Once you ve determined how support will happen, plan your training strategy. Training strategy should follow support strategy so that you can train the audience to use both the application and support tools. Instructors should coach trainees to check the online help or quick reference guide, and set up some exercises that require participants to find answers for themselves. Next, consider education. While training teaches how to do something, education teaches about something what it can do, its benefits, the rollout plan.
Education is the key to change management.
The challenge is to anticipate that resistance and create strategies to address it. But, remember, you also need to educate audiences who won t attend training sessions or read user manuals. Training can help participants feel good about the transition and encourage them to use support tools. Support tools can reinforce the messages embedded in education efforts. No cookie-cutter strategy will succeed with every system.