People often resist change, even when it makes sense to them. As a training professional, you have a stake in seeing that all of your preparation doesn't go to waste. Users may need continued encouragement as new processes and systems are implemented. Trainers, often the leading advocates for users, can team with other groups to formulate process improvements and system enhancements. Finally, trainers should continue communicating with users as processes and systems are revised and enhanced.
Users can become frustrated if things change unexpectedly.
For small changes, a simple system notice or update newsletter may be adequate. For more significant enhancements, supplemental training sessions may be needed to keep everyone up to speed. Training and performance professionals are positioned to lead the charge to the future. Rather than waiting for new directions to come from management as KM becomes more broadly applied, we can take performance support tools such as EPSS systems and begin building bridges today. Jim Elsenheimer is a training and performance specialist with Interactive Media Corporation, based in Butler, Pennsylvania.