Mobile devices are essential tools for many professionals, but they also pose unique challenges for training and support. How can you ensure that your mobile device users have the skills, knowledge, and resources they need to perform optimally? Here are some tips to help you design and deliver effective mobile device training and support.
Before you start planning your mobile device training and support, you need to understand your users' needs. What are their roles, tasks, goals, and expectations? What are their current skills, knowledge, and preferences? What are the gaps and opportunities for improvement? You can use various methods to assess your users' needs, such as surveys, interviews, observations, tests, or focus groups. Based on your findings, you can define your learning objectives, outcomes, and metrics.
Most importantly, it's not just about training on the mobile device. Effective engagement requires thinking about the whole system in the context of the business process. The device, the software, and the connectivity all work together to facilitate a business process. The needs analysis needs to take all of this into account and combine that with a clear understanding of the users' current process and tools.
"Think users, not devices" is a good approach when it comes to understand real-life usecases. Do the users leverage their personal devices to access corporate data for example ? What are the most used applications ?
When considering user needs, there are various training methods for mobile device users to choose from. Self-paced online courses are a convenient and flexible option, allowing users to learn at their own pace, time, and place. These courses can be delivered in various formats, including videos, podcasts, quizzes, or interactive simulations. Instructor-led webinars are another option, providing live or recorded sessions with an instructor and other learners. A range of tools, such as chat, polls, or breakout rooms, can be used to facilitate communication and collaboration. Lastly, on-the-job coaching is a personalized and practical approach that involves providing feedback and guidance while users perform tasks with mobile devices. Shadowing, modeling, or mentoring are techniques that can be used to support learning and development.
Having a sponsor in each type of business within the company is a real boost for the adoption of a new IT tool. They are persons very closed to the end-users and understand the real-life usecases perfectly. Onboard the sponsors in the beginning of the project so they give you inputs and explain end-users how it will change their way to work.
Training is not enough for optimal performance, so it's important to provide ongoing support to mobile device users. You can create a knowledge base - a repository of information and resources that users can access anytime they need help or guidance - as well as establish a help desk with various channels, such as phone, email, chat, or ticketing system. Additionally, you could encourage peer support by creating platforms, such as forums, groups, or communities, to enable users to share best practices, tips, or solutions. This strategy leverages the collective wisdom and experience of your mobile device users.
I've experienced the power of having a strong community when a new tool is being adopted. End-users feel safe and are reassured. Viva Engage is a nice way to create a community within a company.
To measure the effectiveness of your mobile device training and support, you need to evaluate your results. You can use various methods and tools, such as surveys, tests, analytics, or feedback forms, to collect and analyze data. You should compare your results with your learning objectives, outcomes, and metrics. You should also identify the strengths and weaknesses of your training and support, and make adjustments as needed.
Mobile devices are constantly evolving and changing. To ensure optimal performance, you need to keep up with these changes and update your training and support accordingly. You should monitor the trends and developments in the mobile device industry, and assess their impact on your users' needs and expectations. You should also seek feedback and suggestions from your users, and incorporate them into your training and support.