Reducing support demand through capability.
WHAT TO ESTABLISH
What people actually struggle with.
HOW
Support records, and asking.
WHAT TO TRAIN ON
The tasks they perform, not the software generally.
WHY
Feature tours are not retained. Task instruction is.
WHAT FORMAT WORKS
Short, practical, on real work, with someone to ask afterwards.
WHAT DOES NOT
Long sessions covering everything Documentation issued with no support One session at deployment and none afterwards
WHAT TO PROVIDE
A short written reference for anything they will repeat.
WHAT TO MEASURE
Whether the related support requests reduced.
WHY
It is the only meaningful measure of whether training worked.
WHAT TO REPEAT
For new staff, and after significant changes.
WHAT TO AVOID
Making anyone feel inadequate.
WHY
It ensures they stop asking, and problems then go unreported.
WHAT TO RECOGNISE
That a recurring question is frequently a design or process problem rather than a knowledge problem.
