Dear Learning and Performance colleagues,

I'm the newest "Groupee"....looking forward to this resource and learning from you all.

I'm not quite sure how all this works or how "active" this community is but I thought I would take a pulse by asking a question:

What is your organizations strategy with regard to supporting learners AFTER their traditional formal training has been delivered?

Thanks!

Brad

Hey Brad!

Welcome to the discussion boards!

In response to your question --

I've worked with many organizations who establish a 'super user' or 'business coach' as a means of providing post-training support.

Let's take a software implementation, for example. Super Users would be identified in the enterprise and involved early in the project -- during definition, if at all possible.

Criteria can vary for Super Users -- but, on average, these tend to be folks who are (in this case) proficient with technology and intimately familiar with the aspects of the job(s) affected by the software implementation.

The Super User role becomes part of their formal responsibilities and performance review - as recognized by their manager/supervisor. Very important. They must also be dedicated resources to the project - meaning, their manager/supervisor has made it one of their priorities. That doesn't necessarily mean that they're dedicating 100% of their time to the project, but the amount of time they are assigned and how their normal workload will be balanced should be discussed and agreed upon.

Super Users are then used as part of the formal training event -- either as facilitators or as classroom assistants.

Post training and post implementation, the Super User role continues to be part of that person's job.

I think this is where this approach often goes wrong - organizations use these folks only for the duration of the project, but it should be an ongoing, permanent part of their responsibilities.

They've obtained lots of useful organizational knowledge -- continue to tap into it. They can continue to provide support on an ongoing basis (e.g. answer questions, work on special projects, etc) and they can become your first line of support for the next project.

I've seen this model work very well in organizations that support the Super User community with recognition and ongoing training.

BTW -- the only difference, in my mind, between Super User and Business Coach is that Super User tends to be associated with software and Business Coach tends to be associated with changes in the business.

It doesn't really matter what you call the position, other than the language you use makes it clear to others what the role is.

Anyone else? What post training support models are you using?

~ trish

Trish,

That was great feedback, thank you for that.

I was thinking also about a "technology strategy/solution" to better leverage existing learning resources/assets that in my environments have failed to deliver what they promise (e-learning). There's a lot of buzz surrounding EPSS-Electronic Performance Support Systems in the industry right now. Does anyone have any familiarity or a strategy for Perf. Support? If so, what does that look like and what are the business drivers?

Thanks!

Brad