Floor Support – An Essential Element of a DMS Rollout
While the Go Live classroom training is key to a successful DMS roll out, there is significant value in face to face interactions. That’s why, in this article, I will review the benefits of floor support as an essential phase of your DMS roll out.
Various organizations have rolled out or are currently rolling out Document Management Systems. As part of this initiative, training is generally included so that teams can work as efficiently as possible in the new or upgraded platform. These roll out training programs often include in-class or web training’s and possibly some software documentation.
Once your teams are on the new platform, it may take some staff longer than others to adapt. During this phase, staff members just want to get their job done without having to struggle with a new system. When they run into a problem with their workflow due to the new technology, they are likely to find a work-around or revert to old ways, rather than seek out a training webinar or documentation.
Adding floor support to your roll out means that, once the initial training’s are over, you still have a technical resource or trainer walking around on the floor, checking in with people, making it easy for them to ask questions and get the immediate answers they need, as it relates to their specific work flow.
Classroom training can be overwhelming. There is a lot of information to be digested in a short amount of time. Additionally, some people are too self-conscious to ask questions in a classroom setting. When floor support is added to your roll out program, suddenly it’s much easier for a shy staff member to ask specific questions.
With a technical resource or trainer floating from desk to desk offering help, suddenly your team has a specialized resource to assist them in keeping their work moving forward. Further, once a few people have success with the trainer, they talk about their experience to others and the impact tends to multiply. The best practices are shared, and more people will consistently use the new technology correctly.
In all organizations, there are some users that don’t have time to deal with a new technology. They may not attend the classroom training’s or attend with half focus, checking their phones constantly and racing out for meetings. Floor support takes the training to them. Your specialized floor support resource can run through a quick review and make sure the person is able to work with the new technology. Some users, particularly attorneys, are more likely to get the help needed if the help comes to them.
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