User Training

Abstract

Even basically well-conceived and technically well-executed systems all too often fail to achieve the results that their designers and advocates predict. That this is so is frequently because insufficient attention has been given to the vital task of educating and training the users. It is important to distinguish carefully between these two tasks: as used in this chapter, training refers to the instruction of individuals on the operation of the system, whereas education refers to the process of making people aware of the raison d’être of the system, and its potential in the pursuit of the organisation’s objectives.