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Getting staff ready to go

By Kiran Gill

November 11, 2011 | 2 min read

My posts so far have focused on how taking the right steps can get end-users on side and help you implement a successful data strategy.

The next stage is to make sure your workforce has the understanding and expertise to actually use the tools you are implementing. There is nothing worse than having a “ta daa!” approach: “here’s the new strategy, associated systems and processes, and this is how you do it.”

We’ll have all seen it. Occasions when software is introduced but staff have no idea how to use the hardware. User uptake is likely to be low, compliance minimal and the strategy is doomed to failure. Being prepared well in advance by understanding people’s capabilities will help to determine what type of training they need.

These sessions should be conducted with plenty of Q&A opportunities – again always a winner when helping people understand what you are doing and why. Express the mutual benefits of this exercise and demonstrate how using a new process may, for example, be quicker, more effective and allow people more time to focus on things that they see as essential to their roles.

Conducting generic training as opposed to a beginner/intermediate/advanced approach is important. Identifying weaknesses within people’s skill sets can have a negative effect and turn them off – promote each negative as a positive.

Following regular communication and tailored training, employees in the business will feel well informed and well equipped to perform tasks assigned to them. They will feel empowered and confident with the necessary tools in the form of information and updated skill sets to follow new processes. Giving people this power will ensure they use it positively within the business. This will help move the project on its way to success.

Kiran Gill is a data strategy consultant within Experian Marketing Information Services with over 13 years of experience working with customer data in various sectors.

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