This isn't necessarily much of a helpful answer, as the next question that leads on is: how do I know when that is?
It feels quicker in the short term to call a contact centre with a 'how do I' question than take a whole day learning to use an updated or unfamiliar system.
This approach may well work on an 'issue by issue' basis but is inefficient in the long-run, and even more in a highly evolving environment where 85% of people in the UK use the internet, compared with around 26% in 2000.
Production and efficiency
Website content needs to be current, relevant and updated efficiently and quickly. If your contributors are contacting technical support for problems other than system issues, refresher training may be a more efficient way of giving them the knowledge they need to achieve their objectives.
One way to make training questions and answers more efficient is to use a video. The following video is a quick overview on how to improve an article by using formatting and adding focus with an image.
With the current public service and government cuts, and general business belt-tightening, employees might well be nervous about saying 'I don't know how to do this' - even though actually the technology sector is one that's growing, nobody wants to be seen as not knowing how to do their job.
How do you assess whether your webteam have the competencies they need to be able to do work effectively? Do your approvers often return articles to contributors for re-work? Is this because of content or because they haven't added the right metadata tags or related downloads?
Writing for the web is a specific skill and one in which GOSS provide training, tailored to our content management system, GOSS iCM (intelligent Content Management), but applicable to anyone who has to update a website.
GOSS iCM is a powerful tool which evolves with each update and training users in the new features and content creation using GOSS iCM will ensure they use that new functionality effectively.
Effective web editors can take a leading role in their department and remove workload from higher level management. Administrator courses enthuse ambitious web contributors, allowing them to take more responsibility and engage more with your web content.
Staff turnover
How is your staff turnover? Most GOSS clients choose training as part of their deployment package. However if the team has grown or employees have moved on, you might find that nobody in the webteam has had any formal training. GOSS iCM refresher training will make the process of learning a new skill easy for new employees, and give your existing team confidence to be able to achieve their goals efficiently.
Do you want to be able to make changes to your site other than just content? Updating colour schemes and logos and re-arranging layout can give your site a fresh feel and be achieved simply using CSS. More in-depth training in programming templates from scratch will be an investment that pays back in development costs.
The training ROI
Training is an investment that will mean that your webteam will have the competencies and confidence to work smarter and faster, saving their time and returning on the investment by producing a web presence that achieves its objectives and looks great in the process.
Posted by Aerynne Russell 8th February 2012
Training resources
- "Overall, one of the most enjoyable and fulfilling training courses I've ever attended and the amount of hands on work means I've actually got something to show for it!" Ian Burrett,Web Manager, East Renfrewshire Council
