Poorly trained users often grow frustrated with their tools. This can ultimately lead to a breakdown of trust in web systems and the teams that maintain them. Nate Lamkin, a web developer with MIT Sloan School of Management, shares how his team overhauled their training process to build an empowered and collaborative network of over 100 active site editors. Learn how the team improved end-user buy-in with their web platform across campus by shifting the training emphasis from exhaustive information-sharing to building user confidence during initial sessions, and by leveraging strong user documentation alongside effective follow-up communication to offer long-term support. He will discuss some proven scheduling, presentation and post-training strategies that can be implemented into your existing training processes to help non-expert users feel more confident in your web tools and your team.
Presenter
Nate Lamkin — MIT Sloan School of Management
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