Effective End User Training

Author: Brian Rhodes, Published on Apr 23, 2012

Properly coordinating end user training is a key consideration of successful projects. It is important to recognize that a world class system installed in a flawless manner can be perceived as second rate if the end user is not adequately instructed on its proper use. Future expansion of that system hinges on end user satisfaction, and the correlation between proper training and satisfaction cannot be understated. In this note, we address the importance of end user training done right.

Overview

The integrator should make sure that all users of the surveillance system are identified before training begins. The customer and the integrator should understand beforehand on who should be trained and to what degree.

Many integrators will keep on returning for additional and repeated training  until the end users master the systems. However, adding several unplanned intervals to fit in overlooked personell is expensive.

Keys to Successful User Training

  • Consider separate training for different groups
  • Schedule training beforehand
  • Develop and circulate training agendas
  • Train using enduser's actual system
  • Keep things simple
  • Leave a cheatsheet behind

Consider separate training for different groups: If many different individuals or types of users need to be trained, consider breaking sessions apart into specific groups. For instance, managers, security guards and investigators will use the systems in different ways, often focusing on different aspects of the system. 

Schedule training beforehand: Instead of rushing thorough a quick overview of functions, and training end users one or two at a time,  schedule a formal training session with the enduser. Work with the enduser to schedule a dedicated time where users are not distracted with other work.

Develop and circulate training agendas: Printing a training agenda is important. Giving the end user a document listing training scope serves to tie everything together, but it also helps to prevent forgetting to train important functions. The agenda can be kept by the integrator as 'proof' that a certain function or feature was addressed, and used to keep notes by the enduser during the course of training.

Train using enduser's actual system: Where possible, train operators on system use of their specific system, not just a general demonstration system. End user trainees with learn key features and operations more quickly if they can 'see' how it applies to their own environment. Not only will interest be higher, but finer operation details stand a better chance of being remembered.

Keep things simple: Avoiding training sessions that cover too much ground is vitally important. Training sessions should be kept short, and should emphasize actual end-user operation of the system. Trying to cram too much technical detail into too short  a period is a common pitfall of user training. Especially if end user operators are new or inexperienced operators, keeping the training agenda simple to just the fundamental features and functions is critically important.

Leave a cheatsheet behind: Even the best training will not guarantee all users remember every function. This is especially important for those who only use the surveillance system infrequently. Putting together a one page 'cheatsheet' with key functionality (like how to do a search, export video, etc.) can be very helpful. Make sure to customize it for the user's specific needs (e.g., if they are a bank, focus on searching for ATM transactions rather than generic instructions).

Conclusion

It is too easy to discount the importance of effective end user training, but if handled properly can lead to future sales and system expansion. Instead of rushing through an quick overview of operating a system, the integrator should take time to formulate an effective training plan. Not only will the training having more impact, the end user's increased satisfaction strengthens the integrator relationship.

Comments : PRO Members only. Login. or Join.

Related Reports on End Users

GDPR For Access Control Guide on Jul 03, 2018
Electronic access control is common in businesses plus organizations are increasingly considering biometrics for access control. With GDPR coming...
Replacing / Switching Access Control Systems Guide on Jun 28, 2018
Ripping out and replacing access control systems is hard for important reasons. Because users typically hold on to access control systems for as...
Anixter Acquires 'PSIM Platform Inner Range - "Heart of Our Technology Differentiation" on Apr 30, 2018
Anixter Security has made a bold move, acquiring what it calls a PSIM platform as part of a $150 million deal, with Anixter's CEO Bob...
Key Control For Access Control Tutorial on Apr 16, 2018
End users spend thousands on advanced systems to keep themselves secure, but regularly neglect one of the lest expensive yet most important aspects...
GDPR For Video Surveillance Guide on Apr 12, 2018
The European Union’s General Data Protection Regulation (GDPR) comes into force on May 25, but there is much confusion and no clear guidelines on...
VMS New Developments Spring 2018 (Avigilon, Exacqvision, Genetec, Hikvision, Milestone, Network Optix) on Apr 04, 2018
What's new with VMS software? In this report, we examine new features and releases for Spring 2018 to track different areas of potential...
Brivo 'Buy Now' Online Campaign on Mar 26, 2018
Brivo has a new marketing campaign running across the web: Are you ready to buy access control now? Brivo tells IPVM this is a new campaign,...
If You Have 4 Cameras, You Can Throw Them Away, If You Have 400, They Throw You Away on Jan 19, 2018
Do users care about anything but price? Do user care about cybersecurity? Do users care about trusting their supplier? These have become...
Anixter End User Sales Troubles on Oct 23, 2017
End user sales have and continue to be a major problem for Anixter's physical security business. Every year, according to various Anixter people,...
Buy From B&H, Ship Direct From ADI on Oct 16, 2017
B&H, one of the largest online sellers of video surveillance equipment to end users, regularly purchases their video surveillance equipment...

Most Recent Industry Reports

AI Startup Anyvision Raises $28 Million Led By Bosch on Jul 20, 2018
Anyvision is the most ambitious heavy-spending video surveillance startup in many years. And, now, the startup has raised $28 million led by...
Fail: Dahua "Didn't Check The Lux Levels but It Was Dark" on Jul 20, 2018
Dahua UK has been promoting their camera quality on LinkedIn: I, and others, asked what the lux level of the scene was. (background: Lux Rating...
Free 100+ Manufacturer-Customized Camera Calculator Released on Jul 19, 2018
Now, any manufacturer has a customized IPVM Camera Calculator, free. The goal is to make it easier for companies to help their customers better...
Improved Security And Surveillance Bidding - 2018 MasterFormat Divisions Examined) on Jul 19, 2018
Navigating the world of system specifications and bidding work can be complex and confusing, but a standard format exists, and understanding it...
Last Chance - Security Sales Course Summer 2018 on Jul 19, 2018
Today is the last day to register. Based on member's interest, IPVM is offering a security sales course this summer. Register Now - IPVM Security...
Directory of Video Surveillance Startups on Jul 18, 2018
This directory provides a list of video surveillance startups to help you see and research what companies are new or not yet broadly known entity...
Ladder Lockdown and Ladder Levelizer Tested on Jul 18, 2018
Ladders are a daily necessity for surveillance and security installers, but working on an unstable surface can be extremely dangerous. In addition...
FST Fails on Jul 17, 2018
FST was one of the hottest startups of the decade, selected as the best new product at ISC West 2011 and backed with tens of millions in...
Axis ~$100 Camera Tested on Jul 17, 2018
Axis has released their lowest cost camera ever, the Companion Eye Mini L, setting their sights on a market dominated by Hikvision and Dahua. Can...
Amazon Ring Alarm System Tested on Jul 16, 2018
Amazon Ring is going to hurt traditional dealers, and especially ADT, new IPVM test results of Ring's Alarm system underscore. IPVM found that...

The world's leading video surveillance information source, IPVM provides the best reporting, testing and training for 10,000+ members globally. Dedicated to independent and objective information, we uniquely refuse any and all advertisements, sponsorship and consulting from manufacturers.

About | FAQ | Contact