As more mobile devices are brought to work, IT support costs are rising. Here are some keys to keep in mind for effective mobile training that helps cut down on support calls.
There”s a simple fact that”s easy for those working in IT to forget: Not every user is completely tech savvy.
Though that”s changing as older workers retire and the younger generation — full of people who have grown up with technology — enter the workforce, there are still many users out there who need extra help and tech support.
And, unfortunately for IT, those folks are more often being expected to use smartphones and tablets — and it”s probably IT”s job to train them and help them deal with problems.
Offering mobile training before those users are issued mobile devices or bring them in as part of a BYOD program can help avoid headaches later on. Here are some keys to keep in mind:
1. Don”t skip the basics
What may seem like common sense to an IT professional may not be to some users. For evidence, see this recent . The story recounts the trials and tribulations of Jay Horwitz, the long-time director of media relations for the New York Mets, who has become famous around baseball for how often his BlackBerry inadvertently makes phone calls from inside his pocket.
The problem, apparently, is that Horwitz can”t or won”t figure out how to lock the smartphone. While most users will understand basic info like that, IT shouldn”t be surprised if someone doesn”t. Best bet: Find out how much knowledge people have about those devices and develop different mobile training programs based on that.
2. Show users how to work
Once everyone”s up to speed on the basics of how to use their smartphone or tablet, mobile training should get people ready to use those devices for work. That includes training regarding:
- Connecting to the company network with a VPN or other tool the organization is using
- Office productivity apps or other mobile software users will be working on, and
- Recommendations for other apps that may help users in their work.
3. Include mobile security
Mobile training also gives IT a good opportunity to teach users some steps to take to keep information secure when it”s on a mobile device.
In addition, IT should go over the company”s policies regarding mobile devices, including what actions the company is allowed to take with a user”s personal device brought in as part of a BYOD program.