6.2 Training and support: Hot tips

Professionals may well be put off if they think that information prescribing will be too complicated and take up much of their time, or that they will need a lot of training. To convince them otherwise and help them feel supported, here are 10 top training tips.

The links in the tips will take you to case study examples.

1. Keep it simple – the more complicated the process and/or systems used, the more training people are likely to require and the less likely they are to want to get involved.
2. Factor in time for training when you are at the project planning stage – clearly, stakeholders have competing demands on their time so the earlier you plan the training sessions, the better.
3. Have a 'practice run' involving stakeholders and users – even when planned well, there can be specific training needs that are hard to identify before you 'test' the IP process.
4. Consult stakeholders and users when developing training materials and sessions – this might be done through the Project Steering Group, formal and informal conversations or research-based approaches e.g. focus groups.
5. Use what's already available – if, for example, the IP system links with existing IT, identify whether there is already systems-use guidance available that can be quickly adapted. Similarly, look for opportunities to 'piggy back' IP training onto existing meetings or training sessions.
6. Develop easy-to-use training materials – again, the message is 'keep it simple' and concise: it may be that a Powerpoint presentation and/or a short briefing, supplemented by the offer of follow-up telephone support is sufficient for your IP programme. Also, do not expect people to take in too much at one sitting.
7. Offer 'take-away' materials - think about how and where people work with users, and what materials might be useful for reference on a day-to-day basis. For example, laminated, credit card sized summaries, that can be kept for reference, might be most helpful to community-based workers, but posters or mouse-mats, might better suit office-based staff.
8. Focus on how IP fits in with existing systems, structures and processes – training sessions should emphasise how the IP process is aligned with, and complements existing systems. Training sessions and materials need to make clear that IP does not work in isolation; rather, it can improve existing day-to-day practice. Experience also shows that IPs that build on existing systems and ways of working are more likely to work and last.
9. Tailor approaches and materials to different groups - think about different people's: working environments; learning styles; availability and timetables; previous experience of information provision; experience of IT systems; and any particular support needs. Tailor training to the different levels of familiarity that different people will have. Some will need training on the basic use of a database — opening, saving, printing, etc — while this will bore others who are looking for more advanced training.
10. Think of training as an ongoing process – it's important not to think of the training needs of different stakeholders in respect of IP as being something static. Some people may welcome the opportunity for additional reassurance and support offered by ongoing information provision and/or informal support. Related to this, there may also be training needs that emerge over the implementation period that were not envisaged at the outset. Offer a written guide and/or a helpline, and ensure that people using the system can get ongoing support for any queries or problems.