Wednesday, 9 February 2011

Most expensive training vehicle?

I was listening to the replay of a webinar by datango AG and Neochange about trends in end user adoption of IT applications. One comment really grabbed me:

"With the average cost of a help desk call hovering between 35 and 45 dollars, that's your most expensive training vehicle."

It reminded me of the Fram oil filter slogan quoted often by David Allen:  "You can pay me now, or you can pay me later."  If companies don't invest in training up front, they'll pay more on the back end in help desk calls. But one way or another, there will be a training cost. It's not optional.

Overall, the survey question, "% of Application Budget Spent on End-User Programs" revealed that most of the money spent on end users was skewed to new users (End-user training for new hires) and "laggards" (Help desk support).  Power user support for other users and a self-help knowledge base were second, and Perodic Refresher training for all users was last.

But companies that had a higher than average investment in end user training also had the highest adoption rates - go figure!

The survey can be downloaded from the Neochange link above.


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