What do we need to do to train new users?

Notes from the new user training breakout session.

Questions and answers

Do new users have trouble with MFA (multi-factor authentication)?

Participant remark: Some people don’t even get thru MFA -- they just say, “Oh, you do it.”

Participant remark: I’m brand new and got through it with no trouble.

Should we have a weekly training curriculum?

Participant remark: No, make it self-directed.

Participant remark: Much better to be scheduled, ideally in person. If it’s not on the schedule, it won’t happen. (Participant doesn’t necessarily control own time; uninterrupted time is at a premium. In person is really effective and having it scheduled.)

What about a video?

Participant remark: 15-20 minute introduction to stuff. Would allow people to pause, save, etc. but still have an in-person feel.

What’s most important to see in that video? Logging in? Tactical use? Writing for the web?

Participant remark: Content types!

Participant remark: High level overview of how pages connect and work together. “Drawing a map.” Recently had to train a user super fast. Difficult -- so many types at once. Had to do type by type. Would have preferred a high-level approach first instead.

What do you do? Updating? Adding? Writing?

Participant remark: Only working there for a month. Events, meeting notices. Almost like a bulletin board use, so far.

There’s the “get up and running immediately” type of person - is that the main type of need? Need to get up fast?

Participant remark: Yes. Well, half and half.

Participant remark: More about improving the content that’s there. Not hard to get up and running, pages are already there. Mostly learn by using.

Participant remark: Any way to improve the Info Details content type when the audience is on desktop? They don’t want or need that long table of contents.

Does the type of training depend on the job? Does it morph as time goes on?

Participant remark: A mandatory 1-2 hour in person class for new authors would be great.

Should we customize training by tech comfort level? Should we set a baseline for anyone getting access?

Participant remark: Sometimes they’re told to help new users who really struggle with basic tech skills - don’t do browser tabs etc. It would be great if we mandated some minimal skill level - help her push back against people who shouldn’t be doing the job.

Participant remark: Have a test before they can log in.

Participant remark: And an introductory video? So it’s not so much text? Maybe an introductory tour.

Do most people prefer reading or video or combo?

Participant remark: Videos are a lot easier. But text gives more freedom.

Participant remark: Trying to see myself watching a video and pausing it -- seems easier to read -- often will actually print out, check things off. So many distractions - makes it really important to have the page, even a printout, to refer to. Hard to see doing that with a video. Don’t do a “now do this, now do that” type video - keep it high level.

Participant remark: Video issues: People don’t all have sound or headphones. And also have firewalls, so can’t watch video (courts, DOR). They can submit 1 video at a time, for themselves - can’t do it more broadly.

Participant remark: Can we get things whitelisted in bulk, e.g. “anything on this youtube channel”?

Participant remark: Do you have a regular author meeting? Michelle - no. Mike - yes. More the merrier - invite a broad group. Agendas vary widely. Next one will probably include highlights from this user group meeting; a running list of questions.