4.7 Training and User Support

The module is split into a number of sections which are intended to be used for reading prior to attempting the assessment questions provided. Additional items of research are provided to give background information from other sources such as books and related Internet sites.

Syllabus Content:

4.7.1 User Support

• Describe the ways in which software houses provide user support; relate these to cost and package credibility.
• Describe the range of user support options available when using industry standard packages. These could include: existing user base, support articles, utilities, specialist bulletin boards, communications systems eg internet, e-mail
• Select and justify an appropriate user support system for a particular context.
• Explain the need for different levels of documentation related to user and task.

4.7.2 Training

• Explain the need for different levels of training related to user and task.
• Understand the need for continual skill updating and refreshing.
• Describe the methods by which users can gain expertise in software use and discuss their relative merits.
• Understand the need to develop training strategies to respond to growing user awareness.

Module Content:

1. User Support - Notes
2. Training- Notes
3. Questions

Additional Information:

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