I’m not a doctor, but I like to play one in my current role as a Technology Training Coordinator. I like present to our faculty and staff over MediaSite in costume as “Doctor Nikki”. But no matter what role I’ve had: whether “Dr. Nikki” the trainer, Nikki the IT, or Nikki the leader, I realize that the best way to solve a problem is to diagnose it and then have the right people treat it, not the reverse.
A Training Problem. Do you have trainers and presenters who lack the skills in the first place? Don’t expect the technology to compensate.
A Technology Problem. Does your site have a bad user interface? Do your forms use field labels with really hard to decipher language? Do you have processes that could be automated to eliminate the potential for human errors? Then don’t train around design flaws. Your users can only be expected to remember so much.
A Leadership Problem. Have your leadership expected the technology to guide the policies and business processes instead of the other way around? Does your leadership fail to hold individuals accountable? Then don’t implement more technology. Don’t implement training programs without holding individuals accountable for their professional development.
Take it from “Dr. Nikki”, when you have a problem in your department, the last thing you want to do is send it to the wrong specialist. It’s like sending someone with a heart problem to a brain surgeon.
How have your organization’s problems been “misdiagnosed”? Have any been corrected? I’d like to hear about it.
Photo Credit: “Pills” by Mattza