HP 3000 Manuals HP 3000 Manuals
Supporting Users
Support consists not only of regular activities, such as checking
terminals and solving problems, but of initial training of users.
Hewlett-Packard provides a number of learning products to help users find
out about and familiarize themselves with the features of HP Desk. These
are:
* LEARNDESK computer-based instruction course. This is integral to
HP Desk and is particularly good for users who have experience
with computer terminals. Users start LEARNDESK by typing
LEARNDESK from any HP Desk area. LEARNDESK provides users with a
safe environment to practice all the daily commands and routines
that they need to use. The HP DeskManager User Reference Guide
has more details.
* On-line Help system. Users can get specific help at any time when
using HP Desk or can just browse the information, screen by
screen. To access the Help system type Help or Help command name
at an HP Desk prompt. The HP DeskManager User Reference Guide has
more details.
* HP Desk User Training classroom course, is run by Hewlett-Packard
and provides intensive training for users in the features of HP
Desk. Contact your local Hewlett-Packard Customer Education
Center for more information on the course, the price, and the
dates when it runs.
All these learning products refer to the default system supplied by
Hewlett-Packard. If your system is, or will be, customized you may have
to provide additional materials. The HP Desk Help system is fully
customizable, and is often the best method of providing users with
information on additional features. How to customize the Help system is
explained in the manual HP DeskManager Customization.
Choose the learning methods best suited to the needs of your users. Your
Hewlett-Packard representative can help you identify the most suitable
training medium.
Ideally, user training should take place at least two weeks after
installation, so that you have time to become familiar with potential
user problems before taking on the support role. Additionally, users'
equipment should be installed before you begin training.
Training Users Yourself
If you have to organize user training yourself, the following suggestions
may be helpful to you. First, invite a group of users to an orientation
meeting. This will need to be set up so that each participant has the
use of a terminal. Topics for discussion would include:
HP Desk facilities.
HP Desk Administrators' names and functions.
Phone number for user problems, requests, and suggestions.
Using a terminal, or personal computer in terminal mode.
Running the LEARNDESK computer-based instruction course.
Sending and receiving a message.
Obtaining Help information.
Good HP Desk practice--such as the importance of deleting unwanted
messages and signing on each morning to review the In Tray.
Successful implementation of HP Desk is achieved only when HP Desk is in
regular use. One way to encourage users to check their In Tray is to
send them daily messages. You could put hints and tips about HP Desk
usage in these messages. After two weeks, a follow up training course
that covers some more advanced features of HP Desk is a good idea. You
can then also collect feedback on the effectiveness of your first class.
Pilot Groups andtheir Training
Often, the approach taken when beginning to use HP Desk is to start with
a pilot group and then add groups of users until implementation is
complete. In this way HP Desk grows gradually, allowing you to gain
experience with the product as it grows. It is therefore a good idea to
select a pilot group that offers the highest probability of success, as
this group's success often determines the acceptability of HP Desk
throughout the rest of your organization.
Some organizations begin with a horizontal pilot user group of top level
management, and then implement within departments. The advantage of this
strategy is that everyone at lower levels becomes enthusiastic to join
the user group. However, the amount of message traffic between members
of such a group may not be as heavy as that between a team made up of
several different grades or levels. For this reason, some organizations
begin implementation with one department, followed by the associated
management levels, up to upper management. Then other departments become
users in the same way.
The choice of first department for implementation varies. The Data
Processing department is sometimes a useful group to start on because
they are usually willing to test new applications and require little user
training. But this group will not show up the kind of problems likely to
be met with a naive user group--and in some organizations the Data
Processing department tends to remain separate from other departments.
Other service groups may be good pilot user community candidates.
Once the initial pilot group is organized, a schedule can be drawn up to
complete the implementation of HP Desk. Ideally, the next group to be
given HP Desk should meet the following requirements:
* Communication needs not currently being met.
* Expressed interest in HP Desk.
* High ratio of terminals to users.
* Some previous experience with other electronic office products.
* Adequate printing resources.
* Adequate disk space on the HP 3000 for software installation.
* Managers who are willing to use the product.
One way of finding these groups is to send a memo outlining HP Desk
facilities and training options. State that the prioritization of groups
is flexible to accommodate groups that reply to the memo first. Or you
can arrange a demonstration of HP Desk, followed by a question and answer
session.
For each group to be added, choose someone to be the primary HP Desk
contact for that group. This contact should take a starter and advanced
HP Desk course so that they can support other users in the group and
inform the implementation team of any relevant feedback.