FOCUS ON TRAINING: Web offers new media for security instruction

Apr 1, 2000 12:00 PM, Ken Chester

Customer support and training programs are important considerations as security management personnel look for systems to meet their needs.

Historically, training has been offered via classroom, video or CD-ROM instruction.

Today, the Internet is opening the door to improved training effectiveness and efficiency.

Combining a Web-based curriculum with conventional programs brings together the best of both worlds.

Although classroom training provides important hands-on experience, it is impractical for customers located all over the world. It also requires coordination of disparate schedules, is time-intensive and can be expensive and inconvenient for customers who might have to travel to remote sites.

Video training allows the student to rewind or fast-forward the video to locate or repeat interesting segments. However, it takes time to search for the desired information on a linear tape, and updating information requires re-taping, reproduction and redistribution of the video.

CD-ROMs offer menu-driven to allow easy and fast navigation. The format also allows for colorful illustrations and graphics, and can be less expensive to produce than videos. However, information on the CD-ROM can become outdated, and it takes valuable time to update, reproduce and distribute the disks.

Web-based training offers distinct time- and cost-saving advantages over alternate methods. Since a Web-based curriculum resides on an Internet server, updates are fast and easy. Self-paced training means that when individuals have time, they can sign on to the site from virtually any computer in the world and click on the required Web pages. The Internet is available 24 hours a day, seven days a week, so Web-based curricula provide training on demand. Essentially unlimited ability to research information and troubleshoot problems helps customers self-manage their system, increasing overall satisfaction. It also provides a meaningful customer service tool for installers in a competitive marketplace.

Finally, Web-based curriculums can offer pre-course training for those who will be participating in classroom sessions by giving all participants the same information before they arrive. A level playing field enhances the classroom experience for everyone.

System manufacturers benefit from Web-based training because it provides customers with a convenient, cost-effective service. Manufac- turers can also monitor site hits to expand popular topics of interest, identify the need for in-depth classroom training sessions and recognize possible system problems by noting frequent access to troubleshooting information.

Although Web-based training is relatively new, early feedback indicates tremendous potential. In the seven months that Casi-Rusco's Web-based curricula have been on-line, already more than 500 dealers and end-users have accessed the site. The most common reasons: to find installer training modules, to trouble- shoot and to look for details on how to make the most of an installed system. A dedicated e-mail address at the site links Web users and customer support staff.

An effective training program via the Internet requires investment of resources to design Web pages, develop educational curriculums and incorporate technical details and user-friendly guidance so that site visitors get the most out of the Web-based experience. As more manu- facturers realize the importance of customer service, they are sure to capitalize on unique Web-based training opportunities.

Want to use this article? Click here for options!
© 2012 Penton Media Inc.

This month in Access Control

• Targeting The Customer
• Electronic Pedigrees
• One Hero Among Many
• Who? What? When? Where? Why?
• More from September's issue