Technical Staff Training
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Technical Staff function both as end users and as technical support. So their training can be considered in two parts:
As end users:
- Guidelines for using the Portal
- Basic End User Training
- Adding and maintaining content in the Portal
As technical support:
- Understanding the Portal technology and architecture components
- Specific training in assigned support area (some or all)
Depending on the technology solution selected there are various options for the technical support training available. In all cases, there will be an online technical community (formal, informal or both) to connect the technical staff with others using the same technology. These forums can be found through online search or the vendor, and staff will discover additional venues through these connections. Many technologies have also spawned user meetings that occur face to face.
Some vendors offer training classes in their technologies, either directly or through a third-party provider. Working with the vendor you can find the training available, and these courses are usually mapped out in a training program according to the type of support an individual is expected to perform.
The open source community, in addition to forums, usually provides training materials online in the form of guides and frequently asked questions (FAQ’s) that aid in trouble-shooting problems. These tools assume some technical knowledge if they are being deployed in a networked environment (as opposed to a single user such as a personal blog). Depending on the tool selected, staff may need training first in the components used.
Be sure to allow time in your plan for the technical support staff to be trained and familiar with the technology before deploying it for wide-spread use.
