Comprehensive IP Telephony (IPT) end-user training is critical to the overall success of IPT projects, helping to ensure that anticipated operational benefits of the technology are realized. Users that are unprepared to use a new telephone system and applications will have trouble leveraging new features. As a result of inadequate training, the enterprise may not only miss out on early benefits, but also have more dissatisfied users on its hands. This research note discusses:
- The benefits of formal IPT end-user training.
- Potential consequences of insufficiently training users.
- Proven and effective training tactics.
Small enterprises planning an IPT deployment must take a formal approach to end-user training and ensure that the appropriate training resources will be available as new users join the organization.