LMS Implementation Strategy Tip: Provide Support for the users of your new LMS


Continuing on my series of posts regarding “LMS and Elearning Implementation: Formulating a Successful Strategy”, the next phase of the process is ensuring you have proper support processes and mechanisms in place at the point of “go live” for your new Learning Management System.

Once your LMS is in place and your learners are actively using the system, it can be easy to think your job is done.  However, you must ensure that sufficient support mechanisms are in place to continue to assist your users.
You must make sure you have a support process in place and support personnel trained before you roll-out the system.

So what kind of things do you need to consider here? Let’s look at a few examples:

  1. How will you orientate your learners on the new LMS? This can be done in a number of ways such as lunchtime drop-in sessions where you can demo the LMS to employees, creating leaflets showing the core features and benefits, hosting webinars for system walk-throughs, Intranet content and email announcements. All of these methods have proven to give learners a good orientation for new corporate systems.
  2. How will your learners get support for using the new Learning Management System? You can ask your LMS vendor for a list of standard FAQs (which should already be available in the system) as this will be a good starting point. Then make sure your LMS includes details of your support helpdesk where learners can see contact details such as a phone number and/or email address. Also, make sure to continually update the FAQs page with all the common questions that get asked of your helpdesk!
  3. Who will you learners contact to get support or have their questions answered? Depending on the LMS vendor, they may well allow all your end users to contact them directly for support. However, it is usual for your own organisation to act as the first line of support. That could be your IT team or the HR/Learning & Development teams. Whichever it is, make sure this is communicated to your learners and the information is always available within the LMS.
  4. How will you continually keep learners updated with new features and functions and how those can be used within your organisation? Some LMS systems will include a news section where you can post new articles relevant to learning and the LMS. This is a great place to keep your employees up to date with the system. Also, you should consider monthly newsletter emails and even drop-in sessions when major changes or updates are available in the system. Think of it as marketing the platform, so you could make use of your internal marketing teams and get some ideas from there!
  5. If your internal teams will be the first line of support, how will they be trained to be able to support the system? This is down to your LMS vendor so you should ensure training is included in your contract. Make sure that the relevant personnel are available for the training and have them list any questions they have that can be answered by the vendor.

So as you can see, there is a fair amount to consider regarding how you will provide support for your learners of the new LMS system. But always make sure to get your vendor involved as they are the experts of their product!

We at JZero Solutions take great pride in how we support our new and existing clients. We support you through implementation and then ensure you have all of the information you need to support your learners. And we are always just a phone call or email away from being able to lend a hand if you need us!

Find out more about JZero Solutions and JLMS, our Learning Management System by visiting our website.

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