LawLibTechA conversation on law library technology and knowledge managementFacilitating Self Serve - Could the Best TrainingCustomer Service be None at All- May 18, 2008 Sometimes when I give a presentation, something comes out of my mouth that even I don't expect. At TRIPLL it was, "Sometimes the best training is no training at all." You may think that this comment is nonsensical, but hear me out. What I meant was that we'd all be better off if we could figure out ways to help people do what they need to do without the necessity of training. Can we deliver content to our users via the Intranet that will give them the help they need, when they need it Can.http://www.lawlibtech.com/archives/000661.html |