Training Considerations

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Vertical industries find that training workers to use the wireless system and the supporting devices can cost more and take longer than expected. But the proper training must be undertaken if the WLAN project is to be successful. For example, a handheld can bring with it a whole new set of problems that even those familiar with a PC or a laptop may have trouble comprehending. For example, automatic layouts and forms can cause no end of peculiar little problems. And if there are workers who are using mobile computing for the first time to replace paper and handwritten systems, end-user training may need to be comprehensive.

To illustrate, when Old Dominion Freight Line rolled out its WLAN, it found that it was the first exposure to any kind of computer for many of its drivers. To help ensure success for its WLAN initiative, the motor transport company hired trainers, who physically visited every service center to train the drivers on how to use the equipment.

While some drivers caught on quickly, it took more time for others to learn the ropes. Typically, the Old Dominion's trainers spent a week at each service center teaching 20 or so drivers. Then, after a group training session, some instructors would re-enforce the training by riding along with any drivers struggling with the new process. The trainers found that going one-on-one with the drivers allowed the workers to ask questions as problems arose during their workday. Finding answers, rather than frustration, allowed the drivers to become comfortable more quickly with the whole wireless process.

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