Creating 'Technology Power Users'

WESTLAKE, Ohio—Credit unions should be spending any extra budget money they might have this year on technology training, asserts Hyland, which says the investment creates “technology power users.”

Boost  Hyland

These “power users” can help others within the organization improve their technology skills, added Hyland.

“We’re seeing more institutions looking to gain the most value from their current technology applications. Doing so often comes down to obtaining the right resources to educate employees,” said Michelle Harbinak Shapiro, financial services product portfolio manager at Hyland.

Shapiro emphasized that the systems businesses rely on every day are evolving.

“Many technology vendors update their software through annual software releases to ensure they are meeting the new and changing demands of their customers,” said Shapiro.

More Training Needed

With all of the updates come a greater need for staff training to take advantage of a system’s entire capabilities.

“According to expert opinions and research from Standish Group, 45% of software features in production don’t get used—often because of lack of training,” Shapiro said. “So, if a customer isn’t taking advantage of enhancements and new functionality, and they aren’t using their current technology platforms to the fullest ability, they are missing out on additional business process benefits and return on investment.”


Michelle Harbinak Shapiro

Through proper training users become more confident working within their technology applications, asserted Shapiro.

“They also rely less on vendors and support teams to solve issues. This confidence, as well as deeper knowledge of the technology systems, enables them to think outside the box and brainstorm new ways to expand the solution and solve new business challenges,” she said.

Shapiro said common thinking is that technology training can be too intensive and encompass solutions or knowledge outside of what an individual actually needs for his or her job.

“Good training and certification programs shouldn’t require users to learn everything about the solution, but should focus on what they need to be successful,” she said. “These educational opportunities should be more than just FAQ sessions. They should deliver a personalized experience, regardless of whether the user is taking online or in-person training sessions.”

Ongoing Training

Without ongoing training, it’s hard for an organization to ensure the investment they’ve made in technology is being used to its fullest, Shapiro concluded.

“It also becomes impossible to gain additional value from their solutions, which will become antiquated if users aren’t properly educated and system updates go by the wayside,” Shapiro said. “By investing any residual budget into training, credit unions will gain technology power users who have the confidence to take technology into their own hands, manage it and help others use it to create more efficient processes.”

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Word Count: 598
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Copyright Year: 2019
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