“Not Quite As Dangerous As A Chainsaw” – The Use of Training

"Other professionals, other users - we need to get them involved" -

Chair commenting on someone's comments from the 24/10/07 session

“The act, process, or method of one that trains b: the skill, knowledge, or experience acquired by one that trains.”

Merriam-Webster, Incorporated (2006-2007) Definition of training – Merriam-Webster Online Dictionary. Available at: http://www.merriam-webster.com/dictionary/training (Accessed: 21/11/07)

“An organizational and personal tool…and as a tool, it’s only as useful, or as useless, beneficial, or dangerous, as the skill or knowledge of the user allow(s). It’s obviously not quite as dangerous as a chainsaw being wielded by a drunken person in a crowded shopping mall, but…it is a powerful tool…”

Catherine Hare. 25/11/07

This very strong image gives us a specific reason why training should be a considered concept with the use of email. Any tool will require the establishment of a basic training routine. However, with the use of email comes the concept of a tool which can be put to multiple purposes. Not only can email be used as a work tool, which can be applicable within and without the company, it also can have a function where it acts as a personal communication service, a repository for information, and has the potential to be either misused or abused.

We have heard that email archiving software can be a quick fix. If we can talk possessively about email – ‘my inbox’ - then we are in need of training and guidance in order that we feel that we are in charge of our email, and not the other way round. Training acknowledges there are standards: compliance has ‘raised the bar’.

Clearly, what we need is a method by which we can establish the key skills of email within the company so that email does become a ‘beneficial’ tool rather than the chainsaw of the example.

Training should first and foremost inform and teach. Training should look at enabling the trainee to behave in an appropriate manner with the tool, and to be corrected when it is not used appropriately to ensure that negligent or malicious behaviour does not go uncorrected. Email abuse (ranging from harassment of employees and colleagues to issues such as spam, or the inadvertent divulgence of sensitive information) can constitute this behaviour.

In order to ensure that users can work with this tool, training should be developed and given. Training can reinforce positive values and training will not reward abuse and misuse of email. It has been suggested that users should undertake an ‘email health check’ – especially in the light of the amount of email accounts that some professionals handle. Another suggestion is an email driving licence - 'licence to email'.

How would one of these training regimes be built? One suggestion on how to deal with abuse of email, and abuse by using email, is ‘the three degrees’:

1. “Having a good, workable communications policy”

• This point extols the virtues of communication, and being able to explain – one of the most important aspects of training – why members of a company are not permitted to go outside the regulations for acceptable IT use. The ‘preparation of a workable policy’

2. “…having a good grievance policy in place”

• Solving problems and acknowledging any grievances that those in the company may have when training is not followed, such as breech of policy.

3. “…having the bravery to go through discipline procedure with those people who’ve breeched policies…”

• In order to maintain a policy about the way that email will work, it has to be made clear that the rules cannot be bent.

How, and when, should we establish training needs and activities in the workplace? Are they to be administered like a basic skill, or as a reinforcement of what we already know?