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Smart Stuff Dumb Users

People have a love of technology. We have smart phones, watches, refrigerators, and cars. The reason is technology is supposed to make our lives easier, so we do less work and have more leisure time. Technology is also fun. I refer to all the smart gadgets as “grown up toys.”
 
There is one problem. The smart stuff is only as smart as the users. Smart not only refers to the gadget, but the user. How many people buy a fully loaded car or a highly advanced phone, but do not use all the features? Usually the reason is not taking the time to learn how to use all the features or overestimate the need for the features.
 
In workforce development, we do the exact same thing with technology. For example, imagine a workforce system implemented an online unemployment insurance filing system designed to save staff time and money by allowing people to file claim from anywhere there is an internet connection. It sounds wonderful. People will file unemployment online and manage their own claims. Now imagine the same system is so complicated people cannot use it without staff assistance. The language on the web page is unclear and people do not know where to click or what information to enter.  It’s great having smart stuff, but if no one knows how to use it, the purchase was not a smart use of funds.
 
In another example, imagine virtual reality employment preparation. While wearing special glasses, you could interview for a job of your choice and could also experience what a day on the job would be. Sounds great. If you are ready to go out and purchase bunch of these glasses, don’t get too excited. I just made that example up. It sounds smart and like the future of employment preparation, but without showing people how to use the technology or marketing the technology, the smart technology is just taking up space on the shelf.
 
What is the solution to prevent workforce systems from looking dumb in the age of smart? The answer is education. Before your system invests any money, survey the users. What do they need? How do they access the workforce system? What technology do they own or have access to? What is their comfort level with technology?  Next after you purchase the technology, invest in marketing and education. Marketing and education should be ongoing. It should not be a one-time event. Knowledge is power and the more people know about a system or new piece of equipment, the more likely they are to become power users.
 
 All of this may sound silly to write about, but in the age of “do more with less” workforce systems cannot afford to buy expense smart paperweights. Planning and researching your systems needs will prevent your system from looking dumb in the age of smart.
~Karen Cirincione
Twitter: @kcirincione

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