By Ann Wrixon

One of the most difficult issues facing nonprofit organizations today is training staff, especially training staff to use ever-changing technology.

The problem can be broken down into two distinct though interrelated issues -- how often to upgrade or change the technology used by the organization, and how to cost-effectively train staff.

Every organization needs a tech plan, including a schedule of hardware and software upgrades -- which developers often release on an unknown schedule.

Organizations should have up-to-date hardware and software that they can afford and should plan to upgrade both software and hardware as frequently as possible within their budget constraints.

A tech plan helps staff feel they know what is going to happen in their organization around issues of technology. This will reduce fear and resulting resistance to change.

Most people can adapt to even rapid change if they feel they know what is going to happen and have some control over it. A tech plan that gives everyone a chance to see what is ahead allows people the opportunity to adapt to the upcoming change. It also allows the organization to budget appropriately.

On staff training, you need both external and internal training. Any staff member asked to learn a new type of program should be sent to a class at a local university or computer training center. For example, a receptionist may be proficient in word processing, but may need to know how to use a database program. The receptionist should immediately be enrolled in a database class.

On the other hand, if you are upgrading a program that everyone knows from version 4.0 to 5.0, internal training is more appropriate. A single staff member might be willing to be the training instructor for this upgrade.

You then either can rotate this training position on the staff for each program upgrade, or can designate one staffer the "technical guru," although that may not be the best option if your goal is to have the technical knowledge spread throughout the organization. This person enrolls in a class to learn the upgrade or can be self-taught, time permitting.

Designate an afternoon for mandatory training for all staff. Have the designated instructor design a project similar to the work staff would be required to do using the software -- and ask everyone to complete the project. Make the project somewhat difficult, requiring knowledge of more advanced features, but not so difficult as to be impossible to complete. Encourage staff to help each other.

Consider including prizes at the end to make it more fun. The prizes can be any small item and categories could include "best team player" for the person most willing to ask for help, or "best technical engineer" for the person who found an unusual technical solution. In any case, find a prize category for everyone, and try to make it lighthearted so the staff will look forward to training days.

This approach, including development of a tech plan and external and internal training, will provide a well-trained staff that can adapt to the fast-changing world of technology.

Ann Wrixon is executive director of SeniorNet in San Francisco. She can be reached at (415) 495-4990 or
annwrixon@seniornet.org