Showing is not teaching
In my experience, when new staff members are taught how to use their AMS (or LMS, CMS, FMS, etc.) they aren't really taught how to use the system, they are shown how to use it. So what's the difference?
In a nutshell, showing only covers the "how" and "what." But teaching also covers the "why." It provides context.
So rather than just pointing and saying "click these buttons to process a new member," we also explain why each button is pushed, what happens with each change of data, and how the data is then used going forward.
This is important for many reasons, not the least of which that it helps with retention. It also gives the learner an opportunity to ask "why" questions that might actually lead to improvements in process!
So next time you have to "train," staff, make sure you're not just showing, but that you're actually teaching.
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