Crystal Reports Administration: Training Your Reports Customer

You know the drill. An end-user complains the reporting system isn't working, or the Crystal Reports are "inaccessible."

The basic problem here isn't that the end-user is stupid. It's that the end-user is unfamiliar with the system. Despite the fact that computers have been common in the workplace since the early 1980s and essential to most jobs sine the 1990s, most people still view them as intimidating black boxes rather than the fairly simple and empowering tools they are. As a result, they don't explore their software, don't make themselves familiar with basic systems, and generally go without rather than acquire skills on their own.

However, most of these same people jump at the chance to be shown how to use something. That's where your real opportunity is. In addition to helping the end-user make better use of your Crystal Reports--and improve the perceived value of your work to the organization--you are going to build important relationships by training end-users.

While you don't have the responsibility to train people on what to do with their Crystal Reports, it's to your advantage to ensure they have the training to be able to view those reports.

Let's look at some tips on how to do that training.

• Begin with the end in mind. Your end-users do not want to become Crystal Reports experts. They simply want to be able to call up the report and use it. Your goal, then, is to enable them to call up the report and use it. That may involve training not specific to Crystal Reports.
  
• Assess where the users are. You don't know how to get to the end goal unless you know where you are. If someone asked you how to get to Chicago, your directions would be very different for folks starting in Dallas, Los Angeles, New York, and New Delhi. Keep in mind that different people do have different starting points. Devise training accordingly. You can assess end-user starting points by watching people work with their Crystal Reports. While surveys seem more efficient, they typically provide inaccurate assessments.
  
• Watch your language. Be careful not to load folks down with jargon, acronyms, or internal terminology they really don't need to know.
  
• Tailor it to them. Not everyone needs to know every function. Give people the training that fits their job needs, and then point them to other resources that will allow them to learn more if they want to.
  
• Follow up. Assess people after their training, the same way you assessed them before. This way, you'll know if further training is needed and you'll get an idea on how to improve the training you did earlier.
  
• Empower them. We have found that end-users love the ability to customize their Crystal Reports settings with our cView product. While it's a very easy product to use, training end-users on it really helps them appreciate the power of their Crystal Reports while allowing them to feel in control because they can make simple changes.

These are some basics on training. If you have very many CR users and want first-class training, you should check out one of the CR trainers, such as Hammerman Associates in the Northern Hemisphere or Chelsea Technologies in the Southern Hemisphere. Actually, Chelsea Technologies has done extensive training sessions in Kansas and other USA locations--so, consider them for your training needs no matter where you are.

This article is copyrighted by Crystalkeen, Mindconnection, and Chelsea Technologies Ltd. It may be freely copied and distributed as long as the original copyright is displayed and no modifications are made to this material. Extracts are permitted. The names Crystal Reports and Seagate Info are trademarks owned by Business Objects.