
Peer Support Network
Introducing how to create a self-sustaining support environment.
Shortcuts to the Journey of Self-Sustainability
Analysisand alignment Engagement and communications Increase personal
confidence levels Develop
system competence Peer
support network Oracle
guided learning Maintaining a
learning culture

Peer Support Network
Introducing how to create a self-sustaining support environment.
Create a Self-Sustaining Support Environment
A major part of the strategy is to get organisations to the point where they can support their own ongoing training. This is particularly important where the organisation uses a system that is undergoing regular updates.
The principle is to disseminate system expertise down through a group of super-users (or an equivalent) to the users of the system. This approach encourages users to resolve their issues locally as much as possible, only escalating serious problems or configuration issues to central teams.
A core part of this strategy is training a group of users (Superusers etc) in the skills required to maintain and deliver the training programme for their area. They will then be charged with using their newly developed skills to disseminate their knowledge down through their teams so that more of the user community can be involved in issue resolution. This network can also be used to support changes in the system.
Peer Support Networks
Peer support networks not only reduce the “how-to” requests significantly on the Service Desks, but they also build user confidence, cohesion and community-based learning culture.
The benefits of this are significant, from data integrity, user innovation through to Super-User succession planning.
The key to success is the identification of the personnel to drive this network. We believe the following attributes should be considered during the selection process:
- Be a volunteer
- Have personal confidence (just enough)
- Be patient
- Have good listening skills
- Demonstrable public speaking skills
- A willingness to help
- Have the ability to empathise
- Demonstrate good problem-solving abilities
Following this selection, there may be a need to enrol this network on a Train the Trainer (TTT) program.
The Peer-Support Network may be managed by an internal or external change team as part of new system implementation, but it is important that the ownership and management of this is transferred to capable and motivated staff following the go-live of the system. This will ensure ongoing success. A number of LMS (Learning Management Systems) have Social/Community Learning capabilities that can support this process. (For example – Knowledge Bases, Forums, etc.)
In-Application Guidance/Support
Application support programs can form a key factor in this model, whether it is a formal system such as Oracle’s Guided Learning or Walk-Me, or a less technological solution such as a searchable collection of step-by Step job aids…
Hear it first hand
What do our customers think of our training?
Fudgelearn focus on the quality of relationships with customers and look to work in Partnership to help achieve the desired outcomes. They’ve proven flexible in meeting our requirements and extremely responsive in managing the service they provide. For example, one of their Account Managers has come onsite on a regular basis to provide support and guidance for members of my department to ensure we’re getting the most from the service.
L.R.
John Lewis Partnership
We have had the pleasure of working with Fudgelearn on a series of training webinars to support the global rollout of Oracle Fusion. Not only has Fudgelearn been professional, committed and a valued partner in supporting the educational rollout of our material to the business but their instructor has also gone above and beyond to help us resolve unforeseen issues.
Thank you!
Global Head of Talent Acquisition & Change Management Lead
UDG Healthcare PLC
I found the Fudgelearn Account Manager to be very knowledgeable and was able to offer the correct package to meet my needs and wider career goals.
I left my one-to-one feeling enthused to undertake my tailored training plan.
Without Fudgelearn’s direction, I feel I would still be wandering around in the darkness!