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Software Super Users

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I am writing a short paper on the benefits & potential pitfalls of having software super users throughout a company.

I would be very grateful for your comments or reference material sources.
Rachael Fackrell

4 Responses

  1. Eh?
    I’m not sure what you’re driving at here. The definition of “super user” varies from system to system.

    Do you mean “systems adminstrator” or do you mean “someone with access to all functionality” or do you mean “someone trained in all functionality” or do you mean “someone with an increased level of access but not full data management access”

    There are different pro’s and con’s involving each type of user and without knowing really what you mean I don’t think I can offer much advice.

  2. Software Super Users
    Hi Nik

    In our company, a Super User would be a non-IT member of staff who is a confident, approachable, skilled, knowledgeable software user who would help their colleagues with day-to-day software queries. The Super Users may vary for each of the software applications used.

    This would be in addition to training/coaching given by one of the company’s IT trainers.

    Regards.

    Rachael

  3. Thanks
    Thanks for that Rachel.

    In that case the pro’s and con’s should be quite easy to seperate:

    Pro’s – reduced time to get assistance with a system, increased loyalty (with a bit of luck) from the super users as their skill sets should be increased and you’ll be developing them, increased confidence within your organisation in your systems as people they know will do a lot of the explaining as to “why things are like that”

    The cons – some super users may find it impossible to do their day-to-day tasks as they are buried under a deluge of enquiries, some of your super users may decide to take their increased skill set and apply it to their CVs to go job hunting with, some super users may use their increased knowledge to “lord it over lesser mortals”, some of the super users may hide behind their IT work to avoid less pleasant aspects of their current roles

    I think all in all it’s a good thing – it’s worked well in my experience in the past particularly for bespoke applications (it also means you keep the knowledge and expertise if one member of staff leaves suddenly) but it’s really important to set expectations of your super users (i.e. how much time they can spend, how many calls they can deal with, who else they should signpost people to if things get too much etc.) and also to set expectations from your workforce of what they can expect from your super users (i.e. their call for help may not always be the first priority for the super user, that they should not overwhelm super users with work and that they should not demand over complex explanations for faults etc.)

    If you do that from the beginning it should be very benificial to your business.

    I’m sorry that I can’t point you in the direction of research to support this – it’s just my experience of it. (And yes – I was once a “super user” in this context)

  4. Super-Users
    Rachael,
    My partner recently implemented Super Users in a large 300 seat Call Centre, I’d be more than happy to put you in contact with them to discuss the process, outcome, methology etc..
    Many thanks
    [email protected]

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