READI

(Rights for Electronic Access to and Delivery of Information)

---

TRAINING AND DOCUMENTATION

Definition

The section of the agreement that outlines responsibilities, methods, and requirements for training and documentation.

Discussion

As with "Technical Specifications," buyers and sellers must be specific as to who is responsible for training and documentation, how much is required, what is necessary for the various buyer communities (end-users, systems and technology staff, and training and support people, for example), and how it will be performed. Many licenses now being negotiated do not provide for extensive training (at least not without compensation to the seller). Obviously, a large buyer, with a valuable license at stake, has more influence to require more in the way of training than does a smaller user.

As more and more implementations require the marriage of content and software (provided by the seller), with software provided by others, the more difficult it is for the seller to perform cost-effective training.

Buyers often view training requirements as an essential component in any agreement for electronic information services. In order to employ a service effectively, the buyers' staff must fully understand various capabilities, protocols, and interfaces for searching databases. Training should strive to provide complete operating procedures, error-correction techniques, and be integral to the installation of the service at the buyer's facility and, preferably, occur on-site. It is important for the buyer to identify the training and documentation needs of its various buyer communities (end-users, etc.) and communicate them to the seller.

Buyers are now considering alternative training combinations and options including: one-to-one training, group telephonic (or video-conference) training sessions, network discussion forums and libraries, and self-instructional diskettes. Some buyers have begun to supply sellers with training documents which clarify the obligations of the seller and expectations of the buyer for each separate buyer community.

Sellers must also make available written documentation, instruction manuals, and other aids to allow users to install and implement files effectively.

Benefits

Buyers and sellers gain where there is good documentation and training because they allow for greater use of the system, greater satisfaction, and a greater likelihood that the license will be renewed.

Especially where costs-per-access are based upon pay-per-search or connect hours, it is essential that end-users be sufficiently trained in search techniques in order to minimize the number of searches and time spent employing the service. Quality documentation also benefits buyers and sellers in reducing the need to access help lines and other support services.

Risks

Inadequate training and documentation may not be apparent from an inspection of the seller-buyer agreement. In such cases, it is wise to solicit opinions from other customers regarding the quality of support and documentation available.

In instances where training is not part of the agreement, the buyer may be forced to provide mediation between the end-user and the service, thus increasing the buyer's costs and difficulties in managing the database.

---

	Developed & Maintained by: webmgr@cni.org	© 2008 Coalition for Networked Information ALL RIGHTS RESERVED.
Any comments, or feedback?		Last Update:   Wednesday, 03 July, 2002 - 04:22 PM - EDT