Software solutions - the three T's: training, training, and yet more training

Since it is usually sold as an optional extra, training in the use of computer systems is one area where law firms always try to make economies.

At its most blatant this takes the form of 'sitting next to Nelly'.

In other words, the minimum possible number of people are sent on a formal training course and when they return to the office, they are expected to train the other members of the staff - as well as try to remember themselves how the new system works and do their day jobs.

It may have worked in the past with some of the earlier - and simpler - legal accounts systems, but today it is a recipe for the longer term dilution of knowledge in terms of the firm's overall understanding of how a system operates.

In effect, it is the training equivalent of Chinese whispers and can lead to serious problems, particularly when the original 'Nelly' has left the practice and those who sat next to her are now trying to train their own successors.

In fact, there have been a number of occasions where firms have set out to purchase a replacement software system that can perform a specific function only to discover that their original system had that capability all along but thanks to inadequate training no one knew it.

The point always to keep in mind here is that computer systems are just tools, the value of which derives from how they are used.

And it follows that if people are not trained how to use them properly, a firm will not see a satisfactory return on its IT investments.

Ideally, everyone who is going to use a particular system should receive full training in the use of that system.

It should be uninterrupted training, so participants can concentrate on the course rather than have the distraction of fee- earners asking them whether they could just break off to type a few urgent letters or to produce a report.

It may be worthwhile to consider periodic top-up training to ensure everyone remains up to speed on how to use systems - not least because not everything taught during the initial intensive training sessions will be remembered.

And do not forget to invest in proper training for any newcomers who join your firm, modern systems are too complex to leave to Nelly.

Charles Christian is an independent adviser to the Law Society's Software Solutions Guide