I mentioned before that some clients like things simple. Simple is good.
However, when clients are motivated to learn more, I work with them to define solutions for their needs which are at a technological level they are comfortable with. Then I train and empower them so they can be self-sufficient.
So, regardless of an individual’s technical aptitude, I believe the best way to provide tools the user will benefit from is to watch their work process and learn about the documents they need to produce. Asking someone what they want to learn about software – when they don’t know the software – is a waste of time and money.
I ask clients what they need to accomplish, what documents they need to produce, and what materials they already have. Then I help them achieve their goals more quickly and easily, taking into account their resources, work habits and needs, not just the features of the software and/or the capabilities of the computer support personnel (or consultants).