ABSTRACT
Abstract: This chapter outlines a strategic perspective for designing, implementing, and delivering software training with a human-computer interaction (HCI) perspective. The IT training strategy development framework is based on research we have conducted over the past two decades. A comprehensive training strategy is a plan for matching an appropriate training method to the specific type of trainee and the specific IT tool to achieve a desired set of training outcomes. In order to develop a training program it is necessary to know what knowledge trainees must have at the end of the training program. What trainees must know can be mapped into a set of knowledge levels. Knowledge levels comprise an integrated hierarchy of skills that, taken together, form the basis for ensuring the ability to effectively learn either a specific software application or, at the highest level, to be able to learn any application. A training strategy provides a basis for creating a training program that includes activities and methods necessary to move the trainees to the appropriate knowledge level. The strategy is especially important because there is no one training program that can be universally applied. It enables the right approach for the right system for the right trainee. A training strategy is integrated into an organization’s learning strategy, which determines how resources are expended on training. The learning strategy is itself in tune with the organization’s corporate strategy. Thus, our conceptualization of a training strategy is firmly embedded within the HCI perspective as defined and articulated in this book and reflected in other papers. Keywords: End-User Training, Software Training, Knowledge Levels, Training Strategy, Learning Strategy
INTRODUCTION
In 1999, we called for a reconceptualization of training, arguing that the traditional view of training that focused almost entirely on the tool and skills required to use the tool was limited and did not meet the requirements for the workforce of the future (Sein et al., 1999). We proposed a knowledge-level framework that listed the knowledge (levels) that trainees must have in order to fully understand the capabilities of a system (or software), and thus use it effectively within an organizational context. In order for trainees to achieve the required knowledge level, we proposed a framework to develop a comprehensive training strategy.
