Chapter 11: Training Computer Users A Guide to Computer User Support for Help Desk and Support Specialists second edition by Fred Beisse

Learning Objectives Definition and goals of training Main steps in the training process Plan a training session Prepare a training session Present a training module Progress toward quality training

What Is Training? Training - A teaching and learning process that aims to build skills Related to but different from education

Education Aims to provide conceptual understanding Aims to build long-term thinking skills Provides basic vocabulary and understanding of general principles Intended to have long lasting effects

Training Focuses on performing activities and building expertise Often tested by measuring ability to perform specific tasks Can be short term

The Training Process Four Ps of End-user Training: Step 1: Plan Gather information about training objectives Step 2: Prepare Gather and prepare materials Organize them into modules Step 3: Present Present training modules Step 4: Progress Evaluate and improve training

Step 1: Plan the Training (Overview) Who trainees are What they need to know or be able to do as a result of training Background the trainees bring to the training Level of skills trainees need Specific learning or performance objectives

Determine Trainee Backgrounds Skill level Novices Intermediate users Users with advanced skills Age Youth Adults Seniors Motivation Self-selected attendance Required attendance

Determine Trainee Content Needs Discover content needs from Position descriptions Employee interviews Supervisor interviews

Determine Skill Levels Trainees Need Concepts: ability to use basic vocabulary Understanding: ability to explain concepts Skills: ability to perform a basic task Expertise: ability to perform a task effectively and efficiently

Determine What Trainees Already Know Measure prior knowledge with Employee interviews Supervisor interviews Pre-test Trainers can adjust for differences in prior knowledge with Background materials Introductory session

Appropriate level for new materials Level of instruction strategy: Teach to “average” of class Target instruction somewhat below “average” Use examples trainees can relate to Be aware of trainee diversity in cultural and language backgrounds.

Define Training Objectives Learning objectives Statement of the knowledge and skills trainees need to learn Performance objectives Statement of what a trainee should be able to do at the end of a training session Usually start with an action verb Should be measurable

Step 2: Prepare for the Training (Overview) Specific content Organization of topics Selection of training environment Evaluation of trainee and trainer

Specify Topics to Cover Possible sources Trainer’s own knowledge of what is important Objectives from Step 1 Topics covered by other trainers and writers Examples of successful training materials Decide what not to cover Avoid covering too much information

Organize the Topics Progress from lower level skills to higher level Introduce concepts and terms first, followed by explanations to build understanding Focus on building basic skills and abilities Build expertise

Generic Template for a Training Session 1. Introduce trainer 2. Review previous topics 3. Introduce new topic 4 .Establish motivation 5. Present new material Concepts Explanations 6. Perform training activity Teach basic skill ability Build skills and expertise 7. Summarize and review main points 8. Describe next steps 9. Obtain evaluation and feedback continued

Select an Effective Training Environment Classes (15-25 trainees) Small groups (12 or fewer trainees) One-to-one training Self-guided tutorials

Classes Advantages Disadvantages Cost-effective Single trainer for many trainees Potential use of special training facility Social learning between trainees Disadvantages Discomfort asking for help in a large group Different learning paces

Small Groups Advantages Disadvantages Greater availability of individual assistance More trainee-to-trainee interaction and social learning Disadvantages Higher cost

One-to-one Training Advantages Disadvantages Close monitoring of learning curve Availability of immediate help and feedback Disadvantages High cost No social learning among peers

Self-Guided Tutorials Advantages No trainer cost after materials have been developed Individualized pace of learning Disadvantages Assistance and feedback may not be available

How Learners Learn One one, single learning style works for every trainee Variety of learning styles to be considered Information retention and learning performance improves with activity and repetition

Learning Methods and Retention

Select a Delivery System Lecture method Reading assignment Online reading assignment Group discussion Visual aids Multimedia materials Handouts and reference sheets Product demos Tutorials Hands-on activities Case studies Collaborative or group learning Computer-based training (CBT) Web-based training (WBT)

Lecture Method Effective use of instructor’s time Passive learner role Often used in combination with other delivery systems

Reading Assignment More active learner involvement than lecture Textbook Trade book Vendor manual More active learner involvement than lecture Amount of reading must be reasonable for given time available Need to match level of materials with reading ability of trainees

Online Reading Assignments Online help systems CD-ROM manuals Internet manuals Tend to be better written than many printed vendor manuals, but online doesn’t guarantee accuracy Enable increased interactivity with hyperlinks

Group Discussion Actively involves trainees in peer-to-peer learning Most effective when it is beneficial to share experiences

Visual Aids Tend to be retained better than auditory information Pictures Charts Diagrams Graphic images Tend to be retained better than auditory information Should be large enough to be visible to entire audience Use simple designs with careful use of color for emphasis

Multimedia Materials Combinations of Text Still images Animation Sound Each form of media can reinforce others Can increase amount of material learned and ability for recall Prohibitive cost for single session Cost of development can be spread over multiple training sessions

Handouts and Reference Sheets Training is a one-time event “Take-away” information Contain just enough information that users can recall important facts or steps in a procedure

Product Demonstrations Effective on LCD projection devices Visible to large groups of 50-75 trainees Important to adjust pace, especially in a GUI environment

Tutorials Self-guided, self-paced Step-by-step introduction Opportunity to repeat difficult lessons or take a refresher course High cost for initial development; little additional cost per user

Hands-on Activities Sometimes called lab exercises Let users Try out what has been learned Practice what has been learned Build skills and expertise Learn to become independent users Most effective when trainees receive immediate feedback on performance

Case Studies Encourage transition from artificial environment of training room to realities of business world Based on real business situations Require trainees to apply skills they have learned

Collaborative or Group Learning Group discussions Collective hands-on activities Group problem solving Participation in joint case study team Recognizes that learning is a social phenomenon-- trainees can learn from other

Computer-based Training (CBT) Includes a combination of Tutorials Multimedia Product demos Hands-on activities Uses a computer system as an automated training system Expensive to develop, but cost-effective for large groups Some CBT systems also handle administrative tasks

Web-based Training (WBT) Similar to CBT in advantages and disadvantages Internet replaces CD-ROM as the delivery media

Changing role of trainers in online, self-guided training world Less trainer time spent on preparation and presentation of training materials More trainer time spent on Trainee needs assessment Planning and design of training programs Evaluation of training materials Trainee motivation Assessment of training, trainees, trainers Trainee assistance

Develop Specific Training Materials (end of Step 2) Most trainers do not develop training materials from scratch Existing resources: Vendor manuals Trade books Textbooks Industry training packages Respect copyrights Selected materials related to trainee interests

Design Training Evaluation Methods Training assessment focuses on Trainee evaluation Trainer assessment Test or quiz Hands-on activities and exercises Trainer evaluation Trainee performance results Evaluation form/survey

Evaluation Forms Provide vehicle for trainees’ perspective on strengths and areas that need improvement in the training session Sample questions Were training objectives clear? Were terms used in training defined? Was training well-organized? Were training aids useful?

An Evaluation Form

Step 3: Present the Training Practice the presentation Arrive early to check the facility Don’t read notes Don’t try to cover too much material Teach the most important skills Use humor sparingly Stop for comprehension checks Monitor the training environment Provide frequent breaks Obtain professional feedback

Step 4: Progress Toward Quality User Training Purpose: improve the quality of training Review feedback Evaluate trainer performance Modify Presentation Materials

Evaluation Resources for trainer Results of training beta tests Results of trainee performance tests Trainee feedback on training Observations of training colleagues Videotaped training sessions

Tips on training quality Keep technical materials current Check materials against the latest versions of hardware and software Join an online training group, such as TechRepublic, and use their articles on training improvement