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Chapter 11 Training Computer Users
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Learning Objectives Goals of training activities
Steps in the training process How to plan a training session How to prepare a training session How to present a training module How to progress toward quality training Guide to Computer User Support, 3e
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What Is Training? Training is a teaching and learning process that aims to build skills that are immediately useful to the trainees Related to, but different from, education Guide to Computer User Support, 3e
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Education Education aims to provide conceptual understanding and to build long-term thinking skills Provides basic vocabulary (concepts) Provides an understanding of general principles Intended to have long lasting effects Guide to Computer User Support, 3e
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Training Focuses on performing activities and building expertise
Often tested by measuring a trainee’s ability to perform specific tasks Can be short term Guide to Computer User Support, 3e
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The Training Process Four Ps of End-user Training: Step 1: Plan
Gather information about training objectives Step 2: Prepare Gather and develop materials Organize them into modules Step 3: Present Deliver training modules Step 4: Progress Evaluate and improve training Guide to Computer User Support, 3e
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Step One: Plan the Training (Overview)
Determine Who the trainees are Background the trainees bring to the training What trainees need to know or be able to do as a result of training Level of skills trainees need What the trainees already know Specific learning or performance objectives Guide to Computer User Support, 3e
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Determine Trainee Backgrounds
Skill level Novices Intermediate users Users with advanced skills Age Youth Adults Seniors Motivation Self-selected attendance Required attendance Guide to Computer User Support, 3e
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Determine Trainee Content Needs
Discover content needs from Position descriptions Interviews with Trainees Supervisors Guide to Computer User Support, 3e
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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 Concepts, level 1, is lowest level Expertise, level 4, is highest level Guide to Computer User Support, 3e
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Determine What Trainees Already Know
Measure prior knowledge with Trainee interviews Supervisor interviews Pre-test Trainers can adjust for differences in prior knowledge with Background materials Introductory session Guide to Computer User Support, 3e
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Appropriate Level for New Materials
Level of instruction alternatives: Teach to “average” of trainees Target instruction somewhat below “average” Use demonstrations and examples trainees can relate to Be aware of trainee diversity in cultural and language backgrounds Guide to Computer User Support, 3e
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Define Training Objectives
A learning objective is a statement of the knowledge and skills trainees need to learn A performance objective is a statement of what a trainee should be able to do at the end of a training session Training objectives Usually start with an action verb Should be measurable Guide to Computer User Support, 3e
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Step Two: Prepare for the Training (Overview)
Specify topics to cover Organize the topics Select training environment Guide to Computer User Support, 3e
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Specify Topics to Cover
Possible sources of topics Trainer’s knowledge of what is important Training objectives (from Step 1 above) Topics covered by other trainers and writers Examples of successful training materials Decide what not to cover Avoid Copying training materials verbatim Covering too much information Guide to Computer User Support, 3e
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Organize the Topics Progress from lower level skills to higher level skills Introduce concepts and terms first Then provide explanations to build understanding Focus on building basic skills and abilities next Finally, build expertise Guide to Computer User Support, 3e
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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 Guide to Computer User Support, 3e
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Select an Effective Training Environment
Classes (15-25 trainees) Small groups (12 or fewer trainees) One-to-one training Self-guided tutorials Guide to Computer User Support, 3e
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Classes Advantages Disadvantages Cost-effective
Single trainer for many trainees Potential use of special training facility Social learning among trainees Disadvantages Discomfort asking for help in a large group Different learning paces Guide to Computer User Support, 3e
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Small Groups Advantages Disadvantages
Greater availability of individual assistance More trainee-to-trainee interaction and social learning Disadvantages Higher cost Guide to Computer User Support, 3e
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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 On-the-job training is a variation Guide to Computer User Support, 3e
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Self-Guided Tutorials
Advantages No trainer cost after materials have been developed Individualized pace of learning Disadvantages Assistance and feedback may not be available Guide to Computer User Support, 3e
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How Learners Learn No one, single learning style works for every trainee Each trainee has a preferred learning style Information retention and learning performance improves with activity and repetition Guide to Computer User Support, 3e
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Learning Styles Visual learner is a trainee who learns most effectively by seeing new material Reading Looking at picture or chart Auditory learner is a trainees who learns most effectively by listening to someone talk through new material Listening to lecture Experiential learner is a trainee who learns most effectively by performing a task Also called kinesthetic learning Guide to Computer User Support, 3e
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Learning Methods and Retention
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Delivery Method Delivery method is an instructional technology, media or approach to presenting information or training materials Lectures and readings are popular delivery methods, but are they the most effective? Guide to Computer User Support, 3e
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Select a Delivery Method
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Lecture Method Advantage Disadvantage
Effective use of instructor’s time Disadvantage Passive learner role Often used in combination with other delivery systems Guide to Computer User Support, 3e
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Reading Assignments Materials
Textbook Trade book Vendor manual More active learner involvement than lecture Amount of reading must be reasonable for given time available Trainers need to evaluate organization and effectiveness of materials Need to match level of materials with reading ability of trainees Guide to Computer User Support, 3e
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Online Reading Assignments
Materials Online help systems CD-ROM manuals Internet manuals (PDF files) Tend to be better written than many printed vendor manuals, but online doesn’t guarantee accuracy Enables increased trainee interaction and flexibility with hyperlinks Guide to Computer User Support, 3e
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Group Discussion Actively involves trainees in peer-to-peer learning
Most effective when shared experiences are beneficial to learning process Guide to Computer User Support, 3e
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Visual Aids Materials Pictures Charts Diagrams Graphic images Visual information tends to be retained more effectively than auditory information Should be large enough to be visible to entire audience Use simple designs with careful use of color, fonts, art work for emphasis Guide to Computer User Support, 3e
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Multimedia Materials Multimedia materials are combinations of
Text Still images Animation Sound Each form of media can reinforce others Can increase amount of material learned and ability to recall Cost Prohibitive for single use (training session) More cost-effective when development can be spread over multiple training sessions Guide to Computer User Support, 3e
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Handouts and Reference Sheets
Training is a one-time event “Take-away” information from a training session is useful Handouts Reference Sheets Sometimes called “Cheat Sheets” Contain just enough information that users can recall important facts or steps in a procedure Guide to Computer User Support, 3e
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Product Demonstrations
Hands-on demonstration of hardware or software products Effective on LCD or DLP projection devices Cost of projectors is now more affordable Visible to large groups of trainees Important to adjust pace, especially in a GUI environment Guide to Computer User Support, 3e
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Tutorials Tutorial is an interactive learning technique
Self-guided Self-paced Step-by-step Effective for introductory materials Opportunity to repeat difficult lessons or take a refresher course Costs High for initial development Low for each additional user Guide to Computer User Support, 3e
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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 Guide to Computer User Support, 3e
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Case Studies Encourage the 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 Guide to Computer User Support, 3e
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Role Playing Role playing lets trainees participate in a rehearsal or practice of a simulated work situation Role playing trainees take the roles of Users Support staff Trainers Trainees Provides experience with skills and emotions Guide to Computer User Support, 3e
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Collaborative or Group Learning
Collaborative learning involves Group discussions Collective hands-on activities Group problem solving Role playing Participation in a case study team Recognizes that learning is often a social activity trainees can learn from each other as well as from a trainer Guide to Computer User Support, 3e
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Computer-Based Training (CBT)
Computer-Based Training (CBT) includes a combination of Tutorials Multimedia Product demonstrations Hands-on activities Uses a computer as an automated training system Cost Expensive to develop Cost-effective for large numbers of trainees Some CBT systems also handle administrative tasks Guide to Computer User Support, 3e
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Web-Based Training (WBT)
Web-Based Training (WBT) is similar to CBT, except the Internet replaces CD-ROM as the delivery media Cost Expensive to develop Cost-effective for large numbers of trainees Trainers need to carefully evaluate the quality of Web-Based materials Not all Web-based materials are high quality Guide to Computer User Support, 3e
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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 to Assess trainee needs Plan and design training programs Evaluate and recommend training materials Motivate trainees Help with transitions between modules Assess training performance and effectiveness Assist trainees Guide to Computer User Support, 3e
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Develop Specific Training Materials
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 Guide to Computer User Support, 3e
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Design Training Evaluation Methods
Training assessment focuses on Trainee evaluation: How well did the trainees learn the material? Test or quiz Hands-on activities and exercises Trainer assessment: How well did the trainer prepare and present the material? Trainee performance results Evaluation form or survey Guide to Computer User Support, 3e
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Evaluation Forms Provide vehicle for trainees’ perspective on strengths and areas that need improvement in a training session Sample questions Were training objectives clear? Were terms used in training defined? Was training well-organized? Were training aids useful? Guide to Computer User Support, 3e
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Step Three: Present the Training
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Tips on Presentations A beta test run is a practice training session to give a trainer feedback on training materials on presentation on timing on transitions between topics Do a dry run at the training facility Computer equipment Projection equipment Lights Sound Furniture Guide to Computer User Support, 3e
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More Tips on Presentations
Use notes In outline form Don’t read an entire presentation Cover too little rather than too much Avoid trainee questions than may get off track Cover the important skills Avoid features that are “bells and whistles” Focus on education instead of entertainment Guide to Computer User Support, 3e
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More Tips on Presentations
Ask “quick check” questions of trainees Direct question Open-ended question Group discussion question Read the “body language” of trainees to see if they are comfortable, interested, bored, or inattentive Take frequent short breaks in a long session Get feedback from colleagues or a videotaped session Guide to Computer User Support, 3e
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Step Four: Progress Toward Quality User Training
Purpose: improve the quality of training Review feedback Evaluate trainer performance Modify Presentation Materials Guide to Computer User Support, 3e
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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 Guide to Computer User Support, 3e
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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.com, and use their articles on training improvement Guide to Computer User Support, 3e
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Learning Management System
Learning management system is a software tool to automate training tasks Authoring tools Training session management Libraries of instructional and reference materials Trainee testing and exam management Progress tracking Record keeping Skills database Certification database Guide to Computer User Support, 3e
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Chapter Summary Training makes users more self-reliant more productive
less likely to need support services Guide to Computer User Support, 3e
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Chapter Summary (continued)
Steps in the training process: Plan learning and performance objectives to provide the concepts, understanding, skills and expertise trainees need Prepare materials for delivery through classroom, small group, face-to-face or self-guided training; prepare lectures, readings, discussions, visual aids, handouts, demonstrations, tutorials, hands-on activities, case studies, role playing, group learning and CBT or WBT materials that are appropriate to deliver the content to the trainees Present materials using guidelines for effective presentations Progress training by evaluating the trainees and trainer to improve training materials and presentation Guide to Computer User Support, 3e
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