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ERIC Number: EJ846208
Record Type: Journal
Publication Date: 2005-Mar
Pages: 15
Abstractor: As Provided
Reference Count: 26
ISSN: ISSN-0898-5952
Training Needs Analysis and Evaluation for New Technologies through the Use of Problem-Based Inquiry
Casey, Matthew Scott; Doverspike, Dennis
Performance Improvement Quarterly, v18 n1 p110-124 Mar 2005
The analysis of calls to a help desk, in this case calls to a computer help desk, can serve as a rich source of information on the real world problems that individuals are having with the implementation of a new technology. Thus, we propose that an analysis of help desk calls, a form of problem-based inquiry, can serve as a fast and low cost means of both analyzing training needs and evaluating training. We illustrate the use of problem-based inquiry through a case study of the analysis of help desk calls made after the delivery of a training program that served to introduce a new type of document management system in a professional services firm. Based on the analysis of help desk calls it should be possible to modify future training so as to enhance transfer to the job environment. (Contains 3 figures.)
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Publication Type: Journal Articles; Reports - Research
Education Level: Adult Education
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A