Rethinking end-user training strategy: applying a hierarchical knowledge-level model

Training in information technology (IT) tools has traditionally been defined in terms of skills. Consequently, training methods and approaches have focused almost exclusively on ensuring that a trainee acquires the skills required to use an IT tool, and in a specific domain. With the advent and increasing use of enterprise-wide IT architectures, such as client/server, integrated processes such as workflow systems and integrated packages such as SAP, this narrow view of training will prove to be inadequate in preparing the workforce of the future. To train such a workforce, we propose a re-conceptualization of training based on a hierarchy of knowledge levels that a trainee will need. We then use this hierarchy to propose an integrated framework that can be used to develop a comprehensive training strategy. We offer directions for research that are needed to use our model to develop effective training strategies.