End-user training and learning
Communications of the ACM
The assessment of end-user training needs
Communications of the ACM
MIS Quarterly - Special issue on IS curricula and pedagogy
Trends in end-user training: a research agenda
SIGCPR '98 Proceedings of the 1998 ACM SIGCPR conference on Computer personnel research
Analysing information systems evaluation: another look at an old problem
European Journal of Information Systems - Special issue on information systems evaluaiton
Growing systems in emergent organizations
Communications of the ACM
An encounter with grounded theory: tackling the practical and philosophical issues
Qualitative research in IS
A best-practice based model for information technology learning strategy formulation
SIGMIS CPR '03 Proceedings of the 2003 SIGMIS conference on Computer personnel research: Freedom in Philadelphia--leveraging differences and diversity in the IT workforce
A Comparative Study of Distributed Learning Environments on Learning Outcomes
Information Systems Research
Information Systems Research
Conceptual frameworks in practice: evaluating end-user training strategy in an organization
Proceedings of the 2004 SIGMIS conference on Computer personnel research: Careers, culture, and ethics in a networked environment
Can e-learning replace classroom learning?
Communications of the ACM - New architectures for financial services
Building systems that users want to use
Communications of the ACM - The Blogosphere
Evaluating end-user training programs
Communications of the ACM - Interaction design and children
End-user training methods: what we know, need to know
Proceedings of the 2006 ACM SIGMIS CPR conference on computer personnel research: Forty four years of computer personnel research: achievements, challenges & the future
Proceedings of the ninth conference on Participatory design: Expanding boundaries in design - Volume 1
A Study of Help Requested Online by Spreadsheet Users
Journal of Organizational and End User Computing
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Introducing information systems into organizations initiates a change in human behaviors, which is often perceived as obtrusive and distracting. End-user training may help manage this challenge by getting the users familiar with the system and its functionality. However, end-user training is not easy, nor self-evident, as shown in this paper. This is problematic, particularly when organization-wide standards for how to provide training are missing or when the group of end-users is two-layered, that is, both the customers and the staff must be trained. In this paper, the authors describe a qualitative case study of how the end-user training on an e-Bank was organized, and how the training was delivered to its elderly customers. The training model by Simonsen and Sein 2004 is utilized and extended to cover the systems development cycle. The authors argue that an approach that integrates the end-user training with the systems development improves organizational implementation. As a result, this paper makes practical suggestions about the issues related to organizing end-user training.