The Use of Level Three Evaluation Data to Assess the Impact of Technology Training on Work Performance

Abstract

The operational environment permitted the evaluation of new technology use comparing trained end-users. Data was collected to determine: • the impact of formal and informal training on tool use • the utilization of system features as a baseline • the questions asked of the help desk by trained and untrained users • the impact of training on job productivity via technology Data showed that a formal training program yielded greater use of the new technology and more questions of an advanced nature to the help desk. A job/task-focused technology training program, although short, did have significant positive impact on job skills of query formulation. When evaluating new technology and its support performance, technologists should: • use a team approach that includes diverse expertise • identify critical job performance metrics associated with effective tool use • get participation from the technology development and end-user communities • collect quantitative data which can be amplified by follow-up interviews and observations • get a commitment from management to use evaluation results for overall performance improvement • work toward a technology deployment process that routinely includes evaluation data.

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