related case studies

Training planning & evaluation Program planning & evaluation

This project investigated a program designed to train people to make effective use of a computerized knowledge base. Seven persons familiar with the subject developed 37 statements which were then mapped into 6 clusters. The top and left part of the map describe the resource itself: the core knowledge, relevant tools, and resulting knowledge bases. The right and lower part of the map describe the consulting solution context and the role of the knowledge base in it.

Figure 1. Concept map.

A two-pronged training program was developed to encourage more effective use of the knowledge base. In one part, participants were put through a goal-based scenario (GBS) designed to illustrate knowledge base use in practice. In the other, participants were provided with computer-based training (CBT) in the use of the knowledge tool. Participants rated their achievement with respect to the topics on the concept map.

Results showed that neither approach was particularly effective in meeting training expectations, although the CBT can perhaps be considered marginally effective and was the better of the two. The GBS method disconnected primarily on the importance of the knowledge base itself. While it was fourth in overall importance, it was a very distant sixth in achievement. The CBT seemed more on the mark. At least the top two most important clusters also turned out to be the highest with respect to achievement. In both matches, it is apparent that participants have a relatively higher regard for tools and core knowledge than anticipated.

Figure 2. Pattern match with Goal Based Scenario (GBS).

 

Figure 3. Pattern match with Computer Based Training (CBT).