A Field Trial of Four Training Methods for Business Customers

Abstract

Customers for a new electronic telephone system were trained by one of four methods: (1) Slide-tape presentation, with lecture; (2) Lecture with flip charts; (3) Self-instruction: Color photograph version; (4) Self-instruction: Inexpensive version. Individual telephone users were given questionnaires and interviewed one week and six weeks after installation. Data were collected on feature usage, feature knowledge, satisfaction with the system, and satisfaction with training. The talk will point out the advantages and disadvantages of each training method. In addition, customer feedback on the various instructional materials will be summarized. Some methodological issues in conducting field trials will also be discussed.