ICT experience and use
One of the challenges with e-learning adoption is to ensure the ICT literacy of users is appropriate to the requirements of e-learning applications. This particular group are using computer applications in the contact centres as a fundamental business process tool. It is not surprising therefore, that the majority of the pilot participants are generally familiar with ICTs and most have a relatively long acquaintance of and consider themselves competent in the use of a range of basic applications. However, only 25% said they had achieved any formal level of ICT training (CLAIT) and the levels of competence are probably fairly basic among the majority - typically restricted to habitual use of a small amount of functions in familiar applications. Notwithstanding, the group as a whole are possibly of a higher level of competence than others working elsewhere in jobs where basic computer skills are not a fundamental requirement in their jobs.
From the pre-pilot questionnaires and the interviews, there would appear to be a relatively low level use of communications applications away from work - email, chat and the use of computers for learning are evidently higher among family members than the participants themselves (unsurprising). The interviews suggested that most still think of computers as information sources rather than communication tools. Younger participants, again unsurprisingly, have a slightly higher regular use of email, chat and games. The relevance of this finding is that other research has demonstrated that the experience of ICTs will have a direct impact on the expectations of participants about what you should and can do with computers. This was confirmed by the interviews where all but one participant envisaged computers being used only for expositive and practice learning.
...continue to lessons learned (p2)
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