Formal versus Informal End User Training in Public and Private Sector Organizations

A K. Aggarwal (1998) recently made the point that computer training must be continuous and asked whether "peer-to-peer training" should be encouraged to help accomplish this goal. Until now, there has been little research about informal, peer-to-peer training or self-training efforts in public and private organizations. Most attention has been focused on formal training efforts planned by organizations and conducted by in-house or external professionals. But, our experience is that most learning about computer software is due to training in which formal organizations have played, until now, little or no role. We believe that most people receive a great deal of help from others, often "key users" whose assistance plays a crucial role in supporting the successful use of information systems (IS). The purpose of this article is to conduct an exploratory analysis of the role that informal (both peer-to-peer training and self-training) efforts have played in public and private organizations. We have also gathered data concerning perceptions of the success of these efforts.