Gartner Research

Untrained Users Cost More to Support Than Trained Users

Published: 14 March 2006

ID: G00138330

Analyst(s): Leslie Fiering, Bill Kirwin


The growing number of applications and computing devices raises the need for end-user training. Untrained users cost at least five times more to support than trained users.

Table Of Contents
  • The Training Curriculum
  • Should the Training Be Optional or Mandatory?
  • Should the Training Be a Whole or Half-Day?
  • No Single Best Way to Deliver Training
    • Formal, Scheduled Training
    • Web-Based Virtual Classrooms
    • Personal Trainers
    • Self-Paced Instruction/Just-in-Time Training
    • E-Training Modules
    • Cheat Sheets
    • Help Desk Training Modules
    • Embedded JITT in Enterprise Applications
    • Create an Enterprise Training Server or Intranet
    • In-House or Outsourced Training?
  • Recommendations
  • Bottom Line

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