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End-user training is a critical factor in the success of information systems. With rising demand for end-user training, organizations are seeking new and innovative approaches for providing low-cost and effective training. Recently, intranet technology has received wide acclaim in the business press as a powerful and cost-effective method for providing anytime-anyplace training. Most of these claims, however, are anecdotal in nature. We have used a case study research method to evaluate intranet-based training in an organization. This study relies on extensive collection and analysis of both qualitative and quantitative data to study two research issues: (1) the role of intranet technology in all phases of the training process and (2) effectiveness of intranet-based training. This research expands our understanding of a new and innovative strategy for training end-users. The results of this study will provide a foundation for conducting further research on the role and effectiveness of intranets in providing end-user training. It will also provide guidelines to IS and training managers in evaluating the appropriateness of intranet technology for training end-users.

Evaluation of Intranet-based end-user training