{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2025,10,10]],"date-time":"2025-10-10T02:04:09Z","timestamp":1760061849589},"reference-count":34,"publisher":"IGI Global","issue":"3","content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2010,7,1]]},"abstract":"<p>Enterprise systems (ESs) are customizable, integrated software applications designed to support core business processes. This paper reports research contrasting the relative effectiveness of two strategies for ES end-user training that differentially reflect the Sein, Bostrom, and Olfman (1999) hierarchical knowledge-level model. One strategy\u2014 procedural\u2014involves training that targets the three lowest knowledge levels of the model (command-based, tool-procedural, and business-procedural); the other\u2014tool-conceptual\u2014involves training that also includes a higher knowledge level (tool-conceptual). A non-equivalent quasi-experimental design was used for groups of senior business students being trained to use an authentic ES. Performance measures were administered during training and ten days after training concluded. Both experiments demonstrated that training involving the tool-conceptual knowledge level leads to superior mental models, compared with training oriented toward lower knowledge levels, as expressed in the recollection and communication of ES concepts. Tool-conceptual knowledge-level training can be used to promote understanding and communication, and should be incorporated into training strategies for ES.<\/p>","DOI":"10.4018\/joeuc.2010070102","type":"journal-article","created":{"date-parts":[[2010,7,1]],"date-time":"2010-07-01T00:15:13Z","timestamp":1277943313000},"page":"22-39","source":"Crossref","is-referenced-by-count":9,"title":["Enterprise Systems Training Strategies"],"prefix":"10.4018","volume":"22","author":[{"given":"Tony","family":"Coulson","sequence":"first","affiliation":[{"name":"California State University, San Bernardino, USA"}]},{"given":"Lorne","family":"Olfman","sequence":"additional","affiliation":[{"name":"Claremont Graduate University, USA"}]},{"given":"Terry","family":"Ryan","sequence":"additional","affiliation":[{"name":"Claremont Graduate University, USA"}]},{"given":"Conrad","family":"Shayo","sequence":"additional","affiliation":[{"name":"California State University, San Bernardino, USA"}]}],"member":"2432","reference":[{"key":"joeuc.2010070102-0","doi-asserted-by":"crossref","first-page":"85","DOI":"10.1016\/B978-0-12-248290-8.50012-1","article-title":"Learning and using text-editors and other application programs","author":"C.Allwood","year":"1990","journal-title":"Cognitive ergonomics: Understanding, learning, and designing human computer interaction"},{"key":"joeuc.2010070102-1","doi-asserted-by":"publisher","DOI":"10.1016\/0004-3702(89)90052-0"},{"key":"joeuc.2010070102-2","author":"D. P.Ausubel","year":"1968","journal-title":"Educational Psychology: A Cognitive View"},{"key":"joeuc.2010070102-3","doi-asserted-by":"publisher","DOI":"10.1145\/358172.358408"},{"key":"joeuc.2010070102-4","first-page":"625","article-title":"The user's mental model of an information retrieval system: An experiment on prototype online retrieval catalog.","volume":"10","author":"C.Borgman","year":"1986","journal-title":"International Journal of Man-Machine Studies"},{"key":"joeuc.2010070102-5","doi-asserted-by":"publisher","DOI":"10.2307\/249313"},{"key":"joeuc.2010070102-6","unstructured":"Coulson, T., Zhu, J., Stewart, W., & Rohm, C. E. T. (2004). The importance of database application knowledge in successful ERP training. Communications of the IIMA, 4(3)."},{"key":"joeuc.2010070102-7","author":"T. H.Davenport","year":"2001","journal-title":"Mission critical: Realizing the promise of Enterprise Systems"},{"key":"joeuc.2010070102-8","doi-asserted-by":"publisher","DOI":"10.2307\/249510"},{"key":"joeuc.2010070102-9","doi-asserted-by":"publisher","DOI":"10.2307\/1266226"},{"key":"joeuc.2010070102-10","doi-asserted-by":"publisher","DOI":"10.1037\/0021-9010.74.6.884"},{"issue":"4","key":"joeuc.2010070102-11","first-page":"317","article-title":"The measurement of change: learning-dependent progression of mental models. Technology, Instruction","volume":"2","author":"D.Ifenthaler","year":"2005","journal-title":"Cognition and Learning"},{"key":"joeuc.2010070102-12","author":"P. N.Johnson-Laird","year":"1983","journal-title":"Mental models: Towards a cognitive science of language, inference, and consciousness"},{"key":"joeuc.2010070102-13","doi-asserted-by":"publisher","DOI":"10.1016\/S0020-7373(85)80045-6"},{"key":"joeuc.2010070102-14","article-title":"Randomized and quasi-experimental designs in evaluation research","author":"M.Mark","year":"1984","journal-title":"Evaluation Research methods: A basic guide"},{"key":"joeuc.2010070102-15","first-page":"15","article-title":"Some observations on mental models","author":"D. A.Norman","year":"1983","journal-title":"Mental Models"},{"key":"joeuc.2010070102-16","doi-asserted-by":"crossref","DOI":"10.1017\/CBO9780511805936","author":"D. E.O'Leary","year":"2000","journal-title":"Enterprise resource planning systems: Systems, life cycles, electronic commerce, and risk"},{"key":"joeuc.2010070102-17","author":"L.Olfman","year":"2001","journal-title":"Training with a business focus: A best practice"},{"key":"joeuc.2010070102-18","article-title":"Developing Training Strategies with an HCI Perspective","author":"L.Olfman","year":"2006","journal-title":"Human-Computer Interaction and Management Information Systems - Foundations"},{"key":"joeuc.2010070102-19","doi-asserted-by":"publisher","DOI":"10.2307\/249522"},{"key":"joeuc.2010070102-20","unstructured":"Panko, R. R., & Sprague, R. (1997). Experiments in spreadsheet development: Task difficulty, level of expertise, and error rate. Unpublished manuscript http:\/\/www\/cba.hawaii.edu\/panko\/papers\/\/ss\/Imexpert.htm"},{"key":"joeuc.2010070102-21","first-page":"25","article-title":"2008). The phases of ERP software implementation and maintenance: A model for predicting preferred ERP use.","author":"A. R.Preslak","year":"2007","journal-title":"Journal of Computer Information Systems"},{"key":"joeuc.2010070102-22","doi-asserted-by":"publisher","DOI":"10.1287\/isre.5.4.378"},{"key":"joeuc.2010070102-23","doi-asserted-by":"publisher","DOI":"10.1207\/s15327051hci0403_2"},{"key":"joeuc.2010070102-24","first-page":"236","article-title":"Training end users to compute: cognitive, motivational and social issues.","volume":"25","author":"M. K.Sein","year":"1987","journal-title":"INFOR"},{"issue":"1","key":"joeuc.2010070102-25","doi-asserted-by":"crossref","first-page":"32","DOI":"10.4018\/joeuc.1999010104","article-title":"Rethinking end-user training strategy: Applying a hierarchical knowledge level model.","volume":"11","author":"M. K.Sein","year":"1999","journal-title":"Journal of End User Computing"},{"key":"joeuc.2010070102-26","unstructured":"Shayo, C. (1995). Role of conceptual and mental models in motivating end users to learn new but related software packages. Unpublished doctoral dissertation, Claremont Graduate School, Claremont, CA."},{"issue":"1","key":"joeuc.2010070102-27","doi-asserted-by":"crossref","first-page":"3","DOI":"10.4018\/joeuc.2000010101","article-title":"The role of training in preparing end users to learn related software.","volume":"12","author":"C.Shayo","year":"2000","journal-title":"Journal of End User Computing"},{"key":"joeuc.2010070102-28","unstructured":"Shupe, C., & Behling, R. (2006, July\/August). Developing and implementing a strategy for technology deployment. The Information Management Journal, 52-57."},{"key":"joeuc.2010070102-29","doi-asserted-by":"publisher","DOI":"10.1006\/imms.1993.1028"},{"key":"joeuc.2010070102-30","author":"B. G.Tabachnick","year":"1989","journal-title":"Using Multivariate Statistics"},{"key":"joeuc.2010070102-31","unstructured":"Viehland, D., & Shakir, M. (2005, spring). Making sense of enterprise systems implementations. University of Auckland Business Review, 28-34."},{"key":"joeuc.2010070102-32","author":"M.Wheatley","year":"2000","journal-title":"ES training stinks"},{"issue":"6","key":"joeuc.2010070102-33","doi-asserted-by":"crossref","first-page":"617","DOI":"10.1177\/001872088903100601","article-title":"Mental models: Theory and application in human factors.","volume":"31","author":"J. R.Wilson","year":"1989","journal-title":"Human Factors"}],"container-title":["Journal of Organizational and End User Computing"],"original-title":[],"language":"ng","link":[{"URL":"https:\/\/www.igi-global.com\/viewtitle.aspx?TitleId=43750","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2022,6,1]],"date-time":"2022-06-01T15:07:08Z","timestamp":1654096028000},"score":1,"resource":{"primary":{"URL":"https:\/\/services.igi-global.com\/resolvedoi\/resolve.aspx?doi=10.4018\/joeuc.2010070102"}},"subtitle":["Knowledge Levels and User Understanding"],"short-title":[],"issued":{"date-parts":[[2010,7,1]]},"references-count":34,"journal-issue":{"issue":"3","published-print":{"date-parts":[[2010,7]]}},"URL":"https:\/\/doi.org\/10.4018\/joeuc.2010070102","relation":{},"ISSN":["1546-2234","1546-5012"],"issn-type":[{"value":"1546-2234","type":"print"},{"value":"1546-5012","type":"electronic"}],"subject":[],"published":{"date-parts":[[2010,7,1]]}}}