Abstract
ABSTRACT The analysis of calls to a help desk, in this case calls to a computer help desk, can serve as a rich source of information on the real world problems that individuals are having with the implementation of a new technology. Thus, we propose that an analysis of help desk calls, a form of problem-based inquiry, can serve as a fast and low cost means of both analyzing training needs and evaluating training. We illustrate the use of problem-based inquiry through a case study of the analysis of help desk calls made after the delivery of a training program that served to introduce a new type of document management system in a professional services firm. Based on the analysis of help desk calls it should be possible to modify future training so as to enhance transfer to the job environment.
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