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Suitability of diagrams for IT user learning

Training and user documentation aim at people being able to use IT when returning from training. Such transfer is in general difficult to achieve. Based on a model of IT use learning, two types of diagrams in documentation were compared in a field study; instructions showing the sequence of how to carry out an operation by means of screen shots and structural models showing data structures without user interface elements. Instructions were in general favoured. Even if the instructions only to a small extent were presented with projector during training, the trainees stated that they learnt a lot from these presentations. The learning outcome might have been the existence of an operation and where in the software to locate it. While primarily intended as help for understanding data structures, the trainees also used structural models as guides for carrying out operations. Instructions in particular, but also structural models were utilised by the trainees after the training sessions, hence helping transfer. Trainers should include both types of models in courses.