Improving End-User Proficiency: Effects of Conceptual Training and Nature of Interaction

Abstract

Users of information technology form mental models that reflect' their understanding and knowledge of an information system. These models affect the proficiency with which they use these systems. In this paper, we draw upon assimilation theory of learning to propose and test a two-stage model of mental model development. We examined the effects of two types of training method, namely conceptual model and procedural, and two levels of nature of interaction, namely novel and simple tasks, on end-users' proficiency in forming accurate mental models of an electronic mail system. Our results indicate that the actual mental models of the system formed by the users predict learning success instead of the type of training provided. Subjects who formed mental models that were conceptual in nature performed significantly better than those who formed mental models that were procedural. Main effects for nature of interaction were not significant. However, we observed a significant interaction effect between the models formed by the users and the nature of their interaction with the system. Our findings suggest that end-user performance is enhanced through training methods that provide good conceptual models but only if users form conceptual mental models and retain them.

Training Novice Users in Developing Strategies for Responding to Errors When Browsing the Web

“…Another method that has been presented in the literature for delivering exploratory training to novice users is conceptual models (Santhanam & Sein, 1994). A conceptual model is an "accurate, consistent and complete representation of the target system" (Staggers & Norcio, 1993, p. 588).…”

“…There are two types of conceptual models: analog and abstract models (Santhanam & Sein, 1994). An analog conceptual model compares the target system (the system that the user is learning about) to another type of system (Santhanam & Sein, 1994).…”

“…An analog conceptual model compares the target system (the system that the user is learning about) to another type of system (Santhanam & Sein, 1994). For instance, a computer network could be compared with a system made of two cans and a string.…”

“…For instance, a computer network could be compared with a system made of two cans and a string. An abstract conceptual model describes a system using graphics, charts, diagrams, and mathematical expressions (Santhanam & Sein, 1994). It has been suggested that abstract conceptual models were more effective than analog conceptual models in training novice users (Sein, Bostrom, & Olfman, 1987).…”

“…It has been suggested that abstract conceptual models were more effective than analog conceptual models in training novice users (Sein, Bostrom, & Olfman, 1987). Santhanam and Sein (1994) noted that conceptual models might be helpful in explaining errors to users.…”