Task Analysis—Instructional Systems Development

Computer Training Support

John Keim of Computer Learning Centers, Inc. was asked to design a curriculum to train noncomputer users to staff computer help desks. The overall goal was to develop a seven-month-long curriculum of progressive courses supporting the KSAs required for an entry-level position at a computer help desk. For the graduates of this program to be placed in positions with area employers, Keim had to design the curriculum around the specific needs of these employers.

Techniques

To start, an analyst went to the Help Desk Institute to acquire names of experts in the field— actual practitioners able to describe all of the nuances of the job. These experts became the base team members. Because it was vital to have input from managers ...