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Delivering training for highly demanding information systems

Andrew Lawrence Norton (Durham Business School, Durham University, Durham, UK)
Yvette May Coulson‐Thomas (Universidade Federal de São Paulo, São Paulo, Brazil and University of Lincoln, Lincoln, UK)
Colin Joseph Coulson‐Thomas (University of Greenwich, London, UK)
Colin Ashurst (Durham Business School, Durham University, Durham, UK)

European Journal of Training and Development

ISSN: 2046-9012

Article publication date: 31 August 2012




There is a lack of research covering the training requirements of organisations implementing highly demanding information systems (HDISs). The aim of this paper is to help in the understanding of appropriate training requirements for such systems.


This research investigates the training delivery within a customer‐facing organisation that successfully implemented an HDIS. A case study was undertaken to identify resource allocation during the implementation lifecycle and training guidelines were prepared following in‐depth interviews with client and supplier consultant practitioners.


Organisations implementing HDISs should invest in training throughout the implementation lifecycle. Two areas of training were found to be of importance: end‐user training to avoid technical‐isomorphism and post‐implementation training to avoid system atrophy.

Practical implications

Literature shows that training attracts the smallest proportion of the implementation resources. This research shows, however, the critical role training plays in delivering a successful HDIS implementation.


The phasing of training requirements allows training resources to be allocated more effectively into end‐user and post‐implementation training, which is necessary for the full benefits of HDIS to be realised.



Lawrence Norton, A., May Coulson‐Thomas, Y., Coulson‐Thomas, C.J. and Ashurst, C. (2012), "Delivering training for highly demanding information systems", European Journal of Training and Development, Vol. 36 No. 6, pp. 646-662.



Emerald Group Publishing Limited

Copyright © 2012, Emerald Group Publishing Limited

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