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Interviews, questionnaires and focus groups were conducted to determine the training needs of small‐ and medium‐sized enterprises (SMEs) in relation to the Internet, e‐commerce and electronic data interchange (EDI) in the UK, Poland, Slovak Republic, Germany and Portugal. The main findings indicated that there is a lack of skills and knowledge regarding use and implementation of these information and communication technologies (ICTs), and managers require training in both the business and technical issues associated with these ICTs. As a result of these studies, a Web‐based intelligent training system (WITS) has been developed. The aim of the system is to provide awareness in how to implement the Internet, e‐commerce and EDI into business processes. The WITS system aims to address the needs of SMEs by providing computer‐assisted instruction on the main elements identified for e‐commerce success. This paper describes the rationale for the structure of the WITS system, the means by which the content was classified into modules in the training system, the level of information provided, and the type of interface guidelines used to improve usability of the system.

The rapid advancement in information and communication technologies (ICTs) has brought enormous business opportunities as well as challenges. One of these challenges is the demand for ICTs skills and expertise in adopting and implementing these emerging technologies. Coping with skills shortage poses a serious challenge across all European countries. Lack of ICTs skills and knowledge is more evident in small‐ and medium‐sized enterprises (SMEs). As training is regarded as the most effective way of improving skills and enhancing knowledge, this paper attempts to address skills shortage at pan‐European level by identifying SMEs’ needs on ICTs training in the UK, Portugal and Poland. The investigation focuses on the most needed training areas, the required training levels and the preferred training delivery channels. The paper summarises findings from three‐country investigations and highlights the implications of findings for the design and development of a Web‐based training system for the use of ICTs in SMEs.