Computer technician training

The need for training is well stated; however, the lack of support by shop owners, reduced budgets of manufacturers and frequency of no-shows suggest that we continue to have a very large need, yet a very small demand. Even free training provided by suppliers and manufacturers is often not well attended.

Many styles of training are available. Hands-on training is always preferred by technicians, and while expensive, it is very necessary in certain eases. Videotapes are cheap and reusable but are linear and sometimes a chore to watch. CD-ROM versions of training, some of which are merely video knockoffs, serve some of the market. Manuals, books and downloaded OEM information are key sources of information, but often do not make for effective training. Tool sales people and field engineers often serve in the role of trainers.

One emerging approach is online training. It is not the universal answer--it is only one answer. As with any media, several approaches have been used to develop and deliver online material. "Page turners" with scanned text are quick and inexpensive to produce, but users don't like to read much on a screen. Streaming video has bandwidth problems that limit applications and quality, as well as graphics that include PowerPoint slides.

Online courses are based on design parameters that encourage interactivity, such as drag-and-drop, by the use of Flash programming. They also provide the ability to access training with minimal speed and equipment, such as a 56Kbps modem. A tutor link also is added to place a "real person" in the learning process. Development of this material requires an involved subject matter expert (SME)/instructor. The instructor's experience is key, in that potential student problems must be identified so that the course material anticipates and handles these problems.

In spite of the ease of use and lower cost, online training has not been a widely used model. There is no strong motivating force to encourage working technicians to learn in this medium or any other. Time is money. The automakers may have an edge: They can require technicians to engage in training. Independent technicians are just beginning to access OEM information on the Web, and OEMs suggest that even this response has been limited. Many technicians are not computer literate and see no reason to get involved (the major exception is iATN). The flat-rate process does not encourage a technician to take time for research or to even look up Technical Service Bulletins.

The one significant segment of our society that embraces computer technology is our young people, and it appears that the most promising application for online training is in vocational schools and community colleges. Young people are comfortable with computers, and the use of interactive material makes the course exciting. Instructors like the fact that individual work is encouraged. Enabling a student to learn Ohm's Law on the computer saves the instructor considerable time and facilitates more time in the lab.

Despite the hurdles, we believe online training will be a very good alternative in the longer run and will include a broader range of participants. Vehicle, tool and parts manufacturers, as well as service providers, will eventually consider the benefits of its lower cost of delivery and the timeliness of information delivered online. And the younger generation will take over.

DR. ROD BOYES is president of Melior-Delaware Inc., a provider of professional staff and online courseware for the automotive industry. His background includes professorships, publications and administrative positions in industry and education. His writings include a textbook in computing and dozens of articles and position papers.