Strategies

Help/Technical Support

Along with the proper equipment and its management, help with its operation or technical support are essential to an anxiety free environment for the computer user. In giving one-on-one help, the trainer or teacher should refrain from doing the keyboard operation him/herself and allow the student to take control in performing the task. In explaining an operation, or providing new information, one should build on previously learned information - going from the known to the unknown. In answering a request for help, trainers should avoid comments like, "this is easy" or "you should know that already" which only serve to create a feeling of failure in the learner. Help desks and phone support should be readily available. Phone support personnel should have good telephone and listening skills and be aware of problems or anything new in the system through periodic training. In the Smith and Kotrlik study of computer anxiety among extension agents, it is suggested that help be in the form of "formal computer training, incentives and rewards for agents who use computers, as well as specialist support for continued practice" (Smith, 1990, para. 13).

Getting help or technical support can take various forms. In the educational setting, there are workshops, seminars, or special sessions for teachers in learning about the various available software. In the Barker study, suggestions are to incorporate a peer coaching plan, provide in-service training, software presentations, and specialty presentations for those interested in becoming technologists (Barker, 1994, p. 25). Help in understanding the technology can also be obtained from computer companies, software developers and professional organizations. It makes good business sense for companies to provide training for teachers who will later become enthusiastic computer users which can later pay off in increased sales for the companies. In the Baker study, a nearby International Business Machines Corporation was contacted and "the IBM consultant for schools was more than willing to support our teacher training efforts. The consultant prepared and supervised the training sessions which dealt with staff usage (Barker, 1994, p. 28). With the ever-increasing and evolving technology of computers, it is essential that qualified help and technical support be readily available as a way of lessening or eliminating computer anxiety.