Many of our customers have diverse skills. Some end users are experts in using specific software and different hardware components. While most customers understand the basics, many of them have not received any formal training in basic computer operations. Authors Thomas and Rutter suggest that employees are aware of their lack of skills and would prefer more training. Both state “…. the interviewees were aware of their skills shortage and clearly highlighted that training…on skills was the most necessary” (292). As customers become more knowledgeable about the basics of software and hardware, they gain a deeper understanding of how technology and software work collectively. For the customer who didn't realize the monitor was off, the training will provide them with the skills needed to understand how computers work. The fact that he couldn't see anything on the computer screen should have been an indicator that the monitor was off. If you receive training in basic computer literacy and additional software skills, the call to IS support may not have been made. Furthermore, interruptions in the workflow could have been avoided, thus keeping work production continuous. The additional training will not only educate our customers, but encourage them to learn more. As clients become motivated, Desley believes they will become more productive and that acquiring new technical skills will help them develop their careers (2765). If employees begin to understand and develop a desire to learn more, ICT will not only be used to increase performance, but will produce greater job satisfaction and strengthen user confidence. However, if end users are unsure of their capabilities… middle of paper… a third recommendation is to provide in-house training offered by IS specialists who support the software and related hardware products. At CHS, IT support teams are given specific software applications to support. Because we work directly with the client, most teams know their client base and work with them regularly. Additionally, IT specialists understand customers' usage of the software and recognize the services that the software helps users achieve. Just like their customers, these IT support specialists are internal employees and the cost to implement the training is little to no. Additionally, IT support's pre-established relationship with clients allows for a more comfortable and relaxed environment for both the trainer and end users. Additionally, trainers will have a better understanding of user issues because support has been provided in the past.