From User Training to In-Service Support

User training courses are considered a necessary component in the implementation of information systems. Training is considered to develop user competence to ensure the system is effectively utilised in the organisational context. Training is often supplemented with a phone or e-mail hot-line to help solve glitches not covered by the trainer. Research has shown that this has not always been an adequate solution. The case studied here had also adopted the courses and go strategy, which had led to poor results. An action research effort was made to improve user competence by conducting both courses and in-service support. While the courses had mixed results, courses plus monthly support yielded improvements in organisational performance. Contrastingly, performance did not change in health units that were not provided with training. The findings indicate that initial, interactive training sessions in small groups followed by support provided regularly, embedded in the normal supervision provided by managers or others is likely to improve organisational performance.