Syllabus/achievement requirements


Kaasbøll, Jens: Developing digital competence - learning, teaching and supporting use of information technology, 2014. University of Oslo. Chapters 1-10.

Kaasbøll, Jens: Developing digital competence - learning, teaching and supporting use of information technology, 2014. University of Oslo. Chapters 11-15.

Bruton (2002) How To Manage The IT Helpdesk - A guide for user support and call centre managers

Auxiliary literature

Mutual learning

Bano & Zowghi (2013) User Involvement in Software Development and System Success: A Systematic Literature Review

Kensing & Munk-Madsen (1993) PD: Structure in the Toolbox

IT support

Munkvold (2003) End User Support Usage

Santhanam (2007) Mutual learning after development


McNeive (2009) Super Users Have Great Value in Your Organization

Gallivan, M., Spitler, V. & Koufaris (2005) Does Information Technology Training Really Matter? A Social Information Processing Analysis of Coworkers' Influence on IT Usage in the Workplace.

IT user competence standards

Committee on IT Literacy (1999) Being Fluent with Information Technology

Calvani (2012) Are young generations in secondary school digitally competent? A study on Italian teenagers

Digital Competence Assessment

Evaluation of training

Holton III (1996) The flawed four-level evaluation model

Ngoma, Kaasbøll, Aanestad (2008) From user training to in-service support

Software learnability

Grossman (2009) A Survey of Software Learnability: Metrics, Methodologies and Guidelines

Furnas (1987) The vocabulary problem in human-system communication


Grossman & Salas (2011) The transfer of training: what really matters

Chillarege (2003) Learning from our mistakes: error management training for mature learners

Ruth Clark: Leveraging multimedia for learning, 2007. Adobe. Fulltext.


Grigoreanu End-user debugging strategies: A sensemaking perspective

Novick, Elizalde & Bean (2007) Toward a more accurate view of when and how people seek help with computer applications.

Coulson (2003) ERP training strategies: conceptual training and the formation of accurate mental models

Hearst (2003) Information Visualization: Principles, Promise, and Pragmatics

Vessey & Conger (1994) Requirement Specification: Learning Object, Process, and Data Methodologies

Aharoni, D. (2000) Cogito, ergo sum! Cognitive processes of students dealing with data structures

Furuta, T. (2000) The Impact of Generating Spontaneous Descriptions on Mental Model Development

Mitra et al (2005) Acquisition of computing literacy on shared public computers: children and the “hole in the wall.”

Translations of terms

English-French-Norwegisn-Russian-Spanish This file will be updated approximately weekly.


Superuser survey results - Handouts

Literacy and User competence standards - Handouts

Mutual learning - Handouts

IT support - Handouts

Superusers - Handouts

Evaluation of Training - Handouts

Guidance for Assignment 5 - Handouts

User interface for learning - Handouts

Training for Transfer - Handouts

Learning problem solving - handouts

Use of IT for business – and how it is learnt

Learning Information - handouts

Slide design - handouts

Learning IT concepts - handouts

IT concepts - handouts

Subject matter areas - handouts

Instructions and Directions - handouts

Skills - handouts

Introduction - handouts


Capturing video of screen 1

Capturing video of screen 2


Exercises for Chapter 2

Previous group asignments

Title in Norwegian means contents in Norwegian













Previous exam papers

Exam paper 2014 - English

Eksamensoppgåve 2014 - nynorsk

Eksamensoppgave 2014 - bokmål

Guidelines for external examiner - 2014

Eksamensoppgave 2013 - bokmål

Exam paper 2013 - English

Guidelines for external examiner - 2013

A perfect submission composed by parts from several students. Some English, mostly Norwegian.

Exam paper 2012 - English, Fulltext.

Exam paper 2012 - nynorsk, Fulltext.

Exam paper 2012 - bokmål, Fulltext.

Exam 2012 - Guidelines for solution, Fulltext.

Test exam 2012, Fulltext.

Published Jan. 13, 2014 4:59 PM - Last modified June 2, 2014 2:06 PM