Literature
Kaasb?ll (2017) Developing digital competence - learning, teaching and supporting use of information technology
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
Iden & Eikebrokk (2013) Implementing IT Service Management: A systematic literature review
Munkvold (2003) End User Support Usage
Santhanam (2007) Mutual learning after development
Bruton (2002) How To Manage The IT Helpdesk - A guide for user support and call centre managers
Superusers
McNeive (2009) Super Users Have Great Value in Your Organization
IT user competence standards
Committee on IT Literacy (1999) Being Fluent with Information Technology
Calvani et.al. (2012) Are young generations in secondary school digitally competent? A study on Italian teenagers
Evaluation of training
Holton III (1996) The flawed four-level evaluation model
Ngoma, Kaasb?ll, Aanestad (2008) From user training to in-service support
Software learnability and Help functionality
Cockburn et.al (2014) Supporting Novice to Expert Transitions in User Interfaces
Grossman & Fitzmaurice (2010) ToolClips: An Investigation of Contextual Video Assistance for Functionality Understanding
Dai et.al (2015) Tipper: Contextual Tooltips that Provide Seniors with Clear, Reliable Help for Web Tasks
Grossman et.al (2009) A Survey of Software Learnability: Metrics, Methodologies and Guidelines
Furnas et.al (1987) The vocabulary problem in human-system communication
Training
Grossman & Salas (2011) The transfer of training: what really matters
Chillarege et.al (2003) Learning from our mistakes: error management training for mature learners
Mayer (1989) Models for Understanding
Ruth Clark: Leveraging multimedia for learning, 2007. Adobe. Fulltext.
Learning
Bhavnani & John (2000) The Strategic Use of Complex Computer Systems
Grigoreanu et.al.(2012). 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 et.al (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.”