Abstract
This research study sought to clarify, understand, and analyse the experiences of Learning Management System (LMS) adoption by the client training and support staff of Company X in their shift from classroom-only to online client training during the Covid-19 pandemic. While the context of this study is a private sector software company, it also draws on the research literature about public and private basic education, post-schooling, and Higher Education Institution (HEI) contexts. Here it explores how the adoption of educational technologies has been framed in various public and private educational settings under Covid-19 pandemic conditions. The Technology Acceptance Model 3 (TAM3) (Venkatesh & Bala, 2008) provided the theoretical framework for this research study, which was conducted within an interpretivist-constructivist paradigm. The latter informed a qualitative case study research design that included the use of a qualitative online survey and semi-structured interviews with six client training and support staff at Company X. On the basis of a content analysis of the data, the study found that client trainers' experiences and perspectives with newly-introduced technological systems, such as an LMS, and abrupt changes, such as the shift from classroom-only to online training during a global pandemic, are important, particularly because client trainers, like the client training and support staff at Company X, interface directly with clients and serve as a valuable feedback loop on the efficacy of Company X’s products from the client’s perspective. They also play an important role in harnessing their client's experience with their company's products and training services. The study also found that the TAM3 concept of computer anxiety, manifested among client trainers in the initial stages of the LMS adoption at Company X but that over time their anxiety about the technology subsided. However, for client trainers to train on the LMS’ use for client learning optimally, Company X will need to invest in the ongoing training and development of its client trainers and support staff.