Formal training was the exception, an apprenticeship was the norm. There were people with a wealth of knowledge, but most of the knowledge was not shared. Without the benefit of experience, we needed to share the knowledge and the experiences. This role is becoming increasingly important as the office environment evolves and becomes more technical in nature. These office experts have perfected their craft through experience, and these experiences have been both good and bad.
Experience based learning is a technology of the past.
The support center has evolved so quickly that education by experience requires more analyst time than is currently available. We must promote education and faster research methods for analysts to hone their skills. The computer world requires that we have a small knowledge about a number of vastly different activities. This knowledge parlays into a number of scopes that we all must face. We often base these summations on previous experiences, visions or some sort of existing knowledge.