Dutch use telementoring to deliver training to SMEs

Citation

(2002), "Dutch use telementoring to deliver training to SMEs", Journal of European Industrial Training, Vol. 26 No. 6. https://doi.org/10.1108/jeit.2002.00326fab.001

Dutch use telementoring to deliver training to SMEs

Dutch use telementoring to deliver training to SMEs

Trained mentors and academic experts in the fields of accountancy, management, fiscal matters, marketing, human resources, public relations, communication and logistical information technology provide small and medium-size firms with online consultancy, in a pilot project run by Fontys University in The Netherlands.

The small firms log a question on to an interactive Web site. A personal business adviser is then assigned to the question according to his or her expertise. The adviser responds within 24 hours, although this might be to comment that he or she is working on the problem. Answers are typically posted back within one to three days.

Frequently-asked questions and their answers are stored on a database which serves as an information resource for inquirers and advisers. There is also a discussion page that aims to stimulate debate between small firms involved in the project.

The scheme, named Dias, is funded by the European Union under the Adapt programme, which aims to facilitate employee training in small and medium-size firms. Major advantages of the scheme are its low cost and the convenience of advice available online. Small firms value the speed and ease of access to business experts, and the ability to ask questions at any time so that the answers are immediately relevant to their business challenges. The scheme also encourages more firms to go online, and to use the Internet more regularly. The personal business advisers benefit through being made more familiar with the real problems faced by small firms.

The scheme also has disadvantages. Small firms unfamiliar with the Internet, and those with less favourable attitudes to new technology, use Dias less regularly than other companies. Some businesses struggle to pose questions clearly enough for the advisers to answer usefully. Dias is felt to be most suitable for answering short, factual questions. Advisers often feel they would like to discuss more complex questions face to face. Moreover, the discussion page is under-used by small and medium-size firms. Many feel they do not wish to pose problems related to their business in "cyberspace", to be discussed by strangers. Lack of face-to-face contact with representatives of other small firms involved in the scheme makes trust a barrier to networking.