These two papers were presented at a symposium on instructional technology in human resource development (HRD) moderated by Mark Lewis at the 1996 conference of the Academy of Human Resource Development. "An Analysis of the Instructional Technology Competencies Required by HRD Practitioners and Sources of Competency Development" (Julie A. Furst-Bowe) describes the computer-based technologies and distance learning systems currently used in employee training and technologies that will be used in future training processes. Following an examination of the competencies needed by trainers to use the various types of technologies, the study identified where trainers are obtaining competencies in the use of computer-based technologies and distance learning and the barriers to implementation. "Electronic Performance Support for Telephone Operators" (Theo J. Bastiaens et al.) examines the effectiveness of electronic performance support systems (EPSS) and describes the analysis, construction, and evaluation of an EPSS. Papers contain references. (KC)