Electronic Performance Support in 99 Seconds
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FINGERTIP ELECTRONIC PERFORMANCE SUPPORT SYSTEMS in 99-seconds or less …
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Electronic Performance Support in 99-seconds or less
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FINGERTIP
ELECTRONIC PERFORMANCESUPPORT SYSTEMS
in 99-seconds or less …
Five Moments of Need
Bob Mosher
When Learning for the First Time When Wanting to Learn More
When Trying to Remember and/or Apply When Things Change When Something Goes Wrong
Dr. Conrad Gottfredson, BYU
Application & Maintenance
of KnowledgePerformance Support
Acquisition of Knowledge
Formal Instruction
Addressing the Moment of Need
TRAINING SUPPORT
Acquisition of
Knowledge
“Learn”
Application of
Knowledge
“Do”
Content-based
(One sizefits all)
Context/Role-based
How Do You Know It’s Performance Support?
A helper in life and work
Repository for information, processes, and perspectives
Inform and guide
Planning and action
What percentage of job knowledge do you store in your mind?
1986 1997 2006
Robert Kelley, Carnegie-Mellon University20 Year Longitudinal Study of Knowledge Workers
It is often useful not to know things because they are going to be out-of-date or incorrect in a short time.
It is usually a better strategy not to learn them – and simply search and find the correct information when you need it
Charles Jennings, Reuters
75% 15-20% 8-10%
Information Overload
PERFORMANCE
TRAINING
The Performance Journey
RECALL & APPLICATION
CURRENT PERFORMANCE CHALLENGE
IMPACT of PERFORMANCE SUPPORT
100%
80%
60%
40%
20%
0%
RETENTION
TIME30Min.
48Hrs.
3 weeks
Research Institute of America
PERFORMANCE
Retention and Performance Challenge
Performance Support vs. Instruction
Performance Support
Instruction
YOU & YOUR WORK
YOU AWAY FROM YOUR WORK
KEEPS YOU AT WORK, MAKING YOU MORE PRODUCTIVE
Find Information When You Need It
… you wouldn’t need PERFORMANCE support.
IF you could remember EVERYTHING …
References
Job Aids & Performance Support, Allison Rossett & Lisa Schaffer
Electronic Performance Support Systems, Gloria J. Gery
Types of Electronic Performance Support Systems: Their Characteristics and Range of Designs, Deborah Alpert Sleight, 1993
Learning from EPSS, Roberta A. Rupel Single Sourcing: Building Modular Documentation,
Kurt Ament Managing Enterprise Content: A Unified Content
Strategy, Ann Rockley
