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Making a success of performance support (webinar deck)

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Organizations increasingly recognise the value of performance support, but beyond the theory and the methodology, where are the examples of it in use? Join Bob Mosher, Chief Learning Evangelist with ...

Organizations increasingly recognise the value of performance support, but beyond the theory and the methodology, where are the examples of it in use? Join Bob Mosher, Chief Learning Evangelist with Ontuitive, as he walks us through a series of organizations that are putting performance support into action. See first-hand examples of the different ways organizations are supporting performance, and the resulting impact.

This webinar will help you visualize implementing performance support in your organization, moving from a theoretical understanding to a solid grasp of how to make it work for you.


■Better understand the current state of Strategic PS
■Show the 5 stages of the Performance Support (PS) Spectrum
■Understand the design principles that help to create effective PS
■Discuss the technical specifications of today’s PS authoring software

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Making a success of performance support (webinar deck) Making a success of performance support (webinar deck) Presentation Transcript

  • Making a Success of Performance Support Strategies & Practices for Learning in the Workflow Bob Mosher Chief Learning Evangelist @bmosh©Ontuitive® 2013
  • Today’s agenda • Performance Support(PS): Why should we care & WHAT is it? • The 5 Stages of the PS Spectrum • How do you Design it EFFECTIVELY? • Examples • Technical Specifications of today’s PS authoring software©Ontuitive® 2013 2
  • A Chat Question: • What content/topic areas are you currently creating Performance Support as part of your learning solutions? • IT Training • SoftSkills (Leadership, Talent Management) • Sales Training • Onboarding • Other – Please add other areas • Not really doing much Performance Support right now. That’s why I’m on this Webinar©Ontuitive® 2013 3
  • Today’s agenda • Performance Support(PS): Why should we care & WHAT is it?©Ontuitive® 2013 4
  • What are we getting? 100% A Chat Question: Are these really “Training” problems? 90% 76% 52% 32% 20% 0% Effectiveness Forgetfulness Searching Failed Effective Understanding Adoption Fact: Only 32% ofspending 8.8 hours per week trainingwithin Fact: Peopleof are executives think their companies’ effective levels Workers users have of failed or learn in a classroom programs Nearly 50% of companies are not achieving 76% forget 90% a what they sub-standard are “extremely”of missioneffective” in preparing META Group groups to understanding or “very -critical applications – employee of adoption and usage rates. searching for Hermann Ebbinghaus – 2012 Adoption Insights Survey 30 days – information IDC– McKinsey drive business performance. That’s 457 hours a year.©Ontuitive® 2013 5
  • A definition “Orchestrated set of technology enabled services that provide on-demand access to integrated information, guidance, advice, assistance, training, and tools to enable high-level job performance with a minimum of support from other people.” - Gloria Gery, Electronic Performance Support Systems, 1991. Add the keywords found in this definition in Chat©Ontuitive® 2013
  • A definition “Orchestrated set of technology enabled services that provide on-demand access to integrated information, guidance, advice, assistance, training, and tools to enable high-level job performance with a minimum of support from other people.” - (Gloria Gery, Electronic Performance Support Systems, 1991.)©Ontuitive® 2013
  • Today’s agenda • Performance Support(PS): Why should we care & WHAT is it? • The 5 Stages of the PS Spectrum©Ontuitive® 2013 8
  • Effective Performance Support Ready in 2-Clicks & 10-Seconds in the workflow and readily available at Embedded the moment of apply according to specific roles and Contextual varying access needs Just in the form needed to effectively perform Enough inside the business process©Ontuitive® 2013 9
  • The Strategic PS Spectrum Where does your organization fit? Low 2 Transformational 4 1 5 Scattered Information Support Embedded  Shallow Scavenger-hunt Contextual  Haphazard Access Limited to random search Just Enough  Flat no cascading levels of support©Ontuitive® 2013 10
  • The Strategic PS Spectrum Where does your organization fit? Marginal 1 2 Targeted Information Support Embedded  Narrow Specialized and stands alone Contextual  Restricted Access Metadata Search Just Enough  Limited Information oriented not performance oriented©Ontuitive® 2013 11
  • The Strategic PS Spectrum Where does your organization fit? 2 Emerging 4 1 2 Tangible 3 3 Targeted Embedded  Deep Performance Support Nested within an application Contextual  Rapid Access 2-clicks/10 second access Just Enough  Task-based Cascading levels of support©Ontuitive® 2013 12
  • The Strategic PS Spectrum Where does your organization fit? 2 Emerging Significant 1 4 2 3 3 4 Automated Embedded  Deeper Performance Support Nested within an application and a business process Contextual  Automated Access Automatically adjusts to context Just Enough  Step-based support Driven by business rules©Ontuitive® 2013 13
  • The Strategic PS Spectrum Where does your organization fit? 1 2 3 Transformational 4 5 Smart Performance Support Embedded  Deep and Broad Integrated across applications and the broader business Contextual  Smart Access Observes and evolves Just Enough  Step-based Driven by business rules and behavior©Ontuitive® 2013 14
  • The Strategic PS Spectrum Where does your organization fit? Low Marginal Tangible Significant Transformational 1 2 3 4 5 Low Marginal Tangible Significant Transformational Scattered Information Targeted Information Performance Support Automated Performance Smart Performance Support Support Support Support • Haphazard access • Restricted access • Rapid Access • Automated Access • Smart Access • Flat • Limited • Task-based • Step-based • Step-based • Shallow • Narrow • Deep • Deeper • Deep and Broad©Ontuitive® 2013 15
  • Today’s agenda • Performance Support(PS): Why should we care & WHAT is it? • The 5 Stages of the PS Spectrum • How do you Design it EFFECTIVELY?©Ontuitive® 2013 16
  • Total learning and support framework Components: Training Objectives Practice Details TEACH Tasks Moment of Need Contexts Training Objectives Tasks Practice DO Details Details Practice Tasks Resources and Social Learning©Ontuitive® 2013 17
  • The 3 fundamental PS principles Increasing Levels of Support©Ontuitive® 2013
  • Today’s agenda • Performance Support(PS): Why should we care & WHAT is it? • The 5 Stages of the PS Spectrum • How do you Design it EFFECTIVELY? • Examples©Ontuitive® 2013 19
  • Examples©Ontuitive® 2013
  • Today’s agenda • Performance Support(PS): Why should we care & WHAT is it? • The 5 Stages of the PS Spectrum • How do you Design it EFFECTIVELY? • Examples • Technical Specifications of today’s PS authoring software©Ontuitive® 2013 21
  • PS technology infrastructure specifications • Embed performance support into the workflow via the full range of needed modalities published from a single source. • Support performance from a single entry point via multiple contexts (e.g., job roles, workflow, location, timeline, etc.). • Broker reference and learning assets from multiple locations to make them contextually available to performers at the task level. • Provide access to cascading levels of support within 2 clicks/10 seconds across multiple contexts. • Facilitate performer feedback and collaboration within EPSSs. • Employ metadata for authoring reference-based performance support solutions. • Integrate business-rules into software application performance support. • Contextually adapt as performers move across applications and the workflow. • Minimize IT involvement in the creation, integration, and maintenance of performance support solutions embedded within software applications.©Ontuitive® 2013
  • THANK YOU For your time and participation! Next Steps:  Join the PS Community  Subscribe to the Ready When You Are Blog – www.ontuitive.com/blog  Contact Us: b.mosher@ontuitive.com©Ontuitive® 2013