©Ontuitive 2013 #PerformanceSupport"How are you doing?"A Performance SupportSelf-EvaluationBob Mosher, Chief Learning Evan...
©Ontuitive 2013 #PerformanceSupport• Why Should You Care About PS Self-Evaluation?• What Should We Be Evaluating?• Where’s...
©Ontuitive 2013 #PerformanceSupportWhy Should You Care About PS Self-Evaluation?• Inconsistent vs Consistent Business Impa...
©Ontuitive 2013 #PerformanceSupport 4Why should you care about PSself-evaluation?Consistent vs Inconsistent Business Impac...
©Ontuitive 2013 #PerformanceSupport 5Why should you care about PSself-evaluation?Blind Design vs Informed Design
©Ontuitive 2013 #PerformanceSupportWhy Should You Care About PS Self-Evaluation?• Inconsistent vs Consistent Business Impa...
©Ontuitive 2013 #PerformanceSupportDefinition of an EPSS:“An orchestrated set of technology-enabled services that provideo...
©Ontuitive 2013 #PerformanceSupportWhat should we be evaluating?Key Insights from Gloria Gery: EPSS v. Job Aid8EPSS: Suppo...
©Ontuitive 2013 #PerformanceSupportWhat should we be evaluating?Gloria Gery: EPSS v. Traditional Help Systems9EPSS: Suppor...
©Ontuitive 2013 #PerformanceSupportWhat should we be evaluating?10The Intersection of:— Knowledge Management,— Training, a...
©Ontuitive 2013 #PerformanceSupportNew More ChangeSolveKnowledge ManagementContentManagementDocumentManagementInform & Mai...
©Ontuitive 2013 #PerformanceSupportWhy Should You Care About PS Self-Evaluation?• Inconsistent vs Consistent Business Impa...
©Ontuitive 2013 #PerformanceSupportAn effective EPSS is based on its ability tofundamentally map to the 3 core principles ...
©Ontuitive 2013 #PerformanceSupportEmbeddedDeeply in the workflowand readily available atthe moment of applyWithin MobileT...
©Ontuitive 2013 #PerformanceSupportContextualaccording to specific roles andvarying access needsBy timeline By Line ofBusi...
©Ontuitive 2013 #PerformanceSupportContentRepositoriesJust Enoughin the form needed toeffectively performinside the busine...
©Ontuitive 2013 #PerformanceSupporthttp://go.ontuitive.com/USSpectrumSurvey_LPSurveyStart.html17PS self-evaluation survey:...
©Ontuitive 2013 #PerformanceSupportWhat phase were you along the PS spectrum (overallscore/3)?Do you believe this accurate...
©Ontuitive 2013 #PerformanceSupportAverage phase: 2.2Benchmark your results with the PSCommunity19
©Ontuitive 2013 #PerformanceSupportWhy Should You Care About PS Self-Evaluation?• Inconsistent vs Consistent Business Impa...
©Ontuitive 2013 #PerformanceSupportHow can you get to where you need to be?EPSS Evaluation Tool21Evaluation Categories:• O...
©Ontuitive 2013 #PerformanceSupport 22How can you get to where you need to be?EPSS Evaluation Tool
©Ontuitive 2013 #PerformanceSupport 23How can you get to where you need to be?EPSS Evaluation Tool
©Ontuitive® 2013 #PerformanceSupport2013 monthly webinar seriesJuly: Agile DevelopmentAugust: Competencies for L&D & perfo...
©Ontuitive® 2013 #PerformanceSupport 25Thanks!Next Steps & ResourcesBecome a member of our Performance Support Community –...
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WEBINAR: "How are you doing?": A Performance Support Self-Evaluation

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With the recent resurgence of performance support as a mainstream, if not leading, learning approach, certain characteristics and qualifications have emerged that help to define where you are on the journey towards successful performance support design and delivery.

This webinar will examine this evaluation criteria helping you to better understand how well prepared you are to create effective performance support. The performance support self-evaluation tool we will present can be used to understand your current state, identify gaps, and then create a roadmap to addressing those gaps. This analysis is a powerful way to continue your journey towards providing the full spectrum of learning offerings necessary to meet your organization's performance needs.

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WEBINAR: "How are you doing?": A Performance Support Self-Evaluation

  1. 1. ©Ontuitive 2013 #PerformanceSupport"How are you doing?"A Performance SupportSelf-EvaluationBob Mosher, Chief Learning EvangelistConrad Gottfredson, Chief Learning Strategist#PerformanceSupportb.mosher@ontuitive.com@bmoshc.gottfredson@ontuitive.com@congott
  2. 2. ©Ontuitive 2013 #PerformanceSupport• Why Should You Care About PS Self-Evaluation?• What Should We Be Evaluating?• Where’s Your Organization Right Now?• How Can You Get to Where You Need to Be?Today’s agenda2
  3. 3. ©Ontuitive 2013 #PerformanceSupportWhy Should You Care About PS Self-Evaluation?• Inconsistent vs Consistent Business Impact• Blind Design vs Informed DesignToday’s agenda3
  4. 4. ©Ontuitive 2013 #PerformanceSupport 4Why should you care about PSself-evaluation?Consistent vs Inconsistent Business ImpactJob Aids Traditional Help EPSS4
  5. 5. ©Ontuitive 2013 #PerformanceSupport 5Why should you care about PSself-evaluation?Blind Design vs Informed Design
  6. 6. ©Ontuitive 2013 #PerformanceSupportWhy Should You Care About PS Self-Evaluation?• Inconsistent vs Consistent Business Impact• Blind Design vs Informed DesignWhat Should We Be Evaluating?• Key Insights from Gloria Gery• The Intersections of Knowledge Management,Training, and Performance SupportToday’s agenda6
  7. 7. ©Ontuitive 2013 #PerformanceSupportDefinition of an EPSS:“An orchestrated set of technology-enabled services that provideon-demand access to integrated information, guidance, advice,assistance, training and tools to enable high-level jobperformance with a minimum of support from other people.”What should we be evaluating?Key Insights from Gloria Gery7
  8. 8. ©Ontuitive 2013 #PerformanceSupportWhat should we be evaluating?Key Insights from Gloria Gery: EPSS v. Job Aid8EPSS: Supports simple or complex task performanceJob Aid: Supports simple, linear sequential procedural tasksEPSS: Accepts user input or dataJob Aid: Does not accept user input or dataEPSS: Provides task structuring, advice, & related informationJob Aid: Provides task structuring but not related informationEPSS: Presents customized views of the system to individual usersJob Aid: Does not accommodate individual user requirementsEPSS: Incorporates multiple modes of information presentationJob Aid: Paper-based with possibility of passive multiple modes
  9. 9. ©Ontuitive 2013 #PerformanceSupportWhat should we be evaluating?Gloria Gery: EPSS v. Traditional Help Systems9EPSS: Supports a broad range of tasks, whether or not software is involved.THS: Supports only software related tasks and is confined to software rather than job tasksupportEPSS: Provides information, task structuring, interactive, conditionally branched advice,examples, & interactive trainingTHS: Provides passive information onlyEPSS: Internally cross-references information or knowledge, which is also linked to otherstructuresTHS: Typically context sensitive to software applications and not linked to other resourcesEPSS: Provides multiple means of access and alternative views of the contentTHS: Typically accessed via structured menusEPSS: May accept user input or dataTHS: Does not accept user input or data except as menu choices
  10. 10. ©Ontuitive 2013 #PerformanceSupportWhat should we be evaluating?10The Intersection of:— Knowledge Management,— Training, and— Performance Support
  11. 11. ©Ontuitive 2013 #PerformanceSupportNew More ChangeSolveKnowledge ManagementContentManagementDocumentManagementInform & MaintainLearningContent ManagementDeliver to MasteryLearningManagement SystemTrainingPerformance SupportEPSS:2-clicks 10 SecondsContextualJust Enough11
  12. 12. ©Ontuitive 2013 #PerformanceSupportWhy Should You Care About PS Self-Evaluation?• Inconsistent vs Consistent Business Impact• Blind Design vs Informed DesignWhat Should We Be Evaluating?• Key Insights from Gloria Gery• The Intersections of Knowledge Management,Training, and Performance SupportWhere’s Your Organization Right Now?• Where Do You Fit Along the Spectrum?• Benchmark Your Results with the PSCommunityToday’s agenda12
  13. 13. ©Ontuitive 2013 #PerformanceSupportAn effective EPSS is based on its ability tofundamentally map to the 3 core principles of PS design.The fewer of these your EPSS addresses the less utilizedand effective your programs will be.You’ll end up seeing little to no business impact and anymomentum around PS will come to a screeching halt.Where do you fit along the spectrum?13
  14. 14. ©Ontuitive 2013 #PerformanceSupportEmbeddedDeeply in the workflowand readily available atthe moment of applyWithin MobileTechnologiesWithin SoftwareApplications)Across SoftwareApplicationsAt the DesktopWhere do you fit along the spectrum?14
  15. 15. ©Ontuitive 2013 #PerformanceSupportContextualaccording to specific roles andvarying access needsBy timeline By Line ofBusinessBy TechnologyWhere do you fit along the spectrum?15
  16. 16. ©Ontuitive 2013 #PerformanceSupportContentRepositoriesJust Enoughin the form needed toeffectively performinside the businessprocessWhere do you fit along the spectrum?16
  17. 17. ©Ontuitive 2013 #PerformanceSupporthttp://go.ontuitive.com/USSpectrumSurvey_LPSurveyStart.html17PS self-evaluation survey:Click on the link below to launch the on-line survey ina separate window
  18. 18. ©Ontuitive 2013 #PerformanceSupportWhat phase were you along the PS spectrum (overallscore/3)?Do you believe this accurately reflects where you are alongthe PS Spectrum?Were your results helpful and informative?Do you feel it gave you a good sense of where you are, andwhere you’re headed?Chat: ―Where do you fit along thespectrum?‖18
  19. 19. ©Ontuitive 2013 #PerformanceSupportAverage phase: 2.2Benchmark your results with the PSCommunity19
  20. 20. ©Ontuitive 2013 #PerformanceSupportWhy Should You Care About PS Self-Evaluation?• Inconsistent vs Consistent Business Impact• Blind Design vs Informed DesignWhat Should We Be Evaluating?• Key Insights from Gloria Gery• The Intersections of Knowledge Management, Training, andPerformance SupportWhere’s Your Organization Right Now?• Where Do You Fit Along the Spectrum?• Benchmark Your Results with the PS CommunityHow Can You Get to Where You Need to Be?• The EPSS Self-Evaluation Tool• Evaluate to Effective DesignToday’s Agenda20
  21. 21. ©Ontuitive 2013 #PerformanceSupportHow can you get to where you need to be?EPSS Evaluation Tool21Evaluation Categories:• Overall Logistic and Cultural Considerations• Overall EPSS Design Considerations• Media Use and Considerations• Evaluations Considerations
  22. 22. ©Ontuitive 2013 #PerformanceSupport 22How can you get to where you need to be?EPSS Evaluation Tool
  23. 23. ©Ontuitive 2013 #PerformanceSupport 23How can you get to where you need to be?EPSS Evaluation Tool
  24. 24. ©Ontuitive® 2013 #PerformanceSupport2013 monthly webinar seriesJuly: Agile DevelopmentAugust: Competencies for L&D & performanceSept: Technology Needed to Author & Deliver PSOctober: People-Centered ComputingNovember: Kill SearchDecember: IT – Love Them!Save the Dates:Performance Support Symposium: September 9th & 10thBoston, MALearning 2013: November 3rd to 6thOrlando, FL24
  25. 25. ©Ontuitive® 2013 #PerformanceSupport 25Thanks!Next Steps & ResourcesBecome a member of our Performance Support Community – if you already are –invite a friend or colleague! Email us at bobandcon@ontuitive.com for an invite!In the community you can:• Discuss the current and future states of performance support in your organization• Read our blogs, watch past webinars, listen to podcasts• Network• Collect business case data• Find resources to share with stakeholders to increase PS buy-inContact Us:bobandcon@ontuitive.com@bmosh@congott

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