©Ontuitive 2013 #PerformanceSupport“Smart” PerformanceSupportBob Mosher, Chief Learning EvangelistConrad Gottfredson, Chie...
©Ontuitive 2013 #PerformanceSupportThe current and future state of PSNew trends & approaches in technology & design enabli...
©Ontuitive 2013 #PerformanceSupportThe current and future state of PSNew trends & approaches in technology & design enabli...
©Ontuitive 2013 #PerformanceSupportPerformance Support Up to NowMany of the current efforts in Performance Support require...
©Ontuitive 2013 #PerformanceSupportPerformance Support GOING FORWARD = “Smart”EmbeddedDeeply in the workflowand readily av...
©Ontuitive 2013 #PerformanceSupportContextualaccording to specific roles andvarying access needsBy timeline By Line ofBusi...
©Ontuitive 2013 #PerformanceSupportContentRepositoriesJust Enoughin the form needed toeffectively performinside the busine...
The PS SpectrumIt gets “smart” at 4…ScatteredInformation SupportTargetedInformation SupportTargetedPerformance SupportSmar...
This is “smart” PSLevel Four: Significant1. Low 3. Tangible 5. Transformational2. Marginal 4. SignificantAutomatedPerforma...
This is “smarter” PSLevel Five: Transformational1. Low 3. Tangible 5. Transformational2. Marginal 4. SignificantSmartPerfo...
The future of PSYou know how…• Netflix suggests videos to watch;• TiVo records programs on its own, just in case we’reinte...
©Ontuitive 2013 #PerformanceSupportHow is this going to changewhat we do now?12
©Ontuitive 2013 #PerformanceSupportThe current and future state of PSNew trends & approaches in technology & design enabli...
©Ontuitive 2013 #PerformanceSupportLive poll14How are you currently assessing the learning needs of your employees?
©Ontuitive 2013 #PerformanceSupportHow are you currently assessing the learning needs of your employees?Pre-webinar poll r...
©Ontuitive 2013 #PerformanceSupportThe PS Spectrum: EmbeddedWhere is your organization?Within MobileTechnologiesWithin Sof...
©Ontuitive 2013 #PerformanceSupportThe PS Spectrum: ContextualWhere is your organization?
©Ontuitive 2013 #PerformanceSupportThe PS Spectrum: Just EnoughWhere is your organization?
©Ontuitive 2013 #PerformanceSupportThe current and future state of PSNew trends & approaches in technology & design enabli...
©Ontuitive 2013 #PerformanceSupportThe benefits of “smart” PSWhy your organization needs to get “smart!20
©Ontuitive® 2013 #PerformanceSupport2013 monthly webinar seriesMay: The Power of Mobile SupportJune: How are you doing? Se...
©Ontuitive® 2013 #PerformanceSupport 22Thanks!Next Steps & ResourcesBecome a member of our Performance Support Community –...
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Webinar: "Smart" Performance Support

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  • This summary show how performance support evolves across the Spectrum.<click>
  • The benefits grow exponentially with true automated performance support. At this level, support is nested even more deeply into the applications used within a business process.  Support automatically adjusts based on the actual step the worker is on. It also is driven by business rules to ensure that the user not only can perform the task within the software, but can do so with the expected output that the business needs. Integrating business rules into the performance support logic, which then watches the workers and uses the rules to make recommendations based on their actions, helps users perform effectively with a minimum amount of waste, expense, or unnecessary effort. It delivers significant business impact to the organization.
  • “Smart” performance support delivers Transformational business impact to organizations. It integrates all the power of “Targeted Performance Support” and “Automated Performance Support” and makes it available as people move through the broader workflow process. When a performer moves from application to the workflow, to a different application, and then back to the first application, the PS solution tracks where they are and provides what they need.  It also learns and gets smarter based on the performance patterns of others. It's very similar in the way that companies such as Amazon use data to learn from buying patterns in order to recommend new things. The capacity to support performance across applications in a broader workflow process is in place today.  However, the ability for a PS solution to learn and adapt is still in its early stages. Stay tuned, though.  PS is getting smarter.  
  • “Smart” performance support delivers Transformational business impact to organizations. It integrates all the power of “Targeted Performance Support” and “Automated Performance Support” and makes it available as people move through the broader workflow process. When a performer moves from application to the workflow, to a different application, and then back to the first application, the PS solution tracks where they are and provides what they need.  It also learns and gets smarter based on the performance patterns of others. It's very similar in the way that companies such as Amazon use data to learn from buying patterns in order to recommend new things. The capacity to support performance across applications in a broader workflow process is in place today.  However, the ability for a PS solution to learn and adapt is still in its early stages. Stay tuned, though.  PS is getting smarter.  
  • Based on 137 respondentsMany of the “other” respondents were “we assess their needs”
  • Based on 137 respondentsMany of the “other” respondents were “we assess their needs”
  • The reason why this matters so much is that the business benefit derived at each stages goes up exponentially<click>Just think about the productivity improvements as PS gets goes from information to easy-to-follow, step-by-step support, and then gets more embedded and smarter. Productivity leaps ahead.<click>The same is true for support costs. The more “convenient” and the smarter PS gets, the better it does solving the users problem without calling the help desk.<click>With rapid access to support employees are much more likely to follow processes rather than veering off-course<click>And with good performance support training time can be significantly reduced because you don’t need to teach everything people need to know, you just need to show them where to find answers.
  • The reason why this matters so much is that the business benefit derived at each stages goes up exponentially<click>Just think about the productivity improvements as PS gets goes from information to easy-to-follow, step-by-step support, and then gets more embedded and smarter. Productivity leaps ahead.<click>The same is true for support costs. The more “convenient” and the smarter PS gets, the better it does solving the users problem without calling the help desk.<click>With rapid access to support employees are much more likely to follow processes rather than veering off-course<click>And with good performance support training time can be significantly reduced because you don’t need to teach everything people need to know, you just need to show them where to find answers.
  • The reason why this matters so much is that the business benefit derived at each stages goes up exponentially<click>Just think about the productivity improvements as PS gets goes from information to easy-to-follow, step-by-step support, and then gets more embedded and smarter. Productivity leaps ahead.<click>The same is true for support costs. The more “convenient” and the smarter PS gets, the better it does solving the users problem without calling the help desk.<click>With rapid access to support employees are much more likely to follow processes rather than veering off-course<click>And with good performance support training time can be significantly reduced because you don’t need to teach everything people need to know, you just need to show them where to find answers.
  • Webinar: "Smart" Performance Support

    1. 1. ©Ontuitive 2013 #PerformanceSupport“Smart” PerformanceSupportBob Mosher, Chief Learning EvangelistConrad Gottfredson, Chief Learning Strategist#PerformanceSupportb.mosher@ontuitive.com@bmoshc.gottfredson@ontuitive.com@congott
    2. 2. ©Ontuitive 2013 #PerformanceSupportThe current and future state of PSNew trends & approaches in technology & design enabling PS to proactively guide learners tooptimum performanceHow are you assessing the learning needs of your employees?Pre-webinar poll resultsLive pollsThe benefits of “smart” PS – why you need it!Today’s agenda2
    3. 3. ©Ontuitive 2013 #PerformanceSupportThe current and future state of PSNew trends & approaches in technology & design enabling PS to proactively guide learners tooptimum performanceToday’s agenda3
    4. 4. ©Ontuitive 2013 #PerformanceSupportPerformance Support Up to NowMany of the current efforts in Performance Support require the performer toown and initiate almost all of the interaction. Outputs have been limited toscattered and targeted information. Maintenance has been primarily ownedby L&D.V.Performance Support GOING FORWARD = “Smart”Observes the performer’s behavior, generalize to best practices, and adaptsto individualized needs. Outputs are Deeply and Broadly “Embedded” in theworkflow with “Contextually” smart access with “Just Enough” information atthe step level. Maintenance is owned by all stakeholders.“Smart” performance support4
    5. 5. ©Ontuitive 2013 #PerformanceSupportPerformance Support GOING FORWARD = “Smart”EmbeddedDeeply in the workflowand readily available atthe moment of applyWithin MobileTechnologiesWithin SoftwareApplications)Across SoftwareApplicationsAt the Desktop
    6. 6. ©Ontuitive 2013 #PerformanceSupportContextualaccording to specific roles andvarying access needsBy timeline By Line ofBusinessBy TechnologyPerformance Support GOING FORWARD = “Smart”
    7. 7. ©Ontuitive 2013 #PerformanceSupportContentRepositoriesJust Enoughin the form needed toeffectively performinside the businessprocessPerformance Support GOING FORWARD = “Smart”
    8. 8. The PS SpectrumIt gets “smart” at 4…ScatteredInformation SupportTargetedInformation SupportTargetedPerformance SupportSmartPerformance SupportAutomatedPerformance Support1. Low 3. Tangible 5. Transformational2. Marginal 4. Significant• Shallow• Haphazard access• Flat• Narrow• Restricted access• Limited• Deep• Rapid Access• Task-Based• Deep and Broad• Smart Access• Step-Based• Deeper• AutomatedAccess• Step-BasedEmbeddedContextJust Enough
    9. 9. This is “smart” PSLevel Four: Significant1. Low 3. Tangible 5. Transformational2. Marginal 4. SignificantAutomatedPerformance Support  Deeper Automated Access Step-Based SupportNested within an applicationand a business processAutomatically adjusts to contextDriven by business rulesEMBEDDEDCONTEXTUALJUST ENOUGH
    10. 10. This is “smarter” PSLevel Five: Transformational1. Low 3. Tangible 5. Transformational2. Marginal 4. SignificantSmartPerformance Support  Deep and Broad Smart Access Step-Based SupportIntegrated across applications and thebroader businessObserves and evolvesDriven by business rules and behaviorEMBEDDEDCONTEXTUALJUST ENOUGH
    11. 11. The future of PSYou know how…• Netflix suggests videos to watch;• TiVo records programs on its own, just in case we’reinterested;• Pandora builds personalized music streams by predicting whatwe’ll want to listen to; and,• Amazon goes so far as to have ALL of these tailored-to-mecategories:• More items to consider• Related to items you’ve viewed• Inspired by your browsing history• Additional items to explore• New for you• What other customers are looking at now
    12. 12. ©Ontuitive 2013 #PerformanceSupportHow is this going to changewhat we do now?12
    13. 13. ©Ontuitive 2013 #PerformanceSupportThe current and future state of PSNew trends & approaches in technology & design enabling PS to proactively guide learners tooptimum performanceHow are you assessing the learning needs of your employees?Pre-webinar poll resultsLive pollsToday’s agenda13
    14. 14. ©Ontuitive 2013 #PerformanceSupportLive poll14How are you currently assessing the learning needs of your employees?
    15. 15. ©Ontuitive 2013 #PerformanceSupportHow are you currently assessing the learning needs of your employees?Pre-webinar poll results15How effective are these approaches in getting us what we need todesign “smart” Performance Support?
    16. 16. ©Ontuitive 2013 #PerformanceSupportThe PS Spectrum: EmbeddedWhere is your organization?Within MobileTechnologiesWithin SoftwareApplications)Across SoftwareApplicationsAt the Desktop
    17. 17. ©Ontuitive 2013 #PerformanceSupportThe PS Spectrum: ContextualWhere is your organization?
    18. 18. ©Ontuitive 2013 #PerformanceSupportThe PS Spectrum: Just EnoughWhere is your organization?
    19. 19. ©Ontuitive 2013 #PerformanceSupportThe current and future state of PSNew trends & approaches in technology & design enabling PS to proactively guide learners tooptimum performanceHow are you assessing the learning needs of your employees?Pre-webinar poll resultsLive pollsThe benefits of “smart” PS – why you need it!Today’s agenda19
    20. 20. ©Ontuitive 2013 #PerformanceSupportThe benefits of “smart” PSWhy your organization needs to get “smart!20
    21. 21. ©Ontuitive® 2013 #PerformanceSupport2013 monthly webinar seriesMay: The Power of Mobile SupportJune: How are you doing? Self-evaluationJuly: Agile DevelopmentAugust: Competencies for L&D & performanceSeptember: Technology Needed to Author & Deliver PSOctober: People-Centered ComputingNovember: Kill SearchDecember: IT – Love Them!Save the Date: Performance Support SymposiumSeptember 9th & 10thBoston, MA
    22. 22. ©Ontuitive® 2013 #PerformanceSupport 22Thanks!Next Steps & ResourcesBecome a member of our Performance Support Community – if you already are – invite afriend 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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