Welcome to Today’s Event Stephen Lord Product Consulting Manager Kaplan IT Learning How to Easily Add Electronic User Perf...
Recorded Webinar This program was presented for Training Magazine Network members as a live webinar.  We invite you to vie...
Click to Register TrainingMagNetwork.com is powered by  VFTNetworks  social learning platform Questions?  Click here to as...
Click to Register TrainingMagNetwork.com is powered by  VFTNetworks  social learning platform Questions?  Click here to as...
Hal Christensen  is a Founding Partner and Principal at Christensen/Roberts Solutions.  Hal has been a pioneer in the fiel...
Sponsored by
Kaplan IT Learning  provides certification preparation, assessment, learning services and software to help individuals and...
How to Easily Add Electronic User Performance Support to Your Learning Programs For information preview purposes, a few sa...
Adding Electronic User Performance Support to Your Learning Programs Hal Christensen Christensen/Roberts Solutions June 24...
Adding Electronic User Performance Support to Your Training Program <ul><li>What is Performance Support? </li></ul><ul><li...
What is Performance Support? <ul><li>A  </li></ul><ul><li>Performance Support  </li></ul><ul><li>Joke </li></ul>
What is Performance Support? A young man was hired by his town’s highway department. His first assignment  was to paint ye...
What is Performance Support? When his supervisor asked him why his productivity had fallen off so dramatically over the th...
What is Performance Support? <ul><li>“ The farther I go… the further I get from the paint bucket.” </li></ul>
What is Performance Support? <ul><li>Which is the better way to solve this performance problem? </li></ul><ul><li>Make the...
What is Performance Support? <ul><li>Which is the better way to solve this performance problem? </li></ul><ul><li>Make the...
What is Performance Support? <ul><li>Track and Field </li></ul>
What is Performance Support? <ul><li>It takes this woman 13 seconds to run 100 meters. She wants to run it in 11 seconds. ...
What is Performance Support? <ul><li>Which is the better way to solve this performance problem? </li></ul><ul><li>Give her...
What is Performance Support? <ul><li>Which is the better way to solve this performance problem? </li></ul><ul><li>Give her...
What is Performance Support? <ul><li>Bicycle riding </li></ul>
What is Performance Support? <ul><li>A father wants his young daughter to be able to ride her new bicycle in a short perio...
What is Performance Support? <ul><li>Which is the better way to solve this performance problem? </li></ul><ul><li>Give her...
What is Performance Support? <ul><li>Which is the better way to solve this performance problem? </li></ul><ul><li>Give her...
<ul><li>Which is the better way to solve this performance problem?  </li></ul><ul><li>Insist that doctors take more course...
<ul><li>What is EPSS? </li></ul><ul><li>Where does EPSS fit into the training lifecycle </li></ul><ul><li>How do you find ...
What is EPSS? EPSS: Electronic Performance Support System Electronic Performance Support Systems , published in 1991,  Glo...
<ul><li>2 months after being trained…. Now what does the learner do? </li></ul>EPSS in the training lifecycle
Go-Live Initial training Following initial training COMPETENCY Continuous development of  user knowledge TRAINING EPSS in ...
Go-Live Initial training Following initial training COMPETENCY Continuous development of  user knowledge TRAINING EPSS in ...
How can EPSS make classroom training better? Classroom training should focus more on core competencies instead of trying t...
How can EPSS make classroom training better? <ul><li>Retention of classroom training is improved when the training materia...
Kaplan’s Approach: <ul><li>Empower trainers to develop the guidance topics quickly enabling the  entire software applicati...
Deployment options for users to access on demand training support <ul><li>Context sensitive help  launched from within any...
<ul><li>It is critical to any EPSS project that content is available for  every part of the application being supported . ...
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Kaplan IT Learning: How to easily add electronic user performance support to your learning programs

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  • Speed of development affects retention because the quicker training can be developed the more content can be made available in the same amount of development time. Having e-learning content available for more processes will build learner confidence in trying new processes.
  • Kaplan IT Learning: How to easily add electronic user performance support to your learning programs

    1. 1. Welcome to Today’s Event Stephen Lord Product Consulting Manager Kaplan IT Learning How to Easily Add Electronic User Performance Support to Your Learning Programs Hal Christensen Founding Partner, Principal Christensen / Roberts Solutions
    2. 2. Recorded Webinar This program was presented for Training Magazine Network members as a live webinar. We invite you to view the full recorded webinar. Click Here to View Recording Download Handouts / Join Discussions The speakers invite you to join their discussion group at TrainingMagNetwork.com Materials are posted for free download in the discussion group. Click Here to Join Group Register If you aren’t already a member of Training Magazine Network, you’ll register along the way. Registration is quick & free. Members are privacy-protected. Solicitation by vendors is prohibited.
    3. 3. Click to Register TrainingMagNetwork.com is powered by VFTNetworks social learning platform Questions? Click here to ask. <ul><li>What is Training Magazine Network? </li></ul><ul><li>TrainingMagNetwork.com is a social learning community of over 14,000 global learning professionals and thought-leaders. </li></ul><ul><li>Members have free access to: </li></ul><ul><li>Webinars & online workshops </li></ul><ul><li>Presentations, white papers & resources posted by speakers and peers </li></ul><ul><li>Networking with fellow learning professionals </li></ul><ul><li>Free tools to help in their work </li></ul><ul><ul><li>Social learning system & collaborative learning platform </li></ul></ul><ul><ul><li>Goal-setting/action-planning software for learners </li></ul></ul><ul><ul><li>Track Measurable impacts of training </li></ul></ul><ul><ul><li>Web 2.0 online coaching system </li></ul></ul><ul><ul><li>Instant publishing & learning content organization tools </li></ul></ul><ul><ul><li>Downloadable, easily editable eLearning Flash micro-games </li></ul></ul>
    4. 4. Click to Register TrainingMagNetwork.com is powered by VFTNetworks social learning platform Questions? Click here to ask. Join us for the free live webinars, workshops & learning events Find all the recorded webinars Download all the handouts <ul><li>Register or Log In </li></ul><ul><li>Click the Events/Resources tab </li></ul><ul><li>3. Click Webinars </li></ul>
    5. 5. Hal Christensen is a Founding Partner and Principal at Christensen/Roberts Solutions. Hal has been a pioneer in the fields of eLearning and Electronic Performance Support Systems for over 25 years. During that time he has designed, developed and delivered successful performance improvement solutions for many major organizations in the financial, healthcare, and telecommunications industries. Hal also serves on the board of the International Conference on eLearning in the Workplace. His work has been recognized with several Performance Centered Design and Training Magazine Awards. Stephen Lord , is the Product Consulting Manager for Kaplan IT Learning responsible for customer and product consulting specific to web based corporate training. Stephen has over 15 years of experience rolling out new processes and technologies for corporations. He has a passion for sharing his knowledge and has an in-depth understanding of the importance for a balance between classroom training, documentation and web based learning with unique insights into ways of making all these components work in a cohesive way.
    6. 6. Sponsored by
    7. 7. Kaplan IT Learning provides certification preparation, assessment, learning services and software to help individuals and organizations train on technology and prepare for technology certifications.
    8. 8. How to Easily Add Electronic User Performance Support to Your Learning Programs For information preview purposes, a few samples of the non-formatted PowerPoints for the live webinar follow. View the recording and download the entire presentation from the discussion group in Training Magazine Network. Click here to access the group
    9. 9. Adding Electronic User Performance Support to Your Learning Programs Hal Christensen Christensen/Roberts Solutions June 24, 2010
    10. 10. Adding Electronic User Performance Support to Your Training Program <ul><li>What is Performance Support? </li></ul><ul><li>What are the benefits of a PS System? </li></ul><ul><li>What makes a PS System successful? </li></ul>
    11. 11. What is Performance Support? <ul><li>A </li></ul><ul><li>Performance Support </li></ul><ul><li>Joke </li></ul>
    12. 12. What is Performance Support? A young man was hired by his town’s highway department. His first assignment was to paint yellow lane lines down the middle of a local road. On the first day he painted two miles of lines; on the second, one mile; and on the third, a half mile.
    13. 13. What is Performance Support? When his supervisor asked him why his productivity had fallen off so dramatically over the three days, he told her that the answer was quite simple:
    14. 14. What is Performance Support? <ul><li>“ The farther I go… the further I get from the paint bucket.” </li></ul>
    15. 15. What is Performance Support? <ul><li>Which is the better way to solve this performance problem? </li></ul><ul><li>Make the bucket bigger? </li></ul><ul><li>Train the painter to p aint—and run--faster? </li></ul><ul><li>Make the bucket mobile? </li></ul>
    16. 16. What is Performance Support? <ul><li>Which is the better way to solve this performance problem? </li></ul><ul><li>Make the bucket bigger? </li></ul><ul><li>Train the painter to paint—and run--faster? </li></ul><ul><li>Make the bucket mobile? </li></ul>The Performance Support perspective : Let’s ensure that the worker has full access to the knowledge and resources he needs when he needs them.
    17. 17. What is Performance Support? <ul><li>Track and Field </li></ul>
    18. 18. What is Performance Support? <ul><li>It takes this woman 13 seconds to run 100 meters. She wants to run it in 11 seconds. </li></ul>
    19. 19. What is Performance Support? <ul><li>Which is the better way to solve this performance problem? </li></ul><ul><li>Give her more training on how to jump the hurdles? </li></ul><ul><li>Eliminate the hurdles? </li></ul>
    20. 20. What is Performance Support? <ul><li>Which is the better way to solve this performance problem? </li></ul><ul><li>Give her more training on how to jump the hurdles? </li></ul><ul><li>Eliminate the hurdles? </li></ul>The Performance Support perspective : Let’s get rid of any unnecessary tasks or barriers to effective performance.
    21. 21. What is Performance Support? <ul><li>Bicycle riding </li></ul>
    22. 22. What is Performance Support? <ul><li>A father wants his young daughter to be able to ride her new bicycle in a short period of time and without a lot of scraped knees and tears. </li></ul>
    23. 23. What is Performance Support? <ul><li>Which is the better way to solve this performance problem? </li></ul><ul><li>Give her a training class on keeping her balance? </li></ul><ul><li>Put training wheels on the bike? </li></ul>
    24. 24. What is Performance Support? <ul><li>Which is the better way to solve this performance problem? </li></ul><ul><li>Give her a training class on keeping her balance? </li></ul><ul><li>Put training wheels on the bike? </li></ul>Let’s have the performer learn in the context of doing, when he or she is most receptive and can immediately apply the knowledge. The Performance Support perspective :
    25. 25. <ul><li>Which is the better way to solve this performance problem? </li></ul><ul><li>Insist that doctors take more courses on infections? </li></ul><ul><li>Create a checklist of proper ICU procedures and insist that everyone follow it. </li></ul>What is Performance Support? The Performance Support perspective : We can’t afford not to support on-the-job performance.
    26. 26. <ul><li>What is EPSS? </li></ul><ul><li>Where does EPSS fit into the training lifecycle </li></ul><ul><li>How do you find time to build content for an EPSS system on top of other required training content? </li></ul>EPSS: Electronic Performance Support System
    27. 27. What is EPSS? EPSS: Electronic Performance Support System Electronic Performance Support Systems , published in 1991, Gloria Gery defined EPSS as: “ an integrated electronic environment that is available to and easily accessible by each employee and is structured to provide immediate, individualized on-line access to the full range of information, ..... to permit job performance with minimal support and intervention by others.”
    28. 28. <ul><li>2 months after being trained…. Now what does the learner do? </li></ul>EPSS in the training lifecycle
    29. 29. Go-Live Initial training Following initial training COMPETENCY Continuous development of user knowledge TRAINING EPSS in the training lifecycle <ul><ul><li>Develop training content that enables entire software application to be supported with Electronic Performance Support. </li></ul></ul>
    30. 30. Go-Live Initial training Following initial training COMPETENCY Continuous development of user knowledge TRAINING EPSS in the training lifecycle <ul><ul><li>Develop training content that enables entire software application to be supported with Electronic Performance Support. </li></ul></ul>
    31. 31. How can EPSS make classroom training better? Classroom training should focus more on core competencies instead of trying to cover every single learning need of every student in the class at one time. Avoid the firehouse approach ! EPSS in the training lifecycle
    32. 32. How can EPSS make classroom training better? <ul><li>Retention of classroom training is improved when the training material is very much identical to the content that learners will experience when they seek on demand guidance, at their “moment of need” </li></ul><ul><li>This is accomplished by creating classroom training content, documentation, and EPSS content at the same time and using the same development tool. </li></ul>Improve learner retention
    33. 33. Kaplan’s Approach: <ul><li>Empower trainers to develop the guidance topics quickly enabling the entire software application to be supported with EPSS content. </li></ul><ul><li>Offer step by step guidance of software application processes. </li></ul><ul><li>Use graphics to enhance the clarity of each step without interfering with the learner’s view of the area where tasks are to be performed. </li></ul><ul><li>Use help topic titles and descriptions as searchable keywords to minimize the need to add keyword tags manually. </li></ul>EPSS: Electronic Performance Support System
    34. 34. Deployment options for users to access on demand training support <ul><li>Context sensitive help launched from within any </li></ul><ul><li>software application. </li></ul>2. Simple manual search with the ability to support several applications from a single search window. 3. Embedded links within an application that launch specific help content with a single click. EPSS in the training lifecycle
    35. 35. <ul><li>It is critical to any EPSS project that content is available for every part of the application being supported . </li></ul><ul><li>Offering more than one style of documentation is important to support different learning styles. </li></ul><ul><li>EPSS is not intended to replace any part of the traditional blended learning environment but rather to increase long term retention of content developed to support other training components. </li></ul><ul><li>There are tools available which can reduce the development time of EPSS content by automatically creating it as part of the creation of other blended learning components. </li></ul><ul><li>EPSS content should be short, simple, process based objects to enhance key word search ability and prevent learners from having to “fast forward” to content they need in the middle of a long process. </li></ul>In Summary…

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