Performance Support: Learning at the Moment of Need Pam Peters

Performance Support “ Self help culture” Graham Higgins, CLO, Cathay Pacific Airlines Learning 2005 conference

“ Self help culture”

Graham Higgins, CLO, Cathay Pacific Airlines

Learning 2005 conference

Performance Support “ I have been in conversations with software vendors where they reassured me that the interface is not that intuitive but they will provide user training to make it work. No. No. No.”

“ I have been in conversations with software vendors where they reassured me that the interface is not that intuitive but they will provide user training to make it work. No. No. No.”

Performance Support Two dimensions are critical in performance support. Integration Tailoring

Two dimensions are critical in performance support.

Integration

Tailoring

Performance Support

Performance Support 2007 Performance Support Lab The Masie Center Conrad Gottfredson Bob Mosher

2007 Performance Support Lab

The Masie Center

Conrad Gottfredson

Bob Mosher

Performance Support Performance support is providing intuitive, tailored aid to a person at his or her moment of need to ensure the most effective performance.

Performance support is providing intuitive, tailored aid to a person at his or her moment of need to ensure the most effective performance.

Performance Support Phases that people pass through which require support in order to successfully perform. Learning for the first time Learning more Applying what they’ve learned When things go wrong When things change

Phases that people pass through which require support in order to successfully perform.

Learning for the first time Learning more Applying what they’ve learned When things go wrong When things change

Performance Support Performance support silos Training Documentation Help desk support services

Performance support silos

Training

Documentation

Help desk support services

Performance Support During the first two “moments of need,” performers can learn how to use the performance support aides made available to them.

During the first two “moments of need,” performers can learn how to use the performance support aides made available to them.

Performance Support Moment of “Applying” is the sweet spot of performance support. The harder people need to work to get to a job aid the higher the probability they won’t go.

Moment of “Applying” is the sweet spot of performance support.

The harder people need to work to get to a job aid the higher the probability they won’t go.

Performance Support Performance support is immediate, targeted and present. Job Aids and Performance Support in the Workplace: Moving from Knowledge in the Classroom to Knowledge Everywhere Allison Rossetti & Lisa Schafer

Performance support is immediate, targeted and present.

Job Aids and Performance Support in the Workplace: Moving from Knowledge in the Classroom to Knowledge Everywhere Allison Rossetti & Lisa Schafer

Performance Support Two dimensions are critical in performance support. Integration Tailoring

Two dimensions are critical in performance support.

Integration

Tailoring

Performance Support

Performance Support