Electronic Performance Support Workshop


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This workshop was conducted at the 10th Annual Corporate University Week in November 2008. In the three-hour workshop, participants learned how to design and develop “point-of-need” self-instruction for an EPSS via blended, experiential, and hands-on learning methodologies. During the workshop, we discussed when an EPSS solution is the right deployment choice over or in addition to other forms of learning to increase speed to competency and reduce errors/misinformation. Participants also learned how to create EPSS solutions to improve learner retention and job performance, and reduce training and support costs.

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Electronic Performance Support Workshop

  1. 1. FINGERTIP ELECTRONIC PERFORMANCE SUPPORT SYSTEMS LAB Design & Develop “Point of Need” Self-Instruction wsg:
  2. 2. Agenda 180 minutes Total 20 minutes Debrief 90 minutes Performance Support Development Lab 10 minutes Break 25 minutes LearningGuide – Introduction & Lab Jump Start 25 minutes What is Performance Support? 10 minutes Introductory Activity Time Agenda Topic
  3. 3. Is It Performance Support? <ul><li>Break off into pairs. </li></ul><ul><li>Take a look at your items and discuss them. </li></ul><ul><li>Decide how you would categorize your items. </li></ul><ul><li>Place them on the flipcharts. </li></ul><ul><li>Give your rationale to the group. </li></ul><ul><li>Introduce yourself. </li></ul>
  4. 4. How Do You Know It’s Performance Support? A helper in life and work Repository for information, processes, and perspectives Inform and guide Planning and action
  5. 5. Enter the Drawing Enter today’s drawing to win one of these books. Enter your name and address and we’ll draw the winners today. B ooks will be shipped directly to the winners after the conference.
  6. 6. What You Will Learn <ul><li>Determine when an EPSS solution is the right deployment choice. </li></ul><ul><li>Create EPSS solutions. </li></ul><ul><li>Follow the essential steps and methods involved in building and implementing effective performance support systems. </li></ul><ul><li>Avoid the problems or complications that may arise when building an EPSS. </li></ul>
  7. 7. <ul><li>What percentage of job knowledge do you store in your mind? </li></ul><ul><li> </li></ul><ul><li> 1986 1997 2006 </li></ul><ul><ul><li>Robert Kelley, Carnegie-Mellon University 20 Year Longitudinal Study of Knowledge Workers </li></ul></ul><ul><li>It is often useful not to know things because they are going to be out-of-date or incorrect in a short time. </li></ul><ul><li>It is usually a better strategy not to learn them – and simply search and find the correct information when you need it </li></ul><ul><li>Charles Jennings, Reuters </li></ul>75% 15-20% 8-10% Information Overload
  8. 8. What Do You Need to Know? What is it related to? What is it? Why do this? How do I do it? Show me how and let me try it. How and why did this happen?
  9. 9. Five Moments of Need <ul><li>When learning for the first time </li></ul><ul><li>When learning more </li></ul><ul><li>When remembering and/or applying what’s been learned </li></ul><ul><li>When things go wrong </li></ul><ul><li>When things change </li></ul>Bob Mosher
  10. 10. Addressing the Moment of Need TRAINING SUPPORT Acquisition of Knowledge “ Learn” Application of Knowledge “ Do” Content-based (One size fits all) Context/ Role-based
  11. 11. Find Information When You Need It … they wouldn’t need PERFORMANCE support. IF people could remember EVERYTHING …
  12. 12. Performance Support vs. Instruction Performance Support Instruction YOU & YOUR WORK YOU AWAY FROM YOUR WORK KEEPS YOU AT WORK, MAKING YOU MORE PRODUCTIVE
  13. 13. The Performance Journey 100% 80% 60% 40% 20% 0% TIME 30 Min. 48 Hrs. 3 weeks Research Institute of America Retention and Performance Challenge PERFORMANCE RECALL & APPLICATION CURRENT PERFORMANCE CHALLENGE IMPACT of PERFORMANCE SUPPORT
  14. 14. How Does Performance Support Help? convergence simplicity relevance personalization Job Aids & Performance Support | Allison Rossett & Lisa Schafer
  15. 15. Let’s Compare These Learning Solutions Simulations Instructor-Led Training E-Learning Online Help EPSS Customized to the User & Job Task Focused on Entire Range of Job Tasks Informal Learning Just In Time On-Demand
  16. 16. When Is an EPSS the Right Solution? Job Aids & Performance Support | Allison Rossett & Lisa Schafer <ul><li>Damage to Credibility </li></ul><ul><li>Speedy Performance Is a Priority </li></ul><ul><li>Performance Situations Are Novel or Unpredictable </li></ul><ul><li>Seamless Performance Requirement </li></ul><ul><li>Lack of Reading, Listening, or Reference Skills </li></ul><ul><li>Infrequent Performance </li></ul><ul><li>Complex (Steps/Attributes) </li></ul><ul><li>Severe Consequence for Errors </li></ul><ul><li>Large Body of Information </li></ul><ul><li>Frequent Changes </li></ul><ul><li>Performance Can Be Improved Through Self-Assessment </li></ul><ul><li>High Turnover/Simple Procedure </li></ul><ul><li>Limited Time and/or Resources for Training </li></ul><ul><li>Economic Worth </li></ul>Inappropriate Appropriate
  17. 17. EPSS Levels Minimal EPSS Only Key Characteristics Mid-Level EPSS Key + Additional Characteristics Optimal EPSS Includes All Characteristics Front-End or Supplemental to the System Stand-Alone Program for Specific Tasks New System w/ Integrated EPSS Types of EPSS | Deborah Alpert Sleight | Michigan State University
  18. 18. Designing a Great EPSS! <ul><li>Icons embedded in the text </li></ul><ul><li>Movable windows or viewers </li></ul><ul><li>Ability to sort information </li></ul><ul><li>Short topics </li></ul><ul><li>Related information links to associated topics and concepts </li></ul><ul><li>Instructional use of conceptual animations, video demonstrations, and practice exercises </li></ul><ul><li>Page-turners </li></ul><ul><li>Long topics </li></ul><ul><li>Automatic display of graphics and media. </li></ul><ul><li>Too many check-boxes and dialog boxes </li></ul>What Users DO Want What Users DON’T Want
  19. 19. Steps to Developing an EPSS Determine what you can and cannot do. Learning from EPSS | Roberta A. Rupel Understand what your users are trying to do . Understand how the users do their work . Determine the knowledge needed at each step in the workflow for them to be successful . Determine the best method you have available to deliver the knowledge .
  20. 20. LearningGuide Manager – Introduction <ul><li>Single source development environment </li></ul><ul><li>Quickly create, edit, and maintain EPSS content </li></ul><ul><li>Familiar authoring interface containing a WYSIWYG environment </li></ul><ul><li>Leverage existing content and assets to create new objects </li></ul><ul><li>Reuse objects across EPSS publications  </li></ul>
  21. 21. LearningGuide EPSS Structure Increasing Levels of Support Productivity & Performance Employee Moment of Need Documents | Sims | Exercises | Links | Email | Chat | Help Desk
  22. 22. EPSS – Lab Work Time: 90 Minutes --------------------------- Regroup @ 5:10
  23. 23. Summary <ul><li>What is performance support? </li></ul><ul><li>What are the five moments of need? </li></ul><ul><li>How does performance support differ from instruction? </li></ul><ul><li>Describe the retention and performance challenge. </li></ul><ul><li>Name four attributes of performance support. </li></ul><ul><li>Give an example of when performance support is the right choice. </li></ul><ul><li>Describe a characteristic of good EPSS design. </li></ul><ul><li>What are the five steps for developing an EPSS? </li></ul>
  24. 24. Thank You Brian Makowski O/E Learning, Inc. [email_address] 1-248-816-4435 1-800-833-8204 ext. 4435 Kelly Condron O/E Learning, Inc. [email_address] 1-248-816-5884 1-800-833-8204 ext. 5884 John Deligiannis LearningGuide Solutions USA [email_address] 1-312-994-2337
  25. 25. References <ul><li>Job Aids & Performance Support, Allison Rossett & Lisa Schaffer </li></ul><ul><li>Electronic Performance Support Systems, Gloria J. Gery </li></ul><ul><li>Types of Electronic Performance Support Systems: Their Characteristics and Range of Designs, Deborah Alpert Sleight, 1993 </li></ul><ul><li>Learning from EPSS, Roberta A. Rupel </li></ul><ul><li>Single Sourcing: Building Modular Documentation, Kurt Ament </li></ul><ul><li>Managing Enterprise Content: A Unified Content Strategy, Ann Rockley </li></ul>