FINGERTIP ELECTRONIC PERFORMANCE SUPPORT SYSTEMS LAB Design & Develop “Point of Need” Self-Instruction wsg:

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

Is It Performance Support? Break off into pairs. Take a look at your items and discuss them. Decide how you would categorize your items. Place them on the flipcharts. Give your rationale to the group. Introduce yourself.

Break off into pairs.

Take a look at your items and discuss them.

Decide how you would categorize your items.

Place them on the flipcharts.

Give your rationale to the group.

Introduce yourself.

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

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.

What You Will Learn Determine when an EPSS solution is the right deployment choice. Create EPSS solutions. Follow the essential steps and methods involved in building and implementing effective performance support systems. Avoid the problems or complications that may arise when building an EPSS.

Determine when an EPSS solution is the right deployment choice.

Create EPSS solutions.

Follow the essential steps and methods involved in building and implementing effective performance support systems.

Avoid the problems or complications that may arise when building an EPSS.

What percentage of job knowledge do you store in your mind? 1986 1997 2006 Robert Kelley, Carnegie-Mellon University 20 Year Longitudinal Study of Knowledge Workers It is often useful not to know things because they are going to be out-of-date or incorrect in a short time. It is usually a better strategy not to learn them – and simply search and find the correct information when you need it Charles Jennings, Reuters 75% 15-20% 8-10% Information Overload

What percentage of job knowledge do you store in your mind?

1986 1997 2006

Robert Kelley, Carnegie-Mellon University 20 Year Longitudinal Study of Knowledge Workers

It is often useful not to know things because they are going to be out-of-date or incorrect in a short time.

It is usually a better strategy not to learn them – and simply search and find the correct information when you need it

Charles Jennings, Reuters

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?

Five Moments of Need When learning for the first time When learning more When remembering and/or applying what’s been learned When things go wrong When things change Bob Mosher

When learning for the first time

When learning more

When remembering and/or applying what’s been learned

When things go wrong

When things change

Addressing the Moment of Need TRAINING SUPPORT Acquisition of Knowledge “ Learn” Application of Knowledge “ Do” Content-based (One size fits all) Context/ Role-based

Find Information When You Need It … they wouldn’t need PERFORMANCE support. IF people could remember EVERYTHING …

Performance Support vs. Instruction Performance Support Instruction YOU & YOUR WORK YOU AWAY FROM YOUR WORK KEEPS YOU AT WORK, MAKING YOU MORE PRODUCTIVE

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

How Does Performance Support Help? convergence simplicity relevance personalization Job Aids & Performance Support | Allison Rossett & Lisa Schafer

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

When Is an EPSS the Right Solution? Job Aids & Performance Support | Allison Rossett & Lisa Schafer Damage to Credibility Speedy Performance Is a Priority Performance Situations Are Novel or Unpredictable Seamless Performance Requirement Lack of Reading, Listening, or Reference Skills Infrequent Performance Complex (Steps/Attributes) Severe Consequence for Errors Large Body of Information Frequent Changes Performance Can Be Improved Through Self-Assessment High Turnover/Simple Procedure Limited Time and/or Resources for Training Economic Worth Inappropriate Appropriate

Damage to Credibility

Speedy Performance Is a Priority

Performance Situations Are Novel or Unpredictable

Seamless Performance Requirement

Lack of Reading, Listening, or Reference Skills

Infrequent Performance

Complex (Steps/Attributes)

Severe Consequence for Errors

Large Body of Information

Frequent Changes

Performance Can Be Improved Through Self-Assessment

High Turnover/Simple Procedure

Limited Time and/or Resources for Training

Economic Worth

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

Designing a Great EPSS! Icons embedded in the text Movable windows or viewers Ability to sort information Short topics Related information links to associated topics and concepts Instructional use of conceptual animations, video demonstrations, and practice exercises Page-turners Long topics Automatic display of graphics and media. Too many check-boxes and dialog boxes What Users DO Want What Users DON’T Want

Icons embedded in the text

Movable windows or viewers

Ability to sort information

Short topics

Related information links to associated topics and concepts

Instructional use of conceptual animations, video demonstrations, and practice exercises

Page-turners

Long topics

Automatic display of graphics and media.

Too many check-boxes and dialog boxes

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 .

LearningGuide Manager – Introduction Single source development environment Quickly create, edit, and maintain EPSS content Familiar authoring interface containing a WYSIWYG environment Leverage existing content and assets to create new objects Reuse objects across EPSS publications

Single source development environment

Quickly create, edit, and maintain EPSS content

Familiar authoring interface containing a WYSIWYG environment

Leverage existing content and assets to create new objects

Reuse objects across EPSS publications

LearningGuide EPSS Structure Increasing Levels of Support Productivity & Performance Employee Moment of Need Documents | Sims | Exercises | Links | Email | Chat | Help Desk

EPSS – Lab Work Time: 90 Minutes --------------------------- Regroup @ 5:10

Summary What is performance support? What are the five moments of need? How does performance support differ from instruction? Describe the retention and performance challenge. Name four attributes of performance support. Give an example of when performance support is the right choice. Describe a characteristic of good EPSS design. What are the five steps for developing an EPSS?

What is performance support?

What are the five moments of need?

How does performance support differ from instruction?

Describe the retention and performance challenge.

Name four attributes of performance support.

Give an example of when performance support is the right choice.

Describe a characteristic of good EPSS design.

What are the five steps for developing an EPSS?

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

References Job Aids & Performance Support, Allison Rossett & Lisa Schaffer Electronic Performance Support Systems, Gloria J. Gery Types of Electronic Performance Support Systems: Their Characteristics and Range of Designs, Deborah Alpert Sleight, 1993 Learning from EPSS, Roberta A. Rupel Single Sourcing: Building Modular Documentation, Kurt Ament Managing Enterprise Content: A Unified Content Strategy, Ann Rockley

Job Aids & Performance Support, Allison Rossett & Lisa Schaffer

Electronic Performance Support Systems, Gloria J. Gery

Types of Electronic Performance Support Systems: Their Characteristics and Range of Designs, Deborah Alpert Sleight, 1993

Learning from EPSS, Roberta A. Rupel

Single Sourcing: Building Modular Documentation, Kurt Ament

Managing Enterprise Content: A Unified Content Strategy, Ann Rockley