So, how do we address the moments of need? Training starts broad and gets narrow. Support starts narrow--with the process or a task--and provides the exact steps that you need to complete that one task, right now.
So, we send people to training to give them information, knowledge and skills, but they don’t always remember what they learned. However, when training is combined with performance support, retention and recall become a nonissue and performance soars.
Electronic Performance Support in 99 Seconds
in 99-seconds or less …
Five Moments of Need
When Learning for the First Time
When Wanting to Learn More Knowledge
When Trying to Remember and/or Apply Application &
When Things Change Maintenance
When Something Goes Wrong Performance Support
Dr. Conrad Gottfredson, BYU
Addressing the Moment of Need
(One size Knowledge
fits all) “Do”
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
What percentage of job knowledge
do you store in your mind?
1986 1997 2006
75% 15-20% 8-10%
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It is often useful not to know things because they are going to be out-of-date or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
Retention and Performance Challenge
The Performance Journey
100% IMPACT of PERFORMANCE E
E SUPPORT R
40% I CURRENT PERFORMANCE CHALLENGE
RECALL & APPLICATION E
30 48 TIME 3 weeks
Research Institute of America
Performance Support vs. Instruction
YOU & YOUR WORK
KEEPS YOU AT WORK, MAKING
YOU MORE PRODUCTIVE
YOU AWAY FROM YOUR WORK
Find Information When You Need It
IF you could
… you wouldn’t
Job Aids & Performance Support, Allison Rossett & Lisa
Electronic Performance Support Systems, Gloria J. Gery
Types of Electronic Performance Support Systems: Their
Characteristics and Range of Designs, Deborah Alpert
Learning from EPSS, Roberta A. Rupel
Single Sourcing: Building Modular Documentation, Kurt
Managing Enterprise Content: A Unified Content
Strategy, Ann Rockley
Learning Solutions Architect
O/E Learning, Inc.
1-800-833-8204 ext. 5884
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