The document discusses how performance support is revolutionizing e-learning by focusing on providing resources that help users complete tasks rather than taking courses or tests. It outlines how learning habits are changing to be more on-demand, in short bursts across different devices. This means instructional designers need to create small, flexible resources in different formats. Examples of different types of performance support resources like checklists, step-by-step guides, videos and infographics are provided. The performance support design process involves analyzing the performance problem, designing the optimal resource format, and making it available for on-demand use. Success is measured through metrics like usage and evidence of performance improvement.

1. Beyond Instructional Design:
How Performance Support is Revolutionising e-Learning
Jane Hart
Centre for Learning & Performance Technologies

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@C4LPT
www.JaneHart.com
www.C4LPT.co.uk
www.ModernWorkplaceLearning.com

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AGENDA
Changing learning habits
What this means for content design
Design guidance and insights
Examples of performance support resources
Performance design process and measuring success
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Learning habits are changing
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variety of sources: people and content
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on demand
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in short bursts
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on all kinds of devices
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in the flow of work
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“I don’t need to study a problem -
only solve it.”
COURSES
“I don’t need to take a test to
know if I can do a task; I will
know if can do it when I
complete the task.”
TESTS
“I don’t need to remember stuff -
only know where I can find the
information again if or
when I need it.”
MEMORISATION
focused on performance - getting a job done
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where there is choice
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producing
small, flexible, on demand
resources
for different users’ devices
in useful formats
to help get work done
courses > resources > performance support
What this means
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14. • It’s not a learning resource
but a performance resource
• You can create resources
alongside courses
• You can create resources
instead of courses
From
instructional design
to
performance design
and
information design
visual design
What this means
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micro content
bite-sized content
nano content
How small is small?
1 - THINK SMALL
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Source: Nick Shackleton Jones
http://www.aconventional.com/2014/12/
what-we-do-in-learning.html
Source: Nick Shackleton Jones
https://www.linkedin.com/pulse/content-
dumping-how-poison-your-learning-strategy-
shackleton-jones
From content to context
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content personalization
not about you personalizing it
but making it PERSONALIZABLE
by the user
i.e. to use in whatever way suits
the individual concerned
2 - THINK FLEXIBLE
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How can it be
quickly found
and
easily accessed?
3 - THINK ON DEMAND
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Mobile first - BYOD
4 - THINK DEVICES
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Responsive design
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text
images/graphics
audio
video
5 - THINK MEDIA
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Do you need interactivity
in a performance support tool or job aid?
for additional
guidance
to support
personalisation
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23. EXAMPLES OF PERFORMANCE SUPPORT RESOURCES
FROM AROUND THE WEB
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Example: Google Guide
http://www.googleguide.com/print/
adv_op_ref.pdf
2 page PDF for printing
Text and links to deeper content and
examples (for online use)
Supporting performance resource
alongside tutorial
What elements can be extracted to
form a good job aid?
Example 1: Textual Reference Guide or Cheat Sheet
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Example: Trade Show Checklist
http://checklist.com/trade-show-
checklist/
Things to do (non-sequential)
Interactivity? Check off items as you
do them (print and check/interactive)
Example 2: Textual Checklist
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Example: How to unjam a printer
List of sequential steps
Interactivity? Only show the steps
once they’ve been checked off?
Flip open the ADF by grasping the notch1
Firmly grasp the paper and pull it out2
Cl Close the ADF3
Press RESET4
Example 3: Step-by-step list
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Example:
http://www.rff.com/order_processing.htm
Visual breakdown of the steps to complete a
task
Example 4: Flowchart
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Start
End
Receive order
Assemble package
Require
shipping?
Enables user:
to select items to denote completion and/or
to gain more information
Example 5: Interactive Flowchart
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Example:
http://ashleychiasson.com/blog/
terminology-tuesday-job-aids/
Everything you need on one
page
Example 6: Infographic
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Example 7: Annotated screenshots or images
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Annotated screenshot of Yammer,
page 60, Modern Workplace Learning,
http://www.ModernWorkplaceLearning.com
Original source: unknown

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Available on web/mobilePDF.
Snapguide example:
https://snapguide.com/guides/turn-
your-smart-phone-into-a-wi-fi-
hotspot/
Example 8: Text and Graphics Guides
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http://www.instructables.com/id/Gif-
Tastic/?ALLSTEPS
Instructables example:
How to make an animated GIF

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Example 9: Audio Guides
useful if hands-free access required
talking through a task or activity
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Example:
https://www.youtube.com/
watch?v=qr9rtFG7fKM
how to use a website or carry
out a software activity
Example 10: Screencasts
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Example:
https://www.youtube.com/
watch?v=eLGLtnRopJM
Light-hearted animations
explaining something -
often uses hand-drawn
figures or images.
Example 11: Animated explainers
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Example 12: How-To Videos
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Example: How to clear a printer jam
http://www.howcast.com/videos/
384350-how-to-clear-a-printer-jam/
less than 2 minute videos
Example: How to make steak tartare
https://vine.co/v/bOIqn6rLeID
6 second video

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What is the right resource for a performance problem?
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37. 1. Analyse
• the performance problem
• the type of support that is required
• the device (if any) on which it will
be used
2. Design the resource in the most
appropriate format/media with
essentials required
3. Make available for flexible and on
demand use
Performance Support Design Process
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track hits | social ratings | social recommendations
performance improvement
Measuring success
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