If your boss asks you to develop a performance support solution, do you know here to begin? There are varying definitions and degrees of understanding of what "performance support" means in practice. There are critical first steps to take when designing a solution that fits the needs and culture of your organization. Success is a balance of proper planning and figuring out how to address "what's in it for me?" for your stakeholders. This session explores cases of integrating performance support into learning strategy, with examples of how the speakers are adapting their training design processes. The goal is to make the five moments of learning need the focus instead of an afterthought. Using a case study detailing the launch of an initial performance support effort for a Federal agency, the speakers will examine valuable lessons for anyone launching their first performance support solution. They'll also study lessons from other first-time performance support efforts that reinforce the importance of a client champion, and the consequences of not clearly explaining what you're doing and why. This session will introduce basic skills and approaches that anyone can use to get started with a performance support project.

1. Launching Performance Support:
It's the Message That Matters
Session W201, 20 May 2015
Chris King
Performance Support PM

2. By the end of this session you will:
20 May 2015 2015 Chris King • 2
Discover how to explain the benefits of integrating performance
support into training design and development.
Learn how performance support extends learning beyond the
classroom, and maximizes the impact on learning outcomes.
Explore the three five things you must know or do when
launching your first performance support solution.
Apply lessons learned from other first-time projects.

3. Moving from Knowledge-Based to Performance-Based Learning
20 May 2015 2015 Chris King • 3
Source: Conrad Gottfredson, A.G.I.L.E. Instructional Design Workshop, Apply Synergies, 2013

4. Performance Support…
20 May 2015 2015 Chris King • 4
…is embedded in the work
process such that the
learning is accessed in the
context of the work flow
and helps solve a very
specific business problem.
Elliot Masie
…provides employees
with a way to learn and
improve skills while doing
real tasks on the job.
Carla Torgerson and Phillip Neal
…is an orchestrated set of technology-
enabled services that provide
on-demand access to integrated
information, guidance, advice,
assistance, training and tools to enable
high-level job performance with a
minimum of support from other people.
Gloria Gery
…ensures people can
perform effectively when
they are called upon to act.
Conrad Gottfredson and Bob Mosher

5. 20 May 2015 2015 Chris King • 5
Proficiency/Competence
Time
1
2
3
4
What we
imagine
happens
What
actually
happens
Without
support
With
support
Training Post-Training
Source: Mark Rosenberg, At the Moment of Need: The Case for Performance Support, eLearning Guild White Paper, 2013
The magic
proficiency line
Are learners truly competent after training?

6. 70-20-10 and the Moments of Learning Need
20 May 2015
Source: Apply Synergies, 2015
2015 Chris King • 6

7. Training Objectives
Concepts
Deeper Detail
Steps
Training Objectives
Concepts
Deeper Detail
Steps
Components:
DO
Moments
3-5
Moment of Need
20 May 2015
TEACH
Moments
1 & 2
2015 Chris King • 7
Source: Apply Synergies, 2015

8. Other Resources – E-Learning!
Concepts
Deeper Details
Training Objectives
Concepts
Deeper Detail
Steps
Components:
DO
Moments
3-5
Steps
Moment of Need
20 May 2015
TEACH
Moments
1 & 2
2015 Chris King • 8
Source: Apply Synergies, 2015

9. The Performance Support Pyramid
20 May 2015 2015 Chris King • 9
IncreasingLevelsofSupport

10. The Five Moments of Learning Need
20 May 2015 2015 Chris King • 10
3.
Apply
1. New
2.
More
4.
Solve
5.
Change

11. The Five Moments of Learning Need
20 May 2015 2015 Chris King • 11
3.
Apply
1. New
2.
More
4.
Solve
5.
Change
Acquisition of
Knowledge
aka Formal Instruction
Application and
Maintenance of Knowledge
aka Performance Support

12. Case Study Very large
federal
agency; widely
dispersed
audience;
•Office of Resolution
Management, responsible
for handling EEO
complaints (estimated to
cost the organization
$75K per complaint)
Three Week
Hybrid
Conference
• 21 hours of both ILT
and virtual learning
• Virtual keynote
• Integrated Informal
Learning activities
Integrated
Performance
Support Tool
• Focus on the process to
settling EEO complaints
before they become
formal
• 3 roles, 3 complaint
types
20 May 2015 2015 Chris King • 12

13. THE THREE FIVE THINGS YOU MUST KNOW
OR DO WHEN LAUNCHING YOUR FIRST
PERFORMANCE SUPPORT SOLUTION
20 May 2015 2015 Chris King • 13

14. Number 1: Get your team on board
Your team Your Executive Champion
Support your biggest
supporter
They may need the right words for
their key audiences
The right words explain the business
value and map to the key indicators
for your organization
Help them say the right things and
set expectations
20 May 2015 2015 Chris King • 14
Help your
ISDs/Developers
They might feel threatened
But this approach only increases
their scope
So provide them with training and
their own performance support

15. You will be surprised at how often you have to
explain what you are doing
Number 2: Polish your pitch
Have on hand
Road Show
Slide Deck
Quick Guide
20 May 2015 2015 Chris King • 15
Valuable Resource: Selling Performance
Support: Building Stakeholder Buy-in by
Marc Rosenberg (eLearning Guild White
Paper, 2015)

16. Create a formal Communications Plan
Number 3: Communications and Marketing
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Engage front line managers in
your communications
Don’t forget to keep the rest
of your team informed as well
Change is hard; help it
happen

17. Number 4: Leverage your Support Desk
They talk to your target audience
every day
Increase visibility of the tool by
having them referencing the tool
on a regular basis with their callers
They also have metrics that can
show how your solution is making
an impact
20 May 2015 2015 Chris King • 17

18. Number 5: Integrate PS into Training
Show your
audiences
how to use it
in the context
of the content
Integrate the
tool into
exercises and
actvities
20 May 2015 2015 Chris King • 18
How we can reduce
or change what we
cover in training
when there is a
robust PS solution in
place?

19. Summary
Get your team (internal and external) on
board.
Polish your pitch.
Communicate early and often.
Leverage your Support Desk.
Integrate PS into your training.
20 May 2015 2015 Chris King • 19

20. 20 May 2015 20
Source: Instructional Design Now: A New Age
of Learning and Beyond, ATD Research, 2015.
Info-graphic by ATD.
Closing Thought

21. 20 May 2015 21
Source: Instructional Design Now: A New Age
of Learning and Beyond, ATD Research, 2015.
Info-graphic by ATD.
Doesn’t meet
49% 62%
Don’t meet
If 62% of us think we’re not doing a
good job, why do we continue to
do the same thing???
Closing Thought

22. THANK YOU!
Chris King
Chris@crklearning.com
22
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Performance Support:
It's the Message That Matters

23. References
• ATD Info-graphic. Instructional Design Now: A New Age of Learning and Beyond, ATD Research, 2015.
• Brian Dusablon. “Responsive Performance Support With WordPress.” TD Magazine Online, October 8, 2014.
https://www.td.org/Publications/Magazines/TD/TD-Archive/2015/10/Responsive-Performance-Support-with-Wordpress
• CEB CLC Learning and Development Practice, Building High-Performance Capability for the New Work Environment, 2012.
• Gloria Gery. “Why Don’t We Weigh Them?.” CBT Solutions Magazine, May/June 1997. Accessed through the Internet
Archive WaybackMachine: http://web.archive.org/web/19971011044357/http://www.cbtsolutions.com/html/gery-9705.htm
• Conrad Gottfredson and Bob Mosher. Innovative Performance Support: Strategies and Practices for Learning in the
Workflow. New York: McGraw Hill, 2011.
• Mark Rosenberg. At the Moment of Need: The Case for Performance Support. eLearning Guild White Paper, 2013.
• Rosenberg. Selling Performance Support: Building Stakeholder Buy-in. eLearning Guild White Paper, 2014.
• Leon Watson, “Humans have shorter attention span than goldfish, thanks to smartphones,” The Telegraph, May 15, 2015,
retrieved online May 18, 2015, http://www.telegraph.co.uk/news/science/science-news/11607315/Humans-have-shorter-
attention-span-than-goldfish-thanks-to-smartphones.html
Join the Performance Support Community of Practice at http://performersupport.ning.com
This is a dynamic, vibrant and invitation-only site comprised of 4,000+ practitioners. For an invitation to join, send me a note at
chris@crklearning.com
20 May 2015 2015 Chris King • 23