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Making a Success of
                   Performance Support
                        Strategies & Practices
                    for Learning in the Workflow



                                        Bob Mosher
                                Chief Learning Evangelist
                                                  @bmosh




©Ontuitive® 2013
Today’s agenda
      • Performance Support(PS): Why should we care & WHAT is it?

      • The 5 Stages of the PS Spectrum

      • How do you Design it EFFECTIVELY?

      • Examples

      • Technical Specifications of today’s PS authoring software


©Ontuitive® 2013                                                    2
A Chat Question:
      • What content/topic areas are you currently creating
        Performance Support as part of your learning solutions?
         • IT Training
         • SoftSkills (Leadership, Talent Management)
         • Sales Training
         • Onboarding
         • Other – Please add other areas
         • Not really doing much Performance Support
           right now. That’s why I’m on this Webinar



©Ontuitive® 2013                                                  3
Today’s agenda
      • Performance Support(PS): Why should we care & WHAT is it?




©Ontuitive® 2013                                                4
What are we getting?

    100%


                         A Chat Question: Are these really
                              “Training” problems?
                                90%
                                                                  76%
                                                                                52%
                      32%
                                                    20%
       0%
                   Effectiveness   Forgetfulness   Searching      Failed       Effective
                                                               Understanding   Adoption

          Fact: Only 32% ofspending 8.8 hours per week trainingwithin
          Fact: Peopleof are executives think their companies’ effective levels
                Workers users have of failed or learn in a classroom programs
                Nearly 50% of companies are not achieving
                76% forget 90% a what they sub-standard
          are “extremely”of missioneffective” in preparing META Group groups to
          understanding or “very -critical applications – employee
          of adoption and usage rates.
          searching for Hermann Ebbinghaus – 2012 Adoption Insights Survey
          30 days – information IDC– McKinsey
          drive business performance.
          That’s 457 hours a year.
©Ontuitive® 2013                                                                           5
A definition

       “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, Electronic Performance Support Systems, 1991.


              Add the keywords found in this definition in Chat


©Ontuitive® 2013
A definition

      “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, Electronic Performance Support Systems, 1991.)




©Ontuitive® 2013
Today’s agenda
      • Performance Support(PS): Why should we care & WHAT is it?

      • The 5 Stages of the PS Spectrum




©Ontuitive® 2013                                                8
Effective Performance Support
         Ready in 2-Clicks & 10-Seconds


                    in the workflow and readily available at
       Embedded
                    the moment of apply

                    according to specific roles and
       Contextual
                    varying access needs

       Just         in the form needed to effectively perform
       Enough       inside the business process




©Ontuitive® 2013                                                9
The Strategic PS Spectrum
     Where does your organization fit?

                   Low       2                                    Transformational
                                                        4
                    1                                                     5



            Scattered
       Information Support
                                 Embedded       Shallow
                                                 Scavenger-hunt


                                 Contextual     Haphazard Access
                                                  Limited to random search


                                 Just Enough    Flat
                                                  no cascading levels of support



©Ontuitive® 2013                                                                     10
The Strategic PS Spectrum
     Where does your organization fit?

                                         Marginal
                   1                        2




                       Targeted
                   Information Support               Embedded      Narrow
                                                                     Specialized and stands
                                                                     alone

                                                    Contextual     Restricted Access
                                                                     Metadata Search


                                                    Just Enough    Limited
                                                                     Information oriented not
                                                                     performance oriented


©Ontuitive® 2013                                                                                11
The Strategic PS Spectrum
     Where does your organization fit?

                              2          Emerging       4
                   1              2        Tangible
                                            3
                                              3




            Targeted                   Embedded        Deep
        Performance Support
                                                            Nested within an application


                                      Contextual       Rapid Access
                                                            2-clicks/10 second access


                                      Just Enough      Task-based
                                                            Cascading levels of support




©Ontuitive® 2013                                                                           12
The Strategic PS Spectrum
     Where does your organization fit?

                              2          Emerging   Significant
                   1                                   4
                                  2         3 3          4




          Automated                    Embedded      Deeper
        Performance Support
                                                       Nested within an application and
                                                       a business process

                                      Contextual     Automated Access
                                                        Automatically adjusts to context


                                      Just Enough    Step-based support
                                                       Driven by business rules




©Ontuitive® 2013                                                                     13
The Strategic PS Spectrum
     Where does your organization fit?

                   1           2           3                      Transformational
                                                    4
                                                                          5



               Smart
         Performance Support        Embedded      Deep and Broad
                                                    Integrated across applications and
                                                    the broader business

                                   Contextual     Smart Access
                                                    Observes and evolves


                                   Just Enough    Step-based
                                                    Driven by business rules and behavior




©Ontuitive® 2013                                                                     14
The Strategic PS Spectrum
     Where does your organization fit?

                   Low                    Marginal             Tangible          Significant          Transformational
                    1                        2                    3                   4                       5




               Low                 Marginal                   Tangible            Significant               Transformational
      Scattered Information   Targeted Information      Performance Support   Automated Performance          Smart Performance
             Support                Support                                          Support                      Support




      • Haphazard access      • Restricted access    • Rapid Access           • Automated Access           • Smart Access
      • Flat                  • Limited              • Task-based             • Step-based                 • Step-based
      • Shallow               • Narrow               • Deep                   • Deeper                     • Deep and Broad




©Ontuitive® 2013                                                                                                            15
Today’s agenda
      • Performance Support(PS): Why should we care & WHAT is it?

      • The 5 Stages of the PS Spectrum

      • How do you Design it EFFECTIVELY?




©Ontuitive® 2013                                               16
Total learning and support framework
                                        Components:

                                       Training Objectives

                                    Practice


                             Details
                                                                    TEACH


                         Tasks


                                     Moment of Need
                        Contexts
                                        Training Objectives

                            Tasks
                                    Practice

          DO                  Details
                             Details
                                    Practice
                        Tasks
                                        Resources and Social Learning
©Ontuitive® 2013                                                        17
The 3 fundamental PS principles
    Increasing Levels of Support




©Ontuitive® 2013
Today’s agenda
      • Performance Support(PS): Why should we care & WHAT is it?

      • The 5 Stages of the PS Spectrum

      • How do you Design it EFFECTIVELY?

      • Examples




©Ontuitive® 2013                                               19
Examples




©Ontuitive® 2013
Today’s agenda
      • Performance Support(PS): Why should we care & WHAT is it?

      • The 5 Stages of the PS Spectrum

      • How do you Design it EFFECTIVELY?

      • Examples

      • Technical Specifications of today’s PS authoring software


©Ontuitive® 2013                                                    21
PS technology infrastructure specifications
      •       Embed performance support into the workflow via the full range of needed
              modalities published from a single source.
      •       Support performance from a single entry point via multiple contexts (e.g.,
              job roles, workflow, location, timeline, etc.).
      •       Broker reference and learning assets from multiple locations to make them
              contextually available to performers at the task level.
      •       Provide access to cascading levels of support within 2 clicks/10 seconds
              across multiple contexts.
      •       Facilitate performer feedback and collaboration within EPSSs.
      •       Employ metadata for authoring reference-based performance support
              solutions.
      •       Integrate business-rules into software application performance support.
      •       Contextually adapt as performers move across applications and the
              workflow.
      •       Minimize IT involvement in the creation, integration, and maintenance of
              performance support solutions embedded within software applications.


©Ontuitive® 2013
THANK YOU For your time and
      participation!

      Next Steps:
       Join the PS Community
       Subscribe to the Ready When You Are Blog
        – www.ontuitive.com/blog
       Contact Us: b.mosher@ontuitive.com




©Ontuitive® 2013

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Making a success of performance support (webinar deck)

  • 1. Making a Success of Performance Support Strategies & Practices for Learning in the Workflow Bob Mosher Chief Learning Evangelist @bmosh ©Ontuitive® 2013
  • 2. Today’s agenda • Performance Support(PS): Why should we care & WHAT is it? • The 5 Stages of the PS Spectrum • How do you Design it EFFECTIVELY? • Examples • Technical Specifications of today’s PS authoring software ©Ontuitive® 2013 2
  • 3. A Chat Question: • What content/topic areas are you currently creating Performance Support as part of your learning solutions? • IT Training • SoftSkills (Leadership, Talent Management) • Sales Training • Onboarding • Other – Please add other areas • Not really doing much Performance Support right now. That’s why I’m on this Webinar ©Ontuitive® 2013 3
  • 4. Today’s agenda • Performance Support(PS): Why should we care & WHAT is it? ©Ontuitive® 2013 4
  • 5. What are we getting? 100% A Chat Question: Are these really “Training” problems? 90% 76% 52% 32% 20% 0% Effectiveness Forgetfulness Searching Failed Effective Understanding Adoption Fact: Only 32% ofspending 8.8 hours per week trainingwithin Fact: Peopleof are executives think their companies’ effective levels Workers users have of failed or learn in a classroom programs Nearly 50% of companies are not achieving 76% forget 90% a what they sub-standard are “extremely”of missioneffective” in preparing META Group groups to understanding or “very -critical applications – employee of adoption and usage rates. searching for Hermann Ebbinghaus – 2012 Adoption Insights Survey 30 days – information IDC– McKinsey drive business performance. That’s 457 hours a year. ©Ontuitive® 2013 5
  • 6. A definition “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, Electronic Performance Support Systems, 1991. Add the keywords found in this definition in Chat ©Ontuitive® 2013
  • 7. A definition “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, Electronic Performance Support Systems, 1991.) ©Ontuitive® 2013
  • 8. Today’s agenda • Performance Support(PS): Why should we care & WHAT is it? • The 5 Stages of the PS Spectrum ©Ontuitive® 2013 8
  • 9. Effective Performance Support Ready in 2-Clicks & 10-Seconds in the workflow and readily available at Embedded the moment of apply according to specific roles and Contextual varying access needs Just in the form needed to effectively perform Enough inside the business process ©Ontuitive® 2013 9
  • 10. The Strategic PS Spectrum Where does your organization fit? Low 2 Transformational 4 1 5 Scattered Information Support Embedded  Shallow Scavenger-hunt Contextual  Haphazard Access Limited to random search Just Enough  Flat no cascading levels of support ©Ontuitive® 2013 10
  • 11. The Strategic PS Spectrum Where does your organization fit? Marginal 1 2 Targeted Information Support Embedded  Narrow Specialized and stands alone Contextual  Restricted Access Metadata Search Just Enough  Limited Information oriented not performance oriented ©Ontuitive® 2013 11
  • 12. The Strategic PS Spectrum Where does your organization fit? 2 Emerging 4 1 2 Tangible 3 3 Targeted Embedded  Deep Performance Support Nested within an application Contextual  Rapid Access 2-clicks/10 second access Just Enough  Task-based Cascading levels of support ©Ontuitive® 2013 12
  • 13. The Strategic PS Spectrum Where does your organization fit? 2 Emerging Significant 1 4 2 3 3 4 Automated Embedded  Deeper Performance Support Nested within an application and a business process Contextual  Automated Access Automatically adjusts to context Just Enough  Step-based support Driven by business rules ©Ontuitive® 2013 13
  • 14. The Strategic PS Spectrum Where does your organization fit? 1 2 3 Transformational 4 5 Smart Performance Support Embedded  Deep and Broad Integrated across applications and the broader business Contextual  Smart Access Observes and evolves Just Enough  Step-based Driven by business rules and behavior ©Ontuitive® 2013 14
  • 15. The Strategic PS Spectrum Where does your organization fit? Low Marginal Tangible Significant Transformational 1 2 3 4 5 Low Marginal Tangible Significant Transformational Scattered Information Targeted Information Performance Support Automated Performance Smart Performance Support Support Support Support • Haphazard access • Restricted access • Rapid Access • Automated Access • Smart Access • Flat • Limited • Task-based • Step-based • Step-based • Shallow • Narrow • Deep • Deeper • Deep and Broad ©Ontuitive® 2013 15
  • 16. Today’s agenda • Performance Support(PS): Why should we care & WHAT is it? • The 5 Stages of the PS Spectrum • How do you Design it EFFECTIVELY? ©Ontuitive® 2013 16
  • 17. Total learning and support framework Components: Training Objectives Practice Details TEACH Tasks Moment of Need Contexts Training Objectives Tasks Practice DO Details Details Practice Tasks Resources and Social Learning ©Ontuitive® 2013 17
  • 18. The 3 fundamental PS principles Increasing Levels of Support ©Ontuitive® 2013
  • 19. Today’s agenda • Performance Support(PS): Why should we care & WHAT is it? • The 5 Stages of the PS Spectrum • How do you Design it EFFECTIVELY? • Examples ©Ontuitive® 2013 19
  • 21. Today’s agenda • Performance Support(PS): Why should we care & WHAT is it? • The 5 Stages of the PS Spectrum • How do you Design it EFFECTIVELY? • Examples • Technical Specifications of today’s PS authoring software ©Ontuitive® 2013 21
  • 22. PS technology infrastructure specifications • Embed performance support into the workflow via the full range of needed modalities published from a single source. • Support performance from a single entry point via multiple contexts (e.g., job roles, workflow, location, timeline, etc.). • Broker reference and learning assets from multiple locations to make them contextually available to performers at the task level. • Provide access to cascading levels of support within 2 clicks/10 seconds across multiple contexts. • Facilitate performer feedback and collaboration within EPSSs. • Employ metadata for authoring reference-based performance support solutions. • Integrate business-rules into software application performance support. • Contextually adapt as performers move across applications and the workflow. • Minimize IT involvement in the creation, integration, and maintenance of performance support solutions embedded within software applications. ©Ontuitive® 2013
  • 23. THANK YOU For your time and participation! Next Steps:  Join the PS Community  Subscribe to the Ready When You Are Blog – www.ontuitive.com/blog  Contact Us: b.mosher@ontuitive.com ©Ontuitive® 2013