The document discusses the challenges of user adoption and performance support during software rollouts, highlighting the ineffectiveness of traditional training and information retrieval. It introduces performance support as a solution that enables learning while performing job tasks, thereby increasing knowledge retention and reducing dependence on help from colleagues. Epsilon Software provides various tools to facilitate performance support and enhance user adoption, aiming for successful project outcomes.

1. Performance Support
for Software Rollouts
© Epsilon Software Pty Ltd 2014. All rights reserved.

2. Agenda
• The Business Problem
• The Impact on Business
• Performance Support
• Epsilon Context software demonstration

3. The business problem
Users
Systems
Info

4. The business problem
Users
Systems
Info

5. The business problem
Processes
ProcessesProcessesProcessesProcesses
Users
Systems
Info

6. The business problem
Processes
ProcessesProcessesProcessesProcesses
Users
Systems
Info

7. The business problem
Processes
ProcessesProcessesProcessesProcesses
Processes
Processes
Users
Systems
Info

8. The business problem
Processes
ProcessesProcessesProcessesProcesses
Processes
Processes
Users
Systems
Info

9. The business problem
Processes
ProcessesProcessesProcessesProcesses
Processes
Processes
Users
Systems
Info

10. The business problem
Processes
ProcessesProcessesProcessesProcesses
Processes
Processes
Users
Systems
Info

11. What we know to be true
Searching doesn’t work - 457 hours lost per year per person,
searching for things – and only finding them 50% of the time1
55% of people will ask a co-worker for help, rather than search or
ask IT, consuming two or more employees’ time2
Of those people asked, 52% say they cannot find the information
they are seeking within an acceptable amount of time (typically 2
minutes) when searching3
Training doesn’t work – up to 80% of new skills are lost within 1
week of formal training if not used and after one month 87% of
the learning is completely lost4
76% of end users have failing or substandard understanding of
new systems5

12. The impact of the problem on business
User adoption is often quoted as being the #1 reason for System
Implementation Failure6
62% of IT projects failed to meet schedule and 41% failed to
deliver the expected business value and ROI7
40% of companies reporting lost major sales opportunities
because they couldn’t access the right information in time8
Untrained Users require more than 5 times support than trained
users9

13. What does this mean?
User adoption is just not happening:
• Formal training doesn’t work – knowledge retention issues
• Searching doesn’t work – more than 50% of the time users do
not find what they are searching for
Users will keep asking others or making erroneous attempts as
they go along
The solution – train users as they do their job!
This is Performance Support.

14. What is Performance Support?
Definition:
Performance support provides employees with a way to learn
and improve skills while doing real tasks on the job11
Definitions of other learning methods:
Online help
Topic-oriented, procedural or reference information, usually generic, delivered
through computer software supporting a single software application
eLearning/LMS
The use of electronic media and ICT in education, inclusive of multimedia
learning, computer-based training (CBT) and computer-assisted instruction
Knowledge
management
Process of capturing, developing, sharing, and effectively using organisational
knowledge using systems (e.g. SharePoint, CMS etc)
Simulations
Process of modeling a software application in order to replay of a series of
steps within that application
Formal
Training/ILT
A course of instruction that has particular objectives of learning and is
conducted outside the workplace

15. Performance Support - comparison of learning systems
On Demand Just In Time
Informal
Learning
Job-task
focused
Customised to
the user and
Job Task
Performance
Support ✔ ✔ ✔ ✔ ✔
Online Help ✔ ✔ ✔ ✖ ✖
E-Learning/LMS ✔ ✔ ✖ ✖ ✖
Knowledge
Management ✔ ✖ ✔ ✖ ✖
Simulations ✔ ✔ ✖ ✖ ✖
Formal
Training/ILT ✖ ✖ ✖ ✖ ✖

16. Processes Processes
ProcessesProcesses ProcessesProcessesProcesses
Users
Systems
Info
Performance Support in action

17. Processes Processes
ProcessesProcesses ProcessesProcessesProcesses
Users
Systems
Info
Performance Support in action

18. Processes Processes
ProcessesProcesses ProcessesProcessesProcesses
Users
Systems
Info
Performance Support in action

19. Processes Processes
ProcessesProcesses ProcessesProcessesProcesses
Users
Systems
Info
Performance Support in action

20. Processes Processes
ProcessesProcesses ProcessesProcessesProcesses
Users
Systems
Info
Performance Support in action

21. Performance Support in action
Epsilon Software connects
information, systems and people,
at their moment of need.

22. Project ROI is achieved when system becomes BAU
Project success can only be determined when related project
processes and outcomes transition to “Business as Usual” and
are delivering business results
PMI methodology defines the factors determining overall success as:
• Stakeholder and customer satisfaction
• Meeting business case objectives
• Customer/end-user adoption
• Quality of delivery
• Meeting governance criteria
• Benefit realisation
Performance Support contributes to all these factors,
thereby achieving business success after project completion.

23. Epsilon Performance Support Software
Epsilon Content is the screen capture software solution and
authoring tool that technical writers, desktop publishers and
subject matter experts need to quickly create professional
system training materials.
Epsilon Context provides Performance Support, connecting
software application users with applicable corporate
information at the moment of need. The right information in
the right format, right when it’s needed.
Epsilon Alert manages the process and tracking of critical
messages to corporate users through the desktop,
email and mobile devices.
Epsilon Image Map Maker extends the linking capabilities of
Author-it HTML publishing, allowing multiple hotspots on an
image, enabling you to create links internal and other urls.

24. Who is Epsilon Software?
• Founded in 2005
• Leaders in supporting User Adoption and Performance Support
• Experienced in the sales and support of high-end Performance
Support tools
• Major clients in all sectors across ANZ and APAC
• Initially focused on resale and software support of enterprise
solutions
• Started Software Development in 2009
• Launched Epsilon Image Map Maker in 2010
• Launched Epsilon Alert in 2012
• Launched Epsilon Context in 2013
• Launched Epsilon Content in 2014
• Now an ISV with Performance Support software for enterprise
system implementations

25. Who we have helped

26. For more information
www.EpsilonSoftwareGroup.com

27. Epsilon Software Contact Details
 info@epsilonsoftwaregroup.com

28. References
1. “The high cost of not finding information”, IDC (2001).
2. “The hidden cost of information workers”, IDC (2005). AIIM, MeriTalk, Canon, Artesian Solutions, Butler Group, YouGov,
Recommind and Google.
3. “Technology acceptance and ERP documentation usability” Judy E. Scott. Commun. ACM 51(11):121-124 (2008). “A day in
the life of a US Information Worker”, Forrester (2009).
4. Huthwaite study, American Society for Training and Development (ASTD) Journal, December 2008
5. Research by Infometric Research (2011).
6. Multiple research sources including: Gartner (2005), AMR Research (2005) and Soja & Paliwoda-Pekosz (2009)
7. Survey by Dynamic Markets (2011)
8. “Mind the search gap”, MindMetre Research (2011).
9. “The high cost of not finding information”, IDC (2001). “The Hidden Costs of Information Workers”, IDC (2005).
10. Survey and research by Meta Group (2003). Cited in vendor publications.
11. “Untrained users cost more to support than trained users” G00138330, Gartner (2006)
• Bridging the Information Worker Productivity Gap IDC 2012
• The Business Benefits of Taxonomy, Judi Vernau Oct 2005
• The High Cost of Not Finding Information IDC 2001
• The Hidden Costs of Information Workers IDC 2005
• The Digital Workplace - Infocentric Research 2011
• Mobile Workforce Adoption Trends Forrester Feb2013
• Mind the Search Gap MindMetre Research 2011
• ERP Usage in Practise (Chen & Zeng June 2012)
• A Day in the Life of a US Information Worker - Forrester 2009
• Blanchard: Mastering the Art of Change, Training Journal 2010
• 2014 SAP Adoption Insight Report – Neochange
• IDC Xerox White Paper on Information Overload - March 2009
• McKinsey The impact of Internet technologies: Search- July
2011
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