The document discusses the performance support spectrum and where organizations fall on the spectrum from low to transformational. It describes the characteristics of different levels including scattered, targeted, tangible, significant and smart/transformational support. A poll was conducted to assess how well organizations cover strategic alignment, support strategy, leadership buy-in, technology integration and independent learners. Most organizations rated themselves as marginal to stable. The benefits of moving up the spectrum to significant performance support are also outlined.

1. The Performance
Support Spectrum
Bob Mosher
Chief Learning Evangelist
Conrad Gottfredson
Chief Learning Strategist
#PerformanceSupport
bobandcon@ontuitive.com
@bmosh
@congott

2. Agenda
The Performance Support Spectrum
Where does your organization fit?
How mature is your organization?
Pre-webinar poll results
Live poll
Wrap-Up
©Ontuitive® 2013 #PerformanceSupport

3. Agenda
The Performance Support Spectrum
Where does your organization fit?
©Ontuitive® 2013 #PerformanceSupport

4. 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 #PerformanceSupport 4

5. Low: scattered
Where does your organization fit?
1. Low
Scattered EMBEDDED
Information Support  Shallow
Scavenger-hunt
CONTEXTUAL
 Haphazard Access
Limited to random search
JUST ENOUGH
 Flat
No cascading levels of support
©Ontuitive® 2013 #PerformanceSupport

6. Marginal: targeted
Information Support
1. Low
1. Low 2. Marginal
2. Marginal 3. Tangible 4. Significant 5. Transformational
Targeted EMBEDDED
Information Support  Narrow
Specialized and stands alone
CONTEXTUAL
 Restricted Access
Metadata search
JUST ENOUGH
 Limited
Information oriented not performance oriented
©Ontuitive® 2013 #PerformanceSupport

7. Tangible: targeted
Performance Support
1. Low 2. Marginal 3. Tangible 4. Significant 5. Transformational
CONTEXTUAL
Targeted  Rapid Access
2-clicks/10 second access
Performance Support
JUST ENOUGH
 Task based
Cascading levels of support
EMBEDDED
 Deep
Nested within a business process
©Ontuitive® 2013 #PerformanceSupport

8. Significant: automated
Where does your organization fit?
1. Low 2. Marginal 3. Tangible 4. Significant 5. Transformational
CONTEXTUAL
Automated  Automated Access
Automatically adjusts to context
Performance Support
JUST ENOUGH
 Step-based support
Driven by business rules
EMBEDDED
 Deeper
Nested within an application
and a business process
©Ontuitive® 2013 #PerformanceSupport

9. Automated performance support
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..
©Ontuitive® 2013 #PerformanceSupport

10. Transformational: smart
Where does your organization fit?
1. Low 2. Marginal 3. Tangible 4. Significant 5. Transformational
CONTEXTUAL
Smart  Smart Access
Observes and evolves
Performance Support
JUST ENOUGH
 Step-based
Driven by business rules and behavior
EMBEDDED
 Deep and Broad
Integrated across applications and
the broader business
©Ontuitive® 2013 #PerformanceSupport

11. The PS spectrum
Where does your organization fit?
1. Low 2. Marginal 3. Tangible 4. Significant 5. Transformational
Scattered Targeted Targeted Automated Smart
Information Support Information Support Performance Support Performance Support Performance Support
• Reactive access • Reactive access • Unrestricted Access • Automated Access • Smart Access
• Passive and Flat • Passive and Flat • Just-enough • Just-enough • Just-enough
Task-based Step-based everywhere
• Shallow • Shallow • Deep • Deeper • Deep and Broad
©Ontuitive® 2013 #PerformanceSupport

12. “Electronic Performance Support 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, Electronic Performance Support Systems, 1991
©Ontuitive® 2013 #PerformanceSupport

13. The PS spectrum
Business Benefit
1. Low 2. Marginal 3. Tangible 4. Significant 5. Transformational
Scattered Targeted Targeted Automated Smart
Information Support Information Support Performance Support Performance Support Performance Support
Productivity Gain Low Low-Medium High High High+
Support Cost Savings Low Medium High High+ High+
Process Compliance No No Medium High High+
Training Cost Savings No Medium High High High+
©Ontuitive® 2013 #PerformanceSupport 13

14. Agenda
The Performance Support Spectrum
Where does your organization fit?
How mature is your organization?
Live poll
Pre-webinar poll results
©Ontuitive® 2013 #PerformanceSupport

15. Poll question
Relative to your current overall Learning and Performance
Support strategy, how well do you cover the following
areas?
• Strategic alignment with the lines of business’ goals
• Well-defined performance support strategy
• Support and buy-in from business leadership
• Technology integration
• Independent and dynamic learners
©Ontuitive® 2013 #PerformanceSupport

16. Pre-webinar poll results
Relative to your current overall Learning and Performance
Support strategy, how well do you cover the following
areas?
©Ontuitive® 2013 #PerformanceSupport

17. Pre-webinar poll results
Relative to your current overall Learning and Performance
Support strategy, how well do you cover the following
areas?
Marginal Stable Complete/ Rating
Transformational Average
Strategic Alignment with the 12.1% 21.2% 40.9% 20.5% 5.3% 2.86
lines of business’ goals
Well-defined Performance 27.0% 44.5% 20.4% 6.6% 1.5% 2.11
Support Strategy
Support and buy-in from 13.3% 28.1% 34.4% 19.5% 4.7% 2.74
business leadership
Technology Integration 23.3% 33.1% 24.8% 14.3% 4.5% 2.44
Independent and Dynamic 17.6% 38.2% 32.4% 10.3% 1.5% 2.40
Learners
©Ontuitive® 2013 #PerformanceSupport

18. Chat:
What do you find most challenging about moving up the
PS Spectrum/Maturity Model?
What have you found to be ENBABLERS of moving up the
Spectrum?
©Ontuitive® 2013 #PerformanceSupport

19. Agenda
The Performance Support Spectrum
Where does your organization fit?
How mature is your organization?
Pre-webinar poll results
Live poll
Wrap-Up
©Ontuitive® 2013 #PerformanceSupport

20. Reap the benefits of being “significant”
Performance Support solutions correlate to improved
performance:
86% daily use of PS solution
6-8% Increase in daily work productivity
use ratio of performance support
80:1 vs traditional LMS eLearning
approach
©Ontuitive® 2013 #PerformanceSupport 20

21. Reap the benefits of being “significant”
Performance Support solutions correlate to improved
performance:
15% year over year reduction in help
desk calls
Up to 70% reduction in instructor-led training
adding PS reduces
time to competency by half
©Ontuitive® 2013 #PerformanceSupport 21

22. 2013 monthly webinar series
April: “Smart” Performance Support
May: The Power of Mobile Support
June: Agile Development
July: How are you doing? Self-evaluation
August: Competencies for L&D & performance
September: Technology Needed to Author & Deliver PS
October: People-Centered Computing
November: Kill Search
December: IT – Love Them!
May 8-10: PS Lab & Seminar Hosted by The MASIE Center
Saratoga Spring, NY
©Ontuitive® 2013 #PerformanceSupport 22

23. Thanks!
Next Steps & Resources
Become a member of our Performance Support Community – if you already are – invite a
friend or colleague!
In the community you can:
• Discuss your organization’s place on the spectrum, and receive feedback on how to move
forward
• Read our blogs, watch past webinars, listen to podcasts
• Network
• Collect business case data
• Find resources to share with stakeholders to increase PS buy-in
Community Invite Link: http://performersupport.ning.com/?xgi=3bIevz1cS7jVN3
Contact Us:
bobandcon@ontuitive.com
@bmosh
@congott
©Ontuitive® 2013 #PerformanceSupport 23