This document discusses performance support strategies that go beyond traditional classroom learning by bringing learning into the workflow. It argues that the best approach is to position learners where they can find information when they need it, rather than trying to teach them everything up front. It also discusses how the learning landscape has changed with new learner and technology trends, and the need for organizations to embrace social media and new performance support tools that can be integrated with formal learning programs.

1. Performance Support:
Embracing strategies that go
beyond the classroom by bringing
learning into the workflow
Bob Mosher
Chief Learning & Strategy Evangelist
© LearningGuide Solutions 2011

2. © LearningGuide Solutions 2011
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3. How has the learning landscape
changed over the past few
years?
 Learners??
 Technology??
 Needs??
 Our Learning Offerings?
© LearningGuide Solutions 20113

4. "You can't teach people
everything they need to
know…
The best you can do is
position them where
they can find what they
need to know when
they need to know it."
© LearningGuide Solutions 20114 Copyright LearningGuide Solutions 2011

5. “We don’t have a choice on
whether we DO social media,
the question is HOW well we DO
it.”
- Eric Quaman
5
© LearningGuide Solutions 2011

6. 100%
80%
60%
40%
20%
0%
30
Min.
58%
33%
48
Hrs.
Time after course completion
3 weeks
Source: Research Institute of America
Competency
(On-the-Job –”Transfer Environment” - EPSS)
6
Performance Support
Strategy
Mastery
(Training Event/
E-Learning)
© LearningGuide Solutions 2011

7. “The illiterate of the 21st
century will not be those who
cannot read and write, but
those who cannot learn,
unlearn, and relearn.”
- Rethinking the Future by AlvinToffler
© LearningGuide Solutions 2011Copyright LearningGuide Solutions 20117

8. © LearningGuide Solutions 2011
1. When Learning for the First Time
2. When Wanting to Learn More
3. When Trying to Remember
and/or Apply
4. When Things Change
5. When Something Goes Wrong
Application &
Maintenance
of Knowledge
Performance
Support
Acquisition of
Knowledge
Formal Instruction
BlendedLearning?BlendedTraining!BlendedLearning!
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9.  “What tools do you, or your
organization, currently use
for Performance
Support?”
© LearningGuide Solutions 20119

10. • Job Aids
• CoP’s
• Wiki, Blog, Forums
• Learning Portal
• Reference Materials
• FAQ’s
• Help Desk
• SIMS
• Pod Casts
• Coaching
• SharePoint
• Webinars
• Recorded
Webinars
• Instant Messenger
© LearningGuide Solutions 201110
“Filter Failure”

11. Training
(First 2
Moments of
Need)
TEACH
Other Resources
Practice/Demos
Deeper Details
Steps
Training Objectives
Conceptual Bkgrd
Deeper Detail
Steps
Components:
Performance
Support
(Last 3
Moments of
Need)
DO
Training Objectives
Conceptual Bkgrd
Deeper Detail
Steps
Moment of Need
PS Broker
© LearningGuide Solutions 2011
LMS
11

12. IncreasingLevelsofSupport
Process – overview of the business process
Steps – concise quick reference instructions
Details – robust and detailed job-aids
Practice – real-world exercises in the application
Resources – Link to existing resources (learning assets,
knowledge management, portals, etc.)
Social – connect to social information channels
12 © LearningGuide Solutions 2011

13. 1. Procedure-based PS Brokers
 Supports Enterprise Application Adoption, Cross-Application
use, etc.
2. Soft skills-based PS Brokers
 Supports Competency Adoption, Leadership skills development,
Sales skills development, etc.
3. Product-based PS Brokers
 Supports Sales, Customer Direct Sales, Supply-chain etc.
4. Reference-based PS Brokers
 Supports Medical, Legal, Customer Service/Help Desk
5. Workflow Process/Scenario-based PS Brokers
 Supports Onboarding, Collaborative Workflows, Regulatory
Compliance, etc.
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15. © LearningGuide Solutions 2011
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16. • 84% of enterprise uses solution daily
• 6% increase in daily work productivity measure
• 80:1 use ratio of performance support vs. traditional
LMS e-learning based approach
• 99% cost reduction per learning transaction
• 12% year-over-year reduction in help desk calls
• 70% reduction in Instructor Led Training
16 © LearningGuide Solutions 2011

17. Aligned to deliver ROI and specific business benefit
Embedded in the workflow and readily available at the moment of apply.
Contextually
Delivered
according to specific roles and varying access needs
Just Enough in the form needed to effectively perform inside the business process
Integrated
with formal learning to compliment and extend current learning
investments
Trustworthy and current in every place.
17 © LearningGuide Solutions 2011

18.  “What role does the
classroom play in all this?”
© LearningGuide Solutions 201118

19. “A person who carries a cat by
the tail learns something about
cats they can learn in no other
way….”
Mark Twain
© LearningGuide Solutions 201119

20. Informal
Learning
Self-DirectedLearning
Instructional Time
Peers
Support
Materials
Technology
Aided Learning
(PS Broker)
InstructorAidedLearning
© LearningGuide Solutions 201120

21. Pick a Project
that’s a sure win and can prove the process – “Don’t Boil the
Ocean!!”
Choose Software that brokers, publishes, maintains and scales.
Proof the Concept to show what it can be and do. Seeing is believing!!!
Get a Budget so you can see it through. Commitment follows dollars
Check your
Methodology
to optimize development of true blended learning.The
pyramid’s the game changer.
Shift Ownership and governance to the lines of business.
© LearningGuide Solutions 201121

22. “A ship in a harbor is
safe, but that’s not
what ships are built
for…”
© LearningGuide Solutions 201122

23. Thank you for participating!!
b.mosher@learningguide.us
 Join the PS Community and contribute a
comment
 Whitepaper on the business value of PS
 Let’s Tweet!!
 Bmosh
Copyright LearningGuide Solutions 2011© LearningGuide Solutions 201123