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Ps symp webinar.6.27.12
1. Moving Beyond
eLearning to
Performance
Support!
Bob Mosher
Chief Learning Evangelist
www.ontuitive.com
2. Level Setting Poll:
What % of your current development involves
Performance Support?
• 0%
• Up to 25%
• Up to 50%
• Up to 75%
• 100%
Copyright Ontuitive 2012
3. Seymour Papert, MIT
"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."
Copyright Ontuitive 2012
4. How well are you helping
to sustain competency in an ever-
changing learning ecosystem?
Continuous
Concept & On-the-Job
Improvement
Task Mastery Competence
Realize the TRUE
Value of training!
Leaving this to
chance extends
58% “Time to
Competency”
33%
12%
TIME TO COMPETENCY
TRAIN TRANSFER S U S TAI N
Performance Support (PS) Infrastructure
Copyright Ontuitive 2012
5. Performance Support
sustains competence in an ever-changing
work environment
Concept & On-the-Job Continuous
Task Mastery Competence Improvement
Reference &
Critical Skills
Training
TIME TO COMPETENCY (Average 50% reduction in Time to Competency)
TRAIN TRANSFER S U S TAI N M E N T
Performance Support (PS) Infrastructure
Copyright Ontuitive 2012
6. Supporting a The Entire Learning Journey:
The 5 Moments of Need
Blended Learning?
Learning!
Formal
1. When Learning for the First Time Instruction
(Acquisition)
2. When Wanting to Learn More
3. When Trying to Apply and/or Remember
Performance
4. When Something Goes Wrong Support
(Application)
5. When Something Changes
Copyright Ontuitive 2012
7. Polling Question:
How well are you serving all 5 moments of
need?
• Mostly moments 1-2
• Got 1-2 covered and
am venturing into 3-5
• Well balanced across
all 5 moments
Copyright Ontuitive 2012
8. An Embedded
Performance Support
Solution (EPSS)
provides immediate,
intuitive, tailored aid to a
person at his or her
moment of need to ensure
the most effective
performance.”
Copyright Ontuitive 2012
10. The 5 FUNDAMENTAL PS Principles
1. Aligned to deliver business impact.
2. Embedded in the workflow (2 clicks in 10 seconds).
3. Contextual access by process, roles and circumstances.
4. Just Enough information to get the job done.
5. Integrated with formal learning.
Copyright Ontuitive 2012
11. The 5 FUNDAMENTAL PS Principles
1. Aligned to deliver business impact.
• Percentage of course completions • Successful performance of business critical
• Pass/fail rate skills
• Number of student days • Reduced time to proficiency
• Student/instructor ratio • Reduced time to changed performance
• Dollars charged back to • Lower support costs
departments using training • Increased user adoption
• Utilization of facilities • Optimized business processes
• Cost per student-day • Customer/employee loyalty and/or retention
• Average "satisfaction" scores on • Usage of business critical assets (policies,
our "smile sheet" evaluations business rules)
• On-time completion and on-cost • Reduced implementation costs (for a
development of new courses system, product, new process, etc.)
• Actual vs. planned operational • Reduced handoffs of work, calls, problems
budget expenditures. to others
Copyright Ontuitive 2012
12. Polling Question:
Which of the following alignment issues are
most important to the organization(s) you
support? (pick your top 3)
• Successful performance of business critical skills
• Reduced time to proficiency
• Optimized business processes
• Lower support costs
• Increased user adoption
Copyright Ontuitive 2012
13. The 5 FUNDAMENTAL PS Principles
2. Embedded in the workflow (2 clicks in 10 seconds).
Lengthy
IMMEDIACY
• Embedded help
• Web-delivered
• Mobile-delivered
• Print-delivered
Instant
Close PROXIMITY Distant
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14. Polling Question:
What content areas do you typically design
for? (Pick all that apply)
• IT applications Training
• Leadership Training
• Sales Training
• Product Training
• Other “Softskill” training
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15. The 5 FUNDAMENTAL PS Principles
3. Contextual access by process, roles and circumstances.
2-clicks & 10-seconds
Workflow
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16. The 5 FUNDAMENTAL PS Principles
3. Contextual access by process, roles and circumstances.
2-clicks & 10-seconds
Job Role
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17. The 5 FUNDAMENTAL PS Principles
3. Contextual access by process, roles and circumstances.
2-clicks & 10-seconds
Circumstance
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18. Polling Question:
Which of the following learning assets do
you see most commonly utilized in your
learning solutions? (pick your top 3)
• Job Aids
• SharePoint
• E-learning
• Communities of Practice
• Help Desk
Copyright Ontuitive 2012
19. Is this a “Strategy”?
• Job Aids • Pod Casts
• CoP’s • Coaching
• Wiki, Blog, Forums • SharePoint
• Learning Portal • Lectures
• Reference Materials • Recorded Lectures
• FAQ’s • Instant Messenger
• Help Desk
• Simulations
Copyright Ontuitive 2012
20. Total Learning and Support Framework
Components:
Training Objectives
Practice TEACH
eLearning
Details
Moments
Steps 1&2
Moment of Need
Process
Training Objectives
DO Steps
Performance Practice
Support
Details
Details
Moments
Practice
3-5 Steps
Resources and Social Learning
20
21. The 5 FUNDAMENTAL PS Principles
4. Just Enough information to get the job done.
Copyright Ontuitive 2012
22. It’s all about ROI & Business Impact
• 86% daily use of PS solution
• 6-8% increase in daily work productivity
• 80:1 use ratio of Performance Support vs.
traditional LMS e-learning based approach
• 15% year-over-year reduction in help desk calls
• Up to 70% reduction in Instructor-Led Training
Copyright Ontuitive 2012
23. True Learning:
What the classroom needs to become...
“A person who carries a cat by
the tail learns something about
cats they can learn in no other
way….”
~Mark Twain
Copyright Ontuitive 2012
24. Polling Question:
How does adding Performance Support
change the classroom? (Pick all that apply)
• Makes it shorter
• Lets it concentrate on critical skills
• Allows the content to be more scenario
focused
• Increases critical thinking skills
• Frees the instructor to do more
facilitation than lecture
Copyright Ontuitive 2012
25. The 5 FUNDAMENTAL PS Principles
5. Integrated with formal learning
Embedded
Performance Support
Instructor Aided Learning
Solution
Self-Directed Learning
Performance
Support
Materials
Informal
Learning
Peers
Instructional Time
Copyright Ontuitive 2012
26. A Checklist
for Building a Performance Support Solution
Pick a Project “Don’t Boil the Ocean!!” – IT is the best place to start!
Choose
that facilitates the design of scalable PS.
Software
Proof the
to show what it can be and do. Seeing is believing!!!
Concept
Get a Budget so you can see it through. Commitment follows dollars.
Check your
to optimize development of true blended learning.
Methodology
Copyright Ontuitive 2012
27. "Behold the turtle. He makes
progress only when he sticks his
neck out."
James Bryant Conant
Standing Still is NOT an Option
“Change is difficult. It's hard, and people avoid it
when we can, but change eventually happens
when the consequences of standing still look
worse than the consequences of taking a chance
on change… It's time for all of us to change –
standing still is not an option, and we can only
imagine the disruptions ahead.”
Copyright Ontuitive 2012
Copyright Ontuitive 2012 ~Denis Pombriant
28.
29. Thank you for participating AND please join
me in the journey!!
b.mosher@ontuitive.com
Twitter: @bmosh
Copyright Ontuitive 2012
