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©Ontuitive 2013 #PerformanceSupport
“Smart” Performance
Support
Bob Mosher, Chief Learning Evangelist
Conrad Gottfredson, Chief Learning Strategist
#PerformanceSupport
b.mosher@ontuitive.com
@bmosh
c.gottfredson@ontuitive.com
@congott
©Ontuitive 2013 #PerformanceSupport
The current and future state of PS
New trends & approaches in technology & design enabling PS to proactively guide learners to
optimum performance
How are you assessing the learning needs of your employees?
Pre-webinar poll results
Live polls
The benefits of “smart” PS – why you need it!
Today’s agenda
2
©Ontuitive 2013 #PerformanceSupport
The current and future state of PS
New trends & approaches in technology & design enabling PS to proactively guide learners to
optimum performance
Today’s agenda
3
©Ontuitive 2013 #PerformanceSupport
Performance Support Up to Now
Many of the current efforts in Performance Support require the performer to
own and initiate almost all of the interaction. Outputs have been limited to
scattered and targeted information. Maintenance has been primarily owned
by L&D.
V.
Performance Support GOING FORWARD = “Smart”
Observes the performer’s behavior, generalize to best practices, and adapts
to individualized needs. Outputs are Deeply and Broadly “Embedded” in the
workflow with “Contextually” smart access with “Just Enough” information at
the step level. Maintenance is owned by all stakeholders.
“Smart” performance support
4
©Ontuitive 2013 #PerformanceSupport
Performance Support GOING FORWARD = “Smart”
Embedded
Deeply in the workflow
and readily available at
the moment of apply
Within Mobile
Technologies
Within Software
Applications)
Across Software
Applications
At the Desktop
©Ontuitive 2013 #PerformanceSupport
Contextual
according to specific roles and
varying access needs
By timeline By Line of
Business
By Technology
Performance Support GOING FORWARD = “Smart”
©Ontuitive 2013 #PerformanceSupport
Content
Repositori
es
Just Enough
in the form needed to
effectively perform
inside the business
process
Performance Support GOING FORWARD = “Smart”
The PS Spectrum
It gets “smart” at 4…
Scattered
Information Support
Targeted
Information Support
Targeted
Performance Support
Smart
Performance Support
Automated
Performance Support
1. Low 3. Tangible 5. Transformational2. Marginal 4. Significant
• Shallow
• Haphazard access
• Flat
• Narrow
• Restricted access
• Limited
• Deep
• Rapid Access
• Task-Based
• Deep and Broad
• Smart Access
• Step-Based
• Deeper
• Automated
Access
• Step-Based
Embedded
Context
Just Enough
This is “smart” PS
Level Four: Significant
1. Low 3. Tangible 5. Transformational2. Marginal 4. Significant
Automated
Performance Support  Deeper
 Automated Access
 Step-Based Support
Nested within an application
and a business process
Automatically adjusts to context
Driven by business rules
EMBEDDED
CONTEXTUAL
JUST ENOUGH
This is “smarter” PS
Level Five: Transformational
1. Low 3. Tangible 5. Transformational2. Marginal 4. Significant
Smart
Performance Support  Deep and Broad
 Smart Access
 Step-Based Support
Integrated across applications and the
broader business
Observes and evolves
Driven by business rules and behavior
EMBEDDED
CONTEXTUAL
JUST ENOUGH
The future of PS
You know how…
• Netflix suggests videos to watch;
• TiVo records programs on its own, just in case we’re
interested;
• Pandora builds personalized music streams by predicting what
we’ll want to listen to; and,
• Amazon goes so far as to have ALL of these tailored-to-me
categories:
• More items to consider
• Related to items you’ve viewed
• Inspired by your browsing history
• Additional items to explore
• New for you
• What other customers are looking at now
©Ontuitive 2013 #PerformanceSupport
How is this going to change
what we do now?
12
©Ontuitive 2013 #PerformanceSupport
The current and future state of PS
New trends & approaches in technology & design enabling PS to proactively guide learners to
optimum performance
How are you assessing the learning needs of your employees?
Pre-webinar poll results
Live polls
Today’s agenda
13
©Ontuitive 2013 #PerformanceSupport
Live poll
14
How are you currently assessing the learning needs of your employees?
©Ontuitive 2013 #PerformanceSupport
How are you currently assessing the learning needs of your employees?
Pre-webinar poll results
15
How effective are these approaches in getting us what we need to
design “smart” Performance Support?
©Ontuitive 2013 #PerformanceSupport
The PS Spectrum: Embedded
Where is your organization?
Within Mobile
TechnologiesWithin Software
Applications)
Across Software
Applications
At the Desktop
©Ontuitive 2013 #PerformanceSupport
The PS Spectrum: Contextual
Where is your organization?
©Ontuitive 2013 #PerformanceSupport
The PS Spectrum: Just Enough
Where is your organization?
©Ontuitive 2013 #PerformanceSupport
The current and future state of PS
New trends & approaches in technology & design enabling PS to proactively guide learners to
optimum performance
How are you assessing the learning needs of your employees?
Pre-webinar poll results
Live polls
The benefits of “smart” PS – why you need it!
Today’s agenda
19
©Ontuitive 2013 #PerformanceSupport
The benefits of “smart” PS
Why your organization needs to get “smart!
20
©Ontuitive® 2013 #PerformanceSupport
2013 monthly webinar series
May: The Power of Mobile Support
June: How are you doing? Self-evaluation
July: Agile Development
August: Competencies for L&D & performance
September: Technology Needed to Author & Deliver PS
October: People-Centered Computing
November: Kill Search
December: IT – Love Them!
Save the Date: Performance Support Symposium
September 9th & 10th
Boston, MA
©Ontuitive® 2013 #PerformanceSupport 22
Thanks!
Next Steps & Resources
Become a member of our Performance Support Community – if you already are – invite a
friend or colleague! Email us at bobandcon@ontuitive.com for an invite!
In the community you can:
• Discuss the current and future states of performance support in your organization
• 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
Contact Us:
bobandcon@ontuitive.com
@bmosh
@congott

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Webinar: "Smart" Performance Support

  • 1. ©Ontuitive 2013 #PerformanceSupport “Smart” Performance Support Bob Mosher, Chief Learning Evangelist Conrad Gottfredson, Chief Learning Strategist #PerformanceSupport b.mosher@ontuitive.com @bmosh c.gottfredson@ontuitive.com @congott
  • 2. ©Ontuitive 2013 #PerformanceSupport The current and future state of PS New trends & approaches in technology & design enabling PS to proactively guide learners to optimum performance How are you assessing the learning needs of your employees? Pre-webinar poll results Live polls The benefits of “smart” PS – why you need it! Today’s agenda 2
  • 3. ©Ontuitive 2013 #PerformanceSupport The current and future state of PS New trends & approaches in technology & design enabling PS to proactively guide learners to optimum performance Today’s agenda 3
  • 4. ©Ontuitive 2013 #PerformanceSupport Performance Support Up to Now Many of the current efforts in Performance Support require the performer to own and initiate almost all of the interaction. Outputs have been limited to scattered and targeted information. Maintenance has been primarily owned by L&D. V. Performance Support GOING FORWARD = “Smart” Observes the performer’s behavior, generalize to best practices, and adapts to individualized needs. Outputs are Deeply and Broadly “Embedded” in the workflow with “Contextually” smart access with “Just Enough” information at the step level. Maintenance is owned by all stakeholders. “Smart” performance support 4
  • 5. ©Ontuitive 2013 #PerformanceSupport Performance Support GOING FORWARD = “Smart” Embedded Deeply in the workflow and readily available at the moment of apply Within Mobile Technologies Within Software Applications) Across Software Applications At the Desktop
  • 6. ©Ontuitive 2013 #PerformanceSupport Contextual according to specific roles and varying access needs By timeline By Line of Business By Technology Performance Support GOING FORWARD = “Smart”
  • 7. ©Ontuitive 2013 #PerformanceSupport Content Repositori es Just Enough in the form needed to effectively perform inside the business process Performance Support GOING FORWARD = “Smart”
  • 8. The PS Spectrum It gets “smart” at 4… Scattered Information Support Targeted Information Support Targeted Performance Support Smart Performance Support Automated Performance Support 1. Low 3. Tangible 5. Transformational2. Marginal 4. Significant • Shallow • Haphazard access • Flat • Narrow • Restricted access • Limited • Deep • Rapid Access • Task-Based • Deep and Broad • Smart Access • Step-Based • Deeper • Automated Access • Step-Based Embedded Context Just Enough
  • 9. This is “smart” PS Level Four: Significant 1. Low 3. Tangible 5. Transformational2. Marginal 4. Significant Automated Performance Support  Deeper  Automated Access  Step-Based Support Nested within an application and a business process Automatically adjusts to context Driven by business rules EMBEDDED CONTEXTUAL JUST ENOUGH
  • 10. This is “smarter” PS Level Five: Transformational 1. Low 3. Tangible 5. Transformational2. Marginal 4. Significant Smart Performance Support  Deep and Broad  Smart Access  Step-Based Support Integrated across applications and the broader business Observes and evolves Driven by business rules and behavior EMBEDDED CONTEXTUAL JUST ENOUGH
  • 11. The future of PS You know how… • Netflix suggests videos to watch; • TiVo records programs on its own, just in case we’re interested; • Pandora builds personalized music streams by predicting what we’ll want to listen to; and, • Amazon goes so far as to have ALL of these tailored-to-me categories: • More items to consider • Related to items you’ve viewed • Inspired by your browsing history • Additional items to explore • New for you • What other customers are looking at now
  • 12. ©Ontuitive 2013 #PerformanceSupport How is this going to change what we do now? 12
  • 13. ©Ontuitive 2013 #PerformanceSupport The current and future state of PS New trends & approaches in technology & design enabling PS to proactively guide learners to optimum performance How are you assessing the learning needs of your employees? Pre-webinar poll results Live polls Today’s agenda 13
  • 14. ©Ontuitive 2013 #PerformanceSupport Live poll 14 How are you currently assessing the learning needs of your employees?
  • 15. ©Ontuitive 2013 #PerformanceSupport How are you currently assessing the learning needs of your employees? Pre-webinar poll results 15 How effective are these approaches in getting us what we need to design “smart” Performance Support?
  • 16. ©Ontuitive 2013 #PerformanceSupport The PS Spectrum: Embedded Where is your organization? Within Mobile TechnologiesWithin Software Applications) Across Software Applications At the Desktop
  • 17. ©Ontuitive 2013 #PerformanceSupport The PS Spectrum: Contextual Where is your organization?
  • 18. ©Ontuitive 2013 #PerformanceSupport The PS Spectrum: Just Enough Where is your organization?
  • 19. ©Ontuitive 2013 #PerformanceSupport The current and future state of PS New trends & approaches in technology & design enabling PS to proactively guide learners to optimum performance How are you assessing the learning needs of your employees? Pre-webinar poll results Live polls The benefits of “smart” PS – why you need it! Today’s agenda 19
  • 20. ©Ontuitive 2013 #PerformanceSupport The benefits of “smart” PS Why your organization needs to get “smart! 20
  • 21. ©Ontuitive® 2013 #PerformanceSupport 2013 monthly webinar series May: The Power of Mobile Support June: How are you doing? Self-evaluation July: Agile Development August: Competencies for L&D & performance September: Technology Needed to Author & Deliver PS October: People-Centered Computing November: Kill Search December: IT – Love Them! Save the Date: Performance Support Symposium September 9th & 10th Boston, MA
  • 22. ©Ontuitive® 2013 #PerformanceSupport 22 Thanks! Next Steps & Resources Become a member of our Performance Support Community – if you already are – invite a friend or colleague! Email us at bobandcon@ontuitive.com for an invite! In the community you can: • Discuss the current and future states of performance support in your organization • 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 Contact Us: bobandcon@ontuitive.com @bmosh @congott

Editor's Notes

  1. This summary show how performance support evolves across the Spectrum.<click>
  2. The benefits grow exponentially with true automated performance support. At this level, support is nested even more deeply into the applications used within a business process.  Support automatically adjusts based on the actual step the worker is on. It also is driven by business rules to ensure that the user not only can perform the task within the software, but can do so with the expected output that the business needs. Integrating business rules into the performance support logic, which then watches the workers and uses the rules to make recommendations based on their actions, helps users perform effectively with a minimum amount of waste, expense, or unnecessary effort. It delivers significant business impact to the organization.
  3. “Smart” performance support delivers Transformational business impact to organizations. It integrates all the power of “Targeted Performance Support” and “Automated Performance Support” and makes it available as people move through the broader workflow process. When a performer moves from application to the workflow, to a different application, and then back to the first application, the PS solution tracks where they are and provides what they need.  It also learns and gets smarter based on the performance patterns of others. It's very similar in the way that companies such as Amazon use data to learn from buying patterns in order to recommend new things. The capacity to support performance across applications in a broader workflow process is in place today.  However, the ability for a PS solution to learn and adapt is still in its early stages. Stay tuned, though.  PS is getting smarter.  
  4. “Smart” performance support delivers Transformational business impact to organizations. It integrates all the power of “Targeted Performance Support” and “Automated Performance Support” and makes it available as people move through the broader workflow process. When a performer moves from application to the workflow, to a different application, and then back to the first application, the PS solution tracks where they are and provides what they need.  It also learns and gets smarter based on the performance patterns of others. It's very similar in the way that companies such as Amazon use data to learn from buying patterns in order to recommend new things. The capacity to support performance across applications in a broader workflow process is in place today.  However, the ability for a PS solution to learn and adapt is still in its early stages. Stay tuned, though.  PS is getting smarter.  
  5. Based on 137 respondentsMany of the “other” respondents were “we assess their needs”
  6. Based on 137 respondentsMany of the “other” respondents were “we assess their needs”
  7. The reason why this matters so much is that the business benefit derived at each stages goes up exponentially<click>Just think about the productivity improvements as PS gets goes from information to easy-to-follow, step-by-step support, and then gets more embedded and smarter. Productivity leaps ahead.<click>The same is true for support costs. The more “convenient” and the smarter PS gets, the better it does solving the users problem without calling the help desk.<click>With rapid access to support employees are much more likely to follow processes rather than veering off-course<click>And with good performance support training time can be significantly reduced because you don’t need to teach everything people need to know, you just need to show them where to find answers.
  8. The reason why this matters so much is that the business benefit derived at each stages goes up exponentially<click>Just think about the productivity improvements as PS gets goes from information to easy-to-follow, step-by-step support, and then gets more embedded and smarter. Productivity leaps ahead.<click>The same is true for support costs. The more “convenient” and the smarter PS gets, the better it does solving the users problem without calling the help desk.<click>With rapid access to support employees are much more likely to follow processes rather than veering off-course<click>And with good performance support training time can be significantly reduced because you don’t need to teach everything people need to know, you just need to show them where to find answers.
  9. The reason why this matters so much is that the business benefit derived at each stages goes up exponentially<click>Just think about the productivity improvements as PS gets goes from information to easy-to-follow, step-by-step support, and then gets more embedded and smarter. Productivity leaps ahead.<click>The same is true for support costs. The more “convenient” and the smarter PS gets, the better it does solving the users problem without calling the help desk.<click>With rapid access to support employees are much more likely to follow processes rather than veering off-course<click>And with good performance support training time can be significantly reduced because you don’t need to teach everything people need to know, you just need to show them where to find answers.