Fingertip access to electronic performance support in 99 seconds or less
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This document discusses electronic performance support systems (EPSS) and how they can help address five moments of need that knowledge workers experience: when learning for the first time, wanting to learn more, trying to remember and apply knowledge, when things change, and when something goes wrong. It notes that people now only store 8-10% of job knowledge in their minds compared to 75% in 1986 due to information overload. EPSS aim to provide contextual, role-based support to help workers perform tasks and solve problems by keeping relevant information and guidance at their fingertips. The document contrasts EPSS with traditional training methods and illustrates how EPSS can help improve retention and job performance.
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Fingertip access to electronic performance support in 99 seconds or less
- 1. FINGERTIP ELECTRONIC PERFORMANCE SUPPORT SYSTEMS in 99-seconds or less …
- 2. Five Moments of Need When Learning for the First Time Acquisition of When Wanting to Learn More Knowledge Formal Instruction When Trying to Remember and/or Apply Application & When Things Change Maintenance of Knowledge When Something Goes Wrong Performance Support Dr. Conrad Gottfredson, BYU Bob Mosher
- 3. Addressing the Moment of Need TRAINING SUPPORT Content- Application based of (One size Knowledge fits all) “Do” Context/ Acquisition of Role-based Knowledge “Learn”
- 4. How Do You Know It’s Performance Support? A helper in life and work Repository for information, processes, and perspectives Inform and guide Planning and action
- 5. Information Overload What percentage of job knowledge do you store in your mind? 1986 1997 2006 75% 15-20% 8-10% Robert Kelley, Carnegie-Mellon University 20 Year Longitudinal Study of Knowledge Workers It is often useful not to know things because they are going to be out-of-date or incorrect in a short time. It is usually a better strategy not to learn them – and simply search and find the correct information when you need it Charles Jennings, Reuters
- 6. Retention and Performance Challenge The Performance Journey P 100% IMPACT of PERFORMANCE E R T E SUPPORT R 80% R T F A PERFORMANCE E O 60% I N R N T M 40% I CURRENT PERFORMANCE CHALLENGE I A N O N 20% G N C RECALL & APPLICATION E 0% 30 48 TIME 3 weeks Min. Hrs. Research Institute of America
- 7. Performance Support vs. Instruction YOU & YOUR WORK Performance Support KEEPS YOU AT WORK, MAKING YOU MORE PRODUCTIVE YOU AWAY FROM YOUR WORK Instruction
- 8. Find Information When You Need It IF you could remember EVERYTHING … … you wouldn’t need PERFORMANCE support.
- 9. References Job Aids & Performance Support, Allison Rossett & Lisa Schaffer Electronic Performance Support Systems, Gloria J. Gery Types of Electronic Performance Support Systems: Their Characteristics and Range of Designs, Deborah Alpert Sleight, 1993 Learning from EPSS, Roberta A. Rupel Single Sourcing: Building Modular Documentation, Kurt Ament Managing Enterprise Content: A Unified Content Strategy, Ann Rockley
- 10. Thank You Kelly Condron Learning Solutions Architect O/E Learning, Inc. kcondron@oe.com 1-248-816-5884 1-800-833-8204 ext. 5884
Editor's Notes
- So, how do we address the moments of need? Training starts broad and gets narrow. Support starts narrow--with the process or a task--and provides the exact steps that you need to complete that one task, right now.
- So, we send people to training to give them information, knowledge and skills, but they don’t always remember what they learned. However, when training is combined with performance support, retention and recall become a nonissue and performance soars.