How Does Performance Support Change a Learning Organization

Learning 2012 Webinar Series:
“How PS Changes a Learning Organization"
Dr. Conrad Gottfredson Bob Mosher
Chief Learning Strategist Chief Learning &Strategy Evangelist
Ontuitive, US Ontuitive, US
c.gottfredson@ontuitive.com b.mosher@ontuitive.com

Copyright Conrad Gottfredson, Bob Mosher 2012

 How PS Changes a Learning Organization – TODAY!!
(Recorded!!)
 Success Stories: Examples from those who are making it
WORD! – Feb. 29th, 1-2 PM EST
 Picking the RIGHT first Project – Mar, 2012
 MSupport: The REAL Mobile Learning – Apr, 2012
 Measuring the Business Impact of Performance Support –
May, 2012
 Multi Channel Publishing/ Single Source Authoring:
Authoring Once Outputting to Many – June, 2012
 Is the ADDIE model dead when designing Performance
Support – Sept,2012
2

EPSS 1.0
2.0

Embedded Performer Support Solution

3

 An “Embedded Performer Support
Solution” provides intuitive, tailored aid to a
person at his or her moment of need to
ensure the most effective performance.”

4

Aligned to deliver ROI and specific business benefit

Embedded in the workflow and readily available at the moment of apply.

According to specific roles and varying access needs (role and
Contextual
circumstance)
Only what’s needed in the form needed to effectively perform
Just enough
inside the business process
with formal learning to compliment and extend current learning
Integrated
investments

Trusted and current in every place.

Scalable to all audiences and for the lifecycle of the outcome
5

 Which of the following roles can be found in
your learning organization?
 CLO – Chief Learning Officer
 Training Manager
 Trainers
 Instructional Designers
 E-Learning Developers
 Other


 How do you feel these roles change or are
impacted by the introducing EPSS into your
training offerings?
 CLO – Chief Learning Officer
 Training Manager
 Trainers
 Instructional Designers
 E-Learning Developers
 Other


 Instructional Design approach and EPSS
Engagement Methodology
 Classroom and the Trainer’s Role
 Instructional Designer’s Role


EPSS Project Engagement Model
1. Analyze Organizational Impact (Performance Gap Analysis, Business value
Initiate the project alignment, change impact Analysis)
2. Initiate the project plan (change leadership/management
planning, stakeholder/governance analysis, )

1. Map the workflow (Rapid Task Analysis, Audience Analysis, Process Analysis)
Scope and proof the 2. Define the Pyramid (Learning & Reference Asset Analysis)
3. Determine key contexts (Access analysis)
Project
4. Establish a LEaP Blueprint (CSA,5 decisions, Deliverables Analysis)
5. Proof the Project (Incorporate fundamental principles of PS Design)

1. Set a detailed project plan
Produce the 2. Prototype and Assess
Solution 3. Author collaboratively within structure
4. Conduct milestone checks

1. Rollout the Solution (following the change management plan)
Implement the 2. Train to independence (Ramp-up/Ramp-down)
Solution

Measure & Optimize 1. Monitor with metrics
2. CroudSource for maintenance and enrichment
the Solution

Process
Identified through
Steps
(quick/
Rapid Task
detailed) Analysis (RTA)
Concepts

Brokering these Reference Resources
(Documents, Policies, Job
Learning assets need Aids, FAQs, Tools, Data, Ca
to be identified & tegory Search.)
Learning Resources
brokered (Simulations, Learning
Bursts, eLearning Topics, Quick
appropriately based Checks)
on the task they are Human Resources
supporting (Wikis, Blogs, Chat, Social Networks)


 What is its “new” role in the
Classroom when considering a
“5 Moments of Need” approach and
adding PS to your offerings?

13

 They have to believe that the “support ecosystem” works!
(tools and culture)
 Expectation setting Before and EARLY in class
 Emails and Prework
 Scripted setup as part of orientation to class
 Provide a Support Framework in class that’s is posted, taught
and modeled in class
 Post Pyramid/framework – (steps, deeper reference, Related
Resources, Peers/TL)
 Teach effective coaching skills (Post this)
 Activities support the model moving from guided to unguided
 Support Materials that match the need/context
 Cognitive Apprenticeship
 Effective guiding questions
 Rampup and Rampdown methodology
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Instructor Aided Learning

Self-Directed Learning
EPSS
Informal
Deliverables Learning

Support
Material
Peers

Instructional Time

What are the “ideal”
characteristics of a PS
Developer/Designer?


 A Strong ID Background
 An Open Mind – They need to demonstrate that they can look at
design differently.
 A Technology Background - specifically around XML. We use XML
a lot in our PS software because of the design issues, resuse, and
maintenance involved in PS work - as well as multiple
modality/output issues
 Consulting/Communication Skills - PS is new for many so they
will have to play a coaching and consulting role with your
customer as they educate and guide them through this new
discipline.
 Strong Project Management Skills - Since they will be working
with more stakeholders then these ID"s are typically used to
because of the reuse issue and implementation AFTER the
training, being a good PM is key.


Learning Experience and
Instructional Design Performance (LEaP) Design

The systematic design of learning The systematic design of learning
events experiences that may include multiple
learning events and the support
infrastructure to sustain effective
performance
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Before the Event During the Event After the Event

Prepare for Support
eLearning transfer
(or bypass)
learning during & Coaching
Blogs events after lrng
events
Perf
Prescriptive
Support
Assmt Problem-Based Learning
Authentic job situations
Collaborative learning
Perf On the job resources
Support Vodcasts Performance-based assmt Team Activities
Performance Support

Reinforcement

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that’s a sure win and can prove the process – “Don’t Boil the
Pick a Project
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 to optimize development of true blended learning. The
Methodology pyramid’s the game changer.

Shift Ownership and governance to the lines of business.

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• Attend a “Team-based Virtual Workshop” on
Building Your Own Embedded Performance
Support Solution – Q2, 2012 – Email if interested
• Join the PS blog and contribute a comment
Send us an email and we’ll send you and invitation
• Follow-up with us regarding any specific project
help you may need


b.mosher@ontuitive.com
cgottfredson@ontuitive.com

 See you next month!
 Success Stories: Examples from those
who are making it WORK!
▪ Feb 29th, 1-2 PM EST

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How Does Performance Support Change a Learning Organization

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