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Webinar: The Performance Support Spectrum
- 1. The Performance Support Spectrum Bob Mosher Chief Learning Evangelist Conrad Gottfredson Chief Learning Strategist #PerformanceSupport bobandcon@ontuitive.com @bmosh @congott
- 2. Agenda The Performance Support Spectrum Where does your organization fit? How mature is your organization? Pre-webinar poll results Live poll Wrap-Up ©Ontuitive® 2013 #PerformanceSupport
- 3. Agenda The Performance Support Spectrum Where does your organization fit? ©Ontuitive® 2013 #PerformanceSupport
- 4. Effective performance support Ready in 2-Clicks & 10-Seconds in the workflow and readily available at Embedded the moment of apply according to specific roles and Contextual varying access needs Just in the form needed to effectively perform Enough inside the business process ©Ontuitive® 2013 #PerformanceSupport 4
- 5. Low: scattered Where does your organization fit? 1. Low Scattered EMBEDDED Information Support Shallow Scavenger-hunt CONTEXTUAL Haphazard Access Limited to random search JUST ENOUGH Flat No cascading levels of support ©Ontuitive® 2013 #PerformanceSupport
- 6. Marginal: targeted Information Support 1. Low 1. Low 2. Marginal 2. Marginal 3. Tangible 4. Significant 5. Transformational Targeted EMBEDDED Information Support Narrow Specialized and stands alone CONTEXTUAL Restricted Access Metadata search JUST ENOUGH Limited Information oriented not performance oriented ©Ontuitive® 2013 #PerformanceSupport
- 7. Tangible: targeted Performance Support 1. Low 2. Marginal 3. Tangible 4. Significant 5. Transformational CONTEXTUAL Targeted Rapid Access 2-clicks/10 second access Performance Support JUST ENOUGH Task based Cascading levels of support EMBEDDED Deep Nested within a business process ©Ontuitive® 2013 #PerformanceSupport
- 8. Significant: automated Where does your organization fit? 1. Low 2. Marginal 3. Tangible 4. Significant 5. Transformational CONTEXTUAL Automated Automated Access Automatically adjusts to context Performance Support JUST ENOUGH Step-based support Driven by business rules EMBEDDED Deeper Nested within an application and a business process ©Ontuitive® 2013 #PerformanceSupport
- 9. Automated performance support Orchestrated set of technology enabled services that provide on-demand access to integrated information, guidance, advice, assistance, training, and tools to enable high-level job performance with a minimum of support from other people.. ©Ontuitive® 2013 #PerformanceSupport
- 10. Transformational: smart Where does your organization fit? 1. Low 2. Marginal 3. Tangible 4. Significant 5. Transformational CONTEXTUAL Smart Smart Access Observes and evolves Performance Support JUST ENOUGH Step-based Driven by business rules and behavior EMBEDDED Deep and Broad Integrated across applications and the broader business ©Ontuitive® 2013 #PerformanceSupport
- 11. The PS spectrum Where does your organization fit? 1. Low 2. Marginal 3. Tangible 4. Significant 5. Transformational Scattered Targeted Targeted Automated Smart Information Support Information Support Performance Support Performance Support Performance Support • Reactive access • Reactive access • Unrestricted Access • Automated Access • Smart Access • Passive and Flat • Passive and Flat • Just-enough • Just-enough • Just-enough Task-based Step-based everywhere • Shallow • Shallow • Deep • Deeper • Deep and Broad ©Ontuitive® 2013 #PerformanceSupport
- 12. “Electronic Performance Support is an orchestrated set of technology enabled services that provide on- demand access to integrated information, guidance, advice, assistance, training, and tools to enable high- level job performance with a minimum of support from other people.” - Gloria Gery, Electronic Performance Support Systems, 1991 ©Ontuitive® 2013 #PerformanceSupport
- 13. The PS spectrum Business Benefit 1. Low 2. Marginal 3. Tangible 4. Significant 5. Transformational Scattered Targeted Targeted Automated Smart Information Support Information Support Performance Support Performance Support Performance Support Productivity Gain Low Low-Medium High High High+ Support Cost Savings Low Medium High High+ High+ Process Compliance No No Medium High High+ Training Cost Savings No Medium High High High+ ©Ontuitive® 2013 #PerformanceSupport 13
- 14. Agenda The Performance Support Spectrum Where does your organization fit? How mature is your organization? Live poll Pre-webinar poll results ©Ontuitive® 2013 #PerformanceSupport
- 15. Poll question Relative to your current overall Learning and Performance Support strategy, how well do you cover the following areas? • Strategic alignment with the lines of business’ goals • Well-defined performance support strategy • Support and buy-in from business leadership • Technology integration • Independent and dynamic learners ©Ontuitive® 2013 #PerformanceSupport
- 16. Pre-webinar poll results Relative to your current overall Learning and Performance Support strategy, how well do you cover the following areas? ©Ontuitive® 2013 #PerformanceSupport
- 17. Pre-webinar poll results Relative to your current overall Learning and Performance Support strategy, how well do you cover the following areas? Marginal Stable Complete/ Rating Transformational Average Strategic Alignment with the 12.1% 21.2% 40.9% 20.5% 5.3% 2.86 lines of business’ goals Well-defined Performance 27.0% 44.5% 20.4% 6.6% 1.5% 2.11 Support Strategy Support and buy-in from 13.3% 28.1% 34.4% 19.5% 4.7% 2.74 business leadership Technology Integration 23.3% 33.1% 24.8% 14.3% 4.5% 2.44 Independent and Dynamic 17.6% 38.2% 32.4% 10.3% 1.5% 2.40 Learners ©Ontuitive® 2013 #PerformanceSupport
- 18. Chat: What do you find most challenging about moving up the PS Spectrum/Maturity Model? What have you found to be ENBABLERS of moving up the Spectrum? ©Ontuitive® 2013 #PerformanceSupport
- 19. Agenda The Performance Support Spectrum Where does your organization fit? How mature is your organization? Pre-webinar poll results Live poll Wrap-Up ©Ontuitive® 2013 #PerformanceSupport
- 20. Reap the benefits of being “significant” Performance Support solutions correlate to improved performance: 86% daily use of PS solution 6-8% Increase in daily work productivity use ratio of performance support 80:1 vs traditional LMS eLearning approach ©Ontuitive® 2013 #PerformanceSupport 20
- 21. Reap the benefits of being “significant” Performance Support solutions correlate to improved performance: 15% year over year reduction in help desk calls Up to 70% reduction in instructor-led training adding PS reduces time to competency by half ©Ontuitive® 2013 #PerformanceSupport 21
- 22. 2013 monthly webinar series April: “Smart” Performance Support May: The Power of Mobile Support June: Agile Development July: How are you doing? Self-evaluation August: Competencies for L&D & performance September: Technology Needed to Author & Deliver PS October: People-Centered Computing November: Kill Search December: IT – Love Them! May 8-10: PS Lab & Seminar Hosted by The MASIE Center Saratoga Spring, NY ©Ontuitive® 2013 #PerformanceSupport 22
- 23. Thanks! Next Steps & Resources Become a member of our Performance Support Community – if you already are – invite a friend or colleague! In the community you can: • Discuss your organization’s place on the spectrum, and receive feedback on how to move forward • 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 Community Invite Link: http://performersupport.ning.com/?xgi=3bIevz1cS7jVN3 Contact Us: bobandcon@ontuitive.com @bmosh @congott ©Ontuitive® 2013 #PerformanceSupport 23
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- 143 People took the survey
- Can be any question – this one just came from the blog….
- Performance support bridges that gap between training and actual business impact by improving worker performance. And, measuring worker results closer to the actual point of performance will give us the data we need to help demonstrate ROI. Plus, gathering objective data can offset rumors and anecdotal discussions about the value of adding performance support, and training in general. We've been tracking the link between performance support and improved worker performance and have seen some striking data that shows performance support solutions really can improve worker performance and drive ROI.