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 What
is Performance Support?
Performance support is anything that helps workers
perform tasks. Training, documentation, and help desks are common
forms of performance support in the software industry, and Events
On Line has been developing materials for all three of these formats
for years. With the advent of new technologies and the Internet,
a different approach to performance support has arisen called electronic
performance support systems, or EPSS.
Electronic Performance Support Systems
EPSS uses personal computers to provide the information that workers
need to do specific tasks while they are on-the-job. Recent years
have seen an accelerating interest in EPSS as an alternative to
traditional training in technical environments. This approach is
becoming increasingly attractive because:
- Learning is far more effective when it takes place in the context
of work.
- Change in business is accelerating as business processes change
and the resulting job redesigns are becoming a regular part of
business life.
- The American work force is suffering from information overload.
The total volume of business information, said to be doubling
every two to three years, is growing exponentially.
Benefits of Electronic Performance Support
Systems (EPSS)
Teamed with the personal computer, performance support can:
- Reduce information overload by relying less on long-term memory
and more on-the-job support in the form of electronic tools that
help structure the work and integrate the necessary reference
materials.
- Provide on-the-job learning experiences. By making presentations
of key concepts available with frequently used software, electronic
performance support systems can create a seamless mix of learning
and performance.
- Increase organizational learning by providing a mechanism for
capturing and disseminating organizational knowledge. For example,
you can create a database of problems and the resulting solutions,
and use it to spread troubleshooting expertise throughout the
organization.
Examples of Electronic Performance Support
Developments in technology are making the shift toward electronic
performance support easier to implement. Examples of Events Online's
electronic performance support capabilities include:
- Searchable References combined with hypertext, provide
an easy-to-use approach for disseminating large volumes of cross-referenced
material. When combined with text retrieval capabilities such
as "key-word" searches, these references, or "knowledge
bases," become particularly powerful. The Internet allows
us to easily disseminate this information to a geographically
diverse workforce.
- Case Studies Databases offer a searchable database of
case studies or examples of problems and their associated solutions.
This enables users to match a current problem with a previous
example. The benefit is that past history and the accumulated
expertise of others in an organization can be preserved and retrieved
to help solve problems as they arise.
- Cue Cards can be evoked by users on their computers to
provide guidance on how to complete tasks.
- Demonstrations can walk users through a process or task,
and broaden their understanding of underlying concepts.
- Checklists that identify task completion criteria help
assure quality by giving users a self-administered, online evaluation
tool.
- Process Maps give users an overview of a process, and
identify where in that process they are working (i.e., "You
are here…").
- Practice Activities allow for structured practice in
a low-risk setting. These "Let Me Try" online activities
build skills and confidence.
Identifying Opportunities in Your Organization
How do you identify opportunities in your organization for an electronic
performance support system? Here are some things to look for:
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1.
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Performance Problem: Is there a performance problem in
your organization? Is there a gap between the best and worst job performers? Do
employees at different locations have different degrees of access to knowledge?
Are employees suffering from information overload? Are employee turnover or fast
changing job requirements resulting in inadequate performance levels? A "yes"
to any of these would indicate an opportunity for electronic performance support
to help improve performance. |
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2.
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Online Documentation: Are
you putting documentation online? If you are, consider restructuring
the documentation in the form of an electronic performance support
system. |
Contact Events Online today to find out how you can
add electronic performance support capabilities to your business.
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