What do you want to know?
- WHY. For which challenges does performance support have an answer?
- WHAT. What do we mean by performance support?
- HOW. How do companies use performance support successfully?
- RECAP. What must you definitely not forget?
Work processes are changing faster
Higher turnover of employees
Increase in multi-skilled employees
Anywhere, any time, any device. With the arrival of flexible work, smartphones and tablets, learning is possible always and everywhere and it’s offered mobile first more and more often.
Communities. Learning isn’t something you do alone. There is an increasing focus on setting up permanent structures in which knowledge is shared actively and continuously.
Wikis. Content is becoming a shared responsibility around a particular subject or theme. Experts like the fact that they can change and/or supplement information themselves.
Learning as a business case. To an increasing extent, the effect of learning solutions on business performance is being recorded and measured
We’re also embracing the 70:20:10 learning concept of Charles Jennings in large numbers. This includes three types of learning.
Learning from others
Learning by doing or experiencing
Employers and employees particularly like the informal or on-the-job learning by practising, imitating and continuous feedback. (And that’s also exactly what performance support does.)
‘An orchestrated set of services that provide on-demand access to integrated information, guidance, advice, assistance, training, and tools to enable high-level job performance with minimum support from other people.’
Gloria Grey, Electronic Performance Support Systems
‘A tool or resource, ranging from print to technology-supported, which provides just the right amount of task guidance, support, and productivity benefits to the user, precisely at the moment of need.’
Marc Rosenberg, International Society for Performance Improvement
‘A performance support system provides just-in-time, just enough […] help for users […] to enable optimum performance by those users when and where needed, thereby also enhancing the performance of the overall business.’
William Bezanson, former Nortel Networks executive
The essence of performance support is support in the right way and at the right time. In his theory about performance support, Bob Mosher describes five types of learning moments. For the first two, he advises formal learning, and for the last three, performance support. That’s how you sustain the performance.
When learning for the first time
When wanting to learn more
When trying to apply and/or remember
When something changes
When something goes wrong
When developing performance support, apply clear design principles at every moment and level of depth.
Which resource fits? Choose something familiar and comfortable. How do users experience the least inconvenience? What is a resource that is as embedded as possible? What do these people like? Which format costs as little time as possible?
The fact that you’ve developed a resource doesn’t automatically mean that it will actually be used. Also design the introduction while taking the novelty effect and the adoption curve into account. Also immediately configure a continuous process for maintenance and updates.
We regularly organise a TinQtable dealing with Performance support. We’ll meet business leaders, experts, HR and L&D specialists to share knowledge, cases and experiences. We ourselves also have a few interesting examples and insights.
Interested? Let us know!