PerformerSupport

“Performance support is providing intuitive, tailored aid to a person at his or her moment of need to ensure the most effective performance.” source: []

eLearning invented J.I.T. "just in time”, “anytime, anywhere”, We equated availability with relevance. But J.I.T. doesn’t equate with relevance, because it’s often not targeted. Trainers focus on training and processes not result. We should be more concerned about what the learners DO once they leave your training program and not how they do on the exam. realocation of assets that are building WAY too much training and not enough PS Once you build more PS, you can have less training! gaining the knowledge || Competency application & maintenance of knowledge || > **Planners (before)** – reference guides, CoPs (wikis, blogs), e-learning > **Sidekicks (during – in the moment of the problem)** – job aids, context sensitive help, faq’s, coach/mentor, helpdesk, CoP’s (twitter) > **QuickChecks (after – to get better)** – checklists, assessment tools, feedback loop || 2. When wanting to learn more || 3. When trying to remember and/or apply 4. When things change 5. When something goes wrong within the context of the problem, it’s no longer about the training binder //(it’s more about the yellow sticky note!)// || e.g.: **Leadership Competency Model Wheel** employee’s review meeting - before bad things happen or after bad things happened and how to improve performance for next time, never during meeting || 48 hours after the training event, we’ve retained about 33% of it || helps you remember and decode what you learned. || user needs to be able to contribute to updates || Why should I train stuff that they can look up? I need to tell them that it’s there to look up. Teach the performance support tool. ||
 * || Formal Learning || Informal Learning (Performance support) ||
 * Goal || Mastery
 * Measurement || * knowledge gain
 * demonstrable skills
 * certification
 * compliance || * productivity gain
 * transferred skills – completion of job tasks
 * time to proficiency
 * lower support costs
 * increased user adoption
 * optimized business processes
 * customer/loyalty/morale/retention ||
 * Tools ||  || * searchable docs
 * wikis
 * help desk
 * Job aids
 * CoPs (wikis, blogs, forums)
 * learning portal
 * reference materials….
 * FAQs
 * Help Desk
 * SIMS
 * Pod casts
 * coaching
 * ereference
 * webinars
 * recorded webinars
 * instant messaging
 * From Allison’s book: there’s **before**, **during**, and **after** the moment of need.
 * **The Five Moments of Need:**
 * Blended learning is all five of these things!** || 1. When learning for the first time
 * || training ends at the event, how does it help to perform on job? || performance improvement comes in the before and after
 * Problem || encode knowledge, but forget soon
 * requirments ||  || easy to program and maintain, easy to access and use, e.g.: html
 * sytematic design ||  || Supports the **entire learning process**

Podcast Bob Mosher on mobile performance support the rapid rise of mobile has brought performance support to the tipping point the important distinction between performance support and informal learning mSupport


 * Blended learning**of the 5 moments of need. Making the journey from knowing to applying.

First architect for support and tools, then the training.
 * Designing PS:**


 * Choose a project**

stakeholder = someone who’s affected by the outcome (not the learner) internal and external/1st tier (high impact), 2nd tier (moderate impact) front line managers are key The #1 killer of perf support is frontline managers
 * 1. Identify and rate stakeholders**

interview several learners and ask “to do your job every day, what do you use? don't rate the assets what’s the asset, who’s the stakeholder, what’s the maintenance? The #2 killer of performance support is **old data.**
 * 2. Identify and rate existing learning assets**

identify the tasks a performer must complete in order to complete specific **work-flow processes** To design for the 5 moments of need, we need to design for processes, steps, concepts (too often we just get steps) don't think about tool/task, think in terms of the behavior
 * 3. Rapid Task Analysis (RTA) TM** (Conrad Gottfredson)

Identify which tasks apply to whom Rate the tasks and the concepts on a scale of 5 (very critical) down to 1 (not critical) The 5s get training and performance support, the 1s get performance support only.
 * 4. Audience and Critical Skills Analysis**


 * 5. Conduct Deliverable Analysis**
 * **paper** (pro: portability)
 * **human** (pro: adaptability, con: inconsistent)
 * **audio** (pro: portability, access to experts and mass producing SMEs, con: maintenance)
 * **video** – which includes animation and simulations (pro: can take you places nothing else can!, con: maintenance)
 * **computer** (pro: accessibility, maintenance; con: overdesign

Need to give guidance, order, ranking, substance – to the list of assets we give our learners. We can’t just give them a list of stuff! You don’t want the objectives! You just want the steps. If the steps are not enough, go to deeper details, if that’s not enough then go to practice/demos, if that’s not enough go to other resources (elearning).
 * Planners, Sidekicks and Quick Checks**
 * Before**: Planners – reference guides, CoP’s, Wiki, blogs, e-Learning
 * During**: Sidekicks – job aids, context sensitive help, FAQ’s, coach/mentor, helpdesk, CoP’s – Twitter
 * After**: Quick Checks – checklists, assessment tools, feedback loop
 * Brokers:** Environments that help make performance support more consumable. The LMS of performance support.

media type="custom" key="11107642"