This document summarizes a webinar about the benefits of mobile performance support (mSupport) over mobile learning (mLearning). Some key points: - The global workforce is increasingly mobile, with more people using smartphones, tablets, and other portable devices for work. mSupport can provide just-in-time help to users on any device. - mSupport delivers quick business benefits by helping users complete tasks, unlike mLearning which focuses on learning outcomes not tied to impacts. mSupport addresses the real "moments of need" that users experience. - Examples are shown of effective mSupport solutions used by organizations. Polls are also presented about attendees' current use of and barriers to adopting mSupport.

1. ©Ontuitive 2013 #PerformanceSupport
The Power of Mobile
Support
Bob Mosher, Chief Learning Evangelist
Conrad Gottfredson, Chief Learning Strategist
#PerformanceSupport
b.mosher@ontuitive.com
@bmosh
c.gottfredson@ontuitive.com
@congott

2. ©Ontuitive 2013 #PerformanceSupport
It’s a Mobile World: Mobile Support v. Mobile Learning
Mobile is here: Where is your organization?
Pre-webinar poll results
Live polls
The benefits of mSupport – why you need it!
Today’s agenda
2

3. ©Ontuitive 2013 #PerformanceSupport
It’s a Mobile World: Mobile Support v. Mobile Learning
Today’s agenda
3

4. ©Ontuitive 2013 #PerformanceSupport
Which of these are “mobile”?
4

5. ©Ontuitive 2013 #PerformanceSupport
1/3
It’s a mobile world
5
of the global workforce are
“anytime, anywhere information
workers”
In the next two years….
the number of PC devices will drop (14%)
the number of mobile phones will grow from 1.9 billion to 2.1
billion
tablets in the workplace will more than double

6. ©Ontuitive 2013 #PerformanceSupport
Where’s the play for mobile across the scope of
this work?
6
T I M E T O C O M P E T E N C Y
Concept &
Task Mastery
On-the-Job
Competency
T R A I N T R A N S F E R
S U S T A I N
Continuous
Improvement
Performance Support (PS) Infrastructure
S U S T A I N
CONTINUOUS IMPROVEMENT
IS ENABLED BY PERFORMANCE SUPPORT

7. ©Ontuitive 2013 #PerformanceSupport
Mobile Performance Support
(mSupport) = rising star
7

8. ©Ontuitive 2013 #PerformanceSupport
mLearning
mLearning v. mSupport
The Five Moments of Need
8
Learn New and Learn
More=
mSupport Moments of Apply,
Change, and Solve=

9. ©Ontuitive 2013 #PerformanceSupport
Here’s one way to sort it out
9
Capability
Portability
These are vehicles for delivering:
On-the-go instant access to just
what a person needs in the form
needed to meet the five
moments of learning need.
• Gain and maintain Attention
• Deliver Content
• Provide Meaningful Examples
• Model Skills
• Provide Appropriate Practice
• Guided
• Unguided
• Integrate Review
• Give Meaningful Feedback
• Check for Mastery and Remediate

10. ©Ontuitive 2013 #PerformanceSupport
The case for mSupport
10
It’s difficult to tie learning outcomes (mobile or not) to real business
impact.
This isn’t the case with mSupport.
mSupport delivers business benefit in a fraction of the time it takes
to do the same with mLearning.
Learning Performance
Support
Business
Impact
Financial/
Strategic Benefit

11. ©Ontuitive 2013 #PerformanceSupport
mSupport Examples:
11

12. ©Ontuitive 2013 #PerformanceSupport
mSupport Examples:
12

13. ©Ontuitive 2013 #PerformanceSupport
It’s a Mobile World: Mobile Support v. Mobile Learning
Mobile is here: Where is your organization?
Pre-webinar poll results
Live polls
Today’s agenda
13

14. ©Ontuitive 2013 #PerformanceSupport
Live Poll:
14

15. ©Ontuitive 2013 #PerformanceSupport
Pre-Webinar Poll Results
15

16. ©Ontuitive 2013 #PerformanceSupport
Live Chat
16
What’s stopping you from
implementing mSupport?

17. ©Ontuitive 2013 #PerformanceSupport
It’s a Mobile World: Mobile Support v. Mobile Learning
Mobile is here: Where is your organization?
Pre-webinar poll results
Live polls
The benefits of mSupport – why you need it!
Today’s agenda
17

18. ©Ontuitive 2013 #PerformanceSupport
The benefits of mSupport
18

19. ©Ontuitive® 2013 #PerformanceSupport
2013 monthly webinar series
June: How are you doing? A PS Self-evaluation
July: Agile Development
August: Competencies for L&D & performance
September: Technology Needed to Author & Deliver PS
October: People-Centered Computing
November: Kill Search
December: IT – Love Them!
Save the Date: Performance Support Symposium
September 9th & 10th
Boston, MA

20. ©Ontuitive® 2013 #PerformanceSupport 20
Thanks!
Next Steps & Resources
Become a member of our Performance Support Community – if you already are – invite a
friend or colleague! Email us at bobandcon@ontuitive.com for an invite!
In the community you can:
• Discuss the current and future states of performance support in your organization
• 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
Contact Us:
bobandcon@ontuitive.com
@bmosh
@congott