Organizations increasingly recognise the value of performance support, but beyond the theory and the methodology, where are the examples of it in use? Join Bob Mosher, Chief Learning Evangelist with Ontuitive, as he walks us through a series of organizations that are putting performance support into action. See first-hand examples of the different ways organizations are supporting performance, and the resulting impact. This webinar will help you visualize implementing performance support in your organization, moving from a theoretical understanding to a solid grasp of how to make it work for you. ■Better understand the current state of Strategic PS ■Show the 5 stages of the Performance Support (PS) Spectrum ■Understand the design principles that help to create effective PS ■Discuss the technical specifications of today’s PS authoring software

1. Making a Success of
Performance Support
Strategies & Practices
for Learning in the Workflow
Bob Mosher
Chief Learning Evangelist
@bmosh
©Ontuitive® 2013

2. Today’s agenda
• Performance Support(PS): Why should we care & WHAT is it?
• The 5 Stages of the PS Spectrum
• How do you Design it EFFECTIVELY?
• Examples
• Technical Specifications of today’s PS authoring software
©Ontuitive® 2013 2

3. A Chat Question:
• What content/topic areas are you currently creating
Performance Support as part of your learning solutions?
• IT Training
• SoftSkills (Leadership, Talent Management)
• Sales Training
• Onboarding
• Other – Please add other areas
• Not really doing much Performance Support
right now. That’s why I’m on this Webinar
©Ontuitive® 2013 3

4. Today’s agenda
• Performance Support(PS): Why should we care & WHAT is it?
©Ontuitive® 2013 4

5. What are we getting?
100%
A Chat Question: Are these really
“Training” problems?
90%
76%
52%
32%
20%
0%
Effectiveness Forgetfulness Searching Failed Effective
Understanding Adoption
Fact: Only 32% ofspending 8.8 hours per week trainingwithin
Fact: Peopleof are executives think their companies’ effective levels
Workers users have of failed or learn in a classroom programs
Nearly 50% of companies are not achieving
76% forget 90% a what they sub-standard
are “extremely”of missioneffective” in preparing META Group groups to
understanding or “very -critical applications – employee
of adoption and usage rates.
searching for Hermann Ebbinghaus – 2012 Adoption Insights Survey
30 days – information IDC– McKinsey
drive business performance.
That’s 457 hours a year.
©Ontuitive® 2013 5

6. A definition
“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.
Add the keywords found in this definition in Chat
©Ontuitive® 2013

7. A definition
“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

8. Today’s agenda
• Performance Support(PS): Why should we care & WHAT is it?
• The 5 Stages of the PS Spectrum
©Ontuitive® 2013 8

9. 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 9

10. The Strategic PS Spectrum
Where does your organization fit?
Low 2 Transformational
4
1 5
Scattered
Information Support
Embedded  Shallow
Scavenger-hunt
Contextual  Haphazard Access
Limited to random search
Just Enough  Flat
no cascading levels of support
©Ontuitive® 2013 10

11. The Strategic PS Spectrum
Where does your organization fit?
Marginal
1 2
Targeted
Information Support Embedded  Narrow
Specialized and stands
alone
Contextual  Restricted Access
Metadata Search
Just Enough  Limited
Information oriented not
performance oriented
©Ontuitive® 2013 11

12. The Strategic PS Spectrum
Where does your organization fit?
2 Emerging 4
1 2 Tangible
3
3
Targeted Embedded  Deep
Performance Support
Nested within an application
Contextual  Rapid Access
2-clicks/10 second access
Just Enough  Task-based
Cascading levels of support
©Ontuitive® 2013 12

13. The Strategic PS Spectrum
Where does your organization fit?
2 Emerging Significant
1 4
2 3 3 4
Automated Embedded  Deeper
Performance Support
Nested within an application and
a business process
Contextual  Automated Access
Automatically adjusts to context
Just Enough  Step-based support
Driven by business rules
©Ontuitive® 2013 13

14. The Strategic PS Spectrum
Where does your organization fit?
1 2 3 Transformational
4
5
Smart
Performance Support Embedded  Deep and Broad
Integrated across applications and
the broader business
Contextual  Smart Access
Observes and evolves
Just Enough  Step-based
Driven by business rules and behavior
©Ontuitive® 2013 14

15. The Strategic PS Spectrum
Where does your organization fit?
Low Marginal Tangible Significant Transformational
1 2 3 4 5
Low Marginal Tangible Significant Transformational
Scattered Information Targeted Information Performance Support Automated Performance Smart Performance
Support Support Support Support
• Haphazard access • Restricted access • Rapid Access • Automated Access • Smart Access
• Flat • Limited • Task-based • Step-based • Step-based
• Shallow • Narrow • Deep • Deeper • Deep and Broad
©Ontuitive® 2013 15

16. Today’s agenda
• Performance Support(PS): Why should we care & WHAT is it?
• The 5 Stages of the PS Spectrum
• How do you Design it EFFECTIVELY?
©Ontuitive® 2013 16

17. Total learning and support framework
Components:
Training Objectives
Practice
Details
TEACH
Tasks
Moment of Need
Contexts
Training Objectives
Tasks
Practice
DO Details
Details
Practice
Tasks
Resources and Social Learning
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18. The 3 fundamental PS principles
Increasing Levels of Support
©Ontuitive® 2013

19. Today’s agenda
• Performance Support(PS): Why should we care & WHAT is it?
• The 5 Stages of the PS Spectrum
• How do you Design it EFFECTIVELY?
• Examples
©Ontuitive® 2013 19

20. Examples
©Ontuitive® 2013

21. Today’s agenda
• Performance Support(PS): Why should we care & WHAT is it?
• The 5 Stages of the PS Spectrum
• How do you Design it EFFECTIVELY?
• Examples
• Technical Specifications of today’s PS authoring software
©Ontuitive® 2013 21

22. PS technology infrastructure specifications
• Embed performance support into the workflow via the full range of needed
modalities published from a single source.
• Support performance from a single entry point via multiple contexts (e.g.,
job roles, workflow, location, timeline, etc.).
• Broker reference and learning assets from multiple locations to make them
contextually available to performers at the task level.
• Provide access to cascading levels of support within 2 clicks/10 seconds
across multiple contexts.
• Facilitate performer feedback and collaboration within EPSSs.
• Employ metadata for authoring reference-based performance support
solutions.
• Integrate business-rules into software application performance support.
• Contextually adapt as performers move across applications and the
workflow.
• Minimize IT involvement in the creation, integration, and maintenance of
performance support solutions embedded within software applications.
©Ontuitive® 2013

23. THANK YOU For your time and
participation!
Next Steps:
 Join the PS Community
 Subscribe to the Ready When You Are Blog
– www.ontuitive.com/blog
 Contact Us: b.mosher@ontuitive.com
©Ontuitive® 2013