In this brief presentation you will learn the value of performance support tools to help people do a better job. I collected this information from Bob Mosher.

1. Help When You Need it: Performance
Support Tools
By Vanessa Aller
Taken from LearningGuide Solutions Bob Mosher’s
Informal Learning Workshop
I know I read the
information I’m looking for
somewhere...where was
it?

2. Performance Support Tools
1. Learning
and
Knowledge
Retention
Have you ever gone over to your colleague’s workstation to
ask them about how to do something? We all have.
This eLearning is a brief learning on Performance Support
Tools: Information where and when you need it.
2. Training,
Performance
Tool and
Knowledge
Loss
3. Task
Analysis:
Determine who
needs what
Click here to begin

3. Learning and Knowledge Retention
In this first part, you will learn about how much information
can we retain and identify that learner’s needs vary.
Like a glass, you brain can only
contain a limited amount of
information at a time.
Any more information won’t stay
in.

4. Vanessa Aller
Knowledge and It’s
Retention
WM
LTM
SeeHear
Retrieve
Encode
In the eLearning “How to Use PPT
for Presentations, I mentioned the
rule 7 +/- 2 which is the number of
concepts the human mind can
remember.
This is important to determine the type and volume of content to
use in a training.
The definition of these “Concepts” vary from person to person.
Click next to get a specific example of what this is about.

5. There was a research done
about chess players and how
many moves they could
remember.
Knowledge and It’s Retention
For each of the groups of players the type of chess information
was different, but the number of content they could remember
in their own level of expertise was still 7 +/- 2.
Beginner Chess Player Advanced Chess Player
The beginners could only
remember 7 +/- 2 moves.
The more experts could
remember 7 +/- 2 games which
are a cluster of moves.

6. Knowledge and It’s Retention
Imagine you had to train those players. Knowing how they
view information and knowledge retention. Would you train
them the same way or differently?
This is why it is important to know who your audience is
because their content needs are different.
If you had to teach a beginner about multiple games, they
would only remember the first 7 moves of the 1st
game while
the advanced group would be able to master more games
because of they way they cluster chess concepts.
Information What to do with it
?
Customer
Service

7. Training, Performance Tool and
Knowledge Loss
In this second part, you will learn to:
1.List the 3 the types of training.
2.Explain the importance of
Performance Support Tools.
3.Define Performance Support Tools.
4.Describe the timeline of knowledge
loss.

8. The Training We Didn’t Know
We are more familiar with Formal Training which is the
one we usually receive during onboarding and Informal
Training which is the one where we ask a colleague about
a process or task. But we are missing a key part of informal
training: Performance Support.

9. In case of emergency...
What happened was an airplane was less that 3 min in the air
when birds hit it and caused the pilot to loose control of the
airplane.
The pilot was able to land the airplane safely in the Hudson River in
New York. He did it using a performance support tool.
We all know that we can be more efficient if we spend less time
looking for information on how to do our job.
Let me illustrate this with a story that
recently shocked the aviation
industry:
Airplane crash-lands into Hudson River; all aboard

10. If you don’t use it, you forget it
100%
60%
20%
0%
30
Min.
58%
33%
48
Hrs.
3 weeks
Performance Support
Strategy
We retain 100% of what we learn the day of the training. We remember only 58%
after 30 min, 33% after 48 hrs and 0% in 3 weeks if we don’t use the information.
Captain Sully had his training on emergency landing, but he didn’t do it every day.
When he assessed the situation, he reached under his chair to a job aid to help
him remember how to proceed. He had 2.5 min to save everyone. He did it with the
help of his performance support tool.

11. What is a Performance Support Tool?
“Performance Support is providing
intuitive, tailored aid to a person at his or her
moment of need to ensure the most effective
performance.”
The Fire Extinguisher: The user
doesn’t have to search for
instructions. They are right on
the label.

12. Rapid Task Analysis - RTA
RTA or Rapid Task Analysis is the method used to
determine not just the task needed to perform a job but who
does what in the process and to what level of detail do they
need to know information:
In this third part of this eLearning you will learn:
- How to determine training needs
- How to determine the type of training/training materials
needed.
...about the types
of paint and
brushes needed ...
Oh no..
I don’t do
that

13. Here’s a RTA Example
Process Tasks Rating
Maintaining
Your
Engine
Fluids
Monitor Fluids from Your Dashboard
Maintain a Safe Oil Level
Check and Add Transmission Fluid
Check and Add Brake Fluid
Check and Add Radiator Fluid
Add Washer Fluid
Concepts
Motor Fluid Safety Guidelines
Recommended Fluid Maintenance Schedule
Engine Oil Requirements and Guidelines
Other Fluid Requirements and Guidelines
You are going to teach a class. Above are the tasks and
concepts. Rate them using the scale from 1-5: 1 being
Not Critical at All to 5 Very Critical. You are teaching your
grandmother.

14. Determining Training Using Ranking
Task Impact ILT eLrn PS Other
Task 1 5
Task 2 5
Task 3 1
Task 4 3
Task 5 4
Failure Impact Rating: 1= not critical at all; 5= critical impact
Once you complete your rating, you can put it on the Impact
column of a table like the one above. This will help you
determine the type of training needed to teach grandma about
the Maintenance of her Engine Fluids.

15. Choosing Delivery Methods
Paper
Pros: Portability
Cons: Maintenance
Video
Pros: It can take you to places (i.e
heart exploration)
Cons: Resources availability
(technology), maintenance
Human
Pros: Adapts/Diagnoses. Empathizes.
Cons: Inconsistent, needs location
arrangements, cost (travel)
Computer
Pros: Accessible, easy to maintain
Cons: Overload
Audio
Pros: Portability, mass producing
Cons: Resources availability
(technology), maintenance
Another part of training to consider is the following pros
and cons of deliverables:

16. This Concludes the eLearning.
Remember...
Knowledge expires.
Tools like Performance Support Systems can help boost
memory and improve performance.
Rapid Task Analysis will help you determine training needs
and deliverables more easily.

17. To summarize....
"You can't teach people
everything they need to
know. The best you can
do is position them
where they can find
what they need to know
when they need to
know it.“
Seymour Papert, MIT

18. This is the end of the eLearning.
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