The document discusses the Performance Support Spectrum, which categorizes different levels of performance support from low to transformational. It provides descriptions of where organizations commonly fit within the spectrum, from scattered information support to smart performance support. The highest levels are characterized by automated, contextual, and adaptive support that is integrated across applications and business processes. The document also outlines the increasing business benefits like productivity gains, cost savings, and compliance that organizations realize as they progress to higher levels within the Performance Support Spectrum.

1. The Performance
Support Spectrum
Conrad Gottfredson
Chief Learning Strategist
John Hall
Product Manager
bobandcon@ontuitive.com
@congott
j.hall@ontuitive.com

2. Agenda
Introduction
Results of the CAB Survey – “Supported Browsers”
Performance Support Spectrum
Product Roadmap
Open Roundtable/Discussion
Wrap-Up
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3. Low: scattered
Where does your organization fit?
1. Low
Scattered EMBEDDED
Information Support  Shallow
Scavenger-hunt
CONTEXTUAL
 Haphazard Access
Limited to random search
JUST ENOUGH
 Flat
No cascading levels of support
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4. Marginal: targeted
Information Support
1. Low
1. Low 2. Marginal
2. Marginal 3. Tangible 4. Significant 5. Transformational
Targeted EMBEDDED
Information Support  Narrow
Specialized and stands alone
CONTEXTUAL
 Restricted Access
Metadata search
JUST ENOUGH
 Limited
Information oriented not performance oriented
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5. Tangible: targeted
Performance Support
1. Low 2. Marginal 3. Tangible 4. Significant 5. Transformational
CONTEXTUAL
Targeted  Rapid Access
2-clicks/10 second access
Performance Support
JUST ENOUGH
 Task based
Cascading levels of support
EMBEDDED
 Deep
Nested within a business process
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6. Significant: automated
Where does your organization fit?
1. Low 2. Marginal 3. Tangible 4. Significant 5. Transformational
CONTEXTUAL
Automated  Automated Access
Automatically adjusts to context
Performance Support
JUST ENOUGH
 Step-based support
Driven by business rules
EMBEDDED
 Deeper
Nested within an application
and a business process
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7. Automated performance support
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..
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8. Transformational: smart
Where does your organization fit?
1. Low 2. Marginal 3. Tangible 4. Significant 5. Transformational
CONTEXTUAL
Smart  Smart Access
Observes and evolves
Performance Support
JUST ENOUGH
 Step-based
Driven by business rules and behavior
EMBEDDED
 Deep and Broad
Integrated across applications and
the broader business
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9. The PS spectrum
Where does your organization fit?
1. Low 2. Marginal 3. Tangible 4. Significant 5. Transformational
Scattered Targeted Targeted Automated Smart
Information Support Information Support Performance Support Performance Support Performance Support
• Reactive access • Reactive access • Unrestricted Access • Automated Access • Smart Access
• Passive and Flat • Passive and Flat • Just-enough • Just-enough • Just-enough
Task-based Step-based everywhere
• Shallow • Shallow • Deep • Deeper • Deep and Broad
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10. The PS spectrum
Business Benefit
1. Low 2. Marginal 3. Tangible 4. Significant 5. Transformational
Scattered Targeted Targeted Automated Smart
Information Support Information Support Performance Support Performance Support Performance Support
Productivity Gain Low Low-Medium High High High+
Support Cost Savings Low Medium High High+ High+
Process Compliance No No Medium High High+
Training Cost Savings No Medium High High High+
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11. ©Ontuitive® 2013 #PerformanceSupport