With the recent resurgence of performance support as a mainstream, if not leading, learning approach, certain characteristics and qualifications have emerged that help to define where you are on the journey towards successful performance support design and delivery. This webinar will examine this evaluation criteria helping you to better understand how well prepared you are to create effective performance support. The performance support self-evaluation tool we will present can be used to understand your current state, identify gaps, and then create a roadmap to addressing those gaps. This analysis is a powerful way to continue your journey towards providing the full spectrum of learning offerings necessary to meet your organization's performance needs.

1. ©Ontuitive 2013 #PerformanceSupport
"How are you doing?"
A Performance Support
Self-Evaluation
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
• Why Should You Care About PS Self-Evaluation?
• What Should We Be Evaluating?
• Where’s Your Organization Right Now?
• How Can You Get to Where You Need to Be?
Today’s agenda
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Why Should You Care About PS Self-Evaluation?
• Inconsistent vs Consistent Business Impact
• Blind Design vs Informed Design
Today’s agenda
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Why should you care about PS
self-evaluation?
Consistent vs Inconsistent Business Impact
Job Aids Traditional Help EPSS
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Why should you care about PS
self-evaluation?
Blind Design vs Informed Design

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Why Should You Care About PS Self-Evaluation?
• Inconsistent vs Consistent Business Impact
• Blind Design vs Informed Design
What Should We Be Evaluating?
• Key Insights from Gloria Gery
• The Intersections of Knowledge Management,
Training, and Performance Support
Today’s agenda
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Definition of an EPSS:
“An 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.”
What should we be evaluating?
Key Insights from Gloria Gery
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What should we be evaluating?
Key Insights from Gloria Gery: EPSS v. Job Aid
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EPSS: Supports simple or complex task performance
Job Aid: Supports simple, linear sequential procedural tasks
EPSS: Accepts user input or data
Job Aid: Does not accept user input or data
EPSS: Provides task structuring, advice, & related information
Job Aid: Provides task structuring but not related information
EPSS: Presents customized views of the system to individual users
Job Aid: Does not accommodate individual user requirements
EPSS: Incorporates multiple modes of information presentation
Job Aid: Paper-based with possibility of passive multiple modes

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What should we be evaluating?
Gloria Gery: EPSS v. Traditional Help Systems
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EPSS: Supports a broad range of tasks, whether or not software is involved.
THS: Supports only software related tasks and is confined to software rather than job task
support
EPSS: Provides information, task structuring, interactive, conditionally branched advice,
examples, & interactive training
THS: Provides passive information only
EPSS: Internally cross-references information or knowledge, which is also linked to other
structures
THS: Typically context sensitive to software applications and not linked to other resources
EPSS: Provides multiple means of access and alternative views of the content
THS: Typically accessed via structured menus
EPSS: May accept user input or data
THS: Does not accept user input or data except as menu choices

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What should we be evaluating?
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The Intersection of:
— Knowledge Management,
— Training, and
— Performance Support

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New More ChangeSolve
Knowledge Management
Content
Management
Document
Management
Inform & Maintain
Learning
Content Management
Deliver to Mastery
Learning
Management System
Training
Performance Support
EPSS:
2-clicks 10 Seconds
Contextual
Just Enough
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12. ©Ontuitive 2013 #PerformanceSupport
Why Should You Care About PS Self-Evaluation?
• Inconsistent vs Consistent Business Impact
• Blind Design vs Informed Design
What Should We Be Evaluating?
• Key Insights from Gloria Gery
• The Intersections of Knowledge Management,
Training, and Performance Support
Where’s Your Organization Right Now?
• Where Do You Fit Along the Spectrum?
• Benchmark Your Results with the PS
Community
Today’s agenda
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An effective EPSS is based on its ability to
fundamentally map to the 3 core principles of PS design.
The fewer of these your EPSS addresses the less utilized
and effective your programs will be.
You’ll end up seeing little to no business impact and any
momentum around PS will come to a screeching halt.
Where do you fit along the spectrum?
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Embedded
Deeply in the workflow
and readily available at
the moment of apply
Within Mobile
Technologies
Within Software
Applications)
Across Software
Applications
At the Desktop
Where do you fit along the spectrum?
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Contextual
according to specific roles and
varying access needs
By timeline By Line of
Business
By Technology
Where do you fit along the spectrum?
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Content
Repositori
es
Just Enough
in the form needed to
effectively perform
inside the business
process
Where do you fit along the spectrum?
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http://go.ontuitive.com/USSpectrumSurvey_LPSurveyStart.html
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PS self-evaluation survey:
Click on the link below to launch the on-line survey in
a separate window

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What phase were you along the PS spectrum (overall
score/3)?
Do you believe this accurately reflects where you are along
the PS Spectrum?
Were your results helpful and informative?
Do you feel it gave you a good sense of where you are, and
where you’re headed?
Chat: ―Where do you fit along the
spectrum?‖
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Average phase: 2.2
Benchmark your results with the PS
Community
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Why Should You Care About PS Self-Evaluation?
• Inconsistent vs Consistent Business Impact
• Blind Design vs Informed Design
What Should We Be Evaluating?
• Key Insights from Gloria Gery
• The Intersections of Knowledge Management, Training, and
Performance Support
Where’s Your Organization Right Now?
• Where Do You Fit Along the Spectrum?
• Benchmark Your Results with the PS Community
How Can You Get to Where You Need to Be?
• The EPSS Self-Evaluation Tool
• Evaluate to Effective Design
Today’s Agenda
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How can you get to where you need to be?
EPSS Evaluation Tool
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Evaluation Categories:
• Overall Logistic and Cultural Considerations
• Overall EPSS Design Considerations
• Media Use and Considerations
• Evaluations Considerations

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How can you get to where you need to be?
EPSS Evaluation Tool

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How can you get to where you need to be?
EPSS Evaluation Tool

24. ©Ontuitive® 2013 #PerformanceSupport
2013 monthly webinar series
July: Agile Development
August: Competencies for L&D & performance
Sept: Technology Needed to Author & Deliver PS
October: People-Centered Computing
November: Kill Search
December: IT – Love Them!
Save the Dates:
Performance Support Symposium: September 9th & 10th
Boston, MA
Learning 2013: November 3rd to 6th
Orlando, FL
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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