This workshop was conducted at the 10th Annual Corporate University Week in November 2008. In the three-hour workshop, participants learned how to design and develop “point-of-need” self-instruction for an EPSS via blended, experiential, and hands-on learning methodologies. During the workshop, we discussed when an EPSS solution is the right deployment choice over or in addition to other forms of learning to increase speed to competency and reduce errors/misinformation. Participants also learned how to create EPSS solutions to improve learner retention and job performance, and reduce training and support costs.

1. FINGERTIP ELECTRONIC PERFORMANCE SUPPORT SYSTEMS LAB Design & Develop “Point of Need” Self-Instruction wsg:

2. Agenda 180 minutes Total 20 minutes Debrief 90 minutes Performance Support Development Lab 10 minutes Break 25 minutes LearningGuide – Introduction & Lab Jump Start 25 minutes What is Performance Support? 10 minutes Introductory Activity Time Agenda Topic

4. How Do You Know It’s Performance Support? A helper in life and work Repository for information, processes, and perspectives Inform and guide Planning and action

5. Enter the Drawing Enter today’s drawing to win one of these books. Enter your name and address and we’ll draw the winners today. B ooks will be shipped directly to the winners after the conference.

8. What Do You Need to Know? What is it related to? What is it? Why do this? How do I do it? Show me how and let me try it. How and why did this happen?

10. Addressing the Moment of Need TRAINING SUPPORT Acquisition of Knowledge “ Learn” Application of Knowledge “ Do” Content-based (One size fits all) Context/ Role-based

11. Find Information When You Need It … they wouldn’t need PERFORMANCE support. IF people could remember EVERYTHING …

12. Performance Support vs. Instruction Performance Support Instruction YOU & YOUR WORK YOU AWAY FROM YOUR WORK KEEPS YOU AT WORK, MAKING YOU MORE PRODUCTIVE

13. The Performance Journey 100% 80% 60% 40% 20% 0% TIME 30 Min. 48 Hrs. 3 weeks Research Institute of America Retention and Performance Challenge PERFORMANCE RECALL & APPLICATION CURRENT PERFORMANCE CHALLENGE IMPACT of PERFORMANCE SUPPORT

14. How Does Performance Support Help? convergence simplicity relevance personalization Job Aids & Performance Support | Allison Rossett & Lisa Schafer

15. Let’s Compare These Learning Solutions Simulations Instructor-Led Training E-Learning Online Help EPSS Customized to the User & Job Task Focused on Entire Range of Job Tasks Informal Learning Just In Time On-Demand

17. EPSS Levels Minimal EPSS Only Key Characteristics Mid-Level EPSS Key + Additional Characteristics Optimal EPSS Includes All Characteristics Front-End or Supplemental to the System Stand-Alone Program for Specific Tasks New System w/ Integrated EPSS Types of EPSS | Deborah Alpert Sleight | Michigan State University

19. Steps to Developing an EPSS Determine what you can and cannot do. Learning from EPSS | Roberta A. Rupel Understand what your users are trying to do . Understand how the users do their work . Determine the knowledge needed at each step in the workflow for them to be successful . Determine the best method you have available to deliver the knowledge .

21. LearningGuide EPSS Structure Increasing Levels of Support Productivity & Performance Employee Moment of Need Documents | Sims | Exercises | Links | Email | Chat | Help Desk

22. EPSS – Lab Work Time: 90 Minutes --------------------------- Regroup @ 5:10

24. Thank You Brian Makowski O/E Learning, Inc. [email_address] 1-248-816-4435 1-800-833-8204 ext. 4435 Kelly Condron O/E Learning, Inc. [email_address] 1-248-816-5884 1-800-833-8204 ext. 5884 John Deligiannis LearningGuide Solutions USA [email_address] 1-312-994-2337