We heard you loud and clear last year. You are hungry to work Performance Support into your strategy. You realize that training alone is limited and that the future of L&D is supporting employees in the workflow, at the moment of need. You want to get started, but there are barriers (perceived or actual). Beginning with this webinar, and throughout 2013, our plan is to help you develop the appropriate strategies that break down the barriers and move your organization beyond training to performance! 2013 IS the year of performance support. January’s webinar will be a bit more interactive than usual – we want to hear from you! What barriers are you facing? Take a moment, after registering for the webinar, to answer our poll question on this topic – results will be discussed next week during the webinar. Additional webinar discussion topics include: •Facts, figures, and industry trends surrounding barriers; •Open discussion, with live polls, on what you, as an organization, are experiencing; and, •Share solution ideas and tactics on how to begin breaking down the barriers. Join Bob Mosher and Conrad Gottfredson as they kick-off the year with this interactive and informative webinar!

1. 2013 is the Year for
Performance Support:
Breaking Down Traditional
Barriers
Bob Mosher
Chief Learning Evangelist
Conrad Gottfredson
Chief Learning Strategist
#BreakingBarriers
b.mosher@ontuitive.com
@bmosh
c.gottfredson@ontuitive.com
©Ontuitive 2013 #BreakingBarriers @congott

2. Today’s agenda
The Problem – Training Alone Doesn’t Work
Why it doesn’t and won’t work: Trends, Facts, Figures, etc.
Actual or Perceived Barriers
Results from pre-webinar poll & discussion/opinions
Live polls
Open chat re: poll results/questions about barriers
Possible solutions to breaking down barriers
Why 2013 is the year of PS
Industry Leader Quotes
How we plan to help you break down the barriers – a look at 2013 webinars
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3. 2013 trends & predictions
Increased hiring
Hiring The National Association for
Business Economics predicts that
in 2013 the economy will add
175000
173,000 jobs a month, up from
170000
165000
157,000 from last year.
160000
155000 That's potentially a 10% increase
150000 in additional employees, which
145000 doesn't even take into account
2012 2013 employee turnover!
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4. The problem
Training isn’t linked to workplace performance
32%
Only 32% of executives think their companies’
training programs are “extremely” or “very
effective” in preparing employees to drive business
performance
People forget up to 90% of what they learn in a
90%:
Forgotten
class within 30 days, with the majority occurring
within the first few hours after class
Traditional Training, Learning, and Support Methods
are not Working
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5. 2013 trends & predictions
New/Updated enterprise systems & applications
Spending Spending on enterprise software
10 is expected to nearly
0 double, from 3.3% in 2012 to
2012 2013 6.4% in 2013.
Result: We must help employees adapt to the new
processes and skills
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6. Software implementations aren’t working…
76% Of employees have a failed, or
substandard, understanding of mission
critical applications.
50% Of companies are not achieving
effective adoption and usage rates
of applications.
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7. 2013 trends & predictions
The demand on our learners to perform are increasing
Executives will need a 20% increase in productivity to meet
their business objectives.
On average executives believe that only 29% of their
employees are operating at peak productivity.
Employees report that their jobs are getting harder, with more
than two thirds reporting more complexity and 80% seeing
their workloads increase.
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8. “Google” isn’t the answer…
457hrs Workers are spending 8.8 hours per
week searching for information
That’s 457 hours a year.
And are only successful 50% of the time.
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9. more employees
+ more new systems
Less time with greater demand
How are you going to respond to
this?
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10. Actual or perceived
barriers
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11. Pre-webinar poll results
What is the biggest barrier that is between you & your PS
project?
Barriers
Design Expertise 33.5
Personnel 32
Financial 34
Politics 41.8
Technical (IT) 40.7
0 10 20 30 40 50
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12. Barriers
Real or Perceived
Getting IT departments to
Obtaining stakeholder
adapt & support the
buy-in
technology
Misperceptions on how long it takes to build the
program, costs, or what staff resources will be
required?
Or, perhaps it’s how to help the employees
understand and use the system
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13. Live polls, Open chat
discussion, &
Questions
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14. Live Polls
What areas are you focusing on in 2013 in regards to IT /
Embedded performance support?
- CRM (SFDC)
- Desktop applications (Office, Lync, Sharepoint)
- Custom (internally developed applications)
- ERP (Oracle, SAP)
- Other (EMR)
What areas are you focusing on in 2013 in regards to
workflow embedded performance support?
- Soft-skills (leadership, sales training, etc.)
- Mobile
- On-boarding
- Product training
- Other
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15. Live Chats
Opinions on how to tackle the following political barriers?
“Classroom training is the answer to every ill.”
“If Training fails we chase the next trend– Mobile, SharePoint,
e-Learning, Social Learning.”
“The comfort of asking a person or picking up the phone, rather
than using an EPSS.”
“Concerns about the overhead for the training team involved in
keeping content up to date.”
“What if no one uses it!”
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16. Possible solutions to
breaking down
barriers
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17. Make your case: resources to share
Performance support v. external support
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18. Make your case: resources to share
Performance support v. external support
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19. Make your case: resources to share
Performance support v. external support
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20. Make your case: resources to share
Results are within reach with performance support
6% increase in sales personnel productivity enabled thru
increased user adoption of a new CRM solution at a major
insurance company
Over 50% reduction in product training classroom training time
and expense at a global manufacturing company
12.5% reduction of help desk transactions & 50% reduction in
classroom time for
application migration project at a global consulting firm.
Out of 9,687 unique page views (instances of visits to particular
performance support topics), only 2 were searches.
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21. Why 2013 is the year
of performance
support?
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22. Industry leader quotes
Why 2013 is the year of performance support
“Too long at the bottom of the pile, we are once again realizing the
importance of supporting people in the act of work, at the moment of need.
The opportunities for breakthroughs in performance improvement here are
massive, especially in an app-centric online world.”
- Marc Rosenberg
“Performance Support: We believe that the largest opportunity for mobile
learning will be in the performance support area, providing just-in-time
knowledge in a personalized fashion at the moment of need.”
- Elliott Masie
“[In 2013] we will move a step or two closer to real-time performance
support at the point of need.”
– Charles Jennings
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23. 2013 monthly webinar series
February: ROI/Measurement
March: PS Maturity Model
April: “Smart” Performance Support
May: The Power of Mobile Support
June: Agile Development
July: How are you doing? Self-evaluation
August: Competencies for L&D & performance
September: Technology Needed to Author & Deliver PS
October: People-Centered Computing
November: Kill Search
December: IT – Love Them!
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24. Happy New Year & Thanks!
Next Steps & Resources
Become a member of our Performance Support Community – if you already are –
invite a friend or colleague!
In the community you can:
• Discuss your barriers, and receive feedback and solutions from your peers.
• Read our blogs - all on the topic performance support – don’t miss next week’s
post which will be a summary and further discussion of this webinar!
• Network
• Collect business case data
• Find resources to share with stakeholders to increase PS buy-in
• Contact us directly
Community Invite Link: http://performersupport.ning.com/?xgi=3bIevz1cS7jVN3
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25. Final Words
Marc Rosenberg; The Fall & Rise Again of Performance
Support
"We know that not all performance improvement can be
achieved through training. The problem is that training
often loses its connection with performance.
In fact most performance gains are not training related.
The workplace, not the classroom, is where most
performance improvement, and most learning, takes
place. This turns everything around--work is learning and
learning is work!"
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