Basic Concept for Online Performance Support Author: Page 1 Dr. Patrick Blum Welcome GUIDE 2010 International Workshop, Rome, Italy Patrick Blum
Jan 24, 2015
Basic Concept for Online Performance Support
Author: Page 1Dr. Patrick Blum
WelcomeGUIDE 2010
International Workshop, Rome, Italy
Patrick Blum
Basic Concept for Online Performance Support
Author: Page 2Dr. Patrick Blum
How to support Organizational Learning,
Knowledge and Performance Support
Basic Concept for Online Performance Support
Author: Page 3Dr. Patrick Blum
inside Business Group
• Full Service Provider in
Corporate Learning
• Insurance and Finance Industries
• Performance Support,
e-Learning and Blended Learning
Consulting, Conceptual Design,
Realization, Integration, Marketing,
Controlling
Business Activities
All from one source!
Basic Concept for Online Performance Support
Author: Page 4Dr. Patrick Blum
In times of economic crisis
in the corporate learning world
the focus is no longer
on learning or training performance,
the focus is now on business performance
Statement
Basic Concept for Online Performance Support
Author: Page 5Dr. Patrick Blum
Oganizational Learning
Status Quo
• Learning and working are two highly different and separated processes!
• Informal learning is still the standard:
- Face-to-face Training
- E-Learning
- Blened Learning
• Knowledge is provided „Just-in-Case“
• Learning severely interrupts work
The productivity of a knowledge worker is basically zero
There is a deviation between the learning needs of the knowledge worker
and the learning offer
The resumption of work is often time consuming and extensive
Basic Concept for Online Performance Support
Author: Page 6Dr. Patrick Blum
Organizational Learning
Challenge
Performance Support
• Integration of learning into the working process
• Provide learning precisely when it is needed in the
quantity and depth required
• Shift from “just-in-case” learning to “just-in-time” learning
Basic Concept for Online Performance Support
Author: Page 7Dr. Patrick Blum
Categories of Performance Support
• External Performance Support
- Printed User Manuals
- Documentation
- Call Center
• Extrinsic Performance Support
- Software-based Help Resources
- Knowledge Management Systems
• Intrinsic Performance Support
- Software Wizards
Basic Concept for Online Performance Support
Author: Page 8Dr. Patrick Blum
Provide extrinsic and intrinsic
performance support
in organizations based on a centralized
knowledge management and
knowledge distribution approach.
Goal
Online Performance Support System (OPSS)
Basic Concept for Online Performance Support
Author: Page 9Dr. Patrick Blum
Knowledge Access Strategies for OPSS
Knowledge-Centric
View
Personal View
Process-Centric
View
Product-Centric
View
Meta SearchRecommendation
Change/Innovation
Trends and
Tendencies
Knowledge
Resources
User Contribution
Guided User Access
„Free“ User Access
System Generated Access
Modifying User Access
Basic Concept for Online Performance Support
Author: Page 10Dr. Patrick Blum
OPSS and Organizational Learning
Impact of Levels of Competencies on Learning Strategies
Novice JuniorCompetent
SeniorExperienced
Master/Expert
Common Learning Needs Unique Learning Needs
Formal Learning, Training Informal Learning, On-the-Job Learning
Common Curricula (Program Driven) Personalized Learning (Performer Driven)
Classroom and Online Training
Primary Strategy:
Training
Access to Formal
Resources in the EPSS
Primary Strategy :
Practice, Coaching
Access to Formal and
Informal Resources in the
EPSS
Primary Strategy :
Collaboration
Access to all Resources in
the EPSS
Primary Strategy :
Collaboration, Problem
Solving
Access to all Resources in the
EPSS
KM, Collaboration, Performance Support
Sourc
e: M
arc
Rosenberg
, B
eyond E
-Learn
ing
Pu
sh
Learn
ing
Pu
ll L
earn
ing
Basic Concept for Online Performance Support
Author: Page 11Dr. Patrick Blum
Intrinsic Performance Support with OPSS
Embedded Knowledge Resources
Knowledge
Resources
OPSS
Software System B
Knowledge
Resource 4
Slideshow
Knowledge
Resource 5
Expert
Software System A
Knowledge
Resource 1
Best Practice
Knowledge
Resource 2
Vodcast
Knowledge
Resource 3
Discussion
Thread
Knowledge
Resource 4
Slideshow
Software System C
Knowledge
Resource 2
Vodcast
Knowledge
Resource 6
Expert
Basic Concept for Online Performance Support
Author: Page 12Dr. Patrick Blum
Summary and Conclusion
• Learning has to be brought to the workplace
• Knowledge has to be provided precisely when it is needed
in the quantity and depth required
• Extrinsic and intrinsic Performance Support can be provided by an OPSS
• The OPSS has to provide different views on the knowledge
- knowledge-centric view
- process-centric view
- product-centric view
- personal view
Basic Concept for Online Performance Support
Author: Page 13Dr. Patrick Blum
Summary and Conclusion
• Provide additional access strategies
- Meta search
- Automatic notification about changes and innovation
- Recommendation for additional relevant knowledge
- Trends and tendencies
• Implement knowledge-creating business processes
• Allow user contribution to let the knowledge grow and evolve
• Provide an interface for “Embedded Knowledge” to
support intrinsic performance support
Establish a knowledge-sharing culture!!!
Basic Concept for Online Performance Support
Author: Page 14Dr. Patrick Blum
Thank you