Launching Performance Support: It's the Message That Matters

Launching Performance Support:

It's the Message That MattersSession W201, 20 May 2015

Chris KingPerformance Support PM

By the end of this session you will:

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Discover how to explain the benefits of integrating performance support into training design and development.

Learn how performance support extends learning beyond the classroom, and maximizes the impact on learning outcomes.

Explore the three five things you must know or do when launching your first performance support solution.

Apply lessons learned from other first-time projects.

Moving from Knowledge-Based to Performance-Based Learning

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Source: Conrad Gottfredson, A.G.I.L.E. Instructional Design Workshop, Apply Synergies, 2013

Performance Support…

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…is embedded in the work process such that the

learning is accessed in the context of the work flow

and helps solve a very specific business problem.

Elliot Masie

…provides employees with a way to learn and

improve skills while doing real tasks on the job.

Carla Torgerson and Phillip Neal

…is 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.

Gloria Gery

…ensures people can perform effectively when

they are called upon to act.

Conrad Gottfredson and Bob Mosher

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Pro

fici

ency

/Co

mp

eten

ce

Time

12

3

4

What we imagine happens

What actually happens

Without support

With support

Training Post-Training

Source: Mark Rosenberg, At the Moment of Need: The Case for Performance Support, eLearning Guild White Paper, 2013

The magic proficiency line

Are learners truly competent after training?

70-20-10 and the Moments of Learning Need

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Source: Apply Synergies, 2015

2015 Chris King • 6

Training Objectives

Concepts

Deeper Detail

Steps

Training Objectives

Concepts

Deeper Detail

Steps

Components:

DO

Moments

3-5

Moment of Need

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TEACH

Moments

1 & 2

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Source: Apply Synergies, 2015

Other Resources – E-Learning!

Concepts

Deeper Details

Training Objectives

Concepts

Deeper Detail

Steps

Components:

DO

Moments

3-5

Steps

Moment of Need

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TEACH

Moments

1 & 2

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Source: Apply Synergies, 2015

The Performance Support Pyramid

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Incre

asin

g L

evels

of

Su

pp

ort

The Five Moments of Learning Need

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3. Apply

1. New

2. More

4. Solve

5. Change

The Five Moments of Learning Need

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3. Apply

1. New

2. More

4. Solve

5. Change

Acquisition of Knowledge

aka Formal Instruction

Application and Maintenance of Knowledge

aka Performance Support

Case StudyVery large

federal agency; widely

dispersed audience;

•Office of Resolution Management, responsible for handling EEO complaints (estimated to cost the organization $75K per complaint)

Three Week Hybrid

Conference

• 21 hours of both ILT and virtual learning

• Virtual keynote

• Integrated Informal Learning activities

Integrated Performance Support Tool

• Focus on the process to settling EEO complaints before they become formal

• 3 roles, 3 complaint types

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THE THREE FIVE THINGS YOU MUST KNOW

OR DO WHEN LAUNCHING YOUR FIRST

PERFORMANCE SUPPORT SOLUTION

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Number 1: Get your team on board

Your team Your Executive Champion

Support your biggest supporter

They may need the right words for their key audiences

The right words explain the business value and map to the key indicators

for your organization

Help them say the right things and set expectations

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Help your ISDs/Developers

They might feel threatened

But this approach only increases their scope

So provide them with training and their own performance support

You will be surprised at how often you have to explain what you are doing

Number 2: Polish your pitch

Have on hand

Road Show

Slide Deck

Quick Guide

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Valuable Resource: Selling Performance

Support: Building Stakeholder Buy-in by

Marc Rosenberg (eLearning Guild White

Paper, 2015)

Create a formal Communications Plan

Number 3: Communications and Marketing

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Engage front line managers in your communications

Don’t forget to keep the rest of your team informed as well

Change is hard; help it happen

Number 4: Leverage your Support Desk

They talk to your target audience every day

Increase visibility of the tool by having them referencing the tool on a regular basis with their callers

They also have metrics that can show how your solution is making an impact

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Number 5: Integrate PS into Training

Show your audiences

how to use it in the context of the content

Integrate the tool into

exercises and actvities

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How we can reduce or change what we cover in training when there is a robust PS solution in place?

Summary

Get your team (internal and external) on board.

Polish your pitch.

Communicate early and often.

Leverage your Support Desk.

Integrate PS into your training.

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Source: Instructional Design Now: A New Age of Learning and Beyond, ATD Research, 2015.Info-graphic by ATD.

Closing Thought

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Source: Instructional Design Now: A New Age of Learning and Beyond, ATD Research, 2015.Info-graphic by ATD.

Doesn’t meet

49% 62%Don’t meet

If 62% of us think we’re not doing a good job, why do we continue to do the same thing???

Closing Thought

THANK YOU!

Chris [email protected]

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Performance Support:It's the Message That Matters

References

• ATD Info-graphic. Instructional Design Now: A New Age of Learning and Beyond, ATD Research, 2015.

• Brian Dusablon. “Responsive Performance Support With WordPress.” TD Magazine Online, October 8, 2014. https://www.td.org/Publications/Magazines/TD/TD-Archive/2015/10/Responsive-Performance-Support-with-Wordpress

• CEB CLC Learning and Development Practice, Building High-Performance Capability for the New Work Environment, 2012.

• Gloria Gery. “Why Don’t We Weigh Them?.” CBT Solutions Magazine, May/June 1997. Accessed through the Internet Archive WaybackMachine: http://web.archive.org/web/19971011044357/http://www.cbtsolutions.com/html/gery-9705.htm

• Conrad Gottfredson and Bob Mosher. Innovative Performance Support: Strategies and Practices for Learning in the Workflow. New York: McGraw Hill, 2011.

• Mark Rosenberg. At the Moment of Need: The Case for Performance Support. eLearning Guild White Paper, 2013.

• Rosenberg. Selling Performance Support: Building Stakeholder Buy-in. eLearning Guild White Paper, 2014.

• Leon Watson, “Humans have shorter attention span than goldfish, thanks to smartphones,” The Telegraph, May 15, 2015, retrieved online May 18, 2015, http://www.telegraph.co.uk/news/science/science-news/11607315/Humans-have-shorter-attention-span-than-goldfish-thanks-to-smartphones.html

Join the Performance Support Community of Practice at http://performersupport.ning.com

This is a dynamic, vibrant and invitation-only site comprised of 4,000+ practitioners. For an invitation to join, send me a note at [email protected]

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