©Ontuitive 2013 #PerformanceSupport “Smart” Performance Support Bob Mosher, Chief Learning Evangelist Conrad Gottfredson, Chief Learning Strategist #PerformanceSupport [email protected] @bmosh [email protected] @congott
Jan 28, 2015
©Ontuitive 2013 #PerformanceSupport
“Smart” Performance Support
Bob Mosher, Chief Learning Evangelist
Conrad Gottfredson, Chief Learning Strategist
#PerformanceSupport
[email protected]@bmosh
[email protected]@congott
©Ontuitive 2013 #PerformanceSupport 2
The current and future state of PSNew trends & approaches in technology & design enabling PS to proactively guide learners to optimum performance
How are you assessing the learning needs of your employees?Pre-webinar poll resultsLive polls
The benefits of “smart” PS – why you need it!
Today’s agenda
©Ontuitive 2013 #PerformanceSupport 3
The current and future state of PSNew trends & approaches in technology & design enabling PS to proactively guide learners to optimum performance
Today’s agenda
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Performance Support Up to NowMany of the current efforts in Performance Support require the performer to own and initiate almost all of the interaction. Outputs have been limited to scattered and targeted information. Maintenance has been primarily owned by L&D.
V.Performance Support GOING FORWARD = “Smart”Observes the performer’s behavior, generalize to best practices, and adapts to individualized needs. Outputs are Deeply and Broadly “Embedded” in the workflow with “Contextually” smart access with “Just Enough” information at the step level. Maintenance is owned by all stakeholders.
“Smart” performance support
©Ontuitive 2013 #PerformanceSupport
Performance Support GOING FORWARD = “Smart”
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
©Ontuitive 2013 #PerformanceSupport
Contextual according to specific roles and varying access needs
By timeline By Line of Business
By Technology
Performance Support GOING FORWARD = “Smart”
©Ontuitive 2013 #PerformanceSupport
Content Repositori
es
LCMS
Just Enough
in the form needed to effectively perform inside the business process
Performance Support GOING FORWARD = “Smart”
The PS SpectrumIt gets “smart” at 4…
ScatteredInformation Support
TargetedInformation Support
TargetedPerformance Support
SmartPerformance Support
AutomatedPerformance Support
1. Low 3. Tangible 5. Transformational2. Marginal 4. Significant
• Shallow
• Haphazard access
• Flat
• Narrow
• Restricted access
• Limited
• Deep
• Rapid Access
• Task-Based
• Deep and Broad
• Smart Access
• Step-Based
• Deeper
• Automated
Access
• Step-Based
Embedded
Context
Just Enough
This is “smart” PSLevel Four: Significant
1. Low 3. Tangible 5. Transformational2. Marginal 4. Significant
AutomatedPerformance Support Deeper
Automated Access
Step-Based Support
Nested within an application and a business process
Automatically adjusts to context
Driven by business rules
EMBEDDED
CONTEXTUAL
JUST ENOUGH
This is “smarter” PSLevel Five: Transformational
1. Low 3. Tangible 5. Transformational2. Marginal 4. Significant
SmartPerformance Support Deep and Broad
Smart Access
Step-Based Support
Integrated across applications and the broader business
Observes and evolves
Driven by business rules and behavior
EMBEDDED
CONTEXTUAL
JUST ENOUGH
The future of PSYou know how…
• Netflix suggests videos to watch;
• TiVo records programs on its own, just in case we’re interested;
• Pandora builds personalized music streams by predicting what we’ll want to listen to; and,
• Amazon goes so far as to have ALL of these tailored-to-me categories:
• More items to consider• Related to items you’ve viewed• Inspired by your browsing history• Additional items to explore• New for you• What other customers are looking at now
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How is this going to change what we do now?
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The current and future state of PSNew trends & approaches in technology & design enabling PS to proactively guide learners to optimum performance
How are you assessing the learning needs of your employees?Pre-webinar poll resultsLive polls
Today’s agenda
©Ontuitive 2013 #PerformanceSupport 14
Live pollHow are you currently assessing the learning needs of your employees?
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How are you currently assessing the learning needs of your employees?
Pre-webinar poll results
How effective are these approaches in getting us what we need to design “smart” Performance Support?
©Ontuitive 2013 #PerformanceSupport
The PS Spectrum: Embedded Where is your organization?
Within Mobile TechnologiesWithin Software
Applications)Across Software
Applications
At the Desktop
©Ontuitive 2013 #PerformanceSupport
The PS Spectrum: Contextual Where is your organization?
©Ontuitive 2013 #PerformanceSupport
The PS Spectrum: Just Enough Where is your organization?
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The current and future state of PSNew trends & approaches in technology & design enabling PS to proactively guide learners to optimum performance
How are you assessing the learning needs of your employees?Pre-webinar poll resultsLive polls
The benefits of “smart” PS – why you need it!
Today’s agenda
©Ontuitive 2013 #PerformanceSupport 20
The benefits of “smart” PSWhy your organization needs to get “smart!
©Ontuitive® 2013 #PerformanceSupport
2013 monthly webinar seriesMay: The Power of Mobile Support June: How are you doing? Self-evaluationJuly: Agile DevelopmentAugust: Competencies for L&D & performance
September: Technology Needed to Author & Deliver PSOctober: People-Centered Computing November: Kill SearchDecember: IT – Love Them!
Save the Date: Performance Support SymposiumSeptember 9th & 10th
Boston, MA
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Thanks!Next Steps & ResourcesBecome a member of our Performance Support Community – if you already are – invite a friend or colleague! Email us at [email protected] 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: [email protected]
@bmosh@congott