1. Supporting a Total Learning Ecosystem!
Bob Mosher
Chief Learning Evangelist

2. Seymour Papert, MIT
"You can't teach people everything they need to know…
The best you can do is position them where they can find what they need to know when they need to know it." 2
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3. Performance Support (PS)
How well are we sustaining competency in an ever-changing work environment?
Concept &
Task Mastery
On-the-Job
Competence
Continuous
Improvement
COMPETENCY
Realize the TRUE
Value of Training!
Leaving this to chance extends “Time to Competency”
58%
33%
12%
Here’s another way to look at training’s impact on employee performance. This graph you’re looking at here depicts the degree of employee competency (on the y-axis) over time (on the x-axis).
<click>
As you can see, and has studies have show, after a training event competency drops off substantially.
What you want is for employees to transfer their new-found knowledge and skills into their day to day work.
Even more, you want employees to be able to continue to improve and adapt as changes happen.
Performance Support is what ties training, transfer, and sustainment together
<click to next slide>
TIME
TRAIN
TRANSFER
SUSTAIN
Performance Support (PS) 3
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4. Performance Support sustains competence in an ever-changing work environment
Concept &
Task Mastery
On-the-Job
Competence
Continuous
Improvement
Reference and critical skills Training
TIME TO COMPETENCY
(Average 50% reduction in Time to Competency)
TRAIN
TRANSFER
SUSTAINMENT
Performance Support (PS) Infrastructure 4
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5. How “Total” are your current Offerings?: The 5 Moments of Need ™
Blended Learning!
Blended Training!
Blended Learning?
Formal
Instruction
(Acquisition)
When Learning for the First Time
When Wanting to Learn More
When Trying to Apply and/or Remember
When Something Goes Wrong
When Something Changes
Performance
Support
(Application) 5
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6. An Embedded Performance Support Solution (EPSS) provides immediate, intuitive, tailored aid to a person at his or her moment of need to ensure the most effective performance.” 6
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7. Examples:

8. The 7 FUNDAMENTAL PS Principles
1. Aligned
to deliver business impact.
2. Embedded
in the workflow (2 clicks in 10 seconds).
3. Contextual
access by process, roles and circumstances.
4. Just Enough
information to get the job done.
5. Unified
across IT/Non-IT PS projects in an overarching workflow.
6. Integrated
with formal learning.
7. Trusted
across all learning and PS solutions. 8
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9. The 7 FUNDAMENTAL PS Principles
1. Aligned
to deliver business impact.
Percentage of course completions
Pass/fail rate
Number of student days
Student/instructor ratio
Dollars charged back to departments using training
Utilization of facilities
Cost per student-day
Average "satisfaction" scores on our "smile sheet" evaluations
On-time completion and on-cost development of new courses
Actual vs. planned operational budget expenditures.
Successful performance of business critical skills
Reduced time to proficiency
Reduced time to changed performance
Lower support costs
Increased user adoption
Optimized business processes
Customer/employee loyalty and/or retention
Usage of business critical assets (policies, business rules)
Reduced implementation costs (for a system, product, new process, etc.)
Reduced handoffs of work, calls, problems to others 9
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10. The 7 FUNDAMENTAL PS Principles
2. Embedded
in the workflow (2 clicks in 10 seconds).
Instant
Lengthy
IMMEDIACY
“2-Clicks < 10 Seconds”
Embedded help
Web-delivered
Mobile-delivered
Print-delivered
Close
Distant
PROXIMITY 10
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11. The 7 FUNDAMENTAL PS Principles
3. Contextual
access by process, roles and circumstances.
2-clicks & 10-seconds
Workflow 11
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12. The 7 FUNDAMENTAL PS Principles
3. Contextual
access by process, roles and circumstances.
2-clicks & 10-seconds
Job Role 12
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13. The 7 FUNDAMENTAL PS Principles
3. Contextual
access by process, roles and circumstances.
2-clicks & 10-seconds
Circumstance 13
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14. Is this a “Strategy”? Job Aids CoP’s Wiki, Blog, Forums
Learning Portal
Reference Materials
FAQ’s
Help Desk
Simulations
Pod Casts
Coaching
SharePoint
Lectures
Recorded Lectures
Instant Messenger 14
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15. Total Learning and Support Framework
Components:
TEACH
Moments
1 & 2
Training Objectives
Practice
Details
Steps
Moment of Need
Process DO
Moments
3-5
Training Objectives
Practice
Details
Steps
Steps
Details
Practice
Resources and Social Learning

16. The 7 FUNDAMENTAL PS Principles
4. Just Enough
information to get the job done.
Increasing Levels of Support 16
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17. The 7 FUNDAMENTAL PS Principles
5. Unified
across IT/Non-IT PS projects in an overarching workflow. 17
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18. True Learning: What the classroom needs to become...
“A person who carries a cat by the tail learns something about cats they can learn in no other way….”
Mark Twain 18
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19. The 7 FUNDAMENTAL PS Principles
6. Integrated
with formal learning
Informal
Learning
Embedded
Performance Support
Solution
Instructor Aided Learning
Self-Directed Learning
Peers
Instructional Time 19
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20. The 7 FUNDAMENTAL PS Principles
7. Trusted
across all learning and PS solutions. 20
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21. A Checklist for Building a Performer Support Solution
Pick a Project
“Don’t Boil the Ocean!!” – IT is the best place to start!
Choose Software
that facilitates the design of scalable PS
Proof the Concept
to show what it can be and do. Seeing is believing!!!
Get a Budget
so you can see it through. Commitment follows dollars
Check your Methodology
to optimize development of true blended learning 21
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22. Standing Still is NOT an Option
“Change is difficult. It's hard, and people avoid it when we can, but change eventually happens when the consequences of standing still look worse than the consequences of taking a chance on change… It's time for all of us to change – standing still is not an option, and we can only imagine the disruptions ahead.”
Denis Pombriant 22
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23. Thank you for participating AND please join me in the journey!! 23
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