Performance Support - Coming Of Age - Emma King

Delivered with a new application, Performance Support can underline best practices and case studies, direct end-users to the correct learning-piece, cross-reference materials within other domains, provide links to additional information and act as an instant librarian bringing directly to your users’ desktop their immediate training/knowledge needs.

Performance Support Coming of Age

Emma V King EscP Consulting 847 843 0191 [email protected]

TABLE OF CONTENTS About the author.................................................................................................................................................... 3 Aim of Paper........................................................................................................................................................... 3 Introduction............................................................................................................................................................ 4 The Driving Force for More Information .......................................................................................................... 5 Historical View ................................................................................................................................................... 5 2009: A Realistic View ....................................................................................................................................... 6 The effect of EPSS on the workforce................................................................................................................... 12 It’s about supporting Performance ................................................................................................................. 14 Summary .............................................................................................................................................................. 16 EPSS Software Providers ..................................................................................................................................... 18 2Work!EPSS (http://www.2worknow.com) ................................................................................................... 18 Assima Performance Solution (http://www.assimainc.com) ........................................................................ 20 Assistware (http://www.baydon-solutions.com )......................................................................................... 22 Datango (http://www.datango.com) ............................................................................................................ 23 Epiplex500 (http://www.epiance.com) .......................................................................................................... 24 Learning Guide Manager (http://www.learningguide.us) ............................................................................. 24 SHO (http://www.transcensus.com), Utah .................................................................................................... 27 Stt Trainer (http://www.stt.com) .................................................................................................................... 28 SupportPoint (http://www.panviva.com)....................................................................................................... 29 uPerform (http://www.rwd.com) ................................................................................................................... 31 References............................................................................................................................................................ 32

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ABOUT THE AUTHOR Emma works with Fortune 1000 clients to assist them in the selection of technologies suitable to meet training needs. As Chief Learning Strategist & President of EscP Consulting, she takes great pride in providing technical analysis and services surrounding Performance Support/EPSS, LMS Selection/Implementation, Simulation and Informal Learning projects. Emma works as a Strategic Partner of The Chapman Alliance as part of the services division for Brandon Hall Research. Her focus is on emerging technologies, and she assists vendors of Training Solutions in the development of new strategies to create new channels of business. Originally from London, England, Emma now resides in the NW Suburbs of Chicago. Specialties: EPSS, Performance Support, Software Simulation Technologies, LMS, LCMS, Blended Learning, ROI, White Papers, Software Business Development, Audience Response Systems, Mobile Learning AIM OF PAPER Performance Support, or its electronic counterpart, EPSS (Electronic Performance Support System), has been considered a more efficient training tool for firms since the early nineties. Throughout 2008, the view of Performance Support as an essential tool of business, and a critical tool for all training professionals, has gained momentum and it is my opinion, that in 2009, we will continue to see the increasing adoption of Performance Support and EPSS throughout the marketplace. User forums and blogs are discussing theories. . .software developers are praising EPSS solutions. . . and learning evangelists are excited by what is turning out to be a new era in training and employee efficiencies. Additionally, Performance Support delivers productivity at a time when everyone is aware that we need to do more with our dollar, and streamlines the process of instructing four generations of workplace learners with a user interface that enables different methods of delivery. Performance Support is now truly coming of age. Page | 3

INTRODUCTION For practical purposes, Performance support is defined as that which: “provides immediate assistance to enable individuals to accurately perform a task utilizing a combination of resources from a single point of initiation.” Emma King, EscP Consulting Blog, 2008 Most good training supports performance whether it's instructor-led or interactive multimediabased training. So when we discuss Performance Support,

are we then saying that it is a

method of training? Well. . no, not exactly. The following phrases, “real-time-earning,” “moment-of-need-learning,” “just-in-time-learning,” and “learning-on-demand” are a far more descriptive and accurate accounts of the paradigm that once was described as Performance Support. To be clearer, Performance Support is about activity and process. There are a lot of associations made between Performance Support and e-learning, especially with the great number of simulation vendors developing modules for Performance Support. Yet, Performance Support is not training, per se, but it can happily and very productively sit alongside training. Performance Support can range in form from a magazine or a textbook, to a podcast or a blog post. If the content of that particular piece relates to a knowledge transfer that will increase your performance, you are looking at a Performance Support mechanism. So then, when we think of Performance Support within a Training Medium, we are not looking to

replace training. We are looking to support the knowledge we gained in training by providing resources that are required, once the trainee is back at his or her desk. We are living in an era where knowledge from older generations needs to be distributed to the workforce in a cost- and time-efficient manner, where often times the information that needs to be dispersed is diverse in its nature. Performance Support and Electronic Performance Support (EPSS), on the whole, should not be dependent on any one particular platform but should always be used to improve the overall performance of an organization (Bramer & Senbetter, 1993).

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THE DRIVING FORCE FOR MORE INFORMATION Retaining knowledge and ensuring that knowledge does not degrade with time is an issue that has, until now, been overlooked. We are unable to retain all knowledge on all subjects, and, frankly, only everyday processes are retained within our mind set. If we include within this equation that turnover of staffing fluctuates with the weather, then knowledge essentially becomes its own tornado.

Companies that, at present, believe their training and communication process are effective, will be increasingly challenged by the constant change within business processes, software upgrades, and compliance regulations. For example, how can a company relay issues of regulation to job tasks without a monumental change in training policy? After all, compliance regulations are becoming ever-present in our business practices and accountability to business process is at an all time high. Additionally, across the globe, we face a financial credit-crunch, but within industry we face a knowledge crunch. How can we provide information to staff at their moment of need while still recording peoples training history? Can businesses trust systems to track the performance of their staff and report directly to the system regarding their “I can do this!” as opposed to “how do I do this?” approach?

The

Performance Support Tool provided by Learning Guide Manager (http://www.learningguide.us), can do just that. HISTORICAL VIEW Electronic Performance Support Systems (EPSS) have been discussed, and in part utilized, since the 1990’s; and Gloria Gery's (1991) book, Electronic Performance Support Systems, describes various examples of support systems that companies have developed. Popular examples of performance support tools include Microsoft's® “Wizards” in Access, Excel, Word, or PowerPoint. Wizards help a user create a database, spreadsheet, document, or presentation (we’ll refer to these as tools from here on. . .) when that user has no technical knowledge of how to create such a tool. By actually creating the tool for the user through a series of visual steps that show how the tool is being created, Microsoft® has, in effect, created

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an actual “product” rather than merely instructed the user “how” to create the product.

It

removes instruction altogether, in favor of just creating the tool for them. So essentially, then, we learn by doing it. Gloria Gery defined EPSS as:

“an integrated electronic environment that is available to and easily accessible by each employee and is structured to provide immediate, individualized on-line access to the full range of information, software, guidance, advice and assistance, data, images, tools, and assessment and monitoring systems to permit job performance with minimal support and intervention by others.” William Bezanson (2002) points out that knowledge management is the “noun” corresponding to the “verb” that is, performance support. The knowledge documented in the system plays a critical role in any EPSS system. This concept was originated by Raybould (1997) who separates out the repository, delivery and infrastructure aspects of the EPSS from the knowledge-base it contains. In fact, Bezanson emphasizes the advantage that an LMS (learning management system) will interface with the EPSS to supply the knowledge-base, content/courseware, or other tracking capabilities that an EPSS may require if the LCMS (learning/content management system) precedes the implementation of the EPSS. While some may question the role of Performance Support prior to the year, 2000, Ji-Ye Mao (2004), puts all doubt to rest in his esteemed assertion that EPSS represents a new approach to performance enhancement and productivity, enabling continuous performance enhancement in a just-in-time and just-enough manner. 2009: A REALISTIC VIEW Janet Clarey (2008) states, “Increasingly, learners seek opportunities for self-assessment and seek on the job performance support as they take control of their own learning...” What a timely statement as in the workplace we are now dealing primarily with four generations of information. The four generations are focused and routine driven Traditionalists, the following: Baby Boomers; whose learning style centers around a need to be “shown”. . .visually, that is. . ., Generation X, which, like myself, expects a more straight-forward and to-the-point approach, and Millennials who have a desire to feel “connected” directly to everything they it is they need. . Page | 6

.including training and knowledge acquisition. Performance Support, and its electronic counterpart Electronic Performance Support, is a prime platform to meet all these needs. To further expound on this, Clarey, posits that: “Instructional design has a new paradigm – one of building support, structure, and coaching for learners through collaborative, networked environments rich in opportunities for problem solving and critical thinking.” Following along with that thought, then, a single platform that delivers all types of training, based upon the trainee’s specific style, would provide effective support, structure, and electronic coaching via collaborative means. Remember, Performance Support is not just about online learning; it is also centered on activities and processes. As a result, it can relate to every situation where a process is required that requires a set activity. Electronic Performance Support Systems (EPSS) is what takes a processes and activity and allows those items to relate to software and to business processes via online methods. EPSS, then, can therefore support the needs of trainees as a function of existing coursework and style. As Janet Cichelli (2009), describes in Learning Town’s Performance Support Forum The term "performance support," by definition, is enabling and facilitating optimal human performance at the point it needs to occur. It supports an activity, most often (in our world) associated with some type of work. For Performance Support analysis/design purposes, activities, as such, can be put into 3 categories: •

explicit tasks/activities: e.g., replacing a faulty component, completing a timesheet, conducting an employee performance appraisal, programming a VCR

•

problem solving tasks: locating source of an engine problem, determining why spreadsheets won't balance

•

decision-making tasks: how many exemptions to claim, sell or hold

Bob Mosher, in his collaborative blog with Conrad Gottfredson entitled Performer Support:

Learning @ the Moment of Need,1 says e-learning will continue to be a dominant training tool,

1

http://performancesupport.blogspot.com/

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especially in modern times, but it is not designed to be Performance Support. However, Performance Support can be perfectly positioned to sit alongside e-learning, creating a costeffective and formidable total learning solution. Mosher and I could not agree more. There is still a great need for the training courses that have been developed, but it’s the direction towards specific training, at the specific moment of need, that represents the true meaning of Performance Support. To further illustrate this point, let’s take a quick look at how Bob Mosher and Conrad Gottfredson discuss in their workshops the five phases of support that people need in order to successfully perform as laid out in the image below. Both gentleman, describe how the training industry has primarily focused their practices upon the first two moments of need. They also describe how Performance Support compliments the training taken place by providing moment of need assistance while users are applying their knowledge, being shown how to fix issues and by showing them how processes have changed without them needing to go back into the class room.

1. Learning for the first Time Formal Instruction/Training

Manuals/Documentation

2. Learning More Formal Instruction/Training

Manuals/Documentation

3. Application of Knowledge Performance Support

Application and Maintenance of Knowledge

4. Fixing Issues Performance Support

Application and Maintenance of Knowledge

5. Learning New Processes Performance Support

Application and Maintenance of Knowledge

Figure 1 : Adaption of Five Moments of Need (Dr. C. Gottfredson)

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There are many definitions for Electronic Performance Support. What concerns me most though, is when a trusted source, like that of PC Magazine2 gets it wrong. And, in my opinion, PC Magazine’s assertion that Performance Support can reduce or even eliminate training all together is off-base. Here is the magazine’s definition: “(Electronic Performance Support System) A computer system that provides quick assistance and information without requiring prior training to use it. It may incorporate all forms of multimedia delivery as well as AI techniques such as expert systems and natural language recognition.” If we use the more complete definition referred to in Figure 1, it is quite clear, how the statement above is incorrect. Without a doubt, training still needs to take place, and Performance Support is exactly as the name describes - support for when you a user is “performing.”

Figure 2 : Complementary Relationship between EPSS and Traditional Training Methods (Ji-Ye Mao)

2

http://www.pcmag.com/encyclopedia_term/0,2542,t=EPSS&i=42707,00.asp#

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Ji-Ye Mao (2004) states when explaining the relationship between EPSS and traditional training methods, that there is a fit between “training methods” and “knowledge outcome levels,” and with the availability of EPSS, the nature of traditional training programs should be adjusted to focus on effectiveness. Linking that with Gottfredson’s (Figure 1) Figure 1 : Adaption of Five Moments of Need (Dr. C. Gottfredson) theories, training, then, should be focusing on “first-time

learners” and advanced training, leaving EPSS to provide application maintenance, knowledge, assistance when needed, and assistance when business process-flows change or are amended. Will Thalheimer3, in his blog Will at Work Learning, demonstrates how using diagrams to display the ways in which learning intervention can create a level of performance that leads to results. In Figure 3 (below), Thalheimer shows the minimum requirements for a successful learning intervention. The learners have to learn (box A), retrieve (box C), and apply (box E) [what they've learned] in order to create beneficial learning outcomes. However, in Figure 4, he demonstrates that learners can learn via performance (situational learning), or via informal learning (Box B), which was added later to reflect its role in one’s everyday performance.

Figure 3 : The Learning Landscape - Will Thalheimer

3

http://www.willatworklearning.com/2008/06/the-learning-la.html

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Figure 4 : The Full Model - Will Thalheimer

It is my view that Training programs focus too much on the training of an individual and not enough on the support of an individual. As Thalheimer says in his blog, “We ought to leverage that learning to reinforce and extend any formal learning that was utilized. We ought to design our formal learning interventions to improve our learners' informal-learning opportunities.”

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THE EFFECT OF EPSS ON THE WORKFORCE Electronic performance support aims to empower stakeholders to accomplish their work tasks accurately, namely adapted to their individual perception of work, says Chris Stary & Simone Stoiber from the University of Linz.4 They go on to say that: “The development of process portals for electronic performance support requires a taskbased and flexible design procedure, with respect to the structure and the dynamics of an organization and its business processes.” This is very true, and no matter which product you choose to help develop Performance Support within your organization, the design of the product and the mapping of the information which will be supplied by the system will be paramount to its success. A high performing EPSS may have positive outcomes that result in lower employee turnover, and thus, as a by-product; financial savings to an organization (McGraw & McGraw, 1993). According to Atalib (2002) an EPSS may provide benefits as follows: 1. enhanced productivity 2. reduced training costs 3. increased worker autonomy 4. increased quality through uniform work practices 5. knowledge capitalization 6. decreased system maintenance costs And an EPSS is able to: 1. accelerate on-the-job learning and improve retention 2. help capture and keep the organizations knowledge 3. significantly reduce training time and cost 4. help organizations become more flexible with worker assignment 5. help train difficult to reach workers

4

http://www.springerlink.com/content/b7enelyuyjavhytl/ Model Based Electronic Performance Support,

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6. decrease paper documentation such as user manuals, evaluations and tests 7. increase employee self-sufficiency and empowerment (Levin, 1994) Nugen & Klein (2009)5 carried out a study to evaluate what combination of performance support and training maximized user performance. They established that the combination of training and EPSS performed only slightly better (80%) than the training only group (69%); however, when researching what combination of performance support and training minimizes the time to complete a task, it was established that the training only participants spent significantly more time completing the task than those utilizing EPSS.

Training plus EPSS, and EPSS only

participants in the study, had significantly higher attitude scores than training only, on an eightitem survey. This would indicate that the diagram in Figure 1 truly does represent the best methodology for training. An effective EPSS, as depicted in Figure 5 Definition of EPSS on Desktop, will sit silently watching your activity in an application responding to your request for assistance based upon the context specific materials which have been developed and indexed within its engine to provide timely, effective,

and

productive

support, directly to the users at their moment of need. By acting as a single resource to a multitude of information sources, it stops the end-user from being diverted from their work item, and brings the information

directly

to

the

desktop. Bringing performance collaboration of all related data to the same place in a context Figure 5 Definition of EPSS on Desktop

5

http://www3.interscience.wiley.com/journal/118479865/abstract?CRETRY=1&SRETRY=0

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sensitive fashion will help people understand their relationship to the task at hand. An integrated performance support system provides any combination of these or other components. IT’S ABOUT SUPPORTING PERFORMANCE An effective Performance Support System should provide increasing levels of support as required. It should: o

provides just the right amount of information at just the right time

o

Integrate Help Desk and peer-to-peer support

o

improved productivity and user satisfaction

o

reduce support costs

An integrated performance support system provides any combination of these or other components.

Redirection to Context Sensitive Information Automated Tools (job aids)

Granular Training (Cue Cards Explanations)

Reduced Training Time

Performance Support

Searchable References and data

Instant Access 24x7

Expert Knowledge (advice & Coaching)

Figure 6 : The Role of Performance Support

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This information will enable you to define internal marketing/training/performance related tasks in the context to which this information has been detailed and is required.

This method of

delivery ensures a greater share of knowledge distribution among the user-base and will result in a stronger adaption, and adoption of, the process at hand.

Figure 7 Courtesy of Learning Guide Solutions

The cost of delivering training and maintaining it for Performance Support should be factored into our everyday training/support and performance related budget plans. In Figure 7, we can see the benefit that Performance Support can provide. Retention of training material reduces drastically after a 3 week period has lapsed, while performance support (Figure 7) enables the retention-rate to increase, as timely training or reminders of the course material are provided.

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SUMMARY In today’s world, application and maintenance of knowledge is paramount for businesses to succeed. We need to encourage and enable employees to successfully adopt and apply new processes, skills, tasks, systems, and policies. Traditionalists & Baby Boomers need to provide the Gen-X and Millennial workers with information on the tasks at hand. This group (the Boomers & Traditionalists) possess the years of experience that have molded the working environment the newer generations now hold. However, current blended learning solutions with modules that are 20-30 minutes in length, do not endear the learner to be quick and prompt in remembering or adapting to the new skill they need to perform in their role. Furthermore, existing classroom training does not provide an effective, immediate, or sustainable impact on employee adoption of business processes and applications. Electronic Performance Support, contextual to the specific question in hand will, however, provide this much needed impact. Our current training programs focus too much on the training of the individual and not enough on the support of the individual. When people hear these statistics they will typically employ more headcount in their helpdesk function, or implement a knowledge-base system, when this does not need to be the case. More often than not, the information already exists within the walls and systems of your firm, so there is no need to ramp up systems or headcount on a helpdesk. It is time to re-use the content already created, and deliver it to the user’s desktop when they need it. Delivered with a new application, Performance Support can underline best practices, case studies, direct end-users to the correct learning-piece, cross-reference materials within other domains, provide links to additional information, and act as an instant librarian bringing their immediate training/knowledge needs directly to a users’ desktop. At the pace that software and technology changes, jobs require constant adaptation to deal with new information and new task requirements. In this context, the distinction between learning and work will disappear, and a trend toward integrating training with on-the-job activities will result. This trend will extend itself to the point that training, as a distinct function, will no longer Page | 16

be the primary learning-vehicle for many types of jobs, and companies will lean toward a preference for on-the-job information systems instead. One of the greatest challenges to an organization today is how to disseminate information and track its knowledge distribution while ensuring that employees aren’t overwhelmed with training that only relates to 1% of one’s working day. Indeed, this balance straddles a fine line, and it is essential that we monitor staff ability to put that knowledge into their working day and to enhance their performance. Performance Support can assist organizations in reducing training budgets while increasing productivity and performance. Performance Support essentially can be anything that enables someone to perform better with any given task; be it a textbook for a student, or an iPhone® application for a bartender6. In an age where the iPhone® combines applications that could even support a carpenter7 while working, performance support is electronically at-hand.

®

6

http://online.wsj.com/article/SB123336498619035515.html Just Add iPhone and Stir: Apps for Mixologists

7

http://blog.wired.com/gadgets/2008/07/a-level-virtual.html A level : iPhone® Spirit Level

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EPSS SOFTWARE PROVIDERS As with any software application, there will be free tools, basic tools sets, and advanced solutions.

In forming opinions about various Electronic Performance Support Tools in the

marketplace, I sought out conversations with various firms operating in the Performance Support and EPSS marketplace. Below are some of the products whose representatives I spoke with during the course of my research.

The text and graphics in the below examples are taken

directly from their own individual websites. 2WORK!EPSS (http://www.2worknow.com) The 2Work! EPSS is software that works concurrently with web-based enterprise applications, custom browser-based applications, or internet-based portal sites to deliver relevant information. Users select from three types of index tabs to provide a variety of information about the application page they see: •

“Tracking” tabs display context-sensitive content for pages, fields, links, or forms. As the user moves the mouse pointer over one of these objects (or tabs to a field), the relevant content appears automatically.

•

“Process” tabs deliver context-sensitive step-by-step workflow instructions.

•

“Resource” tabs connect to non-application specific content such as online libraries, policies, web-based training modules, video clips, or audio files that provide additional job-related information.

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The 2Work! EPSS includes an Administrator’s Toolbox designed so a non-technical administrator can easily maintain the system and the content. All Toolbox functions are accomplished using a full-featured GUI interface and an HTML editor that works just like a word processor. You can also use your favorite HTML tool such as Dreamweaver™ or FrontPage™ to create content. Up-to-date material from existing training or reference manuals can usually be cut and pasted, or linked, to rapidly build or modify content.

•

Use it with any browser-based, HTML-delivered application

•

End users require no downloads to the desktop

•

Employs proxy technology—does not require integration into the target application

•

Runs under Netscape 6+ or Internet Explorer 5.5+

•

Runs under a variety of platforms

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ASSIMA PERFORMANCE SOLUTION (http://www.assimainc.com) Assima Performance Suite (APS) from Assima Inc, GA provides EPSS in the form of an overlay on top of the application to help increase Users' performance in a given application. It links content or information with a precise application context, and allows application business rules to be controlled by this overlay. The product was initially developed as an add-on to Assima’s Training Suite (ATS) but can now be purchased as an application in its own right. Uniquely,

APS

captures

a

type

of

contextual fingerprint as the user is navigating in the real application, in the production

environment,

their daily tasks. “fingerprinted” existing

performing

When

context

pre-recorded

the user’s

matches context,

an APS

pushes out content to appear right at that point of need. APS supports several levels of content which they provide as part of the toolset. •

eNotes - information pieces inserted into a modal electronic post-it;

•

Contextual Tooltips - context-linked icons which expand into electronic post-its;

•

User Requests - in-context user questions, the answer for which will also appear in context;

•

Business Rules - slight modifications of the behavior of the real application depending on preset information. Page | 20

•

Publish APS content to the end user, by role, by project, by date

The user automatically receives APS content updates on their system, and benefits from the pushed information informing of best practice and business changes.

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ASSISTWARE (http://www.baydon-solutions.com ) Assistware’s EPSS tool was first developed in the late 90’s, it has evolved with demands and provides a toolbar within the application from which to activate Performance Support. The Assistware Guide works with each employee as they complete transactions within their web based IT applications. While sitting inside the browser, the Guide observes the employee’s activity. As predicaments are reached that may need support and guidance, the Guide alerts the employee so they can take advantage of the support and learning that best suits their immediate needs. The Guide can keep an eye on screens, processes, transactions and most IT application elements such as fields, dialogs, hyperlinks, and graphic elements. The Assistware Author Tool is used most typically by non technical Authors. They can easily

build

a

approach

to

Support

and

Learning

'Push'-based Performance Contextual

solutions

for

employees, so they can have the support and information they need while they work. The Authoring Tool, enables a very simple workflow. Allowing authors to focus on the content and instructional quality of the materials they are developing. The Author Tool sits in the browser alongside the Web based software application to be supported. The Author can browse to and locate the exact content to support each predicament. A simple click and drag action lets the Guide know what content to deliver to the employee. The information is then stored in a central Folder or Album location. This provides for a single point of maintenance and minimal network implications. Content relevant to the task in hand will now be pushed to employees as they work.

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DATANGO (http://www.datango.com) datango was established in 1999 in Berlin, Germany, and meanwhile operates internationally, especially also within the US. datango has been working very hard at the cutting edge of simulation and performance training technology for nearly a decade succeeding in 2008 by being again certified as a SAP Netweaver Integration partner. The datango navigator provides employees with context-sensitive, user specific guides which navigate them through complete processes directly in the real application on field level. Interactions can be automated such as click sequences, verifying settings, or validating/reading field values enabling employee performance to be further improved - without overworking the helpdesk. With the help of hints and controlling features on the level of the screen and field at hand, the user can be taken through every process step in the application to be performed. The implementation of these help features can be adjusted according to preference or problem. The datango trainer uses your pre-existing browser for fast response, and is plug-in-free for any reproduction of courses, with or without audio. All material can also be automatically generated into multiple languages providing a global enterprise training solution. Using datango, the user is provided with step by step support for enterprise applications such as SAP or Oracle - either in a simulated environment or in the live application, according to specific needs of an individual customer.

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EPIPLEX500 (http://www.epiance.com) epiplex500 by Epiance, India, delivers unprecedented speed, flexibility and ease of use as it provides a tool to enable the automatic creation of documentation, simulations and live in-application software support for almost all MS Windows based applications including major enterprise systems. The product is able to provide extensive customization and editing capabilities. Generate an interactive library of transaction processes complete with screenshots and step by step instruction, ready to enable end users, project managers, process/business analysts/consultants to create simulated real time environments corresponding to their role and their need. Their EPSS feature provides real time contextual support to the users ‘live' in their application environment. Documents and Simulations can also be generated in multiple languages making epiplex500 a truly global enterprise solution. epiplex500 provides a collaborative authoring environment where multiple authors and developers can store competed learning materials for later deployment to end users, with its own content management feature. •

Audio-Visual Simulation (Playback, Practice and Test modes) in the following formats

•

Web Based (DHTML) – SCORM Compliant

•

Flash Movie (.swf) – SCORM Compliant

•

Workflow based

•

Documents (Software Documentation, User guides, System procedure guides, Training manuals, Training slides, Task ‘Cue' cards) in the following formats:

•

Flash Simulation outputs

•

Microsoft® Word (.doc)

•

PDF (.pdf)

•

MS PowerPoint (.ppt)

•

XML (.XML DocBook Compliant)

•

Online Assessments (HTML)

•

Online Web Presentation

LEARNING GUIDE MANAGER (http://www.learningguide.us)

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LearningGuide Manager by Learning Guide Solutions, provides a process-embedded performance support solution which is offered as fingertip knowledge at the critical moment of need utilizing a tiered support structure to the level of support required. The information needed is targeted and organized by embedding the solution directly into the employee’s applications or workflows. This product provides clear and immediate support to the user by providing just the right amount of information at just the right time, enabling integration to both your business processes and any underlying IT systems or tasks. The product provides context sensitive support and either a task-based, role-based, or process-based orientation so users quickly receive the most relevant information at their moment of need. Their product enables organizations to get the most out of their solutions by providing a personalized support program designed for each participant. Using a simple survey LG Advisor evaluates an employee’s skills and designs an individual planned support program to help that employee develop new skills and transfer existing skills. It can be customized to meet specific requirements of any application or soft skill need.

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LearningGuide also provides a reporting module to process real-time

data

on

how

individuals

and

groups

are

utilizing

the

Learning

Guide

performance support solution to enhance

their

productivity;

providing a traceable means of measuring ROI. These simple reports

can

organization

assist in

an

assessing

potential obstacles to performance such as less than optimal business processes. LG Statistics is a server-based application that combines lists of users and objects with logging information from a web server to identify when a user (or a group) accesses topics within a Learning Guide publication. The publishing functionality enables output to multiple formats from a single-source of content. The current output options include HTML, PDF, CHM (Windows Help File), SCORM, and XML. For each output there is the ability to configure a variety of options to tailor the publication to the specific needs of your organization. There is also the ability to select a number of graphical user interfaces, including having custom interfaces developed, to match your corporate guidelines and company culture.

LearningGuide also offers cost-effective, turn-key EPSS content solutions for popular desktop applications such as Microsoft® Office® 2007/2003, Access, Windows Vista/XP, Project, Visio, and Lotus Notes. They also offer baseline content which provides generic support for applications such as SharePoint, Documentum, Filenet, HP OpenView, and Salesforce.com all of which can be further tailored to fit your organizations specific needs and environment.

Anybody wishing to implement a dynamic, efficient and effective Performance Solution, should definately take a look at this product. LearningGuideSolutions truly understands the different mechanisms and processes required to agent learners requirements.

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SHO (http://www.transcensus.com), UTAH The Transcensus SHO platform embeds instruction and user assistance directly into the workflow of an application. SHO consists of two products, namely SHO Guide, which is used to capture and deploy workflows into playable scripts; and SHO Player, a lightweight playback application installed on a system to enable playback of SHO scripts. Built-in verification features capture and track mouse clicks, keystrokes and other forms of user input while providing feedback to keep the user on track during execution of a SHO script. Once you have completed development of your performance support resource, you can publish your content to a format that can be accessed, but not edited by the software user. SHO Guide provides a simple and easy-to-use interface for publishing

your

finished

content. SHO Guide lets you specify the languages to which you wish to publish the content. If using video

or

sound

in

your

presentation, SHO Guide also lets you specify whether or not you wish to embed those resources in the published file or maintain them separately so they can be referenced when needed. You can choose to store your published script resources in a central repository from which a user can access them over a network or the Internet, or you can deliver them with your product or internal software deployment. Unlike static performance support content or interactive simulations, this advanced capability allows you to automate certain steps within the software process, meaning that you can allow the SHO script to complete individual tasks for the user live in the software application, or if you prefer, you can automate the entire procedure.

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STT TRAINER (http://www.stt.com) STT Trainer provides enterprises with an innovative training solution that allows them to quickly create and deliver business application training for various endusers offering advanced learning techniques to engage the learner and increase knowledge retention. STT Trainer provides EPSS assistance in the form of STT Trainer | Help. Help can be initiated in many ways - from a simple search button that opens a new window where users can search for relevant training lessons, to an integrated link in the live application that automatically searches for lessons relevant to the current application, and displays them in Live Help mode.

Live Help assists users while they’re working in the live application. In this mode, the STT Trainer instruction box appears as a pop-up window, showing only a few steps at a time along with a cropped section of the screen. The instruction box guides the user along while he or she performs the steps directly in the live application.

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SUPPORTPOINT (http://www.panviva.com) SupportPoint utilizes proprietary context-sensitive search capabilities using context-identification techniques that sense and respond to application currently on screen. SupportPoint delivers the most relevant support content based on the user’s profile and current activity the product can guide end-users through a process flow, a procedure or a series of multiple choice questions to provide step-by-step decision guidance. Content layering using nested pop-ups and expansion text ensures succinct, easy

to

follow and consistent presentation. Content is layered using nested folder, pop-ups, and expansion text ensuring easy

to

follow

and

consistent

presentation What makes SupportPoint unique is the

combination

of

the

Viewer

presentation layer in conjunction with action-oriented content design that is totally focused on what is relevant in real-time, without the distractions and information overload of intranet and other content systems. SupportPoint can be deployed as a fully-functional stand-alone module that includes the content most relevant to each

user’s

performance

role,

providing

support

to

those

remote users in the field.

End

users can ask questions through SupportPoint as well as adding personalized notes to documents. These notes and questions offer valuable

feedback

to

content

owners, who can then improve content on an ongoing basis. There is

an

automated

notification

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capability that informs end users when a change to content has been made. Content developed within SupportPoint can be deployed to a website or a corporate intranet. Content can be synchronized for global and local distribution, notifying regional levels when corporate changes to the baseline content takes place. Local content owners can then easily choose to incorporate the updates into their localized content. Content management is very powerful with capabilities including centralized content storage, authoring workflows, revision comparisons, audit trails and image and document asset management.

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UPERFORM (http://www.rwd.com) RWD uPerform® is a comprehensive performance support tool for the collaborative creation, storage and management of application simulations, procedural documentation, and eLearning courses. Uniquely they offer advanced collaboration features, and acts as a central support for process execution, including the ability to: •

Store all your organization’s knowledge, business processes and training materials

•

Organize materials by job, location, division, author or other category

•

Simultaneously create training and performance support materials and simulations

•

Control the authoring process by managing template design, editing, and document location

•

Manage large-scale documentation projects

Unique to other tools on the market the product enables collaboration by enabling participating in author-to-author, author-to-reviewer, author-to-end user, and end user-to-end user discussions. Users are able to view feedback from other subject matter experts and users plus add, update, and delete annotations to provide online comments to content, and utilizes a “tell others” feature to send information links to other users this give a social media aspect to Performance Support along with the ability to subscribe to an item, page, or discussion to receive notifications about content changes

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REFERENCES Atalib, H. (2002). ROI Calculations for electronic performance support systems, Performance Improvement Benzanson, W.R. (2002). Performance Support Solutions: Achieving Goals through Enabling User Performance. Bezanson, W.R., "Performance support: On-line, integrated documentation and training," SIGDOC '95, Bramer, W & Senbetter, G (1993). The new wave of performance support, Chief Information Officer Journal (Sept/Oct) Chang, Chi-Cheng (2004). The Relationship between the Performance and the Perceived Benefits of Using an Electronic Performance Support System, Innovations in Education and Teaching International. Clarey, J (2008). Multi-Generational Learning in the Workplace, Brandon Hall Research, Dickleman, G, (2003). EPSS Revisited: A Lifecycle for Developing Performance-Centered Systems Gery, G., (1991). Electronic performance support systems. Boston: Weingarten Publications. Gery, G., (1995). "Attributes and behavior of performance-centered systems," Performance Improvement Quarterly, 1995 Mao, Ji-Ye (2004). Electronic Performance Support: An End-User Training Perspective, Journal of Information Technology Theory and Application McGraw B, McGraw K. (1993). Design a performance support system for database retrieval in Proceedings of the 1993 NSPI conference: Performance Technology McGraw, K. (1994). Developing a user-centric EPSS, Technical & Skills Training. Mosher B. & Gottfredson, G. (2008). Performer Support: Learning @ the Moment of Need http://performancesupport.blogspot.com/

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Raybould, G., (1995). 'Making a case for EPSS'. Innovations in Education and Training

International Raybould, B (1997). The Five Phases of Migration from Training to Knowledge Management Raybould, B., (1995)"Performance support engineering: An emerging development methodology for enabling organizational learning," Performance Improvement Quarterly, 1995 Savannah, Georgia Stary, C., & Stoiber, S., (2008). University of Linz, Department of Business Information Systems, Communications Engineering Woodill, G. (2008). Emerging Technologies White Paper, Brandon Hall Research

Internet Resources Definitions retrieved from: http://www.wikepedia.org PC Magazine: http://www.pcmag.com/encyclopedia_term/0,2542,t=EPSS&i=42707,00.asp Wall Street Journal:

http://online.wsj.com/article/SB123336498619035515.html

Learning Town Forum: http://www.learningtown.com/

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