ps symp webinar.6.27.12

Moving Beyond eLearning to Performance

Support!

Bob Mosher Chief Learning Evangelist

www.ontuitive.com

Level Setting Poll:What % of your current development involves Performance Support?

• 0%• Up to 25%• Up to 50%• Up to 75%• 100%

Copyright Ontuitive 2012

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."


Leaving this to chance extends

“Time to Competency”

T I M E T O C O M P E T E N C Y

Concept &Task Mastery

On-the-JobCompetence

T R A I N T R A N S F E R S U S T A I N

How well are you helpingto sustain competency in an ever-changing learning ecosystem?

Realize the TRUEValue of training!

Performance Support (PS) Infrastructure

58%

33%12%

ContinuousImprovement


Performance Support sustains competence in an ever-changing work environment

T I M E T O C O M P E T E N C Y

T R A I N T R A N S F E R S U S T A I N M E N T

Performance Support (PS) Infrastructure

Reference & Critical Skills Training

(Average 50% reduction in Time to Competency)

Concept &Task Mastery

On-the-JobCompetence

ContinuousImprovement


Supporting a The Entire Learning Journey: The 5 Moments of Need

1. When Learning for the First Time2. When Wanting to Learn More

3. When Trying to Apply and/or Remember4. When Something Goes Wrong5. When Something Changes

PerformanceSupport

(Application)

FormalInstruction(Acquisition)

Blended Learning?Blended Learning!


Polling Question:How well are you serving all 5 moments of need?

• Mostly moments 1-2• Got 1-2 covered and

am venturing into 3-5• Well balanced across

all 5 moments


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.”


An Example: SalesForce.com


The 5 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. Integrated with formal learning.


• 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

1. Aligned to deliver business impact.



Polling Question:Which of the following alignment issues are most important to the organization(s) you support? (pick your top 3)

• Successful performance of business critical skills• Reduced time to proficiency• Optimized business processes• Lower support costs• Increased user adoption


2. Embedded in the workflow (2 clicks in 10 seconds).

Close DistantP R O X I M I T Y

Instant

Lengthy

IM

ME

DI

AC

Y

• Embedded help • Web-delivered• Mobile-delivered• Print-delivered

“2-Clicks < 10 Seconds”



Polling Question:What content areas do you typically design for? (Pick all that apply)

• IT applications Training• Leadership Training• Sales Training• Product Training• Other “Softskill” training



2-clicks & 10-seconds

Workflow





Job Role





Circumstance



Polling Question:Which of the following learning assets do you see most commonly utilized in your learning solutions? (pick your top 3)

• Job Aids• SharePoint• E-learning• Communities of Practice• Help Desk


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


20Resources and Social Learning

Practice

Details

Total Learning and Support Framework

Training Objectives

Practice

Details

Steps

Components:

TEACHeLearning

Moments1 & 2

DOPerformance

Support

Moments3-5

Steps

ProcessTraining Objectives

Practice

Details

Steps

Moment of Need

4. Just Enough information to get the job done.



It’s all about ROI & Business Impact


• 86% daily use of PS solution

• 6-8% increase in daily work productivity

• 80:1 use ratio of Performance Support vs. traditional LMS e-learning based approach

• 15% year-over-year reduction in help desk calls

• Up to 70% reduction in Instructor-Led Training

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


Polling Question:How does adding Performance Support change the classroom? (Pick all that apply)

• Makes it shorter• Lets it concentrate on critical skills• Allows the content to be more scenario

focused• Increases critical thinking skills• Frees the instructor to do more

facilitation than lecture


5. Integrated with formal learning

InformalLearning

Inst

ruct

or

Aid

ed L

earn

ing

Instructional Time

Sel

f-D

irec

ted

Lea

rnin

g

Peers

PerformanceSupport

Materials

EmbeddedPerformance Support

Solution



A Checklist for Building a Performance 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 Budgetso you can see it through. Commitment follows dollars.

Check your Methodology

to optimize development of true blended learning.


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 PombriantCopyright Ontuitive 2012Copyright Ontuitive 2012

"Behold the turtle. He makes progress only when he sticks his neck out."

James Bryant Conant

Thank you for participating AND please join me in the journey!!

[email protected] Twitter: @bmosh


ps symp webinar.6.27.12

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