Joan Somerville is a program leader and senior advisor with the Canada Revenue Agency. While she started out her career in social work and then commissionable sales, she eventually moved to the world of L&D through a role in sales management and training. Joan joined the public service in mid-life and founded the Canada Revenue Agency’s first electronic performance support system, KnowHow. KnowHow has spawned three more technical performance support systems and is the largest purveyor of video in the agency.