Delivering precise information in real time is vital in successful implementation of any performance support strategy or system. Due to the on-demand and just-in-time nature of performance support, pre-defined and structured content results in multiple issues including undesired performance, pushing irrelevant information, lack of interest, and more. Knowing that linear learning is not capable of fulfilling performance support needs, many organizations are unsure about choosing the right path for creating content.

If you only have to perform a task once a year will you remember what you need to do from the 30 minute online course you took last year? Learning professionals are often asked by stakeholders to create an online course, and we often realize a course is not the best solution. We need to ensure that people can find the resources they need to successfully complete a task at the time they need to do it, and we need to make stakeholders understand this need as well.

Subject matter experts have deep content knowledge, but too-often default to lecture-based methods of training delivery. This results in a poor learner experience during the session and rarely translates to an on-the-job behavior change as a result of these sessions. Even when SMEs are trained and motivated to design better learning experiences, they often reverted to lecture-based instructional techniques and one-off training interventions when they were called upon to deliver future training workshops.

With employees unable to retrieve up to 90 percent of information from initial onboarding, organizations need a way to reinforce training programs for maximum knowledge retrieval and provide support to ensure reps are fully productive, all at less cost. Moreover, learning management systems are not innate to the daily rituals of workers and as a result, there is a disconnect between training and the workforce.

The fundamental guiding principles of performance support. What are they, and how can you successfully implement them in the workflow for both IT and non-IT programs? This session will be about practical, real-world examples of how to support your workforce across all Moments of Need.