The shift towards performance support is a journey—a journey that is just beginning for many organizations. For other organizations, the journey has been ongoing. They have encountered challenges and barriers and built strategies to overcome them. There is much that can be learned from an organization that has already travelled down the performance support road. 

How can you infuse a low cost, nimble, performance support solution when your organization is about to change core applications? How do you provide just-in-time learning to keep the momentum of a learning strategy going when all the systems they use are changing? It might seem insurmountable, but it can be done—usually with the tools you already have.

There’s been a lot of talk in recent years around the benefits of “flipping the classroom.” This conversation normally centers on having learners watch lectures on their own—outside the classroom—so that classroom time can be spent on interactive applications of the content. It’s a model that a number of organizations and institutions support. But is it enough? 

Despite a limited budget and a history of “check the box” training, Aristocrat Technologies organization wanted to increase just-in-time training by providing easy to consume nuggets. Management wanted tests that showed that workers knew the content at a specific point in time, but were less concerned with the worker knowing the content when needed. It wanted to find ways to address these just-in-time needs while still providing the content knowledge expectations desired by management.

While the shift to performance support can be a difficult one for learning leaders to put into practice, for many it is exactly what they’re ready to do—making specific work tasks faster, easier, and more reliable, at the time of need. This session will explore how organizations like Pfizer and Uni-Select have partnered with Axonify to evolve their learning strategy to deliver a combined knowledge and performance support solution that connects employees to what they need when they need it. Attendees will see how leading organizations have deployed a fully integrated performance support solution that includes a robust content library, ask-the-expert functionality, daily bite-sized learning, and more.

The know-it-all’s days are over. No more is the single person who has all of the answers valued in an organization. This person represents not an asset, but a risk. However, knowing that the information the expert has needs to be shared is the easy part; enabling them to share is something else.

A knowledge management (KM) system had been introduced at CISCO for internal use to drive consistency and track common HR issues. However, little thought had been devoted to training or supporting contact center agents in their transition and beyond, and no additional budget was available.

The use of video for performance support has been widely employed for many years. Millions of videos are available online (e.g., YouTube). Learning institutions are videotaping lectures and creating vast digital libraries of content. The use of video has become pervasive, and for good reason. Video-based content can be more engaging and has been proven to increase learner retention. Innovations in technology have triggered an explosion in the use of video for learning and performance support. How can learning professionals join the revolution?

Let’s support the WHOLE job. Provide what learners need even when they don’t know what they need. In discussions about training in the workplace, the focus is too often on the satisfaction of the learner or worker. It is time to turn our attention to other stakeholders—business leaders and subject matter experts. A lot of time, attention, and money are often dedicated to ensuring the worker has the ability to search for and find answers to questions or guidance they need. However, when there are changes to systems, processes, markets, customers, equipment, environment, organization, or any aspect of the business, they may not even be aware they are missing information.

There’s such a wide variety of EPSS solutions available today, ranging from job aids to just-in-time, context-sensitive support platforms. So what factors should you take into consideration when selecting the right solution for your organization, and once deployed, how can you determine the ROI on the solution you chose? Join us to answer these questions and hear from Time Warner Cable how they have measured the efficacy of performance support in their organization.

At first blush, the mobile platform seems like an ideal performance support delivery approach. First, there is an audience in need of training reinforcement as they return to the workplace after instructor-led and eLearning formal training. Secondly, nearly everyone has a mobile device in their possession—even on the job—these days, whether it is their personal device or supplied by the enterprise. The good news is that it truly is an ideal performance support opportunity. Learners need useful content on the job and at the time of need. The bad news is that there are a myriad of ways to do it wrong or ineffectively.

Front line insurance sales and customer service representatives typically have only a cursory knowledge of the back end claims systems and workflows. But today‘s business insurance customers are asking increasingly difficult questions and demanding clear competitive differentiation. How does a large, dispersed organization such as The Hartford provide claims systems and process support to non-claims personnel?

Defense Acquisition University’s (DAU) mission and vision require more than just training. Its mission requires it to provide the award-winning certification training that DAU is known for. For these professionals to be truly successful, however, its mission also requires it to serve them well beyond their last certification class with learning assets such as knowledge sharing and mission assistance. DAU’s vision is to continue to be successful in the future by improving all three domains of its new acquisition learning model, and integrating those domains to create the best possible learning environment, combining and focusing all activities on individual and organizational performance.

Employee errors are no joke! Simple mistakes can affect customer satisfaction while refunds or returns affect the bottom line. While changing human behavior to reduce common mistakes in the work process is the ideal, sometimes you simply can’t. When faced with this challenge, Deluxe Corp. looked to performance support for an answer.

Our ultimate goal is for everyone to be an expert. How can we lose? Guide it with an effective strategy. Execute it on a solid platform.

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.

Performance support is a journey, not a destination. What works for an organization that is just starting down this road looks very different from what works for an organization that has been effectively utilizing performance support strategies for years.

Performance support has become an ever-more powerful proposition with the advent of mobile devices that can deliver to learners wherever they are. It can help learners apply what they have learned back in the workplace or even replace the need for upfront training. And the future is exciting, because mobile performance support will be adaptive and contextual, turning iDevices into a combination of coach and personal assistant, and bridging the gap between the classroom and the workplace. But getting started isn‘t always easy.

As we move, albeit haltingly, to more independent and technology-enabled learning and performance support, participants enjoy choice. Lots of it. They choose to participate, engage, and contribute. Or they can choose to skip your learning program entirely.

You need a performance support solution, but getting approval to implement a larger, more costly solution takes time—if you have the budget at all. But maybe you don’t need the larger, more costly system. Maybe you can start your performance support journey using tools you already have available.

W.W. Grainger, a global industrial supply distribution company with thousands of users across 369 branches, 15 distribution centers, and a growing online presence, needs to prepare their end-users for a big change: an SAP Enterprise Resource Planning (ERP) deployment supporting the business in Mexico and Canada. Multiple geographically dispersed locations make traditional instructor-led training expensive, complicated, and risky.

When formal learning finishes, we release learners back into their everyday reality, back into a structure that includes both formal hierarchies of support as well as social structures we can call “tribes.“ These are the communities where workers make sense of the learning and rehearse new behaviors. But we don‘t have to leave this to chance. If we understand how these tribes form, how these communities work, and the types of roles we play in them, we can better support learners in these sense-making activities. All too often, we rely on the technology to do this, while in reality it‘s a social issue. Technology can‘t deliver great performance support without functioning communities, coherent tribes behind it.

Delivering performance support tools for sales can be a challenge. There are many approaches to consider, departments to align, and technology options to decipher, all in an effort to create a strategy and provide resources that will effectively support the performance of sales reps. A successful performance support strategy is absolutely critical for optimal sales productivity.

We often describe the shift towards performance support as a linear journey, one that continues in a single direction. The reality is quite different. Over time an organization’s utilization of performance support rises and falls with the changing tides. Managing your journey over the course of time can be a challenge. 

In large organizations, learning and performance support content typically develops over time in an organic, ad-hoc fashion until one day the organization realizes it has an unmoderated mass of content stored on file servers, intranet sites, and the LMS. As a result, employees don’t know what’s available and can’t find the content they need when they need it, falling back on familiar and possibly incomplete, inaccurate, or outdated information. To the organization, the task of making this mass of content easily accessible, usable, and targeted to workflow performance can be daunting, to say the least. Where and how to start?

Strategize, design, develop, implement, integrate, roadbock!, re-strategize, re-implement … the realities of doing performance support unfortunately seldom match up with the idealized stories you hear. Join practitioners and leaders from KPMG, Wells Fargo, and Ontuitive in this candid conversation about learning by doing, about moving forward around roadblocks, about constant tinkering, and about some surprising successes, too.

Adopting an embedded performance support (EPS) strategy is unlike most other learning initiatives because it involves a paradigm shift from learning to performance. As such, the presence of change—potentially transformational change—becomes a significant restrainer when attempts are made to disrupt familiar methodologies. In other words, the problem is effectively positioning the solution.

You’ve heard about performance support and hopefully tried a small project or two. Or maybe you’re excited by the idea and want to accelerate its growth in your organization. Once you get to initial buy-in, either just within your team or with a small group of initial clients, what’s next?

Your organization has been using performance support for some time. You’ve got resources and tools in place that are well received, and the buzz around what you’re doing seems overwhelmingly positive. It’s time to take your efforts to the next level. Anecdotal feedback is valuable, but most organizations need verifiable, data-driven analytics for major enterprise applications. 

Panviva will take an in-depth look at the challenges enterprises face when it comes to evolving and improving their performance support solutions. They will explore how information, access, and architecture play a role in driving productivity. Organizations can no longer think about departmental solutions, but must focus on an enterprise-wide approach that breaks down the silos of information to improve overall performance. In addition, Panviva will share the top secrets to help performance support professionals excel at training, retaining, and sharing mission critical information.

As a rapidly-growing cloud-based software platform, Avalara faced the challenge of doubling the number of customers implementing their software while growing the implementation team by less than 20 percent during the same time period. They needed to shift from a one-on-one and hands-on approach to software implementation in a scalable approach that enables customers to implement software on their own.

Performance support can truly transform the way an organization looks at training and the way it supports the workforce. However, the promise of such a transformation is about more than just the performance support tools and resources you provide. Truly transformational performance support programs go beyond the tools and resources and target the organizational culture.

Performance support is frequently addressed as an add-on solution or an adjunct to existing learning systems and processes based on a content-centric approach. This often leads to a disjointed user experience that in turn leads to lower rates of usage and poor return on investment.

Everyone wants just-in-time learning at the moment of need. Google set the expectation for this. “What I want to know, when I want to know it, and how I choose to learn it” is not only what employees expect, but this model has proven to improve business outcomes. As a learning leader you want to provide a performance support learning model, but that requires executive support, funding, IT support, and more. A performance support model requires changing the conversation with all the stakeholders.

Many ERP implementations typically involve a substantial training effort just before the system goes live. Louis van Cuijk will talk about the advantages of adding electronic performance support to the blended learning program and the positive impact this has on the risks and results of the implementation.

It is critical to have leadership support and funding for performance support to move forward. However, without proper personnel and expertise, there will not be desirable penetrations of performance support strategy. How can an organization build a team that is focused on performance support?

Software training traditionally focuses on the new bells and whistles that justify the latest version. This does nothing to prepare users for daily work with the tool and it doesn‘t provide the support when they need it. Organizations need more than just software training in order to maximize capital investments in software.

Performance support is very different from training. In a world where many people are conditioned to think that learning should look like school, with teachers, students, and formal instruction, it can be difficult to get the organization and its workers to adjust to a performance support approach.

The meteoric rise of mobile devices has opened up the opportunity make on-the-job performance support practical. The challenge is to get the right amount of the right content to the right place at the right time to enable improved performance and on-the-job learning.