Definitions of Performance Support
What is Performance Support:
Performance Support (PS) is any learning modality, resource or asset which is accessible and applicable at the moment of need. It is embedded in the work process such that the learning is accessed in the context of the work flow and helps solve a very specific business problem. Fundamentally, PS can be grouped into two categories: Paper-based or Electronic. Paper-based is the oldest form of performance support and one that’s taken an unfortunate backseat to its more “flashy” counterparts. Paper-based PS includes job-aides and quick references. These tools can be seen in most workspaces in the form of yellow “post-it-notes” surrounding someone’s monitor, but they can also be a much more elaborate, structured and individually tailored form factor designed to optimize their overall effectiveness. Electronic PS, often called EPSS, is typically found on a PC, BUT is increasingly being accessed on MP3 players and other hand-held devices. Many of us remember the earliest forms of this solution as the “F1” key or help menu found in most of the early PC applications. Google searches can easily fall into this category, but sometimes find more than what a user needs or wants. More advanced versions of EPSS offer a contextual, process-embedded and immediate solution. This requires development of an overarching strategy built upon upfront analysis, planning and design.
What Performance Support is Not:
Performance Support is not instructor-led training, e-learning, workshops or other forms of formal instruction. These should be supported by PS but they are not in and of themselves Performance Support. Formal training is designed to educate a learner who has little to no background or prior knowledge of the environment or outcome. It does a wonderful job of bringing learners to a common level and continuing the learning process. Performance Support focuses on application of that learning and helps bring all the knowledge gained through formal instruction to life.
Definitions from the Community:
"The ability/capability, the tools and resources to access knowledge quickly, at will, as part of your workflow, in a chosen venue to support learning at the moment of need"
"Real-time, focused assistance (tools and resources) provided electronically in accomplishment of a task or longer term, the modification of a behavior"
"Organized and easily accessible resources when they need it such as coaching, mentoring, learning, job-aides"
"Specfic/focused assistance accessible at the point of need to perform a function or task"
"Right-sized contextually relevant information (any media) available and usable at the moment of need"
"Faciliation of tasks leading to great accomplishment through the use of tools and communities providing what you need when, where, and how you need it"
"A dynamic System of tools or methods that provide immediate information, advice, or guidance in a time of relevance."
"J.I.T tools and information that support learning and performance and can lead to learning over time."
"Connecting users to the right information, at the right time, - when they need it and customized to their needs"
"Tools and techniques to support the spectrum of organizational objectives at the moment of need"
"P.S. provides what is needed a the right time, in the right amount, in the right way to empower the individual to perform effectively."
"P.S. is placing the right (correct) knowledge in a context that is meaningful to the users at the time of need."
"Connecting people to the information they need, when they need it, where they need it, and in the form they need it to support the successful completion of a task."
"Accessible, simple, empowering by rignt information, right user, right channel, right time - able to solve a problem when needed"
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