1. Think Big – Start Small Hal Christensen Christensen/Roberts Solutions June 13, 2013

2. AGENDA What is Performance Support? Why Performance Support? Why now? Performance Support Models Think Big – Start Small

3. Training vs Performance Support • During Training, workers acquire knowledge.They • learn the knowledge, • store it in memory, • retrieve it later on the job • During Performance, workers apply knowledge. They • retrieve the knowledge, • apply it directly to the job at hand, • within the flow of the work

4. Training Assumptions • The underlying assumptions of formal training are that workers will: • Learn all they need to know in their training courses • Store in memory all they have learned • Retrieve all they need to know at the Point of Performance • Continue to rely on the same knowledge over time

5. Training Assumptions • The underlying assumptions of formal training are that workers will: • Learn all they need to know in their training courses • Store in memory all they have learned • Retrieve all they need to know at the Point of Performance • Continue to rely on the same knowledge over time But what happens if they don’t or can’t?

6. Performance Gaps Competence What Organizations Need Gap Gap Gap What Training Delivers Training invariably leaves gaps between the workers' performance and the performance the organization needs. Time

7. The Workplace Maze A Typical Workplace Today

8. The Challenge It’s time to face today’s reality-- The amount of knowledge workers need today in order to do their work successfully exceeds the amount they are able learn and recall.

9. The Challenge It’s time to face today’s reality-- The amount of knowledge workers need today in order to do their work successfully exceeds the amount they are able learn and recall. Put another way, we are continually asking workers to do tasks they do not know how to do.

10. One Option

11. One Option Refined What if we made use of Outsourced Memory instead of only human memory?

12. My Favorite Vulcan

13. Performance without Memorization

15. PS: Cookbook on Steroids Today’s technologies can make the cookbook even more powerful Accessible Contextual Actionable Current

16. What is Performance Support? Precise instructions, guidance, and tools delivered to workers directly at the Point of Performance to make it easier for them to get their work done as effectively and efficiently as possible. This is done by facilitating workers’ path through the work maze, either by removing the walls and barriers or by assisting/guiding/coaching them through the path to their destination.

17. Benefits of Performance Support If you make it easier for people to get their work done, good things must follow: • A higher level of employee effectiveness • Competent performance sustained over time • Significantly reduced ramp-up time • Improved management, employee, and customer satisfaction • Stronger bottom line

18. Performance Support Models The Sidekick Model The Planner / Toolkit Model Self-Development / Coaching Model

19. Performance Support Models The Sidekick Model • Generally supports procedures • Directly applicable to the task at hand • Commonly used to support tasks within a computer application

20. Performance Support Models The Planner / Toolkit Model • Generally supports processes and interconnected tasks • Commonly used to support planning activities before an event or follow-up tasks after an event • Includes numerous tools (checklists, tips, decision trees, templates, etc.) to reduce the amount of learning required

21. Performance Support Models The Self-Development / Coaching Model • Integrates process and procedural help (Sidekicks and Planners) with self-development activities • competency and skill development • coaching/mentoring • Supports goal-setting and reflective journaling

22. Performance Support Attributes Accessible Contextual Actionable Current

23. Think Big - Start Small • Create a Proof of Concept • Cookbook metaphor (Make it easier for workers to get their work done) • Use low-cost tools and existing content where possible • Demonstrate the value and benefits of the PS solution • Sell up

24. Introduction toPerformance Support Solutions Hal Christensen Christensen/Roberts Solutions hchristensen@crsol.com www.linkedin.com/in/halchristensen