Performance support has always been an important part of a successful workplace. Even as far back as 1990, Gloria Gery wrote a landmark book that defined EPPS (Electronic Performance Support Systems). And yet, 30 years later we are still talking about it as if it is a new concept.
Even the earliest computer-based training (CBT) included help menus and job aids. However, with the widespread introduction of tablets and smartphones into the workplace over the past 5 years, Performance Support has become more accessible for more workers—and even customers.
Couple this ease of availability with the adoption of microlearning—and suddenly Performance Support is the new kid on the block.
And while microlearning can have many purposes, one of the most appropriate is post-course support. It can be effectively used to reinforce key learning concepts and can also be organized as a learning library of sorts. This makes it possible for the learner to access short reference materials that are each laser-focused on a singular topic.
This brings us to performance support.
Let’s take a look at a specific example. Imagine with me for a minute:
Your favourite drink is a martini. And your favourite restaurant is ‘Tanya’s Bistro and Grill’. Tanya has done well, has 7 locations, and you love Tanya’s Signature Martini. Even when you are travelling, you look for the opportunity to stop in and have one of these treasured beverages. You have never been disappointed. No matter which location you go to, your martini is always perfect. You can count on it.
Now, think about Brian—he is the brand-new mixologist at the location near your home. You know that he has been in the business for several years, but he has only been working at Tanya’s for a couple of days—yet your martini is as perfect as ever. How did he do that?
Performance Support using microlearning—that’s how! You see, Tanya knows that customers depend on consistent quality when they visit one of her restaurants. She also knows that it can be challenging for a new hire to remember every detail. That’s why she implemented a Performance Support Program using tablets at key locations throughout her restaurants. This way, whenever an employee is not sure about something, he/she can pull up one of the 50 1-minute reference videos that she invested in creating last year. Now, employees come up with new ideas for reference tools to be included in the library. They have even started using Canva to create infographics to include as well.
And just like them, we want to be your partner in learning. Let’s plan to meet up for a virtual coffee on Zoom and chat about how we can help you ensure that your employees and customers have both the training and performance support they need in order to be successful.
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