This document summarizes a webinar on "smart" performance support. It discusses how performance support has traditionally required users to initiate interactions but new approaches will enable support to be embedded in workflows and adapt to individual needs. It outlines a spectrum from scattered to automated support and how the goal is to achieve transformational "smart" support that is embedded, contextual and provides just enough information. The webinar will cover assessing learning needs, the benefits of smart support and next steps for organizations.
8. The PS Spectrum
It gets “smart” at 4…
Scattered
Information Support
Targeted
Information Support
Targeted
Performance Support
Smart
Performance Support
Automated
Performance Support
1. Low 3. Tangible 5. Transformational2. Marginal 4. Significant
• Shallow
• Haphazard access
• Flat
• Narrow
• Restricted access
• Limited
• Deep
• Rapid Access
• Task-Based
• Deep and Broad
• Smart Access
• Step-Based
• Deeper
• Automated
Access
• Step-Based
Embedded
Context
Just Enough
9. This is “smart” PS
Level Four: Significant
1. Low 3. Tangible 5. Transformational2. Marginal 4. Significant
Automated
Performance Support Deeper
Automated Access
Step-Based Support
Nested within an application
and a business process
Automatically adjusts to context
Driven by business rules
EMBEDDED
CONTEXTUAL
JUST ENOUGH
10. This is “smarter” PS
Level Five: Transformational
1. Low 3. Tangible 5. Transformational2. Marginal 4. Significant
Smart
Performance Support Deep and Broad
Smart Access
Step-Based Support
Integrated across applications and the
broader business
Observes and evolves
Driven by business rules and behavior
EMBEDDED
CONTEXTUAL
JUST ENOUGH
11. The future of PS
You know how…
• Netflix suggests videos to watch;
• TiVo records programs on its own, just in case we’re
interested;
• Pandora builds personalized music streams by predicting what
we’ll want to listen to; and,
• Amazon goes so far as to have ALL of these tailored-to-me
categories:
• More items to consider
• Related to items you’ve viewed
• Inspired by your browsing history
• Additional items to explore
• New for you
• What other customers are looking at now
This summary show how performance support evolves across the Spectrum.<click>
The benefits grow exponentially with true automated performance support. At this level, support is nested even more deeply into the applications used within a business process. Support automatically adjusts based on the actual step the worker is on. It also is driven by business rules to ensure that the user not only can perform the task within the software, but can do so with the expected output that the business needs. Integrating business rules into the performance support logic, which then watches the workers and uses the rules to make recommendations based on their actions, helps users perform effectively with a minimum amount of waste, expense, or unnecessary effort. It delivers significant business impact to the organization.
“Smart” performance support delivers Transformational business impact to organizations. It integrates all the power of “Targeted Performance Support” and “Automated Performance Support” and makes it available as people move through the broader workflow process. When a performer moves from application to the workflow, to a different application, and then back to the first application, the PS solution tracks where they are and provides what they need. It also learns and gets smarter based on the performance patterns of others. It's very similar in the way that companies such as Amazon use data to learn from buying patterns in order to recommend new things. The capacity to support performance across applications in a broader workflow process is in place today. However, the ability for a PS solution to learn and adapt is still in its early stages. Stay tuned, though. PS is getting smarter.
“Smart” performance support delivers Transformational business impact to organizations. It integrates all the power of “Targeted Performance Support” and “Automated Performance Support” and makes it available as people move through the broader workflow process. When a performer moves from application to the workflow, to a different application, and then back to the first application, the PS solution tracks where they are and provides what they need. It also learns and gets smarter based on the performance patterns of others. It's very similar in the way that companies such as Amazon use data to learn from buying patterns in order to recommend new things. The capacity to support performance across applications in a broader workflow process is in place today. However, the ability for a PS solution to learn and adapt is still in its early stages. Stay tuned, though. PS is getting smarter.
Based on 137 respondentsMany of the “other” respondents were “we assess their needs”
Based on 137 respondentsMany of the “other” respondents were “we assess their needs”
The reason why this matters so much is that the business benefit derived at each stages goes up exponentially<click>Just think about the productivity improvements as PS gets goes from information to easy-to-follow, step-by-step support, and then gets more embedded and smarter. Productivity leaps ahead.<click>The same is true for support costs. The more “convenient” and the smarter PS gets, the better it does solving the users problem without calling the help desk.<click>With rapid access to support employees are much more likely to follow processes rather than veering off-course<click>And with good performance support training time can be significantly reduced because you don’t need to teach everything people need to know, you just need to show them where to find answers.
The reason why this matters so much is that the business benefit derived at each stages goes up exponentially<click>Just think about the productivity improvements as PS gets goes from information to easy-to-follow, step-by-step support, and then gets more embedded and smarter. Productivity leaps ahead.<click>The same is true for support costs. The more “convenient” and the smarter PS gets, the better it does solving the users problem without calling the help desk.<click>With rapid access to support employees are much more likely to follow processes rather than veering off-course<click>And with good performance support training time can be significantly reduced because you don’t need to teach everything people need to know, you just need to show them where to find answers.
The reason why this matters so much is that the business benefit derived at each stages goes up exponentially<click>Just think about the productivity improvements as PS gets goes from information to easy-to-follow, step-by-step support, and then gets more embedded and smarter. Productivity leaps ahead.<click>The same is true for support costs. The more “convenient” and the smarter PS gets, the better it does solving the users problem without calling the help desk.<click>With rapid access to support employees are much more likely to follow processes rather than veering off-course<click>And with good performance support training time can be significantly reduced because you don’t need to teach everything people need to know, you just need to show them where to find answers.
