This document summarizes a webinar about performance support presented by Dr. Conrad Gottfredson and Bob Mosher. The webinar discussed what performance support is, examples of performance support projects, and performance support software. Performance support provides learning at the moment of need to help users apply knowledge and remember procedures. It is embedded in workflows and delivers just enough information. The webinar provided examples of different types of performance support projects and demonstrations of performance support software that brokers and publishes learning content for multi-channel access. Attendees were invited to an optional webinar on getting started with performance support software.

1. Performance Support:
From Theory to Practice
PS Webinar Series 1
Dr. Conrad Gottfredson
Masie Fellow &
Chief Learning Strategist
LearningGuide Solutions US
c.gottfredson@learningguide.us
Bob Mosher
Masie Fellow &
Chief Learning Evangelist
LearningGuide Solutions US
b.mosher@learningguide.us
© Conrad Gottfredson, Bob Mosher 2011

2.  Regroup from Learning 2011
 What’s in a PS Solution?
 Sample PS Projects
 Quick look at some PS Software
 Next Steps
© Conrad Gottfredson, Bob Mosher 2011

3. Acquisition of
1. When Learning for the First Time Knowledge
2. When Wanting to Learn More Formal Instruction
3. When Trying to Apply
Application &
and/or Remember Maintenance of
4. When Something goes Wrong Knowledge
5. When Something Changes Performance Support
© Conrad Gottfredson, Bob Mosher 2011

4. Aligned to deliver ROI and specific business benefit
Embedded in the workflow and readily available at the moment of apply.
Contextually
According to specific roles and varying access needs
Delivered
in the form needed to effectively perform inside the business
Just Enough
process
with formal learning to compliment and extend current learning
Integrated
investments
Trustworthy and current in every place
© Conrad Gottfredson, Bob Mosher 2011

5. Time = 0
Trying to Apply/ Remember
? Time = 1-10 seconds
Just the right amount of learning
Something Goes Wrong At the moment of need
Something Changes Productive work continues
End User Interface
Enterprise Mobile Web
ERP CRM
Application Application Portal
User Context: Role, Workflow, Most Appropriate
System state Learning Asset
Performance Support Software
Business Process
Rules PS Broker
Existing Learning and Reference Assets New Learning Assets
Content Baseline Standard
LMS KMS SME Designer
Stores Content Content
© Conrad Gottfredson, Bob Mosher 2011

6.  Procedure-based
 Supports Enterprise Application Adoption, Cross-Application
use, etc.
 Soft skills-based
 Supports Competency Adoption, Leadership skills development,
Sales skills development, etc.
 Product-based
 Supports Sales-force, Customer Direct-Sales, Supply-chain etc.
 Reference-based
 Supports Medical, Legal, Customer Service/Help Desk
 Workflow Process/Scenario-based
 Supports Onboarding, Collaborative Workflows, Regulatory
Compliance, etc.
6

7. 7
© Conrad Gottfredson, Bob Mosher 2011

8. 8 © Conrad Gottfredson, Bob Mosher 2011

9. 9
© Conrad Gottfredson, Bob Mosher 2011

10. 10 © Conrad Gottfredson, Bob Mosher 2011

11. 11 © Conrad Gottfredson, Bob Mosher 2011

12. 12 © Conrad Gottfredson, Bob Mosher 2011

13. Learning Object based
Multi-Channel
interface designed to
Publishing
help you structure
• Embedded
Single-Source to
Brokering of existing
content according
• best practices
Authoring
learning assets
PS Web
• Mobile
• Print
More details at optional “Getting Started” Webinar – December 13th
© Conrad Gottfredson, Bob Mosher 2011

14. that’s a sure win and can prove the process – “Don’t Boil the
Pick a Project
Ocean!!”
Choose Software that brokers, publishes, maintains and scales.
Proof the Concept to show what it can be and do. Seeing is believing!!!
Get a Budget so you can see it through. Commitment follows dollars
Check your to optimize development of true blended learning. The
Methodology pyramid’s the game changer.
Shift Ownership and governance to the lines of business.
© Conrad Gottfredson, Bob Mosher 2011

15. Optional Webinar – December 13th 12:00 – 1:00 PM EST
Getting Started with Performance Support
– Full demo of Performance Support Software
– Quick-start options
– More customer examples
Register now at: www.learningguide.us/start
30 Minute One-On-One
– Discuss your initiatives
– Share relevant customer examples
Let us know if you’d like to chat!
Webinar Series Continues January of 2012!
© Conrad Gottfredson, Bob Mosher 2011