e-write

your authoring source

Training and Performance Support

First, one should bear in mind that training is not always the appropriate solution for performance issues. A front-end analysis, or needs assessment, may reveal other causes of performance decrements, often related to organizational structure. That said, training coupled with appropriate reference materials or performance support tools can support a wide array of activities.

Needs assessment

The goal of a formal needs assessment, or front end analysis, is to plan interventions at the organizational, process or job/task level that optimize operational bottom line outcomes as much as possible, given constraints.

In the real world, however, it's most often a "casing the joint" kind of thing—i.e., getting a general idea of the situation before diving in. Even a cursory "once over" can save a company a lot of time and money that might otherwise be spent to create unneeded solutions. The rule is, "let's make sure we know what it is that's broke before we go to fixin' it."

Turn to the needs assessment page for more ...

Reference-based training (RBT)

Effective training can be implemented by providing learners not only with hands-on or simulated practice, but even more importantly by including reference materials they can go back to later—i.e., the training is “reference-based.” Reference-based training, or RBT, has been shown with post-training performance tests to outperform traditional instructor led classroom training by a wide margin. The reference can be provided in the form of paper-based manuals or provided directly to the desktop in the form of electronic help files, tutorials or web pages.

The e-write approach to developing "from scratch" training materials is to first create an appropriate and comprehensive reference for the subject content, and then to wrap the training around this. Whether "delivered" in a classroom or workshop setting or directly to the desktop, either as a standalone package or embedded into an e-learning design, the user learns to use the reference as a tool to support performance.

Task analysis

Once training has been confirmed as an appropriate intervention, the process of creating training support begins with an analysis of the job and tasks to be performed.

Turn to the task analysis page for more ...

Protocol analysis

Technical training often has a goal of enabling newer or less experienced workers to perform at an expert level. One approach to this is to develop protocols based on the performance of technical experts.

Turn to the protocol analysis page for more ...

Performance support tools

If training is the "front end," performance support is the "back end" of a complete performance support solution. The performance support component may exist as a "stand-alone" application or tool in cases where the user is already familiar with the systems in place, but new users will typically require some introduction to its use.

An electronic performance support system, or EPSS, can be described as any computer software program or component that improves employee performance by

  reducing the complexity or number of steps required to perform a task,

  providing the performance information an employee needs to perform a task, or

  providing a decision support system that enables an employee to identify the action that is appropriate for a particular set of conditions.

Note that the first has to do with organizational structure or systems, the second with procedures carried out step by step, and the third with principles or guidelines related to a process. Each of these unique applications requires a distinctly different support tool.

Of course, not all performance support need be in the form of electronic systems, but with the progression we've seen in recent years from paper-based tools, e.g., job aids, to CBT (computer-based training), then on to EPSS, knowledge-based systems and e-learning, and given the inherent time and cost effectiveness of support delivered directly to the desktop, electronic systems have much to recommend them.

EPSS

EPSS can be defined as integrated electronic environments that are available to and easily accessible by employees and structured to provide immediate, individualized on-line access to the full range of information needed to allow job performance with minimal support and intervention by others.

Turn to the EPSS page for more ...

Performance centered design (PCD)

Performance centered design, simply stated, is a design focus on developing tools with interfaces that are easier to learn and use because they clearly match the goals and work processes of their users. Many applications help inexperienced workers complete tasks as if they were experts. To achieve this, performance centered systems must be able to provide information when and where it is needed, in such a way that is immediately understandable.

e-learning

A particular challenge for e-learning designers is to create online courses that are as engaging and motivating as their classroom-delivered counterparts. Boring and low quality content is still regarded as the biggest stumbling block to be overcome in creating vibrant online learning communities.

Turn to the e-learning page for more ...

Distributed learning

Learning experiences that are distributed across a variety of geographic settings, across time, and across various interactive media are "opportunities-in-waiting" for many organizations. These strategies can be tailored to meet the needs of learners with already heavy demands on their time and attention. Synchronous and asynchronous media can be combined in innovative ways to provide a rich mix of learning experiences. Multiple channels of sensory input can be spread across time and locations and accessed by individuals or groups. Multi-threaded tasks can be supported at any point in time and from any point of reference.