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Performance Support: From Theory to Practice
PS Webinar Series 1
© Conrad Gottfredson, Bob Mosher 2011
Dr. Conrad Gottfredson Masie Fellow &
Chief Learning Strategist LearningGuide Solutions US
Bob Mosher Masie Fellow &
Chief Learning Evangelist
LearningGuide Solutions US
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
1. When Learning for the First Time
2. When Wanting to Learn More
3. When Trying to Apply
and/or Remember
4. When Something goes Wrong
5. When Something Changes
Acquisition of Knowledge
Formal Instruction
Application & Maintenance of
Knowledge Performance Support
© Conrad Gottfredson, Bob Mosher 2011
Aligned to deliver ROI and specific business benefit
Embedded in the workflow and readily available at the moment of apply.
Contextually Delivered
According to specific roles and varying access needs
Just Enough in the form needed to effectively perform inside the business process
Integrated with formal learning to compliment and extend current learning investments
Trustworthy and current in every place
© Conrad Gottfredson, Bob Mosher 2011
Performance Support Software
Mobile Application
Web Portal
End User Interface
ERP CRM Enterprise
Application
PS Broker Business Process Rules
? Time = 0
Trying to Apply/ Remember
Something Goes Wrong
Something Changes
User Context: Role, Workflow,
System state
Time = 1-10 seconds
Just the right amount of learning
At the moment of need
Productive work continues
Existing Learning and Reference Assets
LMS KMS Content Stores
New Learning Assets
Baseline Content
Standard Content
SME Designer
© Conrad Gottfredson, Bob Mosher 2011
Most Appropriate
Learning Asset
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.
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7 © Conrad Gottfredson, Bob Mosher 2011
© Conrad Gottfredson, Bob Mosher 2011 8
9 © Conrad Gottfredson, Bob Mosher 2011
© Conrad Gottfredson, Bob Mosher 2011 10
© Conrad Gottfredson, Bob Mosher 2011 11
© Conrad Gottfredson, Bob Mosher 2011 12
Learning Object based interface designed to help you structure content according to PS best practices
Brokering of existing
learning assets
Single-Source
Authoring
Multi-Channel
Publishing
• Embedded
• Web
• Mobile
More details at optional “Getting Started” Webinar – December 13th © Conrad Gottfredson, Bob Mosher 2011
Pick a Project that’s a sure win and can prove the process – “Don’t Boil the 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 Methodology
to optimize development of true blended learning. The pyramid’s the game changer.
Shift Ownership and governance to the lines of business.
© Conrad Gottfredson, Bob Mosher 2011
30 Minute One-On-One – Discuss your initiatives
– Share relevant customer examples
© Conrad Gottfredson, Bob Mosher 2011
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
Let us know if you’d like to chat!
Webinar Series Continues January of 2012!
