How Does Performance Support Change a Learning Organization

Copyright Conrad Gottfredson, Bob Mosher 2012

Learning 2012 Webinar Series:

“How PS Changes a Learning Organization"

Bob MosherChief Learning &Strategy Evangelist

Ontuitive, [email protected]

Dr. Conrad GottfredsonChief Learning Strategist

Ontuitive, [email protected]


2012 Webinar Series:

How PS Changes a Learning Organization – TODAY!! (Recorded!!)

Success Stories: Examples from those who are making it WORD! – Feb. 29th, 1-2 PM EST

Picking the RIGHT first Project – Mar, 2012 MSupport: The REAL Mobile Learning – Apr,

2012 Measuring the Business Impact of Performance

Support – May, 2012 Multi Channel Publishing/ Single Source

Authoring: Authoring Once Outputting to Many – June, 2012

Is the ADDIE model dead when designing Performance Support – Sept,2012

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Electronic Performance Support System

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EPSS 1.0EPSS 2.0

Embedded Performer Support Solution

What is an Embedded Performer Support Solution?

An “Embedded Performer Support Solution” provides intuitive, tailored aid to a person at his or her moment of need to ensure the most effective performance.”

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An Effective EPSS must be:

Aligned to deliver ROI and specific business benefit

Embedded in the workflow and readily available at the moment of apply.

Contextual According to specific roles and varying access needs (role and circumstance)

Just enough Only what’s needed in the form needed to effectively perform inside the business process

Integrated with formal learning to compliment and extend current learning investments

Trusted and current in every place.

Scalable to all audiences and for the lifecycle of the outcome5Copyright Conrad Gottfredson, Bob Mosher 2012


Please answer the following poll: Which of the following roles can be

found in your learning organization? CLO – Chief Learning Officer Training Manager Trainers Instructional Designers E-Learning Developers Other


Chat:

How do you feel these roles change or are impacted by the introducing EPSS into your training offerings? CLO – Chief Learning Officer Training Manager Trainers Instructional Designers E-Learning Developers Other


EPSS impacts three areas:

Instructional Design approach and EPSS Engagement Methodology

Classroom and the Trainer’s Role Instructional Designer’s Role


Initiate the project

Scope and proof the Project

Produce the Solution

Implement the Solution

Measure & Optimize the Solution

1. Analyze Organizational Impact (Performance Gap Analysis, Business value alignment, change impact Analysis)

2. Initiate the project plan (change leadership/management planning, stakeholder/governance analysis, )

1. Map the workflow (Rapid Task Analysis, Audience Analysis, Process Analysis)2. Define the Pyramid (Learning & Reference Asset Analysis)3. Determine key contexts (Access analysis)4. Establish a LEaP Blueprint (CSA,5 decisions, Deliverables Analysis)5. Proof the Project (Incorporate fundamental principles of PS Design)

1. Set a detailed project plan2. Prototype and Assess3. Author collaboratively within structure4. Conduct milestone checks

1. Rollout the Solution (following the change management plan) 2. Train to independence (Ramp-up/Ramp-down)

1. Monitor with metrics2. CroudSource for maintenance and enrichment

EPSS Project Engagement Model

Map the Workflow: RTA, AA, CSA


Critical Skills Analysis Rubric


Define the Pyramid


Steps (quick/ detailed)

Concepts

Reference Resources (Documents, Policies, Job Aids, FAQs, Tools, Data, Category Search.)

Learning Resources (Simulations, Learning Bursts, eLearning Topics, Quick Checks)

Human Resources(Wikis, Blogs, Chat, Social Networks)

Identified through Rapid Task Analysis (RTA)

Brokering these Learning assets need to be identified & brokered appropriately based on the task they are supporting

Chat: The Role of the Classroom?


What is its “new” role in the Classroom when considering a “5 Moments of Need” approach and adding PS to your offerings?

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They have to believe that the “support ecosystem” works! (tools and culture)

Expectation setting Before and EARLY in class Emails and Prework Scripted setup as part of orientation to class

Provide a Support Framework in class that’s is posted, taught and modeled in class Post Pyramid/framework – (steps, deeper reference, Related

Resources, Peers/TL) Teach effective coaching skills (Post this) Activities support the model moving from guided to unguided Support Materials that match the need/context

Cognitive Apprenticeship Effective guiding questions Rampup and Rampdown methodology


The Trainer’s Role:


Classroom:

InformalLearning

Self-Directed Learning

Instructional Time

Peers

Support Material

EPSSDeliverables

Inst

ruct

or A

ided

Lea

rnin

g


Chat: Designer’s Role:

What are the “ideal” characteristics of a PS Developer/Designer?


Designer’s Role: A Strong ID Background An Open Mind – They need to demonstrate that they can look

at design differently. A Technology Background - specifically around XML. We use

XML a lot in our PS software because of the design issues, resuse, and maintenance involved in PS work - as well as multiple modality/output issues

Consulting/Communication Skills - PS is new for many so they will have to play a coaching and consulting role with your customer as they educate and guide them through this new discipline.

Strong Project Management Skills - Since they will be working with more stakeholders then these ID"s are typically used to because of the reuse issue and implementation AFTER the training, being a good PM is key.

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The systematic design of learning experiences that may include

multiple learning events and the support infrastructure to sustain

effective performance

The systematic design of learning events

Instructional DesignLearning Experience

and Performance (LEaP) Design

LEaP

Extend Learning Events into an Experience

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Before the Event During the Event After the Event

eLearning

Vodcasts

Blogs

Problem-Based Learning

Authentic job situations

Collaborative learningOn the job resourcesPerformance-based

assmtPerformance Support

Team Activities

Coaching

Perf Suppor

t

Prepare for (or

bypass) learning events

Support transfer during & after lrng events

Reinforcement

Prescriptive Assmt

Perf Suppor

t

LEaP Example: TRUE Blended Learning

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Performance Support ChecklistPick 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.

21Copyright Conrad Gottfredson, Bob Mosher 2012


Where to from here?

• Attend a “Team-based Virtual Workshop” on Building Your Own Embedded Performance Support Solution – Q2, 2012 – Email if interested

• Join the PS blog and contribute a commentSend us an email and we’ll send you and invitation

• Follow-up with us regarding any specific project help you may need

[email protected] [email protected]

See you next month! Success Stories: Examples from

those who are making it WORK!▪ Feb 29th, 1-2 PM EST

23 Copyright Conrad Gottfredson, Bob Mosher 2012

Thank you for participating!!

How Does Performance Support Change a Learning Organization

Devices & Hardware

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