how does performance support change a learning organization
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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]
Copyright Conrad Gottfredson, Bob Mosher 2012
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
Copyright 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
Copyright Conrad Gottfredson, Bob Mosher 2012
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
Copyright Conrad Gottfredson, Bob Mosher 2012
EPSS impacts three areas:
Instructional Design approach and EPSS Engagement Methodology
Classroom and the Trainer’s Role Instructional Designer’s Role
Copyright Conrad Gottfredson, Bob Mosher 2012
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
Copyright Conrad Gottfredson, Bob Mosher 2012
Critical Skills Analysis Rubric
Copyright Conrad Gottfredson, Bob Mosher 2012
Define the Pyramid
Copyright Conrad Gottfredson, Bob Mosher 2012
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?
Copyright Conrad Gottfredson, Bob Mosher 2012
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
Copyright Conrad Gottfredson, Bob Mosher 201214
The Trainer’s Role:
Copyright Conrad Gottfredson, Bob Mosher 2012
Classroom:
InformalLearning
Self-Directed Learning
Instructional Time
Peers
Support Material
EPSSDeliverables
Inst
ruct
or A
ided
Lea
rnin
g
Copyright Conrad Gottfredson, Bob Mosher 2012
Chat: Designer’s Role:
What are the “ideal” characteristics of a PS Developer/Designer?
Copyright Conrad Gottfredson, Bob Mosher 2012
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
Copyright 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!!