Alternative Training: Electronic Performance Support Systems in the Modern Training Mix

By Ted Gannan, CEO, Panviva, Inc.

Stop: information overload. No Parking: the fast paced, dynamic business environment is stopping for no-one. Give Way: a new generation of tech-savvy, independent, multi-tasking employees is coming through. Yes, the corporate learning environment is at a crossroads, and all signs are pointing to a need for change. Businesses are looking for new ways to manage modern learning requirements and ‘electronic performance support’, a new knowledge management concept, is providing many businesses with the ‘roadmap’ they need to navigate through unfamiliar learning territory.

The following Q&A will help give you a deeper understanding of electronic performance support, its application to modern learning and its viability as an alternative or complimentary tool in learning and performance building strategies.

What is an electronic performance support system (EPSS) and what characteristics distinguish it from more traditional methodologies like classroom learning, paper manuals or e-learning?

An EPSS delivers pieces of context-specific information to each employee at the exact moment they need it in the course of their job. The self-service and embedded nature of the support allows employees to take charge of their own working and learning environment with limited interruption to job workflow. Learning is brought as close as possible to the point of use, maximising its ability to directly improve performance.

How is electronic performance support addressing changes in the learning environment?

A trend report released by Forrester Research in February stated that a new generation of learning is upon us. This new era is described as a coming together of knowledge, learning and work as learners demand immediate learning that takes place in the context of their job. While learning in the classroom or through structured e-learning courses is still critical, the needs of employees can no longer be met solely through traditional education programs in the workplace.

There are two main factors driving the changes in learning, and electronic performance support (with its mantra ‘train less, support more’) is addressing each challenge in its own unique way.

• Information explosion and the dynamic nature of business:

The information available to humans is growing at a mammoth rate each year, and operating in this environment is the modern and continually evolving business which experiences constant changes to applications, processes, product/service information and compliance requirements. This creates issues for the most commonly accepted training model, which focuses on building up an employees’ mental ‘bank’ of knowledge. It’s simply no longer possible to mentally store and edit this quantity of information, and according to Carnegie-Mellon University we’ve slowly reduced the amount of job-related info we memorise from 75% in 1987 to less than 20% today.

 

An EPSS reduces the need for heavy training courses that require employees to memorise large amounts of information because it puts the most up-to-date information at the learner’s fingertips. Businesses suddenly have a responsive tool that can communicate changes to the entire organisation as soon as the new information or processes are relevant. An EPSS also allows employees to maximise its relevance by feeding tips and experiences back into the system for the benefit of their peers.

• Generation change:

Never before have trainers had to manage so many different generational groups in the one workplace. From Veterans (born between 1922 and 1945) to Millennials (born between 1980 and 2000), each generation has its own characteristics, likes and dislikes, including a preferred approach to learning. Some employees like formal classroom learning, while others will turn to the Internet or instant message a peer to find the answers to their questions in real time. And as a new wave of young employees moves into the workplace their innate use of technology, abbreviated communication style and informal, fast-switching method of operation must be taken into consideration when designing learning strategies.

 

The aim here is not to stereotype employees by their birth date, but rather to recognise that different groups have different learning preferences, whether this is in relation to their age, background or simply personal preference. A single method or narrow-minded approach will not guarantee optimal learning. The right answer is a skilful blend that includes new approaches like electronic performance support to appeal to those who prefer a more unstructured and independent learning environment. By offering alternatives at the informal end of the learning continuum, as opposed to ‘leaving it to the employee’, organisations also maintain some degree of control over the accuracy of information their employees access and share. This results in better informed, more productive staff.

How does an EPPS differ from an on-demand simulation?

Simulations are targeted at helping employees step through a specific task in a specific system. They are less able to assist with cross-application support, support related to business rules and best practices or providing context around the process – many of the things that are just as important to the end-user. Watching a video simulation can also be time consuming and is an unrealistic option for those dealing directly with customer requests in real time.

Performance support is particularly useful for workplaces where time-sensitive or complex tasks must be completed, or where users are accessing multifaceted systems. For example:

• Heavily regulated environments, such as banking, insurance and healthcare
• Large and mid-size organisations with CRM and ERP/financial systems
• Environments that require a high degree of accuracy or competency
• Organisations with a large number of new hires who require fast time-to- competency
• Organisations that suffer significantly by having staff take time away from the field to complete training

How does and EPSS affect classroom or e-learning training strategies?

Having an electronic performance support system doesn’t eliminate the need for structured training tools, but it does reduce the reliance on long and detailed training sessions. Rather, training can focus on providing context and soft skills, as well as equipping employees with the skills to find the information they need when they need it – thereby encouraging a more informal learning approach.

What’s the key point trainers and documenters need to know about content for an EPSS?

What benefits should electronic performance support contribute to the business as a whole?

• Reduced training time
• Fewer help desk and support calls to training and subject-matter experts
• Greater user adoption and compliance to new systems, processes or regulations
• Greater on-the-job productivity, with less rework and higher accuracy
• Faster acceptance of new products
• Faster time-to-competence and productivity for new hires

Documents referred to in this article:

Taking the Training Out of Organisational Learning

http://www.educationau.edu.au/jahia/webdav/site/myjahiasite/shared/globalsummit/gs2006_jennings.pdf
By Charles Jennings, Global Head of Learning, Reuters
 

Trends: Knowledge, Learning and Work Unite!

http://www.forrester.com/Research/Document/Excerpt/0,7211,41007,00.html
By Claire Schooley, Forrester Research Inc