lars hyland – what's stopping performance support?

What’s stopping Performance Support?

Lars HylandHead of Consulting Services

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We learn by doing

We have to apply what we learn in training when we are back in the workplace

Transfer

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Day M6

MYe

ar0%

20%

40%

60%

80%

100%


Forgetting curve

0 Day Week Month 6 Months

Year0%

10%20%30%40%50%60%70%80%90%

100%


Propping up the forgetting curve

How can technology support performance?

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Solution:make it multi-device

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Solution:personalise it

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Solution:offer practice opportunities

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Solution:make it visual and memorable

Motivation:harness the power of storytelling

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Motivation:harness the power of games

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Triggers: use mobile technology to situate learning

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Triggers: use mobile technology to trigger action

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@towardsmaturity

#LNinduction

“I am a fast-response paramedic in London who was called to a category one call at a school. A student with this app used it to revive the patient. If this app was not out there, then there would be one less person in the world.”

#mRealDeal

Encourage social interaction

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Discussion Polls Action


Custom portals

Embedded into existing software



Design resources to be useful!

Quick reference

How to guides

Diagnostic tools

Job aids


Types of resources


Search

What next?

Flights

Negotiation:Top tips

Next appointment:

Mike Meetingchecklist

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Context – AI – Active Feedback

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Wearable support


Google glasses slide


Augmented reality systems



More powerful feedback data

FilterIntegrate Represent

1 2 3

Not too much

Whenever

In the right place

At time of need

Task support

Task processing Metaphor

Explicit

Easy to understand

Language simplification



So what stops performance support?


What stops performance support?

Barrier Solutions ideas

Finding what you need when you need it!

No context provided

Resources poorly written / presented

Connectivity, lack of bandwidth

Fear of social networks

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Barrier Solution ideas

Finding what you need when you need it!

Enterprise Search facilityTagging processAsk peers, capture answers

No context provided Embed in workflowLocation aware

Resources poorly written / presented

Set design standards / templatesUse appropriate mix of media

Connectivity, lack of bandwidth

Offline apps and synching usageCaching facility

Fear of social networks Adopt enterprise social toolsReview security policies




Staff lack skills to validate available suitable resources

Staff lack communication skills to create quality material for others to follow

Silo structures within organisation prevent an integrated approach.

No ownership of collaborative support




Staff lack skills to validate available suitable resources

Critical analysis skills trainingCollective rating methodsBuild trust using smart moderation

Staff lack communication skills to create quality material for others to follow

Provide guidelines/standardsAdopt simple templates/toolsOffer editorial service

Silo structures within organisation prevent an integrated approach.

Build stakeholder relationshipsBring business reps into L & D rolesDemonstrate business case

No ownership of collaborative support

Bring together L & D, Internal communications and business stakeholders to align activities.


DDecide strategy

Does it supplement

existing training?

Will it embed new behaviours?

Can it replace or partially replace existing training?

RReach out to stakeholders

Contact IT Team

Seek out senior Sponsors

Liaise with Line Managers

IIdentify methods

Video

Checklists

Decision aids

Delivered via portals

Embedded into software

Mobile delivery

VValidate your

solution

Should you pilot? Choose a group of users and gather

feedback.

Use your findings to adapt before you roll out the

solution.

EEngage your

users

Have you got a marketing strategy

in place?

Can your resources act as marketing

collateral?

Will people know how to find and

use the resources?


How to DRIVE performance



So what stops performance support?


List the barriers you have experienced in your organisation.

What can be done to overcome these?

Discussion

[email protected]

Thank you

@larshyland

lars hyland – what's stopping performance support?

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