- [Narrator] Sometimes employees don't really need training.
They just need helpful information when they get stuck
on an on-the-job task.
In these situations, performance support is best.
Performance support can be super efficient
as you're providing employees help when they need it.
But before you build any resources to help workers,
ask yourself, if I build it, will they come?
In other words, just because you build a set of resources
doesn't mean anyone's going to use it.
If you feel performance support deserves a space
in your digital blend,
here are a few tips for developing it.
First, get a deep understanding of the tasks
employees need help with.
That will clarify what information the employee needs,
when they need it,
and what the best format for the resource is.
How do you get that deep understanding?
By talking to and observing the employees
you intend to help.
Second, craft concise resources that help workers
solve specific problems.
No one wants a five page document
when a short checklist will do.
To help focus on specific problems, use the how do I format
when creating resources.
For instance, let's say the human resource workers
use support often get stuck on writing job descriptions
that follow company guidelines.
In that case, create a how do I write
a job description resource,
so workers can easily identify what they need.
Third, make the resource easily accessible at the moment
the employee needs it.
Bob Mosher, an expert on performance support,
says the resource should take no more than two mouse clicks
and 10 seconds to access.
If if takes longer than that, most employees won't bother.
I'm guessing accessibility
is going to be your biggest challenge.
It certainly has been mine.
Finally, let learners know the resources exist.
Find someone in your organization to champion them.
A library of resources does no good
if people don't know it's there.
Performance support is often far more effective
than formal training, because you're providing resources
right at the time workers need them.
If you build such a resources, make sure they are concise
and easily accessible.