- [Instructor] I know we think of ourselves
as educators and trainers,
but sometimes we don't really need to train workers.
We just need to provide good documentation
to help them when they're stuck on an on-the-job task.
For instance, a technician out in the field
might just need a bit of prompting
on how to rewire a piece of equipment
or maybe an office worker
who's performing a complicated software task.
In cases like these,
we might consider building performance support resources
instead of formal training.
Most performance support resources these days are digital.
Common ones include electronic job aids,
checklists, how-to videos, and staffed hotlines.
Such resources can be stored in a number of places.
It might be a company drive on the cloud.
It might be a dedicated space
on the company's internal website.
You're also starting to see support resources posted
on a company's social site, such as Yammer or Slack.
When might you use performance support?
As a general rule, performance support solutions
assume the worker already knows a lot.
They just need some reminders around the details of a task.
As such, performance support is usually geared
toward more experienced workers,
rather than newbies who have yet to master the basics.
If you support experienced workers
and notice that they struggle with a few important tasks,
you might consider building a support resource
to help them through.
It doesn't have to be fancy, just helpful.