- [Narrator] If you decide to add performance support
to your digital blend, that is providing workers
resources when they need help with an on-the-job task,
you're going to need a place for those resources.
So let's talk about tools that could help you with that.
You might start by creating a space
in your company's internal website or social site,
and placing the resources there.
This is a good first step if the resources
are quick to get to when the employee needs it.
Another strategy is to use what's called a knowledge base.
A knowledge base is a software application that lets workers
search for resources that'll help them complete a task
or answer a question.
Customer service and IT representatives fielding calls
from customers often use a knowledge base.
Your company may already have one.
A few popular knowledge bases are ServiceNow, Zendesk,
Document360, and Salesforce.
Salesforce isn't technically a knowledge base,
but it can be tweaked to serve as one.
One last strategy is to place the supporting documentation
in the actual environment
where the worker is performing the task.
Imagine you're an administrator charged with confirming
that the deal sales people submit into a software
meet all the necessary criteria.
Checking all the criteria is a multi-step process
and there's this tricky step in the software
about halfway through.
Wouldn't it be nice if IT could tweak the software
so that helpful job aid appeared right next
to the task in the software itself?
You'd have to check with your IT department of course,
but this is often quite possible.
Another example is to place QR codes on pieces of equipment.
When a technician is troubleshooting and needs information
on it, he scans the code with his phone and accesses
the job performance resource.
You're seeing this more and more, especially in the oil,
gas, and utility industries.
If you include performance support resources
as part of your blend,
you're going to need a place to house them.
Popular choices are an internal website or social site,
a knowledge base, or even in the environment
where the worker is performing the task.