You may have heard the term Performance Support, but what does it mean? Performance Support refers to the tactics used in providing help to individuals at the precise moment they need it, when they are performing a task. Think of it this way: you’re filling out an online job application and there’s a question you’re not sure how to answer. Next to the question text is a small icon. You click the icon and get information on what the company is looking for in that question. Now you know what your answer will be. That is Performance Support. A small tool that gave you the help you needed at the moment you needed it.
Let’s talk about two ways Performance Support can help organizations improve the productivity of their employees: 1) Learning and Development and 2) Knowledge Management.
1.Learning and Development
Training is a big part of employee onboarding and engagement. It’s how employees get up to speed on the tasks and responsibilities needed for their jobs. But with so much information being thrown at them, traditional learning approaches aren’t hitting the mark anymore. Within one hour of training, the average person has forgotten 50% of the information presented. Within 24 hours, it’s 70% and within one week, 90%. So, the question is, how do you develop training that gives employees the information they need knowing they are not likely to remember it? The answer: by leveraging Performance Support.
Start by creating learning materials that are short and concise. This ensures that employees aren’t bombarded with too much information. When they go looking for help that is specific to the task at hand, they can easily find the information without having to mine through content and get frustrated. Frustrated employees are more likely to forget getting help and perform the task incorrectly.
Once the learning materials are created, find a way for employees to easily access these materials at the moment of need. This gives them the help they require when they need it the most, while doing their job. This is where knowledge management comes into play.
According to expert Tom Davenport, knowledge management “is the process of capturing, distributing, and effectively using knowledge.” This encompasses more than just training knowledge. Knowledge management can be used for standard operating procedures, company policies, system/application processes and more. It’s about thinking through the knowledge that needs to be shared and coming up with the best way to distribute and access the knowledge. So, how can Performance Support help? With the right distribution tool.
There are a variety of knowledge management tools out there, including systems and apps such as Microsoft SharePoint, MyHub, Panviva, etc. The trick is finding the right tool to help you with your Performance Support goals, to make sure the tool is designed for that “moment of need” experience. After all, that is what Performance Support is all about, so the tool you choose should follow that methodology.
Take Panviva, for example. Panviva is a knowledge management system designed with Performance Support in mind. It provides employees with just-in-time information in three clicks or less, helping transform employee performance and create operational efficiency. That is the type of knowledge management tool you want when implementing Performance Support.
Keeping Performance Support at the forefront of your learning and knowledge needs can ensure maximum retention and productivity for your employees. For more information, click here to speak to a specialist.