Electronic performance support systems

In "Electronic Performance Support Systems", published in 1991, Gloria Gery defined EPSS as:

an integrated electronic environment that is available to and easilyaccessible by each employee and is structured to provide immediate, individualized on-line access to the full range of information, software, guidance, advice and assistance, data, images, tools, and assessment and monitoring systems to permit job performance with minimal support and intervention by others.

Also in 1991, Barry Raybould gave a shorter definition:

a computer-based system that improves worker productivity by providing on-the-job access to integrated information, advice, and learning experiences.

An electronic performance support system can also be described as any computer software program or component that improves employee performance by

#reducing the complexity or number of steps required to perform a task,
#providing the performance information an employee needs to perform a task, or
#providing a decision support system that enables an employee to identify the action that is appropriate for a particular set of conditions.

Electronic Performance Support Systems can help an organization to reduce the cost of training staff while increasing productivity and performance. It can empower an employee to perform tasks with a minimum amount of external intervention or training. By using this type of system an employee, especially a new employee, will not only be able to complete their work more quickly and accurately, but as a secondary benefit they will also learn more about their job and their employer's business.

However, an EPSS must be distinguished from a traditional online help system. In her book, Glory Gery points out that on-line help usually supports a single software application and is not necessarily focused on the entire range of job tasks (which may involve multiple applications), but just that specific software. With online help, cross-referencing is often not available and the information provided is limited and rarely combined with procedures or complex tasks. Perhaps most critically, on-line help can not be customized to the user or the job task; in fact, the same software screen may require different inputs depending on the user and job task.

EPSS must also be differentiated from e-learning simulations that replay a series of steps on-demand within a software application. Simulations are more closely associated with on-demand training, not just-in-time support, because of the longer time considerations, complexity, and media restrictions for playing a simulation. Ted Gannan (2007) describes this differentiation and states that an EPSS can be considered a part of the e-learning category, as it is on-demand learning, and notes that the EPSS modality fits more within the informal learning definition.

From a business perspective, a former Nortel Networks executive, William Bezanson (2002) provides a definition linked to application usability and organizational results:

A performance support system provides just-in-time, just enough training, information, tools, and help for users of a product or work environment, to enable optimum performance by those users when and where needed, thereby also enhancing the performance of the overall business.

In addition to recommending consideration of an EPSS when knowledge is required to achieve individual performance in a business environment, Bezanson points out that an EPSS should be considered when skilled performers spend significant amount of time helping less skilled performers, when new workers must begin to perform immediately and training is impractical, unavailable or constrained, or employees need to be guided through a complex process/task that can’t be memorized. These situations often occur when new systems (e.g. Customer Relationship Management, Enterprise Resource Planning) are introduced, upgraded or consolidated, and in certain call centres when agents must perform using complex systems, processes or products.

EPSS vs. Knowledge management

In his book, Bezanson points out that "knowledge management" is the noun corresponding to the verb of "performance support". The knowledge documented in the system plays a critical role in any EPSS system. This concept was originated by Raybould (1997) who separates out the repository, delivery and infrastructure aspects of the EPSS from the knowledge base it contains. In fact, Bezanson emphasizes the advantage that an LMS (learning management system) will interface with the EPSS to supply the knowledge base, content/courseware, or other tracking capabilities that an EPSS may require if the LCMS precedes the implementation of the EPSS.

EPSS vs. Training

EPSS’s role in the future of training and work have been noted by followers of the trend towards more informal learning systems driven by knowledge management systems.Tony O’ Discroll (1999) summarizes:

As the pace of technological change speeds up, many jobs will require constant adaptation, because of new information and new task requirements. In this context, the distinction between learning and work will disappear. A trend toward integrating training with on-the-job activities will be a result. This trend will extend itself to the point that training, as a distinct function, will no longer be the primary learning vehicle for many types of jobs. Works will use on-the-job information systems instead.

To this day, analysts such as Forrester’s Claire Schooley and Bersin & Associates' Chris Howard write similarly themed articles based on their research in informal learning, technology and training.

EPSS Vendors and Products

[http://www.knowtions.com/ Knowtions CoachWare]

[http://www.supportpoint.com/ SupportPoint]

[http://www.ondemandgk.com/ OnDemand Software - Product OnDemand Personal Navigator]

[http://www.rwd.com/ RWD Technologies - Product RWD uPerform]

[http://www.learningguide.us/ LearningGuide Solutions]

[http://www.transcensus.com/ Transcensus SHO Guide]

[http://www.tatainteractive.com/ TATA Interactive System's Performance Support Solutions]

[http://www.thinksmartps.com/ ThinkSmart Performance System’s 2Work!EPSS]

[http://www.epiance.com/ Epiance’s Epiplex]

[http://www.learn.com/ Learn.com’s Mentor]

[http://www.kineo.co.uk/ Kineo EPSS Consultancy]

[http://ngrain.com/ NGRAIN Corporation]

[http://www.datango.com/ datango - Electronic Performance Support & E-Learning for Business Applications]

[http://ike.astcorp.com/commercial/ Advanced Systems Technology's Integrated Knowledge Elements (iKe)]

[http://www.dmlgroup.com/ DocuMedia Learning Group's JARIS (Job-Aid Reference Information System)]

[http://www.knowmore.eu/ Knowmore]

[http://www.contextware.com/ Contextware - performance support and knowledge management]

See also

*Intranet
* An EPSS Interface that people can use [http://itde.nova.edu/~beltran/EPSS/]

References

*"Achieving Desired Business Performance: A framework for Developing Human Performance Technology in Organizations", Tony O’Discroll, 1999 International Society for Performance Improvement
*"Alternative Training: EPSS", Ted Gannan, January 2007, Training Magazine (comment by a reader I could only get a hold of an article called "Alternative Training" by Ted Gannan, published in Training, Jan/Feb 2007, p. 13)
*"Designing and Developing Electronic Performance Support Systems", Lesley A. Brown, 1996, Digital Press
*"Electronic Performance Support Systems", Gloria Gery, 1991. ISBN 978-0961796815
*"EPSS Revisited: A Lifecycle for Developing Performance-Centered Systems", ed. Gary Dickelman, 2003. ISBN 978-1890289157
*"The Five Phases of Migration from Training to Knowledge Management", Barry Raybould, CBT Solutions July/August 1997
*"The Real-Time Contact Center: Strategies, Tactics, and Technologies for Building a Profitable Service and Sales Organization", Donna Fluss, 2005, Amacon
*"Performance Support Solutions: Achieving Goals Through Enabling User Performance". William Bezanson, 2002, Trafford Publishing