#GuildChat for 02/20/2015: Getting Started with Performance Support

Our next #GuildChat takes place Friday February 20th at 11am PT / 2pm ET. The topic for this chat is Getting Started with Performance Support.

2015-01-09_11-14-16Performance support is a growing trend in learning and development. L&D has typically focused on training solutions – the types of programs that provide workers with knowledge and skills that will prepare them to complete a task, or series of tasks. Performance support is about providing workers with the support needed to complete a task as it is being completed, in the context of work.

But there’s a big difference between being interested in performance support and making it happen. This week’s #GuildChat focuses on ways organizations can get started with performance support.

Here are the questions currently scheduled to be posed during the chat.

  • How is Performance Support different than training or elearning?
  • What examples of Performance Support have you seen embedded into daily life?
  • What are the biggest obstacles towards adding Performance Support to an organizational learning strategy?
  • Performance Support is a change from the expectations of “training”. How can we educate stakeholders on the value of Performance Support?
  • What types of technologies do you see being used for Performance Support? How are (or can they) be used?
  • What’s different about the design of Performance Support Solutions than traditional Instructional Design?
  • What are some small ways you can start to incorporate Performance Support into your work TODAY?

Interested in learning more about Performance Support? Here are some resources to take advantage of:

PSS15_400If you’re interested in taking a deep-dive into performance support, consider joining us at the 2015 Performance Support Symposium, co-located with the mLearnCon Conference and Expo in Austin in June 2015. Registration is now open, so register today.

Chat Transcript

NOTE: Tweets are listed in the order they were posted and are shown in Eastern Time. To visit the actual posting for a particular tweet, click the associated user name for the posting.

2:00 PM eLearningGuild Welcome to #GuildChat, brought to you by @eLearningGuild. Today we’re exploring getting started with performance support. #eLGuild
2:01 PM eLearningGuild Today’s chat is scheduled to last one hour. We’ll post questions using #GuildChat; be sure to use the hashtag in your tweets.
2:01 PM LnDDave Jumping into #GuildChat for the next hour. We’re talking about Performance Support – join us!
2:01 PM JD_Dillon RT @eLearningGuild: Today’s chat is scheduled to last one hour. We’ll post questions using #GuildChat; be sure to use the hashtag in your t…
2:01 PM Learning_Dude Hello. I’m about to engage in #GuildChat. Expect a deluge of tweets. Ignore or join. Happy Friday! ;)
2:02 PM anitrabutler RT @eLearningGuild: Today’s chat is scheduled to last one hour. We’ll post questions using #GuildChat; be sure to use the hashtag in your t…
2:02 PM eLearningGuild Please take a moment to introduce and tell us a bit about yourself. The first question will be posed in three minutes. #GuildChat
2:02 PM JD_Dillon I’ll try to join the 2nd half of #GuildChat – depending on traffic! :-)
2:02 PM Learning_Dude @JD_Dillon I guess self-driving cars can’t become mainstream fast enough. :P #guildchat
2:03 PM maupanas RT @eLearningGuild: Please take a moment to introduce and tell us a bit about yourself. The first question will be posed in three minutes. …
2:03 PM LnDDave RT @npmaven: Excited about this week’s #guildchat. Performance support for #nonprofit boards a major focus for “future me.” :)  #guildchat
2:03 PM AdamTilted Hi, I’m Adam from Houston. I’m a learning consultant who is obsessed with astronomy. #GuildChat
2:03 PM opurt11 Chad Lowry, Customer Education Manager, Chicago #guildchat
2:03 PM MelMilloway I’m in meetings but I will try to join #GuildChat later!
2:04 PM flipchartguy Hello #GuildChat – Brian from balmy Seattle. Looking forward to the discussion on performance support!
2:04 PM Learning_Dude Stephen from Roanoke, Virginia, USA. Learning Strategist. I’m also a Twitter junkie.  http://t.co/YlGtewyfYv #guildchat
2:04 PM AdamTilted @MelMilloway Who has meetings on Friday?? That’s got to stop. #GuildChat
2:05 PM Learning_Dude I’ve never been able to tell someone the temperature using the singular form of degree…until today. #guildchat
2:05 PM eLearningGuild Q1) How is Performance Support different than training or elearning? #GuildChat
2:05 PM JD_Dillon RT @eLearningGuild: Q1) How is Performance Support different than training or elearning? #GuildChat
2:05 PM StuderEducation RT @eLearningGuild: Q1) How is Performance Support different than training or elearning? #GuildChat
2:05 PM npmaven RT @eLearningGuild: Q1) How is Performance Support different than training or elearning? #GuildChat
2:05 PM JD_Dillon A1) In the context of the work – moment of need #GuildChat
2:05 PM MelMilloway @AdamTilted I’m running some virtual classes but I have some breaks between! I want to join in on this topic too. #GuildChat
2:05 PM LnDDave RT @eLearningGuild: Q1) How is Performance Support different than training or elearning? #GuildChat
2:05 PM Learning_Dude A1) Performance Support is more holistic and further reaching across the organization. #guildchat
2:05 PM opurt11 Q1) PS assumes a certain familiarity with a topic. Training takes more of a “tabula rasa” approach. #guildchat
2:06 PM npmaven A1) Includes providing in moment of need, accessible, where they’re already working and interacting. #guildchat
2:06 PM Learning_Dude RT @JD_Dillon: A1) In the context of the work – moment of need #GuildChat
2:06 PM npmaven RT @Learning_Dude: A1) Performance Support is more holistic and further reaching across the organization. #guildchat
2:06 PM Learning_Dude Performance Support is more proactive. Training, eLearning are both more reactive. #guildchat
2:06 PM AdamTilted A1) I see PS as ‘just-in-time” resources to help people perform as well as possible. #GuildChat
2:06 PM flipchartguy A1) Performance support helps on the job, in the moment (as opposed to training/elearning which make you stop what you’re doing) #GuildChat
2:06 PM npmaven RT @flipchartguy: A1) Performance support helps on the job, in the moment (as opposed to training/elearning which make you stop what you’re…
2:07 PM npmaven RT @AdamTilted: A1) I see PS as ‘just-in-time” resources to help people perform as well as possible. #GuildChat
2:07 PM opurt11 Q1) PS is more just-in-time education, whereas Training is typically scheduled. #guildchat
2:07 PM LnDDave A1) I see performance support fully dedicated to task completion rather than learning. #GuildChat
2:07 PM Learning_Dude PS is automated solutions for customized use. Training is about customized solutions for automated use. #guildchat
2:07 PM LnDDave RT @JD_Dillon: A1) In the context of the work – moment of need #GuildChat
2:07 PM Learning_Dude RT @LnDDave: A1) I see performance support fully dedicated to task completion rather than learning. #GuildChat
2:07 PM AdamTilted RT @LnDDave: A1) I see performance support fully dedicated to task completion rather than learning. #GuildChat
2:07 PM npmaven RT @LnDDave: A1) I see performance support fully dedicated to task completion rather than learning. #GuildChat
2:07 PM AdamTilted RT @eLearningGuild: Q1) How is Performance Support different than training or elearning? #GuildChat
2:08 PM opurt11 Q1) @LnDDave Am I completing a task without actually learning it, then? #guildchat
2:08 PM LnDDave @opurt11 I don’t think PS needs familiarity. I think you can get PS to walk you through a completely new task. #GuildChat
2:09 PM flipchartguy @LnDDave True – learning may be a by-product but not necessarily the main reason for PS #GuildChat
2:09 PM Learning_Dude PS is more task-oriented. It stands ready to support at the “moment of need.” Training is a slow-moving response to a request. #guildchat
2:09 PM opurt11 @LnDDave I don’t disagree, but if true, then why bother developing training at all? Why not put all effort toward PS? #guildchat
2:09 PM LnDDave @opurt11 I think learning is an afterthought, and something that may not even be critical. #GuildChat
2:10 PM LnDDave @opurt11 I think it depends on purpose. Training provides a foundation that PS can not. #GuildChat
2:10 PM Learning_Dude @LnDDave @opurt11 Amen. Totally agree that Training provides a foundation. #guildchat
2:11 PM LnDDave @opurt11 That said, I think PS fits better into the “minimally disruptive” approach we should have to support the workforce. #GuildChat
2:11 PM AdamTilted The goals of PS and Training aren’t the same (or shouldn’t be). Both are needed for improvement and success. #GuildChat
2:11 PM opurt11 @LnDDave “Critical” = interesting choice. Might not seem so at the time, but if PS doesn’t lead to learning & must be repeated… #guildchat
2:11 PM opurt11 @AdamTilted I think striking the right balance here is where a lot of organizations struggle. #guildchat
2:11 PM Learning_Dude @AdamTilted The ID should allow PS to compliment Training in expected ways. #guildchat
2:12 PM eLearningGuild Q2) What examples of Performance Support have you seen embedded into daily life? #GuildChat
2:12 PM mpsavage RT @AdamTilted: The goals of PS and Training aren’t the same (or shouldn’t be). Both are needed for improvement and success. #GuildChat
2:12 PM AdamTilted @opurt11 I agree. Training is used too often when a job aid or something similar would be easier and better. #GuildChat
2:12 PM npmaven RT @eLearningGuild: Q2) What examples of Performance Support have you seen embedded into daily life? #GuildChat
2:12 PM Learning_Dude I guess having access to IM, and therefore peers and SMEs, is a form of Performance Support. #guildchat
2:13 PM LnDDave @opurt11 I think that speaks to the need. If it’s a task I do often, I should learn to do it; if infrequent, then PS is better. #GuildChat
2:13 PM Learning_Dude I’ve never seen it, buy dynamic job aids available based on what’s being used most that day would be…awesome. #guildchat
2:13 PM LnDDave RT @eLearningGuild: Q2) What examples of Performance Support have you seen embedded into daily life? #GuildChat
2:13 PM opurt11 @AdamTilted I’m more concerned with the opposite approach – when everything is turned into a YouTube video. #guildchat
2:13 PM LnDDave RT @AdamTilted: @opurt11 I agree. Training is used too often when a job aid or something similar would be easier and better. #GuildChat
2:13 PM AdamTilted A2) I always forget which switch turns on the light, so I labeled it. Job aid! #GuildChat
2:13 PM JD_Dillon RT @eLearningGuild: Q2) What examples of Performance Support have you seen embedded into daily life? #GuildChat
2:14 PM mpsavage #GuildChat A2) I see a lot of project related PS following a broader training that teaches a high level process for example.
2:14 PM flipchartguy A2) Checklists seem like a very common form of PS. #GuildChat
2:14 PM Learning_Dude RT @flipchartguy: A2) Checklists seem like a very common form of PS. #GuildChat
2:14 PM anitrabutler RT @eLearningGuild: Q2) What examples of Performance Support have you seen embedded into daily life? #GuildChat
2:14 PM opurt11 Q2) Overlay screens on mobile apps #guildchat
2:14 PM LnDDave A2) Stepping of a plane the first sign you always see says “Bathrooms” and “Baggage Claim”. That’s PS. #GuildChat
2:15 PM anitrabutler RT @flipchartguy: A2) Checklists seem like a very common form of PS. #GuildChat
2:15 PM npmaven RT @flipchartguy: A2) Checklists seem like a very common form of PS. #GuildChat
2:15 PM AdamTilted A2) I often have to convert time zones, so I set up a world clock. #GuildChat
2:15 PM JD_Dillon A2) Google Helpouts … Too soon? :-) #GuildChat
2:15 PM Learning_Dude @LnDDave I guess you need to be an out-of-the-box thinker to recognize some forms of PS. #guildchat
2:16 PM row4it RT @LnDDave: A1) I see performance support fully dedicated to task completion rather than learning. #GuildChat
2:16 PM flipchartguy A2) The lesson plan template our SMEs use to organize their thoughts before a presentation is my proudest form of PS!! #GuildChat
2:16 PM JD_Dillon A2) Traffic signs #GuildChat
2:17 PM LnDDave A2) The checkout process of online checkout. Make a mistake, get support. #GuildChat
2:17 PM opurt11 Q2) Using templates for documents/videos can be PS? #guildchat
2:17 PM JD_Dillon A2) I see you’re writing a letter … RIP Clippy #GuildChat
2:18 PM LnDDave A2) The absurd “Caution – Hot!” sleeves on your coffee. #GuildChat
2:18 PM mpsavage #GuildChat A2) Short video nuggets that break up a complicated task. You can use as reference as you go through performing the task
2:18 PM LnDDave A2) The armband a quarterback wears that show all the plays from the playbook. #GuildChat
2:18 PM Learning_Dude The bookmark ribbons that come in some snazzier books. #guildchat
2:19 PM eLearningGuild Q3) What are the biggest obstacles towards adding Performance Support to an organizational learning strategy? #GuildChat
2:19 PM JD_Dillon RT @LnDDave: A2) The armband a quarterback wears that show all the plays from the playbook. #GuildChat
2:19 PM Learning_Dude The emergency release magnet on a treadmill that you clip to yourself while walking/running. #guildchat
2:19 PM Quinnovator a2) the way the iPhone guides you through setting up a new phone #GuildChat
2:19 PM JD_Dillon RT @eLearningGuild: Q3) What are the biggest obstacles towards adding Performance Support to an organizational learning strategy? #GuildChat
2:19 PM opurt11 @LnDDave Great example, b/c if you haven’t learned the playbook ahead of time, the armband won’t help you. #guildchat
2:19 PM AdamTilted A3) Everyone thinks training is the answer to everything. So wrong. #GuildChat
2:19 PM npmaven RT @eLearningGuild: Q3) What are the biggest obstacles towards adding Performance Support to an organizational learning strategy? #GuildChat
2:19 PM Quinnovator RT @eLearningGuild: Q3) What are the biggest obstacles towards adding Performance Support to an organizational learning strategy? #GuildChat
2:19 PM Learning_Dude People. #guildchat
2:20 PM flipchartguy A2) Pre-loaded templates in PPT?? #GuildChat
2:20 PM Quinnovator a3) getting folks to let L&D take responsibility, not thinking Performance Support is a ‘thing’ #GuildChat
2:20 PM Learning_Dude @flipchartguy Like, Favorite and +1 for that. ;) #guildchat
2:20 PM opurt11 Q3) To me, biggest obstacle is how making the PS readily available to software users. Needs to be an easy way to get to it. #guildchat
2:20 PM JD_Dillon A3) Requires deep understanding of the task #GuildChat
2:20 PM Quinnovator RT @AdamTilted: A3) Everyone thinks training is the answer to everything. So wrong. #GuildChat
2:20 PM yosoylamarene I don’t have much to contribute, but I’m #learning a lot about Performance Support from the #GuildChat folks. Enjoying this one, thanks!
2:21 PM Learning_Dude Losing credibility as a “training” professional. If we’re not offering training, what purpose do we serve? #guildchat
2:21 PM LnDDave RT @eLearningGuild: Q3) What are the biggest obstacles towards adding Performance Support to an organizational learning strategy? #GuildChat
2:21 PM LnDDave RT @Quinnovator: a2) the way the iPhone guides you through setting up a new phone #GuildChat
2:21 PM mpsavage #GuildChat A3) Budgets are set up for “training” only. PS is not yet accepted as part of learning program.
2:21 PM Learning_Dude @yosoylamarene I’m not as familiar with it, either. I’m glad you’re enjoying the chat! #guildchat
2:21 PM opurt11 Q3) Another obstacle: How do you measure the effectiveness of PS? #guildchat
2:21 PM Quinnovator a3) taking a ‘performance’ mindset, actually doing performance consulting #guildchat
2:21 PM Learning_Dude @mpsavage That’s an excellent point. I suspect those dollars come from “the business?” #guildchat
2:22 PM flipchartguy A3) I agree with Clark… AND just general awareness among L&D folk and people who request training that PS should be a part #GuildChat
2:22 PM Quinnovator a3) knowing *how* to do performance support (and doing it well) #guildchat
2:22 PM Learning_Dude Allowing L&D to be part of that solution. Many think if it’s not training then it’s not L&D’s responsibility. #guildchat
2:22 PM opurt11 Q3) Obstacle: being able to use a different set of tools to create PS vs. training material. #guildchat
2:23 PM LnDDave A3) Organizations expect “training”; Performance Support isn’t what learning “looks like”. #GuildChat
2:23 PM JD_Dillon RT @Quinnovator: a3) knowing *how* to do performance support (and doing it well) #guildchat
2:23 PM Learning_Dude RT @LnDDave: A3) Organizations expect “training”; Performance Support isn’t what learning “looks like”. #GuildChat
2:23 PM flipchartguy @Learning_Dude On the flip side if L&D folks can save people time and $ by NOT dragging people to training, can’t we be heroes? #GuildChat
2:23 PM Learning_Dude @flipchartguy We can, assuming we can help our partners appreciate the value and perspective we bring outside the classroom. #guildchat
2:23 PM JD_Dillon A3) Becoming comfortable with tackling 1 specific need vs big strategies and org change #GuildChat
2:23 PM LnDDave A3) Performance Support often exists outside the skill set of L&D. #GuildChat
2:24 PM JD_Dillon RT @LnDDave: A3) Performance Support often exists outside the skill set of L&D. #GuildChat
2:24 PM Learning_Dude @LnDDave Is that because the business tends to hire and handle Performance Support on their own? #guildchat
2:25 PM LnDDave RT @Quinnovator: a3) knowing *how* to do performance support (and doing it well) #guildchat
2:25 PM mpsavage #GuildChat A3) I vote for changing the name.Performance support implies the performance has been accomplished and support is afterthought.
2:25 PM Learning_Dude RT @mpsavage: #GuildChat A3) I vote for changing the name.Performance support implies the performance has been accomplished and support is …
2:25 PM flipchartguy @LnDDave Isn’t the same true about subject matter expertise in general? #GuildChat
2:25 PM LnDDave A3) Lacking the “minimally disruptive” mindset that is needed for performance support. #GuildChat
2:26 PM Learning_Dude @mpsavage What about Support Performance? ;) #guildchat
2:26 PM eLearningGuild Q4) Performance Support is a change from the expectations of “training”. How can we educate stakeholders on the value of PS? #GuildChat
2:26 PM JD_Dillon RT @eLearningGuild: Q4) Performance Support is a change from the expectations of “training”. How can we educate stakeholders on the value o…
2:27 PM JD_Dillon A4) provide practical examples with tangible outcomes #guildchat
2:27 PM LnDDave @Learning_Dude I think it’s more about the history of what training is. #GuildChat
2:27 PM Learning_Dude Use data to support expected improvements. PS impacts to performance might be easier to measure than training. #guildchat
2:27 PM AdamTilted A4) I have included PS in training materials (job aid, reference sheets, etc.) without asking. The value shows itself. #GuildChat
2:28 PM JD_Dillon A4) Connect the workplace concept to meaningful real world examples #GuildChat
2:28 PM Learning_Dude Anyone have experience with dynamic, user-controlled PS like job aids, QRGs? #guildchat
2:28 PM ExpertusONE RT @flipchartguy: @Learning_Dude On the flip side if L&D folks can save people time and $ by NOT dragging people to training, can’t we be h…
2:28 PM Learning_Dude Maybe user-controlled isn’t the best phrase. Enable the end user to provide feedback, input and updates. #guildchat
2:29 PM flipchartguy a4) PS is just one more “training” tool available to organizations… if used correctly, it can also be a tool to save time and $ #GuildChat
2:29 PM ExpertusONE RT @LnDDave: A1) I see performance support fully dedicated to task completion rather than learning. #GuildChat
2:29 PM Learning_Dude @mpsavage …or Tools to Make You Better. #guildchat
2:29 PM SimonBlairTrain @Learning_Dude No, but i love that idea. Are you thinking DIY job aids? #GuildChat
2:30 PM Learning_Dude @SimonBlairTrain No. I’m thinking L&D creates the platform and maybe creates version one. Then the business, the end users… #guildchat
2:30 PM Quinnovator RT @eLearningGuild: Q4) Performance Support is a change from the expectations of “training”. How can we educate stakeholders on the value o…
2:30 PM LnDDave RT @eLearningGuild: Q4) Performance Support is a change from the expectations of “training”. How can we educate stakeholders on the value o…
2:30 PM Learning_Dude @SimonBlairTrain …have the ability to keep the documents current. Instead of static files, a dynamic interface; like a wiki. #guildchat
2:30 PM opurt11 Q4) Showing them some of the PS techniques could help; educate them on what it is. #guildchat
2:30 PM Quinnovator a4) one way is to use the 70:20:10 framework to help folks align own experience with a broader picture of supporting performance #guildchat
2:31 PM LnDDave A4) Don’t talk about “Performance Support Programs”; talk about activities and the problems they solve. #GuildChat
2:31 PM Quinnovator RT @JD_Dillon: A4) Connect the workplace concept to meaningful real world examples #GuildChat < and models
2:31 PM AdamTilted RT @LnDDave: A4) Don’t talk about “Performance Support Programs”; talk about activities and the problems they solve. #GuildChat
2:31 PM SimonBlairTrain @Learning_Dude Gotcha. I’ve tried wikis a few times, but had trouble getting traction with the end users. #GuildChat
2:31 PM anitrabutler RT @eLearningGuild: Q4) Performance Support is a change from the expectations of “training”. How can we educate stakeholders on the value o…
2:32 PM Learning_Dude @SimonBlairTrain That’s unfortunate. Who’s the real expert if L&D is a separate business unit? #guildchat
2:32 PM flipchartguy A4) Ask: aside from training, what could help you do this better (without leaving your seat)? #GuildChat
2:32 PM Learning_Dude RT @flipchartguy: A4) Ask: aside from training, what could help you do this better (without leaving your seat)? #GuildChat
2:32 PM Learning_Dude @flipchartguy Answer: Training. ;) #guildchat
2:33 PM anitrabutler RT @LnDDave: A4) Don’t talk about “Performance Support Programs”; talk about activities and the problems they solve. #GuildChat
2:33 PM ExpertusONE RT @LnDDave: A4) Don’t talk about “Performance Support Programs”; talk about activities and the problems they solve. #GuildChat
2:33 PM opurt11 @flipchartguy Or having to pick up the phone to interrupt someone else’s work to find out the answer. #guildchat
2:33 PM Learning_Dude The Biz wants training. L&D trains. The Biz says training is too $$$. L&D suggests PS, etc. The Biz says, “No. Training.” #guildchat
2:33 PM mpsavage #GuildChat Replace the “OJT” with Performance Support
2:34 PM LnDDave A4) Have the people using the PS resources share their story. #GuildChat
2:34 PM Quinnovator a4) show them the money! #guildchat
2:34 PM eLearningGuild Q5) What types of technologies do you see being used for Performance Support? How are (or can they) be used? #GuildChat
2:34 PM Quinnovator RT @eLearningGuild: Q5) What types of technologies do you see being used for Performance Support? How are (or can they) be used? #GuildChat
2:34 PM Learning_Dude Please don’t say SharePoint. #guildchat
2:35 PM opurt11 Q5) Using RoboHelp to create context-sensitive content is the first tech that comes to mind. #guildchat
2:35 PM SimonBlairTrain @opurt11 @flipchartguy If the person on the other end of that phone is willing to answer questions, why learn it yourself? #GuildChat
2:35 PM JD_Dillon RT @eLearningGuild: Q5) What types of technologies do you see being used for Performance Support? How are (or can they) be used? #GuildChat
2:35 PM AdamTilted A5) I could see a smartphone UI that allows sales ppl to look up product details, etc. #GuildChat
2:35 PM Quinnovator a5) cloud, network, portal software, ESNs, special contextual software… #guildchat
2:35 PM Learning_Dude RT @opurt11: Q5) Using RoboHelp to create context-sensitive content is the first tech that comes to mind. #guildchat
2:36 PM willconstantine RT @eLearningGuild: Q5) What types of technologies do you see being used for Performance Support? How are (or can they) be used? #GuildChat
2:36 PM LnDDave A4) Just DO some PS, the educate stakeholders based on the results. #GuildChat
2:36 PM flipchartguy a5) MS Word (to create checklists) #GuildChat
2:36 PM LnDDave RT @eLearningGuild: Q5) What types of technologies do you see being used for Performance Support? How are (or can they) be used? #GuildChat
2:36 PM willconstantine Hi All! #GuildChat
2:36 PM mpsavage #GuildChat A5) Wiki, video, quizzes
2:36 PM Learning_Dude Too many to say, but an effective ESN is key to tie all the disparate systems / experiences together. #guildchat
2:36 PM Quinnovator a5) any place you can host files organized by users (not by producer) #guildchat
2:36 PM Learning_Dude RT @Quinnovator: a5) any place you can host files organized by users (not by producer) #guildchat
2:36 PM tomspiglanin Hello #GuildChat sorry for the late arrival. How is everyone today?
2:36 PM opurt11 Q5) Captivate can be used to create short, topic-specific videos. #guildchat
2:36 PM tomspiglanin RT @eLearningGuild: Q5) What types of technologies do you see being used for Performance Support? How are (or can they) be used? #GuildChat
2:37 PM flipchartguy @SimonBlairTrain @opurt11 Sometimes the person on the other end of the phone also decides whether to promote you or not… #GuildChat
2:37 PM AdamTilted @tomspiglanin Hi Tom #GuildChat
2:37 PM SimonBlairTrain A5: The doctor at the hospital used his iPhone to look up side-effects for my son’s meds as part of diagnosing his headache. #GuildChat
2:37 PM Learning_Dude @SimonBlairTrain Very cool. Thanks for sharing that experience. #guildchat
2:37 PM willconstantine A5) Something like Google Docs where you can access user generated information that is also edited based on users. #GuildChat
2:38 PM LnDDave RT @SimonBlairTrain: A5: The doctor at the hospital used his iPhone to look up side-effects for my son’s meds as part of diagnosing his hea…
2:38 PM tomspiglanin A5) Performance support is more “just in time” that what we used to call just in time. Often that means mobile access #guildchat
2:39 PM Learning_Dude A5) It’s critical to involve IT and business leaders to ensure the tech you DO have is relevant. We’re still on IE 8… #guildchat
2:40 PM AdamTilted A5) A piece of paper with a list of steps can work pretty well in a lot of situations. #GuildChat
2:40 PM LnDDave A5) I use Post-It notes as a low-tech PS tool all the time. #GuildChat
2:40 PM tomspiglanin A5) Any private social streams in the workplace can be used for live office hours to answer urgent questions #guildchat
2:40 PM SimonBlairTrain @tomspiglanin Yes! Great way to be sure it’ll be available right when it’s needed. #GuildChat
2:40 PM AdamTilted Sometimes I think we overthink it. #GuildChat
2:40 PM flipchartguy RT @LnDDave: A5) I use Post-It notes as a low-tech PS tool all the time. #GuildChat
2:41 PM Learning_Dude Low-tech, and expensive…higher cubicle walls to reduce background noise in call centers. #guildchat
2:41 PM eLearningGuild Q6) What’s different about the design of Performance Support Solutions than traditional Instructional Design? #GuildChat
2:42 PM SimonBlairTrain A5: @AdamTilted Similarly, I’ve seen fast food PS that was an exploded picture of the sandwich. Shows the order of toppings. #GuildChat
2:42 PM Quinnovator RT @eLearningGuild: Q6) What’s different about the design of Performance Support Solutions than traditional Instructional Design? #GuildChat
2:42 PM Learning_Dude ID is about learning experiences. PS is about production experiences. #guildchat
2:42 PM LnDDave RT @eLearningGuild: Q6) What’s different about the design of Performance Support Solutions than traditional Instructional Design? #GuildChat
2:42 PM tomspiglanin A5) BTW, I think it’s brilliant of @eLearningGuild to collocate PSS and mLearnCon for this very reason
#guildchat
2:42 PM LnDDave RT @AdamTilted: Sometimes I think we overthink it. #GuildChat
2:42 PM tomspiglanin RT @eLearningGuild: Q6) What’s different about the design of Performance Support Solutions than traditional Instructional Design? #GuildChat
2:42 PM Quinnovator a6) the ‘least assistance principle’, not everything you can do, but the minimal to get them back into the flow #guildchat
2:42 PM anitrabutler RT @eLearningGuild: Q6) What’s different about the design of Performance Support Solutions than traditional Instructional Design? #GuildChat
2:43 PM anitrabutler RT @Learning_Dude: ID is about learning experiences. PS is about production experiences. #guildchat
2:43 PM Quinnovator a6) a willingness to use whatever works, rather than having to create a ‘course’ #guildchat
2:43 PM SimonBlairTrain A6: ID is for teaching/learning, PS is for doing. #GuildChat
2:43 PM LnDDave RT @Quinnovator: a6) the ‘least assistance principle’, not everything you can do, but the minimal to get them back into the flow #guildchat
2:43 PM opurt11 Q6) PS uses tools like Glibert’s Behavior Engineering Model that ID would never consider. #guildchat
2:43 PM LnDDave A6) Less is more. #GuildChat
2:44 PM tomspiglanin A6) In traditional ID, you build in context for relevance and meaning. with PerfSupport, context and meaning exist #guildchat
2:44 PM Learning_Dude ID is used in more static settings, whereas PS is used in dynamic unanticipate-able settings. #guildchat
2:44 PM AdamTilted A6) PS is “reference that I can get now when I’m stuck.” ID is “internalize something new to change behavior.” #GuildChat
2:44 PM opurt11 RT @tomspiglanin: A6) In traditional ID, you build in context for relevance and meaning. with PerfSupport, context and meaning exist #guild…
2:44 PM flipchartguy a6) Traditional instr design is focused on a practice setting… PS is focused on the real-world. #GuildChat
2:44 PM anitrabutler RT @SimonBlairTrain: A6: ID is for teaching/learning, PS is for doing. #GuildChat
2:44 PM Learning_Dude RT @AdamTilted: A6) PS is “reference that I can get now when I’m stuck.” ID is “internalize something new to change behavior.” #GuildChat
2:44 PM mpsavage #GuildChat A6) for PS you have to think minimalistic and focused. ID is about engagement and learning experience
2:44 PM Quinnovator a6) putting the answer ‘in the world’, not ‘in the head’ #guildchat
2:44 PM MelMilloway I have a mini break to join #guildchat!
2:44 PM LnDDave RT @Quinnovator: a6) a willingness to use whatever works, rather than having to create a ‘course’ #guildchat
2:44 PM anitrabutler RT @Learning_Dude: ID is used in more static settings, whereas PS is used in dynamic unanticipate-able settings. #guildchat
2:45 PM Learning_Dude PS is for the Moment of Need. ID is for the Moment of Seed (i.e., teaching, training). I tried. #guildchat
2:45 PM willconstantine RT @eLearningGuild: Q6) What’s different about the design of Performance Support Solutions than traditional Instructional Design? #GuildChat
2:45 PM MelMilloway RT @eLearningGuild: Q6) What’s different about the design of Performance Support Solutions than traditional Instructional Design? #GuildChat
2:45 PM Quinnovator RT @Learning_Dude: PS is for the Moment of Need. ID is for the Moment of Seed (i.e., teaching, training). I tried. #guildchat < cute!
2:45 PM LnDDave A6) Performance Support Design is solely focused on someone’s ability to complete a task. #GuildChat
2:45 PM tomspiglanin @LnDDave @Quinnovator right; good enough is, for Perf Support. In ID we tend to go beyond what’s needed for completeness sake #guildchat
2:46 PM anitrabutler RT @Learning_Dude: PS is for the Moment of Need. ID is for the Moment of Seed (i.e., teaching, training). I tried. #guildchat
2:46 PM MelMilloway A6 We have to think of something that fits organically into the scenario. #GuildChat
2:46 PM willconstantine A6) The PS should already be embedded within the context of the job or function it is supporting #GuildChat
2:46 PM Learning_Dude PS is about getting people TO places and information. ID is about giving people places and information. #guildchat
2:46 PM flipchartguy @tomspiglanin Sometimes not only context and meaning, but *desperation* also exists when PS is needed #GuildChat
2:47 PM tomspiglanin A6) Performance Support = Larry the Cable Guy: “Get ‘er done” ID = “take my entire course or find something you can use” #guildchat
2:47 PM Learning_Dude ID demonstrates using a system; PS facilitates using it better. #guildchat
2:48 PM mpsavage RT @Learning_Dude: PS is about getting people TO places and information. ID is about giving people places and information. #guildchat
2:48 PM eLearningGuild Q7) What are some small ways you can start to incorporate Performance Support into your work TODAY? #GuildChat
2:48 PM SimonBlairTrain @flipchartguy @tomspiglanin Good point. You don’t need to add WIIFM to PS because the audience seeks it out. #GuildChat
2:48 PM tomspiglanin A6) Honestly at times, ID means countless hours planning and building. PS often means working the Google #done #guildchat
2:48 PM Learning_Dude Define it for your organization. #guildchat
2:48 PM opurt11 Q7) Ask software developers to incorporate a tool w/in the interface to give users access to PS content you create. #guildchat
2:49 PM Learning_Dude If your organization (L&D and the Business) aren’t speaking the same language, you’re already a failing. #guildchat
2:49 PM tomspiglanin RT @SimonBlairTrain: @flipchartguy @tomspiglanin Good point. You don’t need to add WIIFM to PS because the audience seeks it out. #GuildChat
2:49 PM JD_Dillon RT @eLearningGuild: Q7) What are some small ways you can start to incorporate Performance Support into your work TODAY? #GuildChat
2:49 PM tomspiglanin RT @eLearningGuild: Q7) What are some small ways you can start to incorporate Performance Support into your work TODAY? #GuildChat
2:49 PM Learning_Dude RT @opurt11: Q7) Ask software developers to incorporate a tool w/in the interface to give users access to PS content you create. #guildchat
2:49 PM MelMilloway @Learning_Dude I like this. I feel like PS could be like an easy button. #GuildChat
2:49 PM JD_Dillon A7) Look for small areas of improvement that can be impacted by simple solutions – like job aids #guildchat
2:49 PM MelMilloway RT @eLearningGuild: Q7) What are some small ways you can start to incorporate Performance Support into your work TODAY? #GuildChat
2:49 PM Quinnovator RT @eLearningGuild: Q7) What are some small ways you can start to incorporate Performance Support into your work TODAY? #GuildChat
2:49 PM Learning_Dude RT @MelMilloway: @Learning_Dude I like this. I feel like PS could be like an easy button. #GuildChat
2:49 PM AdamTilted A7) Provide job aids, glossaries, reference guides, etc. with training. #GuildChat
2:50 PM Quinnovator a7) start with the mentality that a course is your tool of *last* resort #guildchat
2:50 PM mpsavage #GuildChat A7) Why small? I think we need to real push PS.
2:50 PM Quinnovator RT @mpsavage: #GuildChat A7) Why small? I think we need to real push PS. < hear hear!
2:50 PM willconstantine RT @eLearningGuild: Q7) What are some small ways you can start to incorporate Performance Support into your work TODAY? #GuildChat
2:50 PM tomspiglanin A7) First and foremost, please always challenge the request to build a course. It’s the first step #sevensteps #guildchat
2:50 PM flipchartguy a7) TODAY I am finishing ID for an upcoming training… PS will be part of the “for more info” part to these lesson plans #GuildChat
2:50 PM Learning_Dude From a quality perspective, enforce consistent formatting. If all job aids look the same it’s easier to find info. #guildchat
2:50 PM CraigTaylor74 RT @AdamTilted: Sometimes I think we overthink it. #GuildChat
2:50 PM LnDDave A6) The best PS design is completely transparent to the recipient. It’s just part of work. #GuildChat
2:51 PM LnDDave RT @eLearningGuild: Q7) What are some small ways you can start to incorporate Performance Support into your work TODAY? #GuildChat
2:51 PM opurt11 RT @Learning_Dude: From a quality perspective, enforce consistent formatting. If all job aids look the same it’s easier to find info. #guil…
2:51 PM SimonBlairTrain A7: Find the mistakes people (including you) are making, make a solution. Get it into the workflow. #GuildChat
2:51 PM Learning_Dude Have this same conversation with your business partners and leadership. Explain PS to them. #guildchat
2:51 PM MelMilloway RT @LnDDave: A6) The best PS design is completely transparent to the recipient. It’s just part of work. #GuildChat
2:51 PM willconstantine A7) I have trouble following Robert’s Rules during board meetings so I am creating a mobile PS that helps me #GuildChat
2:51 PM Learning_Dude @SimonBlairTrain Create a documented workflow. #guildchat
2:52 PM Quinnovator @Learning_Dude would argue with that, think the best mapping is to how we process. Consistency within that, yes #guildchat
2:52 PM PatriceKiraly RT @Quinnovator: a6) putting the answer ‘in the world’, not ‘in the head’ #guildchat
2:52 PM flipchartguy @Quinnovator @mpsavage Small can mean quick wins (which are important for adoption)… of course, it doesn’t end with small. #GuildChat
2:52 PM JD_Dillon A7) Create simple aids when you run into common problems – like conference call commands #GuildChat
2:52 PM willconstantine P.S. – Looking at your calendar is PS #GuildChat
2:52 PM LnDDave RT @SimonBlairTrain: A7: Find the mistakes people (including you) are making, make a solution. Get it into the workflow. #GuildChat
2:52 PM anitrabutler RT @Learning_Dude: ID demonstrates using a system; PS facilitates using it better. #guildchat
2:52 PM anitrabutler RT @eLearningGuild: Q7) What are some small ways you can start to incorporate Performance Support into your work TODAY? #GuildChat
2:53 PM MathVermeulen Last time I spoke about performance support at an event, some people asked what it had to do with learning and development. #guildchat #omg
2:53 PM tomspiglanin iPhone help anyone? MT @MelMilloway @LnDDave: A6) best PS design completely transparent to recipient. It’s just part of work. #GuildChat
2:53 PM Learning_Dude @Quinnovator Makes sense, and from that perspective the end user has more power/control. #guildchat
2:53 PM Quinnovator a7) see if you can build course around how to use PS tool, not how to get into head #guildchat
2:54 PM Learning_Dude Have ID do PS work, and PS do ID work. Once they’ve felt each other’s pain, the wrinkles iron themselves out. #guildchat
2:54 PM willconstantine A7) I talk about how I use PS in how I learn for myself in this post http://t.co/EoHU1yA1MT See if it useful #GuildChat
2:54 PM LnDDave A7) Challenge your current processes. Start from a place of minimal disruption. #GuildChat
2:54 PM McGough3R A5: I see a great use for myBrainShark as a virtual way to check performance with a multimedia platform. #GuildChat
2:54 PM mpsavage RT @Quinnovator: a7) see if you can build course around how to use PS tool, not how to get into head #guildchat
2:55 PM tomspiglanin Is it just me or does it seem good PS for those practicing ID might be badly needed?  #guildchat
2:55 PM SimonBlairTrain @Quinnovator Yes! I’ve had requests for courses recently where PS was already in place. My focus became using the tools. #GuildChat
2:55 PM LnDDave A7) Launch a small pilot; don’t be afraid to just try something different. #GuildChat
2:55 PM Quinnovator RT @SimonBlairTrain: @Quinnovator Yes! I’ve had requests for courses recently where PS was already in place. My focus became using the tool…
2:55 PM opurt11 @SimonBlairTrain @Quinnovator Fascinating approach. I like this. #guildchat
2:55 PM eLearningGuild Time is drawing short. Any final thoughts you’d like to share about today’s topic? #GuildChat
2:56 PM eLearningGuild Interested in contributing to our new Technology & Training blog series? Contact @LnDDave for details. http://t.co/fXst6lFvff  #GuildChat
2:56 PM Learning_Dude I realize how much I have to learn about Performance Support. ;) #guildchat
2:56 PM AdamTilted This was an interesting discussion. Lots to think about. #GuildChat
2:56 PM Learning_Dude RT @AdamTilted: This was an interesting discussion. Lots to think about. #GuildChat
2:56 PM McGough3R Sorry but I am a novice to your chat. Can someone provide a quick definition for performance support? #GuildChat
2:57 PM opurt11 “Training Ain’t Performance” by Harold Stolovich is a good start for learning about the nuances of PS vs. training. #guildchat
2:57 PM Quinnovator final thought: PS part of overall performance ecosystem, social/informal, PS, *and* formal.  Need to keep bigger picture in mind #guildchat
2:57 PM willconstantine Jumped in and jumped out! Have a great weekend everyone! Stay warm (for those that apply) #GuildChat
2:57 PM anitrabutler RT @eLearningGuild: Interested in contributing to our new Technology & Training blog series? Contact @LnDDave for details. http://t.co/fXst…
2:57 PM JD_Dillon RT @eLearningGuild: Interested in contributing to our new Technology & Training blog series? Contact @LnDDave for details. http://t.co/fXst…
2:57 PM eLearningGuild Take a deep dive into this topic at the 2015 Performance Support Symposium – Details here: http://t.co/g0a7W2uvT2 #GuildChat
2:57 PM SimonBlairTrain If you can get the client/business to “own” their own training, it’s way easier to sell PS. #GuildChat
2:57 PM LnDDave RT @eLearningGuild: Interested in contributing to our new Technology & Training blog series? Contact @LnDDave for details. http://t.co/fXst…
2:57 PM Learning_Dude @opurt11 Don’t have that yet, but love “Telling Ain’t Training.” #guildchat
2:57 PM McGough3R I jumped in late, but this was a vibrant virtual community discussion. TY #GuildChat
2:58 PM willconstantine @McGough3R http://t.co/sWrbDVoUjH #GuildChat
2:58 PM eLearningGuild Join us for #GuildChat next week! We’ll be discussing Free and Low-Cost Tools for Learning. Get a preview here: http://t.co/RDn1Bj3krW
2:58 PM Quinnovator and both Rossett/Schafer and Gottfredson/Mosher are good starts for PS #guildchat
2:58 PM mpsavage RT @opurt11: “Training Ain’t Performance” by Harold Stolovich is a good start for learning about the nuances of PS vs. training. #guildchat
2:58 PM JD_Dillon Glad I was able to catch part of #guildchat! JD in Orlando, hope to see folks at #LSCon and #ATD2015 in town soon!
2:58 PM Learning_Dude @McGough3R Another good one is #lrnchat which happens on Thursdays at 8:30 PM EST. #guildchat
2:58 PM Learning_Dude RT @eLearningGuild: Join us for #GuildChat next week! We’ll be discussing Free and Low-Cost Tools for Learning. Get a preview here: http://…
2:58 PM willconstantine RT @eLearningGuild: Join us for #GuildChat next week! We’ll be discussing Free and Low-Cost Tools for Learning. Get a preview here: http://…
2:59 PM LnDDave @McGough3R Check out this article for a good Performance Support primer: http://t.co/6WN3vD2p7q #GuildChat
2:59 PM eLearningGuild What topics would you like to see explored during #GuildChat? Complete our 2 minute survey to share your thoughts: http://t.co/C58zeUsXZe
2:59 PM Learning_Dude Always a pleasure. I’ll be at #LSCon in Orlando next month. Stephen from Roanoke, Virginia, USA. http://t.co/YlGtewyfYv #guildchat
2:59 PM Quinnovator The bigger picture is part of the L&D revolution, 611 at Learning Solutions if you’ll be there #guildchat
2:59 PM LnDDave RT @eLearningGuild: Join us for #GuildChat next week! We’ll be discussing Free and Low-Cost Tools for Learning. Get a preview here: http://…
2:59 PM LambertJay RT @eLearningGuild: #GuildChat starts in just 5 minutes. We’re exploring how to get started with performance support. Join us! #elguild
2:59 PM LnDDave @McGough3R #GuildChat takes place every week at this time!
3:00 PM LnDDave RT @eLearningGuild: Take a deep dive into this topic at the 2015 Performance Support Symposium – Details here: http://t.co/g0a7W2uvT2 #Guil…
3:00 PM mpsavage RT @LnDDave: @McGough3R Check out this article for a good Performance Support primer: http://t.co/6WN3vD2p7q #GuildChat
3:00 PM DictionaryVoice RT @McGough3R: Sorry but I am a novice to your chat. Can someone provide a quick definition for performance support? #GuildChat
3:00 PM anthkris RT @LnDDave: @McGough3R Check out this article for a good Performance Support primer: http://t.co/6WN3vD2p7q #GuildChat
3:00 PM eLearningGuild Thanks for joining #GuildChat everyone. Have a great weekend!
3:13 PM LambertJay RT @Quinnovator: and both Rossett/Schafer and Gottfredson/Mosher are good starts for PS #guildchat
3:14 PM LambertJay RT @Quinnovator: final thought: PS part of overall performance ecosystem, social/informal, PS, *and* formal.  Need to keep bigger picture i…
3:23 PM weisblatt RT @ExpertusONE: Relates to today’s #GuildChat performance support topic: “Software Training Reloaded” http://t.co/Hwyf5W7jKe by @weisblatt…
4:02 PM drubeli RT @Quinnovator: final thought: PS part of overall performance ecosystem, social/informal, PS, *and* formal.  Need to keep bigger picture i…
4:13 PM criticallearner RT @AdamTilted: @opurt11 I agree. Training is used too often when a job aid or something similar would be easier and better. #GuildChat

Written by

David Kelly is the CEO of The Learning Guild. Prior to joining The Learning Guild, David spent more than 15 years in senior management learning and performance roles, including serving as SVP at New York Community Bancorp and in VP roles at Carver Federal Savings Bank and ACLD. He is a leading voice exploring how technology can be used to enhance training, education, learning, and organizational performance. David is an active member of the learning community and frequently contributes to the industry by writing and speaking at industry events. He is known for his curation efforts, especially related to conferences and events for learning and performance professionals.

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