#GuildChat for 05/08/2015: Using Electronic Performance Support Systems (EPSS)

Our next #GuildChat takes place Friday May 8th at 11am PT / 2pm ET. Our topic for this week’s chat is Using Electronic Performance Support Systems (EPSS).

Electronic Performance Support Systems (EPSS) have been around for decades, but they have seen a resurgence of interest in recent years as new technologies provide great accessibility to providing EPSS solutions to today’s office-based and mobile workforce.

In this week’s #GuildChat we’re joined by Gary Wise, Performance and Learning Solutions Strategist at Intellinex, a Xerox Company. During the chat we’re going to explore the current state of Electronic Performance Support Systems, and the opportunities they present for learning and development. We’ll explore what EPSS means in the context of today’s advanced technologies, and how organizations are putting them to use. We’ll also discuss what the reemergence of the EPSS means to the world of the learning and performance professional.

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

Which features of an EPSS do you think are most critical? Why?
What should be in place in an organization before you start evaluating EPSS technology vendors?
What are the real and potential barriers to successfully implementing EPSS?
What new skills will be important to maximize your EPSS implementation?
What are some of the key impact measures to expect from using EPSS?
How well does mobile technology play with EPSS?
When does an EPSS not make sense as a solution?

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.

2:01 PM	eLearningGuild	Welcome to #GuildChat, brought to you by @eLearningGuild. Today we’re talking Electronic Performance Support Systems. #elGuild
2:02 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.
2:02 PM	LnDDave	Greetings All. David from @eLearningGuild, jumping into another hour of #GuildChat. Join us! We’re talking #EPSS with @Gdogwise
2:02 PM	LnDDave	RT @eLearningGuild: Welcome to #GuildChat, brought to you by @eLearningGuild. Today we’re talking Electronic Performance Support Systems. #…
2:02 PM	eLearningGuild	We’re pleased to welcome @Gdogwise a special guest to today’s chat. #GuildChat
2:02 PM	Gdogwise	@LnDDave @eLearningGuild – Hey David! #guildchat
2:03 PM	britz	RT @eLearningGuild: We’re pleased to welcome @Gdogwise a special guest to today’s chat. #GuildChat
2:03 PM	Gdogwise	@eLearningGuild – Nice to be here and so nice to called “special” #guildchat
2:03 PM	eLearningGuild	Please take a moment to introduce and tell us a bit about yourself. The first question will be posed in just twominutes. #GuildChat
2:03 PM	JaneBozarth	RT @LnDDave: Greetings All. David from @eLearningGuild, jumping into another hour of #GuildChat. Join us! We’re talking #EPSS with @Gdogwise
2:03 PM	LnDDave	Interesting… Twitter search has been updated again. #GuildChat
2:03 PM	LnDDave	RT @eLearningGuild: We’re pleased to welcome @Gdogwise a special guest to today’s chat. #GuildChat
2:04 PM	opurt11	Chad Lowry, Customer Education Manager, Chicago. Working with a team that produces training and technical writing for software. #guildchat
2:05 PM	LnDDave	@opurt11 Welcome Chad. Good to see you. #GuildChat
2:05 PM	eLearningGuild	Q1) Which features of an EPSS do you think are most critical? Why? #GuildChat
2:05 PM	Gdogwise	I’m currently a Sr. Performance Consultant – Solutions Strategist with Xerox. Actively working several EPS implementations #guildchat
2:06 PM	opurt11	@LnDDave Thanks, Dave. Kind of excited to see if I have more to share or learn this week! #guildchat
2:06 PM	britz	RT @eLearningGuild: Q1) Which features of an EPSS do you think are most critical? Why? #GuildChat
2:06 PM	LnDDave	RT @eLearningGuild: Q1) Which features of an EPSS do you think are most critical? Why? #GuildChat
2:06 PM	opurt11	Q1) An EPSS should be easily searchable, w/simple interface. Let users find the information as fast as possible. #guildchat
2:07 PM	MelMilloway	Hai everyone, swinging by for #GuildChat
2:07 PM	IOErikaO	#GuildChat Co-owner of Smart Workplace Consulting. In the Houston Area. Passionate about connecting employees & employers.
2:07 PM	willconstantine	RT @eLearningGuild: Q1) Which features of an EPSS do you think are most critical? Why? #GuildChat
2:07 PM	Gdogwise	@eLearningGuild – Many features – key is defining what your requirements dictate. Current project is single source documentation #guildchat
2:07 PM	opurt11	Q1) Use of an EPSS should require minimal to no guidance; using it should be as obvious as possible. #guildchat
2:07 PM	willconstantine	Happy Friday everyone! #GuildChat
2:08 PM	deacti_vate	Hi everyone!! #GuildChat
2:08 PM	britz	RT @opurt11: Q1) Use of an EPSS should require minimal to no guidance; using it should be as obvious as possible. #guildchat
2:08 PM	LnDDave	A1) Accessibility of the support system within the task as much as possible. #GuildChat
2:08 PM	LnDDave	RT @Gdogwise: @eLearningGuild – Many features – key is defining what your requirements dictate. Current project is single source documentat…
2:08 PM	MelMilloway	Checking out the #DevLearn 2015 site, pretty sweet image. #GuildChat
2:08 PM	ksternuwspedu	@eLearningGuild #guildchat Katie Stern, a professor of web and digital media development in Wisconsin
2:09 PM	deacti_vate	In case anyone needs a quick definition: http://t.co/ZBOJQD7pBJ #GuildChat
2:09 PM	LnDDave	A1) EPSS focus on tasks, and tasks change and evolve over time; An EPSS solution should be easy to update. #GuildChat
2:10 PM	deacti_vate	A1) An EPSS definitely shouldn’t hinder the work in any way (e.g. forcing someone to go through it before completing a task) #guildchat
2:10 PM	TheSquareLemon	RT @eLearningGuild: Please take a moment to introduce and tell us a bit about yourself. The first question will be posed in just twominutes…
2:11 PM	LnDDave	RT @deacti_vate: In case anyone needs a quick definition: http://t.co/ZBOJQD7pBJ #GuildChat
2:11 PM	Gdogwise	A1) Easy to update should update multiple assets simulataneously…that’s where single source documentation shines #guildchat
2:11 PM	britz	RT @Gdogwise A1) Easy to update should update multiple assets simulataneously…that’s where single source documentation shines #guildchat
2:12 PM	eLearningGuild	Q2) What should be in place in an organization before you start evaluating EPSS technology vendors? #GuildChat
2:12 PM	deacti_vate	Following along to #CMGRHangout while participating in #GuildChat – Fridays at 2 are popular!
2:12 PM	britz	A1) In orgs with rapidly changing information/tech supporting user generated content would be a plus #guildchat
2:12 PM	IOErikaO	#GuildChat A1) Something that doesnt require doctorate to operate. I know its a basic answer but user friendliness is 100% important to me
2:13 PM	JaneBozarth	RT @eLearningGuild: Q2) What should be in place in an organization before you start evaluating EPSS technology vendors? #GuildChat
2:13 PM	opurt11	Q2) Need a team/person to own the EPSS content and development. Otherwise, you skim the surface of whatever you buy. #guildchat
2:13 PM	Gdogwise	Q2) – Accurate learning & performance requirements in your ecosystem…the technology selection should be last #guildchat
2:13 PM	LearnovateSA	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…
2:13 PM	LearnovateSA	RT @eLearningGuild: Welcome to #GuildChat, brought to you by @eLearningGuild. Today we’re talking Electronic Performance Support Systems. #…
2:13 PM	LnDDave	RT @eLearningGuild: Q2) What should be in place in an organization before you start evaluating EPSS technology vendors? #GuildChat
2:13 PM	LnDDave	RT @Gdogwise: A1) Easy to update should update multiple assets simulataneously…that’s where single source documentation shines #guildchat
2:13 PM	MelMilloway	A2 The support to make any changes or updates to the EPSS. #GuildChat https://t.co/FFINXF1JeI
2:14 PM	LnDDave	RT @Gdogwise: Q2) – Accurate learning & performance requirements in your ecosystem…the technology selection should be last #guildchat
2:14 PM	LnDDave	RT @Gdogwise: Q2) – Accurate learning & performance requirements in your ecosystem…the technology selection should be last #guildchat
2:14 PM	JaneBozarth	A2 orgs need to know what they want the system to do, what is the performance to be supported – and not let vendor tell them #guildchat
2:14 PM	JaneBozarth	RT @Gdogwise: Q2) – Accurate learning & performance requirements in your ecosystem…the technology selection should be last #guildchat
2:14 PM	Gdogwise	A2) Another requirement would be to have the performance consulting skills to accomplish discovery @ the point of work #guildchat
2:15 PM	Gdogwise	@JaneBozarth – Amen, Jane! #guildchat
2:15 PM	britz	@IOErikaO You would have appreciated #lrnchat this past week on “Learning Elimination” http://t.co/xUDac4BA6W #guildchat
2:16 PM	Gdogwise	A2) would also suggest a small proof of concept with visible KPIs you can use to justify the EPSS purchase #guildchat
2:16 PM	LnDDave	A2) An organizational culture that has matured to the point of understanding that training should not be the default solution. #GuildChat
2:16 PM	LnDDave	RT @JaneBozarth: A2 orgs need to know what they want the system to do, what is the performance to be supported – and not let vendor tell th…
2:17 PM	LnDDave	A2) A training department that doesn’t see EPSS as a threat. #GuildChat
2:17 PM	Gdogwise	A2) David could you be suggesting a paradigm shift? Bravo! #guildchat
2:17 PM	LnDDave	RT @Gdogwise: A2) would also suggest a small proof of concept with visible KPIs you can use to justify the EPSS purchase #guildchat
2:18 PM	opurt11	Q2) Make sure the resource(s) you tap to manage new content is also capable in dealing with legacy content from multiple systems. #guildchat
2:18 PM	willconstantine	RT @eLearningGuild: Q2) What should be in place in an organization before you start evaluating EPSS technology vendors? #GuildChat
2:18 PM	JaneBozarth	RT @LnDDave: A2) An organizational culture that has matured to the point of understanding that training should not be the default solution.…
2:18 PM	Gdogwise	A2) Training can indeed see EPSS as a threat. I’ve experienced twice so far! this is a CHANGE MGMT journey as much as a shift #guildchat
2:18 PM	LnDDave	@Gdogwise I’d like to think that most people naturally evolve to that conclusion given the right exposure to options. #GuildChat
2:19 PM	JaneBozarth	RT @britz: @IOErikaO You would have appreciated #lrnchat this past week on “Learning Elimination” http://t.co/xUDac4BA6W #guildchat
2:19 PM	eLearningGuild	Q3) What are the real and potential barriers to successfully implementing EPSS? #GuildChat
2:19 PM	willconstantine	Q2) A support system to maintain the EPSS #GuildChat
2:19 PM	MelMilloway	@Gdogwise I think it would be a godsend! #Guildchat
2:19 PM	LnDDave	RT @Gdogwise: A2) Training can indeed see EPSS as a threat. I’ve experienced twice so far! this is a CHANGE MGMT journey as much as a shift…
2:19 PM	JaneBozarth	RT @LnDDave: A2) A training department that doesn’t see EPSS as a threat. #GuildChat
2:20 PM	willconstantine	@Gdogwise agree #GuildChat
2:20 PM	LnDDave	RT @eLearningGuild: Q3) What are the real and potential barriers to successfully implementing EPSS? #GuildChat
2:20 PM	JaneBozarth	Last night’s #lrnchat attendees might like to pop in to today’s #guildchat on #EPSS. Happening now.
2:20 PM	opurt11	Q3) It can be frustrating to try to guess where users will look for or think to access content at the moment of need. #guildchat
2:20 PM	willconstantine	RT @eLearningGuild: Q3) What are the real and potential barriers to successfully implementing EPSS? #GuildChat
2:20 PM	LnDDave	A3) Barriers? Did I mention that training departments can see EPSS as a threat? :-) #GuildChat
2:20 PM	Gdogwise	A3) Disbelief there is something other than training as solution…truly is a change mgmt opp. A visible prrof of concept is key! #guildchat
2:21 PM	LnDDave	RT @JaneBozarth: Last night’s #lrnchat attendees might like to pop in to today’s #guildchat on #EPSS. Happening now.
2:21 PM	JaneBozarth	@LnDDave oh my yes. The threat of an employee being able to perform without being “trained” first seems to be huge. #guildchat
2:21 PM	willconstantine	Q3) one BIG barrier aside from the change aspect is the current technology and how it is currently being used #GuildChat
2:21 PM	MelMilloway	A3 Cost, time, issues working with IT (if its something complicated), every1 needs to be on the same page #Guildchat https://t.co/iYfLcp0wIx
2:22 PM	LnDDave	A3) An inability to “sell” performance support to stakeholders who think learning should look like training or school. #GuildChat
2:22 PM	Gdogwise	A3 – @opurt11 that’s why front end discovery is essential. It’s more than a workflow. Need logistics of how users use resources #guildchat
2:22 PM	opurt11	Q3) People need to let go of silos they’ve created for “their” content. EPSS works only in a network w/ openly shared content. #guildchat
2:22 PM	LnDDave	RT @Gdogwise: A3) Disbelief there is something other than training as solution…truly is a change mgmt opp. A visible prrof of concept is …
2:22 PM	britz	@Gdogwise Sad. Training is best when not a 1-n-done event, PS helps ensure execution. So many don’t get this still #guildchat
2:23 PM	willconstantine	@opurt11 That’s where a deep analysis of job task analysis or a work breakdown structure might fit in to remove guessing #GuildChat
2:23 PM	urbie	RT @eLearningGuild: Q1) Which features of an EPSS do you think are most critical? Why? #GuildChat
2:23 PM	JaneBozarth	@eLearningGuild Sorry, but often it’s trainers. Barriers to elearning, social media for learning, eliminating learning… #guildchat
2:23 PM	JaneBozarth	RT @britz: @Gdogwise Sad. Training is best when not a 1-n-done event, PS helps ensure execution. So many don’t get this still #guildchat
2:23 PM	urbie	#guildchat late arrival.. seems I’m into Friday a might early
2:24 PM	opurt11	@willconstantine Absolutely, great call. Task Analysis is why Instructional Designers should be key allies in developing an EPSS. #guildchat
2:24 PM	LnDDave	A3) I think the term “performance support” can be a barrier. “Performance support” and “supporting performance” are not the same. #GuildChat
2:24 PM	marklearns	RT @deacti_vate: A1) EPSS shouldn’t hinder the work in any way (e.g. forcing one to go through before completing a task) #guildchat
2:24 PM	Gdogwise	A3) Have actually seen trainers and IDs panic and feel jobs are at risk. NOT…but they will change. #guildchat
2:24 PM	willconstantine	Q3) EPSS should also be embedded into the workflow so there is no extra effort to get the support #GuildChat
2:24 PM	IOErikaO	RT @LnDDave: A3) An inability to “sell” performance support to stakeholders who think learning should look like training or school. #GuildC…
2:24 PM	opurt11	RT @willconstantine: @opurt11 That’s where a deep analysis of job task analysis or a work breakdown structure might fit in to remove guessi…
2:25 PM	AlwaysBreaking	.@LnDDave Exactly. People think training dept. should just do training. Training should be a last resort. #guildchat
2:25 PM	JaneBozarth	@britz @Gdogwise yes, there seems to be much confusion over whether role is to “teach content” or “support performance” #guildchat
2:25 PM	Gdogwise	A3) – I now “hide EPS pill in the cheese” and tell them is what they asked for…and avoid the how #guildchat
2:25 PM	JD_Dillon	Sorry for joining #GuildChat so late! JD from Orlando … What’s up and where are we?
2:25 PM	LnDDave	A3) The lack of a mindset that starts with “What’s the least I can do to solve the performance problem?” #GuildChat
2:25 PM	urbie	#guildchat A1 Simplicity of use. Easy to get at. An interface with a context, so little to any GUI training is needed.
2:25 PM	JaneBozarth	@marklearns @deacti_vate yes be careful of too many hoops. Shouldn’t be painful to use. Shouldn’t add MORE work to use it. #guildchat
2:26 PM	urbie	RT @eLearningGuild: Q2) What should be in place in an organization before you start evaluating EPSS technology vendors? #GuildChat
2:26 PM	eLearningGuild	Q4) What new skills will be important to maximize your EPSS implementation? #GuildChat
2:26 PM	mirgray	RT @JaneBozarth: @LnDDave oh my yes. The threat of an employee being able to perform without being “trained” first seems to be huge. #guild…
2:26 PM	MelMilloway	@Gdogwise I agree. I think our jobs are already starting to change but def. not go away, if anything I see more. #GuildChat
2:26 PM	willconstantine	RT @eLearningGuild: Q4) What new skills will be important to maximize your EPSS implementation? #GuildChat
2:27 PM	npmaven	RT @AlwaysBreaking: .@LnDDave Exactly. People think training dept. should just do training. Training should be a last resort. #guildchat
2:27 PM	npmaven	RT @urbie: #guildchat A1 Simplicity of use. Easy to get at. An interface with a context, so little to any GUI training is needed.
2:27 PM	urbie	#guildchat A2 Ideally (been using this word a lot lately) it should be a learning organization that can ask “How can workers contribute?”
2:27 PM	LnDDave	A3) Expectations. L&D provides training. I.T. provides systems that enhance productivity. #GuildChat
2:27 PM	LnDDave	RT @eLearningGuild: Q4) What new skills will be important to maximize your EPSS implementation? #GuildChat
2:27 PM	Gdogwise	A3) – @MelMilloway – Exactly. I believe there is more content development & maintenance than ever before if targeted to work #guildchat
2:27 PM	MelMilloway	A4. To really put yourself in the learners shoes and know their exact reactions to a process. #GuildChat https://t.co/VbbdGhcE3L
2:27 PM	LnDDave	RT @Gdogwise: A3) – I now “hide EPS pill in the cheese” and tell them is what they asked for…and avoid the how #guildchat
2:28 PM	opurt11	Q4) Need to be able to chunk content and write in smaller batches than you might be used to w/training. #guildchat
2:28 PM	urbie	#guildchat A2 Not so much in terms of does expertise to develop an EPSS internally exist. More like do they have a voice in what goes in?
2:28 PM	urbie	RT @eLearningGuild: Q3) What are the real and potential barriers to successfully implementing EPSS? #GuildChat
2:28 PM	opurt11	Q4) Have to let go of the need to couple every piece of instruction w/exercises. The user is already in the midst of an exercise. #guildchat
2:28 PM	Gdogwise	A4) – Am convinced performance consulting is essential…need to discover root causes and not ttreat symptoms #guildchat
2:28 PM	willconstantine	Q4) UX/UI in tech and out of tech, WBS, change mgt, good relationships with the entire org #GuildChat
2:29 PM	urbie	#guildchat A3 Jobs. Does anyone lose theirs as an EPSS goes in?
2:29 PM	urbie	RT @eLearningGuild: Q4) What new skills will be important to maximize your EPSS implementation? #GuildChat
2:29 PM	willconstantine	Q4) Oh also with the WBS making sure the support is granular so it easy content, and easy to use #GuildChat
2:29 PM	Gdogwise	A4) Be able to speak “operational concepts” with stakeholders…not learning objectives. Need outcome focus #guildchat
2:30 PM	JD_Dillon	A4) Flexibility – its often about helping users do things the way THEY do them, not the prescribed way #GuildChat https://t.co/cib1raOK0s
2:30 PM	MelMilloway	@willconstantine Oh my gosh yes, so much bad UX/UI out there. I cringe. #GuildChat
2:30 PM	LnDDave	A4) Understanding and being able to speak to the benefits of EPSS. If you sell EPSS on the features, you’ll probably fail. #GuildChat
2:30 PM	MelMilloway	RT @urbie: #guildchat A3 Jobs. Does anyone lose theirs as an EPSS goes in?
2:30 PM	LnDDave	RT @Gdogwise: A4) – Am convinced performance consulting is essential…need to discover root causes and not ttreat symptoms #guildchat
2:31 PM	MelMilloway	@urbie That can be scary but I feel like it wouldn’t be training related jobs. More like Customer Service but still. #GuildChat
2:31 PM	opurt11	Q4) As with Instructional Design, EPSS developers need empathy with their audience. #guildchat
2:31 PM	Gdogwise	A4) – Right @LnDDave – the conversation changes to business impact and Level 3 & 4 KPIs #guildchat
2:31 PM	LnDDave	A4) Content Strategy skills, which echoes @gdogwise’s comments about single-sourcing from earlier. #GuildChat
2:32 PM	britz	RT @Gdogwise A4) Be able to speak “operational concepts” with stakeholders…not learning objectives. Need outcome focus #guildchat
2:32 PM	urbie	#guildchat A4 Echoes of last night’s #lrnchat topic about not needing to learn to perform. Rather reliance on aids to support.
2:32 PM	opurt11	RT @LnDDave: A4) Understanding and being able to speak to the benefits of EPSS. If you sell EPSS on the features, you’ll probably fail. #Gu…
2:33 PM	Minreeva	A4) the ability to merge the theoretical and the technological. Here in the PH, it’s rare to have both. #guildchat
2:33 PM	LnDDave	A4) Negotiating and consulting skills. Most departments see training as a delivery service, not a performance partner. #GuildChat
2:33 PM	JD_Dillon	RT @britz: RT @Gdogwise A4) Be able to speak “operational concepts” with stakeholders…not learning objectives. Need outcome focus #guildc…
2:33 PM	Gdogwise	@urbie – A.K.A. Learning @ the point of work. Learning and work are converging and EPS is the bridge. #guildchat
2:33 PM	LnDDave	RT @britz: RT @Gdogwise A4) Be able to speak “operational concepts” with stakeholders…not learning objectives. Need outcome focus #guildc…
2:34 PM	urbie	#guildchat A4 Prototyping seems like an important skill for design/development. Especially for a #DesignThinking approach+
2:34 PM	eLearningGuild	Q5) What are some of the key impact measures to expect from using EPSS? #GuildChat
2:34 PM	SimonBlairTrain	Hi all. Sorry I’m late to #guildchat. Looks like a great chat today.
2:34 PM	LnDDave	RT @Gdogwise: @urbie – A.K.A. Learning @ the point of work. Learning and work are converging and EPS is the bridge. #guildchat
2:34 PM	urbie	#guildchat A4 With good prototyping by workers/designers there’ll be a greater chance of success with the initial deployment.
2:34 PM	willconstantine	RT @eLearningGuild: Q5) What are some of the key impact measures to expect from using EPSS? #GuildChat
2:34 PM	opurt11	Q5) Fewer calls to the Support team, since users can find answers for themselves. #guildchat
2:35 PM	urbie	RT @Gdogwise: @urbie – A.K.A. Learning @ the point of work. Learning and work are converging and EPS is the bridge. #guildchat
2:35 PM	willconstantine	Q5) USABILITY #GuildChat
2:35 PM	Gdogwise	A4) – Rapid deployment of PS assets into the workflow in a week versus 16-week lag for 1 Hr of WBT. Easy choice…#guildchat
2:35 PM	urbie	RT @eLearningGuild: Q5) What are some of the key impact measures to expect from using EPSS? #GuildChat
2:35 PM	willconstantine	Q5) Able to actually perform on the job #GuildChat
2:35 PM	JaneBozarth	RT @britz: RT @Gdogwise A4) Be able to speak “operational concepts” with stakeholders…not learning objectives. Need outcome focus #guildc…
2:35 PM	LnDDave	RT @eLearningGuild: Q5) What are some of the key impact measures to expect from using EPSS? #GuildChat
2:35 PM	opurt11	Q5) Greater adoption of deeper features of a system, since users can easily access this content or discuss it with others. #guildchat
2:35 PM	urbie	#guildchat A5 A question to ask wayyyy before an EPSS is bought, deployed.
2:35 PM	LnDDave	RT @opurt11: Q5) Fewer calls to the Support team, since users can find answers for themselves. #guildchat
2:35 PM	JaneBozarth	RT @eLearningGuild: Q5) What are some of the key impact measures to expect from using EPSS? #GuildChat
2:36 PM	SimonBlairTrain	Yes! We need to speak their language. There’s no reason for them to learn ours. #guildchat https://t.co/rskPaXavGc
2:36 PM	JD_Dillon	A5) Measurable improved performance in the area the EPSS was applied #GuildChat https://t.co/1oqtuXyBUn
2:36 PM	MelMilloway	A5. A reduction of errors on things like computer based forms/tasks. #GuildChat
2:36 PM	Gdogwise	A5) – Reduced time to develop assets – Reduce training time – Reduced help desk calls – Reduced documentation time #guildchat
2:37 PM	opurt11	Q5) Less frustration should lead to higher satisfaction, which in turn to lead to greater client retention. #guildchat
2:37 PM	GavinJBlagden	RT @urbie: #guildchat A3 Jobs. Does anyone lose theirs as an EPSS goes in?
2:37 PM	Minreeva	A5) UXUI and usability, easy even for the tech-challenged #guildchat
2:37 PM	LnDDave	A5) While performance is the key impact, Ideally a reduction in the number of training hours would also be in play. #GuildChat
2:37 PM	opurt11	RT @MelMilloway: A5. A reduction of errors on things like computer based forms/tasks. #GuildChat
2:37 PM	Gdogwise	Reduced attrition due to eliminating frustration at moments of need in the workflow #guildchat
2:37 PM	urbie	#guildchat A5 A metric demonstrating the process/task/whatever actually improved: more widgets out, fewer dropped calls, better compliance?
2:37 PM	SimonBlairTrain	A5: The measures will be determined by what performance it`s supporting. Reduced errors, increased efficiency, etc. #guildchat
2:37 PM	LnDDave	A5) Where tracked, a decrease in the number of errors. #GuildChat
2:38 PM	willconstantine	Q5) hopefully happier employees :-) #GuildChat
2:38 PM	LnDDave	RT @Gdogwise: A5) – Reduced time to develop assets – Reduce training time – Reduced help desk calls – Reduced documentation time #guildchat
2:38 PM	audioswhite	@janebozarth this is true for any org system – amazing how often it doesn’t seem to happen #guildchat
2:38 PM	marklearns	@JaneBozarth @deacti_vate I think @bmosh suggests 2 clicks/10 seconds to get what you need “right now” #guildchat
2:39 PM	SimonBlairTrain	@audioswhite @janebozarth Scary! If an org won’t own their own performance, who will? #guildchat
2:39 PM	JaneBozarth	@audioswhite I know. They have only vague ideas of what they want to let the vendor dictate answers. All the time. #guildchat
2:39 PM	LnDDave	RT @Gdogwise: Reduced attrition due to eliminating frustration at moments of need in the workflow #guildchat
2:39 PM	Gdogwise	A5) Reduction in material waste – reduction in errors and rework #guildchat
2:39 PM	SimonBlairTrain	@JaneBozarth @audioswhite And the vendor has a financial interest in keeping it that way. #guildchat
2:39 PM	JaneBozarth	@audioswhite welcome to the world of “custom” “internal” social tools that are “just like Facebook” smh #guildchat
2:40 PM	MatthewELeos	RT @britz: @Gdogwise Sad. Training is best when not a 1-n-done event, PS helps ensure execution. So many don’t get this still #guildchat
2:40 PM	audioswhite	@janebozarth “I’m told we need something” #guildchat
2:40 PM	urbie	#guildchat A5 Voice of the (external) Customer surveys perhaps. Likewise some internal gauge to measure how much of an EPSS is used.
2:40 PM	JD_Dillon	RT @LnDDave: A5) Where tracked, a decrease in the number of errors. #GuildChat
2:40 PM	JD_Dillon	A5) If you turn it off, will people miss it? #GuildChat
2:41 PM	britz	RT @LnDDave RT @opurt11: Q5) Fewer calls to the Support team, since users can find answers for themselves. #guildchat
2:41 PM	eLearningGuild	Q6) How well does mobile technology play with EPSS? #GuildChat
2:41 PM	SimonBlairTrain	@audioswhite @janebozarth Get with the times! Something 2.0 is newer. Newer must be better, right? :-) #guildchat
2:42 PM	Gdogwise	A6) – Me thinks mLearning should actually be mSupport – I’d rather have teeth cleaned than take a WBT on my smartphone #guildchat
2:42 PM	urbie	RT @eLearningGuild: Q6) How well does mobile technology play with EPSS? #GuildChat
2:42 PM	JD_Dillon	A6) Depends on the task – possibilities but can’t employ just to have a mobile option #GuildChat https://t.co/cA4lMEGsx4
2:42 PM	MelMilloway	A6. I think Twitter uses EPSS pretty well w.in their platform on mobile. We should look at exs like that #GuildChat https://t.co/PVzRT5tLEx
2:42 PM	JaneBozarth	@SimonBlairTrain @audioswhite I have 2.5 ! And I am turning it up to 11! #guildchat
2:43 PM	LnDDave	RT @eLearningGuild: Q6) How well does mobile technology play with EPSS? #GuildChat
2:43 PM	LnDDave	RT @Gdogwise: A6) – Me thinks mLearning should actually be mSupport – I’d rather have teeth cleaned than take a WBT on my smartphone #guild…
2:44 PM	GavinJBlagden	RT @Gdogwise: A4) – Rapid deployment of PS assets into the workflow in a week versus 16-week lag for 1 Hr of WBT. Easy choice…#guildchat
2:44 PM	SimonBlairTrain	@JaneBozarth @audioswhite I’m holding out for Something 3.14. It comes in apple, cherry and pecan flavour. #guildchat
2:44 PM	urbie	#guildchat A6 iPad PDF reader app. My response to how can we read this huge (multi-page) document in the field?
2:44 PM	Gdogwise	PS is a natural for a mobile workforce. #guildchat
2:45 PM	audioswhite	catching up on the #guildchat EPSS convo – all about the performance support – not crazy about “system” prefer as thin a veneer as possible
2:45 PM	opurt11	Q6) Depends in part on the device affordances you’re willing to leverage. #guildchat
2:45 PM	urbie	#guildchat A6 It’s huge. The carpet guy the other day had an EPSS app. Sadly, the car insurance person had brochures. #owie
2:45 PM	GavinJBlagden	RT @britz: RT @LnDDave RT @opurt11: Q5) Fewer calls to the Support team, since users can find answers for themselves. #guildchat
2:46 PM	Dave_Ferguson	. @Gdogwise @LnDDave …just consider how enthusiastic people are about a great deal of online learning on computers. ;-) #GuildChat
2:46 PM	MelMilloway	@audioswhite I prefer an integrated system, maybe that term works better? #GuildChat
2:46 PM	LnDDave	A6) More and more work is done while mobile, and PS should be embedded into work. EPSS should be mobile-first in that context. #GuildChat
2:46 PM	britz	Social IMO is the best performance support. Mobile devices bring your network almost anywhere you need #matchmadeinheaven #guildchat
2:46 PM	Gdogwise	A6) – opurt11 – Yes…goes back to the discovery piece to define environment and how users do their work. #guildchat
2:46 PM	LnDDave	RT @JD_Dillon: A6) Depends on the task – possibilities but can’t employ just to have a mobile option #GuildChat https://t.co/cA4lMEGsx4
2:46 PM	LnDDave	RT @Gdogwise: PS is a natural for a mobile workforce. #guildchat
2:47 PM	JaneBozarth	@audioswhite Agreed. 2015. Should be seamless, not some something I gotta go log into and learn to use. #guildchat
2:47 PM	MelMilloway	@britz Yeah and I mean you can even have a social aspect integrated into whatever you are trying to do versus separate. #GuildChat
2:47 PM	LnDDave	A6) Think about many of the non-gaming apps you have on your phone; chances are many of them are providing performance support. #GuildChat
2:47 PM	Gdogwise	@Dave_Ferguson – Game Set Match #guildchat
2:47 PM	LnDDave	RT @britz: Social IMO is the best performance support. Mobile devices bring your network almost anywhere you need #matchmadeinheaven #guild…
2:48 PM	PatrickJMalone	RT @LnDDave: A6) Think about many of the non-gaming apps you have on your phone; chances are many of them are providing performance support…
2:48 PM	eLearningGuild	Q7) When does an EPSS not make sense as a solution? #GuildChat
2:48 PM	urbie	#GuildChat The EPSS question I’d like to see answered.. What happens to http://t.co/mnevGDKPDn after an EPSS goes in?
2:49 PM	urbie	RT @eLearningGuild: Q7) When does an EPSS not make sense as a solution? #GuildChat
2:49 PM	MelMilloway	A7 When someone has absolutely no experience in what they are doing. Emphasis on none. #GuildChat https://t.co/6C0mgADQNp
2:49 PM	LnDDave	A6) Mobile tech opens new possibilities for performance support: Consider the use of cameras for WordLens or Google Translate #GuildChat
2:49 PM	audioswhite	@melmilloway yes – fear is actually developing yet another gateway – and end up not really supporting performance. #guildchat
2:49 PM	LnDDave	RT @eLearningGuild: Q7) When does an EPSS not make sense as a solution? #GuildChat
2:49 PM	JD_Dillon	A7) When an electronic toy cannot be effectively integrated into the work #GuildChat https://t.co/jkJg1uo9kn
2:49 PM	SimonBlairTrain	A7: For starters, when people don’t have access to it. E.g. no network access from their location. #guildchat
2:50 PM	opurt11	Q7) Sometimes 140 characters is not enough for an explanation to allow me to act on it. #guildchat
2:50 PM	opurt11	Q7) Sometimes 140 characters is not enough for an explanation to allow me to act on it. #guildchat
2:50 PM	urbie	#guildchat A7 When the lifespan of the process it’s meant to support is short? There’s not many workers doing the task to enjoy scale?
2:50 PM	Gdogwise	A7) – Cursed as a Performance Consultant and see everything as a process. So..if there is no process, there may be no EPSS #guildchat
2:50 PM	opurt11	RT @MelMilloway: A7 When someone has absolutely no experience in what they are doing. Emphasis on none. #GuildChat https://t.co/6C0mgADQNp
2:50 PM	urbie	RT @LnDDave: A6) More and more work is done while mobile, and PS should be embedded into work. EPSS should be mobile-first in that context.…
2:50 PM	Gdogwise	A7) – However…you can do PS without a formal EPSS technolgy in the wood pile #guildchat
2:51 PM	britz	A7. When the issue around the systems is not because ppl can’t use them but because ppl avoid them because they have no value #guildchat
2:51 PM	LnDDave	A7) When it’s applied before the culture is ready to adapt to change required for successful implementation. #GuildChat
2:51 PM	urbie	RT @Gdogwise: A7) – Cursed as a Performance Consultant and see everything as a process. So..if there is no process, there may be no EPSS #g…
2:51 PM	LnDDave	RT @JD_Dillon: A7) When an electronic toy cannot be effectively integrated into the work #GuildChat https://t.co/jkJg1uo9kn
2:51 PM	JaneBozarth	RT @SimonBlairTrain: A7: For starters, when people don’t have access to it. E.g. no network access from their location. #guildchat
2:51 PM	LnDDave	RT @Gdogwise: A7) – However…you can do PS without a formal EPSS technolgy in the wood pile #guildchat
2:52 PM	LnDDave	A7) When you approach Performance Support with a training mindset. #GuildChat
2:53 PM	JD_Dillon	RT @britz: A7. When the issue around the systems is not because ppl can’t use them but because ppl avoid them because they have no value #g…
2:53 PM	JD_Dillon	RT @LnDDave: A7) When you approach Performance Support with a training mindset. #GuildChat
2:54 PM	willconstantine	RT @eLearningGuild: Q7) When does an EPSS not make sense as a solution? #GuildChat
2:54 PM	urbie	#guildchat Anyone received their Apple Watch? Perspectives on using it for EPSS?
2:54 PM	LearnovateSA	RT @eLearningGuild: Q7) When does an EPSS not make sense as a solution? #GuildChat
2:55 PM	willconstantine	Q7) when the tech is not available to support it. Then PS can be used until the tech and change are up to speed. #GuildChat
2:55 PM	willconstantine	Oh snap! #GuildChat
2:55 PM	eLearningGuild	Time is drawing short. Any final thoughts you’d like to share about today’s topic? #GuildChat
2:55 PM	LnDDave	I’m counting the days… And truthfully, exploring possibilities like that are why I ordered one. #GuildChat https://t.co/Vq6zwpg1da
2:55 PM	opurt11	@urbie It’s more limited in terms of what it can communicate to you compared to smartphone, but slightly more convenient. #guildchat
2:56 PM	eLearningGuild	Take a deep dive into EPSS by joining us in Austin this June for the Performance Support Symposium. http://t.co/g0a7W2uvT2 #GuildChat
2:56 PM	JD_Dillon	RT @eLearningGuild: Time is drawing short. Any final thoughts you’d like to share about today’s topic? #GuildChat
2:56 PM	SimonBlairTrain	A7: When something simpler will work (e.g. paper job aid). #guildchat
2:56 PM	urbie	#guildchat A7 If the EPSS solution involves a cartoon paperclip character then probably not a good solution. #justsayin
2:56 PM	urbie	RT @eLearningGuild: Take a deep dive into EPSS by joining us in Austin this June for the Performance Support Symposium. http://t.co/g0a7W2u…
2:56 PM	JD_Dillon	RT @eLearningGuild: Take a deep dive into EPSS by joining us in Austin this June for the Performance Support Symposium. http://t.co/g0a7W2u…
2:57 PM	Gdogwise	EPS is the most exciting thing going in our industry…in my opinion #guildchat
2:57 PM	eLearningGuild	See EPSS systems in action during our special Performance Support track at mLearningDemoFest next month: http://t.co/nyMDv7xEYu #GuildChat
2:57 PM	ksternuwspedu	@eLearningGuild #guildchat I’m curious as to the ideal workflow for PS. When are IDs brought in, if at all?
2:57 PM	SimonBlairTrain	@urbie Isn’t that paperclip more of an electronic performance prevention system? :-) #guildchat
2:57 PM	MelMilloway	Be accepting of utilizing things that help us in our everyday lives to help us in our jobs LIKE PS! :D #GuildChat
2:57 PM	britz	I can see situations where EPSS is applied everywhere. Not used because its not needed and then condemned as a bad tool. Hmm… #guildchat
2:57 PM	willconstantine	@LnDDave I am interested to see what your findings are. Sooon employees wil be suiting up for work #GuildChat
2:58 PM	britz	@Gdogwise I wonder why? ;) #guildchat
2:58 PM	willconstantine	Getting ready for ICE #ATD2015 if any of you are going I would love to connect and hang #GuildChat
2:58 PM	SimonBlairTrain	Sad how often good tools get a bad rap when used improperly. A screwdriver makes a terrible hammer. #GuildChat https://t.co/tRyJ0V8Ee5
2:58 PM	Gdogwise	@ksternuwspedu – I’m training IDs to accomplish discovery on the front end and shift to an agile design prioritizing PS assets #GuildChat
2:58 PM	eLearningGuild	We’d like to thank @Gdogwise for being our guest for this week’s chat and for helping us build the question list. #GuildChat
2:59 PM	eLearningGuild	Our #GuildChat topic for next week (May 15) is Tracking Learning Using Technology. Be sure to join us then!
2:59 PM	Gdogwise	@britz – Drank the Kool-Aid #GuildChat
2:59 PM	MelMilloway	@willconstantine ICE ICE, baby! Haha. I’ll see everyone going to #ATD2015 in Orlando. #GuildChat
2:59 PM	JD_Dillon	Thanks everyone! Hope to see some folks from #GuildChat at #ATD2015 next week … Blogging my prep info at http://t.co/8xKUK5eqMk …
2:59 PM	britz	@SimonBlairTrain Bingo. See also training, elearning, etc, etc, etc… Tools aren’t bad, ppl make bad decisions w/ tools #guildchat
2:59 PM	Gdogwise	@eLearningGuild – My pleasure – And a good weekend to all! #GuildChat
3:00 PM	JD_Dillon	RT @eLearningGuild: Our #GuildChat topic for next week (May 15) is Tracking Learning Using Technology. Be sure to join us then!
3:00 PM	JustRogering	another interesting lurk in #GuildChat
3:01 PM	eLearningGuild	Thanks for joining #GuildChat everyone. We’ll see you next week. Look for a transcript of today’s chat soon!

Chat Transcript

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