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Electronic Performance Support Tools Design by Walter Wager
• Work-places are becoming more complex
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•Quality depends upon effective performance
Traditionally the solution to improved performance was training.
Then… What are the alternatives to training?
Performance Technology
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Like I.T., Performance Technology
Electronic performance support systems
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For performers, vs. users, to enhance their productivity: Memory Aids References (on or off line) Context Sensitive Help Interactive Help (walk through)
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For problem structuring, decision support, or diagnosis:
Level 1 - Automates a paper task Level 2 - Reconfigures data Level 3 - Includes intelligence Level 4 - Integrates multiple system components Level 5 - Knowledge capture
Level 1 - Deck Planner ECPT Level 2 - Spreadsheets Graph Maker Level 3 - OCR software Debugging software Level 4 - Publix / MacDonalds POS Level 5 - Collaborative work environments
Criticisms: 1 granular instruction suits experts, not novices. 2. workers will not use training support. 3. tasks requiring quick responses cannot make use of job aids..
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Steps in the process of EPSS design 1. Identify problem or opportunity 2. Analysis - inputs, processes, outputs 3. Prototype, testing-development cycle 4. Documentation/ help 5. Packaging & distribution
Examples
Three themes seem to run through the EPSS literature:
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Categories of Performance Technology
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