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Performance Support A Model for Tomorrow

Performance Support A Model for Tomorrow. Gloria Gery Gery Associates Tolland MA 01034 (413) 258-4693. The Goal. To institutionalize best practice and achieve good performance all of the time… and by the least of your performers. Build Performance Into the Situation.

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Performance Support A Model for Tomorrow

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  1. Performance SupportA Model for Tomorrow Gloria Gery Gery Associates Tolland MA 01034 (413) 258-4693

  2. The Goal To institutionalize best practice and achieve good performance all of the time… and by the least of your performers

  3. Build Performance Into the Situation You must enable synthesis • The metaphorical area when things come together • When people get it and are self-sufficient • Where response is exactly right • When the music, the dance and the dancers are one…

  4. Technology providesnew alternatives • The means to support performance are now available • Computer technology is ubiquitous • We can now managed the kind of less structured data generated by process

  5. Enter Performance Support Performance Support Systems: software applications which integrate • support for process • knowledge • tools • data • communications

  6. You must meet the performer on their ground... • Limit requirements for translation from the way work presents itself • Reduce cognitive load • Provide task structuring and integrate whatever else is necessary to both do and learn • Achieve synthesis

  7. To Achieve Synthesis…Necessary Conditions • The problem or task is defined • All relevant variables are • surfaced • integrated • properly sequenced

  8. Foster integration • Limits requirements for understanding all variables, rules and relationships • Establishes context • Connects tasks data and rules to contexts and tasks • Present variables together

  9. Faced with conditions, goals, questions... The Performer • describes a situation • enters data • selects from alternatives • chooses or is given a goal Examples • Make this sale • Solve this problem • Answer this question

  10. EventsList Major Tasks and Events Menu . Get Social Security number Update or create a will Add child as a beneficiary Add child as existing account co-owner Update profile Send letter of congratulations Planning Investments Actions Other Services Processes Questions Investments Situations Problems Events I want to Death Birth of a child Marriage Divorce Retirement Children finish School

  11. Resources are filtered based on conditions and choices... • User Interface displays progressively based on • Performance Goals • Relevant data (stored or input) • Rules • Models • Cases • Best practice • Performer profile or requests

  12. Resources are integrated and presented... Task Structuring • Content • Data • Tools • Communications

  13. Deliverables are generated... • using fixed or intelligent templates based on goals, filters and performer preference: • reports • presentations • communications • recommendations • documentation Digital or Paper output

  14. Learning and Doing Tightly Coupled Learning occurs naturally through • Inquiry • Observation & Modeling • Variable manipulation • Coaching And those approaches must be supported

  15. Sources • Electronic Performance Support Systems, Gloria Gery, 1991, Gery Performance Press • www.epssinfosite.com • www.epss.com • Granting 3 Wishes through Performance Centered Design, Communications of the ACM, July 1997 • Attributes and Behaviors of Performance Centered Systems, Performance Improvement Quarterly, ISPI Publication - Special Issue on Performance Support, Vol.. 8, No. 1, 1995. • Cooper, Alan. About Face, The Essentials of User Interface Design. IDG Books. 1995, Foster City CA. ISBN 1-56884-322-4

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