The e-Line #6
EPSS: Support When You Need It

One of the most powerful tools emerging from our information age and ever-increasing use of technology is electronic performance support systems (EPSS).

These tools offer great potential for enhancing both employee and organizational performance, and are worth the HR professional’s consideration as part of broader mix of learning tools.
Defining electronic performance support systems can best be illustrated through an examination of its acronym, EPSS.

Electronic: performance support that is electronically delivered (via the Web, an intranet, Palm technologies or CD ROM)

Performance: the goal is to improve performance

Support: the intent is to provide on-the-job support, not training

System: uses a systematic approach

Chances are, you are familiar with EPSS already. The Help function in software programs and, yes, the oft-ridiculed Clippy character in Microsoft Office, are examples of electronic performance support systems.

In organizations, EPSS is designed to support specific functions in the workplace, organizing tiny bites of information based on functional areas. Picture an employee needing an answer to a question, in the midst of performing their job. That might be a service representative in a call centre, an assembly line worker or a technician out in the field. Having instant access to troubleshooting information, pictures of equipment parts or equipment assembly steps not only supports the employee in their work, but can significantly enhance performance.

For manager and leaders, performance support tools can provide quick access to information on preparing a budget, planning a meeting or conducting an interview. EPSS can also support softer skills, such as providing instant access to tips on giving feedback or how to respond in a conflict situation.

By putting key answers readily at an employee’s fingertips, performance support systems can increase knowledge, skills, confidence and, ultimately, performance.

But how is EPSS different from e-learning? Simply put, EPSS provides an answer to a question or quick how-to steps that can be absorbed in a minute or two. This is contrasted with e-learning which generally follows a tutorial structure of pre-test, knowledge acquisition, practice and a post-test, a process that takes considerably longer. Whether it takes 10 minutes or an hour, e-learning follows traditional instructional design principles.

While a performance support system may contain optional e-learning elements for someone who wants to learn more, the primary purpose of EPSS is to deliver knowledge nuggets that can be very quickly absorbed, and then immediately applied.

There is also a relationship between EPSS and knowledge management, although performance support is often more structured and focused on common tasks and skills, and knowledge management encompasses a broader umbrella of organizational knowledge and processes.

EPSS can be custom designed to be specific to an organization’s procedures and products, or it can be purchased off-the-shelf for generic skill sets. For customized performance support, organizations can turn to development tools specifically designed for EPSS purposes (such as Robohelp, www.ehelp.com) or to external contractors.

Resources

"When Training Doesn’t Work"
An excellent article on performance support by Clive Shepherd.
http://www.fastrak-consulting.co.uk/tactix/features/epss/epss.htm

Harvard Manage Mentor
A great example of an off-the-shelf EPSS that HR professionals can easily relate to.
http://www.elearning.hbsp.org/

ASTD EPSS Resources
A variety of resources on EPSS and links from ASTD.
http://www.astd.org/virtual_community/comm_performance/focus_archive/epss.html

EPSS Central
A rich group of EPSS resources and links from an EPSS specialist vendor.
http://www.pcd-innovations.com/