Job Aids and Performance Support in the Workplace gives you a wealth of information about these invaluable tools and techniques. Allison Rossett and Lisa Schafer have created a comprehensive, pragmatic, and very readable guide.
"Allison Rossett shines her spotlight on performance support through job aids, low and high tech, available now and coming soon. She and co-author Lisa Schafer dazzle us with possibilities for Planners (for just before and after the performance challenge) and Sidekicks (great term! for what to do right now). Lively language, wide-ranging examples, and cautions about possible dark sides make this book an invaluable sidekick for performance-focused professionals."
—Mary L. Broad, international consultant and author, Beyond Transfer of Training
Table of Contents
List of Figures, Tables, and Exhibits.
1 Introduction.
What Is Performance Support?
What Is Not Performance Support?
What Is to Love About Job Aids?
What Is to Love About Performance Support?
Are We Forgetting Training and Development?
2 The When and Where of Performance Support.
When to Use Performance Support.
When Is Performance Support Inappropriate?
3 Performance Support Yesterday and Today.
Job Aids at the Beginning.
Performance Support at the Beginning.
4 Planner and Sidekick Performance Support.
An Expanded View.
Integration, Tailoring, and Pizza Delivery.
Integration, Tailoring, and Finding Your Way.
Parsing Performance Support.
5 Examples of Planner Performance Support.
A Rubric for Teachers.
Calculator for Lifting Operations.
Sales Rep Incentive Tool.
Electronic Reference Library.
CLO Dashboard.
6 Examples of Sidekick Performance Support.
Mike’s Express Carwash Poster.
Library of Congress Online Learning Center Demonstrations.
Football Wristbands.
Salesforce.com’s Interactive Coach.
7 Getting Started with Performance Support.
Clarify the Opportunity.
Formats for Support.
Consider Media and Technology Options.
Embark on Development.
8 The Elements of Effective Performance Support.
The Look and Feel of Quality.
IBM Brings It to Life.
Eight Principles for Performance Support.
You Don’t Have to Be IBM.
9 Strategies for Implementation.
Place Performance Support in a Blend.
Target Priority Topics.
Assure Executive Sponsorship.
Establish a Cross-Functional Team.
Pilot and Continuously Improve.
Measure and Continuously Communicate.
Advance This New Way of Doing Business.
Implement as Change Management.
10 Into the Future.
A New You.
A New Them.
Almost Unremarkable.
Is Nothing Sacred?
Convergence!
Performance Support Is Not Magic.
Small,Mobile, and Personalized.
Taming a Data-Rich World.
What Is It?
A Grain of Salt.
Still, a Very Good Thing.
