Making a success of EPSS

So, how do we take advantage of the promise of an EPSS while avoiding the pitfalls? Well, first you need to pay due attention to the usability of the system, to ensure that it can provide support at the required speed. Make it your aim to design an interface that enables the user to achieve the required level of performance in the fastest possible time and with the minimum of support from other people.

Also important is the way in which the content is constructed. Three ingredients are needed to ensure success: first, up-to-date subject-matter expertise; second, a writing style that’s clear and concise; and thirdly, a knowledge of how best to present different types of information. Ideally make use of well-researched techniques for information design, such as the approach developed by Information Mapping, Inc., marketed in the UK by TMS Information Systems. Perhaps, the ideal would be a performance support tool for content developers themselves, a project to which I have been devoting my own energies (LODA – the Learning Object Design Assistant).

You don’t necessarily need a dedicated development tool to create an EPSS, but some excellent tools are available on the market. One feature that you should look out for, according to Gilly Davis, is a tracking device that monitors usage, which will help you to continually develop and enhance the system.

Simon Brown, EPSS expert at developer Brightwave Learning, believes we must learn from our early experiences. “There must be clear responsibilities for design and maintenance, with a single source for each piece of information. Next, it’s vital to obtain management buy-in to the system, so they will encourage its uptake. Finally, listen to the users; take account of their comments and suggestions to make sure the system truly meets their needs.”

Where now for electronic performance support. To quote Gilly Davis: “Change is our only constant. We are moving on from traditional training practices and conventional models for task support. The emphasis now is on developing effective business processes that can be operated by highly-productive and self-sufficient users. EPSS’s underpin the e-learning world.”