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Electronic performance support isn’t about building comprehensive knowledge. Rather, employees get exactly the information that they need at the “moment of need” so that they can correctly accomplish the next step in the work process.
Special electronic performance support systems (EPSS) are being developed for this purpose. They recognize where the user is within a software program and offer relevant help. Such help can include, for example, field descriptions or picklists, concrete process instructions or high level process information.
Moreover, IT users can be guided very simply and directly through the program he is working on (such as Office or SAP). What’s exceptional here is that at the end of the software guide the user has actually completed the current task and can directly address the next one.
Performance support is especially suitable for imparting knowledge about processes within software applications, for example. On the other hand, the performance support format does nothing to build the learner’s process understanding at a higher level. Therefore this form of knowledge transfer needs to be embedded within a strategic learning-mix.