At the Moment of Need:At the Moment of Need: Directly Supporting Doing, Learning, Directly Supporting Doing, Learning,

Referencing and CollaboratingReferencing and Collaborating andand

Building a Building a Performance Support ArchitecturePerformance Support Architecture

Moving Beyond PilotsMoving Beyond Pilots

Gloria GeryGloria GeryGery AssociatesGery Associates

Tolland MA 01034Tolland MA 01034413 258 4693413 258 4693

www.gloriagery.comggery@gloriagery.com

Defining Performance Defining Performance SupportSupport

An integrated environment providingAn integrated environment providing Task structuring support for workflowTask structuring support for workflow Filtered, relevant and best-representedFiltered, relevant and best-represented

Knowledge and Learning ResourcesKnowledge and Learning Resources DataData ToolsTools Communications and collaborationCommunications and collaboration

Flavors of Performance Flavors of Performance SupportSupport

Many flavors and texturesMany flavors and textures Evolving over timeEvolving over time

Level 1: External supportLevel 1: External support Requires performers to entirely break performance context to Requires performers to entirely break performance context to

access resources access resources located outside their primary workspacelocated outside their primary workspace Links, Course Modules, Help SystemsLinks, Course Modules, Help Systems

Level 2: Extrinsic supportLevel 2: Extrinsic support Requires context break but resources are filtered and context-Requires context break but resources are filtered and context-

sensitive. Context is task step, further filtered by data if sensitive. Context is task step, further filtered by data if possiblepossible

Level 3: Intrinsic supportLevel 3: Intrinsic support Requires no or minimal context break other than eye movementRequires no or minimal context break other than eye movement Resources fused into the workspace and filtered at a very fine Resources fused into the workspace and filtered at a very fine

levellevel

PeoplePeoplePeoplePeople

Current State: Current State: Independent ResourcesIndependent Resources

Performance is in the Performance is in the WeaveWeave

The problem or task is defined The problem or task is defined All relevant variables are: All relevant variables are:

SurfacedSurfaced IntegratedIntegrated Properly sequencedProperly sequenced

The metaphorical area when things come The metaphorical area when things come togethertogether

When people get it and are self-sufficientWhen people get it and are self-sufficient Where response is exactly rightWhere response is exactly right

The Current ConditionThe Current Condition

Idiosyncratic designIdiosyncratic design Architecture around the artifactsArchitecture around the artifacts Redundant content in each artifactRedundant content in each artifact Growing use of templates and style Growing use of templates and style

sheets for each resource typesheets for each resource type Limited filters – excluding workflowLimited filters – excluding workflow Content not separated from its use or Content not separated from its use or

searchablesearchable

ProblemProblem

Each organizational unit develops Each organizational unit develops artifacts based on its history. We artifacts based on its history. We present them as present them as threadsthreads to performers to performers and make them do the weavingand make them do the weaving TrainingTraining DocumentationDocumentation Software applicationsSoftware applications WebsitesWebsites ToolsTools

Performance Development Performance Development DefaultsDefaults

Training is the primary Training is the primary default default for for performance developmentperformance development

Out of contextOut of context Content rich; limited applicationContent rich; limited application Too much too soon; too little too lateToo much too soon; too little too late Spray and praySpray and pray IneffectiveIneffective InefficientInefficient ExpensiveExpensive

CustomerCustomer Delivery

Reporting

Order FulfillmentOn-Line Order Guide

Order to DeliveryDemand Sensing

(id’s popular configurations)

FinanceIncentive

Information

Order FulfillmentDeliver

Order FulfillmentCurrent Inventory

Information

Order FulfillmentAllocation

Order FulfillmentStock, Sold, Order

Processing/Tracking

Order to DeliveryWeb New Vehicle

Locator

FinanceProduct Lookup

MarketingProduct/Advertising

Information

DSP Integration

INTEGRATION & ORGANIZATION

RESPONSIBILITY

Web Based

Server BasedServer Based

•As Is Environment

Cryptic Cryptic command command functionsfunctions

Configuration Configuration and setup and setup functions functions intermingled intermingled randomly with randomly with common common operational operational functionsfunctions

Goal & flow of Goal & flow of work not work not obviousobvious

ClutterClutter

Related items Related items not collocatednot collocated

before before Enterprise Software Product for Enterprise Software Product for

Financial ReconciliationFinancial Reconciliation … …

Courtesy of Ariel Performance Centered Systems

After…After… Simple Simple

EnglishEnglish

Graphical Graphical techniques techniques suggest how suggest how to operate to operate screenscreen

Expertise Expertise only a click only a click awayaway

Book & bank Book & bank is more is more natural natural (matches (matches mental model mental model of the work)of the work)

Courtesy of Ariel Performance Centered Systems

Business Management…Business Management… before before

This traditional “data This traditional “data dump” report of dump” report of several hundred pages several hundred pages could be viewed on line could be viewed on line or printed.or printed.

User must know and User must know and comprehend which comprehend which data is on which report, data is on which report, what to look for and what to look for and what to do with it.what to do with it.

Patterns, relationships Patterns, relationships and meaning are and meaning are explicit.explicit.

Courtesy of Ariel Performance Centered Systems

After…After… Data representations matches the mental model revealed during user research

Data is presented in the context of the decisions experts make or patterns they look for in reports

Content and resources are categorized and linked to tasks

Navigation is structured, yet flexible

After…After…

Courtesy of Ariel Performance Centered Systems

Courtesy of Ariel Performance Centered Systems

ABCorp

After…After…

System for sales teams to System for sales teams to identify and prioritize sales identify and prioritize sales

activityactivity

before before

Existing system shoves Existing system shoves massive amounts of data at massive amounts of data at the userthe user

Sales reps must learn how to Sales reps must learn how to prioritize, coordinate call prioritize, coordinate call activity with others and how activity with others and how to place this physician on a to place this physician on a personal call plan?personal call plan?

The design does not support The design does not support situations where users need situations where users need to read, interpret and use the to read, interpret and use the data to do less obvious data to do less obvious tasks. The data and tasks. The data and navigation read and use the navigation read and use the data is poorly represented data is poorly represented and the navigation is and the navigation is complex and unclear.complex and unclear.

The graphical design is The graphical design is dense, cluttered, difficult to dense, cluttered, difficult to read does nothing to aid read does nothing to aid understanding, interpretation understanding, interpretation and use of the data.and use of the data.

After…After… System defaults physicians System defaults physicians into lists based on analytical into lists based on analytical data, allowing users to drag & data, allowing users to drag & drop to edit lists. This drop to edit lists. This interaction and direct interaction and direct manipulation match user’s manipulation match user’s task models and preferred task models and preferred interaction methods.interaction methods.Icons and counters allow Icons and counters allow sales reps to readily identify sales reps to readily identify which physicians have been which physicians have been reviewed and changedreviewed and changed

Interaction is self directed and Interaction is self directed and flexible; sales reps can review flexible; sales reps can review physicians in any desired physicians in any desired orderorder

Right click, select & enter key, Right click, select & enter key, and double click launch and double click launch physician details to provide physician details to provide more support for making more support for making decisiondecision

Users don’t have to view Users don’t have to view details - in many cases they details - in many cases they already know some of the already know some of the physicians and the priority “is physicians and the priority “is obvious” – avoids needless obvious” – avoids needless work / interface navigationwork / interface navigation

After…After… Decision criterion is Decision criterion is structured based on best structured based on best practice discussions practice discussions observed from pilot observed from pilot sessions of real users and sessions of real users and real datareal data

Supporting data is Supporting data is structured, focused, yet structured, focused, yet flexible based on decision flexible based on decision criterion obtained during criterion obtained during user researchuser research

Content on key Content on key considerations, best considerations, best practice, and advice is practice, and advice is readily accessiblereadily accessible

Irrelevant controls are Irrelevant controls are hidden until context requires hidden until context requires them (e.g., reason for them (e.g., reason for change is not visible unless change is not visible unless there is a change from the there is a change from the baseline priority)baseline priority)

Professional ServicesProfessional ServicesContinuing Professional Education TrackingContinuing Professional Education Tracking

Personalized, Personalized, web-based entry web-based entry of CPE requestsof CPE requests

Quick reference Quick reference for critical for critical measuresmeasures

Robust query and Robust query and reporting feature reporting feature for complete for complete visibility of all visibility of all history and history and statusstatus

Common, familiar Common, familiar “CPE Credit “CPE Credit Request” Request” metaphor for metaphor for visual display of visual display of informationinformation

Professional ServicesProfessional ServicesContinuing Professional Education TrackingContinuing Professional Education Tracking

Structured Structured support interface support interface for completing for completing the right the right informationinformation

Direct input, Direct input, Form view for Form view for experienced experienced RequestersRequesters

Design and Design and navigation navigation derived from derived from user’s model of user’s model of the workthe work

Predicted Predicted questions and questions and proactive support proactive support for known areasfor known areas

Current DeliverablesCurrent Deliverables

Growing more sophisticatedGrowing more sophisticated Artisan to craftsman phaseArtisan to craftsman phase

Sophisticated designersSophisticated designers ““Pulling” the technology together to make it Pulling” the technology together to make it

happen”happen” Not easily replicated for large scale Not easily replicated for large scale

productionproduction Expensive if not impossible to maintain Expensive if not impossible to maintain

other than “by hand”other than “by hand”

Performance Development Performance Development ProblemsProblems

Integration is left to the performer Integration is left to the performer usingusing InquiryInquiry CoachingCoaching Observation and ModelingObservation and Modeling Trial and Error with feedbackTrial and Error with feedback

Inconsistent outcomesInconsistent outcomes It takes It takes foreverforever in the current statein the current state

What’s NecessaryWhat’s Necessary

An integrating viewpointAn integrating viewpoint AdvocacyAdvocacy Business caseBusiness case

True cost of performance developmentTrue cost of performance development Consequences of failureConsequences of failure Payoffs of new alternativesPayoffs of new alternatives

FailuresFailures

Tactical viewTactical view Unable to get sufficient Unable to get sufficient

sponsorshipsponsorship Inability to integrate efforts of Inability to integrate efforts of

multiple organizationsmultiple organizations Dominance of ITDominance of IT Lack of credibility of Interface Lack of credibility of Interface

Designers, Trainers and others Designers, Trainers and others with ITwith IT

What’s Necessary?What’s Necessary?A Performance Support A Performance Support

ArchitectureArchitecture Object Design and StandardsObject Design and Standards

Base LevelBase Level CompiledCompiled AggregatedAggregated

Metadata tagging schemaMetadata tagging schema Web-services production and delivery Web-services production and delivery

environmentenvironment

Performance Support ObjectPerformance Support Object

A small, reusable digital component that can be selectively applied – alone or in combination – to meet individual needs for on-the-job support.

Database Driven Metadata tagged

Requirements for the Requirements for the System System

Aggregate, Structure and Present Content

Keep content separate from context

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Level 1 - Static

•Content embedded in EPSS structures•No reuse•Pre-defined navigation paths•Personalization requires separate effort•Burdensome maintenance

Architecture – Level 1Architecture – Level 1

Courtesy of Janet CichellilSi-International

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Level 2 - Maintained

•Content resides separate from structure•Personalization through predefined alternate view•Limited reuse with same authoring tool•Pre-defined navigation paths•Maintenance streamlined

Architecture – Level 2Architecture – Level 2

Courtesy of Janet CichellilSi-International

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Level 3 - Standardized

•Content resides as meta-tagged objects•Extensive re-use within a standards environment•Content pre-aggregated into task objects•Personalization controlled by LMS/LCMS•Streamlined Maintenance

Architecture – Level 3Architecture – Level 3

Courtesy of Janet CichellilSi-International

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Level 4 - Dynamic

•Dynamic delivery engines•Universal data standards supported•Complete re-use in EPSS, courseware, reference•Personalization requires separate effort

Architecture – Level 4Architecture – Level 4

Courtesy of Janet CichellilSi-International

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Level 5 - Intelligent

•Intelligent browser performs filtering•On-the-fly content aggregation•Utilizes semantic searching techniques•Highly granular and adaptive

EPSS EPSS Architecture – Level 5Architecture – Level 5

Courtesy of Janet CichellilSi-International

SPO’sSPO’sShareable Performance ObjectsShareable Performance Objects

Building Blocks of an Architecture

The functional description of each SPO provides a more robust understanding of the specific purpose, functionality, behaviors, and overall composition. Including

Description: Brief narrative of the specific object and its usage.

Purpose: Statement of the goal of the object

Key Functions Description of the technical functionality and behavior of the object’s desired implementation

Attributes and Relationships: Description of the meta-data, key relationships with other objects, and the information that would be necessary to support the object’s implementation. In many instances, an object may consist of other objects and inherit their characteristics.

Other Considerations: Additional information about each object may include optionality, variability, aggregation, and specific implementation requirements ..

ExampleExampleActivity SPOActivity SPO

DescriptionAn activity is used to classify, group, and organize specific work or efforts that a user needs to

perform. The activities group tasks, decisions, alerts, references, and other objects into logical units of work to be completed.

PurposeActivities organize groups of related tasks, decisions, choices, and other related items into a logical

unit of work.

Key Functions Provides primary focus for the tasks, decisions, and choices. Groups the work into logical stages and milestones. Navigated from the Table of Content, Index, Checklists, or related links.

Attributes and Relationships

May contain a graphical representation that would be associated with the activity [Activity_Icon, Graphic]

Text description of the Activity [Activity_Name, Char, 40] May contain a section or division designation, like IMF vs. BMF [Organization, Char, 5] Revision date of the information related to this activity [Activity_Revise_Date, Date]

Other ConsiderationsNone Gery Associates & Ariel Performance Centerd Systems for the Internal Revenue Service.

DescriptionThe TASK object provides a specific goal and action that is required to satisfactorily complete a step in an activity. Related tasks are grouped into activities that represent some valid, logical unit of work. Tasks may have many options and various representations associated with them. Tasks incorporate actions, alerts, references, actions, decisions, and other SPOs to complete their operation or function

PurposeTasks provide specific direction and execution of a required or optional step within a logical unit of work.

Key Functions• Provides specific actions to be taken and establishes a goal.• Decomposes complex tasks into simpler, direct sub-tasks, checklists, or selections.• Provides access to references, guidance, explanation, information/data, and tools that assist in the successful completion by the user.

Attributes and Relationships• Indicator for task progression and current task focus [Task_Icon, Graphic]• May support showing task status [Task_ Complete, Checkbox]• List of tasks may have a sequence number [Task_ No, Number, 3]• Text description of the task or specific action(s) [Task_ Description, Char, 40]• May contain related links to other systems, such as IDRS Command Codes, IRM citations, etc. [Reference_ Name, Char, 25]• May contain related sub-tasks, checklists, selections, decisions, decision tables, and other objects [Related_ Task_Sub, Number, 5]

Other ConsiderationsNone

Example 2: TASK Object

A list of Shareable Performance ObjectsA list of Shareable Performance Objects(to be expanded)(to be expanded)

ActionAction ExplanationExplanation ReferenceReference ActivityActivity IllustrationIllustration SelectionSelection AlertAlert IndexIndex Table of ContentsTable of Contents ChecklistChecklist Information Information TaskTask DecisionDecision InstructionInstruction ToolbarToolbar Decision TableDecision Table NavigationNavigation Frequently Asked QuestionFrequently Asked Question

Assembled Objects: Combinations of Component Objects into a

predetermined structure and form to achieve a specific performance or learning outcome.

• Portal• Large-scale Work process• Resource Center• TBD

eGuides (Process Guides)eGuides (Process Guides) Roadmaps (Workflow Guides)Roadmaps (Workflow Guides) Portal (can be workflow based)Portal (can be workflow based) PortletPortlet InstructionInstruction AssessmentsAssessments TBDTBD

Assembled Objects: Combinations of Component Objects into a predetermined structure and form to achieve a specific performance or learning outcome.

Aggregated Objects: Combinations of multiped Assembled and

Component Objects into a defined structure. May be nested. May contain more than one of an object type (e.g. multiple portlets within a portal; multiple eGuides within a Roadmap).

Examples

Portal

Large Process or Business eGuide

Resource Center

TBD

StepsSteps(not necessarily in order!)(not necessarily in order!)

Define the objectsDefine the objects Design the Objects and related style Design the Objects and related style

sheetssheets Pilot how they will be assembled or Pilot how they will be assembled or

aggregated into even larger objectsaggregated into even larger objects Establish metadata tagging Establish metadata tagging Identify and test a repositoryIdentify and test a repository Identify and test a creation toolIdentify and test a creation tool

IssuesIssuesThe UsualThe Usual

SponsorshipSponsorship Collaboration among groupsCollaboration among groups

ITIT InstructionInstruction Knowledge Mgt.Knowledge Mgt. Content ProvidersContent Providers BusinessBusiness

ModelsModels SkillsSkills MoneyMoney ToolsTools

Architecture Necessary to...Architecture Necessary to...

Scale effortsScale efforts Make a large-scale impact on Make a large-scale impact on

performanceperformance Leverage scarce design and Leverage scarce design and

development expertisedevelopment expertise

What are the Issues?What are the Issues?

LeadershipLeadership Where does this belong?Where does this belong? Who is sufficiently credible?Who is sufficiently credible?

IntegrationIntegration Functional SilosFunctional Silos ArtifactsArtifacts

FusionFusion Significantly differentSignificantly different