Implement Performance Support
PURPOSE: The purpose of performance support is to give people the information they need to do their job, when they need it.
- This may include step-by-step procedures, trouble shooting guides, templates, policy guidance, user manuals, frequently asked questions (FAQ) and best practice suggestions to install, use and maintain systems. Performance support documentation goes beyond off-the-shelf manuals from equipment manufacturers and covers tasks which are unique and specific to organizational goals and objectives.
Effective performance support documents include descriptive titles, clear, concise language, and appropriate use of charts, diagrams, and photos to help convey information quickly and efficiently. It is also important to eliminate unnecessary elements and formatting that can get in the way of relevant information.
Contents
Steps
- Identify the most important tasks in your organization.
- Prioritize the tasks to be developed.
- Get management input and approval on priorities.
For each task
- Research and gather existing documentation.
- Identify and interview subject matter experts (SME).
- Determine what documents are needed (step-by-step, job aid, FAQ etc.).
- Develop clear and descriptive titles.
- Identify major topics and create an outline for each document.
- Have SME's and peers review outlines and provide feedback.
- Write short purpose statement, description and notes.
- Break down each step/question and write them out clearly.
- Develop appropriate charts, diagrams and photos.
- Use applicable templates and formatting.
- Test and verify your own work.
- Have SME's and peers review documents and provide feedback.
- Make documents available in a central repository.
- Notify all potential users.
- Continuously monitor, update and improve the documentation.
Tips
- Notes on Training - Training is the systematic transfer of knowledge and skills. Performance support documentation should be the foundation for developing customized training to transfer advanced skills that require greater context, focus, interaction and practice.
- Examples: wikiHow and automated registers at the grocery store are examples of electronic performance support systems, called EPSS.
