Performance Support Tools

Performance support tools (PSTs) provide employees with information and guidance while performing tasks. Rather than relying solely on memory from training, PSTs help bridge the gap between learning and doing. **Types of Performance Support** - **Job aids**: Step-by-step guides, checklists, and reference cards - **Digital assistants**: Chatbots and search tools that answer questions - **In-app guidance**: Embedded tutorials and tooltips within software - **Quick reference videos**: Short demonstrations accessible on demand - **Decision trees**: Guided workflows for complex processes **The 5 Moments of Need** Performance support aligns with the concept of five learning need moments: 1. **New**: Learning something for the first time 2. **More**: Expanding on existing knowledge 3. **Apply**: Putting knowledge into practice 4. **Solve**: When things go wrong 5. **Change**: When processes or systems change **Designing Effective PSTs** - Focus on the specific task or problem - Keep information minimal and actionable - Make access quick and effortless - Update regularly as processes change - Test with actual users in real work contexts **Microlearning and Performance Support** Microlearning and performance support are complementary. Microlearning builds foundational knowledge and skills, while performance support provides reinforcement and reference at the point of need.