Perspectives on Electronic Performance Support Systems.

The complexity of the modern workplace means that decision makers are entertaining the idea of providing employees with software applications that are designed to provide true support and on-the-job training from the employee's desktop computer. An electronic performance support system (EPSS) is the tool that can make such training a reality when it is needed. In describing an EPSS there are two areas to consider--the content and the components of the system. Ideally the components of a complex EPSS include a combination of hypermedia databases, expert systems, modular interactive training, a dynamic maintenance system, and other1 interactive software support applications, while a simple EPSS may include only a database and an online help system. Leaders of industrial training predict a need for a new paradigm of job-related training within the next few years. If the EPSS proves to be part of this approach, a theoretical base must be established. Strengths and weaknesses of the EPSS must be recognized. Employers and employees may not be ready to adopt a new mind-set on how training and support should be conducted on the job. Before the EPSS can be fully accepted, both technology and attitudes must change. (Contains 8 references.) (SLD) *********************************************************************** Reproductions supplied by EDRS are the best that can be made from the original document. ********************************************************************** U.S. DEPARTMENT OF EDUCATION Office of Educational Research and Improvement EDUCATIONAL RESOURCES INFORMATION CENTER (ERIC) O Thls document has been reproduced as wended from the person or organizatron oroginaling a 0 Mrnor changes have been made to improve reproduct,on duality FoInts Of view or optmons states )n this oocu moot do not necessanty represent h 'PERMISSION TO REPRODUCE THIS MATERIAL HAS BEEN GRANTED BY ricnia ';osc TO THE EDUCATIONAL RESOURCES INFORMATION CENTER (E MCI Perspectives on EPSS Perspectives on Electronic Performance Support Systems Over twenty years ago, researchers observed that the our society was moving towards an information explosion era. This observation can be seen today with the increasing amount and rate of information that must be processed daily by individuals. As a result of this information explosion, and the introduction of new technology inventions, jobs are becoming more dynamic. In order to respond to the new job market, employers are seeking personnel who have the appropriate technical skills or who are willing to be retrained. No longer can employees believe in job security or in the idea that once they have mastered their job they are not required to learn any new concepts or ideas. Employment for many people, currently and in the future, has translated into a commitment (whether embraced by the employee or imposed by the employer) to life-long learning. Furthermore, with markets becoming more global and companies striving to compete, decisions makers in many areas, are looking towards technology for that competitive edge. In addition, employees are required to rapidly adjust to new technologies while on-the-job. There was a time when a secretary learned how to type and file and would not have to learn a new procedure for years if ever. Today nany word processors are changed as frequently as secretaries are assigned a new manager. Often when this change occurs, the secretary is required to learn the new software package without a decrease in his or her productivity. Technology has indeed advanced in terms of the managing, processing and displaying of information. However, what is lacking is the technological advancements geared towards supporting and training the employee on-thejob at the employee's moment of need. Because jobs are becoming so specialized, complex and dynari.ic, it is impossible to provide detailed training before a job is started. It is even more difficult to support, at the right time, all employees at their specific moment need. Training and support however, is one area that managers recognize as a way to improve productivity. Currently, employees may receive their formal training off-the-job Perspectives on EPSS 2 in instructor-led courses or through the use of computer-mediated training (interactive video, computer-based training, or a combination of both). But, when the employee returns to work, his or her training and support may consist of human interaction, noncentralized reference manuals or company documentation. Problems arise when employees need training but none is available until several weeks or months later. Problems also come when employees return to their job assignment ane. need specific support but receive either too much information, conflicting information or no information at all and are still expected to provide flawless performance (Bredlen & Rossett, 1991). Therefore as a result of these demands, decision makers are entertaining, the idea of providing employees with software Lpplications that are designed to provide true support and on-the-job training from the employee's desktop computer. Researchers and developers of training and support materials must be leaders in the movement for designing tools that reflect today's technological advances as well as learning theory research. One approach to meeting this challenge is to redefine how training and supportare conducted on-the-job. More specifically, Carr (1992), Geber (1991), Gery (1991), and Raybould (1990) suggest that an Electronic Performance Support System (EPSS) is the tool necessary to make training, at the moment of need, a reality. Moreover, with the introduction of hypertext software, along with the advancements of other technology tools such as: data bases, computer-based training, expert systems and on-line references, the foundation for developing an EPSS is in place.