The Role of Electronic Performance Systems in Improving Learning and Performance: A Managerial Perspective

The goal of an EPSS is to provide whatever is necessary to generate performance and learning at the moment of need. People have been provided with some of the help to accomplish this goal with powerful tools such as job aids and CBT. However, these tools are not an EPSS by themselves, although they can be part of an EPSS. The common denominator that differentiates an electronic performance support system from other types of systems or interactive resources is the degree to which it integrates information, tools, and methodology for the user. This paper examines the definition of an EPSS, reviews EPSS components, examines some course management tools currently used in educational programs, and explores the use of EPSS technology in education. Introduction Definitions of electronic performance support systems (EPSSs) vary, but they are generally agreed to be software programs or components that directly support a worker's performance when, how, and where the support is needed. EPSSs are intended to improve workers' ability to perform tasks, usually being performed on a computer. They are related to, but more than, task-oriented online help. In order to determine if these systems can be used in education, a more complete definition is essential. Also, an examination of the literature will reveal the current state of affairs relating to the existence of fully formed EPSS systems in education or the alteration of these systems to accommodate educational needs. Finally, an effort will be made to draw conclusions that will provide directions in educational settings. Literature Review The integration of different tools to help the user perform a task is the key feature of an Electronic Performance Support System (EPSS). An EPSS system is built to integrate resources and tools and to facilitate working on complex tasks (Laffey, 1995). It is a computer-based system that improves worker productivity by providing on-the-job access to integrated information, advice and learning experiences and it is the electronic infrastructure that captures, stores and distributes individual and corporate knowledge assets throughout an organization, to enable individuals to achieve required levels of performance in the fastest possible time and with a minimum of support from other people (Raybould, 1990). It is an integrated tool suite that supports the user of a complex system by providing embedded assistance within the system itself (McGraw, 1994). As a result, EPSS is credited with reducing the amount of time required to access information and bring workers to an entry level of job competency (Bastiaens, Nijhof, & Abma, 1996; Tait, 1995; Lamy, 1994; Bramer & Ghenno, 1993; McGraw 1994; Geber, 1991). The key characteristics of EPSS which make them different from other computerized tools is that they are (a) computer-based, (b) provide access to the discrete, specific information needed to perform a task at the time the task is to be performed, (c) used on the job, or in simulations or other practice of the job, (d) controlled by the user, and (e) reduce the need for prior training in order to accomplish the task (Sleight, 1993). Learning may occur during the use of an EPSS, but the main purpose is to help the user to perform a task and improve productivity (Witt & Wager, 1994). The primary goal of an EPSS is to enable employees to achieve required levels of performance which result in higher productivity and quality of service. The EPSS should include components such as task- and situation-specific information, task-oriented training, expert advice, customized tools, appropriate user interface design, etc. and be available on demand at any time, any place, and regardless of the situation. Carr (1991) lists four benefits of an EPSS. First, there is no delay between refresher training and the moment the knowledge is required. Second, the employee always has access to the latest information and procedures. …