Electronic Performance Support Systems

Abstract

The frequency with which one is unable to find the right information in a timely fashion can cause such occurrences to become viewed as common place, expected, and even accepted in most organizations. Electronic performance support systems (EPSS) serve as a performance improvement intervention to address this inefficiency. This chapter discusses examples from the literature illustrating how performance support has been implemented in a variety of organizations, a recommended process to implement EPSS, evidence-based guidelines, and critical success factors. It illustrates a process that performance technologists can use to design, develop, and implement EPSS. Phases 1 and 2 of the process focus on the steps involved in performance analysis and needs assessment once EPSS has been identified and selected as an intervention. The chapter focuses on phases 3 through 5 of the EPSS process. Controlled Vocabulary Terms Electronic performance support systems; Human performance technology

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