Performance support systems‐the next step?

Instructional Design Issues for Electronic Performance Support Systems

“…With possible applications in areas as diverse as computer programmers writing new code, new employees learning order processing procedures, and sales representatives helping customers configure communications equipment (Horn, 1989), these systems have the potential to increase significantly the effectiveness of workers in a broad spectrum of work environments. Carr (1992), in fact, suggests that these systems may eventually be able to provide one of the most cost-effective methods for developing and supporting competence in the workplace. Through the appropriate design and development of an overall software structure and its constituent components, electronic performance support systems should be able to live up to this potential and significantly increase the effectiveness of workers in a wide variety of organisational environments.…”

“…These more complicated procedures, as well as various skills that require evaluation before implementation, are the general focus of the instructional element of an electronic performance support system. Carr (1992) describes the instructional component in terms of providing users with specific instructions concerning individual tasks, with the material presented in a concise and relevant manner that does not burden the user with unnecessary material. This tight focus on the provision of relevant materials for specified job requirements is particularly appropriate given the time constraints often present for personnel utilising an EPSS during rigorous work schedules.…”

“…Finally, applications software can be adapted or written from scratch to complete some of the routine work of a specific job, letting users concentrate on more important tasks that cannot be carried out semi-independently by the software (Carr, 1992). In this sense, the more important tasks can be left to human users, while the software system (somewhat on its own) can carry out the required lower level jobs.…”

“…In terms of media selection within this process, Raybould (1990a) and Carr (1992) describe databases, text retrieval systems, computer-based reference systems, hypertext systems, knowledge processors, expert system shells, CBT authoring tools, and multimedia, among others, as possible options for developing an EPSS. While hypertext authoring tools appear to provide the most capabilities for the general design and development of these systems, the choice of a specific development tool should be based on the particular circumstances in a given project.…”

Working and learning with electronic performance support systems: an effectiveness study

“…Will it "de-motivate" workers? Or will it automate the low-level tasks and bring in more time to perform tasks on a higher level (Carr, 1992)?…”