Job Aids and Performance Support : Moving

Job Aids and Performance Support in the Workplace gives us everything we've ever wanted to know about these invaluable tools and techniques! Allison Rossett and Lisa Schafer have created a comprehensive, pragmatic, and very readable guide. The authors don't exaggerate when they claim it's 'knowledge everywhere.'

Allison Rossett is a professor of Educational Technology at San Diego State University and a consultant in workforce learning and performance, and technology-based systems. Rossett is the coauthor of the best-selling Handbook of Job Aids (Pfeiffer) and the author of First Things Fast and Beyond the Podium (Pfeiffer), all of which are winners of International Society for Performance Improvement's Instructional Communications awards.

Lisa Schafer develops enterprise systems for Fortune 100 clients, writes courseware, delivers seminars, and administers industry benchmarking surveys. Her career blends her human resources expertise with her technical aptitude. She directs comprehensive compensation surveys in the pharmaceutical and consumer products industries and serves as a consultant in the performance analysis and improvement arena.

List of Figures, Tables, and Exhibits

xiii

Foreword

xvii

Preface

xxi

Introduction

1

(18)

What Is Performance Support?

2

(2)

What Is Not Performance Support

4

(1)

What Is to Love About Job Aids?

5

(2)

What Is to Love About Performance Support?

7

(2)

Are We Forgetting Training and Development?

9

(5)

About the Handbook

14

(2)

Review of Chapter 1

16

(2)

Preview of Chapter 2

18

(1)

The When and Where of Performance Support

19

(12)

When to Use Performance Support

19

(7)

When Is Performance Support Inappropriate?

26

(3)

Review of Chapter 2

29

(1)

Preview of Chapter 3

30

(1)

Performance Support Yesterday and Today

31

(24)

Job Aids at the Beginning

31

(5)

Performance Support at the Beginning

36

(13)

Review of Chapter 3

49

(1)

Preview of Chapter 4

50

(5)

Planner and Sidekick Performance Support

55

(22)

An Expanded View

56

(1)

Integration, Tailoring, and Pizza Delivery

57

(1)

Integration, Tailoring, and Finding Your Way

58

(6)

Parsing Performance Support

64

(7)

Review of Chapter 4: Advising Amy, Alfonso, and Magnolia

71

(3)

Preview of Chapter 5

74

(3)

Examples of Planner Performance Support

77

(22)

A Rubric for Teachers

78

(3)

Calculator for Lifting Operations

81

(4)

Sales Rep Incentive Tool

85

(2)

Electronic Reference Library

87

(4)

CLO Dashboard

91

(6)

Review of Chapter 5

97

(1)

Preview of Chapter 6

97

(2)

Examples of Sidekick Performance Support

99

(20)

Mike's Express Carwash Poster

100

(5)

Library of Congress Online Learning Center Demonstrations

105

(3)

Football Wristbands

108

(2)

Salesforce.com's Interactive Coach

110

(7)

Review of Chapter 6

117

(1)

Preview of Chapter 7

118

(1)

Getting Started with Performance Support

119

(30)

Clarify the Opportunity

119

(4)

Formats for Support

123

(8)

Consider Media and Technology Options

131

(5)

Embark on Development

136

(5)

Review of Chapter 7

141

(5)

Preview of Chapter 8

146

(3)

The Elements of Effective Performance Support

149

(16)

The Look and Feel of Quality

149

(1)

IBM Brings It to Life

150

(5)

Eight Principles for Performance Support

155

(8)

You Don't Have to Be IBM

163

(1)

Review of Chapter 8

163

(1)

Preview of Chapter 9

164

(1)

Strategies for Implementation

165

(20)

Place Performance Support in a Blend

166

(2)

Target Priority Topics

168

(1)

Assure Executive Sponsorship

169

(2)

Establish a Cross-Functional Team

171

(2)

Pilot and Continuously Improve

173

(1)

Measure and Continuously Communicate

174

(2)

Advance This New Way of Doing Business

176

(2)

Implement as Change Management

178

(2)

Review of Chapter 9

180

(3)

Preview of Chapter 10

183

(2)

Into the Future

185

(22)

A New You

186

(2)

A New Them

188

(1)

Almost Unremarkable

189

(2)

Is Nothing Sacred?

191

(1)

Convergence!

192

(1)

Performance Support Is Not Magic

193

(2)

Small, Mobile, and Personalized

195

(2)

Taming a Data-Rich World

197

(2)

What Is It?

199

(1)

A Grain of Salt

200

(3)

Still, a Very Good Thing

203

(4)

Index

207

(8)

About the Authors

215

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Job Aids and Performance Support : Moving from Knowledge in the Classroom to Knowledge Everywhere

Summary

Author Biography

Table of Contents

Supplemental Materials