Making it Better'' Taking it Further'''

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Making it Better..Taking it Further...

• Performance Support in 99
• Gloria Gery
• Gery Associates
• 108 South Trail, Tolland MA 01034
• [phone] gloria_gery_at_msn.com

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Performance Support Its been a decade

• introduced as a concept in 1989
• weve been
• framing
• describing
• differentiating
• advocating

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Weve been promising...

• Environments integrating
• work processing support
• data and information
• knowledge and content
• interactive tools
• communications and deliverables

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Huge Progress Just Look Around

• Whos here
• providers
• players
• Solutions demonstrated
• Issues
• Departments
• Requirements built into RFPs contracts
• Huge impacts described

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Weve Created the Wave...

• described the need
• demonstrated the alternatives
• began to do the work

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Theres Nothing Small About this Thinking

• Huge Transition to Occur Over Time
• Requirements
• Methods
• Organizational Structure
• Conceptual Shifts
• Skills
• Whos involved

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Shift to Data Base a Parallel

• 20 year transition
• still evolving

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Design and Architecture End of the Artisan
Phase

• Small band of initial thinkers
• Creating models
• Unique outcomes
• One-off successes
• Starting to be replicated

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PS DesignMoving into the Craft Phase

• Dedicated Organization
• Transferable Knowledge
• Models and Frameworks
• Visible and Replicatable Method

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PS Design and DevelopmentMust Move into Large
Scale Production

• Institutionalized
• expectations
• specifications
• methods
• roles
• techniques

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Initial Successes

• largely extrinsic support
• linked
• developed after the fact
• some changes to interfaces
• language improvements
• task orientation
• improved work processing support

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Moving in the right direction

• much current performance support still requires
  context breaks
• but integration is improving

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How do I know?

• Preaching Precedes Change
• History with other Disciplines
• Online Learning
• Data Base
• Graphical Interfaces
• Shifts in Goals
• Increasing Pain around status quo

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Our involvement insoftware development

• were at the table earlier
• playing different roles
• interface design
• information architect
• information designer
• resource integrator

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Progression toward fusion

• Next steps toward integration requiring
  fundamental change
• Fusion goes beyond integration

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Were adding synergy to software development

• The whole ...
• is greater
• than the sum of the parts

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Steel
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Further and further

• Scope growth
• More jobs
• More of the job
• Integrating jobs

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Further and further

• More kinds of resources
• task structuring
• knowledge
• data
• tools
• communications

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Better and Better...

• More types of support
• primary support through interface metaphor and
  data representation, work language,task
  sequencing, institutionalized best-practice
• support structures cue cards, wizards,
  searchable reference, tips, tools, advice,
  coaching, tool tips
• Smarter and more focused support
• more and better filters data, preferences,
  conditions, rules, states, prior actions,
  expected actions

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More Kinds of Work

• Higher levels
• Beyond transaction work
• Higher visibility
• Linked to business strategy

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Context is Changing Around Us

• We must understand it
• Link to those forces
• Knowledge Management
• Shift to e-Commerce
• Shift to New Performer Populations

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We have the answer, but

• we might get lost if we drop our advocacy
• fail to link to prevalent trends
• get discouraged
• prematurely settle

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Risks?

• Time urgency for delivery
• Failure to consider total design and
  implementation life cycle costs
• Churn people, technology, players, work
• Inadequate links to business strategy
• Failure to promote the ROI

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Much reason for Optimism

• Were needed
• We can articulate the highest forms of knowledge
  management
• We are gaining ground and visibility
• There is no other demonstrated alternative thats
  superior

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If not us? Who?
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EPSS Design Contest Results

• Presented by
• Stan Malcolm,
• Performance Vision
• Marlborough, CT
• Sponsored by the
• Performance Support Leadership Council
• Lakewood Conferences