Leveraging User Experience (UX) to Create Tools Your Performers Want to Use

Last month I attended a webinar on the Performance Support Community of Practice entitled “Making PS Work! - Bank of America.”  If you haven’t seen this presentation, you missed an amazing example of Performance Support in action at Bank of American – including an idea I’ve heard many time over the years: a performance support tool for performance support projects! Stop reading now and click here to watch the recorded session. I’ll wait. You’re back? Amazing, right? Beth Daniel and her team h...
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Get Your Conference Proposals Accepted

A mentor of mine once told me about an important distinction when deciding how to spend one’s finite work time. A focus on the day-to-day fixing of issues, meeting with clients, and delivering the deliverables was spending time “in the business.” Getting your head up out of the weeds to see where you were headed, working conscientiously on what you wanted to become – that was spending time “on the business.” Today, I’d like to spend a little time “on the business” of Performance Support. NOTE: Y...
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You Call That Intuitive? UX Principles in eLearning Design

Delivered at the Association for Talent Development (ATD) TechKnowledge 2015 conference, January 16, 2015. My co-presenter was Mr. Jeff Barnes, User Experience Designer at SRA International. The learner's experience with an e-learning course has a big impact on the learning outcomes. The goal is to reduce the learner's cognitive load, freeing them to focus on the content and the concepts. In the best courses, the interface and technology fade into the background. Is that happening with your cou...
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Climbing the Learning Curve for Performance Support Project Rookies

Delivered at the Association for Talent Development (ATD) TechKnowledge 2015 conference, January 14, 2015. While "Performance support solutions" is a bit of a buzz phrase today, we still have varying definitions and degrees of understanding of just what "performance support" means in practice. If your boss asks you to develop a performance support solution, do you know here to begin? There are critical first steps to take when designing a solution that fits both the needs and culture of your or...
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3 Ways to Promote Your Performance Support Tool

This was originally posted on 28 November 2014 on the Performance Support Community of Practice (more about that CoP at the end, including information on becoming a member to get access to many of the links below): When you talk to experienced practitioners about their first Performance Support projects, you tend to hear a common refrain:  We worked hard to build this great tool, training ourselves in the methodology and sweating all the details.  Then we launched it to great fanfare wi...
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4 Ways for Overcoming Resistance to Performance Support Projects

Originally posted on 16 October 2014 on the Performance Support Community of Practice (more about that CoP at the end, including information on becoming a member to get access to many of the links below): “…and in conclusion, all five Moments of Learning Need are covered in the Performance Support pyramid, leading to a comprehensive solution that will improve the outcomes you’ve targeted. If you approve the scope, we can start with a Job Task Analysis, and I will just need access to your thre...
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Presenting at ATD ICE (International Conference and Expo) 2015

I just found out my speaking proposal was accepted for the Association of Talent Development (ATD, formerly ASTD) International Conference and Expo (ICE) 2015, to be held in Orlando, FL in May 17-20, 2015. ATD ICE is the largest conference in the workplace learning and performance space, drawing an expected crowd of more than 10,500 professionals from more than 80 countries. My session is entitled "Launching Performance Support: It's the Message that Matters" and will focus on the importance ...
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Panelist at Masie’s Learning 2014 Conference

I am honored to be selected to participate in a panel discussion on Performance Support at Elliot Masie's Learning 2014 conference (October 26-29, 2014). Event Title: Performance Support, because Memorization is Not a Sustainable Business Strategy! Session #530: Tuesday, Oct. 28th, 8 am - 9 am in Monterrey 1. The panel is chaired by Mark Wagner, AVP Claims Learning and Training at The Hartford, and includes other down-in-the-trenches Performance Support practitioners: Trace Symonds, Senio...
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Brandon Hall Excellence in Learning Awards

Congratulations to two of my teams for winning two prestigious Brandon Hall Excellence in Learning awards this year. This was for work under the Department of Veterans Affairs Learning University (VALU) Career Technical Training (CTT) program managed by Anita Huffman-Strawser.  The Brandon Hall Awards program is the oldest in the learning industry, and has been called the Academy Awards for learning professionals. It features the best-of-the-best in global training, talent, and HR programs. G...
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The 2014 Performance Support Symposium

Reflecting on the 2014 Performance Support Symposium As I reflect back on the two and a half days of the Performance Support Symposium (#PSS14 on Twitter) that wrapped up on Wednesday, I am struck by the momentum this discipline seems to be gaining. From big-time, enterprise success stories like Beth Daniel at Bank of America, Steven Beggs from Home Depot Canada, or Sandy Stevens at The Hartford, to the many smaller steps taken by people much lower in the corporate food chain, we’re starting to...
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