"Allison Rossett shines her spotlight on performance support through job aids, low and high tech, available now and coming soon. She and co–author Lisa Schafer dazzle us with possibilities for Planners (for just before and after the performance challenge) and Sidekicks (great term! for what to do right now). Lively language, wide–ranging examples, and cautions about possible dark sides make this book an invaluable sidekick for performance–focused professionals."
Mary L. Broad, international consultant and author, Beyond Transfer of Training
"This is PS, performance support that isn′t always electronic or part of an elaborate system. A simple, inexpensive sticky note, map, wizard, reference card, poster or cheat sheet can be just as effective as pricier techniques. This book is chock full of fresh thinking and useful solutions."
Jay Cross, Internet Time Group, and author, Informal Learning
"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.′ "
Pat Crull, chief learning officer, Time–Warner
"Have you thought of city–wide Internet access as a service to citizens, like water, electricity, and trash collection? Well, why not? Once again, Allison Rossett has spoken in her practical and engaging way. She and Lisa Schafer made me think in new ways and remember why I got into the performance improvement business in the first place. Like every good teacher, Rossett somehow makes you feel you ′already knew it,′ and you are eager to get started anew."
Charlotte Donaldson, learning and development associate, Booz Allen Hamilton
What Is Performance Support?
What Is Not Performance Support.
What Is to Love About Job Aids?
What Is to Love About Performance Support?
Are We Forgetting Training and Development?
About the Handbook.
Review of Chapter 1.
Preview of Chapter 2.
2 The When and Where of Performance Support.
When to Use Performance Support.
When Is Performance Support Inappropriate?
Review of Chapter 2.
Preview of Chapter 3.
3 Performance Support Yesterday and Today.
Job Aids at the Beginning.
Performance Support at the Beginning.
Review of Chapter 3.
Preview of Chapter 4.
4 Planner and Sidekick Performance Support.
An Expanded View.
Integration, Tailoring, and Pizza Delivery.
Integration, Tailoring, and Finding Your Way.
Parsing Performance Support.
Review of Chapter 4: Advising Amy, Alfonso, and Magnolia.
Preview of Chapter 5.
5 Examples of Planner Performance Support.
A Rubric for Teachers.
Calculator for Lifting Operations.
Sales Rep Incentive Tool.
Electronic Reference Library.
Review of Chapter 5.
Preview of Chapter 6.
6 Examples of Sidekick Performance Support.
Mike s Express Carwash Poster.
Library of Congress Online Learning Center Demonstrations.
Salesforce.com s Interactive Coach.
Review of Chapter 6.
Preview of Chapter 7.
7 Getting Started with Performance Support.
Clarify the Opportunity.
Formats for Support.
Consider Media and Technology Options.
Embark on Development.
Review of Chapter 7.
Preview of Chapter 8.
8 The Elements of Effective Performance Support.
The Look and Feel of Quality.
IBM Brings It to Life.
Eight Principles for Performance Support.
You Don t Have to Be IBM.
Review of Chapter 8.
Preview of Chapter 9.
9 Strategies for Implementation.
Place Performance Support in a Blend.
Target Priority Topics.
Assure Executive Sponsorship.
Establish a Cross–Functional Team.
Pilot and Continuously Improve.
Measure and Continuously Communicate.
Advance This New Way of Doing Business.
Implement as Change Management.
Review of Chapter 9.
Preview of Chapter 10.
10 Into the Future.
A New You.
A New Them.
Is Nothing Sacred?
Performance Support Is Not Magic.
Small,Mobile, and Personalized.
Taming a Data–Rich World.
What Is It?
A Grain of Salt.
Still, a Very Good Thing.
About the Authors.
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.