10.5. THE ROLE AND DESIGN OF PERFORMANCE SUPPORT
Enter Performance Support! Whereas the e-learning described above is targeted at mastery, performance support is targeted at competency. Its role is not to transfer knowledge, but to enable knowledge in the context of the final three moments of need. It lives in the context of the problem and takes on the appropriate form factor and design to meet the need. Performance support as a discipline takes on many forms, from paper job aides to mentoring programs. For the purposes of this chapter, we'll narrow our focus to electronic performance support, or EPS. EPS is defined as:
"An integrated electronic environment that is available to and easily accessible by each employee and is structured to provide ...
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