103 Conquering Compliance with Performance Support
10:45 AM - 11:45 AM Tuesday, March 27
Salon 2
Often, the traditional mandatory training required by regulatory agencies does not adequately prepare staff to perform the tasks as expected. Reviewing the information once a year, staff forget the information before they are required to complete the task on the job. It’s no surprise, then, that when surveys or inspections occur, staff are unable to perform as required.
This case study session will explore how one healthcare institution implemented performance support (PS) to overcome the “forgetting curve” and provided safety information for associates directly in their workflow. Now as questions occur, staff have immediate access to specific answers, allowing them to quickly return to the task at hand. The new process successfully documented compliance and achieved surveyor recognition for “exemplary safety education.” This session will briefly review PS concepts, demonstrate the process used for development of the PS, and discuss how it was implemented in conjunction with mandatory training.
In this session, you will learn:
- Basic concepts of performance support
- How to incorporate the PS Pyramid into PS
- How to define requirements to be included in a PS solution
- How to prepare staff for a regulatory survey after implementation of PS
Audience:
Novice to intermediate designers, developers, managers, directors, and senior leaders (VP, CLO, executive, etc.).
Technology discussed in this session:
Demonstration of the EPSS (electronic performance support system) developed on Ontuitive’s LearningGuide Manager.
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Molly Petroff
Education Specialist
Saint Vincent Hospital
Molly Petroff, an education specialist at Saint Vincent Hospital, is the architect of performance support (PS) at the hospital and has implemented several PS solutions focusing on the moment of apply for health system associates. She has worked in staff development for over 25 years, focusing the last 15 years on online learning technologies and the last five years primarily on PS design and development. She has authored numerous eLearning programs and PS solutions for in-house delivery and for other institutions. Molly, an RN, holds a BSN in nursing, an MEd in adult education, and certificates in eLearning instructional design and 5MoN design.
109 Say Goodbye to Content Mayhem: Lessons Learned by Allstate
10:45 AM - 11:45 AM Tuesday, March 27
Salon 15
Do you fear that your employees lack a single place to go when looking for the information needed to do their jobs? Do you worry about delivering consistent customer service experiences? You’re not alone: Allstate had these same concerns before they set a company-wide initiative to build a world-class training environment and knowledge repository for their employees.
In this session, you will hear directly from Allstate as they describe how they modernized their content management system to fight mayhem in all its various forms (accidents, content chaos). By delivering a single, searchable content repository that is used during onboarding and while on-the-job, Allstate ensures that their 13,000 claims agents have consistent access to standardized job aids, process documents, and best practices—all in one location.
In this session, you will learn:
- How Allstate reduced duplicate content by 75 percent so claims agents could find the correct piece of information every time
- How customer calls have been streamlined by enabling claims agents to access a single repository
- How Allstate ensures lower regulatory risk and better compliance by ensuring use of the most up-to-date information
- How expenditures were decreased by eliminating extraneous systems like SharePoint, intranets, and shared drives
Audience:
Novice to advanced designers, developers, managers, directors, and senior leaders (VP, CLO, executive, etc.).
Technology discussed in this session:
Inkling.
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Claudia Lewis
Director, Professional Services
Inkling
Claudia Lewis, the director of professional services for Inkling, is responsible for ensuring that the company’s customers can quickly and effectively build and share content with the Inkling platform. She leads a team of implementation managers to help get customers configured and trained and get their content distributed throughout the enterprise. Prior to Inkling, Claudia supported the development of web-based learning and remote collaboration at the international education reform organization Teach For All. She holds an MBA from UCLA Anderson School, and graduated magna cum laude from Harvard University.
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Pat Baker
Associate Manager Claims—Knowledge Management
Allstate
Pat Baker is the associate manager of claims—knowledge management for Allstate. For the past eight years, Pat has led various training and knowledge management teams within the company. She now runs the claims knowledge management team, which maintains the Inkling knowledge management system, known internally as the Knowledge Library. Pat holds a bachelor’s of science degree in business administration and is president of the Allstate African-American Working Network.
209 The Journey from Structured Classroom Training to True Performance Support
1:00 PM - 2:00 PM Tuesday, March 27
Salon 18
Structured, classroom-based training can take a long time and add additional costs, and it can be very frustrating to create resource documents. Who wants paper references that have to be updated constantly, or to use a homemade reference system that is just as painful to maintain? Are you losing good people during or just after their new-hire training? There has to be a better way!
Come see how one organization transitioned their classroom-heavy, training-style program into a performance support-based program. See how they shortened their new-hire training program in half and improved morale as well as turnover. You’ll see how they can now support their staff in a way that has saved them money and improved their regulatory scores in the process.
In this session, you will learn:
- How to shift from classroom-based new hire training to a performance support-based system
- Performance support implementation do’s and don’ts
- How to engage your team in this process
- How to incorporate compliance requirement to the performance support tool
Audience:
Novice to advanced designers, managers, directors, and senior leaders (VPs, CLOs, executives, etc.).
Technology discussed in this session:
Demonstration of a performance support tool.
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Peggy Kidd
Quality Assurance & Compliance Manager
AvMed
Peggy Kidd is a quality assurance manager for AvMed. Peggy has more than two decades of experience in compliance and has overseen the training program for AvMed’s member engagement team for the last 15 years. She has authored an eLearning program for in-house delivery and has taken its training program from structured classroom-heavy training to a performance support-based program.
305 Adopting the Performance Support Mindset
2:30 PM - 3:30 PM Tuesday, March 27
Salon 17
The time was right for The Predictive Index to adopt a performance support mindset. The only problem was, they hadn’t done it before! In spite of the challenges posed by an agile software environment, over 20 languages, and no hint of which tool set to choose, performance support is now alive and well and growing in its adoption around the globe throughout the PI Network. So how did they accomplish this?
In this case study session, you will learn some practical “how-to” advice on adopting a performance support mindset from a small team of two who started from scratch. You’ll gain some insights into not only what worked but what didn’t work, so you can avoid making the same mistakes. You’ll learn about their processes and tools and find out how they implemented performance support in a company that had never even heard of it before.
In this session, you will learn:
- What business challenges performance support can help solve
- What considerations might impact a performance support adoption
- How to implement performance support in your organization
- How to integrate a variety of high-performing tools into your workflow
Audience:
Novice to intermediate designers, developers, managers, directors, and senior leaders (VP, CLO, executive, etc.).
Technology discussed in this session:
Pendo, Salesforce, and Drupal.
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Roberta Dombrowski
Experience Design and Strategy Director
Year Up
Roberta Dombrowski is a passionate product experience leader with a focus on building products and experiences for the way people learn and work. Over the years, she’s been fortunate to build experiences for communities of learners, educators, managers, and employees. She is currently the experience design and strategy director at Year Up and is an adjunct professor at Boise State University.
406 70:20:10 Learning Ecosystem Benchmarking Report
4:00 PM - 5:00 PM Tuesday, March 27
Salon 16
70:20:10 is a popular concept in our industry. The framework provides structure that should exist in our efforts to support a workforce. However, what does 70:20:10 look like beyond just the ratio? How are organizations using the framework and, more importantly, what benefits are organizations seeing from using this approach?
In this session, you will examine the results of a year-long benchmarking study conducted with organizations applying the 70:20:10 framework to their organizations’ strategies. You will explore the lessons these organizations learned, and how you can apply these lessons in your own work. You will discover both what works and what challenges you can expect to encounter. You will leave this session with powerful proven practices that can be applied when designing and maintaining a successful 70:20:10 ecosystem.
In this session you will learn:
- The results of a year-long benchmarking study examining 70:20:10 applications
- Proven practices for applying the 70:20:10 framework
- How to get stakeholders on board with 70:20:10
- Best practices for designing and maintaining a successful 70:20:10 ecosystem
Audience:
Novice to advanced designers, project managers, managers, and directors.
Technology discussed in this session:
N/A.
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Conrad Gottfredson
Chief Learning Strategist
APPLY Synergies
Conrad Gottfredson, the chief learning strategist at APPLY Synergies, has deep experience in organizational learning, collaborative development, knowledge management, online learning, performance support, and instructional design and development. Conrad is the original developer of the Learning at the Five Moments of Need framework now in use around the world. He has worked with many of the world's largest organizations, helping them attain higher levels of learning agility. Conrad's experience includes the design and deployment of large-scale knowledge management and performance support systems within multinational corporations. In 2014 Conrad was awarded the Guild Master Award for his accomplishments and contributions to the eLearning community. He holds a PhD in instructional psychology and technology.
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Bob Mosher
CEO/founder/Chief Learning Evangelist
APPLY Synergies, a 5 Moments of Need Company
Bob Mosher, the chief learning evangelist at APPLY Synergies, has been an active and influential leader in the learning and training industry for over 30 years, and is renowned worldwide for his pioneering role in eLearning and new approaches to learning. Before co-founding APPLY Synergies consultancy with Conrad Gottfredson, Bob served as the chief learning evangelist for Ontuitive, director of learning strategy and evangelism for Microsoft, and executive director of education for Element K. He is an influential voice in the IT training industry, speaking at conferences and participating in industry associations. Bob was awarded the Guild Master Award in 2014 for his accomplishments and contributions to the eLearning community.
509 Performance Support—5 Guidelines to Guarantee Success
10:45 AM - 11:45 AM Wednesday, March 28
Salon 2
Performance support is a methodology that has been around for decades. However, recent years have seen a resurgence of interest and possibilities for performance support as technologies have evolved, which has opened new pathways for supporting workers in their moment of need. While promising, performance support is also a deviation from traditional approaches to training and development. How can you and your organization successfully add performance support to your strategies?
In this session, you will examine five guidelines that organizations can follow that will guarantee successful integration of performance support into their strategies. Using these guidelines, you will explore the common challenges new performance support initiatives encounter and how they can be overcome. You will also learn proven practices that can be adapted to your organization’s unique contexts. When you leave this session, you will have the framework needed to successfully implement performance support solutions for your organization.
In this session you will learn:
- Five guidelines to guarantee performance support success
- Common barriers performance support programs encounter
- Proven practices in launching performance support initiatives
- Specific steps for getting started with performance support
Audience:
Novice to advanced designers, project managers, managers, and directors.
Technology discussed in this session:
Mobile, EPSS.
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Conrad Gottfredson
Chief Learning Strategist
APPLY Synergies
Conrad Gottfredson, the chief learning strategist at APPLY Synergies, has deep experience in organizational learning, collaborative development, knowledge management, online learning, performance support, and instructional design and development. Conrad is the original developer of the Learning at the Five Moments of Need framework now in use around the world. He has worked with many of the world's largest organizations, helping them attain higher levels of learning agility. Conrad's experience includes the design and deployment of large-scale knowledge management and performance support systems within multinational corporations. In 2014 Conrad was awarded the Guild Master Award for his accomplishments and contributions to the eLearning community. He holds a PhD in instructional psychology and technology.
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Bob Mosher
CEO/founder/Chief Learning Evangelist
APPLY Synergies, a 5 Moments of Need Company
Bob Mosher, the chief learning evangelist at APPLY Synergies, has been an active and influential leader in the learning and training industry for over 30 years, and is renowned worldwide for his pioneering role in eLearning and new approaches to learning. Before co-founding APPLY Synergies consultancy with Conrad Gottfredson, Bob served as the chief learning evangelist for Ontuitive, director of learning strategy and evangelism for Microsoft, and executive director of education for Element K. He is an influential voice in the IT training industry, speaking at conferences and participating in industry associations. Bob was awarded the Guild Master Award in 2014 for his accomplishments and contributions to the eLearning community.
606 Panel Discussion: The Expanding Landscape of Performance Support
1:00 PM - 2:00 PM Wednesday, March 28
Salon 2
The demands of the modern organization require you to look for more efficient ways to help people build their skills. Because of this, organizations are looking beyond traditional classes and courses that take time away from the job, and they’re also focusing on performance support: providing help directly in the flow of people’s work. These just-in-time options include more than just the job aids you’ve used in the past. Resources such as social technology, EPSS, video, and augmented reality offer new ways to provide employees with instant access to the answers they need.
In this panel discussion, experts will share their insights on the changing nature of work and learning, and on how performance support technologies are striving to meet the challenges of the modern, agile workforce. Join this session to learn more about the tools and strategies being employed, how to shift to a support-centric ecosystem, and the now and next of performance support technologies.
In this session, you will learn:
- About the technologies that exist in the expanding performance support landscape
- About the organizational strategies being employed to launch, sustain, and succeed with performance support
- About the implications of a BYOD approach to performance support
- About the future of performance support in the work-learning ecosystem
Audience:
Novice to advanced designers, developers, project managers, managers, directors, and senior leaders (VP, CLO, executive, etc.).
Technology discussed in this session:
Electronic performance support systems (EPSS), augmented reality, and video.
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Mark Britz (Host)
Director of Event Programming
Learning Guild
Mark Britz is the director of event programming at The Learning Guild. Previously he worked for more than 15 years designing and managing learning solutions with organizations such as Smartforce, Pearson Digital Learning, the SUNY Research Foundation, Aspen Dental Management, and Systems Made Simple. Mark is also an organizational social designer, helping businesses achieve the benefits of becoming more connected and collaborative to improve learning and engagement. Mark is the author of Social By Design: How to create and scale a collaborative company, and regularly presents and writes about the use of social media for learning, collaborative networks, and organizational design.
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Molly Petroff
Education Specialist
Saint Vincent Hospital
Molly Petroff, an education specialist at Saint Vincent Hospital, is the architect of performance support (PS) at the hospital and has implemented several PS solutions focusing on the moment of apply for health system associates. She has worked in staff development for over 25 years, focusing the last 15 years on online learning technologies and the last five years primarily on PS design and development. She has authored numerous eLearning programs and PS solutions for in-house delivery and for other institutions. Molly, an RN, holds a BSN in nursing, an MEd in adult education, and certificates in eLearning instructional design and 5MoN design.
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Saif Altalib
Sr. Instructional Designer
Amazon Web Services
Saif Altalib, MEd and MBA, has 17+ years of experience in designing innovative performance improvement and instructional solutions. Saif won an Atlanta ATD Award for best software learning program in 2010 and has presented multiple times at Learning Guild conferences.
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Hal Christensen
President
QuickCompetence
Hal Christensen, President at QuickCompetence, has been providing organizations with strategic guidance and solutions to improve employee performance for three decades. An early pioneer of the performance support movement, he has successfully introduced performance support solutions into many organizations in the financial, healthcare, telecommunications, and energy industries. Hal chairs the ATD NY Performance Support SIG and also teaches an online course, Creating Effective Performance Support Solutions.
707 Build Your Own Performance Support and Microlearning Apps
2:30 PM - 3:30 PM Wednesday, March 28
Salon 2
Many training designers recognize that too much knowledge is lost in the transfer from their courses to the workplace. Performance support and microlearning assets, delivered at the point of need, could solve the problem; but often, the company lacks the tools or infrastructure for delivering just-in-time assets.
In this session, you’ll learn how you can easily assemble dedicated performance support web apps that you can quickly integrate into your current training offerings. These apps require little investment in new technology or new skills and can be delivered in a browser from any device. The session will give you the opportunity to engage in the key design steps for building a web app to support a common instructional design process.
In this session, you will learn:
- A streamlined process for extracting the job workflow that will provide the context for locating your performance support and microlearning assets
- How to use templates to create an initial functioning structure in hours, rather than days or weeks
- About criteria for determining the resources that will have the most impact on workplace performance
- Ways to assemble and deploy your app with minimal need for IT support
- Ideas for integrating your web app into your training, an approach that can cut your training time in half as well as significantly improve on-the-job results
Audience:
Intermediate to advanced designers, developers, and managers.
Technology discussed in this session:
Browser-based web apps capable of running on all devices, and HTML files created from Word docs.
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Hal Christensen
President
QuickCompetence
Hal Christensen, President at QuickCompetence, has been providing organizations with strategic guidance and solutions to improve employee performance for three decades. An early pioneer of the performance support movement, he has successfully introduced performance support solutions into many organizations in the financial, healthcare, telecommunications, and energy industries. Hal chairs the ATD NY Performance Support SIG and also teaches an online course, Creating Effective Performance Support Solutions.
712 5 Ways to Create Contextual and Embedded Help
2:30 PM - 3:30 PM Wednesday, March 28
Salon 14
Employees want help whenever they need it, but most L&D departments create materials that they store in an LMS or knowledge base. Searching for those materials interrupts your learners’ workflow and takes time out of their day. What if, instead, you could provide help to them in the tools that they use so that all they had to do was simply hover or click a button to get answers?
In this session, you’ll learn five contextual and embedded help strategies (first run experiences/site tours, hover help, hints, in-tool help for Excel, and news feeds) and the free frameworks available to create them. You’ll explore examples of live websites and spreadsheets that give users information when they need it. You’ll also see how easy it is to code these solutions and learn a couple strategies to work with your IT department as they build internal tools. Your learners will thank you for not making them search for a job aid or cheat sheet!
In this session, you will learn:
- About the importance of providing contextual and embedded help to your learners
- Five ways to provide contextual and embedded help to your learners in desktop and online applications
- Two free frameworks you can start using to create contextual and embedded help
- How to partner with your IT department to make contextual help a reality
Audience:
Intermediate to advanced designers, developers, and managers.
Technology discussed in this session:
Code (JavaScript, HTML, CSS, VBA), frameworks (Intro.js, qTip2), and devices (desktop, mobile).
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Markus McKay-Fleisch
Design Manager
Nordstrom
Markus McKay-Fleisch is a design manager for Nordstrom’s learning and leadership team. He has been in L&D for over 10 years, working in insurance, medicine, and retail, and he spent two years as a teacher in Burkina Faso with the Peace Corps. In addition to figuring out how new technologies can help solve training problems, Markus loves making videos and keeping up with the latest graphic design trends to apply to learning projects.
1006 Transforming eLearning into ePerformance
10:00 AM - 11:00 AM Thursday, March 29
Salon 7
You’re sold on the benefits of performance support, but your internal customers don’t “get” it. With an LMS full of eLearning courses, your learning organization isn’t ready to jump full bore into a performance support approach to learning, and your IT department won’t be investing in performance support delivery technology anytime soon. How can you use your existing assets to create working solutions that prove the worth of this approach?
This session will show you how you can repurpose conventional eLearning content so that it’s accessible and targeted to each of Gottfredson and Mosher’s five moments of learning need, using technology you likely already have. Using a systems training case study, you’ll explore the transformation of an existing eLearning course into a blended solution that provides initial training, learning reinforcement, performance support, and reference, all within the confines of the original authoring tool (in this case, Storyline 360). In doing so, you’ll look at redesigning content, user interface, and navigation to optimize usability for each purpose.
In this session, you will learn:
- Why a typical eLearning course does not effectively support performance
- How to map content from an eLearning course to the moments of learning need
- Guidelines for transforming training content to serve reinforcement, support, and reference purposes
- How to leverage the capabilities of your authoring tool to make the content usable at each moment of need
Audience:
Intermediate to advanced designers, developers, and managers.
Technology discussed in this session:
Articulate Storyline 360.
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Susan Fisher
Lead Instructional Designer & Learning Consultant
Innovative Learning Group
Susan Fisher is a lead instructional designer and learning consultant at Innovative Learning Group. She has over 30 years’ experience designing and developing workplace learning and performance solutions, including instructor-led training, eLearning, mobile learning, reference, and performance support. She is also skilled in information architecture and learning portal design. Susan is a senior member of the Society for Technical Communication (STC) and a member of the International Society for Performance Improvement (ISPI). She is also an STC certified professional technical communicator, expert level. She holds bachelor’s and master’s degrees in fine arts from the University of Michigan.
1008 AT&T University Performance Support Solutions
10:00 AM - 11:00 AM Thursday, March 29
Salon 14
Research demonstrates that when learning is embedded in the everyday flow of work, it has more impact on both the business and learners. You should be wary of designing and investing in solutions that increase the barriers between working and learning. Learning must be available at the point of need. Delivering a true holistic learning experience requires modern tools—tools that enable just-in-time content delivery, streamlined curation of critical information, and comprehensive data analytics.
In this session, you will explore how AT&T University used WordPress to develop a performance support platform that strategically combines the right mix of learning and performance components. You will learn how the platform serves as a central dashboard for quick access to critical knowledge in HTML5 format within a holistic and contextual digital experience. You will also learn how the platform incorporates a skills-building program by enabling peers to submit and review one another’s solutions to real-world design challenges.
In this session, you will learn:
- About the features of AT&T University’s performance support platform, such as instant search, mega menu, highest rated pages, content toggles, user roles, and much more
- About AT&T’s performance support design principles and strategic integration with knowledge management, social collaboration, access to experts, and formal training components
- How AT&T analyzed actionable data points to identify patterns, adjust, and enhance the user experience
Audience:
Novice to advanced designers, developers, project managers, managers, directors, and senior leaders (VP, CLO, executive, etc.) with a basic understanding of the performance support discipline.
Technology discussed in this session:
WordPress CMS, HTML5, CSS, JavaScript libraries, and the Piwik data analytics platform.![](/assets/images/speakers/large/3011.jpg)
Saif Altalib
Sr. Instructional Designer
Amazon Web Services
Saif Altalib, MEd and MBA, has 17+ years of experience in designing innovative performance improvement and instructional solutions. Saif won an Atlanta ATD Award for best software learning program in 2010 and has presented multiple times at Learning Guild conferences.