Trivia whiz Ken Jennings has made a career as a keeper of facts; he holds the longest winning streak in history on the US game show Jeopardy! But in 2011, he played a challenge match against supercomputer Watson—and lost. While that moment resides in game show lore, it is also representative of a fundamental shift in how we treat and interact with information; we now live in a world where we have instant access to almost any type of information using a device that fits into our pockets. In this funny and inspiring opening keynote, Jennings shares how it felt to have a computer literally beat him at his own game, what that might mean to the future of information, and where human knowledge may fit in this new learning paradigm.

The shift towards performance support is a journey—a journey that is just beginning for many organizations. For other organizations, the journey has been ongoing. They have encountered challenges and barriers and built strategies to overcome them. There is much that can be learned from an organization that has already travelled down the performance support road. 

In this session you will learn from a case study on how Bayer CropScience set up a marketing and sales learning framework for their organization. You will discover how performance support became a pivotal component in their approach to shaping functional skills and contributing to achieving business outcomes. You will learn many tips as you shape your own path towards performance support. 

In this session, you will learn:

• How Bayer CropScience approached performance support from a business perspective
• The key challenges for developing a functional learning and performance framework
• The successes and lessons learned while implementing this framework
• How the Bayer CropScience solution has journeyed across the performance support maturity model

Audience:
Intermediate and advanced managers and directors.

Technology discussed in this session:
N/A

How can you infuse a low cost, nimble, performance support solution when your organization is about to change core applications? How do you provide just-in-time learning to keep the momentum of a learning strategy going when all the systems they use are changing? It might seem insurmountable, but it can be done—usually with the tools you already have.

In this session you will examine common tools and applications that you can use to develop performance support within a learning strategy. You will explore how to support change learning, or new hire training, or anything in between; in other words, whenever employees need to learn and apply a lot of new concepts and processes to perform on the job. You will leave this session able to identify lower cost ways to design and build a performance support site loaded with tools and resources to provide employees with support in their moment of need.

In this session, you will learn:

• Which common tools and applications you can use to develop performance support within a learning strategy
• Which tools are better suited to manage content, explicitly comparing current and future states
• How to design learning and support content so that it lives beyond a change and moves into existing curriculum
• How to promote its use to your business partners to help managers coach to close performance gaps

Audience:
Novice to advanced designers and developers.

Technology discussed in this session:
None.

There’s been a lot of talk in recent years around the benefits of “flipping the classroom.” This conversation normally centers on having learners watch lectures on their own—outside the classroom—so that classroom time can be spent on interactive applications of the content. It’s a model that a number of organizations and institutions support. But is it enough? 

In this session you will explore the role that performance support can play in a flipped model. You will learn how performance support tools and resources can be used to take the flipped model beyond the classroom, allowing workers to learn application skills on the job, receiving support that helps them learn while they work. 

In this session, you will learn:

• The role performance support plays in flipped learning programs
• How to use performance support tools in flipped learning
• Where the flipped classroom model fits in the context of the five moments of need
• How to get started with the flipped classroom and performance support

Audience:
Novice to advanced designers, developers, and managers.

Technology discussed in this session:
Performance support tools.

Despite a limited budget and a history of “check the box” training, Aristocrat Technologies organization wanted to increase just-in-time training by providing easy to consume nuggets. Management wanted tests that showed that workers knew the content at a specific point in time, but were less concerned with the worker knowing the content when needed. It wanted to find ways to address these just-in-time needs while still providing the content knowledge expectations desired by management.

In this session you will explore how the company used subject matter experts, Yammer, Oracle Learning Management System, Slidedocs, and a phased rollout of training and development to increase knowledge, have knowledge ready when the worker needed it, and go deeper with the content. You will examine various ways to integrate performance support into your organization’s existing network. You will learn from this case study what worked, what didn‘t, and why.

In this session, you will learn:

• Ways to integrate performance support in the network already in place in the organization
• How to leverage subject matter experts throughout the organization to increase engagement
• Methods to satisfy management‘s checklist training requirements and the learner‘s development
• Processes needed to implement the program
• Points of success and failure of our implementation
• Changes to workflow and processes for the training department

Audience:
Novice designers, developers, managers, and project managers.

Technology discussed in this session:
Yammer, Oracle, LMS, Slidedocs, Captivate, Camtasia, and GoAnimate.

While the shift to performance support can be a difficult one for learning leaders to put into practice, for many it is exactly what they’re ready to do—making specific work tasks faster, easier, and more reliable, at the time of need. This session will explore how organizations like Pfizer and Uni-Select have partnered with Axonify to evolve their learning strategy to deliver a combined knowledge and performance support solution that connects employees to what they need when they need it. Attendees will see how leading organizations have deployed a fully integrated performance support solution that includes a robust content library, ask-the-expert functionality, daily bite-sized learning, and more.

The know-it-all’s days are over. No more is the single person who has all of the answers valued in an organization. This person represents not an asset, but a risk. However, knowing that the information the expert has needs to be shared is the easy part; enabling them to share is something else.

In this session you will explore how to get knowledge from an SME’s mind into a performance support or training solution with quality and speed. You will examine a process that uses templates and tools to streamline transfer of the knowledge. You will discover how these templates help SMEs organize their knowledge, and how that helps them to share it. You will also explore the many pitfalls to avoid when working with SMEs.

In this session, you will learn:

• How templates help SMEs organize their knowledge
• How using a tool such as uPerform streamlines the creation of PSS, training, and documentation
• The benefits of a single-source authoring tool
• Pitfalls to avoid when working with SMEs

Audience:
Novice to advanced designers, developers, and managers with a basic understanding of performance support and instructional design principles.

Technology discussed in this session:
uPerform.

A knowledge management (KM) system had been introduced at CISCO for internal use to drive consistency and track common HR issues. However, little thought had been devoted to training or supporting contact center agents in their transition and beyond, and no additional budget was available.

In this session participants will learn about the strategy introduced and the training and performance support developed in collaboration with the KM team, combining the KM tool and our internal social learning platform to address all five moments of learning need without further investment. You will explore the context, participants, tools, and processes contained in the solution, how support for the approach was achieved, and the results of the implementation. In addition, an explication of the projects that came before and continue to grow from this effort will be described.

In this session, you will learn:

• How process models are used for determining learning needs and placement
• Strategies for designing performance support to address a business need
• Methods of gaining support from leadership
• How the tools work together to deliver learning at the moment of need
• How learners and managers are supported
• How learning is measured and evaluated

Audience:
Novice and intermediate designers, developers, and managers.

Technology discussed in this session:
Employee Experience Information Query (IQ), WebEx Social, and Cisco Performance Connection.

The use of video for performance support has been widely employed for many years. Millions of videos are available online (e.g., YouTube). Learning institutions are videotaping lectures and creating vast digital libraries of content. The use of video has become pervasive, and for good reason. Video-based content can be more engaging and has been proven to increase learner retention. Innovations in technology have triggered an explosion in the use of video for learning and performance support. How can learning professionals join the revolution?

In this session participants will explore the innovations in video learning being created in IBM labs that are revolutionizing the way organizations leverage video for learning and performance support. You will learn how video can be used to create a dynamic and interactive experience. You will explore many innovative video technologies, including cutting edge options for delivering, socializing, analyzing, and personalizing video.

In this session, you will learn:

• How the automation of video transcription simplifies the publishing process and improves searching for performance support
• How video is becoming a collaborative event, allowing learners to socialize and expand the learning experience
• How video is no longer a passive viewing experience, with interactions, notes, and links to engage the learner
• How advanced usage analytics can be applied to gauge video effectiveness
• How image analysis can be used to automate the tagging and curation process

Audience:
Novice to advanced designers, developers, managers, and project managers.

Technology discussed in this session:
Various video components.

Let’s support the WHOLE job. Provide what learners need even when they don’t know what they need. In discussions about training in the workplace, the focus is too often on the satisfaction of the learner or worker. It is time to turn our attention to other stakeholders—business leaders and subject matter experts. A lot of time, attention, and money are often dedicated to ensuring the worker has the ability to search for and find answers to questions or guidance they need. However, when there are changes to systems, processes, markets, customers, equipment, environment, organization, or any aspect of the business, they may not even be aware they are missing information.

During this session, you will examine scenarios in which workers need a PUSH of information to them in order to complete their work easily and be compliant. You will also explore how the business leader or expert can push the information, validate receipt and comprehension, and rest easy knowing the risk to the business has been reduced.

There’s such a wide variety of EPSS solutions available today, ranging from job aids to just-in-time, context-sensitive support platforms. So what factors should you take into consideration when selecting the right solution for your organization, and once deployed, how can you determine the ROI on the solution you chose? Join us to answer these questions and hear from Time Warner Cable how they have measured the efficacy of performance support in their organization.

At first blush, the mobile platform seems like an ideal performance support delivery approach. First, there is an audience in need of training reinforcement as they return to the workplace after instructor-led and eLearning formal training. Secondly, nearly everyone has a mobile device in their possession—even on the job—these days, whether it is their personal device or supplied by the enterprise. The good news is that it truly is an ideal performance support opportunity. Learners need useful content on the job and at the time of need. The bad news is that there are a myriad of ways to do it wrong or ineffectively.

In this session you will explore the many disciplines needed to undertake a mobile learning performance support initiative. You will examine the many facets of effective mobile performance support and how you can leverage it to be a part of a powerful training curriculum. You will explore a useful checklist of the many important considerations involved in an effort of this type. You will leave this session with a greater confidence that you can implement engaging and useful mobile performance support in your organization.

In this session, you will learn:

• Fundamental practices for effective mLearning
• How the mobile platform is an ideal stage for performance support
• The importance of learning and understanding user experience in a performance support context
• How to leverage the unique affordances of mobile devices such as geolocation
• How social collaboration plays a role in this approach to training

Audience:
Novice and intermediate designers, developers, managers, project managers, and VPs.

Technology discussed in this session:
Invision and Stellar.

Front line insurance sales and customer service representatives typically have only a cursory knowledge of the back end claims systems and workflows. But today‘s business insurance customers are asking increasingly difficult questions and demanding clear competitive differentiation. How does a large, dispersed organization such as The Hartford provide claims systems and process support to non-claims personnel?

In this session participants will learn how The Hartford tapped into the “Strategies for Learning in the Workflow” (from Gottfredson & Mosher’s book Innovative Performance Support) to design a blended learning and performance support strategy. You will discover how this approach provided staff with the support needed to answer challenging customer questions. You will examine how the existing resource of Microsoft SharePoint was used to enable performance support.

In this session, you will learn:

• How to design an innovative blended learning and performance support strategy
• A strategy for sharing across corporate pillars and job boundaries
• How The Hartford armed sales and customer support staff to answer tough customer questions
• A creative approach to performance support utilizing Microsoft SharePoint

Audience:
Intermediate designers, developers, managers, and VPs.

Technology discussed in this session:
SharePoint.

Defense Acquisition University’s (DAU) mission and vision require more than just training. Its mission requires it to provide the award-winning certification training that DAU is known for. For these professionals to be truly successful, however, its mission also requires it to serve them well beyond their last certification class with learning assets such as knowledge sharing and mission assistance. DAU’s vision is to continue to be successful in the future by improving all three domains of its new acquisition learning model, and integrating those domains to create the best possible learning environment, combining and focusing all activities on individual and organizational performance.

In this session participants will explore DAU’s new learning strategy, the acquisition learning model (ALM). You will discover how the ALM recognizes that DAU provides the workforce with three types of learning that are distinct, but that must support each other. You will explore each type of learning, including foundational learning, workflow learning, and performance learning. Participants will leave this session understanding how the ALM keeps every member of the DAU team completely focused on the success of our customers and helps us become one of the world’s very best in performance support.

In this session, you will learn:

• How to align your learning strategy to a performance support role
• How to implement your performance support strategy
• DAU‘s best practices and lessons learned in its implementation
• How to get senior leadership buy-in and commitment for performance support

Audience:
Intermediate and advanced designers, developers, managers, and project managers.

Technology discussed in this session:
N/A.

Employee errors are no joke! Simple mistakes can affect customer satisfaction while refunds or returns affect the bottom line. While changing human behavior to reduce common mistakes in the work process is the ideal, sometimes you simply can’t. When faced with this challenge, Deluxe Corp. looked to performance support for an answer.

In this case-study session you will explore how Deluxe Corp. implemented performance support within the sales process to facilitate order processing. You will discover how this approach led to first-day representatives with “less to do, and less to remember” while at the same time improving accuracy, handling times, productivity, time to competency, customer experience, and of course, sales! You will leave this session with an increased awareness of the business value of performance support and how it can help organizations better achieve their goals.

In this session, you will learn:

• How learning and development teams can be true business partners
• How performance support can deliver business results
• Lessons from a real-life example of the positive effect of performance support on a sales organization
• How to build the business case for performance support

Audience:
Novice and intermediate managers, project managers, and VPs.

Technology discussed in this session:
Leo Performance Support platform.

Our ultimate goal is for everyone to be an expert. How can we lose? Guide it with an effective strategy. Execute it on a solid platform.

There is a lot of buzz about crowdsourcing of content to enable learning and support performance of colleagues. There is a difference between subject matter experts (SMEs) and members of the crowd. The difference is the word expert. During this session we will discuss methods to identify these experts as well as enable and oblige them to channel their knowledge and guidance to those who need to know.

A solid platform is vital for SMEs to easily compose content for their colleagues in their language, their context, in the “best” formats to consume, and in a constant timeframe. As SMEs, they are accountable to enable the best performance possible. As learning professionals, we are accountable to provide them the strategy, guidance, and technologies to easily do their jobs. We will also discuss these technologies to enable the strategy.

Delivering precise information in real time is vital in successful implementation of any performance support strategy or system. Due to the on-demand and just-in-time nature of performance support, pre-defined and structured content results in multiple issues including undesired performance, pushing irrelevant information, lack of interest, and more. Knowing that linear learning is not capable of fulfilling performance support needs, many organizations are unsure about choosing the right path for creating content.

In this session you will learn how you can use micro-learning effectively to prepare content for performance support. You will discuss three key aspects—mobility, video, and collaboration (MVC)—which help in achieving performance support requirements. You will examine the importance of various mobile features, the role of video content, and the need of crowd-sourcing for knowledge collaboration in performance support solutions. You will leave this session understanding how MVC is helping provide performance support effectively in area like sales training, product training, on-the-job aids, and more.

In this session, you will learn:

• The importance and application of bite-sized knowledge chunks in performance support
• To visualize micro-learning as a complete solution to providing performance support
• The effectiveness of mobility to deliver video based interactive and rich content
• The role of crowd sourcing in knowledge generation and knowledge sharing for improved performance support
• Lessons from a case study that demonstrates an implementation of micro-learning and MVC

Audience:
Novice to advanced designers, developers, managers, project managers, and VPs.

Technology discussed in this session:
Next-generation video delivery platforms, mobile devices, and technologies, a collaboration platform for content creation, and micro-learning techniques.

If you only have to perform a task once a year will you remember what you need to do from the 30 minute online course you took last year? Learning professionals are often asked by stakeholders to create an online course, and we often realize a course is not the best solution. We need to ensure that people can find the resources they need to successfully complete a task at the time they need to do it, and we need to make stakeholders understand this need as well.

In this session participants will learn how one organization was able to deliver work flow performance tools that gave workers what they needed to successfully complete tasks when and where they needed support. You will explore case studies examining how the organization was able to convince stakeholders that traditional training courses were not the best solution for the need. Participants will discover how performance support tools allowed workers to find the information they needed to know and receive support to complete the steps they needed to take.

In this session, you will learn:

• How to influence your stakeholders so they understand a performance support tool is the best solution
• How to author and host interactive performance support using common development resources
• Practical tips to create your own workflow performance support tool
• Different ways to balance performance support tools with formal (and trackable) training

Audience:
Novice designers, developers, and managers

Technology discussed in this session:
Articulate Storyline, SharePoint

Subject matter experts have deep content knowledge, but too-often default to lecture-based methods of training delivery. This results in a poor learner experience during the session and rarely translates to an on-the-job behavior change as a result of these sessions. Even when SMEs are trained and motivated to design better learning experiences, they often reverted to lecture-based instructional techniques and one-off training interventions when they were called upon to deliver future training workshops.

In this session participants will explore a case study detailing SightLife‘s experience with a system designed to provide subject matter experts in our field offices with on-demand instructional design support. You will discover how this support has resulted in a sustained change in the way learning interventions are designed in SightLife‘s India-based field operations. You will leave this session able to identify transferable lessons that can be applied to your own situations and then develop a strategy to implement these lessons.

In this session, you will learn:

• Three lessons learned about what NOT to do when implementing a new performance support system
• Three key elements to a successful performance support system
• How to transfer SightLife‘s experience in performance support to your own context
• How to identify a variety of appropriate technologies (some low or no cost) in order to support performance across the globe

Audience:
Novice and intermediate designers, developers, and managers.

Technology discussed in this session:
N/A.

With employees unable to retrieve up to 90 percent of information from initial onboarding, organizations need a way to reinforce training programs for maximum knowledge retrieval and provide support to ensure reps are fully productive, all at less cost. Moreover, learning management systems are not innate to the daily rituals of workers and as a result, there is a disconnect between training and the workforce.

In this session you will explore the role retention science can play in facilitating the two stages of knowledge as a content source for performance support design and delivery. You will learn how this approach has been applied in sales environments and proven to increase sales productivity and business outcomes. You will discover how to create sales support in ways that support how sellers learn, retain, and apply support content. You will also learn how to use technology to extend the onboarding process to a scalable, just-in-time support model for sales organizations.

In this session, you will learn:

• How to design efficient and effective sales performance support content using retention-science methodologies
• How to effectively deliver sales support content where and when sales will use it
• Real-world examples of how top selling organizations have used and benefited from a retention-science approach
• How to seamlessly carry forward sales support from onboarding and integrate it into sellers’ daily activities

Audience:
Novice and intermediate designers, managers, and project managers working in a sales environment.

Technology discussed in this session:
CRM systems, mobile technology, and marketing automation systems.

The fundamental guiding principles of performance support. What are they, and how can you successfully implement them in the workflow for both IT and non-IT programs? This session will be about practical, real-world examples of how to support your workforce across all Moments of Need.

Looking for best practice approaches on how to design and deliver effective performance support for IT and non-IT programs? Then this is a must-attend session for you. Join us to learn more and perform better! 

Technology continues to change how organizations operate and workers learn and receive the support they need to perform on the job. The rapidly evolving state of technology is transforming the workplace, and today’s learning and performance professionals need to understand this transformation and adapt our practices for the workplace of tomorrow. In this thought-provoking keynote, Allison Cerra will examine the trends that are changing the behavior and purchasing habits of the enterprise, including mobility, the cloud, big data, and collaboration. She will explore the opportunities and challenges these trends pose for organizations and their employees, as well as the impact of living in an age where personal technology rivals that found in the workplace.

The renewed interest in performance support is powered by advancements in technology that enable workers to receive support in the context of work. As technology continues to advance at an ever-increasing rate, more opportunities to provide performance support will emerge.

In this featured session, available exclusively to Performance Support Symposium attendees, you will have the opportunity to participate in a conversation with our keynote speaker, Allison Cerra. You will discuss the evolving landscape of technology and how it is changing human behaviors related to information, problem solving, and more. Bring your questions, and explore the future of performance support.

Performance support is a journey, not a destination. What works for an organization that is just starting down this road looks very different from what works for an organization that has been effectively utilizing performance support strategies for years.

In this panel discussion you will explore a performance support maturity model that provides structure around what performance support looks like within an organization over time. You will examine the types of resources and approaches that work at each level and share strategies that help you, and your organization, advance further along the model over time.

In this session, you will learn:

• What the performance support maturity model is
• How to identify where you and your organization are in your performance support journey
• What resources are needed at different levels of maturity
• Strategies that will help you progress further along the model

Audience:
Intermediate and advanced managers and directors.

Technology discussed in this session:
N/A

Performance support has become an ever-more powerful proposition with the advent of mobile devices that can deliver to learners wherever they are. It can help learners apply what they have learned back in the workplace or even replace the need for upfront training. And the future is exciting, because mobile performance support will be adaptive and contextual, turning iDevices into a combination of coach and personal assistant, and bridging the gap between the classroom and the workplace. But getting started isn‘t always easy.

In this session participants will learn why designing performance support requires a new way of thinking and a new way of working. You will explore strategies for making the case for the change. You will see examples from organizations who are already delivering performance support, from simple but effective methods to more complex solutions offering adaptive and contextual support. You will also be given a model that will take you through a series of key steps to get up and running.

In this session, you will learn:

• How to easily achieve multi-device delivery
• How mobile can deliver performance support
• Important design considerations for contextual mobile performance support
• What organizations are already doing to deliver mobile performance support

Audience:
Intermediate designers, developers, and managers.

Technology discussed in this session:
Mobile, PC, and tablet.

As we move, albeit haltingly, to more independent and technology-enabled learning and performance support, participants enjoy choice. Lots of it. They choose to participate, engage, and contribute. Or they can choose to skip your learning program entirely.

In this session you will explore the significant problem of drop outs and tune outs in the context of the very organizations that are attempting to add more independence, agency, and informality to their offerings. You will discuss what organizations and leaning and development professionals can do to avoid this problem by examining what the literature says about engagement in general, and in learning in particular.

In this session, you will learn:

• Five strategies for enhancing learning engagement
• Views on organizational engagement
• From literature on engagement
• How to apply what we know about engagement to your work

Audience:
Intermediate designers, developers, project managers, and managers.

Technology discussed in this session:
N/A

You need a performance support solution, but getting approval to implement a larger, more costly solution takes time—if you have the budget at all. But maybe you don’t need the larger, more costly system. Maybe you can start your performance support journey using tools you already have available.

In this session you will explore how using open-source-based products can help you launch and support your audience without breaking the bank. You will learn from demonstrations on how to use these tools to prototype and test a concept to develop the best workflow and meet your audience’s needs. You will receive a breakdown of open source and free technologies that can be used to build a solution with a minimal or zero budget. You will leave this session understanding what’s needed, and how to plan, demonstrate, and launch working versions of several key performance support tools that you can model and implement within your organization.

In this session, you will learn:

• Which open source tools and apps you can utilize to launch a performance solution(s) with no budget
• How WordPress works and how to get started in designing a solution to meet your needs
• Several examples of common challenges and how you can easily solve them with open source tools
• How to deal with design and technology solutions
• Five ways to improve your performance support solutions
• How a responsive solution can simultaneously support both your mobile and desktop users

Audience:
Novice and intermediate designers, developers, and managers.

Technology discussed in this session:
WordPress, WordPress plug-ins, HTML5, PhoneGap, GoogleDocs, and responsive frameworks.

W.W. Grainger, a global industrial supply distribution company with thousands of users across 369 branches, 15 distribution centers, and a growing online presence, needs to prepare their end-users for a big change: an SAP Enterprise Resource Planning (ERP) deployment supporting the business in Mexico and Canada. Multiple geographically dispersed locations make traditional instructor-led training expensive, complicated, and risky.

Grainger has chosen an advanced system cloning tool to avoid live training environments, and a state-of-the-art EPSS tool, Assima’s Vimago, to move the knowledge-transfer needle from traditional training to performance support. The project has a significant focus on Adoption of the new systems. Beyond online help, Grainger will also leverage the EPSS system to provide real-time analytics for end-user adoption. In this session you will hear Grainger’s business case and adoption approach as they progress through their EPSS strategy, project planning, securing stakeholder buy-in, and deployment planning.

When formal learning finishes, we release learners back into their everyday reality, back into a structure that includes both formal hierarchies of support as well as social structures we can call “tribes.“ These are the communities where workers make sense of the learning and rehearse new behaviors. But we don‘t have to leave this to chance. If we understand how these tribes form, how these communities work, and the types of roles we play in them, we can better support learners in these sense-making activities. All too often, we rely on the technology to do this, while in reality it‘s a social issue. Technology can‘t deliver great performance support without functioning communities, coherent tribes behind it.

In this session participants will explore the role and purpose of these communities, as well as the differences between formal, visible tribes and hidden social ones. You will look at a three-stage model of development: forming tribes, guiding them, and narrating the results, where we take the learning out and share it more widely. You will also look at issues of trust and integrity between organizations and individuals which are vital in the establishment and high functioning of these tribes.

In this session, you will learn:

• How tribes can support sense-making once formal learning is complete
• How to form these communities, guide the learning, and narrate the results
• How to increase effectiveness through this approach
• How to moderate and support in these spaces
• The role of social collaborative technologies

Audience:
Novice to advanced designers, developers, and managers.

Technology discussed in this session:
N/A.

Delivering performance support tools for sales can be a challenge. There are many approaches to consider, departments to align, and technology options to decipher, all in an effort to create a strategy and provide resources that will effectively support the performance of sales reps. A successful performance support strategy is absolutely critical for optimal sales productivity.

In this session you will walk through the process of creating a learning and performance support strategy for sales by collaborating with your sales and marketing teams. You will discuss how to analyze current technology infrastructure, mobile capabilities, and support processes. You will identify gaps in existing practices and strategies. You will learn how to devise a plan to radically shift the productivity of your sales forces. Additionally, you will explore ways to bridge the gaps between on-the-job learning, performance support needs, and sales and marketing support.

In this session, you will learn:

• How to separate core learning from continuous learning and why it’s important
• How to integrate performance support with continuous education and the positive impact that can come as a result
• The key requirements for aligning learning with sales and marketing and why it is critical for these departments to work together
• The key components of a successful technology strategy and how to apply them
• How to build an ecosystem and culture focused on providing continuous learning and performance support

Audience:
Novice to advanced designers, developers, and managers.

Technology discussed in this session:
Mobile devices, computers, software, and mobile apps.

We often describe the shift towards performance support as a linear journey, one that continues in a single direction. The reality is quite different. Over time an organization’s utilization of performance support rises and falls with the changing tides. Managing your journey over the course of time can be a challenge. 

In this session you will examine the opportunities and challenges of managing a performance support strategy in a business over an extended period. You will explore a case study in which performance support has been used in a large organization for over seven years. You will explore the impact of changes over time and the strategies that have been used with the greatest success. 

In this session, you will learn:

• How performance support strategies evolve over time
• How to manage performance support strategies when technologies change
• How to manage performance support strategies when organizational priorities shift
• How to manage performance support strategies when sponsors change

Audience:
Intermediate and advanced managers and directors.

Technology discussed in this session:
N/A

In large organizations, learning and performance support content typically develops over time in an organic, ad-hoc fashion until one day the organization realizes it has an unmoderated mass of content stored on file servers, intranet sites, and the LMS. As a result, employees don’t know what’s available and can’t find the content they need when they need it, falling back on familiar and possibly incomplete, inaccurate, or outdated information. To the organization, the task of making this mass of content easily accessible, usable, and targeted to workflow performance can be daunting, to say the least. Where and how to start?

In this session you will explore how an organizational learning strategy provides guideposts for analyzing the performance support needs of its workforce through a structured set of tactics and tools. Using two rich case studies, you will examine the process that an organization can use to get a handle on its content issues and start developing solutions. The case studies address identifying mobile support needs for the national sales force of a healthcare insurer and determining content access requirements for field personnel of an agricultural products company.

In this session, you will learn:

• Essential components in an organizational learning and performance-support strategy
• A process for analyzing performance support needs
• Methods and tools to analyze current and desired states of performance support
• How to determine where to start implementing solutions to provide the most bang for the buck

Audience:
Novice and intermediate analysts, managers, directors, VPs, and CLOs.

Technology discussed in this session:
Intranets, LMSs, personal computers, smartphones, and tablets.

Strategize, design, develop, implement, integrate, roadbock!, re-strategize, re-implement … the realities of doing performance support unfortunately seldom match up with the idealized stories you hear. Join practitioners and leaders from KPMG, Wells Fargo, and Ontuitive in this candid conversation about learning by doing, about moving forward around roadblocks, about constant tinkering, and about some surprising successes, too.

One of the biggest challenges in providing performance support solutions is trying to figure out how to perform the user experience with little effort on the user. By giving users access to what they need when they need it with just their voice, you remove the barrier of needing to physically interface with a device. The future of voice-based searching, data collection, and biofeedback will help accelerate the adoption of the tools that provide a quick ROI for the organization.

In this session you will explore several examples of organizations using voice-based performance support tools. You will participate in utilizing some of these applications during the session to experience first-hand how they work, explore how voice-based interfaces can measure performance in ways that have been previously unavailable, and leave this session understanding voice-based tools and how they can support your performance support initiatives.

In this session, you will learn:

• How advanced voice-based technologies have come from the initial days of Siri
• How to use a check list of the types of learning applications best suited for voice enablement
• How you can measure what you say and how you say something for ongoing feedback
• How to decide which voice-based solution might fit into existing applications

Audience:
Novice to advanced designers, developers, and managers.

Technology discussed in this session:
A variety of voice-based solutions utilized in warehouses, call centers, field sales employees, and consumer applications.

Adopting an embedded performance support (EPS) strategy is unlike most other learning initiatives because it involves a paradigm shift from learning to performance. As such, the presence of change—potentially transformational change—becomes a significant restrainer when attempts are made to disrupt familiar methodologies. In other words, the problem is effectively positioning the solution.

In this session you will explore the challenge of positioning—or selling—disruptive EPS methods and tactics in a non-threatening way by leveraging familiar aspects of learning design and development methods. You will discuss a real scenario where internal positioning worked by NOT talking about performance support. Participants will focus on how to build the case for EPS by avoiding the jargon that so easily comes to mind and instead focusing on the performance outcomes that will drive the business forward.

In this session, you will learn:

• How to change the conversation from training to performance
• How to scope a pilot proof of concept
• How to extend discovery into the point of work
• How to dig for the right performance metrics
• How to leverage and protect existing technology investments

Audience:
Novice to advanced designers, developers, managers, projects managers, and VPs.

Technology discussed in this session:
N/A.

You’ve heard about performance support and hopefully tried a small project or two. Or maybe you’re excited by the idea and want to accelerate its growth in your organization. Once you get to initial buy-in, either just within your team or with a small group of initial clients, what’s next?

In this session you will explore several next steps in your performance support journey, including how to sell the idea to your clients and stakeholders. You will look at the positioning of performance support in the learning and performance ecosystem and see how other ecosystem components, like social media, knowledge management, and mLearning can help take it further. You will also discuss some ideas for turning performance support into a part of your business model.

In this session, you will learn:

• How to sell performance support to your stakeholders
• Where performance support fits in the learning and performance ecosystem
• How to take performance support efforts further
• How to integrate performance support into your organization’s business model

Audience:
Novice to advanced designers, developers, project managers, and managers.

Technology discussed in this session:
Social media, knowledge management, and performance support.

Your organization has been using performance support for some time. You’ve got resources and tools in place that are well received, and the buzz around what you’re doing seems overwhelmingly positive. It’s time to take your efforts to the next level. Anecdotal feedback is valuable, but most organizations need verifiable, data-driven analytics for major enterprise applications. 

In this session you will explore the methods that can be used to effectively measure the effectiveness of performance support programs. You will explore when adding governance to enterprise programs makes sense and the value a governance board could add in this regard. 

In this session, you will learn:

• Why measuring performance support is important
• Methods for measuring performance support
• What role governance plays in performance support
• How to set up your governance board 

Audience:
Intermediate and advanced managers and directors. 

Technology discussed in this session:
N/A

Panviva will take an in-depth look at the challenges enterprises face when it comes to evolving and improving their performance support solutions. They will explore how information, access, and architecture play a role in driving productivity. Organizations can no longer think about departmental solutions, but must focus on an enterprise-wide approach that breaks down the silos of information to improve overall performance. In addition, Panviva will share the top secrets to help performance support professionals excel at training, retaining, and sharing mission critical information.

As a rapidly-growing cloud-based software platform, Avalara faced the challenge of doubling the number of customers implementing their software while growing the implementation team by less than 20 percent during the same time period. They needed to shift from a one-on-one and hands-on approach to software implementation in a scalable approach that enables customers to implement software on their own.

In this session you will explore a case study of how Avalara enabled over 30 percent of their new customers to implement new software on their own using performance support tools and methods. You will examine how they utilized multimedia performance support through multiple channels to help new customers successfully implement the product on their own. You will discover how they used data to improve the performance support experience. You will leave this session understanding how to leverage multiple delivery methods for performance support.

In this session, you will learn:

• How Avalara used performance support to enable over 30 percent of new customers to implement their own software
• How Avalara used data and feedback to improve customers’ experience with performance support
• How they used multimedia resources to give customers a choice about the type of performance support they access
• How to collaborate across teams to leverage multiple delivery methods for performance support

Audience:
Novice to advanced designers, developers, managers, and VPs.

Technology discussed in this session:
Avalara AvaTax and Walk Me.

Performance support can truly transform the way an organization looks at training and the way it supports the workforce. However, the promise of such a transformation is about more than just the performance support tools and resources you provide. Truly transformational performance support programs go beyond the tools and resources and target the organizational culture.

In this session you will learn from a case study that explores how Bank of America transformed their business via performance support. You will discuss the challenges they encountered—including changing the way over 250 learning professionals saw their work—and how they overcame them. You will hear the benefits of making this shift and learn strategies that can help you start a similar shift in your organization. 

In this session, you will learn:

• How performance support can transform a business
• What challenges a shift to performance support can encounter
• The role of change management in this transformation
• Strategies for shifting your organization towards performance support 

Audience:
Intermediate and advanced managers and directors.

Technology discussed in this session:
N/A

Performance support is frequently addressed as an add-on solution or an adjunct to existing learning systems and processes based on a content-centric approach. This often leads to a disjointed user experience that in turn leads to lower rates of usage and poor return on investment.

In this session you will learn how to define and implement a performance support strategy by starting with the user experience and needs first and then identifying all opportunities for improvement and influence across a person’s career life cycle—from learning about your company during a job search and on-boarding into the company through continuous career growth and progression. You will explore the importance of the question “where is the user?” on a day to day basis and what their problems are long before the technical design stage. Participants will examine real techniques and processes and examples of end-to-end performance support solutions.

In this session, you will learn:

• How IBM uses their design thinking methodology to drive product and solution development from a user-centric approach
• How performance support can be integrated throughout the employment lifecycle
• How others are creating and implementing performance support strategies in multiple industries
• What lessons were learned, including hits and misses in initial strategies

Audience:
Intermediate designers, developers, and managers.

Technology discussed in this session:
IBM Smarter Workforce applications.

Everyone wants just-in-time learning at the moment of need. Google set the expectation for this. “What I want to know, when I want to know it, and how I choose to learn it” is not only what employees expect, but this model has proven to improve business outcomes. As a learning leader you want to provide a performance support learning model, but that requires executive support, funding, IT support, and more. A performance support model requires changing the conversation with all the stakeholders.

In this session you will explore how the Learning Model Canvas is used to create a story for changing the mindset and mechanics of an organization to a performance support learning model. You will learn the top-two learning organization patterns and top-five learning organization models. Using examples of each, you will be able to identify your current model, the dependencies needed for implementing a performance support learning model, and actionable next steps for getting started in your workplace.

In this session, you will learn:

• The two key patterns and five top learning organization models in use today (one is performance support)
• How to create a story to have consulting-like conversations with executive leadership to gain buy-in
• The steps to implementing a performance support learning model
• How to measure the effectiveness of learning provided through a performance support model

Audience:
Novice to advanced managers, project managers, and VPs with an understanding of the learning tools available within their organization.

Technology discussed in this session:
Downloadable PDF.

Many ERP implementations typically involve a substantial training effort just before the system goes live. Louis van Cuijk will talk about the advantages of adding electronic performance support to the blended learning program and the positive impact this has on the risks and results of the implementation.

It is critical to have leadership support and funding for performance support to move forward. However, without proper personnel and expertise, there will not be desirable penetrations of performance support strategy. How can an organization build a team that is focused on performance support?

In this session participants will learn from one organization’s experiences in building a special team to implement performance support strategy. You will explore the importance of identifying the skills required for performance support. You will discuss how to transition existing instructional designers, learning technologists, etc. into performance support roles. You will examine how to manage/educate stakeholders on what performance support is. You will discuss how to acquire and/or develop tools for the team to use. You will leave this session with a process and methodology for execution in your own organization.

In this session, you will learn:

• The skills required for a performance support team
• How to transition existing instructional designers, learning technologists, etc. into performance support roles
• How to manage/educate stakeholders on what performance support is
• How to acquire the tools, processes, and methodology for the team to use

Audience:
Novice and intermediate designers, developers, managers, project managers, and VPs.

Technology discussed in this session:
N/A.

Software training traditionally focuses on the new bells and whistles that justify the latest version. This does nothing to prepare users for daily work with the tool and it doesn‘t provide the support when they need it. Organizations need more than just software training in order to maximize capital investments in software.

In this session you will learn how a performance support approach can transform software training so that it is focused on what knowledge the learners need to do their job and makes it available when they need it. You will explore how to organize and present tasks that a user needs to complete. Participants will leave this session understanding how to plan and implement a performance support solution for software training.

In this session, you will learn:

• Why demonstrating the bells and whistles of a program is not effective
• How to organize and present the set of tasks that the user needs to do their jobs
• How to plan a performance support solution for software training
• How to implement a performance support solution for software training

Audience:
Novice designers, developers, and managers.

Technology discussed in this session:
N/A.

Performance support is very different from training. In a world where many people are conditioned to think that learning should look like school, with teachers, students, and formal instruction, it can be difficult to get the organization and its workers to adjust to a performance support approach.

In this panel discussion you will learn from individuals that have faced this resistance to change and found ways to overcome it. You will explore reasons that stakeholders resist performance support so that you are better prepared to address them. You will discuss strategies that can help shift the mindsets of both organizational leaders and the workers on the front line.

In this session, you will learn:

• Why organizations resist the shift to performance support
• How to address stakeholder concerns
• How to start the shift to performance support
• How to speak to both senior leaders and the front line

Audience:
Intermediate and advanced managers and directors.

Technology discussed in this session:
N/A

The meteoric rise of mobile devices has opened up the opportunity make on-the-job performance support practical. The challenge is to get the right amount of the right content to the right place at the right time to enable improved performance and on-the-job learning.  

In this session, we will discuss principles and guidelines for designing a mobile performance support strategy that includes knowledge capture, analytics, content curation and delivery, and integration of social content. You’ll see case studies that illustrate how these principles have been implemented in a variety of organizations and discuss how they might apply to your organization.

In this session, you will learn:

• Design principles for getting right content at the right place at the right time
• When to use the four types of mobile performance support
• How to integrate mobile performance support into the learning and performance ecosystem

Audience:
Novice to advanced designers, developers, and managers.

Technology discussed in this session:
Mobile performance support tools, xAPI.

Technological advancements have historically been minimally disruptive to training. While the new technologies have affected the ways in which we can deliver and consume content, they have not radically altered the foundational methodologies that learning and performance solutions are built upon. The addition of mobile technologies continued this trend, with the process of adapting existing content design and development practices often being referred to as mLearning. But mobile technology is about much more than eLearning on a phone. In this closing panel we will explore the true potential of mobile in the workplace and how the unique affordances of this technology enables us to provide powerful contextual learning opportunities and supply performance support to workers in ways we have not been able to in the past.