Defining an Effective Electronic Performance Support System
http://www.stcsig.org/usability/newsletter/0401-epss.html

Racine, Sam J., Kristen E. Kralick and Sathya Yesuraja
Usability Interface
2004

Abstract:

Most businesses have seen a dramatic increase in the amount of information employees require to perform tasks. Traditional approaches to training such as paper documentation, instructor-led training, or computer-based training (CBT) may have been effective in the past, but are not suitable to respond to the rapid changes in time, cost, and delivery of information today’s marketplace requires. At Unisys Corporation we have piloted an electronic performance support system that provides self-instruction for our clients at their point of need.