Choices and Challenges: Considerations for Designing Electronic Performance Support Systems    

Introduces the breadth of decision-making required in EPSS design. Explores choices and challenges facing designers in the design process, performance cycle, technology constraints, use of storytelling techniques, evaluation, and success factors.

Carliner, Saul. Technical Communication Online (2002). Articles>Content Management>Web Design>EPSS

Task Support, Reference, Instruction, or Collaboration? Factors in Determining Electronic Learning and Support Options    

With so many forms of performance support available, one of the challenges for technical communicators and performance technologists is choosing the right form to meet the performer's need for assistance in a given situation. This article is intended to summarize and classify these resources and to aid professionals in determining when and how to employ them. First, it describes the theory of situated learning, which underlies the selection of a form for supporting performance. Then it suggests how to apply this concept to the selection of forms. Last, it offers some suggestions for forms to use in a given situation.

Gery, Gloria J. Technical Communication Online (2002). Articles>Content Management>EPSS

Who is in Control?: The Logic Underlying the Intelligent Technologies Used in Performance Support    

Performance support (also called EPSS, for electronic performance support system) emerged from the instructional design and training communities because corporate enterprise systems were difficult for people to use, and the training needed to make them productive was expensive and time consuming. A good definition is that 'EPSS (Electronic Performance Support Systems) are systems that provide employees with the information, advice and learning experiences they need to get up to speed as quickly as possible and with the minimum of support from other people' (Raybould 1996). One of the issues in designing performance support is managing information overload. Two approaches are the use of agents and the presentation of information in visual form (called information visualization). The former looks for ways that computer programs can do work for users, sorting through data on their behalf; the latter looks for ways to present information so that users can directly access it through direct manipulation. You can do both, but the selection of each has an impact on the interaction style and the degree to which users can directly control the system. It is therefore an issue that any performance support system designer should consider carefully. This is a logical extension of the goal of easy-to-use programs, adding the requirement that the user interface be actively informative and helpful.

Quesenbery, Whitney. Technical Communication Online (2002). Articles>Content Management>Workflow>EPSS