Performance Support
Performance support provides employees with on-demand access to information, tools, and guidance exactly when and where they need it to complete tasks efficiently.
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What is Performance Support?
Performance support is a workplace learning approach that gives employees immediate access to information, resources, and guidance right when they need it to get a task done. Instead of traditional training that happens before employees start working, performance support lives directly in the workflow. Workers can find answers and solve problems without stepping away from what they're doing.
These tools take many forms. Some are as straightforward as a job aid or quick reference guide. Others are more sophisticated digital systems offering contextual help within software applications. The main goal? Reduce the mental load on employees by putting information within easy reach so they don't have to rely on memory or dig through pages of training materials.
Here's the reality: employees can't remember everything from training sessions, particularly for tasks they only do occasionally. Performance support acknowledges this by providing just-in-time training and help. Organizations that embrace this approach tend to see better productivity, fewer errors, and less time wasted hunting for information.
Key Characteristics of Performance Support
- Instant Accessibility: Information shows up exactly when you need it, not hours or days later in a scheduled training session.
- Task-Oriented: The focus is on helping employees complete specific tasks rather than building broad knowledge on a topic.
- Embedded in Workflow: It's integrated into the work environment itself, which cuts down on disruption and context-switching.
- Minimal Learning Curve: Designed so people can use it immediately without needing training on how to access the support.
- Continuously Available: Available around the clock, so employees can work independently even when supervisors or trainers aren't around.
Performance Support Examples
Example 1: Customer Service Representative
A customer service agent takes a call about a tricky product return. Rather than putting the customer on hold and tracking down a supervisor, the agent pulls up a digital quick reference guide that walks through the return policy step by step. Decision trees in the guide help pinpoint the right resolution for the customer's specific situation, and the issue gets resolved on the spot.
Example 2: Manufacturing Quality Inspector
A quality inspector spots an unusual defect on the production line. She scans a QR code at her workstation and pulls up a visual inspection guide showing photos of similar defects, explanations of root causes, and clear instructions on whether to approve, reject, or escalate. This kind of performance support tool keeps quality decisions consistent without asking inspectors to memorize hundreds of potential defect scenarios.
Example 3: Software Implementation Team
During a software deployment, the IT team needs to configure security settings they only touch once a quarter. Instead of digging through documentation or sitting through refresher training, they pull up an interactive checklist. It walks them through each configuration step with screenshots and validation checks, keeping everything accurate and compliant.
Performance Support vs Just-in-Time Training
These two concepts are closely related, but they serve different purposes in how organizations help people learn and work.
| Aspect | Performance Support | Just-in-Time Training |
|---|---|---|
| Purpose | Getting a task done right now | Picking up a new skill quickly |
| Scope | A single task or procedure | A broader concept or process |
| When to use | During workflow, as often as needed | When facing something new or unfamiliar |
| Format | Job aids, checklists, reference guides | Short tutorials, microlearning modules |
| Time investment | Seconds to a few minutes | Minutes to hours |
How Glitter AI Helps with Performance Support
Glitter AI makes it straightforward to create effective performance support materials by capturing step-by-step processes as they happen. Rather than spending hours writing documentation from scratch, employees record their screen while performing a task. Glitter then generates structured guides complete with screenshots and clear instructions automatically.
Those materials become performance support tools that anyone can reference whenever a similar task comes up. The search functionality means workers can find exactly the guidance they need without wading through pages of documentation. Because creating and maintaining these resources is so simple, Glitter helps organizations build a culture where knowledge gets shared and stays accessible right when people need it.
Frequently Asked Questions
What does performance support mean?
Performance support means giving employees immediate access to the information, tools, and guidance they need to complete tasks efficiently, right when they need it in their workflow.
What is an example of performance support?
A common example is a customer service representative pulling up a quick reference guide during a call to check return policies. Another is a technician scanning a QR code to get step-by-step repair instructions while working on equipment.
Why is performance support important?
It reduces errors, improves productivity, and helps employees work independently without constantly asking supervisors or digging through lengthy documentation. People get answers exactly when they need them.
How do I create performance support tools?
Start by identifying tasks that get performed frequently. Document them in concise formats like checklists or quick reference guides, then make those resources easily accessible within the workflow where employees actually do their work.
What is the difference between training and performance support?
Training happens before employees perform work and focuses on building knowledge and skills. Performance support happens during work, providing immediate answers to help complete specific tasks without requiring people to memorize everything.
Turn any process into a step-by-step guide