Electronic Performance Support Systems
Studies show that users forget more than 80% of what they’ve learned about a new system after a week of non-use (most users are trained 1 to 6 weeks prior to a new system going live.) With a new system or process, this inevitable forgetting can drive up Help Desk costs or cripple departments because no one can use the system correctly.
Dashe & Thomson’s electronic performance support systems (EPSS) provide the support needed to meet the needs of multiple audiences and skill levels.
An EPSS increases the efficiency of the users by providing on-demand information for all system transactions and process steps. EPSS information is organized to reflect your organization’s roles and processes, re-enforcing best practices for all users. Users can view a complete process and quickly click on any step in the process to view the associated step-by-step work instruction.
Users are introduced to the EPSS during pre-implementation training and are encouraged to become familiar with this resource. Once a new system or process goes live, users have a “fishing pole” in the EPSS; an easy way to help themselves before they make that call to the Help Desk. Long after pre-implementation training is complete, an EPSS provides:
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Comprehensive resource for new and experienced users alike
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Platform to communicate system enhancements and process changes
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Maintainable repository of a “single version of the truth”.
