Electronic Performance Support Systems

Hello,
Welcome all you returning users. I have posted information on EPSS (Electronic Performance Support Systems). I hope you find it informative. Please respond to any of my questions towards the bottom of the page. I’d love to hear what you think!

What is an Electronic Performance Support System?
-Electronic systems that provide integrated access to 1) information, 2) advice,
3) learning experiences, and 4) tools to help someone perform a task with a minimal support from others.

EPSS first emerged in the 1980’s in hopes of finding ways that computers could be used to solve human performance. Innovators Barry Raybould and Gloria Gery envisioned a comprehensive electronic system with electronic tools and resources integrated to work together in a single computer application.

These are the five components of an EPSS:
An Information Base: includes searchable, linked information on the job so employees can search for information on how to perform their job tasks.
Learning Experiences: interactive computer-based instruction, tutorials, and simulations that show particular tasks that the user may want to perform
Embedded Coaching and Help Tools: intelligent coaching and help tools that can be activated by the user or the computer on an as needed basis
An Expert Advisor: you may ask questions to this expert advisor and it will respond with possible solutions to your difficult questions/problems
Customized Tools: extra tools such as word processing, spreadsheet, database, and flow chart applications

Primary Goal of EPSS:
To enable people to perform their work more effectively by providing workers with whatever is needed, at the time it is needed to perform a task.

Secondary Goal of EPSS:
To provide the support necessary to enable novice workers to perform like more experienced workers, with little or no training, while at the same time accommodating expert workers.

Major Factors that have led to increased interest in EPSS:
-Businesses must increase productivity while maintaining quality
-A more diverse and transient workforce
-Wireless/mobile technology allows users to access information from any location
-Cost effective
-Users can access information when needed, not learn it at a training and hope they remember how to apply it

How can EPSS support:
1) Individuals- by allowing them to have access to information and help on their computer whenever they need it
2) Work groups: allows groups to join a network to share information, charts, references, documents, and communicate through email, fax, chat, discussion boards, etc.
3) Entire Organizations: Allows an organization to manage different aspects of their business through a centralized computer system. It also automates many tasks that various users had to complete manually.

Why EPSS has not been more widely used:
-lack of awareness of the concept and it’s potential
-fear of up front cost and time require for development
-potential costs of implementing and maintaining an EPSS

Why they’re likely to become more prevalent in the future:
-growing acceptance of EPSS in the workplace
-it will more effectively support the performance of groups
-the nature of EPSS will continue to evolve

Real World Application of an EPSS:
A great example of how an EPSS is used for individuals is one used for Medicare Health Insurance. Employees usually get a couple of days of training and then they are sent off to answer phone calls regarding Medicare. Users are able to look up information during calls in case they need assistance. They can email or chat with their supervisors to get advice from an expert advisor. All the possible answers to any question can be found in the information base. There are also learning experiences where a user can watch a video and listen to how an operator answers a certain question. Embedded coaching is also used in this EPSS. The computer notifies a supervisor if the user is having trouble locating an answer to a question. This way the supervisor can provide the appropriate help. After answering the customer’s questions, users can input information on spreadsheets and databases.

Questions:
1. What do you think about EPSS?

2. If you were running your own business, would you invest money in EPSS? Why or why not?
3. Can you think of an EPSS you have worked with lately?

Link:

Want a great site with more EPSS information? Check this one out!
http://www.pcd-innovations.com/

Reference:
Reiser, R. A. & Dempsey, J. V. (2007). Trends and Issues in Instructional Design and Technology. (2nd edition). New Jersey: Merrill Prentice Hall.