Hurix DigitalHurix DigitalHurix DigitalHurix Digital
  • Home
  • What we do
    • Digital Content Solutions
      • eLearning & Training Solutions
      • Higher Education Solutions
      • K-12 Content Solutions
      • Design, Animation & Video Services
    • Digital Content Transformation
      • Production Services
      • Editorial and Pre-Press Services
      • Quality As A Service
      • Robotic Process Automation
    • Digital Engineering & Technology
      • Learning Technology Services
      • Managed Cloud Services
      • Custom Software Development
      • E-Commerce Solutions
      • Business Analysis as a service
    • Digital Platforms
      • Kitaboo
      • Kitaboo Insight
      • Kitaboo College
      • Learning Management System
  • Who we are
    • About Us
    • Life at Hurix
    • Careers
  • Who We Serve
    • Higher Education Institutions
    • K-12 Institutions
    • Enterprises
    • Publishers
    • Societies & Nonprofit Associations
  • Hurix AI
    • Equalsense
    • Dictera
  • Resources
    • Blog
    • Case Studies
    • E-Books
    • How To Guides
    • Whitepapers
    • Point Of View
    • Awards
    • Press Releases
    • Podcast
    • Glossary
    • Infographics
  • Contact Us
Performance Support Tools

Performance Support Tools – The Just-in-Time Learning Aid

By Hurix | E-learning, Enterprise Learning | Comments are Closed | 14 June, 2023 | 0

Searching for the right information on the Internet is a time-consuming affair. The more time it takes for a person to get the results, the more annoying the whole experience becomes. The same goes for people who work at a customer-facing job. The sooner they give a solution to the customer’s problem, the happier the customer is. 

Table of Contents:

  • What are Performance Support Tools (PSTs)?
  • What are the different formats of PSTs?
  • What are the benefits of PSTs?
  • Who can use PSTs?
  • How do you make PSTs available for your employees?

Here’s an example-

Kevin joined a bank two months ago. As part of his orientation program, Kevin learned about various banking processes and how to handle customer requests. He now works in a branch as a customer service executive.

Recently, a customer approached him with a request to activate his old account that was dormant for a few years. The customer also wanted to change the nominee for this account. Kevin struggled to handle this request because he was unable to recall the exact steps of the process and the list of required documents. He reached out to his manager for help. Unfortunately, the manager was busy in a meeting and was unable to help him.

The consequence – an unhappy customer because Kevin had to request the customer to revisit the branch the next day when he would be better prepared to handle the request.

What if Kevin had a tool that could help him recall the process steps and the required documents instantly? Would that equip him to handle the request more efficiently?

Employees know their job well, but at times, they can run into a problem and look for various sources for a solution – colleagues, superiors, documents, manuals, etc. What if they can find the right help with a few clicks on their smartphone or a computer? This kind of just-in-time learning aid, also known as Performance Support Tools, can provide the required performance support and thus increase their efficiency.

What are Performance Support Tools (PSTs)?

PSTs are tools that offer “just-in-time” and “whenever, wherever” learning. PSTs are ideal for today’s busy employees as these are concise and task-oriented, and can help them solve their job-related problems almost instantaneously. It means they can work and learn simultaneously.

PSTs can be used to teach new concepts, facilitate the application of those concepts, provide additional or in-depth information on a topic, and provide instant solutions for specific problems.

According to the popular 70:20:10 model for Learning and Development, we learn:

  • 70% from on-the-job experiences (experiential learning)
  • 20% from interactions with others (social learning)
  • 10% from formal (structured learning)

While the exact ratio of learning from different approaches may vary, it is clear that on-the-job learning plays a significant role in employees’ growth. Organizations can use PSTs effectively to support experiential learning.

Are PSTs and formal learning the same?

PSTs are different from formal learning and are used to refresh or support formal learning. In other words, PSTs can facilitate the application of knowledge gained through formal training.

Broad level differences between PSTs and formal training

Formal Training PSTs
Teaches a new concept or skill or provides more knowledge about it Help to apply that concept or skill and is an informal way of learning
Fills an identified gap in skills or knowledge and explains a concept in detail Is used as an on-the-job problem-solving tool
Requires a dedicated time slot Can be used whenever there is a requirement
Imparts knowledge and new skills to the learner Help learners to complete their tasks
Offers structured learning Offer incidental learning

What are the different formats of PSTs?

  • Mobile apps for just-in-time information: Useful for employees who do not have immediate access to a computer or a document; for example, people working on the field like pharma representatives and sales reps
  • How-to-videos and interactive videos for instant information: Useful for learning new software, efficient practices, operating a machine, or replacing a part during maintenance of a machine
  • Process maps: Provides a comprehensive view of the entire process and helps to check the importance of the current task in the process
  • Whiteboard animations: Useful for long-term retention of information
  • Kinetic text animations/typography: Useful for conveying difficult-to-visualize situations
  • Interactive PDFs: Makes complex and lengthy documents easy to navigate and use with the help of interactive features like clickable buttons, embedded videos and more
  • Quick reference guides: Useful for summing up key concepts, processes, and procedures used in formal training

These can be multi-device compatible and can be offered in mLearning or mobile learning formats so that learners can access them whenever, wherever.

What are the benefits of PSTs?

As mentioned earlier, PSTs are different from formal training and are not meant to replace but complement them. PSTs help the learners to apply the knowledge acquired in the formal training. It is a well-known fact that the application of knowledge plays a significant role in the performance of employees, and PSTs can effectively boost employee performance.

PSTs can help employees to improve their performance as they:

  • Are easily accessible
  • Offer quick resolution to their problems
  • Reduce dependency on senior employees/colleagues
  • Help in improving the competency of new employees quickly
  • Help in getting quick updates on new features or updates in workflow or process

 At the same time, PSTs can help organizations to:

  • Increase productivity
  • Improve quality
  • Reduce the number of errors
  • Improve turn-around time for a task
  • Provide better service to their customers
  • Provide continuous learning to their employees
  • Save time and money spent on frequent formal training sessions as PSTs are focused and shorter or smaller in size and therefore easy to update/replace

Who can use PSTs?

PSTs are quite useful in almost all industries, including:

  • Banking and Insurance – customer service, processing various banking or insurance related requests
  • Airline – customer service, marshalling, loading/unloading staff
  • Pharmaceutical – sales, production units – operating machines, replacing parts, repairing machines

How do you make PSTs available for your employees?

Although Performance Support tools are an established concept and are used by most organizations, they are not used in a structured manner and are not available for all the tasks. To use PSTs effectively, they must be convenient, user-friendly, and relevant.

A well-structured learning portal or a centralized repository accessible from mobile devices is a very convenient and user-friendly way of making PSTs available to employees. Regular updates and maintenance of the resources or tools are crucial and keep them relevant.

Do you think a short how-to-video, a step-by-step reference guide in the form of interactive process maps, or infographics will provide the required performance support to enable your employees to complete their tasks efficiently and on time? At Hurix, we can help you identify and develop PSTs to support your employees. 

Get in touch with us to get highly interactive performance support tools for your employees.

Need to know more about our Products & Services? Drop us a Note.

We respect your privacy. We use the information you provide us to send you relevant content about industry trends and our products & services. You may unsubscribe from our list at any time. For more information, check out our Privacy Policy
employee training tool, Just-in-Time Learning Aid, Performance Support Tools

Related Post

  • scenario based learning | Scenario Based Learning to Boost the eLearning Experience & ROI

    8 tips to gain maximum ROI from Learning Management Systems (LMS)

    By Sundar Narasimhan | Comments are Closed

    Lifelong learning will drive results for the modern workforce. Anyone from 18-80 years of age working as a pizza delivery boy , a CEO, or a retired professional – all of them need to learnRead more

  • Top Reasons Why Companies Outsource Quality Assurance Services

    By Sundar Narasimhan | Comments are Closed

    Software development companies are well aware that innovation is the keyword to retain a competitive edge in the market. However, with in-house teams focusing on developing innovative applications, at times, quality takes a back seat.Read more

  • Is Blockchain the Future of eBook Distribution & Sales?

    By Gokulnath B | Comments are Closed

    One of the world’s largest educational publisher was recently in the news for their bold, aggressive legal steps against counterfeit. After discovering that the inventory of one of their online distributors was three-fourths unauthorized copiesRead more

  • Computer monitor portraying Moodle LMS and its components

    8 Popular Features of Moodle LMS for Corporate Training You Should Know

    By Hurix | Comments are Closed

    In your scoping and research for an LMS for corporate training, Moodle LMS but have surely appeared on your list of options. Should you choose Moodle as your learning platform or not? If this questionRead more

  • Woman using VR gear as part of virtual classroom training.

    Challenges and Best Practice in LMS for Virtual Classroom Training

    By Hurix | Comments are Closed

    Keeping in step with the advancements in technology, more and more organizations across the globe are adopting learning management systems (LMS) to supplement their learning and training requirements. Compared to traditional classrooms, an LMS offersRead more

  • Mobile-first? That is old news!

    By Hurix | Comments are Closed

    Brace Yourselves for Video-First Content Marketing!

    Brace Yourselves for Video-First Content Marketing! Gone are the days of long posts and blogs on your official websites or social media platforms like Twitter, LinkedIn or Facebook. With the average attention span getting shorter and shorter and enticing hyperlinks popping up in the middle of what you are reading, it’s just not possible for…

    Read more

  • Design is SUPERB!

    By Hurix | Comments are Closed

    Six basic concepts to make your design “SUPERB”

    • Simplicity: Use a single element that conveys the key message clearly rather than 10 different elements that convey it in fragments.

    • Unity: Use elements that support each other and work together towards a common goal.

    • Proportion: When designing objects, keep basic proportions of elements in mind…

    Read more

  • 6 Design Tips for Creating Social Media Posts

    By Hurix | Comments are Closed
    • Dimension: The dimensions of your post may vary from platform to platform, make sure to abide by the platform rules

    • Typography: Pick fonts that reflect your brand identity and limit them to maximum 3 typefaces. You can play around with weight and color to create hierarchy

    Read more

More Resources

  • Case Studies
  • WHITEPAPERS
  • How To Guides
  • Point of View
  • Awards
  • Press Release
  • Podcast
  • Glossary

Follow Us

Recent Posts

  • Digital Learning Best Practices for Continuing Medical Education
    4 March, 2024
    Comments Off on Digital Learning: Best Practices for Continuing Medical Education in 2024

    Digital Learning: Best Practices for Continuing Medical Education in 2024

  • Google Classroom or Moodle
    4 March, 2024
    Comments Off on Google Classroom or Moodle – Which is the Better Option for You?

    Google Classroom or Moodle – Which is the Better Option for You?

  • 4 March, 2024
    Comments Off on Top 10 EdTech Companies in the United States

    Top 10 EdTech Companies in the United States

  • 15 Best Online Learning Platforms in 2023
    4 March, 2024
    Comments Off on 15 Best Online Learning Platforms for Higher Education in 2024!

    15 Best Online Learning Platforms for Higher Education in 2024!

Categories

  • Digital Content Solutions
  • Digital Engineering & Technology
  • Digital Products & Platforms
  • Digital Transformation Services
  • Higher Ed & K-12 Solutions

Services & Solutions

  • Managed Cloud Services
  • Custom Software Development
  • eLearning & Training Solutions
  • Editorial and Pre-Press Services
  • Higher Education Solutions

Products and Platforms

  • Equalsense
  • Dictera
  • Learning Management System
  • ePUB3 Conversion

Resources

  • Blog
  • Case Studies
  • Press Releases
  • How To Guides
  • WHITEPAPERS
  • Point Of View
  • Glossary

About Us

  • Our Clients
  • Contact Us
  • Awards
  • CSR Policy
  • Privacy Policy
  • Cookie Policy
Copyright © 2024 Hurix | All Rights Reserved.
  • Home
  • What we do
    • Digital Content Solutions
      • eLearning & Training Solutions
      • Higher Education Solutions
      • K-12 Content Solutions
      • Design, Animation & Video Services
    • Digital Content Transformation
      • Production Services
      • Editorial and Pre-Press Services
      • Quality As A Service
      • Robotic Process Automation
    • Digital Engineering & Technology
      • Learning Technology Services
      • Managed Cloud Services
      • Custom Software Development
      • E-Commerce Solutions
      • Business Analysis as a service
    • Digital Platforms
      • Kitaboo
      • Kitaboo Insight
      • Kitaboo College
      • Learning Management System
  • Who we are
    • About Us
    • Life at Hurix
    • Careers
  • Who We Serve
    • Higher Education Institutions
    • K-12 Institutions
    • Enterprises
    • Publishers
    • Societies & Nonprofit Associations
  • Hurix AI
    • Equalsense
    • Dictera
  • Resources
    • Blog
    • Case Studies
    • E-Books
    • How To Guides
    • Whitepapers
    • Point Of View
    • Awards
    • Press Releases
    • Podcast
    • Glossary
    • Infographics
  • Contact Us
Hurix Digital