Today’s learners require learning and performance support 24/7, where and when they need it. This means moving from traditional, classroom-based, formal training to a “performance support first” learning model. We’re working to provide our employees and our customers with content that can be consumed in “snack-sized” chunks and in multiple modes (formal learning, on-the-job support, refresher lessons, etc.). It’s a mindset shift that affects design, development, and delivery to get to true learner performance support. How we are:

• Shifting to a “performance support first” mindset: challenges & lessons learned.
• Building a one-size-fits-many solution with continuous learning for our learners.
• Measuring and reviewing performance support on the job.

Lessons Learned:

• Know your audience. Balance learning plans with reality.
• Refresh your strategy and manage the change impact.
• Performance Support and Training is NOT a "One or the other" proposition! They are complimentary.
• Be Agile - Work in steps - Build, try, iterate
• Start appropriately and build on successes.