performancesupporting

Performancesupporting, or performance support, is the practice of providing real-time resources and guidance to help workers perform tasks accurately and efficiently within their normal workflow. The emphasis is on just-in-time assistance rather than formal training, often delivered through digital tools embedded in work systems and accessible across devices.

Key components include job aids, checklists, templates, on-screen prompts, embedded help, micro-learning modules, knowledge bases, and AI-powered helpers or chatbots. These resources are designed to be context-sensitive, aligned with user tasks, and available at the point of need within software applications, intranets, or mobile apps.

Design and implementation principles focus on relevance, unobtrusiveness, accuracy, and up-to-date content, with an emphasis on reusability and interoperability. Successful deployment requires integration with existing workflows, governance for content maintenance, and analytics to monitor usage, impact on task performance, and return on investment.

Participation by stakeholders, continuous improvement, and alignment with organizational performance goals underpin effectiveness. Benefits include shorter time to perform tasks, fewer errors, and reduced training costs, while challenges can include maintenance overhead, content fragmentation, user resistance, and data privacy concerns. Performance-supporting approaches are often complemented by formal training and knowledge management programs.