The Performer Support Process

In my last blog, A Change in the Training Horizon, I suggested we begin to use Performer Support (PS) strategies in our training regime. Having established reasons for change, I’d like to share its role in the design/implementation of the instruction.

Rapid Task Analysis (RTA)

To prepare for the training, the Instructional Designer (ID) must conduct a rapid task analysis to complete a specific work-flow process and determine the conceptual information a performer must understand. The analysis also allows the ID to group, label and order tasks identified in the process. The RTA consists of:

  1. Preparing for the analysis
  2. Conducting the analysis
  3. Finalizing the results

More To Do

The ID must also conduct these analyses:

  1. Audience analysis
  2. Critical skills analysis
  3. Deliverables analysis

Ultimately, the PS Broker will have these tools to complete the Instructional Design.

The Five Moments of Need

According to Bob Mosher and Conrad Gottfredson, there are Five Moments of Need that can be sectioned into two categories, Formal Instruction and PS.

Formal Instruction

In formal instruction we work with the acquisition of knowledge. Students

  • need information for the first time, or
  • want to learn more.

Performance Support Instruction

In PS we concentrate on the application and maintenance of knowledge. Students

  • try to remember or apply what they’ve learned,
  • adapt to changes (remember the change from Office 03 to 07?), or
  • need help because something goes wrong – this is.

Occasionally there may be some overlap between the two categories, but it does help to separate them into the two categories since they require very different strategies.

Moser and Gottfredson created a visual that explains the concept of the Moment of Need very well.

The training components at the top of the funnel are the formal instruction – what we currently provide in the classroom

The components below the moment of need are the resources the learner should have available at any moment so that their learning will continue and productivity improves.

Determine the Deliverable

It’s time now to determine method(s) of delivery. Options typically include

  • elearning,
  • instructor led,
  • help desk and
  • courseware.

Identify the Resources

Make a list of the assets (e.g., coaching, FAQs, ILT, QRCs, Podcasts) and determine the most and least effective one(s) to use for this particular instruction.

Complete the Instruction

The ID is now prepared to complete the instruction. The traditional methods of instructing, evaluating feedback, and improving are still key for great instruction. These are always necessary to stay updated with the changes in technology.

The advantage of the PS process are plentiful.

  • Instruction is tailored more closely to the need
  • A variety of methods can be offered
  • Future problems are avoided because the resources are available
  • Calls for assistance should be reduced

 

So, what are we waiting for…let’s start Performance Support Training ASAP!

A Change in the Training Horizon?

I need to know a great variety of things in my job and I don’t have a lot of time to learn them. One moment I may support others in Microsoft Word, and in the next I may be working on IBM Cognos programming. When I need to know/remember something I can’t always recall it from my head. I rely on quick tips and tricks when I can, but often I need more than surface knowledge on many topics.

Last month at Learning 2009 I learned that I’m not alone. A session titled Performer Support: At the Moment of Need was presented by Bob Mosher and Conrad Gottfredson. What I learned shook my way of thinking and broadened my view of learning in the workforce.

Background

In a 20 year study, this question was asked, “What percentage of the knowledge you need to do your job is stored in your own mind?” With the rise of technological use, the results are not surprising:

Image of the mind from 1986-2006

Mosher and Gottfredson (2009) offer these additional statistics:

  • The average knowledge worker spends 15% of their time looking for data, which they only find about half the time
  • 96% of application users surveyed preferred to learn at the desktop…
  • If an end-user has to leave an application to get help, they are 5 times more likely to call the help desk
  • The average cost (of)… one support or help desk phone call is $28 (Up to $56 if IT related)
  • Class time can be reduced by up to 75% with the addition of (Performer Support methods)

Our Current Training Method

For the most part, in our current method of training the classroom environment (date, time, and content) is pre-determined and controlled. It may/may not come at a time when the end user needs the information. We give the students a manual or handout and a job aid and believe that we’ve done our job well and sent the students home with reference materials.

How many manuals do you have on your shelves, and how many handout are filed away…never to be looked at again? I have plenty in my office. At home I probably can find manuals for the Windows 98 computer I purchased 15 years ago. After all, someone had to pay for the pulication, and I really MIGHT need it again someday. (Of course, when I do want information I use Google so that I don’ t have to dig through to find the right manual and then also find the right page.)

Charles Jennings (2006 Reuters) offers this wisdom, “It is often useful not to ‘know’ things because they are going to be out-of-date (i.e. wrong) in a short time. It is usually a better strategy not to learn them – and simply search and find the current information (i.e. right) information when you need it.”

Graph showing the difference when using Performance Support StrategiesSo if our heads only hold about 10% of the knowledge we need, how do we support the missing 90%? We do it after the course is complete. This graph illustrates the impact of using the Performance Support Strategy. At the end of the face-to-face class, the user has 100% of the information they need. Within 30 minutes only 58% of is retained, and in 48 hours, only 33%. The downward slide continues without intervention. Add Performance Support Strategies and the user builds knowledge once again and improves effectiveness.

The Method of the Future

It is my hope that, armed with this new information, we will begin to use different methods of training. After I returned from the conference, the Administrative Education team made a decision to eliminate printing take-home manuals for face-to-face teaching. Instead, there will be one manual printed that will remain at the computer station. An online PDF version of the manual will be available if the student wants to refer to after the class. More importantly, we will also offer tools for self-help, from Gold Answers to Google searching tips, so that we support the user’s performance at the moment of need.

Want to Learn More?

Additional articles on Performance Support will be posted on the Purdue IDC Blog, including the Five Moments of Need (Mosher & Gottfredson). As they are written, I’ll add links to them on this page. Perhaps together we will see a shift in the way we train our staff and assist everyone to perform more efficiently in the near future.

Why Educational Technology has Failed

Classroom Calculator add from 1984 - an expensive, giant-sized calculator for use in the classroom

From Mathematics Teacher 77, September 1984

Coming from an educational technologist, the title of this post is certain to raise eyebrows.  I’m not speaking here about the failure of individual ed tech products or applications.  There are many that perform wonderfully well.  We have quite a few of them here at Purdue.  I’m speaking about educational technology in general, specifically the promise of ed tech.  The history of this field is littered with the carcasses of whiz-bang inventions that were supposed to transform education, and yet in many ways little has changed.   Subtract all the fancy doodads, and college instruction is pretty much unchanged from earlier times (except for tuition to help pay for all that technology – THAT is always and forever increasing).  Why hasn’t technology panned out the way they said it would?  Where is this new world of educational transformation made possible by technology?

Steve Rappaport discusses some of the reasons for this.  “…hardware and software must be reliable, well supported technically, and easy to use, or else the frustrations of using technology will preclude its widespread adoption by teachers. Finally, teachers must be well trained so that they feel comfortable with technology and, more important, understand how to use it effectively in their classrooms.”  Technology must be pervasive – available cheaply to everyone in class, integrated into instruction, well supported and faculty must know how to use it.  Failure along any of these lines constitutes the standard explanation for the failure of an educational technology.  He touches, however,  on another, more worrisome reason:    In most classrooms, technology is merely grafted onto existing teaching practices, so what we get is educational practice that is technologically sophisticated but still fundamentally conventional: using PowerPoint instead of a blackboard or overhead projector for a classroom presentation, for example. Thus, in too many cases, technology reinforces rather than transforms educational practice.” What if what is needed is a transformation of educational practice, not merely improvements in how technology is designed and supported?

In his thought-provoking article “Why Educational Technology Has Failed Schools,” Paul D. Fernhout advances the idea that educational technology has failed because it is fundamentally misaligned with the educational culture of our times – Compulsory Education.  He says there are two types of learning: Learning Just in Case, which is assimilating knowledge in a structured, systematic way to do well on exams and get good grades, and Learning on Demand, which is the unstructured learning that occurs when you search out information to satisfy an immediate need or because you just want to know.  Fernhout says that technology is very good at supporting Learning on Demand, but not so good at supporting the Learning Just in Case that is the stock and trade of compulsory education.

Ultimately, educational technology’s greatest value is in supporting ‘learning on demand’ based on interest or need which is at the opposite end of the spectrum compared to  “learning just in case” based on someone else’s demand.  Compulsory schools don’t usually traffic in ‘learning on demand’, for the most part leaving that kind of activity to libraries or museums or the home or business or the ‘real world’. In order for compulsory schools to make use of the best of educational technology and what is has to offer, schools themselves must change.  But, history has shown schools [are] extremely resistant to change.According to Fernhout, how did this situation come to be?  “…mass compulsory schooling was invented in the 1800s and designed mainly by the captains of industry and related groups (non-profit and governmental) to ensure most people in society became obedient factory workers, compliant consumers, and unquestioning soldiers, all fitting into a well defined social order or class structure…. this was a bargain eagerly accepted by the populace at the time to gain the supposed benefits of mass industrialization….” This culture remains with us today.

“Technology has been employed to help people work harder in schools, just like in factories, and the most important appearance of technology in schools has been in relation to measuring results and comparing them to defined standards of quality — recording attendance and test scores, crunching the numbers, and producing fancy graphs suggesting where more improvement is needed….assessment is mostly what technology does in schools that ‘matters’, where the other uses of it have been marginalized for various reasons. These “learning on demand” or ‘hands on learning’ activities have been kept in their boxes….”

Fernhout says that when technology doesn’t produce the educational results we want, the typical solution is just to work harder or use more efficient technology.  “Essentially, the conventional notion is that the compulsory schooling approach is working, it just needs more money and effort. Thus a push for higher standards and pay and promotion related to performance to those standards. Most of the technology then should be used to ensure those standards. That “work harder” and ‘test harder’ approach has been tried now for more than twenty years in various ways, and not much has changed. Why is that? Could it be that schools were designed to produce exactly the results they do? And that more of the same by more hard work will only produce more of the same results? Perhaps schools are not failing to do what they were designed; perhaps in producing people fit only to work in highly structured environments doing repetitive work, they are actually succeeding at doing what they were designed for? Perhaps digging harder and faster and longer just makes a deeper pit?”

But can’t we just introduce new teaching practices in the classroom such as unstructured learning, case studies, etc., to emphasize Learning on Demand in the traditional school setting?  My sense from reading Fernhout is that he might think this is an improvement, but it stops short of real transformation because the end result is still performance based on external standards with the focus of obtaining a good grade.  Whenever an external reward system is used as a motivator, Learning on Demand suffers.  “And it also turns out, based on psychological studies, that for creative work (as opposed to ditch digging), reward is often not a motivator, and creativity and intrinsic interest diminish if a task is done for gain…it turns out, a lot of difficult work is quite interesting, if you are not forced to do it — where the work (and success at a challenging task) is its own reward.

What is Fernhout’s solution?  Hold on to your seats and don’t read any further if radicalism unsettles you!  His solution is, DO AWAY WITH COMPULSORY EDUCATION!  ALL OF IT!  Do people still need to be forced to learn how to sit in one place for hours at a time? When people actually want to learn something like reading or basic arithmetic, it only takes around 50 contact hours or less to give them the basics, and then they can bootstrap themselves as far as they want to go. Why are the other 10000 hours or so of a child’s time needed in ‘school’? Especially when even poorest kids in India are self-motivated to learn a lot just from a computer kiosk…” He then recounts an experiment by Dr. Sugata Mitra that he called The Hole in the Wall: “He took a PC connected to a high-speed data connection and imbedded it in a concrete wall next to NIIT’s headquarters in the south end of New Delhi. The wall separates the company’s grounds from a garbage-strewn empty lot used by the poor as a public bathroom. Mitra simply left the computer on, connected to the Internet, and allowed any passerby to play with it. He monitored activity on the PC using a remote computer and a video camera mounted in a nearby tree. What Dr. Mitra discovered was that the most avid users of the machine were ghetto kids aged 6 to 12, most of whom have only the most rudimentary education and little knowledge of English. Yet within days, the kids had taught themselves to draw on the computer and to browse the Net. Some of the other things they learned, Mitra says, astonished him.”

Controversial to be sure, but if Fernhout is right then educational technology is DESTINED to fail as long as compulsory education remains alive.  Modern information technology is simply a fish out of water in a compulsory environment.  It can’t reach its full potential.  It isn’t technology’s fault.  Rather, it is simply a case, as Steve Rappaport said, of technology reinforcing rather than transforming educational practice.  Fernhout: “So, there is more to the story of technology than it failing in schools.  Modern information and manufacturing technology itself is giving compulsory schools a failing grade. Compulsory schools do not pass in the information age. They are no longer needed. What remains is just to watch this all play out, and hopefully guide the collapse of compulsory schooling so that the fewest people get hurt in the process.” How ‘bout them apples!

Data, Data, Everywhere, and Not a Drop to Drink

The ECAR (Educause Center for Applied Research) study “Institutional Data Management in Higher Education”was released recently.  It is both a qualitative and quantitative study of how higher ed institutions collect, protect and use digital information.  The report focuses on the three types of data typical in colleges and universities:

  • Structured data – This is data “…modeled according to a rigorous scheme that defines its size, its type, and its legitimate values.”  Today, users can enter and access this data much faster than in the past, but still can’t generate good business intelligence with it, something that is needed for funding and accreditation.  Most business data falls here.
  • Content data – Most content data is unstructured.  It consists of free-form information rather than modeled data.  Some is semistructured data, some of it is junk.  Lacking are the right tools to manage un/semi-structured data.  Most instructional data falls here, as well as other institutional content.
  • Research Data – What is needed is a “new era of shared data cyberinfrastructure and open data access.”  But such data has unique problems concerning ownership, preservation and interpretation.  “Solving these problems could enable a dramatic increase in research productivity; failing to solve them could mean that much of the data now being collected with such creativity and effort could be lost through deterioration or simply because nobody knows it exists.”

Some of the key findings:

  • On a scale of 1 (greatly decreased) to 5 (greatly increased), change in the volume of institutional data in past 12 months was around 4.  Respondents generally thought their institutions could manage it.
  • Biggest barriers to investment in institutional data management: lack of funds, lack of staff expertise, and decentralized or informal institutional culture.
  • Most respondents gave a lukewarm “neutral” rating to their institutions authentication systems as far as providing “sufficiently granular data access authorization.”
  • Data quality measures – the worst scores were for two questions: “When the value of a major data element changes, the change propagates across all business/academic unit shadow systems and data stores that use it”, and “Processes are in place for documenting and reviewing all identified data quality issues.”
  • Better data quality is a factor in better data management outcomes.
  • Most institutions have only a modest infrastructure for data analytics, and by far the most common use of such tools was to analyze transaction-level data.
  • One well-known best practice, assigning data stewards with formal responsibility for managing data resources, was not widely practiced, although it was more common in larger institutions than smaller ones.
  • Most institutions have documented policies on the acceptable use of institutional data.
  • Very few institutions said that they had an enterprise-wide content management system that managed a large variety of content, although most anticipated moving in this direction in coming years.
  • Respondents at doctoral granting institutions generally did not feel that their institutions met the data-related needs of researchers, but the rating was higher for those where central IT actively supported research.
  • Respondents felt that their institutions were doing a good job with data security and could handle the growth in data volume, but they did not feel that they were getting maximum academic and business value from institutional data.
  • Institutions are more worried about handling the variety of data as opposed to its volume.  Mastering data complexity is evolving much more slowly than storage technologies.

Many of the survey respondents were CIO’s or had equivalent positions.  What is striking is that two of the issues most commonly thought to be at the top of the list of concerns – security, and handling the ever-increasing volume of data – were not prominent concerns of those in the know.  The biggest concerns stem from the scattered nature of data and the difficulties in forming meaningful pictures from it.  No doubt this arises in part from the lack of good tools to construct really good business intelligence.  It also comes from the great variety of data that is stored on college/university systems.  It is really surprising that so few institutions had enterprise-wide content management systems or official data stewards.  What is also interesting is the favorable light that shines on centralized IT structures from a data management perspective.

Advanced business intelligence engines are clearly sorely needed, given that “…use of advanced analytics techniques was strongly associated with two of the most important – and lowest rated – outcomes, getting maximum academic and business value from institutional data.”

According to Gartner, “Because of lack of information, processes, and tools, through 2012, more than 35 percent of the top 5,000 global companies will regularly fail to make insightful decisions about significant changes in their business and markets.”  The changes facing higher education will be no less profound that those facing the business world.  While waiting for advanced analysis platforms to arrive, the ECAR study gives the following advice:

Structured data:

  • Give more attention to data quality and analytics.

Content data:

  • Approach content from an enterprise view.
  • Diligently identify and document the subset of documents that need special treatment as records.
  • Maintain a high-quality data environment.

Research data:

  • Give attention to research data preservation.



Instructional Technology Grants Showcase: Cropview

CROPVIEW stands for Comprehensive Resources for Observing Plants in a Visual Interactive Enhanced Window. As part of the Teaching and Learning Technology Grants program at Purdue, this project was developed in conjunction with Dr. Lori Snyder and TLT student developers Kevin Mohr, David Auble, Jillian Traycoff, and Brian Snyder. The application engages learners through computerized modules that use an interactive gaming method to gain knowledge of the plants that feed our world. Cropview was developed using PHP, Javascript, Flash, MySQL, and uses Google Earth to provide geographical data.

This web-based application can be utilized within K-12 courses as well as higher education around the world to increase awareness of Crop Science (the science of producing food, feed and fiber for mankind).  The program has a feature that allows administrators to add new seed and plant information/images to the database for extend geographical learning. For more information about Cropview, contact Dr. Lori Snyder at Purdue University.

Related links:

Excel – Enter numbers that convert to a time format

I had a request recently on how to just enter numbers off the keypad into a spreadsheet and have Excel convert the numbers to a time format.  First you have to give Excel some indication of AM or PM.  Otherwise it will default to AM.

If you enter the number as military time….625 (for 6:25 AM) or 1330 (for 1:30PM) then this formula will calculate it to a time format.  What you enter is just text or general number entry.  The example for the formula below is allowing for number entry in A1 and then the formula is in B1.  You could adjust that depending on which cells you need to set up in your own spreadsheet.

=TIME(VALUE(LEFT(A1,LEN(A1)-2)),VALUE(RIGHT(A1,2)),0)

But, you need different columns for your formula results and the actual data entry.  The data entry columns could be hidden when you print.  The results column may be formatted with the Excel provided time formats as well.

Flowers Need Water

A Non-blooming Violet in a Ceramic Basket
Flower without water

Where’s the Water?

My mother cared for a beautiful African violet when she was living. As she lovingly tended to it, the violet bloomed often, sharing it’s foliage and bloom with anyone who looked upon it. Two years ago, just before I started working at Purdue again, Mom was called to leave this earthly home. 

As the days and weeks went by, Dad forgot to water the little violet. Slowly everything about the plant began to change. It stopped blooming. The leaves changed from a dark lucious green to a pale light green. Eventually some of the leaves died and the ones that were left became limp and seemingly lifeless.  

I’m Wilted

I began to feel like that little violet, and I wasn’t even aware of it until I had to opportunity to attend Learning 2009 in Orlando in November. 

At the conference I was able to network with many other professionals in the learning community and I was being nurtured (watered, if you will) by listening to a variety of topics which fed the very roots of my being with information. I began to sit up and become excited about the possibilities. My brain began to produce scenarios for change in the way I create and deliver training content. 

Blooming again

Violet with a purple bloom

Flowers do need water

I came out of my own little world and broadened the way I was thinking. I was “blooming” once again and I was ready to share what I had seen with others. 

I highly recommend that everyone take a little time to get outside of their comfort zone and regular routine to attend a conference or event. There’s nothing better than to be able to bloom where we are planted, and with a little “water” to nourish us from time to time, we can keep right on blooming!   

 

Fresh, Free, and oh so Minty!

Recently, I decided to try out a new operating system. I have been getting bored by the run of the mill OS’s I have used day in and out for the last 4 years of my life. I used Windows XP daily at work, and Mac OSX on my personal computer, but recently, I decided to give Linux Mint 8 (Helena) a shot.

And life is wonderful…

I never really gave Linux and it’s distributions due credit.  In my perspective, as wrong as it may have been, there was a reason that they were free and Macintosh and Windows weren’t.  And, truthfully speaking, I was wrong.  I couldn’t believe how beautiful and elegant the Linux Mint truly is.  The system is elegant, and performs to perfection, even with the most meager of resources.  I had run Ubuntu 8.10 in a virtual machine before, but I found it slow, unresponsive, and sluggish with only 512MB RAM.

And this is so not the case with Mint.  Mint is responsive.  It absolutely flies on 2GB RAM, and its footprint is tiny.  The .iso for Mint is 689MB, which compared to OS X Snow Leopards 7.3GB install disk, is just remarkable.  Especially considering I can do everything I did on Mac on Mint.  For absolutely free.

(Image from http://upload.wikimedia.org/wikipedia/commons/b/b8/Linux-Mint-Helena.png)

I can still use Firefox;  I still have Thunderbird.  I may lack iTunes, Microsoft Office, and iLife, but the Linux community has made leaps and bounds in the way of making it easier to cope.

I have replaced (not quite completely) Adobe Photoshop($699.00 from Adobe.com) with GIMP($0.00), Microsoft Office($149.00, Student version at Best Buy as of 12/4/09)  with OpenOffice ($0.00), iTunes with Amarok and gtkPod (for syncing), and Dreamweaver CS4 with Quanta Plus.

My point is this:  As a student,I believed that if I wanted a rich user interface, I either needed to shell out the cash for Windows 7 or be prepared to drop $179 for a full retail copy of Snow Leopard (which is terribly incompatible with PAL2.0), and this is simply not the case anymore.  The sheer beauty of mint along with the overall simplicity is what makes it fantastic.  It may not be flashy, but a simple trip to the package manager with the search string “Compiz Fusion” will prove to have mind blowing results, and opens up a world of unlimited customization.  And ultimately, that is what Li9nux is.  It is taking something that is as complicated as a computer operating system and tailoring it to suit you, and honestly, I think that the developers at Linux Mint read my mind when the developed Mint 8 Helena, because to me, it is absolutely perfect.

Check out Linux Mint for yourself at http://www.linuxmint.com/

(Image from http://upload.wikimedia.org/wikipedia/commons/3/3f/Linux_Mint_Logo_oficial.jpg)

ITaP seeks solution to wireless issues with Apple

According to ITaP, some campus Macintosh users have been unable to reliably connect to Purdue’s wireless network, PAL, since late August. Others have connected to PAL successfully using an updated patch for Airport.

ITaP currently is working with Apple, as well as other Big Ten universities encountering similar issues.  Until then, affected users may notice that their connection, through AirPort — Apple’s wireless connection manager — switches repeatedly, and very quickly, from Authenticating to Authenticated status.

Specific information on this issue and the updated patch for AirPort that is expected to help some users can be found in GoldAnswers.

Users with any further questions are advised to contact the customer service center: from the GoldAnswers homepage when logged in; by phone at (765) 494-4000; by email at itap@purdue.edu; online through ITaP’s Web form; or in person at STEW G65. Regular business hours are 7 a.m. to 8 p.m. Monday-Thursday, 7 a.m. to 6 p.m. Friday, and noon to 6 p.m. Saturday and Sunday.

(originally published on the ITaP Commons)

Half Day Conference in a Box – Education & Technology Edition

The ongoing economic woes have slashed travel budgets for many, including those in the education realm, and many have had to get creative in participating in the conversation or in finding new tools & information.

Christopher S. Penn, social media guru and creator of the Financial Aid podcast, suggests using a simple technique of building your own ‘Conference in a Box‘ for a half day of personal development.  At it’s core, the ‘Conference in a Box’ is simply watching streaming presentations from the across the web, and taking time to absorb their content.

Think of all the rich content on TED, iTunesU, and TeacherTube that you’ve not yet watched but have been meaning to go back and view.

Below, I have compiled my own Conference in a Box with a theme of education and technology.  You may recognize some of the speakers, or topics, but my hope is that you find something new that you may have missed by not attending a conference.

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