Performance Support Basics: How to Help at the Moment of Need

We met a fictitious target learner in a previous post. Her name is Kate. She’s a new sales rep just starting out in her territory. Kate has completed her onboarding and she is now out in the field visiting with customers every day. When Kate needs to reference or practice something, she is likely using her phone or tablet. She’s probably already sitting in her car in a prospective customer’s parking lot.

Unfortunately, the information Kate is looking for is probably not easy to find. At least, if Kate’s organization is like most. Oftentimes, organizations have hundreds (or even thousands) of sales aids and reference materials scattered across LMS’s, Sharepoint sites, and other locations. Many of these resources are likely out of date. And most of them are probably not available to Kate when she is sitting in a customer’s parking lot trying to look something up.

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