Why Performance Support Projects Fail, and Why Yours Won’t

Conference Archive

Performance Support Symposium 2014 - September 9, 2014

The performance support initiatives taken on by organizations new to performance support often fail, causing organizations to wrongly determine that performance support won’t work in their environments. In many cases, this realization is also associated with a significant loss of time, resources, and budget. The truth is that performance support does work and in many cases results in a significant positive outcome to the organization.

In this session you learn how you can avoid the pitfalls that often cause performance support initiatives to fail. You will learn about the common cause of failure, including neglecting to correctly identify challenges, not determining the right solution strategy, or not picking the right tool. You will explore real-world examples of failed performance support tools and solutions, from Microsoft’s infamous Clippy to the F1 key. You will also discuss performance support projects that worked and highlight the conditions and the environments that made these projects successful.

Handouts

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