Performance Support

Performance Support represents an integrated approach to enhancing human capability through environmental and systemic interventions. Unlike traditional training which focuses on knowledge acquisition before task execution, performance support emphasizes immediate, contextual assistance during actual task performance.

The concept emerged from the recognition that human performance operates within a broader system, where individual capability is heavily influenced by environmental factors and available resources. This aligns with distributed cognition theories, which suggest that knowledge and cognitive processes extend beyond individual minds into the environment.

Key characteristics of performance support systems include:

1. Contextual Integration: Support is embedded within the work system where tasks occur, creating a natural feedback loop between action and assistance.

2. Just-in-Time Delivery: Information and guidance are provided at the moment of need, reducing cognitive load and reliance on memory.

3. Task Orientation: Focus on supporting specific performance outcomes rather than general knowledge accumulation.

The theoretical foundation draws from several interconnected fields:

• Human-Computer Interaction principles inform the design of digital performance support systems
• Systems Theory provides frameworks for understanding how support mechanisms integrate with larger organizational processes
• Information Theory guides the structuring and presentation of support materials

Performance support systems often implement various forms of scaffolding, which can be gradually removed as user competence increases. This creates a dynamic adaptation that responds to changing user needs.

In modern organizations, performance support frequently takes the form of:

• Electronic Performance Support Systems (EPSS)
• Contextual help systems
• Job aids and quick reference guides
• Artificial Intelligence-powered assistants

The effectiveness of performance support relates to the concept of affordance, where environmental cues and tools naturally suggest appropriate actions and usage patterns.

Contemporary developments in performance support increasingly incorporate principles of self-organization and emergence, allowing support systems to evolve based on user interaction patterns and collective experience. This connects to broader ideas about organizational learning and knowledge management.

The future of performance support is closely tied to developments in augmented reality and ambient intelligence, suggesting a movement toward more seamless integration between human activity and supportive systems.

Key challenges include:

• Balancing immediate support with long-term capability development
• Managing the complexity of support systems without overwhelming users
• Ensuring support remains relevant in rapidly changing work environments

Performance support represents a shift from traditional training paradigms toward more integrated, systemic approaches to enabling human performance, reflecting broader trends in understanding human-system interaction and organizational effectiveness.