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Electronic Performance Support Systems (EPSS)
An Electronic Performance Support System provides task specific information, training, coaching, and monitoring to enhance job performance. The key to good EPSS tools is their simplicity and accuracy. An EPSS can be in the form of help files, glossary items, and task tools available on the Internet, or in print. EPSSs are concise, efficient to use, and provide clarification on tasks and procedures.
An EPSS is part online help, part online tutorial, part database, part application program, and part expert system. In short, an EPSS is an integrated version of a lot of products that technical communicators produce. It is "an electronic system that directly supports a worker's performance when, how, and where the support is needed."
Benefits of an EPSS:
- Increases employee self-sufficiency and empowerment, because the information they need to do their jobs is easily accessible
- Helps organizations become more flexible with worker assignments
- Assists in supporting difficult-to-reach workers
- Decreases paper documentation, such as user manuals, evaluations, and tests
(Barry Raybould. "How to Make EPSS Work in Your Organization." American Society for Training and Development. 1995.)
EPSSs can be found as part of the following systems:
- Integrated into application software, creating no distinction between performance support and the application
- Linked to an application, much like online help
- Stand alone, especially appropriate for work tasks that are not software-related
(Saul Carliner, Ph.D. "Electronic Performance Support Systems." Fredrickson Communications. Web page. www.fredricksoncommunications.com/articles. 5 September 2000.)
