Digital performance support: The burning issue

Digitization is changing many things—both in our private and working lives. There is an increasing number of applications and digital workflows to understand and master. Conventional training and qualification courses will struggle to keep up.

With this in mind, it is worth revisiting the topic of performance support. Employees of all ages now expect this kind of support from their company—anytime, anywhere.

This expectation is a reflection of a world in which the entire knowledge of humanity is available to everyone at the click of a mouse, which makes it difficult to explain why some companies cannot quickly and easily share their internal knowledge with employees. Nevertheless, to implement effective performance support, important aspects have to be considered. This applies to many different tasks, such as new software rollouts or everyday use of software-supported processes.

Taking all of this into consideration, performance support can no longer be a one-way street. The right software enables users to be active and share their knowledge with colleagues or create guides by themselves. It’s easy to create and publish your own content. This makes the expertise of specialists in specific topics accessible to all colleagues, forming the ideal basis for a culture of knowledge sharing.

Companies see the benefits of good performance support right from day one. Users work much more productively and avoid process errors without being torn away from their workflow. That not only helps with pressing issues, but also improves the ability to work with processes and act in the long term. Help desk staff will be glad of the considerable relief, and less time and money is required for training. It’s difficult to think of a simpler and more cost-effective way to prepare employees for the most critical challenge of our time: digitization.