Performance Support makes it easier when changing systems

During our working day, we need to learn new things at different times. For example, when there is a change, and we need to work in a new way, or when one of the systems we work in has been updated or replaced. A common way to go is to create lengthy and sometimes resource-intensive education. But is there a more effective way to train employees in changing or introducing news?

In the event of changes to the work, the employee must understand the differences and, preferably, why they have occurred. This can be crucial for how smooth and painless the transition will be. A common way to learn this is to create so-called "formal" education, either e-learning courses or classroom education.

Significant changes can place demands on the amount of information and on how it is disseminated, in which case formal learning can be a good alternative. However, our experience is not focused on formal learning but rather on informal learning, particularly Performance Support.

Let the teacher-led education be comprehensive and tell about the background of the change and why it is happening. Please provide details on how it works for self-help materials such as video guides, text instructions, and more. This type of information is more receptive to employees when the need arises, when they are about to start working with the new system.

One of our customers, the City of Mölndal, recognised the benefits of Performance Support when changing process tools. They first created a three-hour, teacher-led training across Microsoft Teams. Pretty soon, they chose to replace the training with a digital handbook that users can go through before, during, and after they have started working with the new tool - entirely on their own.

Erik Wässing, the Process Controller at the City of Mölndal, tells how he thought about using digital learning:

”In the spring of 2021, the City of Mölndal will change process drawing tools. To facilitate the transition and increase knowledge of how to use the tool, I launched a training course in the autumn of 2020. It was a total of 3 hours long and was offered via Teams. After a few times, I started thinking about making a digital version of education without having to participate myself.

Although it is fun to hold training, it takes a lot of time. With the guide in place, the need for my training decreases, and I am sure that the time it took to make the guide can be counted as a home run through fewer training opportunities.

There are also significant benefits if users of a program can have the instructions on how to use it repeated for them when it suits them best. I have been to several education sessions and know that the information, no matter how well packaged, risks being forgotten after just a few weeks.”