Summary
During the past decade, performance-support systems have evolved from little more than passive online help systems, intended for use by individuals struggling to use computer software, to powerful knowledge management systems that link and integrate knowledge for effective performance across entire organizations. This chapter provides a description of the development and present status of performance-support systems in the form of online help systems, electronic performance-support systems (EPSS), and knowledge management (KM) systems. The chapter concludes with predictions about the future of performance-support in the first decade of the 21st Century as well as recommendations for a research and development agenda aimed at enhancing performance-support systems.
This is a preview of subscription content, log in via an institution to check access.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Preview
Unable to display preview. Download preview PDF.
References
Armstrong, L. (2000). Someone to watch over you. Business Week, Iss. July 10, 189–190.
Brown, J. S., and Duguid, P. (2000). The social life of information. Boston, MA: Harvard Business School Press.
Bush, V. (1945, July). As We May Think. The Atlantic Monthly. http://www.isg.sfu.ca/-duchier/misc/vbush/vbush-all.shtml
Carroll, J. M. (2000). Making use: Scenario-based design of human — computer interactions. Cambridge, MA: The MIT Press.
Carroll, J. M. (1990). The Nurnberg Funnel: Designing minimalist instruction for practical computer skills. Cambridge, MA: The MIT Press.
Cooper, A. (1995). About face: The essentials of user interface design. Foster City, CA IDG Books Worldwide.
Davenport, T. H., and Prusak, L. (1997). Working knowledge: How organizations manage what they know. Boston, MA: Harvard Business School.
Dickelman, G. J. (1999). Performance support in Internet time: The state of the practice on the eve of the new millennium. http://www.pcd-innovations.com/PSinInternetTime/
Fayyad, U., Piatetsky-Shapiro, G., and Smyth, P. (1996). The process for extracting useful knowledge from volumes of data. Communications of the ACM, 39 (11), 27–34.
Gagne, R. M., Briggs, L. J., and Wager, W. W. (1992). Principles of instructional design ( 4th ed. ). Belmont, CA: Wadsworth.
Galitz, W. O. (1997). The essential guide to user interface design. New York: John Wiley and Sons.
Gery, G. (1995). Attributes and behaviors of performance centered systems. Performance Improvement Quarterly, 8 (1), 47–93.
Gery, G. (1991). Electronic performance support systems. Boston, MA: Weingarten Publications.
Grayling, T. (1998). Fear and loathing of the help menu: A usability test of online help. Technical Communication, 45 (2), 168–179.
Gustafson, K. L. (2000). Designing technology-based performance support. Educational Technology, 40 (1), 38–44.
Hansen, M. T., Nohria, N., and Tierney, T. (1999). What’s your strategy for managing knowledge? Harvard Business Review, 77 (2), 106–116.
Jury, T. W., Gustafson, K. L., Reeves, T. C., Cole, K. C., and Huffman, G. (1997). Configurable electronic performance support system for total quality management processes. (U.S. Patent No. 5, 655. 086 ).
Jury, T., and Reeves, T. C. (1999). An EPSS for instructional design: NCR’s quality information products process. In J. van den Akker, R. Branch, K. Gustafson, N. Nieveen, and T. Plomp (Eds.), Design approaches and tools in education and training (pp. 183–194 ). Dordrecht, The Netherlands: Kluwer Academic Publishers.
Khan, B. (2000). Web-based training. Englewood Cliffs, NJ: Educational Technology.
Knights, D., and Willmott, H. (2000). The re-engineering revolution: Critical studies of corporate change. Thousand Oaks, CA: Sage.
KPMG (1998). The power of knowledge: A business guide to knowledge management. (White paper) http: //www. kpmg. com
Laffey, J. (1995). Dynamism in electronic performance support systems. Performance Improvement Quarterly, 8 (1), 31–46.
Leake, D. B. (1996). Case-based reasoning: Experiences, lessons, and future directions. Menlo Park, CA: AAAI Press.
Malcolm, S. E. (1999). Attributes and behaviors of performance centered systems. Performance Improvement, 38(7), 20–22.
Malcolm, S. E. (1998). Where EPSS will go from here. Training, 35(3), 64–69.
Nieveen, N. (1999). Prototyping to reach product quality. In J. van den Akker, R. Branch, K. Gustafson, N. Nieveen, and T. Plomp (Eds.), Design approaches and tools in education and training (pp. 125–135 ). Dordrecht, The Netherlands: Kluwer Academic Publishers.
Norman, D. A. (1998). The invisible computer: Why good products can fail, the personal computer is so complex, and information appliances are the solution. Cambridge, MA: The MIT Press.
Pfeffer, J., and Sutton, R. I. (1999). The knowing-doing gap: How smart companies turn knowledge into action. Boston, MA: Harvard Business School Press.
Senge, P. M. (1990). The fifth discipline: The art and practice of the learning organization. New York: Bantam Doubleday.
Sisakhti, R. (1998). Effective learning environments: Creating a successful strategy for your organization. Alexandria, VA: American Society for Training and Development.
Stewart, T. (1997). Intellectual Capital. New York: Doubleday/Currency. Thompson, C., Najjar, L. J., and Ockerman, J. J. (1997). Wearable computer based training and performance support systems. In S. Aronberg (Ed.), 19th Interservice/Industry Training, Simulation and Education Conference Proceedings (pp. 746–752 ). Arlington, VA: National Training Systems Association.
Tiwana, A. (1999). The knowledge management toolkit: Practical techniques for building a knowledge management system. New York: Prentice Hall.
van den Akker, J. (1999). Principles and methods of development research. In J. van den Akker, R. Branch, K. Gustafson, N. Nieveen, and T. Plomp (Eds.), Design approaches and tools in education and training (pp. 1–14 ). Dordrecht, The Netherlands: Kluwer Academic Publishers.
Verity, J. (1997, February 3). Coaxing meaning out of raw data. Business Week, Iss. 3512, 14.
Waterman. D. A. (1985). A guide to expert systems. Reading, MA: Addison-Wesley. Wenger, E. (1998). Communities of practice: Learning, meaning, and identity. Cambridge, MA: Cambridge University Press.
Winslow, C. D., and Bramer, W. L. (1994). Future Work: Putting knowledge to work in the knowledge economy. New York: The Free Press.
Zolper, A. (1999). First cousins once removed: Knowledge management and performance support. http://www.epssinfosite.com/ First%2000usins%200nce%20Removed.htm
Author information
Authors and Affiliations
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2002 Springer-Verlag Berlin Heidelberg
About this chapter
Cite this chapter
Reeves, T.C., Raven, A. (2002). Performance-Support Systems. In: Adelsberger, H.H., Collis, B., Pawlowski, J.M. (eds) Handbook on Information Technologies for Education and Training. International Handbooks on Information Systems. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-662-07682-8_7
Download citation
DOI: https://doi.org/10.1007/978-3-662-07682-8_7
Publisher Name: Springer, Berlin, Heidelberg
Print ISBN: 978-3-662-07684-2
Online ISBN: 978-3-662-07682-8
eBook Packages: Springer Book Archive