EPSS

EPSS Definitions

I was able to find a few definitions of electronic performance support systems that weren’t essentially the same as Raybould and Gery. Here they are:

Webbasedtraining.com

http://www.webbasedtraining.com/primer_glossary.aspx

electronic performance support system (EPSS) Applications designed to run simultaneously with other applications or embedded within other applications that provide support for the user in accomplishing specific tasks. An EPSS may provide needed information, present job aids, and deliver just-in-time, context-sensitive training on demand. A Web-based performance support system (WBPSS) is an EPSS that uses Web technology to deliver support in an enterprise environment.

PC Magazine

http://www.pcmag.com/encyclopedia_term/0,2542,t=EPSS&i=42707,00.asp

(Electronic Performance Support System) A computer system that provides quick assistance and information without requiring prior training to use it. It may incorporate all forms of multimedia delivery as well as AI techniques such as expert systems and natural language recognition.

EPSS Central

http://www.epsscentral.info/knowledgebase/about/whatisepss/

An electronic performance support system can also be described as any computer software program or component that improves employee performance by

1. reducing the complexity or number of steps required to perform a task,

2. providing the performance information an employee needs to perform a task, or

3. providing a decision support system that enables an employee to identify the action that is appropriate for a particular set of conditions.

My Preference

I prefer a combination of two definitions. The first is from Webbasedtraining.com. I like how it emphasizes that an EPSS application should work within or embedded in other applications that are already being used as a support system in the workplace. I also agree that the best EPSS offer “on demand” “context-sensitive” training. Workers should be able to get support and information whenever they need it and in a timely manner. The mention of the web-based performance support system is also interesting. This allows users even more flexibility in accessing information and support from anywhere (home, office, vacation) and with a number of devices (PC, Laptop, mobile phones and other devices).

I also agree with the textbook’s definition that “the knowledge base grows as workers use the system. In essence, the EPSS is dynamic; ongoing synergistic input from the users continuously changes the system (Laffey, 1995).” Given the changing role of the Internet to Web 2.0, and even Web 3.0, technologies, I feel this is an essential component of the definition in order to keep EPSS up-to-date. In order to stay current, EPSS applications should work much like wikis where workers add tacit knowledge based on experience and insight.

Current and Future Use of EPSS

EPSS is currently not being widely used because of the risk involved. Management feels unsure about the success of EPSS applications and also highly ignorant about them. To change the system and invest what feels to be a substantial amount of time and money can be a daunting undertaking to a business.

EPSS applications will be used more in the future. Like any major change, progress tends to be slow. As companies begin to see more data focusing on successful EPSS in business, they will begin to jump on the bandwagon. EPSS will grow along with the technology making the systems easily accessible from a variety of devices. The growing trend toward dynamic technology, like Web 2.0, will make EPSS an essential tool for collaborative support systems. It is only a matter of time before EPSS will gain recognition.