Designing Electronic Performance Support Systems

SUMMARY

An electronic performance support system (EPSS) is an interactive computer‐based environment that is intended to facilitate and/or improve human problem solving capability within some target application domain. EPSS tools can be used by individuals, groups and organizations in order to improve various facets of their operation. The nature of an EPSS facility will therefore depend upon who it is intended to serve and the job tasks for which it is to be used. Bearing these requirements in mind, this paper outlines the basic nature of performance support and then describes a generic model that can be used to facilitate EPSS development. Use of this model is supported by the use of a collection of performance support guidelines that are summarized in this paper in the form of basic principles of performance support. Use of the model and principles are illustrated using a case study approach.