Learnlets

Secondary

Clark Quinn’s Learnings about Learning

Coherent performance

20 August 2012 by Clark 3 Comments

I’ve been revisiting performance support in preparation for the Guild’s Performance Support Symposium  next month, and I’m seeing a connection between two models that really excite me. It’s about how social and performance support are a natural connection.

Problem-solvingSo, let’s start with a performance model. This model came from a look at how people act in the world and I was reminded of it during a conversation on informal learning. Most of the time, we’re acting in well-understood ways (e.g. driving), and we can keep our minds free for other things.  However, there may be times when we can’t rely on that well-practiced approach (say, for instance, if our usual route home is blocked for some reason). Then we have a breakdown, and need to consciously problem-solve. Ideally, if we find the solution, we reflect on it and make it part of our well-practiced repertoire.

Performance supportSo what I wanted to do was use this understanding to think about how we might support performance.  What support do we need at these different stages?  I propose that when we have a breakdown, ideally we find the answer, either as an information resource, or from a person with the answer.  Some of the time, we might identify a real skill shift we need, and then we might actually take a course, but it’s a small part of the picture.

If we find the answer, we can go back into action, but if we can’t find the answer, we have to go into problem-solving mode. Here, the support we need differs.  We may need data to look for patterns that can explain what’s going on, or models to help find a solution, or even people. Note, however, that the people here are different than the people we would access for the answer. If there were a person with the answer, we would’ve found them in the first step. Here it’s likely to be good collaborators, people with complementary skills and  a willingness to help.

If and when we find the answer, then we should share that so that others don’t have to do the same problem-solving, but can access the resource (or you) in the first step. This step is often skipped, because it’s not safe to share, or there’s just not a focus on such contributions and it’s too easy to just get back to work without recognizing the bigger picture.  This is one of the components of what Harold Jarche means by ‘narrating your work‘, and I mean in ‘learning out loud’.  If it’s habitual, it’s beneficial.

Working Collaboratively and cooperativelyThe connection that I see, however, is that there’s a very strong relationship between this model, and the coherent organization model. At the first step, finding the answer, likely comes from your community of practice or even the broader network (internal or external).  This is cooperation, where they’re willing to share the answer.

At the second step, if you get to problem-solving, this is collaboration.  It may not just be in a work group (though, implicitly, it  is  a work group), but could be folks from anywhere.  The bigger the problem, the more it’s a formal work group.

The point is that while the L&D group can be providing some of the support, in terms of courses and fixed resources, at other times the solution is going to require ‘the network’. That is, folks are going to play a part in meeting the increasing needs for working.  The resources themselves are increasingly likely to be collaboratively developed,  the answer is more likely ‘out there’ than necessarily codified in house.

There’s going to of necessity be a greater shift to more flexible solutions across resources and people, to support organizational performance.  The performance support model will increasingly require an infrastructure to support the coherent organization.  Are you ready?

Comments

  1. Ann H. Shea says

    23 August 2012 at 10:07 AM

    Clark, enjoyed this post. Another reason people don’t share when they discover a solution is the time it takes to document the solution. I learned process documentation can be both time-consuming and immensely valuable for showing the discovered best ways to do a procedure. Now social media gives us so many options to share information (through LinkedIn Q&As, SlideShare presentations, YouTube demos, blog descriptions, Instagram snapshots and so much more) and so many sites to share with a larger audience that it’s close to negligence if once doesn’t share their solutions and save others grief. I operate remotely without a help desk and am always amazed at the generosity of the techy public in sharing their workarounds and fixes through discussion threads. I have a regular remote work group, but it’s often faster to discover a spontaneous PLN online.

  2. Peter Davis says

    27 August 2012 at 7:10 PM

    Great post Clark. As a long term evangelist for performance support and a more recent advocate for social, I couldn’t agree with you more. When Gloria Gery described performance support as anything that helps people get work done in context (paraphrased), I’m sure she would have included the social organisation as well had it existed as it does today.

    Support from social can come from structured sources “I’ll go out to my specialised community of practice for help” as well as unstructured sources “I’ll go out to everyone and anyone in the network”. The point is that social is real time, it’s in context and that context is work. Social is enabling the democratisation of learning and knowledge by putting the means for content creation and sharing in the hands of employees. Social also facilitates the open identification and sharing of problems that need solving. Problems that may otherwise lay dormant or create ongoing organisational inefficiencies and costs until discovered. Performance support creates a mind set in the individual of self sufficiency when it comes to problem solving and decision making. When a problem is encountered that hinders immediate performance of a task, in a performance support world people will feel free to access all means including social to find solutions. Social provides access to the collective knowledge and expertise of an organisation and a solution is more likely.

    I’m incredible excited about the convergence of these models.

  3. brainysmurf says

    4 September 2012 at 11:06 AM

    Thanks for this, Clark. Your model of the coherent organization is very powerful and offers a concrete ‘grocery list’ for organizations that want to figure out what’s not working in the current practices. Thanks for breaking down the break down (!) and clearly delineating when other people *have* the answer versus when other people *are* the answer. Cheers!

Leave a Reply

Your email address will not be published. Required fields are marked *

This site uses Akismet to reduce spam. Learn how your comment data is processed.

Clark Quinn

The Company

Search

Feedblitz (email) signup

Never miss a post
Your email address:*
Please wait...
Please enter all required fields Click to hide
Correct invalid entries Click to hide

Pages

  • About Learnlets and Quinnovation

The Serious eLearning Manifesto

Manifesto badge

Categories

  • design
  • games
  • meta-learning
  • mindmap
  • mobile
  • social
  • strategy
  • technology
  • Uncategorized
  • virtual worlds

License

Previous Posts

  • May 2025
  • April 2025
  • March 2025
  • February 2025
  • January 2025
  • December 2024
  • November 2024
  • October 2024
  • September 2024
  • August 2024
  • July 2024
  • June 2024
  • May 2024
  • April 2024
  • March 2024
  • February 2024
  • January 2024
  • December 2023
  • November 2023
  • October 2023
  • September 2023
  • August 2023
  • July 2023
  • June 2023
  • May 2023
  • April 2023
  • March 2023
  • February 2023
  • January 2023
  • December 2022
  • November 2022
  • October 2022
  • September 2022
  • August 2022
  • July 2022
  • June 2022
  • May 2022
  • April 2022
  • March 2022
  • February 2022
  • January 2022
  • December 2021
  • November 2021
  • October 2021
  • September 2021
  • August 2021
  • July 2021
  • June 2021
  • May 2021
  • April 2021
  • March 2021
  • February 2021
  • January 2021
  • December 2020
  • November 2020
  • October 2020
  • September 2020
  • August 2020
  • July 2020
  • June 2020
  • May 2020
  • April 2020
  • March 2020
  • February 2020
  • January 2020
  • December 2019
  • November 2019
  • October 2019
  • September 2019
  • August 2019
  • July 2019
  • June 2019
  • May 2019
  • April 2019
  • March 2019
  • February 2019
  • January 2019
  • December 2018
  • November 2018
  • October 2018
  • September 2018
  • August 2018
  • July 2018
  • June 2018
  • May 2018
  • April 2018
  • March 2018
  • February 2018
  • January 2018
  • December 2017
  • November 2017
  • October 2017
  • September 2017
  • August 2017
  • July 2017
  • June 2017
  • May 2017
  • April 2017
  • March 2017
  • February 2017
  • January 2017
  • December 2016
  • November 2016
  • October 2016
  • September 2016
  • August 2016
  • July 2016
  • June 2016
  • May 2016
  • April 2016
  • March 2016
  • February 2016
  • January 2016
  • December 2015
  • November 2015
  • October 2015
  • September 2015
  • August 2015
  • July 2015
  • June 2015
  • May 2015
  • April 2015
  • March 2015
  • February 2015
  • January 2015
  • December 2014
  • November 2014
  • October 2014
  • September 2014
  • August 2014
  • July 2014
  • June 2014
  • May 2014
  • April 2014
  • March 2014
  • February 2014
  • January 2014
  • December 2013
  • November 2013
  • October 2013
  • September 2013
  • August 2013
  • July 2013
  • June 2013
  • May 2013
  • April 2013
  • March 2013
  • February 2013
  • January 2013
  • December 2012
  • November 2012
  • October 2012
  • September 2012
  • August 2012
  • July 2012
  • June 2012
  • May 2012
  • April 2012
  • March 2012
  • February 2012
  • January 2012
  • December 2011
  • November 2011
  • October 2011
  • September 2011
  • August 2011
  • July 2011
  • June 2011
  • May 2011
  • April 2011
  • March 2011
  • February 2011
  • January 2011
  • December 2010
  • November 2010
  • October 2010
  • September 2010
  • August 2010
  • July 2010
  • June 2010
  • May 2010
  • April 2010
  • March 2010
  • February 2010
  • January 2010
  • December 2009
  • November 2009
  • October 2009
  • September 2009
  • August 2009
  • July 2009
  • June 2009
  • May 2009
  • April 2009
  • March 2009
  • February 2009
  • January 2009
  • December 2008
  • November 2008
  • October 2008
  • September 2008
  • August 2008
  • July 2008
  • June 2008
  • May 2008
  • April 2008
  • March 2008
  • February 2008
  • January 2008
  • December 2007
  • November 2007
  • October 2007
  • September 2007
  • August 2007
  • July 2007
  • June 2007
  • May 2007
  • April 2007
  • March 2007
  • February 2007
  • January 2007
  • December 2006
  • November 2006
  • October 2006
  • September 2006
  • August 2006
  • July 2006
  • June 2006
  • May 2006
  • April 2006
  • March 2006
  • February 2006
  • January 2006

Amazon Affiliate

Required to announce that, as an Amazon Associate, I earn from qualifying purchases. Mostly book links. Full disclosure.

We use cookies to ensure that we give you the best experience on our website. If you continue to use this site we will assume that you are happy with it.Ok