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How do you overcome the barriers of user adoption and engagement with performance support systems?

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Performance support systems (PSS) are tools that provide learners with relevant and timely information, guidance, and feedback at the point of need. They can enhance learning transfer, productivity, and performance improvement in various contexts and domains. However, PSS also face some common barriers to user adoption and engagement, such as lack of awareness, resistance to change, technical issues, and poor design. How can you overcome these challenges and ensure that your PSS delivers the desired outcomes for your learners and your organization? Here are some practical tips to consider.

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Lynne Palazzolo

Transformational Nurse Leader| Healthcare Professional Development Consultant

1 Communicate the benefits

One of the first steps to overcome the barriers of user adoption and engagement with PSS is to communicate the benefits clearly and consistently to your target audience. You need to explain how PSS can help them solve their problems, perform their tasks, and achieve their goals. You also need to address any potential concerns or objections they may have, such as how PSS will affect their workflow, autonomy, or privacy. You can use various channels and formats to communicate the benefits, such as emails, newsletters, webinars, videos, testimonials, or case studies.

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Lynne Palazzolo

Transformational Nurse Leader| Healthcare Professional Development Consultant
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Performance support systems (PSS) are tools that provide learners with relevant and timely information, guidance, and feedback at the point of need. I agree, but who decides what the learner needs?

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2 Involve the users

Another way to overcome the barriers of user adoption and engagement with PSS is to involve the users in the design, development, and evaluation of the PSS. You can solicit their input, feedback, and suggestions through surveys, interviews, focus groups, or usability testing. You can also co-create the PSS with them, or invite them to participate in pilot testing, beta testing, or user groups. By involving the users, you can ensure that the PSS meets their needs, preferences, and expectations, and that they feel a sense of ownership and commitment to the PSS.

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Lynne Palazzolo

Transformational Nurse Leader| Healthcare Professional Development Consultant
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In my experience experience, discerning what the difference between a want and a need is pivotal. Sometimes what we want is not sustainable and also has unintentional consequences that are too much for the communities to bear.

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3 Provide training and support

A third way to overcome the barriers of user adoption and engagement with PSS is to provide training and support for the users. You need to ensure that they know how to access, use, and benefit from the PSS. You can offer various types of training and support, such as orientation sessions, tutorials, guides, FAQs, help desks, or mentors. You can also monitor and measure the usage and effectiveness of the PSS, and provide feedback and recognition to the users. You can also update and improve the PSS based on the data and feedback you collect.

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Lynne Palazzolo

Transformational Nurse Leader| Healthcare Professional Development Consultant
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-I agree, “You need to ensure that they know how to access, use, and benefit from the PSS. “ And again, who is deciding what is “beneficial “ to whom? On what values was the decision made?

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4 Make it easy and convenient

A fourth way to overcome the barriers of user adoption and engagement with PSS is to make it easy and convenient for the users. You need to ensure that the PSS is accessible, reliable, and compatible with the users' devices, platforms, and environments. You also need to ensure that the PSS is intuitive, user-friendly, and responsive to the users' needs and contexts. You can use various design principles and techniques to make the PSS easy and convenient, such as minimalism, personalization, gamification, or adaptive learning.

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Lynne Palazzolo

Transformational Nurse Leader| Healthcare Professional Development Consultant
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I totally agree. Make it easy to do the right thing. This also supports the quality of the performance. It keeps people from getting too frustrated to learn. And it does need to present a bit of a challenge and that depends on a lot of cultural considerations and the values they represent.

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5 Align it with the culture

A fifth way to overcome the barriers of user adoption and engagement with PSS is to align it with the culture of your organization and your learners. You need to ensure that the PSS is consistent with the values, beliefs, and norms of your organization and your learners. You also need to ensure that the PSS is supported by the leadership, management, and peers of your organization and your learners. You can use various strategies and practices to align the PSS with the culture, such as vision statements, role models, incentives, or communities of practice.

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6 Evaluate and iterate

A sixth way to overcome the barriers of user adoption and engagement with PSS is to evaluate and iterate the PSS regularly. You need to ensure that the PSS is delivering the expected results and outcomes for your organization and your learners. You also need to ensure that the PSS is keeping up with the changing needs, preferences, and expectations of your organization and your learners. You can use various methods and tools to evaluate and iterate the PSS, such as analytics, dashboards, surveys, interviews, or A/B testing.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How do you overcome the barriers of user adoption and engagement with performance support systems?

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1 Communicate the benefits

2 Involve the users

3 Provide training and support

4 Make it easy and convenient

5 Align it with the culture

6 Evaluate and iterate

7 Here’s what else to consider

Performance Improvement

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