Context-Specific Electronic Performance Support System
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Solution Overview
Problem
Laboratories face challenges in training personnel due to a shortage of qualified workers and increased demand for efficiency, as traditional off-site instructor-led training methods are inefficient and fail to provide context-specific help content tailored to individual knowledge bases and needs.
Innovation Solution
A system and method for providing context-specific electronic performance support through just-in-time knowledge transfer, using a content generator to create and publish performance support content specific to device procedures, alerts, and display screens, allowing users to request and receive relevant information based on their interactions and knowledge level.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If traditional off-site instructor-led training classes are used, then personnel can receive comprehensive training, but the training efficiency is low and cannot meet the increasing demand for qualified workers
Solution Approach 1:
The system enables personnel to independently access and interact with training content through a computer interface without requiring off-site instructor-led classes. Users can self-navigate through training modules, procedures, and troubleshooting information at their own pace, eliminating the need for scheduled training sessions and reducing time loss.
Solution Approach 2:
The system provides just-in-time information delivery where training content and procedural information are made available to users exactly when needed during device operation. This preliminary preparation and on-demand delivery eliminates the need for extensive prior training and allows personnel to learn specific procedures in context.
2Loss of information
If indexed users' manuals are provided for personnel to search, then help content is available, but personnel spend considerable time searching through volumes of irrelevant information
Solution Approach 1:
The system incorporates a query interface that allows personnel to input specific questions or issues, and the system responds by delivering only the relevant information. This feedback mechanism eliminates the need to search through entire manuals by directly providing targeted responses to user queries.
Solution Approach 2:
The system provides different types and levels of information based on the specific context and user needs. Rather than presenting all information uniformly, the system delivers locally optimized content - providing detailed procedural steps when needed, overview information when sufficient, and troubleshooting data specifically related to the identified issue.
3Adaptability or versatility
If one-size-fits-all users' manuals are used, then all personnel can access the same information, but personnel receive too much or too little information based on their individual knowledge bases
Solution Approach 1:
The system dynamically adapts the information delivered to each user based on their responses, selections, and interaction patterns. The content delivery changes in real-time based on user needs, providing more detailed information to those who require it and more summarized information to those with existing knowledge, rather than presenting static uniform content to all users.
Solution Approach 2:
The system provides differentiated information quality and detail level tailored to each user's specific context, knowledge base, and immediate needs. Different sections of the interface and different responses deliver appropriately calibrated information - from basic overviews to detailed procedural steps - based on local user characteristics rather than applying a uniform information delivery approach.
Data Source
AI summary
Providing context-specific electronic performance support for a device through just-in-time knowledge transfer. Performance support content comprising information regarding device procedures, device alerts, and display screens for displaying information related to the device can be stored in multiple content files. Each content file can be associated with a device alert, a device procedure, and/or a display screen. Device users can interact with one or more display screens on a display associated with the device. The device users can request performance support content by activating an icon or hyperlink on the display screen(s). A content publisher can identify performance support content responsive to each request from one or more of the content files based on context information related to the display screen(s) on the display at the time of the request. The content publisher can display a display screen comprising the identified information on the display associated with the device.