Why do I need Performance Support?

Let’s ask one more question – does the following sound familiar?
Your organization’s information is locked in siloed repositories.
And, what’s worse is that there are many, many information silo repositories within the organization – ranging from multiple SharePoint sites, intranets, extranets, Learning Management Systems, Content Management Systems, Knowledge Management Systems, network drives and much more.

And this is further exacerbated by the volume of information that is being added to each of these multiple information repositories every single day.


What’s more, using a typical corporate Google-type search of your information repositories (assuming that you can access all of them) will typically result in pages of “hits” – requiring you to then try to work out what you actually need and then whether the information is even still current.

So, how is it possible for anyone to determine not only what they need, but also where on earth they can begin to find it?
No easy task. In fact, almost impossible and outrageously expensive in terms of lost time and lost productivity. Not to mention the frustration.

What we know to be true.

  • Searching doesn’t work – 475 hours lost per year per person, searching for information – and only finding it 50{a1d8c5f94d44da9b9196d721e827cf5d99f52da4a7842f27362be8fa90a5f55e} of the time1
  • 55{a1d8c5f94d44da9b9196d721e827cf5d99f52da4a7842f27362be8fa90a5f55e} of people will ask a co-worker for help, rather than search or ask an IT Helpdesk, consuming two or more employees’ time2
  • Of those people asked, 52{a1d8c5f94d44da9b9196d721e827cf5d99f52da4a7842f27362be8fa90a5f55e} say they cannot find the information they are seeking within an acceptable amount of time (typically less than two minutes was deemed by them to be an acceptable timeframe) when searching3
  • Training doesn’t work – up to 80{a1d8c5f94d44da9b9196d721e827cf5d99f52da4a7842f27362be8fa90a5f55e} of new skills are lost within one week of formal training if not used and after one month 87{a1d8c5f94d44da9b9196d721e827cf5d99f52da4a7842f27362be8fa90a5f55e} of the learning is completely lost4
  • 76{a1d8c5f94d44da9b9196d721e827cf5d99f52da4a7842f27362be8fa90a5f55e} of end users have failing or substandard understanding of new systems5

How does all of this impact your organization?

  • A knowledge worker spending 475 hours per year searching for information1 is costing the organization $11,875 per year (based on salary of $50,000, 9.5 hours per week spent searching for information, 8 hour working day and 50 working weeks). That means that it would cost an organization of 1,000 employees $11,875,000 per year just looking for information
  • User adoption is often quoted as being the #1 reason for System Implementation Failure6
  • 62{a1d8c5f94d44da9b9196d721e827cf5d99f52da4a7842f27362be8fa90a5f55e} of IT projects failed to meet schedule and 41{a1d8c5f94d44da9b9196d721e827cf5d99f52da4a7842f27362be8fa90a5f55e} failed to deliver the expected business value and ROI7
  • 40{a1d8c5f94d44da9b9196d721e827cf5d99f52da4a7842f27362be8fa90a5f55e} of companies reporting lost major sales opportunities because they couldn’t access the right information in time8
  • Untrained Users require more than 5 times support than trained users9

The Bottom Line?

Any initiative that could reduce by even a small percentage the amount of time employees spend searching for information will have a major financial benefit to the organization.

A conservative 10{a1d8c5f94d44da9b9196d721e827cf5d99f52da4a7842f27362be8fa90a5f55e} reduction in the amount of time that it takes for your employees to find information, as in the example above would mean a $1,187,500 saving for the organization every year.
And that isn’t even considering the additional productivity that would flow from that saved time.

Performance Support provides your workforce with the information they need, at the time that they need it and in just the amount that they need to complete their system-based tasks while doing these tasks on the job.
All without searching.

Read more
What is Performance Support?
How do we start?
Performance Support and The 70:20:10 Model

1“The High Cost of Not Finding Information”, IDC (2001)
2“The Hidden Cost of Information Workers”, IDC (2005)
3“Technology acceptance and ERP documentation usability” Judy E. Scott. Commun. ACM 51(11):121-124 (2008). “A day in the life of a US Information Worker”, Forrester (2009)
Huthwaite study, American Society for Training and Development (ASTD) Journal, December 2008
Research by Infometric Research (2011)
Multiple research sources including: Gartner (2005), AMR Research (2005) and Soja & Paliwoda-Pekosz (2009)
Survey by Dynamic Markets (2011)
“Mind the search gap”, MindMetre Research (2011).
“The High Cost of Not Finding Information”, IDC (2001). “The Hidden Costs of Information Workers”, IDC (2005).

To find out more about how Epsilon Context can enable your organization with Performance Support, contact Epsilon Software.

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