Methods for Developing Functions
for Dynamic Online Performance
Support Systems: A New
Methodology combining HPT,
Sensemaking and Design Theory
Steven Schatz
Indiana University
What’s the question?
• Learning objects
– Tensions
• Size
• Control (designer or user)
• Tags (universal or unique)
– Can learning or knowledge be objectified?
What’s the answer?
• Dynamic online performance Support
System DOPSS
– Objects
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Performance, information, learning, knowledge??
Unique tags
User control
Focus on “ad hoc” – so smaller objects
Communications tools
Push information
Customized for each person, based on unique tags
What’s the Process?
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Decide on functions
Decide on tags
Decide on initial objects
Develop implementation strategy
Help it grow and evolve
What’s the context?
• Navy
• Building a performance portal
• Existent portal focused on lots of
information.
– Pdfs of manuals
– Links to other sites
What’s the study?
Can a combination of HPT, sensemaking
and design theory methods be used to
inform the development of the function
set for an online performance support
system?
What’s the method?
• HPT
– Users in context – users, task and environment
• Weick
– Sensemaking
– What’s my problem?
• Alexander
– Object in use
– Piecemeal growth
What’s the method - 2?
Current – Focus on object and software to decide
functions
Move to
1. Focus on the user and the environment
(HPT)
2. Focus on the problem and reason for going
to the site or using the tool. (Weick)
3. Focus on the site in use over time.
(Alexander)
What did I do?
• Interviews – group and individual on
site with end users.
• On site observation.
• Extended discussions with designers/
managers.
• Some interviews with second potential
user group.
What did I do 2?
• Analysis with Weick –
– Who am I?
– What’s my problem?
• Analysis with Alexander and Gabriel
– Piecemeal growth
– Solution to a problem in context
– Habitability
Weick
• How can I know what I think until I see
what I say?
• Threshold of dissatisfaction causes a
“shock”. Then action taken to resolve.
• Sensemaking is 1. Identity construction, 2.
Retrospective, 3. Enacts sensible environments 4. Social 5.
Ongoing 6. Extracted Cues 7. Plausible over accurate.
Design Theory (Alexander and Gabriel)
• The life of a house is not given to it directly, by the shape of
its buildings, or by the ornament and plan – it is given to
them by the quality of the events and situations we
encounter there. Always it is our situations which allow us
to be what we are.
• The action and the space are indivisible. The action is
supported by this kind of space. The space supports this
kind of action. The two form a unit, a pattern of events in
space.
• It is the pattern in their minds which cause them to behave
the way that people do behave on sidewalks, not the purely
spatial aspect of the concrete and the walls and curbs.
What did I find?
The need was communication.
Looking at problems, most were solved
through unofficial communications.
When current leaders retire, that technique
may be gone.
Needs include who is, where is, who can?
Little need for most of the work being done.
What did I find - 2?
• Importance of killer app.
– A few easy functions would save 100s of hours.
• Importance of looking at each potential user
group.
• Importance of piecemeal growth.
• Importance of a gardener.
– Bring objects in as needed.
– Make connections.
What’s the big lesson?
• Talk to users.
• Use sensemaking to think about what
answers they will seek.
• Function sets will be different for different
apps… this WON’T be a tool in a box.
• Use Alexander for DOPSS in use.
What’s the future hold?
• Test the methods
– NCREL
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Build tags
Build communications tools
Implementation
Test the methods over a complete
implementation.
What’s the difference?
• A new way of handling workplace learning.
• If this is used, can cut training and move
from training to performance support.
• Applications
– Research groups
– Fast moving high end folks
– Large scale geographically diverse groups.
• Caveat – these are not going to be cheap.
Thank you.
Steve Schatz
www.powerstart.com
schatz@powerstart.com
Paper posted at www.powerstart.com/AERA