In ihrem Buch “Job aids and performance support” definiert sie Perfomance Support als “A helper in life and work – performance support is a repository for information, processes, and perspectives that inform and guide planning and action“ (Rossett & Schafer, 2007, S. 2). Sie grenzt PS klar von “instruction” ab: “Instruction is not performance support. It is planned experience that enables an individual to acquire skills and knowledge to advance the capability to perform. Instruction builds human capacity. .. When successful, instruction, in a time-consuming process involving presentation, practice, and feedback over time, results in a change in the mental state of the individual later (Rossett & Schafer, 2007, S. 5). Bestechend sei aber die Kombination: “A system that combines instruction and support is compelling. Consider an airline pilot. They are well trained, of course, but also reliant on performance support for emergencies, certainty, compliance, and habits. Support is there at me moment of need in the form of print documentation and a cockpit that is chock full of information and guidance” (Rossett & Schafer, 2007, S. 5).
Quellen: Kryon Leo (2013): Allison Rossett Interview on Performance Support. Online verfügbar unter https://www.youtube.com/watch?v=CrkxkXN23qM; Rossett, Allison; Schafer, Lisa (2007): Job aids and performance support. Moving from knowledge in the classroom to knowledge everywhere. San Francisco, CA: Pfeiffer.