Mobile performance support

Smartphones and tablets are increasingly becoming a normal part of our business life1, largely due to people using their own smartphones2 and tablets at work3. However, many organizations have not taken this trend into account when providing performance support to their employees.

What do people do on mobile devices?

It’s unlikely to surprise anyone that the top information accessed on the corporate network from a smartphone is email (97%of surveyed users4). However, it might surprise you to learn that after email, the next most common information accessed on a smartphone is documentation, and for reading, a tablet is preferred over a laptop4.

Another survey found that 59% of employees use mobile devices to run line of business applications5. Telsyte research director Foad Fadaghi says, “They’re making fewer calls. The device is being used for a whole range of other activity”6.
Employees missing mobile performance support

With so much work currently being done on mobile devices, organizations should be asking whether they are providing the necessary performance and job assistance tools for mobile devices.

Employees are accustomed to using mobile tools for shopping, entertainment, travel and social media but they are complaining about a lack of similar tools for business “that are more deeply mapped to their role/job”7.

Anywhere, anytime access to performance support

The role-specific performance support employees use on their PC should also be available on mobile devices. Without appropriate “moment of need” support on mobile devices, employees are likely to make more mistakes and to be less productive. There will be less process and regulatory compliance and there will be a greater number of requests for training and support.

Whether the worker is at their desk, at a client site or traveling, they should have access to all the tools they need to make them fully competent.

The challenge

Bob Mosher, the Learning Advocate at The MASIE Center, challenges us to “innovate and explore how a range of mobile devices, in the hands of workers and customers, can be fully enabled for assisting performance at work”7.

Are you able to meet this challenge and use mobile devices to assist performance at work? If not, you should consider SupportPoint.

SupportPoint provides instant access to the role-specific and task-specific information people need to do their jobs, wherever they are, whatever they are doing. They don’t need to remember all the details or be trained every time there is a change. SupportPoint enables people to perform complex business processes faster and more accurately by providing context aware guidance and the insights they need to solve the complex, nuanced challenges they face every day.

The right information available on all devices, anywhere, anytime, empowers your employees to be fully competent, highly productive and completely capable of boosting your business performance.

1 Mobile devices are connected to 89% of corporate networks – Fidelman, M 2012, ‘The Latest Infographics: Mobile Business Statistics For 2012’, Forbes, 5 February, accessed 3 June 2014.

2 IDC says 83% of employees already use their personally purchased smartphone for work – Griffith, C 2014, ‘Predictions 2014: Smartphone penetration to beat computers’, The Australian, 25 February, accessed 3 June 2014.

3 53% of mobile workers are using a personally purchased tablet – iPass 2012, ‘The iPass Global Mobile Workforce Report’, iPass, 22 May, accessed 3 June 2014.

4 iPass 2012, ‘The iPass Global Mobile Workforce Report’, iPass, 22 May, accessed 3 June 2014.

5 Symantec State of Mobile Computing Survey, January 2012 – referred to in Fidelman, M 2012, ‘The Latest Infographics: Mobile Business Statistics For 2012’, Forbes, 5 February, accessed 3 June 2014.

6 Griffith, C 2014, ‘Predictions 2014: Smartphone penetration to beat computers’, The Australian, 25 February, accessed 3 June 2014.

7 http://trends.masie.com/

Ted Gannan

Ted Gannan co-founded Panviva after 20 years in a variety of senior management, sales, and editorial roles in the publishing industry, including Managing Director of Thomson Learning, Australia. Ted led the development of SupportPoint after identifying a need for an improved method of delivering ‘moment-of-need’ procedural and product knowledge to employees. He is responsible for overseeing the company’s growth worldwide.

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