Employees many times require additional support after training or they need to be productive immediately without extensive training. However, when employees return to their jobs, additional training may consist of human interaction, non-centralized reference manuals, or company documentation. Problems arise when employees need specialized training but none is available until several weeks or months later. This type of employee support can be frustrating, non-productive and costly. Puterbaugh et al.
Employers can no longer ignore training and user support as a method of increasing productivity.
Decision-makers are slowly realizing that reforming OJT and user support are factors in maximizing the productivity of their work force. Technological advances in computer technology, instructional technology, and software development provide the foundation for developing OJT and employee support that are available from an employee's desktop computer. In order to accommodate the demands placed upon the employee of the 1990s, decision-makers are investigating new ways to provide OJT and employee support. Because of the information demands on organizations and the rapid changes in information technology decision-makers are ready to investigate, develop, and implement technological innovations designed to assist the employee in increasing his or her productivity. Performance support is one such concept that uses technologies for assisting employees in performing their jobs.