QUESTION: Can you explain the differences between e-learning, EPSS, and online help?

E-learning, or electronic learning, is the delivery of courses through electronic means. That usually means over the Web but it could also include anything from CD-ROM to satellite transmission. The definition of e-learning is broader than and includes the definitions of online learning, Web-based training, and computer-based training.

EPSS, or electronic performance support system, provides employees with the tools and online support they need to get their jobs done without the involvement of another person. What the learner was exposed to in the e-learning environment, he or she now experiences in the real application. There are two types of EPSS systems, embedded and stand-alone.

An embedded system is tied to a corporate application by an EPSS engineer and an application developer. Situations in which embedded EPSS is used include

• Customer resource management (CRM): A database-driven application that helps customer service reps manage the customer experience. The EPSS portion is a roadmap of steps that the rep needs to perform, such as the order-taking process. A series of wizards or prompts within the CRM application reminds the rep what needs to take place next.

• Manufacturing process or supply-chain management: A database-driven application that helps plant managers and engineers track inventory or perform supply-chain managment. The EPSS portion presents rules and concepts to the engineer or manager to aid in proper scheduling and decision support.

Stand-alone versions of EPSS are not tied to software applications but nonetheless guide the user through a series of actions that help them complete tasks. Examples include knowledge-based databases used to troubleshoot systems or applications, decision-support applications that ensure that HR processes are followed, and process-flow maps that guide installation technicians.

Online help is a searchable database of step-by-step instructions and another example of an EPSS program. It resides within an application and provides performance support on demand. It doesn't provide reasons or theory; it merely supplies the rote steps required to accomplish a task, much like the familiar Help menu in desktop applications.

Published: November 2000