Performance support is a key area within technical writing often described as “just-in-time” tools. These tools provide the right help at the right time improving productivity and work quality. Yet many of performance support’s most effective deliverables are often overlooked. While how‑to guides, software documentation, and training videos are widely used to educate and train specific tasks, the simpler solutions tend to be forgotten. Ironically, those “simple” tools are often the quickest and most effective way to close a knowledge gap or solve a training challenge.
Most employees aren’t looking for a full training course when they’re under pressure. They simply need a fast, reliable way to get unstuck. That’s why well‑designed quick reference guides (QRGs), checklists, and context-sensitive help continue to hold their value. They remove friction, reduce hesitation, and help people regain confidence in the moment. When organizations invest in these “just in time,” thoughtful tools, they create an environment where employees feel supported and where learning becomes a natural part of daily work rather than a separate event.
When beginning a performance support project, understanding what the user truly needs is essential. That’s the real intent of performance support: creating solutions that help people at the moment they need it. Clients typically come to us with a problem, and from there, we help identify the best solution.
Below are a few examples of performance support that fit today’s workplace needs:
1. Conference Room Set-Up
Situation: Many organizations are updating conference rooms with new furniture and technology. One client needed easy, device‑free instructions accessible in case the digital setup guide failed.
Solution: Two one-page, laminated quick reference guides (QRGs). The first QRG explained how to prepare the room, such as turning on sensor‑based lights and the multi‑purpose whiteboard/monitor. The second QRG provided steps for setting up video conferencing equipment such as laptops, chargers, and microphones.
Location: The room setup QRG was attached on the wall near the light switch for quick visibility. The equipment QRG was attached to the table next to the connection ports so users could reference it while plugging in their devices.
2. Customer Service Procedure
Situation: A new call‑handling system was introduced to a Customer Service department along with some standard documentation provided by the company installing the system. However, the customer service representatives struggled to remember the essential steps for each call. Because they use multiple screens, an online solution fits their working environment well.
Solution: An online, detailed QRG that walked the representatives through the core call‑handling tasks with as-needed system screenshots. It provided enough direction to keep representatives on track without overwhelming them with unnecessary detail.
Location: The QRG was posted on their SharePoint site and kept open on one of their screens for easy access.
3. Grocery Store Item Lookup
Situation: A grocery store cashier struggled to remember International Federation for Produce Standards (IFPS) produce codes that are used during checkout. While common codes like bananas (4011) were familiar, others, such as the avocado code, were not. The client needed a quick way for cashiers to find the correct code without navigating away from the system checkout screen.
Solution: A laminated QRG with produce items listed alphabetically, each with a photo and its IFPS code for fast reference.
Location: The sheet could be posted beside the register or placed just to the side of it. If a second sheet became necessary, it could be positioned next to the first sheet or fastened together to keep the set organized.
Conclusion
Whether these examples are seen as “simple” or “complex” depends on the person’s perspective: user, client, or developer; the challenge they’re facing; and the environment they are in. But when performance support delivers the right information at the right time, there’s nothing simple about it.
Ready to develop those special tools to help your teams be more productive with less frustration? Writing Connections can help you design the performance support tools they can rely on every day. Reach out today by completing our contact form, and let’s build the right tools at the right time for your business.