Frank Nguyen

Comparing the Impact of Electronic Performance Support and Web-Based Training

This paper reports on a study conducted to examine the effect of an electronic performance support system (EPSS) and web-based training (WBT) on user performance and attitudes, use of EPSS, and time on task. Employees from several different multi-national companies completed a tax preparation procedure using an EPSS, a WBT course, or a combination of the two interventions. Findings revealed performance scores for participants receiving the EPSS-only and those receiving EPSS and WBT were significantly higher than scores for participants who received the WBT-only. Attitudes for the two groups receiving performance support were also significantly higher than attitudes for the training-only condition. Results also indicated a positive correlation between performance and use of the EPSS. Findings further showed that WBT-only users spent significantly more time completing the task than their counterparts in other treatment groups leading to a negative correlation between time on task and performance. Implications for the design and implementation of electronic performance support and web-based training interventions are provided.