ABSTRACT
This chapter provides a methodology that can be applied to determine the skill and knowledge requirements and use the information to determine the most appropriate methods to enable these skills and knowledge. In order to determine which performance support methods or enabling strategies are most appropriate for ensuring performance, it is necessary to first determine the skills and knowledge required to perform the various user and support personnel tasks. A skill is comprised of knowledge components and skill components. System users and administrative support people need to have the necessary knowledge to accomplish their various tasks. The knowledge of special precautions is very important to successful job performance. Knowledge of the relationships among various factors of the job enables job incumbents to prioritize their activities and, equally important, to re-juggle these priorities when necessary. Role playing typically attempts to simulate the job environment and particularly is appropriate when people interaction is involved.
