New technologies and performance support

Purpose – This paper aims to discuss the impact new technology has had on performance support. Design/methodology/approach – The paper reports the findings from a five‐year investigation into methods of improving performance in the workplace. Findings – HR applications of performance support offer significant advantages over general initiatives, e‐learning and face‐to‐face approaches to training and mentoring. Creating a shared understanding of HR and other policies, procedures and rules can present particular problems, particularly in diversified organizations when components have different histories and practices. Originality/value – This article draws upon the findings of an investigation, which examined widely adopted approaches to improving performance with a view to identifying the most cost‐effective options. The investigation suggests “new management” is needed, requiring a shift of emphasis from top‐down direction and motivation to the provision of bottom‐up support.