Using job support tools to increase workgroup performance

Purpose – To assess and share the experiences of users of a new generation of practical and knowledge‐based job support tools. Design/methodology/approach – To illustrate distinguishing features of job support tools and the use of multi‐media capabilities with examples of sales support tools. Findings – The tools mentioned and other similar tools examined by the underpinning research programme have had a very significant and beneficial impact on performance. Practical implications – Job support tools can make it easier for important work groups to undertake complex tasks. The essence of the greater success of superstar performers can be captured and shared by means of support tools that can be constructed to encourage adoption, build understanding with each use and change behaviours with benefits for both people and organisations. Originality/value – Shares the experiences of early adopters and draws practical lessons from them.