The author defines an electronic performance support system (EPSS) as a software environment that provides “a context within which work is done. Everything needed to do the job--information, software, expert advice and guidance, and learning experiences--is integrated and available resulting in improved worker productivity and minimal support and intervention by others.” Since EPSS is just a way of viewing workers as people who need support on the job, a simpler title like “job support system” or “work support system” might have been more appropriate and attracted a larger audience.

The book oversells EPSS, while unfairly understating the importance and benefits of conventional training. Table 2-1, comparing training and EPSS, would certainly invite disagreements from human resources and training professionals on the author’s statements that “Training…occurs in an artificial environment…is static…is not ongoing…. Support is usually not available when the performer returns to the workplace.…” Though the author has painstakingly explained the aspects of EPSS, comprising task logic, knowledge bases, support resources, data, tools, and the user interface, any user of Microsoft Office already has been using almost all these aspects of EPSS without being burdened with these heavy-sounding concepts.

The book consists of three parts, containing 11 chapters. Three chapters composing the first part primarily define and justify EPSS, throwing training in a poor light. The treatment is too simple, occupying more pages than necessary. A preface giving the history of EPSS precedes Part 1.

The second part (two chapters) gives enabling information for management on building an EPSS and the hardware and software environment possibilities. This part is concise and provides the book’s real value.

The third part, comprising six chapters, gives an overview of “ED4” as a process to define, design, develop, and deliver EPSS. This is based on the work done by teams at Digital Equipment in 1993. Though seemingly proprietary in methodology and perhaps intended as the core of the book by the author, this part just manages to give developers of EPSS an idea of the job lying ahead of them. As in Part 1, the pages covered far exceed the intended coverage. The book cannot be used as a developer’s manual in any case, because it does not go into enough depth for EPSS developers. An elaborate index and bibliographical references at the ends of the chapters are included.

The book is rather lengthy. Some of the figures seem to be a waste of costly space, and in fact reduce the impact of the author’s efforts to convey EPSS as a serious concept. Along with the excellent composition and layout of the book, however, all the figures and tables make the reading light and smooth, even for non-IT top managers, for whom this book is most appropriate. For EPSS developers it is, at best, initial reading.

Read this book if you want to prepare an impressive presentation for your management to sell the idea of going ahead with EPSS. If you are a top manager yourself, Part 2 is of particular interest.