Last reviewed: 03/09/2021

The 5 Moments of Need is a methodology we use to support learning in the flow of work to improve the support of work performance.

There are 5 moments when people need support to perform their work.

  1. When learning something for the first time.
  2. When seeking to learn more about something.
  3. When trying to apply or remember something or adapt performance to a unique situation.
  4. When attempting to solve a problem or deal with something that has gone wrong.
  5. When something changes that requires a change in how work gets done.

An effective performance strategy requires that we support our staff at each moment of need. 

Enterprise Applications approach to performance support

The approach to designing an effective performance support solution starts with understanding and mapping the workflow where the new skills and knowledge will be applied. 

Identify the processes and tasks that will be performed along with the supporting knowledge that is required. Review Goals, processes, tasks, and competencies  for guidance.

Once this is clarified, we start with creating content/resources for the Apply stage and then the New, More, Solve and Change stages.

In Enterprise Applications, we consider what is required and use the following approaches to support the 5 Moments of Need.

  • New - face-to-face or online learning events
  • More - face-to-face or online learning events
  • Apply - Systems Training Hub comprises the cheat sheets, infographics, step-by-step guides, videos. In system support may exist in certain systems.
  • Solve - FAQs on the Systems Training Hub & the CRM Knowledge base
  • Change - face-to-face or online learning events, or resources on the Systems Training Hub
5 moments of need in UQ Enterprise Applications
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Overview of 5 moments of need

By Bob Mosher and Conrad Gottfredson [1m 37s]

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Train, transfer, sustain

By Bob Mosher and Conrad Gottfredson [11m 07s]

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Interview with Conrad Gottfredson on designing performance support solutions

By The eLearning Guild [11m 20s]

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