Five Moments of Learning Need and Performance Support
Designed by Dr. Conrad Gottfredson, a leading expert on performance support, the Five Moments of Need© is a framework that posits that there are five primary moments of need employees face in the learning and performance life cycle. The Five Moments of Need© are parsed into two phases.
Acquisition of Knowledge
The first and second Moments of Need are aligned with the more traditional modes of learning and training.
1.When Learning for the First Time
2.When Wanting to Learn More
Application of Knowledge
The remaining three Moments of Need are directly aligned with performance support.
3. When Trying to Apply and/or Remember
4. When Something Goes Wrong
5. When Something Changes
Watch the video about 5 moments of learning need from Bob and Con.
Definition of PS :
“An orchestrated set of technology-enabled services that provide on-demand access to integrated information, guidance, advice, assistance, training, and tools to enable high-level job performance with a minimum of support from other people.”
Performance Support (PS) can enhance productivity and performance of workforce, and facilitate contextualized learning embedded in workplace. It can replace traditional training and reduce supporting needs in organizations.
Quinn (2011) describes three types of performance support for mobile (termed “performance augmentation”):
- Media capability – user generated content (using camera, etc.)
- Data and processing ability – calculators, decision trees, etc.
- Communication – ways to connect with other learners.
An important design principle in performance support is to use the principles of performance-centered design; that is, designing the application around the way that mobile performers do their work, not based on the inherent organization of the domain of knowledge used for learning applications.
Mobile performance support and mobile learning are related, but they are not the same. Mobile performance support solutions can be part of a larger mobile learning strategy that may or may not include instruction. Many of the best examples of learning implementations on mobile devices today are actually mobile performance support.
To be successful, what are the attributes that performance support solutions must have ?
- Aligned: To the business need.
- Embedded: In the workflow.
- Contextual: Access by process, roles, and circumstances.
- Just Enough: Support to get the job done.
- Uniform: Across business processes and applications.
- Integrated: With formal learning.
- Trusted: To be correct and current.
Challenge: What’s the essential ingredients of a successful Performance Support according to your experience or investigation?