Bob Mosher en Conrad Gottfredson beschrijven in hun boek Innovative Performance Support - Strategies and Practices for Learning in the Workflow vijf momenten waarop iemand die aan het werk is of gaat de behoefte heeft om de leren:
The five moments of learning need
In order for a learning ecosystem to be complete, it must support the entire journey performers make from the beginning stages of learning through the full range of challenges that can occur at the moment of Apply - when they are called upon to actually perform.
There are five fundamental moments that make up the full range of Performance Support needs people have in their journey of becoming and remaining competent in their individual and collective work.
The training industry has focused its practice primarily upon the first two moments of need:
(1) New: when people are learning how to do something for the first time
(2) More: when people are expanding the breadth and depth of what they have learned
Documentation teams have historically assumed primary responsibility for providing printed and online help informationi for people to use when they face the third moment of need:
(3) Apply: when they need to act on what they have learned, which includes planning what they will do, rembembering what they may have forgotten, or adapting their performance to a unique situation.
Help desk practices have also assumed a role in supporting people in this third area of need. But their primary work has been to address the fourth moment:
(4) Solve: when problemes aries, or things break or don't work the way they were intended.
Finally, there is a moment of need that few organisations have adressed well:
(5) Change: when people need to learn a new way of doing something that requires them to change skills that are deeply ingrained in their performance practices.
