The 5 Moments of Need model and how to use it effectively

The 5 Moments of Need™ methodology is a practical model for achieving higher employee performance. By addressing these "moments of need" when designing and developing learning and development within an organization, you can ensure that knowledge acquisition, retention, and application are improved, which is, of course, the ultimate goal of any learning experience.

The model, developed by Bob Mosher and Conrad Gottfredson, is based on 5 moments when professionals need information and when they learn. The five moments of learning need are:

1. When learning something for the first time
2. When wanting to learn more
3. When trying to apply and/or remember
4. When something goes wrong
5. When things change

Within this approach, learning is linked to employee performance, making the return on investment of learning directly measurable—which is very interesting for organizations and companies!

In this blog, we will tell you how you can shape learning processes for each of the 5 Moments of Need and what you need to keep in mind.

1. When employees learn something for the first time

In this "Moment of Need," it is important for the employee to build a solid foundation of knowledge. This is the phase where they first encounter the concept they are going to learn. For acquiring basic knowledge, an e-learning course (on a platform like Pluvo) that the employee can go through at their own pace can be used very effectively.

It is important that the employee feels at all times that they understand and appreciate why it is important to acquire this knowledge.

You can do this by linking the knowledge directly to daily work practices and making it very concrete. For example, take the employee step-by-step through a (basic) work process that they will likely encounter regularly in their daily work.

This makes it much easier for them to translate theory into practice later on.

2. When employees want to learn more

During this "Moment of Need," it is clear to the employee where they have more to learn. For example, if they have just learned the basics of a work process and know what role they play in it, they will want to delve deeper into what this knowledge specifically means for them in their daily work.

The follow-up to the "foundation" from step 1 does not look the same for everyone; it depends entirely on prior knowledge and the follow-up activities expected of the employee.

A useful way to determine where an employee currently stands and what the next logical step is for them in terms of learning is to measure their knowledge through a survey, conversation, or other check-in moment.

Next, it is determined what the employee will focus on for further study. If there are multiple employees going through the same learning process, they can also be linked together as a group and go through a group program.‍

3. When employees try to remember and apply knowledge

After the employee has built a solid foundation of knowledge, they will likely need handy checklists, reminders, or tools that can be used the moment they are needed.

If it concerns a first-aid course, for example, it is useful to create an infographic for employees that shows exactly the steps to follow in case of resuscitation or evacuation. Or, if an employee is learning how a new Learning Management System works, it is helpful if they have a short checklist with all the steps to log in and find the information they need.

It is important here that the employee has access to this information at all times and that it is truly short, concise, and easy to follow/apply.

4. When something goes wrong

When something goes wrong during learning, the employee naturally doesn't want to feel like they're on their own. That's why you want to reassure the employee at all times that support is available.

At Pluvo, for example, the employee can easily use the chat function to call in help. But this can also be done through Q&As, an online forum, or another form of live chat (WhatsApp support, for example).

If this option isn't available, the employee is probably much more likely to throw in the towel. 

5. When something changes for employees

It can happen that employees are trained in certain policies and procedures at a given point, and that these then change internally. Quite tricky, because it means the employee first has to “unlearn” something before they can add new information in its place.

It's important to emphasize why the policy or procedure has changed and why this change matters to the employee and their daily work. A handy way to test knowledge is, for example, a quiz (make sure employees don't rush through it “quick, quick” and click a, b or c at random, but really have to give a considered answer) or a questionnaire.

If there are discrepancies between the employee's knowledge and the new version of the information, you can give the employee more information and have them practice applying the new policy or procedure in practice.

Applying the 5 Moments of Need in your organization

‍By applying the 5 Moments of Need methodology, you can effectively respond to the different moments when employees need information and support. This model ensures that learning doesn't just happen in the classroom or during formal training, but is integrated into daily work practice. As a result, employees are better supported in their learning process and knowledge can be applied in a more natural and effective way.

Pluvo is happy to help you apply this model in your organization. The combination of our learning platform with our didactic & technical service team makes the learning return in your organization considerably higher! Get in touch with us to discuss the possibilities!