Glossary
Moments of need
What are the moments of need?
Moments of need are the points at which people need help to do their work. The 5 Moments of Need framework, from Conrad Gottfredson and Bob Mosher, names five: learning something new, learning more, applying it, solving a problem and adapting to change.
Also called: 5 Moments of Need
Why it matters
Traditional training focuses on the first two. The other three happen in the middle of the work, which is where help inside the app, from a guide, a colleague or an on-screen assistant, can reach people.
Example
A deal desk analyst meets a three-year renewal with Net 60 payment terms for the first time in months. She needs the rule now, inside the CRM, not at next quarter’s training.