In this next profile, extracted from The New Learning Architect, we see another fine example of how a learning and development department has been able to break free from the confines of the face-to-face course to provide support for learning across multiple contexts.
Rethinking formal ICT training
Working alongside colleague Kerry Baker, Tiina has transformed ICT training at Bupa. The old model of lengthy, face-to-face, instructor-led courses was failing to appeal to the next generation of learners who Tiina recognised had shorter attention spans.
Tiina, together with her team of experienced trainers, established a new blended training model combining instructor-led training with self-study e-learning and support by telephone and email. A portfolio of learning assets was created, which included ‘above the line’ learning interventions (instructor-led classroom and online classroom) as well as ‘below the line’ (e-learning, email and phone support, with corporate social networking groups). All members of the team were trained to adapt their skills to working in the virtual classroom and they have now devised their own distinct methodology for delivering tight, 1-2 hour sessions. This was accomplished using Bupa’s Saba Centra virtual classroom platform.
The team still delivers some one day, face-to-face courses, but with a shift in emphasis away from simply teaching software applications towards focusing on how those applications can be used to help you work more effectively. A good example would be Bupa’s course on time management using Outlook.
Community and collaboration
Working alongside the new blended learning offering sits a powerful community, collaboration and social media platform called Bupa Live, which is based on Jive SBS software. Bupa Live originated as a business project at the very top of the organisation, with the aim of ‘creating one Bupa’ across the global business. Starting from a small pilot of around 1000 employees, usage grew virally and currently some 10,000 employees are users. Perhaps the most used feature of the system is the discussion forum, although there is a top-down element as well through corporate blogs, news and videos. In addition, Bupa Live supports communication amongst groups, a facility that has been used heavily as the IT community has shifted to a more agile development process.
Bupa Live also acts as a first port of call in Tiina’s strategy for on-demand learning: “We like employees to use this platform, perhaps posing a question to one of the forums. If needs be, employees can ring the IS Service Centre or one of the trainers.” The team also uses Bupa Live for more informal training needs analysis to gather requirements directly from the learner audience.
Bupa Live acts as a valuable repository for more informal learning resources, but direct links can easily be made to Bupa Learn, the Saba-based LMS. As Tiina says, “It’s all about making things easy for our learners.”
Agile course development
Tiina has adopted agile frameworks for her own team’s development projects. Using techniques borrowed from user-centred design, the team created personas of their key target groups and looks to ensure that every aspect of the design supports their needs. For each persona they develop ‘user stories’ which express in the everyday or business language of the user what it is that the user wants to achieve. These stories then form the basis for the modules of the course. The team are able to create courses quicker using a collaborative approach whilst maintaining quality. As Tiina says, “It works!"
In many cases the solution that the team will arrive at will be e-learning, which they produce in house using tools such as Captivate and Lectora. Increasingly the team is looking to create small nuggets no more than 5-15 minutes in length. Production values play second fiddle to simplicity and effectiveness. As Tiina explains, “It doesn’t have to be perfect and polished – it just has to do a good job.”
Tiina is an experienced and forward-thinking learning and development professional with a career in training and consulting that has covered a wide range of business sectors. She brings a strong level of innovation, creativity and passion for learning using a variety of methodologies.
Tiina is currently training manager in the Business Technology Training department at Bupa, an international healthcare group with over 10 million customers in more than 190 countries. The department was set up ten years ago to ensure the quality of ICT skills across Bupa’s diverse workforce. Since Tiina took over the department in 2005, she has overseen some impressive changes.
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