L&D in an uncertain future

good afternoon everyone I'm going to get started firstly just say that I hope
0:20
that you and your families are well I'm Katie Jacobs from the CIPD and welcome
0:26
back to our coronavirus series of webinars and in this session we're going to be exploring something a little bit
0:32
different to what we've done in the past we're going to be looking at the impact the coronavirus is having on learning
0:37
and development and what the future looks like for the profession and function and joining me to discuss this
0:44
and share their insights and their stories free bonafide lmd experts we've
0:49
got Andy Lancaster my colleague head of learning at the CIPD and author of the award-winning book
0:54
driving performance through learning we're joined by Sarah linsdale global chief learning strategist at PwC and
1:02
Jenny McCulloch head of learning experience design at BBC Academy thank
1:07
you so much for joining us today all of you as ever I'm just going to run through some very quick housekeeping
1:13
first up to remind you that the session is being recorded it will be available
1:18
on demand by the webinar section of the CIPD website and a reminder that you can find access to all of our previous
1:25
webinars there and sign up for future sessions to flag that on Friday we're having a session looking at the
1:31
psychological impact of this crisis and the next Tuesday it's Tuesday cos it's after the bank holiday we'll be looking at the results
1:39
of our UK work and working life survey which was revealing how people feel about work right now secondly a reminder
1:46
that if you want to submit questions and I really encourage you to ask questions
1:51
during this because that's where I think a lot of the really great content comes from could I ask you to please use the
1:57
Q&A tab which you can see at the bottom of your screen please don't use the chat box for questions for legal advice
2:03
a reminder that CIPD members can call our HR inform helpline it's available 24/7 and you'll get an individual
2:10
response and a reminder that we're updating the f8 using our resources on our website all
2:15
the time head to the CIPD coronavirus hunt for more and finally I'm just gonna
2:21
flag on you well-being hub and helpline that's available to our members in the UK and Ireland together with
2:27
award-winning workplace well-being provider health assured we are now providing CID members with free help and
2:34
support 24/7 365 days a year it's a service by which you can access
2:39
telephone or online consultations with qualified therapists members can access
2:44
the phone number and the online services by the membership benefits webpage and you'll see a slide on that at the end of
2:50
the session so on with the show today we know the organisations have had to
2:56
respond rapidly to the impact of the pandemic changing how and where they operate as well as reconsidering the
3:02
services that they offer that means that many organisations have had to redeploy up skill or Reese killed staff quickly
3:10
while individuals have seen a dramatic shift in how and often where they work
3:15
organisations that have used the job retention scheme have also had to think about how they're supporting furloughed
3:20
workers so what impact has all of this had on how organisations deliver learning and what impact will it
3:27
continue to have given that it looks like we won't be returning to any semblance of normality anytime soon
3:33
that's what we're going to talk about today I'll just take you through our rying order first up Andy is going to
3:39
explore how Co mid-nineteen has impacted the learning landscape and talk about how lmd professionals can best adapt
3:45
Sarah will then talk about how the pandemic could shape how we design and deliver learning in the future and share
3:51
a bit of insight into how it's impacted her work at PwC and then Jenny will share how the situation's impacted
3:58
learning at the BBC and what they're doing to adapt and then we'll go into questions but before Andy kicks off
4:05
we're trying something a little bit new we're doing a poll we're bringing a little bit of innovation into this one
4:10
so could I ask you to answer the question that you should be able to see on your screen at the moment I'll just
4:16
read it out as well to what extent has Co mid-nineteen challenged how you facilitate learning in your context and
4:21
think about future solutions has it challenged your existing and future learning approaches significant
4:27
has it challenged them to some extent as it not really challenged your existing and future learning approaches has it
4:34
been actually learning as usual so if I could ask you to fill that in
4:40
you and I'm gonna hand over to Andy to go
4:50
through his slides and also hopefully because I don't know how this works reveal the results to that poll thanks
4:56
Andy okay guys so fantastic to have you
5:02
with us and glad you could join us on this particular session so I think Danielle you're gonna have to publish
5:08
because you're the master of control here on in terms of what we're doing in
5:13
terms of the poll so I think you'll need to just give us a few on what's going on there so can you give us a can you can
5:19
you cut to those and give us the give us the results from that one
5:32
okay so we're having one or two issues there so there we go there we go okay so
5:40
that's kind of cool so you can see there on the results there you can see that
5:45
yeah over half 56% are recognizing that this has been incredibly challenging for
5:50
us and I think that would be the the case versus CIPD as well that we're seeing this has been fundamental to how
5:56
we've been thinking about delivering learning and only about 2% of those on
6:01
the session here actually can say learning as pin as usual which i think is really interesting as we unpack this
6:07
in the next few minutes with myself Sarah and Jenny with questions we'll see that those of you who are experiencing
6:13
learning as normal probably have made a massive step forward in how you're delivering your learning so that's really helpful to look at that so yes
6:20
for most of us in the earn the profession this has been really quite significant in terms of our practices
6:25
going so I've got one or two glitches
6:32
here too it's just in terms of right there we go fantastic so that's really helpful so he goes but one or two things
6:38
going on who've got lots of screens open here and lots of slide decks so I just wanted to talk a little bit initially about a crisis and the fact that
6:45
pressure actually sometimes drives transformation so if you think about a common pencil and you think about
6:52
diamonds those two things are so vastly different and yet they have the same chemical composition so lead and
6:59
diamonds are very similar but you know in terms of their chemical background but what the one thing that's made them
7:05
very different is that diamonds have been under immense pressure which actually kind of transforms their structure and makes very valuable and
7:12
very resilient and what we're seeing in terms of a crisis is that often the
7:17
pressure is the one thing that can drive transformation so just in a few minutes I just want to share how we're seeing
7:24
this is a real opportunity for L&D teams to transform things because of the pressures they're facing and I think it
7:31
was Plato who said necessity is the mother of invention in other words sometimes when we're forced into really challenging
7:36
circumstances that's when we can kind of get really creative so those are the kind of you know the circumstances we
7:43
find ourselves in and I wanna share just a few thoughts around organizational learning what we're finding and seeing in organizations
7:50
during covert nineteen is that this requires a very new foundation which I think points to the future of learning I
7:56
know Sarah and Jenny will be sharing some thoughts from PwC in BBC but what
8:02
we're seeing is this is a time for transformation and a new foundation for us and I've just got four very quick
8:07
things just to share with you in terms of how we see how BBC things are changing and it fits around prioritizing
8:13
learning how we're thinking about digitizing learning gonna do a little bit around the whole socialization of
8:18
learning and particularly one end by thinking about how we actually humanize learning and those four things are
8:24
really important in terms of the the structure and the way we're thinking about learning now Daniel I'm got one or
8:31
two issues just with menus here so I think you it might be easy for you just to move the slides on for me I've yeah
8:37
I'm struggling a little bit to be able to move those slides on so if you could take control of the screen that would be
8:44
really helpful
8:56
so thank you Daniel that's perfect so one thing we're noticing with many organizations that you in Co vid 19 this
9:02
is not just a planked taking our existing stock of face-to-face training and actually just dumping this into
9:09
online formats it's it's not the way that we should be thinking around this in fact it's a far more profound and
9:14
transformational opportunity so organizations that we see a really innovating in their learning and not just thinking we take our face-to-face
9:20
catalog and we just drop that into an online format but thinking about a more
9:25
profound way of approaching their learning so yeah next slide Daniel be really perfect so this is a challenge of
9:31
moving from familiar face to face surroundings to digital environments and we did a piece of research last year
9:37
around professionalizing learning development what was really interesting in that piece of research was that the
9:43
expectations of both learners and particularly senior leaders is that face to face is the most comfortable place
9:49
for us to have our you know our learning experiences and often the thing that's blocking or the biggest blocker for
9:56
innovation is the expectation of leads and learners about we want to have a face to face environment and quite
10:02
clearly covered 19 has forced this movement from face to face traditional environment so next slide so just gonna
10:11
think about prioritizing and I want you just to think as I go through these just few slides here think about your own
10:16
priorities because I'm going to drop a reflective question in the end this is now about in covert 19 circumstances
10:22
about the real priorities for the organization so next slide what we're
10:28
seeing is organizations that have done really well during this season have really focused in that laser focus on
10:34
exactly what's needed to support the organization in business and to this slide what I've got on the left hand
10:39
side is it really in many cases has been the the props that have enabled the the organizational business to actually
10:46
continue not only to survive but to thrive so what we're seeing in learning and development is a real focus on what
10:52
is a crucial solutions that are needed and to that end we have to listen very carefully to our stakeholders and to our
10:59
senior leaders so it's moving us and we know this has been happening in learning development it's moving us very much
11:04
towards a we'll focus on consulting conversations to think about what is required and for
11:11
many organizations that shifted massively in the last few weeks during this kind of crisis next slide so it
11:18
Singh organizations are having to respond far more responsive design far more responsive Lee where as you know
11:23
sometimes it's taken us weeks or months to design things in this environment now in many cases we're designing things
11:29
each day in order to support the organization and that means we've got to get far more around propositions which
11:36
work they can't be perfect I might like a chocolate biscuit but I've gotta have a plain biscuit right now because we
11:41
have to create things which are in time for the business to use and that's a very different very different kind of
11:48
response for many learning departments okay next slide so this means we've got
11:53
a repurpose and curate far more so this is about taking content which might be our own content or other people's
11:59
content and really thinking about not reinventing the wheel but how do we repurpose things quite quickly and to
12:05
the extent it's worth just asking the question where do you find great content there are so many sources of this so to
12:11
be reactive and responsive in there in this kind of circumstance as it is about repurposing learning next slide
12:17
it's a reflective question thinking about what lnd teams are doing right now the art the question is what is the key
12:24
business critical need in your context and we've got to ask those questions because the likelihood is they'll be
12:29
very different from some of the things that we've been doing previously we might have management development programs all these kind of things going
12:34
on but right now we may be needed to folk on digital skills as things that are going to power the business so
12:40
that's kind of prioritizing so the next slide will just take us on to thinking about digitizing and I mentioned that
12:46
this is not just about taking a catalogue of face-to-face learning and just trying to ditch this into a digital
12:51
environment there's far more creative opportunities for us so next slide so
12:56
technology it's the heart of overcoming the pandemic one thing we've noticed in the broader setting is that technology
13:03
solutions are really important in how we address and approach the pandemic so we even think seeing things like tracking
13:08
apps now which are gonna all being well provide us with support and you know in how we manage the pandemic so it should
13:15
be no surprise that technology should be at the heart of how learning addresses the pandemic
13:20
so next slide just kind of shows that organizations have had to really think and invest and upgrade their digital
13:26
infrastructure this has caught many organizations out who maybe had great plans for where their technology was
13:32
going but have now found particularly in the learning environment that maybe it's just not where it needs to be so one
13:38
thing we are noticing that many learning departments and organizations are really thinking about how they upgrade and how
13:44
they leverage in a different way into one extent this is exactly what we're doing here we're gathering together in a
13:49
zoom environment in order to to share some thinking next slide so this is
13:57
around learning ecosystems and environments I know Sarah and Jenny will probably will be able to mention how
14:03
this is specifically working for them but what we're seeing is learning digital learning is not seen as a separate entity anymore what we're
14:09
seeing is is it's a direct part of what we're doing and we produced a learning culture support fairly recently which
14:14
looked at a whole thing of how we need to create great environments for learning so this is an error' brilliant
14:20
opportunity for us as learning professionals to understand that digital is at the heart of the learning ecosystem and that if it hasn't been the
14:27
case already that isn't going to change so next slide so one thing we've just
14:33
been looking at is what the brilliant digital learning solutions look like and it's not the traditional old LMS or elearning what we're now looking is that
14:40
flexible accessible collaborative learning opportunities tailored which
14:45
provide brilliant content to suit your particular circumstances and which drive performance and again yep just throwing
14:52
it in is something we found in doing the research for the book we found that learning solutions now which are doing
14:57
really well have these attributes around them and you can probably think about your digital music or your the way you
15:03
view films now it's a very different scenario from our traditions so next slide so we need to really be thinking
15:08
around how do we build those kind of things together so what the check that
15:14
the challenges and opportunities that you have around digital learning so it's thinking a little bit around what your
15:20
learner's may what devices they might be using we're finding that for the webinars we're delivering some people
15:25
are using those on laptops PCs but some people are using them on mobile phones and designing for particular digital
15:32
streams is really important to think how they work so the third thing is just thinking around next slide the third thing is
15:37
thinking around a little bit around socializing how we socialize learning so next slide so we need to think about
15:43
connection so already we've got Katie and Jenny and Sarah and I connecting for various places and all of you guys
15:48
joining us so Kovach 19 is quite clearly forces us into new ways of social connection be that through webinars or
15:54
digital classrooms and this is the case with learning so next slide begins to unpack that what we know is that social
16:02
learning is a very natural approach it's something we did in our past in ancient history people learn in social
16:07
communities and people learnt their trades through social interaction and we know children learn particularly well
16:13
doing social learning connections so what we're seeing is that it's a really crucial thing that in the learning in
16:18
kovat 19 and the future that how we connect people in learning groups is really important so next slide Daniel so
16:27
some research we did with towards maturity fairly recently found that organizations that are making
16:33
intentionally making time for social learning are finding great benefits from those econo flexibilities so
16:39
organizations that it's not that we do this kind of just because we have to but that intention now we're really thinking
16:45
about socialized learning as an important way in connecting people in learning next slide so I just would
16:52
throw out to you what learning networks or communities do you value so for me obviously I'm part of see CIPD but we
16:58
have LinkedIn we have Twitter we have many social networks so learning for many of us now is a social in
17:03
environment and we need to think of our organizations can we best support that so next slide so just to say the most
17:11
fruitful Gardeners are those that are cultivated they are looked after and what we find with many organizations who
17:17
aspire for social learning are finding that it's not just a simple thing of dumping a forum up but understanding
17:22
that we have to manage these things and a great example from NASA who put a thing called space book up which
17:28
actually failed because they didn't have seen him leader buy-in they didn't train the people they didn't resource it
17:33
brilliantly well so we know that if you want to aspire to use social communities we've really got to think through about
17:38
how we support and cultivate those next slide
17:44
so just a reflective question on this third point if you're using online communities it's really thinking about
17:50
your plan to support these communities how can you really get around these communities and to make these happen
17:56
they just don't function brilliantly well if they left their own devices and the last thing just to kind of pick up
18:01
on is humanizing learning this is a really interesting time I'm right now broadcasting from my front room at home
18:08
and suspect is the same for others we are a very different work situation to that which most of us work in we really
18:14
got to think about the human dynamics of designing learning so next slide many of
18:19
us now are not only learning in the flow of work but we're learning in the flow of light if we might have family at home I delivered a session the other day and
18:26
someone had a dog on their lap you know quite bizarre this is the nature of learning is right now so we've really
18:31
got to think about the human aspects of enabling people to learn in the flow of their new lives so the next slide just
18:39
kind of highlights that human centered learning design is really important for us and this is something we're seeing
18:44
that many learning organizations are now really focusing on it's understanding what the learner needs not what the
18:50
organization is he wants to deliver so just Danya you can click on two three times here this goes to the four the three
18:56
boxes some work my I do shows that empathizing with learners is really
19:02
important so we need to understand what our learners are actually dealing with as the starting point and that's the
19:08
point where we then can come up with great ideas understanding what their circumstances might be and the next if
19:13
you click again Danielle it's then about implementation where it's often the organization tends to think what the organization needs but now we need to
19:20
turn this on this head and really think about human centered design and what I learners need so just the kind of round
19:25
off before I head and Pastor Sarah this is really thinking about how do we involve learners to really shape
19:32
solutions for folks right now working at home or working remotely how do we design in ways that really support their
19:38
learning so Speight just to kind of finish off it is uncertain where we're going but you know what I think it's
19:43
going to change L&D for the better I think if we focus on prioritizing what our organizations really need not just our
19:50
stock courses if we think about not just dumping things into digital but think about great opportunities for darling
19:56
designing great digital learning it's about supporting communities and connecting people together and it's also thinking about
20:02
the human aspects of learning design I think we're then in a really better position to think about not only
20:07
addressing learning and innovating learning in a covert nineteen scenario but also where learning is going and I
20:13
guess our premise that CIPD is we think these four things are going to underpin great future learning so that's kind of
20:19
my intro and I'm now going to pass to Sarah to give some some thoughts from from PwC so massive thanks Sarah for
20:26
joining set of your amazingly busy schedule as well but I know this had a massive impact on what you're doing at
20:32
PwC so just to pass to you from that kind of rope now just to get some some thoughts from you yeah thanks Andy I thought what I'd do
20:38
is first of all just share luck as a global L&D function we're supporting
20:45
along with the territories 350,000 employees in PwC to give some context in
20:53
the UK firm alone we went from having everybody based in offices and obviously
20:58
some people working at home and client sites etc to supporting 20,000 people
21:03
working at home overnight so your comment on having that infrastructure ready to go you know did that stand up
21:10
yes it's standing up brilliantly hopefully that will continue throughout this presentation but you know it's
21:15
really interesting in the things that we are having to do as L&D professionals to
21:21
think about the future but at the same times of pivot and respond to what's going on right this very second so I
21:27
thought I'd share some quick sort of stuff about what we've done in learning and development over the past whoa what
21:35
feels like a year but only a couple of months to sort of respond to this so when all of this really started sort of
21:44
gathering pace I was sitting at home one weekend and I thought you know what we have got to start thinking about how
21:50
we're going to respond to this because you could see where everything was tracking so I knew that we had to act
21:56
quickly in order to support our lndeed professionals and people around the globe so on the Monday morning I came in
22:01
and put together like a Rapid Response task force and I had three goals so to
22:08
help our learners be able to find what they needed to know Klee in order for them to be as
22:15
productive as possible when this shutdown happened to help L&D teams
22:21
around the world figure out how to pivot from face to face to digital and then to
22:26
leverage all of our learning data for insight so what could we learn ourselves from what we were seeing in front of us
22:31
but then also to help our leadership so within sort of 72 hours we had the page
22:38
that you see on the right-hand side here on working virtually set up and what we
22:44
did was we use this first and foremost to help people find stuff on learning
22:51
very quickly and we really thought about what it was that people actually needed in that first sort of like few days and
22:59
it was really things like how do I work effectively from home how do I manage to do meetings how do I you know set up a
23:08
virtual team if I've never had to set up a virtual team before so this page was
23:14
up there within 72 hours which coincided then with people starting to work from home and we have constantly refreshed
23:23
this as the weeks have gone on and changed its focus slightly to respond to
23:28
exactly what is needed at the week that we find ourselves in so if you can go to
23:34
the next slide for me please so obviously how we did that we have really
23:39
concentrated on looking at what we've got we have got fabulous content within PwC and that is internally developed
23:48
content but also external content that we had from you know a variety of
23:54
different suppliers so what we actually did was really up to a curation function
23:59
which we're lucky enough to have within PwC so we curated new playlists and
24:05
compositions of content based on the challenges that we saw in front of us at that particular point in time and then
24:12
we kept refreshing that content with what was coming from different parts of the business so suddenly you saw a whole
24:18
load of content coming out from the Google team because we're a Google Enterprise client around you know how to
24:24
create effective meetings how to use chat so what we did
24:31
was we actually started populating other content into our system to make that available and we also saw this
24:39
tremendous uptake in posting user-generated content as well that's
24:45
one of the trends that we've really seen so the last thing we did was actually implement a new co vid 19 filter in our
24:52
learning system which then allowed everybody to be able to tag stuff specifically for co vid and then that
24:58
would sort of flag up within our system as well so we really thought about it from all angles you know what L&D needed
25:05
what people needed themselves and our learners and then how we could sort of use our data to inform us so if you go
25:12
on to the next slide for us so the next thing that we did is in terms of helping
25:19
L&D was we created a community of interest to connect those people that wanted to convert multi-day face-to-face
25:26
events to a virtual format so we've done that in multiple different ways we've shared all of the best practice we've
25:33
collected best practice from territories and people who are spinning up totally new ways of doing things so for example
25:40
in Australia they created this brand new onboarding program and they use some
25:46
really innovative ways of tying together some simple tools and so we we shared
25:53
all of that across a network and then we also put together almost like a
26:00
clearinghouse of where people had resources like maybe you had a whole
26:05
team of people who were able to produce fantastic WebEx sessions and we put
26:11
different people in content in contact with people who are needing that right
26:16
so if somebody was trying to host an event but they didn't have any decent producers could we link those people up
26:23
so that we could rapidly respond and we're doing that and this group is meeting on a weekly basis at the moment
26:29
and the reason why we wanted to put that together was to be able to really just
26:34
make sure that people were using their time really smartly right most of us around
26:40
the network are all trying to solve the same problem so let's solve that once and share it it's really complicated
26:48
work at the moment you know we're all working in environments where we've got you know we might be homeschooling
26:53
children we might be working in an environment in our home where we've got
26:59
lots of people around us that we wouldn't normally have or we might be flat sharing and working with four other
27:05
people from different organizations around a kitchen table type of things so it was really about making people be
27:13
able to think about that from an L&D perspective when they were building these new environments and facilitating
27:19
all this best practice and then the other thing we did was we run a Learning Academy for all of our L&D professionals
27:26
globally and we really did a very quick skill build and refresh of that so we as
27:32
you can see on the screen we ran eight sessions of designing on a dime so being able to just create engaging vc designs
27:41
we ran WebEx refreshers we ran little tiny skill sessions on how to create
27:47
successful breakout rooms how to do virtual facilitation skills and we're continuing all of that at the moment as
27:53
well so we're polling our lnd people continually to find out what sort of
27:59
stuff that they want and then that we can rapidly create content around to help and support them so then the third
28:06
thing that we were looking at was how do we use our data to inform what we are doing and for the first time in this of
28:14
crisis situation we have had the most astonishing amount of available learning
28:19
data to us because we put a data analytic system in for learning a couple of years ago which is really coming into
28:26
its own at the moment so we are using search data to understand in real time
28:31
what learners are looking for and against that we've curated or changed or promoted our content accordingly and if
28:39
you don't have that sort of learning data to fall back on you can do that by
28:45
polling your business by polling your people there's multiple different ways to get some of this data in that you
28:52
start reacting to so we've been able to look at our data and look at territories
28:58
that were early on in the crisis and see what people were searching for and then being able to promote some of that
29:06
content Ford as the sort of virus went around the world so we've been really
29:11
looking at that data and seeing what is and enabled us to be able to do and then
29:17
we've looked at like rapid changes in learning behavior in near real-time so
29:23
we've been able to look at data that we had in February and March see spikes
29:28
we've been able to see the trends across where our different lines of service and
29:33
people in different business units are accessing training and then we've also which i think is really fantastic for
29:39
our leadership is we developed a covert 19 tracker for territories so they're able to go in and they're able to see
29:45
all of this data that's generated from them and then we've helped them with a series of questions to help them
29:52
interpret that data and what that means to them in their particular territory and where they are in this sort of
29:58
response at a particular time and on the right hand side you can see some of
30:04
those graphs has been absolutely fascinating for us because we've been able to see by also by business unit
30:11
which people are accessing learning more and where that's tailing off and really
30:16
understand the sort of stuff that they're looking for and that's enabled us to have the most on point curation
30:22
policy as well and really be able to supplement stuff so where we've seen
30:28
that we've got people searching for data or searching for a particular search
30:33
term we've actually been then being able to go okay so what content do we have
30:39
that matches that is it we've only got one piece of content or do we have 29
30:44
pieces of content and which one is the best that we want these people to be looking at at that particular time so
30:50
it's enabled us either to see holes and gaps in our content and then plug that or be able to promote the most relevant
30:56
piece of content that we think they should be looking at from a PwC comms
31:02
perspective for us it's been fascinating to see like
31:08
our data in action and I'm really calling it like a real-time benefits
31:15
realization of learning data and what you can do with it so it's been really
31:20
super interesting for us and we're learning so much ourselves on that so that's what we've done and that's how
31:25
we're sort of moving through our response to help our learners help our
31:31
L&T professionals and looking at our data to inform that sort of stuff so if you go into the next slide you know then
31:38
I'm sitting here thinking okay so what's next so we've got all this stuff that we need to support on a daily basis and we
31:44
need to change our content and we need to help our territories but I've got a gazillion and one questions in my mind
31:50
that are spinning around at the moment of - what's next so what's the impact on
31:55
learning culture I was really interested when auntie broke down you know learning in the flow of work and life and laughs
32:02
I'm gonna use that one because I've been sitting here saying what does it mean to learning in the flow of work more
32:09
importantly what does it mean to on-the-job learning when you might not be an environment where you would
32:15
normally learning from others or from your peers you know how do we need to adapt to be able to consider all of
32:21
those things how do we best serve our business in this in this time how do we
32:27
make every dollar count I don't know about you but I think a lot of people are looking at their budgets looking at
32:33
what's going forward next year thinking about where they want to put their training budget for instance so how do
32:40
you make every dollar count what's the impact on our learning culture going to
32:45
be how do we need to change that what do we need to promote will we ever be in a classroom again in the same way that we
32:52
were only you know four or five months ago the other thing I've been thinking
32:57
about is our our tools fit for purpose we have got a fantastic learning ecosystem at PwC but now we're thinking
33:04
about how do we deliver different types of events virtually and what around new learning blueprints and we've got the
33:10
right tools have we got everything we need to have really engaging
33:15
conversation great sort of facilitated event over a
33:23
period of time so we're looking at all of that at the moment as well and then
33:28
we're also sort of looking at how we measure learning now so how do we measure the impact of learning now the
33:33
majority of that is going to be online and then what are the new skills and how do we develop those for our people you
33:42
know other things that are sort of really top of mind for me at the moment is things like how do we keep track of
33:50
things that we might have had on our learning plan for the next 12 months that we might need to do completely
33:58
differently so you might have had a learning need that you were going to recognize in two or three different ways and you might only be thinking about oh
34:05
well we'll just do the technical training online you know how do you then
34:10
think about wrapping those other skills that you're leaving on the table and putting those into a virtual environment
34:16
as well so that really for me is like a real quick run-through of how we've responded and then all the questions
34:22
that are sort of keeping me up at night thank you very much Sarah sounds like you're not getting very much sleep all of those fascinating questions
34:29
buzzing around your brain the whole time and we've had some really great thoughtful questions come in so I'm do keep them coming but before we get to
34:35
that I'm gonna hand over to Jenny who's gonna give us a quick case study on how everything's been working at BBC thanks
34:42
Jenny hello I don't have any slides because this morning I've been busy yeah teaching Spanish to my daughter and
34:49
helping my son with his physics in this new jewel world that I live in so I'm going to talk a bit about the BBC I'm
34:56
going to take it from two perspectives because there's such a diverse organization and the pandemic is affecting us very differently in both
35:03
areas so if you look at news the biggest challenge for us really is how we operate at a time when there's an
35:09
absolutely colossal colossal demand for our services so much so that just overnight web browsers on the news pages
35:16
went up from 45 million browsers to 84 million overnight there was an overnight
35:23
increase in viewers to news of about 64 so to 80 percent depending on what time
35:28
of day you were tuning into the news and we had a newsroom that was designed for four-hour-a-day rolling news built
35:35
around hot desks built around you know people being physically located together
35:40
so um news in itself has been that balance of how do you keep this function
35:47
that we all need that the public are dependent on the BBC to deliver in an
35:53
environment where we're just not set up to do to do that equally you know the hubs in London we've had a lot of
35:59
illness in London so how do you balance that stuff on the flip side to that we've got the non news and though we
36:07
can't film any dramas anymore we've got production staff at home with without work that they can be doing we can't
36:14
film any programs that rely on studio audiences so we've got no chat shows no comedy
36:19
we've got no live sport you know this is an Olympic and summer so that's a huge
36:25
amount of TV output that's just disappeared overnight on the plus side
36:30
though we've got the iPlayer which is just booming he knows the viewers are staggering normal people killing eve BBC
36:38
sounds is thriving podcasters the new listen again and our operational functions much like i'd say oh you know
36:44
overnight about 20,000 people were working from home and actually some of
36:50
our functions are working better from home or as well from home as they have been at work one of those i can you know
36:56
our HR service center are working phenomenally well being based at home so
37:02
it's meant that as an organization we need to be more agile but we also need to be more creative so from only
37:09
learning and development perspective it's been quite a challenge because we've got this emerging immediate need
37:15
and like PwC within within hours of the
37:21
announcement being made of to work from home we had available on a website a
37:27
collection of resources that supported people in that moment of need how do I work from home how do I manage my team
37:33
effectively from home how do I manage my well-being during this time so we had those resources curated from what we had
37:39
already and the BBC Academy itself is in the process of the transformation so
37:45
we're eighteen months and we've done a lot thinking about the future of learning and my whole role is about user centered
37:52
design you know that is the key to what we do at BBC Academy now it's about our learners first we no longer take orders
37:58
and we actually turn turn the mirror background on the on the stakeholders and say actually what is it that you
38:04
want as an outcome what do you want your people to be doing differently so we spent 18 months and not just moving
38:12
classroom courses online but actually taking that curricula what we're delivering on the classroom course and
38:18
looking at how we deliver it through a more interesting and engaging program of continuous development that aids that
38:24
flowing in the point of work or life so people you know we're a 24-hour operations that people want to dig in
38:30
when they have that moment of need not booked onto a classroom course and wait for a date and fly over from France to
38:38
do it so that's sort of the context so for us we were quite ready we were quite
38:44
ready for this and actually we've been battling against a business to say this is the way this is the new new this is
38:50
the new the new normal wasn't all of them but this is the way L&D is this is the future of L&D and we're still how
38:57
all but I need people in classroom courses because I want to take them off my list to say that they've been in the learnings been done so we've been doing
39:04
a lot of lobbying around the business and to get people to understand that learning happens through the transfer of
39:10
knowledge over a period of time not cheap tips in an online or or classroom
39:15
way so we were quite well set up so as soon as pandemic hit we we worked with
39:21
security creation of content for those well-being and working from home perspectives then we looked very quickly
39:28
at what news needed so we have lots of people in the business that were in in production that were not able to produce
39:35
but had skills that could support the news team so we looked at how weary skilled and up skilled people with some
39:41
of the author's putting together curated and pathways of content that people could use just to sort of dust off some
39:47
of those rusty skills so that we had a pool of people that news could could lean on so and things like portable news
39:55
gathering which is what we call filming on a mobile phone and we ran master classes on those hour
40:01
after hour after hour about three or four days so that people had that filming and so that was our first
40:07
priority second to that I just caught in my eye our delivery vans just arrived
40:13
second to that and we were looking at our training training team we've been
40:20
looking at how we develop them over the past 18 months so we've been running over that time a series of a weekly
40:27
series of development programs on everything and anything to do with with learning so from human centered design
40:33
to blended learning to the tools that you can use to thinking differently about how you develop your your
40:40
portfolios and your curriculum learning so we very quickly knew that we'd have
40:45
people who work who were sort of stuck in our Lagarde phase I suppose that was frightened to come out of the classroom
40:50
we reran master classes much like PwC looking at how do you make the most of
40:57
an online learning environment how do you supplement that with with other bits and pieces of digital learning that
41:03
could come out how do you make an online environment engaging because we've been doing everything from webinars to for
41:10
500 people to very small workshops which are more discursive and allow us to have
41:15
a deep discussion and conversation so that was the second phase just getting
41:20
our trainers really reinvigorated and up to date again then our third phase which
41:25
which we really sort of into now or have been over the last three or four weeks was to look at how we support our
41:32
production colleagues and also freelancers that are generally worked for the BBC who are just out there on a
41:38
limb how do we work with them to give them something interesting and thoughtful that they could take away and
41:44
help develop their thinking to take back into the production world as and when that kicks off again so we've been
41:50
running much like the CBC PCI PD we've been running twice weekly webinars
41:56
called lockdown learning and they're based on and production so we've been
42:01
looking at master classes and storytelling we've been looking at one-off sessions where someone like
42:08
they're producing from killing Eve might come and talk about how they did the scene or how the story came about how it unfolded and that's become so popular
42:16
that we're getting requests from all over the business now saying well actually our design and engineering colleagues was like some information
42:22
news colleagues would like some information our HR colleagues would like to do some more of this so we've created
42:28
this environment where learning is happening and they're only hour-long
42:33
sessions we put like CIPD as well we put them as watch again but we put them with
42:41
a lot of connecting content so there's a curated set of content that goes with that that session that we have and we've
42:47
been connecting that out to the there's a Federation of entertainment unions who
42:53
represent all the unions that work in broadcast circles that those members can come and join us so we've had to adapt
43:01
we had to be the agile but we've been quite ready for it and I think what this
43:07
is the what pandemics meant for us as a function is we still had a little bit of
43:13
creep dragging the heels of do we really want to change in some of our training
43:18
areas and it's meant and and also I think there's a real BBC thing of
43:23
everything that we do has to be super high-quality and if it's not super high-quality we're not doing it and
43:30
we've had to get over that we've had to get over ourselves and actually say let's try something let's try something
43:35
let's learn from it let's understand what worked what didn't work let's pivot it and iterate it and do it again and
43:42
actually we've had some fantastic feedback and I wish that we had the data that Sarah's got at PwC we don't but we
43:49
have a brilliant benefit as we're just about to start the implementation project for a new learning experience platform and everything that we're
43:56
learning now we can feed into that and take that in a different direction to what we thought it might go in so that
44:01
whole prioritize digitize socialise humanizes absolutely playing out at the
44:06
BBC and and I think in many ways our L&D function has become more confident and
44:12
more and more self promoting I suppose and saying look look look what we're
44:17
doing that what we're here to support you what more can we do and the business are coming back and saying wow this is amazing
44:24
you just you just don't say well actually it was available 12 months ago but you know it took a pandemic we're
44:29
grateful of that I think there are loads of questions because we do have people saying well yeah when are we going to
44:35
get we've got a whole function of the of the Academy that deals with looking after classroom training and classroom
44:41
training bookings so there are things that we're going to have to change and I think as a as a senior management team
44:47
we look at that and say actually we're not going to go back to the way we are we're going to take what's working the
44:53
best things that are working on this situation and build on them and deliver differently so there won't ever be going
45:00
back to what we did it will always be noon thank you so much for that Jenny
45:06
that's brilliant brilliant story in there particularly for us resonates not making things perfect as we started
45:11
doing these webinars maybe slightly shonky could argue they're still slightly jianchi which I think are best I'm gonna get on to Q&A can I ask you
45:18
all to unmute yourself had quite a lot of questions I'm gonna try and take many and possible and also blend them
45:24
together and we've had quite a few quite tactical ones that I'll just put to use there and Jenny first about what
45:30
platforms you're using and what where you're finding those platforms and what is proving most useful and Sarah there's
45:35
quite a lot of interest in whether it was stuff you built yourself or you're buying it in from elsewhere can you just
45:40
offer some insight on that yes so we we have we have our LMS a core LMS which is
45:47
cornerstone OnDemand and then layered on top of that we have a experience layer
45:54
which is provided by DXE which is a DXE experience hub and linked in to that is
46:00
learning analytics system which is watershed so we have all of our data
46:07
from cornerstone and our lxp all flowing into our watershed system so we're getting a mix of both that
46:13
informal and formal learning data in there so we're getting a complete 360 look at and then we can you know extract
46:21
that data and meld it with other types of data as well so that's that's what we're using
46:26
Jenny what are using so we have our own
46:31
made academies own which is developed for us by BBC engineers
46:36
that's backed up so are sort of our LMS engine success factors because we want
46:43
to integrate learnings learning experience platform which will be a combination of SAP Jam with a blend
46:49
blend by talent team integration we went to move we want to move away from BBC
46:56
built system for us because that's very limited from an from a learning perspective into this new world so
47:01
that's what we're doing now for our evaluation data we take the standard surveys out success factors but we also
47:06
add to that we use smartsheet but any online survey that goes out and all of
47:13
the evaluations into that they'll get feed into tableau for our reporting systems thank you and we've had a few
47:19
questions and maybe Andy not some advice on this first about organizations that perhaps are a bit smaller don't know
47:25
huge budget and where should they start if they don't have access to the kind of infrastructure that answering journeys
47:31
it's a really good question and I think I'd start with this thing here I mean the smart phone I think is revolutionizing learning and often in
47:39
many organizations even larger ones the best technology is actually owned by the staff themselves I mean obviously in the
47:44
case of Sarah and Jenny really brilliant platforms there and I think I've been couraging if you in a smaller context or
47:50
you don't have huge technology budgets I think this is the time to think about how to lever the use of the smart phone
47:56
know you can curate content there's brilliant stuff out there we were with an organisation recently who now have a
48:03
TED talk Tuesday where they all share a TED talk and they have a great discussion around it
48:08
you've probably got social platforms which you can use they're linked in closed groups there's so many things you
48:14
can do so I think I'll encourage you and you know from my perspective as well I've been in smaller settings don't
48:20
think you can't do this stuff but I think it's thinking creatively and as I said I'd look at leveraging the technology which folks have actually got
48:26
and thinking about curation and those kind of things about how you can connect people to great content even if you just
48:32
send an email out once a week with some fantastic links of things that you might want to look and discuss I mean Andy I
48:38
think you're really right there and also I mean look at this we're on a zoom meeting right we've got questions and
48:44
answers we've got chat we've got you know fantastic presentations if
48:50
you just have to look how creative people are being with free platforms for
48:56
making connections globally you know I've done online bingo more quizzes than I've ever done in my lifetime you know
49:03
yeah yeah there's so much stuff that people are being so creative with
49:08
personally and I think if you're a small organization with no budget or a minimal
49:15
budget you can put something together really polished for not a lot that's my
49:21
personal opinion right now because the technology is there and open to all and the majority of people have got a
49:27
smartphone of one form or other right I think we're all getting more used to
49:32
using online tools yeah I think okay just quickly on that
49:37
there's another question about learning mindset and I think just to wrap that one I think that's so so vital it is about mindset and not necessarily
49:44
about what you've got so I think this is this is actually thinking about for all of us encouraging people to have as
49:50
Sarah said that innovative mindset and then I think you've got a chance to do some some really clever things Thank You
49:56
Jenny you mentioned kind of lobbying the business I'm going to combine a couple of questions here how did you start that
50:03
what results you saying and then I saw an earlier question somebody asking as a more junior and indeed consultant um the
50:08
advice on how they can influence okay that's a big one okay so the lobbying
50:13
piece has been going on for some time and what we've done is gone in at different levels so at the top what the
50:21
way we've done it is by teaching the business how people learn so actually
50:26
we've got a deck of slides they start off with how humans brains how human brains work um and actually we don't
50:33
retain information like a computer so the more we sort of scope the background
50:40
into if you want people to make a real change to make a difference in whatever
50:45
outcomes it is you want to make a difference in you've got to understand that just getting them in a classroom it's not going to make that change so
50:52
we've done a lot of lobbying from that perspective and then talks about how all
50:58
got people to think about how they learn outside of the workplace because generally we google something look at
51:04
YouTube however many YouTube videos I've watched in lockdown learning all the new skills I've learned so it's those
51:13
conversations and I would say it's the luck of having to begin where this bit
51:18
like starting snowball off it's the luck of having someone within the business who really gets what you're trying to do
51:24
and is willing to be your guinea pig and go with you so we had a fantastic
51:30
situation where our director for health and safety security and with was happy
51:38
to say okay I've got a sheepdip Mandich training you tell me how you can deliver this differently so I can meet my
51:45
complaint elements actually there's something for people to refer to when they've got that need so we went out
51:50
with we redeveloped mandatory training from health and safety perspective and in doing that that started that snowball
51:56
rolling so we're now doing programs with BBC Sport we're doing programs with local radio very interestingly the
52:02
program in local radio what the stakeholders thought the learners weren't wanted wasn't actually the problem so the the learning was actually
52:09
focused on something completely different but it sold the outcome that the business was looking for so it
52:15
really is a process of time it's not overnight it's not a magic wand it's using your expertise in L&D it's using
52:23
the right level layer for the business and getting it different levels getting in at different levels but having a few
52:28
people that are willing to go with you and willing to give something new a try thank you and oh and for that sorry for
52:35
your learning you're a new person into a lady I think the biggest thing is listening so use dig into those coaching
52:42
skills really listen to your stakeholder really understand what it is that
52:48
they're trying to do but equally spend as much time listening to the learners you know really understand what where
52:54
their problem is in trying to achieve whatever goal the stakeholder wants to achieve because that's where you'll get
52:59
those nuggets of gold that allow you to create a really brilliant learning intervention thank you sorry I was just
53:06
going to follow up and say I think that sort of goes for the same advice that you would have for organisations that
53:12
have only got one person running ill indeed right I was just looking in the chat and I was just I was thinking about
53:17
that is really listen to what your business wants right what I think also it this is
53:25
completely different from any operating environment we've ever had before so not everything has to be done so what are
53:31
you going to give up and what are you going to focus on and it's really working with the business or your leader
53:37
or your manager or whatever to figure out what it is that's going to be most impactful and do that and really don't
53:43
worry about the small stuff right because all that will get done at some point is really about what are the
53:49
what's the what if you've only got one person running L&D what's the one thing that you can do that could be really
53:54
transformational to your business it's great advice there and you both acknowledged that you were in a pretty
54:00
good position for this happening what advice would you give to organizations
54:05
that are perhaps a little bit less advanced in their journey about how they can move from traditional face to face
54:11
to the new dimensions of a modern learning function Andy have you got any thoughts on that yeah you know I think
54:17
sometimes if you feel that you're a little bit behind the curve you can make a double jump and we've seen many organizations do that you don't have to
54:24
unless we go through an incremental process of development you could maybe go from high dependency on face to face
54:30
to smart phone learning in one go so I'd encourage you don't think that you can't make that kind of leap so I think what I
54:37
encourage you to do for me this is thinking about as Jenny said this is human centered design I'd really be
54:43
thinking what if your learner's got access to and as Sarah said zoom all these kind of things and you jump to
54:48
those things quite quickly and as I said this is this has got to be designed as
54:53
we go this is not about perfectionism this is about getting things out to people so part of the learning process
54:58
and hey with learning people we should be doing this part of the process is learning as we go so yeah
55:04
double jump that would be my encouragement if you feel you've got it away to go and if you are ever in a position to be able to seek forgiveness
55:11
now is it right because right now you've got you've got kids coming in you got
55:16
delivery vans you know you had one I've just had one I'm just thinking is my ring doorbell gonna fly into my
55:22
conference call at the moment you know this is the time to really experiment and be brave and people are really
55:29
really up for it and really forgiving as well so I think this double-jump handy I think if you don't
55:36
have a surface as a sophistication environment as maybe Jenny and I've got I think your you've got the most amazing
55:43
opportunity right now to really really transform what you're doing for the better I agree yeah there's such such an
55:52
appetite for okay we're we're in this together so let's experiment together I think the one thing I'd add to both of
55:58
those comments is bring however many people in your training team whether it's small or large bring them with you
56:03
so do something specific for them to help them feel more at ease with the change to help them understand what
56:10
makes what's good practice and you know create a safe space where you're checking in and using that evaluation to
56:16
iterate what you're trying and because it look mean the more you bring them on the faster you're going to go forward
56:21
yeah I'm going to attempt to do several things at once in the last five minutes I know we have another poll so dunghill
56:28
please answer that but while that's being answered I'm also going to ask another question um can I start with you Wendy what do
56:35
you think are the top skills that LMD is gonna require in the new normal and what skills do you think will become redundant yeah crumbs redundant skills
56:43
that's a really good one is there I think the skills we've got to do now we've got to be really good listeners and really good askers of really good
56:48
questions so I think this is about moving to asking learners and the business the organization what they need
56:55
so to that extent it's not about just providing what you think you need it's actually providing what is needed so I
57:00
think that's a key skill I think digital there's been some great questions in there is it is it inferior I don't think
57:07
it is I think great design brilliantly designed digital learning has a massive impact so I think we've got to look for
57:13
quality in what we're doing and I think redundant skills I think if we are dependent and addicted to face-to-face
57:19
that has gone and I think we need to deal with that kind of thing so that's yeah that's for me thank you and I'm
57:25
gonna add to that Sarah and Jenny we have a few questions about career opportunities and people who are looking
57:31
to make moving to L&D and is this the right time to do it or is this a terrifying time to do it what do you
57:37
think about that and also to add to Andy's points about the skills that are currently emerging we do
57:47
so when yeah I agree with bandy top skill has to be listening I think people
57:54
bringing people in to L&D that have a real sense of human centered design so
58:00
whether that's from an L&D perspective or maybe that's just from a UX indie in the DNA world but someone that can
58:06
listen and understand and interpret what people want I think I don't see digital
58:13
and face to face being I think it's I think learning is a blended mix of lots
58:18
of different channels and so actually I don't think anything will be redundant apart from maybe the classroom
58:25
environment and actually we should be looking at how we transform and develop our traditional face to face classroom
58:31
trainers to be able to I'd go back to what Andy was saying earlier about socializing and how you nurture people
58:37
in a digital environment you know if we can develop our training teams to have those skills to nurture learning in a
58:43
different way it's extending their reach and we're getting that you were getting something much better from it and the
58:49
second part of that I've forgotten what the question was community getting into the coming into the function now
58:54
becoming it oh yeah I think it's a great time to come into the function I think it's a really I think L&D will have an
59:00
emergence from this because we're we are doing so more and because of the situation that we're in people are
59:06
experienced seeing us more particularly in my world because there are people
59:11
that you know learning it's a great time to do learning cuz not a huge amount more to do or learning suiting a need
59:18
because then quickly need to learn something new for for the skills that they're taking on so I think I think
59:25
there's a real emergence of what we're doing in LMG going forward yeah I think I think learning could really have its
59:30
moment if you play it right right I think it's it's now it's now you can make the most impact on your business
59:37
now I think if you are young looking to come in to L&D wow what an exciting time to step into
59:44
the door of it I think there's lots of people still looking and recruiting so I
59:49
certainly there was a comment earlier on about should I give up even trying to look for something and I think know who
59:56
you should absolutely I've recruited three people recently that I have never ever met physically face-to-face they're all
1:00:02
joining the team that just joined or I've got somebody joining in about another month and all those interviews
1:00:10
were done virtually and we've done a virtual onboarding and budding them in
1:00:15
the team and everything so I just think now is such a fantastic time to be in this industry it's a really lovely
1:00:22
positive note to end on and now I'm gonna see the results of the poll yes oh
1:00:27
my god we cracked it with one minutes ago Oh interesting so yeah just quickly
1:00:34
on that one Whitley this is this is something we're seeing that actually helping managers and staff to understand creative learning is really important in
1:00:41
the ecosystem we some of us have quite traditional ways of thinking so that's a really interesting one for me that it's
1:00:46
about us as learning folks feeling this great environment where creative learning is going on thank you I'm
1:00:52
really sorry I'm gonna have to bring it to a close there because we are out of time a quick reminder we had a lot of
1:00:58
questions about will the slides be available when the recording be available the answer is yes everything will be available hopefully in the next
1:01:04
couple of hours if you head to the CIPD website the coronavirus hub it's all there
1:01:09
we'll also be putting out on social media I'm really sorry we didn't get to answer all the questions for them so
1:01:15
many but we'll callate those multiply and think of a creative way that we might be able to address this again as
1:01:21
soon as we're doing so many of these right now and thank you so much to our panel thanks everybody for watching and
1:01:26
a final reminder to sign up future webinars including our one on Friday on psychological well-being and the impact
1:01:33
this is having on all of us psychologically and a final final reminder about our new well-being
1:01:38
support for members in the UK and Ireland you can see a slide about that on your screen now but that's it from us
1:01:44
softly thanks very much for watching and we will see you next time Thanks thanks a lot bye for now