With the programme designed, we needed a delivery style and system suited to the size and unique set-up of O2; a large organisation with 6000 employees across a range of sites and directorates. We developed a multi-faceted, multi-media, blended-learning, creative approach.
To begin with, we set up early adopter groups to test and appraise the content. Their feedback was used to refine and enhance the content which was tested again before going live.
Laughology produced a series of learning shorts in association with O2. These were two to four-minute training films detailing how, when and why to use the techniques and content. The videos were original and scripted using real-life examples from within O2. They were produced in Laughology’s unique humour style, but branded to align with O2 tone of voice and land with the O2 audience. To create buy-in, familiarity, excitement and engagement we auditioned and used O2 leaders and team members. The films were posted on O2’s learning platform, O2 Campus. Previews and out-takes were also posted.
Cheat sheets were produced to accompany learning shorts. These followed the O2 branding and tone of voice and were accessible online. They were also mobile-friendly. Each cheat sheet had theory, practical techniques and hints and tips.
Workplace (facebook’s workplace platform) was used to share ideas and new content and to release learning shorts. It was also used to set up and trial O2’s first virtual classroom on which we gave interactive webinars, which combined live-streamed presentations with real-time feedback through live chat. Techniques were shared and queries responded to. A workplace community was developed in which people shared successes and techniques. It encouraged engagement and was used to create anticipation before each new element was rolled out.
On the ground we developed a network of Chatterboxes and Chief Chatterboxes who were internal O2 staff trained to be BC,LC champions. They had variety of roles at different levels. They supported leaders to roll out the programme, supervised, mentored and fed back to Laughology and O2 senior learning consultants. They followed up after each new module was introduced and helped leaders with new techniques.
The BC,LC initiative was given a showcase launch by Mark Evans, O2’s CEO, at O2’s HQ. It was beamed via live-stream on Workplace. The launch introduced BC,LC and shared helpful activities and techniques. Head of HR, Ann Pickering, introduced the programme, head of retail, Ian Abrinol, highlighted successes from the retail pilot, including an increase in footfall, engagement and customer satisfaction scores. Over 200 people attended, over 1,800 watching virtually, the largest engagement O2 had ever seen.
Each module also had a mini-launch using O2’s Campus Live, which is a monthly 30-minute live interview streamed on the learning platform and Workplace.
Content was included at O2’s WLT events and SLT and board get-togethers.