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LEARNING @TELSTRA,
NATIONAL FROM VICTORIA
Summary
Backed by whole of organisation commitment, Telstra combines sophisticated technology, high quality instructional design, on-the-job learning and comprehensive support to achieve training that matches the company’s needs.
Context
Telstra is Australia’s largest telecommunications corporation. It provides service Australia-wide and has a highly diverse and dispersed workforce. As a committed learning organisation, training is an integral part of its operations.
“If you don’t have people in the process of learning it won’t work” says Graeme Wright, National Manager, Learning Technologies.
Training within Telstra is delivered mainly to staff, however, some online and instructor led training is also provided to contractors.
There is a straightforward strategic direction to move all of Telstra’s training online. Currently there are approximately 930 online modules available to staff, 600 of which have been developed internally, with the remainder being sourced externally. Courses are generally short (around 2-4hrs) and designed to meet the specific needs of the organisation.
Key Features
Learning Products
In 1997 Telstra implemented a customised Southrock platform. This platform provides a whole learning system which tracks student usage, maintains records, and includes communication tools such as bulletin boards and chat rooms.
90 instructional designers are currently employed. Thirty of them have Instructional Design qualifications. Professional development is provided on a weekly basis.
Facilitators
Telstra courses are designed to ‘stand alone’, however, tutors – usually a supervisor or line manager - are assigned to most courses, and many business units include training officers.
Online facilitation is not a full-time responsibility for the tutors - the virtual classroom model has not been adopted. Facilitators combine their online learning responsibilities with other roles in the organisation. Assessment is achieved online and through workplace assessment.
An information pack has been developed for each course to assist the facilitator. There is also help desk support and more informal support throughout the organisation.
Student Support
Supervisors select appropriate training for staff based on performance reviews. Enrolment is generally open-ended, but may be offered over a period of time to meet a specific organisational learning need. For example, Privacy training was developed and deployed to all staff and contractors during
2001.
People recruited to Telstra have a high level of computer literacy. The learning system is user-friendly and no specific training is provided initially. There is a support matrix with the line manager, the online module and, where appropriate, an online support tutor.
The company provides all necessary hardware and software for learning.
Future Plans
- There is currently a major review taking place in Telstra on how learning is delivered, which will improve the support given to facilitators.
- Online learning offerings will be expanded.
Key Messages
- Because Telstra has taken full control of its organisational learning, it is achieving cost savings. Providing ‘just in time’ training on the job and using the knowledge and skills of supervisors and relevant staff members to supplement the online courseware is a highly relevant solution to their training needs.
- Strong instructional design in courseware combined with on-the-job learning and support provide a high quality learning experience.
- Experience has shown that there must be “People in the Process” in the form of tutors or managers for online learning to be really successful.
- Training needs are identified through performance appraisal. In this way employees only undertake training that is needed, and line managers can use training to improve the operation of their units.
Contact
Graeme Wright, National Manager, Learning Technologies
graeme.wright@team.telstra.com
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