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Securing global e-learning adoption at Aviva

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DateApril 30, 2010 Posted by: Nige Howarth   Keywords: award winning, compliance, custom content, Evidence for Change, learner engagement

The Business Protection team’ at Aviva were looking to communicate and monitor compliance with policies and standards relating to the way all employees conduct themselves at work. This was no mean feat given that Aviva is the world’s fifth-largest* insurance group and the largest insurance services provider in the UK with 54,000 employees serving over 50 million customers in 28 countries around the world.

Aviva has grown rapidly in recent years, often by acquiring businesses and merging them into the international group. Previous training on Business Protection policies (such as information security, physical security, and health and safety) had been carried out in an ad-hoc and localised manner with a mixture of classroom training, and some online information. The team recognised that there was no consistency of message in the training provided across the group and no way of accurately auditing all the training that had been carried out.

A decision was taken to produce an e-learning programme and deliver it to all staff. This would be the first time that a global programme had been introduced across the group and the excellent work of the Business protection team, and their partner Inmarkets was recognised when they were awarded the bronze award in the ‘Securing Widespread Adoption’ category at the e-learning awards 2009.

This would prove to be quite a challenge with learning to be delivered over 20 countries ( & not everyone speaking English), no centralised delivery platforms or systems and not even a centralised HR database. In addition , this would be many’s first experience of e-learning so it was important to get it right.

In this case study you can read how about how

  • The learning was designed and delivered
  • How Aviva dealt with the translation issues
  • A comprehensive marketing and communications programme was developed
  • The programme made an impact on behavior and awareness

 Aviva's top ten lessons to secure widespread global adoption:

  1. If it’s the first experience of e-learning for many employees ensure that the design is simple and intuitive.
  2. Gain support for the programme from all key stakeholders including line managers, business units and key representatives overseas.
  3. Ensure some degree of ownership ‘locally’ in content development and the communications plan.
  4. Establish clear design principles respecting your audience(s).
  5. Ensure a realistic and appropriate context for the learning. 
  6. If there’s a need to have multi-language versions construct the English language content in such a way as to enable all text content (including text within graphics and interactive exercises) to be exported into a single XML file to enable the translation process. 
  7. Deliver as a single multi-language module, in a way that enables learners to switch between languages.
  8. Develop a coherent communications plan utilising posters, email, CEO video messages, PowerPoint’s and locally translated course information.
  9. Establish a framework and process to evaluate reaction and successes.
  10. Provide pertinent management information to demonstrate take-up, adoption and business benefits.

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