In 2009 we completed a significant project with SITA and TIA to design and develop training for service industry workers across New Zealand.

The aim of the project was to get New Zealand service industries ready for the Rugby World Cup in 2011. The initiative was supported by the Prime Minister and Minister of Tourism, the Hon. John Key.

This was a blended solution. It included three phases of workplace learning and self-study, two workshops, and employer support. One key part of the project was for learners to complete three unit standards throughout the programme. Another key part was to give employers and trainers the support they needed to verify learning and assess learners.

The training resources we produced included:

• an introduction DVD
• participant and employer workbooks
• trainer guides
• activity cards
• animations
• assessment guide.

Parliamentary Service needed seven induction e‑learning modules developed for Executive Assistants and out-of Parliament staff.

The resources needed to be easy to follow, set clear expectations about the audience members' roles, and the learning needed to be self-directed.

We developed:

• a brand and templates to align all induction learning resources (including paper-based materials)
• seven self-study e-learning modules that:
• had learning times of between 10 and 30 minutes each
• contained simple and straightforward graphics and interactivity
• included audio and video to enhance the learning experience
• included formative and summative assessment.

The topics covered in these resources included things like health and safety, the code of conduct, and information security. It also included more specific information that focused on the responsibilities of the learners' roles.

Transpower is a New Zealand state-owned enterprise, tasked with owning and operating New Zealand's national grid. This is the network of high-voltage transmission lines and substations that connect areas of generation with towns and cities across the country.

The blend for this learning programme combines two delivery methods: workshop and online animation. In 2008 we created a one-day workshop designed to demystify reserve management in New Zealand. The workshop explained what reserve management is, why we have it, and how it works.

Transpower offers this learning programme to its own staff as well as energy companies in New Zealand. A key feature of the programme is an easily understood animation. This is used to simplify and sequence the technical information about reserve management, key reserve concepts and Transpower's Reserve Management Tool itself. The animation was called 'Opening the black box' and the facilitator used it to present and explain key concepts.

Evaluations before and after the workshops show the workshop to be highly effective.

You can view more examples of the technical concept animations we've produced for Transpower, on the Transpower System Operator website.

Wavelength helped the Ministry of Health (MOH) deliver smoking cessation advice to registered health-care professionals. This took the form of a simple ABC model they could use when working with people who smoke.

We designed an engaging interactive e-learning course for the health-care professionals. This audience is a large group who vary in their experience of e-learning, their access to the Internet and the time they have available for learning. They also vary considerably in role, including nurses, therapists, physicians, midwives, GPs, dietitians, and other specialist medical staff.

Wavelength hosts the course on a purpose-built learning management system. This means we can provide ongoing maintenance and reports to key stakeholders about the use and success of the course.

The e-learning course stands out because it:

• provides practical tools and techniques for health-care professionals to use with patients
• includes information, simple activities, knowledge checks, and interactions to build and maintain interest
• takes significantly less time and cost than face-to-face training, while delivering the same learning outcomes
• is a prerequisite for registering to provide nicotine replacement therapy
• ultimately helps reduce the prevalence of smoking in New Zealand.

Since we launched the module, nearly 20 per cent of New Zealand's health-care professionals have completed the course.

ANZ National Bank introduced an electronic telling system called MyTell across all National Bank branches in New Zealand.

MyTell was a significant change for the National Bank, as they previously used a paper-based telling system. They needed to understand not only the new system, but also how an online telling system worked.

The main audience for this learning was Customer Service Officers (CSOs). However, training resources needed to be created for Branch Managers, regional management staff, and subject matter experts (who then trained and coached CSOs).

We designed and developed a suite of resources to suit the different needs of each audience. These included paper-based materials for workshops, a presentation for management, on-the-job reference tools, and an e-learning module.

New Zealand Post upgraded their mail processing plants and needed to train their staff on the process changes.

Wavelength designed a blended solution. This included self-study workbooks and an e-learning module. These take learners through the stages that different types of mail (such as ordinary, priority, and business) follow through the mail processing plants. We also designed three-metre square reference charts, which were put up in the processing plant. Smaller A5 quick reference tools were also included for each person to use.

As many of the learners had limited computer experience, we delivered the module in small group sessions. Also included were a demonstration, a 'pick-a-path' activity, and a multiple-choice assessment. This allowed the learners to develop confidence using the module in a supported environment.

The solution was a resounding success. One learner with no prior experience was so delighted by the module that he couldn't wait to take his children through it!

In August 2008, Meridian launched a new online customer portal called 'My Meridian' (www.mymeridian.co.nz). This enables customers to view and maintain their account information online.

We worked with Meridian to develop an online animated showcase for the portal. We also developed a blended learning programme for Meridian staff to help them become familiar with the new portal, and the features and benefits it provides to customers. The blended learning programme included a facilitated workshop (including custom Flash animations) workshop resources, an online assessment, on-the-job coaching, and a quick reference guide.

This project won Silver in the Best Use of Blended Learning category at the 2009 Brandon Hall Excellence in Learning Awards.

The introduction of the XT mobile network was a significant change for Telecom that required an equally significant training solution for their staff. The audience for this change was large and varied. It ranged from sales staff in Telecom retail stores and dealers, to sales and service staff in call centres in New Zealand and Manila. Also included were managers and staff across the entire organisation.

Wavelength worked with Telecom to design and develop the training for the rollout of the new mobile network. The solution was blended and modularised. This meant staff could access and complete the training that related specifically to their role, just in time.

The resources we developed included:

• seven custom e-learning modules and an online assessment (linked up to Telecom's learning management system)
• modular workshop resources (leader's guides, workbooks, and slide presentations)
• an on-the-job quick reference guide (printed and stored on the company intranet site).
• The project was a success – delivered within tight time constraints, while still being innovative and engaging.

ANZ call centre staff are faced with many different customer interactions each day. ANZ aims to provide exceptional customer service, so it's important that staff can deliver on this.

Wavelength worked with ANZ to design and develop a half-day training workshop for a range of call centre roles across the business. The workshop was highly interactive, including:

• a video montage of different customers
• wall chart learning blueprints, that could be customised to each participant
• audio scenarios
• quick reference cards for use on the job.

This was a great example of Wavelength 'rolling up our sleeves' and getting involved in the project. Our staff featured in the video and audio clips, we facilitated the pilot session with ANZ staff, and we also ran a train-the-trainer session with ANZ facilitators. Feedback on the workshop has been very positive.

Forest & Bird is a New Zealand organisation focused on protecting native species and wild places – on land and in our oceans, lakes and rivers. The Kiwi Conservation Club (KCC) is Forest & Bird's way of connecting with children about their cause.

Wavelength worked with Forest & Bird on the KCC internet site. This involved creating a completely new site architecture and look and feel, with exciting interactive games and quizzes. The site is managed using a Drupal content management system.

We developed the interactions in Flash and editable XML. This meant Forest & Bird can develop new games and quizzes at will. We also provided training to the project owner on how to manage the site in Drupal and create new interactions. Forest & Bird keep the content updated regularly and the site fresh and appealing.

Career Services is a New Zealand government organisation whose role is to provide independent career information, advice, and guidance. While providing support to all New Zealanders, they identified a need for online advice for young people making career-path choices.

Wavelength worked with Career Services to create a 'You-tube-like' module that helps young people explore different approaches to their career development. The module features the stories of 18 young people and is designed to be explored in a range of ways. People can access the module from the Career Services website. They then follow an individual's story or look at how different people approached similar career decisions.

We worked with a video provider to identify, film, and edit real stories from a range of young New Zealanders. We tested the concept and design with end users throughout the design process, which enabled us to create a solution that really worked for the target audience.

New Plymouth District Council (NPDC), like other New Zealand workplaces, has a responsibility to ensure staff are aware of health and safety practices in the workplace. Wavelength was able to leverage an existing product to meet this need for NPDC.

Our 20-minute health and safety e-learning module is built in Flash and editable XML. It is highly interactive and engaging. It includes an introduction to health and safety principles in the workplace, as well as an assessment at the end. This contributes to organisations like NPDC meeting their health and safety compliance requirements.

For this project, we worked with NPDC to customise some of the content and also rebranded the module to NPDC.

This module is one of a range of products that we're happy to use with our clients. These products include:

• 'Start Up' – our induction/onboarding programme
• 'Facilitating a group training session' – a workshop to introduce facilitation techniques
• 'Introduction to writing e-learning' – a self-paced self-study workbook.

In late 2009 the NZ Racing Board began implementing a new wagering computer system. This project affects all staff across the business from race track and TAB Retail Office staff through to corporate office.

Wavelength worked with the NZ Racing Board to design the training solution for the system replacement and developed some of the resources for the training. Due to the complexity of the project it was important to the NZ Racing Board that their staff took ownership of the solution, developing some of the resources and maintaining them post-launch.

Wavelength provided the following support:

• building a big-picture diagram that could be used both in the training, and as a promotional tool about the change for staff
• setting up branded Microsoft Word templates for the NZ Racing Board to populate with content
• writing the first of a series of topics to act as a template for internal subject matter experts
• providing instructional design support throughout the duration of the project.

The NZ Racing Board were able to use Wavelength at certain points in the project to add the most value (while still doing much of the development work themselves).

The New Zealand Fire Service has a large library of learning resources for both permanent and volunteer fire fighters. These resources include workshop materials (such as workbooks, leader's guides, and quick reference tools), user guides and reference books, and online content. Keeping these resources up to date and aligned to New Zealand Fire Service's brand is a significant job.

Wavelength works with New Zealand Fire Service on a continuing basis to provide graphic design and editing support. In particular, this has included:

• refining and tidying their existing Adobe InDesign templates for paper-based resources
• laying up content from Microsoft Word to Adobe InDesign (many of these resources have a large page count and include many illustrations and photographs)
• checking content to ensure it complies with New Zealand Fire Service's writing style and is free from grammar and spelling errors
• providing instructional design advice and support as needed.

The success of this relationship has been Wavelength's ability to turn around resources in quick time frames, to a high level of accuracy, and in a flexible manner, to suit New Zealand Fire Service's shifting priorities and deadlines.

The Bus and Coach Association (NZ) is the authoritative voice for the New Zealand bus and coach industry. It is an industry association that covers bus and coach operators, both large and small, and limousine and small PSV operators, as well as other businesses associated with the industry.The New Zealand Fire Service has a large library of learning resources for both permanent and volunteer fire fighters. These resources include workshop materials (such as workbooks, leader's guides, and quick reference tools), user guides and reference books, and online content. Keeping these resources up to date and aligned to New Zealand Fire Service's brand is a significant job.

Leading up to the Rugby World Cup 2011, we worked with the Bus and Coach Association to design and develop a short two-hour customer service training package for bus and coach drivers. NZ Transport Agency was the Bus and Coach Association's funding partner. This project involved:

• reviewing an existing training package and advising how it could be used as a basis for the audience
• working with a range of bus and coach company stakeholders to design a solution that would work across their businesses
• working with other stakeholders (such as Rugby World Cup and First Impressions)
• coordinating video production (Flying Saucer Films and talent (Frankie Stevens)
• instructional and graphic design of all resources (workbook, leader's guide, DVD label, workmat, certificate) and print management.

The training was launched at a national bus and coach conference, and was picked up by a significant numbers of transport companies. Feedback was extremely positive, and the training continues to be run on an ongoing basis.

Eastern Institute of Technology (EIT) is a tertiary education institution, with campuses in Gisborne and Napier. It runs a range of programmes for its 10,000 students.

EIT personnel approached Wavelength to help them design and develop a range of induction e-learning modules for new staff joining the organisation. The brief they gave us was that they wanted to make the induction experience consistent, reduce the workshop learning overhead, and ensure the induction could be completed 'just in time' when new people started. As, each campus had previously operated as a completely separate entity, the induction would also reflect the natures (and differences) of the two newly-merged organisations.

Wavelength provided support by:

• advising on authoring tools that would allow EIT to create and maintain modules in the future - we recommended Articulate
• setting up a branded Articulate template
• designing and developing the first modules in the induction series, including Welcome to EIT and Connecting to EIT
• providing further implementation advice and support (the finished modules were put on EIT's internet site).

The benefit of this approach was that we helped EIT get started with the online learning medium, setting the organisation up to take over the design, development, and maintenance in the future.