were tables and chairs in these spaces so we added cameras
and microphones.
We thought we were being clever and our branch em-
ployees would now have, without the expense of travel, full
access to training and meetings! Alas, it was a good idea but
failed in execution. Trying to have a meeting or training in a
public space with employees walking in and out did not play
out well. In hindsight, it would have been better to repurpose
other spaces, albeit smaller, or to invest in better desktop tools
for our branch employees.
Another lesson learned was that we didn’t fully utilize
our AV consultants. They have the knowledge and expertise
about what is possible, what is on the forefront or in the fu-
ture, and what is available in the market to augment what we
purchased. Had we utilized them fully, we may have broad-
ened our thinking and explored what our work may look like
or what our workforce and clients may expect in the future.
While we have adapted and improved the way we work and
the way we interact and engage with our new tools, I know
that slight changes and/or additional investments could have
amplified our work even more.
Regardless of these little hiccups, I know we are lucky.
Credit Union 1 made a significant investment in employ-
ee interaction and engagement years ago. The initial installa-
tion of AV and collaborative technology in the training rooms
set the stage for efficient, consistent and quality training
statewide. The recent upgrade to our rooms and equipment
was simply a continuation of my organization’s commitment
to effectiveness. As power users of these tools, my team reaps
the benefits nearly every day. Because the entire workforce are
my team’s students, they are learning how to use the technol-
ogy and taking that knowledge back to their own teams, who
then adapt the tools for their own work.
The ripple effect is that our teams communicate and col-
laborative differently and our leadership interacts with each
other and with us differently. We problem-solve, we create, we
save resources and we have fun just like anyone else, but we
do it regardless of where we sit.
Now that we are becoming more and more comfortable
with audio and video interaction and desktop sharing across
distance, I’m excited to explore with my colleagues how we
can start to incorporate these tools into how we work with
our members and other stakeholders. It’s exciting to think
about a virtual teller or on-demand loan officer. I know these
things are possible and they don’t have to be robotic. If we can
continue to think about how technology simply complements
what we do or enables us to do our jobs better, I think we can
develop some pretty nifty protocols and activities that will set
us apart and add significant value to our employees as well as
our members.
In summary, we made a significant investment when we
upgraded our training and meeting rooms. Our returns have
been decreased travel costs, a decrease in non-value added
time, and decreased frustration due to linear problem-solving
and work.
We are enjoying the benefits of increased collaboration,
increased engagement, increased connectivity and relation-
ship building. Moreover, I believe Credit Union 1’s investment
has communicated to our employees that we care about them.
We care about keeping them close, albeit virtually. We care
about keeping them informed, formally and informally. We
care about their time and energy.
I speak from experience when I say my team responds
in kind to me and the organization. They are better engaged,
they are more invested, and they are increasingly more curi-
ous about how they can better and more effectively serve their
members and customers.
Looking forward, I am inspired by how collaborative
tools work. They are mostly intuitive, often conserve time, and
are always fun. I think newer staff expect this type of technol-
ogy and I believe tenured staff are delightfully surprised by it.
I anticipate we’ll see more and more innovation as my career
progresses and I look forward to diving in and ensuring it
helps my organization’s objectives.
Erica is the Employee Education Manager at Credit Union 1 where she oversees
a staff of five trainers. She has over 15 years of experience within the Credit
Union, holding every position within the branch before moving into Training.
She serves as the Chair for the Young Professionals group at Credit Union 1 as
well as oversees the Leader Track group for aspiring employees. She resides
with her family on the Kenai Peninsula.
Erica Kemp
Employee Education Manager
Credit Union 1
July 2017
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