01 — Hybrid Delivery Playbook (12-week engagement)
Audience: Delivery Lead, Account Managers, Coaches, Facilitators
Format: Internal SOP. Not shared with clients verbatim — the client-facing version is 02-week-by-week-calendar.md.
Principle
Behaviour change requires stimulus → practice → feedback → reinforcement. A standalone workshop fails because it stops at stimulus. A standalone app fails because it skips stimulus. Hybrid delivery sequences all four across 12 weeks.
Week 1-2: STIMULUS → Live workshop (in-person or virtual)
Week 3-6: PRACTICE → 1:1 coaching sessions (fortnightly)
Week 4-10: FEEDBACK → Async nudges + Day-30 pulse
Week 11-12: REINFORCEMENT → Manager debrief + cohort retro
The four modalities
| Modality | Format | Cadence | Owner | When to use |
|---|---|---|---|---|
| Live workshop | 2-3hr facilitated session, 8-16 ppts | Once, Week 1-2 | Facilitator | Concept introduction, peer learning, lived experience |
| 1:1 coaching | 45-min video or in-person | Fortnightly, Weeks 3-10 | Matched coach (Sprint 3 §02) | Application to participant's real context |
| Async nudge | SMS / Slack / email, <100 words | 2x weekly, Weeks 4-10 | Automated from Sprint 1 §06 sequences | Reinforce framework, prompt micro-practice |
| Cohort retro | 60-min group call | Week 12 | Facilitator + Account Mgr | Surface what stuck, what didn't, what's next |
Sequencing rules
- Workshop before coaching, always. Coaching without shared vocabulary wastes the first two sessions explaining frameworks. If a participant misses the workshop, they get a 30-min catch-up before coaching starts.
- Coaching before nudges. Nudges reference the participant's stated goal from coaching session 1. Generic nudges get ignored.
- Pulse before retro. Day-30 pulse data shapes the retro agenda (Sprint 3 §05).
- Manager debrief before board report. Manager surfaces stories; data confirms. Never the other way around.
Roles & RACI
| Activity | Account Mgr | Delivery Lead | Coach | Facilitator | Client HR |
|---|---|---|---|---|---|
| Kickoff call (W0) | R | C | I | I | A |
| Workshop scheduling | R | A | I | C | C |
| Coach matching | C | A (uses Sprint 3 §02) | I | I | I |
| Workshop delivery | I | A | I | R | I |
| Coaching delivery | I | A | R | I | I |
| Nudge sequence | I | A | C | I | I |
| Day-30 pulse | R | A | C | I | I |
| Week-12 retro | C | A | C | R | I |
| Board report | R (uses Sprint 3 §03) | C | C | I | A |
R = Responsible, A = Accountable, C = Consulted, I = Informed.
Quality gates
A cohort cannot proceed to the next phase unless:
- End of Week 2: ≥80% workshop attendance recorded, all participants matched to a coach.
- End of Week 6: ≥70% of participants have had ≥2 coaching sessions; any participant with 0 sessions gets an Account Manager check-in.
- End of Week 10: Day-30 pulse response rate ≥60%; if lower, extend pulse window by 7 days and re-send.
- End of Week 12: Retro complete, client dashboard reviewed live with HR sponsor.
Failure modes (and the fix)
| Symptom | Root cause | Fix |
|---|---|---|
| Coaching no-shows >20% | Workshop framing weak — participants don't see why | Re-brief facilitator on Sprint 1 §01 opening; check exec sponsor email landed (Sprint 3 §04) |
| Nudge open rate <30% | Channel mismatch (email vs SMS vs Slack) | Switch channel at Week 6 mid-point; default to whatever the client uses for ops comms |
| Pulse response <40% | Asked too late, or feels like surveillance | Send at exact Day 30 from each participant's first coaching session, not cohort-wide; reinforce anonymity in nudge sent 24h prior |
| Retro feels flat | Pulse data not yet in | Push retro to Week 13; never run retro without data |
| HR sponsor disengages mid-engagement | No live dashboard, only end report | Walk through dashboard at Week 4 and Week 8 (calendar slots in §02) |
Hand-offs to other sprints
- Sprint 1, 2, 4 curriculum plugs into the workshop and coaching slots.
- Sprint 3 onboarding runs Weeks -4 to 0 (before this playbook starts).
- Sprint 3 board report is compiled in Week 13 using dashboard exports.
See also: 03-modality-decision-matrix.md for per-participant channel selection.