Volatility arrives at the front line first.
Based in Toronto, In the Meantime works with leaders of frontline teams through volatility, from AI to political uncertainty to whatever comes next, in ways that strengthen their people’s judgment rather than strip it out.
WHO WE WORK WITH
Leaders whose teams meet the public: in branches and contact centres, on transit, in clinics, behind counters and front desks. Your results arrive through your people, and when the script runs out, their judgment is what holds.
WHAT YOU’RE DEALING WITH
A new tool arrives promising to free up your team’s time. The time it frees is the slack they used for the hard cases.
The new hire gets faster. The person with twenty years of experience watches what she knows become the system’s training material, and her own work stays the same.
You report adoption numbers upward. What you can’t report is what is quietly thinning out.
When the software makes the call and the customer is angry, your staff take the blame.
When the system goes down in an ice storm, fewer people remember how to do it by hand.
WHAT WE DO
None of this is decided. There are more options than the rollout plan allows.
We help you find where your people’s judgment lives, protect what is working, and extend it where new tools can genuinely help. We work underneath policy, in how people actually decide, trust and work together. Sometimes the right answer is not to automate something at all, and we will say so.
LEADERSHIP PROGRAMS
For leaders holding the line between what the organization decides and what their people have to carry out. Open programs three times a year, and programs built with a single organization on request.
WORKING WITH YOUR TEAMS
We work alongside your frontline teams to see what a new system will take from them and what it could give them, then build the routines that keep their judgment in the work after launch. We set a date at the start to come back and see what held.
Events
Short, in-person workshops in Toronto. A good way to see how we work before bringing it to your organization.
Join one of our upcoming workshops.
We also design custom workshops and programs for organizations and teams.
Writing
Who we are
Bianca Wylie is a facilitator, advisor, and writer. She’s an accomplished public interest technology advocate whose work has been profiled in Le Monde and The Washington Post. Bianca has a background in software development, professional facilitation, and digital governance. She is a frequent speaker and guest lecturer, and her writing on technology has been published in a range of publications including the Boston Review, VICE, The Globe and Mail, and Toronto Life.
Jerrold McGrath has spent twenty years designing leadership programs and encounters for people working in uncertain conditions, including as Program Director at the Banff Centre.
For people leading a team or an organization through a reorganization, a new strategy or new technology, who suspect some of the lines have already moved.