10/7/2013 #bbcon 1
How to Keep Training on Stage PRESENTED BY
JENNY KLEINTOP, ABINGTON HEALTH FOUNDATION
LISA BIDEY, ABINGTON HEALTH FOUNDATION
10/7/2013 #bbcon 2
WHAT WE WILL COVER
When training comes into play
Training options
Learning styles and engagement
Who to involve and when
Making it fun
How to empower them
Do it right so they get it
TRAIN TO GAIN
10/7/2013 #bbcon 3
• New staff on board
• Implementing new functionality
- Does everyone really need to be there
• Discovering new or existing features
- Yes we covered that, but let’s talk about it again
- Yes they will think it is “new” even though its
been there for years
• Reviewing business policies & processes
• How-To
• Refreshers
- Result of audits, user requests, data integrity
challenges
• Short and sweet sometimes does the trick
WHEN TRAINING COMES INTO PLAY
10/7/2013 #bbcon 4
HAVE THEM TELL YOU – IF ONLYS
• Track event attendance and registrations for all events.
• Pull mailing data for solicitations with greater ease.
• Give me reports each quarter for the dashboard.
• Have desktop event updates.
• Remind me when grant reports and resubmits are due.
• Assist with prospect tracking and moves management.
• Make it easy and timely to update mass data at once.
• Avoid multiple records.
• Keep a list of prospects.
• Make everyday tasks more efficient to allow us to be ahead of
the game to make time for growth rather than try to always
catch up.
“I COULD BE MORE EFFECTIVE AND EFFICIENT IN MY JOB IF ONLY THE
SYSTEM COULD ____________”
10/7/2013 #bbcon 5
• On-demand videos
• Instructor-led online classes
• Onsite training
Blackbaud
• Full time trainer
• Part time trainer
• No trainer, “other duties as assigned”
In House
• In person
• Remote
• One or many
Consultants
TRAINING OPTIONS
Basic how-to
Business policies & processes
10/7/2013 #bbcon 6
Auditory
Listening, Speaking
Visual
Images, Documents
Group/
Non-Group
Doing/
Hands-on
DIFFERENT LEARNING STYLES
10/7/2013 #bbcon 7
ENGAGE PEOPLE AT APPROPRIATE TIMES
10/7/2013 #bbcon 8
As a general rule, my impression of technology is…
It’s a good thing, as it makes my life easier.
It’s a good thing, but sometimes makes my life difficult.
Don’t really like it (or it doesn’t like me), but I see why it’s necessary.
Actually, I don’t like it and wish we could do our jobs without it.
DON’T BE AFRAID TO ASK QUESTIONS TO
SEE WHO YOU ARE DEALING WITH
10/7/2013 #bbcon 9
• Roll out of functionality
• New features
• As needed
• Higher level
• More visual
• Shorter and to the point
All Staff
• Business practices & procedures
• Bi-weekly
• More detail
• Tends to be longer, but don’t overdue it
Super Users
• How To
• Refreshers
• As needed
• Format depends on person and need
Small groups or one-on-one
WHO TO INVOLVE AND WHEN
10/7/2013 #bbcon 10
WHAT WOULD YOU DO…
a) Stop and merge
b) Write it down, merge it later
c) Tell someone else
d) Ignore it as it doesn’t pertain to who you are looking for
e) Ignore it since you don’t merge
10/7/2013 #bbcon 11
SUPER USERS
Why you?
What is “Super User” all
about?
How often meet
Learn from each other
Use each other – I don’t
need to be your 1st stop
Collaborative
environment, yes you can
have an opinion
Ongoing support
SET THE STAGE
10/7/2013 #bbcon 12
MAKE IT FUN AND GET CREATIVE
10/7/2013 #bbcon 13
All Staff
• Surfboards
• Teams
• Accounting/ Fundraisers
• Find in system games
CDM Group
• Cup w/ candy and fun squeeze toy
• Special gadget at their desk to say thank you
• Prize box after big accomplishment
Keep them on their Toes
• Throw it at them
• Chocolates
• Trinkets
• Toys
YES TRAINING CAN INCLUDE SOME FUN
10/7/2013 #bbcon 14
MAPAPALOOZA
10/7/2013 #bbcon 15
Tip of
Week/Month
Brown Bag
Lunches
Did you know emails…careful, don’t go crazy
Hands on
learning labs
Get Creative
TRAINING AGAIN, DO I HAVE TO?
10/7/2013 #bbcon 16
LET THEM TRY AND EMPOWER THEM
10/7/2013 #bbcon 17
LET THEM TRY
EVEN IF YOU KNOW THEY MIGHT FAIL
• Be patient
• Let them see error message
• Don’t give answer right away
- Question: “Do I do this…”
- Response: “Give it a try and see what happens”
LET THEM DISCOVER IT EVEN IF ITS NOT “NEW” BUT THEY THINK IT IS
• “There’s a nifty new ‘next step’ action for planning steps against
proposals”
- You want to say “Yes, I’ve been telling you for months!!!!!!”
- Instead you say “Great find, way to lead the group”
10/7/2013 #bbcon 18
DO IT RIGHT AND THEY WILL GET IT
LET THEM TRAIN OTHERS
• You don’t always have to be the trainer
• Empower them to train others
- Taught super users Action Tracks, one of them was so excited
turned around and taught her boss
• Super users training each other
THEY START TO DEFEND THE SYSTEM
“Why are we not using the system for that mailing”
“We are doing all this work to maintain the system…use it”
“We need to stop doing things manually”
“Get your Actions/Appeals imported so we can see them on records”
10/7/2013 #bbcon 19
KEEP AT IT, ONE DAY MAGIC
7 months after go live – “Gimme more….. I love RE”
-Frontline Fundraiser
9 months after go live – “I love my Query/Export and rely on it for our
leadership giving analysis. In my one-on-one I told her we have to rely
on the system and be more automated.”
- Frontline Fundraiser, the person who kept everything in Excel
1 year after go live – “Can you help me think through the query? I
believe I need a constituent query and looked at one. Const. specific
attribute comm._inclus. I think assigned package description would be
“is one of” and then I would need Centennial, Platinum, Gold, Silver
and Bronze. Am I on the right track?”
- Frontline Fundraiser, the person who was afraid of databases
AND YES IT COULD TAKE REPEATING AND MONTHS
10/7/2013 #bbcon 20
TWEET ABOUT YOUR SESSION
#KEEP TRAINING ON STAGE
#FUNDRAISING SOLUTIONS
#JENNY KLEINTOP / LISA BIDEY
TRAIN TO GAIN
Jenny Kleintop - [email protected]
Lisa Bidey - [email protected]