approaches & tools: the ebsco approach to training richard crookes, ma, mcilip senior training...

Approaches & Tools: the EBSCO Approach

to Training

Richard Crookes , MA , MCILIPSenior Training Specialist (UK, Ireland & Nordic Countries) Tel + 44 (0) 7812187726 email rcrookes@ebsco.com

Agenda• Meet the trainers• Purpose of the training• The what, who and how of EBSCO trainings• Marketing & promotion• Evaluation & feedback• Challenges & issues• Room for improvement• Case Study

Meet the European trainers – Customer Satisfaction 2014

Georg Vogtherr - Northern Europe- Germany, Austria, Switzerland, Lichtenstein, Netherlands, Nordi c Countries, Estonia, Belgium (non- French speaking part)

Pavel Synek - Central Europe

Alisia Poggio - Israel, Italy, Malta, Spain, Switzerland (Italian

speaking)

Richard Crookes – UK, Ireland & Nordic Countries (Academic S.,

biomedical)

Seoud Bemath – UK & Ireland (Academic, Corporate)

Sandra Brito-Foldes -France, Belgium (French Speaking), Switzerland(French

Speaking), Portugal

Ugurcan Ozkan – Turkey & Albania

What we train – Soliciting Customers

Purpose of Training

• Introduce EBSCO resources – Discovery Service, Point of care tools, EBSCOhost research databases, EBSCO eBooks etc.

• Train the trainers – librarians, academics• Educate users in features, functionality & new

developments• Increase usage of existing resources –

EBSCOadmin• Acquire feedback to support future developments

Who do we train? – key users

• Customers– Train the “trainers”– Librarians, paraprofessionals

• End users– Healthcare professionals e.g. NHS (UK), HSE

(Ireland) – consultants, junior doctors, nursing & allied health staff.

– Academic staff e.g. lecturers, tutors, teachers, postgraduate researchers, students

– Corporate business staff

• Internal Staff

Who we train – EBSCO Customers

Who we train – EBSCO Customers

How do we train?• Onsite

– Physical presence– Group sessions (minimum of 5 attendees)– Conferences, launch events, exhibitions– Regional tours preferred

• Online– Cisco WebEx – Monthly NHS / public sessions– Bespoke sessions– Webinar recordings– Support site tutorials

Marketing & Promoting Trainings

• Newsletters – quarterly, monthly

• Email distributions – training leads

• Online promotion

• Exhibitions, conferences

• WebEx sites

• EBSCO Support site

EBSCO Support Site

Evaluation & Feedback – Likert Scale

Evaluations – Online

Customer Feedback…• “Many thanks for a successful training day. A colleague, the Science

and Social Sciences Reference Team Manager, commented that she thought your training style was very effective”, The British Library.

• “I am new in post and new to the NHS, so I found the session very useful - it has given me a good overview of the product and sets me up to explore the available features in a more structured way”,  NHS Librarian , NHS Trust, September 2014

•  “I found the two courses that I have done extremely helpful as I haven't used the software much so far. Doing a step-by-step search is good for me as I am a visual learner” –Librarian. 

• “Its been a great session. I’ve learned a lot ...in terms of searching and different EBSCOhost capabilities...All these are of great help to my information literacy trainings” – Library Administrator, Metanoia Institute, London.

Challenges & Issues

Onsite

• Training facilities e.g. room arrangement, lighting

• Technology e.g. older browsers, PCs etc.

• Admin support e.g. IT, coordinators

• Non-attendance• Language & culture

Online

• Technical e.g. firewalls, connectivity, WiFi, MiFi

• Non-attendance e.g. early registrations

• Scheduling e.g. less visits• Duration e.g. less than 1

hour.• Q&A e.g. chat panel• Marketing, promotion

Room for improvement...

• Marketing – online / onsite – newsletters, emails, social media

• Encouraging uptake of online sessions

• Increase interactivity in WebEx sessions

• Follow up surveys – how has training impacted the organisation, end-users etc.?

Case Study – UK Russell Group University*

• Seoud Bemath (Discovery Service Engineer); Richard Crookes (Training Specialist)

• Acquired EBSCO Discovery Service (EDS) in July 2013

• EDS demo delivered in August 2013 before library team

• Further trainings provided September 2013– How to market, promote EDS to staff & students– Introduction of EDS to librarians & library staff

• Sessions included presentation / demo of EDS followed by hands-on exercises• 4 sessions delivered with 50+ library staff attending these

– EBSCOadmin training

• Recorded for future reference using Panopto 

• * http://www.russellgroup.ac.uk/

Case Study – DelphiS (EDS)

Case Study – Feedback

“I would like to thank you for the excellent training sessions that you delivered for us last week.  We thought that your presentation style was great.  We also thought the content that you delivered was absolutely right for the mixed audience attending each session.  We really appreciated the time that you were able to give to our mass training sessions and this was exactly what we needed ahead of the start of term.  EBSCO have an amazing support site and this has made our implementation and roll-out so much easier”.

Head of Electronic Library Services, September 2013

Case Study – Usage Statistics

Case Study - Usage Statistics - Sessions

Case Study Usage Statistics - Searches

Thank You!Any questions?