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 - jkleintop@amh.org

Lisa Bidey - lbidey@amh.org