bbcon 2013

1. 10/7/2013 #bbcon 1
How to Keep Training on Stage
PRESENTED BY
JENNY KLEINTOP, ABINGTON HEALTH FOUNDATION
LISA BIDEY, ABINGTON HEALTH FOUNDATION

2. 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

3. 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

4. 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 ____________”

5. 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

6. 10/7/2013 #bbcon 6
Auditory
Listening,
Speaking
Visual
Images,
Documents
Group/
Non-Group
Doing/
Hands-on
DIFFERENT LEARNING STYLES

7. 10/7/2013 #bbcon 7
ENGAGE PEOPLE AT APPROPRIATE TIMES

8. 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

9. 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. 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

11. 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

12. 10/7/2013 #bbcon 12
MAKE IT FUN AND GET CREATIVE

13. 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

14. 10/7/2013 #bbcon 14
MAPAPALOOZA

15. 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?

16. 10/7/2013 #bbcon 16
LET THEM TRY AND EMPOWER THEM

17. 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”

18. 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”

19. 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

20. 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