23 Replies Latest reply: Jan 15, 2011 11:28 AM by Donna Garber RSS

    What user or management training are you creating?

    mdcrocker

      Hi,

      We are looking at creating training for our users, for the community owners, and for managers.  Have you developed or saw thhe need for these? Are you using videos, PDFs, or other training methods?

       

      Mike

        • Re: What user or management training are you creating?
          Dennis Mondolo

          All of the above!

           

          We have used a lot of the documentation from this site and added it to a Jive Help space on our own instance for people to read. We then rolled out a training package of in person sessions for Jive champions and management and then a series of Webex sessions for the wider group. We placed a bunch of videos up for the basic task creating a space etc etc.

          • Re: What user or management training are you creating?
            Jennifer Bouani

            We've been evolving our Community Manager training over the past 9 months.  What started out as a 8-page Getting Started packet, grew into a Captain's Corner community with short how-to videos and a blog that covers best practices and tells community success stories.

             

            We have 32 community managers now, and plan to grow that to 100 by the end of the year. So, we really have to do away with the 2 months of handholding and instead formally package up the training.  I'm pulling in one of our in-house Training Specialist to design some CBTs.  It's not set in stone yet, but I'm thinking we'll have 5 modules of CBTs that will be used to gain different levels of community manager certifications.  Take a look at our plan.  I'm open to any feedback. ("Main Street" is the name of our intranet)

             

            Major Areas of Knowledge


              Plan a Community

              We've developed the following materials for training community managers to plan a community that will be used to create the CBT:

               

              1. Community Questionnaire
              2. Seven Questions to Ask Before Starting an      Online Community
              3. Sample Community Goals & Objectives
              4. Benchmarking – Setting Objectives &      Measures
              5. Sample Membership Survey Questions      (Pre-launch)
              6. Introduction to Widgets, Spaces and      Collaboration Features (How to Structure Your Community)
              7. Membership Worksheet
              8. Roles & Responsibilities

               

              Design/Build a Community

              We've developed the following materials for training community managers to design and build a community that will be used to create the CBT:

               

              1. Understanding System Capabilities (2 hour      WebEx Training from Jive)
              2. Best Practices for Community Layout/Design
              3. Widgets - what are they & how to use them      on your community 
              4. Creating Useful Content
              5. Adding a Document to Main Street (how-to video)
              6. Writing a Document (How-to Video)
              7. Uploading a Document File (excel, ppt) (How-to      Video)
              8. Tagging Your Content to Help Users Find it
              9. Migrating Content from Vintage Main Street and Other      Sources
              10. How to Get Your Discussion Board Started
              11. Blog Best Practices / House Rules
              12. Participating in Captains’ Corner

               

              Additional information that will need to be developed:

              1. Design Standards
              2. Communication Standards
              3. Adding Images

               

              Promote a Community and Drive Adoption

              We've developed the following materials for training community managers to promote a community and drive adoption:

               

              1. Sample Community e-Newsletters
              2. Top 5 Things to Keep People Coming
                1. Contest Ideas
                2. Communicate from your E-mai
                3. Post to Main Street using Your Email or      Mobile Device (how-to video)
                4. Sharing Ideas in the Captains’ Corner

                 

                Additional information that will need to be developed:

                 

                1. Profiling a Member

                 

                Monitoring & Measuring a Community

                The following materials will need to be developed:

                 

                1. Moderating Discussions & Comments
                2. Managing Memberships
                3. Procedures for Technical Support
                4. Your Dashboard
                5. Reporting Success Stories


                Advanced Techniques

                The following materials will need to be developed:

                 

                1. Procedures for adding Audio/Video
                2. Editing using the HTML
                3. Embedding code from other websites
                4. Contributing to the Main Street Wish List

                   

                  • Re: What user or management training are you creating?
                    mdcrocker

                    Hi,

                    This looks very meaty.  It also implies that being a community manager will take some time commitments.  Since direct and a level up managers need to allow time for these activities, how have you educated management and gotten line management support?  If manager does not allow time to create and grow the community, then Community Owner will not put in the time.

                     

                    Is their work as a community Owner part of the performance review or acknowledged?

                    Mike

                      • Re: What user or management training are you creating?
                        Jennifer Bouani

                        So far, we've educated management by having direct conversations with them about the responsibility and encouraging them to assign SEVERAL people, not just one person, to managing the community. "It takes a village to raise a community."  And we warn them that it takes about an average of 2 months of planning & designing before community managers are comfortable and ready to launch it to 100s of members (some perfectionists take even longer!)

                         

                        There are a few managers that have decided on their own to include Community Managers duties on performance reviews, but it is not a corporate policy to make that happen. That's just not our company culture.  All goals set for a performance review are set at the manager level. We always could suggest it to managers, though.

                      • Re: What user or management training are you creating?
                        judiths

                        Hi Jennifer,

                         

                        This is exactly the type of Community Training that w'ere looking for but have been unable to find.  Did you build this organically or did Jive help you with any of this?  I was recently promoted into the Community Manager role from a marketing role and need training for several new communities that we are launching. Any help that either you or Jive could provide would be greatly appreciated!

                         

                        Thanks,

                         

                        Judith

                          • Re: What user or management training are you creating?
                            Jennifer Bouani

                            Judith - This plan/structure for Community Manager Training was built organically over the past year as we came across either 1) best practices or 2) CMs frequently needing help with doing or understanding something.  We are now in the process of packaging it up nicely with an official corporate trainer's eye  (i.e. CBTs, quizes that measure progress for the user base, Hands-on Classroom Training, etc.)

                             

                            However, I'd say we were greatly influenced in the beginning by Jive's famous Gia Lyons and her strategic consulting regarding this topic.  Just this week, she posted some great material.  We are tweaking our training & communications to incorporate her new best practice discoveries as she shares them.  See her post >>  Onboarding a New Community by Gia Lyons.

                          • Re: What user or management training are you creating?
                            disaacs

                            This appears to be laid out well. I also like the fact there are moments within your curriculum that helps to set up expectations.  Thanks for this posting.

                            • Re: What user or management training are you creating?
                              Donna Garber

                              This is very helpful to me Jennifer.  Thanks!

                            • Re: What user or management training are you creating?
                              Susan Zellmann-Rohrer

                              We've created a methodology for community development that educates as it drives community development.  The methodology [we call it Blueprint for Success] includes several stages each with a design template and evaluation process. Think of this as an interactive textbook with quiz at the end.  The stages are:

                               

                               

                              StageAction
                              Propose
                              • Identify objectives
                              • Audience
                              • Community roster with Executive Sponsorship
                              Plan

                              Four key plans:

                              • Member definition (the persona), unique value prop, recruitment plan
                              • Engagement strategy, planning process and participants
                              • Metrics plan
                              • Roll out calendar
                              Design

                              • Training
                              • Space design
                              • Administrative set up
                              • Pilot design

                              Pilot
                              • Execute
                              • Formal feedback
                              • Tweak design
                              Operate
                              • Launch process
                              • Awareness building
                              • Mine, analyze and report
                              Change is Good
                              • Space additions/modifications as needed

                               

                              We've also created a set of demand-based videos that address the issues of community strategy and community administration.  We call this Community College.  Can post the curriculum if anyone is interested. We use community practitioners to create this training whenever possible.

                              • Re: What user or management training are you creating?

                                Hi Mike (and others),

                                 

                                Wanted to mention that Jive also provides user training videos on our Jive Training space that are free to view, along with self-paced training courses for community managers and developers that are loaded with videos, tutorials, and lab exercises.

                                • Re: What user or management training are you creating?
                                  Wally Rogers

                                  We have started an new live online training.  Every two weeks, our users can connect using iLinc.com for a 1 hour live training webinar.  iLinc allows them to create content on the screen just like they might in  a classroom while the instructor keeps control of the class.  It also allows video so they can see the instructor as a real person for a few minutes before diving in.  The sessions are recorded and put into our Learning Management System if others want to view it after the fact.  Having such frequent training online is a first for us as far as I know.

                                   

                                  The challenge I've noticed is helping the email generation (my age group of 50+) get it.  If they don't get it quickly, and experience productivity, that's a problem.  Not only because of participation but of influence.  Am I the only one who has noticed this?  Are there any success stories out there that you have heard of?