how to create a comprehensive training manual for your clients
TRANSCRIPT
How to Create a Comprehensive Training Manual for your Clients
Oomph + WordCamp 2016 | 9.30.2016
HANNA FUREYDigital Project Manageroomph.is/hfurey
PHONE & [email protected]
Hanna FureyDigital Project Manager
Hanna is a Digital Project Manager at Oomph, Inc., a Providence based agency. Her job is all about using process to make things happen. Most importantly, she establishes and maintains strong professional relationships with her clients and works closely with Oomph’s creative and development teams to deliver successful, high-quality projects.
Let’s Get Started!
Oomph + WordCamp 2016 | 9.30.2016
Know Your Client
Plan Your Training
Choose Your Tools
Provide Resources
Test And Accept Feedback
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Know Your Client1
Oomph + WordCamp 2016 | 9.30.2016
Training Needs Assessment
Blended Learning Assessment
Oomph + WordCamp 2016 | 9.30.2016
Training Needs Assessment
Identify Your Client’s Level of Knowledge.
NoviceLittle to no understanding of WordPress or Content Management Systems.
IntermediateHas a basic understanding of how to navigate WordPress or Content Management Systems.
AdvancedStrong understanding of WordPress or Content Management Systems.
How to Create a Comprehensive Training Manual for your Clients
Training Needs Assessment
● Have they ever used WordPress or a CMS before?
● Do they know basic HTML?
● Do they understand basic document formatting?
● Do they use Facebook or social media?
Oomph + WordCamp 2016 | 9.30.2016
Blended Learning Assessment
How Does Your Client Learn Best?
AuralLearns through talking and listening.
VisualLearns through reading well designed materials.
Read / WriteLearns through reading and writing.
Oomph + WordCamp 2016 | 9.30.2016
Blended Learning Pt. 2
How Does Your Client Learn Best?
Kinesthetic Learns through performing a task.
MultimodalLearns through a combination of two or more learning methods .
Plan Your Training2
Oomph + WordCamp 2016 | 9.30.2016
Where To Start
Novice User
Intermediate and Advanced Users
Oomph + WordCamp 2016 | 9.30.2016
Take Stock of Functionality
Where to Start
Consider Your Tools
Understand Your Client’s Goals
Create Your Outline
Plan Your Design
How to Create a Comprehensive Training Manual for your Clients
Understand Your Client’s Goals
● Write a Goal Statement
● What actions and tasks will they need to perform?
● What will their workflow be?
How to Create a Comprehensive Training Manual for your Clients
Take Stock of Functionality
How steep is the learning curve?
● Will they need to create complex posts or pages?
● Will they need to interact with plugins or widgets?
● Will you need to research supplemental documentation?
How to Create a Comprehensive Training Manual for your Clients
Create Your Outline
● The Basics
● Custom Functionality
● Research Additional Resources
● Get Feedback
How to Create a Comprehensive Training Manual for your Clients
Consider Your Tools
● Written Instruction
● Screencast
● Annotated Images
● One on One
● Supplemental Resources
How to Create a Comprehensive Training Manual for your Clients
Plan Your Design
● Easily Referenced
● Use Consistent Formatting
● Use Branding
● Materials Should Be Print Ready
How to Create a Comprehensive Training Manual for your Clients
Novice User
September 1, 2016
Oomph + WordCamp 2016 | 09.30.2016
Perform a CMS Walk Through at the Start of your Project
Novice User
Introduce Your Client to WordPress
Provide a Glossary of Terms
Give Them Review Exercises
Educate Them On Web Basics
How to Create a Comprehensive Training Manual for your Clients
Introduce Your Client To WordPress
Why We Love WordPress!● Easy to Learn● Easily Extendable● SEO Friendly● Safe and Secure● Handles Different Types of Media Well● WordPress is a community
What is WordPress?● An open-source content management system
based on PHP and MySQL.
How to Create a Comprehensive Training Manual for your Clients
Perform a CMS Walk Through at the Start
Show Them What We’re Working With● Logging In● Dashboard● Left Hand Side Bar Items
How to Conduct the Walk Through ● Keep this walk through short ● Provide your Client additional resources
How to Create a Comprehensive Training Manual for your Clients
Provide a Glossary of Terms
Speak the Same Language
● Provide your client with a Glossary to Reference (Recommended: Codex)
● Create a custom list of terms that can be easily referenced
● When writing documentation link any uncommon terms to the glossary
How to Create a Comprehensive Training Manual for your Clients
Educate Them On Web Basics
Best Practices
● What Makes a Good Banner Image?● Importance of Image Resizing ● SEO Best Practices● Main Navigation Best Practice● What Makes Content Engaging?● 404s and 301s● SSL and Site Security
How to Create a Comprehensive Training Manual for your Clients
Give Them Review Exercises
As part of your training manual…● At the end of each section of your training manual
provide a “quiz” for your client to complete. ● Have them check in if they get stuck or confused
with any of the instructions.
At the start of the project...● Provide your client with basic tasks to perform
○ Logging In○ Creating and Publishing a Post/Page○ Scheduling a Post/Page ○ Adding Media Content to a Post/Page
How to Create a Comprehensive Training Manual for your Clients
Intermediate and Advanced Users
September 1, 2016
Oomph + WordCamp 2016 | 09.30.2016
Intermediate and Advanced Users
Refresh Their Memory
Provide Them a Sandbox
Provide High Level Information
How to Create a Comprehensive Training Manual for your Clients
Refresh Their Memory
● Provide your client with a Glossary to Reference (Recommended: Codex)
● Provide Ample and Diverse Resources
● Outline New Features and Functionality in WordPress
● Remind Them of Best Practices
How to Create a Comprehensive Training Manual for your Clients
Provide Them a Sandbox
● Give Them a Sandbox
● Lets Them Experiment
● Ensures They Won’t Break the Live SIte
How to Create a Comprehensive Training Manual for your Clients
Provide High Level Information
● Focus on Custom Functionality
● Give Them Credit - But Don’t Skimp on the Details
● Provide Code References
How to Create a Comprehensive Training Manual for your Clients
Tips and Tricks
September 1, 2016
Oomph + WordCamp 2016 | 09.30.2016
Tips and Tricks1. Don’t Rush Your Client
2. Ask Open Ended Questions When Checking In a. “How do you feel about the information covered?”
3. Never Assume an Action is Obvious to Any Level User
4. Get Feedback Often
5. Be Willing and Ready to Edit and Update your Materials
Choose Your Tools
3
Oomph + WordCamp 2016 | 09.30.2016
Written Instruction
Screencast Video (Narrated / Unnarrated)
Annotated Images
One on One
How to Create a Comprehensive Training Manual for your Clients
Written Instructions
● Write Directly to the Client○ Second Person Narrative
● Write intros and explain what actions will be performed
● What / Why / How
● Use Breadcrumbs and Flow Charts
● Provide Links to Resources
How to Create a Comprehensive Training Manual for your Client
Adding a New Post
Posts are what make your blog a blog — they’re servings of content that are listed in reverse chronological order on your blog’s front page.
To add a new Post, hover over the Posts menu option in the left-hand navigation menu and in the fly-out menu, click the Add New link. Alternatively, click the Posts menu option and then click the Add New link underneath, or the Add New button at the top of the page.
Add your Post Title - which will then generate your post’s permalink. Next, enter your content into the text editor. If you look on the right side of the box, you’ll see two tabs. There are two options for editing posts - Visual and Text.
Once all of the above steps are completed you are ready to publish your post. Before you publish your post it is recommended that you preview before going live. You can preview by clicking the preview button in the publishing area. This will open a new window for you to view your post before publishing.
Posts → Add New → Enter Body Content → Preview → Publish
How to Create a Comprehensive Training Manual for your Clients
Screencast
Without Narration…● Use an enhanced cursor● Plan your moves ● Type into Text Areas
With Narration…● Use an enhanced cursor● Plan and Practice your Script● Plan your moves ● Type into Text Areas● Record Quality Audio● Turn Off Distractions
How to Create a Comprehensive Training Manual for your Clients
Recommended Screencast Tools
● Camtasia
● Jing (free)
● Screenflow
● Screenium
How to Create a Comprehensive Training Manual for your Clients
Annotated Images
● Use Screenshots Liberally
● Use Tooltips/Descriptions
● Use Arrows and/or Numbers
● Use Call Outs
Image From Easy WP Guide
How to Create a Comprehensive Training Manual for your Client
How to Create a Comprehensive Training Manual for your Client
Images from WPBeginner
How to Create a Comprehensive Training Manual for your Clients
One on One
● Create an Easily Understandable Presentation
● Use Active Learning Exercises
● Provide Opportunities for Clarification, Questions, and Discussion
● Move from Simple to Complex Tasks
Provide Resources4
Oomph + WordCamp 2016 | 09.30.2016
Plugins
Alternative Training Materials
How to Create a Comprehensive Training Manual for your Clients
Plugins
● WP 101
● WP Help
● CoursePress
● LearnPress
How to Create a Comprehensive Training Manual for your Clients
Alternative Training Materials
● Easy WP Guide
● Codex
● Visceral
● WP Beginner
● iThemes
Test and Accept Feedback5
How to Create a Comprehensive Training Manual for your Clients
Know the Bugs
Oomph + WordCamp 2016 | 09.30.2016
How to Effectively Test Your Training
● Have a friend who is unfamiliar with WordPress test out your training manual
● Don’t Skip Testing Your Own Materials
● Did the Client Demonstrate That They Were Learning?
How to Create a Comprehensive Training Manual for your Clients
Wrap Up
September 1, 2016
Oomph + WordCamp 2016 | 09.30.2016
Wrap Up
● Know Your Client
● Don’t Rush
● Ask Open Ended Questions When Checking In
● Never Assume an Action is Obvious to Any
Level User
● Get Feedback Often
● Be Willing and Ready to Edit and Update your
Materials
● Provide Resources to Support Your Content
Oomph + WordCamp 2016 | 09.30.2016
Questions?
Oomph + WordCamp 2016 | 9.30.2016
HANNA FUREYDigital Project Manageroomph.is/hfurey
PHONE & [email protected]
Hanna FureyDigital Project Manager
Hanna is a Digital Project Manager at Oomph, Inc., a Providence based agency. Her job is all about using process to make things happen. Most importantly, she establishes and maintains strong professional relationships with her clients and works closely with Oomph’s creative and development teams to deliver successful, high-quality projects.