new users and accountability

Jennifer Reager

The number of our RE users is rapidly growing and always changing, so I've been thinking about developing a solid on-boarding process. Does anyone out there require a new user (or exit) agreement or have a training regimen? Any examples to share? 

Heather MacKenzie

The one piece we have done so far towards this idea is that we have a new user profile in RE until they've attended training, and they can only view information.  No editing, adding, or changing is allowed, and neither is deleting.  We have started sending everyone to RE essentials training as well, and as soon as we can get them to it.



I'm curious what others will say because we are also developing this in my office.

Nickalaus Goodman 2

Databases are important to keep consistent.  It goes to say that your only as good as your data and bad data in is bad data out.  It is all about consistency.  Creating a training program and guidelines for use is extremely important with your most important database.  Donors, if you dont have all users on the same page you will spend more time trying to clear up messes and standardize data.  I would start with a SOP and go from there.  

Lisa Carter 3

We have had the same person in development who enters gifts and updates the data for the past 12 years.  If she was to leave we would be in trouble.  So this is good to read what other offices do to preserve data integrity. 

Gina Gerhard

Lisa - 



That's probably a good test of what needs to be taken care of - your organization asking 'What would happen if we lost Employee A'? If there are not clear processes/procedures in place along with documentation, that's not a good place to be!



 

Jill Bradley

As the database admininstrator I setup an hour meeting with each new user where I review confidentiality policies and provide an overview of Raiser's Edge.  This gives me an opportunity to discuss internal practices, go over the RE procedures manual and provide additional training options.  Also, consider creating an exit strategy for users that are leaving so that processes such as Open Actions are addressed. 

Darrel Spacone

I have adopted the policy of adding any new users as their own individual group and user. This allows for personalized security settings based on real need/use and skill level. Don't give them any more rope than they need to hang themselves. This also applies to re-evaluating current users using the same method. 

 

Eleonore Heinrichs

Great question Jennifer.

Proper training takes time; I invite Directors/supervisors to invest in the new staff member, even if they have had previous RE training (every Org uses RE differently). I try to set up a meeting with the new staff member in their first week. In this meeting, I provide an overview of the training plan and go through the orientation section. I expect users to take an active role in their own training; that said, I think it’s also important that as the Administrator, I cheer them on. I find that strict "data checks" and business rules help maintain data quality; I do, however, also specifically check the data entry of new staff and try to use errors as ‘learning opportunities.’ After about a month of use, I invite feedback on the training and help them develop a plan for their ongoing training.



My training plan is outlined below. When there is a transition, I usually meet with the staff member & their supervisor to discuss the transition plans. While in this org it is common for staff to assist in the training of their replacement, I still want to be part of their RE training to ensure that folks aren't learning any bad habits of their predecessors. :-)



RE Training Plan:

1. Orientation
   1. Quick overview of Raiser’s Edge
   2. Request that the new user skim the Raiser’s Edge 7 for Beginners Guide
   3. Provide user name and password (“view only” rights)
   4. Set up time for one-one-one training
2. Self-Training
   1. Provide an overview of policy & procedures documentation
   2. Set up user on Blackbaud.com site
   3. Provide links to “must read” RE Guides (based on their role; e.g. constituents, gifts, mail, etc.)
3. One-on-One Training
   1. Provide one-on-one training helping the new user to incorporate their self-training material with the specifics of their role and the particularities of the Org
   2. Activate “User rights” incrementally in step with their training
   3. Review policy & procedures
4. Ongoing Training
   1. Invite user to take classes online at Blackbaud.com (part of BB Learn subscription)
   2. Set-up further one-one-one training as needed for “problem” areas
   3. Invite participation in “Lunch and Learn” type events which I host periodically

Katherine Mannion

This is a great discussion!  While I primarily work in RE, I am also tasked with overseeing and proving encouragement for new EE users as well.  (Everyone here is a new EE user as of 9/14!)  I'm having trouble holding people accountable for self-training.  When I look at a report from BB.com on the support staff who have taken any type of training this school year, I am appalled!  I have no idea how they can possibly be pulling lists and doing mailings!  It's very frustrating. 

Nicole S

Heather MacKenzie:

The one piece we have done so far towards this idea is that we have a new user profile in RE until they've attended training, and they can only view information.  No editing, adding, or changing is allowed, and neither is deleting.  We have started sending everyone to RE essentials training as well, and as soon as we can get them to it.



I'm curious what others will say because we are also developing this in my office.

I think sending everyone to training is a good idea, but it can be too costly for some organizations.  (I do, however, argue that it is worth the investment regardless of your budget!)



What do you do when you have someone who has already had Blackbuad training (either while at another organization or when joining yours) and still may not be skilled?  I would still evaluate staff.  People can have hours and hours of training and work with RE for decades and still not be skilled in the way your org needs.  Lots of good suggestions here.

JoAnn Strommen

It may not solve your immediate issues but for future consideration.  When hired at the Y there is a set of 6 trainings that are required for all staff.  New hires have 60 days to complete them.  If not taken, position could be terminated, not eligible for a raise. Annual updates / recerts required for some of the courses.



While these aren't RE trainings, the idea might be adaptable.  Create a list of RE trainings expected in a logical sequence and tie completing the trainings into job position/advancement/raises...  Still have to deal with actual performance/incorporating material in their evaluations but it might light a fire under some to do the courses.



Just a thought...

Nicole S

Diito JoAnn -- I have worked with similar training requirements.  I would make sure that staff have some training from Blackbaud or you (this would require you to have an official training and take the time to teach) and/or be able to pass some kind of skills test.



Untrained people in my database is the bain of my existence.

Jill Bradley

Through my years of experience with database management I've learned that there is a commaradere that develops if you bring all your users together and give them an opportunity to ask questions and share answers.  User's groups are great ways to resolve, discuss, implement improved processes and get together for a common goal.  But, sometimes these types of meetings get overloaded with complaints and lack of topic specific discussions.  It was because of that, that I implemented expert training sessions which take place at the same time, same place, every other Wednesday.  As the DBA I couldn't possibly do this myself so I enlisted the help of staff with expertise in a specific area of their job.  These regular meetings are well attended, have high interest, provide a positive experience and excite staff to learn more. 



Below is an example of a training calendar.  I include topics that may not be specifically about RE, FE or NC but relate to the whole process!  You'll see I even include field trips to different parts of our campus (such as our phonathon call center). Every Other Wednesday 10:00 – 11:00 DATE TOPIC DETAILS RE EXPERT 4/22/15 Events Tab Events Fields & Events Calendar Jill & Kate   5/6/15 NetCommunity   NetCommunity Online & the NetCommunity Tab   Amy, Jill, Jason 5/20/15 Notes & Actions Tab Do I use Notes or Actions & how to save an email to notes Rachel   6/3/15 Create “How to” Notes Using screenshots, arrows & other designs Jill  6/17/15 Media Tab What to save & how to scan it to a RE Record Laura & Kate   7/8/15 Donor Honor Roll The preparation & importance of our DHR Rachel   7/22/15 Reporting & Dashboard Run a report or create a dashboard   Jill  8/5/15 Gifts 101 What you need to know about gifts Jason & Rachel   8/19/15 Gifts 200 Gift details & Financial Edge for dummies Jason & Rachel   9/2/15 Phonathon     (Field Trip) What’s going on in the call center (wear comfortable shoes) Angie 9/16/15 Queries Got a question?  Get the answer by running a query Jill 9/30/15 Scholarships How a scholarship is born & how we track it in RE Rachel   10/14/15 Data Health How we keep our RE data accurate & up-to-date Jill 10/28/15 Stewardship Prospects vs. Donors & how to print out a profile Rachel   11/11/15 Confidentiality Confidential issues we encounter Jill 12/9/15 Warrior Club What part of Warrior Club don’t you understand? Tammy 12/23/15 Attributes The Why & Where of Attributes Jill 1/6/16 Constituent Research Google it, record it, edit it, link it, query it, save it!! Kate 1/13/16 Mail Merge with RE Mail Merge with Word or RE & name fields choices Jill

Nickalaus Goodman 2

Thanks Jill for the insight.  That is alot of training you have planned out.  What is your current user base for the software?  We only have about 3 users.  I would be interested to hear who else is using the information to see if we should be doing the same.

 

Hilary Newell

Hi

When I was appointed Database Admin one of the first things I did was to review user profiles and these have been sorted into access needs.  All new users undergo a training regime which is included within their induction, their initial profile is view only.  Only supervisor roles have the delete facility, admin and config.  In addition each segment of RE has a How to....  booklet which I put together so that in circumstances where staff are only using one section of the system, such as letter writing or certificate processing, appeals and constituent records one each for organisations and individuals. collection box recording etc, This means staff don't have to look at a booklet that is reams of pages long full of information they don't need and can be quite off putting, especially in cases of some of our older volunteers who are not always computer happy, These how to booklets also contain lots of screen shots so they are quite visual and relate to how we use RE in our organisation and what we mean by the different terminology.  Procedures are also included within this and I am in the process of compiling an overarching policy for Database Management & Use as we do link and cross reference to data in to other database with RE being the central hub.  We also reduced the number of constiuency codes and solicit codes that had been brought over from the previous fundraiser database. 

Jill Bradley

Nickalaus Goodman:

Thanks Jill for the insight.  That is alot of training you have planned out.  What is your current user base for the software?  We only have about 3 users.  I would be interested to hear who else is using the information to see if we should be doing the same.

 

 

Hi Nick, We have  around 20 staff and 15 student staff that work with Raiser's Edge.  

 

Jennifer Reager

Wow, thanks all! I wanted to mention that yesterday I sent out a 10-question survey to all of my users, asking about their skill levels and usage, as well as training interest. I've had about half of the recipients respond, and I was very encouraged to see that all but one person replied that yes, they were interested in training. (It was anonymous, so I can't see who that one person is!) The most popular method of training vote is for me to create and facilitate regular trainings on-site, so many of your answers will be of great help.



Another thing - I highly recommend going for the Learn Everything package, depending on how many users you have. We were able to send 4 people to a regional training last year, so it basically paid for itself and then some. It also makes it easier to navigate the training options, knowing that everything is available and "free" to you, instead of piecing sessions together or relying solely on self-paced online curriculum.

ShawnAlis Cusato

Can you share the survey?  I'd love to see it.  Thank you.

Jennifer Reager

ShawnAlis Cusato:

Can you share the survey?  I'd love to see it.  Thank you.

I think you will have to actually answer the questions to get to page 2, but this link is the preview and I don't think I'll be collecting your answers.



https://www.surveymonkey.com/s.aspx?PREVIEW_MODE=DO_NOT_USE_THIS_LINK_FOR_COLLECTION&sm=GfCye0UbwhfZqfrV0ZP3NMkR7ufsvr6GGnAL6XtIkeQ_3D​

 

Valerie Weddell

We are relatively new to RE and have been struggling with this as well. Our current plan is a combination of RE videos and one on one training with the 'experts' for that particular module. The notes and comments here will be taken into account as we move forward though. Thank you!!

Suzanne Murray 2

Hi Jennifer,

Now that it's a year later... I wondered how things are going for you? I am facing a similar challenge.


Plus, I have been asked to create a way for "data proficiency" (90% of the time this means RE proficiency) for staff annual performance reviews. I would rather this be some sort of ranking based on activity, accuracy, and so on, so that it's very clear to everyone what the top rating entails. Does anyone have experience/advice about this type of thing?


We do not have any full-time data people. I'm the admin, and I have one other colleague who has supervisor rights. Then we have about 10 users at low and mid-levels of rights.


Thank you!