how to create a comprehensive training manual for your clients

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


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.



● 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


Understand Your Client’s Goals

● Write a Goal Statement

● What actions and tasks will they need to perform?

● What will their workflow be?


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?


Create Your Outline

● The Basics

● Custom Functionality

● Research Additional Resources

● Get Feedback


Consider Your Tools

● Written Instruction

● Screencast

● Annotated Images

● One on One

● Supplemental Resources


Plan Your Design

● Easily Referenced

● Use Consistent Formatting

● Use Branding

● Materials Should Be Print Ready


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


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.


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


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

https://codex.wordpress.org/Glossary


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


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



September 1, 2016

Oomph + WordCamp 2016 | 09.30.2016


Refresh Their Memory

Provide Them a Sandbox

Provide High Level Information


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

https://codex.wordpress.org/Glossary


Provide Them a Sandbox

● Give Them a Sandbox

● Lets Them Experiment

● Ensures They Won’t Break the Live SIte


Provide High Level Information

● Focus on Custom Functionality

● Give Them Credit - But Don’t Skimp on the Details

● Provide Code References

https://developer.wordpress.org/reference/


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


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

http://support.wordpress.com/pages/front-page/


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


Recommended Screencast Tools

● Camtasia

● Jing (free)

● Screenflow

● Screenium

https://www.techsmith.com/camtasia.html



https://www.techsmith.com/jing-features.html

https://www.techsmith.com/jing-features.html

http://screenflow.en.softonic.com/mac

http://screenflow.en.softonic.com/mac

http://www.syniumsoftware.com/screenium

http://www.syniumsoftware.com/screenium


Annotated Images

● Use Screenshots Liberally

● Use Tooltips/Descriptions

● Use Arrows and/or Numbers

● Use Call Outs

Image From Easy WP Guide

http://easywpguide.com/wordpress-manual/posts-versus-pages/posts/


Images from WPBeginner

http://www.wpbeginner.com/


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


Plugins

● WP 101

● WP Help

● CoursePress

● LearnPress

https://www.wp101.com/course/intro-wordpress/



https://wordpress.org/plugins/wp-help/

https://wordpress.org/plugins/wp-help/

https://wordpress.org/plugins/coursepress/

https://wordpress.org/plugins/coursepress/

https://wordpress.org/plugins/learnpress/

https://wordpress.org/plugins/learnpress/


Alternative Training Materials

● Easy WP Guide

● Codex

● Visceral

● WP Beginner

● iThemes

http://easywpguide.com/

http://easywpguide.com/

https://codex.wordpress.org/

https://codex.wordpress.org/

https://training.thisisvisceral.com/

https://training.thisisvisceral.com/



https://ithemes.com/tutorials/

https://ithemes.com/tutorials/

Test and Accept Feedback5


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?


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.

how to create a comprehensive training manual for your clients

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