take your sbdc online
DESCRIPTION
This presentation was given at the 2011 ASBDC conference in San Diego, CA this month. It covers information about how to integrate online counseling and training into your current SBDC program.TRANSCRIPT
Take Your SBDC Online
Tennessee’s story of adding an online counseling and training component
Counseling
Our Goals
Comply with new SBA mandates
Reach customers in remote counties/areas
Extend our “availability” hours
Cut costs in areas of travel and communications
Streamline intake of clients
Offer on-line, on-demand training
Reaching the Clients
USDA Grant
Over 60 computers placed in rural counties◦ High-speed internet connection
◦ Skype
◦ Microsoft Office
◦ Webcam
◦ Microphone/Headset
◦ Remote Access Software
◦ Handbooks for Chamber/Library contact
Statewide Press Campaign
Computer Locations
Creating the Online Center
Separate center in database
◦ Sub-center of “Host center” for SBA reporting◦ Could be implemented as part of Lead Center or an
autonomous center
Director who handles all incoming RFCs◦ Separate place on website for Online Center RFCs
Developed new procedures specific to uniqueness of online clients
◦ Intake◦ Screening◦ Transfer
Screenshots
Intake Procedures
Clients sorted into two categories◦ Start-Up Businesses
◦ Existing Businesses
Initial client email sent◦ Email explains online counseling and requests client
complete appropriate assessment
Start-Up Assessment Over 60 questions
8 sections◦ Personality
◦ Skills & Training
◦ Prior Experience
◦ Marketing
◦ Competition
◦ Business Structure
◦ Financing
◦ Specific Business Questions
Existing Business Assessment Over 30 questions
7 Sections◦ General Business Information
◦ Personnel Issues
◦ Marketing and Sales
◦ Pricing
◦ Accounting/Bookkeeping Procedures
◦ Financial Situation
◦ Specific Assistance
Screening Procedures
Existing and Start-Up Businesses◦ Online training courses suggested based on client needs
Start-Up Businesses◦ Client basics required before transfer
Business plan
Cash flow projections
Fill-in-the blank templates for ease
◦ Clients who were willing to complete these steps were transferred to counselors
Transfer Procedures
Clients requesting specialized help◦ Network experts identified
◦ Assisted by online center
Clients requesting general help◦ Referred to the center who served the county business was
located in
Problems with Follow-up
Delivered read receipts
Copy to state director/deputy director
Follow up times from Online Director ◦ Schedule of clients
◦ Receiving center must contact client within 2 business days
◦ Online Director should follow up with client if Center fails to make contact
Online Counseling Tools
Skype◦ Video or audio conversations with clients
◦ Cut down on long-distance costs
◦ Procedures for counselor usernames
Microsoft Office/Open Office◦ Documents for common business needs
Gmail◦ Free, web-based email
◦ Procedures for usernames/passwords
Pros
Pros◦ Clients can make contact when THEY have time
◦ Saves client and center travel costs
◦ Allows us to reach clients in remote areas more quickly
◦ Counselors have longer “lead time”
◦ Clients have more sense of autonomy
Cons
Cons◦ Spam filters
◦ Protected or Incorrectly entered emails
◦ Extended periods with no contact from customers
◦ Overcoming the technology barrier
◦ Online center never “closes”
◦ Security concerns over giving information
A Few Stats
Clients Originating Online - 2010
89 %
11 %
Total Clients
Clients with Online
Initial
Clients Served Online
0
50
100
150
200
250
300
350
20092010
39
204
51
344
Clients Originated in Online Center
Total Clients w/Internet eRFC
Meeting SBA Program Requirements
Level Four
◦ 10% or more of total counseled clients originated with an online initial counseling session
◦ 10% or more of training courses reported to SBA is available online
◦ 10% or more of the training clients reported to SBA registered for online training
Implementation
Start slowly!
Think about:◦ Time
◦ Cost
Gain support of◦ Directors & counselors
◦ Database administrators
◦ Stakeholders
◦ Funding partners
Start with small sample of clients◦ Test online resources on traditional clients
Identify Resources
Funding◦ Partner organizations who will benefit
People◦ Director
◦ Backup
◦ Support
Equipment
Director Criteria
Required Skills◦ Technical background
◦ Good netiquette skills
◦ Multi-tasking
◦ Computer skills
Suggested Skills◦ Marketing
◦ Good understanding of SBA reporting and database system used by your SBDC
A K.I.S.S. for your Users
Stay consistent!
New procedures should be◦ Easy to understand for new users
◦ Not affect existing users
Above all….
HAVE A PLAN!
Online Training Component Started with Small Biz U
Added testing component to facilitate DHS ◦ CEUs awarded for all completed DHS courses
Online Training Attendees
0
500
1000
1500
20102011
(to date)
1247
623
Supporting our DHS Partners
Needs grew beyond current system
Wanted to be able to customize◦ Delivery system
◦ Content
Enhance user experience◦ Seamlessly move between courses
◦ Courses never “expire”
Business Media Center
Tennessee Tech University
TSBDC Partner
Business Media Center
Full service marketing solution
Content management
Web
Media
Graphic design
HD Video
Business Media Center
State-wide and national marketing & branding
Implement emerging technologies
Small businesses
Government
Education
Industry
Business Media Center
Our involvement
◦ History with TSBDC & state director
◦ Web and video expertise
◦ The story behind the theme
The Content
Where theme is used
The content
What is covered
Use case
The Video
Who was filmed?
Why?
Importance of the subjects chosen
The Website
Color coding
Usability features
Benefits via Drupal
Drupal is…
World class content management
Web solution for small and large businesses
Usable
Search engine ready
Drupal is…
Extendable
Customizable
Themable
Reliable
Stable
And best of all….
FREE
Drupal is open source
Cost savings
Large user base
Well documented
More stable than proprietary systems
Faster development
Drupal is secure
Code is available to anyone
Regular security patches
Tested
Drupal is easy
End user
Content managers
Who uses Drupal?
The White House
Congress
NASA
Huffington Post
Nike
Havard
MTV
TSBDC
Estimated over 2% of the web is Drupal based
How we use Drupal
Customizing Drupal
Per organization
Per state