Subscriber Training: Internet 101 &         So Much More<br />Presented by Sara Hertrampf,<br />Alpine Communications<br />
Our Company<br />Founded in 1997<br />20 employees<br />6000 access lines<br />Fiber-to-the-Home in two                   ...
The Beginning<br />Alpine began teaching Internet classes when we started offering Internet Service in the late 1990’s.<br...
Our Goals<br />Increase customer satisfaction and loyalty.<br />Promote dial-up and DSL service.<br />Build and shape our ...
Evolving<br />In 2002 we started branching out by offering classes in our two new wireless Internet markets. <br />Added n...
Logistics<br />Early classes held in the local libraries<br />Transitioned to holding them in our newly-remodeled conferen...
Who, What, Where, When, How<br />Who teaches the classes?<br />Started with former marketing manager and transitioned to m...
When?<br /><ul><li>Seasonally: Fall, early Winter, Spring, and a few Summer sessions
Afternoon and evening classes
By request </li></ul>Where?<br /><ul><li>Conference Room
Community Libraries
Senior Meal Sites</li></ul>How?<br /><ul><li>Computer lab in the office
New mobile computer lab of netbooks
Use the libraries’ computers</li></ul>Circa 2005<br />
You Teach What?<br />Basics of Email<br />Internet Browsing & Searching<br />Photoshop Elements<br />Computer Maintenance<...
Hear Ye, Hear Ye<br />We promote our classes through various media:<br />Alpine newsletter<br />Monthly eNewsletter<br />e...
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Alpine Communications Technology Workshops

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Alpine Communications Technology Workshops

  1. 1. Subscriber Training: Internet 101 & So Much More<br />Presented by Sara Hertrampf,<br />Alpine Communications<br />
  2. 2. Our Company<br />Founded in 1997<br />20 employees<br />6000 access lines<br />Fiber-to-the-Home in two communities<br />Launched FusionTV service last year<br />We also offer Computer Security, Cellular, Monitored Security, and a Retail Center/TEC Store<br />
  3. 3. The Beginning<br />Alpine began teaching Internet classes when we started offering Internet Service in the late 1990’s.<br />First classes were basic e-mail and Internet browsing classes. <br />Classes were taught at the local libraries as we didn’t have a “class room” in our office.<br />We wanted to help our customers understand and navigate this new-fangled place called “The Internet”.<br />
  4. 4. Our Goals<br />Increase customer satisfaction and loyalty.<br />Promote dial-up and DSL service.<br />Build and shape our company’s brand since we were such a young company.<br />Cross-promote other services:<br />SecureIT<br />FusionTV<br />TEC Store<br />
  5. 5. Evolving<br />In 2002 we started branching out by offering classes in our two new wireless Internet markets. <br />Added new classes because our customers needs, desires, and skill-levels were evolving.<br />New employees, new skills, new opportunities for sharing them with our customers<br />Class length has shortened<br />
  6. 6. Logistics<br />Early classes held in the local libraries<br />Transitioned to holding them in our newly-remodeled conference room, in addition to the libraries in our other exchanges<br />Challenges to teaching outside of our office: Library firewalls, filters, access to software, travel, environment, “outsiders” attending<br />
  7. 7. Who, What, Where, When, How<br />Who teaches the classes?<br />Started with former marketing manager and transitioned to me. PR/Marketing people get stuck with this stuff, right?!<br />Customer Service Manager Lori Keppler, who started teaching as a CSR, volunteered to teach since she has a degree in computer networking and lots of computer skills. Plus she’s great with people!<br />Greg Lovell, our former Product Specialist, taught more of the “techie” classes like “HDTV and Computer Buying Tips”.<br />
  8. 8. When?<br /><ul><li>Seasonally: Fall, early Winter, Spring, and a few Summer sessions
  9. 9. Afternoon and evening classes
  10. 10. By request </li></ul>Where?<br /><ul><li>Conference Room
  11. 11. Community Libraries
  12. 12. Senior Meal Sites</li></ul>How?<br /><ul><li>Computer lab in the office
  13. 13. New mobile computer lab of netbooks
  14. 14. Use the libraries’ computers</li></ul>Circa 2005<br />
  15. 15. You Teach What?<br />Basics of Email<br />Internet Browsing & Searching<br />Photoshop Elements<br />Computer Maintenance<br />Intro to eBay<br />Selling on eBay<br />Using Your Personal Web Space<br />Mac vs. PC<br />iTunes<br />iPod Training<br />Computers 101<br />Alpine Web E-mail<br />Sites for Seniors<br />Online Auction & Travel Sites<br />Webmail & Spam Filtering<br />Microsoft Word & Excel<br />HDTV & Computer Buying Tips<br />Internet Kids Kamp<br />4th Grade 4-H Camp<br />Facebook for Beginners<br />Facebook for Businesses<br />Twitter<br />Fun with Photos and Picnik.com<br />CD Burning<br />Online Shopping<br />Online Fraud <br />Parent’s Guide to Internet & Child Safety<br />Online Homework Helpers<br />Cooking on the Web<br />Get the Most of FusionTV<br />Craigslist for Beginners<br />
  16. 16. Hear Ye, Hear Ye<br />We promote our classes through various media:<br />Alpine newsletter<br />Monthly eNewsletter<br />eBlasts<br />Alpinecom.net<br />News releases to the local papers<br />Bill inserts <br />Facebook Events<br />Local Chambers<br />Libraries post the events<br />Flyers<br />Web Banners<br />
  17. 17.
  18. 18. Try, Try Again<br />Class topics are forever changing based on:<br />Customer demand & needs <br />Early on customers needed help with search engines, using email, basic computer skills<br />Customers are now more savvy and our workshops focus on hot-topics like Facebook, eBay, photo editing , Internet security/safety<br />We anticipate what customers want, but sometimes we are wrong:<br />Homework Helpers, Craigslist, Cooking Online<br />Employees<br />New employees bring a new set of skills and provide the opportunity to teach new topics<br /> Employees leave and those skill-sets go with them<br />
  19. 19. Is It Worth It?<br />Yes!<br />Yes!<br />Yes!<br />Our customers and the communities we serve view Alpine as a technology leader and educator.<br />
  20. 20. Lessons Learned<br />Keep it fresh<br />Don’t be afraid to try new topics<br />Determine the skill level required for the class and clearly communicate the prerequisites<br />Facebook for Businesses<br />Free or Fee?<br />We charge non-Alpine customers<br />Limit your class size based on topic<br />Can one person manage 12 people on 6 computers? Probably not very effectively…they will take over. <br />
  21. 21. Be prepared for:<br />Repeat Offenders<br />Know-it-alls<br />Newbies<br />Blizzards<br />“For Dummies” books are your friends<br />If you are not ready to host workshops, find other opportunities to teach:<br />Ladies’ Day <br />Senior Dining<br />Chamber <br />Schools<br />
  22. 22. Thank you!<br />Email: sara@alpinecom.net<br />Website: alpinecom.net<br />
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