Alpine Communications Technology Workshops
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Alpine Communications Technology Workshops

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    Alpine Communications Technology Workshops Alpine Communications Technology Workshops Presentation Transcript

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