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Take your sbdc online
Take your sbdc online
Take your sbdc online
Take your sbdc online
Take your sbdc online
Take your sbdc online
Take your sbdc online
Take your sbdc online
Take your sbdc online
Take your sbdc online
Take your sbdc online
Take your sbdc online
Take your sbdc online
Take your sbdc online
Take your sbdc online
Take your sbdc online
Take your sbdc online
Take your sbdc online
Take your sbdc online
Take your sbdc online
Take your sbdc online
Take your sbdc online
Take your sbdc online
Take your sbdc online
Take your sbdc online
Take your sbdc online
Take your sbdc online
Take your sbdc online
Take your sbdc online
Take your sbdc online
Take your sbdc online
Take your sbdc online
Take your sbdc online
Take your sbdc online
Take your sbdc online
Take your sbdc online
Take your sbdc online
Take your sbdc online
Take your sbdc online
Take your sbdc online
Take your sbdc online
Take your sbdc online
Take your sbdc online
Take your sbdc online
Take your sbdc online
Take your sbdc online
Take your sbdc online
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Take your sbdc online

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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.

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.

Published in: Technology, Business
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  • Bonus to Host center is gaining reporting numbers for the extra administrative headache
  • Over 800 sessionsOver 390 hours (including contact & prep)
  • Technical - for communicating with database and computer supportpersonell
  • Transcript

    • 1. Take Your SBDC Online
      Tennessee’s story of adding an online counseling and training component
    • 2. Counseling
    • 3. 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
    • 4. 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
    • 5. Computer Locations
    • 6. 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
    • 7. Screenshots
    • 8. 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
    • 9. Start-Up Assessment
      Over 60 questions
      8 sections
      Personality
      Skills & Training
      Prior Experience
      Marketing
      Competition
      Business Structure
      Financing
      Specific Business Questions
    • 10. Existing Business Assessment
      Over 30 questions
      7 Sections
      General Business Information
      Personnel Issues
      Marketing and Sales
      Pricing
      Accounting/Bookkeeping Procedures
      Financial Situation
      Specific Assistance
    • 11. 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
    • 12. 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
    • 13. 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
    • 14. 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
    • 15. 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
    • 16. 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
    • 17. A Few Stats
    • 18. Clients Originating Online - 2010
    • 19. Clients Served Online
    • 20. 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
    • 21. Implementation
    • 22. 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
    • 23. Identify Resources
      Funding
      Partner organizations who will benefit
      People
      Director
      Backup
      Support
      Equipment
    • 24. 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
    • 25. A K.I.S.S. for your Users
      Stay consistent!
      New procedures should be
      Easy to understand for new users
      Not affect existing users
    • 26. Above all….
      HAVE A PLAN!
    • 27. Online Training Component
      Started with Small Biz U
      Added testing component to facilitate DHS
      CEUs awarded for all completed DHS courses
    • 28. Online Training Attendees
    • 29. 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”
    • 30. Business Media Center
      Tennessee Tech University
      TSBDC Partner
    • 31. Business Media Center
      Full service marketing solution
      Content management
      Web
      Media
      Graphic design
      HD Video
    • 32. Business Media Center
      State-wide and national marketing & branding
      Implement emerging technologies
      Small businesses
      Government
      Education
      Industry
    • 33. Business Media Center
      Our involvement
      History with TSBDC & state director
      Web and video expertise
      The story behind the theme
    • 34. The Content
      Where theme is used
      The content
      What is covered
      Use case
    • 35. The Video
      Who was filmed?
      Why?
      Importance of the subjects chosen
    • 36. The Website
      Color coding
      Usability features
      Benefits via Drupal
    • 37.
    • 38. Drupal is…
      World class content management
      Web solution for small and large businesses
      Usable
      Search engine ready
    • 39. Drupal is…
      Extendable
      Customizable
      Themable
      Reliable
      Stable
    • 40. And best of all….
    • 41. FREE
    • 42. Drupal is open source
      Cost savings
      Large user base
      Well documented
      More stable than proprietary systems
      Faster development
    • 43. Drupal is secure
      Code is available to anyone
      Regular security patches
      Tested
    • 44. Drupal is easy
      End user
      Content managers
    • 45. Who uses Drupal?
      The White House
      Congress
      NASA
      Huffington Post
      Nike
      Havard
      MTV
      TSBDC
      Estimated over 2% of the web is Drupal based
    • 46. How we use Drupal
    • 47. Customizing Drupal
      Per organization
      Per state

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