Hotlines to online june 2011
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Hotlines to online june 2011

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Presentation at the National CoP Conference, 2011, in Louisville, KY.

Presentation at the National CoP Conference, 2011, in Louisville, KY.

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  • 1. Surveyed all MSUE staff about AAE to gatherdata on areas of expertise and interest (passions)2. Created database of specialties3. Targeted horticulture and agriculture (immediate short-term need) with one hour on-line training for AAE and How-To handout4. Offered training more broadly, and trained MGVs5. Added a few specialty widgets: Land Use, Oil & Gas Leasing, Gardening in Michigan6. Trained wranglers for these7. PutAsk and Expert/Find an Expert on our MSUEmain page8. Created two handouts:for Clientele Walk-ins to County offices on ‘Ask an Expert’for Educators and front line staff on finding info in eXtension
  • Contact informationAre you currently answering AaE?Are you interested in being trained?How much time are you willing to devote?Would you be willing to answer questions from county, state, US?What is your expertise?
  • We’ve added more since, especially in horticulture by training Master Gardener Volunteers
  • ExperientialBoth Adobe Connect and “REAL” online ask and answer practice Initial e-mail welcome with instructions in attachment
  • Sent four days prior to classHow to get eXtension IDSet PreferencesAreas of expertiseResponse Guidelines
  • Devised several expansion and retention strategies:Address key issues & questions during the training: Will I get credit for this? How much time will this take? How does it help me? Include a personalized comment when assigning a question.Periodically review answers to questions and send personal messages to responders thanking them for their good and timely responses.Seek out individuals within the organization when a specific question needs expertise not yet covered and ask if they can answer it. Then recruit them to join the Ask an Expert system to answer future questions.  Emphasize the option to “hand off to a wrangler” and ask them to immediately make a decision about any question assigned to them and to act on that decision by either handing off or answering.Recognize consistent, dedicated responders in organization-wide communications and with annual awards.
  • Full circle – Ask an Expert is on the front page of MSUE along side Find an Expert, A small bookmark promoting the use of Ask an Expert was designed and sent out to county offices to use to give out to clientele who walk in.


  • 1. From Hotline to Online:Recruiting, Training and Retaining Experts for Your State
    Dr. Elizabeth Wells
    4-H Youth Educator
    MSU Extension
    Dr. Lela Vandenberg
    Professional Development Specialist
    MSU Extension
  • 2. Goals for this Session
  • 3. Our Process
    W & W
  • 4. Survey of all MSUE staff
    What did
  • 5. Created Database of 174 Experts
    Agriculture 65
    Animal 34
    Children, Youth
    & Families 31
    Nutrition & Food Safety 28
    Horticulture 24
    Com & EcDevel 23
    Nat Resources 19
    Volunteerism 15
    Insects 11
    Leadership 10
    Other 8
  • 6. Developed On Line Training
  • 7. Welcome to our Training How to Prepare
  • 8. Prior to Class
    Check ID, preference status
    Send final e-mail with two links:
    Test Widget
    Incoming Question Page
  • 9. Adobe Connect Room
  • 10. Test Widget for Practice
  • 11. Incoming Question Page
  • 12. What We Are Learning?
    Will I get credit for this?
    How does it help me?
    How much time will this take?
    Usefulness and usability are key
    Passions make the difference
    Experiential learning is vital
    Technology fluency varies considerably
  • 13.
  • 14. Retaining & Expanding