The document outlines the Tennessee SBDC's initiative to integrate online counseling and training to enhance accessibility and compliance with SBA mandates. Key components include establishing an online center, developing unique intake procedures for startup and existing businesses, and utilizing technology for training and counseling. By leveraging resources like computers and high-speed internet in rural areas, the program aims to reach more clients effectively and efficiently.

1. Take Your SBDC OnlineTennessee’s story of adding an online counseling and training component

2. Counseling

3. Our GoalsComply with new SBA mandates Reach customers in remote counties/areasExtend our “availability” hoursCut costs in areas of travel and communicationsStreamline intake of clientsOffer on-line, on-demand training

4. Reaching the ClientsUSDA GrantOver 60 computers placed in rural countiesHigh-speed internet connectionSkypeMicrosoft OfficeWebcamMicrophone/HeadsetRemote Access SoftwareHandbooks for Chamber/Library contactStatewide Press Campaign

5. Computer Locations

6. Creating the Online CenterSeparate center in databaseSub-center of “Host center” for SBA reportingCould be implemented as part of Lead Center or an autonomous center Director who handles all incoming RFCsSeparate place on website for Online Center RFCsDeveloped new procedures specific to uniqueness of online clientsIntakeScreeningTransfer

7. Screenshots

8. Intake ProceduresClients sorted into two categoriesStart-Up BusinessesExisting BusinessesInitial client email sentEmail explains online counseling and requests client complete appropriate assessment

9. Start-Up AssessmentOver 60 questions8 sectionsPersonalitySkills & TrainingPrior ExperienceMarketingCompetitionBusiness StructureFinancingSpecific Business Questions

10. Existing Business AssessmentOver 30 questions7 SectionsGeneral Business InformationPersonnel IssuesMarketing and SalesPricingAccounting/Bookkeeping ProceduresFinancial SituationSpecific Assistance

11. Screening ProceduresExisting and Start-Up BusinessesOnline training courses suggested based on client needsStart-Up BusinessesClient basics required before transferBusiness planCash flow projectionsFill-in-the blank templates for easeClients who were willing to complete these steps were transferred to counselors

12. Transfer ProceduresClients requesting specialized helpNetwork experts identifiedAssisted by online centerClients requesting general helpReferred to the center who served the county business was located in

13. Problems with Follow-upDelivered read receiptsCopy to state director/deputy directorFollow up times from Online Director Schedule of clientsReceiving center must contact client within 2 business daysOnline Director should follow up with client if Center fails to make contact

14. Online Counseling ToolsSkypeVideo or audio conversations with clientsCut down on long-distance costsProcedures for counselor usernames Microsoft Office/Open OfficeDocuments for common business needsGmailFree, web-based emailProcedures for usernames/passwords

15. ProsProsClients can make contact when THEY have timeSaves client and center travel costsAllows us to reach clients in remote areas more quicklyCounselors have longer “lead time”Clients have more sense of autonomy

16. ConsConsSpam filtersProtected or Incorrectly entered emailsExtended periods with no contact from customersOvercoming the technology barrierOnline 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 RequirementsLevel Four10% or more of total counseled clients originated with an online initial counseling session10% or more of training courses reported to SBA is available online10% or more of the training clients reported to SBA registered for online training

21. Implementation

22. Start slowly!Think about:TimeCostGain support ofDirectors & counselorsDatabase administratorsStakeholdersFunding partnersStart with small sample of clientsTest online resources on traditional clients

23. Identify ResourcesFundingPartner organizations who will benefit PeopleDirectorBackupSupportEquipment

24. Director CriteriaRequired SkillsTechnical backgroundGood netiquette skillsMulti-taskingComputer skillsSuggested SkillsMarketingGood understanding of SBA reporting and database system used by your SBDC

25. A K.I.S.S. for your UsersStay consistent!New procedures should beEasy to understand for new usersNot affect existing users

26. Above all….HAVE A PLAN!

27. Online Training Component Started with Small Biz UAdded testing component to facilitate DHS CEUs awarded for all completed DHS courses

28. Online Training Attendees

29. Supporting our DHS PartnersNeeds grew beyond current systemWanted to be able to customizeDelivery systemContentEnhance user experienceSeamlessly move between coursesCourses never “expire”

30. Business Media CenterTennessee Tech UniversityTSBDC Partner

31. Business Media CenterFull service marketing solutionContent managementWeb MediaGraphic designHD Video

32. Business Media CenterState-wide and national marketing & brandingImplement emerging technologiesSmall businessesGovernment EducationIndustry

33. Business Media CenterOur involvementHistory with TSBDC & state directorWeb and video expertiseThe story behind the theme

34. The ContentWhere theme is usedThe contentWhat is coveredUse case

35. The VideoWho was filmed?Why?Importance of the subjects chosen

36. The WebsiteColor codingUsability featuresBenefits via Drupal

38. Drupal is…World class content managementWeb solution for small and large businessesUsableSearch engine ready

39. Drupal is…ExtendableCustomizableThemableReliableStable

40. And best of all….

41. FREE

42. Drupal is open sourceCost savingsLarge user baseWell documentedMore stable than proprietary systemsFaster development

43. Drupal is secureCode is available to anyoneRegular security patchesTested

44. Drupal is easyEnd userContent managers

45. Who uses Drupal?The White HouseCongress NASAHuffington PostNikeHavardMTVTSBDCEstimated over 2% of the web is Drupal based

46. How we use Drupal

47. Customizing DrupalPer organizationPer state