I got a fever, and the prescription is…. More Training!
I can’t use this database.
I hate this AMS.
Darn system doesn’t let me do my job.
Work long enough with membership systems and association management software and you’ll eventually hear quotes like these (often with a few expletives thrown in).
Association software consultant Wes Trochlil regularly conducts an informal survey with association managers to see what’s top of mind for them and their databases. Well, this time he turned it around and asked the same question of the AMS vendors. You can read the details on his website, but the gist of what he heard was simply this:
Staff needs more training!
(Does anyone else suddenly imagine Christopher Walken telling Will Ferrell to take more training?)
Now I’m not saying that the AMS vendors are off the hook and yes, some membership systems are harder to use than others. But that silent roar you hear is every AMS customer support person standing up their desk and applauding in approval.
The reality is that the market and the technology has pushed development of these systems of the years from being a basic membership database into fully functioning, cross departmental systems offering deep functionality to run all aspects of an association.
And just like any other skill or tool we rarely use, if you aren’t using a particular part of the association management software on a regular basis — it seems hard to use and complicated.
The good news is that most vendors offer regular trainings and documentation to keep users up to speed. So, how do you make sure that you or your staff are taking advantage of all these resources?
Here are a few tips:
- Make sure your staff is getting your vendor’s e-Mail – Every time I’ve sent out an e-mail to all client contacts with important news or updates, I’m surprised how many people unsubscribe. The problem is that once they have done that, we can’t send you important updates or training announcements. Make sure your staff has opted in or at least forward these updates to your staff.
- Take advantage of the free training – Avectra offers weekly free training webinars. Encourage staff attendance so your team can learn the deep functionality within the system.
- Cross-Train – One staff member can’t be expected to know every aspect of the system. Identify specific experts to learn the ins and outs of a specific function and others can go to for help.
- Participate in User Groups – In addition to the Avectra Users Group, there is the TeamProCommunity.com with users who use just netFORUM Team and Pro. Both groups have power users who can answer questions with real-world experience (and possibly some workarounds)
- Attend User Conferences – User conferences are your prime opportunity to be face to face with the people who write the code for the software you like bash. Be there and learn firsthand from the developers and power users. (By the way, check out the upcoming Avectra Users Conference)
- Document. Document. Document. – In addition to the documentation that is built into the system, make sure to document your own processes and how you have modified the membership system or your processes. Make it accessible and easy to find so your staff can quickly turn to it.
Last but not least, don’t discourage paid training. For many people, the knowledge that someone has paid money for the in person training means that they take it more seriously and focus on the training. It’s also worthwhile considering to have dedicated, paid training if you have a specific area that you need to implement or get everyone up to speed on such as a new module or major upgrade.
I’m sure there are more tips that others may have, so feel free to leave a comment and share your expertise.
And remember, that whole point of having an easy-to-use system with varying support options is staff can easily get up and running on your membership system. You then benefit from being able to be flexible with your staffing and your roles so that your association can quickly respond to market issues or member requests.
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