Hi All!
After making all sorts of training documents from on-the-fly outlines to a yearly manual, I have decided to seek help. How does your organization train new Box Office staff? And/or returning seasonal staff? Do you have an outline you stick to, or worksheets you use? Does ANYONE use the videos with the lovely Baroque introduction music anymore? I appreciate any advice and new ideas! Please save me from re-inventing the wheel with each new batch of seasonal staff. Feel free to reply here or email me at oanderson@spoletousa.org. Thanks in advance!
Best,
Olivia A.
We use the videos after a new person shadows one of our more seasoned staff members in conjunction with one on one training through test scenarios in the test environment. We use a checklist for each new hire. We also have a manual, we use slack, and we have a box office wiki website that we use, along with one note.
We do very much the same as Amber. We begin with the videos and do shadowing and hands on. We use a leaning management system software to keep track of what training took place and to distribute the video links, documents and some testing to ensure the training was done. We and also have a training check list for our front-end staff which covers everything they need to know, not just Tessitura.
Terry, would you mind sharing what learning management program you're using? I'm always on the lookout for ways to improve training tracking.
I similarly have drawn up a Tessitura worksheet of the basics someone should know how to do. I usually do two one on none trainings with the new person, a general intro to Tess and then the more in depth going through buying/exchanging/subscriptions/will call etc. Then there are 1-2 shifts the new person shadows, and then we check in if they want more shadowing, more training, etc. It's on a pretty ad hoc basis, and since I oversee it all I can get a good feel for how someone is feeling in Tess.
As an aside, I learned from the videos and have my more full time staff members watch them just for a basis, but I prefer the more hands on training myself.
We used to use the T-Classes but I moved away from them. I found that it was more helpful to just go through everything with new staff myself, so I could incorporate our business practices and customer service training alongside Tessitura skills. I have a training checklist that I go over with new associates during two training days, and then I quiz them at the end by having them go through scenarios. After the training new staff spend two days shadowing more seasoned associates.
I do have a Tessitura training manual for associates which they can access if they want to review something. I don't know how much associates end up using that, but I will occasionally send out an email with instructions that I've copied from the manual when I notice everyone needs a reminder on a particular skill.
The Minnesota History Center created their own T-Class type videos to use for training, which seems like a great solution to not have to train everyone individually. It is worth reaching out to them if you have questions about that approach!
I'm also interested in your LMS! We have a lot of part-timers so keep track of training is a bit difficult.
I've recorded my own version of the T-Classes as well. I use loom (free for up to 100 videos), so that it is consistent every time, and relevant to our business practices. Either myself or a trusted associate seller will walk through those with them, and then do shadowing. We break it down to the pace that each person needs. I also like to create quizzes and worksheets that I use if I feel like someone needs extra help.
Erin Bready we use https://www.talentlms.com/ you can also get non-profit pricing by contacting them.
Thanks!
Thank you so much!
Awesome, thank you so much!