Approaches & Tools: the EBSCO Approach to Training

1. Approaches & Tools: the EBSCO Approach to Training Richard Crookes , MA , MCILIP Senior Training Specialist (UK, Ireland & Nordic Countries) Tel + 44 (0) 7812187726 email rcrookes@ebsco.com

2. Agenda • Meet the trainers • Purpose of the training • The what, who and how of EBSCO trainings • Marketing & promotion • Evaluation & feedback • Challenges & issues • Room for improvement • Case Study

3. Meet the European trainers – Customer Satisfaction 2014 Pavel Synek - Central Europe Georg Vogtherr - Northern Europe- Germany, Austria, Switzerland, Lichtenstein, Netherlands, Nordi c Countries, Estonia, Belgium (non- French speaking part) Alisia Poggio - Israel, Italy, Malta, Spain, Switzerland (Italian speaking) Ugurcan Ozkan – Turkey & Albania Sandra Brito-Foldes -France, Belgium (French Speaking), Switzerland(French Speaking), Portugal Richard Crookes – UK, Ireland & Nordic Countries (Academic S., biomedical) Seoud Bemath – UK & Ireland (Academic, Corporate)

4. What we train – Soliciting Customers

5. Purpose of Training • Introduce EBSCO resources – Discovery Service, Point of care tools, EBSCOhost research databases, EBSCO eBooks etc. • Train the trainers – librarians, academics • Educate users in features, functionality & new developments • Increase usage of existing resources – EBSCOadmin • Acquire feedback to support future developments

6. Who do we train? – key users • Customers • Train the “trainers” • Librarians, paraprofessionals • End users • Healthcare professionals e.g. NHS (UK), HSE (Ireland) – consultants, junior doctors, nursing & allied health staff. • Academic staff e.g. lecturers, tutors, teachers, postgraduate researchers, students • Corporate business staff • Internal Staff

7. Who we train – EBSCO Customers

8. Who we train – EBSCO Customers

9. How do we train? • Onsite • Physical presence • Group sessions (minimum of 5 attendees) • Conferences, launch events, exhibitions • Regional tours preferred • Online • Cisco WebEx • Monthly NHS / public sessions • Bespoke sessions • Webinar recordings • Support site tutorials

10. Marketing & Promoting Trainings • Newsletters – quarterly, monthly • Email distributions – training leads • Online promotion • Exhibitions, conferences • WebEx sites • EBSCO Support site

11. EBSCO Support Site

12. Evaluation & Feedback – Likert Scale

13. Evaluations – Online

14. Customer Feedback… • “Many thanks for a successful training day. A colleague, the Science and Social Sciences Reference Team Manager, commented that she thought your training style was very effective”, The British Library. • “I am new in post and new to the NHS, so I found the session very useful - it has given me a good overview of the product and sets me up to explore the available features in a more structured way”,  NHS Librarian , NHS Trust, September 2014 • “I found the two courses that I have done extremely helpful as I haven't used the software much so far. Doing a step-by-step search is good for me as I am a visual learner” –Librarian.  • “Its been a great session. I’ve learned a lot ...in terms of searching and different EBSCOhost capabilities...All these are of great help to my information literacy trainings” – Library Administrator, Metanoia Institute, London.

15. Challenges & Issues Onsite Online Technical e.g. firewalls, connectivity, WiFi, MiFi Non-attendance e.g. early registrations Scheduling e.g. less visits Duration e.g. less than 1 hour. Q&A e.g. chat panel Marketing, promotion • Training facilities e.g. room arrangement, lighting • Technology e.g. older browsers, PCs etc. • Admin support e.g. IT, coordinators • Non-attendance • Language & culture

16. Room for improvement... • Marketing – online / onsite – newsletters, emails, social media • Encouraging uptake of online sessions • Increase interactivity in WebEx sessions • Follow up surveys – how has training impacted the organisation, end-users etc.?

17. Case Study – UK Russell Group University* • Seoud Bemath (Discovery Service Engineer); Richard Crookes (Training Specialist) • Acquired EBSCO Discovery Service (EDS) in July 2013 • EDS demo delivered in August 2013 before library team • Further trainings provided September 2013 • How to market, promote EDS to staff & students • Introduction of EDS to librarians & library staff • Sessions included presentation / demo of EDS followed by hands-on exercises • 4 sessions delivered with 50+ library staff attending these • EBSCOadmin training • Recorded for future reference using Panopto • * http://www.russellgroup.ac.uk/

18. Case Study – DelphiS (EDS)

19. Case Study – Feedback “I would like to thank you for the excellent training sessions that you delivered for us last week.  We thought that your presentation style was great.  We also thought the contentthat you delivered was absolutely right for the mixed audience attending each session.  We really appreciated the time that you were able to give to our mass training sessions and this was exactly what we needed ahead of the start of term.EBSCO have an amazing support site and this has made our implementation and roll-out so much easier”. Head of Electronic Library Services, September 2013

20. Case Study – Usage Statistics

21. Case Study - Usage Statistics - Sessions

22. Case Study Usage Statistics - Searches

23. Thank You!Any questions?