How many times have you had team members ask you questions about how to do a process or use that particular system or what was that process again?
You wish you had recorded or written down the last time you worked out and solved this major issue and now have something similar and can’t quite remember how you did it again?
You NEED an internal training for your team!
Sure, you know what to do and you’ve got it all in your head, but now hiring a new team member and facing hours of training to teach them and wish you had a place somewhere they can learn without you since you have so much on your plate?
I’ve run countless training sessions with clients, their teams, and my teams over the years.
When I first started training, it was easy to huddle around a computer in the office for a quick training session or to ask questions by turning around to a team member in the office.
Looking back at it, it was a way to deliver knowledge but often people weren’t really taking it all in and there was no recording of any of the training, so it took so much longer for everyone to really learn.
When that business started hiring a remote team, we identified we had a few issues organising these huddles around the computer and the ability to turn around for questions!
In addition, time zones and a fast-growing business demanded a new approach to delivering knowledge within the business.
Getting everyone into a live training when you need to cover five time zones is challenging but definitely not impossible.
But what if you have a new team member in a different time zone starting every couple of weeks?
Having to deliver the same training over and over becomes a time-consuming exercise.
We started recording trainings and asked new team members to watch them in their own time.
This was a great start, and from there we realised that we also needed to start recording our processes and the way we were using our systems.
We started creating an internal training program and used a platform like Thinkific to host the content. The whole team added and updated parts whenever needed and over time we had created a full internal Wikipedia.
Over the years, this database grew and needed maintaining, just like any other process or area of the business.
Now, for every client we work with we assist in designing and building this database for their business.
We share some of the content we’ve developed and created over the years and create new content with them.
This way their team has one place to get any training and no more time-consuming huddles around the computer that don’t deliver all outcomes.
When we work with our clients we always create an internal “Wikipedia” or a process databank with them.
I’m purposely saying “with” and not “for” them because it’s important that processes and systems are built with people in the team and not to come up with something completely new that no one has ever done, used, or tested.
Building a process databank or main location where all processes and playbooks are housed is crucial.
It’s simply a waste of time if no one can find it!
There’s little that annoys me more than knowing there’s a video or document somewhere but no one remembers where they put it or what it’s called.
There are different options for how we approach our process databanks, and it depends on the business. Sometimes it could also be a combination of different options.
We use two main ways to create and store processes and videos, and one to then use them daily.
The first option to store everything is Google Drive.
We create main folders and subfolders to ensure there is a system to enable people to easily navigate through it.
We upload videos and images, but use either the Google Sheets or Docs to create the written parts of the process. You can embed links or images easily as well. Then we share the appropriate folders with the appropriate team members.
The second option for an internal Wikipedia is using an external, dedicated platform.
We usually use Thinkific on the free version to get teams started, and when they grow and need more their plan can easily be upgraded and the system built out further.
It’s also a great one to onboard new team members!
Now, storing the processes to be able to go over them whenever needed is one thing, but using them daily is another.
Use a Project Management System like Basecamp, ClickUp, Teamwork, or whichever works for your business.
Add all the steps as template task lists so every time they need to be done, the team member actually ticks them off. This way, nothing is missed and there’s a track record of items getting done for each client.
This process 😉 takes time, but it will get you much better results in the long term.
Pam Doerf is an expert in building strong operational foundations for businesses running remotely. Over the years she has worn many hats and has worked in many different contexts to gain a skill set that can be applied to many areas of business and life.
Pam found her passion in Operations and automating businesses using technology. It’s her greatest satisfaction to see when automation can improve a process, or even a whole business!
Pam has run multiple businesses and built remote teams for over seven years. She has over 20 years of experience in tourism, hospitality, and finance.
Pam is a genius of efficiency, mastering the art of minimising the input and maximising the output of a team by using technology, systems, and processes, and driving remote work in industries where spending 9-5 at the office is the norm.
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