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Building Programs Beyond the Fourth Wall

Learn how Pierce County Library created an interactive Microsoft Certification Program, breaking communication barriers and engaging online customers. Discover the tools and partnerships utilized to design the program.

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Building Programs Beyond the Fourth Wall

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  1. Building Programs Beyond the Fourth Wall Kendall Brookhart Digital Literacy Librarian Pierce County Library System

  2. Description: Discover how Pierce County Library transformed passive resource lists into our successful, interactive Microsoft Certification Program (MCP). Gain insight into how we broke communication barriers, learned how to better engage with online customers and keep them coming back. And discuss the tools and partnerships we utilized to design the program.

  3. Contents: • Certification Overview • Program Phases & Development • Current Program Design • Stats • Designing an Interactive Program • Communicating with Online Customers • Who are our customers? • Points of Communication • Emails, Emails, Emails! • Using Existing Tools • Free Web Tools • Community Partners • Tools & Partnerships

  4. Designing an Interactive Program

  5. Certification Overview Designing an Interactive Program

  6. https://certiport.pearsonvue.com/Certifications/Microsoft/MOS/Overview/MOS_Workforce_Datasheet.pdfhttps://certiport.pearsonvue.com/Certifications/Microsoft/MOS/Overview/MOS_Workforce_Datasheet.pdf

  7. Program Phases & Development Designing an Interactive Program

  8. MCP 1.0 Program Phases & Development

  9. MCP 1.0 resource lists • OUR THOUGHTS: • Flexible • Easy Access • Self-Directed Learning • RESULTS: • Not preparing • High failure rate • Very frustrated • FEEDBACK: • Confusing • Less valuable • “Tell me what to do!”

  10. MCP 2.0 Program Phases & Development

  11. Self-Assessments Identifying Skill Levels

  12. vouchers Requirements

  13. In-person prep class “Tell me what to do!”

  14. MCP 2.0 In-person prep class • OUR THOUGHTS: • Flexible • Easy Access • Self-Directed Learning • RESULTS: • Varied skill levels • Overwhelmed • Memorizing • FEEDBACK: • Class too slow or too fast • “Where do I start?” • “Do it for me?”

  15. MCP 3.0 Program Phases & Development

  16. MCP 3.0 3 Step Program • OUR THOUGHTS: • Structured • Progressive • Self-Paced Learning • RESULTS: • One-Size-Fits-Most • Increased Confidence • Less Test Anxiety • FEEDBACK: • “This program is very user friendly and very helpful” • “The learning plan is very thorough in the options and requirements laid out.” • “Staff was very encouraging.”

  17. Current Program Design Designing an Interactive Program

  18. Step 1. enroll Current Program Design

  19. Enrollment survey Step 1. Enroll

  20. Enrollment Survey Step 1. Enroll

  21. Step 2. learn Current Program Design

  22. Learning Plan Step 2. Learn

  23. Learning Plan Step 2. Learn

  24. Learning Plan Step 2. Learn

  25. Step 3. Learn Current Program Design

  26. Voucher Step 3. Certify

  27. Stats Program Phases & Development

  28. MCP Program Stats 44.3%

  29. MCP Program Stats 78.1%

  30. MCP Program Stats 60.1%

  31. Communicating with Online Customers

  32. Who are our customers? Communicating with Online Customers

  33. MCP Customers

  34. MCP CUSTOMERS

  35. MCP CUSTOMERS

  36. MCP CUSTOMERS LAST JOB/INDUSTRY Retail Education Customer Service Military IT

  37. MCP CUSTOMERS

  38. Points of communication Communicating with Online Customers

  39. MCP 1.0 & 2.0 MCP 3.0 • Participant contacts us • During in-person prep class • During testing session • Participant contacts us • After enrolling • After completing learning plan • Registration reminder/notification • During practice session • During testing session • After testing session (pass or fail) • Monthly newsletter • When your voucher expires

  40. Emails, emails, emails! Communicating with Online Customers

  41. Tools & Partnerships

  42. Existing tools • WordPress(partner with IT) • Outlook (work email, group account) • Lynda.com(library paid resource) • Library Aware (monthly newsletter)

  43. Free web tools • Goodwill Community Foundation (gcflearnfree.org) • Google Forms/Sheets (free account) • MailChimp(monthly newsletter) • Microsoft Virtual Academy (MTA courses)

  44. Community partners • IT Department (update computers & test software) • WA State Library (provides exam & practice test inventory) • WorkSource Pierce (monthly orientations)

  45. Questions?

  46. Thank you ! Thank you ! Kendall Brookhart Digital Literacy Librarian | Pierce County Library kbrookhart@piercecountylibrary.org gethired.pcls.us

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