The Nature Conservancy recently implemented a new constituent relationship management (CRM) application used by more than 1,000 staff members across the organization. The new CRM application not only changed how staff tracks and manages constituent relationships in an application, but also significantly changed the business processes surrounding CRM. An instructor-led training program was developed; however, staff needed ongoing support to address knowledge gaps and ongoing changes to the business processes.

In this session, you will learn how the Conservancy developed a performance support tool to provide ongoing support to staff using a new CRM application. You will see how Conservancy staff members access the performance support topics from the new application (based on topic) and from within the tool itself. The session will include a preview of the tool (built in SharePoint) that allows staff to access relevant content with just a few clicks. You will also learn how the Conservancy designed a process that allows both the business experts and technology staff to edit content and publish updates to end-users.

In this session, you will learn:

• How to design an effective process that allows business experts, end-users, and technology staff to collaborate on a performance support system
• Best practices for writing performance support content
• Best practices for incorporating multimedia
• How to organize and define help content to allow users to quickly find what they need

Audience:
Novice to advanced designers, developers, project managers, and directors.

Technology discussed in this session:
The Conservancy Performance Support Tool.