Take Your SBDC Online

Tennessee’s story of adding an online counseling and training component

Counseling

Our Goals

Comply with new SBA mandates

Reach customers in remote counties/areas

Extend our “availability” hours

Cut costs in areas of travel and communications

Streamline intake of clients

Offer on-line, on-demand training

Reaching the Clients

USDA Grant

Over 60 computers placed in rural counties◦ High-speed internet connection

◦ Skype

◦ Microsoft Office

◦ Webcam

◦ Microphone/Headset

◦ Remote Access Software

◦ Handbooks for Chamber/Library contact

Statewide Press Campaign

Computer Locations

Creating the Online Center

Separate center in database

◦ Sub-center of “Host center” for SBA reporting◦ Could be implemented as part of Lead Center or an

autonomous center

Director who handles all incoming RFCs◦ Separate place on website for Online Center RFCs

Developed new procedures specific to uniqueness of online clients

◦ Intake◦ Screening◦ Transfer

Screenshots

Intake Procedures

Clients sorted into two categories◦ Start-Up Businesses

◦ Existing Businesses

Initial client email sent◦ Email explains online counseling and requests client

complete appropriate assessment

Start-Up Assessment Over 60 questions

8 sections◦ Personality

◦ Skills & Training

◦ Prior Experience

◦ Marketing

◦ Competition

◦ Business Structure

◦ Financing

◦ Specific Business Questions

Existing Business Assessment Over 30 questions

7 Sections◦ General Business Information

◦ Personnel Issues

◦ Marketing and Sales

◦ Pricing

◦ Accounting/Bookkeeping Procedures

◦ Financial Situation

◦ Specific Assistance

Screening Procedures

Existing and Start-Up Businesses◦ Online training courses suggested based on client needs

Start-Up Businesses◦ Client basics required before transfer

Business plan

Cash flow projections

Fill-in-the blank templates for ease

◦ Clients who were willing to complete these steps were transferred to counselors

Transfer Procedures

Clients requesting specialized help◦ Network experts identified

◦ Assisted by online center

Clients requesting general help◦ Referred to the center who served the county business was

located in

Problems with Follow-up

Delivered read receipts

Copy to state director/deputy director

Follow up times from Online Director ◦ Schedule of clients

◦ Receiving center must contact client within 2 business days

◦ Online Director should follow up with client if Center fails to make contact

Online Counseling Tools

Skype◦ Video or audio conversations with clients

◦ Cut down on long-distance costs

◦ Procedures for counselor usernames

Microsoft Office/Open Office◦ Documents for common business needs

Gmail◦ Free, web-based email

◦ Procedures for usernames/passwords

Pros

Pros◦ Clients can make contact when THEY have time

◦ Saves client and center travel costs

◦ Allows us to reach clients in remote areas more quickly

◦ Counselors have longer “lead time”

◦ Clients have more sense of autonomy

Cons

Cons◦ Spam filters

◦ Protected or Incorrectly entered emails

◦ Extended periods with no contact from customers

◦ Overcoming the technology barrier

◦ Online center never “closes”

◦ Security concerns over giving information

A Few Stats

Clients Originating Online - 2010

89 %

11 %

Total Clients

Clients with Online

Initial

Clients Served Online

0

50

100

150

200

250

300

350

20092010

39

204

51

344

Clients Originated in Online Center

Total Clients w/Internet eRFC

Meeting SBA Program Requirements

Level Four

◦ 10% or more of total counseled clients originated with an online initial counseling session

◦ 10% or more of training courses reported to SBA is available online

◦ 10% or more of the training clients reported to SBA registered for online training

Implementation

Start slowly!

Think about:◦ Time

◦ Cost

Gain support of◦ Directors & counselors

◦ Database administrators

◦ Stakeholders

◦ Funding partners

Start with small sample of clients◦ Test online resources on traditional clients

Identify Resources

Funding◦ Partner organizations who will benefit

People◦ Director

◦ Backup

◦ Support

Equipment

Director Criteria

Required Skills◦ Technical background

◦ Good netiquette skills

◦ Multi-tasking

◦ Computer skills

Suggested Skills◦ Marketing

◦ Good understanding of SBA reporting and database system used by your SBDC

A K.I.S.S. for your Users

Stay consistent!

New procedures should be◦ Easy to understand for new users

◦ Not affect existing users

Above all….

HAVE A PLAN!

Online Training Component Started with Small Biz U

Added testing component to facilitate DHS ◦ CEUs awarded for all completed DHS courses

Online Training Attendees

0

500

1000

1500

20102011

(to date)

1247

623

Supporting our DHS Partners

Needs grew beyond current system

Wanted to be able to customize◦ Delivery system

◦ Content

Enhance user experience◦ Seamlessly move between courses

◦ Courses never “expire”

Business Media Center

Tennessee Tech University

TSBDC Partner

Business Media Center

Full service marketing solution

Content management

Web

Media

Graphic design

HD Video

Business Media Center

State-wide and national marketing & branding

Implement emerging technologies

Small businesses

Government

Education

Industry

Business Media Center

Our involvement

◦ History with TSBDC & state director

◦ Web and video expertise

◦ The story behind the theme

The Content

Where theme is used

The content

What is covered

Use case

The Video

Who was filmed?

Why?

Importance of the subjects chosen

The Website

Color coding

Usability features

Benefits via Drupal

Drupal is…

World class content management

Web solution for small and large businesses

Usable

Search engine ready

Drupal is…

Extendable

Customizable

Themable

Reliable

Stable

And best of all….

FREE

Drupal is open source

Cost savings

Large user base

Well documented

More stable than proprietary systems

Faster development

Drupal is secure

Code is available to anyone

Regular security patches

Tested

Drupal is easy

End user

Content managers

Who uses Drupal?

The White House

Congress

NASA

Huffington Post

Nike

Havard

MTV

TSBDC

Estimated over 2% of the web is Drupal based

How we use Drupal

Customizing Drupal

Per organization

Per state