Sustainable End-User Onboarding and Training

Conversation Starter!

I am keenly interested in what processes other organizations have established to successfully on-board and train their user base.

Some ideas to kick off the conversation…

do you provide training materials on the platform itself?
what about different workflows behaviour based on the knowledge level of the user?
do you leverage access to Collibra materials (university, product docs, etc.)
what’s your preferred format for online training (video tutorials, textual/image)?
is your training for senior managers and executives different from mere mortals?

Algonquin College is and organization with limited resources, a large base of Collibra neophytes of mixed willingness, and a mandate to formalize the governance of assets through the use of the platform. In the past, we’ve tried in-person onboarding and training (pre-COVID), online video tutorials (accessible from the landing page), and instructional asset pages, all with mixed results.

What works for your organization?

Responses

O

oliversteadman

7 Messages

3 years ago

@tom.friesen I seem to have initiated a sustained “hockey-stick” growth trajectory by sticking to a simple daily routine:

aternity.com for a daily report of the top 10 users (by hands-on time)
Workday for a monthly snapshot of org membership
Google Sheets to
- identify which of them has not yet received an onboarding message
- lookup which part of the org they are from (e.g. “Gareth belongs to R&D IT”)
- compile a paste-able message something like
  - Hi Gareth I notice you used Enterprise Data Catalogue recently, how was the experience? What did you think of the default dashboard? [link to dashboard]… You’re with Data Science right - can you tell me whether you found what you were looking for?
- put together a hyperlink straight to that individual’s chat window with the message pre-populated

100% of messages receive a reply within 24h from the user (70% within 15m). Typically whatever their response we then issue 1 of 2 snippets:

“search for assets” best practice with screenshots
invitation to
- the weekly user-led UX demo
- Office Hours (a regular slot on Fridays where any users can come along with problems to troubleshoot)

The snippets are either links to, or excerpts from, whatever the latest version of our official onboarding playbooks (which are updated roughly once a week, as we constantly refine internal documentation & nano-degrees).

I call this “growth hacking” and happy to demo any time or explore further. I have already demoed it to 3 other Collibra customers who’ve found it informative & inspiring.

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T

tomfriesen

161 Messages

•

550 Points

Thanks for these suggestions, @oliver.steadman.astrazeneca.com (and @jay.militscher.collibra.com).

We’ve also done some of these things, but our capacity to sustain certain activities is quite constrained. Pre-pandemic, we used to have course and delivery asset types — and even a registration workflow in Collibra —, with roles of “Graduate” to indicate completion. Since then, our on-prem delivery has been on hold, but it worked pretty well at the time.

More and more, we are looking at self-serve training either directly in the platform, or linkable from the landing pages.

We also set up Office Hours, which never saw even one individual show up! It might work, but not — or not yet — in our corporate culture.

I’m definitely interested in applying the reaching out to new or newly active users based on logins.

Thanks again!

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3 years ago

0

J

jaymilitscher

15 Messages

3 years ago

@oliver.steadman.astrazeneca.com I love these suggestions, and I’m psyched to see how successful they are at AstraZeneca!

In our own Data Office we participate in monthly new hire onboarding training on the use of Collibra as part of a larger company wide program (which provides all new hires with a series of training sessions to understand what Collibra is, what the different products are, how to use Collibra internally and a look at a few highlighted success stories of customers using Collibra).

Our class is pretty general, and of course we include reference for followup Collibra University training to dive deeper and get more specific.

Similar to you, we also hold monthly Office Hours as well.

I am going to consider the use-based followup messaging and next step suggestions you do - seems very intuitive and effective!

@tom.friesen I hope these ideas help you as well?

cc @simla.sivanandan.collibra.com

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Sustainable End-User Onboarding and Training

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Sustainable End-User Onboarding and Training

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