How to Train Your Clients With Video Tutorials
- Wes McDowell
- September 15, 2011
So you’ve finished designing and developing a beautiful, functional CMS based website for one of your clients. Everything looks great, and even more importantly, everything works! But, being a content managed site, the work is never truly finished. Some clients choose to hire you in perpetuity, to maintain and keep the site current. Others want a clean break; You design and develop, then hand it off for their own staff to keep it up. In the second case, unless they already know what they’re doing, they will need to be trained (by you) in how to properly use the system.
This can happen in any number of ways. You can do it in person at their office, by writing a custom training manual, or more recently via Skype’s screen sharing platform. Each has its benefits and drawbacks. In person shows a great deal of customer service, and is maybe the best way to really train someone in the finer points of CMS data entry. But these days, you aren’t always working for a local client, and getting on a plane bound for the other side of the world may not be the most feasible option. Training manuals can be thorough, but who wants to write one of those? Come to think of it, who wants to read one either? Skype was my favorite option. It’s the next best thing to actually being in the same room. The only problem is that there is a lot of information being thrown around, and the person in training would have to take copious notes to consult later.
My Solution: Video Tutorials
I recently started making video tutorials for my blog and to put up on YouTube. Then I thought “What if I could use that same principle to train my clients?” And an idea was born. By using simple screen-capture software, (I use SnapzPro) and editing it in iMovie, I can give my clients the same Skype screen-sharing experience with one important difference: they can go back to it. This eliminates the aspect of a client taking sub-par notes, thus forgetting how to do something.
The One-Two Punch:
There are some clients who will have questions. For this reason, I would recommend a 2-pronged approach. First, Make the training tutorial and send it to the client with an email letting them know that if they should have any additional questions, you will be happy to revisit anything they need help with over Skype. Alternately, you may want to do this Skype training FIRST, so that you can go over all questions your client has, then incorporate all those points into the video. This way, all their questions are not only answered, but saved for them to go back to again and again, as necessary.
Do you have any client-training tips you would like to share? Leave them below, I’d love to hear about them.
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