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Contents
Contents
This section evaluates the different roles in the Wavubuzi Team that have a part to play within the HubSpot universe, examines those roles, and provides a training framework for enabling these roles to be well fulfilled. This section also curates a range of training resources.
Approach and Considerations
Existing Resources
1. Approach and Considerations
1. Approach and Considerations
As we've established, the core responsibility of the CRM & Systems Administrator is to build tools that empower the Wavumbuzi team to maximise the scale of their impact. Another core idea discussed throughout this section of the playbook is that systems are only useful to the extent that they are used. An unused system is a wasted resource, and will to more to harm project outcomes than it will do to aid them. Putting these two considerations together points very clearly at one resulting concept: It is essential that Wavumbuzi stakeholders are well versed in how to make the most of Wavumbuzi Systems, and do so as part of their regular day-to-day on-goings.
There are two key groups of stakeholders to consider in respect to Wavumbuzi systems training: Wavumbuzi Ambassadors and the Wavumbuzi In-Country Teams.
Wavumbuzi In-Country Team
Wavumbuzi In-Country Team
Like with most tools, there are no clear cut pre-existing rules as to when exactly they should be used and how. It lies in the combined hands of the tool designer (CRM & Systems Admin) and tool users (Wavumbuzi Team) to determine the patterns of usage. This whole section of the playbook unpacks what this set of systems tools has historically been used for. Naturally however, this is evolve as the challenge evolves, as the tools become more sophisticated, and as we learn to use them better. That said, the usage of these tools (outside of the CRM & Systems Role) can be plotted out by answering the following two questions:
Which team roles ought to use Systems and to what extent?
What exercises ought to be carried out with the use of Systems and to what extent?
Systems Usage by Role
Country Director: Requires a low level understanding of HubSpot and ought to be able to check important numbers of lists on demand.
Project Manager: Requires a medium level of understanding of HubSpot and ought to be able to manage event invitation and RSVP lists and forms.
School Liaison Officer: Requires an advanced level of understanding of HubSpot. Ought to understand the ambassador role intimately, be able to freely manipulate contact and company records, review pipelines, and configure exports.
Quality Assurance: Requires a medium level of understanding of HubSpot. Ought to be able to edit record data and merge records when inconsistencies arise between HubSpot and Wavumbuzi System records, e.g. when duplicates are discovered.
Developer: Requires an advanced level of understanding of HubSpot from a technical standpoint. Should know the data architecture of the system so that they can make API configurations with confidence.
Marketing: Requires an advanced but narrow understanding of HubSpot. They will need to be very comfortable using the whole suite of tools within the marketing module, but not much outside of that.
Wavumbuzi Ambassadors
Wavumbuzi Ambassadors
Other than the CRM & Systems Admin, Ambassadors tend to be the real "power users" of HubSpot on the team. The success of their role depends very heavily on understanding and using HubSpot well. Naturally, training Ambassador teams is therefore a fairly comprehensive process - and one which ought to receive a significant amount of time and attention. The Ambassador training process can be split into four phases: preparation, training, support, and oversight. Set up the system for their role; train them on how to use it; provide ongoing support resources while they use it; monitor how well they use it and intervene when needed.
Preparation
Account Setup: Consider which software products Ambassadors will need accounts for, and set them up. Principally, from a systems perspective, these will be: email, HubSpot, and Toky.
HubSpot Account Configurations:
Roles: Once it is clear what actions an ambassador will need to perform and what records they will need access to, it is helpful and prudent to limit their permissions to include only what they need access to. Pre-configured roles exist for ambassadors from past iterations.
Teams: Creating a team for each country's ambassador is most helpful for reporting purposes, whereby as you build dashboards and workflows you will be able to use teams as segmenting variables.
Training
(Live) Training Sessions: In the past, each batch of Ambassadors have been trained over a series of live training sessions. Typically the in-country team and marketing team play a large part in this, introducing ambassadors to the broader Wavumbuzi universe and providing understanding on what Wavumbuzi is, how it works, how they brand ought to be represented, etc. Then comes the systems component, to take all of these considerations and convert them into the very practical set of instructions for using systems. Historically this has been a Zoom call session, which has been useful for establishing a relationship with Ambassadors. However, a combination pre-recorded videos and written instructions may be worth introducing as more time-efficient and scaleable training options. Training sessions ought to begin broad and simple, and converge on increasingly practical and specific ideas. Here are recordings of a two part training session done with the Rwanda 2021 ambassadors: Part 1, Part 2.
Practice Exercises: After learning something new, there is a finite window of time for which it will be retained. Without practical reinforcement, the learnings may dissipate. Once Ambassadors have been training, it is highly recommended that they be given practice exercises to immediately follow up. These exercises also serve as a "proof of competency", or an assessment of sorts, showing that they are ready to take on their role in recruitment. With a clear idea of what the Ambassador role entails, my recommendation is to break their actions down into small achievable bundles of tasks. Aim to expose them to every facet of the system that they will use. Create space for questions (more in Support section below), and discussion. And give room for repetitions. Ambassadors should be incredibly confident in the system by the time recruitment goes live.
Support
Library of Resources: Like with any support function, the first goal should be to create resources that people can use to answer their own questions. To do so, make a recording of training sessions available for ambassadors to watch back when needed. Create a "living" document that synthesises instructions and addresses FAQs, like the Ambassador Systems Instructions Live Doc like the spoken about in the Ambassadors Page. Create a repository of walk-through videos addressing the mechanics of common tasks and solutions to common problems.
Day-to-day: Another suggestion from the Ambassadors Page of the playbook is creating a Systems WhatsApp group for each batch of Ambassadors. This group can be used as a day to day ground for questions, updates, and discussions among ambassadors. It serves as the direct broadcast channel for the CRM & Systems Admin to communicate with ambassadors. And it serves as a place for them to share challenges and help one another.
Oversight
Dashboards: Use HubSpot dashboards as a way to keep track of ambassador activities and spot when things are going wrong. More on this in the Ambassadors Page of the playbook.
School Liaison Officer: Ensuring that the School Liaison Officer understands the ambassadors' role as well as they do is deeply important. Building good habits of checking in as a team on the usage of systems helps create accountability and build momentum. More on this in the Ambassadors Page of the playbook.
2. Existing Resources
2. Existing Resources
Several resources are linked within the relevant content in section 1 above, but for ease of access below is an exhaustive list of systems training content. These are in compliment to the instruction resources in the Ambassadors section.
Rwanda 2021 Ambassador Training:
Rwanda 2021 Ambassador Training:
Contains an introduction to HubSpot and plenty of practical content on setting up accounts on HubSpot and Toky.
In the past, the Systems Administrator has taken full ownership of creating and delivering tailored training content to Ambassadors and other team members. However, the HubSpot Academy has a very comprehensive suite of learning material which can be useful in laying foundations for understanding. In the future, training may well be streamlined and improved by determining which Academy resources can be used to train In-Country Teams and Ambassadors alike, leaving only more specific use case training to the Systems Administrator.
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