1. Building Programs Beyond the Fourth Wall
Kendall Brookhart
Digital Literacy Librarian
Pierce County Library System

2. Description:
Discover how Pierce County Library transformed passive resource lists into our successful, interactive Microsoft Certification Program (MCP). Gain insight into how we broke communication barriers, learned how to better engage with online customers and keep them coming back. And discuss the tools and partnerships we utilized to design the program.

3. Contents: Certification Overview Program Phases & Development
Designing an Interactive Program
Certification Overview
Program Phases & Development
Current Program Design
Stats
Communicating with Online Customers
Who are our customers?
Points of Communication
s, s, s!
Tools & Partnerships
Using Existing Tools
Free Web Tools
Community Partners

4. Designing an Interactive Program

5. Certification Overview
Designing an Interactive Program

6. https://certiport. pearsonvue

7. Program Phases & Development
Designing an Interactive Program

8. MCP 1.0
Program Phases & Development

10. MCP 1.0 resource lists OUR THOUGHTS: Flexible Easy Access
Self-Directed Learning
RESULTS:
Not preparing
High failure rate
Very frustrated
FEEDBACK:
Confusing
Less valuable
“Tell me what to do!”

11. MCP 2.0
Program Phases & Development

13. Self-Assessments
Identifying Skill Levels

14. vouchers
Requirements

15. In-person prep class
“Tell me what to do!”

16. MCP 2.0 In-person prep class
OUR THOUGHTS:
Flexible
Easy Access
Self-Directed Learning
RESULTS:
Varied skill levels
Overwhelmed
Memorizing
FEEDBACK:
Class too slow or too fast
“Where do I start?”
“Do it for me?”

17. MCP 3.0
Program Phases & Development

19. MCP 3.0 3 Step Program OUR THOUGHTS: Structured Progressive
Self-Paced Learning
RESULTS:
One-Size-Fits-Most
Increased Confidence
Less Test Anxiety
FEEDBACK:
“This program is very user friendly and very helpful”
“The learning plan is very thorough in the options and requirements laid out.”
“Staff was very encouraging.”

20. Current Program Design
Designing an Interactive Program

21. Step 1. enroll
Current Program Design

22. Enrollment survey
Step 1. Enroll

23. Enrollment Survey
Step 1. Enroll

24. Step 2. learn
Current Program Design

25. Learning Plan
Step 2. Learn

26. Learning Plan
Step 2. Learn

27. Learning Plan
Step 2. Learn

28. Step 3. Learn
Current Program Design

29. Voucher
Step 3. Certify

30. Stats
Program Phases & Development

31. MCP Program Stats
44.3%

32. MCP Program Stats
78.1%

33. MCP Program Stats
60.1%

34. Communicating with Online Customers

35. Who are our customers?
Communicating with Online Customers

36. MCP Customers

37. MCP CUSTOMERS

38. MCP CUSTOMERS

39. MCP CUSTOMERS LAST JOB/INDUSTRY Retail Education Customer Service
Military IT

40. MCP CUSTOMERS

41. Points of communication
Communicating with Online Customers

42. MCP 1.0 & 2.0 MCP 3.0 Participant contacts us
During in-person prep class
During testing session
Participant contacts us
After enrolling
After completing learning plan
Registration reminder/notification
During practice session
During testing session
After testing session (pass or fail)
Monthly newsletter
When your voucher expires

43. s, s, s!
Communicating with Online Customers

45. Tools & Partnerships

46. Existing tools WordPress (partner with IT)
Outlook (work , group account)
Lynda.com (library paid resource)
Library Aware (monthly newsletter)

47. Free web tools Goodwill Community Foundation (gcflearnfree.org)
Google Forms/Sheets (free account)
MailChimp (monthly newsletter)
Microsoft Virtual Academy (MTA courses)

48. Community partners IT Department (update computers & test software)
WA State Library (provides exam & practice test inventory)
WorkSource Pierce (monthly orientations)

49. Questions?

50. Thank you ! Thank you ! Kendall Brookhart
Digital Literacy Librarian | Pierce County Library
gethired.pcls.us