The client
Langley Canadian Reformed Church is a Protestant church in British Columbia, Canada which belongs to the Canadian and American Reformed Churches.
The need
The client had a team of volunteer audio/video technicians, each of whom was doing things slightly differently.
The solution
I took their existing and outdated cheat sheet, detailed and updated it to match the current equipment setup, and divided it into three different procedures according to when the tasks were performed (before, during, and after). New procedures were written cover pre- and post-production activities, such as preparing slides for projection, DVD and CD mastering and distribution, digital video/audio mastering and distribution, and PDF mastering and distribution when video and audio recordings were not available.
All procedures use a hierarchical step format, with the major steps serving as reminders of the overall flow of the procedure, and minor steps providing the step-by-step detail needed by newer technicians.
I also developed an organizational chart and position descriptions for each role on the team. A dress code was later added as well.
I personally trained all team members on the new procedures, and some team members were trained to a level where they were then qualified to be trainers themselves. A self-paced mentorship model was instituted to allow each learner to grow their comfort zone with minimal stress. Our team earned a very good reputation for being among the best trained in the country.