Training Curriculum's

Welcome to Theatre Manager's Training Curriculum

Expectations while the Trainer is Onsite

Coverage for Telephones, Meetings and Appointments

  • Please have a volunteer, or someone who will not be involved in the training sessions, cover answering telephones and taking box office ticket sales on paper. This assists in eliminating interruptions during training.
  • Wherever possible, reschedule meetings and appointments to dedicate time to the training sessions exclusively. Another option is to see if another staff member could attend the meeting/appointment on the trainee's behalf.

Training Environment

  • For optimum training, you need to set aside a dedicated training area (large board room, classroom) where everyone will comfortably fit for the day long training sessions.
  • Prepare to have at least 1 computer for every 2 people. We have found training is best when each person has his or her own computer to work with. Our training is ‘hands-on’ learning, this maximizes the learning opportunities by ‘doing’ and not ‘watching’. Each training computer will require access to the network to communicate with the database. Access to the Internet is not mandatory, but is helpful when we are reviewing web sales and email blasts.
  • Please ensure there are enough available power plugs and power supply for all the additional workstations/laptops/projectors in the training room. The Trainer will require a minimum of 1 and up to a possible 3 outlets (depending on additional hardware you may have purchased) made available to them.
  • The work and data that is required to be entered into Theatre Manager will be done by your organization's staff members (the trainee's). The training sessions are geared towards hands on experience by the end user, rather then a sit back and watch style of training.

    The trainer is not responsible for adding new data to the system. It will be up to your organization's staff members to add/create the required data into the system on a timely fashion to keep the progress of the training sessions moving forward.

  • If wireless network access is not available, an extra Ethernet port, within the training area for our trainer's laptop is helpful. This allows us access to the database as we perform the training functions.
  • Easy access to bottled water, coffee, tea, etc. would be gratefully appreciated. In most cases, the Trainer is constantly talking and the refreshment(s) replenish a dry mouth. This will enable the Trainer to keep "going strong" throughout your training sessions.

Training Times

  • To maximize your learning time while the Arts Management Trainer is onsite, training encompasses the full day for each of the training days.
  • The starting time is open to discussion and can be slightly adjusted. This discussion will need a confirmation from the Arts Management Trainer and depending on the requested starting time, may require some special considerations
  • A typical training day is as follows:
    • 9:00am - 10:25am - Training Session
    • 10:25am - 10:35am - Short Break
    • 10:35am - 12:00pm - Training Session
    • 12:00pm -1:00pm - Lunch Break
    • 1:00pm - 2:25pm - Training Session
    • 2:25pm - 2:35pm - Short Break
    • 2:35pm - 5:00pm - Training Session
  • We request the trainees show up a few minutes prior to the training session. This ensures that not only can the Trainer keep on schedule, but it allows you to maximize the Trainer's time and knowledge transfer.

Cross training staff members who miss a training session

  • Although not a requirement, it is recommended that a team lead or representative from each department that will be utilizing Theatre Manager, be present for the entire training process. Most certainly box office, and including but not limited to development/fundraising, marketing and accounting. Understanding the setup and creation of another departments data is important to know how your department may use that data or may assist in understanding the impact of that data within your own department.
  • It is the responsibility of your organization to bring other staff members up to speed on topics previously covered. Due to the short time span for your conversion process and training, re-training on topics covered in a previous session impacts the training of other topics. It is important for staff members to be prepared and available for the appropriate sessions.
  • With so many different topics that need to be covered throughout the various sessions, repeating a session will impact the training schedule and may cause other sessions to be dropped from the training curriculum.

Employees with Special Requirements or Requests

  • Let the Trainer know if someone on your staff requires any special handling during the training process. For example, if a staff member is dyslectic, or requires additional smoking breaks, or is required to leave the room every 60 minutes to check on something.
  • When we know ahead of time of any special requests, we are in a better position to adjust either the training curriculum or "training style" to make the training process move more smoothly for all individual(s).
For a downloadable 'binder' of the Checklists
  • 2 weeks prior to training
  • 1 week prior to training
  • Remote Install
  • Days 1-8
Click Here

New Installations – Self Hosted Clients

Welcome to Theatre Manager!
For a downloadable 'binder' of the Checklists
  • 2 weeks prior to training
  • 1 week prior to training
  • Remote Install
  • Days 1-8
Click Here

Preparation

Preparation for our onsite arrival will ensure a more successful implementation of Theatre Manager.

2 Weeks Prior

New and Existing Hardware Setup

  • Have any new computer workstations or servers setup, configured, and tested for network connections.
  • Installation of all Operating System Updates and Patches on:
    • Theatre Manager's Database Server
    • Apache Web Listener
    • Theatre Manager Web Listener workstation(s)
    • All workstations that you intend to have Theatre Manager installed on.
  • At minimum, configuration of software based firewalls to allow the required TCP/IP Ports (5432, 6181) for the Workstation Ports
  • Create the DMZ location for the Apache Web Server used exclusively for online web sales

Router

  • Refer to Router Ports
  • At minimum, configuration of TCP/IP Port Forwarding for ports 80, 443
  • At minimum, configuration of TCP/IP Port 5111 from internal network to Apache Web Server located in the DMZ
For a downloadable checklist of this information
Click Here

1 Week Prior

Prepare the Box Office for Closure

Once your database is sent to AMS for conversion, you will no longer be able to enter ticket sales, donations, or data of any kind. You may use it for reference, but not data entry. If your Box Office is required to be open during this time, please contact Arts Management System’s Marketing and Sales Department for further instructions about what you will need to do.


Send your database(s) to Arts Management Systems to start converting

Complete your End of Day in your current software application(s) and send the information to Arts Management you require to be imported into Theatre Manager. The actual date the data is required to be sent, will be provided to you by Arts Management.


Information to Prepare for Day 1 of Training

  • The "Local" Administrator password for the database server. This may be a different password then the "Domain" Administrator account. This account is required for the database server only.
  • If you have a Network Domain setup, the "Domain" Administrator user ID and password for the server and workstation(s)
  • If you are not using a Network Domain setup, the "Local" Administrator user ID and password for workstation(s)
  • If you are using a Wireless Network that will be used by the Onsite Trainer, the Wireless Network password
  • Chart of Accounts (a list of the General Ledger accounts - just the account number and account description) used to maintain money received from patrons, revenues for events, gift certificates, donations, memberships, tax accounts, etc. ready and available for training
  • Fiscal Year Starting Month (i.e. January 1, July 1, September 1)
  • Venue Maps of the venue(s) (for reserved seat sales) indicating the various sections, rows, and seats numbering patterns. Please ensure that this map is accurate to the actual physical seats in the venue. If you are unsure, please physically walk to the venue(s) prior to the trainer’s arrival and count the number of seats in each row to match them to the Venue Map. It has been our experience that over time and with possible changes to the venue itself, the Venue Map image may not represent the current physical venue layout.
  • Brochures (these inform us of pricing options for single and season tickets)
  • Organizational Chart
  • Evening contact phone numbers (for data verification questions)
  • Credit Card Merchant Account Setup Information
  • Examples of Gift Certificates that you provide patrons
  • Samples of existing ticket(s) that you are currently providing to the patrons. This will assist in designing the new ticket layout, which Theatre Manager will be printing.
  • Samples of existing reports that you are currently use for event balancing and revenue accounting. These reports will be useful in determining which of the many reports in Theatre Manager are comparable to those you already work with.
  • A pricing chart of the venue(s) indicating the various price levels based on where the patron sits, “scaled” or “tiered” houses. (if applicable)
  • A pricing chart for the various ticket prices, including season packages the patron may purchase.
  • A list of the various sales promotions used for discounting when selling tickets.
  • A list of the upcoming events (dates and times) and the prices charged to the patrons for each event.
  • Sample donation thank-you letter, donation solicitation request, pledge payment reminders that you would provide to a donor
  • Sample marketing letters that you would provide to a patron
For a downloadable checklist of this information
Click Here

Prepare for the Remote Installation

  • Review the information under Remote Installation of Software to verify that the required computer(s) are in place and the user id/password information required for the remote setup is ready

1 Day Prior


Creating a Training Area

  • Prepare the training area for ample room for workstations
  • Prepare the training area for and required Ethernet Hubs, Wireless network access
  • Have in place additional powerbars and/or extension cords

Remote Installation of Software

Remote Access

Arts Management will require remote access to the Database Server, TM Web Server and TM Web Listener workstation(s) to complete the installation of Theatre Manager's key components. There are two options for providing remote access:

  1. Provide Arts Management step-by-step instructions for your remote connection preference including any username and passwords that we may encounter along the way during the connection process.
  2. Use the Remote Assistance application that we have built directly into Theatre Manager's application (Team Viewer) For more information on TeamViewer and how it functions please click here.

A Team Viewer Remote Assistance installer can be downloaded from the Arts Management website and can be used to provide a remote Session ID and Password. If required, install on the Database Server, TM Web Server and the TM Web Listener workstation(s).

  1. Download the TeamViewer installer to the desktop using the links below:

    THE INSTALLATION FILE FOR PC:
    http://www2.artsman.com/Software/AMSQuickSupportPC.zip

    THE INSTALLATION FILE FOR MAC:
    http://www2.artsman.com/Software/AMSQuickSupportMac.zip

  2. Extract the TeamViewer installer to the desktop.
  3. Open the AMSQuickSupport folder on the desktop.
  4. Double click on the AMSQuickSupport icon to start the application.
  5. A new window will appear displaying an ID and Password.

    It may take a few moments for the ID to populate. If the ID does not populate it may be the network security settings do not allow for communication on port 80 or 5938.

  6. Provide the Session ID and Password shown on the window to the Arts Management Support Team. This will enable them to gain access to that computer.

___________________________________________________________

For a downloadable checklist of the following information
Click Here

Check the Setup of Each Computer Before Providing Arts Management Access

  • Database Server, TM Web Server, and Web Listener(s) - Verify Apple/Windows Operating System Auto Updates has been turned OFF
  • Database Server, TM Web Server, and Web Listener(s) - If the Apple/Windows Firewall has been turned on, allow the necessary TCP/IP Port access through for the required Theatre Manager ports
  • Database Server, TM Web Server, and Web Listener(s) - hard drive spin down has been disabled
  • Web Listener(s) - Wireless access has been disabled

Logging into the Computers Before Providing Arts Management Access

  • Log into the Database Server as the "local" Administrator account. Do not log into the Database Server using the Domain Administrator account as the PostgreSQL database engine requires that the user id being logged in is the Local Administrator account during the installation process.
  • Log into the Database Server in 'console' mode. If possible, go directly to the server's main monitor and keyboard and log in. Creating a 'Remote Session' and then providing us remote access to the 'Remote Session' in many cases causes issues during the installation process.
  • If it is required to create a RDC session to the Database Server, TM Web Server, and/or Web Listener Workstation(s), do not 'Close' or 'Minimize' the RDC session at any time for it will disable TeamViewer's remote access. You may 'Shrink' the window down and move it out of the way if you desire to use your own terminal for another task and move the RDC connection out of the way.
  • Log into the TM Web Server and Web Listener(s) workstations using the Administrator account. You may log into these computers using the Domain Administrator account and you may use a RDC session if required.

Information to Provide Arts Management

  • The Administrator password to access each of the Database Server, TM Web Server, and Web Listener Workstation(s)
  • If your using TeamViewer, the Session ID and Password for each of the Database Server, TM Web Server, and Web Listener Workstation(s)

Installation of the Software

If your organization is taking advantage of the Remote Installation, the following will be done approximately 4 to 7 days prior to the trainers onsite arrival:
  • Downloading of all Theatre Manager software applications
  • PostgreSQL Database Server
    • Installation and configuration of PostgreSQL Database Server
    • Creation and setup of the Theatre Manager's Demo database
    • Setup of Daily Backup Script for Theatre Manager's database
    • Installation and configuration of Theatre Manager's application
    • Testing connectivity testing between Web Listener workstation(s) and to the TM Web Server
    • Testing TCP/IP Port 5432 is not being blocked by firewalls
  • TM Web Server
    • Installation and configuration of TM Web Server
    • Installation of the default set of online web sales pages
    • Testing connectivity to each Web Listener workstation(s) and out to the Internet
    • Testing required ports are not being blocked by firewalls
    • Starting the process for setup up of the web site ticketing sub-domain http://tickets.xxxxxx.xxx
    • Starting the process for setup of the web site ticketing TLS confirmation email address
  • Web Listener Workstation
    • Installation and configuration of Theatre Manager's application
    • Testing connectivity testing between Database Server, TM Web Server, and Internet access
    • Testing TCP/IP Port 5000 is not being blocked by firewalls
  • Network
    • Test the TCP/IP Ports 80, 443 are Port Forwarded to the TM Web Server
    • Test the TCP/IP Port 6181 is open to outbound

How Long will the Process Take?

In most cases, the remote install will take approximate 4+/- hours to complete, however we would recommend anticipating that we will be spending a good portion of the day not only setting up Theatre Manager, but testing the interaction between the Database Server, TM Web Server, and Web Listener Workstation(s). The time to complete the upgrade process will depend on:
  • Speed of your remote access
  • Hardware architecture
  • Receiving the required remote access and administrator passwords
  • The current state of the network and TCP/IP port settings

Day 1 Morning

For a downloadable checklist of all of Day 1
Click Here


Please have Ready for Trainer's Arrival

  • The "Local" Administrator password for the database server. This may be a different password then the "Domain" Administrator account. This account is required for the database server only.
  • If you have a Network Domain setup, the "Domain" Administrator user ID and password for the server and workstation(s)
  • If you are not using a Network Domain setup, the "Local" Administrator user ID and password for workstation(s)
  • If you are using a Wireless Network that will be used by the Onsite Trainer, the Wireless Network password
  • Chart of Accounts (a list of the General Ledger accounts) used to maintain money received from patrons, revenues for events, gift certificates, donations, memberships, tax accounts, etc. ready and available for training
  • Fiscal Year Starting Month
  • Venue Maps of the venue(s) (for reserved seat sales) indicating the various sections, rows, and seats numbering patterns. Please ensure that this map is accurate to the actual physical seats in the venue. If you are unsure, please walk to the venue(s) prior to the trainer’s arrival.
  • Brochures (these inform us of pricing options for single and season tickets)
  • Organizational Chart
  • Evening contact phone numbers (for data verification questions)
  • Credit Card Merchant Account Setup Information
  • Examples of Gift Certificates that you provide patrons
  • Samples of existing ticket(s) that you are currently providing to the patrons. This will assist in designing the new ticket layout, which Theatre Manager will be printing.
  • Samples of existing reports that you are currently use for event balancing and revenue accounting. These reports will be useful in determining which of the many reports in Theatre Manager are comparable to those you already work with.
  • A pricing chart of the venue(s) indicating the various price levels based on where the patron sits, “scaled” or “tiered” houses. (if applicable)
  • A pricing chart for the various ticket prices, including season packages the patron may purchase.
  • A list of the various sales promotions used for discounting when selling tickets.
  • A list of the upcoming events (dates and times) and the prices charged to the patrons for each event.
  • Sample donation thank-you letter, donation solicitation request, pledge payment reminders that you would provide to a donor
  • Sample marketing letters that you would provide to a patron

Onsite Trainer Arrives

As this is most likely the first time to your facility for our training, providing the trainer a sense of your organization is important as then they can get a better sense of how to customize the training they will provide to your organization. Some ideas to give them a sense of your organization are:
  • Location and setup of the box office
  • Location and walk through of the venue seating location(s)
  • Locations for other administration staff's offices
Some other helpful locations to know about are:
  • Location of the training location
  • Location of a coffee/lunch room area
  • Location of the water closet

Meet & Greet

  • All staff members should attend this important meeting (usually 30-90 minutes)
  • Have staff bring their goals and hopes for the new software
  • Arts Management goal is to get you functioning by the end of training
  • You may not be using all 100% of Theatre Manager by the end of training
  • Bring forward any changes in the training agenda based on your specific goals

Getting to Know Your Business

  • Seating chart layouts
  • Events that you have upcoming
  • Pricing Information – Price categories, promotions, discounts, zone pricing within the venue
  • Deferred/Earned Revenue
  • Breakdown of ticket revenue within the General Ledger
  • Additional Fees or surcharges that you charge to patrons
  • Gift Certificates, Memberships, and Passes
  • Donation Campaigns
  • Donation Giving Levels

Pricing Strategy

  • Review the existing pricing strategy for base prices for single, group, season, etc. prices
  • Review the existing pricing strategy for discounted tickets (2 for 1, 10% discounts, seniors)
  • Create a crossover spreadsheet on how the existing pricing strategy will be implemented within Theatre Manager's price codes and sales promotions

Data Exporting

  • Where do we stand on the progress of the data exporting?
  • Patron Data
  • Mail Lists
  • Patron Relationship Data
  • Media/Press Information
  • Ticketing Data
  • Donation Data
  • Memberships
  • Outstanding Gift Certificates
  • Volunteer Information and History of Activities
  • Any other databases on employee’s computers
  • Exporting final data conversion from existing databases

Data Preparation for Importing

  • Clarification & preparation of patron data that is required to be imported

Day 1 Afternoon

For a downloadable checklist of all of Day 1
Click Here

Installation of the Software

If your organization took advantage of the Remote Installation, the trainer will quickly review the location and setup for each server(s) and less time will be spent on this task. If the remote installation did not happen, then the trainer will take the time to complete the Remote Installation tasks first, prior to completing the following setup:
  • Complete hardware inventory (recording IPs, passwords, specifications, etc.)
  • Installation and configuration of Theatre Manager on each of the workstations
  • Connectivity testing from workstations to server
  • Check on status - setup up of sub-domain http://tickets.xxxxxx.yyy
  • Check on status - router port forwarding 80, 443, 20, 21, 6181 etc.
  • Check on status - getting TSL confirmation email address
  • Start – SMTP Mail Server, authentication required?, user id, password
  • Start - Testing of SMTP Mail Settings to verify that emails can be sent from Theatre Manager
  • Ensure copies of non-Theatre Manager applications are available (PowerPoint, Excel)

Install Converted Database

  • Installation and setup of the converted database
  • Review any imported data for verification of accuracy

Venue Maps

For this training session, it will be important to have at least 1 workstation available that has MS Excel and MS Powerpoint installed on it.
  • Theory around Price Codes and Sales Promotions
  • Start creating a Venue Map
  • Creation of seat layout
  • Creation of seat names (section, row and seat descriptions)
  • Assigning Best Available Seating (to allow Theatre Manager to know exactly the order in which the box office wishes to sell each seat within a venue)
  • Defining Best Seating Area for patrons to choose from when purchasing tickets via the web

Day 1 Homework

For a downloadable checklist of all of Day 1
Click Here

Venue Maps (Box Office)

  • Cleanup of graphic picture and seat locations within the map

Data Preparation for Importing (Box Office)

  • Export out all final data from the existing computer system that is required to be imported into Theatre Manager

Reports (Box Office & Development)

  • If not already provided to the Trainer, Box Office & Development to print out sample copies of common reports from the Prior System they run on a regular basis (end of day, end of end, month end, end of show, etc.)
  • Also provide the criteria or conditions used to generate the report

Data Importing (Arts Management)

  • Finalize cleanup of Patron information
  • Import Patrons

Day 2 Morning

For a downloadable checklist of all of Day 2
Click Here

Install Updated Database

  • Install updated/data imported database
  • Review any imported data for verification of accuracy

Getting to Know Your Business

  • Complete any ‘getting to know your business’ discussions from the prior session

Venue Maps

  • Complete venue map(s) creation to a point where they can be used for event creation
  • Cleanup of seat square layout (make the map look pretty)

Creating General Ledger

  • Theatre Manager’s required accounts
  • Deferred/Earned accounts

Data Preparation for Importing

Review the questions from the Arts Management Data Import Team that they may have on your data they are trying to import.
  • Clarification & preparation of Events, Performances, Tickets, Mail Lists, and Volunteer information
  • Some cleanup of data may be required in an Microsoft Excel spreadsheet containing Event & Performance information. This information will be required to be completed prior to importing any tickets.

Day 2 Afternoon

For a downloadable checklist of all of Day 2
Click Here

Creating Sales Promotions

  • Creation of sales promotions

Creating Events

  • Start creating Ticketing Events (when the map has been completed)

Setup of System Tables

There is many areas within the System Tables that will need to be updated. Today's settings will pertain to the ticket selling portion only. Some of the setup will be done by the trainer at this time. Time has been allocated within the schedule to review these tables in more detail.
  • System Preferences
  • Company Preferences
  • Tax Tables
  • Payment Methods

Data Preparation for Importing

Review the questions from the Arts Management Data Import Team that they may have on your data they are trying to import.
  • Complete the cleanup of data may be required in an Excel spreadsheet containing Event & Performance information. This information will be required to be completed prior to importing any tickets.

Day 2 Homework

For a downloadable checklist of all of Day 2
Click Here

Venue Maps (Box Office)

  • Cleanup of graphic picture and seat locations within the map

Data Preparation for Importing (Box Office)

  • If the spreadsheet has not been completed, complete the cleanup of data may be required in an Excel spreadsheet containing Event & Performance information. This information will be required to be completed prior to importing any tickets.

Reports (Box Office & Development)

  • If not already provided to the Trainer, Box Office & Development to print out sample copies of common reports from the Prior System they run on a regular basis (end of day, end of end, month end, end of show, etc.)
  • Also provide the criteria or conditions used to generate the report

Data Importing (Arts Management)

  • Finalize cleanup of Events, Performances, and Mail Lists
  • Import Events and Performances

Day 3 Morning

For a downloadable checklist of all of Day 3
Click Here

Install Updated Database

  • Install updated/data imported database
  • Review any imported data for verification of accuracy

Review of Prior Training Topics

  • Review of Venue Map setup and default price codes
  • Review of Ticket Event Setup process for the event(s) that have been setup
  • Review of Pricing Strategy to verify that the "what about this situation of pricing" as been covered. This review is import to reflect back on all possible pricing conditions to make sure that they have been entered into Theatre Manager.

Continue Venue Setup

  • Continue creating and additional Venue Maps

Finalize Ticket Event Setup

  • Continue creating Ticketing Events
  • Continue creating sales promotions, enabling/disabling event sales promotions as required

Continue Setup of System Tables

  • Continued setup of General Ledger Accounts
  • Final setup of code table values for Default Posting Accounts, Payment Methods, Tax Tables, Fee Tables, Merchant Accounts
  • Continued setup of code table values for Reason Why Patron Bought, Salutations, Suffixes, Patron Types, Locations, etc.

Preparation for Training on Ticket Sales

This setup may be done quickly by the Trainer just to get some information ready for the ticket sales training session. Time has been allocated later in the installation process to cover it in more detail.
  • Setup of a donation campaign(s) that would be used by the box office if they received a donation during a ticket sale.
  • If applicable, setup of a donation campaign(s) that would be used by the box office if a ticket was returned and converted into a donation rather then refunding the money back to the patron
  • Setup of Donation code table for Why Patron Gave (as it relates to the donation)
  • Setup of the Gift Certificate.
  • If applicable, setup of a Ticket Voucher that would be used by the box office if a ticket was returned and converted into a voucher rather than refunding the money back to the patron

Data Preparation for Importing

  • Clarification & preparation of Tickets, Volunteer Data, and any other final data

Day 3 Afternoon

For a downloadable checklist of all of Day 3
Click Here

Employee Setup

  • Setup of Employees and Donation Solicitors
  • This section is to "create" employees only within Theatre Manager's database
  • The setting of the security levels for what each employee can do and has access to within Theatre Manager's database, is held in a separate training session.

Finalize Installation of the Software/Hardware

Depending on what is outstanding to be setup, it may or may not require the assistance of your IT Department to assist in the completion of some tasks.
  • Installation of Theatre Manager's application on all remaining workstations
  • Setup and testing of ticket printers
  • Setup and testing of credit card swipes (if applicable)
  • Setup and testing of bar code scanners (if applicable)
  • Testing for sub-domain http://tickets.xxxxxx.yyy
  • Final setup of TM Server with TLS certificate (if purchased through AMS)
  • Testing of Web Sales using the standard default pages
  • The Trainer will provide some customization to the standard set of web pages based on the venue's existing web site (background/foreground color selections, font and link styles, page header images, etc.)

Meeting with Executive Director - Review of Onsite Training

  • Status update of where we are in the training process
  • Outstanding tasks that need to be completed
  • Missed topics that were part of the base curriculum and reasons why they were missed
  • Possible options (cancel future topics, shortened time allocation to future topics, postpone a future topic for another onsite training session in the future) to catch up on any missed topics

Day 3 Homework

For a downloadable checklist of all of Day 3
Click Here

Reports (Box Office & Development)

  • If not already provided to the Trainer, Box Office & Development to print out sample copies of common reports from the Prior System they run on a regular basis (end of day, end of end, month end, end of show, etc.)
  • Also provide the criteria or conditions used to generate the report

Data Importing (Arts Management)

  • Finalize Donation Campaigns, Giving Levels, Donations
  • Import Mail Lists, Donation Campaigns, Giving Levels, Donations

Day 4 Morning

For a downloadable checklist of all of Day 4
Click Here

Install Updated Database

  • Install updated/data imported database
  • Review any imported data for verification of accuracy

Create Training Database

  • Create a training database to not effect live data

Theatre Manager Introduction

  • Logging into the database
  • Toolbar Functionality and Menu Introduction

Patron Management

  • Finding Existing Patrons
  • Tricks for searching different ways for patrons
  • Different Patron Icons
  • Changing displayed columns, re-ordering the displayed columns
  • Editing Existing Patrons
  • Creating New Patrons (multiple address and contact numbers)
  • Patron Marketing Tabs (Marketing, Profile, Patron, Contacts, Address, Donor, Media)
  • Patron Contact Flags
  • Concept of Households versus Patrons (How they are used with each other)
  • Merging Duplicate Patrons
  • Merging Patrons into a Common Households, Setting Primary Patrons
  • Splitting Patrons from a Common Households back into Separate Accounts

Ticket Sales

  • Single Ticket Sales
  • Ticket Exchanges
  • Ticket Quick Change of Price Code and /or Sales Promotion
  • Ticket Refunds (cash refund, for a donation, for a voucher, for fixing a mistake)
  • Ticket Fees (Ticket Handling, Mailing Fee, Exchange Fee)
  • Ticket Fee Setup – Verify they are set correctly and automatically applied
  • Ticket Holds versus Ticket Timed Holds for Specific Patrons
  • Inserting a donation and/or Gift Certificate in conjunction with a ticket sale
  • Group Tickets
  • Season Ticket Sales (First year only)

Day 4 Afternoon

For a downloadable checklist of all of Day 4
Click Here

Ticket Sales (Continued)

  • Continue on the topics from the prior Ticket Sales session

Donation Receiving with a Ticket Sale

This will only review the process of receiving a donation at the time of a ticket sale. More time in a separate session as been allocated for the full training on the Donation Module.
  • Receiving a donation at the time of a ticket sale
  • Turning a returned ticket sale into a Donation, rather than refunding the money

Gift Certificates Selling/Redemption

  • Selling Gift Certificates
  • Redeeming Gift Certificates
  • Turning a returned ticket sale into a Gift Voucher/Certificate, rather than refunding the money

Understanding Accounts Receivable

  • When to use payment method ‘On Account’
  • Order Reservations (option of Order Reservation and its implications)
  • Refunding ‘On Account’
  • Buying ‘On Account’

Managing A Sale After the Fact

  • Best Ways to Fix Mistakes that are Identified by the End-Of-Day Process
  • Adding Payment to An Existing Order
  • Correcting Ticket Fees within an Order
  • When to create a New Order versus Editing an Existing Order
  • Printing Invoices from the Patron window

End of Day Processing

  • Till Balancing for each employee (Box Office)

Box Office & Development Reports from Prior System

  • If not already done, provide the Trainer sample copies of reports and criteria used in the Prior System to generate the reports

Day 4 Homework

For a downloadable checklist of all of Day 4
Click Here

Data Importing (Arts Management)

  • Finalize cleanup of Tickets information
  • Finalize cleanup of Volunteer information
  • Any changes to previously imported data

Break Time

For a downloadable checklist of all of Break Day
Click Here

NO ONSITE TRAINING

  • Approximately occurs between Day 4 and Day 5 and could be the Saturday and Sunday
  • Although the trainer is not onsite, the trainer is actively completing any outstanding setup items needed for your installation along with coordinating the continuation of the data importing process.
  • If there is data importing happening over the break, there will be no live database as the database will be taken offline to complete the data import process. If the database is required to be used during the Break Time to complete outstanding items, please coordinate times with the Data Import Team.
  • Please remember that we may be calling the assigned staff member in case the Data Import Team has questions about the data and requires clarification of the data during the Break Time.

Box Office

  • Go home to relax as there will be more new information during Day 5 to Day 8, but do not forget the information that was covered during Day 1 to Day 4.
  • The box office staff can use this time to catch up on any past work that they are required to do.

Data Importing (Arts Management)

  • Import Historical Tickets
  • Import Volunteer information and any any other data that has been received
  • Complete End-Of-Day Processing for Imported Data

Day 5 Morning

For a downloadable checklist of all of Day 5
Click Here

Install Updated Database

  • Install updated/data imported database
  • Review any imported data for verification of accuracy

Review of Prior Topics

  • Patron Management
  • Ticket Sales

Gift Certificates, Memberships, and Passes

  • Membership Setup
  • Internal vs. External names
  • Edits and Controls
  • Statistics
  • Selling Gift Certificates, Memberships, and Passes
  • Redeeming Gift Certificates, Memberships, and Passes

Day 5 Afternoon

For a downloadable checklist of all of Day 5
Click Here

Donation Campaigns

  • Internal vs. External names
  • Edits and Controls of each Campaign
  • Statistics

Donation Giving Levels

  • Giving Level Matrix Setup

Donation Management

  • Introduction to the Donor Marketing Tab
  • Entering new donations from the patron window
  • Program year versus Fiscal year versus Calendar year
  • Matching Gifts & Automatic setup of Matching Gift receivables
  • Automatic maintaining of Financial Year for past, current, and future years
  • Maintaining Solicitors, and if they received a commission for getting the donation
  • Allowing Program Giving Levels to be calculated on donations, soft credits, and/or matching gifts or a combination of them all.
  • Customize the donation specific Marketing Fields
  • Defaults and customization of Program Names
  • Maintaining the next contact date for this patron so the patron can become an annual donor
  • Easy maintenance of who your Matching Gift Companies are
  • At a glance overview of donor giving history for the past 8 years, averages, maximums, and minimums

Word Processing

  • Introduction to the new word processing module
  • Designating the file used for the letter data
  • Creating a form letter

Form Letter Merging

  • Assign a Donation Thank You letter to a Specific Donation
  • Print out the Donation Thank You Letter

Advanced Donation Management

  • Printing Donation Receipts (Canadian Clients)
  • Developing Pledge Payment Schedules
  • Assigning Pledge Payment Reminder Letters
  • Sending of Payment Reminders
  • To-Do’s and Contact Notes
  • Allowing multiple Soft Credits per donation
  • Easy setting of Relationships between donors
  • History tracking of each pledge letter, donation thank you, contact note, and donation tax receipt sent to this patron
  • Various security options available that can be defined for each employee to define what they can and cannot do
  • Review of the numerous donation detail, summary, giving trends, giving level, reports geared towards telemarketers, board members, development staff, and management.

Finalize Donation Setup

  • Final setup of General Ledger if current, future, or past accounts need to be defined
  • Final setup of System Tables

Day 5 Homework

For a downloadable checklist of all of Day 5
Click Here

Box Office

  • Box office to complete final changes to venue maps (if no data import tonight)
  • Box office to review the standard ticket face to see if any changes are required
  • Confirm that all imported patron, mail list, event, performance and ticketing data is complete and accurate

Development

  • Development to make any necessary changes to the imported donation campaigns
  • Confirm that all imported patron, mail list, relationship, donation data is complete and accurate

Data Importing (Arts Management)

  • Any changes to previously imported data

Day 6 Morning

For a downloadable checklist of all of Day 6
Click Here

Install Updated Database

  • Install updated/data imported database
  • Review any imported data for verification of accuracy

Review of Prior Topics

  • Patron Management
  • Ticket Sales
  • Donation Management

End of Day Processing

  • Till Balancing for each employee (Box Office and Development)
  • Creating a Deposit, Sales Posting, and Posting to the General Ledger
  • Printing the End-Of-Day Reports

Online Credit Card Payment Server

  • Review of Online Credit Card Payment Server Reports
  • Settlement of Online Credit Card Payment Server via Theatre Manager
  • Forced Deposit Issues (stop, drop, and roll!)
  • Management of Online Credit Card Payment Server (Box Office needs easy access)
  • Review of Online Credit Card Payment Server manual settlements procedure
  • Review of the 4 Major Players Involved with Processing Credit Cards
    • Theatre Manager – entry and collection of data that talks to the Online Credit Card Payment Server
    • Online Credit Card Payment Server – Middleman who receives data from Theatre Manger and communicates with your Service Provider; then communicates back to Theatre Manager.
    • Service Provider – the entity that authorizes the credit card. Do you have their contact information easily available?
    • Your Bank – the location where the Service Provider deposits the money after a successful settlement of the Online Credit Card Payment Server.

Transferring End-Of-Day Activity into Accounting Package

  • Theatre Manager is based on Accrual Accounting Principles and as such, all reports for End-Of-Day summary of activity are presented in that fashion.
  • Review of Theatre Manager's End-Of-Day Reports to make sure that the selected report to have the Box Office run at the end of each day will provide the information in the best possible layout for the accountant.
  • Review of Theatre Manager's Account Receivables Reports

Managing A Sale After the Fact

  • Fixing Incorrect Pre-Deposited Payments and Post-Deposited Payments
  • Printing an Invoice from the Patron Window
  • Printing Invoices from the Batch Functions menu
  • Printing an Invoice and Emailing the Invoice to the Patron for the Patron Window

Day 6 Afternoon

For a downloadable checklist of all of Day 6
Click Here

Mail Lists

  • Difference between Who (mail list) and What (report)
  • Database mining to build Mail Lists
  • Adding Specific Patrons to a Mail List
  • Removing Specific Patrons from a Mail List
  • Using the powerful “Having” button
  • Combining various Mail Lists into a single Mail Lists

Label Printing and Exporting Data via Mail Lists

  • Printing Address Labels and Envelopes
  • Exporting Patron Names & Addresses for External Use
  • Printing a Form Letter to be sent to Patrons on a Mail List

Word Processing

This section may not need to be covered again if it was covered during the Donation Management training session.
  • Review of the word processing module
  • Designating the file used for the letter data
  • Creating a form letter

Form Letter Merging

  • Merging a Form Letter with a Mail List
  • Email Blasts - This will cover only high level overview. More detailed information can be provided if there is time available on Day 8 or during a separate training session (i.e. Follow Up Training)

Introduction to Reports

The purpose of this session is not to learn each and every report in Theatre Manager, rather it is used to learn about the Report Criteria Window and how to access the data so you print Theatre Manager's reports.
  • Box Office and Donation Reports
  • Indepth review of Part of the Criteria Window
  • Using Filters to quickly find data base fields
  • Saving reports as PDF's for saving on the Server
  • Creating Custom Categories
  • Saving and using previously saved criteria
  • Using the “Test” button
  • Running similar reports with the same criteria
  • Altering the criteria on the existing data
  • Exporting data directly into MS Excel documents
  • Producing reports in Theatre Manager that mimic the reports from your prior system (based on the reports that have been supplied to the Trainer)
  • Creating criteria for reports that mimic the report criteria from your prior system (based on the reports that have been supplied to the Trainer)

Meeting with Executive Director - Review of Onsite Training

  • Status update of where we are in the training process
  • Outstanding tasks that need to be completed
  • Missed topics that were part of the base curriculum and reasons why they were missed
  • Possible options (cancel future topics, shortened time allocation to future topics, postpone a future topic for another onsite training session in the future) to catch up on any missed topics

Day 6 Homework

For a downloadable checklist of all of Day 6
Click Here

Preparation for Going Live

  • Box Office to start entering any sales into Theatre Manager that were received since the Data Import Cutoff Data and have already been reported to the Accounting Department.

Day 7 Morning

For a downloadable checklist of all of Day 7
Click Here

Meeting with Web Designer

  • Quick introduction with the Web Designer
  • Explain the role that they may most likely will be playing within editing of the standard web pages

Online Web Sales

  • Review of architecture involved (Apache, Web Listener, Online Credit Card Payment Server)
  • Starting/Stopping the Web Sales Listener
  • Review the role that the Web Sales Listener plays in tracking all the interaction happening for online web sales
  • Starting URL https://tickets.xxxxxx.yyy
  • Logging into the online web sales module to review the options:
    • Anonymous browsing
    • Creating a new patron account
    • Purchasing Tickets
    • Purchasing Gift Certificates
    • Making a Donation
    • Review of the Shopping Cart
    • Adding oneself to a mail list
    • Updating personal contact information (name, email, address, phone number)
    • Updating personal contact methods (do not mail, do not email)
    • Completing a web order

      In order to get the full experience of what happens online, participants will need to enter in a valid Credit Card to complete their online purchase. Immediately after the training session, any and all credit card authorization(s) created during the training session will be voided and any item(s) purchased will be cancelled. Participants should be prepared to have at least one credit card available to complete at least one online web sale order that the group is able to review.

  • Emails that are received by the patron during the online shopping experiences - which they can be (and should be) all customized to your venues specific requirements. Think of these emails as a form of advertising.

Web Sales Page Customizations

  • Review the location for where the Apache/htdocs is located
  • Review the base set of code and html page naming conventions
  • Reminder of the importance of 'Clearing Cache' to enable web page changes to take effect
  • Provide link to Theatre Manager's online help created specifically for the web developer
  • For remote access to the Apache Server by the Web Designer, the IT Department must provide the required access
  • For remote access to the Web Listener by the Web Designer, the IT Department must provide the required access

If Arts Management was contracted to perform the Web Sales Customizations, the Trainer will compose a list of the required changes identified during this morning's session. Arts Management will then allocate a separate date and time in the future to complete those changes. This will allow the Trainer to spend the time bringing your staff up to speed on how to use Theatre Manager rather then taking time away from training to complete the Web Sales Customizations.

Day 7 Afternoon

For a downloadable checklist of all of Day 7
Click Here

Web Sales Management

  • Starting/Stopping the Web Sales Listener
  • Checking for Web Sales Activity
    • Shopping Cart Window Review
      • Review of completed shopping carts
      • Review of in progress shopping carts
      • Review of timeout/cancelled shopping carts
    • Patron window Shopping Cart list
    • Running a report of web sales activity [Order Detail-by Patron (Ticket, Pass, Gift Certificate, Donation, Fee and Payment)]
  • Current Internet Holds Window
  • Pending Unsent Emails Window
  • Web Listener Log Window
  • Completing a payment transaction for a patron who doesn't want to enter their credit card number over the internet
  • Discussion of what to do with the tickets sold via the Internet
  • Discussion of what to do with the Gift Certificates sold via the Internet
  • Discussion of what to do with the Donations sold via the Internet
  • Set up Work Flow Notifications for Gift Certificates and Donations
  • Batch ticket printing for online web sales that are required to be mailed to the patron

Updating Theatre Manager for Online Content

  • Setting Events available for sale online (immediately, date/time specific)
  • Setting Gift Certificates available for sale online
  • Setting Donation Campaigns available for sale online
  • Setting Sales promotions available for online ticket purchases
  • Taking an event/performance offsale immediately
  • Defining the maximum number of tickets in a shopping cart, maximum number of tickets for an event, maximum number of tickets for a performance
  • Setting of performance notes to show online via the Tickets page
  • Setting of event notes and images to show online for event information for the iPhone/iPad application

Web Sales Settings and Procedures

  • Review web options available (ask for donation, terms & conditions, showing price code/sales promotion)
  • Review the SMTP Mail Server settings in Company Preferences and in Employee Preferences
  • How to log in as the web listener user
  • Automatically having the web listener log into Theatre Manager upon startup of the computer
  • Daily check to make sure web is running and process to follow if it isn't

Day 7 Homework

For a downloadable checklist of all of Day 7
Click Here

Box Office

  • Continue entering past ticket sales to get all sales up to and including current date

Development

  • Continue entering past donations received to get all donations up to and including current date

All Staff

  • Continue to explore online web sales

Day 8 Morning

For a downloadable checklist of all of Day 8
Click Here

Employee Management

  • Defining and setting Employee Security Levels
  • Defining and setting Employee Access Restrictions
  • Defining and setting Employee Function Restrictions
  • Subscribe to Arts Management's RSS Feed via Employee Preferences

Ticket Faces

Any customizations to the ticket faces will be done by the Trainer. The time spent in this section is normally done independently to allow the Trainer to concentrate on completing the changes as quickly as possible.
  • Finalize Customization of Event Ticket Faces
  • Finalize Customization of Credit Card Receipts
  • Finalize Customization of Gift Certificate Tickets

Batch Ticket Printing

  • Printing Tickets for mailing
  • Printing Tickets the night of the event
  • Printing Tickets for web sales

Support for Theatre Manager

  • Use Theatre Manager's online help site to first search for your answer
  • Subscribe to Arts Management's RSS Feed
  • Contacting Arts Management for Technical Support
  • Discussion about the difference of Support versus Training
  • Process for checking for new updates to Theatre Manager
  • Process for installing Theatre Manager on a New Workstation
  • Updating Theatre Manager on Existing Workstations (Push Out versus Walk Around)

Bringing New Staff Members Onboard

  • Existing users should be crossing training new users
  • Departing employees should be cross training new employees
  • Use Theatre Manager's screen casts from our online help site to train on each section
  • Use Theatre Manager's online help site to first search for your answer
  • Subscribe to Arts Management's RSS Feed
  • Create a Training Database and let the new staff member learn without effecting "live" data
  • Optional onsite followup training
  • Optional telephone training

Day 8 Afternoon

For a downloadable checklist of all of Day 8
Click Here

Review of Outstanding Tasks

  • Review of what has been completed to date
  • Review of the next steps within the process before able to go live with Theatre Manager
  • Assigning of responsibility for each of the tasks to get completed
  • Determine estimated time for completion for outstanding tasks

Meeting with Executive Director - Review of Onsite Training

  • On how training went
  • Outstanding tasks that need to be completed
  • Missed topics that were part of the base curriculum and reasons why they were missed
  • Possible options (future onsite training session, telephone training sessions) to catch up on any missed topics

Open Floor Questions/Review of Prior Topics

  • Venue Maps
  • Event Management
  • Patron Management
  • Ticket Sales
  • Gift Certificates, Memberships, and Passes
  • Donation Management
  • End-Of-Day Procedures
  • Online Credit Card Payment Server
  • Word Processing
  • Form Letter Merging
  • Mail Lists
  • Printing Mail Labels
  • Reports
  • Exporting Patron Names & Addresses for External Use
  • Web Sales Management
  • Employee Management
  • Available time for revisting a missed session
  • Available time for a new session that is not part of the Core Training Curriculum

Onsite Trainer Departs

  • All the best to all who participated during this training process! The optimum training process and experience is directly related to the effort that each one of the participants put into it on a daily basis.

Day 8 Homework

For a downloadable checklist of all of Day 8
Click Here

Box Office

  • Staff to continue entering missed sales since start of data conversion ‘cut off’ and entering in all new ticket sales

Development

  • Staff to continue entering missed donations since start of data conversion ‘cut off’ and entering in all new donations received

Web Developer

  • Complete any requested customized web sales page changes required

All Staff

  • Continue to work on all outstanding tasks that were not completed during training.

Follow Up Training

New clients who request follow up training 6 to 8 months after the initial installation of Theatre Manager or existing clients who wish onsite training on specific Training Topics, the onsite training curriculum will depend on your specific requests and the number of onsite training days that you asked for.

Using the following Day 1 through Day 4 outline:

  • If 1 day was purchased, then use Day 1
  • If 2 days were purchased, then use Day 1 and Day 4
  • If 3 days were purchased, then use Day 1, Day 2, and Day 4
  • If 4 days were purchased, then use Day 1, Day 2, Day 3, and Day 4
  • If 5 or more days were purchased, then use Day 1, Day 2, Day 3, repeat Day 3 again until the last day, then end on Day 4

Preparation

Preparation for our onsite arrival will ensure a more successful implementation of Theatre Manager's Follow-Up training.

Training Topics

Making the most of the training will depend on a clear list of specific topics your organization wishes to cover during the training time.

Please prioritize the list of topics you wish to cover. Your trainer will indicate if there is sufficient time to cover all the topics in the training time you have booked, or if topics will need to be limited to time constraints in order to touch base on each topic.

If it is deemed that there are too many topics for the training time, it will be your organization's choice if they wish to:

  1. Remove topics from the Training Topics list
  2. Allocate time limitations to certain topics, in order to touch base on all the topics in the list
  3. A combination of the above

Within each topic that you wish to have covered, have each person who will be attending the session write down (yes write them down) a list of questions, comments, concerns, or areas that they wish to have reviewed. In some cases, these questions will serve as the starting point for the training of that topic. Please prepare a copy of all questions from all the staff members to provide to the Onsite Trainer either in advance of their onsite arrival, or the morning of their arrival on Day 1.

Why do we suggest that everyone write down their questions? Simple answer is to make sure that nothing gets missed or forgotten to be asked while the trainer is onsite. There will be a lot of information about Theatre Manager occurring while the trainer is onsite and we have found that when it comes to the specific topic of training, questions that were really important to be asked, were not covered as the question was not asked.

2 Weeks Prior

New Hardware Setup

  • Have any new computer workstations or servers setup, configured, and tested for network connections.
  • Installation of all Operating System Updates and Patches on:
    • Theatre Manager's Database Server (if it is new)
    • Apache Web Listener (if it is new)
    • Theatre Manager Web Listener workstation(s) (if it is new)
    • All new workstations that you intend to have Theatre Manager installed on.
  • At minimum, configuration of software based firewalls to allow the required TCP/IP Ports (5432, 6181) for the Workstation Ports

Upgrade Theatre Manager

  • When providing training, we find it best to be training on the most recent version of Theatre Manager. Please visit our Upgrading Theatre Manager help page to review the steps involved.
  • With an onsite upgrade by the trainer, in most cases it is best to have it completed prior to the Training Topics being covered. Depending on your current version of Theatre Manager, it may take 4+ hours (or longer) to complete the upgrade. These 4+ hours would result in a loss of time allocated for actual training.
  • If you decide to have Theatre Manager upgraded while the trainer is onsite, inform Arts Management immediately. This will allow us to determine the best time allocation within the training schedule to complete the process. Depending on your current version of Theatre Manager, Arts Management will need to schedule resources to complete the task before the Onsite Trainer arrives.
  • It is our recommendation to have Theatre Manager Upgraded to the most recent version of Theatre Manager before the Onsite Trainer arrives.

1 Week Prior

Information to Prepare for Day 1 of Training

  • The "Local" Administrator password for the database server. This may be a different password then the "Domain" Administrator account. This account is required for the database server only.
  • If you have a Network Domain setup, the "Domain" Administrator user ID and password for the server and workstation(s)
  • If you are not using a Network Domain setup, the "Local" Administrator user ID and password for workstation(s)
  • If you are using a Wireless Network that will be used by the Onsite Trainer, the Wireless Network password
  • Actual examples of items/events/schedules in your upcoming (or existing) calendar
  • Depending on the specific training topics you have requested for, a projector and backdrop screen may be required. The projector is best for a computer hookup with a fairly high degree of resolution
  • Within each topic that you wish to have covered, have each person who will be attending the session write down (yes write them down) a list of questions, comments, concerns, or areas that they wish to have reviewed. In some cases, these questions will serve as the starting point for the training of that topic. Please prepare a copy of all questions from all the staff members to provide to the onsite trainer either in advance of their onsite arrival, or the morning of their arrival on Day 1.

Upgrade Theatre Manager

  • When providing training, we find it best to be training on the most recent version of Theatre Manager. Please visit our Upgrading Theatre Manager help page to review the steps involved.
  • With an onsite upgrade by the trainer, in most cases it is best to have it completed prior to the Training Topics being covered. Depending on your current version of Theatre Manager, it may take 4+ hours (or longer) to complete the upgrade. These 4+ hours would result in a loss of time allocated for actual training.
  • If you have decided (from the 2 Weeks Prior preparation tasks) to have Theatre Manager upgraded while the trainer is onsite and have not indicated this to Arts Management, please inform Arts Management immediately. This will allow us to determine the best time allocation within the training schedule to complete the process. Depending on your current version of Theatre Manager, Arts Management will need to schedule resources to complete the task before the Onsite Trainer arrives.
  • It is our recommendation to have Theatre Manager Upgraded to the most recent version of Theatre Manager before the Onsite Trainer arrives.

1 Day Prior

Creating a Training Area

  • Prepare the training area for ample room for workstations
  • Prepare the training area for and required Ethernet Hubs, Wireless network access
  • Have in place additional powerbars and/or extension cords
  • If required, setup the projector and backdrop screen

Information to Prepare for Day 1 of Training

  • Within each topic that you wish to have covered, have each person who will be attending the session write down (yes write them down) a list of questions, comments, concerns, or areas that they wish to have reviewed. In some cases, these questions will serve as the starting point for the training of that topic. Please prepare a copy of all questions from all the staff members to provide to the onsite trainer either in advance of their onsite arrival, or the morning of their arrival on Day 1.

Day 1 Morning

Please have Ready for Trainer's Arrival

  • The "Local" Administrator password for the database server. This may be a different password then the "Domain" Administrator account. This account is required for the database server only.
  • If you have a Network Domain setup, the "Domain" Administrator user ID and password for the server and workstation(s)
  • If you are not using a Network Domain setup, the "Local" Administrator user ID and password for workstation(s)
  • If you are using a Wireless Network that will be used by the Onsite Trainer, the Wireless Network password
  • The itemized list of questions by topic that each of the staff members wants to cover for each Training Topic

Onsite Trainer Arrives

As this is most likely the first time to your facility for our training, providing the trainer a sense of your organization is important as then they can get a better sense of how to customize the training they will provide to your organization. Some ideas to give them a sense of your organization are:
  • Location and setup of the box office
  • Location and walk through of the venue seating location(s)
  • Locations for other administration staff's offices
Some other helpful locations to know about are:
  • Location of the training location
  • Location of a coffee/lunch room area
  • Location of the water closet

Meet & Greet

  • All staff members should attend this important meeting (usually 30 minutes)
  • You may not be using all 100% of Theatre Manager by the end of training
  • Bring forward any changes in the training agenda based on your specific goals

Review the Training Topics

  • Review the Training Topics that were provided prior to the trainers arrival
  • Agree on the sequence that the topics will be covered in and the time allocation for each topic

Proceed with Training

  • Start with the first topic

Day 1 Afternoon

Continue with Training

  • Continue with the Training Topics

Day 1 Homework

Software Installation (IT Department)

If your organization requires Theatre Manager to be installed on additional workstations for any new users that require access, the Theatre Manager installation files will be provided.
  • Installation and configuration of Theatre Manager on each of the workstations
  • Connectivity testing from workstations to server

Day 2 Morning

Continue with Training

  • Continue with the Training Topics

Day 2 Afternoon

Continue with Training

  • Continue with the Training Topics

Meeting with Executive Director - Review of Onsite Training

  • Status update of where we are in the training process
  • Outstanding tasks that need to be completed
  • Missed topics that were part of the agenda and reasons why they were missed
  • Possible options (cancel future topics, shortened time allocation to future topics, postpone a future topic for another onsite training session in the future) to catch up on any missed topics

Day 3 Morning

Continue with Training

  • Continue with the Training Topics

Day 3 Afternoon

Continue with Training

  • Continue with the Training Topics

Day 4 Morning

Continue with Training

  • Continue with the Training Topics

Support for Theatre Manager

  • Use Theatre Manager's online help site to first search for your answer
  • Subscribe to Arts Management's RSS Feed
  • Contacting Arts Management for Technical Support
  • Discussion about the difference of Support versus Training
  • Process for checking for new updates to Theatre Manager
  • Process for installing Theatre Manager on a New Workstation
  • Updating Theatre Manager on Existing Workstations (Push Out versus Walk Around)

Bringing New Staff Members Onboard

  • Existing users should be crossing training new users
  • Departing employees should be cross training new employees
  • Use Theatre Manager's screen casts from our online help site to train on each section
  • Use Theatre Manager's online help site to first search for your answer
  • Subscribe to Arts Management's RSS Feed
  • Create a Training Database and let the new staff member learn without effecting "live" data
  • Optional onsite followup training
  • Optional telephone training

Day 4 Afternoon

Continue with Training

  • Continue with the Training Topics

Meeting with Executive Director - Review of Onsite Training

  • On how training went
  • Outstanding tasks that need to be completed
  • Missed topics that were part of the base curriculum and reasons why they were missed
  • Possible options (future onsite training session, telephone training sessions) to catch up on any missed topics

Break Time


Open Floor Questions/Review of Prior Topics

  • Previously covered topics
  • Available time for revisiting a missed session
  • Any new topics that were not part of the original agenda

Onsite Trainer Departs

  • All the best to all who participated during this training process! The optimum training process and experience is directly related to the effort that each one of the participants put into it on a daily basis.

Facility Management

Welcome to Facility Management!
For a downloadable 'binder' of the Checklists
  • Preparation
  • Days 1-4
Click Here

Preparation

Preparation for our onsite arrival will ensure a more successful implementation of Theatre Manager's Facility Management module.

For a downloadable checklist of this information
Click Here

1 Week Prior


Information to Prepare for Day 1 of Training

  • The "Local" Administrator password for the database server. This may be a different password then the "Domain" Administrator account. This account is required for the database server only.
  • If you have a Network Domain setup, the "Domain" Administrator user ID and password for the server and workstation(s)
  • If you are not using a Network Domain setup, the "Local" Administrator user ID and password for workstation(s)
  • If you are using a Wireless Network that will be used by the Onsite Trainer, the Wireless Network password
  • Actual examples of items/events/schedules in your upcoming (or existing) calendar
  • Arrange for a projector and backdrop screen. The projector is best for a computer hookup with a fairly high degree of resolution

1 Day Prior


Creating a Training Area

  • Prepare the training area for ample room for workstations
  • Prepare the training area for and required Ethernet Hubs, Wireless network access
  • Have in place additional powerbars and/or extension cords
  • Setup the projector and backdrop screen

Day 1 Morning

Please have Ready for Trainer's Arrival

  • The "Local" Administrator password for the database server. This may be a different password then the "Domain" Administrator account. This account is required for the database server only.
  • If you have a Network Domain setup, the "Domain" Administrator user ID and password for the server and workstation(s)
  • If you are not using a Network Domain setup, the "Local" Administrator user ID and password for workstation(s)
  • If you are using a Wireless Network that will be used by the Onsite Trainer, the Wireless Network password

Onsite Trainer Arrives

As this is most likely the first time to your facility for our training, providing the trainer a sense of your organization is important as then they can get a better sense of how to customize the training they will provide to your organization. Some ideas to give them a sense of your organization are:
  • Location and setup of the box office
  • Location and walk through of the venue seating location(s)
  • Locations for other administration staff's offices
Some other helpful locations to know about are:
  • Location of the training location
  • Location of a coffee/lunch room area
  • Location of the water closet

Meet & Greet

  • All staff members should attend this important meeting (usually 30 minutes)
  • You may not be using all 100% of Theatre Manager by the end of training
  • Bring forward any changes in the training agenda based on your specific goals

Who Should be Attending this Overview Session?

  • General Manager
    • Why things didn't work out as planned
    • How did item 'x' or item 'y' fell through the cracks
  • Business Manager
    • Invoicing and billing
  • Facility Manager
    • Venue/Building Availability
    • Providing overall picture of what date/time is available for bookings
    • Providing overall picture of what date/time for scheduling regular building maintenance projects
  • Project Manager
    • Single source of all scheduling
    • Overall views for each ongoing project
  • Artist Services Coordinator
    • Booking Venues, studio space for Artists
    • Booking Housing, accommodations for Artists
  • House Manager
    • Estimate labor requirements for external clients
    • Organization and allocating ushers, captains, and other people working the events
    • Taking/tracking housing deposits and payments
  • Box Office Manager
    • What is going on in the building as a whole
    • Monitor and react to changes to venue changes
  • Audio/Video Engineers
    • Project staffing requirements for where everyone needs to be
  • Master Carpenter
    • What is going on in the building as a whole
    • What is happening next
    • Arrangement of the crews
  • Senior Management
    • What is going on in the building as a whole
    • High level view of what is going on

Getting to Know Your Business

  • Events/Projects that you have upcoming
  • Your existing method of scheduling and managing your facility
  • What you like/dislike when using your existing method(s) of scheduling and management of your facility
  • Opportunities for what you can use Facility Management for

Facility Management Overview

  • Slide Show Presentation containing the overview of Theatre Manager's Facility Management Module
  • "Hands-on" experience using the Facility Management Module will be part of the next session. This session will be a sit back and soak in the information presented.
For a downloadable checklist of all of the Day 1 Activities and information
Click Here

Day 1 Afternoon

Facility Management Overview (Continued - if required)

  • Slide Show Presentation containing the overview of Theatre Manager's Facility Management Module
  • "Hands-on" experience using the Facility Management Module will be part of the next session. This session will be a sit back and soak in the information presented.
For a downloadable checklist of all of the Day 1 Activities and information
Click Here

Day 1 Homework

Data Preparation for Exporting (IT Department)

  • Based on the existing scheduling software, export data that could potentially be imported into Theatre Manager (Projects, Volunteers, Positions, Resources, Inventory, Personnel Activities, Billing Rates, etc.)

Software Installation (IT Department)

If your organization requires Theatre Manager to be installed on additional workstations for any new users that require access, the Theatre Manager installation files will be provided.
  • Installation and configuration of Theatre Manager on each of the workstations
  • Connectivity testing from workstations to server
For a downloadable checklist of all of the Day 1 Activities and information
Click Here

Day 2 Morning

Employee Management

  • Create new employees for new users
  • Providing the basic required access (an indepth review of the access requirements will be done in a separate session)

Theatre Manager Introduction

  • Logging into the database
  • Toolbar Functionality and Menu Introduction
  • Accessing the Calendar

Terminology

  • What does Calendar mean?
  • What does Event mean?
  • What does Task mean?
  • What does Project mean?
  • What does Participant mean?
  • What does Employee/Staff mean?
  • What does Volunteer mean?
  • What does Resource mean?
  • What does Inventory mean?

Mechanics of Using the Calendar

  • Accessing the Calendar
  • Changing the views using Filters to display calendars with people, tasks, and projects
  • Navigation via the date toolbar
  • Changing the default calendar preferences for setting colors
  • Using quick buttons for hiding/showing information on the calendar
  • Saving your display preferences

Calendar Filters

  • Calendar management to isolate the view to a single venue or event; or a group of events; or to a related set of tasks
  • Creating Custom Views
  • Saving Calendar Filters
  • Filters can be Universal and Shared or kept Private

Break Time


Where to Start? (Project or Task.... Chicken or Egg)

  • Start with the Task or Project first?
  • Updating Code Tables - Task Types and Project Types
  • Updating Global Colors settings in the Calendar
  • Assigning Delegate Employees to Employees

Tasks

  • Making new tasks private
  • Adding attachments to tasks
For a downloadable checklist of all of the Day 2 Activities and information
Click Here

Day 2 Afternoon


Setting up Venues and Calendar Types

  • Setting up new venues, meeting rooms, dressing rooms, rehearsal halls
  • Updating Code Tables - Calendar Types
  • Updating Global Colors settings in the Calendar
  • Assigning Delegate Employees to Employee Preferences

Tasks (Continued)

  • Using your real life facility management cases, start adding tasks
  • Adding attachments to tasks

Resources & Inventory Management

  • Creating Resources
  • Defining Resource classifications
  • Creating Inventory
  • Determining profit versus non-profit costing
  • Setup of G/L Accounts for Cost of Goods Sold versus Income Accounts

Tasks (Continued)

  • Adding Resources/Inventory to tasks

Break Time


Project Management

  • Creating a New Project
  • Dragging existing tasks from the calendar into a Project
  • Adding new tasks to the project, then showing then on the calendar
  • Assigning Participants to the task, making them apart of the Project

Gantt Chart for Viewing and Project Management

  • Turning the Project into a Gantt Chart view

Project Management (Continued)

  • Use an Existing Project as a template and Duplicate it for 'next time' (very powerful)

Tasks (Continued)

  • Assigning Venues to tasks
  • Adding Resources/Inventory (billable and non-billable) to tasks
  • Adding Participants to tasks

Data Exporting/Importing

  • Review if there is any data to be imported (volunteers, positions, resources, projects, tasks, etc.)

Practice/Workshop Time

  • Go play with what you have learned and keep updating your projects

Meeting with Executive Director - Review of Onsite Training

  • Status update of where we are in the training process
  • Outstanding tasks that need to be completed
  • Missed topics that were part of the base curriculum and reasons why they were missed
  • Possible options (cancel future topics, shortened time allocation to future topics, postpone a future topic for another onsite training session in the future) to catch up on any missed topics

Data Exporting (IT Department)

  • Based on the existing scheduling software, export data that could potentially be imported into Theatre Manager (Projects, Volunteers, Positions, Resources, Inventory, Personnel Activities, Billing Rates, etc.)
For a downloadable checklist of all of the Day 2 Activities and information
Click Here

Day 2 Homework

Data Exporting (IT Department)

  • Based on the existing scheduling software, export data that could potentially be imported into Theatre Manager (Projects, Volunteers, Positions, Resources, Inventory, Personnel Activities, Billing Rates, etc.)

Data Importing (Arts Management)

  • If data has been provided to import:
    • Review the exported data to see if it could be imported
    • Import Resources, Inventory, Personnel Activities, Billing Rates, etc.

Facility Manager

  • If no data is going to be imported tonight:
    • Continue to setup Resources and Inventory used within the facility.
    • Continue to setup code table values associated with the Facility Management module.

Software Installation (IT Department)

If your organization requires Theatre Manager to be installed on additional workstations for any new users that require access, the Theatre Manager installation files will be provided.
  • Installation and configuration of Theatre Manager on each of the workstations
  • Connectivity testing from workstations to server
For a downloadable checklist of all of the Day 2 Activities and information
Click Here

Day 3 Morning


Install Updated Database (if required)

  • Install updated/data imported database
  • Review any imported data for verification of accuracy

Review of Prior Topics

  • Calendar Views
  • Creating a Calendar Filter

Vacation/Holidays and Background Tasks

  • Adding Statutory holidays to the calendar
  • Items going on all day long, that you want people just to know about
  • Employee Vacation days

Moving the Start Date of a Project

  • Project dependent tasks
  • Gantt dependent tasks
  • Manually moving tasks

Calendar Views

  • Multiple Calendar Views at one time
  • Variations of the calendar default views

Task Management

  • General Overview
  • Attaching Events to a task
    • Searching for Events & Performances
  • Attaching Resources to the task
    • Creating Resources as required
  • Review the Calendar display - Show by Resource, from the Resource Point-Of-View
  • Review the Calendar display - Show by Venue, from the Venue Point-Of-View
  • Review the Calendar display - Show by Employee, from the Employee Point-Of-View
  • Setting Alarms for reminder of important tasks

  • Break Time


    Personnel/Staff/Employees/Volunteers/Participants

    • Personnel versus Participants
    • Complete entering Participants/Staff
    • Add Volunteers

    Patron Management

    • Finding Existing Patrons
    • Tricks for searching different ways for patrons
    • Different Patron Icons
    • Changing displayed columns, re-ordering the displayed columns
    • Editing Existing Patrons
    • Creating New Patrons (multiple address and contact numbers)

    Personnel Management

    • Adding a desired position to personnel
    For a downloadable checklist of all of the Day 3 Activities and information
    Click Here

Day 3 Afternoon


Personnel Management (Continued)

  • Setting up new positions/job functions that are allowed to be assigned to personnel
  • Defining duration hours (before, after, during) for those positions
  • Defining billing rates/costs and G/L accounts for those positions
  • Return back and assign the new positions/job functions to personnel

Task Management (Continued)

  • Return to the previously created tasks and assign personnel positions

Personnel Management (Continued)

  • Return to the Personnel Window and see the history list being updated
  • Edit tasks assigned to the Personnel via the Tasks tab

Practice/Workshop Time

  • Practice locating patrons
  • Update the skill sets for your own personnel record and then other employees
  • Start updating your tasks with Resources and personnel assignments

Employee Management

  • Limiting the access to the new employees only to Facility Management & Personnel Windows
  • Update security to only include personnel management, versus marketing information
  • Excluding box office module, donation module, and other non-required modules
  • Providing view only access versus insert, edit, or delete privileges
  • Providing access to personnel to only print reports

Break Time


Project & Task (Continued)

  • Create 2 new tasks in the future, not assigned to a project or personnel
  • Create a new project
  • Click on the tasks tab
  • Take the tasks and drag it onto the list to associate it with a Project
  • Back to the question: Project or Task; Chicken or Egg
  • Adding new tasks within the Projects task list

Gantt Chart

  • Sounds really technical doesn't it?
  • Review the Gantt Chart window
  • Changing of views
  • Moving tasks within the Gantt Chart view
  • Editing tasks via the Gantt Chart view
  • Adding tasks via the Gantt Chart view
  • Linking Tasks with dependencies/relationships
  • Adding Suspensions to tasks
  • Adding Split-Times to tasks

Data Exporting/Importing

  • Review if there is any data to be imported (volunteers, positions, resources, projects, tasks, etc.)

Data Exporting (IT Department))

  • Finalize export for Projects, Volunteers, Positions, Resources, Inventory, Personnel Activities, Billing Rates, etc.

Practice/Workshop Time

  • Go play with what you have learned and keep updating your projects
For a downloadable checklist of all of the Day 3 Activities and information
Click Here

Day 3 Homework

Data Importing (Arts Management)

  • If data has been provided to import:
    • Finalize import for Resources, Inventory, Personnel Activities, Billing Rates, etc.

Facility Manager

  • If no data is going to be imported tonight:
    • Complete the setup of Employees to access Theatre Manager and assigning the required security access privileges.
    • Continue to setup Resources and Inventory used within the facility.
    • Continue to setup Personnel and assigning Personnel Positions/Job Functions.
    • Continue to setup code table values associated with the Facility Management module.
    For a downloadable checklist of all of the Day 3 Activities and information
    Click Here

Day 4 Morning

Install Updated Database (if required)

  • Install updated/data imported database
  • Review any imported data for verification of accuracy

Review of Prior Topics

  • Calendar Views
  • Creating a Calendar Filter
  • Creating a Project
  • Creating and updating Tasks
  • Updating Personnel with Positions

Notifications

Facility Management Notifications are different then Workflow Notifications. This section involves the management of what to do within the Pending Notifications Window.
  • General Startup Warnings
  • Tasks Assigned to You
  • Letters or Emails to be Sent
  • Email Responses Waiting to be Retrieved
  • Unsent Notifications
  • Awaiting Responses
  • Task/Meeting Notifications
  • New Responses from Participant Responses

Managing Incoming and Outgoing Personnel Email Notification Responses

  • Managing the Email responses outside of the Notifications Window

Invoicing and Billing

  • Printing out invoices for completed Projects
  • Maintaining default set of invoice comments

Practice/Workshop Time

  • Go play with what you have learned and keep updating your projects
For a downloadable checklist of all of the Day 4 Activities and information
Click Here

Day 4 Afternoon

Introduction to Reports

The purpose of this session is not to learn each and every report in Theatre Manager, rather it is used to learn about the Report Criteria Window and how to access the data so you print Theatre Manager's reports.
  • Facility Management Reports
  • Indepth review of Part of the Criteria Window
  • Using Filters to quickly find data base fields
  • Saving reports as PDF's for saving on the Server
  • Creating Custom Categories
  • Saving and using previously saved criteria
  • Using the “Test” button
  • Running similar reports with the same criteria
  • Altering the criteria on the existing data
  • Exporting data directly into MS Excel documents
  • Producing reports in Theatre Manager that mimic the reports from your prior system (based on the reports that have been supplied to the Trainer)
  • Creating criteria for reports that mimic the report criteria from your prior system (based on the reports that have been supplied to the Trainer)
  • **Printing the Calendar
  • **Printing the Gantt Chart
  • **People attached to a Project
  • **Who is doing What & When
  • **Reports on Venue Activity
  • **Reports on Staff Activity

Review of Outstanding Tasks

  • Review of what has been completed to date
  • Assigning of responsibility for each of the tasks to get completed
  • Determine estimated time for completion for outstanding tasks

Meeting with Executive Director - Review of Onsite Training

  • On how training went
  • Outstanding tasks that need to be completed
  • Missed topics that were part of the base curriculum and reasons why they were missed
  • Possible options (future onsite training session, telephone training sessions) to catch up on any missed topics

Break Time


Open Floor Questions/Review of Prior Topics

  • Project Management
  • Task Management
  • Resources Management
  • Patron Management
  • Employee Management
  • Pending Notifications Management
  • Invoices and Billing
  • Reports
  • Available time for revisiting a missed session

Practice/Workshop Time

  • Go play with what you have learned and keep updating your projects

Onsite Trainer Departs

  • All the best to all who participated during this training process! The optimum training process and experience is directly related to the effort that each one of the participants put into it on a daily basis.
For a downloadable checklist of all of the Day 4 Activities and information
Click Here

Day 4 Homework

Facility Manager

  • Complete the setup of Employees to access Theatre Manager and assigning the required security access privileges.
  • Continue to setup Resources and Inventory used within the facility.
  • Continue to setup Personnel and assigning Personnel Positions/Job Functions.
  • Continue to setup code table values associated with the Facility Management module.

All Staff

  • Continue to work on all outstanding tasks that were not completed during training.
For a downloadable checklist of all of the Day 4 Activities and information
Click Here

New Casual Box Office Staff

When you bring in new box office staff members or casual staff members, they need to be brought up to speed on the general basics of what they may need to know to perform their functions within the box office. The following is a listing of topics you can cover with a new casual staff member. This list of topics will vary, depending on their actual role and set of responsibilities.

The following list of topics is a guide for new box office members and/or casual staff members rather then the comprehensive list of the core set of tools and functions a Box Office Manager would need to learn and know for complete Theatre Manager application knowledge.

Another option is to allow the new box office member to follow a self-guided demonstration of the Theatre Manager application using a generic demo database. The step-by-step self-guided learning tool can be followed by the employee at their leisure.

Preparation Part 1: Setting Up A New User


Preparation Part 2: Creating a Training Database

  • Delete the old training database first (NOT the LIVE database)
  • Use a training database to allow the new employee to 'play around' without worry of 'backing out' what they do
  • Always use payment method of Cash - to avoid accidentally charging a real card
  • How to change from the LIVE to TRAINING database and just as important, how to change back to the LIVE database after training

How to log into Theatre Manager


Patron Management

  • The key to having success is knowing proper Patron Management. If you can find the patron, then you can move from there.
  • Searching for patrons
  • Updating patron accounts
  • Adding new patron accounts
  • Merging and Splitting Household Members (If applicable)

Ticket Selling

  • Before showing them 'how' to do it, you will need to explain to them your Box Office Policy rules for what you allow for Exchanges and Refunds of tickets:
    • Cross show exchanges
    • Waiving lower price and/or collecting for higher priced exchanged events
    • Price zones and/or pricing levels

  • Selling tickets
  • Exchanging tickets
  • Refunding tickets - they need to know this for the situations where they may need to just refund all the tickets and start over.
  • Overriding a held seat (wheelchair seats)
  • Holding tickets for a future release date (optional based on box office policy)
  • Releasing tickets (optional based on box office policy)

Processing/Handling Fees


Payments


Finishing the sale

  • Printing tickets immediately
  • Printing a cash and/or credit card receipts

Donations


Gift Certificates


Redemption of Passes and Gift Certificates


Activities After the Fact


Web Sales


Technical Situations

  • Providing log in access to the computer (not Theatre Manager, rather the actual computer) in case of reboot or power failure
  • How to insert new ticket stock, or clear a ticket stock jam of paper
  • Who to contact and/or how to restart the web listener
  • No power? No access to Theatre Manager? Take their money; write them a paper ticket; let them in the venue; process the ticket sales & payment later (don't panic)

The Day of the Event


End-of-Day Processing

  • Till Balancing (if applicable)
  • The complete EOD process is geared towards non-casual staff and will be run by the box office manager or equivalent.

Support & Help


Review Progress and Access to Modules

  • You'll need to monitor progress of your casual staff member to see if they need additional access to learn more as they may turn into a star employee