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Facilitating Ongoing Program Feedback: Webinar Recap

Written by 
Emma Schnee
September 23, 2020

During the month of September, MURAL's weekly Backstage Pass webinars are focused on working with social impact imagination workers. Each week, a new nonprofit or educator joins the MURAL team to engage in a live, collaborative coaching session to address a challenge they've been facing. Register here.

Amigos de las Américas is a nonprofit organization working to empower youth across the Americas to create positive change. They do this through a host of programs centered around cultural exchange, leadership, and ethical service.

<st-light-pink-bg>Amigos recently finished their first round of community impact virtual programs. Throughout the programs, Amigos gathered feedback from staff and participants to ensure that they could make informed pivots. A challenge they now face is how to communicate this evolution of feedback to alumni, prospective participants, families, and donors, and how Amigos implemented it to improve their program offerings.<st-light-pink-bg>

Amigos team members Logan Falley, Emily Padget, and Michael Cook joined MURAL’s Backstage Pass collaborative session with Hailey Temple and Emma Schnee to brainstorm different approaches in MURAL to creatively share the data and feedback behind their programs. Audience members were invited to collaborate visually on a solution. Some joined in by mapping the process of gathering feedback, while others strategized ways to communicate how Amigos implemented that feedback.

Watch the webinar recap and explore the mural to learn how to facilitate ongoing program feedback.

Replay the webinar 📹

Access the presentation mural 👀

Additional resources to explore 🔭

🙌 Learn more about MURAL for Nonprofits and see if your organization qualifies for a free workspace

🕒 For quick tips on remote work, check out our MURAL Minute YouTube Series

💻 Learn more about Amigos de las Américas

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Backstage Pass: Impact Edition

Visual collaboration experts coach nonprofits and educators making change.

📅 September 25 | How might we design virtual immersive experiences?


Hailey Temple: [00:00:00] So hi everyone. Welcome to MURAL Backstage Pass. I'm Hailey Temple. I am one of your hosts for today's session and you are going to basically get a behind the scenes look at a working session for a team in MURAL. So this is an opportunity for you to gather inspiration and also to help because we have an awesome program and team today from Amigos de las Americas, or just Amigos, who we will be working with throughout this session.

This is, I love coming on here on Fridays because this is really a community space for us to share advice, ask questions, share links, so if you have anything to share or any questions about MURAL, go ahead and put that in the chat and we'll be checking the chat throughout our session to address that. Yeah, please keep adding where you're calling in from today in the, in chat. We love hearing and learning about our global community.

So, with that, let me go ahead and share my screen and I'll come up here and what I'm also gonna do, I realize that many of you in the audience love to join us and look through this MURAL with us, so I'm gonna put this MURAL viewing link in the chat and you can please feel free to join in or you can just watch from the shared screen. No MURAL experience required for this session.

So, in a moment, I'll give a quick overview of the Amigos team and what Amigos is, but before we do, I wanted to invite our team at Amigos to do a quick warm up, so I'm gonna ask you guys to follow me [00:02:00] in the MURAL. You'll get a little popup that says follow Hailey. And so, what we're gonna do is actually make a little travel map together because I know all of you at Amigos have the travel bug and love exploring and I know we're stuck at home right now unfortunately, but I would love to know from you guys some places that you recommend traveling to once the quarantine or travel restrictions are lifted.

So, what you're gonna do is double click on this text box and type in your name and then press enter and think about what are s-, where would you recommend we travel to somewhere in the world and you can even add why. That's always really nice to know why it's a good place to go. And then simply drag it over to the area on the map where it is in the world. Any questions?

Emma Schnee: [00:02:58] [laughs]

Hailey Temple: [00:03:01] No? [crosstalk 00:03:02]

Emma Schnee: [00:03:01] ... choose.

Hailey Temple: [00:03:02] I know. I'm gonna give you guys a minute to think through, and if you need more, you can actually duplicate your your little location sticky by hitting command or control D, and that way you can make a couple of them. But start the timer for a minute to think about it. And then for our audience, I'm going to ask you to put your travel recommendations in the chat and we can actually make kind of a-a community travel map here and I'll add them into this MURAL.

And yes, for our audience I've only shared a view link so far. We don't want anyone to get, we don't want it to get too crazy [laughs] with different sticky notes and stuff, but please do put your travel recommendations into the chat. So, Catherine is recommending Ecuador. I'm gonna put [00:04:00] that over in Latin America. My geography skills are lacking, so I apologize if I don't put it in the right spot. Debra recommends the San Juan islands in the Pacific Northwest in the United States. I've heard good- [crosstalk 00:04:18]

Emma Schnee: [00:04:13] I'm going there this weekend actually. [laughs]

Hailey Temple: [00:04:15] Nice. Sarah recommends Dubrovnik, Croatia. [Samira 00:04:27] is, would love to go somewhere on the beach, somewhere warm, so if you have any recommendations team, please put that in there. Vegas, Quebec, ooh, Ireland and New Zealand, Stockholm, Swede-, or Archipelago in Sweden, Hawaii, nice.

All right, so, I'm going to now follow you guys as you share out your travel recommendation and the rest of us can actually follow one another by clicking on our avatars at the bottom of the MURAL to know more. So Emma, I'm gonna invite you to share out first, so introduce yourself to the, to the crew here and then tell us about your travel destination.

Emma Schnee: [00:05:02] Yeah. Hi everyone, my name is Emma. I'm on the MURAL team and I'm co-hosting with Hailey today, but I'm also very invested [laughs] in Amigos. I was a participant in their programs in high school and have worked for them in country as well as, as a training director for them this previous year before joining MURAL, so I have, I'm invested in both parties today. [laughs] but I, my travel suggestion was Palmares, Costa Rica, which was actually where I worked for Amigos the previous summer and it's just an amazing location where it's a little bit more inland, but also easy access to the beautiful coastline of Costa Rica, but then you're also still in the jungle environment and there's amazing communities there and food and people, so I suggest traveling there.

Hailey Temple: [00:05:53] Nice. Thank you. I'm adding some pictures as well to try and make, bring some visuals to our maps. All [00:06:00] right. Emily, welcome and tell us where should we travel. Where would you recommend?

Emily Padgett: [00:06:05] Yeah. Hi everybody. So excited to be here. my name is Emily. I'm a program manager at Amigos and although we don't have programs in Chile or Argentina right now, where I would recommend traveling is go to [Sempaena 00:06:30] National Park in Chilean Patagonia, so way-

Emma Schnee: [00:06:24] [laughs]

Hailey Temple: [00:06:25] Ooh.

Emily Padgett: [00:06:25] ... down in the South. had an opportunity to do some fun backpacking down there-

Hailey Temple: [00:06:30] Whoa. [crosstalk 00:06:42]

Emily Padgett: [00:06:31] ... which is, it's beautiful as you can see from this picture.

Hailey Temple: [00:06:35] That's insane.

Emily Padgett: [00:06:37] Yeah.

Hailey Temple: [00:06:37] Gorgeous. And you also recommended Alicante, Spain, which is-

Emily Padgett: [00:06:41] Yes.

Hailey Temple: [00:06:41] ... a beautiful place too.

Emily Padgett: [00:06:43] Alicante, also a beautiful space, right, a place right on the, right on the Mediterranean in, in Southern Spain. And I also put New Zealand on here. I haven't been to New Zealand, but personally that's next on my personal travel list is is going to, to both islands and goin' up and down.

Hailey Temple: [00:07:02] Yes.

Emily Padgett: [00:07:02] My dream is to do a day when I ski and go to the beach in the same weekend.

Hailey Temple: [00:07:09] Nice.

Emma Schnee: [00:07:10] Awesome.

Hailey Temple: [00:07:12] All right, thank you. Michael, I'm gonna-

Michael Cook: [00:07:16] I'm getting too into this. I'm trying to add pictures already. [laughs]

Emma Schnee: [00:07:19] [laughs]

Hailey Temple: [00:07:19] No, good.

Michael Cook: [00:07:20] I [crosstalk 00:07:33] love it. So hey everyone. it's great to be here. I'm also part of the Amigos team. I'm currently based out of Madison, Wisconsin. I saw some people in the chat say they're from Stevens Point so that's exciting. I think that for travel locations, I have two places that I'd recommend. one I put up here is Medellin, Columbia. my mom is from there. Grew up going to Columbia. I think it's a beautiful country that unfortunately gets a bad rap from our past, but has had an incredible you know, just innovative last few years. So definitely recommend that if you like art, food and cities.

Hailey Temple: [00:07:52] Mm-hmm.

Michael Cook: [00:07:52] And then a second location I put was Toliara or Ranomafana, Madagascar. was able to live there for two years in the past and [00:08:00] just a magical place that people don't ever really get to. lots of nature, lemurs and a lot of unique Malagasy culture.

Hailey Temple: [00:08:07] Lovely. Yeah, Medellin is one of my favorite places in the world truly.

Michael Cook: [00:08:11] It's amazing. [laughs]

Hailey Temple: [00:08:12] Beautiful, vibrant place and beautiful, vibrant people, so that's awesome. All right. Logan, where would you go in the world [crosstalk 00:08:37] or recommend?

Logan Falley: [00:08:22] I would recomme-, well, first of all, hi everyone. I'm Logan tuning in from Berkeley, California in the San Francisco Bay Area and my first recommendation is pretty close to home in Death Valley, California. California has just the wild terrain and especially if anyone out there is a Star Wars fan, a lot of the Star Wars movies were filmed in Death Valley. You can actually take a tour of various points of like Star Wars being filmed in Death Valley. But it's just a beautiful, vast desert that's pretty accessible.

Hailey Temple: [00:08:56] Yeah. I was there a coup-, I was there last weekend actually. It's pretty, it was insa-, yeah. It was insane. it was hot. It was really freakin' hot, but it really cool.

Logan Falley: [00:09:04] Oh yeah.

Hailey Temple: [00:09:05] [laughs]

Logan Falley: [00:09:06] It's breathtaking. And then I've had the opportunity, I've been fortunate enough to visit Asuncion, the capital of Uruguay and just fell in love with the city. It's, it's great. I had a very-

Hailey Temple: [00:09:24] Yeah. [crosstalk 00:09:45]. Beautiful. Thank you, guys. I appreciate it.

Logan Falley: [00:09:26] Sorry, I mixed that up. Montevideo was the capital of Uruguay. [laughs]

Hailey Temple: [00:09:31] Hey, that's, I'll, I'll also find a picture of Montevideo. I always confuse those two for some reason.

Logan Falley: [00:09:37] I apparently do too. Montevideo, I also recommend going to Asuncion, the capital of Paraguay.  [

Hailey Temple: [00:09:43] laughs] Yeah, that's why I always confuse them. Yeah.

Logan Falley: [00:09:45] ... quickly fell in love with Montevideo.

Hailey Temple: [00:09:47] Let's say both. I'll, let's safely say both-

Logan Falley: [00:09:50] Both.

Hailey Temple: [00:09:50] ... are probably beautiful. All right, thank you guys for sharing and I, and everyone in the chat for sure sharing their travel destinations as well. We have a global community and now we have [00:10:00] a global travel map to go to.

So, I'm going to, and thank you guys for the introductions, I'm going to invite you guys, I realize that we, people probably don't know too much about Amigos, so I wanna make sure they get a good overview of what your programs are and what the mission is at the organization. So let's go over here. Logan, tell us a little about Amigos. maybe it'll give us a few minutes to share. What does Amigos do and what are some of the programs you guys offer?

Logan Falley: [00:10:32] Yeah. Well, first of all Amigos has been serving youth and getting them outside of their comfort cer- zones and learning since 1965 and with the mission of basically a world where all people are lifelong leaders sharing responsibility for this global community that we all live in and our mission is to inspire leaders through authentic service and immersion experiences. And we do those by creating programs for youth in different countries.

Recently, as you can imagine the industry of international travel has drastically changed and [laughs] us along with many other organizations and other people like in the world we pivoted and st- we can still live out our visions, still accomplish our mission and that's through virtual programs.

Hailey Temple: [00:11:24] Mm-hmm [affirmative].

Logan Falley: [00:11:24] We recently ran a virtual program in the summer and are gearing up to lead one in the fall and Amigos has different flavors of programs that if you will to serve, you know, different youth from different places. there is, there's the Youth Ambassadors program. Michael Cook represents the Youth Ambassadors program, with us here today. Emmy manages our summer program, which is usually what people will hear of typically. and there's also Gap program that we're currently running virtually with Tufts University and so, just yeah. Lots of flavors all [00:12:00] doing the same thing just in different ways in order to cater to, you know, the needs of different people. And I don't know, Emmy, if you have an-, Emmy or Michael, if you have anything else to add that I might've missed.

Emily Padgett: [00:12:14] Yeah, I'll just jump in here and say that, so we're a registered 501[c][3]. so we're a nonprofit organization and our programs are primarily for youth ages 13 to 22, so all the way from middle school programming up until gap years. most of our programs are what we can think of as open enrollment, so anybody can sign up with the exception of our wonderful Youth Ambassadors program, which is a federally funded program, so we get funding for the, from the State Department to run those programs on behalf of the Bureau of Education and Cultural Affairs.

So, right now, in the times of COVID we are focused on diversifying our program slate. so not just offering opportunities for folks to travel away from their home community, but also what does engagement in within your own home community look like because we really believe that creating the next generation of leaders in our youth is more important than ever right now.

Hailey Temple: [00:13:26] Yeah. That's amazing. Michael, anything to add to that? I realize-

Michael Cook: [00:13:30] No, I think-

Hailey Temple: [00:13:31] ... it's, you have a [inaudible 00:14:14] to the program.

Michael Cook: [00:13:32] [laughs] I think Logan and Emmy shared a lot of good information.

Hailey Temple: [00:13:36] Awesome. And I definitely agree, this is, this sounds like an amazing program and and an important one to think about solving especially since people are probably used to and, and would enjoy going to these locations that you've recommended, but needing to think about making it a virtual experience.

So, I wanna shift over a little bit to focus on our challenge that we wanna [00:14:00] solve today in MURAL and in the audience, I want to invite you guys to a few of you into our session as panelists to act as consultants for the Amigos team with this context. S- and if you're interested in being a consultant in today's session, just type [laughs] Cecilia's already typing in, and all, you guys know the drill, an all caps yes. And what we'll do is invite you as panelists into the session on audio, on video to work with our team.

So, here's our challenge, as I mentioned, the team is now completely virtual and I think that they've been doing an epic job being very flexible given the situation and now they want to be able to share the impact of their, their programs based on feedback from the participants and the staff and then with other people who might be interested in volunteering. So, success means being able to create kind of a-a template in a way that the team can use to share stories and impact based on this ongoing feedback. Anything to add to that team?

Emma Schnee: [00:15:19] I would just add that this storytelling is really important because Amigos is really great at pivoting and collecting that feedback and in these moments where it's really challenging and everyone's like, "Oh gosh, what should we do?" Like these programs [laughs] have been so strong in the past with in person connection, like and Amigos is great in shifting immediately virtually.

And so, in that, these are new programs that are being created and the whole process is very iterative and so, in that phase of changing and this new the new changes that are made to these programs, it's really great to not only share the like beginning and the end [00:16:00] product that now is there, but sharing that journey of change. And so, I think that's kind of what our challenge is today of trying to figure out how can we best story tell the the process of kind of designing these programs and iterating throughout that process.

Logan Falley: [00:16:17] Thank you for adding that, Emma. And I, I would just like to add, and I don't know if we, if we mentioned this, but Emma's insights come from her, her long history with Amigos. She's been with us in a lotta, in many different capacities and was also a-a staff member actually on the past virtual summer program that we did. so Emmy definitely has really, or Emma definitely has really good insights and knows what she's talking about.

Hailey Temple: [00:16:43] Nice. I know we have an Emma and an Emily today. Sorry we had to make things complicated. All right, so I-I just promoted a pumple-, a couple of people up to panelists. I'm gonna keep it toJonathan, Lee, we have Cecilia and Ross. So, welcome to our panelists. We're so happy to have you and I'll make sure that you guys have the link to join. You'll have to sign in to participate, but it'll be really beneficial to have you do that. So, I'm gonna send it to all our panelists right now. And while they're joining, and this is a good, this facilitator practice, I should definitely lock this down.

Emma Schnee: [00:17:26] [laughs]

Hailey Temple: [00:17:26] That's my bad. I'm gonna ask the Amigos team, so Emma, Emily, Michael and Logan to tell us a little bit about this data and storytelling component, so the things that, the information you're collecting from participants and staff throughout and at the end of programs that helps inform these experiences right now and I think I'll set a timer for hmm, maybe like four minutes and we'll see if we need more time. It's flexible.

But in that time, I'm gonna ask our [00:18:00] consultants to be noting questions that you have for the Amigos team. So I'm gonna go ahead and make a space on this MURAL for our consultants to jot down their questions and I'll ask our consultants over here, gonna lock this down, to just double click in this area and add your questions on sticky notes.

Emma Schnee: [00:18:29] If you have questions and you're in the audience, not one of our panelists, feel free to put them in the chat and I can add them to the MURAL as well.

Hailey Temple: [00:18:38] Yes, thank you, Emma, I appreciate that. All right, Amigos team, let's start. So tell us a little bit about the feedback and storytelling components of your programs.

Emily Padgett: [00:18:50] Yeah, absolutely. So all of our programs are based around what's called positive youth development theory. there's several different [laughing] measurement and evaluation models that use that but what we're building, some of our programs at this point is using outcomes developed by USAID. so things like do the youth at the end of the program, do they feel capable of being leaders? Do they feel as though they have the skills to carry out community initiative? Things on that on that level, so that's sort of our longer term theory of change, right? So, if they do our programs, the idea is that then they are equipped to be a lifelong leader, sharing responsibility for our global community. So that's the, sort of the bigger picture of our measurement and evaluation.

The smaller picture is in addition to hearing about, you know, the ways that the youth have been impacted long-term, the smaller [00:20:00] picture is getting the feedback actually on our programs. So, the visualizations that you'll see on the right are from our most recent program about what their experience looked like and we use this in order to make changes and improve our programming in order to better, better meet the mission. we get feedback as Logan and, and Hailey put in here, through a variety of surveys very fun stuff, as well as through participatory evaluation at the end of the program and hopefully continued engagement. That's one of the ways that we know we're successful is if we have more folks like Emma who do our programs and them come back and help run them. I don't know if any other questions are, if that's...

Michael Cook: [00:20:50] No, I can share a little bit of perspective too from the Youth Ambassador side of you know, being a grant funded program from the Department of State's [inaudible 00:22:06] educal-cational and Cultural Affairs. We have a lot of different requirements for feedback as well and you know, quarterly reports and end of year reports that are too many pages [laughs] long sometimes. and it's interesting 'cause I think we have this, you know, really we're working on getting a lot more quantitative data.

But one of the challenges that I've personally found is like qualitative data, you know, when you're on the ground with students, they are throwing out quotes left and right and you're, you're actually very much seeing the feedback in like this live setting of kid comes in and says, "Wow, I had this amazing moment with my host family today where we talked about X, Y and Z." And so that is I think one of the ways that we get feedback today as well is you know, just in person human interaction of chatting over breakfast and you hear a quote or you hear a very much live experience. and I think that is one of the probably one of the more unique ways we get feedback which is not coming necessarily to a form or a survey and isn't something [00:22:00] that's necessarily recorded, but just something that you hear and trying to think of ways of how I can record that.

Emily Padgett: [00:22:09] And then, as a nonprofit, I guess the final way we'll share data is we use data in order to try to get more funding and this is a way we're trying to make our programs more accessible 'cause, you know, it is unfortunately expensive to do some of our programming and we're looking to part- looking to foundations and to donors to for the opportunity to support a-a greater diversity of, of participants. So, this data, the goal, one of the goals of this data is to, to solicit that support from, from donors and foundations as well.

Hailey Temple: [00:22:46] Got it. It's funny. I was on mute and I forgot to unmute myself and I started talking and then I was like, "Maybe that pause was good," because that was a really good insight as well. sometimes as the facilitator, you want to fill silence and sometimes it's okay to be quiet.

So thank you guys for sharing some of the, I just wanna unpack and reflect on what I heard. So, a couple of ways you collect that data and what you're trying to do is, of course with that information, prove the value of the programs, being able to share and convey the value to people who might be donating, being able to and of course convince people to come back and participate in again and again and it sounds like Michael you were saying it's hard in a virtual environment to get that qualitative information where, yeah, you would, you miss, and this is the same with lots of teens today, getting like those organic opportunities that come up when you have a lunch or something or you don't have an opportunity necessarily anymore to do that. so that's, that's really helpful and I appreciate you guys sharing that.

Now, I wanna turn it over to our consultants here [00:24:00] on the call who have started adding questions and Emma's been adding some questions from the audience, so thank you for doing that, Emma. So let me give a few minutes also for our consultants to start asking questions, and remembering that we're focused on thinking about alleviating some of these pain points which are the team needs to be able to tell a rich story based on the data that they're getting and I think there's also this element of being able to capture feedback in a way with the participants throughout the session throughout the program. I apologize. Throughout the program even though you aren't in person and maybe not have those opportunities as often.

So I'm gonna invite Ross. Ross, if you have any questions, I'll set a timer, but Ross, what's one question that you really wanna ask the group?

Ross Brunetti: [00:24:53] Yes. So I'm really interested in how the transition in your programming, when everything went remote, was received by the people that are participating in your program, especially the students and if there were anything that you discovered about the difference between the in person engagements and now the new opportunities in the remote? And if anything was better or, or worse in any of those improvements or opportunities that you find were working could be implemented or improved or highlighted through the feedback and storytelling that you're trying to share out with your constituents?

Emily Padgett: [00:25:32] Yeah, I think this is a, this is a great question. I think that one thing that we were proud of is that our data showed that the overall experience and I don't, like rating of like th-the participant experience was very comparable to the rest of our programs that we've operated for now 55 years. So, that was something we were really proud of that that stayed in the high 90s of of satisfaction with the program.

[00:26:00] the other metric that I've, or the other piece that I've been thinking about a lot is we ran a virtual program at a pretty reduced price over the summer as a pilot. so not knowing how successful we would be, we did run it at a reduced price and we, I think, tripled our enrollment expectations. so it was something that we, it was clearly a need for students to have a space to think about what is happening in the world and how they plug into it.

The final piece that I'll share is that our summer program was the most racially d-, like geographically and financially diverse program that we've run in our history and I think that a lot of that is because you don't have to get a passport, you don't have to get on a plane to have this experience. You can have it from your own your own bedroom or your own living room and that was yeah, something that we were very, we were thrilled with that this is a-a model that is more accessible to folks who need to work sometimes. They can't just take six weeks and go to Latin America.

It was more accessible to to folks who are actually from Latin America as well. We had a higher percentage of people participating from Latin America than we were able to support on our, on our summer programs. so yeah, those are just a couple of things  

Hailey Temple: [00:27:32] That's wonderful. Thank you. All right, let's see.Jonathan, what's one question you wanna ask the Amigos team?

Jonathan Sibley: [00:27:42] Okay. I have a bunch. I think the first one is the question about storytelling as, as the way to engage people versus dialogue and, and I'm wondering if, if there is a two-way component [00:28:00] that might engage people after you tell the stories.

Emily Padgett: [00:28:05] Yeah, absolutely. I think a big big supporters of our organization are donors, right? And these donors, it's about having those conversations and building those relationships through more, like you say, two-way storytelling. We have a lot of donors who are alumni so when they hear about a new virtual program, that thi-, that makes them think back to, "Oh, my Amigos experience was so different, but that's so cool that it's, it's being adapted to this new world."

I think the challenge where we do need to improve our storytelling is oftentimes when you, as a nonprofit, when you go to a major foundation, you're one of hundreds of applicants, that you need to stand out from a crowd. You need to get that meeting, so you can have that one on one dialogue, and that's I'm not on the development team, but [laughs] from what, from my previous work that's something that's really hard to do to get past just submitting your application and getting that meeting with those grant officers as well as like people who just find us over the internet. Like why are they gonna choose us before we can get them on a phone for more of a sales conversation? How do we tell them like, "We're really great at what we do. call us so we can talk to you about how how our programs can impact you, yo-, you or your child or your family."

Hailey Temple: [00:29:29] I love that. [laughs] My [crosstalk 00:31:29], the key message is, "We are great at what we do. Call us to learn more." [laughs] Which yeah, absolutely, it ne-, it's an important message to convey. Awesome. All right, Cecilia, what would you, what question do you have for the Amigos team?

Cecilia La Torre Ramirez: [00:29:48] Hi, Hailey. Hey everyone. I have to say first, I have, I was super excited because this is a big mix, three things that I love. I'm from Peru, I love youth development and I love data, so that was like, "Yay." [laughs]

Hailey Temple: [00:29:59] This [00:30:00] is a trifecta. Nice.

Logan Falley: [00:30:01] I was like, Cecilia, where, where in Peru are you from?

Cecilia La Torre Ramirez: [00:30:04] I'm from Lima. I'm from Lima.

Logan Falley: [00:30:05] I used to live in, I used to live in Trujillo.

Emma Schnee: [00:30:06] Oh my god, I [crosstalk 00:32:05]-

Logan Falley: [00:30:06] I lived in Trujillo for a few years. Yeah.

Cecilia La Torre Ramirez: [00:30:11] Lot of fun there. Beautiful-

Logan Falley: [00:30:12] Mm.

Cecilia La Torre Ramirez: [00:30:12] ... beaches.

Emma Schnee: [00:30:12] [laughs]

Cecilia La Torre Ramirez: [00:30:13] I'll go through my questions. Sorry, got excited.

Hailey Temple: [00:30:16] No, you're good. You're good. if you don't mind, I'm actually like in a sea of sticky notes. it's hard to pick our p- specific questions, so can you change the sticky note? I'll add a few minutes. can you change the sticky note that you wanna ask about or the question you wanna ask about?

Cecilia La Torre Ramirez: [00:30:30] What, what do you mean? Like cha-, like switch [crosstalk 00:32:30]-

Hailey Temple: [00:30:32] Yeah. So if you click on the sticky note, then you can change the color of it and if you could just make-

Cecilia La Torre Ramirez: [00:30:38] Oh.

Hailey Temple: [00:30:38] ... it like blue or something so that-

Cecilia La Torre Ramirez: [00:30:39] Oh okay.

Hailey Temple: [00:30:40] ... 'cause I'm trying to like capture the notes as well as, as you guys are asking.

Cecilia La Torre Ramirez: [00:30:43] Ah, ah I see.

Hailey Temple: [00:30:44] I'm kinda like fishing for notes. [laughs]

Cecilia La Torre Ramirez: [00:30:47] Okay. I'm trying to figure out how to do that, but my question was like to understand the audience for the comms pieces, I think you kind of answered that right now saying it's more right now for you're thinking about the donor. Yeah, that's me and this one is mine.

Hailey Temple: [00:31:02] Yep. Cool. Okay. Great.

Cecilia La Torre Ramirez: [00:31:04] But then maybe my question is more about how like the adults are engaged and the adults that are part of, of this youth's life, right? Because they are an important like piece of the story and how you convince them what, what type of a story or message you want to tell them so they are part of your like your team as well, right? Trying to, to involve the youth.

Michael Cook: [00:31:27] Yeah, I think it's really interesting. There's, there's so many different stakeholders involved in like each youth's experience. You know, you have parents, you have maybe older siblings, you have in a lot of our programs, we have like adult mentors or adult educators. for example, Emma was in a similar role like that when she was with the CIP and I think overall you know, when we're talking with parents is one of the biggest things we wanna promote is health and safety.

That's our number one objective is, you [00:32:00] know, we're bringing kids outside of their comfort zone to live with new families and new places and now in a virtual setting, you know, the internet's a really scary place and I think we wanna continue to uphold that how do we show families that their students logging in every day are coming to a safe and healthy place and that, you know, not only in the sense of the internet with external you know, individuals coming in, but how do we keep their mental health safe throughout this really, really difficult time when we have [laughs] students, you know, sitting in front of a computer, not only for school, but now as well for Amigos.

And so we're trying to think of these alternative ways, "Okay, we're on the internet, but how do we engage?" Maybe that is doing Zumba classes or having you do a virtual Zoom tour of your favorite park with a Latin American student in Columbia and trying to really get that engagement out there.

And so, I think to go back to that point is you know, with parents, I think our number one thing that we're trying to provide is health and safety along with quite a few other different things, but it's, yeah. I don't know. I think that for me is one of the things that I've seen is the most you know, the, the first concern when a parent hears about our program. but it is really exciting to see that evolution throughout the program.

By the end of the program they realize that their kid has that covered and now they're focusing on, you know, that's the, a new piece of feedback going back to the feedback that we can see is, "Okay, how has a parent seen their kid's interactions change at home? Or maybe the stories that their kids are sharing with them," and I think that is the really, really unique place that we get this new interesting feedback is also parent surveys. Did they feel that their kids were health and safety, or have health and safety? Did they see any distinct changes within their students? what was their student's experience like?

Hailey Temple: [00:33:52] Nice.

Cecilia La Torre Ramirez: [00:33:53] Thank you, that's really helpful.

Hailey Temple: [00:33:55] And I wanna also take a moment to for everybody on the call, to make sure that you guys know how to [00:34:00] change sticky note colors 'cause it is personally like a really helpful way to differentiate in a sea of notes like which ones are yours for example. So, if you guys will practice along with me just find your sticky notes, what you can do is actually click on the sticky note and you'll see there's this blue border that's around it when you've selected it and you get this toolbar above. So, there's a section that says color and MURAL gives you a rainbow of colors. You can add custom colors. You can also choose the color of your avatar. So mine's always this forest green color that I love so much. But that's a good way to, to know whose sticky notes are whose. So yeah, please feel free to do that or, and choose a color that, that you, that speaks to you in a way. [laughs]

All right, let's see. We have Lee I think is the last, last person to ask. Lee, is there any other question you wanted to, or wanted to learn more about?

Lee Cameron: [00:34:58] yeah, actually. I was really curious just the one highlighted orange here and I wanna zoom into my question to get it right. But  

Hailey Temple: [00:35:05] Yeah, yeah.

Lee Cameron: [00:35:06] ... does participation change based on when you engage with with youth in general? Do you tend to have sessions at night or when they're not in school? this would be personally helpful for me to know, but also like-

Hailey Temple: [00:35:17] [laughs]

Lee Cameron: [00:35:17] ... that would have something to do with [laughs] how they choose to engage with evaluation or, or provide any feedback to you. I'd love to hear.

Michael Cook: [00:35:28] I can show you guys a unique experience with this which is when I'm you know, get to be on the ground with students in an in person exchange. One of the first things I-I think about is like really how a student's mood can impact feedback. you know, If we've had a really rough day and it's like our second to last day and we wanna be about this participant feedback, how is that, you know, are they gonna even want to open and give feedback? Are they going to just be in this bad mood overall? Versus you know, if you're giving them a [00:36:00] survey after an amazing I don't know, they just saw a llama and they are having a great time and, and that's something that I've really thought about.

Just like integrity of feedback and how do you get good quality feedback that not only speaks well of your organization, but is also constructive and helpful you know, in the, in all senses and that is something that I don't necessarily know if I have the answer to. and like I-I, it's just something that's kind of been in my mind seeing different, different moments when we're collecting feedback.

As for like increased participation, the program that I just ran this summer was the Youth Ambassadors virtual program and we had students from Pacific Standard Time to Eastern Standard Time including host families in Uruguayan time. So we had like a scale of six hours. And so, finding that time during the day when you wanna do an activity is like, "Okay, our, our students have class on the east, on the west coast. Our host families in bed in Uruguay," and trying to, you know, not only are people participating at different times of day, but how time zones kind of play into that.

One really fun ex- like example of that is we have a California Youth Ambassador making breakfast while their family in Uruguay was eating lunch and they were gonna, you know, make a breakfast recipe together. but then you get this unique you know, they were like joking around and saying, "Oh, we're gonna make brunch together because it's the middle of time zone for both of us."

But I guess overall it's been really interesting to see in my opinion, that we have been doing a little bit you know, as compared to our in person exchange, our virtual exchange is longer for less hours a day because we're not together in person. And at first, I was a little anxious about that, thinking, "Okay, we're meeting for six weeks for few hours a day online versus three in person weeks in a new country to all the participants. Are they gonna still be engaged by week six?"

And I [00:38:00] think one of the things I was surprised, I guess not surprised by, it makes sense looking back, but is I felt they came with a lot more energy to each session. You know, we were spreading things out. And so, although my initial fear was by week six, will they still be invested I found that every time they were coming back with more energy just 'cause they had, you know, that time to recuperate and step away essentially from the program in the sense of we weren't surrounded by each other 24/7 for three weeks. And that was a really unique, I think, positive outcome that I did not expect of the virtual program-programming where I had previously thought, "Okay, by the end of this, will they be exhausted of just like logging in every day?" But I think it was a surprisingly positive outcome of virtual programming.

Emily Padgett: [00:38:42] Yeah, and I think the, the other piece that I'll add just from, from looking at the market and looking at our, you know, customers or our participants, it's, right now it's really hard to know what people want. we know that there's this desire for a way, a space t-, for youth to talk about all of the issues that are going on in the world and to figure out where they fit in, but the method of doing that is it's hard to figure out right now because we don't know do they even want to be online more after school. Some of them do, some of them don't. What time is it? Right after school? Is it late at night? Is it over the weekends?

And on most of our programs exce- excluding Youth Ambassadors, which is a super, super competitive program that they literally get thousands of applications for 40 spots we have to cater to a really broad audience on our open enrollment type programs. so how do we balance being flexible with cre- recreate, over and over recreating the wheel to try to figure out what the, what the market is actually asking for right now?

So I think if we think about participation as, [00:40:00] you know, enrollment numbers and like getting actually students into our programs in order to meet our mission and support them in becoming leaders, one challenge is not knowing the best method to do that in the, in this new environment because we're seeing, we saw really great demand over the summer and now that demand is a little bit lower with schoolers, with school starting.

So what does, do we need to zoom out and like rethink the model or do we need to just make some tweaks? And those are the, those are the questions that Logan and I are struggling with, with right now is knowing what people want.

Hailey Temple: [00:40:40] And people could be the students, the parents, the, the staff-

Emily Padgett: [00:40:45] What does the customer want?

Hailey Temple: [00:40:46] ... who are working.

Emily Padgett: [00:40:46] Yeah. [laughs]

Hailey Temple: [00:40:47] Yeah. [laughs] Yeah, absolutely. Awesome. So what I, I'm, I wanna be mindful of time too 'cause all of this information, I-I feel like we need to do like a, more, like please like come to more Backstage Passes 'cause there is some really cool challenges that I would love to unpack. And being mindful of the fact that we have about 15 more minutes or so together on Backstage Pass, I want to give everybody on the, in the audience and our consultants the opportunity to just go back and scan all of the information that we've captured here and that you've heard. And remember that, for today, our session focus is thinking about using the feedback from these programs that you're collecting at the beginning of your, of your programs, during these programs and then afterwards to then help tell stories about the value impact to people like donors, to parents who might be signing their kids up t- for these programs and to staff members or alumni who want to kind of share experiences or learn more about what the [00:42:00] initiatives that you guys are doing.

So, I'm gonna give everybody a moment to go through and scan this MURAL and remind yourselves a little bit of what we've covered here with that, with that mindset. Does that make sense? And what I'm gonna do is I'll give us like about two minutes to do that and for our audience members, if you're in the MURAL, please by all means go ahead and go around and, and scan and view the MURAL. I'll also use my little X key right here to zoom in on sticky notes, which I can do by to zoom, so see notes and elements without zooming in at all.

And there's about another minute, as you're scanning. If there's something in insight or something that you think will be helpful, if you're thinking about this challenge, go ahead and change the color of that sticky note to black and that way it'll stand out.

All right, how are we doing? Do you guys need more time to review and scan? I'm happy to give a little bit more time. One more minute? Okay. Cecelia says one more minute. I'll add, I'll add another minute or so. And while you guys are doing that, I'm actually gonna go and over to the side and start setting up for the next part of our session.

Jonathan Sibley: [00:45:13] Hailey, is there a way to highlight just part of the text in a box?

Hailey Temple: [00:45:18] No, not just part of the text. Only on text boxes you can do that.

Jonathan Sibley: [00:45:37] Mm-hmm [affirmative].

Hailey Temple: [00:45:37] All right, crew. So, what I'm going to do now is I wanna make sure I capture... Okay. I have a few more people I need to capture over here. I am going to ask you to follow me and I'm gonna explain the next step in our time [00:46:00] together. all right, so I'm trying to think about, we have about 10 minutes to go. This is going to be very packed, but nonetheless [laughs] what I would love for you guys to do is I've made different kind of individual spaces for you to work in different areas. So each, I've added your name to each area and what this is is kind of a-a space for you to start brainstorming or developing a potential solution focused around this storytelling component.

So, I'm gonna give you guys the last, I think, like six minutes or so to start brainstorming in whatever way you see fit. So that could be, just a couple of examples, sticky notes, just write a bunch of your ideas down on sticky notes. If that's what you're comfortable with, that's the best way to do it. Other ways that you could do some prototyping is to find icons. search for icons that map, match an idea that you're thinking about and add them onto the MURAL. So you could say, if I type in the word story, I can drag an icon into my area. You could find images as well, same thing. You can search images and bring them onto the MURAL. or you can draw. If you're feeling like working with some hand drawn art, you can use the draw tool over on the toolbar and do some hand drawn sketches. So the toolbar is really your space to start adding visual elements into the MURAL. I know I went through that fairly quickly. Any questions, crew?

Jonathan Sibley: [00:47:45] Should there be one for me? Am I not seeing it?

Hailey Temple: [00:47:48] n-, there should be, but I probably did not, I was like, "Okay, did I get everybody?" [laughs] Who is that? I apologize.

Jonathan Sibley: [00:47:55] Jonathan.

Hailey Temple: [00:47:56] Jonathan, hi. Sorry.

Michael Cook: [00:47:57] If I [crosstalk 00:50:52] could get one too, Hailey.

Hailey Temple: [00:47:59] Yes.

Michael Cook: [00:48:00] [00:48:00] No worries.

Hailey Temple: [00:48:01] Okay.

Michael Cook: [00:48:01] Thank you.

Hailey Temple: [00:48:01] Guys, I'm so sorry. I was like trying to, talking and MURALing can be a little bit, little challenging and Michael or, oh my gosh, yes, Michael. Okay-

Michael Cook: [00:48:12] Yep.

Hailey Temple: [00:48:12] ... you and- [crosstalk 00:51:07]

Michael Cook: [00:48:12] Thank you so much.

Hailey Temple: [00:48:13] Of course. All right. So Michael, yours is over here, whoop, towards the end andJonathan-

Jonathan Sibley: [00:48:26] I see it.

Hailey Temple: [00:48:26] Perfect. Okay. I'm gonna go ahead and start the timer for about six minutes. Give you guys some time to work and create. And our audience, I know you guys have tons of ideas and Emma, you've been amazing about capturing ideas. so I'm going to continue adding them over here, so keep putting them in the chat and I'll put them on this MURAL. And team, while you're working, I'm actually going to put on our remote workshops playlist from Spotify and give you guys some-

Emma Schnee: [00:49:03] I was just thinking that. We have to have like beginning music for Backstage Pass.

Hailey Temple: [00:49:07] Yes, we do need a theme song.

Emma Schnee: [00:49:16] [laughs]

Logan Falley: [00:49:16] [inaudible 00:52:07]

Hailey Temple: [00:49:16] All [00:52:00] [00:50:00] right.

All [00:54:00] right. Hi everybody. Know that, that time goes really fast. and I wanna be mindful of everyone's time too. If you do have to jump off a few minutes early, we do always ask for our audience feedback as well in the chat, so if you can share a rating for the session in terms of just how satisfied you were, if it's helpful on a scale of one to 10 and why, that is always super helpful for us to learn more and we deeply appreciate it. I do want to share maybe two ideas from our audience or our, our consultants today who have her- been working with us. So let me see. who would like to share? If you have a, I'll give you one minute to share. Cecilia raised, I saw your hand raise, so I'm going to come over to yours, Cecilia, and I'll ask everyone to follow me. All right, tell us about your idea.

Cecilia La Torre Ramirez: [00:55:17] So I heard a lot about, it was difficult to connect because it's, it's virtual, so how can we get that feedback that you get when you, you see the person, right? So something for me was like make like smaller groups. You have like a mentor, a team captain, something like that who collects the ideas who, who collected data with the youths and for the youths in an easy way. You can do emoticons. You can do something every week that they can respond easily and they don't need to express all that.

And, or that can be a starting point for, "Okay, why did you feel like that?" You know? And that creates trust and if they have to put other things that [laughs] I think just, just [inaudible 00:58:57] in bits of pieces that make [00:56:00] people feel comfortable when providing their feedback even they are not on the same room.

Hailey Temple: [00:56:06] Awesome. And Emmy, I see you adding sticky notes kind of to these ideas so thank you for doing that. Good best practice. thank you. All right, one more. Who else would like to share one? Anyone else? Ross, [crosstalk 00:59:25] I see... Oh,Jonathan you go ahead. Apologies.

Jonathan Sibley: [00:56:30] I think I finally figured it out. So yeah I was-

Hailey Temple: [00:56:32] [laughs]

Jonathan Sibley: [00:56:32] ... this combi- [laughs] It's very simple, but I was trying to combine the idea of parent feedback about what's important to them about their kid's experience with it's not about whether they liked it or not, but about how they changed. So having parents talk about changes they've seen in their kids through this.

Hailey Temple: [00:56:53] Nice. That's awesome. I imagine even something like Loom is a really good tool to get that feedback and sharing some stories and examples would be really cool. All right, well, thank you guys. We're at the top of the hour and I deeply appreciate your participation and, and advice from our consultants to the Amigos team and to Emma. Thank you guys so much for joining us. I know, confetti in MURAL gets me every darn time. [laughs] and we also-

Logan Falley: [00:57:21] Wait, how do you do that?

Hailey Temple: [00:57:22] Yeah, so as, I'm gonna make you a facilitator by the way so you can use it actually. let me find you. Logan, here you go. So it's a facilitation superpower where if you have that little star icon, you can hover over your avatar, press celebrate and throw some confetti around. The kids will lose their minds over it. 'cause I'm an adult [crosstalk 01:00:47] and I lose my mind over it every time.

So thank you guys so much. Really do appreciate you joining. I did save the chat 'cause we had some really great nuggets of wisdom from our audience, so I will save it and then put it in this MURAL, so you can come back and look at it any time. But deeply appreciate you guys [00:58:00] being here so much, Logan, Emmy, Michael, and Emily, and Emma, I don't [laughs] all of the, the Em's who are here with us today. but have a really wonderful weekend and yeah, looking forward to having you guys, you're welcome back any time for more, more collaboration. Would appreciate it. Take care everyone.

Logan Falley: [00:58:17] Thank you. It's really fun.

Michael Cook: [00:58:17] Hey, thanks for not tramping us.

Hailey Temple: [00:58:17] Bye guys.

Logan Falley: [00:58:17] Ciao.

About the author

About the authors

Emma Schnee

Integrated Marketing Manager
Emma is a a marketing manager at MURAL where she champions the stories of educators, students, and nonprofits to highlight the creative and impactful ways they incorporate visual collaboration into their work. She is passionate about the intersection of social impact, business, and design.