At a glance
Who this playbook covers
This applies to every participant whose completion type is self-paced, no matter how they entered the programme. There is no separate dropout list — a participant either finishes or is still being followed up.
| Dimension | Value for this mode | Set when |
|---|---|---|
| Entry — how they do Part 1 | Recorded orientation video, or live for those who left after Part 1 | At registration — immutable |
| Completion — how they do Part 2 | Self-paced | From the event type, or the moment they leave at a Part 1 exit point |
Day 0
What starts the clock
- Day 0 is the Part 1 date — the day they completed the orientation, live or recorded
- Every participant is assigned to exactly one Champion at registration, so no participant can exist without an owner
- That Champion stays accountable until the participant is verified or dropped
- Day 7 is the ideal completion time; Day 14 is the maximum for direct follow-up.
Follow-up sequence
Day 0 to Day 14, message by message
Log every send against the participant on your sheet.
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Day 0 — Welcome
Course link, the three requirements, Day 7 target. Ask for their ADA email if you don't have it yet.
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Day 3 — First nudge
One question: "How's Module 2 going?" Replies tell you who is reachable.
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Day 5 — Requirements reminder
Congratulate the movers, re-link the stalled to where they stopped, and name the two things people forget: the discussion post and the post-course evaluation.
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Day 7 — Ideal completion
Completers: congratulations. Everyone else: extended to Day 14, and "what's blocking you?"
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Day 10 — Blocker follow-up
Solve the one blocker they named. Offer the next webinar's Part 2 as a guided finish.
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Day 14 — Final deadline
Completers: congratulations. Everyone else: last structured follow-up. Individual chasing stops after this.
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After Day 14 — Light touch
Monthly "still open" note. No individual follow-up unless they reply.
Triage
Three lanes — protect your time
From Day 7, every self-paced participant sits in one of three lanes. You don't assign the lane by hand — it follows from the facts you record: last reply date, and module progress from the sanitized completion tracker.
Replying or progressing
Run the full sequence. These are your best returns on time — keep the momentum going.
Replies, but no progress
Diagnose the one specific blocker — login, device, time, or content — and solve that. Offer the webinar guided finish.
No reply, no progress
No reply to two or more consecutive touches. Batch messages only. Spend no individual time here. Eligible to be marked dropped after Day 14.
Weekly routine
Every Monday, for every assigned participant
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Check their status and last response
Dates, course status, last contact, last reply.
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Send everyone's due sequence message
Work down your assigned list and send whatever the sequence calls for that day.
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Flag two things for the Program Lead
Completers: answered post-course assessment and ready for verifications.
Systemic issues: for example, a whole student org (30 participants) has been stuck for 2 weeks is one problem not 30 individual ones. -
Close the loop
Mark dropped only where the criteria are met: in progress, past Day 14, and unresponsive. Log any new questions for the FAQ.
Other modes
Where this fits
Live entry, facilitated finish
The two-part live block: preparation rhythm, staffing, the Part 1 exit point, and same-day close-out.
Read the synchronous playbook → ReferenceThe standard agenda
Segment-by-segment tables for Part 1 and Part 2, the facilitator checklist, and the participant-list required fields.
Back to the Champions guide →
