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Telephones...

Andrew Recinos
$organization

Today we’re gathering information about constituent telephone numbers and how they are used in your business.  Thinking about constituent telephone numbers in your business…

 

What are some challenges that you have surrounding constituent phones today?

Are there trends you are seeing that could impact phone functionality in the future?

What do you like about telephone functionality in existing Tessitura? 

What would you like to see changed/improved about telephone functionality?

Any other thoughts about phones, your business, and Tessitura?

 

Keep in mind that this may be more than just thinking about the storage and retrieval of telephone numbers.  Try to think overall about how your business interacts with people via phone and how you might expect Next Gen to enable this interaction.

 

Thanks!

Andrew

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  • $organization
    A couple reactions:

    Dale, you mentioned "For Telefunding/Telemarketing, it is important for us to know where the phone number is located as we are only licensed to do Telefunding/Telemarketing in NY, CT and NJ.  I guess this is why it can be good to have phone numbers tied directly to an address in some way."  How is that business practice impacted by the increasing number of people who move but don't change their phone number?  I can't recall the last time one of my friends changed their phone number - even if they move across the country.  Would you want to limit your calling based on "local numbers" (ie area codes in NY, CT and NJ) or "local people" (ie people who live in NY, CT or NJ but might have a cell phone number from their previous residence in MN?)

    Also, I love the idea of "purposes" for phones to make segregation easy, but I would prefer a system-table-based approach like Address Type, where each organization can define as many purposes as they need.  The current mailing purposes system limits the org to 10 purposes total, and it's clunky to rely on a one-digit code to designate purposes.

    Beth

  • $organization in reply to Beth Varro

    Beth,

    We always create our calling lists based on current primary address and I guess that works ok but I still think there has to be a better way for people to know where they're calling before they call. 

    Not only would it be great to know what state you're calling but also what type of number you're calling - cell, landline, VOIP - and where that number terminates - work direct line, work assistant's line,  home, seasonal home, no specific address etc.

    Dale

  • $organization in reply to Dale Aucoin
    Just thought of a couple other points:
    - I think we'd need a multiple select option (eg one number might need to be marked as OK for marketing, and ok for telefundraising)
    -  We'd also need a way to mark what they are NOT ok for (eg NOT ok for telefundraising).  This would be the equivalent of having them on a "do not call" list.  To my ear, there's a difference between someone who said "yes, you can call me;" someone who said "no, you can't call me;" and someone we haven't asked explicitly - you need both an opt in list AND an opt out list to cover those bases.

    A colleague suggested that perhaps a short comment field would be helpful per number as well - for the one-off needs that always come up with this kind of detailed customer relationship.

    Beth

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    ----- "Dale Aucoin" <bounce-daleaucoin4707@tessituranetwork.com> wrote:
    | From: "Dale Aucoin" <bounce-daleaucoin4707@tessituranetwork.com>
    | To: bvarro@smm.org
    | Sent: Monday, February 1, 2010 3:13:04 PM GMT -06:00 US/Canada Central
    | Subject: Re: [Tessitura Next Generation Forum] Telephones...
    |
    |

    Beth,

    We always create our calling lists based on current primary address and I guess that works ok but I still think there has to be a better way for people to know where they're calling before they call. 

    Not only would it be great to know what state you're calling but also what type of number you're calling - cell, landline, VOIP - and where that number terminates - work direct line, work assistant's line,  home, seasonal home, no specific address etc.

    Dale

    |
    |

    From: Beth Varro <bounce-elizabethvarro6946@tessituranetwork.com>
    | Sent: 2/1/2010 2:54:42 PM
    |

    |
    | A couple reactions:
    |
    | Dale, you mentioned "For Telefunding/Telemarketing, it is important for us to know where the phone number is located as we are only licensed to do Telefunding/Telemarketing in NY, CT and NJ.  I guess this is why it can be good to have phone numbers tied directly to an address in some way."  How is that business practice impacted by the increasing number of people who move but don't change their phone number?  I can't recall the last time one of my friends changed their phone number - even if they move across the country.  Would you want to limit your calling based on "local numbers" (ie area codes in NY, CT and NJ) or "local people" (ie people who live in NY, CT or NJ but might have a cell phone number from their previous residence in MN?)
    |
    | Also, I love the idea of "purposes" for phones to make segregation easy, but I would prefer a system-table-based approach like Address Type, where each organization can define as many purposes as they need.  The current mailing purposes system limits the org to 10 purposes total, and it's clunky to rely on a one-digit code to designate purposes.
    |
    | Beth
    |
    |
    |

    |
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  • $organization in reply to Beth Varro

    One more item to throw into the mix is a way to indicate if a specific phone number is TTY.  A person may have a home phone or business phone that is TTY and it would be great to indicate that as well as home, business, location etc.

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