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Changes

Andrew Recinos
$organization

Hi all,           

Today we are asking about tracking constituent information changes in your business.  If a constituent’s information is changed in any way in the system, what do you need to know about the change?  What are some stories from your business (current and future) where you need to know about additions, removals or changes to constituent information? 

Thanks!

Andrew

Parents
  • $organization
    We often come across information that has been updated on an account and that information is incorrect or there is research added and it is incorrect.  Sometimes it is an audited area of Tessitura and we can track it back to a user.  Of course sometimes we can find out who made the change but since they no longer work for the company we cannot find out why they changed/added the information.
     
    For a while, when we had a full-time researcher, we would keep track of what research was done, where the information came from and who did the research in the Research-Research area.  That has kind of slipped away.
     
    For some areas of Tessitura it would be great to have a mandatory "source" and "reason" when updating information -For example when changing an address.  I think it would be cool to have a utility that only lets you add/change an address if you say where you got the new address and/or why you're changing the address.  Right now we track source/reason for address changes in Contacts Customer Service but people sometimes forget to add the contact note.

    Dale
  • $organization in reply to Dale Aucoin

    Hi Dale and others,

    Can you give me a few examples of Source and Reason? Would the source not be the same thing as the user (or in the case of changes made via the web, the constituent themself?)

    Also, would you expect Reason to be free text or something you choose from a list?

    Thanks!

    Andrew

  • $organization in reply to Andrew Recinos

    I could be wrong but maybe he is referring to source as being basically "Contact Method" like in the current CSI structure and even if not I'm thinking that is a good thing to keep track of anyways.
    I like having the options available in CSI's to record this information including the free text option but like both Dale and I mentioned unless it's mandatory it doesn't really work.
    So with that idea in mind and solely in regards to fields we've established may need some sort of additional required audit information be it dropdowns and/or text it would be nice if when updating those fields either a CSI (assuming they will exist in the next gen) gets generated to fill out or that required additional information gets sent to an audit trail of some sort for reference. 

  • $organization in reply to Andrew Recinos
    1024x768 Clean false false false EN-US X-NONE X-NONE MicrosoftInternetExplorer4

    Dilemma: The Box Office has a line of walk-up patrons (with a 20 minute wait for those at the end) to buy a $17 ticket. A member asks the harried ticket rep  to update their address. How many steps will this take before it becomes a disservice to those waiting in line? Does the ticket rep just skip it, if it is too involved?

     

    We need to be careful what we make mandatory or a required field, not all organizations need the audit trail, or would happily relinquish it in the name of efficiency. In the current Tessitura, I would gladly substitute a required telephone number field for a mailing address, and it would speed up some kinds of transactions (and yes, creates a problem with dups…but shouldn’t that be our decision what to require for our institution).

    Thanks!

     

    From: Tessitura Next Generation Forum [mailto:forums-nextgeneration@tessituranetwork.com] On Behalf Of Andrew Recinos
    Sent: Monday, March 15, 2010 7:22 PM
    To: rbernard@smm.org
    Subject: Re: [Tessitura Next Generation Forum] Changes

     

    Hi Dale and others,

    Can you give me a few examples of Source and Reason? Would the source not be the same thing as the user (or in the case of changes made via the web, the constituent themself?)

    Also, would you expect Reason to be free text or something you choose from a list?

    Thanks!

    Andrew

    From: Dale Aucoin <bounce-daleaucoin4707@tessituranetwork.com>
    Sent: 3/15/2010 5:31:38 PM

    We often come across information that has been updated on an account and that information is incorrect or there is research added and it is incorrect.  Sometimes it is an audited area of Tessitura and we can track it back to a user.  Of course sometimes we can find out who made the change but since they no longer work for the company we cannot find out why they changed/added the information.

     

    For a while, when we had a full-time researcher, we would keep track of what research was done, where the information came from and who did the research in the Research-Research area.  That has kind of slipped away.

     

    For some areas of Tessitura it would be great to have a mandatory "source" and "reason" when updating information -For example when changing an address.  I think it would be cool to have a utility that only lets you add/change an address if you say where you got the new address and/or why you're changing the address.  Right now we track source/reason for address changes in Contacts Customer Service but people sometimes forget to add the contact note.


    Dale




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  • $organization in reply to Andrew Recinos

    Good questions Andrew!  My initial thoughts are that reason would be what prompted the address change, something like "returned mail" or "inbound patron call" or "telefunding call"

    Source would be where the new address came from such as "change of address card from constituent", "Lexis Nexis", "411.com".

    Of course in some cases the source and reason would be the same - for example "inbound patron call" - so maybe we don't need both?  Not sure.

    I'm torn as to whether it would be better to have these as dropdowns or free text fields, I think there are pros and cons to both.  The benefit of having dropdowns is convenience and consistency.  Of course I doubt we would ever need to do any serious analysis on this so maybe free text is better to give people the flexibility to put in exact sources and reasons.

    Just some thoughts.
    Dale

  • $organization in reply to Dale Aucoin

    Andrew,

     

    I think there are also some other things that need to be tracked like if the patron did the updating directly.  I think as we move to a more web centric Tessitura having people directly enter the information becomes more and more the norm, like from Kiosk or from Web Browser or wherever really.  Just to add to the confusion.

     

    Thanks,

     

    Dave

     

    From: Tessitura Next Generation Forum [mailto:forums-nextgeneration@tessituranetwork.com] On Behalf Of Dale Aucoin
    Sent: Tuesday, March 16, 2010 7:32 AM
    To: Dave Alton
    Subject: Re: [Tessitura Next Generation Forum] Changes

     

    Good questions Andrew!  My initial thoughts are that reason would be what prompted the address change, something like "returned mail" or "inbound patron call" or "telefunding call"

    Source would be where the new address came from such as "change of address card from constituent", "Lexis Nexis", "411.com".

    Of course in some cases the source and reason would be the same - for example "inbound patron call" - so maybe we don't need both?  Not sure.

    I'm torn as to whether it would be better to have these as dropdowns or free text fields, I think there are pros and cons to both.  The benefit of having dropdowns is convenience and consistency.  Of course I doubt we would ever need to do any serious analysis on this so maybe free text is better to give people the flexibility to put in exact sources and reasons.

    Just some thoughts.
    Dale

    From: Andrew Recinos <bounce-andrewrecinos5925@tessituranetwork.com>
    Sent: 3/15/2010 7:18:28 PM

    Hi Dale and others,

    Can you give me a few examples of Source and Reason? Would the source not be the same thing as the user (or in the case of changes made via the web, the constituent themself?)

    Also, would you expect Reason to be free text or something you choose from a list?

    Thanks!

    Andrew




    You were sent this message automatically by www.tessituranetwork.com because you subscribed to the Tessitura Next Generation forum email notifications. You may reply to this message or visit the site to reply to the post above. If replying via email, please consider deleting the previous message text before sending to help with readability on the site. Thank you!

  • $organization in reply to Dave Alton
    I second everybody's thoughts of having some kind of reason associated with certain changes.  We also ask that anyone who makes changes puts in a CSI for certain constituents (based on constituency), but people forget all the time since there's no way to make it mandatory.
     
    However, I'm wondering how that mandatory field would work if the change is being made by the patron themselves online.  Does the system override that functionality online?  Do we assume that if it's the patron making the change then they know what they're doing and let it go?
     
    Also, up to this point the conversation has mostly been about postal addresses - I'd love to see the same thing be possible for names, phone numbers, and emails (especially phone & emails, as those are how we mostly contact patrons, and it's most important for those to be correct). 
     
    I like the idea of whatever pops up (note, CSI, tickler, etc.) of being able to have both a drop-down and a free text field - sort of like a current CSI where you have dropdowns at the top, but then a "notes" field that you can use to provide more information about why the change was taking place.  I also think it would be helpful to have the "mandatory" setting as just that - a setting - that can be added or removed via security.  I think there are situations where it would be inefficient to have to click through 18 fields just because you accidentally spelled someone's name wrong (or they prefer "Jim" to "James", etc.).
     
    Having said that, having the knowledge for sure is a great thing.  For example, I run the Constituent Audit Report every week against a list to catch changes that were made to addresses/phone numbers, etc., that still have some sort of "confirm" flag in the mail/phone/email restrictions.  Now, if a patron has updated his phone number online, it doesn't erase the confirm flag, but I can go into the audit trail and see that it's been updated, and remove the flag manually.  Lots of times, though, I run into changes that were made internally that still have the flag, so it can be a lot of guesswork - did the person just forget to remove the flag when they updated the information?  Was the confirm flag on an account (with old info) that was merged, so it's the *old* information that's wrong, and not the current information?  Sometimes I can track down who made the change and ask them, but the chance that they remember specifically when they've talked to 500 people since then (even in a week) is slim......
     
    Christy

    From: Tessitura Next Generation Forum [mailto:forums-nextgeneration@tessituranetwork.com] On Behalf Of Dave Alton
    Sent: Tuesday, March 16, 2010 8:42 AM
    To: Christy Carlson
    Subject: RE: [Tessitura Next Generation Forum] Changes

    Andrew,

     

    I think there are also some other things that need to be tracked like if the patron did the updating directly.  I think as we move to a more web centric Tessitura having people directly enter the information becomes more and more the norm, like from Kiosk or from Web Browser or wherever really.  Just to add to the confusion.

     

    Thanks,

     

    Dave

     

    From: Tessitura Next Generation Forum [mailto:forums-nextgeneration@tessituranetwork.com] On Behalf Of Dale Aucoin
    Sent: Tuesday, March 16, 2010 7:32 AM
    To: Dave Alton
    Subject: Re: [Tessitura Next Generation Forum] Changes

     

    Good questions Andrew!  My initial thoughts are that reason would be what prompted the address change, something like "returned mail" or "inbound patron call" or "telefunding call"

    Source would be where the new address came from such as "change of address card from constituent", "Lexis Nexis", "411.com".

    Of course in some cases the source and reason would be the same - for example "inbound patron call" - so maybe we don't need both?  Not sure.

    I'm torn as to whether it would be better to have these as dropdowns or free text fields, I think there are pros and cons to both.  The benefit of having dropdowns is convenience and consistency.  Of course I doubt we would ever need to do any serious analysis on this so maybe free text is better to give people the flexibility to put in exact sources and reasons.

    Just some thoughts.
    Dale

    From: Andrew Recinos <bounce-andrewrecinos5925@tessituranetwork.com>
    Sent: 3/15/2010 7:18:28 PM

    Hi Dale and others,

    Can you give me a few examples of Source and Reason? Would the source not be the same thing as the user (or in the case of changes made via the web, the constituent themself?)

    Also, would you expect Reason to be free text or something you choose from a list?

    Thanks!

    Andrew




    You were sent this message automatically by www.tessituranetwork.com because you subscribed to the Tessitura Next Generation forum email notifications. You may reply to this message or visit the site to reply to the post above. If replying via email, please consider deleting the previous message text before sending to help with readability on the site. Thank you!




    You were sent this message automatically by www.tessituranetwork.com because you subscribed to the Tessitura Next Generation forum email notifications. You may reply to this message or visit the site to reply to the post above. If replying via email, please consider deleting the previous message text before sending to help with readability on the site. Thank you!
Reply
  • $organization in reply to Dave Alton
    I second everybody's thoughts of having some kind of reason associated with certain changes.  We also ask that anyone who makes changes puts in a CSI for certain constituents (based on constituency), but people forget all the time since there's no way to make it mandatory.
     
    However, I'm wondering how that mandatory field would work if the change is being made by the patron themselves online.  Does the system override that functionality online?  Do we assume that if it's the patron making the change then they know what they're doing and let it go?
     
    Also, up to this point the conversation has mostly been about postal addresses - I'd love to see the same thing be possible for names, phone numbers, and emails (especially phone & emails, as those are how we mostly contact patrons, and it's most important for those to be correct). 
     
    I like the idea of whatever pops up (note, CSI, tickler, etc.) of being able to have both a drop-down and a free text field - sort of like a current CSI where you have dropdowns at the top, but then a "notes" field that you can use to provide more information about why the change was taking place.  I also think it would be helpful to have the "mandatory" setting as just that - a setting - that can be added or removed via security.  I think there are situations where it would be inefficient to have to click through 18 fields just because you accidentally spelled someone's name wrong (or they prefer "Jim" to "James", etc.).
     
    Having said that, having the knowledge for sure is a great thing.  For example, I run the Constituent Audit Report every week against a list to catch changes that were made to addresses/phone numbers, etc., that still have some sort of "confirm" flag in the mail/phone/email restrictions.  Now, if a patron has updated his phone number online, it doesn't erase the confirm flag, but I can go into the audit trail and see that it's been updated, and remove the flag manually.  Lots of times, though, I run into changes that were made internally that still have the flag, so it can be a lot of guesswork - did the person just forget to remove the flag when they updated the information?  Was the confirm flag on an account (with old info) that was merged, so it's the *old* information that's wrong, and not the current information?  Sometimes I can track down who made the change and ask them, but the chance that they remember specifically when they've talked to 500 people since then (even in a week) is slim......
     
    Christy

    From: Tessitura Next Generation Forum [mailto:forums-nextgeneration@tessituranetwork.com] On Behalf Of Dave Alton
    Sent: Tuesday, March 16, 2010 8:42 AM
    To: Christy Carlson
    Subject: RE: [Tessitura Next Generation Forum] Changes

    Andrew,

     

    I think there are also some other things that need to be tracked like if the patron did the updating directly.  I think as we move to a more web centric Tessitura having people directly enter the information becomes more and more the norm, like from Kiosk or from Web Browser or wherever really.  Just to add to the confusion.

     

    Thanks,

     

    Dave

     

    From: Tessitura Next Generation Forum [mailto:forums-nextgeneration@tessituranetwork.com] On Behalf Of Dale Aucoin
    Sent: Tuesday, March 16, 2010 7:32 AM
    To: Dave Alton
    Subject: Re: [Tessitura Next Generation Forum] Changes

     

    Good questions Andrew!  My initial thoughts are that reason would be what prompted the address change, something like "returned mail" or "inbound patron call" or "telefunding call"

    Source would be where the new address came from such as "change of address card from constituent", "Lexis Nexis", "411.com".

    Of course in some cases the source and reason would be the same - for example "inbound patron call" - so maybe we don't need both?  Not sure.

    I'm torn as to whether it would be better to have these as dropdowns or free text fields, I think there are pros and cons to both.  The benefit of having dropdowns is convenience and consistency.  Of course I doubt we would ever need to do any serious analysis on this so maybe free text is better to give people the flexibility to put in exact sources and reasons.

    Just some thoughts.
    Dale

    From: Andrew Recinos <bounce-andrewrecinos5925@tessituranetwork.com>
    Sent: 3/15/2010 7:18:28 PM

    Hi Dale and others,

    Can you give me a few examples of Source and Reason? Would the source not be the same thing as the user (or in the case of changes made via the web, the constituent themself?)

    Also, would you expect Reason to be free text or something you choose from a list?

    Thanks!

    Andrew




    You were sent this message automatically by www.tessituranetwork.com because you subscribed to the Tessitura Next Generation forum email notifications. You may reply to this message or visit the site to reply to the post above. If replying via email, please consider deleting the previous message text before sending to help with readability on the site. Thank you!




    You were sent this message automatically by www.tessituranetwork.com because you subscribed to the Tessitura Next Generation forum email notifications. You may reply to this message or visit the site to reply to the post above. If replying via email, please consider deleting the previous message text before sending to help with readability on the site. Thank you!
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