Changes

It seems some of the discussion about which changes require a mandatory source/reason versus which changes don’t could also be addressed by looking at the way in which other departments receive notification that changes have been made.

In my Pony World, so named because it’s the world in which I get everything I ever wanted plus a pony, there would be functionality that easily allows users to create a hotlist of accounts and receive notification whenever any changes are made to an account on that list. This would even include ticket purchases or exchanges.

When faced with a line of 20 patrons at the box office, we would never want customer service reps to slow down their service so that they can fill out details on why an address was changed. But if one of those changes was to a $100K donor, we’d probably want to check-in with that rep as soon as things had slowed down. (And even if a source/reason was required for that change, we’d still probably want to check in to see if there was any additional information beyond what was captured in the note.) If we’re receiving better notification that changes have been made, it puts the onus of researching the change on devo, for whom the stakes are higher if the donor’s information is incorrect, than on the customer service rep.

The Constituent Audit Report does serve this purpose to a point – but the parameters don’t feel intuitive to somebody who isn’t familiar with the table structure. And there’s a heightened level of notification that would help…I’d prefer a tickler pop up right away to let me know that there’s been a change to that $100K donor’s account, rather than wait for the report to run at its scheduled interval. Admittedly, I’m a little obsessive about those sorts of things, but I don’t think my mania is all that unique among development officers.

A real-life example – one that applies more to a ticketing change than to an address change – is that we often set up surprise experiences for our donors when we know they’re going to be in the house. We might have the Artistic Director pop in to say hello, or we may invite the donor for a drink at intermission. Currently, we wait until the end of the day to set these up, as we’ve had a number of instances when a donor has called that afternoon to exchange tickets. But if we could trust that we’d receive instant notification when a change is made, it would be much easier to plan these ahead of time.

…Alex

            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

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!

Andrew,

As an organization that quarterly is required to update the addresses in its database for NCOA (National Change of Address) reasons, we would like to be able to audit system level changes made to a constituents information and represent it in a way that is understandable by front line staff working with customers directly.

As an organization that keeps audit information staff authorized to make changes to constituent information should be authorized on an account by account basis to roll back changes represented in an audit history.

As a front line user of Tessitura looking at audit history, I should find a representation of the audit history in a clear and easy to understand format that directly reflects the fields and screens I see on the screen.  (Not in a way, that only a programmer or database manager would love.)

As a customer on the website as I change my own information, it should be reflected in the audit history so that the organization that uses Tessitura to manage our relationship knows that it is really me who said that, I’m divorced, even though my old partner is still in denial and trying to change it back all of the time.

As a user of Tessitura I would like to be able to see changes to constituents reflected in Tessitura in the same way I see changes in Adobe Photoshop or other applications.  I want to be able to review and roll back my customers histories on an object by object or entire customer history bases.

--Tom

            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

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!