Welcome from the Board Steering Committee and Next Generation Thoughts

Thanks to everyone for the very thoughtful responses to the first set of questions.  We're going to take a first stab at consolidating all the thoughts into a concise and organized "definition" of "ticket" and "event" as they might exist in the Next Generation platform.   In a few days, we'll run those definitions by you to make sure we captured everything and for further refinement.

In the meantime, here is another set of questions to respond to.   This may be a slightly more challenging exercise.    Here goes:

What else is part of handling a contribution, solicitation, or ticket sale that is not currently part of entering the ‘discrete transaction’ in Tessitura?  Are there multiple discrete transactions or tasks that link together to form more of a process, perhaps even tasks that cross different people or departments, and involve Tessitura and non-Tessitura functions?  What is the difference between “processing discrete transactions (a ticket sale, a contribution)” and actually managing patrons relationships and experiences?    What tools or capabilities would help you manage the entire process(es)?

Let's hear your thoughts!

Alan

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This is the time to go out on limbs – it’s all conceptual at this stage, so let’s be bold!   Reality comes in later, let’s have some fun while we can.

So perhaps some kind of “dashboard” for the patron?   A way of summarizing concisely their activity,  including contact patterns or plans and next steps, next tasks related to this patron?   With a way to drill down into the specifics?  

Here I am really going out on a limb, so again, speaking only conceptually, perhaps this dashboard could indicate how this patron ranks against other patrons, or how your activities with this patron and their behavior compares to patterns of other ‘successful’ patrons?   Maybe a way to hook in some data mining/predictive modeling indicators of what should be offered to them or what they are likely to do next (for instance, being at risk of non-renewal or likely to upgrade)?

If we were to focus on the “process” though, rather than what the system might look like, how can (or should) the steps be linked to a process?   What “actions” might trigger another action?   This is a challenging topic, so let me provide some possible illustrations

If a patron contributes on the web, should that automatically add some tasks, perhaps for someone to review the gift, send an acknowledgment, and maybe two months later follow up with the donor?   Similarly, if someone abandons a shopping cart, or perhaps purchases $500 worth of tickets, should that automatically set some follow-up tasks, whether automated or just a reminder/tickler for someone?    If someone returns a ticket, should there be other follow-up tasks?    Or do we handle all of this less customer-by-customer, and only in batches and discrete activities, such as printing out a whole batch of invitations based on a list, rather than having the invitation triggered when the customer does something?

I feel like I'm going out on a huge limb here (and not being connected to reality), but I wonder if this is some kind of web-based application that gives you a top level view of the patron's history - Contact, Promotions, Ticket History, Contributions, Research, Documents, Notes, etc (or whatever these modules look like in the future), with the ability to dive deeper into the details as you see fit.   So, you're on a phone call or box office transaction with Mrs. Jones.  You see her "patron profile" or whatever, and when you want to know what she's bought, donated, how you've solicited her, did she register a complaint, receive a donation slip, open an email, etc...that's just a click away through this top level screen. 

Taking the info with you, when you're our at a donor visit and not at your computer, presents another issue - you can't print it all out but maybe it's available to you from your mobile/cell phone? 

Jodi

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Alan,

All great ideas, I think!  Since you challenged us to go big picture and get out of the box I’m going to give it a try!

Let’s see if we can figure out a way to craft the “dashboard” idea, so that it’s easy – perhaps through an API or other extensible process – to develop custom “components” or “instruments” that can be plugged into the dashboard.  One metric for one organization or group of organizations might be more or less helpful for others.

Think of Vista gadgets or many of the other “desktops” (Google desktop) that have similar constructs.  You can pick from a menu of choices and add the “gauge” of your choice.  More importantly – there are instructions for software developers on how to create their own that allow them to be plugged in.

This is the time to go out on limbs – it’s all conceptual at this stage, so let’s be bold!   Reality comes in later, let’s have some fun while we can.

So perhaps some kind of “dashboard” for the patron?   A way of summarizing concisely their activity,  including contact patterns or plans and next steps, next tasks related to this patron?   With a way to drill down into the specifics?  

Here I am really going out on a limb, so again, speaking only conceptually, perhaps this dashboard could indicate how this patron ranks against other patrons, or how your activities with this patron and their behavior compares to patterns of other ‘successful’ patrons?   Maybe a way to hook in some data mining/predictive modeling indicators of what should be offered to them or what they are likely to do next (for instance, being at risk of non-renewal or likely to upgrade)?

If we were to focus on the “process” though, rather than what the system might look like, how can (or should) the steps be linked to a process?   What “actions” might trigger another action?   This is a challenging topic, so let me provide some possible illustrations

If a patron contributes on the web, should that automatically add some tasks, perhaps for someone to review the gift, send an acknowledgment, and maybe two months later follow up with the donor?   Similarly, if someone abandons a shopping cart, or perhaps purchases $500 worth of tickets, should that automatically set some follow-up tasks, whether automated or just a reminder/tickler for someone?    If someone returns a ticket, should there be other follow-up tasks?    Or do we handle all of this less customer-by-customer, and only in batches and discrete activities, such as printing out a whole batch of invitations based on a list, rather than having the invitation triggered when the customer does something?

I feel like I'm going out on a huge limb here (and not being connected to reality), but I wonder if this is some kind of web-based application that gives you a top level view of the patron's history - Contact, Promotions, Ticket History, Contributions, Research, Documents, Notes, etc (or whatever these modules look like in the future), with the ability to dive deeper into the details as you see fit.   So, you're on a phone call or box office transaction with Mrs. Jones.  You see her "patron profile" or whatever, and when you want to know what she's bought, donated, how you've solicited her, did she register a complaint, receive a donation slip, open an email, etc...that's just a click away through this top level screen. 

Taking the info with you, when you're our at a donor visit and not at your computer, presents another issue - you can't print it all out but maybe it's available to you from your mobile/cell phone? 

Jodi

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I like the concept of the Dashboard.   It could be something like Google as previously mentioned or something like Macs use that can be called as an overlay on the screen you are looking at or maybe both.  There are times when processing an order that it would be great to be able to have a translucent overlay of other information so that you can see what you are working on along with the additional information, especially when it comes to Research notes or CSIs in a record that may pertain directly to the transaction being processed. 

Something like this would also come in handy if we start to change the way that we look at patron records.   Right now we try to find a way to have all the patron information in one record, but we struggle with the fact that many patrons don’t want their information all in one record.  The husband and wife may want a joint record as well as having separate individual records.  Having the ability to allow patrons to have their information stored on our system the way they want and have a very robust and fluid connection between the information in each record would satisfy both internal and external needs.  A dashboard might be a way to visually combine the data from multiple records with a specific association.

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