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

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!

 

This e-mail message is intended only for the recipient(s) named above. This message may contain trade secrets, attorney-client communication, or other privileged and confidential information. Any review, re-transmission, dissemination, reproduction or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the Sender and delete the material from any computer.

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!

 

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

 

 

This e-mail message is intended only for the recipient(s) named above. This message may contain trade secrets, attorney-client communication, or other privileged and confidential information. Any review, re-transmission, dissemination, reproduction or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the Sender and delete the material from any computer.

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!

 

This e-mail message is intended only for the recipient(s) named above. This message may contain trade secrets, attorney-client communication, or other privileged and confidential information. Any review, re-transmission, dissemination, reproduction or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the Sender and delete the material from any computer.

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!

 

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

 

 

This e-mail message is intended only for the recipient(s) named above. This message may contain trade secrets, attorney-client communication, or other privileged and confidential information. Any review, re-transmission, dissemination, reproduction or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the Sender and delete the material from any computer.

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!

 

This e-mail message is intended only for the recipient(s) named above. This message may contain trade secrets, attorney-client communication, or other privileged and confidential information. Any review, re-transmission, dissemination, reproduction or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the Sender and delete the material from any computer.

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!

 

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

 

 

This e-mail message is intended only for the recipient(s) named above. This message may contain trade secrets, attorney-client communication, or other privileged and confidential information. Any review, re-transmission, dissemination, reproduction or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the Sender and delete the material from any computer.

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!

 

This e-mail message is intended only for the recipient(s) named above. This message may contain trade secrets, attorney-client communication, or other privileged and confidential information. Any review, re-transmission, dissemination, reproduction or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the Sender and delete the material from any computer.

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!