Contact Reports

1
Contact Reports

• References
• UQ RE User Guide Contact Reports and Actions
• http//www.alumni.uq.edu.au/raisers-edge-and-tech
  nical-help
• Blackbaud RE Knowledgebase
• http//www.blackbaud.com/esupport/esupport/consum
  er/esupport.asp
• Blackbaud RE User Guides
• http//www.blackbaud.com/support/guides/guides.as
  px

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Scope

• What is a contact? What isnt a contact? Privacy
  considerations
• Adding contact reports to a constituents
  Raisers Edge record and creating follow-up
  actions
• Direct data entry
• Submit contact report
• Manage follow-up actions

3
Scope

• Why
• Relationship at a glance A history of the
  relationship for other/future staff and UQ
  stewards
• To inform relationship and prospect management
  strategies

4
Scope

• When
• Within 3 days of a contact
• Within 3 days of receiving notification of a
  contact from faculty staff

5
Scope

• Outcome You will be able to
• Add contact reports to a constituents Raisers
  Edge record
• Create a personal reminder for follow-up actions
• Create and view a list of follow-up actions on
  your RE homepage
• Train your support staff to add contact reports
  for you

6
Definitions and Considerations

• What is a contact?
• An interaction (in person or via phone, mail or
  email) with a constituent that relates to or has
  an impact on
• the constituents support of UQ,
• our relationship with them, or
• how we will relate with them in future.

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Definitions and Considerations

• What isnt a contact?
• An interaction that doesnt have an impact on, or
  outcome affecting, our relationship with the
  constituent e.g. a chance meeting without an
  outcome
• A gift, a media article, attendance at an event

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Definitions and Considerations

• Action The Raisers Edge term for a Contact
• Solicitor The Raisers Edge term for a UQ
  Steward and any other staff who interact with
  constituents
• UQ Steward The UQ term for the staff member(s)
  assigned to manage, and generally be the UQ face
  of, the Universitys relationship with a
  constituent IAW relationship and prospect
  management strategies

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Definitions and Considerations

• Use of personal information
• All staff are strongly encouraged to note the
  content and outcomes of interactions
• We can record the content of interactions without
  explicit permission from the constituent
• We can research constituents and use the
  information found to inform relationship/prospect
  management strategies

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Definitions and Considerations

• FOI
• Constituents can ask to see their whole RE
  record, emails about them, other file notes
• Record relevant information that relates to our
  ongoing relationship with the constituent
• Do not record information that does not relate to
  our ongoing relationship with the constituent
  e.g
• Confidential medical information
• Personal opinion about the constituent
• Hearsay, unconfirmed information or information
  from sub-standard sources

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Contact ReportsOption 1 Direct Data Entry

• Use this method if you have Raisers Edge access
• The best option First hand account of contact
• Build an overview on the constituents Actions
  tab by completing fields as outlined
• Some, but not all, fields mandatory
• Some fields can be modified by you (e.g. Action
  Type)
• Detail of each contact contained in the Action
  record

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Option 1 Direct Data Entry

• Step 1 Create a new action.
• Find and open the constituents record.
• Go to the Actions tab.
• Click on the New Action button.

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Option 1 Direct Data Entry

• Step 2a (mandatory) Select the appropriate
  Category radio button.
• Phone call If you called them or they called
  you.
• Meeting If you met with a constituent.
• Mailing If you sent or received something in the
  mail.
• Email If you sent or received an email.
• Task/Other If you need to complete something or
  if none of the other categories apply.
• NB Bottom left field changes

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Option 1 Direct Data Entry

• Step 2b (mandatory) Select an Action Type from
  the drop down list.
• Or add your own to succinctly describe the
  contact.

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Option 1 Direct Data Entry

• Step 2c (Mandatory) Enter the Action Date.
• Click in the box and press F3 to enter todays
  date.
• Click on the calendar icon to select another
  date.
• Type the date (ddmmyyyy) to enter another date.
  RE will add the formatting.
• Step 2d (optional) Enter start and end times.
• Not mandatory

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Option 1 Direct Data Entry

• Step 2e (mandatory) Select the Solicitor (UQ
  Steward).
• Use the binoculars
• Uncheck Exact match only if needed
• Use wildcards
• If you cant find the solicitor, uncheck
  Constituent is a Solicitor, search again and
  make the constituent a solicitor if required.

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Option 1 Direct Data Entry

• Step 2f (mandatory) Select Status from the drop
  down list.
• Status options
• Closed
• Completed
• Not Completed
• Open
• Pending
• Add others if you wish

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Option 1 Direct Data Entry

• Step 2g (optional) If Action is complete, tick
  box and enter/select date.

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Option 1 Direct Data Entry

• Step 2h (optional) Add phone, location, letter
  document, email subject information as
  appropriate.

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Option 1 Direct Data Entry

• Step 3 (optional) Set the Auto-Remind.
• Click the Notify button
• Select the reminder recipients
• Select reminder types
• Press OK and set time delay

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Option 1 Direct Data Entry

• Step 4 (optional) Finish the General tab
• Priority
• Campaign
• Fund
• Proposal

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Option 1 Direct Data Entry

• Step 5 (Optional) Add Attributes
• Attended Yes/No
• Left Message Yes/No
• Responded Yes/No

23
Option 1 Direct Data Entry

• Step 6a (irrelevant but mandatory)
• Add Date to Notes tab
• ONE NOTE PER ACTION AS A RULE

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Option 1 Direct Data Entry

• Step 6b (irrelevant but mandatory)
• Add Type to Notes tab it doesnt really matter
  what you select (I suggest selecting Notepad)

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Option 1 Direct Data Entry

• Step 6c (relevant and mandatory appears on
  summary page)
• Type a very brief description of the contact,
  e.g
• Bequest discussion
• Proposal presented
• Contacted by solicitors

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Option 1 Direct Data Entry

• Step 6d (very helpful, not mandatory)
• Add the detail of the contact, e.g Kim Knowles -
  Insight Consultant and Tara Young met with Susan
  to do donor survey. Had lengthy meeting and
  gleaned much feedback on the survey questions.
  Susan has strong connection with the Friends of
  Antiquity (was on the Executive until 2007) and
  close ties with the Alumni Association. It is
  proposed to ensure that Susan is on the donor
  invitation list for the School of Music QPAC
  concerts.

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Option 1 Direct Data Entry

• Step 7 Review constituents Actions tab then
  Save and Close
• Does the new Contact Report provide enough
  information to augment the relationship history
  overview?
• Do the Notes provide enough detail on the
  contact, outcomes and follow-up required?

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Option 2 Submit Contact Report

• Use this method if you do not have Raisers Edge
  access
• The next-best option if youre traveling Helps
  you to recall the details after the event
  Email, or enter on your return
• Gets important contact information into RE if you
  cant do it yourself

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Option 2 Submit Contact Report

• Contact report located at
• S\Development Managers Shared Files\Contacts\Cont
  act Report Template 19 March 2008.doc
• http//www.alumni.uq.edu.au/advancement-office-for
  ms
• http//www.alumni.uq.edu.au/for-uq-staff
• Take an electronic copy with you when traveling

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Follow-up Action Reminders

• RE provides two reminder options
• RE Action Reminders
• MS Outlook Reminders
• Follow-up is set in New Action records
• Experiment to identify your personal preference
• Avoid setting reminders for others without
  speaking with them first

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Follow-up Action Reminders

• To view on your RE Home Page
• Click Customise Home Page on your Home Page
• Click on the Panels button
• Tick Action reminders

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Really Helpful Tip

• You can globally add one action to many
  constituent records great if youre adding the
  same information to more than one constituent
  record
• You need to have appropriate access rights
  please contact John or I
• Detailed instructions are at
• http//www.alumni.uq.edu.au/raisers-edge-and-tech
  nical-help