Actions

John Molloy:

Hi all,


we've had to do a review on how we're using Actions as they haven't been working for our users in the way we had hoped. Below is the process that I am thinking of moving towards and I was hoping you might have some feedback on what you do or what pitfalls you may have experienced with Actions up to now.


Our big issue here was the amount of time spent clicking around the different tabs and the pure volume of Actions we were setting up (one for every time we contacted a Constituent). So we needed a way to streamline the process as much as possible while also making sure we were able to display the information in the best way possible.


Below is a brief outline of how we are thinking of using Actions going forward.


1. Set up the Action using defaults where possible.




2. Link it to the owner and any Campaign/Fund/Proposal required.




3. Update the Action Summary note (set up by the Default) to flag relevant details, e.g. an event name, description of why we are contacting the Constituent etc.




4. Save the Action. If it is a standard publication, e.g. our monthly Alumni eNews, the Action is flagged as Completed. If it is an ongoing interaction it is left Open.




5. If an email or letter is returned undelivered we change the Status to Failed.


6. If additional communications occur regarding the same Action we update the original action by adding an Action Update note and amending the Action Summary description. The latter means we get to see the most up to date info on the Actions tab without clicking into the Action itself.




This way we have a good overview of our interactions with a Constituent on the Action tab, without it being overcrowded. We also can access each interaction to get more detailed info on them. Actions have titles and summaries on the Action Notepad Description and Notes respectively) and by using the legend we can make the Actions stand out as we need to.


One thing we are considering is setting up our teams as Organisations on RE and adding the individual team members to them in relationships. This way we can set the team up as the canvasser and the individual up as the owner of the Action. So we can easily report on what team was responsible for what Action, as well as what person.


Does this look even remotely like what you have done, or does anyone have any opinions on it?


Thanks,

John.

John Molloy:

Thanks Christine & Joanne,


I probably should have mentioned that while we do use the Appeals tab, the Events module and the Prospect Module as well the main purpose of Actions for us to have a single space where we can see all of interactions with the Constituent.


We're a Medical College in Ireland and our department is comprised of 3 teams. One which looks after the ongoing relationship with all of our graduates (comms, events etc), one which manages a Fellowship/Membership programme for surgeons (subscriptions, comms, events etc) and one which is responsible for fundraising. As a result we often have muliple people contacting the same Constituent for different purposes. We want to make sure we are not spamming people and that we aren't asking our users to click into half a dozen different tabs before picking up the phone or sending out an email.


So I need to get all the relevant data into the Actions tab on the Constituent record. I've toyed with a few ways of doing it, including setting up specific Action Types for each team. But this then makes reporting on the Action Types that little bit more awkward. Hence I moved the team name into the Canvasser field. Although you make a good point re the Moves Management side of things. I'll need to look at that again I think.


I know it means there will be a lot of actions against each record and it may look cluttered, but there really doesn't seem to be any other reasonable way of seeing an accurate picture of all of our interactions with Constituents....unless I'm missing something of course.


J.

 

 

I agree that your process looks fantastic! You mentioned you have the prospect module. Are you aware of the chronology that is included there? It includes actions, proposals, appeals, gifts and events.