July 7, Paula Dumas Chief Marketing Officer FamilyLife 5800 Ranch Drive Little Rock, AR Dear Paula:

Transcription

1 Paula Dumas Chief Marketing Officer FamilyLife 5800 Ranch Drive Little Rock, AR Dear Paula: FamilyLife is a strong organization with a great vision, but needs to communicate to its full potential with efficient centralized quote management for quotes received from constituents. There are high aspirations for its communications. An organized centralized procedure will allow for efficient retrieval of quotes. There are numerous sources of quotes and narratives collected from people who have been impacted by FamilyLife s various outreaches. These can be used to communicate its impact to constituents. FamilyLife has an ongoing need to relate its relevance and effectiveness to a variety of people donors, RMO ministry partners, volunteers, radio listeners, conference guests, web visitors, staff, and more. Proper management is needed to be good stewards in the marketing use of these quotes. This correspondence outlines the complete scope of design of the centralized quote management database, including objectives, procedures, identification of responsibilities, and benefits. Christopher Landon public relations coordinator, marketing p> 501 / f> 501 / c> 641 / e> clandon@familylife.com

2 Page 2 OBJECTIVE This project is designed to assess the current quote management processes with the ultimate goal of finding the best solution for a centralized quote management procedure and policy. Centralized quote management provides all areas of FamilyLife with an efficient process of storing and retrieving stories, quotes, and other related data from various outreach channels as well as from selected outside sources. It will also provide FamilyLife with the ability to review the data before it is retrieved and used for individual and organizational needs. This project will also fulfill FamilyLife s vision of making every home a godly home. SCOPE OF DESIGN Project Concept The users of the FamilyLife Centralized Quote Management Database will be able to access the CQMD interface application through FamilyLife s Virtual Private Network. Input of quotes, stories and letters will be performed by designated FamilyLife staff member(s) with access to donor direct. Designated staff will qualify the quotes and discern whether to input or discard quotes. Designated staff will also categorize the quotes before input into donor direct. Once the FamilyLife staff has accessed the interface application, the user will be able to query the interface application by a keyword search and match keyword and match exact phrase. The user will also be able to query the interface application by category fields. The user will be able to view the quote, print the quote, export the quote to a Word or Excel document, cut and paste to another document. The user will be able perform edit and spell check functions. The interface application will include reporting formats for external users. Procedures for this Project o Assist in planning implementation of the centralized quote management database o Propose recommendations required to successfully implement the centralized quote management database o Adjust this proposal to reflect the recommendations of the Marketing, Support Services, Events, Donor Relations and Information Services leadership o Submit approved proposal to the Information Services Department Centralized Quote Management Database Requirements o Assess all current processes of quote management o Categorize what searchable information each ministry needs

3 Page 3 o Assess current capabilities o Find a solution to compile the quotes o Procedure for input, retrieval and management of quotes Donor Direct Requirements o Conclusive requirements for project o Agreed upon feedback categories o Procedure for input, retrieval and management of quotes Internet Based Application Requirements o Procedure for input, retrieval and management of quotes o Project form submission CQMD Restrictions o Donor direct use restricted to those who have donor direct license o Interface application only restriction is that a user must have a valid FamilyLife windows account BENEFITS When the project is complete, the Marketing, Support Services, Events, Donor Relations and Information Services departments will have successfully created a centralized quote management database. Benefits include a procedure and location for storing and extracting quotes. But, the most important benefit of this centralized quote management database will be the ability to personally and effectively share the impact FamilyLife has on constituents. IDENTIFICATION OF RESPONSIBILITIES The Marketing Department will be responsible for the management of the content. Input will be a shared responsibility of Support Services, Events and Donor Relations departments. Information Services will be responsible for the technical support. CLOSING We appreciate the opportunity for your input. If you choose to accept this proposal, please sign and return one copy.

4 Page 4 Yours for godly homes, Christopher Landon Enclosures (3) RESPONSE This letter correctly sets forth the design concept of the centralized quote management database. Accepted by Title Date

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6 Page 6 Procedure for Centralized Quote Management Database 1. Receive constituent narrative from constituent response device The first step for CQMD is to receive the constituent response device. For events it is the event evaluation form. For donor relations it is the donor response device. For constituents correspondence it is s. 2. Submit the quote If the constituent has filled in all the required contact information fields, and the narrative response field, the next step will be to fill out the quote request form. The quote request form will be located on the ark. The form will require inputting constituent s contact information and the narrative. The form will also require which department is submitting the request. Complete every section and submit. You cannot save a partially completed form. If you exit this form before selecting 'Submit', you will lose all your work. 3. Is quote qualified? The first step is to qualify the constituent and the narrative. Is the quote unique Is there permission (opt-in or opt-out) Is there contact information The next step is to decide if the quote should be submitted for input. No, disregard the quote Yes, input qualified quote in Donor Direct Donor Direct (input and storage of quotes) Each department has an assigned person trained to input the quotes into donor direct. Donor Relations TBD (in transit) Events Cynthia Scott, Davalee Knabe and Willena Joyce Constituents Correspondence - Suzanne Thomas and Edna Cope The assigned person will be able to use the information submitted to input the required constituent information to create a constituent record. The assigned person will also input and categorize the quote. This is also where all the quotes and feedback will be stored.

7 Page 7 Procedure for CQMD continued 4. Filter quotes through interface (search and retrieval of quotes) The final step will be to search for the quotes stored in donor direct. Using the web based interface, search for the quotes by keyword, category and date range. The results will come up on a separate page. The quotes can be printed or ed individually or corporately. a. Use for organization marketing The quotes will all have permission to use for marketing purposes, and they will be linked to a source b. Use for supported staff marketing The quotes will have permission to use for all staff purposes.

8 Page 8 List of Requirements (overview) Input Requirements o User requirements Categories fields o Formatting Category fields Comm. Method Tone Topic Motivating Channel Quality Event Attended Studios Resources Search Requirements o User requirements Multiple user User Interface User friendly Only pull up quotes with permission to use o Formatting Extensive Keyword Search Categories fields Comm. Method Motivating Channel Event Attended Resources Category Date Range

9 Page 9 Output Requirements o User requirements Correspondence Feedback Report Export file o Formatting Quote Constituent record number Comm. Method Motivating Channel Event Attended Category Date Centralized Quote Management Database Concept: The users of the FamilyLife Centralized Quote Management Database will be able to access the CQMD interface application through FamilyLife s Virtual Private Network. Input for quotes, stories and letters will be performed by designated FamilyLife staff member(s) with access to donor direct. Designated staff will qualify the quotes and discern whether to input or discard quotes. Designated staff will also categorize the quotes before input into donor direct. Once the FamilyLife staff has accessed the interface application, the user will be able to query the interface application by a keyword search and match keyword and match exact phrase. The user will also be able to query the interface application by category fields. The user will be able to view the quote, print the quote, export the quote to a Word or Excel document, cut and paste to another document. The user will be able perform edit and spell check functions. The interface application will include reporting formats for external users. Glossary: Requirements for Centralized Quote Management Database in Donor Direct User Needs Input new constituents Input constituents narratives Store new constituents Store constituent s narratives Format (broad) categorization of narrative Procedure

10 Page 10 Requirements for constituent record entry (Donor Direct) Input Needs: Input required constituent information Data entry by assigned personnel (Exp. 2.1) Individual First Name Last Name Interface Constituent Entry male o female o unknown o Address Country City State/Prov Phone type Area/Nbr/Ext Zip Code o PO Box Address

11 Page 11 Requirements for CQMD Constituent Data Entry (Donor Direct) Input Needs: Constituent Record for Required Fields Feedback Categories Selection Input constituents narratives Formatting Changes: Change Feedback Categories Names o Feedback CAT4 9 Fill in category drop down boxes (Exp. 3.1) Feedback CAT1 Feedback CAT2 Feedback CAT3 Feedback CAT4 Feedback CAT5 Feedback CAT6 Feedback CAT7 Feedback CAT8 Feedback CAT9 Required Required Required Required Required Optional Optional Optional Optional Required Comm. Method Tone Topic Motivating Quality Event Attended Studios Resources Category Channel Blog Positive Feedback Comment Broadcast Life Changing WTR09DET1 FamilyLife Today Print Healthy Marriage Donor reply device Neutral Quote Events General Thank you Podcast Media Trouble Marriage - inbound Negative Feedback Prayer Request Global Not Quotable Tool Romance & Sex Event evaluation form Story Resources Neutral Better Parenting Letter Website Family & Culture Phone message - outbound Single Life Hope for Orphans Spiritual Growth Holidays & Occasions Formatting Changes Cont.: Fill in three tier category drop down boxes

12 Page 12 (Exp. 4.1) Quote Topic Matrix Healthy Marriage Trouble Marriage Better Parenting Spiritual Growth Other Reduced Not Applicable Not Applicable Not Applicable Not Applicable Not Applicable Not Applicable Not Applicable Not Applicable Other Other Formatting Cont.: Field to use for input narratives (Exp.4.2) Quote/Feedback Requirements for Centralized Quote Management Database Interface User Needs: Multiple User Accessibility Access the Quotes and Feedback system in Donor Direct without having a license User Friendly Only pull up quotes with permission to use Documented Source Create search page Create results page

13 Page 13 Requirements for CQMD Interface Search Page Search Needs: Extensive key word search Date range Category search Formatting Needs: Search Fields Boxes o Keyword search field o Date range search field Drop Down Boxes o Comm. Method drop down box o Motivating Channel drop down box o Event Attended drop down box o Resources drop down box o Category drop down box

14 Page 14 (Exp. 7.1) Interface Search Matrix Keyword Date Range through Comm. Method Motivating Channel Event Attended Resources Category o Healthy o Blog o Studios WTR09DET1 o Print Marriage o Event evaluation form o Events o Media o Trouble Marriage o Donor reply device o Global o Tool o Better Parenting o - Inbound o Resources o Spiritual Growth o Letter o Website o Phone message o - Outbound o Hope for Orphans

15 Page 15 Requirements for CQMD Interface Results Page Output Needs: A box to export all the searched quotes to a file A box to print the page A box to the page A box to export the page A box to print the individual quote A box to the individual quote A box to export the individual quote Formatting Needs: Field Box Displays o Quote field o Constituent record number field that links to spotlight o Author field o Comm. Method field o Channel field o Event Attended field o Category field o Date Field

16 Page 16 Interface Results Matrix print link Quote Const. # Comm. Event 1 Helped us be more open, honest Event with each other. This was a new 6 evaluation form beginning for us. My husband just returned from Iraq. Hurts from before he left are in the past. This gives us direction in how to start anew. WTR09DET1 Event Channe l Category Date Healthy 5/16/200 Marriage 8

17 Page 17 BROAD CQMD LIST OF REQUIREMENTS 1. Input of Quotes: o A designated FL staff person or CQMD manager shall be responsible for the input of quotes in donor direct. o Designated staff shall discerningly qualify the quotes and input the quotes in donor direct or discard the quotes. o The donor direct quotes/feedback category fields shall change the names of Feedback CAT4-9 to Motivating Channel, Quality, Event Attended, Studios, Resources and Optional 2. Access to the CQMD interface application: o Access to the CQMD interface application shall be through a virtual private network. 3. Query Functions: o The CQMD interface application shall have a Query Function. o The user should be able to query the donor direct quote/feedback database through the interface application. o The query function shall be formatted with a KEYWORD SEARCH function to search for text by all words, any word or exact words. The user shall have the ability to search for text by matching similar or exact phrases. o The query function KEYWORD SEARCH shall contain Search, Stop Search, New Search and Close toggles. o The query function shall be formatted with the searchable fields COM METHOD, MOTIVATING CHANNEL, EVENT ATTENDED, RESOURCES and CATEGORY o The query function DATE RANGE shall use the mm/dd/yy-mm/dd/yy as the Date Range type. This function shall contain a pop-up calendar for selecting the date range. 4. Reporting: o The query function REPORTING shall allow the user the ability to view the quote, constituent record number, Comm. method, event attended, channel, category and date. o The REPORT shall allow the ability to print the quote, the quote, and export the quote to a Word, Excel or PDF document.

18 Page 18 Detailed CQMD REQUIREMENTS 1. Input of Quotes: o A designated FL staff person or CQMD manager shall be responsible for the input of quotes in donor direct. The CQMD manager or designated staff shall login to donor direct to have the ability to input quotes. o The Strategic Operation team should determine if department directors will select the designated staff or a designated CQMD manager position will be created and filled. o Designated staff shall discerningly qualify the quotes and input the quotes in donor direct or discard the quotes. o The donor direct quotes/feedback category fields shall change the names of Feedback CAT4-9 to Motivating Channel, Quality, Event Attended, Studios, Resources and Optional. o The CQMD program shall have the ability to import quotes from the current department QM files. 2. Access CQMD interface application: o Access to the CQMD interface application shall be through a virtual private network. o The virtual private network user shall login with a User ID and Password. o The virtual private network shall verify the user with a valid User ID and Password. o Key volunteers shall be able to access the CQMD interface application via the virtual private network. They shall go through the same virtual private network login procedure as FL staff. 3. Query Functions: o The CQMD interface application shall have a Query Function. o The user should be able to query the donor direct quote/feedback database as referenced (exp. 3.1) in requirements glossary. o The query function COM METHOD shall have the ability to contain quotes from column 1 as referenced as referenced (exp. 3.1) in requirements glossary. o The query function MOTIVATING CHANNEL shall have the ability to contain quotes from column 4 as referenced (exp. 3.1) in requirements glossary. o The query function EVENT ATTENDED shall have the ability to contain quotes from column 6 as referenced (exp. 3.1) in requirements glossary. o The query function RESOURCES shall have the ability to contain quotes from column 8 as referenced (exp. 3.1) in requirements glossary. 3. Query Functions (Continued): o The query function CATEGORY shall have the ability to contain quotes from column 10 as referenced (exp. 3.1) in requirements glossary. o The query function DATE RANGE shall use the mm/dd/yy-mm/dd/yy as the Date Range type. This function shall contain a pop-up calendar for selecting the date range. o The query function INPUT shall be accessed through a login procedure by the designated FL staff or CQMD manager and those individuals shall have the ability to input quotes in donor direct. o Only designates FL staff or the CQMD manager shall have permission to input, modify or delete quotes in donor direct.

19 Page Reporting: o The query function REPORT shall allow the user the ability to view the quote, constituent record number, comm. Method, event attended, channel, category and date o The query function REPORT shall allow the user the ability to view the quote, print the quote, the quote, export the quote to a FL web page, and export the quote to a Word, Excel or PDF document. The user shall have the ability to cut and paste and have the ability to use the quote in its entirety or use part of the quote. o A designated FL staff or CQMD manager shall have the ability to perform edit and spell checks functions. 5. Keyword Search: o The query function KEYWORD SEARCH shall allow the user to search for the quote type i.e. letter, story or quote. The KEYWORD SEARCH function shall have the ability for the user to search for text by all words, any word or exact words. The user shall have the ability to search for text by matching similar or exact phrases. o The user shall have the ability to search by topics (FamilyLife.com web topics and topics listed in the current QM program). o The query function KEYWORD SEARCH shall allow the user to search by Source Type ( , phone, etc.) o The query function KEYWORD SEARCH shall allow the user to search by author or the person that originated the quote. The KEYWORD SEARCH shall contain the contact information for the author. 5. Keyword Search (Continued): o The query function KEYWORD SEARCH shall allow the user to search by the date that the quote was posted in the QM program. The query function KEYWORD SEARCH shall allow the user to search by the date that the quote was originated. This function shall contain a pop-up calendar for selecting the date range. o The query function KEYWORD SEARCH shall contain Search, Stop Search, New Search and Close toggles. 6. User Guidelines: o The QM program shall contain a list of operating guidelines that outlines the procedures for using letters, stories and quotes. For example, these guidelines are meant to protect the use of quotes from countries closed to Christianity or to protect the identity of people who have had a life change experience to make sure the life change is legitimate. These are samples of the guidelines that need to be provided in the QM program and there are additional guidelines that need to be in place to insure the efficient operation of the QM program. o The operating guidelines shall be established before the QM program is made available to the ministry. o A team of people that are current users of the existing QM programs shall determine the guidelines. The Vice Presidents of each ministry area should select this team.

20 Page 20 Purpose of Opt-in / Opt-out Policy When should opt-in or opt-out options be used on each constituent response devices? Answering this question will insure we have permission of the quotes, and consistency in the procedure and policy of qualifying the quotes before entry in the quotes database. Recommended Opt-in / Opt-out: Event evaluations opt-in Constituent s inbound opt-in Donor response devices opt-out Recommended Opt-in / Opt-out Definitions: Opt-in Distressed, healing and sensitive quotes that permission to use the quote is dependent on the constituent selecting the box allowing authorization. Opt-out Feedback quotes that constituents allows authorization of the quote unless the constituent selects a box to not allow permission to use the quote. Recommended Opt-in / Opt-out Language: Event evaluations May we quote you? FamilyLife will exercise discretion and protect the privacy and anonymity of all constituents. Constituent s inbound May we quote you? FamilyLife will exercise discretion and protect the privacy and anonymity of all constituents. Donor response devices I prefer that my comments not be shared publically. FamilyLife will exercise discretion and protect the privacy and anonymity of all constituents. Rationale: This opt-in / opt-out policy is based on suggestions by representatives from donor relations, constituent correspondence and events departments. The rationale of when to utilize different privacy option language written on the constituent response devises was for three reasons. There are two different types of narratives that we get from constituents The opt-in option will be the best way to capture more life change quotes The opt-out option will be the best way to capture more ministry feedback quotes Proposed changes and additions to current privacy policy: Change topic title to Opt-in / Opt-out options Additions: o We do not use the information you submit through our constituent response devices unless consented. o All information submitted with consent become the property of FamilyLife, and may be reproduced for ministry purposes o All identifiable information submitted with consent may be shared with our parent organization, Campus Crusade for Christ International o In some cases information gathered from forms may be temporarily kept in a secure database on the FamilyLife server for later retrieval. All such information is periodically deleted from the database.