Caseworker Instruction Manual

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Shonda Robinson
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2 Contents 1 System Requirements Your Device Your Web Browser Adobe reader Logging In Part of a new office? New user in an existing office? How do I use a Yubikey? How do I use Google Authenticator? Forgotten your password? Your Homepage For Review/For Action cases Constituency map Case breakdown pie chart Recent appearances of Your Member In the Commons (Caseworker.mp only) The Search Box 12 5 Constituents Creating a new constituent The constituent page Creating a new case Merging a constituent Deleting a constituent Case Page Sending an to a constituent, contact or department Sending a letter to a constituent, contact or department Scanning a letter Adding a note Setting a review date Changing a case s status Reassigning a case Editing case information Merging a case Deleting a case The Inbox Getting into Caseworker rule instructions for replies in Outlook User inboxes Assigning to users Assigning to a new case Assigning to an existing case Replying to an Forwarding an to constituent, contact or department Quick replying Marking as actioned

3 8 Cases Tab Exporting a mailing list Bulk adding a note Sending a bulk Sending a mail merged letter Bulk changing case statuses Bulk attaching a file Contacts Editing and creating organisations Editing and Creating Contacts Statistics Summary statistics Tag cloud Case type breakdown pie chart Caseworker breakdown Cases and s awaiting action Correspondence summary Enquiry type summary Cases opened/closed summary Tools Managing letter templates Managing templates Managing users Surgeries Door knocking sheets Change your password Manage your preferences Change what address you send from Contact Us 47 2

1 System Requirements Caseworker is a modern Casework Management System, designed to help you better engage with your constituents, and make your life a little bit easier too!

4 1 System Requirements Caseworker is a modern Casework Management System, designed to help you better engage with your constituents, and make your life a little bit easier too! Caseworker is accessed over the internet, through a web browser. There is nothing to install on your computer. 1.1 Your Device You can access Caseworker on any device with a modern web browser, whether it s a Windows PC, Apple Computer, tablet or phone. 1.2 Your Web Browser For full functionality of Caseworker, you will require: Internet Explorer v9 or higher Google Chrome v12 or higher, or Apple Safari v7 or higher You can check your web browser version and be directed to updates at Adobe reader Some of our advanced casework management features require an up to data version of Adobe s Reader software. We recommend visiting to ensure you have the latest version 3

5 2 Logging In To log into Caseworker, just input your office s unique Caseworker address into your browser s address bar. You ll then be taken to a page that looks like this: 2.1 Part of a new office? Input the address you gave us as part of your setup into the box. We ll have sent you a password to your address, comprising two sets of 4 digits and letters e.g. 1A3C Z6Y8. Each part will have been sent to you in a separate . Just combine the two parts without a gap and paste this into the password box. 2.2 New user in an existing office? A colleague should have created you as a new user. Just input the your colleague used for you, and the password they gave you. You also need to provide a second factor of authentication proving you are who you re meant to be, before logging in. You can either use a Yubikey, which you can buy from Amazon by searching Yubikey 4 or through the Google Authenticator app. 4

6 2.3 How do I use a Yubikey? If it s the first time you ve used your Yubikey just plug it into your USB slot, click on the Yubikey/GA box and press the flashing button in the centre of your Yubikey. This will input a code into the box and log you in.your account will now be paired with this Yubikey, and you will only be able to log in using the same Yubikey. 2.4 How do I use Google Authenticator? Just download this free app from your phone s store, whether it s the Google Play Store, the Apple App Store, or any other. At the end of your office s personalised caseworker URL just type /registerga.php. So if your usual URL is test.caseworker.com, type in test.caseworker.com/registerga.php. You ll be taken to a page like this: Just input your username and password, as described above, and click the Generate QR code button. Bring the app up on your phone and click to add a new account. Then press scan a barcode, and use your phone to scan the QR code on your computer screen. Your GA app will now be paired to your account, and will generate a new 6-digit code every 30 seconds, and your app screen will look something like this: 5

7 Input these 6 digits into the Yubikey/GA box without a gap, and press log in. 2.5 Forgotten your password? If you ve forgotten your password you don t need to worry. Below the Login button click the I ve forgotten my password link Then enter your and your second factor of authentication, and you ll be sent an with instructions to reset your password. 6

8 3 Your Homepage You ll see your homepage every time you log in, and whenever you click the grey Home tab. A homepage looks something like this: On your homepage you ll find your For Review / For Action cases, your constituency map, your case breakdown for the last month, the most recent appearances for your Member, and if you re a Caseworker.mp user a diary for the next sitting day of the Commons. 7

3.1 For Review/For Action cases Your For Review or For Actions cases will appear at the top of your Home screen. Your For Review cases are all of those that you have set a review date for.

9 3.1 For Review/For Action cases Your For Review or For Actions cases will appear at the top of your Home screen. Your For Review cases are all of those that you have set a review date for. You re provided with the constituent s surname, case reference, case type, case summary and case status. If any cases have a review date that has passed - as all 4 do in this example - they will appear first and their reference will be coloured red. If they are due in a week, they will be orange. If they re due in 2 weeks they will be green. Otherwise they ll just be black. If you have no cases with review dates upcoming, you ll just see your For Action cases here. TIP This is best used as a helpful reminder, as soon as you log in, of what work needs to be done first. It s particularly useful to keep track of responses you were promised that haven t come in yet. Just set a review date or when you expect a response, and you ll be reminded if it hasn t come in! 8

You can zoom into street level, and use Streetview too.

10 3.2 Constituency map Your constituency map will look something like this: Every case you ve opened in the last month will be marked on the map with a red marker. You can zoom into street level, and use Streetview too. You can click on each these markers and find out more about the relevant case, or click through to view the actual case. TIP The map can be helpful to visualise particular localised policy or casework issues. 9

11 3.3 Case breakdown pie chart Next to your constituency map is your breakdown of cases opened in the last month. This is a clickable pie chart showing you what percentage each case type made up of your cases for the last month. Each segment is clickable, so if you want to see exactly which housing and planning or health services and medicine cases you had in the last month just click on their segment. This will take you through to a search using that case type, and will set the date parameters to the last month. 3.4 Recent appearances of Your Member Further down your home page you will see an RSS feed of your Member s most recent appearances, within the Parliament or Assembly in which they sit. Every time your Member speaks, you ll see a link to their contribution on They Work for You. The title tells you what debate they contributed to, you get the date below and the start of their contribution. 10

12 TIP This is a useful tool to move from reactive to proactive engagement with your constituents. Release yourself from only reactively responding to campaign s as they come in - now you can search for the tags you ve used, and sent out a bulk or mail merged letter to everyone who is interested in the issue your Member talked about Include a link to They Work for You, and let them know exactly what your Member said, and when they said it. 3.5 In the Commons (Caseworker.mp only) If you re using our Caseworker.mp product - then you will also get our In the Commons section. In the Commons shows you what s happening in the House of Commons on the next sitting day. It ll look something like this: TIP This feature provides a helpful reminder of what s going on in the Commons, even if you re in the constituency and working from home. It s updated from the same source as the Annunciators - so any urgent questions or statements get added in as they re announced. 11

13 4 The Search Box You ll always find the search box in the top right hand corner of your screen, wherever you are in the system. The search box is your first port of call to find constituents or cases that are already in the system. If you re unsure whether a constituent that you ve received a letter or a phone call from has contacted you before - the easiest way of finding out is through the search box. TIP You can use the search box in a number of ways. Just type in a surname, first line of an address or a postcode and it will search through the existing constituents on your system. You can search for a full name, by typing in surname, firstname e.g. Smith, John. If you want to you can also search for only a first name by typing, firstname for example:, John You can also find individual cases in the search box by Case Reference. Ensure that the first two letters of the reference are in capitals (so type ZA1982 rather than za1982), and the system will search through case references as you type it in. 12

5 Constituents If you ve been contacted by a constituent in any way other than email, your first step will be to use the search box to

1 Creating a new constituent To create a new constituent, click on the Constituents tab at the top of your screen.

14 5 Constituents If you ve been contacted by a constituent in any way other than , your first step will be to use the search box to check if you ve contacted you before. If they haven t then you ll need to create a new constituent. 5.1 Creating a new constituent To create a new constituent, click on the Constituents tab at the top of your screen. Once you ve clicked on the Constituents tab, you ll want to click on Create new Constituent on the right hand side. Next, you ll be taken to Create Constituent page, which looks like this: 13

You can search the electoral role from here in this box. TIP You can search the electoral roll in the exact same ways as the search box, as explained in Section 4.

15 You can search the electoral role from here in this box. TIP You can search the electoral roll in the exact same ways as the search box, as explained in Section 4. As you type, the system will search the electoral roll and suggest results. Just click on someone and the system will auto-fill your constituent s details into the form. If your constituent doesn t match with anyone on the electoral roll, or if you re not certain of their address details, you can just add them in manually. When you re finished, just click Create Constituent at the bottom of the page. 14

16 5.2 The constituent page Once you ve created a constituent, or when you click on an existing constituent, you will be taken to their constituent page. Here you can manually edit constituent details, delete or merge the constituent with another and see the constituent s existing cases. You can also create a new case from here. 5.3 Creating a new case If you want to create a new case for this constituent, just click Create a New Case. You will then be taken through to the case creation screen. Here is where you start providing information to properly categorise the case, and make it easy to find again later on. Contact Type: This is how the constituent contacted you, click one of the options to describe how they got in touch Case Type: Choose the case type that best describes the general policy area this case comes under. Case types can t be changed to ensure your data doesn t change over time, so you retain the ability to track trends. Status: Choose the correct status for this case - most often it will be For Action if it s a new case. Category: The category is again important as it enables you to filter a case search by this term. For example, you may only wish to send a certain response to people who contacted you in general about a policy, rather than those who have casework related to that policy. Tags: Case tags are where you add real detail. Use as many tags as you want, and however you feel best describes the case - they re the best way of finding a case again later on. As you type the system will search existing tags to make suggestions, but if you need to create a new one, just finish typing and hit enter. You ll then have a new tag! Summary: This is a free-form box to provide you with a short summary of the case. It ll be visible at the top of your case, and when you search for it in the case search. 5.4 Merging a constituent If you need to merge a constituent with another just go to their constituent page and click Merge with another Constituent. Then type the name of the other constituent you wish to merge them with, and click on the one you want. Next click which of the two constituents you d like to take precedence - if both constituents have data in any field, the constituent you select to take precedence will overwrite the other constituent s data for those fields. 5.5 Deleting a constituent You can also delete a constituent from the constituent s page. Just click Delete this Constituent. This will delete the constituent, all of their cases and all of their records. WARNING: Once a constituent is deleted, this cannot be undone. All of the cases assigned to the the deleted constituent will be lost. At best we would be able to restore your installation to the previous night s backup - however any data you input after that time will be lost. 15

6 Case Page Once you ve created a case you can go through to its case page which will look something like this: TIP From the case page you can write an email, write a letter, attach a file, scan a

17 6 Case Page Once you ve created a case you can go through to its case page which will look something like this: TIP From the case page you can write an , write a letter, attach a file, scan a document, write a note, set a review date, delete it or merge it with another case. In short, this is where you will do a lot of your casework! 6.1 Sending an to a constituent, contact or department To write an in Caseworker, just click Write an . A pop-up box will then ask you to select who you d like to write the to. 16

You ll then see an email screen, where you can type out your email, add attachments which have been uploaded to the case, and then either send it or save it as a draft. 6.

18 You ll then see an screen, where you can type out your , add attachments which have been uploaded to the case, and then either send it or save it as a draft. 6.2 Sending a letter to a constituent, contact or department Writing a letter is similar to the above in section 6.1, just click Write a Letter instead. You will have a similar pop-up asking who you would like to letter to be addressed to. 17

When you have selected a recipient, and given the letter a description, the letter editor will open. From here you can write your letter, print it, print a headed paper version or send it by email.

19 When you have selected a recipient, and given the letter a description, the letter editor will open. From here you can write your letter, print it, print a headed paper version or send it by . Otherwise you can just click Save Letter and Return to View Case to exit the letter editor. 6.3 Scanning a letter If you d like to scan a letter or document you ve received straight to a case, just click Scan a Document. Select the correct scanner from the drop down source list. Then provide the scan with a description. You can then select the date that the letter or document arrived in your office, so that it will be saved in the correct order on your case. Press Scan Now and a scan preview will appear in the box. If you d like to scan multiple pages, just press Scan Now again and repeat the above process for each page you d like to scan. When you re happy just press save and upload. 6.4 Adding a note You can also add a note to cases if you have any extra information you d like to add. Just like s and letters, this will be saved onto the case in chronological order. Just type into the notes box at the bottom of the case page, and then press Save Note. 18

20 6.5 Setting a review date You can also set a review date in the system to remind yourself when you need to have a look at a case to take an action or chase a reply. Just click Set Review Date at the top of the page and you ll be reminded when this date gets close, or passes, on your homepage as explained in Section Changing a case s status You set a case s status when you first create it, however it will of course change regularly as you work through a case. You can change it manually just by clicking on the drop down list, and then clicking on the new status. TIP In addition, every time you take an action on a case - i.e. write an , write a letter, write a note - you will get a pop up screen asking you if that changes the case s status. So you don t need to worry about having hundreds of cases with the wrong status on them, Caseworker helps you keep them up to date. 19

21 6.7 Reassigning a case When you create a case, Caseworker automatically assigns a case to you. But sometimes you might want to create a case for someone else or hand over a case you started part of the way through. To do this, just click on the name next to Assigned to. This will bring out a drop down box, and you can just select who you want to reassign the case to. 6.8 Editing case information All of the case information at the top of the case screen can be edited, except for who created the case. That means you can edit or change the contact type, case type, status, category and tags as you wish. 6.9 Merging a case Sometimes you may wish to merge a case with another, if you ve accidentally created two for the same issue for the same constituent. Just click on Merge Case on the top right hand side of the case page, and select the other case on that constituent you like to merge it with. 20

22 6.10 Deleting a case You can delete a case by clicking on Delete this Case just above the merge case button. Deleting a case will also delete all s, letters and information attached to the case. WARNING: Once a case is deleted, this cannot be undone. All of the information on the deleted case will be lost. At best we would be able to restore your installation to the previous night s backup - however any data you input after that time will be lost. 21

23 7 The Inbox When you click on the Inbox tab at the top of your screen, you will be taken to your personal user inbox. Your inbox will look something like this: TIP s that are assigned to you will appear in your inbox in the order that they were initially sent by the constituent, rather than the order they were sent to Caseworker. 7.1 Getting into Caseworker Before you can start dealing with s inside of Caseworker, you need to get your s into the system. Each installation has its own forwarding in address which is usually your Member s first initial and surname followed It is recommended for you to create a sub-folder in your client (e.g. outlook) and then run an rule on this folder. Just create a new folder and give it a memorable name like Forward to Caseworker. Then whenever a new casework related comes in, drag it to your Forward to Caseworker folder. You should also create another folder called something like Sent to Caseworker. Follow the below instructions to set up a rule to forward the contents of this folder into Caseworker. Remember that for the first you need to run it from within the folder, however the second rule for replies will run automatically 22

24 rule instructions for new s in Outlook Create a Sent to Caseworker.mp folder inside the inbox of the address you are creating the rule for. If you re using Outlook, on your home bar just go to your rules section, click manage rules and alerts and then click new rule. Select Apply rule on messages I receive under the Start from a blank rule section, then click Next. There is nothing we need to set on this page so click Next and then click Yes. Tick the box next to forward it to people or public group, tick the box next to move it to the specified folder and tick the box next to Mark it as read. In the bottom half of the window titled Step 2: Edit the rule description... underlined people or public group. click on the At the bottom of the window that appears there is a text box next to To - in that box enter your inbound address, then click OK. In the bottom half of the window click the underlined text specified folder and select your Sent to Caseworker folder and click OK. Then click Next. Click Next again, there are no exceptions to this rule Name the rule forward folder contents and ensure that the tick box next to turn on this rule is unticked (or everything will be sent to caseworker!) and that the tick box next to run this rule now on messages already in inbox is also un-ticked. Click finish, then click OK. To make this rule work, you will need to go to the folder, Select Folder on the nav bar at the top, then click Run Rules Now. Select the name of the rule you just created, and then click run rule instructions for replies in Outlook You can set up another rule to auto-forward replies to Caseworker s in Outlook back into the system. Go to Home on the toolbar/ ribbon. Click Rules and then click Manage Rules and Alerts, then select new rule at the top of the window and click next. Select Apply rule on messages I receive under the Start from a blank rule section and click next. Find the option that says with specific words in the subject line and tick that. In the bottom half of the window (where it says step 2) click the underlined specific words. Enter (Case Ref: without the quotes as the specific words and click Add and then OK then click next. Tick the box next to forward it to people or public group, and then tick the box next to move it to the specified folder. Next tick the box next to Mark it as read. In the bottom half of the window click on the underlined people or public group, and at the bottom of the window that appears there is a text box next to To - in that box enter example@inbound.caseworkermp.com. Then click OK. In the bottom half of the window click the underlined text specified folder and select your Sent to Caseworker folder and click OK, and then click Next Select Next again, there are no exceptions to this rule. Name the rule auto forward replies and ensure that the tick box next to turn rule on is ticked and the tick box next to run rule now is un-ticked 23

Click finish, click OK and then click OK again If you have any problems with this, or you re using any other system, just contact our office and we can walk you through the process. 7.

25 Click finish, click OK and then click OK again If you have any problems with this, or you re using any other system, just contact our office and we can walk you through the process. 7.3 User inboxes Every active user on your installation of Caseworker will have their own user inbox. This is where you ll be taken when you press the Inbox button. In addition to the user inboxes, there are 2 other inboxes - No one s and Anyone s. In the No one s box you ll find all of the s that are unassigned. This is where most s that are forwarded in will automatically go. In the Anyone s box you ll find all of the s on your system, no matter who they re assigned to. You can choose which inbox you currently view by clicking on the inbox name, and selecting from the drop down list. 24

26 7.4 Assigning to users On every there is an Assigned to box. Just click on this and a drop down list will appear. If you select another name it will reassign the to them, remove the from your inbox, and place it in theirs. TIP You can create an extra inbox in the system too. Just create a dummy user called, for example, Awaiting Standard Reply, and you can use them to keep campaign s out of your personal inbox, until you have a response to provide. You don t even need to log in as the user, just list them as active and they ll have an inbox. 7.5 Assigning to a new case If you have a new piece of casework come in via , you ll want to log it as a new case. To do this, just click Assign to Constituent/Case. The system will check automatically whether the address matches an existing constituent New case, Existing constituent If the address matches an existing constituent, you will be presented with a drop down list of their existing cases. If this is part of an existing case, just click on it. Otherwise you need to click Create a New Case. Then, provide the case with a type, category, status, tags and summary in the exact same way as described in section New case, New constituent If the address does not match with an existing constituent, you will need to add a new one. Just click on Create New Constituent. At the top of your pop up box will your roll matches. Caseworker will automatically use any information it can gather from the to search the electoral roll. If everything matches up, just click on the constituent, and it will import their details into the correct fields. Otherwise click Search Roll to search the roll manually with the information you have, or just fill in the fields manually yourself. When you re done click next, on the bottom right hand side. Now you need to create a case. Provide the case with a type, category, status, tags and summary in the exact same way as described in section 5.3. TIP Once you ve assigned your to a case, you can either action it from within your inbox, or click on the case reference and action it from the case page - just like you did in Section Assigning to an existing case If your has an existing case reference in it s subject line, it will be automatically assigned to that case. Otherwise you can assign an to an existing case by clicking Assign to a Constituent/Case, and choosing the case from the drop down list if the is from the constituent. If it is from someone else, just search for the constituent in the box that says Enter Surname/Organisation Name. 25

7.7 Replying to an email Once you ve assigned an email to a case, you ve now unlocked the ability to reply and forward your email.

27 7.7 Replying to an Once you ve assigned an to a case, you ve now unlocked the ability to reply and forward your . If you hit reply, you ll be able to send an to whoever your is from. You can either reply straight away or save it as a draft. All of your replies and drafts will be automatically saved to the case and are viewable on the case page. 7.8 Forwarding an to constituent, contact or department You can also forward s from caseworker. If you click the Forward button you can choose to send it to Someone Else (a contact not in your system), or a Government department or Third party contact. Once this contact s address is selected you send the as normal. 7.9 Quick replying With campaign s, the quickest way of dealing with them in Caseworker is to respond with a Quick Reply. When you press quick reply - a slightly different box will appear that includes a roll match box. It will look like this. 26

28 Caseworker will use the information gathered from the to search the electoral roll for you. If it matches, just click on the correct name and it will create a constituent at that address. If it doesn t match just click Create New Constituent and you can put in whatever information you have manually. If you leave it blank, a constituent will just be created for the address. If you type out your , set the case type and tags, and then press send, a constituent and case will be created for that person, and all of their information will be logged. However, Quick Replies are best used with templates, which you can select from the drop down list If you select a previously created template that matches this campaign, it will not only input the standard text you assigned that template, but it will also assign the correct case type and tags for you. So with a template you can respond to a campaign just by clicking quick reply, then choosing the roll match, then choosing the template, then hitting send. It s as simple as that. Within four clicks you ll still have created a new constituent, a new case, sent them an and properly categorised the case to be found again later. The will also be marked as actioned, removed from your inbox and the case will be closed. 27

7.10 Marking as actioned When you ve taken all of the actions you want on an email, just click Mark as Actioned. This will remove the email from your inbox, but doesn t delete it.

29 7.10 Marking as actioned When you ve taken all of the actions you want on an , just click Mark as Actioned. This will remove the from your inbox, but doesn t delete it. That and everything you ve done with it will remain on the case, but your inbox will be decluttered. TIP If you manage your inbox in this way, and only keep the s you need to action in it, it means that you can treat your inbox as a to do list that you work your way through. 28

8 Cases Tab When you click on the Cases tab, as a default you will see the most recent cases created on the system, the date they were created, the constituent s surname, case reference number, case

30 8 Cases Tab When you click on the Cases tab, as a default you will see the most recent cases created on the system, the date they were created, the constituent s surname, case reference number, case type, summary and status. However, you also have a number of different filtering options to find particular cases - case status, assigned user, case type, case tags, case category, time period and electoral ward. In the top right hand corner, you also have a total of cases that match your search as well as bulk actions, and creating a mailing list. 29

31 TIP You can use your filters in different combinations to find exactly what you want. Perhaps you want to see all your cases opened in the last week, all of your For Action cases, or all of your Waiting Reply cases relating to immigration? Whatever you want you can use search terms to find what you need. 8.1 Exporting a mailing list From this screen you can export the contact details for everyone that matches a particular search. Just search to filter your cases in whatever way you need, then click Create Mailing List. Select whether you want to export a postal mailing list, if you want a CSV file of all of the address, or an mailing list, if you want a CSV file of all of the address. 8.2 Bulk adding a note Sometimes you may want to add a note onto every single case that matches a search - for example a particular local campaign. Just click on bulk actions, just below Create Mailing List then on the pop up box select Add a Note. 30

32 Type your note into the box, then click add note. 8.3 Sending a bulk If you want to provide the same to a number of cases, then once again do your search and click bulk actions, but now click Send Bulk . This brings up the bulk box. Just give it a subject line, and either use a prepared template, or type in the you want to send out. When you press send it will send out individual s to each one of those constituents with a case that matched your search, but it will remove duplicates and those that don t have an address. The s will then be saved on their case. 8.4 Sending a mail merged letter Sending a mail merged letter is similar to a bulk , but just click Send Mail Merged Letter instead. You ll now be taken through to the mail merged letter page, where you can design the letter you want. 31

33 When you re done, just press print and the system will merge all of the information in from the cases in your search, and you can print off. It s as simple as that. TIP If you want to send a response to everyone, try sending a bulk first, which will only go to those with an address. Then send a mail merged letter afterwards to everyone with a postal address Caseworker has a button at the top of the mail merged letter screen that you can click to remove everyone with an address from the mail merge. That means you know you won t send a letter to someone you d already sent an to. 8.5 Bulk changing case statuses At the bottom of the bulk actions list is a feature to bulk change case statuses. This could be useful if a particular constituency campaign ends and you want to close all of the cases related to it. Just do the search, click Bulk Actions, then Change Case Statuses. Select the new status you d like all cases to be changed to, and then click update statuses. 32

34 8.6 Bulk attaching a file If you ve got a file that needs to be attached to a number of cases you can also bulk attach a file from the same pop up list. This could be useful if you have a response from a Government Minister you believe would be applicable to a number of cases. 33

1 Editing and creating organisations Just click on the Contacts tab and you ll have a list of your pre-existing organisations if you have them.

35 9 Contacts Your contacts page is where you keep your third party organisation contacts up to date. Its simple to do and helps you to make the most out of Caseworker: it s also very similar to creating a constituent. 9.1 Editing and creating organisations Just click on the Contacts tab and you ll have a list of your pre-existing organisations if you have them. You can search for existing contacts in the search box, and then just click on them to edit them. Or you can click on Create a New Organisation to create a new one. If you click add organisation you will need to provide a name for it, and an address. Then just click to create it. 34

36 9.2 Editing and Creating Contacts Once you have created an organisation you can add contacts to it, these are individuals that you can contact that represent the overall organisation. If you click on an organisation you can click on existing contact names to edit them, or you can click Create a New Contact. You just need to provide a name and contact details, then they ll appear on a drop down list when you send letters and s to your third party organisations. 35

10 Statistics If you d like to get to the statistics screen, just click on the Statistics tab at the top. The screen you re taken to will look something like this.

37 10 Statistics If you d like to get to the statistics screen, just click on the Statistics tab at the top. The screen you re taken to will look something like this. On the statistics page you get summary statistics, a tag cloud, a breakdown of cases by type, a caseworker breakdown, cases and s awaiting action, correspondence summary, enquiry type summary and cases opened/closed summary. You can also select the time period you want to be shown. You can choose whether to see this week s, last week s, this month s, last month s, this year s or all of your data. You can also choose to filter out by category too, whether that s casework, policy or campaign. 36

38 10.1 Summary statistics On the top left of your screen you can see your summary statistics. These will give you an idea of, as an office, how many cases you ve opened and closed, how many s you ve received and sent, how many cases you have open and how many s you have waiting. These stats, as all on the statistics page, will change based on the time period you choose, and if you filter out any category types Tag cloud The tag cloud displays the most popular tags you ve used in the time period selected. The bigger the word is, the more you ve used it. If you click on one of the tags it ll take you through to a case search using that tag over the time period chosen. 37

10.3 Case type breakdown pie chart This case type breakdown pie chart is the same as the one on your home page, described in section 3.

4 Caseworker breakdown Every user active in the period selected will appear on this list, and you can see how many cases they ve opened, cases they ve closed, notes

39 10.3 Case type breakdown pie chart This case type breakdown pie chart is the same as the one on your home page, described in section except you select the time period and filter out categories Caseworker breakdown Every user active in the period selected will appear on this list, and you can see how many cases they ve opened, cases they ve closed, notes they ve written, s they ve sent and letters they ve written during the time period Cases and s awaiting action This next section gives you a live snapshot of user s inboxes, and how many s they have awaiting action, as well as how many open cases are assigned to them. 38

10.6 Correspondence summary This graph shows you how your correspondence changes over the last 12 months. 10.

40 10.6 Correspondence summary This graph shows you how your correspondence changes over the last 12 months Enquiry type summary This graph shows you how your use of different enquiry types changes over the last 12 months Cases opened/closed summary This graph shows how the number of cases you ve opened and closed have changed over the last 12 months. 39

41 11 Tools The Tools page has many useful tools and features to help you do your job. It s where you manage letter templates, templates, users, surgeries and door knocking sheets, as well as your user preferences. This is also where you download the manual, and where you can our support team. It looks like this: 11.1 Managing letter templates If you click on Manage Letter Templates you will see a list of all of your templates that your office has created, and the three default templates that come with your system. To edit one, just click on it s name. To create a new one, click create a new template. You can also change a template s status in here - if you mark it as inactive it will no longer appear on the drop down list of templates. 40

42 If you click on an existing template, or create a new template you will be taken through to a template editing page. This is where you can create a template to suit your needs. You can add merge codes using the list at the bottom right corner which will populate with the appropriate text when you create a letter from the template. 41

43 11.2 Managing templates Managing your templates is a very similar process. When you click through to the Manage Templates page, change a template s status to change whether it will appear on a dropdown list, click on a template to edit it, or click Add a New Template. The difference between letter and templates is when you create an template, you can also set the correct case type and tags, which will come in handy when you use quick replies for campaign s Managing users Also within the tools page is an ability to manage users. Just click on the link, and you ll see your full list of users, who have ever used your system. If someone leaves, just click on their status and mark them as inactive. This will also remove their user inbox, as well as making them unable to log in. 42

If someone joins just click Add a New User. All you need then to do is provide their name, email and password in the box provided.

If someone has a new phone, and would like their Google Authenticator reset and sent to their email, click on Reset GA next to their name. 11.

44 If someone joins just click Add a New User. All you need then to do is provide their name, and password in the box provided. Then when they set up their Google Authenticator as explained in Section 2.4, or their Yubikey as explained in Section 2.3, they ll be able to log in. If someone has a new phone, and would like their Google Authenticator reset and sent to their , click on Reset GA next to their name Surgeries Caseworker also allows you to manage surgeries from within the system. Just click on Surgeries within the Tools page. You ll be taken to your surgery page. Click Create New Surgery to create a new one, by providing location, time, appointment length and number of appointments. Otherwise, click on a surgery to view existing appointments. Click Assign Appointments and you can put an existing case into a surgery slot. TIP This tool can be really useful if you bring a tablet or a laptop along to surgeries - you can sit with a constituent, and have a look at the letters and s they ve sent you or you ve sent them as you go. 43

11.5 Door knocking sheets Many elected representatives like to knock on doors at weekends or during the week to meet constituents and discuss local issues.

45 11.5 Door knocking sheets Many elected representatives like to knock on doors at weekends or during the week to meet constituents and discuss local issues. When doing this you may want to know what previous contact you have had with a particular constituent before knocking on their door and having a chat. Just click on Generate Door Knocking Sheets, then select the polling district you need from the drop down list. Then choose to generate the sheet as HTML within your browser, or as CSV download Change your password If you want to change your password, just click Change Your Password and then input your and Yubikey/GA. Then press reset password and enter you new password. 44

46 11.7 Manage your preferences If you click on Manage your Preferences you ll be taken through to this screen: From this page you can edit your signature, change your font and font size, change how many search results you get per page on the Cases page, and change the order they display too. When you re done, just press Save Preferences Change what address you send from If you would like to send from your own address, in addition to the installation s default address just let our support team know. They ll then make the change for you, and you will have a new drop down box on your screen. You ll just need to select the you want to send from on that occasion. 45

47 12 Contact Us If you ever need any help using our products, our support team is always here to help you. You can contact us by or phone, Monday to Friday from 9am - 5pm. Phone: support@electedtechnologies.co.uk 46

Your . A setup guide. Last updated March 7, Kingsford Avenue, Glasgow G44 3EU

Your . A setup guide. Last updated March 7, Kingsford Avenue, Glasgow G44 3EU fuzzylime WE KNOW DESIGN WEB DESIGN AND CONTENT MANAGEMENT 19 Kingsford Avenue, Glasgow G44 3EU 0141 416 1040 hello@fuzzylime.co.uk www.fuzzylime.co.uk Your email A setup guide Last updated March 7, 2017