LUMINATE ONLINE: FUNDAMENTALS-MANAGING CONSTITUENTS

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Rodney Fowler
5 years ago
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1 Constituent360 is an online database that houses constituent profiles and is the center of all things Luminate Online. Learn how each interaction a constituent has with your organization from registrations, donations, and Web page links is stored in a single profile in this 3-hour instructor-led course. Through instructor-led scenarios, course discussions, and practices in the sample database, you will learn how to capture and centralize the information you have for each constituent, as well as segmenting constituents for communications tailored to their interests. 1

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3 At the end of the course, you will be able to: Identify the role of Constituent360 Learn how Registered Users are added to Constituent360 Review the information included in a contact record Create administrator accounts Describe what makes contact records unique Describe the relationship between Groups and Interests 3

4 Constituent360 is a sophisticated online database that houses constituent profiles. Every interaction a constituent has with your organization, from registrations and donations to click-throughs on or Web page links, is stored in a single profile, which automatically builds over time. By capturing and centralizing information on each constituent, your organization can more fully understand what motivates constituents and segment constituents for communications tailored to their interests. 4

Building relationships is essential to achieving your organization s mission. You can capture information about every interaction your constituents have with your website.

5 Building relationships is essential to achieving your organization s mission. You can capture information about every interaction your constituents have with your website. Constituent360 is an online administrative tool that integrates with your website, stores constituent information, and groups constituents based on commonalities and interests. Constituent360 integrates with your offline constituent management database, so information about existing and new constituents can be managed under one umbrella. 5

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A registered user in Luminate Online is anyone who has a record in the Constituent360 database. This includes not only the users, but the administrators.

8 A registered user in Luminate Online is anyone who has a record in the Constituent360 database. This includes not only the users, but the administrators. In addition to registered user, you may also hear the terms contact record, or member of your housefile, which mean the same thing. Administrators and users are differentiated only by different security categories. 8

9 The four ways to create registered users include: Import from file or other database Automatic registration occurs with the completion of certain transactions/interactions on the site Self-registration via a custom Survey form Manually by an administrator 9

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11 Go to the AHS homepage. Observe the page wrapper. Are you logged in? Fill out the Registration Form to receive the newsletter. Make a note of the name and address below. Observe the page wrapper. Are you logged in? 11

12 When a user is logged in, they can edit their profile which includes biographical information, preferences, special interests, and linked social accounts. 12

13 Account address: 13

14 You can manually add a constituent, many constituents, or an administrator in the constituents module of the Constituent360 tab. Additionally, the constituents module is where you will go to enter information to look up and find constituents in your database. 14

15 To create a new user record, click on the Add One Constituent link. Enter information for all the requisite fields: Biographical Information- first name, last name, username, password - address 15

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18 Autoresponders, which automatically send s to particular users, are managed under the Setup menu. Users who register online can trigger an autoresponder that welcomes them. 18

19 Every Luminate Online site contains a page called the User Login page. On the User Login page, there are tools that generate username and password reminders if you need login assistance. 19

20 Your administrator login will not work on the constituent login page. If you try to login from this page using your administrator user name and password, you will be directed to the administrator login page. It is recommended that you have a separate site constituent login using your personal account. 20

21 If a user is having trouble with logging in, direct them to the forgot username or forgot password options. They can enter their in order to get their username or enter their username and , and Luminate will automatically them a link to reset their password. 21

22 The reset password doesn t show the users password, but instead, it provides a link to your website where users can enter a new password. Note that the link expires after 72 hours of receiving the to reset the password. 22

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24 A contact record in Constituent360 gives an administrator a full view of the Registered User. You can view: Profile Directory Preferences Preferences Website Interests Groups Interactions Transactions Notes 24

25 Member ID: Used to identify a user in your online database and for data sync purposes. In order for Constituent 360 and your offline database to sync, each database needs a unique identifier. You can store the offline database unique identifier in Member ID field. Origin Source Code: The campaign/page through which a constituent first interacted with website. Origin Application Type: Shows you the application a constituent first interacted with. For example, if someone s contact record is created because s/he gives money, then the Origin Application Type shows Donation. If you need more granular information, such as which donation campaign this person responded to, use the Origin Source Code. Active Detail: Tells you if this user has actively logged in to your site after his/her contact record was created. Accept Tells you whether a user has opted in to communication. Luminate Online will not anyone who hasn't explicitly agreed to receive communication from your organization. 25

26 There are three pieces of data that identify a contact as a unique record: (when the site data parameter to enforce a unique per user is turned on) First and last name in combination with address Constituent ID, which is a unique key generated for every registered user created in Constituent360 Member ID, which is a unique key generated by your offline database to identify contact records 26

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28 Make sure you are on the Find Constituent tab of Constituent360. Search for the contact record by entering in one or more information fields. Select Find. The number of fields you entered during the search impacts the amount of records that are populated. For example, if you entered the last name Smith, multiple contact records may appear. 28

29 You must first view the constituents profile by clicking the View icon that looks like a projector screen. When you have opened the contact record you need to edit, click on the Edit Constituent Info option found just below the contact info snapshot. 29

30 The screen will look the same in the contact record but will now allow you to edit open fields. You will notice when you scroll down, the editable fields are white boxes that have the option to click on and manipulate the information. Make sure to click Save when you are done working in the file to ensure your changes are saved. 30

31 The Profile tab is the tab you are automatically sent to when viewing the contact record. This tab is where you can edit, remove, and manage your constituent. 31

The Email Preferences tab is where you can see the preferences you have setup or the constituent has elected to be a part of when signing up for your site.

32 The Preferences tab is where you can see the preferences you have setup or the constituent has elected to be a part of when signing up for your site. You will see whether or not they receive , the preferred format of the , and the interests associated with . You can also edit site-wide preferences for the constituent. 32

33 The Interactions tab allows you to manage the interactions you have had with your constituents, and they have had with your site. Interactions include: Donations made TeamRaiser Registration Contact Record Change Login error solutions And more 33

34 The Transactions tab manages gifts and donations made by the constituent. You can add in a new gift or pledge and select where the money is going to, whether a fund, event, or campaign. You can see a transaction summary with total lifetime giving amount, the Year to Date (YTD) giving amount, if they have an outstanding balance from a pledge not fully paid, the first transaction, the last transaction, and the largest transaction made. At the bottom of this tab, you will see a records list of every transaction made by the constituent. 34

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For most organizations, the site data parameter is turned on so that no record may have the same email address as any other record.

37 For most organizations, the site data parameter is turned on so that no record may have the same address as any other record. If a site visitor is not logged in and uses the same address as an existing user: Transactions will be credited to the existing user account, and the profile will not be updated. Surveys and forms can be configured in a variety of ways. Administrator accounts created from an existing constituent record can share an address. 37

38 This leaves us with two user profiles in Constituents360: John s original profile with his newsletter, and Mary s donation attached. John s second profile created when he used a different to sign up. John may call us asking why he s getting two communications from us. We need to merge duplicate records. 38

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40 Search for the constituent. On the Profile tab, click Find Duplicates. Select the criteria. 40

41 Decide which profile is the master record. If you are unsure which record should be the master record, use this process to help chose: Look for which record is known to contact. Look for which record has more information filled out Look for which record has donations, event registrations, etc on it. Click the Next Step action button. 41

42 On this step, you can view the record, merge the record, or declare the record not a duplicate of the master record. If you declare the record not a duplicate, it will never show up as a duplicate for the master record again. 42

43 On this step, you can use the checkboxes to replace elements on the master record with elements on the duplicate record. Click the Save action button. 43

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46 Administrator accounts allow staff members and volunteers at your organization access to the backend of Luminate Online. You can set different permission levels to allow certain administrators different levels of access. Administrator accounts should not be used for constituent activities, such as making donations or taking action alerts. 46

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48 To create an administrator account from scratch, use the Add Administrator link at the top of the Constituent360 search page. Enter the basic administrator information, just as you would when manually creating a constituent record. Note: If possible, try to use an organizational address instead of a personal address. 48

Once the account has been created, you will see a yellow error message letting you know that the account needs to be put into an admin security group.

49 Once the account has been created, you will see a yellow error message letting you know that the account needs to be put into an admin security group. Navigate to the Groups tab and click Edit Group Membership. Add the account to the appropriate admin security group or groups for that administrator. 49

50 Assign the administrator account to an admin security group. Click the Finish action button. 50

Sometimes a new administrator already has a constituent accounts and wants to keep the same email address for both records.

51 Sometimes a new administrator already has a constituent accounts and wants to keep the same address for both records. This happens most frequently if you have a volunteer that you are giving administrative privileges to. From the constituent s profile tab, click the Create As Admin link to create an administrator record based off of the existing record. The constituent s name, , and password will copy over to the new account. Set the administrator and constituent user names. The best practice is to leave the constituent's current user name as their Constituent Record User Name and creating a new Administrator Record User Name for them out of the first part of their user name "+admin". If a constituent had myname@my .com as their user name, give their administrator record the user name "myname+admin." If their user name was simply "firstname, give them the administrator user name "firstname+admin." 51

52 Assign the administrator account to an admin security group. Click the Finish action button. 52

53 You can switch back and forth between the constituent account and the administrator account created from it by using the links on the accounts profile tabs. 53

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56 Groups are the administrator-driven method for segmenting records in the Constituent360 database. Constituents can be in an unlimited number of groups. Your users do not have visibility into the groups to which they belong. A group can be a subset of another group. You can also create groups within groups. Groups can intersect. 56

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In Luminate Online, you do not send emails to individuals. The email audience is always a group of individuals.

58 In Luminate Online, you do not send s to individuals. The audience is always a group of individuals. For example, those who opted into the e-newsletter are bundled together in a group, so that you can set this group as the target recipient of this newsletter. 58

You can control what a user sees in an email or on a webpage based on their membership (or non-membership) in specific groups.

59 You can control what a user sees in an or on a webpage based on their membership (or non-membership) in specific groups. You can use groups to modify and target your content, too. For example, the same page displays different content. The one on the top shows the content defined for the long time supporters. 59

60 There are three ways to create and populate groups, automatically, dynamically, and manually. 60

61 The first automatic group is the Any registered user group, which includes all records in Constituent360. Automatically created groups are the most common. Because these groups are automatic, no action is required by administrators for their creation. They cannot be deleted, and they are always up-to-date. For example, those who registered for an event will be put into an event participants group. Some of the members of that group may also belong to the survey responders group by submitting a survey response. Automatic groups include: Donors Event attendees Survey respondents 61

62 Groups can be created dynamically. For example, as soon as a user signs up to receive a newsletter, that person belongs to the newsletter opt-in group. Dynamically created groups require actions by an administrator and fall into two categories: Groups created in conjunction with interest groups Groups created from query results It is important to understand that while query based dynamic groups can be deleted. Interest based groups cannot be deleted unless the interest is deleted first. 62

63 In some cases, you can create groups manually. This is useful when you want to set up a group like an reviewers group. As an administrator, you will have to manually add and delete records from these types of groups because they were manually created. Manual groups can be deleted. 63

64 You can combine two groups into one by creating a query based group. For example, you might have a group of California residents who have donated over $ You might also have a group of people who purchased from your ecommerce store. You can write a query to pull the members of both groups and create a new group that includes all of them. 64

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67 Groups, which are found in the Constituent360 menu, are divided into two types: User Groups (your constituents) Administrator Groups (your staff) 67

68 You can find a particular group by using the Search Box. You can also see all of a particular type of group (e.g., Donor groups, Event attendees group, etc.) by using the filters on the left of the group list. As an administrator, you might need to review groups and make updates and edits to them. To find a group on the User Group List tab, you can use the Group Type filters or you can use the Search field. 68

69 To create a new group from scratch, click the Add New Group button. 69

70 If you created a group, either manually or from a query or report, you can delete it if and when it s no longer relevant. Delete a group from its main page by using the Delete button. Interest Opt-Ins and automatically created groups cannot be deleted. To help prevent a tax on system resources, periodically go to the Rebuilding Groups List tab and Delete Rebuilding for any group you no longer need to automatically rebuild in a set period of time. 70

71 To create a group: Select Constituent360 > Groups, and then select Add New Group. Provide a unique name and description for the group. Both should illustrate the purpose of the group. Leave Security Mode to Not a Security Group. In the Group Type field, select Reviewer Group from the drop down menu Select Save You will be directed to the Group Information tab of the Groups secondary navigation. To manually populate a group: Add internal staff members to the group you just created. Select the Members tab, and then select Add Members. Only First Name, Last Name, and are necessary to enter. In the second row, provide a new name and address that you have not used before. You should see two results with text that reads as follows: Found one existing contact with matching name and address. Existing contact has been successfully updated. 71

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73 Interest Categories in Luminate Online allow your constituents to have a more personalized experience when visiting your site. They are the user-driven method for segmenting your Luminate Online database. Registered users can access the list of your interest topics from their Personal Profile pages and choose whether or not they want to see or receive content on each topic. You can then direct content to those who want it and avoid presenting material to those who do not. 72

74 There are two types of interest categories: and Web. 73

75 interests, designated by the envelope icon, allow users to opt-in (and-out) of particular campaigns, such as e-newsletters, issue alerts, etc. interests work in conjunction with groups as subscriptions to publications. interests also allow users to unsubscribe from a particular campaign by either clicking the Unsubscribe link in the message itself or by managing their interests on their profile on your website. 74

76 Web interests can be used to conditionalize web content, showing users only what they want to see. 75

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Interests are found in the Constituent360 menu. When creating an interest, you have a few options: Select whether this is an email interest or web interest.

78 Interests are found in the Constituent360 menu. When creating an interest, you have a few options: Select whether this is an interest or web interest. Default Interest: Do you want everyone in Constituent360 to be assigned this new interest? Be very careful using this option. You can choose to create an Interest Group, which will house every user who opts-in to the group. If you do this (recommended), also create an Opt-out Group, which will house every user who opts out of the interest, thus making it easy to not them. 77

79 To create the Interest: Select Constituent360 Interests. Select Create a New Interest Category. Provide a name and description for the Interest. Both should illustrate the purpose of the group. Name: [Your Name] s enewsletter Subscription The interest that opts users into receiving the enewsletter Leave Security Category set to General. Leave Parent Interest set to Top Level. Select the Interest Type of Make this interest a choice for opt-in. Check the selection for Default Interest. Check the selection for Create Interest Group. Check the selection for Create Opt-out Group. Select Save. 78

80 Users have three ways to select interests. 79

81 Users can select interests as they fill out the form to create a contact record. 80

82 After a contact record is created, a user can update his/her interests by accessing the Interest Update window. 81

83 When a user decides to opt out of any of your publications, s/he will be presented with a list of interest categories. 82

84 What are interest categories? 83

85 You can add interests to the user record as an administrator. The three ways an administrator can manage interests include: Default Interests By clicking on a link in an message Hidden interest element in a survey 84

86 Everyone will have the default interest box checked automatically until they opt-out. This way, every single contact record will have this interest checked until they opt out of it. 85

87 Another way is to configure hyperlinks to add a certain interest to the record of those who click on it. By clicking a particular link in an , you can add a related interest to that user s profile. For example, you can configure a hyperlink that leads to the list of healthcare legislation news and check the Health and Research News interest category for those who follow the link. 86

88 You can add a hidden interest when you create a survey. Hidden interest adds an interest to the record of those who respond to the survey. For example, in the above survey, there isn t an explicit question to ask whether they want to check Volunteer Opportunity interest or not. But the respondents to this survey will have their constituent record updated with Volunteer Opportunity interest checked. 87

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