USING EVENTBRITE. A Guide for CLAPA Staff & Volunteers

Transcription

1 USING EVENTBRITE A Guide for CLAPA Staff & Volunteers Please Note: This guide is long and quite detailed to ensure it covers any questions you might have. It is split up into sections so you can refer to the relevant parts as you go along. When setting up your first event, please follow this guide to make sure you have covered everything, even if you have used Eventbrite before. CONTENTS 1 Introduction 2 Privacy 3 Accessing the Account 4 Setting Up An Event 4.1 The Basics 4.2 Customising Your Event 4.3 Manage Order Form (What information to collect on people) Order Confirmation (What people receive when they sign up) Event Type & Language Waitlist Invite & Promote 4.4 Tracking Sign-Up 4.5 Making Your Event Live 5 Managing Your Event 6 Payments 5.1 Download Information on Attendees 5.2 Manually Add Attendees 5.3 Contact Your Attendees 5.4 Make a Guest List 5.5 Cancellation and Refunds

2 1 - Introduction Eventbrite is a website which allows anyone to list an event, have people register to attend, and collect any payments or donations. Eventbrite takes a small portion of the revenue for paid events, but lists free events at no cost. The new CLAPA website pulls events directly from CLAPA s Eventbrite account and lists them in various spots around the website. This means that for an event to show up on clapa.com, it needs to be on CLAPA s Eventbrite account. In general, CLAPA staff should set up events on behalf of volunteers. However, if a CLAPA Volunteer responsible for a Branch or Happy Faces Group wants to be able to set up their own events on CLAPA s Eventbrite account, they can be added as a user. This guide will walk through how to use Eventbrite to set up different kinds of events, as well as CLAPA s policies and procedures surrounding these events. Please read it in full before using CLAPA s Eventbrite account and send any questions or comments about the guide to Anna Martindale at anna.martindale@clapa.com or Privacy Personal information from event attendees will be visible to anyone with admin access to these events, including volunteers. This means that non-staff members may only be added if they are trained CLAPA volunteers who have read and agreed to the Data Protection Policy, and access to the account should generally be as limited as possible. 3 - Accessing the Account Anna Martindale is the current administrator for the account. All other staff and volunteers needing to access the account must be invited to do so through the admin. When inviting others to sign up, the admin can restrict their access to certain events. By default, volunteers should have access to NO existing events aside from sample events, or only existing events organised by their Branch. This minimises the risk of a data protection breach.

3 4 - Setting up an Event The Basics CLAPA has set up two sample events which you can copy/clone to create your own events depending on your requirements. Just click on your name in the top right corner, click My Events, pick one of the below, and on the Event Dashboard click Copy (on the far right along with Cancel and Delete ). 1: Sample Family Event (Sign-Up/Tickets) This event has both adult and child tickets set up and gathers enough information on sign-up for you to be able to run an event with a guest list and catering such as a Christmas party a family fun day, or even a conference! It is also set up to collect donations. This doesn t mean there need to be physical tickets, just that people have to give their details (name, , etc) when they sign up. 2: Sample Basic Event (Register Interest) This is for a very basic free event which invites people to register their interest. It will collect name and address from people who register. This is ideal for more open events where you don t really need to know in advance who s coming, e.g. Happy Faces Meet-Ups or fundraising fairs, etc. You can create your own event from scratch if you want, but you ll have to set up the order form and everything else too, so we strongly recommend you copy an existing event instead and edit it as necessary, and this guide will assume you ve done just that. If you can t do this for whatever reason, Eventbrite has a very thorough help section which can walk you through all aspects of creating your event Customising Your Event Once you ve clicked Copy, you ll be prompted for your new event name, and then it ll take you through the usual process for creating events, except this time everything will be already set up for you! Make sure you change the basic details like date, time and location (including POST CODE so it shows up in the right CLAPA Region on our website), upload a large event image, and write a thorough description. In the sample description we ve explained what you need to make a helpful, appealing advert for an event. Feel free to add any more information you want here. The first paragraph will be what shows up on the CLAPA website. You can now move on to Tickets. If you chose the Sample Basic Event and don t want to customise your tickets, just move on to 4.3. If you do want people to register, click the little gear icon by the existing Free Place ticket, and customise the name, description and

4 amount of places as needed, and untick Hide this ticket type at the bottom. You can also tick the Show remaining tickets box at the very bottom of the page under Remaining Tickets. If you chose the Sample Family Event you will notice that there are FIVE ticket types listed, two each for adults and children, and one for donations. These collect different information on registration. First things first, decide what kind of tickets you d like to include your event: o Free Ticket just what it says on the tin! o Paid Ticket you set the price of the tickets. By default, Eventbrite adds their fees on top of the price. If you want, you can change this so the fees are included in the total price this means CLAPA will get slightly less money, but buyers will pay a flat rate. You don t need to add VAT. o Optional Donation This is a ticket type which allows people to donate when they register for other tickets. You can use it alongside paid or free tickets. It collects no information (other than for payment) on registration. Once you ve decided which tickets you d like to use, delete the others. You can mix-andmatch ticket types if you want, e.g. free child tickets but paid adult tickets plus an optional donation, just as long as you only have as many as you need, otherwise it ll get confusing! Clicking the little gear icon on each ticket will open up more advanced settings for each ticket type. Here you can include more information like a description explaining the different ticket types and restrictions (e.g. Child tickets are for under 12s only), and change when the ticket will start/stop selling (which is useful if you re providing earlybird tickets, or

5 if you have a strict deadline for the registration). You can also change how many tickets of each type someone can buy in one go, e.g. 2 children per family. Additional Settings IMPORTANT: Both sample events are listed as password protected, so you need to make sure you CHANGE THIS! To make sure it shows up on all event listings on the CLAPA website, make the event public, and make it shareable on Facebook, Twitter, etc. Unless it s a completely private event, don t make it invite-only, as you ll be seriously limiting how people can access your event. If your event has no tickets you can go ahead and make it live. It may take up to a day for it to display on the CLAPA Website s In Your Area section, but it s usually faster. If your event has tickets, it still won t quite ready to go live save it and click the Manage button that appears at the top of the page Manage Here you ll find your Event Dashboard which will give you at-a-glance information about your event and attendees. Before you move forward, you ll want to go through the options on the left under Order Options and Invite & Promote to make sure it s set up right.

6 In this section you ll decide what information to collect from your attendees, organise your tickets, and set up your order confirmation to make the whole process as simple and streamlined as possible for the people booking Order Form The Order Form is where you decide what information you d like to collect from your attendees. This information will not only help you to run a great event, but also help CLAPA get the data we need for funding applications so we can run even more events in the future. If you re setting up your event by copying one of our SAMPLE events, the order form will already be set up to collect the information you ll need. It will collect this information for each ticket ordered, so e.g. if someone orders 2 adult and 2 child tickets, they will need to fill in the below information twice for the adult tickets and twice for the child tickets. Attendees can copy information over tickets (so everyone has the same address, etc), but such a long form can still look intimidating, so we ve tried to keep it as simple as possible! The Order Form for Sample Basic Event only collects name and address. The Order Form for Sample Family Event contains the following fields (*required fields): Adult Ticket (Free) - *First name, Surname - Address - Home Address - Dietary Requirements - *Contact Phone Number - Connection to CLAPA (e.g. parent, child, adult) - *Photo Consent Waiver (This is CLAPA s standard photo consent waiver which states that the individual understands there will be photographs and/or footage taken of them/their child at this event which may appear in CLAPA publicity, and that it s up to them to make themselves known at the event if they do NOT want photos taken.) Child Ticket (Free) - *First name, Surname - Address (Eventbrite has to collect this for ALL ticket types usually it s just the same as the parents , and it s not a required field) - Home Address - Dietary Requirements - Date of Birth - Gender - Connection to CLAPA

7 Adult Ticket (Paid), Child Ticket (Paid) Same as above, but there is a Ticket Buyer section at the top which asks for name, address, payment information and billing address information for the person purchasing the tickets. This is separate to the rest of the information that is collected. Optional Donation If selected along with FREE tickets, additional payment information is collected. If selected along with PAID tickets, no extra information is collected, the donation amount just gets added on to the amount paid for the tickets. Want to change the order form? When you click on Order Form, you ll see a list of questions with a green tick next to those that are included/required. Most of the above questions are custom questions, so you ll need to scroll to the end of the list to see these they ll be the ones with the customise/delete icons next to them. To edit these questions, click the gear icon, or just delete them if you definitely don t need that information for your event. Need More Information From Attendees? If you need to gather more information from your guests (e.g. which workshop they would like to attend), you can use the Order Form page to create a custom question. Just scroll to the bottom and click Add Another Question. There are a number of question types to choose from, just experiment until you find a format that works. If you only want this to show up for certain ticket types (e.g. only adult tickets) make sure you tick Show this question for specific ticket types and select which types you d like. All done? Once you ve set up your order form, preview your event (grey button at the top right of the page) and try a test registration to see what the order form would look like for a typical order. You can then go back and tweak it as necessary to make sure you re gathering the information you need. If the Preview button takes you to a password-protected page, go back to Edit and change your event to public or remove password protection in Additional Settings at the bottom Order Confirmation Once your order form is set up, you need to edit the information that people will receive after they register in the Order Confirmation page. Customise Webpage

8 After registering, attendees will be taken to a webpage with a message you can customise. You can add more information/instructions here, or you can keep it simple with something like Thank you for registering for [EVENT], we look forward to seeing you there!. Customise First things first, put your branch/staff as the default reply-to address so that if someone replies to the confirmation it ll go straight to you instead of info@clapa.com Eventbrite is designed for events with physical tickets which are scanned at a box office on entry to the event, and most CLAPA events will not need anything like this, so to avoid confusion we ve un-ticked the box that says Attach PDF tickets in confirmation . This way, your attendees won t receive an attached ticket with a lot of unnecessary instructions. However, you need to write something in the confirmation so they know what they have to do next! Here is an example confirmation which you can adapt to your event. Feel free to write something completely new which is a bit more personal, the important thing is that you include all the relevant information so they have it accessible. Thank you for registering for [Event Name], at [Place], [Date] at [12:00-16:00]. There are no paper tickets, so just show up on the day. We will be meeting at [place] just look out for the CLAPA t-shirts! Remember to bring [a picnic, a teddy, CLAPA t shirts, anything else they need]. In the meantime check out our Facebook group/page here: [LINK] If you have any questions or issues before the event, contact [Name] at [ ] or [number]. We look forward to seeing you there! [Sign off with your name/position, and/or the Branch or group if applicable] Event Type & Language Here you can change the language used during the registration process. CLAPA s sample events are set to use the word registration instead of tickets as we usually don t have physical tickets for an event, but you can switch it back here if you need to Waitlist When organising an event with limited spaces (which you may have already paid for!), inevitably there will be times where some attendees will have to drop out at the last minute. If you think your event may sell out, or if ticket sales are ending early enough before

9 the event itself, it s worth setting up a waitlist to register people that want to attend so that they can take the place of any drop-outs. To do this, click on enable waitlist and go through the options. Under attendee information to collect, you will probably want to tick Phone Number, as if someone hasn t managed to register and you still have drop-out places left, you can ring them directly to ask if they d like to come. You should also customise the auto- s which will be sent out to make sure they include the information needed. You will probably also want to include your contact information so they can get in touch if they have questions, as they may need to do this quickly. How it works Once someone has requested a refund or cancelled their order (see Managing Your Event for how to deal with this), the next person on the waitlist will get an automatic inviting them to register. They will have 24 hours to do this by default (you can change this), and if they don t register in this time then the next person on the waiting list will be informed, and so on. If no one on the waiting list responds in the allocated time, and ticket sales have not yet ended, the tickets will once again show as available on the event page Invite & Promote Most of these options will only be available after you ve made your event live, and they should be pretty self-explanatory. In general, you should use CLAPA s mailing programme Campaign Monitor (or talk to the Communications officer to do this for you) instead of inviting people through Eventbrite. Tracking links are a way of monitoring which methods of advertising have the most success, so for example you could create one link for Facebook and another for an e- newsletter and track how many people sign up using each Tracking Sign-Up You re almost done! Before you make your event live, make sure you know exactly how you ll be receiving information from people who register. By default, Eventbrite will send out a notification to the organiser (that s you!) listing some of the information on the form every time someone signs up so you can keep track of how it s going. If you don t want to receive this, click on your name at the very top of the page, then Settings, then Preferences, and untick Order Confirmation from Attendees at the bottom. DO NOT keep your own spreadsheets of attendees on personal computers! This is against CLAPA s Data Protection Policy, and there is little point to doing this anyway as these will

10 quickly go out of date. Instead, use Eventbrite s Manage Attendees section information below. 4.5 Making Your Event Live You can now make your event live! Once it s up and running, find the link to the event page and post it wherever it needs to be promoted. Making your event live will also make it appear on the CLAPA website (though this may take up to a day), so once it s live make sure you check it s showing up properly on the regional page and amend it as needed. 5 - Managing Your Event There are three different main areas you can use to manage your attendees depending on whether you d like to download information about attendees (e.g. to see how many gifts for different age groups you ll need), manually add attendees who can t use Eventbrite, contact attendees (e.g. to remind them of what to bring), or print off a guest list. 5.1 Download Information on Attendees ANALYSE -> EVENT REPORTS In the Event Reports section you can download a report of all your attendees which includes the answers to your custom fields (e.g. age, gender). You can also download a report if you go to Manage Attendees -> Orders, but you can t include custom questions in this, so it s much better to use Event Reports. The most useful report is the default one Attendee Summary. This includes all the most relevant fields, including payment information. You can clean this up once you ve exported it to Excel, or, if you d prefer, you can customise what information shows up in the report by clicking >Show Columns. Remember to delete this once you re done. Here s Eventbrite s walkthrough for this section. 5.2 Manually Add Attendees MANAGE ATTENDEES -> ADD ATTENDEES If someone wants to register a different way, e.g. with a paper registration form, over the phone, etc, you can add them to your list of attendees on Eventbrite so you have all the information in one place. To do this, click Add Attendees, select the relevant ticket type, and select the right Payment Type (which includes a No payment necessary option). Once you click Continue you ll be taken to a registration page where you can put in this person s details, just as they would do when registering online.

11 If they have an address, by default it will send them a confirmation once you click register. You can untick this box at the bottom of the page if you want. 5.3 Contact Your Attendees MANAGE ATTENDEES -> S TO ATTENDEES By default, a reminder is set up to go out to all attendees 48 hours before the event starts. You can change the details and content of this if you want, or you can send an of your own through Eventbrite. This is useful if, e.g. the details of your event change. 5.4 Make a Guest List MANAGE ATTENDEES -> GUEST LIST You can download a pre-made guest list from Eventbrite here. It includes name, ticket type and (if relevant) whether or not they ve paid. You can do this just before an event starts to make sure you re always working with the most up-to-date information. 5.5 Cancellations & Refunds If you need to cancel your event, you ll first have to all your attendees (using the s to Attendees function) to explain, and then cancel and/or refund all your existing orders. Once this is done, the Cancel button will show up on your event dashboard. To cancel/refund an order, click on Orders under the Manage Attendees section. You ll see a list of your orders with a drop-down menu ( Actions ) just to the right of each order number. From here you can click either Cancel or Refund, and Eventbrite will process this for you. More information: Payments Eventbrite events are free to set up and administrate. Free events are free to list. If an event is paid, Eventbrite will take a portion of this income to cover their fees. You, the organiser, should never have to pay directly to use Eventbrite. Any income from Eventbrite will go straight into the main CLAPA account after an event finishes. If this income is to go to the Regional Fund, the event organiser must make the Finance & Administration Manager aware.