Manual. The Salvation Army Southern Territorial Headquarters 2015 InterChange University

Transcription

1 Manual The Salvation Army Southern Territorial Headquarters 2015 InterChange University 85

2 Table of Contents 5: An Overview of the Process... 6 Important Points to Remember... 7 The Campaign Area... 8 Using Assets from the National Creative Digital Team Samples of Stationery Modifying Stationery Samples of Templates Using the Builder Tool Access the Builder Tool Use the Builder Tool Find a Campaign Copy a Campaign Name and Description Step Interest Opt-In/Opt-Out Step Setup Optional Features Step Campaign Actions Managing an Campaign The Summary Tab The Calendar Tab The Audience Tab Types of Lists Add an Audience Group The Messages Tab The Deliveries Tab The Reports Tab Creating/Editing an Message Enter basic Message Information Set up the Envelope InterChange University 2

3 3. Select Stationery Enter HTML Content Format Plain Text Send Review Messages Approve the Message Creating a Group via Query Sending an Message Select an Approved Message Configure Delivery Calculate Audience Recipients Send to Delivery Queue Set Up Recurring Delivery Common Delivery Statuses Setting up Message Variants After you create an original message Setting up an A/B test Reports For a Single Message For a Single Campaign Common Delivery Statistics For Cross-Campaign Reports Job Aids Appendix Single Campaign Reports- Module Group Performance Report Message Performance Report Variant Performance Report Variant Response Summary Report Message Open Report Click-Through Details Report Click-Through Summary Report InterChange University 3

4 Response Summary Report Response Details Report Unsubscribe Details Report Hard Bounce Report Soft Bounce Report Message Open Summary by Device Report Delivery Recipient Report Cross-Campaign Reports- Module Campaign Performance Report Campaign Open Report: Click-Through Details Report: Click-Through Summary Report: Campaign Response Summary Report: Campaign Response Details Report: Unsubscribe Details Report: InterChange University 4

5 5: Overview: In this course, you will learn how to manage the process in Luminate Online. You will learn how the process in LO works from start-to-finish. You will learn how to set up Campaigns and Messages within each campaign. This course covers how to modify stationery templates, create a group via the query process, and shows you the assets available from the National Creative Digital Team. You will also learn various ways that you can send out Campaigns and run reports to gather statistical data on your sent s. You will learn about and be able to run reports on single Messages, messages within a campaign and also across campaigns. Assumptions: -This course assumes that you ve taken the prerequisite classes, including the WYSIWYG Editor course. -This course assumes that you have access to the Luminate Online Application. Lesson Objectives: After completing this course, you will: Have a solid understanding of the start-to-finish process of building and sending Campaigns and Messages in LO. Be able to copy, configure, and manage Campaigns. Be able to create, modify, and manage messages within Campaigns, including choosing and modifying Stationery, using the HTML editor to modify content, and using the Templates and Builder Tool to create messages. Be able to create an Audience Group for your Messages using the Query Tool. Be able to send an Messages with one-time and recurring delivery statuses. Understand the various reports available for Messages and Campaigns within the Module. Be able to run reports on single Messages, messages within a campaign, and cross-campaign reports. Several images used in this manual were taken from the Blackbaud University curriculum InterChange University 5

6 An Overview of the Process Luminate Online administrators will be responsible for creating and sending out various types of s to different groups for different purposes. Fundraisers may want to send out s telling prospects about a large fundraising gala. Corps officers may want to send out enewsletters to let supporters know about their corps work in the local community. DM vendors will need to send out s to solicit for donations. Because in LO has many different functions, the process can be kind of complex. So let s take a look at some essential pieces of information you ll need to know before we dive into the nuts and bolts of creating and sending s. The Process contains 4 essential steps: Create/Access an Campaign Create/Access an Message Send an Approved Message Run a Report to get results of sent messages There are also 3 essential tools that you ll need to be familiar with when it comes to creating s in LO: 1. Campaigns: These are what house Messages. Campaigns are used to draft, approve, and schedule Messages to constituents. 2. Stationery: Stationery allows you to create compelling looks for Messages and ecards. They can be reused and are similar to the headers and footers of templates you may have used in other marketing applications. 3. ecards: Constituents can send cards to others, like their friends and family, by using this function (i.e.: for a tribute donation). If your constituents use this feature, the number of constituents you have in the LO database will increase. *In order to maintain the integrity of The Salvation Army s brand, a series of Templates and Messages have been configured for each division in each territory by the National Creative Digital Team. Please see the part of this manual chapter entitled, Using the Assets from the National Creative Digital Team to learn more about how to edit pre-configured Campaigns and Messages InterChange University 6

7 Important Points to Remember LO 1. Messages are sent to groups of constituents (not individuals). You can target specific sets of constituents by sending Messages to their respective, segmented groups. 2. By associating an Campaign with a particular Interest, you allow constituents to optin and opt-out of receiving messages from that particular Interest. *Please note that each Campaign can only be associated with one Interest. 3. If an Campaign is not tied to an Interest, then if the constituent unsubscribes from that Message, he/she will automatically be unsubscribed from all ecommunications from TSA. (This is called a Global Unsubscribe.) 2015 InterChange University 7

8 Campaigns should have Interests To prevent your subscribers from unsubscribing from all ecommunications from TSA, 4. every Campaign should have an Interest associated with it. Interests will have Interest Opt- 5. In groups (for those who choose to subscribe to that Interest), and Interest Opt-Out groups (for those who choose to unsubscribe from that Interest). The Campaign Area *Please see Using the Assets from the National Creative Digital Team to learn more about how to find and edit pre-configured Campaigns and Messages. To access the module, follow the steps detailed below: 1. Click on from the navigation tab, then click Campaigns from the Menu Bar. 2. You will now be taken to the Home page. On the Home page, you can view: a. Draft Messages (Click on the respective hyperlink to see details) b. Approved Messages (Click on the respective hyperlink to see details) c. Recently Sent/Scheduled Messages (Click on the respective hyperlink to see details) d. Basics statistics (such as average Opens, clickthroughs, etc.) 2015 InterChange University 8

9 3. Under the Calendar tab, you can see the names and dates for any Message deliveries (scheduled or sent) for the Salvation Army. 4. Under the Campaigns tab, you can create and manage your Campaigns (see the next section of this manual for more details on how to do this) InterChange University 9

10 5. Under the Reports tab, you can run reports on the s you ve sent. Please see the Appendix in this manual for more details on the types of Reports you can run within the Module InterChange University 10

11 Using Assets from the National Creative Digital Team The National Creative Digital Team (NCDT) is a group of online marketing professionals from throughout TSA s four Territories of the United States. Because so many LO admins are not developers nor programmers and because we need to make sure that all Messages from TSA have a similar look and feel to maintain the integrity of our brand, the NCDT has created a Series of resources (also referred to as assets) for each Division. Using these pre-configured assets will save you a lot of time because, instead of creating Campaigns and Messages from scratch, instead of having to code Page Wrappers to be responsive, all you have to do is take these assets and edit them to suit your particular corps needs. Currently, the assets that have been created for you that you can use to create and edit Messages are: 1. Stationery: This is the header/footer of your Messages. You have 3 color options of stationery: Light Grey, Dark Grey, and White. All Stationery that has been created by the NCDT follows the naming convention: TER-DIV- Stationery (Color of Stationery background). 2. Campaigns: There are 3 Templates that differ in design: Series A, Series B and Series D. Each Campaign contains one Message. All Campaigns that have been created by the NCDT follow the naming convention: *TEMPLATES-TER-DIV. 3. Builder: This tool conveniently displays all possible Message components and allows you to modify Messages faster than using the WYSIWYG Editor. To access the Builder tool, follow the steps outlined in the Builder part of this manual chapter. *Examples of the Stationery and Message Templates can be found in the following pages. Don t use the * for names The NCDT has asked that LO admins do not use * at the front of names of things they create in BBLO. The * is to indicate an asset that has been created by the NCDT InterChange University 11

12 Samples of Stationery White Stationery Dark Grey Stationery Light Grey Stationery 2015 InterChange University 12

13 Modifying Stationery LO The NCDT has created 3 stationery templates for each division. However, more than likely you ll want to go into these templates and customize them for your corps. For example, instead of the divisional header, you may want to insert your specific corps header. You may want to configure the Donate button in the stationery to go to a Donation Form that you created, and so on and so forth. Let s take a look at how to access and modify these stationery templates: 1. To access Stationery, go to the Navigation Tab and choose Stationery from the Menu Bar. 2. You will now be taken to the Stationery tab in the module. To search for your stationery templates, type in the TER-DIV name of your specific division in the search field and click the Search button InterChange University 13

14 3. You will now see a list of Stationery templates that have been created for your territory and division by the NCDT. Here you will see the three options mentioned earlier: White, Dark Grey and Light Grey. *Notice that there are both Autoresponder stationery templates and stationery templates. You ll want to modify only stationery templates. (Autoresponder stationery templates are for the thank you messages that are sent when a constituent makes a donation via a Donation Form.) 4. Find the color of stationery you d like to modify and click the Copy hyperlink. Remember to Copy Templates Whenever you re modifying a template that has been created for you by the NCDT, remember to Copy the template first. If you modify the original template, you ll save over the original and others in your division won t be able to use it InterChange University 14

15 5. You will now be taken to a new screen where you can modify the 5 aspects of this stationery template and then publish it. 6. In the Name and Type step, you ll need to enter in a new name for your Stationery, select a security category for this stationery template, and select the applications that will be allowed to access the Stationery. When you re done, click Next InterChange University 15

16 7. In the Style Sheet step, you can enter in any CSS styles that you want your Stationery and to have. If there s a CSS file that already exists, you can choose one of these from the drop-down menu. *Unless you know how to code in CSS, it s a good idea to just skip this step and go to step In the HTML step, you will be able to use the WYSIWYG Editor to modify the stationery. (Please see the WYSIWYG Editor manual chapter for instructions on how to use this HTML editor.) *You will want to enter in the View in Browser/View in Web hyperlink with your specific Message URL once you ve configured your Message. Once you re done, click Next InterChange University 16

17 9. In the fourth step, Plain Text, click the button Update Plain Text. Then click Next. 10. In the fifth step, Thumbnail, you can choose a different thumbnail (if you d like) for your stationery template or you can leave the original thumbnail as it is. When you re done, click Next InterChange University 17

18 11. In the sixth step, Publish Stationery, you can Preview your stationery template to make sure it looks the way you d like it to. If it s ready to be published, click either the Publish Stationery or Finish button. 12. Once you publish your stationery, you will see it in the list of possible stationery templates, and you can then use your stationery template for your Messages InterChange University 18

19 Samples of Templates LO These three Templates have been created for you by the NCDT. You can either use the WYSIWYG Editor when copying one of these templates to modify them or you can modify them using the Builder Tool. (Please see Using the Builder Tool part of this manual for more information about this tool.) Template Series A Template Series B Template Series D 2015 InterChange University 19

20 Using the Builder Tool LO The Builder tool is a great way to modify pre-configured Messages. To use the Builder, you ll need to complete the following steps: 1. Access the tool. 2. Use the tool to change/edit the Message. 3. Copy the code of your newly configured Message and paste it into the HTML section of the WYSIWYG. Let s go through, step-by-step, how to do this. Access the Builder Tool To access the Builder Tool, go to: An instructional Vimeo video is also available on how to use the tool. To access this video, go to The password is Use the Builder Tool Once you access the Builder Tool link, you ll be taken to a screen that looks like this (see above picture). The Builder Tool will be on the left-hand side of your screen and the actual Message you re editing will display on the right InterChange University 20

21 These three numbers correspond to Template Series A, D and B respectively. These areas of the Builder tool correspond to the images displayed in the Template. When you click on a section in the Builder, a box with red lines will appear around the area to which it corresponds. You can then edit this particular section InterChange University 21

22 Once you re done configuring your Message template, you re ready to copy the code and paste it into the WYSIWYG Editor in the Message in LO. To copy the code, click the View Code button at the bottom of the Builder tool. You will now see all of the code behind your message. Copy this code (or you can always Download the Code and then copy it.). Now, just paste this code into the HTML box in the WYSIWYG Editor (See Creating/Editing an Message part of this manual chapter for more information.) 2015 InterChange University 22

23 Find a Campaign LO *Please see Using the Assets from the National Creative Digital Team to learn more about the preconfigured Campaigns and Messages from the NCDT. To find a campaign that s already been created (for example, from the NCDT), complete the following steps: 1. Click on from the navigation tab, then click Campaigns from the drop-down menu. 2. From the section, click on the Campaigns tab. Go to the Search Field, type in the name of your campaign and click Search. If you do not know the name of the campaign, you can type in part of the name or even one word within the campaign name and LO will present a list of any campaigns that contain those particular search words InterChange University 23

24 3. You will then see a list of any campaigns that match your search criteria. You ll notice that for each campaign you are able to see: a. The Status of the Campaign (i.e.: Active or Inactive) b. The Category into which the Campaign was placed upon creation c. The day and time that the Campaign was last modified and by whom Copy a Campaign 1. To copy an Campaign that was created by the NCDT (or another pre-existing Campaign), first find the campaign and then click the Copy hyperlink in the Actions column InterChange University 24

25 2. You ll now notice three steps appear on the left-hand side of your screen: Name and Description, Interest Opt-In/Opt-Out, and Setup Optional Features. Name and Description Step 1. Under the Name and Description Step, you ll enter an internal name and description for this campaign. Here, you can also classify the campaign by type (so that it can be compared with future campaigns once the results roll in) and you can select a security category. Click Next InterChange University 25

26 Interest Opt-In/Opt-Out Step 2. Now you will need to determine what Interest will be associated with your campaign. *Remember, you will want to do this so that constituents who choose to opt-out will only optout of the Interest group associated with this specific Campaign, not opt-out of all Campaigns from TSA. Also, remember that an Campaign can only have one Interest. Check Yes, include the Interest Opt-in group in the audience Target List, if you re not using CLC s to create your group. If you re using CLC s to create your audience groups, leave this box unchecked. Click Next when you re done. Public vs. Private In Luminate Online, things that are viewable to the public are indicated with the icon. If you do not see the icon near a field, it means that this particular field can only be seen internally. Ensure Campaign Accuracy Once you copy one of the templates configured for you by the NCDT, you ll notice that many of the fields in each step have already been filled out for you. It is your job to double-check and make sure that all fields contain accurate information. Please don t assume that just because the Campaign was created for you that it contains all of the information you need InterChange University 26

27 Setup Optional Features Step 3. Under the Setup Optional Features Step, you can choose to make this Message available on your website and to enable autologin links. These boxes are checked by default so leave them checked. *Enabling an autologin link will automatically log in a constituent who clicks on a hyperlink that takes him/her to the TSA website, but the link will be broken if the constituent forwards the to a friend (and thus will not log in the original recipient if his/her friend opens the ). Click Finish. 4. Now you ve created an Campaign! It will be available to Manage, Edit, Copy, Delete and Archive from the list of Campaigns. Campaign Actions 1. Once you locate your Campaign from the list of campaigns, you will see a list of possible actions that you can take with this campaign. Let s take a look at what each action entails InterChange University 27

28 2. If you click the Manage hyperlink, you will then be taken to a new screen wherein you can create Messages for the Campaign, choose your audience, set up and schedule delivery options and more. More details are covered in the Manage your Campaign part of this manual chapter. 3. If you click Edit, you ll be taken back to the Campaign tab. This is where the original campaign was created and from here, you can edit the name, description, interest opt-in or out options and optional features. See the Copy a Campaign part of this manual for more details on what each area encompasses InterChange University 28

29 4. If you click Copy, you ll be taken to a screen where you will be asked to assign a new name to the copied campaign. (There cannot be two identical names for a campaign.) Type a new name into the field and click Finish to copy the campaign. 5. If you click Archive, you will be asked to confirm that you want to Archive the Campaign. a. If you click Confirm, the Archival will be listed as Pending. b. If you click Finish, the Campaign will be Archived. Don t Delete Campaigns! You should never delete an Campaign. If a Campaign is no longer needed or used, Archive it. You can always restore an Archived Campaign if you need to. However, once you delete a Campaign, the Campaign (and its data) is gone forever InterChange University 29

30 Managing an Campaign LO Managing an Campaign requires several different functions. Once you click Manage, you will be taken to a series of tabs that will assist you in managing the various aspects of your Campaign. Let s take a look at each one in depth. The Summary Tab b a c The first tab you will see is the Summary tab. a. Here is where you can create a new Message for this campaign. (To learn more about creating or editing Messages within a Campaign, see the Creating/Editing an Message part of this manual). b. You can see any drafted and approved messages. c. You can also get an overview of this campaign s statistics by looking at the Campaign Summary and Campaign Trend sections InterChange University 30

31 The Calendar Tab Under the Calendar tab, you will see a calendar of upcoming scheduled and sent Messages from every Campaign in LO. This calendar is identical to the one in the main Module. The Audience Tab An audience refers to your recipients. Under the Audience tab, you will be able to add groups to your selected audiences, copy audiences from other Campaigns, and send your Campaign out to different lists (such as Target, Reviewer and Do Not Lists.) You will also be able to see any groups that have been selected to receive messages from this Campaign. In the South, your audience group will need to be built using the Query Function and will need to include CLC s. (See Creating a Group via Query part of this manual chapter for more information.) 2015 InterChange University 31

32 Types of Lists There are three types of lists under the Audience tab: Target List: This is the list of constituents to whom you d like to send your Messages. Reviewer List: Under this tab, you will be able to see the groups of constituents you ve set up who have agreed to review your Messages (i.e.: Check the formatting, proofread, etc.). Do Not List: Under this tab, you will be able to see any groups of constituents who do not want to receive from this particular campaign (i.e.: Opt-Out groups) 2015 InterChange University 32

33 Add an Audience Group 1. To add a group to your audience, first make sure you are on the correct tab for the list in which you d like to add a group. Then click on the Add Groups hyperlink. (If you need to copy an audience from another campaign, click on the hyperlink Copy the audience from another campaign.) *Please see the Creating a Group via Query part of this manual chapter if you need to learn how to create your Audience Group using the Query tool. 2. You will then be taken to a screen entitled Select Groups. You will see a list of group types which house specific groups. Click on the Group Type name to see the groups that are categorized within it. The names of these groups will appear in the middle column of the screen InterChange University 33

34 3. Click on the names of any groups you d like to select. You will then see these groups appear in the Selected category and you will see the symbol next to the name of any groups you ve selected. When you ve selected all of the groups you need, click Finish. 4. You will now see any groups you ve added appear under their respective List tabs. Adding Groups to Different Lists Adding a group requires the same process, regardless of the list. This means that to add a group to your Target List, Reviewer List The or Do Not Messages List will entail Tab the same steps InterChange University 34

35 Under the Messages tab, you can create and manage your Messages. More information about how to manage Messages is covered in the Creating/Editing an Message section of this manual. The Deliveries Tab Under the Deliveries tab, you will see the lists of s for your Campaign. Notice that there are two tabs here: 1. Delivery List: Displays messages that are scheduled to be sent, are in the process of being delivered, or have been sent out by Luminate Online. 2. Recurring Delivery List: Displays messages that have been sent as part of a recurring delivery and the next message in the delivery that is scheduled to be sent InterChange University 35

36 Under the Deliveries tab, you will also see a section on the left-hand side of the screen entitled, Related Actions. From here you can: 1. Send a message 2. Setup a Recurring Delivery 3. Run an A/B Test 4. Refresh the page The Reports Tab Under the Reports tab, you can run various reports about your Campaigns. You can create a new report by clicking on the available reports from the drop-down menu. (Please see the Appendix for more information on what each report relates to and how to run each report type.) 2015 InterChange University 36

37 Creating/Editing an Message Creating or Editing an Message sounds like a fairly straightforward process, right? In LO, sending an Message requires the successful completion of many steps, seven to be exact. Here s what you ll need to do before you ll be ready to send out any Messages for your Campaign. *Please see Using the Assets from the National Creative Digital Team part of this manual chapter to learn more about the possible pre-configured Campaigns and Messages that are available to you. 1. Enter basic message information 2. Set up the Envelope 3. Select Stationery 4. Enter the HTML Content 5. Format Plain Text 6. Send Review 7. Approve the Message 1. To create a new Message, click on the Create a new message button under the Messages tab. (You can also create a new message by clicking the same button under the Summary tab.) To edit a message, find the message in the Message List and click the Edit hyperlink InterChange University 37

38 2. You will now see the list of seven required steps appear in the left-hand side of your screen. Let s take a look at what types of information are required in each step. 1. Enter basic Message Information 2015 InterChange University 38

39 This first step, Message Information, is where you will enter some basic info about this Message. You are only required to enter a name for the Message, but many of the other fields can help you describe this message further. In this step you can: 1. Give your Message an internal name 2. Enter a description about this message 3. Select a message type 4. Schedule a tentative delivery date 5. Include this message in a Message List (This option adds the message to the list of messages that can be placed on a web page for visitors of your site to access.) Click Next when you are ready to go to the next step or Save to save the information you ve entered but remain on this screen. *=Required Whenever you see a field with an * next to it, it means that the field is required by LO. 2. Set up the Envelope 2015 InterChange University 39

40 An Envelope in LO is the way the message will appear when the recipient sees the message in his/her inbox. *Notice that most of these fields are ones that will be seen by the public. Here is where you will enter in: 1. The Sender name: This is the name you d like to display in the From area of your inbox. For Example, From The InterChange Team. 2. The Sender Address: This address states whom the is from. *To avoid your being categorized as Spam, make sure you use the approved territory@salvationarmyusa.org address. 3. The Reply-To Address: This is the address that replies from recipients will go to. This should be an address with a monitored box. If this field is left blank, it will default to the Sender Address. 4. The Message Subject: This is the subject line of your Status Notifications: Here you can include an address that will receive delivery status updates. *Click Next when you are ready to go to the next step, or Save to save the information you ve entered but remain on this screen. Approved Sender Addresses 6. The approved sender addresses are as follows: uss@salvationarmyusa.org (for the 7. Southern territory), use@salvationarmyusa.org (for the Eastern Territory), 8. usc@salvationarmy.org (for the Central Territory) and usw@salvationarmyusa.org (for the Western Territory). Be careful with personalization Even though you ll see it as an option, an marketing best practice is to NOT personalize the subject line of an . Many spam filters are set to filter out messages with names in the subject lines InterChange University 40

41 3. Select Stationery In the Select Stationery step, you choose a template for your Message. This stationery template determines the elements that display at the top, bottom, and sides of your message. TSA will have several pre-made templates here and you ll need to choose the one that fits your needs. (Please see the Stationery Templates part of this manual chapter for more information on how to configure and find the right stationery for your territory and division). Click on the radio button below the stationery you d like to use for your Message. Please note that you can Preview the Stationery before you move to the next step. Click Next when you are ready to go to the next step, or Save to save the information you ve entered but remain on this screen. Using the Builder Tool? If you plan to use the Builder Tool to create your Message, you will need to choose the Headerless Stationery configured for your Territory and Division. Messages created with the Builder Tool already have a header built into them so if you choose stationery with a header, your Message will have two headers. Enable Pop-Ups In order for you to be able to preview any messages, stationery, etc. in LO, you must have your pop-up function enabled in your browser. If you disable pop-ups, you ll lose essential functionality in this application InterChange University 41

42 Stationery Templates In order for you to be able to choose stationery (a template) for your message, it first must be created with a Stationery tool. If you need to modify stationery, and you do not have the permission to do this, please see your Territorial Media Editor. Otherwise, see the Stationery Templates part of this manual chapter for information on how to modify stationery templates. Enter HTML Content In this next step, you will see the WYSIWYG Editor. Here is where you will enter your content and edit it. Make sure to save your work often. You should always Preview your Message to see what it will look like to your recipients. If you are pasting in code from the Builder Tool, click the HTML icon and paste it in the HTML box. To learn how to use the WYSIWYG Editor, please see the WYSIWYG Manual. Click Next to continue InterChange University 42

43 Essential Links Your Messages should always contain these three links: 1. The View Message in Browser/Web Link: This link allows recipients to view the message on your website. This is particularly helpful for people who have issues with HTML s. 2. The Forward Message Link: This link allows recipients to forward the message to others. 3. An Unsubscribe Link: This link allows recipients to unsubscribe from the associated Interest, change preferences, or unsubscribe from all ecommunications from The Salvation Army. s cannot be approved and sent unless they have an unsubscribe link. *If you are using the Stationery created for your division of The Salvation Army by the NCDT, the 2 nd and 3rd essential links are already built in to your stationery and you do not have to insert them. You will, however, need to insert the 1 st link after you build your Message. 4. Format Plain Text Some people are unable to read HTML content in Messages, therefore, this step exists. In the Plain Text Content step, you will format the content you created/edited in the WYSIWYG Editor into Plain Text. You do this by clicking the Convert to Plain Text button. Click Next when you are ready to go to the next step, or Save to save the information you ve entered but remain on this screen (not pictured) InterChange University 43

44 Keep updating the Plain Text Editor If you make any changes to your Message in the WYSIWYG Editor, you must go back and also update your Plain Text as well. Saved changes in the WYSIWYG Editor do not automatically transfer over to the Plain Text Editor. 5. Send Review Messages In the Send Review step, you have many options to help you test the Message you ve created in the previous steps. Here, you can: 1. Run a spam check report: This checks to see the likelihood of your Message being marked as Spam by the recipients filter. Click Report to view this message s spam report. Any message that gets a rating of 5 or higher will be marked as Spam. Any message that s close to a score of 3 is at-risk for becoming Spam. 2. Test the message: You can make sure your message is going to be displayed correctly by sending your Message to one or more addresses. Enter the addresses into the field and click Send Tests. *This is the best way to test out the formatting and design of a message. 3. Send this message to the Reviewer List: This feature allows you to send this message to the people you ve placed in your Reviewer List so that they can review your message InterChange University 44

45 4. on Acid (aka Preview across clients): If you d like to see what your Message will look like in different browsers, you can use the on Acid feature. Click the checkboxes next to the browsers you d like to test and then click the button. on Acid will then show you how your message will look when viewed in the different browsers you selected (see the picture above). *Please note that on Acid only allows a certain number of tests per month and so you may be limited to how many tests you can run on your Messages InterChange University 45

46 6. Approve the Message Before your Message can be sent out, it must be submitted for Approval. The Approval process makes sure that your Message has all of the necessary components (i.e.: an unsubscribe link) before going out to your recipients. Click the Approve button. You will now see a message at the top of your screen telling you whether or not your message was approved. *Here is where you will see the URL that has been created for this specific Message. This URL will need to be copied and pasted as a hyperlink in your Stationery as the View in Browser/Web link. If your message was not approved, you will receive an error message explaining what you need to edit in your message in order to get it to the Approved state. (See the screenshot above.) Once you fix the error, you can then try to Approve your message again InterChange University 46

47 If your message is approved, you will see a message stating its approval (see the screenshot above). You now have the option of setting up delivery of the message or running an A/B effectiveness test on the message. If you d like to schedule/manage this at a later time, you can click the Finish button. This will add your message to the list of messages. If you click Next, you will be taken to another screen entitled, Message Variants. From here, you can create a variant of the message for A/B testing InterChange University 47

48 Creating a Group via Query LO If you re in the Southern Territory, Audience Groups for your Messages will be created using the Query tool in Luminate Online. (Other territories will need to check with their territorial online director for information on how to create Audience Groups). By using the Query tool, you can specify the CLC (Constituent Location Code) of your recipients to ensure that your Messages go to the right people. Here s how you can create a group using the Query tool: 1. Go to the Data Management navigation tab and click on Query. 2. Once in the Query module, click on the Create a new Query hyperlink InterChange University 48

49 3. You will now be taken to the Query Info tab. Complete the following: a. Give your Query a name. b. Write a description of your query. c. Designate the correct security category for your query, based on your assigned security status. Then, click Save. 4. You will now be taken to the Query Builder tab. Notice that the Field Type and Field boxes have been defaulted to the CLC option so you don t have to change anything here. Just click the button Add Field Clause InterChange University 49

50 5. Leave the Constituent Location Code operator as Equals. Fill in the Current Value with the exact name of your CLC. *If you re unsure of the exact name of your CLC, you can locate it in Luminate Online. Go to LibraryDocument LibraryList of CLC s to download the excel spreadsheet of all of the CLC s in the Southern Territory. Finally, click Save. 6. You will now see your CLC populated inside of the Query search box. Click the Save Query button if you d like to save this query under its original name. (Click the Save Query As button if you d like to copy this query and assign your copied query a new name.) 2015 InterChange University 50

51 7. Once you save your query, you ll need to run it to get results. To run this query, click the Run Query hyperlink. 8. You will then be taken to the Results tab. You ll notice that as soon as you run your query, it will be immediately queued and you ll need to manually refresh this page to view your results. To do this, click the Refresh button InterChange University 51

52 9. Double-check your results to make sure that they are accurate. If these are the correct recipients, click the Use Query hyperlink. 10. Click the second radio button next to Create a Group and then click Go InterChange University 52

53 11. You will now be redirected automatically to the Groups Module. Under the Group Information tab, you will need to choose: a. The name of your group b. A description of your group c. The Security Mode d. The Security Category e. The Group Type f. Rebuild parameters (if necessary) Click Save InterChange University 53

54 12. Your group will now be created and you will see the group module tabs appear on your screen. You ll still be on the Group Information tab. Because group members must be manually refreshed in LO, you will now need to go in and add the appropriate members to your CLC-based group. To do this, click on the Members tab. 13. Under the Members tab, click the Refresh button InterChange University 54

55 14. Now, when you go back to the Group Information tab, you ll see the group update with the number of members. Click Save to save your group. This will be the Audience Group you will use when you go to send out an Message InterChange University 55

56 Sending an Message LO Now that you ve worked so hard to create your message and get it approved, it s time to send it out. As with all things in LO regarding , sending an Message entails several steps as well. To send out an you must: Let s take a look at each step in more detail Select an Approved Message 1. To select your approved message, go to the Deliveries tab. On the left-hand side of the screen, click Send a message. BBLO is on CDT Keep in mind that BBLO is on central time so you ll want to adjust your schedules accordingly InterChange University 56

57 2. Find your message in the message list. In the Actions Column, click Set Up Delivery. Configure Delivery 3. Now you will be taken to the Configure Message Delivery Screen. This screen reviews everything you ve chosen thus far about this particular Message, such as its scheduled delivery time, Do Not Groups, etc. If there s anything you need to change, you can do so by clicking on the respective area under Related Actions. For example, if you need to change the group listed as Do Not Groups, you would choose the Select Do Not Groups hyperlink to edit it InterChange University 57

58 Calculate Audience Recipients 1. Sometimes, numbers in your particular groups (i.e.: Target List) can be misleading. For example, you may have 561 people in your enews Opt-In group, but almost 100 of those group members have addresses that have bounced in the past. So, you may want to confirm how many people will actually be receiving your Message. To confirm the intended audience size, click the Calculate Audience Recipients link. 2. Next, click the Calculate Audience Recipients button. 3. Once the audience calculation is complete, you will be able to see the actual usable audience for your message InterChange University 58

59 4. Once you ve configured everything you need, click the Next button. Send to Delivery Queue You are now ready to send the message to the delivery queue. 5. Click Send. Your message will now be placed in the delivery queue. *If you choose to schedule your Message, it will be sent according to the date and time that you chose. If you did not schedule a delivery, the message will be sent as soon as possible. Duplicate Messages Each Message gets its own unique Message ID number. Even if you copy a message, LO will still give your copied message its own unique Message ID. During processing, LO matches each Message ID with each Constituent ID in the target list so that the same message will not be sent to the same constituent more than once. *No constituent will ever receive two copies of the same message, even if the constituent is a member of multiple groups in the Target List and even if the message is sent multiple times InterChange University 59

60 Set Up Recurring Delivery LO There may be times when you would like to set up recurring delivery for your Messages. For example, you may have a Welcome that you send to all new donors and, as more donors are added to a group, you d like to make sure they get the Welcome . Or, you may have a monthly enewsletter that you send out on the first of each month and which you d like to make sure new subscribers get, even if they sign up for it in the middle of the month. 1. To set up a Recurring Delivery, under the Deliveries tab, click Setup a Recurring Delivery. 2. You will now see a list of your messages. Find the message you need, then click Setup in the Actions column InterChange University 60

61 3. Now you will be asked to set up the scheduling pattern to use. You will choose a date and time on which to begin and end the recurring schedule and will set up the frequency. Click Next when you are finished. 4. Next, you will need to look over all of the details of the recurring delivery you ve set up. If you need to edit anything in this screen, click on the respectively named area under Related Actions and make your changes. Click the Next button (not pictured) at the bottom of the screen when you re ready to go to the next step InterChange University 61

62 5. Finally, in order to turn on this recurring delivery, you must enable it. To do this, click the Enable button. 6. You will now see your recurring message appear under the Recurring Delivery List tab. Be careful when setting up recurring delivery Once you set up an Message, or messages, for recurring delivery, LO will automate the process as you ve configured it and continue to send out the messages until you set a discontinue date. So be careful when setting up recurring delivery, as it s often a forgotten process that may still need to be managed InterChange University 62

63 Common Delivery Statuses LO Once you send your Message to the Delivery queue, you will see the delivery status of each message in the Status column. Here are some common delivery statuses: Sending Tips 2015 InterChange University 63

64 Setting up Message Variants LO At times, you may want to change components of your messages, such as the subject line, the stationery, sender name, etc.). These different components are called Message Variants. In LO, the first message you create will be referred to as the original message. Each variation of the original message will be called Message Variant X. Here s how you set up a message variant. After you create an original message 1. When you have completed the seven steps required to create an Message, you will see an 8 th step listed in the left-hand column of your screen entitled Create a new Variant. (Keep in mind that in LO, each variant is considered its own separate Message but is housed under its original message.) After you get your message approved, you can go to this 8 th step to set up variants. To do this, click the hyperlink Create a new Variant. 2. Next, click the button Create a Variant InterChange University 64

65 3. Name your variant, choose whether or not you want to include this message in the publicly viewable list, and then click Next. *It s a good idea to use the variant name field to describe the specific variant for the message. 4. Now you will have the opportunity to go and change the parts of this Message that you d like to vary. Once you finish and save your variant message, it will be available to view under its original message. One Variant at a time It s 5. a good idea not to change too many things about your variants in one Messages because, if you 6. do, it will be difficult to figure out which variant affected your data. A best practice is to change 7. only one variant per message. If you have several variants to test, you can create several separate variant messages InterChange University 65

66 5. When you re done setting up and saving your variant message, you will see the number of variant messages appear under their respective original messages in the Messages list. Click Preview. 6. You will now see, and be able to preview, the original message and the variants you ve set up InterChange University 66

67 Setting up an A/B test 1. If you d like to set up an A/B test after a message has been created, you can do this by first finding the message in the Message List. 2. You can then click the A/B Test hyperlink in the Actions column or click Run an A/B Test under the Related Actions column InterChange University 67

68 3. From here, you can set up a sample percentage or sample number of constituents on which to run an A/B test. Click Next. 4. Review the criteria you ve set up on the review screen. Click Next InterChange University 68

69 5. To start your A/B test, just click the Start button. No A/B testing on recurring delivery If you ve configured a message for recurring delivery, you will not be able to set up different message variants or to run A/B tests on this message InterChange University 69

70 Reports LO There are many places in Luminate Online where you can run reports. In this part of the manual, you will receive an overview of some of the ways in which you can gauge the success, or lack thereof, of your Campaigns by running different types of reports. (More, in-depth explanations of how to run various other reports are covered in the Appendix of this manual and in the Reporting Manual.) For a Single Message 1. Click on the Deliveries tab and find the Message you d like to see a report on. Then click Review InterChange University 70

71 2. From this screen, you will be able to review details about the delivery of this Message. You will be able to see many helpful delivery statistics, such as opens, forwards, clickthroughs, hard and soft bounces, etc. For a Single Campaign From the Reports tab for a specific campaign, you can see results about how that particular campaign performed. 1. Once you get to the Home Page, click on the Campaigns tab. Here you will see a list of Campaigns. Find the campaign you d like to run a report on and click Manage InterChange University 71

72 2. From this screen, click on the Reports tab. Here, you will be able to run a report by choosing from the available reports in the Create a new report field drop-down menu. *Please see the Appendix for explanations and examples of these Reports. 3. Once you ve chosen the report you d like to run, click Go InterChange University 72

73 4. Select the messages you d like to run a report on by clicking on the message to highlight it. Then click on the Add button. Once your message has been added, you will see it appear in the Your Selections box. When you ve added all of the messages you d like to run reports on, click Next. 5. Enter a report label, if you d like, then click Submit Report InterChange University 73

74 6. You will now be taken back to your list of reports. To view your report, click View in the Actions column. Refresh for Completed Status Once 7. you submit your report, you will see that its status will be listed as Queued. This means it s waiting to run. Click the Refresh this Page button and when you see the status changed to Completed, 8. you will be able to view your report. Common Delivery Statistics 2015 InterChange University 74

75 For Cross-Campaign Reports LO At times, you may want to compare statistical information across campaigns. You can complete cross-campaign level reports from the Reports Tab. 1. From the Home page, click on the Reports tab. Choose the report you d like to run from the drop-down menu and then click Go. 2. Select the Campaigns you d like to compare by clicking on the name of the campaign and then clicking on the Add button. You ll see your chosen campaigns appear in the Selected Column. Click Next InterChange University 75

76 3. In this step you can review the campaigns you ve chosen and enter a report label. Click Submit Report to have LO process this data. 4. You will see your report listed in the list of reports, but the status will be queued. This means LO is processing your information. Click the Refresh this page button InterChange University 76

77 5. You will now see your report appear in the list of reports. Click Vi.e.w to vi.e.w the results. 6. You will now see the stats to compare and contrast across campaigns InterChange University 77

78 Job Aids How to Access/Copy/Modify Stationery 1. To access Stationery, go to the navigation tab and choose Stationery from the menu bar. 2. You will now be taken to the Stationery tab in the module. To search for your stationery templates, type in the TER-DIV name of your specific division in the Search Field and click the Search button. 3. You will now see a list of Stationery templates that have been created for your Territory and Division. Find the color of stationery you d like to modify and click the Copy hyperlink. 4. Complete the Name and Type step and click Next. 5. Complete the Style Sheet step if you know how to code in CSS. Otherwise, skip this step. 6. Complete the HTML step and click Next. 7. Complete the Plain Text step, then click Next. 8. Complete the Thumbnail step and click Next. 9. Publish Stationery. 10. Once you publish your stationery, you will see it in the list of possible stationery templates, and you can use your stationery template for your Messages. How to Access and Use the Builder 1. To access the Builder Tool, go to: 2. Once you access this link, the Builder Tool will be on the left-hand side of your screen and the actual Message you re editing will display on the right. 3. When you click on a section in the Builder, a box with red lines will appear around the area to which it corresponds. You can then edit this particular section. 4. Once you re done configuring your Message template, you re ready to copy the code and paste it into the WYSIWYG Editor in the Message in BBLO. To copy the code, click the View Code button at the bottom of the Builder tool. 5. You will now see all of the code behind your message. Copy this code and paste this it into the HTML box in the WYSIWYG Editor InterChange University 78

79 How to Find an Campaign 1. Click on the Navigation Tab, then click Campaigns from the menu bar. 2. From the section, click on the Campaigns Action Tab. Go to the Search field, type in the name of your Campaign (or Campaign template) and click Search. 3. You will then see a list of any campaigns that match your search criteria. You ll notice that for each campaign you are able to see: a. The Status of the Campaign (i.e.: Active or Inactive) b. The Category into which the Campaign was placed upon creation c. The day and time that the Campaign was last modified and by whom How to Copy an Campaign 1. Click on from the navigation tab; then click Campaigns from the menu bar. 2. On the Home Page, click the Action Tab Campaigns. 3. Search for the Campaign you d like to copy. Then click the Copy hyperlink. 4. Give the Campaign a new name and click Finish. 5. Locate the copied campaign and click the Edit hyperlink. 6. Fill out the Name and Description step and then click Next. 7. Fill out the Interest Opt-In/Opt-Out step and then click Next. 8. Fill out the Setup Optional Features step and then click Finish. How to Create/Edit an Message 1. Go to the Navigation tab then click Campaigns from the menu bar. 2. Go to the Campaigns Action Tab. 3. Find the Campaign in which you d like to add or edit a message. Click the Manage hyperlink. 4. To create a new Message, click on the Create a new message button under the Messages Action Tab. To edit a message, first find the message under the Messages Action Tab, then click the Edit hyperlink. 5. You will now see the list of seven required steps appear in the left-hand side of your screen. 6. Enter basic information about the message. 7. Set up the Envelope. 8. Choose your Stationery template. 9. Enter content into the HTML Editor, using the WYSIWYG Editor to make changes. 10. Format the content in the HTML Editor into Plain Text. 11. Send your Review Messages/ on Acid Preview. 12. Approve the Message InterChange University 79

80 How to Create a Group via Query 1. Go to the Data Management Navigation Tab and click on Query from the Menu Bar. 2. Once in the Query module, click on the Create a new Query hyperlink. 3. You will now be taken to the Query Info tab. Complete the following: a. Give your Query a name. b. Write a description of your query. c. Designate the correct security category for your query, based on your assigned security status. Then Click Save. 4. You will now be taken to the Query Builder tab. Notice that the Field Type and Field boxes have been defaulted to the CLC option so you don t have to change anything here. Just click the button Add Field Clause. 5. Leave the Constituent Location Code operator as Equals. Fill in the Current Value with the exact name of your CLC. 6. You will now see your CLC populated inside of the Query search box. Click the Save Query button if you d like to save this query under its original name. Click the Save Query As button if you d like to copy this query and assign your copied query a new name. 7. Once you save your query, you ll need to run it to get results. To run this query, click the Run Query hyperlink. 8. You ll notice that as soon as you run your query, it will be immediately queued and you ll need to manually refresh this page to view your results. Click the Refresh button. 9. Double-check your results to make sure that they are, indeed accurate. If these are the correct recipients, click the Use Query hyperlink. 10. Click the second radio button next to Create a Group and then click Go. 11. You will now be redirected automatically to the Groups Module. Under the Group Information tab, you will need to choose: a. The name of your group b. A description of your group c. The Security Mode d. The Security Category e. The Group Type f. Rebuild parameters (if necessary). Then click Save. 12. Your group will now be created and you ll now see all the group module tabs appear on your screen. You ll still be on the Group Information tab. Because group members must be manually refreshed in LO, you will now need to go in and add the appropriate members to your CLC-based group. To do this, you ll want to click on the Members tab. 13. Under the Members tab, click the Refresh button. 14. Now, when you go back to the Group Information tab, you ll see the group update with the number of members. Click Save to save your group. This will be the Audience Group for your message InterChange University 80

81 How to Add an Audience Group 1. To add a group to your audience, first make sure you are on the correct tab for the list in which you d like to add a group. Then click on the Add group hyperlink. (If you need to copy an audience from another campaign, click on the hyperlink Copy the audience from another campaign.) 2. You will then be taken to a screen entitled Select Groups. You will see a list of group types in which house specific groups. Click on the Group Type name to see the groups that are categorized within it. The names of these groups will appear in the middle column of the screen. 3. Click on the names of any groups you d like to select. You will then see these groups appear in the Selected category and you will see the symbol next to the name of any groups you ve selected. When you ve selected all of the groups you need, click Finish. 4. You will now see any groups you ve added appear under their respective tabs. How to Set up Message Variants 1. When you have completed the seven steps required to create an Message, you will see an 8 th step listed in the left-hand column of your screen entitled Create a new Variant. (Keep in mind that in LO, each variant is considered its own separate Message but is housed under its original message.) After you get your message approved, you can go to this 8 th step to set up variants. Click the hyperlink Create a new Variant. 2. Next, click the button Create a Variant. 3. Name your variant, choose whether or not you want to include this message in the publicly viewable list, and then click Next. 4. Now you will have the opportunity to go and change the parts of this Message that you d like to vary. Once you finish and save your variant message, it will be available to view under its original message. 5. When you re done setting up and saving your variant message, you will see the number of variant messages appear under their respective original messages in the Messages list. Click Preview. 6. You will now see, and be able to preview, the original message and variants you ve set up InterChange University 81

82 How to Run an A/B Test 1. If you d like to set up an A/B test after a message has been created, you can do this by first finding the message in the Message List. 2. You can then click the A/B Test hyperlink in the Actions column or click Run an A/B Test under the Related Actions column. 3. From here, you can set up a sample percentage or sample number of constituents on which to run an A/B test. Click Next. 4. Review the criteria you ve set up on the review screen. Click Next. 5. To start your A/B test, just click the Start button. How to Send an Message 1. Go to the Navigation Tab and then choose Campaigns from the Menu Bar. 2. Click on the Campaigns Action Tab. 3. Find the Campaign in which you d like to send a message. Click Manage. 4. To select your approved message, go to the Deliveries tab. On the left-hand side of the screen, click Send a message. 5. Find your message in the message list. In the Actions Column, click Set up Delivery. 6. Now you will be taken to the Configure Message Delivery Screen. Edit as needed. 7. If you need to calculate audience recipients, click Calculate Audience Recipients, then click the Calculate Audience Recipients button. Click Next. 8. Click Send. Your message will now be placed in the delivery queue. If you choose to schedule your Message, it will be sent according to the date and time that you chose. If you did not schedule a delivery, the message will be sent as soon as possible. How to Set up Recurring Delivery 1. Go to the Navigation Tab and then choose Campaigns from the menu bar. 2. Click on the Campaigns Action Tab. 3. Find the Campaign in which you d like to send a message. Click Manage. 4. To select your approved message, go to the Deliveries tab. On the left-hand side of the screen, click Setup Recurring Delivery. 5. You will now see a list of your messages. Find the message you need, then click Setup in the Actions column. 6. Now you will be asked to set up the scheduling pattern to use. You will choose a date and time on which to begin and end the recurring schedule and set up the frequency. Click Next when you are finished InterChange University 82

83 7. Now, you will need to look over all of the details of the recurring delivery you ve set up. If you need to edit anything in this screen, click on the respectively named area under Related Actions and make your changes. Click the Next button at the bottom of the screen. 8. Finally, in order to turn on this recurring delivery, you must enable it. To do this, click the Enable button. 9. You will now see your recurring message appear under the Recurring Delivery List tab. How to Run a report for a Single Message 1. Go to the Navigation Tab and then choose Campaigns from the Menu Bar. 2. Find the Campaign in which you sent the message. Click Manage. 3. Click on the Deliveries tab and find the Message you d like to see a report on. Then click Review. 4. From this screen, you will be able to review details about the delivery of this Message. You will be able to see many helpful delivery statistics, such as opens, forwards, clickthroughs, hard and soft bounces, etc. How to Run a report for a Single Campaign 1. Go to the Navigation Tab and then choose Campaigns from the Menu Bar. 2. Click on the Campaigns Action Tab. Here you will see a list of Campaigns. Find the campaign you d like to run a report on and click Manage. 3. From this screen, click on the Reports tab. Here, you will be able to run a report by choosing from the available reports in the Create a new report fielddrop-down menu. 4. Once you ve chosen the report you d like to run, click Go. 5. Select the messages you d like to run a report on by first clicking on the message to highlight it and then clicking on the Add button. Once your message has been added, you will see it appear in the Your Selections box. When you ve added all of the messages you d like to run reports on, click Next. 6. Enter a report label, if you d like, then click Submit Report. 7. You will now be taken back to your list of reports. To view your report, click View in the Actions column InterChange University 83

84 How to Run Cross-Campaign reports 1. Go to the Navigation Tab and then choose Campaigns from the Menu Bar. 2. Click on the Reports tab. Choose the type of report you d like to run from the drop-down menu and then click Go. 3. Select the campaigns you d like to compare and click Next. 4. Review your report, select a report label (if applicable), then click Submit Report. 5. You will now see your report appear in the list of reports. Click the Refresh this page button. 6. Click View to view the results of your report. 7. You will now see the stats to compare and contrast across campaigns InterChange University 84

85 Appendix Single Campaign Reports- Module There are 14 possible reports that one can run in the Module on Single Campaigns. Each of these reports is explained below, including what the columns in the reports refer to, a visual example of each report and a job aid on how to run the report. Group Performance Report The Group Performance Report compares statistics for each group of constituents to which the Messages for an Campaign were sent. For each group, you can see the number of Messages that were sent, the number that were delivered or bounced, the number of delivered Messages that were opened, and the actions taken within the Message. This report uses summary data automatically updated and rolled up every 4 hours for each delivery sent within the last 7 days. Use the Group Performance Report to show the number of Messages that: Were sent to constituents Were not received by recipients due to hard bounces, such as bad addresses Were not received by recipients due to soft bounce temporary conditions, such as full mailboxes, ISPs that were unable to accept at the time, and so on. Were successfully delivered to constituents Were opened by constituents Constituents used the links in to click-through to reach the target purpose of the Constituents took action on Constituents forwarded to others via clicking the Tell-a-friend component Constituents clicked unsubscribed and removed themselves from the list 2015 InterChange University 85

86 The Group Performance Report columns are explained in the chart below: 2015 InterChange University 86

87 Group Performance Report Example: To run the Campaign Group Performance Report: 1. Click > Campaigns. The Campaign home page displays. 2. Click the Campaigns tab. The campaigns list displays. 3. Click Manage in the Actions column for the appropriate campaign. The campaign summary page displays. 4. Click the Reports tab. Reports page displays. 5. Select the Group Performance Report from the Create a new report list and click Go. The group selection page displays. 6. Select the groups to compare and click Next. The Select Message options display. 7. Click Report in the Actions column. The Submit Report page displays. 8. Enter a name for the report and click Submit the Report. The Reports page displays. 9. Click Refresh this page and wait until the system changes the Status to Completed. 10. Click View in the Action column. The report results display InterChange University 87

88 Message Performance Report LO The Message Performance Report compares statistics for each Message sent within an Campaign. This report uses summary data automatically updated and rolled up every 4 hours for each delivery sent within the last 7 days. Use the Message Performance Report to show the number of Messages that: Were sent to constituents Were not received by recipients due to hard bounces, such as bad addresses Were not received by recipients due to soft bounce temporary conditions, such as full mailboxes, ISPs that were unable to accept at the time, and so on. Were successfully delivered to constituents Were opened by constituents Constituents used the links in to click through to reach the target purpose of the Constituents took action on Constituents forwarded to others via clicking the Tell-a-friend component Constituents clicked unsubscribed to remove themselves from the list 2015 InterChange University 88

89 The Message Performance Report columns are explained in the chart below: 2015 InterChange University 89

90 Message Performance Report Example: To run the Campaign Message Performance report: 1. Click > Campaigns. The Campaign home page displays. 2. Click the Campaigns tab. The campaigns list displays. 3. Click Manage in the Actions column for the appropriate campaign. The campaign summary page displays. 4. Click the Reports tab. Reports page displays. 5. Select the Message Performance Report from the Create a new report list and click Go. The group selection page displays. 6. Select the groups to compare and click Next. The Select Message options display. 7. Click Report in the Actions column. The Submit Report page displays. 8. Enter a name for the report and click Submit the Report. The Reports page displays. 9. Click Refresh this page and wait until the system changes the Status to Completed. 10. Click View in the Action column. The report results display InterChange University 90

91 Variant Performance Report LO The Variant Performance Report lists, for each variant of the message, the delivery statistics as well as the number of messages opened, the number of clickthroughs, and other actions that were taken in the message. This report uses summary data automatically updated and rolled up every 4 hours for each delivery sent within the last 7 days. Use the Variant Performance Report to show the number of each variant that: Were sent to constituents Were not received by recipients due to hard bounces, such as bad addresses Were not received by recipients due to soft bounce temporary conditions, such as full mailboxes, ISPs that were unable to accept at the time, and so on. Were successfully delivered to constituents Were opened by constituents Constituents used the links in to click through to reach the target purpose of the Constituents took action on Constituents forwarded to others via clicking the Tell-a-friend component Constituents clicked the Unsubscribe link in to remove themselves from the list 2015 InterChange University 91

92 The Variant Performance Report columns are explained in the chart below: 2015 InterChange University 92

93 Variant Performance Report Example: To run the Campaign Variant Performance report: 1. Click > Campaigns. The Campaign home page displays. 2. Click the Campaigns tab. The campaigns list displays. 3. Click Manage in the Actions column for the appropriate campaign. The campaign summary page displays. 4. Click the Reports tab. Reports page displays. 5. Select the Variant Performance Report from the Create a new report list and click Go. The group selection page displays. 6. Select the groups to compare and click Next. The Select Message options display. 7. Click Report in the Actions column. The Submit Report page displays. 8. Enter a name for the report and click Submit the Report. The Reports page displays. 9. Click Refresh this page and wait until the system changes the Status to Completed. 10. Click View in the Action column. The report results display InterChange University 93

94 Variant Response Summary Report LO The Response Summary Report show many constituents took actions (such as, made a donation, purchased a ticket, and so on) within each message variant. Use the Variant Response Summary Report to show for a selected message: Name of each variant message Number of each variant message that was sent Number of constituents who, as a result of clicking a link in the variant message: Registered with the site Registered with TeamRaiser Registered for an event that required an RSVP Purchased a ticket for an event Sent an advocacy alert Made an online donation Submitted an online survey Total amount of donations made by constituents who clicked a donation link in the variant message 2015 InterChange University 94

95 The Variant Response Summary Report columns are explained in the chart below: 2015 InterChange University 95

96 Variant Performance Report Example: To run the Campaign Variant Response Summary report: 1. Click > Campaigns. The Campaign home page displays. 2. Click the Campaigns tab. The campaigns list displays. 3. Click Manage in the Actions column for the appropriate campaign. The campaign summary page displays. 4. Click the Reports tab. Reports page displays. 5. Select the Variant Response Summary Report from the Create a new report list and click Go. The group selection page displays. 6. Select the groups to compare and click Next. The Select Message options display. 7. Click Report in the Actions column. The Submit Report page displays. 8. Enter a name for the report and click Submit the Report. The Reports page displays. 9. Click Refresh this page and wait until the system changes the Status to Completed. 10. Click View in the Action column. The report results display InterChange University 96

97 Message Open Report The Message Open Report shows the constituents who opened each Message. Use the Message Open Report to show the: First and last name of each constituent who received and opened the Message address of each constituent who received and opened the Message Number of Messages that each constituent received Number of the received Messages that each constituent opened The Message Open Report columns are explained in the chart below: 2015 InterChange University 97

98 Message Open Report Example: To run the Campaign Message Open report: 1. Click > Campaigns. The Campaign home page displays. 2. Click the Campaigns tab. The campaigns list displays. 3. Click Manage in the Actions column for the appropriate campaign. The campaign summary page displays. 4. Click the Reports tab. Reports page displays. 5. Select the Message Open Report from the Create a new report list and click Go. The group selection page displays. 6. Select the groups to compare and click Next. The Select Message options display. 7. Click Report in the Actions column. The Submit Report page displays. 8. Enter a name for the report and click Submit the Report. The Reports page displays. 9. Click Refresh this page and wait until the system changes the Status to Completed. 10. Click View in the Action column. The report results display InterChange University 98

99 Click-Through Details Report The Click-Through Details Report shows the constituents who have clicked links within an Message and identifies the links clicked. Use the Click-Through Details Report to show the: First and last name of each constituent who clicked a link in the Message address of each constituent who clicked a link in the Message Date on which the constituent clicked the link URL, or web page address, of the link that the constituent clicked The Click-Through Details Report columns are explained in the chart below: 2015 InterChange University 99

100 Click-Through Details Report Example: To run the Campaign Click-Through Details report: 1. Click > Campaigns. The Campaign home page displays. 2. Click the Campaigns tab. The campaigns list displays. 3. Click Manage in the Actions column for the appropriate campaign. The campaign summary page displays. 4. Click the Reports tab. Reports page displays. 5. Select the Click-Through Details Report from the Create a new report list and click Go. The group selection page displays. 6. Select the groups to compare and click Next. The Select Message options display. 7. Click Report in the Actions column. The Submit Report page displays. 8. Enter a name for the report and click Submit the Report. The Reports page displays. 9. Click Refresh this page and wait until the system changes the Status to Completed. 10. Click View in the Action column. The report results display InterChange University 100

101 Clickthrough Summary Report LO The Click-Through Summary Report shows information about the click-through links and forwarded clickthroughs used by each recipient for each Message. Use the Click-through Summary Report to show the: Name of each message URL, or web page address, that the constituent clicked Number of times the link was clicked Number of times the link was forwarded The Click-Through Summary Report columns are explained in the chart below: 2015 InterChange University 101

102 Click-Through Summary Report Example: To run the Campaign Click-Through Summary report: 1. Click > Campaigns. The Campaign home page displays. 2. Click the Campaigns tab. The campaigns list displays. 3. Click Manage in the Actions column for the appropriate campaign. The campaign summary page displays. 4. Click the Reports tab. Reports page displays. 5. Select the Click-Through Summary Report from the Create a new report list and click Go. The group selection page displays. 6. Select the groups to compare and click Next. The Select Message options display. 7. Click Report in the Actions column. The Submit Report page displays. 8. Enter a name for the report and click Submit the Report. The Reports page displays. 9. Click Refresh this page and wait until the system changes the Status to Completed. 10. Click View in the Action column. The report results display InterChange University 102

103 Response Summary Report LO The Response Summary Report shows how many constituents took actions within a selected message (such as, made donations, purchased tickets, and so on). Use the Response Summary Report to show the: Name of each message Number of each message that was sent Number of constituents who, as a result of clicking a link in the Message: Registered with the site Registered with TeamRaiser Registered for an event that required an RSVP Purchased a ticket for an event Sent an advocacy alert Made an online donation Submitted an online survey Total amount of donations made by constituents who clicked a donation link in the Message 2015 InterChange University 103

104 The Response Summary Report columns are explained in the chart below: 2015 InterChange University 104

105 Response Summary Report Example: To run the Campaign Response Summary report: 1. Click > Campaigns. The Campaign home page displays. 2. Click the Campaigns tab. The campaigns list displays. 3. Click Manage in the Actions column for the appropriate campaign. The campaign summary page displays. 4. Click the Reports tab. Reports page displays. 5. Select the Response Summary Report from the Create a new report list and click Go. The group selection page displays. 6. Select the groups to compare and click Next. The Select Message options display. 7. Click Report in the Actions column. The Submit Report page displays. 8. Enter a name for the report and click Submit the Report. The Reports page displays. 9. Click Refresh this page and wait until the system changes the Status to Completed. 10. Click View in the Action column. The report results display InterChange University 105

106 Response Details Report LO The Response Details Report shows each recipient who performed an action in response to a selected message and the response action. Use the Response Details Report to show the: Name of each message First and last name of each constituent who responded to the message address of each constituent who responded to the message Date on which the constituent responded Responses made to the original or to a forwarded Type of response (such as Donation) made by the constituent Subject line on the Message Amount of money donated, if the response was a donation 2015 InterChange University 106

107 The Response Details Report columns are explained in the chart below: 2015 InterChange University 107

108 Response Details Report Example: To run the Campaign Response Details report: 1. Click > Campaigns. The Campaign home page displays. 2. Click the Campaigns tab. The campaigns list displays. 3. Click Manage in the Actions column for the appropriate campaign. The campaign summary page displays. 4. Click the Reports tab. Reports page displays. 5. Select the Response Details Report from the Create a new report list and click Go. The group selection page displays. 6. Select the groups to compare and click Next. The Select Message options display. 7. Click Report in the Actions column. The Submit Report page displays. 8. Enter a name for the report and click Submit the Report. The Reports page displays. 9. Click Refresh this page and wait until the system changes the Status to Completed. 10. Click View in the Action column. The report results display InterChange University 108

109 Unsubscribe Details Report The Unsubscribe Details Report shows the constituents who have unsubscribed from receiving future s. Use the Unsubscribe Details Report to show the: First and last names of each constituent who clicked the Unsubscribe link in the Message address of the each constituents who clicked the Unsubscribe link Name of each message Change made as a result of answering the unsubscribe request Effective date of the unsubscribe The Unsubscribe Details Report columns are explained in the chart below: 2015 InterChange University 109

110 Unsubscribe Details Report Example: To run the Campaign Unsubscribe Details report: 1. Click > Campaigns. The Campaign home page displays. 2. Click the Campaigns tab. The campaigns list displays. 3. Click Manage in the Actions column for the appropriate campaign. The campaign summary page displays. 4. Click the Reports tab. Reports page displays. 5. Select the Unsubscribe Details Report from the Create a new report list and click Go. The group selection page displays. 6. Select the groups to compare and click Next. The Select Message options display. 7. Click Report in the Actions column. The Submit Report page displays. 8. Enter a name for the report and click Submit the Report. The Reports page displays. 9. Click Refresh this page and wait until the system changes the Status to Completed. 10. Click View in the Action column. The report results display InterChange University 110

111 Hard Bounce Report LO The Hard Bounce Report lists the address and personal information of the intended recipient of each Message bounced because of an invalid address. By default, when the mail server returns a hard-bounced , the system typically attempts to send it one more time before the address is marked and counted as a Hard Bounce. Use the Hard Bounce Report to: Show the address of the intended recipient of an Message Show the personal information of the intended recipient, including: First Name Last Name Street Address City State or Province ZIP code Country Phone Number 2015 InterChange University 111

112 The Hard Bounce Report columns are explained in the chart below: 2015 InterChange University 112

113 Hard Bounce Report Example: To run the Campaign Hard Bounce report: 1. Click > Campaigns. The Campaign home page displays. 2. Click the Campaigns tab. The campaigns list displays. 3. Click Manage in the Actions column for the appropriate campaign. The campaign summary page displays. 4. Click the Reports tab. Reports page displays. 5. Select the Hard Bounce Report from the Create a new report list and click Go. The group selection page displays. 6. Select the groups to compare and click Next. The Select Message options display. 7. Click Report in the Actions column. The Submit Report page displays. 8. Enter a name for the report and click Submit the Report. The Reports page displays. 9. Click Refresh this page and wait until the system changes the Status to Completed. 10. Click View in the Action column. The report results display InterChange University 113

114 Soft Bounce Report LO The Soft Bounce Report lists the address and personal information of the intended recipients of each Message soft bounced due to a temporary condition (such as recipient s mailbox is full, recipient s ISP is unable to accept at this time, and so on). Although the mail server (not the application) determines the number of attempts that it will make to send soft bounced s, the mail server does notify the application each time a unique is soft bounced so it can count it as a soft bounce. Use the Soft Bounce Report to: Show the address of the intended recipient of an Message Show the personal information of the intended recipient, including: First Name Last Name Street Address City State or Province ZIP code Country Phone Number 2015 InterChange University 114

115 The Soft Bounce Report columns are explained in the chart below: 2015 InterChange University 115

116 Soft Bounce Report Example: To run the Campaign Soft Bounce report: 1. Click > Campaigns. The Campaign home page displays. 2. Click the Campaigns tab. The campaigns list displays. 3. Click Manage in the Actions column for the appropriate campaign. The campaign summary page displays. 4. Click the Reports tab. Reports page displays. 5. Select the Soft Bounce Report from the Create a new report list and click Go. The group selection page displays. 6. Select the groups to compare and click Next. The Select Message options display. 7. Click Report in the Actions column. The Submit Report page displays. 8. Enter a name for the report and click Submit the Report. The Reports page displays. 9. Click Refresh this page and wait until the system changes the Status to Completed. 10. Click View in the Action column. The report results display InterChange University 116

117 Message Open Summary by Device Report LO Check whether your readers are opening Messages on a mobile device by running the Message Open Summary by Device report. Use these results to consider tailoring your Messages to be mobile friendly so they render well on certain devices. Data in this report is based on opens for a specific message of your campaign. *This report is only available on BBLO v15.9 and higher. Use this report to show: Device type on which the campaign message was opened Operating system of the devices that opened the campaign message Number of opens for the message 2015 InterChange University 117

118 The Message Open Summary by Device Report columns are explained in the chart below: 2015 InterChange University 118

119 Message Open Summary by Device Report Example: To run the Message Open Summary by Device Report: 1. From the top of an Admin page, click > Campaigns > Campaigns > Manage > Reports (tab). 2. For Create a New Report, select Message Open Summary by Device. 3. Click Go. 4. Choose a sent message from the left selector list and move it to the right selector list. 5. Click Next. 6. On the Submit Report page: 7. Review the selected message. 8. (Optional) Enter a label for the report. 9. Click Submit Report. 10. On the Reports List page, after the report runs, click View InterChange University 119

120 Delivery Recipient Report LO The Delivery Recipient Report lists the names and addresses of the constituents to whom a specific Message was delivered within an Campaign. You can use this information to create a group that contains these constituents, or add them to an existing group. Use the Delivery Recipient Report to: Show the names of the constituents to whom a specific Message was delivered Show the addresses of the constituents to whom a specific Message was delivered Add constituents to a specific user group or create a new group containing these constituents The Delivery Recipient Report columns are explained in the chart below: 2015 InterChange University 120

121 Delivery Recipient Report Example: To run the Delivery Recipient Report: 1. Click > Campaigns. The Campaign home page displays. 2. Click the Campaigns tab. The campaigns list displays. 3. Click Manage in the Actions column for the appropriate campaign. The campaign summary page displays. 4. Click the Deliveries tab. 5. Select the Delivery Recipient Report from the Create a new report list and click Go. The group selection page displays. 6. Select the groups to compare and click Next. The Select Message options display. 7. Click Report in the Actions column. The Submit Report page displays. 8. Enter a name for the report and click Submit the Report. The Reports page displays. 9. Click Refresh this page and wait until the system changes the Status to Completed. 10. Click View in the Action column. The report results display InterChange University 121

122 Cross-Campaign Reports- Module LO Each of the seven possible reports that one can across Campaigns run in the Module is explained below, including what the columns in the reports refer to, a visual example of each report and a job aid on how to run the report. Campaign Performance Report The Cross Campaign Performance Report compares the number of messages sent, the number that were delivered or bounced, the number of delivered Messages that were opened, the number of clickthroughs, and the actions taken within the Message for the selected campaigns. It uses summary data automatically updated and rolled up every 4 hours for each delivery sent within the last 7 days. The Cross Campaign Performance Report tallies the number of Messages that: Were sent to constituents Were not received by recipients due to hard bounces, such as bad addresses Were not received by recipients due to soft bounce temporary conditions, such as full mailboxes, ISPs that were unable to accept at the time, and so on. Were successfully delivered to constituents Were opened by constituents Had click-through links that the constituents could use to reach the target purpose of the Had other actions that the constituents could take Constituents forwarded to others via clicking the Tell-a-friend component Constituents clicked unsubscribed and removed themselves from the list 2015 InterChange University 122

123 The Campaign Performance Report columns are explained in the chart below: 2015 InterChange University 123

124 Campaign Performance Report Example: To run the Cross Campaign Performance Report: 1. Click > Campaigns. The Campaign home page displays. 2. Click the Reports tab. The Reports page displays. 3. Select the Campaign Performance Report from the Create a new report list and click Go. The Campaign Selection page displays. 4. Select the campaigns to compare and add them to the Your Selections list and click Next. The Submit Report options display. 5. Enter a name for the report and click Submit the Report. The Reports page displays. 6. Click Refresh this page and wait until the system changes the Status to Completed. 7. Click View in the Action column. The Report Results display InterChange University 124

125 Campaign Open Report: LO The Cross Campaign Open Report shows the names of the constituents who were sent messages for each campaign, their addresses, the number of messages they received, and the number that they opened. Use the Cross Campaign Open Report to show the: Constituents who were sent messages addresses to which messages were sent Number of Messages each constituent received Number of Messages each constituent opened The Campaign Open Report columns are explained in the chart below: 2015 InterChange University 125

126 Campaign Open Report Example: To run the Cross Campaign Open Report: 1. Click > Campaigns. The Campaign home page displays. 2. Click the Reports tab. The Reports page displays. 3. Select the Campaign Open Report from the Create a new report list and click Go. The Campaign Selection page displays. 4. Select the campaigns to compare and add them to the Your Selections list and click Next. The Submit Report options display. 5. Enter a name for the report and click Submit the Report. The Reports page displays. 6. Click Refresh this page and wait until the system changes the Status to Completed. 7. Click View in the Action column. The Report Results display InterChange University 126

127 Click-Through Details Report: LO The Cross Campaign Click-Through Details Report shows the constituents who have clicked links within Messages sent from selected Campaigns, the names of the messages, when the links were clicked, and the URL behind the link. (For more information on analyzing click-through reports, see Understanding Report Click-Through Numbers in the Help section of Luminate Online). Use the Cross Campaign Click-Through Details Report to show the: Number of constituents who clicked links in Campaign messages Name of each constituent who clicked at least one link in a message address of each constituent who clicked a link in a message Date and time when constituents clicked the links URL, or web page address, of the links that constituents clicked The Click-Through Details Report columns are explained in the chart below: 2015 InterChange University 127

128 Click-Through Details Report Example: To run the Cross-Campaign Click-Through Details Report: 1. Click > Campaigns. The Campaign home page displays. 2. Click the Reports tab. The Reports page displays. 3. Select the Click-Through Details Report from the Create a new report list and click Go. The Campaign Selection page displays. 4. Select the campaigns to compare and add them to the Your Selections list and click Next. The Submit Report options display. 5. Enter a name for the report and click Submit the Report. The Reports page displays. 6. Click Refresh this page and wait until the system changes the Status to Completed. 7. Click View in the Action column. The Report Results display InterChange University 128

129 Click-Through Summary Report: LO The Cross Campaign Click-Through Summary Report shows the link clickthroughs and forwarded clickthroughs that constituents made in messages within the Campaigns. Use the Cross Campaign Click-Through Summary Report to show the: Campaigns with messages that constituents clicked Name of each message in which a constituent clicked a link Link URL, or web page address, that the constituent clicked Number of times the link was clicked Number of times the link was forwarded The Click-Through Summary Report columns are explained in the chart below: 2015 InterChange University 129

130 Click-Through Summary Report Example To run the Cross Campaign Click-Through Summary Report: 1. Click > Campaigns. The Campaign home page displays. 2. Click the Reports tab. The Reports page displays. 3. Select the Click-Through Summary Report from the Create a new report list and click Go. The Campaign Selection page displays. 4. Select the campaigns to compare and add them to the Your Selections list and click Next. The Submit Report options display. 5. Enter a name for the report and click Submit the Report. The Reports page displays. 6. Click Refresh this page and wait until the system changes the Status to Completed. 7. Click View in the Action column. The Report Results display InterChange University 130

131 Campaign Response Summary Report: LO The Cross Campaign Response Summary Report show how many constituents took actions within a selected message (such as, made a donation, purchased a ticket, and so on). Use the Cross Campaign Response Summary Report to show the: Name of each message Number of each message that was sent Number of constituents who, as a result of clicking a link in the Message: Registered with the site Registered with TeamRaiser Registered for an event that required an RSVP Purchased a ticket for an event Made an online donation Submitted an online survey Total amount of donations made by constituents who clicked a donation link in the Message 2015 InterChange University 131

132 The Campaign Response Summary Report columns are explained in the chart below: 2015 InterChange University 132

133 Campaign Response Summary Report Example: To run the Cross Campaign Response Summary report: 1. Click > Campaigns. The Campaign home page displays. 2. Click the Reports tab. The Reports page displays. 3. Select the Campaign Response Summary report from the Create a new report list and click Go. The Campaign Selection page displays. 4. Select the campaigns to compare and add them to the Your Selections list and click Next. The Submit Report options display. 5. Enter a name for the report and click Submit the Report. The Reports page displays. 6. Click Refresh this page and wait until the system changes the Status to Completed. 7. Click View in the Action column. The Report Results display InterChange University 133

134 Campaign Response Details Report: LO The Cross Campaign Response Details Report shows each recipientwho performed an action in response to messages within selected Campaigns and the response action. Use the Cross Campaign Response Details Report to show the: Name of each selected Campaign Name of messages in which constituents took an action First and last name of each constituent who responded to the message address of each constituent who responded to the message Date on which the constituent responded Responses made to the original or to a forwarded Type of response (such as Donation) made by the constituent Subject line on the Message Amount of money donated, if the response was a donation 2015 InterChange University 134

135 The Campaign Response Summary Report columns are explained in the chart below: 2015 InterChange University 135

136 Campaign Response Details Report Example: To run the Cross Campaign Response Details report: 1. Click > Campaigns. The Campaign home page displays. 2. Click the Reports tab. The Reports page displays. 3. Select the Campaign Response Details report from the Create a new report list and click Go. The Campaign Selection page displays. 4. Select the campaigns to compare and add them to the Your Selections list and click Next. The Submit Report options display. 5. Enter a name for the report and click Submit the Report. The Reports page displays. 6. Click Refresh this page and wait until the system changes the Status to Completed. 7. Click View in the Action column. The Report Results display InterChange University 136

137 Unsubscribe Details Report: LO The Unsubscribe Details Report shows the constituents from one or more campaigns who have unsubscribed from receiving future s. Use the Unsubscribe Details Report to show the: First and last names of each constituent who clicked the Unsubscribe link in a campaign message address of each constituent who clicked the Unsubscribe link Name of each campaign Change made as a result of answering the unsubscribe request Effective date of the unsubscribe The Unsubscribe Details Report columns are explained in the chart below: 2015 InterChange University 137

138 Unsubscribe Details Response Report Example: To run the Cross Campaign Unsubscribe Details report: 1. Click > Campaigns. The Campaign home page displays. 2. Click the Reports tab. The Reports page displays. 3. Select the Unsubscribe Details Report from the Create a new report list and click Go. The Campaign Selection page displays. 4. Select the campaigns to compare and add them to the Your Selections list and click Next. The Submit Report options display. 5. Enter a name for the report and click Submit the Report. The Reports page displays. 6. Click Refresh this page and wait until the system changes the Status to Completed. 7. Click View in the Action column. The report results display InterChange University 138