LexisNexis InterAction Best Practices Managing Holiday Card Mailings

Transcription

1 LexisNexis InterAction Best Practices Managing Holiday Card Mailings 2017 LexisNexis All rights reserved.

2 Copyright LexisNexis, the Knowledge Burst logo, InterAction and Who-Knows-Whom are registered trademarks, and Relationship Map is a trademark of RELX Inc. Other products and services may be trademarks or registered trademarks of their respective companies. Copyright 2017 LexisNexis. All rights reserved InterAction Best Practices October LexisNexis All rights reserved. 2

3 Table of Contents Copyright 2 Overview 4 Holiday Card Business Process Summary 4 Procedures for 6 Preparing Holiday Card 6 Validating the Contact Linked into the Holiday Card 7 Searching for Duplicate Contacts 8 Configuring Data Change Management for Holiday Cards 8 Printing Labels for Cards Requiring No Signature 9 Identify Contacts Whose Card Requiring One Signature 9 Printing Labels for Cards with One Signature 9 Identifying Contacts Whose Card Requires at least Two Signatures 10 Printing Labels for Cards Requiring at least Two Signatures 10 Managing Holiday Cards from Sponsors who have left your Organization 10 Verifying Cards have Appropriate Signatures and Mailing Cards 11 Recording Activities for all Contacts who received a Card 11 Procedures for Professionals 12 Adding My Contacts to a Holiday Card Folder 12 Adding Other Contacts to a Holiday Card folder 14 Holiday Card Configuration Summary 15 Searches 17 Mailing Lists - Recipients with No Mailing Address 18 Lists - Deceased Contacts 19 Mailing Lists - Recipients Requesting No Mail 20 Contacts Linked into both Holiday Card 21 Holiday Cards Needing One Signature 22 Holiday Cards Needing Two or More Signatures 23 Automated Exports 24 Mailing Labels Sorted by Primary Sponsor LexisNexis All rights reserved. 3

4 Overview Many firms and organizations send a holiday card to their important contacts each year. Managing this endeavor manually can be time consuming. By configuring InterAction to manage who will receive holiday cards and who will sign them, the process is greatly simplified. This document provides best practice recommendations for the department on managing holiday cards in InterAction. The benefits to using InterAction to manage holiday cards include the following: lists in InterAction can track who added each contact into the folder (sponsors), simplifying the task of identifying who needs to sign each card. Using InterAction to manage the process can improve the image of the firm or organization, because contacts do not receive multiple cards from the firm. Clients receive cards signed by the people they know, which makes them feel their relationship is personal and valued. Activities that are logged regarding people who received cards build valuable historical information and relationship intelligence that the professionals can leverage. Professionals are notified in Alerts when cards are sent and to whom. Following these procedures saves time for the department preparing the mailing, the individuals who need to determine who will receive cards, and those who want to sign cards for their clients. Holiday card mailings present unique challenges if the professionals in the organization wish to sign the cards mailed to their clients. This best practice includes the following scenarios: Holiday cards that are not signed by any professionals within the organization Holiday cards that professionals sign for their contacts and cards have only one signature Holiday cards that may be signed by multiple professionals InterAction can be configured to support/enhance whichever of these business processes you use. Holiday Card Business Process Summary To prepare the holiday card mailing, follow these steps: 1. creates two marketing lists: Holiday Cards - No Signature for cards not needing a signature and Holiday Cards - Signed by Sponsors for cards to be signed. See "Preparing Holiday Card " on page Professionals within the organization use the Web Client to add (link) contacts to the holiday card mailing lists. Only firm contacts may be added to these lists. "Procedures for Professionals" on page validates the contacts linked into the holiday card folders. See "Validating the Contact Linked into the Holiday Card " on page runs a search to find any contacts linked into both folders and deletes any duplicate contacts found in the Holiday Cards - No Signature folder. See "Searching for Duplicate Contacts" on page configures Data Change Management to review any new contacts added to the holiday card lists. "Configuring Data Change Management for Holiday Cards" on page LexisNexis All rights reserved. 4

5 6. prints the labels for cards requiring no signature, then assembles and mails the cards. See "Printing Labels for Cards Requiring No Signature" on page runs the Holiday Cards Needing One Signature search to identify contacts whose card requires one signature. See "Identify Contacts Whose Card Requiring One Signature" on page prints Mailing Labels Sorted by Primary Sponsor for these contacts, assembles the cards and labeled envelopes, then routes the Contacts by Sponsor report and matching cards to appropriate sponsors. See "Printing Labels for Cards with One Signature" on page runs the Holiday Cards Needing Two or More Signatures search to identify contacts whose card requires at least two signatures. See "Identifying Contacts Whose Card Requires at least Two Signatures" on page prints Mailing Labels Sorted by Primary Sponsor for these contacts, assembles the cards and labeled envelopes, and then routes the Contacts by Sponsor report and matching cards to appropriate sponsors. See "Printing Labels for Cards Requiring at least Two Signatures" on page Professionals sign and route cards for signatures, returning completed cards to the department. 12. determines how to handle cards from sponsors (employees) who have left the organization. See "Managing Holiday Cards from Sponsors who have left your Organization" on page verifies returned cards have appropriate signatures, then mails cards. See "Verifying Cards have Appropriate Signatures and Mailing Cards" on page records an activity of type Mailing for all contacts in both holiday card folders. See "Recording Activities for all Contacts who received a Card" on page LexisNexis All rights reserved. 5

6 Procedures for performs many tasks as part of the holiday card process: Preparing Holiday Card Validating Contacts Linked into the Holiday Card Searching for Duplicate Contacts Configuring Data Change Management for Holiday Cards Printing Labels for Cards Requiring No Signature Identify Contacts Whose Card Requires One Signature Printing Labels for Cards with One Signature Identifying Contacts Whose Card Requires at Least Two Signatures Printing Labels for Cards Requiring at Least Two Signatures Managing Holiday Cards from Sponsors Who Have Left Your Organization Verifying Cards Have Appropriate Signatures and Mailing Cards Recording Activities for All Contacts Who Received a Card Preparing Holiday Card For additional information about this process, see the following topics in the InterAction for Data Stewards and Users guide. Create a List Adding Lists to Users Frequently Used Lists The department should create two folders for Lists: Holiday Cards - No Signature for contacts that receive an unsigned holiday card Holiday Cards - Signed by Sponsors for contacts that receive a holiday card signed by one or more sponsors NOTE InterAction provides a Holiday Card folder by default. This folder is configured as a marketing list with sponsorship. This folder may be used for this process. These folders should be created early in the year so that new clients and other appropriate contacts may be added over the course of the year LexisNexis All rights reserved. 6

7 Figure 1-1: New List You can optionally push a marketing list to Web Client users frequently used lists from the Windows Client. To do this, set the Frequently Used By field to the appropriate user(s) or group(s). NOTE No Data Change Management settings are required at this time. After contacts are validated, you will set the Add Request Action field to Review. See"Configuring Data Change Management for Holiday Cards" on the next page. Inform users that the marketing lists have been created and how each one will be used. Let them know that appropriate contacts may now be added to the lists. A deadline should be given for when all contacts must be added. Validating the Contact Linked into the Holiday Card Before you can prepare the mailing, you must validate the contacts that are linked to the holiday card folders. This process entails running several searches to make sure contact records are complete and that the contacts linked to the holiday card folders are in fact contacts that should receive mailings. See "Searches" on page 17 for instructions on setting up each of the following: Run the saved search Mailing Lists - Recipients with No Mailing Address. If any contacts are found, notify the sponsor(s) that the contact cannot be sent a card unless they provide a valid mailing address. Delete the contact from the holiday card marketing list if no address is available. Run the saved search Lists - Deceased Contacts. Delete any contacts found from the holiday card folder. If any contacts are found, notify the sponsor(s) that the recipient is deceased. Run the saved search Mailing Lists - Recipients Requesting No Mail. If any contacts are found, notify the sponsor(s) that the recipient has requested that they not receive mailings from your organization. The policy on marketing mailings varies from organization to organization, however, and holiday cards may not be considered marketing mail. If policy dictates that holiday cards are included in this category, delete the contact from the holiday card marketing list LexisNexis All rights reserved. 7

8 Searching for Duplicate Contacts Run a search to find any contacts linked into both folders, and delete any duplicate contacts found in the Holiday Cards - No Signature folder. 1. Run the saved search Contacts Linked Into Both Holiday Card. For instructions see,"contacts Linked into both Holiday Card " on page If any contacts are found, delete them from the Holiday Cards - No Signature folder, since the professional who added the contact to that folder just wanted to ensure the contact received a card, but was not interested in signing it. Leave the contact in the Holiday Cards - Signed by Sponsors folder to ensure that the appropriate sponsors will have the opportunity to sign the card. Configuring Data Change Management for Holiday Cards After contact have been validated, configure Data Change Management to review any new contact added to the holiday card folders. For more information about this process, see the Data Change Management Settings topic in the InterAction for Data Stewards and Users guide. 1. Set the Add Request Action to Review. If any users add new contacts to either list, a Data Change Management ticket will be submitted to the data steward responsible for the holiday card mailings. 2. The responsible data steward must routinely check the Data Change Management Inbox for contacts added to either list. 3. Approve tickets after labels have been printed. Figure 1-2: Configuring Data Change Management 2017 LexisNexis All rights reserved. 8

9 Printing Labels for Cards Requiring No Signature Print the labels for cards requiring no signature. Assemble and mail the cards. 1. Open the Holiday Cards - No Signature folder. 2. Print labels for all contacts in the folder. Labels should be sorted by contact name. Identify Contacts Whose Card Requiring One Signature Run the Holiday Cards Needing One Signature search to identify contacts with one sponsor. For instructions, see "Holiday Cards Needing One Signature" on page Run the saved search Holiday Cards Needing One Signature. 2. Choose Tools > Reports. 3. Select and print the Contacts by Sponsor report. Figure 1-3: Select Contact by Sponsor Report Printing Labels for Cards with One Signature Assemble the cards and labeled envelopes, then route the Contacts by Sponsor report and matching cards to appropriate sponsors. 1. With the Holiday Cards Needing One Signature search results still displayed, choose Services > Automated Export. 2. Select the Mailing Labels Sorted by Primary Sponsor merge form, and make sure that All contact in the current folder option is selected. For instructions, see "Mailing Labels Sorted by Primary Sponsor" on page 24 This mail merge pauses before completing the merge, allowing the records to be sorted by the Primary Sponsor additional field LexisNexis All rights reserved. 9

10 3. Once the mailing labels are printed, match the mailing labels to the Contacts by Sponsor report, separating the labels and report pages by sponsor. 4. Put labels on envelopes, insert cards, then route the cards to the appropriate sponsor to sign. 5. Instruct employees to return signed cards to the department. Identifying Contacts Whose Card Requires at least Two Signatures Run the Holiday Cards Needing Two or More Signatures search to identify contacts with at least two sponsors (see page 19 for instructions on setting up this search). 1. Run the saved search Holiday Cards Needing Two or More Signatures. 2. Choose Tools > Reports. 3. Select and print the Contacts by Sponsor report (Figure 1-3). Printing Labels for Cards Requiring at least Two Signatures Assemble the cards and labeled envelopes, then route the Contacts by Sponsor report and matching cards to appropriate sponsors. 1. While the Holiday Cards Needing Two or More Signatures search results are still displayed, choose Services > Automated Export. 2. Select the Mailing Labels Sorted by Primary Sponsor merge form and print labels, and make sure that All contacts in the current folder is selected. For instructions, see "Mailing Labels Sorted by Primary Sponsor" on page 24 This mail merge pause before completing the merge, allowing the records to be sorted by the Primary Sponsor Additional Field. 3. Once the mailing labels are printed, match the mailing labels to the Contacts by Sponsor report, separating the labels and report pages by sponsor. 4. Put labels on envelopes, insert cards, then route the cards to the appropriate sponsors to sign. Instruct employees to sign each card, cross their name off of the distribution list, and pass to the next person on the list. The last person on the list to sign a card should return the card to the department. Managing Holiday Cards from Sponsors who have left your Organization During the year, users may have added contacts to the holiday card folders, and now those users have left your organization. You will need to determine what to do with their lists. TIP You can deal with users who have left your organization proactively by searching for all contacts they have sponsored immediately after they leave. For details, see the Employee Leaves Organization best practice document on the InterAction Product Resources page When you separate the Contacts by Sponsor report by sponsors, you may be left with two types of lists: holiday cards where the former employee was the only sponsor and holiday cards where the former employee was the Primary Sponsor, but there are other sponsors who want to sign the card LexisNexis All rights reserved. 10

11 For cards where the former employee was the only sponsor, determine who should review the list and/or sign the cards. Distribute as appropriate. For cards where there are additional sponsors, cross the former employee s name off the list and route the cards to be signed by the other sponsors on the list. Verifying Cards have Appropriate Signatures and Mailing Cards When cards are returned after being routed for signatures, ensure each card has the correct number of signatures. Seal envelopes and mail cards. Recording Activities for all Contacts who received a Card Activities appear in the users Alerts in Outlook and InterAction Web Client, and therefore alert the end user to the touch point with the contact. Additionally, activities are stored on the contact s associated company record, and provide a rich record of interactions with the entire company. For details about this process, see the following topics in the InterAction for Data Stewards and Users guide: Add an Activity Regarding Contacts Fields Entered for an Activity. To record activities for all contacts: 1. For each of the holiday card folders, mark all contacts, and choose Mark > Add Activity. 2. Add a global activity of type Mailing, and type <<Organization name and year>> Holiday Card Sent in the activity summary. Figure 1-4: Add Activity 2017 LexisNexis All rights reserved. 11

12 Procedures for Professionals Professionals need to add the appropriate contacts to either of the holiday card mailing lists in the InterAction Web Client. The following procedures describe how to add a contact to the appropriate holiday card list. These procedures should be followed after has prepared the holiday card folders ("Preparing Holiday Card " on page 6). For details about this process, see the Add Contacts to a List topic in the Using the InterAction Web Client and Desktop Integration guide. Adding My Contacts to a Holiday Card Folder NOTE can make this process easier by ing a link to the My Contacts Not on This List page to the professionals. See the Professionals Adding Contacts topic in the InterAction for Data Stewards and Users guide for more information. 1. Select Lists from the left-hand menu. 2. Select the appropriate holiday card list from the list of available marketing lists: Select Holiday Cards - No Signature if you do not wish to sign holiday cards sent to your contacts. Select Holiday Cards - Signed by Sponsors if you would like to sign the cards. InterAction displays a list of contacts contained on the selected holiday cards mailing list. 3. Click the Add Contact to List link. Figure 1-5: Adding Contacts to a List 4. Click Select From My Contacts. InterAction displays a list of your contacts who are not yet designated to receive a holiday card LexisNexis All rights reserved. 12

13 Figure 1-6: Contacts Not Sponsored by Me 5. Select the check box to the left of each contact who should receive a card. All checked contacts are added to the appropriate holiday card list. Any selected contacts that were not already on the firm list are added to the firm list. 6. When finished, click Save LexisNexis All rights reserved. 13

14 Adding Other Contacts to a Holiday Card folder Professionals can add contacts who are not on their list as well. To add other contacts: 1. Select Lists from the left-hand menu. 2. Select the appropriate holiday card list (with or without signatures) from the list of available marketing lists. InterAction displays a list of contacts contained on the selected holiday cards mailing list. 3. Click the Add Contact to List link. 4. In the Select Option page, select one of the following: Find Contact Select From My Contacts (see "Adding My Contacts to a Holiday Card Folder" on page 12) Create a New Contact Copy Contact From Another List Figure 1-7: Option for Adding a Contact to the List 2017 LexisNexis All rights reserved. 14

15 Holiday Card Configuration Summary The following table summarizes the configuration settings required to support the holiday card process. Area Recommendation Holiday Cards - No Signature Description: Contacts who should receive a holiday card from our organization. Type: List (without Sponsorship) Holiday Cards - Signed by Sponsors Description: Contacts who should receive a signed holiday card from our organization. Type: List (with Sponsorship) NOTE: InterAction provides a Holiday Card folder by default. This folder is configured as a List (with Sponsorship). This folder may be used for this process. Change the name of this folder to Holiday Cards - Signed by Sponsors to distinguish it from the Holiday Cards - No Signature folder. Global Additional Fields Global Classifications Activity Types Relationship Types User Groups Global Permissions Nomenclature Changes Other Configuration Settings Searches (InterAction Windows Client) See, "Searches" on page 17 None None Mailing None None None None Mailing Lists - Recipients with No Mailing Address Mailing Lists - Deceased Contacts Mailing Lists - Recipients Requesting No Mail Contacts Linked Into Both Holiday Card Holiday Cards Needing One Signature Holiday Cards Needing Two or More Signatures 2017 LexisNexis All rights reserved. 15

16 Area Reports Automated Exports Recommendation Contacts by Sponsor (InterAction out-of-the-box report) Mailing Labels Sorted by Primary Sponsor (see, "Mailing Labels Sorted by Primary Sponsor" on page 24) 2017 LexisNexis All rights reserved. 16

17 Searches Searches are helpful tools that let you quickly locate contacts in the holiday card folders. Throughout this document, you are instructed to run several different searches. This section contains information on how to create these searches in the InterAction Windows Client. For more information about creating searches, see the following topics in the InterAction for Data Stewards and Users guide: Create a Search Creating Search Expressions Running a Search The following searches are used throughout this document (Figure 1-8) "Mailing Lists - Recipients with No Mailing Address" on the next page " Lists - Deceased Contacts" on page 19 "Mailing Lists - Recipients Requesting No Mail" on page 20 "Contacts Linked into both Holiday Card " on page 21 "Holiday Cards Needing One Signature" on page 22 "Holiday Cards Needing Two or More Signatures" on page 23 Figure 1-8: Saved Holiday Card Searches [A] Saved searches are located in the Searches folder in the InterAction Windows Client LexisNexis All rights reserved. 17

18 Mailing Lists - Recipients with No Mailing Address The Mailing Lists - Recipients with No Mailing Address search finds contacts in the holiday cards folders that do not have a mailing address. Name Configuration Search in Search only the folders in the list below Holiday Cards - No Signature Holiday Cards - Signed by Sponsors Criteria Find all contacts that match these criteria Contact does not have at least one mailing address. General Search Name Description Mailing Lists - Recipients with No Mailing Address Finds all contacts in either of the holiday card folders that do not have a mailing address identified. Security The following user or group may Open this search The following user or group may Open and Save changes to the search 2017 LexisNexis All rights reserved. 18

19 Lists - Deceased Contacts The Lists - Deceased Contacts search finds contacts that are linked into the Deceased People folder and any one of the holiday cards folders. Name Configuration Search in Search only the folders in the list below Deceased People Holiday Cards - No Signature Holiday Cards - Signed by Sponsors Criteria Find all contacts that match these criteria Contact is linked into the Deceased People folder AND (Contact is linked into the Holiday Cards - No Signature OR Contacts is linked into the Holiday Cards - Signed by Sponsors) General Search Name Description Lists - Deceased Contacts Any contacts that are identified as deceased but are still included in at least one holiday card list. These contacts should be removed from all mailing lists. Security The following user or group may Open this search The following user or group may Open and Save changes to the search 2017 LexisNexis All rights reserved. 19

20 Mailing Lists - Recipients Requesting No Mail Clients, prospects, and other contacts may request that they be excluded from marketing mailings from your firm or organization. The policy on marketing mailings varies from organization to organization and holiday cards may not be considered marketing mail. If policy dictates that holiday cards are considered marketing mail, delete these contacts from the holiday card folder. Name Configuration Search in Search only the folders in the list below Holiday Cards - No Signature Holiday Cards - Signed by Sponsors Criteria Find all contacts that match these criteria (Contact is linked into Holiday Cards - No Signature OR Contact is linked into Holiday Cards - Signed by Sponsors) AND Contact is linked into * Send No Communications General Search Name Description Mailing Lists - Recipients Requesting No Mail All people on the mailing list who have requested that they receive no mailings. These contacts should be removed from the holiday card mailing list. Security The following user or group may Open this search The following user or group may Open and Save changes to the search 2017 LexisNexis All rights reserved. 20

21 Contacts Linked into both Holiday Card The Contacts Linked into Both Holiday Card search finds contacts that are linked into both the Holiday Cards - No Signature AND Holiday Cards - Signed by Sponsors folders. If a contact is found that is linked into both folders, the responsible data steward should remove that contact from the Holiday Cards - No Signature folder. Name Configuration Search in Search only the folders in the list below Holiday Cards - No Signature Holiday Cards - Signed by Sponsors Criteria Find all contacts that match these criteria Contact is linked into Holiday Cards - No Signature AND Contact is linked into Holiday Cards - Signed by Sponsors General Search Name Description Contacts linked into both Holiday Card folders Contacts that have been linked into both holiday card folders. Contacts linked into both should be deleted from the Holiday Cards - No Signature folder. Security The following user or group may Open this search The following user or group may Open and Save changes to the search 2017 LexisNexis All rights reserved. 21

22 Holiday Cards Needing One Signature The Holiday Cards Needing One Signature search finds contacts that have only one person designated as a sponsor. Name Configuration Search in Search only the folders in the list below Holiday Cards - Signed by Sponsors Criteria Find all contacts that match these criteria Other Sponsors (All Mailing List ) is empty. General Search Name Description Holiday Cards Needing One Signature Contacts in the Holiday Cards - Signed by Sponsors folder with only one person designated as a sponsor. Security The following user or group may Open this search The following user or group may Open and Save changes to the search 2017 LexisNexis All rights reserved. 22

23 Holiday Cards Needing Two or More Signatures The Holiday Cards Needing Two or More Signatures search finds contacts that have more than one person designated as a sponsor. Name Configuration Search in Search only the folders in the list below Holiday Cards - Signed by Sponsors Criteria Find all contacts that match these criteria Other Sponsors (All Mailing List ) has any value. General Search Name Description Holiday Cards Needing Two or More Signatures Contacts in the Holiday Cards - Signed by Sponsors folder with more than one person designated as a sponsor. Security The following user or group may Open this search The following user or group may Open and Save changes to the search 2017 LexisNexis All rights reserved. 23

24 Automated Exports Automated Export lets you integrate InterAction with other applications, such as Microsoft Word, to create documents such as labels and form letters. This section contains information on how to create the Mailing Labels Sorted by Primary Sponsor automated export, which can be used to print mailing labels for holiday card recipients. For additional information on automated exports, see the following topics in the InterAction for Data Stewards and Users guide: Creating or Editing Automated Export Forms Running Mail Merges with Automated Export Mailing Labels Sorted by Primary Sponsor The Mailing Labels Sorted by Primary Sponsor automated export prints mailing labels by the primary sponsor s last name. It is necessary to sort labels by sponsor s last name so that the label sequence matches the Contacts by Sponsor report. See Figure 1-9 for an illustration of how to complete these fields in the Automated Export Form Wizard dialog box. Field Form Name Form Description Action to Perform Merge Document Export File Configuration Mailing Labels Sorted by Primary Sponsor Print mailing lables sorted by Primary Sponsor's last name. Microsoft Word Mail Merge (Pause). Mail merge should pause prior to merging, to allow the exported records to be sorted by the Primary Sponsor name field. If you will be using another application to print mailing labels, then configure Automated Export to Display a Message when the contacts have been exported, then sort the file by Primary Sponsor field in Excel prior to printing labels. Merge document should be configured to your organization s standard mailing label size and content. Labels.csv 2017 LexisNexis All rights reserved. 24

25 Field Export Instructions Configuration Holiday Cards. Export the sponsor additional fields (include the Current List and then edit that field to include primary and other sponsorship information), and appropriate name and address fields, such as: Title First Name Last Name Company Name Mailing Address components Primary Sponsor Additional Field Also, sort the data by Sponsor and Last Name. Export Extensions None Figure 1-9: Mailing Labels Sorted by Primary Sponsor Automated Export 2017 LexisNexis All rights reserved. 25