02_Setting up Memberships_Nov2014 Draft

Transcription

1 02_Setting up Memberships_Nov2014 Draft 1

2 Overview of today s training session Today s session is about covering concepts that will help you understand what is involved in setting up membership types, as well as covering available options to you. We will cover: Member and Membership definitions Different Membership Types available Phases of the Membership Cycle and respective Status types Considerations when setting up Membership Types How to setup / create, edit or delete membership types. To begin.. It is important to be clear on the difference between a member and a membership, so we ll begin with some definitions. 2

3 When we refer to Members we are referring to people. When we refer to Memberships, we are referring to the services and resources the membership holder has access to. The moment a user completes a membership application / sign-up form on the front end they become a contact in the database. A contact profile (or record) is created when we have a first name, surname and address this means that the user becomes a contact in the database before they complete the process to become a member. Once their membership sign-up form is complete, or their application approved, the contact then has a membership type and status added to their contact profile they have become a member and are now eligible to access certain services based on the membership type they purchased. 3

4 While there are many different Membership Types, they will all be broadly classified as either an Individual Membership, or an Organisation Membership. For your organisation do you have both individual and organisational membership types? How would it be possible for a person to have 2 memberships? How would it be possible for an association to have only 100 active memberships, but 300 active members? 4

5 Membership Lifecycle A membership has three key phases below is a summary, with the detail outlined on the following pages. (Refer to the one page document here if you wish for an overview) Sign up: this can be completed online by the applicant or in the back end by an administrator. Renewal: which includes system generated reminders, and the ability for the renewal to be processed by the renewing member or by an administrator. Expiration: with the option of up to 3 warning reminders, a post-expiry renewal period, post-expiry extended access to membership information, and eventual archiving 5

6 A word about Status types before we look at the 3 Phases in more detail Active, Expired and Pending are membership status types that are determined by system defined behaviour. Typical examples of behaviour that triggers status change include: Behaviour Trigger: Online payment Cheque Payment Application for membership regardless of payment type Membership expiry date passes Moves the membership to a status of: Active Pending / Pending Payment An administrator will have to change this status to active once the cheque has been received and the funds cleared Pending / Pending Approval / Pending Payment & Approval Where the association has an approval / audit process for their membership types Expired Pending: This status type requires administrator intervention / action to move from Pending to either Active or Expired. You are able to customise the Pending status name if you need to, and create other pending status types. 6

7 Sign up: this can be completed online by the applicant or in the back end by an administrator. Note that once a membership has a Pending Status it requires administrator action. Pending status types are customisable, for example: An offline payment (cheque) can go to a Pending Payment status. Once the cheque is received an administrator marks the order as Payment Received (in the Commerce section); the membership type can be set up so that this action triggers the status to change to active; alternately, the administrator can change the status manually. An online payment, (credit card) can go to an Active, or a Pending Approval status. If you have an approval process, all membership applications go to a Pending Status while the approval is being processed. An administrator will need to manually change the status to active once the application is approved. 7

8 Renewal: which includes system generated reminders, and the ability for the renewal to be processed by the renewing member or by an administrator. The system can send up to 3 Expiry Warning s The purpose of these s is to remind the member that they are approaching the membership expiry date, prompting them to renew on the front end via a link. In the example above the member will receive 3 s, sent at 60 days, 30 days, and then 7 days prior to the expiry date. You determine how many are sent and when via a field in the Membership Type setup form. Once the Renew button appears, members can renew on front end -Online payment types usually go to automatic Active Status, (up to you though) -Offline payment options go into a Pending Status waiting administrator action. Changes to Status or Membership type As an administrator, you can also renew someone s membership on the back end. At any stage administrators can change the status manually. 8

9 Expiration: The day after the expiry date, the system changes the status to Expired. Post-Expiry s You can send up to 3 , reminding the contact that their membership has now expired; as with the pre-expiry s, you determine the point at which these are sent, e.g. 7 days after expiry, etc. Extended Access to Member-only Areas If you wish, you are able to set a time period during which the contact can still access the areas of your site reserved for members. Some people erroneously think of this as a grace period - it is not a grace period, as the contact s membership has expired and they are no longer eligible for member rates, (discounted event registrations, for example). Auto-Archive Expired Memberships After a given period, (determined by you), the membership can be automatically archived. This assists in keeping relevant data in your membership lists and extracts. Archived Membership data can still be used for marketing purposes, or extracts nothing is lost. 9

10 Membership Categories and Types Your membership categories and types are setup by IVT during the initial project deployment. Membership Categories Membership Categories help you to organise your membership types this is particularly important if you have many different membership types. Membership Categories and Types are set up in: Memberships>Setup>Membership Types To create a Membership Category: 1. Go to Memberships>Setup>Membership Types 2. Click on the New Category button The Category form will open, (see next page ). 10

11 Create a Membership Category 1. Go to Memberships>Setup>Membership Types 2. Click on the New Category button and the Category form will open. 3. Complete fields (see table) 4. Save Field Title URL Title Order Index Description Description Category Title Self-populates Prioritise the category order in the list. This description appears in Category List View under the Category name. It also appears under the Category Heading in Record List View, (the list of different membership types within this category). You may choose not to add a description if your category types are self-explanatory. 11

12 Setting up Membership Types Membership Types are set up in Memberships>Setup>Membership Types Your membership types are setup during the initial project in conjunction with IVT. This section is about the functions of setting up a membership type, (see relevant manual for information on day to day administration tasks). 12

13 Setting up Membership Types In this section we will look at the Membership Types Form, including some important fields. To create a Membership Types: 1. Go to Memberships>Setup>Membership Types 2. Click on the New Type button. The Membership Type form will open as depicted above; scroll to see all fields. Membership Type form The form is comprised of several tabs. Each tab has numerous fields the way these fields are set up controls the behaviour of the membership type. We will go through the various fields on this form to help you understand the type of data required to setup and maintain a membership type. NB: Once your system is live, changes to existing membership types will affect all existing memberships therefore make changes to existing types with caution. 13

14 Before we cover Minimum membership days (which relates to pro-rata settings), we will look at automatic changes to status based on methods of payment. Status Changes To help manage application of status types there are a series of drop down fields. There is a drop down field for each membership scenario which determines what the status will be; this usually differs based on whether the payment was online or offline, and whether you have an approval process. In the example on this slide the membership has an approval process. Field Membership With Payment Type The Status will be New Membership Status Online Payment Application Online (e.g. credit card) Pending Approval New Membership Status Offline Payment Application Offline (e.g. cheque) Pending Approval and Payment Renewal Status Online Payment Renewal Online (e.g. credit card) Active Renewal Status Offline Payment Renewal Offline (e.g. cheque) Pending Payment 14

15 Status Changes -explain each option -explain the impact of an early renewal payment for with cheque 15

16 Renewal Window The renewal window is the period before and after the expiry date when memberships can be renewed. Two fields control when the renewal button is enabled on both the front and back end. Days Access After Expiry Once a membership has expired, the former member may continue to have access to member-only parts of the website based on their membership type, (and any other permission groups they had access to), if you choose to grant it, for a limited period. Your association may choose to do this as a gesture of good-will for those who are late with their membership renewal payment although it will extend to those who have decided not to renew as well. This extension allows former members to continue to access information not member discounts. 16

17 The fields that affect the renewal window are: Days Renewable Before Expiry: Days Renewable After Expiry: date that the renewal button appears. Renewal button is available up to and including this date. Member / Group Access Days of Access After Expiry field You can allow someone to continue to access information on the system, (such as their membership area, or any other permission groups they may belong to), after the expiry date. The expired member is not eligible for any member discounts until they have renewed their membership. Determine how long you want members to continue to access this information and put that value in the Days of Access After Expiry field. 17

18 Steps Toward Expiry 18

19 Steps 1 & 2 Toward Expiry 1. Decide how many Expiry Warning s you will send and when. 2. Enter a value in the applicable field(s) specifying when the selected will be sent. The fields are: 1 st Expiry Warning 2 nd Expiry Warning 3 rd Expiry Warning 3. Enable the s following the usual process. Refer to the section of the quick reference guide for details. 19

20 Post Expiry Reminder s These work much the same way as the Expiry Warning reminder s. 1. Decide how many you want to activate 2. Complete the fields indicating how many days after expiry you would like the s to be sent. The fields are: 1 st Post Expiry Reminder 2 nd Post Expiry Reminder 3 rd Post Expiry Reminder 3. Enable the s following the usual process. Refer to the section of the quick reference guide for details. 20

21 Delay Renewal Status until Expiry Date field Depending on your association s rules, receipt of a non-live renewal payment (such as a cheque) causes a status change as nominated by you in the following two fields: On Live Payment (Renewal) field and On Non Live Payment (Renewal )field Usually this would mean a change to a Pending Payment or Pending Approval status, which would block the member from accessing member benefits until the payment is received, and the membership status changed to Active. That s fine if the renewal payment arrives after the expiry date, however, if a member goes through the renewal process early, their Membership Status should remain Active until the expiry date you need to delay the renewal status change. To avoid inconveniencing your members, activate the Delay Renewal Status until Expiry Date field checkbox. When this field is selected, the system will not apply any status change until the expiry date has passed. This means that the member s current benefits remain unchanged until the expiry date. If A status of Pending has been selected in either of the above fields, and The Delay Renewal Status until Expiry Date field has not been been activated, (ticked) Then Members who renew with a non-live renewal payment prior to their Expiry Date will not be able to access their membership even though their membership has not yet expired! TRUST US TICK THE BOX AND LEAVE THE BOX TICKED! 21

22 When will THE Memberships expire? Will memberships expire on the anniversary date of signup, (typically 12 months)? If yes skip pro-rata & Minimum Membership Days slides Will all memberships expire on a fixed date? Fixed expiry dates are typically either December 31 or June 30 end of either the calendar or the financial year. The system can calculate a pro-rata rate for new members based on the pro-rata period. You can decide whether to calculate pro-rata on a daily, weekly, monthly, quarterly, six monthly or annual basis. This is based on how many days are remaining until the fixed expiry date along with the pro rata payment required. It also takes into account a period called Minimum Membership Days which we will discuss soon, along with the Pricing Tab form for calculation options. 22

23 Pro Rata Payments field. If you want all memberships to expire on the same date, regardless of when the member joined you need to activate the: Pro Rata Payments for Sign Up field. (If you are using anniversary date expiry select the Do Not Fix Expiry Date field & skip this & the next two slides). Enable Pro-rata Payments Pro-rata payments are enabled on the Membership Type form by enabling a fixed expiry date. Go to Memberships>Setup>Membership Types Click on the type and then the Details>Settings tabs 1. In the Enabled Fixed Expiry Date field, select Align with Fixed Expiry Date 2. In the Fixed Expiry Date field, select the fixed expiry date If you decide to switch from a fixed expiry date, to an anniversary date, activate the Pro Rata Payments for Renewal field. See the following in the support centre: 23

24 Minimum membership days You also need to decide on a cut off date for allowing pro rata sign up. Membership sign-up after this cut off date will require the new member to pay for the remaining pro rata period and the full membership period. For example: The Expiry date is June 30 and the Minimum Membership Days is set as 30 days, (June 1) If sign up occurs on: May 31 the membership will expire 30 days later on June 30. If sign up occurs on: Then June 1, within the Minimum Membership Days period, the membership will expire 395 days later, (30 days plus 1 year), on the fixed expiry date of the following pro-rata period. 24

25 Minimum membership days Once you have decided how many days prior to the membership expiry date that you will cease to accept pro rata payments, put this value in the Minimum Membership Days field.. For example, 30 days Impact on Expiry Date: If the number of days between signup and the fixed expiry date is less than this value, the membership fee will cover the number of days until the following fixed expiry date. e.g. 25 days + 12 months 25

26 Pricing Options Tab This tab controls financial settings for the membership type. Field Pricing Options Payment Group GST Status Apply GST to International Memberships Show start / end date on invoice Show Contact On Invoice Early Renewal Discount End Show Category On Invoice Late Renewal Days After Expiry With Payment Type Click on the selected option to view or edit pricing details. Click on the button to add a new pricing option. See next slide for details. If you have multiple payment groups, apply the applicable payment group here, (e.g. NZ $ and tax rate). Select relevant option Tick the box if GST applies to memberships purchased by people living outside Australia. Membership dates; particularly valuable to pro-rata new memberships. Member name Company name Tick the box if you want to display the Membership Category on the invoice Number of days after expiry AFTER which a late renewal fee will be added to the membership fee. Must be within the Days Renewable after Expiry period or it won t be applied. 26

27 Pricing Options Form In this form you can: edit an existing pricing option including ledger code details, fees, signup cost, renewal cost, pro-rata calculation period. For each cost item you can apply: a price GST status Pro-rata period (for applicable costs on pro-rata membership types for either signup or renewal) Three financial integration codes 27

28 Member Benefits Tab 1. In the Member Benefits field, complete the following for each status type: (Click on the status type) 2. Complete the three fields on the right by clicking on the member benefits that apply to that status type. NB: The fourth field (Member s Post Nominals) can be enabled for you if applicable 3. In the Member Certificates Field, (if you are using Member Certificates) If applicable to this membership type, tick the box. 4. In the Upgradeable Memberships Field, select all types that this membership type can renew to. 5. Save Upgradeable Memberships Field This may be an upgrade, or it may simply be a change to a different membership type at the time of renewal. At renewal time, selected upgradeable memberships will appear along with this membership type the member selects the type that they want to renew / switch to. If no options are selected this membership type can only renew to the same type and pricing option. 28

29 Public Display Tab This tab has WYSIWYG Editor fields available for you to add the information on the front end that describe your membership types. It is critical that this information be added prior to your site launch. The first two fields relate to whether this membership type is: Public: Select this to view the membership type on the front end. Visible in Public Type Lists: Select this if you want the type to be visible in Membership Type Lists on the font end. There are four WYSIWYG Editor fields on this tab: List Description: Brief description that displays in list view. Page Content: The web page that explains this membership & its benefits Renewal Description: The web page that displays when the membership is renewable Content After Renewal: The web page that displays after the member has renewed Content After Sign Up: The web page that displays after sign up for this membership. Resource Files Field Use this field to upload documents that the new / renewing member can access after signup / renewal. 29

30 Prerequisites Tab Some associations have specialist membership types where you have to hold an initial membership as a prerequisite to having the specialist membership type. Where this is the case complete the following fields Field Explanation Any Prerequisites Required All: all selected membership types in the Prerequisite Membership Types field must be held. Any: a minimum of any one of the Prerequisite Membership Types field must be held. Prerequisite Lost Status Status type that this membership will change to if the prerequisite type and status (indicated in next field) is lost. Prerequisite Membership Types To obtain this membership type, the potential member must hold all /any of the membership type & status indicated in this field. 30

31 Goals Tab If you are using the CPD module, indicate required / assigned goals on the Goals Tab. In this example the test goal is: assigned upon signup needs to be completed (required) in order to allow renewal, and is assigned again upon renewal. Field Explanation Goals Required Any goal selected here (created in the CPD module)is a prerequisite for signup / renewal to this membership type. If the goal is has not been achieved the signup / renewal won t be permitted Goals Assigned Select the goals from the CPD module that are assigned to this membership upon either signup and / or renewal. 31

32 Membership Signup Forms It is possible to have different sign up forms for different membership types. In the Membership Type form, there is a select list field used to identify which signup form is in use for this membership type. You can also create one form for the initial signup, a different form for renewal, and a different one again for updating details. All these forms are created and maintained in: Memberships>Setup> Signup forms The signup form uses similar functionality to the forms module that we covered in Content Training, for instance, you can copy an existing signup form and edit the name and fields to create a different form. What makes these forms different to the ones under the Tools section, is that these forms are intended to read / write to the contact database. The fields are colour coded to indicate whether they are Contact fields, Company fields, Form Only fields, or customised database fields. To view the Membership Signup Form go to: Memberships>Setup> Signup forms Click on the relevant signup form to view the fields, or click on New Form. 32

33 Read / Write Functionality: The fields on this form are all linked to the contact database, and are usually configured to be read and write. This means that when someone is logged in on the front end, data from the Contact Database will prepopulate the fields; any changes made when completing the form will also write to the Contact Database. Colour Coding: Most of the field types are the same as the ones we covered in content training, (e.g. checkboxes, radio buttons, etc.), however an obvious difference is the colourcoded fields. Pink Company fields: information that relates to the employer Green Contact fields: information that relates to the individual Blue customisable contact fields: use these to gather data specific to your needs that you want added to the contact profile Show Data From Other Forms: When this is selected, any data already populated from other forms will display. The only time you would need to disable this is if you have a search directory where members may need different data; for example, a company with offices in three different locations needs three different entries, (one per address). Add Existing Fields: This is a useful feature - it is a list of all existing fields that have been used recently, but are not on this form. Check this list before adding a field to avoid duplication, and optimise your contact data. 33

34 Submitted Form Data: This is seen in the back end... Explain where the outcome is seen or mention that it is covered in admin training 34

35 Submitted Form Data: This is seen in the back end... More detail about where to view submitted membership form information is covered in the Membership Management and Administration training. 35

36 Submitted Form Data: Scheduled tasks are accessible only by IVT. Prior to your site launch, your Project manager will activate all necessary scheduled tasks in a particular order so that your system works optimally. 36