Agenda - CRM PUG Meeting - 5-2-2019

Date

Power User Graphic

Attendees

  • Crystal
  • Jeff
  • James

Goals

  • Knowledge transfer - sharing challenges/solutions from OIT and between depts
  • Information dissemination - upcoming software updates and planned outages
  • Invitations - Upcoming training invitations and conference opportunities

Discussion items

TimeItemWhoNotes
5 MinsDecommission of Talisma Terminal ServerJeff
  • CRM Team will be decommissioning the Terminal Server.
    • Built mainly for those accessing via Macs
  • Soft decommissioning?
    • remove all access, but leave server on?
  • End users access will still be available via https://apps.oit.pdx.edu
    • Instructions on OIT Website and on CRM website
As Needed

Campaign Communications/Campaign Accountability

James

Crystal

Everyone

CRM campaign work at PSU is more distributed than ever before.
Therefore, we need to consider a different security/governance method to help avoid future issues.

Recent Campaign Issues here at PSU

  • Sending out wrong mailer
  • Sending out to wrong mailing list
  • Sending out mailers at the wrong time 

Issues cause extra work to the CRM team and others, to clean up the results of erroneous/automated campaign activities

  • Last issue caused CRM team more than half a day's work
  • Unintended mailings cause results that are not in line with PSU's desired appearance/reputation

Campaign Approval Process Suggestions

  • Tighter Permissions
    • management/creation of a campaign
    • activation of a campaign
  • Second Party Approval before activation
  • Approved and Activated Campaign
    • If opened and changed, it will be made inactive and must go through 2nd party approval again
  • Additional Suggestions...
    • Add manual step on new and periodic campaign that required regular attending to
      • And have best practice to check the numbers before sending out
    • Rule to turn off campaign if a change is made, to force the user to double check their work
    • Add date trigger to automatically turn off campaign if not re-checked before that date.
    • Have rules for Data Steward be different from non-data stewards
    • Add check of expected high-end number target audience and turn off if exceeds that number
    • Best practices check list



Crystal Clearwater <crystal@pdx.edu>



to OIT-CRM-PowerUsers-group

Hello Power Users,


Included below are the suggestions from our discussion regarding Campaign Communications/Campaign Accountability.


For those of you who were unable to attend the meeting, we had a robust discussion about the issues surrounding campaign communications and accountability here at PSU.  We all agreed that the current process leaves some openings for unintended actions and consequences such as:

  • Sending out wrong mailer

  • Sending out to wrong mailing list

  • Sending out mailers at the wrong time


These unintended campaign activities cause extra work to the CRM team and others.

  • Last issue caused CRM team more than half a day's work

  • Unintended mailings cause results that are not in line with PSU's desired appearance/reputation


Please take a look at the suggestions below (from the meeting).  Please reply with additional suggestions, now that you have had some time to consider the issue more thoroughly.

Campaign Approval Process Suggestions

  • Second Party Approval before activation - Tighter Permissions can be placed on campaign activities and activity permissions can be separated to ensure that a second staff member approval has taken place

    • Permissions for management/creation of a campaign

    • Permissions for activation of a campaign

  • Campaign Re-approval after modification of an approved/activated campaign

    • If an approved/activated campaign is opened and changed, a rule can be created which will set the campaign to inactive, whereby it must go through 2nd party approval again, or have the author recheck their work

  • Probationary Period for new campaign authors (# of months or # of campaigns)

    • Author will have their work checked by an additional person until probationary period is over

  • New management fields on the Campaign object

    • next review date field (after that date, the campaign is deactivated until reviewed)

    • expected number of targets field (rule will check if the expected number of targets are approximately what was expected, if not, the campaign will be deactivated)

    • checklist complete field (Campaign Creation Checklist must be adhered to before the campaign can be activated

  • Have rules for Data Steward be different from non-data stewards


Potential issues with more Campaign restraints

  • danger - creating rules that deactivate campaigns without the right staff members being informed and staff members assume the campaigns are still running

  • danger - requiring second staff member approval, which eventually becomes a rubber stamp

Thank you for your continued participation in the CRM Power User Group.  You feedback is invaluable.
Best, 
Crystal

Action items

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