CONSTITUENT MANAGEMENT AND ADMINISTRATION - University of Guelphaadtraining.uoguelph.ca/pdf/Constituent Management and... · 2018-07-19 · In almost all cases, University of Guelph

Last Revised Date: July 19, 2018 1

CONSTITUENT MANAGEMENT AND ADMINISTRATION

CONSTITUENT MANAGEMENT AND ADMINISTRATION Constituents are the individuals and organizations who support your mission and fundraising efforts. Constituents can be donors, board members, volunteers, trustees, corporations, businesses, foundations, major donors, prospects, or event attendees.

Constituent records in CANNON CRM allow you to manage relationships and interactions with each of your constituents. Data from constituent records are used to process and analyze reports, mailings, and exports. These processes and analyses help you cultivate a relationship with your constituents.

In almost all cases, University of Guelph does not delete names and contact info. Data should be end dated where appropriate if the information changes and a new record added.

Individual Constituents

Add an Individual

After you search for the constituent and he or she does not have a record, you can add a new constituent record.



To Add an Individual Constituent:

1. On the navigation bar, click

2. In the Individuals and Households task group, click

3. Complete the fields and options on the Add an individual window.

4. Click Save.

The Add an individual window contains three tabs where you enter information about the constituent. The following table identifies the tabs and includes a description of each.

Tab Description

Individual

Enter personal and primary contact information for the new constituent. The Last Name and First Name fields are required by CANNON CRM to create a new individual record.

In the Information source field, select the information source for the contact information. Sources are used to help you track additional information about the reasons contact information is added or changed.

Nickname will be used for the “commonly” used name (eg. David Smith – nickname Dave)

Alias will be used as a reference and informal purposes (eg. Maiden name, previous name). This will not be used as a name format but you can search by alias name

Household

Enter the individual’s spouse or partner relationship information. Once you save, an individual record is created and a household record is created. The purpose of a household is to group multiple constituents who live together at the same address.

Do not add spousal information at this stage. After creating the individual, use the “Add a Spouse” action to create/link to the spouse.

Business

Enter the new individual constituent’s business/employment information. Be sure to search for the organization record in the Search existing constituents field.

If the organization does not exist, click the Add a new constituent icon to add the organization record on the Business tab.

Add a Spouse – from Tasks Using the “add a spouse” task initiates a workflow process that helps the user review important aspects of a constituent’s record.



To Add a Spouse Relationship:

1. Open the constituent record.

1. On the explorer bar under Tasks, click Add spouse.

2. In the Spouse field, select whether the spouse or partner is an existing constituent or a new

constituent.

• Search for and select the existing spouse or partner. • Click the New icon to add a new constituent record for the spouse.

3. Select the relationships the individual constituent and the spouse or partner have with each other and enter the date the relationship started.

4. Click Save. The user is now presented with the Marriage Workflow

Duplicate Record Check

When you add a new constituent, the CANNON CRM uses the name and address entered to verify the constituent does not already exist. If the CANNON CRM finds another individual constituent with the same last name and address information, the duplicate search screen displays all possible duplicate constituents.



To Resolve Duplicate Constituents:

1. When you save a new constituent, CANNON CRM may display possible duplicate matches.

2. Select how to handle the new constituent:

• If the new constituent matches the existing record, select the existing constituent from the list of potential matches and click Confirm this record as a match.

• If the new constituent is not a duplicate, click Add this as a new record.

3. When you select Confirm this record as a match, several options display on the right:

• You can use the Ignore, Add, and Replace links to choose how to update the fields in red. • Fields to be updated appear in green. • If you do not want to replace primary address, email, or phone number on the existing record,

you can add the new value as a secondary contact.

The Replace option should not be used. In most cases, where there is updated address information, the old info should have an end date and the new information will be a new addition. Replace should only be used in case of correcting an error, typo that was detected within days.

**NOTE: If both records have matching gift claim commitments made on the record, the matching gift claim commitment will need to be manually changed to the target organization prior to the duplicate merge. Once the commitment has been changed, the Revenue payments will transfer during the merge.



Contact Tab

On the Contact tab, you manage the constituent’s addresses, phone numbers, email addresses, and social media accounts.

In most cases, contact information should never be deleted. We will use end dates to make any info inactive.

If you have an address, phone or email on the system, there must be at least one of each to be active and marked as primary. We can add a “do not mail” clause if that one existing contact info is inactive.

Add Contact Information

You can add addresses for a constituent and designate one address as the primary address.

Once an address has been entered, a primary address must be defined. You cannot have an end date on an address if only one address exists. The “Do not send mail to this address” with the reason of “inactive” can be used in cases where constituent does not wish to receive anything from this address.

To Add an Address:


2. Select the Contact tab.



3. On the Addresses action bar, click Add.

4. Complete the fields and options on the Add an address window.

Select the type of address to add and enter the address information.

For Advancement staff, the UofG campus address will be selected as the primary address. Types that will be mainly used will be Home, Business

Enter the date the constituent begins use of the address.

1. If this is a seasonal address, enter the day and month when the constituent uses the address.

2. Mark this checkbox if the constituent changed to the address from an address currently on the constituent record. In the Old address field, select the former address. When you save the new address, CANNON CRM marks the selected old address as a former address.

5. Click Save.

All address input should be using Canada Post standards (Addressing Guidelines)

You can add email addresses for the constituent and designate one email address as primary. You can also select whether to send mail to the email address.

Once an email address has been entered, a primary email must be defined. You cannot have an end date on a primary email if only one exists. The “do not send email to this address” can be used in cases where constituent does not wish to receive anything from this email.

To Add an Email Address:



3. On the Email addresses action bar, click Add.

4. Complete the fields and options on the Add an email address window.

5. Click Save.

For Advancement Staff – The UofG email address will be selected as the Primary Types that will be mainly used will be Email, Home, Business, Campus

You can add phone numbers for the constituent and designate one number as the primary phone number. You can also select whether to use the number to contact the constituent.

Once a phone number has been entered, a primary number is defined. You cannot have an end date on a primary phone number if only one exists. The “do not call this phone number” with the reason of “number disconnected or reassigned” can be used in cases where constituent no longer is associated with that number.

https://www.canadapost.ca/tools/pg/manual/PGaddress-e.asp?ecid=murl10006450



To Add a Phone Number:



3. On the Phone number action bar, click Add.

4. Complete the fields and options on the Add a phone number window.

5. Click Save.

For Advancement Staff phone numbers – use “Campus” Type and will be used as the Primary contact Types that will be mainly used will be Home, Business, Campus

Households

The purpose of a household record is to group constituents so that you can track the activities and giving of family members living under one roof.

These are some special properties of household groups:

• CANNON CRM will automatically create a household with both parties as a member whenever a spouse relationship is established.



• A constituent can only be an active member of one household but can be a part of any number of other groups and committees.

• Creating a relationship at the household level also creates a relationship in the constituent record. • Household and group records display in constituent searches. This can be controlled under advanced search

options. • Correspondence preferences can be set so that mailings are sent one per household, or to individual

members of the household.

Group/Household Relationships

A group or household relationship is the relationship a constituent has with a group or household record.

Having a relationship with a household or group does not mean the constituent is a member of the household or group. A constituent may have a relationship with a group because he provides a service, but he may not be a member of the group.

Households will only be used for spouses at this time. We will not be using Households for children. Children will be add as Relationships if there is a valid reason to have this record.

To Add a Group/Household Relationship:


2. Select the Relationships tab.

3. Click the Relationships second-tier tab.

4. On the Relationships action bar, click Add group/household.

• In the Related constituent field, click the search icon to search for the group or household to add as a relationship.

• Select the association each constituent has with the other and enter the start and end dates of the relationship.

• Select whether to credit the constituent for revenue received from the group/household. Also select whether to credit the group/household for revenue received from the constituent.

• In the Comments field, enter any additional information about the relationship.

5. Click Save.

To Remove a Spouse Relationship:

If there is a spouse related to the record, the Remove spouse task displays so you can dissolve the relationship.




2. On the explorer/task bar, click Remove spouse.

3. Select the new relationships for the constituent and former spouse.

For Separation/Divorce - change relationship type to EX-SPOUSE/PARTNER and add an end date = date of separation (if known) or date UofG was notified

For Death of one spouse – change the relationship to Surviving Spouse/Partner & Deceased Spouse Partner and add end date = date of death (if known) or date UofG was notified

4. If the constituent and spouse are members of a household, determine whether to dissolve the

household.

i. In case of Separation/Divorce : Household should be dissolved

ii. In case of Death: Household should not be dissolved unless/until the surviving spouse enters into another relationship where they create a household (eg. they remarry)

iii. If unknown the reason – select separated

5. Click Save.

6. The workflow will then begin to update the constituent information – In the Personal Information, Edit the marital status



7. Click Save.

8. Go to the constituent record to ensure alias and name format has been edited to reflect this.

Dissolving Households

You can dissolve a household when a member leaves and the household does not remain intact, such as in the case of divorce

To Dissolve a Household:

1. Open the household record to dissolve.

2. Under Tasks on the explorer bar, click Dissolve household.

3. In the Date field, select the date the household dissolves.

4. In the Reason field, select the cause of the dissolution.

5. Click Save.

If a spouse dies, the household will only be dissolved if the spouse remarries. Until then, the household will still stay intact.

Personal Info Tab

On the Personal Info tab, you can view and manage personal information about the individual constituent. The following table identifies the second-tier tabs available, and includes a description of each.



Second- Tier Tab

Description

Personal

View and manage personal information about the constituent including. nickname, maiden name, birth date, website, interests, demographics (including ethnicity), and alternate look up IDs (such as from legacy systems).

Accommodation Requirements and Dietary Restrictions are labeled here. In the case where “Other” is selected, the details can be found in the Attributes Tab

You can also manage name formats used on correspondence mailings, and add aliases, including former names, acronyms, and alternate names.

Constituencies You can view and manage the constituencies the constituent has with Guelph.

Name Formats

In the Name formats frame, you can add multiple addresses and salutations for communicating with a constituent. You can also designate a name format as the primary addressee or salutation.

The primary addressee is how the constituent requests to be addressed on envelopes and labels. The primary salutation is how the constituent requests to be greeted in communication.

When adding a new constituent, several default naming formats are created automatically.

By default, the “Individual Formal Addressee” is the Primary Addressee, and the “Individual Formal Salutation” in the Primary Salutation

Many mail processes leverage the Primary Addressee and Primary Salutation, so this should be considered before adjusting an individual’s Primary Salutation or Addressee



To Add a Name Format: 1. Open the constituent record.

2. Select the Personal info tab.

3. Select the Personal second-tier tab.

4. In the Name formats action bar, click Add.

5. Complete the fields and options on the Add name format window.

• In the Type field, select the type of name format to add. • In the Site field, leave the selection defaulted to All sites. • Mark the Primary addressee checkbox if this is the format you will use to address the constituent

most often. • Mark the Primary salutation checkbox if this is the format you will use most often. • Select whether to use an automatically formatted name or a custom name format.

6. Click Save.

Constituencies Tab



Constituencies define the affiliations constituents have with Guelph. A constituent can have multiple constituencies that can start, end, and overlap. You can use constituencies to define these relationships and group similar constituents in queries, mailings, and reports.

Constituency Types

CANNON CRM provides several system-defined constituency types. Some can be manually added to constituent records, and some are added automatically by performing certain tasks.

Guelph can also configure additional constituencies to meet your unique needs. These constituencies are referred to as “user-defined.”

Constituent types are defined as follows in the order of the Constituency hierarchy displayed on a record:

Constituency System Defined?

Constituent Type

Application Method

Description/Business Rule for Application

Alumnus Yes Individual Automatic An individual with an education record from UofG, Ridgetown, or Kemptville with a status of "Graduated."

Associate Alumni No Individual Manual (Ad hoc) An individual who has been named an Associate Alumni.

Board of Governors

No Individual Manual (Ad hoc) An individual who is currently a member of the Board of Governors of UofG.

Board of Trustees No Individual Manual (Ad hoc) An individual who is currently a member of the Board of Trustees of UofG.

Former Board of Governors

No Individual Manual (Ad hoc) An individual who is a former member of the Board of Governors of UofG.

Former Board of Trustees

No Individual Manual (Ad hoc) An individual who is a former member of the Board of Trustees of UofG.

Faculty/Staff No Individual Manual (Global Change)

An individual who has an employment record with an UofG entity with a job schedule = Active

Advancement Staff

Yes Individual Manual (Ad hoc) An individual internal to UofG Advancement with Advancement responsibilities. (Added by Cannon IS team – employee onboarding process)

UofG Retiree No Individual Manual (Global Change)

An individual who has an employment record with a UofG entity with a schedule of "Retired."


Constituent Type

Application Method


Student Yes Individual Automatic An individual with an education record from UofG, Ridgetown, or Kemtpville with a status of "Currently Attending."



Parent of Current Student

No Individual Manual (Global Change)

An individual with a "Parent" relationship to a currently attending student (i.e. someone with the "Student" constituency).

Parent of Alumnus No Individual Manual (Global Change)

An individual with a "Parent" relationship to a graduate of UofG (i.e. someone with the "Alumnus" constituency).

Vet Clinic No All Manual (Ad hoc) An organization that is a vet clinic (required in order to be part of the Vet Portal system).

Foundation No Organization Manual (Ad hoc) An organization that is a charitable foundation.

Government Government

Organization Manual (Ad hoc) An organization that is a level of government.

Association Association

Organization Manual (Ad hoc) An organization that is an association.

Corporation No Organization Manual (Ad hoc) An organization that is a corporation Major donor Yes All Automatic A constituent with a lifetime giving total

(including recognition credit and all revenue types) greater than or equal to $25,000.

Top Prospect No All Manual (Ad hoc) A prospect that has been identified by Donor Relations taking the current pipeline of $500 000 or more (Donor Relations adds this constituency).

Major giving prospect

Yes All Manual (Ad hoc) A constituent that has been approved as a prospect (added by one of the Prospect Management processes).

Planned giver Yes Individual Automatic A constituent with a verified planned gift on their record.

Loyal donor Yes All Automatic A constituent who has given (including recognition credit and all revenue types) for 5 consecutive years.

Donor Yes All Automatic A constituent who has given (including recognition credit and all revenue types) within the past 5 years.

Recognized donor Yes All Automatic A constituent who has been included in a recognition program (Corporate Leaders, Lifetime Giving Councils, J.D. MacLachlan Society, Order of OAC, President's Council).


Constituent Type

Application Method


Event registrant Yes All Automatic An individual who has registered for an event (historical or current).



Committee member

Yes All Automatic A constituent who is a member of a committee in CANNON.

Vendor/Event Vendor

Yes All Automatic A constituent who has been added as a Vendor on an Event expense.

Relation only Yes Individual Automatic A constituent with a relationship with another constituent, but no other constituency assigned.

Bank Yes Organization Automatic An organization that has been set up as a bank in the Treasury area.

Committee Yes Groups Manual (Ad hoc) A group who with certain capabilities (can coordinate events, can solicit revenue or can set goals).

Tributee/Acknowledgee Only

No Individual Manual (Global Change)

A constituent who is a tributee or an acknowledgee with no other constituencies.

Fundraiser Yes Individual Manual (Ad hoc) An individual who is responsible for raising funds (or supporting another fundraiser). This constituency is required to permit access to many prospect related activities/reports (Added by Cannon IS team – employee onboarding process)

UofG Entity No Organization Manual (Ad hoc) An organization that is a college, department, or other business unit at UofG.

Add a Constituency

On the Constituencies tab of a constituent record, you can add and manage constituencies.

To Add a Constituency to a Constituent:


2. Select the Personal Info tab.

3. Select the Constituencies second-tier tab.

4. On the action bar click Add, and then select the constituency to add.

5. Enter the start and end dates of the constituency. If the duration of the constituency is undetermined, leave the Date to field blank.

6. Click Save.



Relationships Tab

Relationships are familial, social, or professional associations for the constituent. A relation must have a constituent record in CANNON CRM.

Relationship Information is tracked on multiple second-tier tabs. The following table identifies the second-tier tabs available and includes a description of each.

Second- Tier Tab Description

Relationships View and manage the relationships and employment history for the constituent.

Group Members View information about the groups or household the constituent is a member of.

Relationship Tree View a relationship tree of a hierarchal view of the constituent’s relationships entered on the Relationship tab.

Extended Relationships View organization with a confirmed relationship with the constituent. View all relationships identified by WealthPoint for an individual constituent, constituent group, or households.

Relationship Maps A graphic representation of the constituent’s relationships

Committees View information about the committees the constituent is a member of.

Individual Relationships

Individual relationships are the people with whom the constituent is associated including spouse, friend, family member, or business associate.



To Add an Individual Relationship: Spouse should not be added here. Please refer to “Add a Spouse” from Task on page 14



3. Select the Relationships second-tier tab.

4. On the Relationships action bar, click Add individual.

5. Complete the fields and options on the Add a relationship window.

6. Click Save.

Primary Relationship Tab

On the Primary Relationships tab, you identify the related individual, determine the relationships each constituent has with the other, and choose how to apply recognition credits for the relationship you are adding.

By default, the only recognition types that are added are “Spouse/Partner” recognition credits during the Add Spouse process.



Additional Relationships Tab On the Additional relationships tab, you can define the relationships between the individual and the additional members of the household.

Organization Relationships

Organization relationships are the businesses, foundations, agencies, and other organizations that have an association with the constituent.

To Add an Organization Relationship:


2. Click the Relationships tab.

3. Click the Relationships second-tier tab.

4. On the Relationships action bar, click Add organization.

5. Complete the fields and options on the Add a relationship tab:

• Click the search icon to search for the organization to add as a relationship.

• Select the association each constituent has with the other and the start and end dates of the relationship.

• Mark the checkbox if this is the primary business relationship for this individual

• Mark the checkbox if the related organization will match contributions for the relationship.

• If the organization replaces a previous relationship, mark this checkbox and select the previous organization relationship. After you save, an end date is automatically added to the relationship you replaced.

• Select whether or not to credit the constituent for revenue received from the organization. Also select whether or not to credit the related organization for revenue received from the constituent.

• Enter any additional information about the relationship.

6. Complete the fields and options on the Employment and contact information tab.

7. Click Save.



Note that when an individual is added to the Organization Relationship, be sure to add the Organization relationship on the Individual constituent record as well.

Employment and Contact Information Tab

If the constituent is an employee of the organization, enter the individual’s job title and select the job category and career level for the employee. You can also enter the employee schedule, department, division, and responsibilities, if applicable.

If the individual is a contact for the organization, mark the [Constituent name] is a contact checkbox. If the individual is the primary contact for the organization, mark the Primary contact checkbox. A primary contact would be the first person you approach when contacting this organization.

For active Advancement Staff employees, the UofG employment record should be marked as their “Primary Business”

In the Employment History, along with the Job Title and start date, the Career Level code should be entered accordingly



Education Tab

On the Education tab, you can store information regarding any higher learning institutions a constituent attends or attended and other education-related information.



When convocates are loaded into CANNON, the UNIVERSITY OF GUELPH institution gets loaded on the constituent record on the Education tab. The status automatically get “affiliated”, “graduated” and the “Alumnus” constituency automatically gets added. Guelph Humber will show up as University of Guelph

Preferred Class of – affiliated more with a previous class Class of – the year of actual graduation

Activities they were doing while they were in school – varsity sports, campus activities

Awards can be entered in the Involvement heading. When adding the educational involvement, once a type is entered, an award can be entered. Any significant award dated beyond June 2016, can be found as a note in Documentation and Interaction in the Constituent Documentation area.

Documentation & Interaction Tab

Please refer to the Interactions Management Training material for a quick guide on when to use an interaction



On the Documentation & Interaction tab, you can use second-tier tabs to manage helpful and interesting information about your constituent.

The following table identifies the second-tier tabs available and includes a description of each.

Tab Description

Documentation Summary View and edit all note information in CANNON CRM related to this constituent. When you edit existing note information from this location, the related functional area is also updated.

Constituent Documentation View and manage notes, media links and websites.

Surveys View the surveys Guelph has sent the constituent or the constituent has participated in. You can manage information about the survey such as related constituent responses and documentation.

Interactions View and manage interactions and responses for the constituent.

Add Notes, Media Link and Attachments

Currently being administered by the Research Team to enter Research information with the following types:

Notes allow you to create separate categories or types of notes and assign security to the information they contain based on the notepad type.



To Add a Note to a Constituent Record:


2. Select the Documentation & Interactions tab.

3. Select the Constituent Documentation second-tier tab.

4. On the action bar, click

5. On the Add a note window:

• Select the note type. • Enter a title and date. • Enter your name as the author. • Enter additional information in the Notes field.

6. Click Save.

With media links, you can store links to electronic media objects for a constituent.



To Add a Media Link to a Constituent Record: 1. Open the constituent record on which to add a media link.




5. On the Add a media link window:

• Select the type of media. • Enter a title and date. • Enter your name as the author. • Enter the URL path for the media.

6. Click Save.

Attachments allow you to attach items including a contract, bio, and newspaper article to the constituent record.

ImageNow will continue to be used to store the following: Gift Agreements, Proposals, Terms and Conditions, Planned Gift Documentation CANNON CRM to hold Transactional documents, Appeals, Event invitations, contact reports, letters

To Add an Attachment to a Constituent Record:

1. Open the constituent record on which to add an attachment.




5. On the Add an attachment window:

• Select the type of attachment.



• Add a title and date. • Enter your name as the author. • Attach a file.

6. Click Save.

Communications Tab

The Communications tab displays the various forms of bulk communication Guelph has with the constituent. These communications might include newsletters, revenue receipts and acknowledgments, and event invitations.

For each communication, you can view the date of the communication, its type, and whether the constituent responded to the communication.

Solicit Codes

Solicit codes provide a convenient method for flagging constituents as “exceptions to the rule” for your fundraisers. These codes tell you there are certain rules to follow when communicating with the constituent.

Here is a list of the active solicit codes being used:

Name Name D/N Contact - Equine D/N Mail - Donor Report D/N Contact – Legacy/Planned Giving D/N Mail - Pet Trust D/N Contact - Other Non-Affinity (i.e. Directory) D/N Mail – Portico D/N Contact - Other Non-Affinity Promotions D/N Mail Affinity D/N Contact - Reunion D/N Mail Pet Trust Newsletter D/N Contact - Student Activities & Student Life Involvement D/N Phone D/N Contact - Travel D/N Phone - Pet Trust D/N Contact Affinity D/N Publish Name



D/N Contact Affinity - Auto Insurance D/N Send - Newsletter – Ridgetown D/N Contact Affinity - Home & Auto D/N Send Events D/N Contact Affinity - Life Insurance D/N Send Newsletter – Athletics D/N Contact Affinity - Mortgage Info D/N Send -Newsletter- Library D/N Contact Affinity- Credit Card D/N Send -Newsletter- OVC D/N Contact Arboretum D/N Send Newsletter- Parents D/N Email D/N Solicit D/N Email - Pet Trust D/N Solicit – Athletics D/N Email Newsletter D/N Solicit – Email D/N Email Pet Trust Newsletter D/N Solicit – Mail D/N Mail D/N Solicit – Parents D/N Solicit- Pet Trust D/N Solicit by Phone SOLICIT ONCE D/N Solicit Library

To Add a Solicit Code for a Constituent:


8. Select the Communications tab.

9. Select the Preferences second-tier tab.

10. On the Solicit codes action bar, click

11. On the Assign solicit code window:

• Select the solicit code to assign to the constituent. • Enter start and end dates. • Enter any notes about the constituent’s solicit code.

12. Click Save.



Luminate Online and Sync with Cannon Luminate Online (LO) is the online marketing software that is used for all Communications to constituents via email and online donations. When records are updated in Cannon and/or LO, there are synchronizations that take place to match data between both applications. Here is a summary of how the sync handles Solicit Codes especially:

Scenario Results

Add solicit code in LO (i.e. uncheck the accept mail/email boxes)

Syncs to CRM

Add solicit code in CRM Syncs to LO

Remove solicit code in LO (i.e. re-check the accept mail/email boxes)

Syncs to CRM

Remove/end-date solicit code in CRM Does not sync to LO

If Solicit codes are REMOVED or END DATED in Cannon, they also need to be updated in LO manually.

Mail Preferences

Mail preferences allow you to define specifics about how a constituent wants to receive mail

Business processes will be determined POST go-live.

To Add a Mail Preference to a Constituent:




4. On the Mail preferences action bar, click

5. Select the mail type and criteria to which to apply the mail preference.

6. Select whether to send mail of the selected type to the constituent. If you select Send, select whether to send by mail or email and to which address type.

• For a constituent household or group, select whether to send to the constituent or to a member of the group or household.

• For an individual constituent or a constituent household, if you select Mail, select whether to send to a seasonal address.

• For an organization constituent, if you select Mail, select whether to send to the primary contact or the primary address of the organization.

7. Enter any notes about the mail preference as necessary.



8. Click Save.

Rather than set mail preferences separately for each mail type, you can set mail preferences for all the mail types. When you set a mail preference for all mail types, existing mail preferences are replaced with this mail preference.

To Set a Mail Preference for All Mail Types:




4. On the Mail preferences action bar, click

5. Select whether to send mail to the constituent.

• If you select Send, select the preferred channel (i.e. Mail or Email) and address type to use.



• If you select “Mail,” select send to seasonal address when valid to change the address when there is a seasonal address and the mailing occurs in the date range for that season.

6. Select do not send if you do not want to receive communications to the preferred channel (i.e. Mail or Email specified.

7. In the Site field, enter the site where the preferences apply.

8. In the Comments field, enter any notes about the mail preference.

9. Click Save.

Attributes Tab

On the Attributes tab of a constituent record, you can view and manage constituent attributes. You can use attributes to store specialized information about a constituent when no field or tab exists for that information.

You can query on attributes to gather constituents who share a common characteristic.

Additional Industry Code Personal Dietary Restrictions – if “other” is selected for dietary restrictions in Event Restrictions (The personal info tab), this is where what is noted should be placed.

To Add a Constituent Attribute:


2. Select the Attributes tab.


4. On the Add constituent attribute window:

• In the Category field, select the type of attribute to add.



• In the Value field, enter or select the value for the attribute category. • If the attribute applies for a specific amount of time, select the start and end dates for the

attribute. • In the Comments field, enter any additional information about the constituent attribute.

5. Click Save.

Vet Clinic Submissions Tab

On a Vet Clinic record, displays Pet Trust commitments made by clinic. On individual records (pet owners), displays Pet Trust commitments made on behalf of a pet. (Please refer to Pet Trust Portal document for further details)

Organization Constituents

Organization records track information about the companies, businesses, associations, schools, clubs, and foundations associated with the University of Guelph.

Add an Organization Constituent

The Add an organization window has two frames where you add information about the constituent. The Name field is required by CANNON CRM to create a new organization record.

Before adding a new organization, it is best practice to search to ensure the organization does not currently exist.

http://aadtraining.uoguelph.ca/pdf/Pet%20Trust%20Vet%20Portal.pdf



To Add An Organization Constituent:

1. On the navigation bar, click Constituents.

2. On the Constituents page, click Add an organization.

3. Complete the fields and options on the Add an organization window where the only mandatory field is the Name of the Organization.

4. Click Save.

5. Once you have created the Organization, you will need to add the Constituency.

6. From the Organization Info tab, go to Constituencies, Add

** When an online donation comes, an individual record in Cannon gets created. A new Organization will need to be manually created. Prior to deleting the Individual record, the LO ID will need to be added to the Organization record and removed from the Individual record in the Alternate Lookup ID of the Personal info tab.

Merge Organization At times where two organizations merge, you can combine the two organization constituents into one new constituent record or combine the two organizations into the primary organization constituent record

To merge an organization:

1. Open the record of the primary organization involved in the merger.

The organization record you open and select to merge from will be the primary organization

2. Under the Tasks, click Merge Organization



3. Search for and select the secondary organization in merger

4. Select whether to Merge both organization constituents into a new constituent record. If this box is selected, enter the new organization’s name

5. Enter the date of the merger

6. Select the reason to mark the organization as inactive

7. Save

When a new primary organization constituent gets created, the two merged records will be marked as inactive. If you merge the secondary organization into the primary organization, the secondary organization gets marked as inactive.

Once an organization is marked as inactive, the information is retained but is excluded from searches and reports.



Organization Matching Gift Information

CANNON CRM can maintain information on organization matching gift programs. An organization that matches gifts may have several types of matching gift conditions, and the details for each type may differ.

To Add a Matching Gift Condition:

1. Open the organization record.

2. Select the Organization Info tab.

3. Select the Organization second-tier tab.

4. In the Matching gift conditions frame, click Add.

5. Complete the fields and options on the Add matching gift condition window.

• Select the type of matching gift condition.

• Select the revenue type where the matching gift applies.

• Enter the ratio the organization matches donations for.

• Select whether the organization matches the total amount of the gift or only the tax-deductible portion.

• Enter the minimum amount of gift the organization matches.

• Enter the maximum amount of gift the organization matches.

• Enter the maximum amount of constituent annual giving the organization matches.



• Enter the maximum amount of constituent lifetime giving the organization matches. If the organization does not have a maximum gift amount, leave this field blank.

• Select the relationships where the matching gift condition applies.

• After you select the relationship type, you can select whether the matching gift applies to a specific job schedule.

• After you select the relationship type, you can select whether the matching gift applies to a specific career level.

• Enter any additional information about the organization’s matching gift program in the notes fields.

6. Click Save.

After you add matching gift conditions for an organization, the organization is considered a matching organization. When you add an individual relationship for an organization or an organization relationship for an individual, you can select whether the organization matches the donations of the individual.

Contact Relationships

Organization-specific contacts are tracked as relationships on the organization record.

To Add a Contact Relationship to an Organization Record:

1. Open the organization record


3. Select the Relationships second-tier tab.



4. On the action bar, click Add individual.

5. Complete the fields and options on the Add a relationship window:

• Click the search icon to search for the organization to add as a relationship.

• Select the association each constituent has with the other and the start and end dates of the relationship.

• Select the corresponding checkboxes if:

i. The related organization is the primary business for the individual.

ii. The related organization will match contributions for the relationship.

iii. The related organization replaces a previous relationship.

For UofG employees, the employment record should be marked as their “Primary Business” In the Employment History, along with the Job Title and start date should be entered accordingly. This also is displayed on the individual constituent record. ** See Faculty/Staff process below

• Under Recognition credits, select whether or not to apply recognition credit to the individual for revenue from the organization. You can specify the recognition credit type, as well as a match percent. For example, some individuals may receive credit for only a portion of the revenue from the organization.

For organizations, applying recognition credit is on an exception basis, and usually only applies when

o The constituent is the owner and considers the giving through the corporation to be their “personal giving” as well (ie. in the case of a numbered investment corporation)

o The organization is a Family Foundation and the individual constituent should receive recognition credit for the Family foundation’s giving

• You can also select whether or not to apply recognition credit to the organization for revenue from the individual. Enter any additional information to record about the relationship.

6. Click Save.

Employment and Contact Information Tab

If the constituent is an employee of the organization, enter the individual’s job title and select the job category and career level for the employee. You can also enter the employee schedule, department, and division, if applicable.

Select the [Constituent name] is a contact checkbox.

If the individual is the primary contact for the organization, select the Primary contact checkbox. A primary contact would be the first person you would approach regarding contacting this organization.



If the individual is the contact for many reasons – use “General” as the Contact Type UofG staff will be labelled as Faculty, Professional Staff and Support Staff *See Faculty/Staff process below

Contact Types When establishing a new Corporate record, identifying and maintaining relevant corporate contacts will help keep a record up to date and who to share related information with.

Identifying the contact types and Primary Contact on an Organization is a key element for communications and who to reach with respect to that Organization

A Primary Contact can only be defined to one individual on an Organization. All communication processes that include the Organization will be sent to this individual. (Guelph Impact Report, President’s Report, etc)

How to identify who is the Primary contact and determine the Contact Type:

1. On the Organization record, go to the Relationships Tab 2. Click on the Type to filter by the Type column 3. If there is Primary Contact selected, the individual will be identified here

4. Click on the chevron to expand the details and capture the Contact Type

Click here to filter by Type



How to make an Individual the Primary Contact:

1. On the Organization record, go to the Relationships Tab 2. Click on Add Individual and the second tab to Employment and contact information

3. From here, identify the contact type and check whether this individual is the primary contact

Relationship managers do not have the access to set and identify the Primary Contact and Contact type. An email is sent to [email protected] where the Records Team will update this information.

An individual can only have one contact type. There are several types of Contact types to select:

Contact Type Description

General To be used typically when there is only one contact for the Organization *this is typically the most common contact type

Foundation/Corporate Donations To be used with relating to donations, gifts

Executive An Executive member is main contact on executive matters

Endowment The individual who will receive information with respect to endowments (General type will also be provided with this information)

Event Coordinator To contact specifically for events and event type coordination

Media Contact Any discussions pertaining to social media, news releases, etc.

Accounts Payable Individual for all Revenue/Finance type questions and/or related information

Assistant An assistant to the organization and possibly main contact to schedule contact with an executive

Influencer An individual who has a large impact to the Organization outside of the other main employee roles (eg. Family member)

Legal Counsel Typically an individual used for Planned Gifts and legal discussions (eg. Power of attorney, lawyer)

mailto:[email protected]



Sponsorship Individual to contact when discussing contributing to the University as a Sponsor (usually in relation to an event coordinator)

Recruiter The Organization’s contact to discuss recruiting (employment opportunities, volunteer)

Matching Gift Coordinator To discuss specific gifts where Organization is matching

Award Individual to contact for receiving an award and/or distribution

As the contact information changes for each Organization, it is up to the Prospect Manager to make a request to [email protected] to get the information updated. Be sure to include Organization Lookup ID, individual Lookup ID, contact type and whether if they are a primary contact

Groups and Committees

Constituent groups and committees help you track the activities and giving of everyone included in the group or committee. Constituent groups also help Guelph recognize revenue received as coming from the group rather than an individual.

When you add a constituent group or committee, you can enter information about that record and select the members of the group. Each member of the group must be a constituent in CANNON CRM.

Committees are specifically used for Classes. When a committee is created, the record automatically receives a committee constituency type which members get populated into the Cannon accordingly. Go to Classes in Cannon for further information.

Add a Committee

From the Constituents Functional Area, go to Add a Committee.

It is very important to use the Add a Committee when creating classes to ensure that members are populated upon convocation properly and the committee constituency is automatically applied.

mailto:[email protected]

http://aadtraining.uoguelph.ca/pdf/Classes%20in%20Cannon.pdf

http://aadtraining.uoguelph.ca/pdf/Classes%20in%20Cannon.pdf



Add a Group From the Constituents Functional Area, go to Add a Committee Select the Group type

Group Types: Class – Group of Graduates from a UofG Class Year – only members with specific roles are included (graduates will be included in reporting eg. by their education records) Alumni Committees – formed of constituents across classes for the purposes of advancing alumni activities and



programs Student Committee – student run groups Reunion Organizer Committee - groups of Reunion Organizers

Group types can be added moving forward as needed (ie Legacy Families)

• In the Primary contact field, click the binoculars to search for the constituent who is the main contact for the group.

• Select the group type and mark the checkbox if the group gives anonymously.

• In the Group member data section, select whether summary information about the group should include all constituent information or only constituent information as of a specific date. If you select Consolidate member data as of, select the date.

• Enter contact information for the group. To use the contact information of the primary contact as the contact information for the committee, click Copy from primary contact.

7. On the Members tab, enter information about the members of the group.

8. Click Save.

Add Members to a Committee or Group After you have created a group, you can add members to the Members tab of the group record. For classes, members who have graduated to that class are automatically populated after convocation.

To add members to a committee (outside of a graduate)

1. Open the constituent group record.

2. Select the Members tab.

3. On the action bar, click Add

4. In the Member field, search for and select the constituent to add.

5. In the Start date field, enter a start date for the group member.



6. Click Save.

Add Roles to a Member of a Committee or Group

You can assign roles to group members. Roles can have start and end dates to signify the term or timeframe a group member served in the role.

For classes, members who have graduated to that class are automatically populated after convocation with a role of convocate.

A member cannot having overlapping dates on the same role Multiple roles can be held at the same time Same roles can be applied to different members

To Add a Role for a Group Member (outside of a graduate):

1. Open the constituent group record.


3. Click the expand icon to the left of the group member.

4. In the frame that appears below the group member, click Add roles

5. In the Role field, select the role to assign to the group member.

6. In the Start date field, enter a start date for the member in that role. If the role has a set term, such as one that corresponds with your fiscal year, you can enter both the start and end dates.

7. Click Save.



Remove Members from a Group

When a member is no longer active, you can remove the member from the group and preserve the member’s history.

To Remove a Group Member and Maintain Member History:

1. Open the group constituent record.


3. Click the expand icon to the left of the group member.

4. In the frame that appears below the group member, click Edit.

5. Enter an end date for the member.

6. Click Save.

Marking Constituents as Inactive or Active

Constituents can be marked inactive when a constituent no longer supports UofG or UofG no longer has any contact information. Some specific examples where a constituent can be marked inactive are:

o They are deceased ( the exception is when UofG is dealing with their estate) o The constituent no longer exists (such as when an organization is purchased by another

organization or goes out of business) o UofG no longer has any ability to contact the constituent o UofG determines they should have no further relationship with the constituent

To Mark a Constituent as Inactive:

1. Navigate to the constituents record

2. Click Mark Inactive from the Personal Info tab

3. Provide Reason Code ( see list below) and any applicable comments

4. Click Save

Deceased For Deceased constituents

Constituent Request

Constituent requested that UofG not contact them any further

Duplicate Duplicate record that has been merged

Defunct Corporation that is no longer in business



Inactive HISTORICAL – WILL BE REMOVED

Internal Error Constituent was created in error

UofG Decision Constituents made inactive for UofG policy reasons

Lost

Un-contactable constituents who could not be found by tracing

Corporate Merger

Constituent is no longer active due to corporate merger

Redirect

Constituent should now be contacted via another constituent

To Be Traced - Uncontactable

Constituent has no valid contact info but is to be traced

Withdrawn

Constituent has requested that all information be purged from system

Marking Constituents as Deceased

Using the Mark Deceased task initiates a constituent workflow allowing

To Mark a Constituent as Deceased:

1. Navigate to the constituents record

2. Click Mark Deceased

3. For Deceased Date, use date of death if known



4. Enter Confirmation , and source

5. Click Save

6. Once this has been saved, the Deceasing Options workflow comes up with several tabs to review

Constituencies Tab - Review Constituencies for deceased constituent, edit end dates as necessary - Review Spouse/Partner and Household Constituencies, edit as necessary

Relationships Tab - Review Deceased Constituent’s relationships and adjust as necessary

Interactions Tab - If there are upcoming interactions or upcoming plans, notify appropriate Prospect Manager/Plan Manager

Names Tab - Adjust existing name formats, apply “Estate of” naming format if necessary

Documentation Tab - add obituary link/note if available

Tributes Tab - If a tribute is to be set up, create Tribute record

Household/Groups Tab – review household and group membership, applying end dates as necessary. If deceased was the primary member of the household/group, identify if they should be replaced

Open Pledges – Review any open pledges for the constituent and notify Prospect Manager/Treasury so they can identify whether the pledge should be closed or adjusted.

Prospect Manager Tab – If the constituent is assigned notify Prospect Manager (if not already aware)



7. When all tabs are reviewed, click the “Mark Reviewed” task

To validate, search for the constituent record and confirm “deceased” and “inactive” are marked on the record

Note that there will be cases where estate is still active – the constituent will be marked as “deceased” but remain “active”

Reminder: If a spouse dies, the household will only be dissolved if the spouse remarries. Until then, the household will still stay intact.

If widowed spouse remarries, before you can add new spouse, Go to the relationship tab on the record and ensure the previous spouse and household is removed

Faculty/Staff Addition Process

Based off of a monthly HR file, a list of Faculty/Staff is identified and added into Cannon.

The following steps take place to add/edit a current Faculty/Staff member:

1. Search for the record to ensure one does not already exist in Cannon (in most cases, a search can be completed by employee ID using the alternate lookup ID filter) **be careful, filters are sticky



2. If no results from the search bring up the individual, Add an individual in Cannon (First name and last name are mandatory, but using the UofGuelph directory (https://www.uoguelph.ca/directory/index.cfm ), the primary address, phone number and email can be entered as the most up to date information)

https://www.uoguelph.ca/directory/index.cfm



3. Edit the Individual record - In the Personal Info tab, on the Constituencies tiny tab, Add the Faculty/Staff constituency (waiting on confirmation regarding start date)

- In the Personal tiny tab, Add the employee ID in the alternate lookup ID



- On the Relationship tab, Add Organization Relationship (based off of table below) (waiting on table of Organizations) * waiting on confirmation regarding start date



- After a Relationship is added, add Employment History *NOTE: If employment history already exists, verify the department is similar on the directory, then add/edit accordingly * select relationship, enter job title and career level (based off of table) (waiting on table of career level) * do we want category filled out? * confirm start date



For a previous Faculty/Staff:

o The Employment history is modified - edit the employment history and end date the employment history and change the Schedule to previous



o The Relationship status is modified - edit the relationship, end date is entered and relationship is changed to former employee

o The Constituency Faculty/Staff is end dated



** Note: If the end date is today’s date, the Active constituencies will still show up until the end of the day

o Modify the Business contact information - If the contact information has the University of Guelph set as the primary - add a do not mail/phone/email to the University contact info respectively (an end date can only be added if the information is NOT a primary contact)



- if there is another primary contact, then an end date can be added to the Business information (filter to show former contact information for end dates)



** When an end date is added, the Do not mail gets automatically applied.

Documents

CONSTITUENT MANAGEMENT AND ADMINISTRATION - University of Guelphaadtraining.uoguelph.ca/pdf/Constituent Management and... · 2018-07-19 · In almost all cases, University of Guelph