USER GUIDE (4) COMMUNICATIONS
Contents
1. TRACKER USER GUIDE 4 COMMUNICATIONS LAST REVISION 13 3 15 INDEX 4 Communications 4 1 Introduction Page 2 4 2 Communication preferences Page 3 4 3 Sending an email Page 4 4 4 Sending a text message Page 7 4 9 Creating a mailing list Page 10 4 6 Recording other communications Page 13 4 7 Message reports Page 15 4 8 Communication record reports Page 17 4 9 Back office set up Page 18 4 10 Appendix Example of output data Page 19 Pagel 4 1 An introduction to tte COMMUNICATIONS module The Communication section of Tracker gives you multiple tools and methods for effectively communicating with and recording communications with your tenants EMAIL OR TEXT Tracker allows you to easily communicate with tenants through email or text and automatically puts a communication record in their profile Allowing you to monitor and track communications sent by whom when and what MAILING LISTS You can also create mailing lists in Tracker so that communications sent out by post can also be recorded and tracked This function includes the ability for you to upload the actual document sent to add to effective record keeping MANAGING TENANT PREFERENCES Tracker easily lets you respect tenant s communication preferences if a tenant has expressed that they do not wish to receive communications via a specific method e g text Tracker will automatically exclude them from the list Tracker will also automaticall2. option you cannot delete it ARCHIVING Tick an Archive tick box to hide an option from further use without actually deleting it options can be unticked at any time to reinstate them and reveal the records linked to them IF YOU NEED ANY HELP WITH ANY OF THESE SET UP OPTIONS JUST CALL THE HELP DESK ON 01603 813932 Page 18 APPENDIX An example of data available from the Communications module COMMUNICATION SUMMARY Method Text Date range 01 10 14 to 31 12 14 Sender John Smith No of messages sent 28 No of dates Option to drill down eS No of unique recipients into a Message Report No of communication records for each message sent see example below MESSAGE REPORT Method Description Invite to Tenants Open Day Date 17 10 14 Sent by John Smith Outcome analysis Text Delivered Failed Illegal number Network error Blocked by user TOTAL Call list Message details hope we ll see you on Friday at the Happy Homes tenants open day 11 00 Hall to see our plans for the estate and let us know what youthir Option to download the call list and identify the outcome for each Page 19 Page 20 Page 21 Page 22 Arena Partnership Ltd Rowan House Queens Road Hethersett NR9 3DB T 01603 813932 W www arenapartnership co uk E support arenapartnership co uk Page 23
3. v Household Status Notkr 10 v records per page Search Mailing Name Address Post Code Mr ALambert and Master G Lambert 24 Oak Drive NS3 255 For each household represented in the mailing list you can select the range of people to be included in the consolidated mailing name all the people living at the address or only those of certain 1 Tenancy type s 2 Age band s or 3 Household status Page 11 If you have added someone to the mailing list in error they can be removed by ticking them and clicking the Remove selected from list button O Staff Tom Y TENO916 A Showing 1 to 3 of 3 entries Clear List x Remove selected from list Once your list is all correct click Preview message to move to the final step Save and Export List Y Success Message Saved Message report Help Message Ref Post alan marshall 30 01 201 5 Sent 2 100 Recipients 2 Postal questionnaire sent 0 0 Reply To Created At 30 01 2015 10 25 Created By Alan Marshall Note File Type Y 7 4 Export Summary Report a Export Message Name Sent To Outcome Created At Mr A Alden Mr A Alden and Master R Alden Sent 30 01 2015 10 25 22 Mr A Adams Mr A Adams and Miss Q Adams Sent 30 01 2015 10 25 22 STEP THREE DOWNLOAD YOUR MAILING LIST You can select whichever Excel format you require and mail merge the list with your document template off line using the functionality available in Word or your preferred alternative sof
4. EB t 3 3 gt ascskr fprrmf r dideprf epee e hul hil KS Page 4 5 TP Tracker will insert a default email address in here if one has been set up and you can edit this so that each message will appear to have come from you and if the tenant clicks reply the response will come back to your normal email inbox not TP Tracker Type in a subject as per normal Type in your message as per normal using the formatting toolbar as required this can include inserting pictures or pasting in text etc 8 You can add an attachment one only per email by browsing and uploading the file required STEP 2 PREPARE THE COMMUNICATION RECORD This will be automatically created automatically by TP Tracker for each recipient Communication Record Hide A Communication Code Emailed Date 02 05 2014 Landlord Contact Alan Marshall Outcome Code Sent Notes gt Gay Create the Send to list 9 Type in any notes you require 10 Click blue button to continue to the next step STEP 3 CREATE THE MAILING LIST Use the filters available to search for the people you want to email Add people to the list Record Status Current gt First Name Last Name Personal Address Postcode WS6 7HA Reference 82 Results Found Q Display Click Display to show all the search results in a table tick the ones you want then click Add to list to include them in the mailing list Page 5 TEN1818 Debbage Showin
5. are to be included then click Save the communication record a a Personal Ref First Name Surname TENO287 A Allen Showing 1 to 1 of 1 entries Start lt 1 gt End Back 9 Save Communication Records You will then see a summary report of the record you have just created Message Ref Other alan marshall 08 05 2014 Sent 1 Recipients 1 Bounced 0 Reply To Failed 0 Created At 08 05 2014 20 27 Created By Alan Marshall Note File Type s X 2 Export Summary Report a Export Message Log Name Created At Mr A Allen 08 05 2014 20 27 00 Page 14 4 7 Message reports You can access two types of report 1 A report relating to a specific message which has been sent 2 A report relating to the Communication Records created for message recipients STEP ONE SELECT THE TYPE OF REPORT YOU REQUIRE gt Message Reports View detailed reports by message gt Communication records View summaries of filtered communication records STEP TWO SELECT MESSAGE For a Message Report use any combination of the filters available to find a specific message Communication Type All X Date Sent 8 Landlord Contact All ki Notes Message Ref All X E Reset Q Display The results of your search will be displayed in a table below Code Landlord Contact Message Ref Replies To Date Created Email James Mackay Email james mackay 03 03 2014 testing no reply tptracker com 03 03 2014 Details Ernail lame
6. available Search Messages Communication Type All X Date Sent 8 Landlord Contact All Notes Message Ref All E Reset Q Display STEP THREE CREATE THE REPORT Click Search and a summary of the records selected will be displayed in the table below No of messages No of dates 2 No of records 198 No unigue people 100 File Type csv v a Export Report KN Export Records Click Export report for the summary details or Export records to download all of the communication records contributing to this report Page 17 4 9 Back office set up Go to Communications gt Set up or access to the set up options for a wide range of fields in this module This allows you to manage your own dropdown lists and field options so Tracker reflects the needs of your own organisation gt Message Defaults Default options for Emails and Text messages gt Text Credits Manage and purchase your text credits gt Outcome Codes About Manage Dutcome Codes for all Communication Types ei gt Landlord Contacts Manage Landlord Contacts for Other Communication Records gt Manage Benchmark Group Manage the groups that are part of your benchmark group Click on a menu option and follow the instruction on screen to create edit or delete a field or dropdown option GENERAL RULES DELETING You can only delete an option while it has not been used once there is a record in the Tracker database using this
7. be programmed into any specific TP Tracker functions Page 3 4 3 Sending an email Sending an email message from TP Tracker means you can easily create your mailing list and TP Tracker will automatically e Block inclusion of anyone who has said they do not wish to receive a email from you e Create a communication record for each recipient e Create a summary report of who it went to and the message outcomes delivered wrong address etc e Hold a copy of the actual message sent TP Tracker will take you through the four step process Step1 Write the actual message Step 2 Prepare the Communication Record to be created for each recipient Step 3 Create the list of people to be sent the message Step 4 Send the message STEP 1 WRITE THE MESSAGE Prepare the message O Help Message Ref Email alan marshall 02 05 2014 lt Q Description gt i Greeting 1 None gt v Greeting 2 None a gt y 1 TP Tracker automatically creates a unique reference for each message 2 You can add a text description to the end of the Message ref if you wish by typing in a brief description Select one of the greeting options or leave as None 4 Select a second part to the greeting or leave as None be careful to avoid ending up with a greeting like Dear J Email sent by gt no reply tptracker com Subject gt xvdgd asjk Content File Edit v Insert v View v Format Table Formats B Jf
8. g 1 to 10 of 82 entries Start 5 gt End Add to list If you have added someone to the mailing list in error they can be removed by ticking them and clicking the Remove selected from list button O Staff Y TENO916 Showing 1 to 3 of 3 entries lt Clear List x Remove selected from list Preview Message Once your list is all correct click Preview message to move to the final step STEP 4 CHECK AND SEND THE MESSAGE Page 6 4 4 Sending a text message Sending a text message from TP Tracker means you can easily create your mailing list and TP Tracker will automatically e Block inclusion of anyone who has said they do not wish to receive a text message e Create a communication record for each recipient e Create a summary report of who it went to and the message outcomes delivered wrong number etc e Hold a copy of the actual message sent TP Tracker will take you through the four step process Step1 Write the actual message Step 2 Prepare the Communication Record to be created for each recipient Step 3 Create the list of people to be sent the message Step 4 Send the message STEP 1 WRITE THE MESSAGE Prepare the message O Help Message Ref de Text alan marshall 02 05 2014 Description ie Je Text reply to gt Greeting gt None v Term of Address gt None v Content 6 lt p gt ascskr fprrmf r dideprf epee e lt p gt 1 TP Tracker automat
9. hort description to the end of the reference by typing some text into the Description field All the other fields are automatically filled by TP Tracker If you wish to store a copy of the document template not each mail merged document just the template you use for mail merging then you can do so by browsing and uploading the file in any format Upload Document Choose File No file chosen Notes a Create the Send to list If you wish to add any notes these will appear in the Communication records created in TP Tracker for each of the recipients Page 10 STEP TWO CREATE THE MAILING LIST Use the filters available to search for the people you want to include in the mailing list Mailing messages OQ Help Add people to the list Record Status Current X First Name Last Name Personal Address Reference Postcode 4191 Results Found Q Display Click Display to show all the search results in a table tick the ones you want then click Add to list to include them in the mailing list IENZSID DYyTUTI MUTIL VWO MA TEN1818 C Debbage W56 7HA Showing 1 to 10 of 82 entries Start lt 1 2 3 4 5 gt End Add to list You havethe option of sending your mailing to each PERSON in the mailing list or of sending it to each HOUSEHOLD included in the mailing list List of People List of Households o o O Co resident Exclude Under 165 Head General tenant v Exclude both Under 16sa
10. ically creates a unigue reference for each message 2 You can add a text description to the end of the Message ref if you wish by typing in a brief description Enter a telephone number to which you want replies directed 4 Select one of the greeting options or leave as None Select a second part to the greeting or leave as None be careful to avoid ending up with a greeting like Dear J Communication Record Hide A Communication Code Texted Date 02 05 2014 Alan Marshall Landlord Contact Outcome Code Sent Notes E gt e Create the Send to list Page 6 Type in any notes you require 7 Click blue button to continue to the next step STEP 2 PREPARE THE COMMUNICATION RECORD This will be automatically created automatically by TP Tracker for each recipient Communication Code Texted Date 02 05 2014 Landlord Contact Alan Marshall Outcome Code Sent Notes gt Notes T gt a Create the Send to list 9 Type in any notes you require 10 Click blue button to continue to the next step STEP 3 CREATE THE MAILING LIST Use the filters available to search for the people you want to email Send a Text O Help Add people to the list Record Status Current v First Name Last Name Personal Address Postcode WS6 7HA Reference 82 Results Found e Display Click Display to show all the search results in a table tick the ones you want then click Add to list to include them in
11. s Mackay Emailliames mackaw 03 03 201 Alycetcvertcrtcetr nn renlufltntrarker com n3 03 2014 Details Page 15 STEP THREE OPEN THE REPORT Click View in the table of search results to see a summary report and below that a list of all the people in the original mailing list and the message outcome for each of them wrong number delivered opened etc Message report Q Help Message Ref Email james mackay 03 03 2014 testing Sent 0 0 Recipients 0 Bounced 0 0 Reply To no reply tptracker com Failed 0 0 Created At 03 03 2014 12 21 Created By James Mackay Note test File Type csv y a Export Summary Report a Export Message Log e View Message Click Export Summary Report for a download of the summary report Click Export message log for a list of all the activities relating to sending this message and their outcomes Click View message to see a copy of the original message sent Page 16 4 8 Communication record reports You can access two types of report 1 A report relating to a specific message which has been sent 2 A report relating to the Communication Records created for message recipients STEP ONE SELECT THE TYPE OF REPORT YOU REQUIRE Reports O Help gt Message Reports View detailed reports by message gt Communication records View summaries of filtered communication records STEP TWO SELECT RECORDS Search for the Communication Records you wish to review using any combination of the filters
12. the mailing list W IENZSID DYI UI MUIL W gt 30 MA TEN1818 E Debbage WS6 7HA Showing 1 to 10 of 82 entries Start lt 1 2 3 4 5 gt End Add to list Page 8 If you have added someone to the mailing list in error they can be deleted by ticking them and clicking the Remove selected from list button Y tore k 7 Showing 1 to 3 of 3 entries 2 Clear List x Remove selected from list LIT FF Preview Message Once your list is all correct click Preview message to move to the final step STEP 4 CHECK AND SEND THE MESSAGE Page 9 4 5 Creating a mailing list If you use this facility to create a mailing list TP Tracker will automatically a Block inclusion of anyone who has said they do not wish to receive a mailing from you b Substitute the details of a nominated Alternative contact where appropriate c Create a Communication Record for each of the recipients d Give you an Excel file in whatever format you require for mail merging into your document template off line You can upload a copy of the document template for storage linked to the records in TP Tracker for this mailing if you wish STEP ONE PREPARE THE MAILING RECORD Prepare the message Help Message Ref Post alan marshall 05 05 2014 Description Communication Code Mailed Date 05 05 2014 Landlord Contact Alan Marshall Outcome Code Sent The mailing will be given a unique reference by TP Tracker you can add a s
13. tware The Excel download mailing list includes a column to indicate is any of the people listed have Large Print Required ticked in their Communication preferences profile within Tracker you can use this to respond accordingly Page 12 4 6 Recording other communications TP Tracker will automatically create Communication Records of all messages sent through the Communications Module by email text or post However if you have sent a message by some other means such as via your own email account and you wish to manually create a record of it in TP Tracker you would do this in Communications gt Other communications Description ription D Communication Type Email gt Outcome Code Sent gt id v Record Date ce S Landlord Contact James Mackay Notes D 2 o Create list Prepare your Communication Record by filling in the fields above a description of the message 1 the type of message 2 an outcome code 3 where the options will be depend on the type previously selected who sent the message 4 when 5 and any notes you wish to add You then select the people to be included in the Communication Record by using the search filters available Other Communication O Help Add people to the list Record Status Current First Name a Last Name allen Personal Address Reference Postcode 2 Results Found Q Display Page 13 Display your search results and tick those who
14. y exclude tenants with no email addresses from email lists and those without valid mobile numbers from text list so only deliverable addresses and numbers are kept in RECORD OTHER COMMUNICATIONS Other communications performed outside of Tracker can also be recorded such as Questionnaires Face to Face communications phone calls etc by filling in the other communications section and listing recipients REPORTING AND ANALYSIS The reporting functions in this module easily allow you to see who you have communicated with when and via which method It can also show the delivery success rate for text messages and emails Page 2 4 2 Communication preferences Within the Profiles tab you have the facilities to record a tenant s communication preferences which Tracker will then use to manage any survey or communication with that tenant Mr A Adams 49 Honeysuckle Close O Help The two panels of tick boxes cover e Preferences linked to emails text messages and mailings managed through the Communications module e Preferences linked to surveys managed through the Feedback module In each case there are standard options programmed in so that if for instance no phone surveys is ticked then this resident is automatically blocked by TP Tracker from being included in any telephone survey call lists The landlord can add other options but these will only appear for information only in searches and reports they will not
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