Convio Training
Table of Contents Overview... 5 Getting Started... 5 Logging into Convio... 5 Six Steps to Convio Success... 5 Adding Names to the Convio Database... 5 Preparing/Formatting your List for Upload... 5 Import a List into the Convio Database... 6 Create a Target Group... 10 Find an Existing Target Group ID... 13 Uploading Your Group... 14 Creating a New Campaign... 16 Creating Email Messages... 16 Building a New Email Message... 16 Sending Email Messages... 21 Validating an Email Message... 21 Validate Message through Mail Service Providers... 21 Copying an Existing Email... 22 Sending an Email... 23 Reports... 29 Email Campaign Reports... 29 Email Report Types... 32 Email Campaign Report Types... 35 Email Statistic Definitions... 38 Appendix... 39
Overview Convio Email Marketing gives you marketing tools to help you build effective email campaigns from creation and testing to targeted delivery and follow-up to drive higher response and increased constituent participation. Convio Email Marketing is a complete online solution for creating and delivering branded email communications that build constituent loyalty through content tailored to individual constituent interests. Getting Started Logging into Convio Type http://www.chicagogsb.edu/convio into a web browser Type in your User Name ( your GSB user ID) Type in your Password (your GSB user PW) Click Login Six Steps to Convio Success Sending an email through Convio can be accomplished by the following six steps: 1. Contact the I-Marketing team to create a Campaign 2. Add names to the Convio database 3. Create/find a target group to send the email to 4. Create the email message (html and plain text) 5. Test the email: appearance, SPAM and delivery 6. Send the email Adding Names to the Convio Database There are two steps to adding names to the Convio database: 1. Preparing your list from your offline database 2. Uploading your list into Convio Preparing/Formatting your List for Upload 1. Gather your list into an Excel spreadsheet 2. Rename the first row to match the Convio standard field names (Shown below) Convio Training July 2, 2007 Page 5 of 41
Note: It is imperative that the field titles match the contents in them. Be sure to check over the source list prior to uploading for empty fields and remove any rows that contain empty fields. An empty field may cause substantial errors when importing. Make sure only one email address is in the email field Convio Field Name FIRST_NAME LAST_NAME PRIMARY_EMAIL CUSTOM_STRING5 Description First name of constituent FIRST_NAME is required if PRIMARY_EMAIL and LAST_NAME are blank. Last name of constituent LAST_NAME is required only if PRIMARY_EMAIL and FIRST_NAME are blank. Primary email address of constituent. Contains the department code in lower case as shown below alumni full_time ew_program exec_mba exec_ed career_services 3. Click on the File menu 4. Click Save As 5. Type a name for the file 6. Select CSV (Comma delimited) from the Save as type: drop down box 7. Click Save Import a List into the Convio Database 1. Login to Convio 2. Click on the Data Management tab 3. Select Import/Export Convio Training July 2, 2007 Page 6 of 41
4. Click on the All Data Sync Operations tab 5. Click on Run in the Actions column next to Custom Constituent Data Upload 6. Click on step 4 in the Process Navigator on the left Convio Training July 2, 2007 Page 7 of 41
7. Click to find the list to upload 8. Locate and click on the file 9. Click 10. Click to run the import 11. The Operations Results screen is displayed PROCESS DESCRIPTION Convio Training July 2, 2007 Page 8 of 41
Label & Description Actions Status Process Summary Available Files Administrator Date Describes the operation that was run Shows a report about the operation If errors have occurred, lists those as well. Describes the status of the operation; queued, succeeded or failed Displays a summary of the operation Shows a link to the file uploaded Shows who uploaded the file Shows started and completed date and time 12. Click on the View Report link to see a summary of the upload information. Convio Training July 2, 2007 Page 9 of 41
Create a Target Group There are three steps to using the names in the Convio database 1. Create a group 2. Preparing a list 3. Uploading the list 1. Create a Group 1. Login to Convio 2. Click Constituent 360 3. Click Groups 4. Click Create a new group 5. Type a name for the group in the Name field 6. Type a short description for the group in the Description field 7. Select the group type from the Group Type drop down 8. Click Save Convio Training July 2, 2007 Page 10 of 41
9. Write down the Group ID number that Convio created for the group 2. Prepare/Format the List for Upload 1. Open the list or names that was imported into Convio 2. Delete all fields in the list imported but primary email from the Excel spreadsheet 3. Create a second column in your spreadsheet called ext_group_id 4. Save the file as a CSV (Comma delimited) file 3. Upload List 1. Open the modified Excel spreadsheet and add the group id to the ext_group_id column 2. Click on the File menu 3. Click on Save As Convio Training July 2, 2007 Page 11 of 41
4. Select CSV from the Save as type: drop down 5. Click Save Convio Training July 2, 2007 Page 12 of 41
Find an Existing Target Group ID 1. Click Constituent 360 2. Click Groups 3. Click on the to expand the Group List 4. Click on the Name of the list to view details 5. Look for the Group ID to get the number for the import list 6. Check the Date Modified for when the list has been last modified 7. Click on the Members tab to see who is a member in the list 8. Use the Group ID in the spreadsheet to import members into this list. New members will be added, existing members may be updated if the information is different Convio Training July 2, 2007 Page 13 of 41
9. Once the Group ID has been ascertained, use the Group ID in the spreadsheet to upload the list to. 10. Open the list or names that was imported into Convio 11. Delete all fields in the list imported but primary email from the Excel spreadsheet 12. Create a second column in your spreadsheet called ext_group_id 13. Save the file as a CSV (Comma delimited) file 14. Open the modified Excel spreadsheet and add the group id to the ext_group_id column 15. Click on the File menu 16. Click on Save As 17. Select CSV from the Save as type: drop down 18. Click Save Uploading Your Group 1. Login to Convio 2. Click on Data Management 3. Select Import/Export 4. Click on All Data Sync Operations 5. Click on Run in the Actions column next to Group Assignment Upload 6. Click on Run Operation in the Process Navigator on the left 7. Click to find the list to upload 8. Locate the file and click on the file 9. Click 10. Click to run the import 11. The Operations Results screen is displayed Convio Training July 2, 2007 Page 14 of 41
PROCESS Label & Description Actions Status Process Summary Available Files Administrator Date DESCRIPTION Describes the operation that was run Shows a report about the operation If errors have occurred click on the error link to view them Describes the status of the operation; queued, succeeded or failed Displays a summary of the operation Shows a link to the file uploaded Shows who uploaded the file Shows started and completed date and time Convio Training July 2, 2007 Page 15 of 41
Creating a New Campaign When a new email campaign is created, you are setting up the campaign container in which you create and manage your messages, audience and common settings. Think of a campaign as branding for email. For example: an event is scheduled in four months. Over the course of those four months, a series of emails is sent to a group of invitees. First, an email is sent as a teaser for the event; another email to save the date; another to announce the entertainment; another to give more details about the speaker and the location of the event; another email requesting an RSVP. Then the last email sent is a confirmation with all the details of the entire event, time, location, speaker, entertainment, menu etc. By using a campaign all of the emails are related to one event, or several events of the same nature i.e. giving. This creates one container for all of the emails without cluttering up an email list. A brand new campaign can be created or an existing campaign can be copied and modified. Contact the I-Marketing team to get a Campaign set up for your group. Creating Email Messages Creating a new email message for a campaign involves building, validating and approving the message and then scheduling the delivery. You can create a new original message or copy an existing message and edit it. Building a New Email Message 1. Open an existing Email Campaign a. Click on the Email Tab b. Click on the Campaigns Tab c. Scroll for the campaign to open d. Click on the Manage link to open the campaign 2. Click on the link Convio Training July 2, 2007 Page 16 of 41
3. Type in a description for the email message in the Enter a name for this message field. This description will help identify this message to administrators browsing the message list 4. Type in the purpose of the mail in the Enter a description for this message field. This will help identify the purpose of this message to administrators browsing a messages list 5. Choose Email Message from the Select a type for this message drop down box 6. Click 7. Type in the name of the group or person that you want the email to be sent from in the Enter the sender s name: field 8. Type in the email address that the system will use as the reply address in the Enter the sender s email address field. This address does not appear anywhere, but replies will be sent here 9. Type the subject of the email in the Enter the subject of this message Convio Training July 2, 2007 Page 17 of 41
10. Do not Select Personalization Option field 11. Click 12. Click the radio button next to the stationery you would like to use for your email message 13. Click located at the bottom of the page Note: If you have copied html email from a web page, which already houses your content, you can skip to the HTML Content section. Convio Training July 2, 2007 Page 18 of 41
14. Use the WYSIWYG to enter and format the text of the email. (See the Appendix for an explanation of the WYSIWYG features.) 15. Click the Save button 16. Click the Preview button to see how your message looks 17. When you are finished, close the Preview window, make any changes, and repeat the previous two steps 18. Click Convio Training July 2, 2007 Page 19 of 41
19. Click the Update Plain Text button to copy the content from the HTML version into the plain text entry area 20. Review the work and make any changes that are necessary 21. Click the Save button when finished editing 22. Click the Preview button to see how the message looks in an email format <<IMPORTANT>> 23. Close the Preview window, make any changes, and repeat the previous two steps Note: The system will OVERWRITE any changes made in the plain text area once the Update Plain Text button is clicked. That is, if changes have been made in the plain text area then you go back into the HTML Editor and make additional changes, clicking the Update Plain Text button will cause anything in the plain text view to be overwritten to match the HTML version. To avoid this, keep track of any changes made to the HTML version and manually make these changes in the plain text editor. Convio Training July 2, 2007 Page 20 of 41
Sending Email Messages Once your email message is created you need to do two more things before sending the message: Validate the message and set up delivery options. Both of these topics are discussed in this section. Validating an Email Message To help make sure most of your intended recipients will receive a message, you can perform three validation tasks. You can run the message against a SPAM checker to see how likely it is to be marked as SPAM by popular email service providers (such as, AOL, Yahoo, and MSN Mail). You can also set up test accounts in the popular email service providers and then send the message to the accounts to help you see if intended recipients can receive the message and if the message looks different. In addition, you can create a Reviewer List for your audience and send the message to them to evaluate and approve. Validate Message through Mail Service Providers 1. Send yourself a test copy a. Enter email addresses into the text box separated by a comma b. Use several address with different providers (Yahoo, MSN, AOL etc.) c. Click on d. Verify the formatting and deliverability of the email Convio Training July 2, 2007 Page 21 of 41
Copying an Existing Email 1. Click the Messages tab while in an open email campaign 2. Locate the message in the Message List and click Copy from its Actions 3. Type in a description for the email message in the Assign a new name for the message copy field. This description will help identify this message to administrators browsing a messages list 4. Type in the purpose of the mail in the Assign a new purpose for the message copy field. This will help identify the purpose of this message to administrators browsing a messages list 5. Click the Confirm Copy button. The system displays the Email Campaign List page with the message The message has been successfully copied shown along the top of the messages list Convio Training July 2, 2007 Page 22 of 41
6. Click the Edit link next to the name of the new email to make any necessary changes. 7. Click Save when finished editing the message Sending an Email Once an email has been approved it is ready for the final step of the process, being sent. 1. Click Email from the top-level navigation bar 2. Click the Email Campaigns link 3. Click the Campaigns tab 4. Choose your department from the dropdown list 5. Click the Go button 6. Click on the Manage link of campaign you would like to send the email from Convio Training July 2, 2007 Page 23 of 41
7. Click the Messages tab From this screen an email can be edited, copied, deleted, archive approved or previewed 8. Select Approve 9. will appear 10. Click Send Convio Training July 2, 2007 Page 24 of 41
11. Click Target Groups. The target group you choose will determine who the email is sent to Convio Training July 2, 2007 Page 25 of 41
12. Delete any previously selected Target groups form the Selected Groups field. Make sure to also deselect the checkbox next to these in the list of target groups 13. Click the + next to the appropriate group folder 14. Click the box next to the group you want to send the email to 15. Click Finish, located at the bottom of the page Convio Training July 2, 2007 Page 26 of 41
On the Send Email page, you should now see your groups listed under Target Groups 16. Click Next 17. Click Send Convio Training July 2, 2007 Page 27 of 41
You will receive a message on the top of the screen 18. Click Refresh to refresh the screen. Once the status of the email changes from Queued to Sent, your message has been sent Convio Training July 2, 2007 Page 28 of 41
Reports The Convio Tool offers you the ability to run reports that analyze the performance of email campaigns or the performance of particular emails messages. Email Campaign Reports The Email Campaign Reports gather and analyze statistical information about your email campaigns and messages through a variety of reports both at the cross-campaign level and from within a specific campaign. You can use the reports to show such information as the number of emails received and opened by recipients, if recipients clicked links and took action from them (for example, donated money to a fundraiser or took a political action as an advocate), the number of recipients who unsubscribed from mailing lists, and so on. 1. Click Email from the top-level navigation bar 2. Click on the Email Campaigns link 3. Click on the Reports tab 4. Click the drop down box next to the field 5. Select the report you would like to run 6. Click Go Convio Training July 2, 2007 Page 29 of 41
7. On the Select Messages page, from All Selections, click the message name and click the Add button to move the message to the Your Selections box. Continue to repeat this step until you have selected all of the messages that you want to compare 8. Click the Next button 9. Review the details of the report 10. For the report label, type a descriptive name to help distinguish this Click through Details Report from other Click through Details Reports on the Report List page 11. Click the Submit Report button Convio Training July 2, 2007 Page 30 of 41
12. The system will display the Report List page with Queued as the report Status. Click the Refresh button and wait until the system changes the Status to Completed 13. From the Actions column, click View to display the report on your computer in the Report Viewer page Print to display the report in a printer-friendly format Download to save the report to a file and download the file to your local computer or shared network resource Delete to remove the report from the Report List if you no longer need it Convio Training July 2, 2007 Page 31 of 41
Email Report Types Group Performance Report - compares the delivery statistics for each group of constituents to which the email messages for an email campaign were sent, such as the number of email messages sent, delivered, bounced, and opened, as well as the actions taken within each message. Message Performance Report - compares the delivery statistics of two or more email messages sent within an email campaign, such as the number of email messages sent, delivered, bounced and opened, as well as the actions taken within each message. Message Open Report - produces a list of constituents who opened selected messages. Convio Training July 2, 2007 Page 32 of 41
Clickthrough Details Report - produces a list of constituents and links they have clicked for selected messages. Email Response Summary Report - produces a summary of all the actions that recipients took in the selected messages (such as made donations or purchased tickets). Email Response Details Report - shows each recipient who performed an action in response to a selected message and the response action. Convio Training July 2, 2007 Page 33 of 41
Unsubscribe Details Report - produces a list of constituents who unsubscribed from receiving future emails. Hard Bounce Report - produces a list of constituents who did not get the messages because of a bad email address. Soft Bounce Report - produces a list of constituents who did not get the messages due to a soft bounce, or temporary condition (such as the recipient's mailbox is full or the ISP is currently not receiving emails). Convio Training July 2, 2007 Page 34 of 41
Email Campaign Report Types Campaign Performance Report - compares the delivery statistics for each email campaign in which messages were sent, such as the number of email messages sent, delivered, bounced, and opened, as well as the actions taken within the messages. Campaign Open Report - produces a list of constituents who opened selected messages sent from the email campaigns. Clickthrough Details Report - produces a list of constituents and links they have clicked for messages within the campaigns. This report will not be available if you have set the EMAIL_TRACKING_SUMMARY_MODE to TRUE, which forces the system to ignore these details. Convio Training July 2, 2007 Page 35 of 41
Clickthrough Summary Report - shows general information about links clicked in messages within the campaigns. Campaign Response Summary Report - produces a summary of all the actions that recipients took in messages (such as made donations or purchased tickets) within the campaigns. Campaign Response Details Report - shows the recipients who performed an action in response to messages within the email campaigns and the response action. Convio Training July 2, 2007 Page 36 of 41
Unsubscribe Details Report - produces a list of constituents who unsubscribed from receiving future emails. Convio Training July 2, 2007 Page 37 of 41
Email Statistic Definitions Page Views: aka impressions, is the number of times a Web page has been loaded by a browser. A single visitor may result in multiple page views to the same page, because reloading the same page counts as another page view. Open Rate: the percentage of people who opened the email. This percentage can vary widely depending on the type of email, content and audience. Click Through Rate: the percentage of people who received the email message that clicked on links within it. Click through rate is a measurement that we should monitor in order to make adjustments to content, optimizing the performance of the message. Hard Bounces: the message did not get through because the email address was bad. Several hard bounces are expected when emailing a new list of recipients for the first time. Some hard bounces are expected moving forward as people change their email addresses. Consider doing a follow-up with these individuals to retrieve their correct email address. Unsubscribes: people choose not to receive a particular type of email from the GSB. This is a common occurrence as individuals change their preferences for receiving email from us. Convio Training July 2, 2007 Page 38 of 41
Appendix Toolbar Buttons and Drop Downs Description Use to personalize your content for a specific viewer Use to direct selected content to certain users Use to insert a variety of components into your content window Use to link to other Convio content such as events, surveys, and photo albums, or to insert a web link Use to cut content and place it on the clipboard Use to copy material to the clipboard Use to paste material from the clipboard Use to copy and paste HTML created in another source Use to bold text Use to italic text Use to underscore text Use to change text color Use to change text background color Removes formatting from selected word or words -- or from the word where the cursor is placed Use to undo the last toolbar action or to undo typing changes Repeats the last toolbar action or the last section of typing Use to left align Use to center align Use to right align Use to both left and right align Use to create bulleted items from selected text Use to create numbered items from selected text Use to indent text; may be clicked repeatedly to continue moving text to the right (similar to a Tab feature) Use to move text to the left; may be clicked repeatedly to continue moving text to the left (will not affect text that is already left-aligned) Use to create and format an HTML table within the WYSIWYG window Use to create a separate box for certain content; can help the content stand out on the page--especially if you use a border or background color Use to create a quick link to another site, to an FTP or email address, or to an anchor Convio Training July 2, 2007 Page 39 of 41
Use to quickly remove a selected link Use to create a bookmark (anchor); can be useful for adding links at the beginning of long pages Use to spell check content Use to disable the WYSIWYG if you prefer to work directly with HTML code Use to access help files Provides document formatting options for selected text, based on HTML tags provides access to the styles for your site provides font options for selected text provides font size options. Options are based on percentage so those users who have viewing options set to larger or smaller font sizes will keep your content in perspective This drop-down menu duplicates the functions of the View buttons at the bottom of the WYSIWYG window, allowing you to switch between Normal View and Source View (the HTML View) Convio Training July 2, 2007 Page 40 of 41