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Meeting Metrics in the Age of COVID

  • 1.  Meeting Metrics in the Age of COVID

    Posted 28 days ago
    Good afternoon, all.

    My department just had our annual planning meeting this week, and the gift officers were given their meeting/visit goals. Now the responsibility falls on the Advancement Services division to figure out how to track goal progress. This is a new metric for us, as opposed to a general total action goal, which we used last year. It is an attempt to focus more on stronger connections with assigned constituents.

    For background, we just migrated to RE NXT (great timing, right?), and I'm doing my best to keep the action entry as simple as possible to avoid issues as everyone is learning a new system. We'd also like to use as much of the built-in NXT reporting as possible.

    Our AVP oversees the gift officers and sets the goals, which he determined would be a weekly meeting metric unique to each officer. The term "meeting," however, is where it gets difficult. In his opinion, some constituents prefer to meet over the phone, and not face-to-face. In those cases, he wants to count lengthy, intentional phone calls as "meetings."

    We've discussed this at length, including the challenges in counting some phone calls, but not others. NXT, by default, won't inherently differentiate between phone calls by the content discussed. I'd prefer to avoid adding a meeting action in NXT that truly was a phone call, although I've considered using a "location" field option of "phone."

    COVID throws another wrench into the mix, because many meetings are not happening anymore. The team has not embraced virtual meetings (via Zoom/Teams/etc.).

    Have you run into this at your organizations? How have you handled tracking these intricacies?

    Thank you for your guidance and ideas.

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    Nate Laning
    Director of Advancement Services
    Trinity Christian College
    nathan.laning@trnty.edu
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  • 2.  RE: Meeting Metrics in the Age of COVID

    Posted 28 days ago
    Hi Nate,

    In RE NXT, you have the ability to customize the Action Type field. Could you perhaps track these as whatever "Category" is appropriate (meeting, including virtual; or phone; etc) and then use the Type field to indicate casual conversation or substantive communication (by whatever grouping you decide is appropriate)?

    Ingrid Zepp
    Director, Advancement Operations
    Mary Baldwin University






  • 3.  RE: Meeting Metrics in the Age of COVID

    Posted 28 days ago
    Thank you for your suggestion, Ingrid. Unfortunately, we already use the Type field for discovery, cultivation, solicitation, etc.

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    Nate Laning
    Director of Advancement Services
    Trinity Christian College
    nathan.laning@trnty.edu
    ------------------------------



  • 4.  RE: Meeting Metrics in the Age of COVID

    Posted 26 days ago
    We let the dev officers use their judgement and let them consider a phone call a meeting when it is really like a meeting.  So, if it is a substantial conversation that moves the relationship forward they can put it in as a meeting not a phone call.

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    Lisa St. Hilaire
    Executive Director of Advancement Services
    Southern New Hampshire University
    l.sthilaire@snhu.edu
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  • 5.  RE: Meeting Metrics in the Age of COVID

    Posted 25 days ago
    Thank you, Lisa.

    Your response makes me rethink my hesitancy to creating a "phone" location option for meetings in NXT. While the data integrity side of me wants to reserve meetings for pure, face-to-face meetings, using the location field will get the job done and allow me to exclude those actions when I need to do some research on who we've actually met with and who we haven't.

    It sounds like it will be important for our AVP to clearly communicate when to use the meeting action with the phone location option vs. a phone action. But monitoring that will be up to him. 

    I appreciate your feedback. Thank you.

    ------------------------------
    Nate Laning
    Director of Advancement Services
    Trinity Christian College
    nathan.laning@trnty.edu
    ------------------------------



  • 6.  RE: Meeting Metrics in the Age of COVID

    Posted 24 days ago
    Hey Nate,
    We ran a tutorial on this topic a few weeks ago, with examples of how to automatically flag contacts as "meaningful" while properly keeping them as "visit", "phone call", "email", "online meeting", etc.  I would recommend keeping both dimensions ... the type of contact, and then whether it was meaningful or not.  In this tutorial we also presented some data on why in-person visits actually never have been the best way to connect with some prospects, especially at the later stages of cultivation and solicitation.  You can access the report and the video at 

    https://info.pursuant.com/what-to-measure-when-you-cant-visit-prospects

    Hope this helps,
    Doug Cogswell
    EVP Pursuant || President Advizor
    630-971-5201



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    Doug Cogswell
    doug.cogswell@ADVIZORSOLUTIONS.COM
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