1. Communications Management Basics
NWEUG
2016
Tammy Robertson, PhD
North Idaho College
July 14, General Interest
Forest Grove, Oregon

2. Session Rules of etiquette
Please turn off your cell phone/pager
If you must leave the session early, please do so as discreetly as possible
Please avoid side conversation during the session
Thank you for your cooperation!

3. Session Agenda Overview
Components of Communications Management and Communication Flow
Getting Started
Creating a Document
Processing a Document
Next Steps
Session Summary

4. Overview
The Who, What, and Why of Communications Management

5. What Can Communications Management Do?
Create, process, and track all Incoming and outgoing correspondence
Can be used across all institutional areas
Housed in Core
Accessible from all Colleague applications
Multiple communication methods
Letters
HTML
Texting
Communications Management is a powerful tool used to create, process, and track incoming and outgoing communications between your institution and its constituents. It is a comprehensive module used by all areas of the institution; therefore, it is housed in Colleague Core and is accessible from all Colleague applications.
Because it is a core feature, Comm Mngmnt utilizes the existing hierarchy for names, addresses, and addresses.

6. What Can Communications Management Do?
Captures and stores all communication efforts between the institution and its constituencies such as:
Prospects & Applicants
Students
Alumni
Donors
Employees
Vendors
Job Applicants
The Communications Management module is designed to capture and store all communication efforts from or to an individual or organizations .

7. Benefits of Communications Management
Automation
Monitoring
Linking capabilities
Scheduling or ad-hoc
Some of the benefits of using Communications Management include the ability to:
Automate outgoing items in a pre-defined sequence.
Monitor requested and received incoming items noting when a file is completed.
Link related incoming and outgoing communications.
Process mailings on a scheduled or ad-hoc basis.

8. Who Can Use Communications Management?
Admissions
Residence Life
Financial Aid
Accounts Receivable
Registration and Records
Institutional Advancement
Human Resources
Every area of your institution can leverage the power of the Communications Management module. Here are some examples of how various business areas might use Communications Management to manage incoming and outgoing information.
Admissions
Record the admissions application and monitor all supporting documentation necessary to complete the application such as test scores and transcripts.
Communicating with prospective students. You can record each time a prospective student contacts your institution as well as initiate letters, s, or phone calls back to the prospect.
Sending decision letters. You can send various admissions decision letters and follow up correspondence as appropriate.
Residence Life: Send letters informing students of their room assignments in the dorm and of any additional information they may need before moving in or even throughout the semester.
Financial Aid
Record required documentation to complete the verification process such as tax returns and verification worksheets.
Sending Satisfactory Academic Progress results. You can notify students if they are at risk of losing their financial aid for reasons such as poor academic performance.
Monitoring entrance and exit interviews. You can send notifications to students who have loans but have not yet completed required entrance or exit interviews.
Reminding students to accept/reject awards. You can send reminders to financial aid applicants that they need to either return their award letter or note their acceptance/rejection of awards via WebAdvisor.
Accounts Receivable:
Send letters to students who are in collections until full payment is made.
Returning checks with insufficient funds. If a student writes a check but has insufficient funds to cover it, you can notify the student as well as request additional fees for the insufficient funds check.
Notifying students of changes in class fees. You can send an to all students registered for a course when there is a change in fees for the course.
Reminding students of their balance. You can send regular s or letters to remind students of their current balance.
Registration and Records
Record the items a student needs to provide for participation in commencement ceremonies such as fees, cap and gown reservations, and ticket requests.
Notifying students of probationary status. You can notify students placed on academic probation of the terms of their probation.
Monitoring orientation. You can remind incoming students that they must participate in orientation and complete certain requirements before they are allowed to register for classes.
Completing the graduation application. You can monitor the requirements a student must complete in order for their application for graduation to be considered complete such as paying fees, reviewing any restrictions on their record, or reviewing their Degree Audit evaluation.
Institutional Advancement
Send an acknowledgement and/or receipt to the donor when a donation is received.
Soliciting donations. You can send letters, cards, and s to your alumni base requesting donations to build your endowment.
Mailing pledge reminders. You can define a pledge reminder schedule so donors are aware of when pledge payments are due.
Updating the directory. You can send requests to alumni asking for updated information so that you can update the alumni directory.
Human Resources
Record each item a new employee must complete upon hiring, such as W-2s, I-9s, and directory information.
Recruiting prospective job applicants. You can record contacts from potential job applicants and inform them as new positions become available.
Requesting benefits updates. You can send notices during your institution's open enrollment period requesting updates from employees as well as verifying receipt of any requested changes.
Completing Family and Medical Leave Act (FMLA) requirements. You can send reminders to an employee who has applied for Family and Medical Leave Act (FMLA) eligibility to complete the requirements before the request is processed.

9. Components of Communications Management and Communication Flow
The major components of Communications Management and how they work together in a communication flow

10. Components of Communications Management
Documents
Letters s
Tracks
Date specific
Specific number of days
Request Definitions
Group of communication codes
Communication Codes
Incoming contact
Key component
Four types
Catalyst
Shell
Trigger
Flag
A document is a single outgoing item sent to an individual or organization. A track is a series of documents. Tracks define the sequence and date of items going out to an individual or organization. A communication code is a single incoming contact with your institution. When your institution is contacted by an individual or organization, you enter the corresponding communication code. Communication codes can then trigger other actions, such as updating an individual's status, sending a piece of outgoing correspondence, or assigning the individual to a follow-up track. Communication codes are used to represent each incoming item, whether it is requested or not. Examples of communication codes are returned mail, phone calls, website entries, completed forms, and s. A request definition is a group of communication codes. It contains a list of items, represented by communication codes, that are requested from an individual. As each item is received or waived, the request definition is updated. In order for the request definition to be considered complete, each individual item must be received or waived by the institution. Now that you have some ideas of how you might use the Communications Management module, let's take a closer look at how you harness the power of the tool. The key is the communication codes.

11. Types of Communication Codes
Externally Initiated
Internally Initiated
Catalyst
Code that records an item sent to institution
Can assign or delete
Shell
Does not assign or delete
Trigger
Code assigned by institution
Result of an internal process
Can assign or delete
Flag
Characteristic about the individual
Does not assign or delete
Catalyst: Code that records an item sent to your institution by an individual. It automatically assigns or deletes documents, tracks, or request definitions.
Shell: Code that records an item sent to your institution by an individual. It does not assign or delete other components.
Trigger: Code assigned by your institution as a result of an internal process. It automatically assigns or deletes documents, tracks, or request definitions.
Flag: Code assigned by your institution to record a characteristic about the individual that cannot be stored elsewhere. It does not assign or delete other components.

12. Putting the Components Together

13. Communication Flow Order
Build all documents
Build tracks linking documents
Create shell and flag communication codes
Create request definitions associating communication codes
Create catalyst and trigger communication codes associating documents, tracks, and request definitions
This order allows you to associate existing components to new components without having to switch back and forth. For example, by building all the documents first, you do not need to worry about defining those documents as you are also building the track. You simply need to associate the existing documents to your new track.

14. Getting Started
Naming conventions and adjusting your security settings in MS Office

15. Where do I start? Naming Convention Maximum of 8 Characters
Office – 1 or 2 Characters
Type – 1 Character
Document
Paragraph
(rich text)
HTML
Track
Communication Code
Request Definition
Year (if needed) – 2 Characters
Description – Remaining Characters
It is extremely important that you develop a naming convention for your Communications Management codes. Since all offices can use the module, standardized naming conventions (smart coding) will help determine which codes belong to which office, as well as what each code means.
Communications Management coding decisions should be made at a high level (i.e., Core Team) to assure consistency. Try to keep smart coding as logical and simple as possible.

16. Security Settings

17. Creating a Document
Let’s build a document

18. DOC - Let’s Build a Letter

19. Doc – Document Types

20. DOC – let’s build a Letter
Receipt Numbers No
Yes
History Type
Code
Full
None
Send Multiple
Print Day
Receipt Numbers: Enter Y to print receipt numbers on documents. Enter Y to print receipt numbers on the documents. Enter N or leave this field empty if receipt numbers are not required. If you enter Y, the receipt number increases automatically when the receipt is created. The receipt number is stored in the LR.RECEIPT.NUMBER field of the LTREQ record for each document. The last number used is stored in the DOCUMENT.NEXT.RECEIPT.NUMBER field of the DOC.CTL record. CDD Name: DOCUMENT.RECEIPT.OPTION
History type affects what data is stored in the individual's mailing history. The three options are:
Code. This history type records the document code and processing date in the individual's historical mailing record. Code is the most frequently used history type.
Full. This history type records a full history on the pending document details in the LTR.ARCV file. This is used infrequently since the data cannot be accessed from any form.
None. This history type indicates that no history is maintained on the document, even if you elect to history the document through a batch process. This option is often used for reusable documents such as generic label documents.
Send Multiple: If you enter Yes, the document can be automatically assigned multiple times to the same person. If you enter No, the document will not be assigned automatically to the same person multiple times. However, you can manually assign the document using the Individual Pending Correspondence (IPC) form.
By selecting Daily, this document will be assigned to the individual regardless of the day of the week. You can also select a specific day of the week. If the Print Date calculated does not fall on the day of the week specified, the Print Date is changed to correspond with the day of the week you entered.

21. DOC – Let’s build a Letter
Name/Addr Hierarchy
Mail Type
Merge File
LTREQ
PERSON
Any PERSON co-file
The hierarchy listed is used any time this document is processed. Hierarchies determine the appropriate name, address, or address to use when the document is processed.
You can select a mail type for individual or joint mailings. The code selected here is used in conjunction with the Joint Mail and Joint Solicit flags on the Joint Mailing (JTML) form. The five options are:
Individual. If selected, the document will be sent to each person in the batch regardless of whether they have a relationship established on the JTML form. If the field is left blank, this option is used.
Joint Mail Either. If the Joint Mail flag on the JTML form is set to Yes, the document will be sent to both people regardless of whether the second person is in the batch being processed.
Joint Mail Both. If the Joint Mail flag on the JTML form is set to Yes, the document will be sent to both people only if both people are included in the batch being processed.
Joint Solicit Either. If the Joint Solicit flag on the JTML form is set to Yes, the document will be sent to both people regardless of whether the second person is in the batch being processed.
Joint Solicit Both. If the Joint Solicit flag on the JTML form is set to Yes, the document will be sent to both people only if both people are included in the batch being processed.
The merge file influences what fields can be extracted from Colleague during processing so you want to enter a merge file that aligns with the fields you need to extract. Some commonly used files are:
LTREQ since this contains name and address data based on the hierarchy specified above.
PERSON since this contains basic demographic information you may want to include in the letter.
Any PERSON co-file since there is a co-file in many business areas that contains data you require in your letter or links to other files with the data you need.

22. DOC – Let’s build a letter
Although there are is more to do, it is good practice to save your changes first.

23. DFS – Document File Setup
The merge file is used to identify which merge fields can be used for the document. You can use any fields in the merge file or any fields from other files as long as there is a defined pointer between the merge file and the file where the fields reside.
This file stores the template document you will build in Word. This is also displayed on the Hardcopy Document Options (HDCD) form. PC.LTRS is a directory serving as the default location for the template documents.
The Length, Justification, Fill, Truncate, and Conversion String columns will populate automatically when you enter each field. These parameters are pulled from the field's Central Data Dictionary (CDD) settings. If you are adding a multivalued field, you must enter a value in the Max Values column associated with the multivalued field. This will create a separate merge field in the header record for each value up to the Max Values setting. This prevents variable length records. If the field is not in the merge file listed, the Pointer field will populate automatically, based on the field's CDD settings.
The Length, Justification, Fill, Truncate, and Conversion String columns will populate automatically when you enter each field. These parameters are pulled from the field's Central Data Dictionary (CDD) settings. If you are adding a multivalued field, you must enter a value in the Max Values column associated with the multivalued field. This will create a separate merge field in the header record for each value up to the Max Values setting. This prevents variable length records. If the field is not in the merge file listed, the Pointer field will populate automatically, based on the field's CDD settings. Knowing what fields to list on the DFS form requires research and practice.

24. HDCD – HardCopy Document Options
Word Processor Document Format
DOC MS Word .DOC file
DOCX MS Word .docx file
New docx File Version
2007
2010
The Word Processor Document Format setting allows you to specify the format in which a new word processor document will be created, or to change the format of an existing word processor document. Options include DOC for Word 2003 documents and DOCX for Word 2007 or Word 2010 documents.

25. Create/Edit Document - Setup
If a popup message similar to the one on the right doesn’t open, you may have to click the link in the browser window (do not close).

26. Create/Edit Document - Setup

27. Create/Edit Document - Setup
Insert Letterhead
Insert Fields
Write Letter Body
Exit MS Word

28. Create/Edit Document - Setup

29. Create/Edit Document - Setup

30. Processing a Document
Let’s see our handiwork

31. PCEX vs. PCB PCEX – Express Corresp. Processing
Ad-hoc document processing
Merge file must be LTREQ, PERSON, or PERSON co-file
Can be processed in a single step or in two steps
PCB – Process Correspondence Batch
Document processing for a group
Part of Communications Management automation and workflow process
Additional housekeeping steps required

32. PCEX – Express Corresp. Processing
Enter Document Name
Build Letter Requests – Yes
Process Letter Requests – Yes
Enter Recipients
Saved List Name
Person IDs
Save Work

33. PCEX – Express Corresp. Processing
Click Finish Button and then close Report Browser.

34. PCEX – Express Corresp. Processing
Don’t Click on Finish or Close Windows – Wait Until Screen on Right Appears
Open CONTROL.docm
Enable Content

35. PCEX – Express Corresp. Processing
ALT + Shift + N
Merge To New Document

36. Voila! Print and/or Save Merged Documents Locally
Close Merged Documents
Close DATATEL.docx – Do Not Save!
Return to Colleague and Click Through Prompts
Read Error Report

37. Error Report
These 2 errors can be safely ignored. They are warnings that a temporary file was created and then deleted.

38. IHI – Individual History by Office

39. Next Steps
The steps Ellucian recommends for building the Communications Management components

40. Next Steps Create a list of contacts initiated by your office
Group or sequence similar outgoing items
Create a list of all contacts received by your office
Group similar items
Determine how incoming items can be linked to outgoing items
Determine how outgoing items can be linked to incoming items
Identify ad-hoc incoming and outgoing items
Map communication flows
Build and test communication flow in test environment before proceeding to production

41. Session Summary The Big Picture of Communications Management
Creating and Processing Hard Copy Documents
Planning Your Communication Flow

42. Thank You!
Tammy Robertson, PhD
(208)