1. Lessons Learned: How to Successfully Manage a Volunteer Administrator Dartmouth College Staff  Judith Doherty, Executive Director Information Management Systems and New Media for Advancement  James Barkley, Manager of Online Services Information Management Systems and New Media for Advancement  Olivier Gilloux, Assistant Director, Alumni Leadership Alumni Relations  Lesley Thompson, Application Analyst Information Management Systems and New Media for Advancement

2. Agenda  Dartmouth at a Glance  Volunteer Admin Access  Support for Volunteer Admins  Lessons Learned

3. Dartmouth at a Glance Founded in 1769, Dartmouth College is a member of the Ivy League and consistently ranks among the world's greatest academic institutions. The Basics:  Location: Hanover, New Hampshire  Type: Four-year private, liberal arts  Affiliation: Ivy League  Students: Approximately 4,200 undergraduate, 2,100 graduate  Alumni: 77,000  Divisions: Undergraduate College with more than 40 departments and programs; graduate schools of Arts & Sciences, medicine, engineering, and business

4. iModules at Dartmouth  Sealed Sub-Communities: 221 Total, 180 Active  iModules Administrators: 497  Between October 31, 2014 and April 28, 2015: Number of event transactions: 63 events, 7,267 registrations and over $55,000 in event revenue Number of email communications: 2,432 emails were sent

5. Volunteer Admin Access  Request Volunteer submits request form online Form is reviewed and approved by Alumni Relations who then forwards to IMS team  Grant IMS team grants access then provides information regarding first time login, training and additional support resources  Onboard Once access has been granted, volunteer requests training via the Alumni Help Desk

6. Support for Admins  Online Resource Page http://dartmouth.imodules.com/help page for onboarding, support, and documentation http://dartmouth.imodules.com/help  Tier 1: Alumni Help Desk (7) Basic training, basic troubleshooting, escalation to tier 2 or 3  Tier 2: Volunteer liaison (1) Advanced training, advanced troubleshooting, best practices, new feature requests, partnership with business owners, escalation to tier 3 and iModules Application Support  Tier 3: Information Management Systems and New Media team (2) Advanced training, advanced troubleshooting, escalation to iModules Application Support

7. Lessons learned  Dispel myths  Determine priorities  Drive change

8. Lessons learned  Utilize Group Name Tokens for content pages, email templates, footers, etc.  Determine whether a volunteer organization should use a sealed sub-community or the Groups functionality  The concept of Non-member records confuses volunteers  Volunteers have an easier time getting started with and using the email tool, and then the content tool. Forms and events are more difficult.  Using your institutions authentication, allows you to control security and lets your constituents have a single username and password, however,

9. Lessons learned continued…  Train on business use as opposed to technical use  Small (1-3 people) individualized training sessions have worked best for our volunteers  Roles of IT, Alumni Relations/Volunteer Managers and Communications team need to be defined  Come up with a policy for integrating/using other services such as Google Calendar, PayPal, Twitter feeds, etc. on volunteer sites  Be careful with RSS Feeds that you do not control

10. Contact Information  Judith Doherty Executive Director Information Management Systems and New Media for Advancement Judith.A.Doherty@Dartmouth.edu | 603.646.2092 Judith.A.Doherty@Dartmouth.edu  James Barkley Manager of Online Services Information Management Systems and New Media for Advancement James.Barkley@Dartmouth.edu | 603.646.9349 James.Barkley@Dartmouth.edu  Olivier Gilloux Assistant Director, Alumni Leadership Alumni Relations Olivier.Gilloux@Dartmouth.edu | 603.646.3929 Olivier.Gilloux@Dartmouth.edu  Lesley Thompson Application Analyst Information Management Systems and New Media for Advancement Lesley.S.Thompson@Dartmouth.edu | 603.646.0293 Lesley.S.Thompson@Dartmouth.edu