Constituent360: Contacts, Groups, and
Interests
Overview ..............................................................................................................................................................2
Objectives.............................................................................................................................................................2
The Role of Constituent360 .................................................................................................................................3
EXERCISE 1.1: Registering as a User ..........................................................................................................4
Registered Users .................................................................................................................................................5
Creating Registered Users in Constituent360......................................................................................................7
EXERCISE 1.2: Creating a Constituent360 Contact Record ........................................................................9
Anatomy of a Contact Record ........................................................................................................................... 10
EXERCISE 1.3: Searching for a Constituent360 Profile Create the Contact Record ............................... 14
Username and Passwords ................................................................................................................................ 15
What Makes Records Unique? ......................................................................................................................... 19
Enforcing Unique Email..................................................................................................................................... 20
EXERCISE 1.4: User Activity ..................................................................................................................... 21
Groups............................................................................................................................................................... 22
EXERCISE 1.5: Creating and Populating a Group..................................................................................... 28
Interest Categories ............................................................................................................................................ 29
EXERCISE 1.6: Setting up an Interest Category ....................................................................................... 37
Objectives Summary ......................................................................................................................................... 38
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Overview
The core of all Convio software, Constituent360 is a sophisticated online database that houses constituent
profiles. Every interaction a constituent has with your organization – from registrations and donations to click-thrus
on email or Web page links – is stored in a single profile, which automatically builds over time. By capturing and
centralizing information on each constituent, your organization can more fully understand what motivates
constituents and segment constituents for communications tailored to their interests.
Objectives
Objectives
Upon completion of this section, you will be able to:
 Identify the Role of Constituent360
• Experience user registration
• Identify the four ways contact records are created
• Describe the anatomy of a contact record
 Describe how Convio responds to new registered users
 Describe what makes contact records unique
 Distinguish Groups & Interests
• Describe the relationship between Groups and Interests
• Create and populate a Group
• Create a new Interest
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Constituent 360: Contacts, Groups, and Interests
The Role of Constituent360
Constituent360: Your Online Database
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Constituent360 acts as the hub of the wheel that is your Convio software. All Convio modules interact with, and in
many cases, enhance the data you have on your contacts. Most of the time, Convio won’t interact directly with
your offline data sources, so part of your deployment includes an import of existing constituent records from your
offline data source into Constituent360. From there, you can use a Convio DataSync to be sure that changes in
each database are exchanged with each other, to keep your constituent data current in both. A DataSync is a
series of regular imports and exports between the two databases. Your organization may also consider a
Connector or develop APIs for more real time synchronization of changes.
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EXERCISE 1.1: Registering as a User
Create a Contact Record as a User
On the AHS homepage, click on the “Learn More” link in the “Sign up for our monthly e-News today” section
located in the middle of the page. Sign up to subscribe to the e-News. Note that:
• e-News is selected by default.
• Other newsletters are also available for subscription.
• The web versions of past issues are available
1. Go to the AHS homepage
2. Observe the page wrapper. Are you logged in?
3. Fill out the Registration Form to
receive the newsletter
4. Make a note of name and email address below
5. Observe the page wrapper. Are you logged in?
Scenario #1
Mary is at home and hears about
AHS from a friend. She decides to
go to the website and register using
an email address she shares with
her husband, John.
Name:
Email:
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Registered Users
Key Concept - The “Registered User”
Registered User = anyone who has a contact
record in the Constituent 360 database
Registered Users
Constituents
Administrators
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“Registered user in Convio” means anyone who has a record in the Cons360 database. This includes not only
the users but the administrators also. Administrators and users are differentiated only by different security
categories.
Constituent360: Search for Constituents
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Access contact records in Constituent360.
You can use as many as seven fields to search for registered users in Constituent360. Email is usually the best
way to search for contacts, since most organizations enforce unique email registration.
Constituent360: Search Results
View or
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edit individual record
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After submitting a search, you will be presented with a list of users that match your search terms. The more
specific the search, the more targeted the list of potential matches will be.
From the list, you can view or edit an individual record.
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Creating Registered Users in Constituent360
How are Registered Users Created?
1. Import from file or other database
2. Automatic registration occurs with the
completion of certain transactions/interactions
on the site
3. Self-registration via custom Survey form
4. Manually by an administrator
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•
Importing records from an external database file usually occurs when an administrator needs to create a
large number of records at once.
•
The most common Automatic Registrations occur as a result of the following actions taken by site
visitors:
 Making a donation
 Registering for an event
 Completing an Action Alert
•
Self-registration implies that the user knowingly created a contact record and in the process supplied a
username and password for the creation of the record.
•
Manual creation is the least common method of creating records in Constituent360. It typically occurs
when a constituent has contacted your organization via an offline method (phone, snail mail) and has
requested to be added to your mailing list. A good rule is that an administrator should not create a
Registered User in Constituent360 if there is no email address associated with it.
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Constituent360: Search Results
Create new records
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Let's create a new record so that we can take a look at an individual contact record.
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Constituent 360: Contacts, Groups, and Interests
EXERCISE 1.2: Creating a Constituent360 Contact Record
Create the Contact Record as an Administrator
1.
2.
3.
4.
Navigate to Constituent360
Select Constituents
Select Add One Contact
Provide information for all requisite fields:
a. “First Name”
b. “Last Name”
c. “User Name”
d. “Password” (retype field also required)
e. “Email”
5. Write down the name and email for future reference
6. Click Save
Scenario #2
You receive a request as the Convio
Administrator at AHS to create a
user account for a colleague without
them having to register on the site.
Name #2:
Email #2:
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Anatomy of a Contact Record
Anatomy of a Contact Record
Access specific information in
each tab of the contact record
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A contact record in Constituent360 gives an administrator a full (360 degree!) view of the Registered User. You
can view:
•
•
•
•
•
•
•
•
Profile (Overview of biographical information)
Directory Preferences (applies only if Directory is purchased)
Email Preferences
Website Interests (user-driven database segmentation)
Groups (administrator-driven database segmentation)
Interactions
Transactions (financial)
Notes (added by administrators about users)
You can also edit Contact Records on the fly.
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Constituent 360: Contacts, Groups, and Interests
Anatomy of a Contact Record
Automatic formatting and
validation feature keeps
information consistent
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Convio automatically format and validate certain constituent data entered in forms, including the full name, mailing
address, phone number, and email address of constituents. So "St." and "Blvd" will be formatted to "Street" and
"Boulevard".
Anatomy of a Contact Record
Read-only fields are
Convio-generated
information
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Value for the Read Only fields are not editable.
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Anatomy of a Contact Record
Offline database ID
for data sync purpose
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In order for the Cons360 database and your offline database to synchronize, each database needs to store the
other’s unique identifier. You can store your offline database's unique ID in the “Member ID” field.
Anatomy of a Convio Contact Record
a campaign / page through a
constituent first interacted with
e.g. 2010 membership drive
The application a constituent
first interacted with
e.g. Donation
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“Origin Application Type” shows you the application a constituent first interacted with. For example, if someone’s
contact record is created because s/he gives money, then the Origin Application Type shows “Donation.” If you
need more granular information such as which donation campaign this person responded to, use the Source
Code.
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Constituent 360: Contacts, Groups, and Interests
Anatomy of a Convio Contact Record
Constituent has
actively logged in to
your site
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“Active Detail” tells you if this user has actively logged in to your site after his/her contact record was created.
Anatomy of a Convio Contact Record
Unless “Yes” you
cannot email from
Convio
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“Accept Email” tells you whether a user has opted in to email communication. Convio will not email anyone who
hasn't explicitly agreed to receive email communication from your organization.
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EXERCISE 1.3: Searching for a Constituent360 Profile
Create the Contact Record
1. Navigate to Constituent360
2. Select Constituent
3. Search for the contact record you created in EXERCISE 1.2 using the email address you provided
4.
5.
6.
7.
8.
Select Edit
Select Change/Reset Password
Provide a new password (hint is optional, but suggested)
Select Save
Verify that the contact record displays “Successfully changed password”
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Constituent 360: Contacts, Groups, and Interests
Username and Passwords
Username and Passwords
Username
PW
Automatic or selfregistration triggers an
Autoresponder
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The method of sending a welcome email depends on how someone was registered. Users who register online
can trigger an autoresponder email that we help you set up during deployment.
Registration Autoresponder
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Registration Autoresponder is defined in the “Autoresponder Center” under “Setup.”
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Username and Passwords
Username
PW
Set up a recurring email to new
users registered by administrator
methods
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When an administrator registers someone, either by import or the manual method we tried, no autoresponder is
triggered. It’s still important to welcome these new users, and you can do so via a recurring email in an email
campaign.
Sample Welcome Email
Sent via autoresponder or
email campaign, depending
on registration method
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This is a sample welcome email. Along with the username and password of the user, the welcome email gives
the user the opportunity to provide further information by following the “Update your Profile” link.
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Constituent 360: Contacts, Groups, and Interests
UserLogin Page
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Now that a record is created and login information is communicated, the user can log into your site.
UserLogin Page
Template page
included w/all
deployments
Triggers for login
reminder
autoresponders
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Every Convio-powered site contains a page called the UserLogin page. On the UserLogin page, there are tools
that generate username and password reminders in the form of an autoresponder email. These autoresponders
are also set up as part of your deployment.
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User and Administrator Login
User user profile:
i.e. [email protected]
User admin profile:
i.e. [email protected]
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Administrators and users cannot use the same login information. As an administrator of the site, your work email
address is probably tied to the administrator account. In order for you to test drive your site as a constituent, you
need to create a separate login account with your personal email.
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Constituent 360: Contacts, Groups, and Interests
What Makes Records Unique?
What Makes Records Unique?
Administrator-visible:
• Cons ID
• Member ID
User-visible:
First name
&
Last name
&
email
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There are several keys that are unique to each constituent.
•
Constituent ID is the unique key generated by Convio for every Registered User created in
Consituent360. It is typically not used directly by client administrators, and for that reason is not one of
the fields available in a Registered User’s profile tab.
•
Member ID is the unique key generated by your offline database to identify contact records. When a
ConsID and a MemberID are “synced”, the record is guaranteed to be unique.
Contact ID and Member ID are only visible to administrators.
When completing an action that could potentially create a record, if a user provides the combination of “First
Name”, “Last Name” and “Email Address”, Constituent360 will recognize this person as a unique user. If this
combination already exists in Constituent360, the system will avoid creating a duplicate.
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Enforcing Unique Email
Site Set-Up: Unique Email Enforced
• No record may have the same email address as
any other record in C360
• What happens if I’m not logged in and I use same
email as existing registered user for:
• Most transactions – credited to existing user, no
updates to profile tab data
• Surveys/Forms – depends on survey/form settings
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Since most user-completed actions on your Convio site will create a record for a user that does not already have
one, when unique email is enforced (as it almost always should be) certain rules apply to how duplicate email
addresses will be handled.
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Constituent 360: Contacts, Groups, and Interests
EXERCISE 1.4: User Activity
Make a Donation
1.
2.
3.
4.
5.
Go to the user side of the American Health Society
Click Donate Now
Click Make Your General Donation
Use a DIFFERENT name and SAME email address
Payment information section
• Visa 4111 1111 1111 1111 and CVV 111
6. Observe the page wrapper. Are you logged in and
being recognized by name?
Scenario #3
Mary hears about AHS from John but
is unaware he has registered on the
website. She decides to make a
donation and uses the email address
she shares with John.
Name #3:
Email #3 (same as #Scenario 1):
View Contact Record as an Administrator
1.
2.
3.
4.
Log in to AHS as an admin
Go to Constituent 360 > Constituent
Search for the email you used to register and make a donation
Notice the difference on the “Transactions” and “Interactions” tabs
Create a Duplicate
1. Go to the user side of the American Health Society
2. Click Sign Up Now
3. Same name as initial registration but use a
DIFFERENT email address
4. Observe the page wrapper. Are you logged in?
Name #4 (same as #1):
Email #4:
Scenario #4
John is at work and browsing the
website when he notices an Action
Alert that is very important to him.
Forgetting to log in, John takes the
Action Alert, and provides his work
email address instead of his
personal one.
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Groups
Key Concept - Groups
Any Registered User Group
Donors
Staff
Donor
Advocates
Interns
Advocates
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Groups are the administrator-driven method for segmenting records in the Constituent360 database. Constituents
can be in an unlimited number of groups. Your users do not have visibility into the groups to which they belong.
Let’s take a look at how groups are used in Convio.
Using Groups
By slicing & dicing constituents based on common attributes,
you can:
1. Target email audiences
“Any Registered User” group
E-News
recipients
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Constituent 360: Contacts, Groups, and Interests
In Convio, you do not send email to individuals. Rather, the email audience is always a group of individuals. In
this example, those who opted into the e-newsletter are bundled together in a group, so that you can set this
group as the target recipient of this newsletter.
Using Groups
By slicing & dicing constituents based on common attributes,
you can:
2. Conditionalize content
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You can use groups to modify and target your content too. In this example, the same page displays different
content. The one on the top shows the content defined for the long time supporters.
Viewing Groups
Donors
Staff
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Let's go to the group management area. You can access it by choosing Constituent 360 > Groups. Groups are
divided into two categories—there is a user group tab and an administrator group tab.
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Finding Groups
Filter by
group type
©2009 Convio, Inc. | Page
Search by group
name
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To search for a group, you can either use the group type folder structure or the search box.
3 Types of Groups
1. Automatically created groups
• Donors
• Event attendees
•
• Survey respondents
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There are 3 ways to create and populate groups. Automatically created groups are the most common. For
example, those who registered for an event will be put into an event participants’ group. Some of the members of
that group may also belong to the survey responders’ group by submitting a survey response.
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Creating Groups
2. Dynamically created groups
• In conjunction with creating Interests (opt-in/out)
• From Query results (which can be automatically
and periodically refreshed)
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Groups can be created dynamically. For example, as soon as a user signs up to receive a newsletter, that person
belongs to the newsletter opt-in group.
Creating Groups
3. Manually created groups
•
• Add members one by one manually, or en masse via
Import / Export
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In some cases you can create groups manually. This is useful when you want to set up a group like an “email
reviewers group.”
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Creating Groups
Manually create
new groups
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Group Maintenance
• A Group you created that is no longer relevant can be
deleted from the Group Information screen
Automatically created
groups cannot be deleted
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Groups you no longer need can be deleted. However, this is limited to manually created groups and query based
groups. Automatically created groups do not have the delete option.
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Group Maintenance
• Two Groups can be combined into one
• Build a Query selecting people “in Group A” OR “in Group B”; use the
result set to create the superset Group C
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You can combine two groups into one by creating a query based group. You might have a group of California
residents who have donated over $500.00, for example. You might also have a group of people who purchased
from your ecommerce store. You can write a query to pull the members of both groups and create a new group
that includes all of them.
Group Maintenance
• A large number of registered users can be added to any
new or existing group
*Use only for manually created groups
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You can bulk-add users to any group by building a custom constituent import from Import/Export under Data
Management. However, do not use this for query-based or automatically created groups because the next time
the group is rebuilt, those users who don't match the criteria will be excluded. For example, you can manually
add a non-CA resident to the “CA Residents w/ over $500.00 Lifetime Donation” group, but the next time you rerun this query, that user will be eliminated from the group.
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EXERCISE 1.5: Creating and Populating a Group
Manually Create a Group
Create a group of internal staff members so that you can use it to test your emails before sending them out to the
constituents.
1. Select Constituent360 > Groups
2. Select Add New Group
3. Provide a unique name and description for the group. Both should illustrate the purpose of the group
4. Leave Security Mode to “Not a Security Group”
5. In the “Group Type” field, select Email Reviewer Group from the drop down menu
6. Select Save
7. You will be directed to the “Group Information” tab of the “Groups” secondary navigation
Manually Populate the Group
Add internal staff members to the group you just created.
1. Select the Members tab
2. Select Add Members
3. In the first row, fill in information using the initial name and email address from “Exercise 5.1”. Only “First
Name”, “Last Name” and “Email” are necessary to fill in
4. In the second row, provide a new name and email address that you have not used before. If you do not
have a new email address to provide, please request one from the instructor
5. You should see two results with text that reads as follows:
a. Found one existing contact with matching name and email address. Existing contact has been
successfully updated
b. Successfully added new contact
Optional: Create a Query-Based Group
Run a query for those who live in California and gave $1000 or more in past.
1. Select Data Management > Query
2. Select Create a New Query
3. Provide a unique name and description for the group. Both should illustrate the purpose of the group
4. Leave Security Category as is and click Save.
5. In the “Field Type” section, select Address from the drop down menu
6. In the “Field” section, select Home State.
7. Click on Add Field Clause
8. Set the query criteria as Home State equals CA and click Save. Confirm you got the first query criteria in
the box.
9. Select Save
10. In the “Field Type” section, select Transaction Information from the drop down menu
11. In the “Field” section, select Lifetime Amount
12. Click on Add Field Clause
13. Set the query criteria as Lifetime Amount greater than or equal to $1000.00 and click Save. Confirm you
got the second query criteria below the first, and the two are connected with And. If you got OR, highlight
the second criteria, and click on And to change.
14. Click Save Query, then Run Query
15. On the results screen, click on Use Query link.
16. Name and Description are auto-populated from the query name and description. Leave the Security
Mode as is, and choose choose Major Donors as Group Type.
17. Uncheck the Periodically rebuild group membership to prevent automatic refresh.
18. Click Save.
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Constituent 360: Contacts, Groups, and Interests
Interest Categories
Interest Categories in Convio allow your constituents to have a more personalized experience when visiting your
site. They are the user-driven method for segmenting your Convio database. Registered users can access the list
of your interest topics from their Personal Profile pages and choose whether or not they want to see or receive
content on each topic. You can then direct content to those who want it—and avoid presenting material to those
who do not.
C360 Concept – Interest Categories
• Interest Categories allow users to have a
more personalized experience
I’m interested in a healthy lifestyle
Weekly Healthy Living emails
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C360 Concept – Interest Categories
• Interest Categories allow users to have a
more personalized experience
I’m interested in medical discovery news
Health and Research Newsletters
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In this example, an initial user interested in a healthy lifestyle signs up to receive the Healthy Living Tip
newsletter. A second user wants to know the latest discovery in medical field, so she signs up to receive the
Health and Research News.
Email Interests
Email Interests work in conjunction with groups as
subscriptions to email publications
E-News Opt-in Group
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Email interests work in conjunction with groups as subscriptions to email publications. In this example, a user
checked the e-News interest category, and by doing so joined the opt-in group for that email publication.
Likewise, if someone who is already in the opt-in group decides to unsubscribe, s/he will be placed in the opt-out
group, and Convio will skip this constituent for the future series of this particular newsletter.
Email Interests
Email Interests work in conjunction with groups as
subscriptions to email publications
E-News Opt-in
Group
©2009 Convio, Inc. | Page
E-News Opt-out
Group
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Email Interests
If an email is not tied to an interest category, users
will opt-out of all communication when they
unsubscribe!
Healthy Living
newsletter
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E-News
Fundraising
appeals
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Managing Interests
email Interests
Website Interests
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There are two types of interest categories. While email interests work as subscriptions, web interests can filter
content based on what news articles and other web content constituents wish to see.
Creating an Email Interest
Should everyone have this
interest checked?
Recipient group & Do Not
Mail group
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Click on “Create a New Interest Category” to configure a new interest. There are a few things to note in this step.
Default Interest -- checking this box will make this a default interest for all registered users; that is, everyone will
have this interest checked (although they can uncheck it).
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Create Interest Group -- checking this box will create a group and a task to build it that will capture users who
are interested in this category; this group, if created, will automatically be listed in the Interest Opt-ins Group
folder (in Group Management) and will automatically be populated by the system when users check this interest.
Create Opt-out Group -- checking this box will create a group and a task to build it that will capture users who
opt-out of this category; this group, if created, will automatically be listed in the Interest Opt-outs Group folder (in
Group Management) and will automatically be populated by the system when users opt-out of this interest.
How does a constituent select interests?
1. During Registration
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Now that you’ve set up the interest categories, let’s take a look at the user’s experience. Users have 3 ways to
select interests. The example above is a registration form. Users can select interests as they fill out the form to
create a contact record. After a contact record is created, a user can update his/her interests by accessing the
“Interest Update” screen shown below.
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How does a constituent select interests?
2. Via the Interest Update screen of the profile area
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How does a constituent select interests?
3. After clicking an Unsubscribe link
Opt-out of all emails
Choose subscriptions
Choose HTML or
plain text
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When a user decides to opt out of any of your email publications, s/he will be presented with a list of interest
categories also.
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How does an Administrator controls interests?
1. Default interests
Everyone will have this interest checked
automatically until s/he opts out
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You can add interests to the users’ records as an administrator. The first option is to make an interest default
interest. This way, every single contact record will have this interest checked until they opt out of it.
How does an Administrator controls interests?
2. With special link options
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Another way is to configure hyperlinks to add a certain interest to the record of those who click on it. For
example, you can configure a hyperlink that leads to the list of healthcare legislation news, and check the “Health
and Research News” interest category for those who follow the link.
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How does an Administrator controls interests?
3. Hidden Interest survey element
Responding to this
survey will add an
interest to the constituent
profile
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Lastly, you can add a hidden interest when you create a survey. Hidden interest adds an interest to the record of
those who respond to the survey. For example, in the above survey there isn’t an explicit question to ask whether
they want to check “Volunteer Opportunity” email interest or not. But the respondents to this survey will have their
constituent record updated with Volunteer Opportunity interest checked.
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EXERCISE 1.6: Setting up an Interest Category
Create the Interest
1. Select Constituent360  Interests
2. Select Create a New Interest Category
3. Provide a name and description for the Interest. Both should illustrate the purpose of the group
a. Name – [Your Name]’s eNewsletter Subscription
b. The email interest that opts users into receiving the eNewsletter
4. Leave “Security Category” to General
5. Leave “Parent Interest” set to “Top Level”
6. Select the “Interest Type” “Make this interest a choice for email opt-in”
7. Check the selection for “Default Interest”
8. Check the selection for “Create Interest Group”
9. Check the selection for “Create Opt-out Group”
10. Select Save
11. You will be directed to the “Interest Info” tab
12. Discuss the results
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Objectives Summary
Objectives
Upon completion of this section, you will be able to:
 Identify the Role of Constituent360
• Experience user registration
• Identify the four ways contact records are created
• Describe the anatomy of a contact record
 Describe how Convio responds to new registered users
 Describe what makes contact records unique
 Distinguish Groups & Interests
• Describe the relationship between Groups and Interests
• Create and populate a Group
• Create a new Interest
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