Actions-Best Practices

Karen Pilecki

We are developing an office-wide guide for the way we use actions. Just curious...


Do you combine several contacts with a donor into one action or do you separate out outgoing/incoming contacts/touches in to separate actions?


Also...I get confused if the action category is phone contact but the actual contact is via email and the category does not get changed. If phone contact was unsuccessful, would you close that action and create a new action for the subsequent email outreach action?


Any and all help is appreciated. Thanks!

Tess Hallinan

We use a new action for each point of outreach. Every time you email a prospect, it's a new email action. We do this because we want to see that it takes a gift officer 10 emails to get the visit. Typically though, if there's quick back and forth with the prospect to secure the meeting via email, we cut and paste all of those into one action. Clear as mud, right?

Yes, if the phone is unsuccessful, then we'd create a new email action.

 

Karen Pilecki

Thank you for your input!