Representative Trey Radel chose a template website design for his new website we designed for him. His focus on staying in touch with constituents through multiple social media outlets is a great example of a growing trend among congressmen to keep things in real time. Click the image to check out his awesome new site!
Many of us love to read. We know many of you do as well. This is an effort to keep you informed on things relevant to the Hill, technology, and fun. We all like sharing our favorite blogs, and thought you’d like to read the fun as well as informative stuff.
What We’re Reading:
Interns Patrick & Andrew are proud that none of these anecdotes feature them!
Director of Outreach Kenny just loves DC!
ICYMI:
In an effort to ensure the summer interns have the best available resources to make their jobs fool-proof, we’ve devised several tips and tricks that will make for a fun and error-free summer! If you have interns that are struggling with using Fireside21, please don’t hesitate to request additional training once you’ve shared these helpful blogs with them, by emailing help@fireside21.com.
Avoiding Duplicate Profiles
It is very important that the integrity of the data within your office’s Fireside21 system remain as accurate as possible. There are several steps you can take to make sure you do not accidentally create a duplicate profile of a person in Fireside21.
If you are talking to the constituent on the phone, be sure to politely ask for the spelling of his/her name.
Make sure you write the name down legibly so you can put the correct spelling into Instant Search later. Pro tip: always have the Instant Search open in a separate tab in your browser to use while on the phone – avoid chicken scratch altogether!
Every single time you need to add a person, the first step is to use the Instant Search to double check that the person is not already in your Fireside21 system!
Searching for and adding a person
To search for a person, click on the People dropdown and choose Search. This will bring you to the Instant Search page. As you begin typing, the Instant Search will automatically start bringing up results. The more information you put in, the narrower the results will get. Pro tip: Instant Search can use any combination of contact information (name, address, phone number, email, etc.) to bring your results quicker!
If your search does not bring up any results, double check the spelling. If everything is spelled correctly, it’s time to Add a Person.
For additional tutorials, please visit the Knowledge Base.
Check out Rep. Tim Walberg new Fireside website. The easy navigation to the contact form and enews sign up on the homepage allows constituents to stay in constant contact with the Congressman!
Many of us love to read. We know many of you do as well. This is an effort to keep you informed on things relevant to the Hill, technology, and fun. We all like sharing our favorite blogs, and thought you’d like to read the fun as well as informative stuff.
What We’re Reading:
Web Designer Alex found this gem about Domino’s UK delivering pizza in an unusual way.
ICYMI:
Constituents love to hear directly from their elected officials. Teletownhalls supplement correspondences by providing the Member the opportunity to share their positions and discuss their stance on pending issues and legislation. The information gleaned from these interactions is invaluable to a thriving mail program.
E-newsletter
When screeners gather contact information from constituents, remind them to ask callees to opt-in to your e-newsletter. Prepare a brief script that explains the benefits to the constituent from receiving the Member’s e-newsletters. Suggest they ask, “May I sign you up for the e-newsletter?” at the end of their pitch. The screeners can denote that the constituent opted-in directly in the screening portal.
Member reminders
Make sure the Member mentions how to connect with them. This can include upcoming district events, sharing the website URL, or through the e-newsletter sign up link. Constituents will see these as a personal invitation from the Congressman to participate and stay engaged.
Survey Questions
Polls are quite effective for learning about your constituents. The information gained can be used for a variety of purposes, including future targeted mailers. Members should ask pre-selected survey questions throughout the call. The survey questions can be as simple as yes or no or involve multiple choice; the answers can be added in the profile section of the constituent’s person record.
To learn more about Teletownhalls, please call 202-621-5121 or email jeremy@fireside21.com.
The Doctors Caucus website has a fresh new look thanks to its recent redesign. The photos, videos, and priorities carousel features the most recent activities of the Caucus, as does the updated News section located directly beneath the carousel. Click the image to see it for yourself!
Many of us love to read. We know many of you do as well. This is an effort to keep you informed on things relevant to the Hill, technology, and fun. We all like sharing our favorite blogs, and thought you’d like to read the fun as well as informative stuff.
What We’re Reading:
CEO Ken penned a great blog for K Street Cafe!
Director of Outreach Kenny authored an Ode to Recess for Cloture Club.
ICYMI:
Huffington Post published a blog asserting that social media should be taught in schools.
HOH posted a great example of what not to send through government email.
Famous DC compiled a list of fictional bars in DC!
Constituents join Teletownhalls to get the unique opportunity to talk with their Representative. The Member has the responsibility of carrying the call and keeping constituents engaged. Here are a few best practices to doing so.
Start with a Short Speech
Once the dialing starts, people will answer their phones and join the call. This means you want to start talking at the very beginning of the call. It doesn’t have to be a full speech, but have a few key points you want to communicate. These can range from topics you want to discuss on the call to current legislative actions you are taking in D.C.
Remind Constituents to Ask Questions
This may be some constituents’ first encounter with a Teletownhall, so explain how it is going to work. You can try saying something along these lines to get the call started:
“Hi this is Congressman Smith. Thank you for joining our live telephone town hall tonight. If you would like to ask me a question, need assistance, or want to leave a comment at any time, please press “0” and a member of my staff will assist you.”
Remember to remind citizens to press “0” throughout the entire call if they have a question.
Avoid Long Pauses or “Dead Time”
If there is a lag between questions, make sure to use that time to your advantage. As mentioned before, instruct people to press “0” to ask their questions. This time can be used as an opportunity to inform constituents of ways to stay in contact through your website URL and enewsletter sign up. Also, remind constituents where your district offices are located and of any upcoming district events.
Introduce Constituents
When you select a participant from the queue, you have to inform them they are live so there aren’t any major delays. You also want to introduce them to the rest of the callees. The screeners will have provided you with their first name, location and summary of their question. Use this information to introduce them. You can try saying something like this:
“Next up we have Joe from Juneau on the line who wants to comment about Alaskan oil drilling. Thank you for participating, Joe – you’re on.”
Keep Constituents on Track
To make sure your call is the most productive it can be, and you talk to as many people as you can, try saying something along these lines throughout the call:
“Just as a reminder to listeners tonight, please try to keep you questions brief, as I would like to speak with as many constituents tonight as our time allows.”
Once a constituent asks a question, mute them so you can answer their question in full and not get “stuck” in a full conversation with one constituent. If a constituent’s question seems like a major concern for your office, send them to your contact form or give them an office phone number to discuss further.
Interested in setting up a Teletownhall? Give us a call at (202) 621-5121!
Rep. Dave Camp launched his redesigned website recently. Make sure to check out the responsiveness of the website by adjusting the width of your window!
Many of us love to read. We know many of you do as well. This is an effort to keep you informed on things relevant to the Hill, technology, and fun. We all like sharing our favorite blogs, and thought you’d like to read the fun as well as informative stuff.
What We’re Reading:
Web developer Adam loved this story that Esquire picked up.
Software developer Michael was amused with this article on Computer World.
ICYMI:
Screeners probably have the most pivotal role during a Teletownhall. It is their duty to select the participants that will ask the Member a question. Follow these time tested best practices to aid the screeners in their task. (Examples of an easy script to follow are in red.)
Prepare the Screeners
Make sure you have an appropriate number of screeners available. Inform them that there will be a high volume of participants in the screener queue in the first few minutes. Remind them that it will gradually slow down so they aren’t overwhelmed.
Collect Constituent Information
Before the call starts, brief the screeners regarding what information to collect from constituents. Always get their first name and where they reside. Some offices want specific areas or neighborhoods while some are okay with counties. “Hi, my name is Jeremy from Representative Smith’s office. What is your name and where part of the district are you from? Do you have a comment or question for the Congressman?”
Keep Constituents on Topic
Screeners should be trained to assist the constituents phrase their questions. If the Teletownhall focuses on a certain topic, steer the constituent’s question toward it. The screener should get the gist of the comment to pass along to the Member. Inform them they will be placed back into the queue to listen to the Teletownhall until the Member takes their question. “Hi, this is Jeremy from Congressman Smith’s office. What is your comment or question on energy policy?”
Send Questions to the Member
When relaying constituent questions to the Member, keep them brief and to the point. Prepare a concise question as the Member will be reading the information as he is conducting the call so keep it to a few words. Include any personal information about the constituent that way the Member can reach out to them on a more personal level.
Inform Constituents of the End Procedure
As the end of the call approaches, inform callers that it is possible they may not get to ask their question but will have the opportunity to leave a voicemail for the Member at the end of the call. “Thank you for participating. If you like this format please be sure to tell the Congressman/woman. When you hear your name, hometown, and the nature of your question announced by the Congressman/woman that will be your cue to ask your question as you will be talking directly to him/her. We ask that you please be prompt so that others will also have an opportunity to ask their questions. Again, thank you for participating!”
Facebook, YouTube, and Twitter are changing the ways by which constituents and elected officials communicate. As these social media sites grow in popularity, Representatives and their staff have been searching for ways to get their message heard and grow their databases. As I meet with our clients who use Fireside CRM, Web, Email, and more, I’m impressed with many of the creative and cutting-edge ideas employed in order to facilitate meaningful constituent connections. Recently, I’ve noticed a trend emerging among the offices that are seeking to maximize their correspondence with the citizens of their district: replying to letters by video.
The widespread use of social media has made replying to letters by video simple and convenient. Utilizing video as part of a constituent reply has many benefits. It is more personal than a letter, is easy to share across many platforms, and is an effective way to spread your message. Plus, they are easy to record through smartphones if one would prefer to skip the House Recording Studio. To get started, remember these helpful tips:
* Choose a letter on a topic that concerns a wide audience. View your Top Mail report in your Fireside21 CRM to see what the popular letters are or select a topic from the campaigns in your inbox.
* Mention a letter writer (“This letter comes from Mary in Jones County who wants to know…”). It provides a personal touch without revealing specific information on the letter-writer, and it brings the issue to the local level.
* Keep it short and to the point. Viewers will generally pay attention to a video that lasts between thirty and sixty seconds. Any longer and you risk losing their attention; plus you add the burden of creating a file that is difficult to upload.
* When emailing the video, we recommend that you avoid SPAM filters by taking a screenshot of the video and inserting the screenshot as an image. Then use the hyperlink manager to link to YouTube or your website where the video is embedded. You should also include the link as hyperlinked text in your reply to constituents.
* In addition to your Fireside CRM email reply, you can include a “short url” in a USPS letter. Also, share it on your website, social media accounts, and send it out through your e-newsletter so that it may go viral.
* Remember to consult Franking as needed.
Connecting with constituents and sharing your message is key. Use video messages as you see fit and in conjunction with your overall communications strategy to enhance the constituent’s interactions with your office.
Congressman Gingrey made updates to his website that definitely catch the eye. The best attribute is the feature carousel in the middle of the page that features the most recent photos, videos, and help resources available from his office.
1. Share Your Views. Constituents want to hear directly from you. Teletownhalls supplement your constituent correspondence by providing the Member the opportunity to share your positions and discuss in detail your stance on pending issues and legislation.
2. Converse with Constituents. Teletownhalls permit constituents to connect directly with the Member on a personal level that cannot be achieved through emails. Citizens want to be engaged and explain their reasoning and listen to the Member’s reply. Teletownhalls promote direct Member to constituent interaction.
3. Target Demographics. Utilize the ability to host discussions regarding specific topics with affected and interested constituents. By featuring relevant and pending issues that concern constituents, they are more likely to engage in the conversation.
4. Build Subscribers. The screeners may ask constituents to opt in to your newsletter. To complement that effort, the Member should remind constituents throughout the call to go online and subscribe.
Contact jeremy@fireside21.com to learn more about Fireside Teletownhalls.
Rep. Dave Loebsack recently redesigned his website with Fireside21. The website has a responsive design, which can been seen by changing the width of your browser window. Try changing it to the size of a tablet or mobile device!
Tracking casework is helpful in analyzing your office’s effectiveness in assisting constituents. There are a few ways to examine your data under the “Reports” tab. Your Casework Reports are organized by Open Cases, County, Staff, Agency, and Outcome. Many of these reports are broken down by time since the case was opened. There are three categories: less than a month, 1-2 months, and older than 2 months. Below is a breakdown of these reporting options and how to utilize them to your advantage.
Open Cases displays all created and completed cases for any given date range, giving you an idea of how your office’s caseworkers are progressing.
Tip: Check “inactive staff” and click “update” to view any cases lingering in an inactive staffer’s account. We recommend re-assigning or closing those cases.
It breaks your cases down by each staffer; displaying these columns:
Open Cases at Beginning: Cases that were open previous to the start date.
Started Cases: Cases created between the start and end date.
Completed Cases: Cases closed after the start date and before the end date.
Open Cases at End of Period: Cases currently open or closed.
County reports open cases by the county in which the primary constituent resides.
Staff displays the aging information for all open cases for each staffer. If a staff member does not have any open cases they are not displayed. There is the option to display inactive staff members to see if they still have cases open.
Agency calculates all open cases by agency.
Outcome shows all closed cases broken down by staffer within a selected time period. This report displays how the case was closed: favorable, unfavorable, or neutral.
Have any feedback or suggestions on our reports? Send us an email at help@fireside21.com!
The Budget Committee recently redesigned its website and upgraded to the responsive layout. The highlight of the redesign is the feature box which contains the FY2014 House Budget overview and links for more information.
Tracking inbound and outbound correspondences is useful when analyzing your office’s effectiveness for communicating with constituents. There are a few ways to examine your data under the “Reports” tab. Your Mail Reports are organized by Top Mail, Open, Aging, Issues, Type, Form Letters, Bills, Logging, and Incoming Mail Graph, and it can be sorted by the date range located at the top right. Below is a breakdown of these reporting options and how to utilize them to your advantage.
Top Mail is an overview of all mail received. It displays the top ten messages sent by constituents, categorized by issues, cities, zip codes, and counties. The data is also available in chart form. Hover over each bar to see the constituent totals. Click on the bar to view another chart that will further break down the information.
Open Mail displays all logged and completed mail by staffer. It is useful to keep your office current on correspondence: by viewing each staffer’s progress those that need help can receive assistance.
Tip: To stay current, check “inactive staff” and click “update” to view if any mail is lingering in an inactive staffer’s account. If so, reassign or close that mail.
Reminder: Only logged mail is included in this report, it does not include mail sitting in your “Email Inbox.” The report includes batched and unbatched letters assigned to the staffer. Here is a breakdown of each column:
Open Letters at Start: Mail that was previously open at the start date.
Mail Received: New mail received between the start and end date.
Mail Completed: Mail that was closed between the start and end date.
Open Letters at End: Mail that is still open or closed after the end date.
Batched Letters Today: Batched mail as of the end date.
Aging reports on how long mail has loitered in your system without receiving a response. This is helpful as it shows how long (on average) it takes for staffers to respond to their mail.
Issues shows what topics are currently hot. It is broken down into “Mail Received” and “Mail Completed.” The “Mail Received” includes inbound correspondences tagged with the issue during logging, while “Mail Completed” includes responses tagged with the issue.
Type breaks down inbound and outbound mail by the method used. “Inbound Mail” is how the constituent contacted your office; “Outbound Mail” is how the constituent received a reply.
Form Letters reports which Form Letters are being sent the most. It breaks down each Form Letter with the type of response (letter or email). It also displays how many times the form letter was customized.
Bills shows a breakdown of the bills associated with correspondences for a specific period, separating mail received and completed. As a single correspondence can be tagged with multiple bills, the report displays how many times the bill was tagged on a correspondence and not the actual volume of incoming mail.
Logging allows you to keep track of how much mail each staffer is logging, broken down by type of inbound.
Incoming Mail Graph displays incoming mail. It is helpful for seeing an overview of received mail.
Have any feedback or suggestions on our reports? Send us an email at help@fireside21.com!
Rep. Brad Wenstrup recently launched one of our new responsive design templates. Fireside responsive website templates include our newly updated news pages with modern press release layouts, social media integration and pin board style news page.
