It is important that customer interactions use communication channels that are most appropriate for the contact and that their specific needs and preferences are upheld. For example, a contact who is visually impaired may require all printed documentation in large print or even Braille. Similarly, a contact whose native language is other than English may need the support of an interpreter for telephone conversations and therefore have a strong preference for written communications in their own mother tongue. When creating a communication for a contact, these preferences will inform and dictate the specific communication template selected. The Preferences tab records three aspects of contact-centric communication data:
- Communication Preferences. Stores the preferred communication format - letter, email or text - for each type of correspondence that a contact may receive.
- Communication Needs. Stores the specific need of a contact for each communication output channel e.g. large font is required for all letters.
- Communication Language. Stores the preferred language for written and spoken communications.
The procedure to add new communication preference is as follows:
- Using the global search facility, type in the first few characters of the contact
1.
- Double-click on the row containing the exact record match. Where the expected record is not listed, a more advanced search can be conducted using the spy-glass icon (
).
- Click on Contact Details. The Contact Details window is displayed for the current contact.
- Click on Preferences. The Preferences tab is activated.
- Click on New Preferences. The New Communication Preferences window is displayed.
- Use the drop-down fields to select the Communication module (e.g. Assets, Repairs, Rents, etc.), the Communication definition (filtered according to the module selection) and the Communication method (e.g. Letter, Email or SMS).
- Using the Preference drop-down field, select the value that matches the Communication method (e.g. a specific telephone number, an email address, etc.).
- Use the Comments field to add any contextual data that is relevant to this communication preference.
- Choose an Effective from date for this communication record i.e. the date on which the record came into effect 3.
- Choose an Effective to date to capture when the communication record expires.
- Click on Save.
The procedure to add a new communication need is as follows:
- Repeat steps 1 through 4, described in the add new communication preference procedure (above).
- Click on New Needs. The New Communication Need window is displayed.
- Use the drop-down fields to select the Communication method (e.g. Email, Letter, Text messaging, etc.), the Communication need (e.g. Large print, Braille) and the Language (e.g. English, Polish, etc.).
- Use the Comments field to add any contextual data that is relevant to this communication need.
- Choose an Effective from date for this communication need i.e. the date on which the need came into effect 3.
- Choose an Effective to date if the details need to be reviewed on a specific date or to capture a change of circumstances.
- Click on Save.
The procedure to add a new communication language is as follows:
- Repeat steps 1 through 4, described in the add new communication preference procedure (above).
- Click on New Language. The New Language window is displayed.
- Use the drop-down fields to select Language (e.g. English, Polish, etc.) and Language type (e.g. Spoken, Written).
- Use the Comments field to add any contextual data that is relevant to this language record.
- Choose an Effective from date for this new language i.e. the date on which the record came into effect 3.
- Choose an Effective to date if the details need to be reviewed on a specific date or to capture a change of circumstances.
- Click on Save.
Note
1 The search facility will automatically return all possible matches for both first name and last name once the Number of characters before an automatic search commences system preference is reached.
2 Only one primary communication is permitted for each contact; where an existing record already has this status the user will need to reaffirm one or the other.
3 The Effective from date defaults to the current system date and cannot be left blank.
See related topics...
To update contact communication details
To create a new contact
Using the search facility
Communication management overview
