Student Success: Yale Constituent Engagement—Events App

HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
Tuesday, June 25, 2013
Wayne State University
Detroit, MI
Higher Education Summit

ColleenWhelan
Yale University, ITS
colleen.whelan@yale.edu
Yale College Reunions Events App

Yale University Fun Facts
—  Yale University Student Population (2012): 11,906
—  Yale College Student Population (2012): 5,379
—  Yale University LivingAlumni Population: ~160,000
—  Yale College LivingAlumni Population: ~65,000
—  Yale University Mascot:“Handsome Dan”

2013 Yale College Reunions Fun Facts
—  2Weekends (May 23 – 26 and May 30 – June 2)
—  13Yale College Classes (1948 – 2008)
—  Over 7,000 attendees (new record)
—  386 discreet activities
—  299 “Camp Bulldog” campers
—  1 “Family Festival”
—  110 student workers (aka “Clerks”)
—  8Yale College Reunions staff

Custom Force.com App Decision Inputs
—  Aging legacy systems (SQL/ASP and MySQL/PHP)
—  Duplicate entry
—  Limited validation capabilities
—  High dependence on IT resources for
low complexity tasks
—  Time consuming and complex cycle setup
—  New alumni records system did not meet
robust event management requirements
—  Brief “proof-of-technology” project to prove fitness for
registration process (vendor =Yellow Brick Systems)

Design/Development Process
—  IterativeApproach
—  Detailed Requirements >>Thematic Requirements
—  HighTime Commitment = High Satisfaction
—  Learning during design/development
—  Just-In-TimeTraining
—  Training = SetupActivities and practical tasks

Increased Collaboration
Process Chatter
—  Inclusive – key players at all levels
were involved
—  Both sides [functional and IT] were
willing to understand each other
—  You learned our lingo
—  You helped us understand
what the tool was
capable of
—  You knew the right
questions to ask us…
we could tell you looked
at the old systems
—  Discovered when processes
and practices needed review/
amendment
—  Used Chatter as part of the design/
development process
—  PostedAgendas and “Homework”
assignments
—  Primary support mechanism -
@mention & #help
—  Crowd-sourced answers and ways
to do things

Top 10 Differences
1.  2 Separate and aging “systems” – SQL/
ASP & MySQL/PHP
2.  Duplicate data entry in multiple systems
3.  Static content and selections available
4.  Limited validation capabilities
5.  High dependence on technical resources
for full spectrum of changes
6.  Complex setup – Sr. Director shouldered
all setup tasks
7.  High volume customer service effort due
to lack of conditional content and
validation
8.  All “canned” reports, no ad hoc
9.  Individual E-mail notifications sent to
daycare provider
10.  Support requests via E-mail/phone
1.  1 Force.com app for event registrations &
event logistics
2.  Elimination of duplicate entry
3.  Conditional content and selections based
on data already captured
4.  Numerous validation options
5.  Dependence on technical resources for
complex changes only
6.  Streamlined setup – Sr. Director + 4
Assistant Directors
7.  Significantly reduced customer service
follow up volume
8.  “Canned” as well as ad hoc reports
9.  Periodic reports sent to daycare provider
10.  Support requests via Chatter
NowThen

Now that’s Custom…
—  4 Force.com Sites
—  Registration page (including PayPal integration)
—  Drupal integration
—  Mobile – JQuery Mobile OptimizedWeb site
—  Confirmations processing
—  114APEX Classes
—  77VisualForce Pages
—  57 Custom Objects
—  Single Sign On (CAS)

Features Sample – Events/Activities
—  Support multi-level Events
—  Associate anActivity with multiple Events
—  “Clone” Events/Activities
—  Indicate whichActivities should be displayed on
Registration page to require RSVP and/or preference
(e.g., dinner entrée)
—  Published and Unpublished Events/Activities status
—  Track associated contacts, staff, speakers
—  Feed Published Events/Activities to Drupal site (XML)

Screenshot– Activities List

Features Sample – Online Registration
—  Multi-page flow showing progress in process
—  Display selected sub-events/activities to confirm # and choices
—  Support multi-fee structure as well as “a la carte” options
—  Apply field validation (e.g., required fields, format)
—  Define logic rules to drive display conditional content
—  Allow user to indicate contact update toYale’s records
—  Auto-generate aWho’s Coming list

Screenshot– Online Registration

Features Sample – Registration Mgmt
—  Match/Merge with a Pre-registration record
—  Edit/Modify/Cancel existing registration record
—  Staff entry of offline (print) registration
—  Staff override of select online registration logic
—  Custom list of registration types (e.g., Pre-reg, Registered, No Show,Walk-in)
—  Edit theWho’s Coming list
—  Wait List functionality
—  Auto-display ofWait List option once capacity achieved
—  Allow staff to manage priority ofWait List

Features Sample – Event Logistics
—  Create “Knowledgebase” of on campus building/room details
—  Building Contacts
—  Room setup options
—  Seating capacity
—  Keycard access details
—  A/V details
—  Address information (for Google Maps)
—  Notes (e.g., accessibility information)
—  Track building/room reservations made offline
—  Reservation status
—  Room conflicts flag
—  Suggest a Room (based on required characteristics)
—  Clerks logistics (e.g., hire status, assignment,T-shirt size, etc.)
—  Reports

Screenshot– Logistics: Building Detail

Features Sample – Miscellaneous
—  Individualized, single use “Promo Codes”
—  Personalized discounts (% or fixed $ amount)
—  Web pages with customized design to matchAYA Drupal site
—  “Message” blocks within online registration pages
—  Customizable automatic, E-mail “Receipts”
—  Batch Confirmations (paper and E-mail, customizable text)
—  Accessible on mobile devices
—  Mobile “app” (mobile optimizedWeb site)

“Unpack Your Adjectives”
Process App
—  Transparent – we knew what
was going on
—  Collaborative
—  Timely/Responsive
—  Enjoyable
—  Versatile/Adaptable
—  Attentive to Detail – nothing
was lost
—  Trust – in process and
technical team
—  Versatile/Adaptable
—  Flexible
—  Easy to Learn – yet Robust
—  Thorough
Source: Schoolhouse Rock - DisneyEducation

Key Lessons Learned
—  Engage functional and technical resources at
all levels
—  Time estimates must be accurate;it’s
important not to be rushed
—  Schedule time well in advance
—  Provide agendas with adequate lead time
—  Iterative, highly-engaged process
helped uncover most “gotchas” well
before launch
—  COLLABORATION – technical and
functional teams must be willing to
understand each other
—  Technical team needs to understand the
“business”and this technical team also had a
passion to get it done right
—  On-time, iterative delivery builds trust
and confidence; high Say/Do
—  You explained the capabilities of the
platform,which made it possible to have
meaningful conversations about process
change
—  Just-in-time training is more effective
than “big bang”
—  Training that is designed around
practical, real tasks is most effective
—  Chatter for support requests worked really
well…some of us were skeptical but it saved
a lot of time;response time was quicker than
anticipated

What Happens Next?
—  Evaluation for use beyondYale College Reunions
—  Incremental enhancements

Questions?

Student Success: Yale Constituent Engagement—Events App

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