[Ohio-talk] Fw: Information on changes to NFB-NEWSLINE Statistics and Reports
Dr. Smith
jwsmithnfb at verizon.net
Tue Jan 12 02:14:55 UTC 2010
fyi
jw
Dr. J. Webster Smith
President National Federation of the Blind of Ohio
P.O.BOX 458 Athens, Ohio, 45701-0458
Phone Number - 740-592-6326
"Changing What it Means to be Blind"
----- Original Message -----
From: NFB-NEWSLINE
To: jwsmithnfb at verizon.net
Sent: Monday, January 11, 2010 10:26 AM
Subject: Information on changes to NFB-NEWSLINE Statistics and Reports
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Revised, Revamped, and Remarkable Statistical Data
Now Available to our Sponsors
We know that many of you have been asking for certain statistical information that will most benefit you in your understanding of NFB-NEWSLINE® usage in your state and will assist you in obtaining and retaining new subscribers. So that we may help you in your efforts, we've made some significant changes and improvements to the reports, and we think that you will appreciate the new data that we provide.
To access these statistics, from the main navigation bar near the top of the screen choose "Usage Report." On this page, you can choose to view the usage statistics for the current month, the previous month, or two months prior. You will be provided with summary statistical data and three reports that are designed to help you promote the service and reduce your costs.
Summary Statistics:
These statistics are provided to give you a "snapshot" of your state's usage in a month's period, this overview can help you keep track of progress you've made in acquiring new subscribers or helping subscribers to make better use of the service (by such measures as increased call length or more online usage). It's a good idea to compare the current month's summary statistics from past months to get a picture of your overall usage patterns. If you are noticing that your numbers are steadily dropping, that's a good cue that you should contact Renee West, the Marketing and Outreach Manager, at rwest at nfb.org to get some help in promoting the service in your state. It's also useful, however, to note any positive progress that your state is making. If you notice an increase in new subscribers after a certain event, such as a senior fair, or in online usage after perhaps detailing the value of NFB-NEWSLINE® in a recent newsletter, that gives you a nice picture of cause and effect that you can use to your advantage.
For each month, you will see a summary report providing usage statistics as follows:
Subscriber Registration Information:
Registered Users: The total number of subscribers registered in your state
New Registrations: The number of new subscribers added during this month
Yearly Subscriber Use:
Phone Users: The number of subscribers accessing content over the phone
Web Users: The number of subscribers accessing content over the Web
In Your Pocket Users: The number of subscribers downloading content
Email Users: The number of subscribers receiving content via e-mail
Monthly Subscriber Use:
Total Calls: The total number of calls made
Total Web Sessions: The total number of sessions of Web News on Demand use
Total In Your Pocket Deliveries: The total number of content downloads
Total E-mail Deliveries: Total number of e-mail deliveries of content
Total Call Minutes: The total number of minutes of use on the toll-free and local number networks
Average Call Length: The average call length
Percent Local Calls: The percent of calls made to a local number
Detailed Subscriber Reports:
These particular statistics are designed specifically to help you identify subscribers who are likely to need assistance, categorized by type of subscriber call issue. Subscribers may need a follow-up call shortly after signing up (New Users), or may not know their local call-in number (Toll Free Usage), or because they might be having difficulty using NFB-NEWSLINE® as can often be determined with a history of a series of very brief calls (Low Average Call Users). Such information displayed in this manner should provide you with a very easy way to help your subscribers improve their own usage of, and find the maximum benefit in, NFB-NEWSLINE®. Detailed subscriber information is provided so as to facilitate easy contact and issue resolution. These new reports also help you as a sponsor; the New Users and Low Average Call Length statistics will help to increase your usage numbers, and the Toll-Free Usage statistic is designed to help you reduce your telecommunications costs.
New Users:
Name Home Work E-mail Address User Password Creation Date
Phone Phone ID
IMA (111) (222) imanuwon at xxx.org 111111 1111 December 11, 2009
NUWON 111- 222-
1111 2222
The subscribers are provided in ascending order; those who are listed at the top of this list are those who were added to our subscriber base from the beginning of the month. As such, it is best to call those new subscribers first, so as to make contact as soon as possible.
As we've shared with you before, it is absolutely vital to contact a new subscriber shortly after he or she is to have received his or her welcome letter. You need to ensure that the new subscriber received the letter, and that he or she was able to access its content, such as login codes and phone numbers. It is also important to briefly promote the value of NFB-NEWSLINE® to the new subscriber and provide information on all of the ways he or she can access the service (e.g., over the phone, on the Web, or via e-mail delivery) and to see if the subscriber needs any assistance in using NFB-NEWSLINE®. It's a good idea to advise the subscriber of the features most likely to be used, such as the way to access all state newspapers (option #3) or how to set up and use the TV listings (option #8). During the call, you can also ask if the new subscriber would like to receive some information such as a User Guide or Instructions tape or CD, and provide other informational resources such as our Web site address (www.nfbnewsline.org) or a telephone number to call for further help. If you see that an e-mail address is not provided, please ask for that information so that the new subscriber will receive mailings from us (such as the NFB-Newsliner). If the phone number provided is invalid, such as (410) 555-0000, but an e-mail address is available, you can contact the new subscriber via that method. It's also possible that the new subscriber is a patron or customer of your agency (such as an NLS regional library); if you have access, it may be helpful to retrieve the subscriber's phone number by searching your agency records.
Toll-Free Usage:
Name Home Work E-mail Address User Password Toll Number Member Since
Phone Phone ID Minutes of Calls
Getty (111) (000) getty at xxx.net 111111 1111 4480 129 February 11, 2009
Intutch 111- 000-
1111 0000
1111 0000
The subscribers in this report have made calls on the toll-free number*; they are listed in descending order by number of minutes of use of the toll-free line. Although all toll-free users are listed and may be worth a call, you may wish to call those at the top of the list first, as they have the most potential to lower your telecommunications costs. In your call, you'll want to provide them with their local access number, should one be available to them. To obtain a subscriber's local number, you will need to use the local telephone number lookup on the administration Web site.
If you cannot contact the subscriber on the phone (or if you'd like to supplement your call with written information), and if the subscriber has a local number available, you can send a reminder letter and/or e-mail that gives the subscriber his or her access codes and local phone number. To generate such a letter, access the subscriber account and select "Reminder Letter" from the upper right-hand side.
If no local telephone number is available to a subscriber who makes extensive use of the toll-free line, you may wish to inquire as to whether he or she has an unlimited calling plan and would be willing to make calls to a local number in another city or state. Because a subscriber can call any local number, a subscriber with an unlimited long distance call plan who is willing to call an out-of-area number to access NFB-NEWSLINE® would provide a savings to you in your telecommunications costs. You will, of course, need to ensure that the subscriber is made aware that neither you as a sponsor nor the National Federation of the Blind will be responsible if any charges are applied to his or her line as a result of these long-distance calls.
*NOTE: This report contains information on only those subscribers who have used the toll-free number, and does not include any information about minutes used on the local number networks.
Low Average Call Users:
Name Home Work E-mail Address User Password Average Number Member
Phone Phone ID Call of calls Since
Minutes
Yushud (111) (111) docall at xxx.com 111111 1111 1.02 6 November 07, 2009
Callim 111- 111-
1111 1111
This list is organized in order of signup date; newer subscribers will be listed first. To appear on this list, these subscribers will have an average call length of less than five minutes.
It is likely that the subscribers in this report are experiencing difficulty in using NFB-NEWSLINE®; perhaps they are really excited about using the service but are getting stymied somewhere along the line and hang up in frustration. You can be of incredibly valuable assistance to these individuals who quite clearly want to use NFB-NEWSLINE®, but need a little extra help It's important to point out that while you may tend to focus on newer subscribers who are in need of your help, you should not ignore low usage by those subscribers who have been signed up for a longer period of time. It's important to call these "older" subscribers as they may have very recently obtained their forgotten codes and are trying to use NFB-NEWSLINE® again after a period of disuse, and need your help to realize the value of the service.
Conclusion:
We hope that you find much value in the new statistical reports, and that your use of them as described truly helps to benefit you in marketing NFB-NEWSLINE® to both potential and existing subscribers. We also anticipate that these new reports will also be of help to you in understanding usage in your state and in lowering your telecommunications costs.
If you have any questions about these statistics or reporting, please contact Scott White at swhite at nfb.org.
Your NFB-NEWSLINE® Team
NFB-NEWSLINE®
200 East Wells Street
Baltimore, Maryland 21230
410-659-9314 x2411
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