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A significant part of the below specification is now covered by some work done for the CiviCRM for Canvassing and GOTV project. This spec as it stands is semi-obsolete (sourire) I've annotated the below spec (in bold) with the corresponding objects from the Canvassing / GOTV Spec

Distributed Phonebank

Organizations run phonebanks all the time, typical purposes could be for:

  1. Fundraising / Organizational development
  2. Event ticket sales
  3. Event promotion (announcements of meetings, decisions, social / organizational / sporting events)
  4. Voter ID / Get Out The Vote / Persuasion

Phonebanking is a form of canvassing. Traditionally phonebanks are carried out as a group activitiy in a given time and place. While phonebanks can be an efficient way to canvas it is also very labor and capital intensive to set up and run. Finding a location that has enough phones and scheduling and managing the phonebanks are labor intensive tasks. The goals of CiviPhonebank are to:

  1. Allow for distributed phonebanks.
  2. Integrate the callee, caller and call results data with CiviCRM.
  3. Collect and present metrics to measure phonebank effectiveness.

While the downside of traditional phonebanks are the issues around finding a suitable location, one of the big advantages of having everyone in the same place is that it makes managing callers relatively easy. A phone bank supervisor can quickly see who is making calls and can determine the quality of the calls etc. For people who do lots of phonebanks this is a very important consideration. The following should be considered for this project:

  1. The application could be usable by an "old-style" phonebank. In many situations it will be possible to give the phonebanker access to a web browser as well as a phone. Some consideration for "off-line" call processing could be made as well (printing call lists and data entering/scanning results).
  2. Traditional phonebanks are bounded by time and the number of phones available for calling - A virtual phonebank does not have these limitations.
  3. The application could consider time of day as a criteria for calling. For example it might make sense to target folks over 65 years old for calls during the weekday.
  4. Metrics

Often for fundraising but also for events and to promote issues etc. The phonebank application should be suitable for Labor Unions, Political Organizations, NGOs, Community Groups and Schools. The scale would be from tens of thousands of volunteers calling making hundreds of thousands of calls in a distributed phone bank to a small numbers of phone bankers calling through small lists. It is conceivable that this application could be used by commercial companies for their phone canvassing needs.

Features

All of the below is covered by the Campaign / Survey / Profile concepts from the canvassing spec. Some of the more specific workflows and reports will need to be added to the canvassing module. Note that integrated profile management is currently not implemented, but spec'd in the canvassing flow.

Basic Features in version 1

  1. Ability to segment the list to be phoned in a flexible/dynamic manner (eg by location or area code)
  2. Ability to create scripts used by the phonebankers
  3. Ability to segment volunteers in a flexible / dynamic manner (eg by location or area code) 
  4. Ability to target list segment to a segment of volunteers
  5. Ability to present call script to volunteer phoner and have phoner record responses for list member
  6. Ability to expire phone sessions automatically and/or manually in order to release list member(s) back into pool to be called
  7. Ability to pull stats on the call responses
  8. Ability to pull stats on the performance of phone bankers
  9. Ability of management to exclude results from selected phoners
  10. Integrated donation management
  11. Integrated follow-up workflow

Out of scope for Version 1

Both importing lists and exporting data should be supported by core CiviCRM. We just imported a 60K voter file via the UI. There is also support for wards/precints/local,state,national districs via custom fields in the civicrm_engage module

  1. VOIP - this system is not for making calls - but for tracking them. VOIP Integration could be done at a later time.
  2. Off-line printing / data entry support - leave it for later
  3. Predictive dialing
  4. importing lists
  5. exporting data

Version 2:

A/B testing of questions, so that a randomized sample is given Question A while the rest are given B

Actors

  • in practice these "Actors" will probably just be a set of discreet permissions - rather than static "jobs".
  • Campaign Manager - Responsible for "managing the campaign" - can set all permissions.
  • Call Manager - Can Create new Volunteers, Run Reports, Can edit a Volunteers info/work product
  • Super Caller - a trusted and enabled Caller - makes calls, updates information etc.
  • Caller - a "simple" caller, basically just makes calls and records results. This may seem extraneous but in high-volume volunteer operations being able to provide the absolutely simplest and fastest way for people to make calls is very important.

Campaign Manager (CM)

Campaign Object

Name

Create New Campaign

Goal

Create a new phone bank "campaign" - comprised of callee's, callers, call data and scripts

Preconditions

None

Success end condition

Campaign is created and accessible from within PB

Failed end condition

Campaign not created - errors logged

Actors

CM

Trigger

User initiated activity

Description

1. logs in
2. selects "Create New Campaign"
3. assigns name to campaign
4. completes data entry of campaign info (effective dates, description, other data (tbd) ).
5. Creation of Campaign event is logged in system
6. Any "Campaign Creation" scripts are run

Notes

 

Survey Object, Custom Group extending activity type and Custom fields, Profile Creation for this phonebank

Name

Create Call Script

Goal

Create the actual questions used by the callers

Preconditions

Campaign Exists

Success end condition

The script has been created and is available within the campaign

Failed end condition

Script not created - errors logged

Actors

CM, CaM

Trigger

User initiated activity

Description

1. Log in
2. select "Create new Call Script"
3. Gives title and other information
4. Specifies question(s) to be asked.

Alternate Paths

 

Notes

 

Name

Create Script question

Goal

Create a question used by the phoners

Preconditions

Campaign Exists, Script Exists

Success end condition

The Script question exists and is available to the script

Failed end condition

Script question not created - errors logged

Actors

CM, CaM

Trigger

 

Description

User initiated activity

Alternate Paths

  1.  Logged in user has selected Create new Call Script
  2. Select 'create new call question'
  3. Gives
    1. instructions to caller for question (may be blank)
    2. Script to be read out loud to callee by caller
    3. input field of type
      1. yes/no
      2. option group (single or multi-valued)
      3. select box (single or multi-valued)
      4. numeric value including for money
      5. email
      6. free text

Notes

This is the same as custom fields and custom profile creation. Slight difference may be to provide different layout when it is anticipated that 3b will be much longer than a typical field label.

Name

Create prioritized list volunteer groups

Goal

Create a list of groups that are in ranked order, so a volunteer can be categorized into the first group they are a member of

Preconditions

Campaign Exists

Success end condition

The ordered list of volunteer sgroup exists and is available

Failed end condition

The ordered list of volunteer group does not exist, errors logged

Actors

CM

Trigger

user intiated activity

Description

The list is created by selected a group one a time, and being able to reorder selected groups at any time

Notes

Will be used to deterministically identify a volunteer with a group

UC Template

  • Stops Campaign
  • Runs reports
  • Assigns Permissions

Call Manager (CaM)

This section has not been implemented, but the data model supports it. The CaM can create a campaign and a survey currently

  • CRUD's caller info
  • Assigns calls to campaign
  • Name

    Assign Script and List Segment to Volunteer Group

    Goal

    Each Volunteer Group can and must have one and only one script and one and only one list segment associated with it

    Preconditions

    Campaign exists, a script exists, a list segment exists, a volunteer group exists

    Success end condition

    an assignment of a script and list segment to a volunteer group

    Failed end condition

    no assignment of a script and list segment to a volunteer group - erros logged

    Actors

    CaM

    Trigger

    user initiated activity

    Description

    user selects an available item from each of three columns: script, list segment and volunteer group, and clicks a submit button. Assigned items get reassigned when selected and successfully submitted.

    Notes

    volunteers do not receive a form with instructions on a call to make until the group they are part of is assigned a script and list segment by CaM.

  • Approves new caller's
  • Runs reports
  • Edits Callers Work product

Caller

The caller can reserve a group of contacts and record the results. See will's blog for more details

  • Registers to participate
  • Gets a page for each call with script
  • Makes calls
  • records responses / call outcomes
  • Standard call outcomes include:
    • NIS - not in service
    • NA - no answer
    • LM - left message
    • AM - answering machine - no msg left
    • WN - wrong number
    • NH - spoke to person but callee not home
    • L - language difficulty prevented call from proceeding
  • Fetches more phone #s
  • Follows-up with callee's
  • Requests more phone numbers

Workflow

Note that the custom fields like ward/precinct etc need not be displayed on the register interview screen

There are a bunch of screens - but the interesting ones are the volunteer calls screens - Basically you wind up dumping a bunch of records to the screen and allow the user to browse through them and make and record contacts. For political purposes you need to track specific information about the person's political affiliation and "location" - their Congressional District, Ward, School district, as well as their party, voting history and other fields - figure an additional 15-25 fields minimum. You dont' have to display all these at once - but you have to be able to use them in queries. We have a current voter file table format that we modeled on a hybrid of CiviCRM / AdvoKit and some other voter files we were familiar with. Most of the fields are already covered in CiviCRM - but the political geography (polis), voter history, and voter information are not.

UC Template

Name

 

Goal

 

Preconditions

 

Success end condition

 

Failed end condition

 

Actors

 

Trigger

 

Description

 

Alternate Paths

 

Notes

 

Étiquette
  • Aucun
  1. Nov 10, 2005

    Pat Dunlavey dit :

    I'm confused by the actors labeled "Volunteer Coordinator" and "Volunteer". The use cases for VC sound a lot like a kind of volunteer to me, and not a "coordinator" - one that does initial contact to target individuals; while the use cases for "Volunteer" sound like a different kind of volunteer who does follow-up contact with targets identified by the VC. The analogs in AdvoKit would be: "Volunteer Coordinator" (as described here) = activist with voter contact job; and "Volunteer" = activist with task handling job. Or am I missing something?

    Are we strictly spec'ing a phone-banking style capability (callers are presented with call lists and have no say in whom they are calling) or will there be friend to friend support (ability to search the target pool for people known by the volunteer and to choose names to add to a contact list)?

    Will the concept of target "checkout" for indefinite or specified period of time be included (i.e. the concept of a persistent contact list)? This is obviously necessary for friend to friend, but also necessary for any activity that is not online and interacting live with the web site (e.g. door knocking).

    Where do we get into the specification for questioneers - the forms that are filled out to record the results of a contact?

    Thanks, Pat

    1. Nov 12, 2005

      Dan Robinson dit :

      On the actors - agreed - I have changed them. Unlike AdvoKit (Which has a very static permissions) I'm envisioning a much more fluid permissioning system. My references to the "Actors" is more desciptive than prescriptive.

      On the targets - Good question - I'm thinking distributed phone banks right now - but we might add "pick your targets"- need to look at the complexity. Long term this application morphs into AdvoKit v2 btw.

      Checkout - yes - there has to be provision for checkout/check-in in any type of canvassing operation - thanks for reminding me.

      Survey's - yes we need to spec this out more - I will add or feel free to add a section on this.

  2. Nov 10, 2005

    JoeMurray dit :

    Scripts have a number of questions. Each question has possible responses, generally a single selection, sometimes multiple selections (top three issues), sometimes (like top issue) with an 'other' entry for free text entry. A question may involve asking for a contribution, so integration with CiviContribute is necessary. Responses to one question can determine which questions follow.

  3. Nov 13, 2005

    bob fertik dit :

    In the year 2005, it's just plain nuts to plan a voter canvassing system that is focused on telephones - and does not give equal weight to email.

    First, <a href=http://www.ftc.gov/opa/2005/08/dncstatment.htm>100 million Americans</a> have registered for the national do not call list.
    That has no LEGAL significance for political calls, but it has tremendous PRACTICAL significance, both in terms of (1) the likelihood of a hostile response from someone who feels their privacy has been violated and (2) the possibility that the voter will decide to vote AGAINST the candidate precisely because they feel violated.

    Second, millions of Americans are switching to cellphones, and it is illegal to canvass cellphones. Moreover, a growing % of Americans are giving up their landlines and only use cellphones. Finally, thanks to number portability, it is no longer possible to tell from the area code whether a given number is a landline or a cellphone. So caller beware - you may be breaking the law without even knowing it.

    So what core principles should CiviVoter keep in mind?

    (1) Respect the Voter. Let them choose HOW they want to be contacted. Advokit has a "do not call" field - so should CiviVoter.

    (2) Treat email as the primary alternative to phoning. I prefer email over phone for communicating with everyone but my closest family and friends, and I'm not alone - 123 million Americans use email at last count, and many prefer it to the phone.

    (3) Work through the email permissioning issues. If I tell campaign X that I would rather get an email than a phone call, that doesn't mean I want email from campaign Y. But I might accept email from advocacy groups A, B, and C. I might also give different groups different email addreses. These are complicated issues, but they are essential to work through.

    1. Nov 13, 2005

      Dan Robinson dit :

      I'll respond in detail -

      ".. it's just plain nuts to plan a voter canvassing system that is focused on telephones .."

      Personally I'm not "planning a canvassing system focussed on the phone". I'm planning a phone bank application. Which can be used as part of an integrated Voter Relationship Management system. This page got called "CiviVoter" when the folks at CiviCRM put it up - I think that was a mis-understanding of the intent here - see my note at the very top of the wiki page. My thinking is that this module becomes a core piece of AdvoKit version 2 - which will be re-written as CiviCRM "add-on".

      ".. have registered for the national do not call list .."

      Yup - amazing isn't it. This is something that any half-witted campaign manager and candidate should factor into their plans.

      ".. millions of Americans are switching to cellphones .."

      Indeed they are.

      ".. it is illegal to canvass cellphones .."

      From US Code 47

      "..It shall be unlawful for any person within the United States—.." to make unsolicited phoncalls..

      "(iii) to any telephone number assigned to a paging service, cellular telephone service, specialized mobile radio service, or other radio common carrier service, or any service for which the called party is charged for the call;"

      I'm not a lawyer - but the way I read this is that it has more to do with how the calling party is charged than it does with cellphones. Also this law makes a pretty clear distinction between commercial and non-commercial calls. And for the record - I'm not advocating that people make any sort of unsolicited call - to a cell or landline - but I think it's important for people in this field to really understand what the law is.

      "..So what core principles should CiviVoter keep in mind.. "

      I would re-phrase this (keeping in mind that this is really CiviPhoneBank - not CiviVoter) - to something like "Anyone using this software should keep in mind..."

      "(1) Respect the Voter. Let them choose HOW they want to be contacted. Advokit has a "do not call" field - so should CiviVoter."

      Yup. When we wrote AdvoKit respect for people's privacy and preferences were always on the top of our minds.

      "(2) Treat email as the primary alternative to phoning. I prefer email over phone for communicating with everyone but my closest family and friends, and I'm not alone - 123 million Americans use email at last count, and many prefer it to the phone."

      I would take issue here. eMail is quickly losing it's utility due to spam, but also a general over-reliance on email. Every month we are seeing an errosion of people's trust and use of eMail. This deserves a longer conversation - somewhere else (sourire).

      "(3) Work through the email permissioning issues. If I tell campaign X that I would rather get an email than a phone call, that doesn't mean I want email from campaign Y. But I might accept email from advocacy groups A, B, and C. I might also give different groups different email addreses. These are complicated issues, but they are essential to work through."

      Yes - very complicated and also potentially very valuable. Some of us have been thinking this through for the last couple of years - again another very interesting conversation.

      Bob - thanks for chiming in. One of the interesting things about these sorts of on-line dialog's are that they can be very powerful and useful, and also there is a lot of room for confusion and talking past one another. This is a perfect case in point. First of all this page got named CiviVoter - which, even though it is noted at the top of the page, must have gotten past you (I assume so from your comments). This is a project about Phone Banking, There is larger conversation that needs to be started about re-writing AdvoKit (and extending it).

      Also, in general it is a good idea for everyone to be very careful about the way they phrase their opinions and questions, when done well, with plenty of respect, and with a clear voice that realizes that this is a flawed medium, the level of conversation and collaboration can truly be revolutionary.

      Later..

  4. Sep 04, 2008

    Matt Chapman dit :

    A project to implement some CiviCRM Phonebanking tools as Drupal modules is under way:

    http://forum.civicrm.org/index.php/topic,4628.0.html&nbsp;

  5. Jul 12, 2009

    Fen Labalme dit :

    Is CiviPhonebank work progressing?  I'm looking for some phone banking and door knocking software for a local school board election, and Advokit is the best I see though no real development has been done on it in the last few years.  Something based on CiviCRM would be great - offering many more features for campaign managers - but a simple interface (like the GCC "EZ" interface for Advokit) would be needed for voter contact activists.

  6. Jul 12, 2009

    Fen Labalme dit :

    BTW - a killer app for any GOTV system would be a mobile app that contains a list of a voting district's (or ward's) voters that simply had check boxes for all people who have voted.  A poll volunteer could check off the names of people who voted and election-day phone bankers could call those who haven't yet to see if they need a ride to the polls or any other help.

  7. Jan 20, 2014

    David Esrati dit :

    In response to Bob Fertik-

    "In the year 2005, it's just plain nuts to plan a voter canvassing system that is focused on telephones - and does not give equal weight to email."

    It's 2014- I just finished a campaign going door-to-door and personally knocking on over 5000 doors. Let me tell you that there are a large number of voters with zero access to the internet or email. Dumb phones- text messages are still essential.


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