TOP PARTICIPANT

QUESTIONS & ANSWERS

Registration Questions

Participant Questions

Tips

Suggested Next Steps

Registration

TRUE or FALSE?TRUE or FALSE?

“A team captain tried to register for the first time and it told him the team was already in use. That can’t be because he never tried to create his team before and I looked them up and they aren’t in the system.”

This is true because the team is not already in use. The chosen URL is already in use. He needs to pick a new URL.

This question also manifests itself as:My team name is already taken or unavailable

or the URL I’m picking is already in use.

SOLVE IT – INVESTIGATE URL Ask which URL they are trying

URL’s can only have letters and numbers. No special characters or spaces

Try it in your browserhttp://namiwalks.nami.org/...Went to a real page? URL is taken.

Provide a suggestion that works by trying it yourself in your browser.Add a year or creative wordhttp://namiwalks.nami.org/team2012http://namiwalks.nami.org/

fantasticteam2012

BONUS TIP

Old Website New Website

Segmented Registration

Set up pages – separate process

1 process registration

Fundraising pages are set up during registration

Most frequently missed by Team Captains.Team Captains will set up their team then their personal registration ALL IN ONE PROCESS.

“I registered and Added Others during the process. Now I want to add more. How?”

Add Others is only available during registration.

SOLVE IT Have another register and add the other

people Have the other people register on their

own Adding Others is a new feature for 2012.

While convenient, individual registration is always available. Walkers registered through this process are

actually registered but do have to activate their personal login information through a confirmation email.

“I registered as an individual and then re-registered as a Team Captain.”What do I do now?

Re-registration wasn’t necessary. Registered Walkers can join/create

a team in the Participant Portal

SOLVE IT Cancel the registration that isn’t

necessaryUse the Relationships Tab

If there are donations with the cancelled record, change the solicitor.Use the same process that you used to

Remove the Solicitor in the Sponsor Process..except you are going to CHANGE the solicitor instead.

BONUS: You can also do this if the donor donated to the wrong person.

Re-registration is not necessary…ever!

Participant

Questions

“Why do I have a personal page and a team page?

Personal Pages are for Personal Fundraising.

Team Pages are to keep track of Team Progress..AND Team Donations

EXPLAIN IT Fundraising Pages are automatically

created through registration Personal pages are going to be used for

personal fundraisingDonors donate to people they know

Team pages are going to be used for tracking team progress as a landing page AND for team donations (rare)

BONUS Question:

BONUS QUESTION: WHY IS MY TEAM LISTED AS A MEMBER OF OUR TEAM

Team Donations are new this year. This will track any team donations that

are received. It cannot be deleted.

“How do I add offline donations? Offline donations are showing up as Anonymous”

Offline Donations for both Walkers and Teams can be added in the Participant

Portal.

All donations added here will be listed as Anonymous until received and entered

by the Walk Manager.

EXPLAIN IT:MANAGE CASH & CHECKS Personal offline donations added in the

Fundraising Tab Team offline donations added in the

Team Tab All offline donations listed as

Anonymous until verified ACTION: Send them:

Participant portal flyerTeam captain web resourceVideos from the WMRC

I registered and I can visit my personal/team page link but donors click on Donate Now and I don’t come up. Why?

The box was unchecked during registration to

“Allow the general public to search for and donate to

me/team”

SOLVE IT Change this in E2

Use the Relationships Tab Participants can change this in

Participant PortalPersonal -> Use Profile Tab and Edit

Registration QuestionsTeam -> Use Team Tab and Edit Team Info

Login Issues: “I can’t login. I forgot my username and password. I want to change my username or password”

Easy!

SOLVE IT Are they going to the new website to

login Use the forgot username and password

link (available right underneath the login area) They will receive an email to reset their

password or with their username. Look up in E2

Relationships tab for their username Reset their password

Usernames cannot be changed (or URL’s)

“How can I add more pictures or videos to my team/personal page?”

You can add up to 3 pictures and 2 videos.

EXPLAIN IT: The system allows you to add 3 more

pictures and 2 more videos You can disable the default pictures and

videos Remember: Our old system only allowed

for pictures and a limited amount. This is a bonus.

“As a Team Captain, how do I manage my team tools?”

Use the Team Tab in the Participant Portal

EXPLAIN IT:THE PARTICIPANT PORTAL Everyone has access to 3 tabs Fundraising – Personal Fundraising Tools Team – Access Team Tools OR

Join/Create a Team if you aren’t on a team

Profile – Manage Personal Registration Information (Includes changing revenue share partner)

Action – Send Team Captains the Team Captain Web Resource

A Walker wants to switch teams or be removed from a team.

Change their team in E2

SOLVE IT In E2 in the Relationships Tab

Remove the Walker from the TeamClick Join Existing Team and Search for New

One Remember, once removed from a Team

a Walker can create or join a team at any time

Tips

TIPS: Be comfortable with the uncomfortable

The best way to learn is to practice and figure out the answers yourself. Become a detective

Manage your time Being a detective takes a little more time. Use it

for learning. Learn the answers

If you received a Walk Help response, take time to understand the process and the answer so you can use it later.

TIPS: Think of a Traffic Light

Stop & Listen – Really listen to the question Think – What is the answer? Does the

participant understand the process? Do I understand the process? Where are my resources?

Solve – 99% of the questions can be solved locally. Try it and you’ll surprise yourself. Things that need to go through Walk Help:

Refunding online donations and some Super Team donations

Use the Resources We have them available for you to use.

Suggested

NextSteps

SUGGESTED NEXT STEPS Can you close your eyes and know the

registration process or the participant portal with some familiarity? Register again or explore the Participant Portal

Send out the Team Captain Web Resource & Mobile App Flyer (available in the WMRC)

Print the website guide so you can refer to it. Managing Teams and Walkers pgs 7-15 Managing Offline Donations pgs 24

Finally…Take a Deep Breath.

You know more than you think. It’s okay to not know the answer right away because you have the resources to help you.

Resources in Walk Manager Resource Center: www.nami.org/wmrc