Whoa! I am an Event Coordinator, Now What?!?!

Audience

If you are not accepting Registrations through the Web Site, then this document does not apply to you.  This document applies to Events with Registration.

Introduction

You wanted to have a wonderful event and everything was going to go so smoothly with a swish of your wand and a snap of your fingers.  And then you found out that other people were involved and you fell into the pit of despair!  Welcome to the life of an Event Coordinator.

Fortunately, we are going to make things easier for you, IF, you are willing to learn how to use the Event Registration and Management software that is integrated into our Web Site.  Yes, it will take some learning, but overall it is pretty intuitive.

Before going any further, here are some questions to help you decide whether or not to use the Registration & Event Management capabilities of the Web Site:

  1. Need to collect Registration information from participants beyond just their name, phone and email address?
  2. Have an Event that needs to collect monies and track the collection process?
  3. Need to consistently and accurately publish specific information to each registered participant?
  4. Will you have to perform setup work specifically based number and/or type of registered participants?
  5. Are you expecting more than 15-20 participants?

Lastly, even if your specific event doesn’t meet these kinds of criteria consider this question:

  1. Will you be running events regularly and are willing to invest some time so that your events begin to run smoother and smoother in the future?

You answered “Yes” to one or more of these questions

Please review the remainder of this document closely and consider using the registration capabilities of the Web Site.  Keep in mind, the first time you coordinate an event that uses the registration and event management capabilities of the Web Site, you should expect to spend extra time learning the process and techniques required to be the Event Coordinator.

You DID NOT answer “Yes” to one or more of these questions

You may not need to use the registration capabilities of the Web Site.  It may be more trouble than it is worth.  🙂

What is an Event Coordinator and What Do They Do on the Web Site?

This document focuses on the role and responsibilities an Event Coordinator will take on in the Web Site for the Event(s) they coordinate.  There are other concerns which are outside the scope of this document.  An effective use of the capabilities of the E

Preface

First of all, as you review this document the amount of work may begin to feel daunting.  It is actually far less daunting than this document will convey.  Why?  Because, we have already “templated” many of the things you will read about next.  You will be focusing on the things you need to work differently from what is already “templated”.  You will find that much of what we have “templated” is good enough for your event and you’ll just be tuning the setup of your event to meet your specific needs.

Second, we realize that there are some very gifted individuals who coordinate events, but aren’t technologically savvy.  For those individuals, we will work with you to assist you and may even take on the duties of Event Coordinator for you.

However, for those who have the capability to learn, use and become effective Event Coordinators using the web site, you will be expected to learn and fill the role.  This doesn’t mean you won’t receive help.  We will help you by walking alongside you for at least your first event where you are using registration capabilities of the Web Site.  We will help you learn, but with an expectation that you will take on the responsibility yourself as you learn.

Event Coordinator Roadmap

  1. Understand and Describe the Needs of an Event
  2. Understand Key Concepts
    • Core Concepts of Registration and Event Management in the Web Site
    • Event Communications
      • Documents
      • Email Notifications
    • Process Flow of an Event on the Web Site
    • Process Flow of Registrations for an Event in the Web Site
    • (When you Collect Payments) Process Flow of Payments for Registrations in the Web Site
    • (When Restoration Cornerstone does Payment Processing) Reporting of Payments & Expenses to the Treasurer
  3. Learn How To
    • How to Request Your Event
    • How to Request Updates to Your Event
    • How to Review/Approve Draft Event prior to Publication on Event Calendar/Event List
    • How to Monitor & Process Inbound Registrations
    • How to Monitor & Process Payments
    • How to Work with Treasurer (or their designate) to ensure compliance with legally required accounting practices for Payments and Expenses

1.  Understanding the Needs of an Event

Specifically, you will have to understand the needs of the event that relate to features built into the Registration and Event Management capabilities of the Web Site.  This includes things like shown in the following sections for Administration, Registration, Ticketing and Communications.  This is not a comprehensive list, but it does include many of the items you need to consider.

Administration

Who will be the primary point of contact for responding to inquiries about your event?

Who is needs to be published to participants on the Web Site (or in email communications) as part of the Event team (Primary Contact, Additional Contacts, Chaperones)?

Who will review incoming registrations and, if needed, approve/decline them?

Who will process payments?  (Note: some payments will be manual and require manual data entry.  If electronic payments are accepted, there may be some payments declined or failing and they must be managed)

Registration

How many types of sign-ups do you need and what are they called?  (Note: each type of sign-up is represented as a “ticket” in the Web Site.  It may not be an actual printable ticket, but printable tickets are possible.)

  • Example:  A dinner event might have two types of tickets (Adult, Child) where a free event may be setup with one type of ticket called Free Ticket.

Do you need to approve each registration?

What specific information do you need to collect about participants?

Do you need to know detailed information (name, email, phone) about every single participant?  (Note: you can choose to collect only information about a representative individual who is completing the registration process and letting you know how many participants they have)

Ticketing

Do you need printable tickets?

Payment Processing

Do you need to collect payments?

Do you want the payments to be processed by Restoration Cornerstone OR by another party?

Communication

What are the details of your event that need to be published to prospective participants?

What do you want to communicate to participants, in the following circumstances?

  • Registration is completed but pending approved
  • Registration is completed and approved
  • Registration is completed, but you need to decline their registration
  • Registration is completed, but you have to cancel the event or their registration
  • Registration is completed, but not paid
  • Printable Tickets are available for them to download and print
  • Payment is processed successfully (Note: this may be a partial or full payment against the registration)
  • Payment fails or is declined
  • Refund is issued

Important Note:  There are standard communication templates for all the above circumstances, but you will need to review and decide whether you need to tailor these communications for your event.

2.  Key Concepts

Event Management Roles

There are only a few key parties

Roles Description Notes
Event Admins Administrative staff responsible for creating events, working with Event Coordinators and ensuring the overall flow of events on the RCC Web Site is well maintained for the church.
 Event Coordinator Person who is coordinating the event.  Also known as the Event Admin or Event Author. Receives Configured Email Notifications
 Primary Registrant Person who submitted the registration and included their information in the Primary Registrant sections of the Registration Form.  This is also the party who is expected to be involved in any financial processing associated with each registration Receives Configured Email Notifications
 Registrant Each registrant on the Registration Form.  Important:  This includes the Primary Registrant.  For example, there are some notifications which are configured to be sent to “Registrant” which means that each person on the registration will get a copy of the Email Notification. Receives Configured Email Notifications
Treasurer This is not a role in the Event Management software, but must be included in the overall process of an event if RCC is handling payment processing.

Process Flow of Events with Registration

The following diagram provides a high level view of the life of an Event that includes Registrations on the Web Site and the parties (i.e. roles) involved in an Event from inception to completion.  You will travel through this process flow ONCE per event you coordinate that includes the registration process.

Additional information is provided on the following diagrams to:

  • Miscellaneous Items for Events
  • Process Flow of Event Registrations
  • Process Flow of Payments for Event Registrations

 

Event Flow with Registration

Event Statuses

Each event goes through a series of statuses before being finalized.  Here are the statuses and a brief description of their meaning.

Status Description
Draft Event is created in the Web Site, but only Event Admins and the assigned Event Coordinator can see the event.  It is NOT PUBLISHED on the Calendar or Event List.

In this status, the Event Coordinator is expected to review, make minor edits and submit the event by clicking Submit for Review button to the Event Admins.

Review Event is created in the Web Site, but only Event Admins and the assigned Event Coordinator can see the event.  It is NOT PUBLISHED on the Calendar or Event List.

In this status, the Event Admin is expected to review, approve and publish the event.  Event Admins may make additional edits.

Important Note:  It is still possible in this status for Event Coordinators to edit the event by making changes clicking Submit for Review button, but this is not recommended.

Upcoming The event is published and will appear on either or both the Calendar and the Event List.

Registrations will not be accepted in this status, but the event detail page will show when registrations can start by showing when tickets go on sale.

In this status, only the Event Admin can make any changes to the event.  You may view the event, but if changes are needed you will need to use the Event Contact Form.

Registration Active The event is published and will appear on either or both the Calendar and the Event List.

Registrations will accepted in this status and allow for tickets that are currently on sale to be purchased (or claimed in the case of free tickets).  The tickets that are on sale at any given time during the registration period may change based on how the event is configured.

In this status, only the Event Admin can make any changes to the event.  You may view the event, but if changes are needed you will need to use the Event Contact Form.  The most common changes you may need help with during this phase of an event are for Event Descriptions and Email Notifications.

Registration Closed The registration period for the event has finished, but payment processing may be ongoing.

In this status, only the Event Admin can make any changes to the event.  You may view the event, but if changes are needed you will need to use the Event Contact Form.  The most common changes you may need help with during this phase of an event are for Event Descriptions and Email Notifications.

Sold Out, Postponed & Cancelled The registration for the event is closed because all tickets are sold, but payment processing may be ongoing.

In this status, only the Event Admin can make any changes to the event.  You may view the event, but if changes are needed you will need to use the Event Contact Form.  The most common changes you may need help with during this phase of an event are for Event Descriptions and Email Notifications.

Miscellaneous Items for Events

There are a few additional things that can happen while coordinating an event that the Web Site can help you manage.

  • You need to update your event information after it is published
  • You need to postpone or cancel your event after it is published
  • You need to send an email or newsletter to some or all of registered participants

 

Miscellaneous Items for Events

Process Flow of Event Registrations with Free Tickets

There will be events that you want to collect the number of registrants and even some information about those registrants, but you do not need to process any payments.  For these types of events, there are less things to consider.  Here are the key items you need to consider.

  • Do you need to approve each registration before the registrants are told that they are fully signed up and approved?  Or can you treat each registration as approved simply by signing up.
  • Do you need customized notifications for any of the email notifications?

The following diagram shows the flow of one registration for an event, the statuses it can go through and the default email notifications that are triggered for delivery.  There are three Event Roles that can be configured to receive Email Notifications:

  • Event Coordinator
  • Primary Registrant Only – the person submitting the registration
  • Each Registrant – every person included on a registration including the Primary Registrant

 

Flow of Free Registrations

Note: the notifications and recipients of notifications shown in this diagram are the standardized default settings.  They are customizable if you have a specialized event.

Process Flow of Event Registrations with Fee Based Tickets

There will be events that you want to collect payment information in addition to registrant information.  In these cases, the flow of Event Registrations is a little more complex.  In many cases, new Registrations will be marked as Pending Payment and will wait until the Registration is paid in full before the Registration is marked as Approved.  (Note: it is possible to have Registrations marked as Approved even before payment is completed, but this is a less common approach).

Here are the key items you need to consider.

  • Are you willing for Registrations to be marked as Approved even before payment is completed, or do you want Registrations to be Pending Payment until all payments are completed?
  • Do you need customized notifications for any of the email notifications?

The following diagram shows the flow of one registration for an event, the statuses it can go through and the default email notifications that are triggered for delivery.  There are three Event Roles that can be configured to receive Email Notifications:

  • Event Coordinator
  • Primary Registrant Only – the person submitting the registration
  • Each Registrant – every person included on a registration including the Primary Registrant

As you review this diagram, consider the following example scenario:

  1. Primary Registrant signs up for four $7 dollar family movie night tickets and chooses to pay by check or cash.  The web site cannot receive the check or cash.  It will have to be delivered in person or by mail to the payee (usually Restoration Cornerstone, but sometimes another party).

 

Flow of Fee Based Registration

Note: the notifications and recipients of notifications shown in this diagram are the standardized default settings.  They are customizable if you have a specialized event.

Process Flow of Payments for Event Registrations

Flow of Registration Payments

Note: the notifications and recipients of notifications shown in this diagram are the standardized default settings.  They are customizable if you have a specialized event.

Event Registration Statuses

Each registration for an event may go through a series of statuses before being finalized.  Here are the statuses and their basic meaning.

Status Description
Not Approved The registration has been submitted, but it is not approved.

  • Payments in this Status
    • Event Coordinator will need to process each registration and change it from Not Approved to Approved.  This will trigger the Registration Approved Email Notification (see below) to each registration that is approved.
    • Primary Registrant cannot process payments when a registration is in this status.  The Event Coordinator must change the status to Pending Payment to allow the Primary Registrant to make Payments
  • This status does not reduce the ticket count available for the event.
Pending Payment The registration has been submitted, but payment has not been completed yet.

  • Payments in this Status
    • Primary Registrant is able to make payments to complete the registration and finalize payment.
    • Event Coordinator can also process the payment.  Check and Cash payments have to be processed by the Event Coordinator.
  • This status does not reduce the ticket count available for the event.
  • This status is not valid or usable for Events with Free Tickets.
Approved The registration has been submitted and either a) payment has been completed by the Primary Registrant OR b) the Event Coordinator has set this status manually with or without receiving payment.

  • Payments in this Status
    • Primary Registrant is able to make payments to finalize payment.
    • Event Coordinator can process payments.  Check and Cash payments have to be processed by the Event Coordinator.
  • This status reduces the ticket count available for the event.
Declined The registration has been declined.  Payments cannot be processed and ticket counts are not reduced or affected at all.
Cancelled The registration has been cancelled.  Registrations can be cancelled by Event Coordinators and sometimes by Primary Registrants as well.

  • If payments have been processed, they can be refunded.  All refunds have to be processed manually.

Important Note:  Depending upon the type of event you request, a default status will be selected for the event.  This is the status that each registration will enter once it is submitted.  For example:

  • Event with Free Tickets and No Approval – the default status will be Registration Approved.
  • Event with Free Tickets, but the Event Coordinator needs to Review/Approve – the default status will be Registration Not Approved.
  • Event with Paid for Tickets which isn’t Paid During Registration – the default status will be Pending Payment.

Event Communications

In addition to any supplemental files you provide as part of Requesting an Event, there is a standard set of communications that the Event Management software in the Web Site provides.  This section provides a brief summary of what is included and the following sections (Event Documents & Event Email Notifications) provide some additional details to help you understand what the Event Management software can do for you and your event.

Event Documents

There are three types of documents which are generated and can be used.  Each of these documents is accessible from a link on one of the Email Notifications (discussed in the next section) or a page on the web site accessible during registration or on an Event administrative panel.

  • Receipt – accessed by a link on the Thank You Page when someone registers
  • Invoice – accessed by a link on the Thank You Page when someone registers
  • Ticket – accessed by a link from the Ticket Notice email notification (see below)

Note:  These “documents” are actually HTML pages which can be downloaded, printed or in some cases generated into a PDF file for later use by Event Coordinators and Registrants.

Event Email Notifications

Each event supports the ability to send email notifications to key people associated with the event.  There are some notifications that are only applicable when there is ticketing and/or fees associated with your event.

The following information will also let you know which event Email Notifications are configured by default or whether they must be specifically requested.  Each combination of Notification Type + Recipient Type can have a different Email Notification Template.

An Email Notification Template is boilerplate text plus information from the Event and the Registration Form that is merged together into a finalized email that will be delivered when the message is triggered.

Events with Registration (Free or Fee)

Notification Type Description
Registration – Not Approved Triggered When:

  • Free Events
    • Your event is configured with Default Status = Not Approved, then this will be sent when a new registration is submitted.
  • An Event Coordinator manually changes the status to Not Approved

Possible Notification Recipients:

  • Event Coordinator – Default Delivery: NOT SENT
  • Primary Registrant – Default Delivery: SENT
Registration – Approved Triggered When:

  • Free Events
    • Your event is configured with Default Status = Approved, then this will be sent when a new registration is submitted
  • Fee Events
    • When the Registration is paid in full by either a) the Primary Registrant on-line or b) the Event Coordinator applying payments
  • An Event Coordinator manually changes the status to Approved

Possible Notification Recipients:

  • Event Coordinator – Default Delivery: SENT
  • Primary Registrant – Default Delivery: NOT SENT
  • Registrant – Default Delivery: SENT
Registration – Declined Triggered When:

  • An Event Coordinator manually changes the status to Declined

Possible Notification Recipients:

  • Event Coordinator – Default Delivery: NOT SENT
  • Registrant – Default Delivery: SENT
Registration – Cancelled Triggered When:

  • An Event Coordinator manually changes the status to Cancelled

Possible Notification Recipients:

  • Event Coordinator – Default Delivery: NOT SENT
  • Registrant – Default Delivery: SENT
Ticket Notice  Triggered When:

  • For Events configured with Printable Tickets, this notification is sent when Registration is Approved.  The Ticket Notice provides a link for the user to load their ticket(s) and print them.  The actual Ticket is an Event Document (described in the Event Documents section above)

Possible Notification Recipients:

  • Primary Registrant – Default Delivery: NOT SENT
  • Registrant – Default Delivery: NOT SENT
Newsletter Triggered When:

  • An Event Coordinator manually sends a mass mail to selected registrants or groups of registrants.  This is done in the Registrations administrative panels of the Event

Possible Notification Recipients:

  • Registrant – Default Delivery: NOT SENT

Fee Events Only

Same notifications as above, plus:

Type Description & Notes
Registration – Pending Payment Triggered When:

  • Fee Events
    • Your event is configured with Default Status = Pending Payment, then when the Registration is submitted and not paid in full
  • When an Event Coordinator manually changes the status to Pending

Possible Notification Recipients:

  • Event Coordinator – Default Delivery: SENT
  • Primary Registrant – Default Delivery: SENT
Payment Reminder Triggered When:

  • When an Event Coordinator manually selects Registrations and triggers the Payment Reminder notification

Possible Notification Recipients:

  • Event Coordinator – Default Delivery: NOT SENT
  • Primary Registrant – Default Delivery: SENT
Payment Received Triggered When:

  • When payments are received including manual payments applied by the Event Coordinator.  These may be full or partial payments for a registration.

Possible Notification Recipients:

  • Event Coordinator – Default Delivery: NOT SENT
  • Primary Registrant – Default Delivery: SENT
Payment Declined Declined means that we attempted to process the payment, but it did not succeed.  This is used for electronic payments where the payment processor attempts to process the payment and gives a decline OR when a check is processed and it bounces.

Triggered When:

  • Payments are declined due to automatic processing with an offline payment gateway (Paypal, etc) or when an Event Coordinator declines a payment.

Possible Notification Recipients:

  • Event Coordinator – Default Delivery: NOT SENT
  • Primary Registrant – Default Delivery: SENT
Payment Failed Failed means that the user partially input data and did not complete the payment process.  In essence, we could not process the payment because the payment processor wasn’t working or the user didn’t complete the process properly.  This is not a decline.  It is an incomplete attempt to pay.  This is used almost exclusively for electronic payment processing and Event Coordinators should avoid manually triggering this type of Email Notification.

Triggered When:

  • Payments fail due to a problem processing with a payment gateway (Paypal, etc) or when an Event Coordinator fails a payment

Possible Notification Recipients:

  • Event Coordinator – Default Delivery: NOT SENT
  • Primary Registrant – Default Delivery: SENT
Payment Cancelled Triggered When:

  • When an Event Coordinator cancels a payment

Possible Notification Recipients:

  • Event Coordinator – Default Delivery: NOT SENT
  • Primary Registrant – Default Delivery: SENT
Refund Issued Triggered When:

  • When an Event Coordinator processes a refund.  The actual refund happens outside the Web Site, but this email notification can be used to signal a Primary Registrant that the Refund has been issued.

Possible Notification Recipients:

  • Event Coordinator – Default Delivery: NOT SENT
  • Primary Registrant – Default Delivery: SENT

2.  How To’s

Request Your Event

Is it the first time you are requesting an event of this type?

Have you ever requested another event that is almost exactly what you need, except for minor changes?

  • Click here to Request an Event Modeled after another Existing Event (Coming Soon)

Request Updates to Your Event

Fill out this form setting the Reason for Contact value to “Change or Update for Published Event”

 

Review/Update Event prior to Publication on Calendar/Event List

  1. Go to the Admin Console for the Web Site
    1. Move your mouse over Restoration Cornerstone in the toolbar at the top of the page
    2. When the drop-down menu appears click on “Dashboard”
  2. After Admin Console Loads, Go to Event List
    1. Click on Event Espresso in the Admin Console side menu
  3. After Event List Loads, Open Your Event
    1. Move your mouse over the Name of your event.  Be sure to find the right one by looking at the Event Start date column
    2. An Edit link will appear just below the Name of your event.  Click the Edit link
  4. After Event Loads
    1. Review and/or Update your event and then click the Submit for Review button at the bottom of the Update Event box in the upper right portion of the Event Detail screen.

Important:  Unless you are already very familiar with how to configure Events in the Web Site, you should stick with minor edits changing the Description, Excerpt and other minor edits (label changes, etc) to prevent creating extra work for the Event Admins.  If there are changes you need to make and you are not sure how to do it, then make the minor changes and use the Event Contact Form to communicate the rest of what you need changed.

How to Monitor & Process Inbound Registrations

  1. Go to the Admin Console for the Web Site
    1. Move your mouse over Restoration Cornerstone in the toolbar at the top of the page
    2. When the drop-down menu appears click on “Dashboard”
  2. After Admin Console Loads, Go to Event List
    1. Click on Event Espresso in the Admin Console side menu
  3. After Event List Loads, Open Your Event
    1. Move your mouse over the Name of your event.  Be sure to find the right one by looking at the Event Start date column
    2. A Registrations link will appear just below the Name of your event.  Click the Registrations link.
  4. After Event Loads you are ready to perform the following actions
    1. Review Registrations
    2. Change the Status of one or more Registrations
      1. This can be done one at a time OR it can be done in bulk
    3. Create a Manual Registration on behalf of someone

 

How to Monitor & Process Payments

How to Work with Treasurer to Keep Your Event Legal and in the Black!

To ensure compliance with legally required accounting practices for Payments and Expenses,