Nonprofit Success

• Some great stuff in Summer '09

  steve.andersen Jun 30, 2009

  Another summer, another Salesforce.com release! June brought Summer '09 to us with all sorts of really interesting enhancements. The release notes are always very informative, but they're  also long and hard for a lot of people to comprehend. Every release I like to read through the release notes and pass on any interesting tidbits to folks who don't have the time or desire to read through the whole thing.

  
  

  Salesforce Sites

  The biggest splash out of Summer '09 is the public release of Salesforce Sites. Sites gives you the ability to make Salesforce.com available to people who don't have a login. You can let people see data, or enter data. You could host your whole website. You can make Sites available to the public, or just people you trust. 

  
  

  Sites is what I like to call a "platform feature."  It's put there for you to build on top of. It's a classic enabler, and you can use it to help solve your business needs. To help people get the creative juices flowing, I created a simple demo of one possible use case--putting a list of sponsors on a website. Check out the demo and see if it sparks any ideas.

  
  

  To learn more about using Salesforce Sites, search for Sites in your Salesforce.com Help.

  
  

  Campaign Enhancements

  Another platform feature comes our way improving the flexibility of Campaigns. If you're doing outreach to people and want more power and complexity in how you interact with them, take a look at this series by John Kucera, the Product Manager for Campaigns.

  
  

  The Campaign Enhancements allow you to trigger actions after people respond to your outreach, sign up for an event, or tell you they want to stay in touch. This is a feature I've wanted for a long time.

  
  

  Analytics Improvements

  Dashboards got a big overhaul in Summer '09. They are now prettier, easier to read, and accessible to the color blind. There are a couple new component types--the donut and the funnel. And you can now show percentages on charts rather than having to do the math in your head.

  
  

  To turn on the new functionality, Click Setup➤Customize➤Reports & Dashboards➤User Interface Settings and then click Enable.

  
  

  Generic From Address

  Here's a small feature that is a big win--you can now set up a generic address, like info@myorg.org, and send emails with that as the From address. Now you can better control what emails you send to your constituents. To enable this feature click Setup➤Email Administration➤Organization-Wide Addresses and add an email address. 

  
  

  There are a ton of other features, read the release notes yourself to see them all. Hopefully you'll find these features handy--I know I'm using a whole lot of them already.
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• The Nonprofit Starter Pack is now an Open Source Project

  steve.andersen Jun 15, 2009

  I'm very pleased to announce that the Nonprofit Starter Pack is released today as an open source software project! We've heard feedback from our community of users and partners and decided opening up the code and processes around the Nonprofit Starter Pack was the way to maximize the benefit to the nonprofits we serve. In this post I'll let you know why we're open sourcing, what we hope to accomplish, and how we're going about it. I'll also be asking you to join in our effort to help nonprofits using Salesforce.com be as effective as possible.

  
  

  But first, some background...

  
  

  In November of 2008 the Salesforce.com Foundation released the Nonprofit Starter Pack--a set of customizations to Saleforce CRM that model some key nonprofit business practices. The Nonprofit Starter Pack will:

  
  

  * provide a frictionless way for a small/med nonprofit organization to get up on Salesforce.com in an intuitive way
  * be a way to catalyze our partner community and build a viable ecosystem of products for nonprofits on Salesforce.com
  * help make integrations more plentiful
  * make things easier for integrators to work with Nonprofit organizations
  * serve the smaller organizations first
  * not necessarily be the solution for all organizations, particularly large, more sophisticated organizations

  
  

  The Nonprofit Starter Pack was chosen by over 1,100 nonprofits when they received their donation of Salesforce CRM. That's quite a reach in a very short time! We have added staff (me) to help support the Nonprofit Starter Pack, but we're not satisfied. We'll never have enough internal resources to advance the ball as quickly as we'd like. So we're making it possible for others to join us in this effort.

  
  

  In open sourcing this project we're doing a number of things.

  
  We are putting our code in public for all to see/use

  
  

  We've created a project website that includes the code of the Nonprofit Starter Pack in a source code repository under an open source license. This will allow anyone interested in the Nonprofit Starter Pack to see the internals of what's going on in the code. The code can be taken and installed in any Salesforce.com instance to be studied and changed. We're fully expecting that people will look at our code and suggest changes and bug fixes that we haven't thought of. If you're a developer, have at it and let us know what you think. Digging into the Nonprofit Starter Pack is a great way to expand your understanding of Apex and VisualForce--take a look at the code and you'll likely learn something.

  
  

  We're opening up our processes

  
  

  The project site has links to updated documentation that has links to all the packages, release notes, install instructions, known limitations, and much more. The project site also has a public issue tracker. As soon as we know about a bug, we put it in the issue tracker, so you'll know what problems are outstanding. If you find a bug you can submit it directly and get email updates as the issue is worked. Want a new feature? Suggest it in the issue tracker and others can comment on it, too.

  
  

  We're deepening our communication

  
  

  There are three new communication channels for the Nonprofit Starter Pack. First, an email lists for announcements about the project and the packages. Second, a discussion group for developers working with the Nonprofit Starter Pack. And most importantly, a discussion group for nonprofit users who have the Nonprofit Starter Pack installed, or are evaluating it. We haven't had a good forum for questions specific to use of the Nonprofit Starter Pack, so I'm particularly excited about the formation of this group.

  
  

  We're asking for people to join us

  
  

  All this opening up will allow people to more easily help us improve the Nonprofit Starter Pack--that's the whole point of this effort. Come join us. Help us find bugs. Help us choose new functionality to build. Help us with our documentation. Help us help nonprofits change the world.

  
  

  We are retaining ownership, authority, and accountability for the Nonprofit Starter Pack

  
  

  The Salesforce.com Foundation is responsible for the Nonprofit Starter Pack, and we aren't changing that with this opening up of our processes. We as asking for help and input, and pushing as much as possible out to the community. And we're retaining final decision making around the Nonprofit Starter Pack. We will strive to be transparent in the decisions we make, and be clear in communication of those decisions.

  
  

  So join us in this effort!

  
  

  Here are some things you can do today:

  
  

  * Visit the Project Site and see what we've built
  * Join the Nonprofit Starter Pack mailing lists (Announcements,Developers,Users)
  * Take a look at the issue tracker and see what bugs we're dealing with, and have already fixed
  * Take a look at our code and use the Google Code tools to comment on it

  
  

  We're doing all of this to better support our broad community. Let us know what you think and share with us your ideas for how we might do things better! Together we can help nonprofits be more effective in achieving their missions by making the Nonprofit Starter Pack the best it can be.

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• Brainshark Grants

  Conches Feb 11, 2009

  Here’s something non-profits should definitely check out…. Brainshark, a Power of Us partner and leading AppExchange solution provider, has announced a quarterly grant program for eligible non-profits. In a nutshell, the Brainshark has an amazing software-as-a-service solution that lets you easily add your voice to a PowerPoint presentation and turn it into a web-based on-demand presentation and track the viewing results.  It’s a great way to get your message out and “do more with less,” especially in the areas of fundraising and training.

  Brainshark provides discounted pricing for non-profits as well as a generous GRANT you can apply for on a quarterly basis.  The next grant application deadline is February 20, 2009.  You can get more information on the Brainshark for Non-Profits web page.  There’s a presentation about the grant program and an awesome testimonial from the Special Olympics who is using Brainshark to reach and train thousands of volunteers.  Also worth checking out is the Brainshark AppExchange listing which has a helpful demo and info on their integration with Salesforce. 

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• Social Impact and Data Collection Reporting

  Conches Dec 15, 2008

  So, it seemed time to write down what I know about social impact metrics but two points first.

  1) My perspective is as practical as I am capable of. 

  2) Everything that I know I have distilled from people much smarter than I am. 

  Holy Grail?

  So, why are social impact metrics a holy grail.  The first reason is because we think of them as a holy grail.  Social impact metrics are thought of as a singular measurement system parallel to profit and loss statements. However, money adds and subtracts easily because it is an abstraction of value.  Money is not valuable itself.  Happiness, peace, security, health, knowledge, these are intrinsically valuable. So, if there is no currency of good, what then?  It is my belief that we have to take two approaches to understand social impact: 1) define and measure proxies for impact, 2) survey stakeholders to understand "customer satisfaction".  These are the nascent methodologies that we need in order to provide a relevant juxtaposition to Generally Accepted Accounting Principles.

  Before I get in to the details of how this can and has been done on the Force.com platform, I would like to make the case for why it is important.  The first reason is easy.  As a social sector organization, you want to know if you are any good.  But it is more than that.  If our troubled world is to heal itself, then we need more and more effective resources working on the problems that face us. We need to be very smart about how we apply solutions, improving those that seem to work and moving resources from those that don't.  The best measures we have for this (Longevity, scale, size, ...) are only  descriptors of the organizations that do the work as opposed to the more relevant descriptors of the impact of the work itself.  In order to move past measuring the organization and towards measuring social progress, we have to couch all of our impact in terms of the problems we are trying to solve.  This gives us the added benefit of being able to aggregate data with multiple actors that are working to solve the same problem.  To be specific, we must, 1) define the problem we are working to solve, 2) define what the world would look like if the problem were solved, 3) measure our efforts in terms of their ability to move the needle from problem to solution. We must also do the very difficult work of agreeing on the structures and methodologies of 1, 2 and 3.

  Social Impact Data Collection and the Force.com Platform

  I am interested, first, in measuring the social impact of specific organizations because this requires attention to be paid to things like audit trails and compliance.  With out this sort of rigor, we cannot hope to compete with GAAP.  Historically, social impact data collection and reporting systems have been siloed or not intimately connected to an organization's data management system (MIS, CRM, ERP, etc).  With the flexibility of Platform As A Service and the availability of cloud computing, social impact data collection can be incidental to an organization's daily operations.  An example of this is, if I am a classroom teacher taking attendance and I mark not only "Present" for Bobby Hernandez but I also mark "4 out of 5" for that day for him. That data point is only slightly relevant by itself but aggregated across a semester, a student, a teacher, a year, a school... In this case, the extent to which Bobby is engaged in school on a daily basis is one proxy for a school's contribution to Bobby's success in the world.

  The reasons why Force.com is particularly well suited to this environment are:

  1. It is built from the ground up as a Enterprise class Constituent (Customer) Management System (CRM) and it is in use by over 50,000 companies and over 1,000,000 users across the globe so It has all the appurtenances of a world class CRM.
  2. It is deeply configurable through a best of breed and fully open API.
  3. Because Force.com is in the cloud (and has an open API), many of the hurdles to aggregating data across a sector are removed. Specifically, we don't need to think about old-school systems integration but instead, leveraging XML data standards, we can do data integration which means that we can independently publish data nd digest data which dramatically reduces cost and politics.

  Operational Data Collection Design

  A specific example of this is Family Services Agency (FSA) of San Francisco. FSA is San Francisco's largest mental health services provider and they serve the communities with the greatest needs. When FSA began their salesforce.com implementation they had only a handful of email addresses for over a hundred employees.  All of their patient data was on paper on file folders, all of it. Their programmatic goals where all about number of clients served and hours billed. 

  

  After they implemented salesforce.com, they were are able to move from 12 hours on paperwork per hour of client interation to a ratio of 3/1. These operational efficiencies meant that they could change their programmatic goals from clients served to progress towards a mental health cure.

  

  In this screen shot, you can see how explicit goals can be referenced directly with in the context of data entry in the case management system.  So, reports can be generated to reference not only billable hours, but also progress towards goals.

  Another fantastic example of this is the Center for Employment Opportunities.  In the video below, CEO's presentation starts at the 16'th minute and the measurement specific part is at 25:50.

  I have less data on the process of surveying stakeholders but the basic idea is that if your stakeholders believe that you are doing a good job then you probably are.  Customer satisfaction as a proxy for impact.  A great place to find out more about this is Keystone Reporting in the UK and this issue of Alliance magazine.

  Data Aggregation to measure social impact across a sector

  PULSE

  This system has gotten a lot of attention, especially for something that is not fully rolled out yet. It has been written about in Business Week and the NY Times blog Bits Blog.  The system was originally designed by Acumen Fund and Google.org to help Acumen Fund measure it's impact across their portfolio.  Acumen Fund realized that they were on to something and offered other social investment organizations to take a look.  All were impressed and now, via the Aspen Network for Development Entrepreneurs, we are going to rebuild the system on the force.com platform.  This will provide scalability, simple provisioning, and access to the full Force.com ecosystem.  Many of the organizations in ANDE were already using salesforce.com for their investment pipeline management. The Pulse system will be built using visualforce for the entire user experience and we will build in the ability to export a PULSE flavor of XBRL.  These XBRL feeds will be sent to Price Waterhouse Coopers who will digest and steward this data.  The hope is to leverage this system for other similar environments like grant management.

  

  Grant Management

  A major hurdle to social impact measurement for nonprofit orgs is that foundations don't measure their own impact effectively.  Several organizations are now using salesforce.com to manage their grants.  An aggregating environment like PULSE would be fantastic for this.  The Grantsfire initiative has defined the hGrant microformat to represent information on grants that have been made that can be human readable as HTML on a web page or machine readable and indexed as data. It would not be difficult to provide a way to export hGrant data from salesforce.com.

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• Announcing the New Nonprofit Starter Pack for Salesforce.com

  Conches Dec 2, 2008

  Update

  A great demo video with Q and A is now available.

  ---------------------------------------------------------------------------

  Yesterday, on the Salesforce.com Foundation website Dec 1st, we released the new Nonprofit Starter Pack for Salesforce.com.  This post is intended to provide a first look in to what we have built.
  
  What Is It?
  To Date we have provided nonprofit functionality in a template or skin that was a set of customizations that could only be included with a completely new instance of salesforce.com.  This worked great to get a specific set of customizations out but it did not allow for updates or upgrades.  We have addressed this problem by moving to packages.  Salesforce.com has a packaging system for collecting a group of features and providing them to anyone to apply to their instance of Salesforce.  There is a large collection of these packages at http://www.salesforce.com/appexchange.  The new Nonprofit Starter Pack for Salesforce.com  is a set of 5 packages that can be installed independently or all at once and, more importantly, they can be applied to existing organizations and each can be updated as new features are added.  (Currently, we have only provided these packages as a group for new users.  By the end of the month, we will have the packages available for existing users to install.)

  Their are almost 5,000 social sector organizations in 56 different countries using donated licenses of salesforce.com.  Of those organizations, approximately 90% get up an running by themselves using online training and other community resources.  This is the primary community for which we built these packages.  Our goal was to make it as easy as possible for any nonprofit organization to get up and running with enterprise class constituent relationship and other data management.  The other design consideration was to ensure that everything we put in our packages is compatible with core salesforce.com CRM.  As the name says, we have built a starter pack for nonprofits to get up and running with enterprise class CRM.  So, what did we build?

  The Packages
  Contacts and Organizations

  The primary purpose of this package is to deal with the fact that most nonprofit organizations do not have a business to business (or organization to organization) business model but instead operate in a hybrid way where some of their constituents ARE businesses (or organizations) but many are individuals.  Because salesforce is built as a business to business tool we needed to add some customizations to allow nonprofits to effectively manage individuals.  We started with the assumption that when an organization is the primary constituent then the nonprofit needs to operate in a business to business schema with that organization but, when an individual is the primary constituent, the nonprofit most be able to manage the relationship directly with that individual and not via a proxy organization record.  We managed this by writing some code creates a "phantom" account when ever a contact is saved without an organization explicitly defined.  That account is of a special one2one type that can never be "visited".  When ever a link to that account is clicked, the user is taken to the associated contact.  There are also routines that manage the deletion (and protection) of these accounts and their associated donations when contacts are deleted.

  Additionally, we augmented the contact information available for each contact.  For each contact a preferred phone and email can be designated and each of two mailing addresses can be described as "work" or "other".

  Households

  Next is the Household package.  Much like with one2one contact to account relationship described above, a household is automatically created if one is not explicitly defined.  A household can have multiple members.  Also, a household has a phone number and a mailing address both of which show up on each of the household member's contact records.

  Affiliations

  Affiliations are relationships between a contact and an organization.  These are automatically generated when a contact who is listed as working for an organizations (not an individual in a one2one schema) leaves one organization and moves to another.  These can also be manually created to designate relationships like "on the board of" or "founder of" etc.

  Relationships

  Relationships are between two contacts.  These are manually created and are reciprocal.  They allow you to record relationships like "is the brother of", "is the colleague of" etc. 

  All of the features that I have mentioned so far can be seen in this screencast.

  Recurring Donations and Pledges

  The final package is for managing donations, recurring donations and pledges.  We renamed Opportunities to Donations and changed the page layout as well as the Stages to be more appropriate.  We also added a Recurring Donations / Pledges object.  On this object you can define either a total of incremental amount as well as the details of the recurrence and the code will do the math creating the open Donation records.

  There is a short screencast here to see how this works.

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• Sneak Peak: Nonprofit Edition Winter 09

  Conches Oct 3, 2008

  Matt Kaufman at MK Partners has been hard at work creating the Winter 09 Nonprofit Edition.  I wanted to write this post to give a flavor of what is coming. 

  Schema
  Person Accounts, Contacts / Accounts, Bucket or Individual Account or One to One
  There has been a lot of analysis as to what is the right way to associate a contact to a relevant "account".  The previous NPO Edition used an Individual account bucket and made all contacts that did not have accounts members of that Individual bucket account.  With APEX, it is now possible to do a one to one model where every contact has it's own account.  When a new Contact is created the Account is created in the background and any time the associated Account is clicked on, APEX redirects the user to the Contact.

  Creating a Contact

  This is great for new salesforce.com users but what about those of us that have been using the Individual bucket model.  First, we are working on a utility that will scan through all of the contacts in the Individual bucket account and create a one to one model account for each contact.  Additionally, we will give you the ability to keep the Individual bucket account model with a "system setting".

  Changing the Schema Setting

  Householding

  Some people use householding, some people don't.  Householding is turned on by default and for every new conact a household is created.  Householding is implemented as a seperate object.  However, we heard a lot of feedback that many people either don't do householding at all, or implement it as part of accounts.  to facilitate this, we created the ability to turn householding off.

  Changing Household Model

  Affiliations
  Another thing that we heard was that you needed the ability to associate people to accounts and people to people in more dynamic ways.  To accomplish this, we implemented Affiliations and Relationships.  Affiliations is the ability to create multiple organizations that a contact is affiliated with.  This is implemented a custom, reciprocal relationship to Accounts.

  Affiliations

  Relationships
  Relationships are the ability to associate a contact to another contact.

  Relationships

  Donation History
  And finally, donation history is the ability to look on the contact record to see the last date for a donation and the current roll-up amount.

  DonationHistory

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• Convio CommonGround

  Chris Atwood Sep 21, 2008

  Guest post by  N. Tucker MacLean, Senior Director, Nonprofits and Education at Salesforce.com.

  (Originally posted here)
  

  Today marks an important day in the nonprofit industry, as Convio Common Ground™ is now available to nonprofit organizations that have grown weary of the cost and complexity of traditional donor databases. This is a great moment for me, because I started talking with Convio about this concept over 2 years ago and the tremendous benefits that Software as a Service (Saas) could bring to the nonprofit community.
  
  When I joined salesforce.com 8 years ago, our tag line was "the end of software".  After working for another high profile dot com at the end of the 20th century, I understood what this meant and recognized how salesforce.com was different from the others.  There were new Internet companies trying to build a software solution and leverage the Internet as its delivery medium, and there were existing software companies trying to build Web based solutions to plug into their software, to also leverage the Internet as the delivery medium.  In either case, these companies allowed the inherent complexity of software to bog down their clients.   The difference is that these organizations were still trying to deliver SOFTWARE, not a SERVICE.  Now that tag line, "the end of software", sounds misleading in that no software exists.  Indeed, there is software, a lot of it, but it is managed, supported, maintained, and upgraded by only one company and in only one infrastructure; OURS.  That's the difference, that is SaaS.
  
  Let's look at why this is important for nonprofit organizations; I'll use an example of a nonprofit I'm currently volunteering for. They had a consultant build an access database for managing their constituents (members, volunteers, and partners) ~8 years ago.  The system met their needs at the time as a rolodex and contact list but has not allowed them to innovate as an organization. The system lacks the ability to leverage new technologies for fundraising and advocacy, mine the data to identify key strengths or weaknesses of the organization or provide for easier communication (email and mail) and campaign or event management.  In that same timeframe that this nonprofit used their custom-build solution, salesforce.com has had 24 major releases, with hundreds of new features allowing organizations to innovate without having to re-implement their CRM solution. Imagine the vast opportunities these new releases could have presented to this nonprofit and others like it eager to upgrade and make customizations to benefit their organization.
  
  The biggest challenge we face with our 4,400 nonprofit clients is that salesforce.com needs to be configured to specifically meet their needs, beyond just a universal template.  This is where Convio, who is no stranger to the SaaS market, comes in.  Convio's Common Ground, built natively on top of the salesforce.com platform, transcends the complexity of configuring salesforce.com as a donor database while providing the flexibility that every unique nonprofit organization requires.  And because it’s SaaS, Common Ground will continue to innovate, alleviating nonprofits from the woes of managing software and infrastructure while giving them access to the latest and most effective technology to improve their performance and enhance their missions. 
  
  More than ever the right technology partners can play a crucial role in your success. With applications like Common Ground and technology like that provided by salesforce.com, you are better positioned to turn ideas into action through the innovation, time-to-value and ease-of-use that is possible with the SaaS model.

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• Ramallah Trip

  Chris Atwood Aug 6, 2008

  As we arrived in Ramallah today, the local phone network welcomed us to the land of jasmine and olives, we didn't see any jasmine, but there were a lot of olive trees.

  We received a very warm welcome, with delicious coffee, at the Birzeit University office, where we were co-hosted by the University and the United States Consulate General from Jerusalem.

  Twenty-five Palestinian NGOs attended our workshop today. Only one was an existing user, and at the end of the day, all 25 had started a trial of the nonprofit template, had learned how to add fields, manage users and find their way around the self-service resources.

  It was a great introduction to a new nonprofit sector for us and we're confident we've met some technology innovators today.

  Isabel

  Just to follow on Isabel's comments was what an interesting and unique experience the whole day was in Ramallah. Our trip to the west bank started early in the morning and we were transported safely and efficiently to Berzeit University. It was a great room, fast internet and good computers for the participants. We split up the work, Isabel on our programs, Sara on resources, and I doing the product demo and setup training.

  The participants asked great questions, with a few jumping ahead wanting to use our portal products and build custom applications. We stayed for about 6 hours and were able to cover a pretty in depth hands on demo on the product. We left feeling genuinely appreciated and feeling the excitement of opening the eyes of the NGO's on software as a service. I think a lot of Palestinian NGO's feel left out of some of the programs other nonprofits get and really valued the attention and focus on them in a classroom setting.

  Chris

  What more can I add to Chris and Isabel's comments? I hope we shared some knowledge of Salesforce with the nonprofit organizations we met today. I felt I received an education in wonderful hospitality and I am genuinely looking forward to building on the relationships started today.

  Sara

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• Israel Workshops Day 2

  Chris Atwood Aug 4, 2008

  Good Afternoon from Israel. We are back in Netanya now for Day 2 of our Workshops in Israel. This room is full! We have over fifty nonprofits in the room, full of questions, and right now Elay is going through our nonprofit in demo. Prior to lunch we walked everyone through some customer snapshots and case studies and gave a brief overview of our donation program. With just a couple exceptions everyone in the room is new to Salesforce and is interested in potentially using the application within their nonprofit organization.

  Chris

  We're really delighted that over 50 people have turned up! Fifty people registered in advance, but we never thought so many would really make it here. Our product donation program in Israel is all set to really ramp up and make a significant difference to the capacity of Israel's nonprofit and education community. Feedback at lunchtime from participants has been extremely positive. Participants are particularly delighted we've got two Hebrew speakers with us from Salesforce.

  This evening we'll be hosting a low-key drinks evening for any nonprofits who want to meet us and continue to discuss their use of Salesforce or other aspects of the Salesforce.com Foundation.

  Isabel

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• Salesforce.com Foundation in Israel Day 1

  Chris Atwood Aug 3, 2008

  Good Morning from Netanya,

  I'm with a group of Salesforce.com and Salesforce,com Foundation employees and will be live blogging today from our trip to Israel. It's a Sunday, but that is a work day here and we are located at the Cisco offices just outside of Tel Aviv. Joining this trip is a very international team, Isabel Kelly the EMEA Director of the Salesforce Foundation from London, Sara Broph y, Salesforce Foundation Program Manager, based in Dublin, Monty Hoeft, Director of Partner Success from London, Elay Cohen, VP of Product Development, from San Francisco, Max Swedlow, Account Executive for Emerging Markets, and lastly myself Chris Atwood, Regional Account Executive for Nonprofits and Education based in London. The event today and tomorrow are being graciously hosted by Cisco and also in partnership with the Pratt Foundation

  After all of that we have about 20 people here this morning that are current Salesforce.com and are receiving training based on feedback we received from survey data. It will be interesting as the day proceeds to ensure that we are meeting their needs and ensuring they get what they need from the training we are providing.

  Chris Atwood

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