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Neighbourhood Alert Administrator Manual

Updated: V3.01.0

Jan 2014

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Contents: Logging on to the system 3 Changing your password 3 Logging on to the system 4 Logging on to the system 5 Logging on to the system 6 Logging on to the system 7 User Management 8 Your details 8 New/in-progress applications 8 Members with communication issues 10 Your members 10 Finding and adding members 11 Search for member 11 Sending an alert 18 The quickest and easiest way to send an Alert message 18 Sending an alert 19 Compose your message 22 Message history 26 Message history 27 Message responses 27 How the message will be displayed to the end user via email 29 Accessing File Manager 30 Responding to intelligence/information reported 31 Responding to intelligence/information reported 32 Responding to intelligence/information reported 33 Please note; the system is currently being developed to improve user experience and customer service, and therefore some aspects of the system may change from time to time.

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Logging on to the system Enter your username and password, and click log into system. Your username is your forename and surname all in lower case and with no spaces between them. For example: lindsaydonnelly To begin with you will be sent a temporary password. Please ensure you log onto the system to change this to something unique to yourself as soon as possible.

Changing your password Once you have logged in go to the User Management section on the left hand side of the screen, and click the grey arrow to show the tools within this section.

Once the tools have appeared, click ‘your details’. When the page has opened; in the ‘user password’ box, replace the password with your new chosen password, and then click ‘update admin user’. Your password will then have changed. Please make sure you change your password regularly.

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Logging on to the system Each time you log into the system you will see the screen below – the admin home screen. This screen displays various snap shots of statistical information about the area that you cover. To the left hand side of the screen is the navigation bar containing the tools of the admin area. Each tool is explained throughout the appropriate section of this guide.

Quickest way to send a message

to your area(s)

Navigation

Click here to go back to this admin home page wherever you

are on the system.

Very important Data Protection statement. Please read this.

Latest alerts sent out View yours, your Force or All

‘Quick Sections’ are designed to show you snap shots of information at a glance.

The ‘footer buttons’ at the bottom of the Admin Home page provide quick access to the main sections of the admin system. These buttons hover at the bottom of the page and can be hidden if required. These buttons will appear on other sections soon and eventually on every page of the admin area. For further details please see page 7.

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Logging on to the system The footer buttons are shortcuts to different sections of the admin area. Across the next couple of pages are a summary of where each button takes you to. The footer button is always at the bottom of each page and hovers over the top of the window. The toolbar can be hidden by clicking the grey arrow on the left hand side of the toolbar.

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Logging on to the system

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Logging on to the system

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User Management The system allows you to view and manage the users in your area. The functions are explained below. Your details To view your details click User Management on the left hand side of the screen and click the

button on the left hand side. This displays your user account details, and is where you can keep your details up to date and change your password when required. New/in-progress applications Once a user is registered they will fall into the New/in-progress applications section. This section displays the un-activated members currently registered for Neighbourhood Alert. As an Administrator you are required to ensure that their account is activated. To view the new/in

progress applications click ‘User Management’ and then click the button. The process contains three steps: 1) Recently registered users 2) Suspended Users 3) Pending deletion Step 1 – Recently registered users All new accounts, whether created online or manually, are held under the ‘Pending Applicants’ tab for 14 days waiting for activation. This activation can only take place once the user has verified their email. (NOTE: If the account does not have an email address, manual activation can be done immediately).

If the user does not reply to the original activation email, re-issue the activation email. (A counter will be displayed to show how many times this has been sent).

As soon as the verification has been done, the user will start to receive emails messages and or other communication.

Ideally, all verified accounts and non-email accounts should be manually activated within the 14 day

(If you have manually added a user, once they verify their email (if they have one), they will automatically be activated. Users that have self registered (joined online) will need you to check their details and manually activate them within 14 days.

Manually activating an account: To manually activate an account click the button to view their account details, then when the users details have loaded, scroll down and click the ‘manually activate’ button. Once you have clicked the ‘manually activate’ button the page will refresh and display the user details again. You will then see near to the bottom of the page that it now says

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activation date: 29/03/2012 and activated by and your name. You then need to make sure that you click the ‘save changes’ button at the bottom of the page to store the information.

Step 2 – Suspended Applicants

If after 14 days the account has either not been verified or manually activated they will automatically be placed in the ‘Suspended Applicants’ tab awaiting action. (Please note: All communications will now cease as the account is suspended)

Action 1 – If the account has been verified by the user, manually activate the account. Action 2 – If the account does not have an email address, do not wait to activate the account as any text or phone messages will stop. Manually activate the account. Action 3 – Resend the activation email if it has not been sent more than once. Action 4 – If possible, ring the end user to identify why they have not verified their email address. Re –send the activation email if necessary.

Action 5 – If there is no response, click the deletion process button to automatically send the account to step 3.

(NOTE: This tab does not have a time limit, however it is not designed as a holding account, the quicker these accounts are cleared the better).

Step 3 – Pending Deletion

Only accounts which have had the deletion process button clicked will appear in this tab.

Once the button is pressed, an automatic email is sent to the user, politely asking them to verify their account and to advise if they do not do so within 14 days, their account will be automatically deleted.

(Please note: Administrators are not required to delete the account, this will be done automatically by the system)

If you are unsure, please make contact with the System Administrator for further guidance.

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Members with communication issues To view the list of members with communication issues click User Management on the left hand

side of the screen and click the button. This section displays any of your members with communication issues. If a member is sent a message by text message, email or voice message that could not be delivered after two consecutive attempts their account is suspended and they will be listed in this section. The system automatically sends them a notification by an alternative method where possible and asks the members to reply with their up to date contact information. Keep an eye on this section. Your members To view the members signed up in your area click User Management on the left hand side of the

screen and click the button or click the ‘your members’ button on the footer toolbar. The following screen will be displayed. In the ‘Your Members’ section you can view the members signed up per beat and you can now create your recipient list for your alert in this section. By using the Community groups and Demographic groups within this section you can filter down the potential number of recipients your alert will go to and ensure that it will reach the suited audience. For example based on the demographic information that has been inputted by members for your area, you can create your recipient list to send to only users aged between 25 and 34 and are female.

You can now view the members in your area in a number of different ways. For example, look at Neighbourhood Watch members only, or view all the users in your area by clicking ‘all users by area’.

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Finding and adding members Search for member

To search for a member click the button type in their name and click the ‘search’ button. To clear your search results click the ‘clear results’ button. To add a new member

To add a new member click the button, and fill out their details. You will also be asked to enter demographic information, if this section of the form has not been completed mark each answer as ‘prefer not to say’. Once their details have been added to the system the user will appear within the ‘New/in-progress applications’ section to be activated accordingly. For further details see dealing with new in-progress applications.

Not required, not requested on registration form

A username and password must be created for the

user. This is not requested as part of the registration form. Ensure you create a

sensible username and password that is not easy to

guess.

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Viewing Users

Click to view Neighbourhood Watch users in your area.

Using the buttons shown on the key above you can view the users, hide the users, send a message to the users and view the membership on a map. To communicate with these users you can click the ‘send message’ button and add these to your recipient list.

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Viewing Users Click to view the members in your area by community groups.

Using the buttons shown on the key above you can view the users, hide the users, send a message to the users and view the membership on a map. To communicate with these users you can click the ‘send message’ button and add these to your recipient list.

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Viewing Users Click to view the new members on a map that have signed up in your area.

Using this tool you can view the new members that have signed up over the last day, last week and previous months. You can add these members to your recipient list and communicate with them should you wish. To do this click ‘add to recipient list’. To go back to your members click ‘back to your members’.

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Viewing Users Click to view the members in your area by beat.

To view the members in your area click the button next to each beat. This will display the number of users for the beat. Using the buttons shown on the key above you can view the users, hide the users, send a message to the users and view the membership on a map. To send a message to a particular beat or multiple beats you can click the ‘send message’ button and add these beats to your recipient list.

Click to view the business members in your area. Only authorised administrators can view by business. Although all can send to businesses in their areas.

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Viewing Users Click to view the members in your area by demographic groups.

Using the buttons shown on the key above you can view the users, hide the users, send a message to the users and view the membership on a map. To communicate with these users you can click the ‘send message’ button and add these to your recipient list.

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The Recipient List Using the Recipient List you can build a list of recipients that you wish to send an alert message to. For example, this might be specific beats within your area, or this might be certain community groups in your area. To add a particular group or beat in the ‘your members’ section

you will need to click the button and this will ask you whether you want to include or exclude this group from the recipient list.

To add the beat or group that you have selected to the recipient list click ‘add to recipient list’. To exclude the beat or group that you have selected from the recipient list click ‘exclude from recipient list’. For example you may wish to chose a beat and then exclude certain demographic groups that the alert is not targeted at, such as male users between the age 25 to 35. Once you have added the groups to the recipient list they will appear within the recipient list box. For example, see the picture below. To remove a particular group or area that you have already

put into the list without removing all of the groups, click the button.

You can clear the recipient list by clicking ‘clear list’. To save the list for later use click ‘save list’. This enables you to create lists and reuse them in the future to send an alert out quickly, without having to build up your recipients. You can load a list that you have already saved by clicking ‘load list’.

If you are happy with the areas and groups you have chosen to send your alert to click the ‘proceed to the next step >’ button to move forward to the message sending process. See the sending an alert section for further details once you have reached this stage.

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Sending an alert There are various ways to send an alert which are outlined over the next few pages. Other ways are also explained within the User Management section and the Admin homepage section of this guide. The quickest and easiest way to send an Alert message

On the Admin homepage click the button. You will then see the following screen advising that the database is being downloaded.

Once the database has loaded, the following options will be displayed.

The system will inform you how many potential recipients your alert message will reach. As you have clicked send to all this is the maximum amount of members you can send to in your area. If you want to send your message to all the users that you have access to (the system automatically selects all the beats that you have access to) click the ‘send to all matching >>’ button. This will then take you to the next step ‘compose your message’ see pages 23-24 for further details on composing your alert. If you would like to filter the number of recipients by selecting specific beats only, click the ‘predefined area’ button. You can then tick the beats within the area you have access to that you want to send your message to. For further detail on this option please see page 22. If you would like to filter the number of recipients down by drawing a radius around a specific area click the ‘define an area button’. For further detail on this option please see page 21. For additional ways to send an alert message please see the instructions on the following pages.

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Sending an alert You can also access the above options by clicking Communications on the left hand side of the

screen and then clicking the button. The following message will be displayed; ‘Downloading secure database please wait…’ (Please be patient and wait for the next page to load, further clicking can cause the system to crash) You will be given three options; Your Members, Create an area or Predefined area. Your Members – This option allows you to choose your recipients from the ‘your members’ section. Create an area – This option allows you to send your alert out to a specific area. You create the area that you wish the alert to go to. Predefined area - This option allows you to send the alert out to an area that has already been set up on the system. For example, by beat or by an area created by another user. This could be a particular area such as an industrial estate or a particular street. Once you have chosen how you would like to send your alert by either; select from list, create an area or a predefined area there are different paths you will need to follow. These paths are explained below. 1. Your Members The following page will be displayed.

Using this option you can chose the areas or groups you wish to send your message to and use the recipient list to build you list of recipients. For further details please see pages 11-17 which explains the Your Members section and tools.

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2. Create an area The following page will be displayed.

Using this option you can filter the number of recipients to those within a geographical area. To choose the area you wish to send the alert to you can either:

Move the red marker to the centre point of the area you would like to define. OR type in the location you wish to target and click the ‘jump to address’ button.

Once you have marked the centre point of the area you would like to define, click on the map again and the distance from the red marker will be used to define the size of the circle. (The further away from the red flag you click the larger the area will be). Please note; the circle will take a few seconds to appear, do not click again, please be patient. Use the + and – buttons to zoom in and out on the map. To change the size of the selection, click inside the circle to remove the selection and outside of the circle to enlarge the selection. If the area you have chosen has members the ‘continue’ button will appear at the bottom of the map. However, if the area does not have any recipients the ‘continue’ button will not appear. If you wish to start the messaging sending process again from the beginning choose the ‘start again’ button which will take you back to the beginning. Click the ‘continue’ button to proceed to the compose your message stage. (Please refer to the compose your message section of this handout for further guidance).

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3. Predefined area The following page will be displayed. (Please note you will only be able to see the beat(s) that you have been granted access to).

Using this option you can chose the beat or beat(s) that you wish to send your message to. Tick the beat(s) you wish to send your message to. Once you have selected the beat(s) you wish to send to the ‘continue’ button will appear. Click ‘continue’ to proceed to the compose your message process. (Please refer to the compose your message section of this handout for further guidance).

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Compose your message Once you have chosen the beat(s) or groups you wish to send your message to, the following page will be displayed. (Please note email is the default setting).

* To add attachments to an alert please refer to the ‘Accessing File Manager’ section of this handout for further guidance. Please note you need to add the file to the File Manager before beginning the message sending process.

Select message priority

Calculate no. of recipients

Select information provider & message type

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Preview message & move to the next stage

Compose your message

Add an attachment to the alert *

Delivery attempt length (Applies to text and voice only)

Optimising message cost (Applies to text and voice

only)

Display in latest alerts Un-tick this option if you do not want the message sharing on

Facebook and Twitter and on the alert website

Use this option to schedule your messages to be sent at a later

date

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Sending the message Once you have composed your message click the ‘preview message’ button and the following message will be displayed.

(Please remain patient whilst the next page loads. If you click or navigate away from the page this could cause the system to freeze and you will need to start again from the beginning). The system will then provide you with a preview of your message and the costs associated with sending the message.

If you are happy with your message click the ‘send message’ button to send your message. You will then be prompted to confirm you wish to send your message. If you wish to alter your message click ‘alter message. If you wish to alter your recipients click ‘alter recipients’. Click ‘OK’ to continue, or ‘Cancel’ to edit your recipients or message content.

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Sending the message Once you have confirmed that you want to send your message, the following screen will then be displayed.

This screen displays the message sending progress. Once your message has sent you can click the ‘click here for delivery information’ to view whether recipients have successfully received your message. This will display information similar to that shown below.

To print this information click ‘print page’, and to close the window click ‘close window’.

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Compose your message (email) If you choose to send your alert via email the following options will also appear on the compose your message page. The rest of the message sending process is the same as the above.

Compose your message (text) If you choose to send your alert via text the following options will also appear on the compose your message page. The rest of the message sending process then remains the same as above.

Compose your message (voice) If you choose to send your alert via voice the following options will also appear on the compose your message page. The rest of the message sending process remains the same as above.

Enter the email alert subject Use the editing tools to edit your message if required

Enter the email alert text

Enter the alert text

Character limit information

To record your voice message you must complete the following steps: 1. Call 0844 544 2001 2. Follow the prompts to record your

message 3. Once you are happy with your

message you will receive a recording ID number.

4. Enter the ID number in the recording ID box

5. Click the get call button to retrieve the recorded call and allow it to be previewed.

Select to exclude mobile numbers

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Message history To view all messages that have been sent out on the system click Communications on the left

hand side of the screen and then click the button. Using this tool you can view the message content and delivery confirmations. Message responses If you receive a response to an alert message that you have sent out, you will receive a message from Neighbourhood Alert with a copy of the response. An example is shown below. Example reply received email notification:

From: alert@neighbourhoodalert.co.uk Sent: 10 April 2011 11:27 To: Tester Subject: Reply received from alert 2016 at 11:27

Hi Tester (Police, Administrator, Nottinghamshire) You have received a reply to an alert you sent out the reply details are shown below. Reply from: Mr Example E-mail address: example@hotmail.co.uk Reply Text: “Very good”

Regards Neighbourhood Alert Team

To view your message responses log into the admin area of the system and any responses that have been received will be shown in the replies box on the admin homepage. The replies can be seen below.

If you have any message replies it will be shown in this box. To view your reply click ‘view all’.

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Message responses You will then be taken to the screen below.

Click the title of the alert message to view the reply. You will then be taken to the following screen.

To respond to the reply click ‘send a reply’. To add a note that will not be sent to the recipient click ‘add a note’. To mark the incident as closed and not requiring any further information click ‘mark as closed’.

To view responses to all alert messages To review responses to alert messages sent out by all Administrators on the system click ‘view all message responses’. If the message is showing responses have been received click ‘view/add responses’ to view the responses sent to each message.

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How the message will be displayed to the end user via email The email message will be received by the user with the correct branding for the community site that they signed up to. Examples are displayed below.

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Accessing File Manager To access the File Manager click Site Management on the left hand side of the screen and click

the button. The following page will be displayed.

To add a file click ‘Add file’ and select the location you wish to add the file from. E.g. a shared drive. You can choose to add to an existing folder or chose add folder to create a new folder within the File Manager to store the file. Once the file has been added it will appear in the list of available files. You will then be able to add your file to your alert using the ‘add an attachment to your message’ facility. Adding attachments to alerts To add an attachment to your alert click the ‘click here to attach a file to this message’ button. The File Manager (shown above) will be displayed. Choose your file and click the ‘attach files’ button. Your file will then appear as an icon with the file description on you alert. Close the File Manager window and continue to compose your alert. Please note; you need to add your file to the File Manager before beginning the message sending process.

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Responding to intelligence/information reported If information is reported in your area you will receive an email notification of the information being reported. The format is show below. Example of information report notification From: alert@neighbourhoodalert.co.uk [mailto:alert@neighbourhoodalert.co.uk] Sent: 17 April 2011 09:40 To: Donnelly, Lindsay Subject: Information reported

To view the full information report use the ‘click here’ link on the email which will take you to the admin area. You then need to log in using your username and password, and click ‘information reports’.

To access current information reports go to the button on the left hand side of the screen. The following page will be displayed. (The areas available will be appropriate to those you cover).

The system will display the number of information reports awaiting a response.

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Responding to intelligence/information reported To view the information reports click the ‘show hide information reports’ button. Please note if there are no information reports awaiting a response, you can still click the button to view those reports that have already been submitted and responded to. Once you have opened your area up using the ‘show hide information reports’ button to view the report click the ‘respond/add notes button’. An example of how an information report is displayed is shown below.

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Responding to intelligence/information reported To respond to the information report you are required to fill out the following details, selecting the most appropriate response. Once you have selected and completed the most appropriate response click the ‘submit response’ button. Your response will then be saved and displayed on the report.

To reserve the incident so that you are the only admin user that can view the incident click the ‘reserve incident’ button. You can click the ‘remove incident’ button to remove the information from the system, however, we would ask that you leave the information on the system for audit trail purposes.

To view all the information reports archived on the system go to the button.

To view reserved information reports go to the button.