RACE and ROSTE Client Relations Methods

Kevin M Brett

J454

April 10, 2013

RACE Method

• Research

• Action Planning

• Communication

• Evaluation

Research: More Than a Hunch

• Primary – New and Original Descriptions and Measurements• Secondary – Review of Existing Literature and Data Bases

• Mixed Method: Qual & Quan

• Qualitative – Soft; To Describe– Focus Groups– In-Depth Interviews (Coded)– Ethnographic Research

• Quantitative – Hard; To Measure– Telephone Surveys– Internet Surveys– Intercept Surveys– Piggyback Surveys

Action Planning

• What are your client goals/objectives?• What needs to be accomplished?• What is the time frame?• What is the budget?• What is doable?• How will It be done?• Client Presentations: May 20-22; Class

Presentation: May 29

Communication

• What is/are the messages?• Who is/are the audience(s)?• What is the best means?• Conventional? Digital? Both?

ROSTE: Method of Client Relations

• Research

• Objectives

• Strategies

• Tactics

• Evaluation

Objectives: How to Achieve the Goal

• Correspond to organizational goals.• Must be measurable and have defined time frames• Must be informed by research. • Example: “To grow the online community by 20 percent

in the next three months.”

Strategies: Plan of Attack

• How much: Resources? Time? Talent?• What will you do?• What will you NOT do?• What is the intended end result?

Tactics: Carrying Out the Plan

• What are your tools? (conventional, digital)• Interviews, digital cameras, Final Cut Pro• Video Targeting Active/Retired Military• Freshman orientation deliverables• Volunteer/Recipient “Story bank” with

interesting art

Evaluation: Measuring Success?

• Did We Change the Landscape?• How do we know? (e.g., follow-up

qualitative, quantitative, primary, secondary)

• More students using Eugene Airport?• Greater utilization of SheerID tool?• More Hispanics served by FFLC?