Last update: 8/27/2024
| Raymond James Bank Team |
| Client Delivery Manager: Jikki Campugan |
| Subject Matter Expert: Peter Iligan Specialists: Karl Cajes, Kenneth Cosep |
| TRANSCRIPTION GUIDELINES | ||
| DANA Fields | Interpretation | Relevance |
| Type | Normal – New | Required |
| Normal – New (Handwritten) | ||
| Reminder: All activities are logged as “Appointment” in the CRM | ||
| NOTE: For follow-up activities – Mirror the fields from main note if none were provided (Exceptions: Date and Status) | ||
| Task Description | *If the recording has only one note, [Contact] or [Contact] – [Non-RJ Firm] Example: John Doe (for RJ Contacts) *If the recording has two notes from the same firm, [Contact1] and [Contact2] or [Contact1] and [Contact2] – [Non-RJ Firm or RIA] *If the recording has three or more from the same firm, [Contact1] and Others or [Contact1] – [Non-RJ Firm or RIA] For Branch Visits *Two contacts branch visit, [Contact1] and [Contact2] *For [Recruit or Client/RJ Contact or Note Owner] *Branch Meeting/All Contacts/All Financial Advisors, [Branch Code] |
Required [For Hey DAN app users (for now)] |
| Task Comments | Utilize only for immediate clarification with the Consultant (User) Example: Hi [Consultant/User], Kindly provide the product for [contact name]’s note. Thank you! *For RJ Bank Team only* |
As necessary |
| Special Instructions | Instructions given by Consultant to Hey DAN | As necessary |
| Internal Comments | As necessary | |
| **Blank Audio/Recording or Pocket Dial: [Blank recording 0:__:__._] [Pocket dial 0:__:__._] | ||
| **Notes for other FTEs, proofer or enterer | ||
| Date and Time | Required | |
| DATE | ||
| As specified/dictated | ||
| If not specified, use recording/email date. | ||
| TIME | ||
| As specified/dictated | ||
| If not specified, skip/leave blank | ||
| NOTE:
*During CRM entry (New Appointment page), when putting in the time (typing in/copying & pasting), DO NOT HIT ENTER as it will not save and revert back to a different time. **INSTEAD, HOVER OVER THE WHITE BACKGROUND OF THE PAGE, THEN LEFT CLICK. |
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| If only the START TIME is provided: | ||
| Input START Time and skip/leave END Time blank (no duration specified/dictated) | ||
| Input START Time and END Time (base from the duration of the activity mentioned) | ||
| Time Assumptions: | ||
| Breakfast: 8:00 AM | ||
| Lunch: 12:00 PM | ||
| Happy Hour: 5:00 PM | ||
| Dinner: 6:00 PM | ||
| Morning: 8:00 AM | ||
| Afternoon: 1:00 PM | ||
| Evening: 7:00 PM | ||
| Interval | If the User specified meeting increments for consecutive meetings within the recording. | Not currently utilized |
| Example: 15, 30, 60 (minutes) | ||
| Contacts | Required | |
| FIRST NAME/LAST NAME | ||
| As specified/dictated | ||
| If spelled incorrectly, write the correct spelling (Write in the special instructions field the name dictated by the wholesaler – can also add the correct or used name) | ||
| If not specified or no contact name provided, put “[None Provided]” (Check context) | ||
| If audio is distorted or audio gap and the contact name was not captured, “[Unintelligible]”, “[Unintelligible 0:xx:xx]” or “[Audio gap]” | ||
| For group notes, if Consultant dictated two or more contacts in attendance, only the first contact mentioned should be captured under the “Regarding” in CRM. The rest should be logged under ‘Attendees’. |
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| During a Branch Visit, if Consultant dictated two or more contacts in attendance, the “Regarding” will be the Branch/Branch code. The contacts should be logged under ‘Attendees’. |
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| ALL CONTACTS : If Consultant did not dictate specific contacts but instructed to (Example: log all contacts under the branch/all under the branch attended). *Put “[All Contacts]” in First Name. For group notes, include all contacts from the branch under ‘Attendees’ during entry in the CRM. |
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| “ALL FAs/FINANCIAL ADVISORS”: If Consultant did not dictate specific contacts but instructed to include all FAs (Example: – “Met with all the financial advisors”; “Spoke to all of the FAs in the branch”: *List down all financial advisors in the given branch/branch code in Contacts field (Use the CRM and RJ website as reference) NOTE: See Position Description and Class Description in the contact profile to see if they’re financial advisors |
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| “With all members of John Smith’s team” – but the members are not specified Research John Smith’s team in Google/RJ websites. Verify if they have contact profiles in the CRM. *List down and enter under the members’ names/contacts as necessary |
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| CRD (text field) | ||
| Not required but important (Utilize FINRA and/or CRM) | ||
| SPELLED (tick box)*** | ||
| Not currently utilized | ||
| 1 on 1 (tick box) | ||
| As necessary | ||
| ORGANIZATION | ||
| Skip/leave blank if not specified or check meeting note context for clues | ||
| *If branch code is provided together with the firm put “Firm / Branch code” | **If only the branch code is provided, just put the branch code | ||
| Example: | ||
| RJA / 3EV | ||
| 3EV | ||
| LOCATION | ||
| Skip/leave blank if not specified or check meeting note context for clues | ||
| Same firm / location (tick box) | ||
| Not currently utilized | ||
| Same Follow-up (tick box) | ||
| Not currently utilized | ||
| Group Tick Box |
As necessary | |
| Method | Required | |
| Selection: | ||
| Face to Face | ||
| Phone (Default) | ||
| Zoom | ||
| Status | Required | |
| Completed – For completed activities/appointments (default) | ||
| Open – For follow-up activities/appointments; future-dated appointments | ||
| Notes (Appointment Description) | ***BEFORE TRANSCRIBING THE NOTE TEXT, ALWAYS CHECK THE CONSULTANTS’ PREFERENCES***
Writing Styles |
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| (Activity comments here; transcribe smart clean verbatim) | ||
| Leave blank if none provided | ||
| Add follow-up instructions in the note text | ||
| ***FOR FOLLOW-UP ACTIVITIES/APPOINTMENT*** | ||
| Paraphrase follow-up note to a direct instruction | ||
| Example: | ||
| User instruction: “Please set follow-up for 12/14 at 11am to call John again.” | ||
| Follow-up note: “Follow up to call John again” / “Call John again.” | ||
| Audience | Required | |
| Can select multiple | ||
| Tag as mentioned | ||
| Example: | ||
| “did a book review” – tag Book Review | ||
| “Met with a client of John Doe, financial advisor from Alex. Brown Rochester, NY. Had a client conversation regarding…” – tag Client only | ||
| “Spoke with Branch Manager and Financial Advisor Josh Andrews”– tag both Branch Management and FA | ||
| Selection: | ||
| Book Review | ||
| Branch Management | ||
| Branch/Group | ||
| Client | ||
| Complex Manager | ||
| Conference | ||
| FA (Default) | ||
| HOV/Recruit | ||
| Partner Meeting | ||
| Transaction Manager | ||
| *Note: Tag all management-related tasks (like regional director, regional managers, managing director, et cetera) as Branch Management apart from transaction managers, and complex managers/complex directors |
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| Products | *Send clarif if none provided or check meeting note context for clues | Required |
| Can select multiple | ||
| Tag as mentioned | ||
| Selection: | ||
| Cash Campaign, FRS/Swap | ||
| Mortgage, SBL | ||
| Tailored | ||
| *For all cash related calls, face to face or zoom meetings, etc. going forward (regardless of if user indicates ESP, MMF initiative, CD, Capital Access, Credit Card, Cash) please select “cash campaign” as products discussed. If a user indicates “cash” it should be interpreted as cash campaign | ||
| *See ‘Products’ sheet for additional information | ||
| Location (Meeting Place) | Place where the Consultant and the Contact met (Example: Starbucks, StoneRidge Golf Club) *Not necessarily the branch location (City, State) |
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| Branch Visit | Can be both virtual meeting and in-person as long as the user specified the note as branch visit and/or branch meetings, branch presentations, etc.
Sample keywords: *Send clarif if vague/confusing |
As necessary |
| Count Cross-check | # of notes generated from the page | Required |
| Transcribing/ | Choose/Tick note for proofing/ready. | Required |
| Proofing complete |