Last update: 8/25/2025
| SCOPE OF PROCESS | ||
| For Vanguard, being an email return-only account, this includes transcription, proofing of recordings (Please Do and IVR files) and tasks (emails, texts, and images) received, and then sending out all transcribed notes to the Siebel team via email. The Siebel team (FAS) is a CRM team of Vanguard, which is not part of Hey DAN. Nevertheless, we co-exist with the Siebel team as a two-way process for Vanguard. They review and enter the transcribed notes from email returns report sent by Hey DAN. | ||
| TRANSCRIPTION GUIDELINES | ||
| Transcribing notes is, for the most part, what we do. For this task, we create meeting notes by typing the dictations of the salesperson. Using the template and fields, we capture and segregate the information that the salesperson wants included. | ||
| TEMPLATE | ||
| Template | EXAMPLE of how to use the template with some of the information below: | Please use the TEMPLATE completely. Follow the guidelines for each label. NEVER OMIT any of the labels. |
| Advisor: Jonathan (Jon) Doe | <<==KINDLY CORRECT IF APPLICABLE (FULL NAMES researched/verified in FINRA and Google.) If unable to verify, type as dictated, use brackets if necessary. If none, put [NONE PROVIDED]. |
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| Advisor CRD #: 1234567 | <<==KINDLY CORRECT IF APPLICABLE (researched/verified in FINRA and Google). Leave blank if contact is not currently registered in FINRA. | |
| Firm: Doe Financial | <<==As dictated. KINDLY CORRECT IF APPLICABLE (researched/verified in FINRA and Google). Use brackets if not able to verify. If none, leave blank. | |
| Firm CRD #: 1438 | <<==KINDLY CORRECT IF APPLICABLE (researched/verified in FINRA and Google). Leave blank if firm is not currently registered in FINRA. | |
| Location: Rochester, NY | <<==As dictated. KINDLY CORRECT IF APPLICABLE (researched/verified in FINRA and Google). Use brackets if not able to verify. If none, leave blank. | |
| Meeting Date: March 7, 2023 | <<==As dictated. COMPLETE DATE. If none, put [NONE PROVIDED]. | |
| Activity Type: Appointment | <<==Please refer to the Second Tab (Activity Type & Activity Subtype). Put [NONE PROVIDED] if not mentioned. | |
| Activity Subtype: Advisor Meeting – Follow Up | ||
| Contact Information: His title is Vice President and their office is at 130 Linden Oaks in Rochester, NY. | <<==Any info regarding FA if dictated (phone number, email address, designations, addresses). Any other important information (meals, time, etc.). Any special instructions for the Siebel Team from salesperson EXCEPT Reminders (see labels below for more info.). Any Hey DAN special instructions to the Siebel team (researched info, cut dictations, clarification details, etc.). If none, leave blank. | |
| AUM/Tier: $100 million AUM / Tier C | <<==Based on the note context. i.e., “He is a Tier C advisor and has $100 million in AUM.” If none, leave blank. If information is not clear, then no need to add it here. | |
| Attendees: Stephen Boswell | <<==All Vanguard personnel and people who are from co-existing firms that work alongside Vanguard. i.e., Stephen Boswell of The Oechsli Institute. | |
| Reminders: Please set a reminder for myself that I need to call John on July 30, 2025. | <<==Based on note context with trigger word: “Please create a reminder…”, “This is a reminder…” NOT NECESSARILY FOR FOLLOW-UPS UNLESS TRIGGER WORD IS MENTIONED (REMINDER). If none, leave blank. | |
| Meeting Notes: Meeting with David Smith in his office and we talked about Vanguard-American Funds hybrid models. |
<<==AP Writing Style (a.k.a. Associated Press Writing Style). Clean verbatim. Omit repeated words, change of thought, retractions, etc. Correct use of punctuation. Tagging (such as [Expletive] for cuss word,
or , etc.). Follow dictation for breaks, paragraphs, bullets, headers, etc. ALL MONETARY FIGURES START WITH $. Meeting notes will be one single paragraph unless breaks, paragraphs, bullets, headers, etc. are mentioned in the dictation EXCEPT for follow-ups. Separate follow-ups from main note with a break/paragraph. |
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| Opportunity Type: | <<==No need to put anything in these labels unless dictated by salesperson, but NEVER OMIT these labels. | |
| Reason for the Opportunity: | ||
| Proposed Vanguard Service: | ||
| Scorecard: | ||
| SSO: | ||
| Product: | ||
| Close Date: | ||
| Place in Funnel: | ||
| B1 – | ||
| B2 – | ||
| B3 – | ||
| B4 – | ||
| B5 – | ||
| B6 – | ||
| B7 – | ||
| O1 – | ||
| O2 – | ||
| O3 – | ||
| O4 – | ||
| O5 – | ||
| O6 – | ||
| O7 – | ||
| FROM THE TOP | ||
| Note Type | • Email Return | Email Return-ONLY service |
| Task Description | Default (Activity): [ACTIVITY TYPE] with [FA NAME] of [FIRM NAME] in [FIRM LOCATION] | Based on the ACTIVITY TYPE options: Meeting – for any in-person meeting (in-person, happy hour, branch, seminar, etc.) Phone Call – for any phone call activity (telephone/mobile, inbound/outbound call, etc.) Web Meeting – for any virtual/web meeting (Zoom call, Teams meeting, virtual/web, etc.) **Profile Updates – without meeting notes (only information about the contact, such as address, email, etc.) **Opportunity Details – without meeting notes (only info about an opportunity, instructing to open/close it) **(Addendum) – notes were already recorded with the same details and requesting additional info to their meeting notes. Also, it can be applicable for Profile Updates/Opportunity Details as long as they’re requesting additional information. For Meeting: i.e., Meeting with John Smith of Smith Financial in New York, NY |
| • For 1on1, single note: [ACTIVITY TYPE] with [FA NAME] of [FIRM NAME] in [FIRM LOCATION] | Example: Meeting with John Doe of Doe Financial in Los Angeles, CA | |
| ◦ For two FAs, single note: [ACTIVITY TYPE] with [FA1] and [FA2] of [FIRM NAME] in [FIRM LOCATION] | Example: Meeting with John Doe and Jane Doe of Doe Financial in Los Angeles, CA | |
| • For more than two FAs, single note: [ACTIVITY TYPE] with [FA1] et al. of [FIRM NAME] in [FIRM LOCATION] | Example: Meeting with John Doe et al. of Doe Financial in Los Angeles, CA | |
| ◦ For group activities with activity types, single note but will not fit the 100 character limit: [ACTIVITY TYPE] with [FIRM NAME] in [FIRM LOCATION] |
Example: Meeting with Doe Financial in Los Angeles, CA Phone Call with Doe Financial… Web Meeting with Doe Financial… |
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| • For multiple notes with same firm and location: [ACTIVITY TYPE]s with [FIRM NAME] in [FIRM LOCATION] | Example: Meetings with Doe Financial in Los Angeles, CA | |
| ◦ For multiple notes with different firms, locations, 1on1, and groups, etc.: [ACTIVITY TYPE]s for [MEETING DATES] | Example: Meetings for March 1, 2023 Meetings for March 1 – 7, 2023 Meetings for March 1, 7, and 8, 2023 |
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| Default (Opportunity): Opportunity Details for [FA NAME] | Use this default if salesperson only mentioned to log an opportunity with no meeting notes | |
| Default (Profile Update): Profile Update for [FA NAME] | Use this default if salesperson only mentioned information of the advisor with no meeting notes | |
| Date | Default: As dictated. COMPLETE DATE. If none, put [NONE PROVIDED].
• If date is not provided, put temporarily the date of recording and it will be for clarification |
As dictated. In the Template using the Meeting Date label: Example: Meeting Date: March 1, 2023 If meeting date is not provided, please put [NONE PROVIDED] on the Meeting Date label in the template of the meeting notes. |
| Time | Default: As dictated. COMPLETE Time. If none, put [NONE PROVIDED].
• If time is provided, put time as dictated by salesperson and also put it on Contact Information label in the template of the meeting notes. |
As dictated. In the Template using the Contact Information label: Example: Contact Information: First of May at 10:00 A.M. NOTE: We write A.M. and P.M. in all caps with periods after the letters. No time assumptions. |
| Advisor Name | • FULL NAMES researched/verified in FINRA and Google, and applying the name scenarios as a format for the advisor name. | For Nicknames, enclosed in parentheses before the surname. i.e., Matthew (Matt) Doe Rarely, for Maiden names, enclosed in parentheses after the surname. |
| refer to the master file for picture samples | ||
| • KINDLY CORRECT IF APPLICABLE (FULL NAMES researched/verified in FINRA and Google.) If unable to verify, type as dictated, use brackets if necessary. If none, put [NONE PROVIDED]. • Put [Unintelligible] in the respective fields if either the [Last Name] or [First Name] is unintelligible from audio. • Put [Illegible] in the respective fields if either the [Last Name] or [First Name] is not clear enough to be read from image/text. |
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| refer to the master file for picture samples | ||
| Firm | • As dictated. KINDLY CORRECT IF APPLICABLE (researched/verified in FINRA and Google). Use brackets if not able to verify. If none, leave blank. | Should be FINRA-based and never fail to provide it unless it is incomplete. Usually, they provide the broker-dealer. Sometimes, RIA. Rarely, other business name. NOTE: When they provide other business name information, put it in the template under the Contacts |
| refer to the master file for picture samples | ||
| Location | • As dictated. KINDLY CORRECT IF APPLICABLE (researched/verified in FINRA and Google). Use brackets if not able to verify. If none, leave blank. | Full address should be included in the Contacts Information label and in the fields. |
| refer to the master file for picture samples | ||
| Group Check Box | Default: If Group meeting/multiple contacts, tick check box | If the salesperson provided multiple advisor names who attended the same meeting, tick the GROUP check box. NOTE: We only do SAVE & CLONE for group meetings all the time, of which we indicate it for each contact in the fields. This is because for reporting purposes as requested by the Siebel team. |
| refer to the master file for picture samples | ||
| Meeting Notes with Template | EXAMPLE of the template utilized in the meeting notes: | Make sure that from top to bottom of the template is copied to the meeting notes. So from Advisor label down to the O7 label. ***Please see the TEMPLATE above for your reference*** |
| refer to the master file for picture samples | ||
| For ACTIVTY TYPE and ACTIVITY SUBTYPE information:
As determined in the Second tab and should be provided all the time. Below are the DEFAULT examples that we usually use for these labels. For an in-person meeting: As dictated | “advisor meeting” | “in person” | “in-person meeting” | “in person / advisor meeting” | “advisor meeting / in-person meeting” vice versa” For a call: If only mentioned “Phone Call” or “Call” For a virtual meeting/call: If only mentioned “Teams / Zoom/ Virtual meeting” | “Web call” If not mentioned, put [NONE PROVIDED] and it will be for clarification. i.e. Activity Type: [NONE PROVIDED] | Activity Subtype: [NONE PROVIDED] |
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| EXAMPLE of how to plot multiple contacts (same firm & location) using the template: | MULTIPLE Advisor Names in One Meeting Note | |
| refer to the master file for picture samples | Please carefully observe the format of having multiple advisors in one meeting note.
NOTE: We only tick Group check box for multiple contacts and then Please be careful of the dashes not to make it look like a longer dash, so please make it a shorter dash. Please be careful of the line spacing, don’t make any extra spaces. |
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| EXAMPLE of how to plot multiple contacts (with different firms & locations) using the template: | ||
| refer to the master file for picture samples | ||
| Fields | Fields are located below after the Meeting Notes and should be filled out as necessary. | The main purpose of having these fields is for reporting purposes that was requested by the Siebel team. Basically, just copy everything from the template and segregate the info into the fields as necessary. |
| refer to the master file for picture samples | ||
| • # of Attendees | ||
| Number of Contacts + Additional Attendees = # of Attendees
NOTE: Don’t include the salesperson in the count. |
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| • Advisor | ||
| Same as the Advisor Name label in the Template. | ||
| • Advisor CRD Number | ||
| Same as the Advisor CRD # label in the Template. | ||
| • Advisor Firm / City / State | ||
| Please be careful of the spaces, make one space and then put slash after each information. i.e., Morgan Stanley / New York / NY |
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| • Firm CRD # | ||
| Same as the Firm CRD # label in the Template. | ||
| • Activity Type | ||
| Same in the Template, but only the Activity Type to be copied here. Don’t include the Activity Subtype. | ||
| • Activity Subytpe | ||
| Same in the Template, but only the Activity Subtype to be copied here. Don’t include the Activity Type. | ||
| • Contact and Additional Information | ||
| Same in the Template, but segregate the information by paragraph breaks from Contact Information label. Usually, we put special requests, tags, contact information (titles, address, emails, etc.) NOTE: Don’t include instructions with word that include “topics”. |
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| • Topics | ||
| Same in the Template, but segregate the information by paragraph breaks from Contacts Information label. ONLY put instructions/requests here if there’s a word “topic(s)” included. |
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| • Additional Attendees | ||
| Same in the Template. Additional Attendees are usually internals or any person affiliated with Vanguard, or other people from co-existing firms that works alongside with Vanguard. i.e., Julia Fuentes and Nick Macrina. |
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| • AUM/Tier | ||
| As dictated and same in the Template. i.e., “He is a Tier-C advisor and has $100 million in AUM.” | ||
| • Opportunity Information | ||
| Same in the Template, but segregate the information by paragraph breaks from Contacts Information label. Salesperson is requesting to open or close an opportunity so use this field. i.e., “Let’s please open an opportunity, Gerry Olsen, Morgan Stanley Boca Raton, FL. Phase: Plan and Prioritize, $9 million in Short-Term ETFs.” |
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| COMMENTS | ||
| Task Comments | • NOT to be used, but only respond when needed. | Respond only when salesperson communicates through task comments and then confirm receipt of message. |
| Special Instructions | • Use as necessary | Comments by Salesperson. |
| Internal Comments | • Use as necessary | Comments by Hey DAN. |
| COMPLETION | ||
| Saving Transcribed Notes | • For single notes, the Count Cross-check should be counted as 1. • Always make sure to tick the Transcribing Complete box before saving. • For notes that needs to be proofed, click the Proofing option. If otherwise, then click the Ready option. |
For One Note |
| refer to the master file for picture samples | ||
| • For group notes, the Count Cross-check should be counted as 1 for each contact that is assigned in the fields and entered multiple times depending on the total number of contacts, using SAVE & CLONE in order to duplicate the meeting note. ***For instance, if there are 10 contacts in a group note, the total number of notes will be 10 as well. • So tick Group check box and carefully assign to one contact in the fields and then SAVE & CLONE to duplicate the group note. After the first Save & Clone, you should select Yes to indicate the Duplicate for the succeeding notes. Then the same process until every contact was assigned in the fields. This is for reporting purposes that was requested by the Siebel team (CRM team). NOTE: For each contact, you have to sync other important info (CRD #, firm, location, etc.) as necessary. |
For Group Note | |
| refer to the master file for picture samples | ||
| • Tick Transcribing Complete first, then proceed to click SAVE when the recording only contains one meeting note, or SAVE & NEW if there’s further meeting note to create. | Options in saving notes | |
| refer to the master file for picture samples | ||
