So sorry. OK. We are an ethnic radio station in Boston. We sell time by the half hour to producers who produce their shows on air. To answer your questions:
1-3. We have 2 types of Customers: Current Producers, and Advertisers. When I have a form called All Customer Contacts, I mean Producers (past and current) and Advertisers (you haven't seen the advertiser stuff because I had to delete it to make the file small enough to post).
4-6. Producers produce radio shows and Advertisers run their ads during the shows. Producers pay us hourly for air time, and advertisers pay us per ad.
7-8. An incident is basically just a problem or a complaint that a producer (or advertiser) comes to us with. There are always incidents and/or complaints with/from our producers. If you look at my incident form, I have a look-up field called Complaint Type that lists the general types of issues we have. It could be a billing issue they are complaining about, it could be a technical difficulty while they were on the air, it could be a personal problem or complaint they have with another producer or advertiser, they could have a problem getting into the building at a certain time, an equipment issue in the studio, etc.
The purpose of this database is to do the following things:
1. Keep all Producer information in one place: contact info, what times/days their show is on, the name, what format it is, what language, what nationality
2. Keep track of not just what their incidents and/or complaints are, but how we handled them.
3. Assign accountability to OUR employees (the actual users of the db) in order to give the best possible customer service to our producers and advertisers. Sometimes someone will complain and an employee tells them it will be taken care of, and no one follows up, for example. This db should be a place where every step is tracked so we can see who has done what and when, and more importantly, what needs to still be done. This is why I would need to be able to have more than one incident per producer.
I hope this makes things more clear (and you should be sainted for helping a crazy, unknown novice like myself)...
1-3. We have 2 types of Customers: Current Producers, and Advertisers. When I have a form called All Customer Contacts, I mean Producers (past and current) and Advertisers (you haven't seen the advertiser stuff because I had to delete it to make the file small enough to post).
4-6. Producers produce radio shows and Advertisers run their ads during the shows. Producers pay us hourly for air time, and advertisers pay us per ad.
7-8. An incident is basically just a problem or a complaint that a producer (or advertiser) comes to us with. There are always incidents and/or complaints with/from our producers. If you look at my incident form, I have a look-up field called Complaint Type that lists the general types of issues we have. It could be a billing issue they are complaining about, it could be a technical difficulty while they were on the air, it could be a personal problem or complaint they have with another producer or advertiser, they could have a problem getting into the building at a certain time, an equipment issue in the studio, etc.
The purpose of this database is to do the following things:
1. Keep all Producer information in one place: contact info, what times/days their show is on, the name, what format it is, what language, what nationality
2. Keep track of not just what their incidents and/or complaints are, but how we handled them.
3. Assign accountability to OUR employees (the actual users of the db) in order to give the best possible customer service to our producers and advertisers. Sometimes someone will complain and an employee tells them it will be taken care of, and no one follows up, for example. This db should be a place where every step is tracked so we can see who has done what and when, and more importantly, what needs to still be done. This is why I would need to be able to have more than one incident per producer.
I hope this makes things more clear (and you should be sainted for helping a crazy, unknown novice like myself)...
