Address and Occupant

In order to start a subscription for a customer, the customer’s address must first be entered in the database. Personal information about the customer (such as phone numbers and credit status) must also be entered—this is known as occupant information.

The address and occupant records contain information about subscribers and non-subscribers. In separating address and occupant records, Circulation clearly distinguishes between an occupant and an address—people move, addresses do not. It is possible to have two different subscriptions for two occupants at the same house; for example, Jane Smith may receive a weekly publication, while Bill Smith subscribes to a daily.

Or, an occupant’s newspaper delivery address could be different from the mailing address. For example, Bob Jones’ mailing address is “Post Office Box 25”, but his newspaper delivery address is “1000 State Street”. The following table illustrates address and occupant records:

A subscriber must have an occupant record, but an occupant need not be a subscriber. An occupant becomes a subscriber when he or she subscribes to a publication.

An address and an occupant must be linked before they can be used as a unit for performing most subscriber transactions such as starts, moves, stops, etc. You will know that an occupant and address have been “linked” when they are both displayed when you click Find. Transaction and subscription history will be recorded for the “linked” address and occupant.

Adding an Address

When your system is set up, addresses from your previous system will likely be loaded into Circulation. Additional addresses can be added manually or through List MatchPlus, another Newscycle software product.

To avoid adding duplicate addresses, try to find an address using the Find option before adding it. Business Rules determine whether you allow duplicate addresses to be added and if a warning should be displayed if an address already exists. Business Rules also determine:

• Whether or not addresses are parsed into house number, street name, etc., or are displayed as Address lines 1 through 6.

• Whether or not addresses are cleansed and standardized using address-correction software.

• Whether the street name should be validated.

• Whether a PO route should be automatically assigned.

• The default dwelling type and status.

To add an address:

• Click the Add Address button (). The fields on the Address tab open for entry.

  
• Enter address information in the fields described below.

  Field

  Type

  What should be entered

  Street Address

  HOUSE #

  open (10)

  Enter the house number for this address, such as “103” for the address “103 Main Street”.

  MODIFIER

  open (3)

  Some house numbers have modifiers, like the “½” in the address “103 ½ Main St”. If the address has a modifier, enter it here.

  PREFIX

  predefined

  This field appears before Street to accommodate entry of prefix street directions, such as “N” in “1234 N Main St”.

  STREET

  open (28)

  Enter the street name for this address; for example, enter “Main” for the “103 Main Street” address. If the address has a PO box, enter the PO box here.

  TYPE

  setup

  Enter the street type, such as St, Rd, or Ave.

  SUFFIX

  predefined

  This field appears after TYPE to accommodate entry of suffix street directions, such as “N” in “1234 Main St N”.

  UNIT, UNIT # *

  setup, open (8)

  Enter the type of unit and the unit number, respectively. Examples of unit types are Apt, Lot, Room, Suite, and Bsmt. Thus, when UNIT and UNIT # are combined, they might read “Apt 20” or “Suite 200”. You may enter a unit number without a unit type.

  LEVEL TYPE, LEVEL #

  setup, open (8)

  Enter the type of level and level number, respectively. Examples of level types are Floor, Level, etc. Thus, when LEVEL TYPE and LEVEL # are combined, they might read, for example, “Floor 2”. See Level Designator in the Setup Manual for more information about setting up level types.

  ZIP

  open (10)

  Entry of a Zip code may be mandatory, depending on how the system was set up. You may enter the Zip in a variety of formats, including 5, 9, or 10 characters. Enter hyphens if you wish. Enter a space between the two groups of alphanumeric characters in Canadian or UK postal codes, for example, “RC3 3H8”. When the Zip is entered, several default values may display in the remaining fields (including the city, state/province, county, country, town of 25, and dwelling status).

  DELIVERY POINT

  open (3)

  This is the small, unnamed field to the right of Zip. It is a USPS addition to the Zip that is only used in printing bar codes. If you have Quadient address cleansing software, the delivery point will be automatically defaulted. If you do not have Quadient, you will most likely have no reason for entering a delivery point.

  COUNTY

  open (25)

  Enter the county in which the address is located. This field is not required.

  CITY

  open (28)

  Enter the city for this address, if not defaulted. A warning will appear if this city has not been set up in advance.

  STATE, COUNTRY

  setup, setup

  Enter state and country codes if the default codes do not appear or you wish to override the defaults.

  Secondary Address Info

  DUAL ADDRESS

  open (30)

  If the address you are supplied with actually contains two valid addresses (such as “100 Main St PO Box 450”), designate one of them as a “dual” address and enter it here. If Quadient comes across two valid addresses, it will designate the first address element as the primary address and default the second one here.

  BUILDING, COMPLEX

  open (20), open (20)

  Use these two fields to enter, respectively, the name of the complex and the name/number of the building within the complex. An example of a complex would be “Oak Park Apartments”. An example of a building would be “Building 212”.

  Details

  DIGITAL ADDRESS

  yes/no

  Indicate if this is a digital sales address that is only accessible by online delivery. If this box is checked, the other boxes in the Details area are disabled.

  ROUTE ACCESSIBLE

  yes/no

  Indicate if this address is accessible by circulation carriers for delivery of publications and products.

  MAIL ACCESSIBLE

  yes/no

  Indicate if this address is accessible by postal carriers for delivery of publications and products.

  SPECIAL ADDRESS

  yes/no

  Indicate if this is a “special” address, such as a military or foreign address, that cannot be entered using the fields on this tab—a pop-up window appears for entry of the special address. This window also appears if you click the Special button in the Options panel. Note that if you do enter a special address, the regular street address fields should be left blank.

  CLEANSE ADDRESS

  yes/no

  Indicate if this address should be cleansed by Quadient or QAS. You may not want to cleanse foreign or special addresses. See step 5 below for more information on Quadient.

  CAN DROP CREDIT

  yes/no

  Indicate if drop credits can be applied to this address. Drop credits are a means of paying carriers on a per-address basis, no matter how many products are delivered.

  PO Route

  TYPE, NUMBER, WALK SEQ

  predefined, open (2), open (7)

  The post office route is broken down into three parts: the route type, the route number, and the walk sequence. Circulation will fill in the PO route type and number automatically if you have Quadient. Walk sequences can be entered with a utility or imported via List Matching. If there are no default values, enter the postal route information, if known.

  Location

  TOWN OF 25

  setup

  Towns of 25 are geographical areas used for AAM (Alliance for Audited Media) reporting. Circulation may fill in this field automatically from the router or the Zip code.

  DWELLING

  setup

  A dwelling type (such as “Apt”, “House”, or “Business”) indicates what kind of building is at this address. A default dwelling type may display (this can be overridden).

  STATUS

  setup

  The dwelling status indicates the current condition of the address, such as “occupied”, “vacant”, or “under construction”. A default dwelling status (which can be overridden) may be displayed.

  DATE

  date

  Enter the date this dwelling status is effective. Today’s date will appear as the default, but you can override it.

  CENSUS TRACT/BLOCK# **

  decimal (10) decimal (3)

  If you know them, enter the census tract and block numbers for this address. This optional information is used by Targeted Marketing and InsertPlus.

  G-NAF PID

  open (14)

  Geocoded National Address File Address Persistent Identifier for the occupant's address. Applicable to Australian addresses.

  HIN

  open (11)

  House Index number for the occupant's address. Applicable to Australian addresses.

* When an address includes a box number on a rural or contract route, you can enter the box number in the Unit fields; as an example, for Rural Route 2 Box 59A: enter “RR 2” in Street Name, “Box” in Unit Type and “59A” in Unit. Post office boxes, general delivery, county roads and/or state roads should be entered in Street; for example, for a Post Office Box 29 address, you would enter “PO Box 29” in Street and not in the Unit fields.

** The United States and Canada are divided into census tracts for census-taking purposes. Each tract is divided into blocks. Each block may contain one or more households. Each household is given both a tract and block ID.

• You can enter delivery directions for this address by clicking on the Directions button under Options. Addresses may require these special directions (such as “third house on the left”) if the address is not easily found. Delivery directions appear on bundle tops whenever the subscriber has customer service transactions, and may appear on the Route List. In addition, delivery directions are displayed during the Dispatching process.

• Click OK to accept the address.

• If Cleanse Address is selected, the address cleansing program will compare the address to postal directories and attempt to find a match. If using Quadient, a window will open, showing the address you originally entered and the official address. This “working address” typically contains additional information such as the Zip + 4 and PO number. You Accept Working or Accept Original to accept the working or original address. If you are using QAS, the window and options will be slightly different. See Batch Address Hygiene for an overview of Circulation’s address correction options.

  
• Other options will now appear in the Options panel.

• Select Occupants to link the address to an occupant. You can find an occupant already in the database or add a new occupant, and you can add or find additional (mail) occupants. If an occupant who is a non-subscriber leaves an address, you can select Detach Occupant to detach the occupant from the address. If the occupant is a subscriber, you must instead perform a Move transaction.

  
• You can also add or modify the AAM Zone in which the address belongs (AAM Zones button), view complaints (Complaints button), and link routes to the address (Routes button). Usually, when an address is added a route is assigned to the address by the router. However, sometimes the router may not be able to assign a route, or you may not use routers. Or, you may click the Routes button to set the walk sequence (Delivery Sequence field) for the address on the route. Note that you can link multiple routes (typically from different publications) to an address—this is used mainly for Targeted Marketing. Routes linked to an address are entirely separate from routes linked to a subscription at the address.

Example—Adding an Address

If a customer calls and wants to begin a subscription, you will use Find and enter the customer’s name as the search criteria. If the customer is not in the database, and neither is the customer’s address, the address will need to be added to the database.

To add the new address, you click the Add Address button and enter the following information in the address fields:

• The customer (Nancy Jones) now lives at 951 Bayless Ave, Apt. 5. You enter this information in the House #, Street Name, Type, Unit Type, and Unit Number fields, respectively.

• In Zip, you enter the 5-digit Zip code (55114) for the address.

• In county you enter “Ramsey”.

• You enter the city name (St. Paul), the state (MN) and country (US) are defaulted from the Zip code.

• There is no dual address, building or complex.

• This address is out of town, so you uncheck Route Accessible and keep Mail Accessible checked. This is not a special address, so you keep Special Address unchecked. You use Quadient, so you leave Cleanse Address checked.

• Po Route is left blank. Quadient will supply this.

• Because this Zip code is outside of the newspaper market area, no Town of 25 defaults. You assign the “All Other” Town of 25, used for all subscriptions outside of the market area.

• Nancy Smith occupies an apartment, so in Dwelling Type, you enter “APT” and in Dwelling Status, you keep the default (“occupied”). Leave the current date as the dwelling status date.

After you enter this information, you click OK to enter the address into the database. Quadient displays the address you entered an its cleansed version—you accept the cleansed (working) address. Now you can add the customer’s personal information by clicking the Occupant button and adding the occupant.

About Quadient

Quadient is the standard address cleansing software for US addresses in Circulation. Quadient does not require software to be installed or updated locally. Instead, the address is sent to the Quadient ZIP Cleanse web service, along with a valid registration key. The address is then returned as cleansed or not cleansed (there is no suggestion list). Quadient manages all updates of software and directories on the server providing the ZIP Cleanse web service. Business Rules determine how Quadient standardizes address data—for example, whether invalid US city names are retained. See Address Cleansing in the Setup Manual for more information.

About QAS

QAS is used to verify the correct spelling and standard formatting of Canadian or Australian addresses while adding or modifying them in Circulation or iServices. As an address-correction or “cleansing” application, it serves the same purpose as Quadient. Both the regular and OnDemand (hosted) versions of QAS are integrated with Circulation.

If you use QAS, the Business Rule, What system do you use for Address Correction and Encoding software?, must be set to “QAS.” This rule is in the Address Cleansing section of Business Rules. You must also answer additional Business Rules in the same section that are specific to QAS.

Searching for an Address

When QAS is being used, the address entry window contains the QAS Address Search panel, shown below.

The first step in adding an address is to determine if it already exists in the system. The QAS Address Search panel allows three methods for doing this (the default will be “Typedown” or “SingleLine”, based on a Business Rule):

Typedown search

• With a typedown search ( icon), you just start typing the address you are looking for, and the system returns all matches as you type. It is a “begins with” search, meaning that an address must begin with the string you entered in order to be considered a match. The more characters you type, the more you narrow the search. In the examples shown below, typing “1” matches 78 addresses that begin with “1,” while typing “13” yields only 6 matches.

SingleLine search

• With a single line search ( icon), you enter as many characters as you wish, and then must press Enter or click Select to initiate the search. An address is considered a match if it contains the string anywhere within the address. The following example shows 8 matches on the search string “bondi,” including “North Bondi,” “Bondi Beach,” and others.

When the initial matches are displayed, the search field will switch over to typedown functionality to help you search within the matches for a particular address. Double-click on an address to select it.

Example

As an illustration, let’s say the address you are looking for is in Bondi Beach, which you’ve already located using a single-line search. Clicking on the + sign next to BONDI BEACH NSW will show the streets within Bondi Beach, sorted alphabetically. Furthermore, clicking on the + sign next to a street name will show the addresses, or ranges of addresses, on that street.

Since the search is now automatically in typedown mode, you can begin typing letters of the street name to locate the specific street. Let’s say the street name is “Ormond,” so you type the letter “Or” and receive the matches shown below.

Next, you click the + next to Ormond Street and show the addresses.

A + symbol next to a match indicates a group of addresses. For example, expanding the “2” reveals that there is a “2 Ormond Street” as well as a range of addresses from “1/2 Ormond Street” through “10/2 Ormond Street.”

Since 3/2 Ormond Street is what you’re looking for, you double-click on that address to bring it into the address entry/modification window.

Adding an Occupant

From time to time, you will receive calls from customers who are not in the database (you cannot locate them using Find). When this happens, you must add the occupant to Circulation.

When adding an occupant, Business Rules determine the default credit status and the default occupant type.

To add an occupant:

• Click the Add Occupant button ().

  
• Enter information in the fields of the Occupant tab.

  Field

  Type

  What should be entered

  Name

  LAST

  open (30)

  Enter the occupant’s last name.

  Note: You can optionally configure Circulation to allow a first and last name that exceed the maximum number of characters (12 and 30, respectively). Contact Naviga Global Support for more information.

  SUFFIX

  setup

  If applicable, enter the occupant’s name suffix, such as Jr, PhD, II, etc.

  TITLE

  setup

  If applicable, enter the occupant’s title, such as Mr., Ms., Mrs., Dr., or Rev.

  FIRST

  open (12)

  Enter the occupant’s first name.

  MI

  open (1)

  Optionally enter the occupant’s middle initial.

  OTHER

  open (30)

  This is an optional field where you can enter the company name, an attention line, etc. The Other Name will be printed on mailing labels.

  USAGE

  setup

  Enter a description of your entry in OTHER NAME, such as “business” or “attention line”. “Other Name” will print on mailing labels, but “Other Use” will not.”Other Use” may be used for RESULTS purposes.

  EMAIL

  open (100)

  Enter the primary e-mail for the occupant, if provided. Additional e-mails can be entered on the Contact tab.

  PHONE

  integer (10)

  Enter the area code and primary telephone number of the occupant. If there is a phone extension, enter it in the EXT field to the right. The phone number type (i.e. work, home, etc.) for the primary phone number is determined in phone number type setup. Other phone numbers can be entered on the Contact tab.

  UNLISTED

  yes/no

  If the primary phone number is unlisted, check this box. UNLISTED is used for reference purposes. If unlisted, the subscriber’s phone number will not be printed on bundle tops or route labels.

  ALLOW WEB ACCESS

  yes/no

  Check this field to grant the subscriber access to iServices Subscriber (if used). To reset the user’s password in iServices Subscriber, click the New Password button to the right of this field and answer “Yes” to the warning prompt that displays. This will send the subscriber an e-mail containing their new password, similar to the Forgot Password link in iServices. The content of the e-mail message is based on a template. The New Password button will be inactive if the Business Rule What type of email is supported? is set to “None,” or if the customer has a single sign on e-mail.

  Status

  OCCUPANT TYPE

  setup

  Enter an occupant type for this occupant, or accept the default. Occupant types are defined in Setup and are used to define occupants as “students”, “seniors”, “construction workers”, or other category. Occupant types can be used for rating and TM selection purposes.

  CREDIT STATUS

  setup

  Enter the occupant’s credit status or accept the default. This code determines the number of grace days, as well as what happens to a subscription when the grace period ends. The credit status may also control whether a start can be entered for an occupant. An occupant’s credit status may be automatically changed as the result of a stop or payment, based on Credit Status setup (see the Setup Manual). You can set up a task to be generated when the credit status changes, using an Event Type of “Audit”.

  REVIEW DATE

  date

  Enter the date of the occupant’s most recent credit review, if you do credit reviews. This field is for reference only. The default is today’s date.

• To enter a delivery request, click the Requests button in the Options area to display the Delivery Requests pop-up window. Delivery requests are special requests about how the customer wants the paper delivered, such as “put in back door” or “beware of the dog”. Delivery requests should not be confused with the delivery directions that can be entered with an address. The requests are printed on bundle tops whenever the subscriber has a customer service transaction, and are optionally printed on Route lists. In addition, delivery requests are displayed during the Dispatching process.

• Click OK to accept the occupant. You can now link the occupant to an address as well as enter more information in the Occupant sub-tabs.

Linking an Occupant to an Address

To link the occupant to an address, click the Address button—a window will open so you can link this occupant with an address. Under Change Primary/Home Address, select Find and find the occupant’s address, or (if the address is not in the database) select Add and add it. This will be the address to which the paper will be delivered. You may also link the occupant to a secondary address, used for mailing renewal notices and TM products. If you do not want the occupant linked to any address at all (you want to keep the occupant “free floating”), click Detach Occupant.

Credit Status Sub-tab

An occupant’s credit status determines how many grace days are allowed if the subscription expires without payment, among other things (see the Setup Manual for more information). Occupants are assigned a credit status when they are added, but the status can be changed by the system due to a late payment or modified by the Customer Service associate. You can modify a credit status or add a new credit status if the occupant does not yet have one defined for a product. A product of “*” indicates all products for which a credit status is not specifically defined.

Note: This tab will be active only if the Business Rule, Do you want to maintain an occupant’s credit status by product?, is set to “yes”. If it is set to “no”, there will be only one credit status per occupant, which you can change when modifying the occupant record.

Notes Sub-tab

On this tab, you can enter notes for private notes about occupants. These notes are not printed anywhere and are available for reference only. An example of a note might be “Caretaker of Oak Park Apartments” or “complains a lot”.

Complaints Sub-tab

This tab shows the complaints that have been entered for an occupant. To add a complaint, you must enter it as a transaction.

Example—Adding an Occupant

Suppose Nancy Jones calls to start a subscription. You look for her in the database but cannot find her (she just moved to town). You will have to add an occupant record, so you select Occupant and enter the occupant fields in the following manner.

• You enter the last and first name of the occupant. Nancy does not provide a middle initial, and no suffix follows her name, so you leave these fields blank. Also, this is a home subscription and there is no “other name”.

• You enter the home phone number (which is Nancy’s primary phone number). Her home phone number is unlisted, so you check Unlisted (it will not be printed on bundle tops, etc.).

• Nancy provides you with her e-mail, and you check Allow Web Access so that she can view and manage her subscription details via iServices Subscriber.

• Nancy does not fit any of your more specific occupant types (“Student”, “Veteran”, etc.) and so you keep the default occupant type, which at this newspaper is “Regular”.

• All new occupants receive the credit status of “Approved”. You do not do credit reviews, so you leave the current date in Review Date.

After entering this basic information, you click OK in the Options panel to accept the occupant. Now you can enter more information related to the occupant:

• You link Nancy’s occupant record to an address by clicking the Address button.

• Nancy gives you her work phone number as well. So you add this on the Contact tab (see below).

• Nancy doesn’t say anything about soliciting, but would like to receive your Books digital newsletter, so you add that in the Contact tab.

Entering Contact Information for Occupants

Customer phone numbers, e-mails, and other contact information is managed form the Contact tab. The primary phone number and e-mail can be entered when adding the occupant (see Adding an Occupant), but additional numbers and addresses are added from this tab. Solicitation and communication preferences are also managed here.

To add a contact record, click on the label (Phone, Email, Communication Preferences or Solicitation) on the left side of the tab and click the Add icon () on the right side of the tab. Click the OK button to accept the new phone number, e-mail, etc.

To modify an existing phone, e-mail address etc., click the plus sign to the left of the label to display existing records in the area below. Highlight the record to modify and click the Modify icon () on the right side of the tab.

Adding Phone Numbers

To add additional phone numbers for an occupant, select the Phone label and click the Add icon. The Phone Detail fields, listed below, display on the right side of the Contact tab. After entering the phone number and related information, click OK to add the number for the occupant.

Adding E-Mail Addresses

Any number of e-mail addresses can be entered for an occupant, and all of them are shown in the Contact tab. If an e-mail address is registered for single sign on, a key symbol will be shown next to it. If the address is for eBill renewal notices, the eBill icon () will be shown next to it.

To add an e-mail address for an occupant, select the Email label and click the Add icon. Then specify the e-mail (the address can be up to 100 characters) and the date range during which it is active. Check Primary if this is the primary e-mail for the occupant (the same rules apply as with primary phone numbers). Click OK to add the e-mail.

To modify an e-mail address or its start date or end date, click Modify.

To send an e-mail message to an occupant, click the icon in the lower-right corner of this tab.

Entering Newsletter Preferences

Customers can opt in to newsletters, alerts, and other communications you send by e-mail, mail or phone. For example, you may e-mail a weekly Arts newsletter highlighting arts and entertainment events for the coming weekend, and send weather alerts via phone. Customers can opt into (and out of ) newsletters themselves via iServices. You can also opt them in and out of newsletters, and change communication preferences, via the Contact tab in Customer Service.

Opt into a newsletter

• In the Communication Preferences panel on the right side of the Contact tab, click the Add icon ().

  
• Select the communication item and enter the contact information. The fields are described in the table below.

  Field

  Type

  What to enter

  ITEM

  setup

  Select the communication item the customer is opting in to. Items must be defined in advance in Communication setup (see the Setup Manual). All items defined with a usage type of “Customer Service” and a product of “*”on the Usage tab will be available. Items defined with a usage type of “Customer Service” and a specific product will only be available if the customer subscribes (or has a former subscription for) that publication.

  METHOD

  predefined

  Indicate whether the customer should receive the newsletter or alert by mail (address), email, or phone. Only communication methods defined for the communication item will be available. If only one communication method is defined, it will default.

  METHOD TYPE

  predefined

  If the communication method is e-mail, specify whether to send HTML or text e-mail to the customer. This field only opens if both e-mail types are allowed for the communication item.

  METHOD DETAILS

  setup

  Select the e-mail, phone number or address that should be used for the newsletter or alert. For example, if the customer has two e-mail addresses defined in Circulation, you would select the one to use for the newsletter here. If the communication method is set up with Default Primary checked, the customer’s primary phone number or e-mail address will default.

  OPT OUT

  display

  This field is only open when an existing communication preference is modified.

• Click OK to opt the customer in to the selected newsletter or alert.

Opt out of a communication item

• In the Contact Information area on the left side of the Contact Tab, click the plus sign to the left of Communication Preferences, and highlight the communication item.

• The item displays in the Communication Preferences panel on the right side of the tab. Click the Modify icon ().

• Check the Opt Out field.

• Click OK to accept the opt out. The customer will no longer receive the communication.

Changing newsletter preferences

If the customer wishes to receive the newsletter at a different e-mail, phone number, or address, you can make the change by modifying the communication item as described above. Set the Method Details field to the e-mail, phone number or address that should be used.

If the customer wishes to change the communication method (e.g. switch from mail to e-mail), you must delete the old communication method using the Delete icon (), and then add the new one.

Entering Solicitation Preferences

Occupants may request not to be solicited by phone, mail, or other means. This is important to newspapers who do telemarketing and promotional mailings—they want to make sure these occupants are not included in the delivery list, phone list, or other documents they use for solicitations.

In Circulation, this information is tracked with solicitation codes. For example, an occupant might have a “NoCall” solicitation code. In Targeted Marketing, when selecting occupants for a telemarketing phone campaign, occupants with a “NoCall” solicitation code can be excluded from the selection.

To add a solicitation code for an occupant, select the Solicitation label and click the Add icon. Enter solicitation information in the fields described in the table below. Then click OK to add the solicitation information.

Modifying Addresses and Occupants

If address or occupant information changes for a customer, the address or occupant record should be modified. To modify an address or occupant, first Find the customer in question. Then click on the Address or Occupant tab and select Modify. The fields will be the same as displayed during an add. Click OK when the update is complete.