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Insight

Q.	Where can I get my log in for INSIGHT?
A.	When your account registers for INSIGHT, all the user’s added will be sent a welcome email with their log in and password. Typically, the log in is their work related email address and password is their first name. If you are a new user, you can have your account administrator add you into the account, through the Preferences page, or they can send an email to Changerequest@knowlandgroup.com with any users that need to be added: include user full name and email address.
Q.	Is my log in the same for READERS and INSIGHT?
A.	Yes, if you are a READERS client adding INSIGHT, all the users from your READERS account will be added to INSIGHT using the same login and password. Any changes made to your login and password in READERS will be reflected in INSIGHT and vice versa.
Q.	How can I create an advanced search?
A.	While using INSIGHT, select Advanced Search and select from the different filters to generate your specific results. Save your advanced search and upon returning to the main interface, you can select the saved filter from the drop menu, turn it on and select Give Me Insight or Search to run the results.
Q.	How can I edit/delete searches from my saved searches?
A.	While using INSIGHT, select Advanced Search. Select an existing search from the drop down menu to generate existing filters. You can either change the filters by selecting to add new filters or deselect to remove selected filters and select save. You can delete any filter by selecting the filter from the existing filter drop down, and selecting Delete Filter, make sure you select OK from the pop up window. Once a filter is deleted it cannot be retrieved.
Q.	What if I cannot see any pointers on the map?
A.	When you first log into INSIGHT you will not have any map pointers listed. The search button will not generate any map pointers. If you use search to view listed results, you can still see map pointers by selecting Map Listed Groups to generate map pointers. If map pointers still do not display, select Clear Map and try selecting Map Listed Groups again. If you are using Give Me INSIGHT to generate results, map pointers should automatically generate.
Q.	How can I change my map center point?
A.	You can change your map center point by entering in a new address in the address fields and selecting Map It! The map center point will be shown with an antenna when you conduct a search. You can enter in as much address information you’d like. If you want a precise address, enter in the street level address, if you want a broader search; enter in the city or zip code to change your map center point.
Q.	What if I zoom in too far out or too close?
A.	If you zoom out too far or to close, you can select the button in the middle of the pan features- Return to Last Zoom Level. You may also click any zoom level from the zoom tool bar on the map. Note: when the map is selected your mouse scroll key will allow you to zoom in or out on the map.
Q.	Can I set my map to display a different view such as Map or Hybrid?
A.	You can select a different map view such as Map or Hybrid simply by selecting the map view type and the map will automatically generate to the new view.
Q.	Can I get contact names for a group I find in INSIGHT?
A.	No, INSIGHT does not provide Contact names because the data goes back several years, the names are not up to date for past data. We have a Schedule It! feature that will allow you to select any group you are interested in contacting, a Knowland Group representative will contact the group’s meeting planner and set up a meeting with you and the meeting planner to discuss meeting opportunities. However, through the phone numbers and office locations it should be quite easy to find a group’s meeting or event planner.
Q.	How will I know where my map center point is?
A.	By default, your map center point will be the latitude and longitude of your hotel property. Your map center point will be indicated with an antenna when using GIVE ME INSIGHT.
Q.	What is the difference between using the search function and give me INSIGHT function?
A.	The search function will provide search results in order of relevance to the search keyword or provide search results in alphabetical order when using a saved filter. When using Give Me INSIGHT, the search results will be listed with the closest proximity to your map’s center point first moving outward.
Q.	How long does it take to get a meeting set up using Schedule It?
A.	Typically, it will take about 7 business days to get a meeting set up; however when you select to Schedule It! a telesales team member will contact you within a few days to determine your availability for a meeting.
Q.	Do the prices vary for using Schedule It and Book It?
A.	Yes, the prices for Schedule It! and Book It! do vary. The price pertaining to that group will be listed when you confirm the Schedule It! or Book It! requests.
Q.	How do I find out if the search results displayed meet my criteria?
A.	When you use an Advanced Search filter, all the results displayed or listed from the search filter meet your criteria. If you want to pinpoint the exact event that meets your criteria, expand the Events section and the event that meeting your criteria will be displayed automatically. The events for a specific group listed in your search results will allow you to use two additional filters when viewing the events. The first filter is by market, this will allow you to view any events pertaining to specific market; the second is by Saved Filters in your account. The filter you used to generate search results will automatically display only the events that match your search filter; however, you can turn the filter off to view all events for a group by selecting No Filter from the drop down.
Q.	Can other users in my account view my saved filters?
A.	No, while your account uses the same map center point, you have you own freedom to save and edit searches. Each user can only access the saved filters they have created.
Q.	How many users can I have in my account?
A.	Your account is not limited to how many users it can have. We recommend that every sales manager on your team have their own login and password. To add new users, you must be an account administrator, go to the Preferences page in INSIGHT and add users. You can also send an email to changerequest@knowlandgroup.com listing all team members to be added including full name and email address. Once a new user is set up, they should receive a Welcome Aboard email containing their login and password.
Q.	What if I need help? What are my options?
A.	We have several options should you need more help using INSIGHT. We have a help feature in INSIGHT, select Search Help and a new window will populate with all the information regarding INSIGHT. If you need more help, we have an Online Help feature which will allow you to chat directly with a Knowland Group representative; this is available Monday through Friday from 9:00AM to 5:00PM EST. Lastly, if you need more help with INSIGHT, we have an introductory course as well as some advanced courses offered through Knowland U. To register for a course, go to the Knowland Group homepage; select Support Service, Knowland U to view course offerings. Of course, you can always feel free to contact us directly at our office with any additional questions you may have!

Reader

Q.	Where can I get my login for READERS?
A.	Your READERS login will be emailed to you during initial set up. If a user is added into your account, an automatic Welcome Aboard email is sent to the user’s email address with the login and password. In the event, you forget your login and/or password, you can have your account administrator find your password by logging into their account, select Add or Edit Users, and select user name. When the page loads with the user information, their password will be displayed. When a Knowland Group representative adds users into your account, each new user’s password will be their first name unless otherwise specified by the account administrator.
Q.	Is my log in the same for READERS and INSIGHT?
A.	If you are a READERS client as well as an INSIGHT client, your username and password will be the same. When logging in you must specify a product to run.
Q.	How can we remove users from our list?
A.	When you have a user who no longer needs access to your account, you can deactivate the user. You cannot remove users from your account since they may have saved notes or have been assigned to group’s events. However, when you deactivate a user, they will no longer be able to access your account, receive 8AM CSRs or be automatically assigned groups through Productivity Tools.
Q.	How do I know who is an administrator?
A.	Typically, your DOS will be set up as an account administrator. Sometimes a DOS will ask for other users to be set as administrators. If you are set as administrator, you will be able to Add/Edit Users and view Account Information. You will also receive DOS productivity reports, and copies of all telephone verifications requested from users in your account. If you need more clarification of who are your account administrators, you can view all user settings in the Add/Edit user screen, all administrators will be checked off as administrator. You can also contact your Knowland Group Regional Client Care specialists for more information.
Q.	Why do I need to set up Status terms in my account?
A.	Often times, users will assign a status for a group they are working with. This can serve as a reminder or an update for other users in their account and also as a reminder for themselves. Using the status terms is an option in your account and does not have to be used; however, the Knowland Group recommends using the status section if your account assigns leads to specific users.
Q.	How do I set up my Status terms that can be used in the Consolidated Report?
A.	To set up or edit status terms, you must be set as an Account Administrator. To add terms to your account go to Account Information, locate the Status section, add any terms you’d like by entering in the term and selecting Add. To edit any terms already saved in your account, select the term you’d like to edit, make the change and select Save. You can also delete any terms by selecting Delete.
Q.	How long does it take to receive a Trace?
A.	Traces are emails sent by one user to any other user in your account. Since the Trace is delivered on the day the user specifies, the length of time to receive it does vary. However, when a trace is sent it will be sent at the same time the 8AM CSRs are sent. For example, if your account receives their 8AM CSRs at 9:00AM you can expect your trace to arrive at the same time. On the day the trace is set to arrive, you will also have a reminder notice when you login to your online account.
Q.	What is the difference if I save notes for the event, group, or all?
A.	When you save notes for a specific group’s event you have to select the type of notes. There are 3 types of notes to choose from: 1. Event Notes: any notes saved for the event will only display when the actual event is searched and displayed. If you save notes for an event, you must search for the date the event was held to view the notes at a later date. 2. Group Notes: any notes saved for the group will display anytime the group holds an event at a comp set hotel. If you save notes for the group and three months later the group holds an event at your comp set hotel the notes that were previously saved will appear. 3. All: any notes saved using this feature will not only appear as group notes but also as event notes. Anytime the group or group’s events is displayed the notes will display.
Q.	How can I retrieve notes I have saved?
A.	You can retrieve notes saved many ways. Since you have the option to save your notes by type: event or group, you can search to view the notes in several ways: If you saved notes for the group, you can use a search parameter to display the group. To do this, select the report you’d like to view, in the search parameters select: Group Name, IS or Contains, and enter in the Group Name, select to view the report online and all the events pertaining to that specific group will be displayed by date the event occurred. Select any of the date, expand the notes section to view notes. If you saved notes for a specific event, you must search to view the notes saved for that specific event. To do this: select the report you’d like to view, enter in search parameters using the Event Date. Select Event Date, IS or “before than” or “greater than”, and enter in the date. Select to view online to display the date of the event you are looking for and expand the notes section to view the saved notes.
Q.	What if I save my notes while in the Consolidated Report, can I only view the notes while in the Consolidated Report?
A.	All notes saved in your account can be viewed while running any of the following reports: Consolidated Report or Reader Board Report. Once notes are saved they are saved to either the group or event, while both reports display the same group and event information, naturally the notes saved to any group or event will be associated and displayed in either report.
Q.	Can anyone see the notes I save?
A.	Saved notes can be viewed by any user in your account. Since other users to view saved notes this in turn can allow other users to know any information about a group or event that another user has found out. Saving notes can serve many purposes: communication history for your account, self reminders, or internal notes and reminders for other users.
Q.	How can I assign leads to my sales managers?
A.	You can assign any group event to a specific sales manager or user in your account by running the Consolidated Report. Once the Consolidated Report is open for viewing, all the events will be listed with an option to assign the event, select a user from the drop down list of all users to assign. You may only assign one user per event. After all events have been assigned, make sure you select Record Assigned and Status changes in order for the event assignments to be saved into the database. Once an event is assigned to a specific user, the user can then filter the report by events that have been assigned to them using the Filter drop down at the top of the Consolidated Report.
Q.	How many people can be auto-assigned leads in the consolidated report?
A.	You can assign any lead to any user in your account. However, you must have Productivity Tools in your account to use the auto-assign feature. When you set up your account’s Productivity Tools, you can only auto-assign 1 user to a specific type of group event in the Consolidated Report. If you have multiple people assigned to the same industry segment, geographic region, and/or group size, the system can only assign matching events to one user. The system will automatically assign the user who was first set up with that specific area of responsibility. In the event you have multiple people assigned to the same area of responsibility, you can have those users receive the specific 8AM CSRs to view the events that fall within their area of responsibility, in return, those users can log into their accounts, run the Consolidated Report, and assign themselves to specific groups.
Q.	Does my sales team automatically get notified if I assign them to an event?
A.	No, your sales team will not get automatically notifications if an event has been assigned to them. Most sales team will alert all team members when assignments have been made for the team members to view what events have been assigned to them.
Q.	Where can I select to have a group’s event verified?
A.	When you find an event you’d like verified, you must login to your online account and view one of the following reports: Consolidated Report, Reader Board Report, and 10, 25, 50 Most Active Report (Comp Set). When viewing these reports, all the events will have a link to Request Verification/ Qualification. Select either Verification or Qualification to send request. If you select, Qualification, a pop up will appear allowing you to enter in any additional information you want our telephone researcher to know prior to speaking with the meeting planner. Once you select a verification/ qualification the request is automatically sent our telephone research team.
Q.	What happens after I select verification/qualification for a group?
A.	After you request a verification/qualification, the request is immediately sent and assigned to one of our telephone researchers to begin researching. A telephone verification can take as little as 1 hour to complete or up to three months depending on the group and event. You will receive periodic updates with information on status of verification. After you select an event to be verified, the event will say “Telephone Verification Pending” in your reports. You can also run the Telephone Verification Report to view the verifications your account has requested.
Q.	How many verifications do I have?
A.	The number of verifications varies for each account. Typically, an account will have 1, 2, or 3 verifications per comp set hotel per month. This means you may only verify 1, 2, or 3 events from each hotel you read on. You cannot use extra verification from one comp set hotel for another comp set hotel. All unused verifications expire at the end of the month. Verifications are not rolled over nor can be redeemed once they have expired. If you are unsure how many verifications your account is allowed, please see your account administrator or contact your Knowland Group Regional Client Care Specialist.
Q.	How long does a verification take to complete?
A.	A verification can take as little as 1 hour or up to three months to complete. This depends on many factors, mainly how easily it is to get the meeting planner on the telephone. A verification is completed, only after the telephone researcher has spoken to the meeting planner and questions have been responded to. Periodically, throughout the verification process, you will receive emails of the status of your pending verification.
Q.	What if I can’t select to verify an event but I want to?
A.	If you cannot select a event displayed in your reports, this probably means your account has used all available verification for a comp set hotel for the current month. If you must have a group verified after you have used all available verifications, you can contact the Knowland Group to request the verification on your behalf for an additional fee. The fee for additional verifications is $10, which will be added to your next bill.
Q.	Where does the contact data come from?
A.	The contact data displayed in READERS comes from the Knowland Group database. The contact data stored in the Knowland Group database comes from 3 sources: internet research, contact research, and telephone verifications. This information is updated frequently and is a great jump start in contacting the meeting planner. However, the only way to tell if the contact planned the event listed is to have the event verified.
Q.	What if there are no picture (Raw Data) for a hotel in my comp set?
A.	While this is rare, it does happen. Sometimes our field researchers are late to upload their pictures, are unable to complete their route and obtain a picture, or no events are recorded and a picture was not taken. If there is no picture associated for a hotel in your comp set, there is usually a message indicating the reason for no picture. Late Upload: This means the field researcher was able to capture the picture but did not upload into our database by the time your account was updated. This should be updated the following day. DNR (Did Not Record): This means the field researcher was unable to get to the hotel to record the reader board for one reason or another. Your account will be credited for the date that pictures are not captured. No Events Held: This means the field researcher was able to go to the hotel to capture the reader board but the reader board indicates that No Events were held, in some cases resulting in no picture.
Q.	What is the different between the Consolidated Report and Reader Board Report?
A.	Both reports allow you to view the previous 30 days of reader board data. The Reader Board Report will show all your comp set hotels, even if a hotel did not have any events, or the field research was late to upload or did not record the reader board. The Consolidated Report will only display the comp set hotels that held an event. This report allows you to view the reader board information in a group-centric view: the event details, previous history, notes, and contact details are groups together for each event. The Reader Board report separates out the event reports which is all the information from the reader board from the contact details for each group. In each of these reports you can save notes, set traces, and telephone verify any group. The consolidated report allows you to assign events to specific users, and assign a specific status for an event. It also allows you to filter events by user-assignment and set status.
Q.	What are the differences in the Most Active Report series?
A.	The Most Active Report series is comprised of 6 reports: 10, 25, 50 Most Active Groups for your comp set and 10, 25, 50 Most Active Groups for your market. These reports will list the most active groups for the previous 30 days (unless a date range is specified using a search parameter), this will also include the industry segment for the group. The Most Active Comp Set reports allows you to view all the event details and contact information; you can also request your verifications and qualifications in this report. The Most Active Market report differs; it displayed the most active groups across your entire market. This will include not only your comp set hotels but all hotels the KnowlandGroup™ collects on. In this report you will be able to view the event date and hotels the events are held, but no event details or contact information will be provided, unless an event for the group took place at one of your comp set hotels. These reports will allow you to easily find and view the groups holding many events which can in turn become an immediate set of leads for your sales team. We also provide the industry segment the group belongs to for your sales team to further pinpoint the groups that fall within their area of responsibility.
Q.	What is the DOS Productivity Report?
A.	This weekly report will allow the DOS or Account Manager to view the past week’s history for each of the account users. This report can be viewed online or in the weekly emails sent on Sunday. The User specific information will provide: Number of group events assigned Status set for those groups assigned All notes saved All traces conducted Usage logs This information can provide you an overview on how proactive your sales managers are with these new group leads. You can also determine your rate of investment in using this service to see how many new group businesses your sales managers’ book using this KnowlandGroup™ service. The DOS productivity report only provides information based on account usage.
Q.	Can I receive all reports via email?
A.	No, you cannot receive all reports via email automatically. You will get your 8AM CSRs which are either the Reader Board Report or Consolidated Report in expanded format, as an account administrator, you will also receive the DOS productivity report and monthly download report. However, there are a few reports with email options while viewing online. You can email the Reader Board report and the Most Active Report series while you are viewing it online. If you chose to email the report, select the email report icon at the bottom of the report and the email will automatically send to the email address you used as your login.
Q.	How do I use the search parameters?
A.	When you are looking for specific information, the best way to retrieve that information is through search parameters. First, select the report you want to run with the search parameter and then select your search parameters. You will first need to select the search category from the drop down. After you select your category, you have to select an action which will appear in the drop down next to your category. The actions will populate based on your category. After you select your action, you must enter in your value. If you have more than one parameter to enter in, you must select a connecting parameter (OR, AND, AND NOT) to connect the parameters. OR will enable either search parameter to display in the results, AND will only show results that meet both parameters and AND NOT will exclude the parameter from your results. Your search parameters should read like a sentence. You may find it more helpful to using the larger or most obvious categories first before using specific parameters. If you are using subset parameters (such as a date range) you must put the parameters in sequential order.
Q.	What if I get an error message while running a report?
A.	If you get an error message in your report it can mean a couple of things. If the error appears on the page as a server error or timed out error, close out of your browser and re-log into your account or select the webpage BACK button two times. Try running the report again! Sometimes the application will time out if there is an interruption in your server or the Knowland Group server. If you get an error when using search parameters, it could mean your search parameters were not entered in correctly, try entering them again to see if it works or try rearranging your parameters if using more than one parameter. If your errors continue, please contact the KnowlandGroup™ to report the error to your Regional Client Care specialists, so we can investigate the error.
Q.	How far back does my data go?
A.	Your data will go as far back as to when your account started. With READERS, your account will store all your accumulated data collected from the time your account started with us. In the event you need data prior to when your account started, contact your Regional Client Care Specialist to get a quote on historical data.
Q.	What if I need more help using READERS, what are my options?
A.	In the event you need more assistance with READERS, there are several outlets for you to get the help you need. First, we have an online help document and How To videos which can assist you. To view Help file, go to Lost? Find Help from the READERS online application, and all the How To videos will display at the top of each page, select any of the videos to watch. If you have more questions which cannot be answered through the help document or how to file, you can chat instantly online with one of our Knowland Group representatives, select the Online Chat feature and you can immediately get your question answered. Our representatives are available Monday through Friday from 9:00AM to 5:00PM EST. If you need an overall refresher, our Knowland U training courses can give you a great overview on our application. You can register for introductory courses as well as advanced courses. Please go to the Knowland U website from the KnowlandGroup™ website, Support Services, Knowland U. Finally, if these options are still not enough, please feel free to contact us to get your questions answered!
Q.	I do not get 8AM CSRs, what should I do?
A.	There could be a couple of reasons you do not get your 8AM CSRs. Here are some things to check: Are you a registered user? If not, please have your account administrator add you or have them contact the KnowlandGroup™ to add you. They can email changerequest@knowlandgroup.com with any users that need to be added into an account- please send each user’s full name and email address. If you are a registered user, is your email address correct? You can check this by logging into your account. Your login is the email address your 8AM CSR will be sent to, if that email is incorrect, we need to edit your email address. Have an account administrator; edit your email address through Add or Edit User screen in the online application. If you are a registered user, are you selected to receive 8AM CSRs? Have you account administrator, view your user settings to make sure Receive 8AM CSR is checked on. To do this, go to the Add/Edit User screen, select the user from the user drop down, and make sure Receive 8AM CSRs is selected, select Save Changes to make changes live. Do you have a spam or junk blocker which is rejecting your 8AM CSR? If you know you are registered and should be receiving your 8AM CSRs, this could be the next problem. Check with your IT department to make sure knowlandgroup.com is a safe domain to receive emails from. Our 8AM CSRs are sent in HTML format and often times, spam and junk blockers will reject this type of email. If none of these fit your problem, please contact your KnowlandGroup™ Regional Client Care Specialist to pinpoint the problem.
Q.	Why do I receive my 8AM CSR past 8AM?
A.	Often times, clients will not receive the 8AM CSR till 9:00AM, this is because we have so many emails generating if often takes some extra time to generate all the emails and get them sent through our server at the same time. This is normal; the emails begin generating at 8AM EST everyday. However, if you normally receive your 8AM CSR at one specific time every day and suddenly start receiving them much later or not at all, please contact your Knowland Group Regional Client Care Specialist, we can help you pinpoint the problem and get it corrected!
Q.	What does DNR mean?
A.	DNR means Did Not Record. This pertains to your reader board data; this means the field researcher who goes into your comp set hotel to capture the reader board data was unable to take the digital image. When reader board data is not captured for one of your comp set hotels, you account is credited.
Q.	What does “late upload” mean in my report?
A.	In order for you to receive your 8AM CSR on time, all data must be uploaded from the field researchers by a certain time of day. While this rarely occurs, if data is uploaded later than the allotted time, the reader board information can be viewed online, but will not be displayed in your 8AM CSR. The next 8AM CSRs after the “Late upload” has displayed will include the information that was missing.
Q.	Can I get data from hotels other than my comp set?
A.	You will get information for other hotels in your market if you receive Most Active Reports for your Market, but otherwise you will not receive information about other hotels. If you are interested in getting other hotel information either adding hotel to your comp set or changing a current comp set hotel for a new one, please see How can I change my comp set hotels?
Q.	How can I change my comp set hotels?
A.	You can change your comp set hotels very easily and on your own! You can only change comp set hotels if you are an account administrator. To view comp set hotels, select Account Information, you can see you current comp set. To remove a hotel, uncheck the comp set hotel, you will notice it is highlighted in red. To add a hotel, select a market from the drop down. When you select a market, all the available hotels will be listed in the table. You can select any of the hotels listed by checking them on- you will notice they move into your comp set list and are highlighted in green. Repeat these steps to add additional hotels to your comp set or to remove hotels from your comp set. Your monthly bill will reflect any changes: If you switch out a hotel for a new one, you will not see a change in your bill. If you remove a comp set hotel, you will see your bill is reduced. You cannot have less than three comp set hotels select. If you add a hotel to you comp set, your bill will increase by the cost for 1 hotel. For example, if you pay $99 per comp set hotel and you add 1 hotel to your comp set, your bill will increase by $99. If you have any questions about changing your comp set, please contact your KnowlandGroup™ Regional Client Care specialist.
Q.	Can I get reader board data before my contract started?
A.	Yes, you can get historical data per comp set per month. If you are interested in Historical Data, please contact your KnowlandGroup™ Regional Client Care Specialists for a quote.
Q.	Why is the data I receive for the prior day’s events?
A.	The Knowland Group prides itself on providing you up-to-date information, the information you receive is processed in less than 24 hours so you are aware of what is going on in your comp set hotels, literally hours after the event has taken place and in some cases before the meeting ends! Once our field researchers collect the digital images of reader board, we provide you the events the following morning through your 8AM CSRs. If you data is collected on Monday, you will get Monday’s event on Tuesday morning. This is the fastest reader board data processing application out there!
Q.	Can we change our collection days and delivery days of 8AM CSRs?
A.	We have very set and particular routes our field researchers must make each and every day; therefore changing the collection day for a field researcher is difficult. If the KnowlandGroup™ feels that data would be better collected on a different day, they will make the necessary changes. Each route will include multiple hotels that are included in many clients comp set list, so changes will be only to improve the quality of data all of our clients receive. However, you can change the delivery days you receive your 8AM CSRs. This allows your account to decide which days they would prefer to get their 8AM CSRs. For example, if one account receives so many emails, their 8AM CSRs are overlooked, we can change their delivery days to lessen the amount of emails they receive. Another example, an account wanted to receive 8AM CSRs prior to their sales meetings, they have the ability to change the delivery day to get an 8AM CSR on the day they specified. To change your delivery days, you must be set as an account administrator. Any changes to your delivery days will affect all users in your account. Go to Account Information, the days you currently receive 8AM CSRs will be checked on, you can uncheck any of these days or check any additional days, after the changes are complete, save your changes and the changes will go into effect the following day.