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RACE and ROSTE Client Relations Methods

Explore the RACE method for client relations, including research, action planning, communication, and evaluation. Learn about the ROSTE method for setting objectives, strategies, tactics, and evaluation in client relationships.

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RACE and ROSTE Client Relations Methods

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  1. RACE and ROSTE Client Relations Methods Kevin M Brett J454 April 10, 2013

  2. RACE Method • Research • Action Planning • Communication • Evaluation

  3. Research: More Than a Hunch • Primary – New and Original Descriptions and Measurements • Secondary – Review of Existing Literature and Data Bases • Mixed Method: Qual & Quan • Qualitative – Soft; To Describe • Focus Groups • In-Depth Interviews (Coded) • Ethnographic Research • Quantitative – Hard; To Measure • Telephone Surveys • Internet Surveys • Intercept Surveys • Piggyback Surveys

  4. Action Planning • What are your client goals/objectives? • What needs to be accomplished? • What is the time frame? • What is the budget? • What is doable? • How will It be done? • Client Presentations: May 20-22; Class Presentation: May 29

  5. Communication • What is/are the messages? • Who is/are the audience(s)? • What is the best means? • Conventional? Digital? Both?

  6. ROSTE: Method of Client Relations • Research • Objectives • Strategies • Tactics • Evaluation

  7. Objectives: How to Achieve the Goal • Correspond to organizational goals. • Must be measurable and have defined time frames • Must be informed by research. • Example: “To grow the online community by 20 percent in the next three months.”

  8. Strategies: Plan of Attack • How much: Resources? Time? Talent? • What will you do? • What will you NOT do? • What is the intended end result?

  9. Tactics: Carrying Out the Plan • What are your tools? (conventional, digital) • Interviews, digital cameras, Final Cut Pro • Video Targeting Active/Retired Military • Freshman orientation deliverables • Volunteer/Recipient “Story bank” with interesting art

  10. Evaluation: Measuring Success? • Did We Change the Landscape? • How do we know? (e.g., follow-up qualitative, quantitative, primary, secondary) • More students using Eugene Airport? • Greater utilization of SheerID tool? • More Hispanics served by FFLC?

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