Marketing & Print: Common Questions

Find answers to frequently asked questions about accessing, customizing, and exporting marketing materials.

Getting Started

I can't find the Marketing & Print section - where is it?

The Marketing & Print feature may be located in different menu locations depending on your organization's configuration. Common locations include:

Main menu sections
Administrative tools
Marketing or communications sections

If you cannot locate it:

Contact your organizational administrator to confirm you have access to the Marketing & Print module
Check if your user role has the necessary permissions
Verify that your organization has this module enabled

What do I need before I start using Marketing & Print?

Access Requirements:

Active Performance Hub account
Marketing & Print module enabled for your user role
Permission to access design templates

Content Preparation:

Facility information (name, address, phone)
Specific text or messaging you want to include
Relevant dates and times
Any custom images (if the design supports them)

Do I need design experience to use Marketing & Print?

No design experience is required. Marketing & Print provides pre-designed templates created by professionals. You simply:

Fill in text fields with your information
Select from provided options
Export the completed design

The system maintains all design standards automatically.

Finding and Accessing Designs

How do I find a specific design?

Three methods:

Search - Use the search bar at the top to search by keyword (e.g., "notice," "membership")
Browse folders - Click through organized folders by category
Filter - Use the File Type and View filters to narrow down options

The search function is usually the fastest method if you know what type of design you need.

What's the difference between published and unpublished designs?

Published Designs (Default View):

Approved for use by your organization
Completed and ready for customization
Follow current brand guidelines

All Designs (Admin View):

Includes draft designs still in development
May include experimental or unapproved designs
Typically only visible to administrator users

Most users should keep the filter set to "Published Designs Only" to ensure you're using approved materials.

Why does a folder show designs but I see none when I open it?

This can happen if:

You have View filter set to "Published Designs Only" and the folder contains only unpublished designs
You have File Type filter set (e.g., "Dynamic Design") and the folder contains only the opposite type
Designs were recently removed or archived

Solution: Reset your filters to "All" to see all available designs.

Can I suggest new designs or request modifications?

Yes. Contact your organizational administrator to:

Request new design templates
Suggest modifications to existing designs
Report designs that don't meet your needs
Propose new categories or folders

Working with Dynamic Designs

How do facility variables work in designs?

Most dynamic designs use facility variables that automatically populate with your facility's information. These variables pull from:

Your Facility Details page
Facility Variables configuration (Settings / Account → Facility Variables)
API-fetched data

See our Facility Variables guide for complete details on how variables work, what's available, and how to customize them.

What fields can I edit in a dynamic design?

When you open a dynamic design:

Auto-populated fields - Facility variables already filled with your information
Custom editable fields - Additional fields you fill in for specific use cases (dates, messages, event details)

Available custom fields vary by design. You'll see all editable fields when you open a design.

My facility information is wrong in a design - how do I fix it?

If standard facility info is incorrect (name, address, phone, hours):

Update your Facility Details page first
Variables automatically update for new designs
You may need to switch variables from Manual to Default mode in Facility Variables

For custom variables:

Go to Settings / Account → Facility Variables
Update the relevant User Variable
See the Facility Variables guide for details

My text is too long for the field - what should I do?

Options:

Shorten your message - Edit to be more concise while keeping key information
Use abbreviations - Where appropriate and clear
Request a different design - Ask your organizational administrator for a template with more space
Split into multiple materials - Create a series if you have a lot of information

Do not:

Try to make text smaller (it won't work)
Force more text than the field allows
Compromise readability

Can I change the colors or fonts in a dynamic design?

No. Colors, fonts, and overall layout are locked to maintain brand consistency. These elements are controlled by your organization's brand guidelines and cannot be modified at the user level.

If you need different colors or fonts:

Check if alternative designs are available in your library
Contact your organizational administrator to request a custom template

Why can't I add or remove sections from a design?

Design structure is fixed to ensure:

Brand consistency across materials
Professional appearance
Proper layout and balance
Compliance with brand guidelines

Each design is created to serve a specific purpose with a predetermined structure. If you need different sections or layouts, request a different template or a new custom design from your administrator.

The preview doesn't update when I change text - is something wrong?

Troubleshooting steps:

Check your internet connection - Preview requires active connection
Reload the page - Sometimes a browser refresh helps
Try a different browser - Some browsers handle dynamic previews better
Contact support - If the issue persists

The preview should update in real-time or after clicking out of a field.

Working with Static Files

Can I customize a static file at all?

No. Static files are fixed, ready-to-use designs that cannot be modified. They're typically:

Official brand assets
Corporate communications
Standardized materials that must be identical everywhere

If you need customization:

Look for a dynamic design version
Request your administrator create a dynamic version
Use a different template that offers the customization you need

How do I know if a design is static or dynamic?

Check the design details displayed when viewing designs:

Dynamic Design - Will be labeled and show "Dynamic Design" in description
Static File - Will be labeled and show "Static File" in description

You can also filter by File Type to show only one type.

Why would I use a static file instead of a dynamic design?

Static files are useful when:

You need the exact official version of something (logos, corporate materials)
The material must be identical across all locations
No customization is appropriate or allowed
You want a quick download without any configuration

Exporting and Downloading

What file formats are available for export?

Common formats include:

PDF - Best for printing, maintains exact dimensions
PNG - High-quality images, good for digital displays with transparency
JPG - Compressed images, smaller file sizes

The available formats depend on the specific design and its intended use.

Which format should I choose?

Choose PDF when:

Printing with a professional printer
Need exact size specifications
Want highest print quality
Creating official documents

Choose PNG when:

Using on digital signage
Need transparent backgrounds
Posting online or to social media
Displaying on screens

Choose JPG when:

Emailing (smaller file sizes)
Need broad compatibility
File size is a concern

How long does it take to export a design?

Typical export times:

Simple designs: 5-30 seconds
Complex designs: 30 seconds - 2 minutes
Large file sizes: Up to 3 minutes

If export takes longer:

Check your internet connection
Verify all required fields are completed
Try refreshing and exporting again
Contact support if issue persists

Where do my exported files go?

During export:

Downloads to your browser's default download folder (usually "Downloads")
May prompt you to choose a save location

After export:

Saved in the Exports tab within Marketing & Print for easy re-download
Remains available for future access

Can I re-download an export I created previously?

Yes. All your exports are saved in the Exports tab:

Click the Exports tab
Find your previously created export
Click to download again

You don't need to recreate the design - simply download the existing export.

How long are my exports stored?

Storage duration varies by organization policy. Most organizations store exports indefinitely, but check with your organizational administrator for your specific retention policy.

Best practice: Save important exports to your computer or network drive as backup.

Quality and Technical Issues

The design looks different when printed than on screen - why?

This is normal and expected due to color profile differences:

Main Cause: RGB vs CMYK

Screens use RGB (Red, Green, Blue light) - produces brighter, more vibrant colors
Printers use CMYK (Cyan, Magenta, Yellow, Black ink) - produces slightly muted colors
Some RGB colors simply cannot be reproduced with CMYK ink

When you export:

PDF for printing → Automatically converts to CMYK
PNG/JPG for digital → Uses RGB

This is why: Your screen preview shows RGB (vibrant), but printed output is CMYK (slightly less vibrant).

Other causes:

Print settings - Incorrect scaling or paper size settings
Printer quality - Resolution or quality settings too low
Paper type - Different papers absorb ink differently

Solutions:

Accept the difference - Professional designs account for this
Request a print proof - See actual output before large print run
Use PDF format - Ensures proper CMYK conversion
Don't scale when printing - Maintain design dimensions
Discuss color matching - Talk to your print vendor about expectations

See the Overview page for detailed explanation of color profiles.

What CMYK profile should I select when exporting?

When you export a design for printing, you'll see several CMYK profile options:

For most users:

Use the default profile - it works for standard commercial printing

If your printer has requested a specific profile:

Select the profile they specified (FOGRA39, SWOP, ISO Coated, etc.)
Common requests:
- Europe - FOGRA39 or ISO Coated
- United States - U.S. Web Coated (SWOP) v2
- Japan - Japan Color profiles
- Uncoated paper - PSO Uncoated ISO12647

Ask your printer:

"Which CMYK profile do you prefer?"
"Are you using coated or uncoated paper?"

If unsure: Use the default and send a test file to your printer first.

Should I choose RGB or CMYK when exporting?

Choose CMYK when:

Printing with professional printers
Offset printing
Commercial print shops
Creating materials for physical distribution

Choose RGB when:

Digital displays (screens, monitors, TVs)
Social media graphics
Website images
Digital signage
Some digital printing methods (ask your printer)

The export dialog typically pre-selects the appropriate mode based on your export format (PDF usually defaults to CMYK, PNG/JPG to RGB).

Text looks blurry in my export - what went wrong?

Possible causes:

Exported at wrong resolution
Viewed at incorrect zoom level
Image format not suitable for purpose

Solutions:

Use PDF for printed materials (maintains vector quality)
Use PNG for digital displays (higher quality than JPG)
Check that you're viewing at 100% zoom
Re-export if file appears corrupted

My custom image looks bad in the design - how do I fix it?

Image quality checklist:

Use high-resolution images (at least 300 DPI for print)
Match aspect ratio to design requirements
Ensure file isn't corrupted
Check that image file size isn't too large

If problems persist:

Try a different image
Resize image before uploading
Contact support for image requirements

The design won't load or keeps showing an error

Troubleshooting steps:

Refresh the page
Clear browser cache
Try a different browser
Check internet connection
Verify you have permission to access the design
Contact support if issue persists

Permissions and Access

Why can't I access certain designs or folders?

Access may be restricted based on:

Your user role and permissions
Facility location
Brand or region-specific content
Organization hierarchy

If you need access:

Contact your organizational administrator
Verify your role has appropriate permissions
Confirm the designs exist for your location

Can I share exported materials with other facilities?

Sharing policies depend on your organization's structure:

Usually allowed:

Sharing within your organization
Corporate materials meant for all locations
Materials you created for collaborative purposes

May not be allowed:

Location-specific materials
Branded content outside your region
Draft or unpublished designs

Best practice: Check with your organizational administrator before sharing outside your facility.

Who can see the designs I've created?

Your exports:

Stored in your personal Exports tab
Visible only to you unless you share the exported files
Not accessible to other users

The templates:

Available to all users with appropriate access
Anyone with permissions can create their own customizations

Getting Additional Help

Who do I contact for help with Marketing & Print?

For technical issues:

Performance Hub Support through Main Menu → Support & HQ
Submit a support ticket describing the problem

For design-related questions:

Your organizational administrator who manages the design library
They can help with access, content, and design requests

For print quality concerns:

Your printing vendor
Share file specifications with them

How can I learn more about creating effective marketing materials?

Resources:

Check the Knowledge Base (Main Menu → Facility Operations → Knowledge Base)
Review Tips and Best Practices documentation
Ask your organizational administrator for training
Connect with other facility managers in your organization

Can I request training for my team?

Yes. Contact your organizational administrator to:

Request group training sessions
Schedule one-on-one training
Obtain training materials
Set up practice sessions

Where can I find examples of good designs?

Look at:

Materials from other locations in your organization
The Exports tab showing successful past creations
Corporate communications from headquarters
Ask your organizational administrator for examples

Troubleshooting Specific Scenarios

I exported a design but it's not in my Downloads folder

Check:

Browser downloads location (may have changed)
Pop-up blocker settings (may have blocked download)
Browser permissions for downloads
Exports tab in Marketing & Print (file is always stored there)

Solution: Download again from the Exports tab.

The search isn't finding designs I know exist

Possible causes:

Misspelling in search term
Design recently added and not yet indexed
Searching for partial words that don't match
Design removed or unpublished

Try:

Browse folders manually
Use different search terms
Check spelling
Reset filters to "All"

I can't tell which design to use for my purpose

Decision factors:

Read design names and descriptions
Preview multiple options
Consider size requirements
Think about where material will be displayed
Ask your organizational administrator for recommendations

A design I used before is no longer available

Designs may be removed if:

Outdated and replaced with newer version
No longer compliant with brand guidelines
Temporarily unpublished for updates
Archived as no longer needed

Contact your organizational administrator to:

Find out why design was removed
Get access to replacement design
Request design be restored if needed

Still have questions? Contact your organizational administrator or Performance Hub support for assistance. They can provide specific guidance based on your organization's configuration and needs.