Are Your Constituents Engaged With Your Nonprofit?

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How connected are your supporters with your organization?  Recently Nten and Avectra parnered in a study (detailed in this infographic) to examine how nonprofits measure constituent engagement.  As you might expect, social media activity is considered, as are more traditional measures such as email open rates and growth in email subscriber lists.  Nten reviews the responses received, which notes for many nonprofits surveyed, this type of analysis is very much a work in progress.

During a CharityHowTo webinar this week, 10 Super Solid Ways to Grow Your Nonprofit Email List , Kelli Karvetski noted that every year nonprofits can expect to lose 19% of their email subscribers due to donor attrition.  In addition to growing our subscriber base, this also highlights the importance of keeping our constituents engaged with our organizations.

Often after downloading a new study, I realize later that I haven’t taken the time to read it.  This is why it’s useful to use an infographic format, like Nten and Avectra did to summarize its findings on consituent engagement.

How do you measure supporter involvement with your organization?  Don’t make the mistake of thinking that just because someone once joined your email liast or made a one-time donation, that they will continue to be involved with your nonprofit in the future.

Interviewing Users (how do they really use your database?)

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This week I retweeted a post from NPEngage with highlights from a new book, Interviewing Users – How to Uncover Compelling Insights.  While the post was directed towards finding out why website traffic might be declining, this skill is particularly useful when you want to find out how staff are using (or not using) your database.  As I mentioned in Why Staff Aren’t Using Your New Database, it’s crucial to speak to those who are actually doing the daily data entry, not just their managers.

On a site visit this week interviewing users of multiple systems, I’ll be asking these questions:

  • How long have you used current system?
  • How often do you use current system, e.g. daily or only occasionally
  • Can you demonstrate how you add new records, search for existing records?
  • What do you like about current system?
  • What do you dislike about current system?
  • How were you trained to use database?
  • Do you keep data in any other places, e.g. spreadsheets, databases, paper etc. If so, why? What types of data do you maintain elsewhere? (especially important!)
  • What types of reports can you run?
  • When you experience problems, e.g. error messages, things that don’t work the way you expect them to, are you able to get help promptly?
  • Is there any difference when you access the system from different computers or browsers?
  • Do you feel that you can rely on the data that’s in your system?
  • How user-friendly do you find the current database to use?
  • Has system changed much in the time that you’ve used it?
  • How easy it is to get modifications done when needed?
  • What features, functionality would you like to see added to the database?
  • Does any data in your system also reside in other systems that you use?
  • Who else in your department uses this database?
  • Do you use documentation such as a user guide for reference?

(Note that you may get different answers in a group interview than when you speak to staff individually.)

Whether or not you’re in the process of implementing a new database, regularly seeking feedback from your users will help you find out how they’re really using what they have.,

Top 10 Resources if You’re New to Nonprofits

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If you’re new to nonprofit communicatons, fundraising or technology , here are 10 top resources you should know about:

  1. Nonprofit Technology Network (NTen) - As a long term member, I’ve learned through webinars, local 501 tech meetings, attending the annual conference and participating in a wonderful , supportive community
  2. Idealware - Wondering what software is best for your needs?  Laura Quinn’s Idealware offers impartial reports and low priced webinars to help you decide.
  3. Beth’s Blog –  Beth Kanter taught us how important social media was before it became mainstream.  Her insights are always insightful.
  4. Nonprofit Tech 2.0: A Social Media Guide for Nonprofits - Heather Mansfield offers great information in her blog, and in free/low cost webinars.
  5. Foundation Center – Databases, training, libraries focused on philanthropy.  Worth a visit if you’re in NYC (4 other offices across US)
  6. Getting Attention - Marketing guru Nancy Schwartz can help your organization develop a powerful message to your constituents
  7. John Haydon - Especially focused on Facebook, John will help optimize your social media strategy.
  8. Nonprofit Marketing Guide - Kivi Leroux Miller is a savior when you’re the only marketing / communications person at your organization;  great blog and resources.
  9. Tech Soup – Discounted software and hardware (and much more)
  10. Network for Good - Reasonably priced options for email marketing and online fundraising, and regularly scheduled training

For those nonprofit veterans, what additional resources would you add?

How Reliable Is Your Data?

When you report on your nonprofit data, do you feel confident that it is accurate?  Some quick tips:

  1. Where is your data entered?  Although you may have a central database, staff may also enter information in personal spreadsheets, databases or even handwritten notes.  You probably won’t find out unless you take the time to ask pointed questions and observe the data entry process.
  2. What type of data validation is available?  Especially if much of your data is stored in spreadsheets, there may not be any data validation in place, or it may be easy to inadvertenly change a formula without realizing there is a mistake.
  3. Do you provide ongoing training and support on your system?  Doing a few introductory sessions when a new database is rolled out isn’t sufficient.  You may find that the system that was provided a short while back no longer meets your users’ needs.
  4. Do you provide mostly drop down list of choices for your questions, or do you include many open ended or ‘notes’ fields?  Placing too much information in ‘notes’ will be a nightmare when you’re ready to run reports to analyze whether your program has met its objectives.
  5. Do you have a way to set security levels for different users – and do you promptly remove accounts for staff who have departed?  Many nonprofits don’t.

At my organization, as part of our Technology department, I work jointly with colleagues from the Research group since we share a desire to report on good data.  We regularly visit our sites to review data entry practices and recommend ways to improve data integrity.  We also explain why it is often preferable to enter data into shared databases instead of multiple spreadsheets. (Here’s a brief presentation that compares both tools.  Also see Robert Weiner’s blog post, Reigning in Shadow Databases and Laura Quinn’s insightful article, In Search of Better Data About Nonprofits’ Programs.)

Can you reply on your nonprofit’s data?

Update – Helping Our Seniors to Go Online

While working on my initiative to introduce seniors to the joys of technology and the Internet, I have met many others who share my belief that age should not be a barrier to anyone using computers as a way to stay connected to friends and family, and to make new acquaintances.

In my most recent update, I discussed David Wilcox’s insightful summary of his work for the Nominet Trust which described how to most effectively meet the needs of seniors when teaching technology, whether on a desktop, laptop, tablet computer or smart phone.  David’s latest post further describes many new resources in training seniors and suggests ways we can collaborate.  We have also had preliminary discussions on arranging an online event where we can learn from others who are already helping seniors to connect to others through technology.  (More details to come.)

On Sun, May 12, I will begin a new training initiative at a JASA senior center in Brooklyn, NY – thanks to program director Anna Bella for working with me to set this up.  (Appropriately, this is Mothers’ Day in the US, a day for connecting with our families.)  As David and I discussed via Skype earlier this week, my challenge will be to find a way to offer seniors a way to get ongoing support when they need it – a few brief classes won’t be enough to keep them engaged.

For the past few weeks, I’ve also attended a weekly Facebook Fridays session at Senior Planet, the amazing Manhattan facility that was created specifically to help seniors learn technology.  It has been rewarding to answer questions for attendees, but frustrating to realize how challenging it must be to learn an online platform that changes so rapidly.

I’m also continuing to help the Rabbi from my synagogue.  Last week I helped setup a new computer for him and his wife; now I need to do some more teaching and advise on how they can arrange for a faster Internet connection.

Another great resource I’ve learned about recently is the Veneration Project, founded by Adina Saperstein, which seeks to help older adults and their families age gracefully.

Although I’ve completed my class at Landmark Education which encouraged me to take on this project, my work has just begun.  While leading a panel at last month’s Nonprofit Technology Conference, I was pleased to meet Rick Morgan, who shares my enthusiasm for helping seniors;  we’re currently chatting about ways we can work together.  If you would like to join us in making a better life for seniors, please let me know.

Thoughts About the Boston Marathon Tragedy

It has been a week that we will never forget.  First, the senseless tragedy at the Boston Marathon that resulted in multiple deaths and injuries to so many who were simply enjoying a holiday event.  Then, the uncertainty of how long it might take to discover who was responsible – and the realization that like some other terrorist attacks, we might never know the full story.  Finally, the hunt intensifying Friday in Watertown with the total shutdown of Boston but culminating with the capture of the remaining suspect.

Personally, this was very significant for me.  I’ve traveled to Boston many times and am especially fond of the Back Bay area where the explosions were set off.  I will be visiting there again in early June for work.  One of my earliest girl friends, Pamela, briefly lived in Watertown when I first go to know her.  Even though it’s been a while since I’ve been there, watching Watertown as the focus of a crime investigation hit very close to home.

It is very gratifying that the remaining suspect has been captured so quickly, thanks to the hard work of the Massachusettes police.  It’s hard to imagine how difficult it must have been for Watertown residents to wait in their homes while yesterday’s events unfolded, not knowing how long they would have to live in fear.

For nonprofits, the best response I saw this week was Nancy Schwartz’s post, How to Communicate in the Midst of Tragedy.  Having long been a proponent of editorial calendars and since I usually schedule many of my social media posts in advance, this was a clear reminder that sometimes we have to prepared to shift gears in our communications to our constituents.

Now, as more details come out about the Tsarnaev brothers, it is very important that we don’t use this as an opportunity to rationalize hate for any group or religion, as mentioned by the Tanenbaum Center, an organization which seeks to promote mutual respect of all religious beliefs.  Teaching Tolerance is also a great resource for educating our children.  We may never understand the motivation behind this crime – as if there would be any reason to want to kill an eight-year-old or to use nails in an explosive device to maximize injuries.  But we must somehow learn to live with each other peacefully.

It is also very sad that legislation to tighten gun control stalled this week, months after so many children lost their lives in Sandy Hook, Connecticut.  No, this wouldn’t have prevented the latest horror that unfolded in Boston using ‘home made’ explosives, but surely making it more difficult to obtain guns would help to reduce senseless violence.

To everyone in the Boston area who is recovering from injuries sustained in this week’s tragedy, and to those who are mourning losses of family members and friends, wishing you comfort and peace.

Report from Nonprofit Technology Conference

This week I had the pleasure of attending the annual Nonprofit Technology Conference, this year held in Minneapolis, MN.  I moderated a session on Why Organization Structure Matters for Online Success.  (Ryan’s presentation is here.) Thanks to my panelists: Rusty Burwell, American Lung Association; Ryan Davis, Blue State Digital; Ted Fickes, Bright+3, and Mark Pothier, Golden Gate National Parks Conservancy.)  Some takeaways from our discussion with each other and attendees:

  • No matter what your role is in at your organization, you can be a leader by acting how you would like others to behave.
  • Look for ways to build collaboration and partnership between departments through regular interaction, not just during special projects.   For example, try a ’lunch and learn’ where one department explains its work to others who may not be familiar with it.  If possible, arrange to seat near those in other groups and go to to lunch with co-workers beyond your deparatment
  • Make sure management understands what you are doing;  provide dashboards or other regular reports to clearly demonstrate impact of the digital/online team
  • There isn’t any ideal ‘structure’ that works for online success, but a culture of collaboration usually exists in organizations that do this well
  • ‘The answer to every question is yes.’  Look for ways you can accommodate requests for online initiatives;  explain what other priorities you’re already dealing with
  • Encourage everyone to contribute social media content, not just the communications folks
  • Read about Greenpeace’s Mobilisation Lab for a great example of digital innovation

Other sessions I attended with some quick takeaways:

  • Fundraising: The Rise of Boomers and Digital (Jeff Regan, Merkle Inc; Helene Vallone, U.S. Fund for Unicef) – it’s not a choice between acquisition and retention, we must do both.
  • Mindful Engagement at Work and in Life (Aaron Pava, Civic Action) and Mindful or Mind Full Social Media: Techniques and Tricks to Focus in an Age of Distraction (Jana Byington-Smith, Mercy; Rob Cottingham, Social Signal and blogger/master trainer Beth Kanter) – both sessions provided an important reminder for us to manage our attention (not only our time) and to engage with our colleagues at the conference, not only with our phone/computer screens
  • The Three Faces of the Digital Manager: Lover, Fighter and Michael Jackson (Laura Brahm, Open Society Foundations; Danielle Brigida, National Wildlife Foundation; Jed Miller, Revenue Watch Institute; Yesenia Sotelo, SmartCause Digital) – develop relationships – your colleagues have to love you more than they hate change.
  • Project Management: Choosing the Right PM Tools and Approach for Disparate Projects (Peter Campbell, Legal Services Corporation) – try using PM tools similar to software your staff already uses, e.g. SmartSheet
  • Data Is From Mars, Nonprofits Are from Venus (Robert Weiner, Robert L. Weiner Consulting & Tracy Kronzak, Heller Consulting) – after people, data is your most important asset (via John Kenyon)
  • Keys to Post-Implementation Tech Success (Missy Longshore, Longshore Consulting) – training must be ongoing – it’s not a one-time thing.  Using Poll Everywhere for online feedback kept attendees actively engaged.

Dan Pallotta gave a stirring plenary based on his book, Uncharitable: How Restraints on Nonprofits Undermine Their Potential.  Make sure you see his TEDTalk video.

Thanks to the Nten staff which had a particularly challenging job this year due to recent staff departures including long time Executive Director Holly Ross (we missed you Holly), but which pulled through admirably.

Missed 13NTC?  If you’re in NYC April 30, I’ll be participating in a conference recap at the next 501TechNYC event.  Hope to see you there.

Making Your Holiday More Meaningful

Whether you’re observing Passover or Easter this week, here are some simple steps to make your holiday celebration a bit more meaningful:

  1. Consider who you can invite to your celebrations who may not have family or friends to be with. Holidays can be very lonely to those who those who have lost loved ones or who are far away from the people they care about.  Join my project to help seniors to connect more with others through technology.
  2. Visits websites such as Exodus Conversations to learn about other faiths that you may not be familiar.  Notice how while we observe holidays differently, we share many of the same beliefs
  3. Look for ways to make your holidays more memorable through resources like Creating Lively Passover Seders (or companion website LIvely Seders).  Encourage questions about your traditions, and try out some new customs.
  4. Use this week as an opportunity to reconnect with others who you haven’t spoken with in a while. (Phone is best, but even email or social media can help reestablish an old friendship.)  Many of us get so wrapped up in work or other obligations that we forget to stay in touch with relatives and friends we rarely see in person.
  5. Help others who are hungry year-round by donating to Mazon or volunteering for an organization like God’s Love We Deliver that helps to feed those with serious illnesses.

Have a great holiday, and it will be even nicer if you make it wonderful for others too.

Why Staff Aren’t Using Your New Database

Change is often difficult, especially when nonprofit staff need to adapt to new database software.  But sometimes when we’ve spent considerable time involving end users in the development process to gain their support, we’re disappointed later that when they resist using the new product.  Especially when we know that the new software is a vast improvement over what they used before.

My colleague at the Center for Court Innovation recently reminded me why this happens.  The problem isn’t that we don’t involve users in the process, the issue is which users we include.  If I include only the managers, we only get a limited perspective.  To get the full picture of how tables, screens, reports should be configured, we need to talk to those who actually do the data entry.  Managers sometimes are so removed from the process so that they aren’t aware how staff actually do the work.

The challenge in implementing this advice is communicate to managers at the beginning of the project that you will need to involve all staff in the process, then do so.  This will avoid their getting upset that you are working around them by later asking to speak to their staff directly.  And of course, make sure not to embarrass the supervisors who may eventually realize that their view of the business process isn’t consistent with what’s actually happening.

If you have worked on projects that don’t work out as you hoped even though everything seemed to flow smoothly, ask whether you’ve taken the time to speak to everyone who will use the new system.  No matter how ‘improved’ the product, staff won’t be happy using new software if they haven’t been included in the design and implementation process.

(Thanks to Jethro Antoine at Newark Community Solutions for this great tip.  Read his blog on Community Justice in Newark.)

Update – Helping Our Seniors to Go Online

Recently I announced an initiative I am leading to help seniors to become more comfortable with technology and the Internet.  This week I read an insightful draft paper by David Wilcox in London which explores Using Digital Technology Later in Life.  Major points:

  1. One digital size won’t fit all. Training seniors on technology must be individualized based on their particular interests and the personal challenges they are facing.
  2. Start with devices seniors are already familiar with, such as a ‘smart’ TV.  It may not be necessary for them to use a traditional computer.
  3. Digital skills may be needed to obtain some public services commonly needed by seniors.  For example, considering the Post Office’s current challenges, soon it may not be an option to mail a traditional letter.
  4. Make tech learning a social opportunity to interact with other seniors and to share knowledge.
  5. Since we are living longer, designing improved interfaces and usability makes business sense for developers and hardware companies.
  6. To address social isolation, blend online with offline, such as face-to-face activities (which seniors are already comfortable with).
  7. Encourage those who care for seniors to also help with technology.  Remember that many seniors will need to hear ideas many times before they stick – as it is for most of us.
  8. Many seniors desperately seek more connection with family and friends. Show them how going online will make this easier – and ask family and friends to help .
  9. Encourage seniors who are already tech savvy to teach other seniors;  peer-to-peer sharing is invaluable.
  10. Ask those who already provide digital training and support for ideas on what works (and what doesn’t) with any age.

This week I began teaching the rabbi of my synagogue how to use the web, e.g. searching for ideas on what to present in his next sermon.  Since he is a very well read and learned man, I can already see his enthusiasm in discovering the unlimited resources available online.  (I’m also helping him to update his computer equipment, which will make his experience much more enjoyable.)

For an example of wonderful programs to help seniors with technology in NYC, take a class with SeniorNet and visit the new Senior Planet Exploration Center sponsored by OATS (Older Adults Technology Services) which officially opened this week. I am also working with JASA to develop a training initiatives at senior centers in Brooklyn. Please contact me for join me in this important work.