Category Archives: communications

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.

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?

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.

Quick Guide to Starting A Nonprofit Blog

(Guest Post from Roxanne Reyes)  My add-on – make sure you can commit to regular updates.

Getting Started with BloggingHaving a nonprofit blog is a convenient way of sharing ideas and news about your organization. Unlike social media profiles that only have limited characters for your updates, blogs can be as long as you want, giving you more room for writing.

A blog will help you to share your thoughts and photos to others. You might also attract more sponsors for your next event. So to start your own nonprofit blog, follow these tips:

Do your research about nonprofit blogs

Before you dive in and start working on your blog’s layout and content, check out examples from other organizations. You will learn about the writing style and approach that blog posts should have, as well as how a nonprofit blog should be designed.

Know the purpose of your blog

Why are you building a blog? Be sure to stay on track when posting updates or entries. Avoid posts that don’t relate to your purpose.

Decide on who will write for blog

Just like how it is for newspapers or magazines, you should have an appointed writer or blogger to handle your nonprofit blog. So your site will hae a consistent style, keep staff handling the blog to a minimum. It can be hard for others to post to your blog unless they first understand its purpose.

Add social media share buttons on your blog

Since social media sites are so popular now, keep your blog connected. Add share buttons to your blog, using plugins like AddThis and ShareThis. This will help you reach more constituents.

Be active on social media sites

Sign up for sites like Facebook, Twitter, Pinterest, and Instagram. Share photos or teasers to your blog updates here and attract viewers. If it interests others, then you might even win an added share or like on these websites.

Include your blog’s URL on your promotional materials

Get more exposure for your nonprofit blog by referencing it on marketing tools like business cards, flyers, or brochures. Make it a part of your contact information so people will visit to find out more about your organization. A more creative way of doing this tip is to use QR codes for your blog’s URL. People owning smartphones might be intrigued to go and check out what your code will show.

By trying out these ideas, it should be a breeze for you to have your own nonprofit blog. Just remember to consider it as a way to reach your organization’s goals. So, stay true on the posts you’ll be making and be sure to respond to comments. After all, it’s a start of interaction with people who may eventually become supporters of your nonprofit.

Roxanne Reyes is an online writer who believes in supporting nonprofit organizations, volunteers, and advocacies that would benefit children, nature, and animals.  She currently writes for PrintRunner, a friendly printing company for brochure printing and an active partner to NPOs through its nonprofit program.

More 2012 Blog Highlights

Continuing from last week’s post, these are topics I wrote about on Nonprofit Bridge in 2012:

Wishing you a healthy and joyful 2013!  Hope to see many of you at next year’s Nonprofit Technology Conference in Minneapolis in April, where I’ll be leading a panel on Why Organization Structure Matters for Online Success.

Open Letter to Charities I Support – Get to Know Me

Ironically, although I advised nonprofits last week to ramp up their year-end fundraising efforts, I cringe at the mass of direct mail and emails I’ll be receiving this month from the charities I support.  Like many donors, I consistently give to the same organizations each year, and it’s unlikely that repeated solicitations will convince me to give more – although they might persuade me not to give at all.

Recently, I received this letter from the Southern Poverty Law Center which fights hate and promotes tolerance, but sends me more direct mail than I would like.  So here’s my suggestions for how you can get to know me better and keep me as a supporter:

  1. Look at my giving history.  Most of my gifts have been smaller than the $250 you keep defaulting as the minimum suggested amount on your letter.
  2. Update your records.  You keep addressing mail to me and my wife even though we’re no longer living together.
  3. Cut the paper volume.  All of my recent gifts have been online.  Don’t use my donations to keep supporting the Post Office.
  4. I usually make my gifts near year-end.  So don’t send me multiple renewal notices many months before and then follow-up with a ‘final renewal request’ in early December.
  5. In case you’re unsure, ask me how I would like to be communicated with.  Better yet, give me a way online to update my address, phone, email & communication preferences – and then respect my choices.
  6. Please don’t sell my name to other organizations who do similar work – I’d rather find them on my own.
  7. Keep it short and use bulleted lists (which they actually did well here).  Whether on paper or online, I rarely read through the entire letter.

Yes, I’ll continue to support you as long as you do great work.  But please use my gifts responsibly and take the time to get to know me.

A Simple Tip on How to Communicate With Your Constituents

When you reach out to your friends, do you notice that each has a preference for how to stay in touch?

Like myself, some of my friends are quick to respond to email messages.  Others seem to spend most of their time on Facebook, and hardly notice any messages that aren’t sent within Facebook.  Others rely mostly on multiple back and forth text messages, even in situations when a quick phone conversation would seem to be more efficient.  But sometimes their phone is charging or off, so they don’t reply to texts for a while.

So what’s my point?  Don’t presume that others communicate the way you do.  Everyone has their own preferred method.  If you take the time to ask constituents how they would like to be communicated with or if you simply notice how they connect with your nonprofit, you’ll be much more successful in your communications.

So in addition to not ‘sending everything to everyone,’ don’t reach out the same way to all supporters.  Instead, use a multi-channel approach which takes into account your audience’s preferred communication style.

Finally, remember that under 20% of your email subscribers will open your messages and even fewer of your Facebook followers will ever see your posts.  So consider sending multiple messages on the same topic customized for different channels.

The Death of Common Ground

I’ve worked with Convio’s software, but its most interesting product in recent years has been Common Ground, which unlike Luminate, uses Salesforce as the back end platform.  Salesforce is a terrific product, provides great connectivity to other software and can be configured with many add-ons to meet specific organization requirements.

When Blackbaud announced it was acquiring Convio earlier this year, I thought for sure they would consider Common Ground the prize, as it provides online functionality that is missing from many of Blackbaud’s core products. I also appealed to Blackbaud to be thoughtful about how it choosed to go forward with Convio’s products and staff.

But now, it turns out, Common Ground is dead, and maybe Luminate will be next.

My friend and colleague Robert Weiner has posted a very informative blog post which includes many insightful comments – make sure to read Tompkins Spann’s explanation of the history and different versions of Common Ground.  Groundwire has also responded as has Cloud for Good and the Salesforce Foundation.  Blackbaud is also offering a Common Ground Town Hall to discuss its upcoming retirement of this product.

I’m disappointed that Blackbaud has made this decision, especially since it has had such a good record in the past of continuing to support products that it has acquired.  If your nonprofit is affected, take your time before choosing your next step.  If possible, consider staying with Salesforce, which isn’t going anywhere and continues to have the support of a company which has always been a strong supporter of the nonprofit community.

Maybe not coincidentally, Gene Austin, former Convio CEO, has announced that he is leaving Blackbaud.  Thanks for your great work in building Convio, Gene, and best of luck in your future endeavors.

Update 9/19/12 – Blackbaud’s Luminate and Luminate CRM products use Force.com and Salesforce respectively on back end.  Blackbaud also hosted an informative town hall session last week to discuss its decision to retire Common Ground.  Listen to recording here, also read updates in Robert Weiner’s blog and in Blackbaud’s Connection Cafe.

Update 9/21/12 - Had a lengthy conversation with Steve MacLaughlin at Blackbaud;  he hopes to provide a diagram soon to clarify the relationship between Luminate Online (formerly Convio COM), Luminate CRM (renaming of Common Ground product released in 2008) and ‘new’ Common Ground released in 2011 (only Convio product that is being retired.)

Social Media + CRM = A New Way to Segment Your Constituents

By now, you’re probably convinced that it’s a good idea to encourage constituents to follow your organization on social media sites such as Facebook and Twitter.  You’ve also heard that it’s important to generate content that your audience will want to engage with and to share with others.  You (hopefully) have a constituent relationship management (CRM) database where you maintain information about your supporters, which you then use to target your communications.

What is there’s a better way to use these systems together?  At a webinar yesterday given by Common Knowledge, Small Act founder Casey Golden discussed how some of his clients are doing just that – integrating social media data into CRM to build a more complete profile of constituents.  Clearly, supporters who are more ‘social’ are also more likely to spread the word about your cause and to promote your fundraising campaigns.

Especially if you’re planning to implement a new CRM, ask how social data can be tracked within.  My take – this will eventually be as common as including a constituent’s email address, physical address and phone number. Including social data will provide you with an entirely new way to segment your audience so you can communicate differently with your ‘social’ supporters.

P.S. With help of a great WordPress essential training course at Lynda.com, I’ve made several cosmetic improvements to my website this week – let me know what you think.

What’s New in ePhilanthropy

Should we focus on one website that can be used effectively on a desktop, tablet or phone?  Usability expert Jakob Nielsen suggests developing a separate mobile website. But Smashing Magazine disagrees, saying We Shouldn’t Make Separate Mobile Websites.  My take: if you have the in-house expertise or can afford to hire outside experts,  take a responsive design approach so that your display adjusts to browser screen size.  (If you’re in NYC, learn how at this free event at Noble Desktop on Sep. 19.)

At least for now, mobile apps can be more user friendly than a mobile website.  If you decide to develop a mobile app, here’s some tips to get started.  My take – unless you have a compelling reason for an app, focus on the mobile website first.

On your website and on social media, it’s all about engagement.  Here’s 37 Tips to Engage Your Website Visitors, 27 Ways to Increase Engagement on Your Facebook Page and Better Facebook Engagement in 5 Easy Lessons.  Reminder – if your Facebook fans don’t interact with your posts (likes, comments, shares), they eventually won’t see your updates.  (This shouldn’t be too surprising – less than 20% of your email subscribers probably open your enewsletters – but at least they receive it in their inbox.)

Want to make sure your offline and online communications are in synch.  Start by creating an editorial calendar.  (It doesn’t have to be fancy – MS Excel will work fine.)  Then reuse content in both your enewsletters and social media posts.

It’s usually much easier to keep your current donors than to acquire new contributors. Here’s why donors become ex-donors and some ways to keep them connected with your cause and your organization.