Your hurt pride is beside the point: More lessons from the DNC

I have been getting a lot of inspiration from the Democratic National Committee lately...but unfortunately, it's probably not the kind of inspiration they're aiming to deliver. Not to pile on after my last post, but I just can't help myself: Get your comms act together, DNC!

Last week, I received an emailed invitation to help the DNC chart their direction moving forward. On the surface, this is a great idea. People love to armchair quarterback -- clearly, I'm no exception! -- and surveys are a proven way to engage donors. Even if a survey-responder doesn't donate at the time of the survey, she's much more likely to give later on.

But take a look at the copy they used:

Let's start with the headline: "Let's rebuild this party together." 

"Rebuild" is a terrible choice here. It tells donors that the organization is wallowing in their failures. It tells donors that the party is a mess. It immediately puts the DNC on the defensive, sounding more like a disaster-relief fundraiser than a political powerhouse.

And sure, the DNC probably does need to do some rebuilding. But their use of that word tells me they don't have a clue what their audience needs right now. Democrats across the country are frightened and angry, and they're begging for someone to come out swinging on their and the country's behalf. Rebuilding the DNC is not going to make sure people have healthcare next year. It's not going to stop hate crimes or protect our civil liberties or keep us safe from nuclear war. 

I do like the urgency of "right now," but it's lost with the weakness of "rebuild." 

And last -- but definitely not least -- using "Let's" here is such a waste of a headline. Yes, people want to feel like they're part of something bigger than themselves, but they also want to feel like their individual contribution to that something bigger is valued. A well-placed "you" would make this ask so much more compelling.

Imagine the difference if the headline read something more like this:

We're gearing up for the fight of our lives...and YOU can help us start right now!

Take a look at that line: "...building a Democratic Party we can all be proud of." Does that make you want to leap off your sofa and take action? Then it's not doing its job.

Fundraising and activist communication are both about one thing: getting the donor to act. Whether you're just asking her to fill out a survey, or you want her to give a gift (this piece asks for both), you want to get your potential donor so fired up that she can't help but open her heart and her wallet for your cause.

Sure, we'd like to know our donors are proud of our efforts. But donor pride shouldn't be the end-goal. The end-goal is building a better world, not building a better organization.

Here's another harsh truth: donors don't give because they care about your organization. They give because they care about what your organization does. They give because in doing so, they feel like they are shaping the world they want to see. 

Fundraising copy should be about action. It should be inspiring. It should be moving and focused on the donor. It should be bold and visionary and fiercely committed to making the world a better place.

Anything less is insulting to the donors who give you their hard-earned money...and unlikely to give you the results you really want.

Fundraising Yoga: The 4 C's

Back when I took my first yoga class, the teacher warned us to avoid "The 4 C's." I have kept that advice in the back of my mind in the 25 years since that class, and I've found it to be good advice for yoga, for daily life, and for fundraising.

But while The 4 C's are big Don'ts, they can lead to some even bigger Do's.

Don't Compare

It's tempting to look at other organizations in your sector and wonder why you don't have the same name recognition or the number of donors that they boast. But comparisons don't move you forward. Instead, they tend to get you mired in picking apart your flaws and all the ways you can't measure up.

Do Study and Learn

Where it's damaging to compare, it can actually be really helpful to look at what an organization is doing to get that name recognition or secure that donor loyalty. Study their direct mail and see if there are ideas -- packages or techniques -- that you think your donors might respond to. Learn what you can about how they engage the press or work social media and see if you can find ways to boost your own organization. 

Don't Compete

I was at a children's soccer game recently where a parent was so upset that his son's team was losing that he lost it. He began yelling at an eight-year-old child on the opposing team and had to be escorted out of the park. It didn't help his son  or his son's team play better, it didn't increase anyone's enjoyment of the game, and it didn't change the outcome. Our culture tends to laud competitiveness, and while some drive to win is a good thing, in general, competing in fundraising isn't going to get you where you want to go.

Do Collaborate

Instead, try collaborating. If there's another organization in your sector that is performing better than you in their fundraising efforts, reach out to them and see if they'll share some of their secrets. Reach across sectors to find like-minded colleagues to work with. (Some of my biggest successes come from looking at what organizations in totally different arenas -- including for-profit companies -- are doing.) Different minds have different takes on the same situation, and working together can help everyone succeed.

Don't Complain

I like to complain as much as the next person. But let's face it: Nobody likes a whiner. And where does it get you anyway? That ten minutes you just spent jawing about a rotten situation is ten minutes you could have spent fixing it.

Do Embrace Challenges

Fundraising -- like life -- doesn't promise to be easy, comfortable or fun. I wish it did, but instead, it promises one challenge after another. So embrace those challenges. Come up with creative ways to solve them. You might come up with the next Velcro. And even if you don't, at the very least, you'll be moving forward instead of wallowing in the same old problems.

Don't Criticize

Criticism has no place in yoga, where the idea is to do the best practice you are capable of doing at that moment. But what about in the nonprofit world? Shouldn't we criticize in order to produce the best possible outcome -- whether we're writing a fundraising letter or developing a new outreach program?

Do Critique

Criticism doesn't leave a whole lot of room for what's going right, which is often just as important -- if not more -- than what's going wrong. In their fantastic book on change, Switch: How to Change Things When Change is Hard, Chip and Dan Heath talk about one of the key steps that people who successfully change situations take: following the bright spots. By looking at what is working and trying to do more of that, we're usually more successful than if we look at what's not working and try to change it. In other words, endless criticism is not going to get you where you want to go as fast as thoughtful critique.

Away we go!

I launched my own consulting practice -- and my own website -- in 2009 after a dozen years of working for others. The last almost-seven years have been incredibly gratifying (and occasionally terrifying), and through it all I've learned a great deal about the kind of consultant I want to be.

It was time for the public face of my business to reflect that. Over the last few months, I've been working behind the scenes on developing a new look for my website, and I'm finally ready to unveil it! 

It's much easier for me to tell someone else's story than to tell my own. So I anticipate that over the next few months, I will undoubtedly refine the site, hone my image, tone and content, and -- fingers crossed! -- develop and implement new tools to reflect my passion for helping nonprofits communicate effectively. 

I'll be sure to share anything I learn along the way.

In the meantime, let me know what you think in the comments!

The Activist Attitude: 5 Ways to Fundraise like an Activist

Earlier this week, I talked about cultivating an Activist Attitude. Now we're going to get down to the nitty-gritty: what can you do in your fundraising to frame your organization in a more activist, we're-changing-the-world way?

Here are 5 ways to fundraise like an activist:

1. Include an Involvement Device.

For more traditionally activist organizations, this is often a petition to a person in authority. They work. Not only do they inspire people to respond to your direct mail or your email solicitation, but they also show you who your most passionate and engaged supporters are.

But you don't have to do a petition to involve your donors! Try a survey. Ask donors what they think about various aspects of your work or the issue you're focused on. One client had such good results with the survey they used in Acquisition, that they included one in a renewal effort, as well.

Another great involvement device that doesn't get used often enough is asking your donors to sign a Declaration of Support. This gets donors signing on to your mission, making them a key player in your work. And you can use these signed declarations in a variety of ways, from delivering them to a decision-maker or displaying them prominently in your headquarters as a Wall of Support.

2. Have an Urgent Call to Action. 

You know urgency is key to fundraising, so pair it with a call to action. For many activist organizations, this is tied to a specific campaign, but if you've got your Activist Attitude turned on, you'll see many ways to use it.

Your donors have full lives, so you need to give them a reason not to set that fundraising piece down on the “I’ll get to this later” pile.

Make your asks urgent. Tell your donors you need their help NOW. Better yet, give them a deadline by which to act. And make it sooner rather than later. Plaster that deadline on the outer envelope, on the reply form, in the letter and on the reply envelope. Explain to them why it’s so important that they act fast.

And give them specifics about what you're asking them to do. Tell them how much you want them to give or what you want them to sign and what that action will do.

Instead of "You can feed the hungry this winter", think: "Respond within 14 days to feed hungry families this month!" Or "Your gift of $XX will feed YY hungry families -- give now!"

3. Find an Enemy. 

Your enemy doesn't have to be a political leader, as it is for many activist organizations. An enemy can be abstract, like the weather. Or it can be systemic, a bureaucracy that your organization helps people navigate. Enemies are fundraising gold. Is someone trying to stop you from accomplishing what you need to accomplish? Is there a system standing between you and success?

People love rooting for the little guy. When you have powerful forces arrayed against you, your donors will want to help you.

Need a softer "enemy"? Think roadblocks or obstacles instead. Staff stretched too thin? Funding troubles? Lack of awareness about your organization or a particular program?

All of these roadblocks can be cast as enemies, forcing your audience to wonder how you can possibly overcome. (And of course, you’ll tell them that THEY are the key to solving any problem that comes your way!)

4. Empower Your Donors.

You already know you need to be donor-centric, right? Well, a really great way to be donor-centric is to tell them this truth: they are changing the world. Every time a donor makes a gift, volunteers, or takes an action on your behalf, they are saying, "Yes, I want to help your organization solve this problem!"

Activist organizations understand this inherently, and they let their donors know that their enthusiastic embrace of their missions makes a difference. They give them many opportunities to participate -- from telephone town halls, to news updates via email and in the mail, to gatherings with organizational leadership, and social media engagement.

Your donors are your tribe, the heroes who make your work possible. Your donors wield a great deal of power to re-shape the world in the way you're working to reshape it. Engage them in conversation, listen to their voices, and give them as many opportunities as you can to use their power!

5. Embrace Your Righteousness.

You believe your cause is important, right? You are passionate about the work you do and believe that it is critical to creating a better world for us all. Embrace that.

Successful activist organizations stick to their messages because they know without a doubt that they are right. They own it, and they don't back down -- they fight hard and don't compromise their beliefs. And that righteousness breeds trust in those who share their vision.

Don't be afraid to stand up for your mission. And don't apologize for your passions. Yes, there may very well be causes that are more life-and-death than yours. But your donors are looking to you for leadership on your issue. And your work is right.

Above all, embrace your Activist Attitude!

With a little more activism injected into your fundraising, you just might see more energy among your staff, your supporters and your fundraising.

You Are an Activist

If you work in the nonprofit industry, you want to change the world. Whether you're trying to find homes for abandoned animals, feeding hungry children, working to cure an incurable disease, or committed to bringing more art into your community, you're out to create a different world than the one we have today.

The status quo isn't good enough for you. You want the world to be better.

You are an activist.

Funny thing is, when I use this word with a potential client, I can tell right off if we're a good fit by their reaction. Some fundraisers embrace their activism, understanding that whether or not they are petitioning Congress or staging demonstrations, activism is inherent in everything their organization does.

Other organizations shy away. They prefer to think of themselves in terms of social good, community benefit, outreach or education. Anything but activists.

Forget for a moment about what you think your organization does. What does your donor think? Does Verna give because you're doing good work? Or does she give because you are changing the world?

After almost 20 years working with a broad spectrum of nonprofit clients, I've come to believe that if you want to raise more money and encourage more loyalty in your donors, cultivating an Activist Attitude is where it's at.

A Case Study of Environmental Organizations

Let's put this in real terms by talking about two different environmental groups.

Group A is a venerable institution in the environmental world, with a 40-year history and a host of achievements.

Group B is a newer organization with a fierce passion for their work.

Both are international in scope. Both stage protests and work collaboratively with other organizations. Both do a fair amount of cage rattling at the national and international level. Both have impressive track records in their areas.

Group A wants to be seen as on-the-ground activists, out to fight for our planet. Group B insists on presenting their work as education and community outreach. Even their protests and petitions to governments and governmental bodies is couched in terms of local empowerment, not activism.

Group A has doubled in size in the last two years. Group B has...not.

A Case Study from the Arts and Culture World

An acquaintance works for an arts organization that has always struggled to raise money. They can articulate why art is important, they believe in the critical importance of their work, but they were in danger of disappearing because they couldn't get the funding they needed.

We discussed their problems, and I asked if she'd ever thought of making the case that the organization was addressing very real and persistent problems in the community -- that it was changing the world through its work.

They tiptoed into a more activist tone in their next appeal, and it garnered the best response of the year.

Later this week, I'll post more about how to fundraise like an activist organization. But for now, take some time to remember that you wouldn't be doing the work you do if you didn't think the world needed to change. Don your Activist Attitude!

You are an activist. And you can fundraise like one.

A Pep Talk

When you're reading blogs like this one, you often get complex information presented as easy-to-remember slogans and buzzwords: It's all about relationships! Friendraising! Storytelling! Three simple ways to... It all sounds so easy. I often find myself reading a few blog posts, attending a webinar or two and coming away believing I should be able to incorporate all my new knowledge without a hitch. It rarely goes so smoothly as I think it should.

It takes time and effort to perfect new techniques.

I see a lot of organizations jump on a trend or try a new way of doing things, only to abandon it when it doesn't pay off immediately. But how likely is it that you are able to stand up on your first attempt at surfing? Won't you have to learn how to read the waves, move your body in relationship to the water and the board, and teach your muscles how to maintain a new kind of balance?

The same is true for fundraising tools. You may need to work on your new skills over many months and many mailings, tweaking and perfecting constantly, before you see your efforts bear fruit.

In other words: practice, practice, practice.

People who write blog posts with "easy" new tools have been working with those tools for years. Many of the writing tips and techniques I talk about are skills I've been honing for decades.

So if you try something you read on a blog or learned at a fundraising conference once and it didn't work…give yourself a pat on the back for trying something new. And then try again.

Are You a Non-Profit Rock Star?

Independent musicians are often technological trailblazers. From their embrace of social media, to their march toward different ways of engaging fans and selling their music, a lot of indie bands have been on the cutting edge of the intersection of technology and commerce. So I like to keep an eye on what they're doing. This post caught my attention last week, and although it's written specifically for indie bands, I think it has a lot of great lessons for nonprofits as they try to navigate high-tech waters and engage their donors -- particularly the next generation of donors.

So here are my suggestions for nonprofits who want to make the leap to nonprofit rock star:

Rethink the Way You Build Your Donor Base

This isn't going to happen overnight, but a lot of organizations are already starting to look at how they're acquiring donors and how they can do it better. Direct mail is still a viable way to go, and the Web is certainly upping its numbers ever year. But what else could you do?

• Deliver quality content. Too many organizations send out email blasts because they're on the schedule, not because they have something important, interesting and actionable to say. Send emails your recipients want to open. Try surveys or petitions to get them involved. Link to articles you found interesting. Send a video greeting from your ED or a celebrity supporter. And please, resist the urge to bombard them with asks for money.
• Be social on your social media. Engage with your followers. Start conversations, send good wishes, share cool information or funny videos. Don't be so scripted and regulated that you sound like an institution -- let your organization's unique charm and personality shine through.
• Give your donors the Thing they want. Why do people give to your organization? What do they hope to accomplish? Why YOU? Deliver that. Tell stories, stream video, thank them. Make them feel like a vital part of your work.

Find New Revenue Streams

This isn't just for indie bands. Nonprofits need to get creative with their fundraising if they want to raise more money. And today, there are as many ways to do that as there are organizations.

Of course, there are the tried and true ways to expand your revenue stream. If you're not already maintaining a Sustainer program, encouraging Planned Giving, and working on upgrading current members to higher giving levels, well…get on that!

But consider these other ideas, too.

• Crowdfunding for specific campaigns, or for events like birthdays, weddings, bar and bat mitzvahs and anniversaries.
• A "store" that sells itemized portions of your work. $25 to feed a puppy for a month. $100 to save five acres of rainforest. You get the idea.
• If your ED or board members travel, consider asking them to host members-only house parties or other events in the cities they visit. It's a great opportunity for some face-to-face fundraising, and it makes your donors feel valued.

Stop Believing in the Magic Bullet

There is no magic bullet. There is no one fundraising solution that will work for now and for always. You're going to have to continually reinvent your fundraising as new tools become available and as donors become more sophisticated. That doesn't mean throwing out the tools that got you where you are today, though.

You need to have a whole catalog of songs, oldies and new releases, to play for your donors if you want to be a nonprofit rock star.

You Are Not Your Brand

The other day, I spied an interesting conversation on Twitter about author branding. And while the conversation revolved around those who write books for a living, I think many of the ideas apply to nonprofit organizations as well.

Here's the tweet that started it from author Chuck Wendig: Referring to your "brand" is another way of saying "here's the carefully constructed, safe, corporate lie I need you to believe about me."

One of the things I love about writing for nonprofits is that, when I get it right, it can take all those meetings and reports and outreach that you do each and every day and make it all personal. The donors reading your direct mail -- or, really, any marketing or fundraising copy you write -- should be able to feel the conviction, passion and tireless effort behind what you do and get a sense of the personality behind your organization...not the brand.

So here's my PSA for the day: Stop talking about branding!

It's boring. It's obnoxious. And your donors don't care.

Instead, talk about who you are -- your identity.

Your brand is an image. It's helpful when you want people to recognize your organization at a glance. It's great shorthand for marketing. But it's not who you are.

Your identity is the soul and vision of your organization, what you hope to achieve, now and into the future. What does your organization care about? Why do you care? Why is it so important? What will be better in the world because you're working on this issue?

That's what your donors care about. Branding is just the fancy icing your marketing and communications team puts on the delicious cake that is your organization.

Don't let the marcomm team tell you "That issue isn't part of your brand." That gets you stuck in a rut, and there's no better way to stop caring about what you do than to make it so rote and routine that it ceases to matter -- to you or to anyone else.

If you're working on it, and you care about it and it will make the world better, it's part of YOU.

Are you a scrappy band of rabble-rousers? Or a firmly established group making changes from the inside? You may be tempted to straddle the line or try to be all things to your donors, but if you want your identity to be authentic -- and you do -- you have to make a choice about who you are as an organization. And then stick to it in all your copy.

As Chuck Wendig said a bit later in the conversation, "Just be the best version of yourself. Let everyone else worry and talk about your brand."

Celebrity Endorsements and You

A lot of organizations I've worked with are fortunate to have celebrity supporters and allies, so I've spent my fair share of time discussing how best to leverage that kind of high-profile support. It's not always clear or easy to take advantage of a big name on your donor roll, so I wanted to share some of my thoughts.

First, a "celebrity" isn't just a famous actor or musician. It can be anyone related to your specific community who has name recognition and credibility. For a health-related nonprofit, that might be a super-star physician, for a science advocacy group, a former astronaut or Nobel Prize-winner. For fundraising purposes, a "celebrity" is anyone your supporters will recognize and relate to.

So, you've noticed a prominent person has started giving to your organization. Or you've got a famous board member. Or a celebrity tweeted their admiration for your mission to their 600,000 followers. How can you use their support to generate even more love for your cause?

Five Ways to Use Your Celebrity Supporters

• Ask them to be the Chair (or Honorary Chair) of a specific Membership group, probably a high-dollar giving group. This can involve anything from simply signing fundraising materials directed at the group, to taking a more active role, depending on their interests, time and level of commitment.
• Ask them to sign a Prospecting Letter or a Lift Letter in your Acquisition package. NRDC and Friends of the Earth both use celebrity signers -- actors known for their environmental passions -- in their acquisition packages to great success.
• Ask them to make a video expressing why they support your organization and asking others to do the same. You can post this on the Web or send it in your e-mail newsletter as an extra endorsement for what you do.
• Ask them to host (even in an honorary capacity) a major special event. A good name will draw more people to your event, and their participation can lend a "stamp of approval" that inspires others to give.
• Present them with an award at a major special event. An alternative to asking them to host, this technique can also up attendance at your event. And it could be a first step to a more fruitful relationship with that celebrity, ensuring they help you more in the future.

There are, of course, some sticky issues with using celebrity supporters to assist in your fundraising. If your celebrity becomes embroiled in a scandal, for example, your association with them could hurt your organization more than help. Alternatively, if their notoriety doesn't add credibility to your cause with your donors, then it might not be the best fit. And obviously, you should always treat these supporters with respect and gratitude. Don't push them to do more than they're comfortable doing, and don't take them for granted.

But if you have a loyal celebrity supporter or two who is willing to use their acclaim to call attention to your cause, and you target that attention in one of the ways listed above, you can give your fundraising a boost.

Unforgettable

People don't remember me.

It sounds like an insecurity complex, but I swear that it's true. One example (of many): the wife of a former colleague of my husband's spent two evenings sitting across from me at a restaurant, conversed with me at an office party and even invited me to her wedding. My husband and I later attended a party at her home, and when I saw her I walked right up and said, "Thanks so much for inviting us!"

She smiled, held out her hand and said, "Hi, I'm Tahnee. What's your name?"

My neighbor -- a really lovely woman -- and I were talking the other day, and she mentioned that she suffers from the same forget-ability. It's hard for me to understand how anyone could forget her, and I don't think I'm flattering myself when I say that she seemed surprised that people would forget me. But it's true. It happens more often than I'd like.

Not that I let it get to me, not too much, anyway. I really think it's Tahnee's loss that she can't remember the very nice conversations we shared. But I'll admit that her indifference made me loathe to spend any more time with her and her husband.

Now, imagine how your donor feels when you misspell her name…when you reference a gift amount he never gave…when you call, email or send mail when he expressly asked you not to…when you show that you have no idea who they are or why they gave to you in the first place.

Frankly, it's insulting. And no one wants to spend time or money with someone who insults them.

Know your donors. Show them that you know who they are, that you understand why they give and that you share their passion for solving the problem your organization is trying to solve. Let them know that you rely on and appreciate their commitment to your cause.

Never let them feel forgettable.

How are you making your donors feel like you know who they are? How do you show them they're valued? Share your ideas in the comment section!

2013 Reflections

Now that all three of my children are in school, I've noticed that time seems to move much more quickly than it used to. Although it's been an entire year, I'm still not entirely used to the idea of 2013…and here we are almost at 2014. Which means it's time to reflect! I rarely make New Year's resolutions, but I do like to take a few minutes at the end of every year to think about what has changed this year, and ponder where I'd like to be at the close of the next.

And part of those reflections is asking myself how well I served my clients this year, how the relationships are working, and how we can work to achieve even more in the coming year. Even if you're not a consultant, I think these are valuable questions to ask yourself at any time of the year:

What surprised you about the last year? Good or bad, surprises have things to tell you. Did a campaign you thought was sure-fire actually bomb? Did a relationship go awry? Did an idea you had on the fly turn out to be a life-saver? Reflect on those things that surprised you -- and why you didn't see them coming.

What worked well? It's easy to focus on what's not working, but I think the more helpful trail to follow is what is working. Chip and Dan Heath call it "following the bright spots" and I've found it to be incredibly helpful as I move forward each year. Where are things going right? Can you pinpoint why it's working so well? What can you do to keep that momentum going and even expand it? Can you apply any of those lessons to other areas of your life? While dwelling on things that went wrong might be tempting, looking at what went right often yields more positive results.

How can you make things that aren't working better? That's not to say that you shouldn't examine your failures. I had a colossal mess on my hands at one point this year, and although I'd love to pretend it never happened, I know that it actually has a lot to tell me about where I want to go in 2014. Where did you fail this year? How can you turn that failure into a positive next year?

I enjoy all this reflecting -- and find it deeply helpful. But even better is coming back to work on January 2nd and beginning to make my reflections reality. Bring on 2014!

(But if reflection isn't for you, you could try one of these ways to welcome in a New Year.)

Cheers! And see you in 2014!

Social Media and Your Non-Profit

When clients and potential clients ask me to help them with their social media, I often groan (silently) and wonder what I should say. Your social media tells a story about your organization. Are you telling the story of an active and dynamic organization that is mobilizing and engaging supporters in the passion of their mission? Or are you telling the story of an organization that would prefer your supporter hand over their money and let you get on with your work?

Social Media is not just another leg on your marketing stool. It's a whole different seat at the table.

The problem most non-profit organizations and for-profit companies have with social media is the social part. This isn't old-school, get-your-message-out promotion… Creating a successful social media presence requires you to actually interact with your customers, constituents and supporters.

Which is why I cringe when nonprofits ask me to bid on writing their social media content. I write my own tweets, Facebook posts and LinkedIn updates for my consulting practice, and I really believe it's critical that you have an organizational insider conducting your social media.

It's easy for a consultant to come in and say something like, "You should make sure you tweet your message XX times per day." or "Engage your supporters in conversations on Facebook."

But an outsider will have a much harder time creating engaging social media content and building authentic relationships than an insider will have.

Social media is another way of telling a story -- the story of how your organization functions on a daily basis. How do you treat supporters and staff? How do you view your mission? How nimble are you when news breaks or a crisis rises up? Social media is a big plate-glass window into all of these areas.

And an outside consultant -- even one specializing in social media -- cannot deliver that authenticity you need. A consultant will never, for example, be able to walk out of an energizing meeting and tell your donors and supporters about the excitement in the air around the office.

When you have an actual social media professional leading your SM efforts, you'll get

• Someone with their finger on the pulse of the organization.
• Someone who can seamlessly integrate the rest of your marketing, communications and fundraising plan into your social media.
• Someone who can explain social media to those in your organization who might not understand what it can do…and what it can't.
• Someone who can be the "voice" of your organization on a ground level.

Better yet, make sure your social media person also has a working knowledge of donor-centered fundraising, so they can give your SM-savvy supporters a more personalized, high-touch experience.

Of course, social media isn't (yet) a fundraising powerhouse. But like fundraising, social media is about creating and nurturing relationships. And investing in key relationships is something that all successful nonprofits are committed to.

Social media isn't going away, and it is increasingly the way people are checking out the organizations they decide to support. What are you doing to make sure your social media plan is as engaging and authentic as it can be?

Is Your Board Engaged?

One of the most common refrains I hear from my friends and colleagues in the nonprofit arena is "I'm just not sure how to make my Board understand fundraising!" One executive director friend dreads his quarterly report to his Board -- not because his organization isn't meeting its fundraising goals, but because he feels like his Board holds him to impossibly high standards and is always disappointed. I think every nonprofit should endeavor to recruit at least one fundraising professional onto their Board. Having that insider who can bridge the gap between the staff and the Board is so beneficial to both groups that I've always been surprised it isn't standard practice.

But until that happens, there are several key ways you can engage your Board in fundraising and help them understand how to strengthen your organization and its fundraising efforts.

First, you need to understand where your Board Members are coming from. Who are they? What is their background? Why are they involved with your organization? What activities spark their interests and passion? What stories do they tell about their involvement with your nonprofit? Understanding your audience is key to persuading people to give to your organization, and it's key to persuading your Board members to engage, as well.

Once you understand broadly and deeply who your Board is, then you can start to use their language, tap into their concerns and hopes, and create a culture of fundraising throughout your organization.

Cultivate that culture is by communicating openly and often with your Board members.

• Use Storytelling to tell them about the impact they're having in your community.
• Set clear expectations -- in other words, tell them what needs to be done and give them the tools to do that work.
• Set aside time for one-on-one meetings with Board Members, and use that time to listen to their stories. Ask them what first excited them about your organization, and what their goals are for the next year.
• Thank them often -- and personally -- for their commitment and participation. And ask them to personally thank your donors. This circle of gratitude makes everyone feel valued, needed and appreciated -- and makes your mission possible.

I also love this handy info-graphic on increasing Board engagement, which outlines practical, achievable steps for both smaller and larger nonprofit organizations.

Above all, it's critical to remember that you're all on the same side. You may come at the problem you're trying to solve from different perspectives -- and that's great because it means you'll cover all the bases -- but you are all working for a common goal: the mission of your organization.

Tourists or Travelers?

This past weekend, my husband and I took our three kids up to Seattle for what we called a Tourist Weekend. Living so close to the city, we've often popped up there for ballgames or concerts, or just to spend a day or two in different surroundings. But we generally make it a point not to travel like tourists, preferring to ferret out the spots where locals go, the neighborhoods where people actually live. So it had been years since we'd done any of the typical tourist things that visitors to Seattle often do.

We booked a hotel near the Seattle Center, visiting every tourist attraction we had time and energy for. I'd forgotten what a vibrant and fun city Seattle is for travelers, and how much history and knowledge there was for my kids -- and me! -- to soak up.

Our Tourism Experiment got me thinking, though, about how donors experience their interactions with the organizations they support.

Are they tourists, visiting the highlights on your website, giving to the flashiest campaigns?

Or are they travelers, enjoying the chance to feel like insiders in your cause, proud to support efforts that might not be popular, but are just as deserving?

And when was the last time YOU acted as a tourist to your own cause?

As we head into the last rush of year-end madness, it might be a good time to take a fresh look at how your donors experience your organization…and how you experience the organizations you support.

• Log onto your website -- or another organization's -- with a specific question and see how long it takes to find the answer.
• Try giving a gift over the phone.
• Ask a friend to read your newsletter and report what stands out to her -- without coaching!
• Browse through a few old blog posts and see how long it takes you to read them -- and what you retain.
• Respond to one piece of direct mail, taking time to note how easy or difficult it is to follow the instructions. Track how long it takes to receive an acknowledgement.

How does this Tourist Experiment make you feel? Excited about the cause you're touring? Or exhausted and ready to curl up in your generic hotel room?

There is room in most organizations for both Tourists and Travelers, and the most successful organizations are adept at catering to both. And the easiest way to figure out how well you're doing is to take a tour yourself.

I do not think that means what you think it means

Earlier this year, my friend and colleague Amy Blake posted a fantastic musing about storytelling and her concern that it has evolved (or devolved) from a valuable tool in the fundraiser's toolbox to a meaningless buzzword-du-jour. As I've  made my year-end rounds, I've noticed that it's not just storytelling that's getting the magic bullet treatment. As I've mentioned before, right now is a fantastic time to be a fundraiser. There's so much information out there. But be careful when you're implementing all that free advice because there are nuances to using story-telling, donor-centricity, compelling emotion and all the other keys to great fundraising. And those nuances could mean the difference between a blockbuster campaign and a dud.

Being donor-centric doesn't mean putting yourself in your donor's shoes.

Because you can't. You know too much, you've taken the red pill (The blue one? I can't remember.), you're in too deep. You're already sold on the issues you care about, and it's really hard to be objective enough to take a step back and understand how those issues appear to your donor.

Instead, try to remember the last time you tried to learn something new. How did it feel to not know anything about a subject? What key pieces of information did you need to help you understand the subject and what was required of you? What kind of encouragement did you need? What spurred you on to learn more?

Even the most devoted donors are not as well versed in your issues as you are. Being donor-centric means understanding what your donor needs -- emotionally and intellectually -- to spur them to give.

Storytelling is not a magic bullet.

I'll tell you a secret: storytelling will not singlehandedly save your fundraising.

Donors do not read stories and automatically open their wallets. In fact, stories without context not only don't help you fundraise, they actively hurt your fundraising efforts. And sometimes, even stories with context don't work in fundraising -- if they're not the stories your donor wants to hear.

One of my clients launched a big storytelling push last year. It bombed. In reviewing what went wrong, we realized we weren't telling the donors the stories they wanted to hear. We were telling them the stories we wanted to tell. The difference cost the organization a lot of money.

Guess what? How your donor helps your cause IS a story. Two lines of copy addressing what's at stake IS a story. And often it's those stories-that-don't-look-like-stories that are the most effective in fundraising.

You need the right kind of emotion.

One of the biggest mistakes I see with organizations is confusing pathos for emotion. I feel sorry for a great many people and sad about a great many situations in this world. But I don't -- I can't -- fix them all. Emotion is no good to a fundraiser if it doesn't move a donor to act.

Anger is a prime motivator to action. Outrage makes us jump out of our chairs and get things done. Positive emotions like hope and gratitude are also super-motivators. Pathos, sympathy and sorrow might push people to act, but they're far more likely to  make donors feel overwhelmed or depressed.

One of my favorite things that Tom Ahern says about fundraisers is that it's our job to "deliver joy." There's no joy in a sad story if it doesn't make the donor feel like he or she can do something to alleviate the sadness.

Get that information -- and go deep

The volume of information we have and our almost-instantaneous ability to get it can sometimes encourage a broad but shallow understanding. But our fundraising can be so much more effective if we deepen our knowledge. Track what moves your donors, continue to refine that knowledge through tests, and listen to what your donors say about your organization, your cause, and the other things that interest them.

In the end, it is your donors -- not experts like me! -- who will tell you how best to fundraise.

Are You Relying on Events for Fundraising?

Many, many nonprofits rely on big events for much of their fundraising. For several months of the year, their staff is engaged in seeking out sponsors, securing locations and donations of food, decorations and other necessities, publicizing the event and working tirelessly to make sure it goes off without a hitch. But from a purely fundraising standpoint, is all this energy well spent?

I've been reading Situations Matter by Sam Sommers, and one of the studies he cited jumped out at me:

In one creative set of studies, researchers instructed participants to visualize themselves in a crowded theater or out to dinner with thirty friends. After answering several unimportant questions...participants moved on to an ostensibly unrelated charity survey.

Having just pictured themselves in a crowd, respondents pledged smaller donations compared to participants who had earlier been instructed to visualize an empty theater or more intimate dinner for two.

The emphasis is, of course, mine. But it seemed important enough to call out on my blog.

Big events can be fun. The wining and dining, the camaraderie and kinship, the fancy clothes and entertaining speeches by luminaries -- all of that can be an intense and excellent bonding experience for your donors. They can also call attention to your cause and engage the public.

But are they really good fundraising?

If the results of that study cited in Sommers' book hold true for your donors, events might actually reduce the amount of money your supporters are willing to give. You know that you'll get more from a one-on-one conversation. But might you also raise more money simply by catching your donors alone at home?

It's definitely worth considering.

5 Direct Mail Myths

I've written before about the direct mail "rules" people like to toss about. The truth is, every one of these "rules" will fail to garner the response you expect at some point along the way. And accompanying these "rules" are some persistent myths about direct mail.

I often hear versions of these myths when I'm working with a client for the first time. And like most myths, these are stories that have been passed down through the organization so long that people don't even question them anymore.

5 Direct Mail Myths I Hear Again and Again

1. People don't have time to read long letters, so we should keep it to one page.

2. A closed-face Outer Envelope always beats a Window Envelope with a teaser.

3. Direct Mail is too old-fashioned looking/sounding for our donors.

4. Direct Mail only generates "small-time" donors.

5. A Premium always boosts response.

Let's Bust that First Myth

A lot of organizations, especially those starting out in Direct Mail, will listen to board members, staff, or their own guts when it comes to letter length. And that is exactly the wrong approach. Because most of us would say that we'd prefer a short letter that gets straight to the point, but when it comes time to respond to direct mail, we rarely act as we say we will.

That's why most Direct Mail consultants will recommend trying a 4-page letter for most direct mail. It's a pretty standard recommendation, and it comes with a mountain of data behind it. The fact is, even though we say we want shorter letters, for most organizations, longer proves better.

But not all organizations...and maybe not yours.

Direct Mail Fundraising expert Mal Warwick says that a Direct Mail letter should be "as long as it needs to be to make your case for giving." That means that you have to look at why you're writing the letter -- is it an acquisition? A special appeal? A renewal? -- and jot down a list of what you're trying to accomplish with that letter.

Need to squeeze in a story, a couple of asks, a strategy and your history of success on the issue? Then you're probably going to need four pages.

But if you just want to remind your donors why the gave in the first place and  of the importance of giving every year to support your work, one or two pages will probably suffice.

But even with those guidelines, you still don't really know how long your letter should be until you test.

Your letters should be exactly as long as your donors tell you they want them. And they tell you not with their words, but with their actions. When you get the most donors to respond to your letters, you'll know your letters are the right length, whether their two, four, six or some other number of pages.

Questions about letter length? Post them in the comment section. And be sure to check in next week as I bust Myth #2!

Letting the Little Stuff Slide

Tom Ahern's newsletter last week struck a chord with me. He wrote about a fundraiser going toe-to-toe with a board member on indented paragraphs.

Small potatoes, right? So the board member finds indents superfluous -- why not just let that little thing slide in hopes of hanging on to the bigger picture?

Confession: I've done this.

I've let non-fundraisers and non-direct-mail experts dictate small things about our letters and mail in order to expedite the process. Sometimes, it feels like it's just not worth the fight, other times, I'm really, truly not sure that my regular direct mail practices are actually the best way to go.

As I've said here and here, when you're not sure what to do, you should probably test.

So if you can't fight for what you know (or think) is right, then fight to test it. Let a pool of your donors give you the information you and your board member (or boss, or other person who is pushing you) need to make decisions that will make your fundraising efforts the best that they can be.

And really, that's what we all want -- even if that gets lost in arguments about indents: successful fundraising.

Three Key Statistics for Fundraising

A fundraising consultant I know asked me the other day what data I felt was the most important to pay attention to when running a membership program. The question caught me a bit off-guard because I am so intensely focused on the creative end of things for my clients that it becomes very easy for me to gloss over the numbers side of things. But my colleague's question reminded me that I do, in fact, pay close attention to a few key metrics. After all, how do you know what really works for your donors if you can't measure your results?

Here are 3 key measurements I look at when developing a creative strategy:

Percent Response

This is a big one because it tells you what portion of your membership is responding to your fundraising efforts. If you're keeping a close eye on this number, you can learn which subjects your donors are most interested in funding, or which renewal effort is not pulling its weight.

That said, if you don't know what other organizations in your sector are getting percentage-wise and you don't have years of data about your own organization, then the number can be a little meaningless. Is a 4% response on an appeal good or bad?

That's why it's critical to track this number over many mailings and a long period of time. It's a great starting point for knowing how your creative efforts are performing.

Average Gift

A high average gift could show you what your donors feel most strongly about. Say you sent one appeal asking for money for a physical project, and one asking for program support and both received the same percent response from your donors. If one of those asks garnered a $50 average gift while the other only reached $35, then you have a good indication of what your donors think is important.

Of course, you often get a higher average gift when you're sending to your most loyal donors, so don't get too excited until you compare your populations. And remember to toss out any unusually high gifts before you calculate this number. One $1,000 donation can skew your data.

Lifetime Value

Since I'm most decidedly not a data expert, I turned to this post on the Donor Perfect blog to explain this stat and how to calculate it.

Knowing your donors' lifetime value is a key part of a good long-term strategy. From deciding when to mail and how much to spend, to developing donor cultivation and retention plans, this number will help you refine your fundraising efforts.

Find your data experts

I am the first to admit that I am not a data pro. But I know that these statistics can help me hone a creative strategy, so I listen to the data experts in my life.

Data folks: what did I miss? Are there other numbers I need to start paying attention to? Help me and my fellow creative types create the best fundraising packages we can by sharing the numbers we need to know!

When Your Hands Are Tied

I've posted a lot of advice in this space, and I read a lot of fantastic advice from my colleagues and mentor-types around the world. I really believe that if you want to excel at copywriting for nonprofits, now is the best time to be working -- there's simply never been so much easy access to top-notch educational resources as there is today. But what happens when you're not allowed to implement all this world-class free advice?

There are a lot of obstacles to doing your best work. Organizations hire me to help them do their best work, and even I face huge hurdles in implementing the changes I know are necessary to push my clients' efforts into the stratosphere. I know you know what I'm talking about:

• Board Members who think their corporate expertise translates to fundraising.
• Program staff who don't understand that fundraising is as important as what they're doing in the field.
• Databases and antiquated computer systems that are virtually unusable.
• Executives who are unwilling to invest in best-practice acquisition and retention.
• A basic lack -- of EVERYTHING! Not enough staff, crumbling infrastructure, too few resources...the list goes on.

I do love Tina Fey's advice to go "Over! Under! Through!" the things or people standing in your way. But for non-profits, sometimes, unfortunately, these obstacles prove insurmountable. So what's a savvy fundraiser to do?

Focus on what you CAN do.

So you can't segment your list properly, or your CEO refuses to give you staff to make thank you calls. Instead of moaning about what you can't do, try coming up with ways to work with what you do have.

What about hand-selecting 100 (or another doable number) of your most loyal donors for more personalization than your database can offer? Can you write a script for volunteers and put them on the phone with your donors?

There are usually several different ways to come at a problem. Venture outside your comfort zone and see if you can find one of them. And if you still can't solve your problem, then focus on doing the best job you can with the resources you have while continuing to...

Educate everyone at your organization.

Let them know what is possible. Remind program staff that you are on their side -- working tirelessly to get them the money to fund the amazing and selfless work that they do every day. Paint a picture for your leadership of what your organization could accomplish with the right equipment, experts, or staff. Provide your Board with information about fundraising best practices and show them your plan for bringing your organization up to that level.

Just as you keep your donors informed about the work your organization is doing, you should keep everyone at your nonprofit informed about what your department is doing. Open the lines of communication on your end. Be an example of how things could be.

Keep doing your best work.

I have worked with people and organizations that did not want my advice. I've also worked with groups that wanted me to swoop in and save their direct mail creative, while doing everything they could to tie my hands. It's not fun.

But regardless of the dysfunction around you, the absolute best thing you can do for yourself and your organization is to do the best work that you can do. It may become clear that you need to part ways, but until then, take advantage of all the wonderful free advice that's out there and do your best to excel.

Because really, the only thing you can control is your effort.