Fundraisers new to direct mail often ask me about “the rules”.

Do we always need to write 4-page letters?

I’ve heard you should always include a P.S.

What do you think about premiums? Should we make a tote bag?

We have this great program that people love, so I know it will make a good appeal theme, right?

And they are invariably surprised when, instead of the one- or two-word answer they expect, I send them a 300-word mini-essay answer to their simple questions.

Because the simple truth about Direct Mail “rules” is that until you test them on your donors, they’re not “rules” at all.

Yes, I — and any other consultant with a few dozen campaigns under their belt — can make recommendations based on what we’ve learned to be true through mountains of experience. I would say, for example, that for most Acquisition and special appeal mailings, a 4-page letter will probably do better, you should include a P.S., and let’s have some longer conversations about premiums, programs and what you hope to accomplish.

But those of us who have worked with multiple organizations over the years can also probably point to that one client whose campaign results consistently forced us to toss all our hard-won direct mail wisdom out the window.

You have to start somewhere. So start with the generally accepted rules of direct mail creative. But make sure you test them. Test everything. Test tote bags against t-shirts. Test four-page letters against two-pagers. Test photo-filled packages vs. plain-jane packages. Test different themes. Test, test, test!

Find out what YOUR donors respond to, and you’ll have your own set of rules for direct mail.

 
“Passionate people are the only advocates which always persuade. The simplest man with passion will be more persuasive than the most eloquent without.”
~Francois de La Rochefoucauld

When I interviewed the executive director of an environmental organization recently, he was extremely eager to give me statistics about Congressional budgeting as it relates to the environment and to talk about specific legislation winding its way through Congress – down to the subcommittees and staffers involved. I think we can all agree that only the most wonky among us have that level of interest in environmental legislation.

So I asked him why he cared so much. There must be a reason he was willing to delve so deeply into the minutiae of the legislative process on this one issue, right? It took him a few minutes to shift gears, but once he did, he talked about what prompted him to become an environmentalist, his outrage at what he sees as the immoral way government is spending taxpayer money, and his fears for the future of humanity if we ignore Global Warming.

In just a few minutes, we went from a dry fact piece about Congressional spending on the environment, to a Control-tying acquisition letter based on an impassioned plea for moral and humane fiscal decisions.

It’s easy to get caught up in the facts about what you’re doing – and for a lot of people working in nonprofits, people who face desperate circumstances every day as a part of their job, it’s an important method of self-preservation. But when you’re trying to get people to support your mission, you have to be able to recreate that initial surge of passion. Because all the facts in the world won’t get you as much support as one good, emotion-driven story.

This is where that old writing rule “Show, Don’t Tell” comes in.

Need an Example?

It’s easy to tell your story like this: “Every week we see more than 50 homeless, often ill, dogs come into our shelter. And tragically, fewer than 20% of those are adopted. As our canine population grows, our needs grow, too, and today, we’re facing a crisis situation. We urgently need an infusion of $XX to house, feed and care for the dogs we currently have and those we expect in the next few weeks.”

You’ve got the numbers, it’s pretty emotional, and your core group of donors will probably respond.

But consider this approach: “Zoe cowered in the back of her dog carrier, shaking. I looked at her check-in sheet: She’d been abused in her previous home, and she suffered from malnutrition and a bad case of fleas. I got down on the floor, my eyes fixed on her big brown beauties, and coaxed her forward. It took a while, but eventually, she scooted out of her carrier, calmed her shaking, and placed her head trustingly in my lap. One small triumph…that will be replayed more than 50 times this week. You can help Zoe – and all the dogs of XX shelter – make this challenging transition…”

Who can resist a pitch like that? By painting the picture of one dog the shelter has helped, you give your donor the chance to feel like they are there with you. What’s more, this approach breaks down an overwhelming problem – 50 dogs a week that need homes – into a small, do-able task. They may not be able to help every dog that needs them, but they can help this ONE dog.

Very few people dive into the nonprofit world without having some passion. So don’t forget why you chose nonprofit work in the first place. Communicate that in your fundraising, and you’ll find others flocking to your organization as well.

 

The other day, one of my Twitter pals — Kevin Monroe from X Factor Consulting – asked me what copywriting tips I like to share with fellow consultants. It wasn’t something I’d actually considered much before he asked, since a) I work in my kitchen and b) I’m usually on the receiving end of writing advice.

But his question did touch on something that I have been thinking about off and on over the last couple of years. During the course of my 14-year copywriting career, I’ve dabbled in other kinds of writing, including publishing several feature articles and neighborhood profiles in The Oregonian and having a short story appear in VoiceCatcher.

During times when multiple deadlines were looming, I wondered if that moonlighting was hurting my main money-making endeavor, and I have downplayed my extracurricular writing in my professional life.  But I now think all that second-guessing was a mistake.

In fact, I think one of the reasons I have been so successful in my copywriting is because I have a richer web of writing experience to pull from.

Fight the formula

I have written hundreds of direct mail letters, and there is definitely a formula for the successful ones. But in following a formula you should never become formulaic. The minute you do, the letters you pen become stale, lacking the passion and verve that are absolutely necessary to convince people to give their money to your cause.

When I feel myself treading an all-too-familiar path in my copywriting, I know it’s time to fight the formula. So I take another look with my fiction-writer’s glasses on. Are there themes I can weave through this letter more effectively? Is there a character begging to leap off the page?

Then I put on my features-writer glasses. How can I make my descriptions more vivid? Are there sights, sounds, tastes and smells that would make the issues in this letter come alive for the reader? Perhaps I’m rambling and need to tighten everything up with a journalist’s editing eye.

Let’s face it, there is a LOT of writing advice out there, and good writing is good writing, whether you’re penning a direct mail letter, a slick advertisement, or the Great American Novel. Sure, there are degrees, but the rules are the same: use action verbs, aim for clarity, be as specific as you can, tickle all the senses…

But knowing the rules and using them well are two different things.

Tap into a different part of your brain!

Try writing poetry to hone your ability to use imagery to make a point. Write a short story to put yourself in a different person’s shoes and sharpen your storytelling. Become a blogger to learn how to encapsulate big ideas and personal feelings in 500 words. Try your hand at literary criticism or movie reviews to learn how to identify weak spots in your writing and in others’.

Above all, love writing, all writing. Play with language, revel in how words get put together, rejoice in how they can connect, inspire, educate, and move.

And don’t just write. Read! Starting with this article about the business benefits — it’s scientific, people! — of reading fiction.

 

One of the joys of working with a large nonprofit is the ability to test — from how you visually present your message, to who you choose to mail to, and what special offers you make, when you’re mailing for the big guys, you have the chance to really hone in on what works best for your audience.

But what if you’re a small shop with a small list and a smaller pool of resources to devote to direct mail? How can you test and refine your mailings until you know you’re getting the most bang for your buck?

You may not be able to do a split test on any one mailing, but if you’re clever and creative, there are still ways you can tell what’s working and what’s not in your direct mail.

Use Your Swipes

Those of us who work in direct mail are obsessive about checking our own mailboxes because that is one of the best places you can go to get ideas about what’s working in today’s direct mail.

And I’m not just talking about keeping an eye on the nonprofit organizations you give to. For profit companies — from banks and financial institutions, to magazines and catalogs — mail millions of pieces of direct mail each year and have budgets for testing that most nonprofits only dream about. And sure, you might not be able to include a handful of inserts, but can you crib a few ideas about what works from them and apply them to your own packages?

Bonus tip: if you’re not on the lists of other organizations in your sector, sign up! A small donation gets you a fine sample of renewals, special appeals and cultivation mailings that can give you a really great picture of what’s hot in your niche.

Cheap and Easy Tests

If you can divide your list but don’t have a lot of money to spend, there are a few things you can test with little-to-no up front investment.

  • Try a lasered upgrade message test on the reply form. You’re already lasering donors’ names and addresses (and if you’re a very small shop, you might be printing everything on your desktop printer!) so it shouldn’t cost you much, if anything, to test two different lasered messages.
  • Play with color. Too many organizations get stuck in a color rut, which can be great for sending a strong branding message…but might get you ignored in direct mail. Try substituting a different color for black — dark blue or dark green, maybe. If you absolutely have to limit yourself to approved logo colors, try using them in unique ways — a graphic band at the top of a page, highlight specific words in the text with color, or use screens to create a layered look.
  • Along those same lines, use graphic elements to call attention to your pieces. Give your designer freer reign within the same cost parameters. Bands of color (or black), reversed out headlines, handwriting and other specialty fonts, and color screens don’t generally cost any more than more straightforward design, as long as you’re not bleeding off the edges or adding colors.

The Long Haul

If you’ve got a small list but a little money for testing, try testing the same thing over several mailings. That way you can get a more statistically significant pool of results than you can on one small mailing that might include a surprisingly large gift, or have its results impacted by things outside your control.

Bonus tip: if you’re testing something on a component that doesn’t need to change from one mailing to the next — say, a colored stock reply envelope — you can print ahead for the second mailing, which will save you money due to economies of scale.

Bottom line: money’s tight for everyone. Even the big organizations are cutting back. But you can still find ways to be innovative and creative and continue testing, even on the most constrained budget.

 

The other day, I sent an acquisition letter to the new development director at an organization I’ve worked with for several years. The letter had gone through the rounds with her predecessor, but we wanted him to make sure he was comfortable with the language, the tone, and most importantly, the facts as laid out in the piece.

His #1 comment? This letter is too long! Nobody’s going to read all that.

How long is too long?

The only good answer, of course, is as long as it needs to be. But there are a few general guidelines you can follow.

There was a time when 6-page letters were not unusual, but these days, most direct mail is 2 pages or 4 pages. Why not 3? Paper costs — there’s simply no good reason to have a blank page (the back of page 3) in your package. That’s space that could be better used to sell your cause or make your case. If you’re running 3 pages and can’t cut, make sure your margins are nice and big, your paragraphs short. Try adding one more testimonial, or a personal story from the signer. But don’t waste that last page!

A 2-pager

I like 2-page letters for simpler, more straightforward campaigns. Those that have easy-to-understand asks with no need for a lot of explanation or history work well in shorter letters. Urgent actions — we have 14 days to save this animal’s life!, for example — are perfect for 2-page letters.

Sometimes financial constraints can dictate a shorter letter. If you need to save money, getting rid of that second piece of paper is an easy way to do it. But make sure you can still make your case in those two pages.

A 4-pager

There’s a reason this has been the standard for so long: it works. No, people may not read every word, but they do skim through, and if they can see that you’ve used those four pages well — with testimonials, facts, a story or two, and urgency — they’ll feel good about giving to you, knowing that you are knowledgeable and passionate about your issue.

Especially when you’re introducing someone to your organization or asking them to take a specific action, it’s nice to have that extra space to tell them why their support is so important right now.

Test, test, test!

Letter length is a fantastic test. You may think your donors like the short-and-sweet letters you’ve been sending out, only to find out they really do respond better when you tell them more. Often, organizations “cheat” on letter length by narrowing the margins and running paragraphs together. Test and see if more air in your letter — even if it runs to 4 pages — bumps up response.

Conversely, if you’ve been sending out 4-page letters for years, you might save a bundle by switching it up to 2-pagers.

Many of my clients like to switch it up depending on a number of factors: how many people are getting the mailing (the smaller mailings often get 2-pagers to save on up front costs), the subject, the action required, the signer, the printing turnaround (there are some 2-page formats that can be turned around in 48 hours at the printer), etc.

The message

Above all, the message you’re communicating should drive the letter length. Donors don’t like it when you pad your letter with boring repetition, just so you can fill out 4 pages. And they don’t like feeling like you left out important details just to keep your page count down.

It IS Personal

 Nonprofit  Comments Off
Jul 282011
 

Direct mailer writers always talk about making our mail ”personal”. For us that means lots of “I, you, we”, using a conversational tone, and, quite often, fudging the rules of grammar a bit.

But the other day, a couple of things happened that reminded me that there is another way to keep things personal — something it’s all too easy to forget in this day and age of social media connections and conducting business by e-mail.

First, I ran into an acquaintance who runs an arts organization. She was thrilled because her group had just been notified that they were the recipients of a big grant. I congratulated her, and she told me this story:

“You know, we thought for sure we were out of the running this year. The group giving the grant just announced they were eliminating arts funding! So when I got word, I immediately called them up to say ‘thank you’. The man in charge of granting the awards told me that he had gone against the new policy specifically for us because he remembered meeting our Executive Director and having a great conversation with her at an unrelated event. Personal connections really do count!”

Do they ever.

A similar thing happened to me a couple of months ago. A client I’d been working with for a couple of years went through some restructuring. They completely reevaluated all of their old contracts with an eye on reinventing their program from the ground up. I fully expected to lose the business.

But the Development Director called me up and asked that I stay on, one of the few contractors asked to do so. Now, I’m sure my strong work ethic and quality product played a part in that decision. But the tipping point?

I took the time while on a vacation in their city to stop by and meet the gang at their office.

This wasn’t actually a calculated move on my part. At the time, I had no idea that they were planning on restructuring. I just wanted to be able to put faces to the e-mail addresses and conference call voices. But those couple of hours out of my vacation paid off.

Those face-to-face connections are important — maybe even more so now that so many of us do business with people across the country…or across the globe. It might take a little extra time and effort, but the payoff could make it all worth it.

Angling for donors

 Nonprofit  Comments Off
Jul 182011
 

It's hard work reeling in donors. Don't leave the fishing to amateurs.

The other day, I overheard a development professional I know telling a potential client, “I like to let board members have input into all direct mail copy.”

My alarm bells went off, and I wanted to jump in and offer all sorts of unsolicited opinions about that. But instead, I decided I’d just save them for you.

Now, he went on to explain that he likes to involve board members so they have buy-in to the direct mail program — a sort of “We’re all in this together, folks!” idea. I am all for inclusion and board buy-in.

In fact, I believe wholeheartedly that everyone involved in your organization, from the board president to the once-a-month volunteer, should know what’s going on in the organization and be able to communicate that.

But.

A few years ago, I wrote a letter for an organization run by a very respected, very intelligent scientist. He was widely published in prominent scientific journals and national newspapers and magazines. He was a great writer, and he hated the letter I wrote for them. Ripped it to shreds. He deplored the overly emotional tone and the use of 2nd person point-of-view. He was adamant that his donors would see through such a hackneyed ask and leave the organization in droves.

Naturally, I was upset. I had worked extremely hard getting the complex technical details in the appeal right and melding those with the kind of impassioned, personal plea I know works in direct mail.

The development staff and I sat down and discussed how to proceed, and eventually, we convinced the executive director to test his approach vs. my approach. The results were definitive in my favor.

Now, this guy was a Ph.D. He had a couple of decades of experience in writing about his subject on me. But he didn’t — at that time — know direct mail at all.

Unless your board members — or other people you’re asking to read your direct mail copy — are or have been involved with direct mail before, it is likely that they’ll look at a good appeal letter and see all the same things my scientist client saw: hyperbole, simplified language, lots of “you”, too much bold and underlines — things that academic writers are trained to avoid like the plague.

There’s a reason hopeful anglers like to hire guides when they go on a big fishing expedition: they want an expert to show them where the fish are and what they’re biting on. Rather than tossing their lines out and seeing what happens, they’re taking the expert’s advice and adapting it to their equipment.

Your direct mail program needs that same care. If you take bits of advice from every angler on the river, you’re not going to catch as many donors as you want.

Buy-in is great. But educated buy-in is better. So make sure anyone reviewing your direct mail letters has a good Direct Mail 101 course — or at least read an article like this one from Fundraising Success — before they toss in their line. And happy fishing!

Jul 112011
 

“Passionate people are the only advocates which always persuade. The simplest man with passion will be more persuasive than the most eloquent without.”

~Francois de La Rochefoucauld

You are the best advocate for your organization.

Which means that everyone at the organization – from the receptionist, to the IT person, to the program staff, to the Executive Director – is a fundraiser.

Daunted? Don’t be.

I’ve been writing direct mail fundraising letters for fourteen years. And as I’ve talked to countless staff members, trying to gather the information needed to produce a blockbuster piece, there’s one question I’ve learned to ask first:

Why are YOU so passionate about this issue/problem/organization?

Because when you’re trying to raise support – whether it’s time, money or energy – for your organization, you’re talking to people. And people want to hear the good stuff before putting that all-important signature on the check.

They want to be moved. They want to feel they can make a difference. They want to connect with their tribe and feel they’re part of something greater than themselves.

And if you’re trying to get their money (or time, or referrals, or anything else), you’ve got to convince them that you can give them what they want. The best way I’ve found to do that is to convey your passion.

That’s one of the things I love about direct mail. It’s personal, it’s impassioned, and it conveys key things about your organization, its mission and its issues in a concise and friendly way. While asking for money!

But that ask starts with your passion. After all, a direct mail letter is a personal letter from one person at your organization to one donor. That one donor — multiplied by the thousands of letters you send out — needs to sense your excitement about the cause, your commitment to working on it. They need to feel that YOU are absolutely convinced that your organization is the best for the job.

When they can feel every ounce of your passion in that ask, that’s when they are most moved to give.

So, what do you love about your work? And why should it matter to the rest of us?

Jul 062011
 

Get a new perspective when you walk away from work.

Why yes, I did recently write quite a nice post about perseverance and finding that one-legged-biker inspiration to keep you going in dark and frustrating times. But today, I want to write about giving up.

We’re taught to never give up. A host of voices from our childhood, our adolescence, and right on up into adulthood all exhort us to keep climbing that mountain, keep reaching for those stars, don’t give up. You can do it.

But sometimes, giving up is good. Especially when you’re writing.

In most projects, there comes a point at which you can’t figure out what’s not working. You might know what’s wrong or you might not. But clearly, something needs to change.

You can spend hours beating your head against the keyboard, forcing word after word onto the page. Or, you can try these four “I give up!” techniques:

Take a Walk

There’s a reason this is a tried-and-true suggestion for dealing with writer’s block — or any other kind of block, for that matter. A ten minute walk around the block can clear your head and get blood flowing to those parts of your body that can go a little numb after hours and hours hunched over the screen of your laptop.

Try a Change of Scenery

Speaking of laptops, if you don’t have one, get one! Then you can take it on the road — coffee shop, bar, extra desk at your buddy’s office…giving yourself the gift of unfamiliar surroundings can boost creativity and help you solve problems that seemed insurmountable when you’re staring at your same old scene.

Bake Something

Or learn to knit or build a birdhouse or play the piano. Doesn’t really matter what you do, as long as you funnel that creative energy into something totally different. Open new pathways, and you’ll be surprised where those new roads will take you in your writing.

Take a Nap

If it’s good enough for Einstein, it’s good enough for you! (Seriously, Google “famous nappers” — lots of powerful, creative people liked a good nap!) A ten minute power-nap can do wonders for recharging your mid-day batteries. Plus, I often find that while I’m sleeping, my brain keeps on working on those stubborn problems. And when I open my eyes, the solution is right in front of me.

Alright, I admit it. This post isn’t actually about giving up. At least not permanently. But it is about knowing when to walk away from a creative project and let it simmer for a while. Get some distance, find a new perspective, and enjoy the view for a while. Work will still be there when you get back.

 

 

The other day, a client asked what I thought about using photos in direct mail. I sat down to shoot off a couple-sentence answer and ended up writing several paragraphs about my experience with photos — the good, the bad and the complicated.

The next day, I stumbled across this article from Jeff Brooks at Future Fundraising Now, which could have saved me a lot of trouble if I’d found it earlier! I agree with his advice to test, test, test…but here are some other thoughts I shared with my client about photos.

The Good

When you find a photo that tells your story, use it. The story should be clear at a glance, or easily understood with minimal text. Color is best, but black and white or sepia can be effective for some photos. People and animals work better than things.

The Outer Envelope, the Letter and Inserts are the best places for photos. But if you’re going for an image on the envelope, it needs to be particularly strong. Remember, your number one goal with the outer envelope is to get it opened, so any photo you use has to be intriguing and compelling. And you need to follow up on that intrigue in your letter copy, or the people who open the envelope are going to feel cheated.

Offering a free gift? Include a photo of the gift. Inserts are great for this, and you see many organizations put the premium photo on the OE. But be careful that you’re not over-selling the premium to the detriment of the organization and your cause.

MercyCorps is one organization that uses photos well, as is NRDC — check them out.

The Bad

I have been involved in testing photos on OEs, letters, inserts and replies. Results were generally either even with no photos, or unimpressive, with a couple of exceptions like those noted above. It would be easy to assume that photos just don’t work, but the real story is this: BAD photos don’t work.

Photos of people standing around — even important people — are ineffective in direct mail. Got a photo of your executive director shaking hands with President Obama? Great! But please don’t put it in your direct mail. Landscapes often make beautiful photos, but they’re a difficult sell in direct mail…unless they tell that compelling story.

And even the best photos are no good if you have to run them so small that it’s hard to tell what’s in them.

Bottom line: if your photo isn’t going to entice a donor to give, then you’re better off without it.

The Complicated

If you’re running the photo in color, that will mean additional printing costs. Be sure to check to see if you need permission to reprint it, and what kind of attribution you need to supply. Using more photos means less room for copy, so if you have a wordy copywriter or an organizational tendency to include a lot of information in your letters, you’ll have to remember to cut.

I really do like using photos in direct mail. When done well, they can boost response and give your donors a great sense of what your organization is all about. But it’s important to choose the right photo, put it in the right place, and test, test, test!