3. GENERAL GUIDELINES
• Today is meant to be a forum; the sharing of your ideas is critical.
• Everyone’s input is equally valuable.
• Listen to and learn from those around you.
• Our role is to steer discussion, clarify points & facilitate input from all
participants.
• Take advantage of this time & enjoy yourself today!
06/06/2011 3
4. AGENDA
8:30 – 9:00 Registration, Coffee & Tea Networking
9:00 – 9:15 Introductions & Icebreaker
Tips & Techniques Presentation: presented by Eve Lacouture, The Kidney
9:15 – 10:30
Foundation of Canada and Chris Geady, Blackbaud
10:30 – 10:45 Break
10:45 – 11:15 Poll the Experts
11:15 – 12:15 Breakout groups – by job role
12:15 – 1:00 Networking lunch
1:00 – 1:15 Blackbaud News Update
1:15 – 2:15 Breakout groups – by topic
2:15 – 2:30 Summary/Dismissal
2:30 – 2:45 Q&A/Conclusion
Thought Leadership, There’s a Stat for That , & Internet Solutions Demos:
2:45 – 3:45
Presented by Rachel Simon & Victoria Goins, Chris Geady, Blackbaud (optional)
06/06/2011 4
5. M A N A G I N G Y O U R R A I S E R ’ S E D G E D ATA B A S E
E V E L A C O U T U R E , T H E K I D N E Y F O U N D AT I O N O F
CANADA
06/06/2011 5
7. DOCUMENT
• Document your organization’s policies & procedures
• Your standards & preferences
• Your methods & logic
• Have users commit to respecting the p&p
• Update your policies & procedures
• Keep users informed of your changes
• Create quick how-to guidelines
• Have a plan for training new users
06/06/2011 7
8. MONITOR YOUR DATA
• Use dashboards to check on data being added.
• Use queries to find records with missing data
06/06/2011 8
9. MONITOR YOUR DATA
• Run duplicate reports – make sure to vary your criteria
06/06/2011 9
10. MONITOR YOUR DATA
• Find new potential Major Donors with no solicitor assignment
• Reconcile with Finance on a regular basis
• Document reconciliation process and problems
• Post gifts
06/06/2011 10
11. KEEP USERS ENGAGED
• Have user check-ins on a regular basis
• What takes the most time?
• What’s difficult?
• Sit & observe
• Help with data entry
• Train – yourself and your end-users
06/06/2011 11
12. KEEP IT CLEAN
• Inactivate Campaigns, Funds & Appeals on a regular basis – New list should
be distributed
• Delete static queries no longer in use
• Delete extra copies of reports, mail tasks & exports
• Mark records inactive based on your P&P
• Mark In Memory tribute records as deceased
• Purge
06/06/2011 12
13. KEEP IT CLEAN
• Raiser’s Edge tools can help:
• Global add
• Global change
• Global delete
• Global write-off
• Use MS Excel™ to format data and use import to modify records
06/06/2011 13
14. REVIEW
• Conduct an annual database review:
• Review your list of users & your security groups
• Review your table entries
• Review your attributes
• Review Blackbaud Services
• Seek-out contraband data and develop a plan to bring it back into the fold
06/06/2011 14
15. MANAGING YOUR RAISER’S EDGE DATABASE
To your calendars:
- Set aside a little bit of time every week to manage your database
- Schedule monthly end-user check-ins
- Schedule an annual review of your database
Keys to successful database management:
- Security
- Policies & procedures
- Monitoring
06/06/2011 15
16. BETTER DONOR RECOGNITION
W H AT H A P P E N S A F T E R T H E G I F T C O M E S I N ?
C H R I S G E A D Y, S O L U T I O N S C O N S U LTA N T
06/06/2011 16
17. “First, I’ll need to see an audited statement of
revenue and expenses.”
06/06/2011 17
18. OVERVIEW
• Why do donors give?
• Building your stewardship program
• Standard stewardship stuff
• Going above and beyond
• Other tips
06/06/2011 18
19. WHY DO DONORS GIVE?
• Through research to solve a problem, cure a disease or build
knowledge
• To encourage clients/students and provide financial support
• To facilitate change
• To fuel economic growth
• To contribute to a happier, healthier, more productive society
• To acknowledge achievement or love
• Local, national or international in scope
• Determine the motivation as part of
your stewardship program.
Source: Pro-active Stewardship, CCAE Canada
06/06/2011 19
20. BUILDING YOUR STEWARDSHIP PROGRAM
• Ask yourself:
- What do your donors need and want from your organization?
- Who are your top donors and what are your plans for them?
- How do we use stewardship to increase donor retention and loyalty?
• Considerations:
- Include stewardship opportunities for all levels of donors (not just
major/legacy donors)
- Strive for high touch, high impact
- Type and frequency of reports, correspondence, etc.
- Design channels for donors that complain (why?)
- Who is responsible for which tasks
06/06/2011 20
21. SAMPLE STEWARDSHIP PROGRAM
• Annual/Event Donors
- Add to Silver Recognition Group (immediately)
- eReceipt and Targeted TY Letter (1 week)
- Quarterly eNewsletter (recurring)
- Annual Report publication delivery (Current FY)
• Major/VIP Donors
- Add to Platinum Recognition Group (immediately)
- eReceipt and Personal TY Letter (1 week)
- Quarterly and Solicitor eNewsletter (recurring)
- Follow-up phone call by Executive Director and Board Member (3-4 weeks)
- Publish article about the gift (depending on level) in local media (2-3 mo.)
- Donor Wall and Annual Report listing and publication delivery (Current FY)
- Invitation to special media event (Current FY)
06/06/2011 21
22. STANDARD PROGRAM ELEMENTS
• Tax Receipt (required by CRA) (electronic or paper)
• Thank you letters (electronic or paper)
• Assignment to Recognition Levels/Groups/Circles
(example: see right)
• Donor Listings
• Supporter Stories
• Quarterly Newsletters, Annual Reports
• Solicitor eNewsletters
06/06/2011 22
23. RECOGNITION LEVELS
• Two main ways to track recognition levels:
1. In the Constituent record, record the recognition level using:
- Constituent Codes (easy to find, but limited fields/flexibility)
- Actions (use specific Action Type)
- Attributes (limited flexibility)
- Prospect Ratings (requires Search module)
2. Outside the Constituent record
- Set up Donor Categories in Configuration (needs to be based on dollar
amounts)
- Query (very flexible, nothing stored in Constituent record unless you use
Global Add)
06/06/2011 23
24. RECOGNITION LEVEL IN CONSTITUENT
RECORD
• Constituent Codes
- Easy to filter/limit reports
- Be careful about number of
Constituent Code choices in
dropdown
• Actions
- More fields than Constituent codes
- Auto-Remind functionality creates
great workflows!
06/06/2011 24
25. RECOGNITION LEVEL OUTSIDE
CONSTITUENT RECORD
• Donor Categories
- Forces your recognition levels to
be dollar amount-based
- Use Donor Category Report to
obtain up-to-date lists
- Filters: date, Const. Code, CFA’s,
gift types, query
- Amount Given is an optional
column
• Query
- Use a Constituent query
- Query results may be used in
reports, exports, mail merges,
Global Adds, etc.
06/06/2011 25
26. NEWSLETTERS, ANNUAL REPORTS,
SOLICITORS
• Create an easy way to track recipients:
- Track using Solicit Codes, Constituent Codes or
Attributes
• Allow the donor to manage their subscriptions by
phone, mail or Internet
- Internet is truly a self-service option
- Blackbaud NetCommunity integrates directly with
RE Constituent record!
• Turn your solicitors into superstars, give them
their own eNewsletter
• One step further: keep staff informed with an
internal communication/newsletter
- Include internal stewardship stories not published in
the quarterly newsletter
06/06/2011 26
27. GOING ABOVE AND BEYOND
• Profiling questions
• Gift Announcements/Media Releases
• Articles about gift in newsletters/publications
• Special letters: condolence, congratulations
• Special occasion cards (holiday, birthday, anniversary)
• Invitations to donor/VIP stewardship events
- Networking, Public/Media Relations
• Information about how funds were used
06/06/2011 27
28. PROFILING QUESTIONS
• Ask supporters for information during
solicitation/cultivation:
- Interests
- Communication Preferences (Language,
Delivery Method)
- Donor/Patient/Supporter Stories
- Promotion Opportunities (Volunteer,
Events, Major Prospect, etc.)
• Store this information in the Constituent
record:
- Constituent Codes
- Attributes
- Module-specific areas
- Other renamed fields
06/06/2011 28
29. SPECIAL LETTERS
• Send out letters directly from the
Constituent record using the “Letters”
menu
• Letter names and content are completely
configurable
• Archive finished letters by clicking “Save
this document as an action”
• Each user may have a different list of
letters
06/06/2011 29
30. SPECIAL OCCASION CARDS
• Examples: birthday, anniversary, holiday, etc.
• Tracking (for individual events):
- Use Action Reminders (can even do a mail merge on the spot)
• Tracking (for mass lists):
- You only need to track in the Constituent record if staff want to have
individual control over who’s on the list.
- Try to discourage this! Rather try to set criteria of who’s on the list, then
you can use a query and avoid individual selection. Now you can use a
query (much more automated and can be easily reused).
- Use the query to feed a mail merge. Track the results using an Appeal (ie.
Appeal tab in Constituent record). See next slide for more…
- If it’s unavoidable then refer to “tracking on the Constituent record”)
06/06/2011 30
31. TRACKING MASS MAILING USING APPEALS
• Set up an Appeal record for each mass mailing. Add this appeal to the
Appeals tab (in the Constituent record) when the mail/email is sent.
06/06/2011 31
32. SPECIAL EVENTS – MEDIA RELATIONS
• Publicize the event (if applicable). In order to get the word out, track media
contacts.
- (Constituent Code = Media, Relationship Contact Type = Media Contact)
Improved Media
More Donor
Exposure
Better
Stewardship
06/06/2011 32
33. STEWARDSHIP EVENTS – TIPS
• Track invitee and attendee lists in event
module
• Use multi-channel communications: follow-
up invitations by a follow-up phone call.
Increases participation rate and donor loyalty
(retention).
- Track (and honour) donor communication
preferences in Bio 1 tab: Solicit codes and DNC
(in Phones/Email/Links)
06/06/2011 33
34. HOW FUNDS ARE USED
• How are you tracking/reporting this
information right now?
• Task someone to enter this information into
selected Fund records (for general info) and
selected Constituent/gift records for
major/significant donations
Can show up on
TY letters and
tax receipt
• Publish the percentage of funds that go toward your mission on
your website (specifically on the donation page)
06/06/2011 34
35. EXERCISE – GROUP DISCUSSION
• What does your stewardship program look like today?
• What measures could you take to improve your program (without
spending a lot of money)?
• Would you cease any of your program components? Why?
06/06/2011 35
36. TIPS
• Start small. Start with one group of donors, analyze and see what
happens.
• Balance your time (equally) between stewardship and cultivation.
• Automate (simple) stewardship processes as much as possible.
• Use your Home Page to your best advantage.
• Go green, save $. You may attract new donors just for doing it.
• Why?
– Save time for
quality activities.
– Improve donor
retention.
06/06/2011 36
37. ADDITIONAL RESOURCES
• Pro-active Stewardship
(http://www.ccaecanada.org/development/documents/Pro_Active_Stewardship.pdf)
• Goals for the Major Gifts Officer
(http://www.majorgiving.com/resources/files/mdofficergoals.pdf)
• Donor Stewardship, Centre Point
(http://thecentrepoint.ca/FDPlus/resources/library/grantwriting/donor-stewardship/)
• Blackbaud Consulting and Training services
06/06/2011 37
38. SUMMARY
• Donors give for specific reasons. Determine this as part of your
stewardship program.
• Build a program that has different recognition/stewardship levels for
different types of donors.
• Balance your efforts between cultivation and stewardship equally.
• Encourage the donor to be involved in determining the
amount/frequency of communication/stewardship. They’re the star!
• Be creative: donors are savvy and have “seen it all”.
• Track as much of your stewardship activities in RE as possible. This
promotes organizational intelligence.
06/06/2011 38
43. BREAKOUT GROUPS
• Group 1: Executive Director/Director of Development
• Group 2: Information Technology/Information Systems
• Group 3: Marketing/Communications
• Group 4: Planned Gifts/Major Gifts/Researchers
• Group 5: Database Administration
06/06/2011 43
44. GENERAL DISCUSSION QUESTIONS
What issues do you find affect organizations like yours?
What have you come up with to deal with these issues?
What kinds of constituency groups (“segments”) do you have?
Do you communicate differently with these groups? How so?
What does your coding system look like?
How is your office structured (what roles do you play, and what roles do others
play)?
What is the best “new idea” you or your staff has implemented at your
organization? (It can relate to ANYTHING – a data entry best practice, a new
marketing concept, an operational change…ANYTHING!)
Have you found any ways to use Raiser’s Edge to get around a unique
situation? What did you do?
What optional modules do you use in the Raiser’s Edge? How do you use
them?
06/06/2011 44
49. BLACKBAUD LEARN TRAINING
SUBSCRIPTION
With Blackbaud Learn, you’ll be able to…
• Save hours of time through more efficient use of your software
• Train your entire staff – all for one low price
• Keep employees happy, reducing turnover
• Get training from the Blackbaud experts
• Chose from live and prerecorded training to fit your schedule
• Take classes according to your role – we’ll recommend them for you
• Receive more than software training with strategy and best practice sessions
• Choose from three tiers to best suit your needs:
Learn Learn More Learn Everything
06/06/2011 49
50. HEAR IT FROM OUR CUSTOMERS!
“No matter what level of class , I always got at least one or two tips and tricks that
helped me do things better, faster, and more efficiently.
I took 13 online classes and got something out of every one of them.”
Krissy DeShelter
Development Associate
Family House, Inc.
Keeping
“Blackbaud Learn is a fantastic tool for any and all product customers.
your staff well educated keeps your software running the
most efficiently. With the three current pricing levels, any size organization
should be able to find a fit that works for them.”
Diane A Maidl
Database Specialist
School Sisters of Notre Dame
06/06/2011 50
51. They saved $19,740 with a
®
Blackbaud Learn
training subscription!
An arts and cultural nonprofit in California took $23,240 worth of training.
But because Blackbaud Learn offers unlimited training for the entire staff,
they only paid $3,500 for the subscription, for a total savings of $19,740.
06/06/2011 51
53. BREAKOUT GROUPS
• Group 1: Internet Strategy & eMarketing
• Group 2: Queries, Reports, & Profiles in The Raiser’s Edge
• Group 3: Database Management & Importing
• Group 4: Analytics & Prospect Research
06/06/2011 53
54. T O P I C 1 : I N T E R N E T S T R AT E G Y A N D E -
MARKETING
06/06/2011 54
55. INTERNET STRATEGY AND E-MARKETING
Do you have an email marketing strategy?
Do you create personal, targeted messages based on specific segments?
What information in Raiser’s Edge do you use for segmentation?
Do you take online donations? How do you get the information into Raiser’s
Edge?
Do you send direct mail acknowledgements to online donors?
What types of giving options do you provide online?
How much of your overall fundraising comes through your website?
Do you take online event registrations? What type of events?
Have you seen an increase in participants by having an online registration?
How does your website and email fit into your overall organization’s
development efforts?
What challenges do you have in building an internet strategy?
06/06/2011 55
56. TOPIC 2: QUERIES, REPORTS, & PROFILES
IN THE RAISER’S EDGE
06/06/2011 56
57. QUERIES IN THE RAISER’S EDGE
What types of queries do you run most frequently?
What kinds of giving queries do you create (cumulative giving, annual giving,
etc.)?
What techniques in query give you the most issues?
What shortcuts have you found?
How do you use output limits in query (random sampling)?
What methods do you use to train others at your organization on query?
What summary fields do you most frequently use (total given, average amount,
pledge balance)?
How else do you use Action queries, Gift queries, or other queries in your
system?
What queries do you have on your homepage? Do you use any change or
clean-up queries?
06/06/2011 57
58. REPORTS & PROFILES IN
THE RAISER’S EDGE
What reports do you run most frequently?
How often do you run these reports?
Which reports confuse you and why?
Which reports have you found to be the most useful?
Who has worked with Crystal Reports? What kinds of reports have you
created using Crystal?
Do you frequently create reports for others? What methods do you use for
requests such as these?
What methods have you found useful in training your colleagues to create
their own reports?
Do you use profiles? Who in your office uses them?
What information do you find is most helpful on profiles?
Do you use Pivot Reports or Dashboards? Give some examples.
06/06/2011 58
59. T O P I C 3 : D ATA M A N A G E M E N T & I M P O R T I N G
06/06/2011 59
60. DATA MANAGEMENT & IMPORTING
Who uses Batch for gift entry? Who uses manual entry?
Who must process updates/gifts from the Internet? What is your process like? How do you keep
your data standards in check?
Who has experience importing information? What types of imports do you do most frequently?
How do you ensure that your records are regularly updated with accurate addresses, phone
numbers, and emails?
Who is using Action Tracks? What scenarios work well?
How do you ensure clean and accurate information transfer between development entry and
business office entry?
What business rules are most effective for data entry or data maintenance at your organization?
What methods do you have for keeping information clean? Policies and Procedures? Change
queries? Global changes? Internal training?
What are some of the different sources that you get data from?
What is your process for getting that data into RE?
What types of clean-up work is done to the file before and after an import? How long does this
take?
How confident are you about the integrity of the data you are importing?
What is your acknowledgement/cultivation strategy for contacts or donors that are imported into
RE?
Is there any data you are currently not getting into RE because of a lack of time/resources?
06/06/2011 60
61. T O P I C 4 : A N A LY T I C S & P R O S P E C T
RESEARCH
06/06/2011 61
62. ANALYTICS & PROSPECT RESEARCH
An open discussion around best practices, ideas, and strategies, for large
and small organizations, as they pertain to Prospect Research and
Analytics.
Upgrading annual & mid-level donors
Major and Planned Donor prospecting and identification
Tracking sensitive information in RE
Segmenting your data beyond giving history (RFM)
Research tools: What external sources are working, what’s not?
What pieces of a prospects profile are most important to you, and why?
Monthly donor conversion
Finding the “hidden gems” in RE
06/06/2011 62
63. THERE’S A STAT FOR THAT
A Review of Fundraising and Internet Statistics
06/23/2011 63
64. TODAY WE WILL…
• Cut through the STATic (focus
on the right numbers)
• Demystify trends
• Provide helpful information for
strategic business decisions
06/23/2011 64
66. WHAT’S GOING ON OUT THERE?
1. Your supporters are online
2. Like a book, your website is being
judged by its cover
3. Email is alive and well
4. The Aunt Mabel effect cannot be
underestimated (peer to peer
fundraising)
5. Traditional fundraising has evolved
06/23/2011 66
67. YOUR AUDIENCE IS ONLINE
81% of households in Ontario have access to
the Internet.
And the number continues to grow.
06/23/2011 67
68. EVERYONE MATTERS
• 83% of Canadians 34
and under use the
internet daily
• It’s not just the young
crowd - 66% of ages
65+ are online daily
(compared to 46% in the
US)
• 97% of households with
income of 87K+ are
online
06/23/2011 68
69. THEY'RE NOT JUST SURFING THE WEB
Online Giving is growing at a rate of 34.5% YOY
88% of organizations received an online gift of
$1,000 or more in 2010
06/23/2011 69
70. SO WHAT’S THE POINT?
• Your supporters are
online
• Your prospects are
online
• They are increasingly
likely to give via the
internet
• Don’t miss out
06/23/2011 70
71. F I R S T I M P R E S S I O N S M AT T E R
06/23/2011 71
77. INTRODUCTIONS HELP!
87% of Internet users use search engines like Google to find information
06/23/2011 77
78. PEOPLE WILL LOOK BEFORE THEY BUY
60% of donors
visit a non-
profit’s website
before giving
06/23/2011 78
79. MAKE THE MOST OF EVERY OPPORTUNITY
Repeat giving for donors
acquired through generic
giving pages is
66.7% lower
than for donors who give
via charity-branded giving
pages.
06/23/2011 79
81. SO WHAT’S THE POINT?
Websites must :
• Appeal and engage
• Reflect your identity, brand,
and mission
• Serve your audience and its
segments
• Encourage visitors to take
action
06/23/2011 81
82. NOW, A WORD FROM OUR SPONSOR
• Blackbaud has designed and
implemented more than 4,600
nonprofit websites since 2000
• In-house design agency
specializing in Blackbaud
products
• Over 70 years of combined
design experience
06/23/2011 82
87. SUBJECT MATTERS
Indirect subject lines had a 21% open rate, but only a 4%
response rate.
The direct subject line had an 18% open rate and an 18%
response rate.
06/23/2011 87
90. DIRECT AND PERSONAL WORKS!
Email campaigns drive 43% of the online revenue
across all sectors of nonprofits
06/23/2011 90
91. SO WHAT’S THE POINT?
• Email is effective
• There’s a lot of noise out
there
• Be timely, direct, and
personal
• Pay attention & respond
accordingly
06/23/2011 91
92. THE AUNT MABEL EFFECT CANNOT BE
U N D E R E S T I M AT E D .
( P E E R TO P E E R F U N D R A I S I N G )
06/23/2011 92
94. WHAT’S THE BIG DEAL?
• More than $1.5 billion
raised
• More than 14 million
individual participants
• The average participant
receives 7 donations and
raises $420
• 50% of the people who
donate to p2p causes say
they did so “because a
friend asked me to”
06/23/2011 94
98. IT’S NOT JUST CHIT CHAT
• Social media is the 4th most
effective form of fundraising
(ahead of direct mail!)
• Integrated social media tools
increased fundraising by as
much as 40%
• Average gift from Facebook and
Twitter: $40
• Blackbaud Friends Asking
Friends raised over $1.5 Million
via Facebook & Twitter in 2010
06/23/2011 98
99. SO WHAT’S THE POINT?
• Everyone has an Aunt
Mabel (or 12)
• Empowering supporters
to fundraise on your
behalf is an affordable,
effective way to diversify
fundraising methods
• In p2p fundraising, social
media channels are a
critical factor for success
06/23/2011 99
100. T R A D I T I O N A L F U N D R A I S I N G H A S E V O LV E D
06/23/2011 100
101. DIRECT MAIL STILL WORKS
• 76% of new donors are
acquired by direct mail
• 79% of all gifts came from
direct mail
• For people ages 65+, new
donors joining by mail
outweighed those joining
online by 11%
06/23/2011 101
102. DIRECT MAIL AND ONLINE WORK TOGETHER
• From ages 18-64 years, new
donors acquired online
beats those acquired by
mail
• After three or four years,
about half of all online-
acquired donors are giving
offline gifts and over 40%
are giving exclusively
offline, primarily through
direct mail
06/23/2011 102
103. AN INTEGRATED MULTICHANNEL STRATEGY IS CRITICAL
We know what you’re thinking….“easier said than done!”
(right?)
06/23/2011 103
104. ANOTHER WORD FROM OUR SPONSOR
• Blackbaud Summer School!
• 5-part series focusing on
key topics for nonprofits
• Session 1: Integrated
Fundraising presented by
Ted Hart
• Registration opens June
23rd !
06/23/2011 104
108. IMPORTANT CONTACT INFORMATION
SUPPORT 1-800-468-8996
RESUPPORT@BLACKBAUD.COM
HTTP://WWW.BLACKBAUD.COM
HTTP://KB.BLACKBAUD.COM
HTTP://WWW.TECHSOUP.COM
HTTP://WWW.JOURNEYED.COM
06/06/2011 108
109. QUESTIONS?
F O R M O R E I N F O R M AT I O N :
C O N TA C T Y O U R A C C O U N T M A N A G E R
PHONE: 800.443.9441
EMAIL: SOLUTIONS@BLACKBAUD.COM
06/06/2011 109
110. THANK YOU FOR JOINING US!
P L E A S E R E M E M B E R TO T U R N I N Y O U R
C O M P L E T E D E VA L U AT I O N F O R M
S P E C I A L T H A N K S T O O U R H O S T:
T H E P R I N C E S S M A R G A R E T H O S P I TA L
F O U N D AT I O N
06/06/2011 110
111. T H E R E ’ S A S TAT F O R T H AT
RACHEL SIMON, BLACKBAUD
VICTORIA GOINS, BLACKBAUD
06/06/2011 111
