The situation with COVID-19 changes day-by-day and hour-by-hour. Hopefully by now, nonprofits have taken steps to allow all but absolutely essential personnel to work from home. Fundraising, while essential, is a function that can be done from a home office. The big question is:

How can we keep our donors connected to our organizations in this unstable environment?

When it became clear that I would not be allowed to travel anymore for work, I fell back on a maxim I heard somewhere early in my fundraising career. It rhymes so that’s convenient and an aid to memory.

Near
Dear
Clear

In any circumstances where rapid change is taking place, we must take great pains to keep our donors near, dear, and clear. What does that mean as a guide to practical action and how can we all undertake those functions while protecting ourselves and our donors from coronavirus?

Let’s take each part of the maxim in turn:

Make sure your organization is crystal clear on its priorities. The first of which should be the health, safety, and welfare of those they serve and those who work for the institution. Repeat this often to your constituents.

However, do not shy away from honestly telling donors how this crisis is affecting your organizational needs and its finances. Your major donors and board members especially deserve the candid talk about what is needed, what might be needed, and why.

Did you find the framework of near, dear and clear helpful in thinking about how you are keeping donors connected these days? What other strategies have you tried in the last couple of weeks that keep donors near, dear, and clear? Tell me below in the comments!

Again, I hope this was helpful to you. If it was, please leave me a comment below.

Also, if you found this very helpful, I hope you’ll subscribe. By doing so, you’ll get my FUNdraising Friday emails every Friday with pick-me-ups, helpful articles, and cool freebies. Humor and a commitment to continual learning will no-doubt help us all through this crisis.

Take care and be well,

Jessica ​

PS - If you are feeling stressed and anxious and burnt out due to coronavirus, you're not alone. Because so many are facing unprecedented challenges and pressure right now, I'm hosting a free webinar on the topic of Self Care for Non-Profit Professionals. It will take place April 1st. Register today as there are only 100 spots!

Building and maintaining a culture of philanthropy is hard work. It is deep work that takes years to build and moments to destroy. But having a healthy culture of philanthropy makes work more fun and makes fundraising easier. It’s worth having a periodic check-up to assess how your institution is doing.

Answer these questions for your institution:

Board Support

• Does your board of directors (or board of trustees) support the organization as current year donors at 100% participation?
• Board support is a sign of stakeholder investment. It also shows that your closest advocates are current with their support. The level of the support doesn't matter so much as the consistency and recency of that support. PS - It's easier to ask for others to give if you are a current donor.

Staff Support

• Does your fundraising staff support the organization as current year donors at 100% participation?
• Does at least 50% of your organization’s overall staff (and faculty) support the organization as current year donors?
• Again, staff support is a measurement of stakeholder investment. Does your staff (especially your fundraising staff, believe in the mission enough to back it with their personal funds? The level doesn't mean as much as the participation.

Alumni support (or Grateful Patient support)

• This category assesses whether those served by your organization’s mission give back to the organization later. This is a sign of institutional effectiveness.
• What is your alumni (or similar) participation rate? You’ll know whether this is good for your organization or not. The level at which this metric is outstanding varies widely from institution to institution.

Fun Factor

• Does your organization frequently have concrete signs that fundraising is seen as an enjoyable community endeavor? (For example, an annual gala, a stewardship picnic, a “Dancing with the Deans” competition, etc.)
• List what you currently do to put the “fun” in fundraising.
• Write down three new ideas to improve your fun factor.

Communications

• How often do your constituents hear from the organization without a fundraising pitch?
• Do these communications include stories of impact?
• Are you communicating in different media? Email, print, video, etc?

Stewardship and Donor Relations

• Do you have meaningful giving societies?
• Do you have a person designated to assist donors with any “customer service” type issues? 
• How is your data management and data integrity? Nothing kills a philanthropic feeling like your name being wrong on an invitation.
• Stewardship is not just the purview of the staff member with "donor relations" in his or her title. It is an office-wide perspective of service and connection. From your front desk associates to student workers/interns to your accountants on staff to gift officers and especially advancement services and gift processing staff, improving donor relations should be everyone's primary objective.

Other questions to think about:

• Does your organization show the impact of giving clearly and broadly?
• For major donors, do you create unique reports and experiences that connect for them their gift to the impact in the world?
• Do you see expressions of gratitude at all levels of the organization? Where could your organization do better?
• Are the needs of the institution are clearly expressed for donors of all levels using different media?
• Does the institution set expectations for giving through specific asks, giving society thresholds and endowment minimums?
• Are fundraising goals embraced by both fundraising staff and program staff/faculty?

How did you feel about the assessment? Where are you doing well? Where should you improve? 

As always, comments and questions are welcome and encouraged!

Cheers,

Jessica

PS - If you liked this post, you might also like these: 

• Goals versus projections
• What should a strategic plan contain?
• Planning for the Unexpected
• Conducting a Benchmarking Study
• My Exhaustive Event Planning Checklist

PPS - If you found this article helpful, please comment and let me know. Also subscribe to Real Deal Fundraising so you don't miss a post! You'll get my  guide to Call Center Games for Free!​​

Connecting with a donor or potential donor is so vital before you ask for a gift. It's like removing many of the roadblocks between you and that "YES!" response you want.

People want to give to people they like. It's not much of a secret. Ultimately, as a fundraiser you are a conduit for the relationship between that donor and the institution (not with you personally) but they must enjoy speaking with you to want to continue a relationship with the institution.

This is an important skill for any fundraiser to develop, from phonathon callers on up to executive directors, deans and development officers.

I have been to MANY call centers where they use the same tired rapport-building questions year after year after year. We cannot let this happen. No one wants to spend their precious time telling a new person why they haven't been back to campus lately just like they did last year.

Bad rapport-building has the opposite effect on the donor than that which we wish to cultivate.

The first rule of building rapport is it must be DIALOG not MONOLOGUE. You must ask questions that will solicit meaningful conversation and back and forth. You (no matter if you are a student caller or the Vice President of Advancement) must not deliver a litany of great-stuff-happening-at-our-institution without stopping for breath.

So, following this rule, we must construct meaningful rapport building questions.

The second rule about rapport building is that these questions get stale. Every year (at least) new rapport builders should be generated and put into rotation.

Here is some guiding criteria for generating these questions. Rapport building questions should:

• Extract meaningful information (like employment and campus affinities).
• Make the prospect like the caller/staffer as quickly as possible.
• Be delivered in a genuine way.
• Not be able to be answered with “Yes” or “No”.
• Not merely deliver talking points about the college or university.
• Provide opportunities for smooth transitions to the first ask.
• Collect new demographic information about prospects and verify current info (but not in a “canned” or perfunctory way).

What are some examples of strong rapport-building questions?

• Were you close to any faculty members while you earned your degree?
• Are working in the same field in which you earned your degree?
• Did you know that the <> recently <>? Isn't that great?
• I thought you might like to know that we've had a lot of success in <>. What do think about that?
• I see that you attended our recent <>. Do you have any feedback for <> about that event that I could pass along?
• You know, I am not sure about the answer to that question. But I can get back to you if I could get your cell phone number or email. I'll research that and contact you.
• Why did you make your first gift to <>? What keeps you giving?
• What are you most passionate about here at <>?
• I see you are <> as I was/am. That's wonderful to know. Do you know <>?

Does your rapport building need a refresh? Do you have some favorite rapport-building questions that I forgot to mention on my list? Comments and questions are, as always, welcomed and encouraged!

Cheers,
​
Jessica Cloud

PS - If you liked this post, you might also like these:

• 5 Ideas to Improve Mock Calling
• Annual Fund versus Annual Giving: What's the difference?
• The 30 Minute Fundraiser

PPS - If you found this article helpful, please comment and let me know. Also subscribe to Real Deal Fundraising so you don't miss a post! You'll get my guide to Call Center Games for Free!​​

Video is more and more a huge part of the storytelling process for fundraisers. It's a great way to communicate the impact of philanthropy in the world. But, most fundraisers aren't video professionals. Once you have your video done, what are the best practices to get your constituents to watch it? I asked my friend and colleague, Ndlela Nkobi, that question. Here are his 5 best tips for getting your message seen! Enjoy! -- Jessica Cloud, CFRE

Congratulations on finishing your organization’s video! After weeks (sometimes months) of planning, shooting, and editing, you have finally uploaded your film to YouTube. Now what?  How do you make sure that your video gets the views it deserves and has its intended impact? Though there are no guaranteed ways of making your video go viral, here are some steps to make sure the people who need to see the video actually see it, watch it and take action.
 
1. Reinforce Your Call to Action

Videos are generally created to get people to take some action (sign a petition, donating, joining a mailing list . . .) and your call to action in your video is where you ask your audience to take that action.   Make sure you reinforce that call to action whenever you get a chance (your website, YouTube, your platforms).  The ultimate success of your video will be based on how many people take you up on your call to action.

2. Have a Great Thumbnail

Pick an engaging still image to give your audience a quick snapshot of your video. That thumbnail is also the image that is generally automatically used when the video is shared on social media and on platforms like WordPress.  Consider creating a custom thumbnail that could also includes words that would further draw the viewer in.

3. Pay Attention to your YouTube Descriptions, Titles, Tags

The title, description and tags you use on YouTube will not only help people find your video when they search for related content but they should also draw people in to watch the video. Not everyone is going to see the video on your website so give your viewer all the information they need to take the next step in your video description.

4. Place Video on Your Website

Placing your video on your website gives you much more control over how the video is presented to viewers with things like the call to action, video placement and supporting text/images/graphics. 

5. Promote the Video on Your Platforms

Once the video is ready on YouTube and on your website, share it widely on your various platforms (Facebook, Twitter, mailing lists, . . . )  Your platforms will be one of the main ways that the people in your community find out about your video.   Don’t be afraid to repost content (especially on social media) to make sure as many people see your post as possible. 

Bonus action: Check Your Analytics

Here is another area where you get to define what success looks like for your video (or campaign). Whether you are looking at Google Analytics or YouTube analytics (ideally you are doing both) this is where you get to see how successful you were with things like page views, videos views and how long people are looking at your video. It is also important to look at engagement (likes, shares, comments  . . .)  Analytics and engagement are matrices you use to help you plan for the next videos you are working on producing. 

About the author: Ndlela Nkobi is a filmmaker and online video content creator based in New York City and Johannesburg. He works with small businesses, nonprofits, consultants and artists to connect with their clients through the use of video. You can see his work at ndlela.tv. 

Ndlela Nkobi has worked for Center for New Media Teaching and Learning (Columbia University) and Third Sector New England (Boston, MA).  He has worked with Center for Environmental Research and Conservation (Columbia University), New York City Department of Education, Nonprofit Consultants Network (Boston, MA) and Starr King School for the Ministry (Berkeley, CA).

Hi readers, I hope you enjoyed this guest post. Do you have additional tips for how to get the most reach on promotional videos? Comments and questions are, as always, welcomed and encouraged!

Cheers, 

Jessica Cloud  

PS - If you liked this post, you might also like these: 

• Create Memorable Web Addresses
• All about Giving Days (Interview with Jake Strang)
• Canva for Graphic Design

PPS - If you found this article helpful, please comment and let me know. Also subscribe to Real Deal Fundraising so you don't miss a post! You'll get my  guide to Call Center Games for Free!

I work from home and it is difficult to get enough movement when you walk basically to the kitchen, your office and then to your bedroom every day. I had gotten lax in my exercise regimen (what there was of it) and was waking up feeling stiff and sore every morning. 

So, for these reasons, I decided to challenge myself. I wanted to do two things every day: at least 20 minutes of yoga and get 10,000 steps. I add a daily entry indicating that I have done it on my Facebook profile with a status update and the hashtags: #yogaeverydamnday and #10Ksteps. Probably it annoys more than 3/4 of my Facebook friends, but I don't care. In my opinion, I'm helping them with their own practice of scrolling past things that annoy you. 

By Day 10, something weirdly amazing started to happen. I had had a terrible day. My kids had gone bonkers. It was a weird, off day and I basically ate my weight in Mexican food to cope. It was 9PM, my children were finally asleep and I only had like 3,000 steps. 

What did I do? I stayed up until midnight and got those damn steps, that's what I did! 

I could have just stopped posting about it on Facebook and no one would have noticed or cared. But, at this point, I was invested. I didn't want to stop for one bad day and have to "start over" with another 30 days. 

Intractable stubbornness had set in. That stubbornness made me do it because I wanted to, just because. Even though it was hard. Even though there were no gold stars and no one would have cared if I stopped. Now, I'm on Day 15 and I'm starting to see more and more benefits, but the biggest is just the satisfaction that I didn't freaking quit. 

Why am I posting about stubbornness on a blog post that's FUNdraising Friday? For a few reasons: 

1. Honestly, I was behind on my writing and I thought about not writing today. I mean, who would care? But then I thought about how long I've been writing on this blog for 5 days per week now and the same intractable stubbornness propelled me to come up with something.
2. Because this is what's on my mind right now. Not only am I trying to find a new level of consistency from myself but I'm trying to teach my daughter to channel her own stubbornness into practice. 
   
3. I wrote about this on a "fun" column day because I have found in my life that the things that are most fun require higher levels of commitment from me in getting there. Great trips require intense planning. Being a great parent means having patience for the tedious consistency you must develop. Being a great fundraiser means setting a goal you believe you can reach and getting there: no matter what! 
   
4. I think that this psychology has implications for fundraising and especially consecutive year and monthly giving programs. I've always thought that these programs work because they help people forget about giving, making it easy for them and having the staff tending to the reminders. But, with this new perspective, it's possible that consistent giving is in many ways its own reward. It may be the intrinsic motivation that keeps consistent donors giving, not the external factors.

All that said, where in your work can you activate the power of intractable stubbornness? What areas of your personal life could benefit from the same mindset?

​I’ve talked about finding the stories of impact and sharing them with your donors. The importance of letting donors see how their gifts have transformed lives cannot be overstated.

Upon reflection, I realized that I have overlooked throughout my entire career, one very important story: my own. I have searched for the stories of scholarship recipients at every institution I’ve worked for and totally forgot to be recognize the impact donors have had on my own journey.

I was lucky enough to have been awarded a 4-year leadership scholarship which covered my room and board at my alma mater, The University of Southern Mississippi, but I was also the recipient of a generous scholarship so that I could go to London one summer for study abroad. The Dean of the Honors College also sent me on two trips (one to Princeton and one to Washington, D.C.) using funds that I now know must have been generated from Annual Fund gifts. I also know that charitable donations helped to support the fantastic Honors Forum series that brought the most incredible scholars and public intellectuals to Hattiesburg, Mississippi.

Here are some experiences that I have been able to have because I received scholarship support:

• I graduated my undergraduate with a paltry amount of student loan debt, especially considering that my experiences included a month abroad, a month long internship in Washington, DC, a two-week conference trip to DC and a week at Princeton for a conference.
• I've seen Van Gogh’s The Starry Night and a number of his other paintings in Paris, London, New York and Washington, D.C, sparking a lifelong interest in art history even though I never studied it formally.
• I've attended a Presidential inauguration and laid eyes on the lap-desk which Thomas Jefferson probably wrote The Declaration of Independence upon.
• I got to fly internationally before 9/11.
• I’ve visited Stonehenge, many castles, and a number of other sites in Britain.
• I’ve been to a conference at Princeton University and took my first day trip to New York City.
• I’ve stood in the Metropolitan Museum of Art and stared at an Egyptian hawk statue for well over 15 minutes.
• I got to visit Hampton Court Palace and stand in the same place that Henry the VIII and Anne Boleyn probably walked. (In the photo above, I’m standing in the famous gardens in 2001.) The ceiling of The Chapel Royal is one of the most aesthetically arresting things I’ve ever seen. So beautiful.
• I got my first professional job in fundraising through a job bank that I signed up for during one of the first trips I took to Washington, DC. At that job, I met my husband.
• I'm pretty sure that I'm the only member of my family to of been out of the country who wasn't in the military.
• I’m pretty sure I'm the first member of my family to pursue any level of graduate education
• I've heard Dr. Brian Greene (the string theorist), Jared Diamond, Bob Woodward, Thomas Hoving, Ralph Nader, and David Brooks and many other world renowned speakers talk about their areas of expertise. Several of these intellectuals, I still read every new book they publish.

As you can see, I have so much to be grateful for. I will let my career in philanthropy be my personal thank-you to all of the hundreds (if not thousands) of donors who made my education and my life today possible.

With sincere thanks,

​Jessica Cloud

So, this weekend my debit card/checking account was hacked for over $1,100! Lucky for us, we have a great credit union that helped me get the issue fixed immediately Monday morning and all of it (including the overdraft fees that it caused) will be fully refunded.

My mother asked me who actually ends up paying for these issues since the culprits are rarely caught. Strangely, I knew the answer because I have been trained on PCI compliance. The credit card companies end up eating the cost of fraudulent charges.
 
If you aren’t familiar with the term, PCI or PCI DSS stands for Payment Card Industry Data Security Standard and it is an effort on the part of credit card companies to prevent fraud and protect their bottom line. Anyone who charges credit or debit card is responsible for handling cards in a PCI compliant way.

As fundraisers (and more specifically phonathon managers), if you aren’t sure what PCI is or whether you are PCI compliant, you probably aren’t doing it right. Check with your Advancement Services staff and ask about this. Educate yourself, your student supervisors and your callers. The standards were updated in April 2016 and you can download them for review by visiting www.pcisecuritystandards.org/.

This happened to me at the University of South Carolina. We utilized every standard and precaution and took it very seriously. However, over a six week period, we started to get a string of complaints about rogue charges a few days after the alumni had made gifts via phonathon. There was no traceable pattern to the issues. Although we never identified the offending caller, we did isolate through analysis of our nightly seating charts that it must have been a caller who was overhearing other callers read out the number to the prospect for verification. We changed that part of the script and never had a problem again.

I talk about training our student callers about donor confidentiality and PCI compliance as often as I can because it impacts donor confidence in our organizations but also it impacts families. Most donors are not multi-millionaires, they are well meaning folks whose monthly budget can be wrecked by fraudulent charges and the time it takes to clean them up.
​
So, review the policies and start asking questions about how data and credit/debit cards are handled in your shop. Train your employees about properly taking care of the data, which is really taking care of people. It’s part of stewardship and it’s super-important.

If you found this article helpful, you may also be interested in my e-book How to Staff Your Phonathon Super-Fast: Seven Secrets to Fill the Seats. It's on sale now for $40 with the coupon code fillseats (valid through 9/1/16). This book guides you through innovative ideas and practices to turbo-charge your phonathon staffing efforts and break free from the hamster wheel of turnover. It also includes an appendix full of templates and samples to get you started implementing this system fast. ​

When you are planning any event (for fundraising or otherwise), it’s so important to have a generic checklist to go through during your planning so that you don’t miss something obvious. Most checklists you find online are geared for wedding or other non-professional events. So, I created my own.
​
Here’s the list of things you should think about when event planning. If you have small events inside a larger series of event (like a convention) you will want to go through this checklist for all of the smaller events and the event as a whole.

• Who is the program planning lead for this event?
• What will be calling this event?
• What other staff or departments are involved?
• Where will the event be?
• Have you secured space?
• What date and time will the event take place?
• Who or what groups will be invited? What is your target audience?
• Does this event require a fee to attend? By invitation only? Open to the public?
• If the event is not in your city, who will be representing your institution? Who will make travel arrangements for staff? When do different parties need to arrive?
• If your event is not in your city, when do you need to ship your supplies in advance of the event to get them there on time? Who will hold the supplies for you?
• When do the save-the-dates need to go out? Email only or email and mail?
• When do the invitations need to go out? Email only or email and mail?
• Who will design the save-the-dates and invitations? Who will stuff the envelopes and send? How much lead time do you need for those processes to take place?
• Will you advertise this event? What channels will you use? Write a promotional plan for this purpose.
• Who will handle RSVPs? How will the RSVPs be received? Web form/Email only or web form/email and mail?
• Do you need to send an email reminder the day before or day of the event?
• Is there a need for catering? Will there be a bar? Cash, tickets or open bar?
• Do we need to make arrangements for vegetarians/vegans/food allergies? How will that be handled?
• How do you want your room to be laid out? What are your technology needs?
• Who will document the event? Do you need a photographer or videographer or both?
• What kind of decorations do you want? Who will handle this?
• What accessibility issues do we have for this event? Do we need a sign language interpreter and are there any accommodations we need to make for handicap access?
• Does the venue provide adequate signage? Should we have our own produced so that attendees can find out event easily?
• Do we need background music, a DJ or a band? What kind of music will be played?
• How much parking is needed? How close is the available parking to the venue? Do we need to shuttle attendees back and forth?
• Will we need a registration table? Who will work that table? What information will they collect? What information will they distribute? Do we need nametags?
• What is the timeline of the event and the flow of the program? Who will speak, when and for what purpose?
• What collateral material needs to be on hand at the event? Where will it be placed? Will any of the speaker reference this material?
• Who will handle event clean-up? What staff are expected to stay and clean-up?
• Who will handle thanking attendees and marking attendance in the database?
• Will there be any follow up from the event? Asking for a gift? Inviting attendees to become further engaged with institution in some way?

When I was working at Southern Miss, we received a file to do a mailer to parents of current students. Of course, Admissions didn't have lovely and clean addressee and salutation fields and in fact, we didn't even have the parent's first name in most cases. 

I learned to use the "concatenate" formula to use that raw data to create addressees and salutations that were appropriate for direct mail. When we didn't have the parent's first name we used the student's name. It looked like "Dear Parents of John Doe,". Sometimes you make lemonade out of lemons. 

It's not uncommon in fundraising to get a list of prospects that has "raw data" with first name and last name as separate fields, no titles and no addressees or salutations. Before you can create a mail merge or import those into your database, you'll need to create the fields that you need. And you'll want to do it cleanly and efficiently. 

In this video, I'll show you 3 tricks in MS Excel that will help you save time and frustration in creating addressees and salutations for a list of prospects. 

1) Use filters to create working groups
2) Use the "concatenate" formula to string text together
3) Use "paste values" to turn your data set into editable text

If you liked this video, check out my video on using Excel's "filter by color" function to plan your donor trips. And subscribe to Real Deal Fundraising to get content like this in your inbox. 

Hey you. Yes, you. Sitting at your work computer munching on your toasted bagel with cream cheese. And you there, scrolling on your phone on public transport. And you, scrolling on your laptop killing a bit of time before your staff meeting. I’m talking straight to you. All of you.

You are amazing.

Really. Truly, amazing. You get up every day and do a job that most people would be scared out of their wits to do. You ask people for money and provide no tangible product in return. That’s hard work.

And that work requires a broad-ranging and diverse skill set that many just do not have. The soft skills of messaging and etiquette and the hard skills of data and statistical analysis. You are also probably highly skilled at various aspect of technology too. It’s likely that to do your job you also have to have knowledge about finance, management, marketing and human resources. That’s a tall order.

You are a force to be reckoned with. Your work enables students to get an education, hungry people to eat meals, animals to find homes and so many other wonderful life-affirming things. All of which wouldn’t happen without the work that you (and others like you) do. You are the superpower of the non-profit world, the engine that makes this sector move: the fundraiser.

So, approach this week like the amazing being you are.

At this point, you are probably sitting a little straighter, nodding your head in agreement at the realization of how awesome you are. Maybe you are claiming the amazing things your non-profit does in the world as your own accomplishments. Yes, they are yours. Own them. The more connected you are to mission, the happier you will be in your work and the more funds you will raise for your good cause.
​
Now, ask yourself, how can I create this same feeling for each of my donors? What would make them feel amazing and personally responsible for the good things this organization does in the world? What would make them stand straighter and take ownership of the good your non-profit does? Do that and they will give more and they will feel amazing about giving, about your institution and about themselves.