managing potential supporters

Managing Your Supporters

Npower Northwest

• Vision: a thriving community with high performing nonprofits

• Mission: to strengthen the nonprofit sector by catalyzing innovation and driving adoption of technology solutions

Introductions

Elissa Thomas

HandsOn Tech Corps AmeriCorps VISTA

Serving at NPower Northwest

vistastaff@npowernw.org

Road Map

• Priority & Process

• Getting Specific

• Q&A

Set Goals

Be clear about what you intend to do

Engagement goals

• Know who your supporters are – esp. the why

• Present impactful, appropriate opportunities

• Record actions & feed data back into analysis

• Move supporters up the “engagement ladder”

• Remember the ultimate goal is building relationships

Ladder of engagement

• At the bottom, communications are more automated and you can reach more people.

• At the top, relationships are more personal and labor-intensive.

Definition: data management

• Data management is the process of collecting, organizing, and managing data as an important organizational resource.

• To manage data effectively is to bridge the gap between inputs – hard data sets – and outputs – information or analysis – that an organization can use to make decisions and demonstrate a measurable community impact.

Life cycle of data

Actual life cycle of data

Process review

• What is your current process on recruiting and managing supporters?

• How do you want it to look?

Use technology that helps

Fit the technology to how you work,

not your organization to the technology

3 rules of data management

• Standardize what you’ve got.

• Use technology to collect what you don’t.

• Be consistent.

Consistency, the cloud, and collaboration

• Standardize data entry

• Establish common formats

• Make use of shared workspace tools

• Set up a central repository

Cloud computing

Databases – Why use a CRM?

• Centralized storage

• Relational

• Integrates with other channels

• Useful for sending out communications

• Tracks campaigns, events, etc.

• Organizational record-keeping

• Metrics & reporting

• Allows customizable interactions for different constituent groups

• Analysis capabilities for better decision-making

The Social CRM

• Incorporates member’s social media profile information into the database

• Tracks social media interactions alongside other data (donations, emails received, etc.)

• Builds a list of social media followers who are NOT members in the database

• Assists with member recruitment & retention

• Allows for mapping of social connections

Metrics – data exhaust

• # constituents/donors/volunteers/board members/program attendees

• Facebook followers, likes, posts by your organization, comments on posts

• Twitter followers, tweets by your organization, mentions, and retweets

• Blog posts and comments

• Newsletters sent, subscribed, unsubscribed, opened, clicked through

• Website visits, visitors, page views, top referral sources, RSS subscribers

Measurement tools

• Database reports

• Facebook Insights

• SocialBro for Twitter

• Google Analytics for blog, website metrics

• Newsletter software reports (MailChimp, Constant Contact, and VerticalResponse all include social media tracking)

Reflection

• How do you see technology helping your constituent management process?

Take Aways

• Priorities dictate process

• Know your supporters

• Standardize and share

Resources

• NPower Northwest: www.npowernw.org

• 501 Commons: www.501commons.org

• NTEN: www.nten.org

• TechSoup: www.techsoup.org

• IdealWare: www.idealware.org

In closing

“When you need a friend, it’s too late to make one”

– Mark Twain

Thank You

Elissa Thomas

HandsOn Tech AmeriCorps VISTA

vistastaff@npowernw.org

Q & A