With all that’s gone on this year, if you’re still sending generic, organization-centered communication, you’re doing a huge disservice.
I know there has been some conflict about donor-centered vs community-centered, and I think we can have both. What you don’t want is to be organization-centered. You can’t communicate with your donors without focusing on them. This is true for any type of audience. Also, donor-centricity leads to community.
Think Twice Before You Throw the Baby Out With the Bathwater | Donor-Centered vs Community-Centered
We’re also seeing real people with real problems. Your vague, generic communication that uses demeaning terms such as at-risk and underserved needs to end.
It’s harder to fundraise now, but you need to still do it. You’ll be more successful if you make some of these improvements to your donor communications.
- Your fundraising appeal shouldn’t be focused too much on your organization – rambling on about how great you are. Your organization may be great, but let your donors figure that out. Your donors are the ones who are great, and they want to hear how they can help you make a difference for your clients/community.
- Segment your appeal to the appropriate audience. Thank past donors or reference your relationship to a potential donor. Maybe they’re event attendees, volunteers, or friends of board members.
- Address your appeal to a person and not Dear Friend.
- Don’t use vague, impersonal language and jargon your donors won’t understand. Instead of saying we’re helping at-risk youth, say something like – With your support, our tutoring program can help more students graduate from high school on time. It’s been challenging this past year as many schools switched to remote learning.
- Your appeal should make people feel good about donating to your organization.
Thank you letters
- Your thank you letter shouldn’t come across as transactional and resemble a receipt. This is one of my huge pet peeves right now. Yes, you need to acknowledge the donation is tax-deductible, etc, but most donors are more concerned about how their gift made a difference.
- Your thank you letter (or better yet, a handwritten note) needs to pour on the appreciation. Start your letter with You’re amazing or Thanks to You!, and not On behalf of X organization.
- Address your thank you letter to a person and not Dear Friend.
- Tell your donors the impact of their gift. For example – Thanks to your generous donation of $50, a family can get a box of groceries at the Eastside Community Food Bank. This is crucial now since we’ve seen triple the number of people in the past year.
- Recognize each donor. Is this the first time someone has donated? If someone donated before, did she increase her gift? Acknowledge this in your letter/note.
- Your newsletter shouldn’t sound self-promotional and focus on all the wonderful things your organization is doing. Since the pandemic, I’ve seen organizations patting themselves on the back because of all the changes they needed to make to their programs. What’s most important is how this is affecting your clients/community. Yes, you may have changed the protocols at your homeless shelter, but that’s because you needed to continue to offer a safe place to those who need it.
- Write your newsletter in the second person. Write to the donor and use the word you more often than we. How to Perform the “You” Test for Donor-Centered Communications – Do You Pass? Keep in mind, all your donor communication should be written in the second person. It’s much more personal.
- Include stories about clients, engaging photos, and other content your donors like to see. Remember, donors want to see the impact of their gift.
- Use the right channels. Perhaps you only send an e-newsletter, but some of your donors prefer print.
- Show gratitude to your donors/supporters in your newsletter.
These suggestions for improvement can be used for other types of donor communication such as annual reports, your website, email messages, and social media posts.
Better donor communication can help you build relationships. This is especially important now when your goals should be donor retention and sustaining long-term donors.
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