Let Go and Freshen Up: Spring Cleaning for Your Nonprofit

The Great Clean-Up

One thing I’ve noticed now that it’s officially spring is the number of articles about spring cleaning and decluttering. For many of us, these types of projects can be overwhelming, especially if we’ve ignored that mutating pile of paperwork or our closets are overflowing with so much stuff we can barely open the door.

As much as I dislike cleaning and organizing, I’m happy once it gets done. Often getting started is the hardest part.

Your nonprofit organization should also do its own version of spring cleaning and decluttering. If you’re feeling reluctant about taking on these so-called cumbersome tasks, just think how happy you’ll be once they get done.

Let’s get started!

Clean up your mailing lists and database

Did you have an influx of address changes, returned mail, and bounced emails after you sent your year-end appeal? This is a good time to clean up and update both your direct mail and email mailing lists.

Don’t wait until right before your next mailing to clean up your donor data. Even though it’s tedious, have someone who’s familiar with your donors (your development director?) go through your mailing lists and database to see if you need to make any additions, changes, and deletions.

Be meticulous. No donor wants to see her name misspelled, be addressed as Mrs. when she prefers Ms., or receive three mailings because you have duplicate records.

Your donor database is an important tool and it needs to be up-to-date and filled with accurate information about your donors.

Letting go

As you clean up your donor database, pay particular attention to your lapsed donors. It may be time to take some of them out of your active donor file. Who are these people?  If they’ve donated in the past, is it likely they’ll donate again? For example, the mother of a former staff member who left five years ago is a good candidate for your inactive file.

Send one more targeted mailing to people who haven’t donated for at least four years. Let them know you miss them and want them back. If you don’t hear anything, let them go. 4 Tips: When to Remove a Lapsed Donor from Your Database

Do the same thing with your email list. It doesn’t make sense to send email to people who don’t respond to it. Give these people a chance to re-engage, and if they’re not even opening your emails, move them to an inactive file. Why Deleting People from Your Email List is a Good Thing

But wait you say, we want as many people in our database and email lists as possible, don’t we?  No, you want people who are still interested your organization. Quality wins over quantity.

You can save money by not mailing to people who aren’t going to support you and aren’t paying attention to you.

Freshen up your messages

Now that you’ve pared down your mailing lists to active donors and supporters, they deserve something good the next time you communicate with them. Will they get that?

Take a good look at your appeal letters, thank you letters, and other content. Have you been using the same stale, old templates for years?  Are your letters all about how great your organization is and filled with jargon?  Are your newsletter articles mind-numbingly boring?

Freshen them up with some donor-centered content. Can Your Organization Pass the Donor-Centered Test?

Don’t put it off too long

Your clutter and dust at home won’t disappear on their own. The longer you ignore it, the worse it gets. The same is true for your nonprofit.

Take on your cleaning and organization projects as soon as you can. You’ll be happy once they’re done.

Enough With the Jargon

14298097970_821a8a132a_m

Nonprofits love their jargon, don’t they?  You see appeal letters, thank you letters, and newsletter articles laced with terms like at-risk youth, underserved communities, leverage, and impactful.

I think people use jargon because it’s an insider language and it makes them feel like they’re “in the know” in their professional world. It’s easy to slip into jargon-mode around the office. But the danger comes when jargon creeps outside of your insular community and into your donor communication.

People need to understand you to connect with you

We can get lazy and use jargon when we can’t think of anything fresh and original. And that’s the problem because jargon is boring and your donors may not understand what you’re trying to say. Your donors don’t use these terms and neither should you.

Jargon fixes

Sometimes you need to give a little more information. For example, instead of just using the term food insecurity, describe a situation where a single mother has to choose between buying groceries and paying the heating bill.

Let’s look at a few more of these problem terms and what you can say instead. You may use some of these terms internally and they might be in your mission statement, but try to limit them when you communicate with donors.

  • At-risk means there’s a possibility something bad will happen. Instead of just saying at-risk students or youth, tell a story or give specific examples of something bad that could happen. Our tutoring program works with high school students who are more likely to fail, be held back, and drop out of school.   
  • Underserved means not receiving adequate help or services. Instead of saying we work with underserved communities, explain what types of services these residents don’t receive. Maybe it’s healthcare, affordable housing, or decent preschool. Tell a story or give a specific example. Linda can’t send her daughter Kyra to a good preschool because there isn’t an affordable one nearby.
  • Impact means having an effect on someone or something. How are you doing that, and why is it important?  Again, give a specific example. Thanks to donors like you, we’ve helped families find affordable housing so they don’t have to live in a shelter, a motel, or their car. Now they have a place to call home. And, let’s please all agree to stop using the word impactful.

Tell a story

This is why stories are so important. You can get beyond that vague, impersonal jargon and let your donors see firsthand how they’re helping you make a difference for the people/community you serve.

What would Aunt Shirley think?

Imagine you’re at a family gathering and you’re explaining what your organization does to Aunt Shirley. Does she look confused and uninterested when you spew out words like underserved and at-risk, or does she want you to tell her more when you mention kids in your tutoring program are doing much better in school?

Let’s stop using jargon when we can use clear, conversational language instead. Here are more examples of cringe-worthy jargon. I’d love to hear some of your pet peeves, as well.

21 irritating jargon phrases, and new clichés you should replace them with

Nonprofit Jargon: 22 Phrases We Love to Hate

24 Words and Phrases It’s Time for Nonprofits to Stop Using

Photo by Wes Schaeffer

Is Your Newsletter Boring?

7949872568_ba8f714d82_m

There’s a good chance the answer to this question is yes. Many nonprofit organizations use a newsletter as a way to engage their donors, but the opposite is happening. That’s because most donor newsletters can be used as a cure for insomnia. They’re too long and filled with articles that brag about how wonderful the organization is.

Don’t worry. You can create an engaging newsletter your donors will want to read. Here’s how.

Think about what your donors want

You may opt not to do a print newsletter because it’s expensive and takes too much time, but you’re making a mistake if many of your donors prefer print.

I think you’ll have more success if you can do both print and electronic newsletters. I recommend a short e-newsletter once or twice a month and one to four print newsletters a year. But ask your donors what they like, and listen to what they say. If a majority of them prefer one over the other, then doing both may not make sense.

You also want to include content that will interest your donors. Do you think they would rather read an article about your CEO receiving an award or one about Jacob acing his math test after his weekly tutoring sessions? The answer should be obvious.

Your donors want to hear how they’re helping you make a difference.

Share stories

Each newsletter needs to begin with a compelling story. Client stories are best, but you could also do profiles of volunteers, board members, and donors. Focus on what drew them to your mission.

Create a story bank that includes at least three client success stories to use every year.

Write to your donors

Write your newsletter in the second person, emphasizing you much more than we. Be personal and conversational. Say – You helped Jacob improve his math skills or Because of donors like you, X number of students are now reading at their grade level or above.

Ditch the jargon and other language your donors won’t understand. Write as if you’re having a conversation with a friend.

I’m not a fan of the letter from the CEO because those tend to be organization-centered instead of donor-centered.  

Say thank you

Never miss an opportunity to thank your donors. Every one of your newsletters needs to show gratitude and emphasize how much you appreciate your donors.

Make it easy to read (and scan)

Most of your donors aren’t going to read your newsletter word for word, especially your e-newsletter. Include enticing headlines and email subject lines, at least a 12-point font, and lots of white space so your donors can easily scan your newsletter.

Stick to black type on a white background as much as possible. Colors are pretty, but not if it’s hindering your donor’s ability to read your newsletter. Photos can be a great way to add color, as well as tell a story in an instant.

Use the inverted pyramid and put the most important story first, keeping in mind your donors may not get to all the articles.

Very important –  make sure your donors can read your e-newsletter on a mobile device.

Short and sweet

Your print newsletter should be no more than four pages. Limit your monthly e-newsletter to four articles. Some organizations send an e-newsletter twice a month. Those should be even shorter – two or three articles.

You may find you have more success with shorter, more frequent email updates.

Send it to the right audience

Fundraising guru Tom Ahern recommends sending your print newsletter only to donors. This can help you keep it donor-centered, as well as cut down on mailing costs.

Send e-newsletters only to people who have signed up for it. They may or may not be donors, but an e-newsletter can also be a good cultivation tool.

Let’s put an end to boring newsletters. Create one your donors will want to read.

Read on for more information about donor newsletters.

Shhh! Secret Formula for Donor Newsletters That Delight

3 Pitfalls of Nonprofit Newsletters and How to Avoid Them

HOW TO CREATE A BETTER NON-PROFIT NEWSLETTER

How to Format Your Nonprofit Newsletter

Photo by Dwight Sipler

 

Can Your Organization Pass the Donor-Centered Test?

3636017744_11ca3c37f5_m

I recently received a newsletter from an organization that focused mainly on themselves, then their clients, and then barely mentioned their donors. There’s no question this organization does good work, but their newsletter failed the donor-centered test. Unfortunately, they’re not the only guilty culprits.

The term donor-centered is pretty self-explanatory. It means focusing on your donors’ needs and interests, acknowledging them in your letters and other communication, and taking into account that not all donors are the same.

Can your organization pass the donor-centered test? Take a few minutes to find out.

Fundraising Appeals

  • Are your fundraising appeals 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 the people/community you serve.
  • Are your appeals segmented 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.
  • Are your appeals addressed to a person and not Dear Friend?
  • Are your appeals vague, impersonal, and filled with jargon your donors won’t understand?  Don’t say we’re helping underserved members of the community. A donor-centered appeal would say something like – With your support, we can help low-income families find affordable housing.
  • Do your appeals make people feel good about donating to your organization?

Thank you letters

  • Do your thank you letters come across as transactional and resemble a receipt? Yes, you need to acknowledge the donation is tax deductible, etc, but most donors are more concerned about how their gift made a difference.
  • Do your thank you letters (or better yet, a handwritten note) shower your donors with love?  Start your letter with You’re amazing or Thanks to You!, and not On behalf of X organization.
  • Are you telling your donors the impact of their gift?  For example – Thanks to your generous donation of $50, a local family can get a box of groceries at the Southside Community Food Bank.
  • Do you 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.

Newsletters

  • Do your newsletters sound self-promotional and focus on all the wonderful things your organization is doing instead of showing your donors how they’re helping you make a difference?
  • Is your newsletter written 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?  BTW, all your donor communication should be written in the second person. It’s much more personal.
  • Does your newsletter include success stories, engaging photos, and other content your donors want you to share?
  • Are you using the right channels?  Perhaps you only send an e-newsletter, but some of your donors prefer print.
  • Are you showing gratitude to your donors in your newsletter?

Always think of your donors first

Use these test questions on other donor communication such as annual reports (these are rarely donor-centered), your website, and social media posts.

How did you do?

Be sure the messages you send to your donors focuses on them and makes them feel special. Staying donor-centered can help you build relationships and keep your retention rate from plummeting.

Read on for more information on how to be donor-centered.

A donor-centered organization, your donors, & relationship building

How to Create a Donor-Centered Fundraising Letter

 

Let Your Donors Know How Much You Appreciate Them

 

16317995822_f23087f3eb_z-1Valentine’s Day is coming up and it’s a perfect opportunity to thank your donors and show how much you appreciate their support. Okay, maybe you think doing something for Valentine’s Day is hokey, but you should still do something fun and creative to show appreciation this month. The holidays are over, winter isn’t, and the world doesn’t feel like a very nice place right now, so we could all use a little pick-me-up.

This is also a good opportunity to stay in touch with the people who gave to your year-end appeal, especially first-time donors. If you haven’t shown any donor love since your year-end appeal, then you definitely need to reach out now.

Here are some ideas.

Create a thank you photo

Make your donor’s day with a great photo, like one of these.

 

You can send thank you photos via email and social media, use one to create a card, and include one on your thank you landing page.

Make a video

Videos are becoming an increasingly popular way to connect. Here are a couple that I received recently by email.

To Our Friends, With Gratitude

What You Made Possible in 2016

You’ll notice that both are short (and they need to be short), donor-centered, and show the organization’s work up close and personal.

Share an update or success story

In addition to saying thank you, share a brief update or success story. Emphasize how you couldn’t have helped someone without your donor’s support. For example – Thanks to you, Jenna won’t go to bed hungry tonight.

Send a card

A handwritten note will also brighten your donor’s day. If you don’t have the budget to send cards to everyone, send them to your most valuable donors. These may not be the ones who give you the most money. Do you have donors who have supported your organization for more than three years? How about more than five years? These are your valuable donors.

Another idea – Send a small number of thank you cards every month, ensuring that each donor gets at least one card a year. Spreading it out may be easier on your budget.

Thank You 101

Make this the year you do a better job of thanking your donors. Thank your donors right away and send a thank you note/letter or make a phone call. Electronic thank yous aren’t good enough.

Be personal and conversational when you thank your donors. Don’t use jargon or other language they won’t understand. Write from the heart, but be sincere. Give specific examples of how your donors are helping you make a difference.

If your budget doesn’t allow you to mail handwritten cards, is there a way you can change that? You may be able to get a print shop to donate cards. You can also look for additional sources of unrestricted funding to cover cards and postage.

Maybe you need a change of culture. Getting your board, all staff, and volunteers involved in thanking your donors will make a huge difference.

Keep thinking of ways to surprise and delight your donors! Get creative.

20 Unique Donor Thank You Ideas

21 IDEAS TO REFRESH YOUR DONOR STEWARDSHIP

You can’t say thank you enough. Make a commitment to thank your donors at least once a month.

You don’t even need to wait for a holiday or special occasion. Just thank your donors because they’re incredible and you wouldn’t be able to make a difference without them.

How to Create a Better Annual Report

19523182406_27b919a580_zIt’s annual report season, for better or for worse. Often it’s for worse since many of them are long, boring booklets that put your donors to sleep.

You don’t have to do an annual report, but you do need to share accomplishments with your donors. You may opt to nix the annual report and send short progress reports a couple of times a year or monthly e-updates instead.

If you decide to do an annual report, I encourage you to move away from the traditional multi-page one. These take a lot of time to produce and there’s no guarantee your donors will read it. Aim for something no longer than four pages.

Here are a few things to keep in mind to help you create a better annual report.

Your annual report is for your donors

It’s not for your board and you don’t have to do it the same way you’ve always done it – no more massive, boring booklets.

You may want to consider different types of annual reports for different donor groups. You could send an oversized postcard with photos and infographics or a two-page report to most of your donors. Your grant and corporate funders might want more detail, but not 20 pages. See if you can dazzle them with no more than four pages.

One way to shorten your annual report is to not include a donor list. The Annual Report Donor List is a Stupid Waste of Time If you feel you must have one, put it in on your website.

Show your donors how much you appreciate them

Donors want to feel good about giving to your nonprofit. Think of this as a gratitude report.

Focus on thanking your donors for their role in helping you make a difference. Get inspired by some of these examples from Agents of Good. Annual/Gratitude Reports 

How are you making a difference?

The theme of many annual reports is look how great we are. Are You Bragging Too Much?

They also include a bunch of boring lists, such as number of clients served, You need to share specific accomplishments that show how you are making a difference.

Focus on the why and not the what. Something like this – Thanks to you, 85% of the students in our tutoring program are reading at or above their grade level and now have a better chance of graduating from high school on time.

Tell a story

Donors love to hear about the people they’re helping. You can tell a story with words, a photo, or a video. Share a success story. For example – Jeremy, a fourth grader at Clark Elementary School, used to get a pit in his stomach if he had to read aloud in class. He struggled with the words and hoped no one would laugh at him. Now after weekly tutoring sessions with Kevin, one of our volunteer tutors, his reading is much better and he doesn’t dread reading time.

Make it visual

Your donors are busy and don’t have a lot of time to read your report. Engage them with some great photos, which can tell a story in an instant. Choose photos of people participating in an activity, such as Kevin helping Jeremy with his reading.

Use colorful charts or infographics to highlight your financials. This is a great way to keep it simple and easy to understand. Sprinkle in quotes and short testimonials to help break up any text.

Be sure your report is easy to read. Use at least a 12-point font and black type on a white background. A colored background may be pretty, but it makes it hard to read.

Write as if you’re having conversation with friend

Go jargon-free. Most of your donors don’t use words like underserved or at-risk, and neither should you. Use everyday language such as – With your help, we found affordable housing for over 100 homeless families. Now they no longer have to live in a shelter, a motel, or their cars and have a place to call home.

Write in the second person and use a warm, friendly tone. Of course, use you much more than we.

For more information on creating a better annual report, I encourage you to take time to watch Kivi Leroux Miller’s great webinar Go Short with Your Annual Report

 

What You Can Learn from Your Donors

Image result for creative common images for smiley hearts

Do you know why your donors give to your organization? Most likely they feel a connection to your cause. Most of us are good people and we want to help others.

I’m very upset about the results of the recent U.S. presidential election, which prompted me to donate to organizations that will help people/communities who will be left behind in the next administration.

There’s no question that nonprofit organizations do good work, but as a donor, I feel that many aren’t good at communicating this or making a personal connection with me.  

You hear a lot about how important it is to be donor-centered, but organizations need to practice this. You need to think from your donors’ perspective. This is what’s important to us.

Why should I give to your organization?

Why is it important to give to your organization now?  It doesn’t matter to me that it’s your annual appeal, #GivingTuesday, or the end of your fiscal year. I want to hear how you’re helping people or the community.

I don’t want a bunch of boring statistics either. Tell me a story. Show me how I can help make a difference for someone or in the community.

I also don’t need to hear about how great your organization is. If I’m a current donor, I wouldn’t have supported you if I hadn’t thought highly of you.

Do you really know me?

I’m barraged with fundraising appeals, especially at the end of the year. Some of them are from organizations I support and others aren’t. There’s not much difference between them. Most are generic with no regard for who I am. I guess I expect that from organizations I don’t support.

But it bothers me when organizations I’ve supported for many years never acknowledge that. It’s not that hard to segment your letters or add a handwritten note.

I’m always thankful for the few organizations who take the time to be more personal.

Let me know that you appreciate my gift

The generic automatically generated thank you email doesn’t cut it. I need something better. Let me know how much you appreciate my gift.

If I’m a new donor, welcome me.  If I’ve given before, thank me for my continued support.  Surprise me with a phone call, handwritten note, or at the very least, a heartfelt letter. Say Thank You Like You Mean It

I made a number of first-time donations this year, many of them monthly gifts. I’m curious to see how many of these organizations welcome me and do anything special for monthly donors.

Use language I understand

I don’t use words like at-risk and underserved and neither should you. Your jargon is boring and makes me gloss over your letter. Instead of using the term food insecurity, tell me families have to choose between buying groceries or paying the heating bill. Use plain language to help me understand your messages.  10 plain English principles for writing better web content

This feels like a transaction

Many fundraising appeals focus more on the transaction than the relationship. Yes, you’re trying to raise money, but you should also try to build a relationship with me.

I make a majority of my donations on #GivingTuesday. I almost dread opening my email inbox because there’s a relentless stream of Donate Now messages.

As a donor, I like the idea of #GivingTuesday and I’m always happy if there’s an opportunity for a matching gift, but it’s very transactional, and that includes the thank you experience or lack there of.

Whether you participate in #GivingTuesday or not, please keep your relationship with me front and center.

Don’t ignore me

After I give a donation, I want you to stay in touch, and that doesn’t mean blasting me with appeals. Send me updates on how my gift is making a difference.

Very few organizations do that and do it well. I’m always grateful when I get an endearing update like the one in this post. Knock it Out of the Park

Remember, your donors give to your organization because they care about what you do. Show them that you care about them, as well.