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100 pages tagged with Commission on the Donor Experience:
- A question of competency Interviewing well for fundraisers is like interviewing for any post. It’s all about the questions you ask.
- Are you the disrupter, or the disrupted? The Commission on the Donor Experience could be seen as a watershed moment for the not-for-profit sector. Terry Hunt, partner at The Future Customer gives his candid opinion on the future in a specially-commissioned article.
- CDE All the project summaries in one report CDE All the project summaries in one report here.
- CDE Contents List of all the CDE project summaries and where to find them on SOFII.
- CDE project 10 appendix 1: case studies to showcase putting donors at the heart of legacy fundraising Four case studies are described here, each demonstrating strategy and behaviour in legacy inspiration that place the donor at the heart of its practices and activities.
- CDE project 10 appendix 1: Cystic Fibrosis Trust The Cystic Fibrosis Trust recognised that, as a charity in which the condition they were seeking to address was responsible for early death, the subject of legacies was a difficult one to introduce to their core audience and beyond – people with CF and their families and friends.
- CDE project 10 appendix 1: Remember a Charity This case study illustrates an insight-driven and donor-led campaign.
- CDE project 10 appendix 1: UNICEF UK UNICEF UK had reviewed its legacy strategy and concluded that it needed to engage a wider audience and to reach more people while simultaneously finding innovative ways to engage existing supporters.
- CDE project 10 appendix 1: WaterAid This case study was put forward for an Institute of Fundraising Legacy Award and highlights the combination of strategy, marketing and culture to promote legacies in a more donor-friendly way.
- CDE project 10 section 1: an overview of and background to legacy fundraising To leave a legacy is a natural human desire. Since the beginning of history, human beings have striven to pass on something of ourselves to future generations.
- CDE project 10 section 2: legacy fundraising today and the opportunity before us In the past 15 to 20 years, legacy fundraising has embraced new forms of reach and engagement. The rise of digital platforms and other media have increased and developed engagement.
- CDE project 10 section 3: putting the donor-led experience at the heart of legacy fundraising growth What do donors need and want in order to make the giving of a gift in their wills meaningful, normal, joyful, easy and rewarding?
- CDE project 10 section 4 part 1: the approach used in this report and the basis for these conclusions To draw together some inputs, ideas and contributions that shaped some of the conclusions and recommendations in this paper, we have organised the collection of insights around four areas.
- CDE project 10 section 4 part 2: the experiences and needs of donors and their families At the heart of the challenge of providing the best experience are the primary wishes of the donors and their families.
- CDE project 10 section 4 part 3: how the donor might behave and how can we use insight to improve experience Much has been written about the power of emotion and at the heart of thinking about how these can be used in legacy fundraising, the following are links to four resources pertaining to the art and science of emotion.
- CDE project 10 section 4 part 4: the organisation’s culture, capacity and experience Creating a positive experience for legacy donors or for those enquiring about becoming such donors requires a much wider contribution and understanding from the organisation.
- CDE project 10 section 5: the legacy marketing, fundraising and influence method and experience The majority of legacy gifts are made without revealing intent in life. We have indicated reasons that this focus may actually drive engagement away rather than encourage openness.
- CDE project 10 section 6: the probate and legacy administrative experience and approach The donor experience is complex, and there are a variety of experiences that donors may with a charity during their journey.
- CDE project 10 summary: legacies This project will look at the strengths and weaknesses of the current model of legacy fundraising and identify how we make sure that people feel encouraged to include charities in wills.
- CDE project 11 summary: communication with individual donors Project 11 is made up of six different sub projects investigating how the donor experience can be enhanced via different channels commonly used in communicating with individual donors.
- CDE project 11: part 2 - case study Joe Jenkins, director of supporter impact and income at The Children’s Society explains their new integrate strategy to engage with new cohorts of supporters.
- CDE project 11: part 2 - guidance on integration Integrated fundraising is meant to be the fundraisers weapon to combat the abundance of ways we can now communicate with, and listen to, our supporters.
- CDE project 11: part 2 - tools and tips Here are some tools and tips that can help you improve your everyday integration.
- CDE project 11: part 3 - a data-driven strategy for direct communications By getting the data basics right, it will mean a charity can communicate with its supporters in a way they feel respected and it engenders a positive supporter experience.
- CDE project 11: part 3 - it’s all about the ‘How’ How to develop a data-driven strategy that will deliver?
- CDE project 11a summary: mass media Mass market media does not lend itself to a one size fits all best practice guide. The brand position, budget, fundraising product and area of work will greatly determine the approach you take.
- CDE project 11a: appendix 1 and appendix 2 Appendix 1: research sources and appendix 2: methodology
- CDE project 11a: putting the principles and actions into practise Before considering the guidance on what we need to be doing to improve the experience for our donors, we should take some time to consider some of the key issues facing the sector.
- CDE project 11a: steps four and five Step four: planning the donor journey. Step five: imagery, emotion and language
- CDE project 11a: the approach The Commission for the Donor Experience seeks to look at fundraising, in this instance mass market fundraising, from the point of view of the donor.
- CDE project 11a: the six steps - step three: materials and media A key part of any mass market and above the line fundraising is the creative, or visual presentation of both the problem and solution. While there is not a one size fits all approach, there are some key considerations that should be considered in signing off a creative approach.
- CDE project 11a: the six steps - steps one and two Step one: insight Step two: proposition, products and promise
- CDE project 11b summary: direct mail How can we plan better as a sector to avoid individuals being inundated with our communications and ensure that that our messages get the attention they deserve rather than all being lost in such a crowded space?
- CDE project 11b: appendix 1 Additional income plus cost savings from a digital print strategy - a direct mail case study from World Vision.
- CDE project 11b: part one - direct mail that works Introduction and some basics.
- CDE project 11b: part two - output from the direct mail workshop and recommendations to improve the donor experience Examples of direct mail and recommendations to improve the donor experience. Recommendation one.
- CDE project 11b: recommendation 6 - thank properly and great customer service Thank personally and quickly. As project 6 on emotion recommends, fundraiser’s should aspire to be ‘famous for frequent, fast, fabulous feedback’.
- CDE project 11b: recommendations to improve the donor experience - four and five Recommendation 4: Be smart with data Recommendation 5: Have a great offer and compelling reason to give
- CDE project 11b: recommendations to improve the donor experience - two and three Recommendation 2: Think about how donors FEEL. Recommendation 3: Be an ambassador, as well as a fundraiser
- CDE project 11b: the three key and separate steps to crafting a great DM appeal Step 1: the proposition. Step 2: the concept. Step 3: the do’s and don’ts of direct mail appeal writing and design.
- CDE project 11c digital section 1: the approach Digital, mobile and email fundraising did not feature a great deal in the Etherington report of 2015 - or the maelstrom of media focus following the tragic death of Olive Cooke.
- CDE project 11c digital section 2 part 1: putting the principles and actions into practise Technological innovation and its use for charity - Understand and design based on donor preferences - Online Journeys
- CDE project 11c digital section 2 part 2: putting the principles and actions into practise Usability - General website usability - Accessibility - Language use - Storytelling - Storytelling and conversations
- CDE project 11c digital section 2 part 3: putting the principles and actions into practise Marketing consent - Email marketing - Mobile-oriented design and browser adaptation - Search Engine Optimisation - How donations are accepted
- CDE project 11c summary: digital This guidance is intended to help fundraisers, supporter engagement staff and the organisation you work for to design better online supporter experiences that engage and delight them.
- CDE project 11d community section 1 The approach & Value of the Community Fundraising Sector.
- CDE project 11d community section 2 Putting the principles and actions into practice - Volunteering - Methodology
- CDE project 11d summary: community Community fundraising is sometimes referred to as regional, local or volunteer fundraising, and encompasses a broad spectrum of fundraising work that takes place either on or offline in the community.
- CDE project 11e summary: telephone The telephone is a powerful and engaging channel of communication to reach donors and supporters when it is used within a multi-channel communication strategy.
- CDE project 11e telephone: case study - Erskine Stewart’s Melville Schools, Edinburgh The problem we wanted to solve, an the idea we wanted to test.
- CDE project 11e telephone: case study - Save the Children Agency Selection - Supporter Centricity - Preference Captures - Training and Engagement - Monitoring - Supporter Feedback - Learnings - Challenges.
- CDE project 11e telephone: case study - The Bible Society The Bible Society calling philosophy and what we have learnt over the last five years.
- CDE project 11e telephone: conclusion and about the authors The telephone, or voice to voice communication in general, should be one of the most effective engagement channels available to charities.
- CDE project 11e telephone: how we arrived at these summary principles – our approach We took a two-pronged approach to reaching these summary principles.
- CDE project 11e telephone: key findings We would like to highlight what we believe to be 6 key findings around charities’ use of the telephone in delivering a high-quality donor experience.
- CDE project 11f face to face: appendices 1 and 2 - case studies and sources Case studies and sources.
- CDE project 11f face to face: appendix 3 - methodology My approach to pulling this paper together was to firstly reach in to the depths of my own experiences over the past 16 years.
- CDE project 11f face to face: putting the principles and actions into practice Welcoming the supporter and further communication.Upholding Good Practices
- CDE project 11f face to face: section 1 - why the ‘golden goose of fundraising’, F2F, is in such trouble now The approach.
- CDE project 11f face to face: section 2 - agreeing the principles of your relationship How to implementing a practical strategic process successfully.
- CDE project 11f face to face: section 3 - The Door Fundraising Rulebook Rules and principles.
- CDE project 11f face to face: section 4 - recruitment and training Recruitment of your fundraisers and/ or your external specialist agency.
- CDE project 11f face to face: section 5 - ongoing development By investing more in staff over their initial induction period, you can keep more staff, and retain more of the supporters that they go on to recruit.
- CDE project 11f face to face: section 6 - involvement devices and props In 2004, Gift Fundraising took Personal Digital Assistants to the street for the first time! Gone were the paper mandate forms, (unless the server was down), and the novelty of the personal data system was unleashed upon the face to face world.
- CDE project 11f face to face: section 7 - location and integration Over the last 5 years, face to face fundraising has been moving to private sites. The danger here is that the annoyance of face to face is just moving location.
- CDE project 11f face to face: section 8 - public relations Celebrating face to face publicly and changing the perception of what a face to face fundraiser is should be looked at in earnest. Some members of the public simply find it an annoying interruption in their day-to-day lives.
- CDE project 11f face to face: section 9 - auditing and compliance Auditing the agencies that fundraise on your behalf is crucial to gaining a full understanding of whether they comply with your policies, and those of our regulators.
- CDE project 11f: face to face The following paper looks at the way the experience for face to face fundraisers, both within agencies or in-house operations, has a direct impact on the way a supporter then experiences their journey with you as a charity.
- CDE project 12: inspirational creativity This project will seek to define both the potential and the desired standards for creative endeavour and also to define the ethical dilemmas around creative messaging with a view to improving understanding of what donors might find acceptable and unacceptable.
- CDE project 13 section 1 summary: giving choices and managing preference This project will look at the systems that have been implemented, how they work and the results they’ve achieved, with the aim of defining an ideal approach that offers donors practical choices and real control over the shape of their relationship with individual causes.
- CDE project 14 appendix 4: insight profiling Insight Discovery is a model that measures behavioural preferences. It uses a system of four colours to describe different styles of behaviour.
- CDE project 14 section 1: our approach and putting the principles and actions into practice The following are examples of some of our recommendations and observations in action from the people we met, current contacts and clients, and what we have seen across the sector.
- CDE project 14 summary: getting the right people as fundraisers This project will consider the attributes that donors expect to see in the fundraisers they deal with and how recruiting specifically with those attributes in mind will significantly improve the donor experience.
- CDE project 14: appendix 1 Here is the full lists of attributes of a donor-focused fundraiser drawn from the surveys and focus groups we conducted.
- CDE project 14: appendix 2 and 3 Examples of donor-centred behaviour in fundraisers as described to us by those we interviewed.
- CDE project 15 appendix 1 & 2 CDE project 15 appendix 1 and 2: the role of trustee boards and senior managers
- CDE project 15 appendix 3 A series of conversations with trustees, CEOs, fundraisers and others close to the sector about governance.
- CDE project 15 appendix 4 Literature Review by Angela Routley
- CDE project 15 summary: the role of trustee boards and senior managers Fundraising’s evolving future will inevitably have profound implications for volunteer boards and senior management teams. This project will help them to understand the changes in their roles and to prepare for, contribute to and respond to fundraising’s new agenda.
- CDE project 16 summary: creating a distinctive service culture This project will define the components of optimum levels and standards of donor service to ensure consistent quality experiences with the aim of defining a distinctive service standard to which all charities can aspire.
- CDE project 17 section 1: the approach In this project we were seeking to answer the question: ‘What kind of leadership have you found increases the chances that a charity will operate in a donor-centred way?’
- CDE project 17 section 2.1: introduction ‘It’s about giving and engaging people, it’s this lovely virtuous cycle where you get to give money, and you get to do something yourself that actually makes a difference.’
- CDE project 17 section 2.2: ‘Define and champion’ and ‘Help people see’ ‘You need to develop that sense of shared consciousness…so we all know what the picture is, what we’re striving collectively to do and we’ve got permission to get on and do it.’
- CDE project 17 section 2.3: your organisation’s purpose Focus attention on why changing the way you work with supporters is something you must do, not just something you should do.
- CDE project 17 section 2.4: your definition of success Define and reinforce what success looks like in terms of your supporter’s experience.
- CDE project 17 section 2.5: relentlessly reinforce the vision and make it visible Richard Spencer explained that one way he helped put the point of view of the supporter at the forefront of people’s minds was by circulating a weekly results update.
- CDE project 17 section 3.1: people build great relationships 'Leadership is a potent combination of strategy and character. But if you must be without one, be without the strategy.'
- CDE project 17 section 3.2: inside-out leadership It is not about changing others – it is about changing yourself first.
- CDE project 17 section 3.3: trust - risk - people Richard Turner said that one of the most powerful shifts he has ever made as a leader was deciding to spend time every week with the people he manages.
- CDE project 17 section 4.1: culture - create an adaptable, empowered environment A major turning point for Solar Aid came when their leaders decided to focus their efforts on solving one challenge in particular: the fact that the most common source of light in the evening for many people was the kerosene lamp.
- CDE project 17 section 4.2: the game is different now The challenge is that the world in the 21st century is fundamentally different to the 20th century. Changes in technology have had a huge impact on the environment in which charities now operate.
- CDE project 17 section 4.3: we now need a different kind of leadership Develop a shared consciousness. Model it. Be consistent.
- CDE project 17 section 4.4: devolve responsibility - growth mind-set Empower everyone to think for themselves and take action.
- CDE project 17 section 4.5: culture Ideas and activities that will help you create an adaptable, empowered environment
- CDE project 17 section 5: conclusion If our charities are to respond and help supporters solve the problems they care about, leaders need to deliberately cultivate an environment that is adaptable, informed and empowered.
- CDE project 17 summary: leadership Building on previous learning this project will define what makes great fundraising leaders and what leadership they need from their senior management colleagues and their board if they are to deliver the competent, motivating leadership that will sustain and direct the new style of fundraising that is evolving in Britain.
- CDE project 18 appendix 1: sources Sources that informed and influenced this project.
- CDE project 18 appendix 2: Sticky Marketing & Digital Selling In November 2016, Rory White, founder of Flow Caritas, hosted an event with Grant Leboff, author of ‘Sticky Marketing’ and ‘Digital Selling’. A group of Directors of Fundraising were invited to hear his views on marketing, and how it applies to fundraising. Here is an edited transcript of his key address to the group, reproduced with permission from Grant and Rory.
- CDE project 18 section 2: the approach to compiling case examples Content outline.
- CDE project 18 section 3: action 1 - understand the paradigm shift Putting the principles & actions into practice.
