Event Management Solutions

6 Ways to Strengthen Your Relationships With Supporters

Aly Sterling

As a fundraising professional, you’ve heard countless pieces of advice about why and how to connect with your supporters: say thank you, write handwritten notes and be sure to do it all as swiftly as possible.

Most of the time, these discussions are rooted in a desire for increased donations. And this is understandable—after all, you rely on donations to drive your mission forward and make the world a better place.

But supporter relationships should be more than just a means to an end. While it’s true that stronger connections lead to more successful fundraising, your donors will be able to sense your inauthenticity if you’re only pursuing a payday.

By cultivating relationships with intentionality and sincerity, you form a strong community that your nonprofit can depend on. 

At Aly Sterling Philanthropy, we empower organizations to engage their communities, fundraise more effectively and plan for the future. Through our work as nonprofit consultants, we’ve compiled a list of recommendations to deepen your relationships with supporters:

  1. Put the donor first.
  2. Offer diverse opportunities for engagement.
  3. Maintain campaign-level energy throughout the year.
  4. Leverage supporter data.
  5. Craft a compelling story.
  6. Consider a nonprofit consultant.

As you develop your stewardship plan, remember that every organization and supporter base is unique. These tips are general enough to be appropriate for most nonprofits, but you should always take the time to tailor your strategies based on what you know about your donors. A nonprofit consultant can help you develop a stewardship plan that works for your unique audience.  With that in mind, let’s dive in.

Put the donor first.

As any happily married couple can tell you, a successful relationship is a two-way street. This is true for your donor relationships as well.

To be fulfilled, both partners need to be able to give and take. Your supporter is already doing their part by dedicating their time or resources to your organization. Therefore, your nonprofit must also invest energy back into the relationship and put the donor first whenever possible.

This analogy stretches a bit then when you recognize that large nonprofits must cultivate relationships with thousands of individuals, but that doesn’t mean you’re off the hook.

Ensure a donor-centric approach is baked into the foundation of everything you do, from your communications efforts to your fundraising campaigns. 

Most importantly, confirm that you have a solid donor recognition plan in place. Your plan may include a physical display like a donor recognition wall, digital elements such as social media shoutouts or traditional handwritten notes. However you choose to thank donors, make sure your plan differentiates between giving levels for a targeted approach.

Then, even in communications that aren’t specifically intended to thank donors, you should continue to frame your supporters as central to everything you do. When you create your annual report or write your monthly newsletter, share your accomplishments from a plural perspective to inspire a feeling of community. The difference between “Our organization did this” and “We made this happen together” is a small but meaningful shift.

Offer diverse opportunities for engagement.

Supporters will feel more connected to your cause if they can take action in ways besides simply making a donation.

To further engage your community, offer diverse opportunities for interaction and connection, such as the following:

  • Volunteer opportunities. Give supporters a chance to contribute labor and energy to your mission. Depending on the nature of your organization, you may even be able to offer virtual activities for supporters to donate their time. 
  • Stewardship events. These events (like a virtual happy hour) give supporters the opportunity to bond and network with each other in addition to engaging with your team.
  • Social media campaigns. While you should always encourage supporters to follow and interact with you on social media, a specific campaign heightens the opportunity for participation.
  • Behind-the-scenes tour. Give supporters a glimpse of where the magic happens with a tour of your facility. You can do this via video conferencing or livestreaming if you aren’t able to host visitors in-person. 

If you aren’t sure what activities your supporters would like to participate in, it never hurts to ask! Consider putting together a survey that asks supporters to share their desires and preferences for interacting with your organization. Based on their feedback, you’ll be able to implement new programming that you already know will be in-demand.

Maintain campaign-level energy throughout the year.

During your biggest fundraising campaigns, you treat every activity with care and consideration. Each interaction, communication and ask are part of a broader plan. 

Extending this intentionality to your everyday operations will help you connect more deeply with your supporters.

At Aly Sterling, we call this attitude “campaign mentality,” and it essentially means you treat each day like you are in the midst of a capital campaign.

While this may sound exhausting, we believe wholeheartedly that this effort is worth it. Working with a campaign mentality will give your team extra urgency and purpose as you execute daily responsibilities. 

Additionally, a campaign mentality encourages you to prioritize stewardship rather than placing it on the backburner. And when you approach each conversation with a supporter with this heightened sense of commitment, your energy will be contagious. 

Leverage supporter data.

A better understanding of your current supporter base and any prospective donors will make your relationships more meaningful and sincere. To deepen your knowledge of supporters, you can analyze your existing donor database or conduct additional prospect research.

First, consider the information you already have on file. This data can help you evaluate your current engagement tactics—for instance, do supporters respond more favorably to direct mail or texting campaigns? What was the participation rate for last year’s year-end campaign? What do you know about supporters’ interests and motivations?

Instead of looking only at individual-level data or a broad overview, use this information to develop donor segments. Utilizing segmentation in your outreach efforts helps you create targeted and relevant communications that will resonate more strongly with each group.

In addition to making use of this existing data, you can also gather fundraising-specific information on current and potential supporters through prospect research. According to Double the Donation, prospect research helps your nonprofit determine a potential donor’s ability and desire to contribute to your cause.

Prospect research data generally falls into two categories:

  • Philanthropic indicators. These data points represent a donor’s warmth towards and interest in your nonprofit. Key philanthropic indicators include previous donations to your nonprofit and others, history of board involvement, and background information like hobbies and interests.
  • Wealth indicators. These markers reveal an individual’s financial capacity to give, including real estate ownership, stock holdings, past political contributions, and known business affiliations. 

Both types of data are essential to forming a complete picture of each prospect.

With prospect research, you’ll be better prepared to initiate conversations and make fundraising asks without overstepping or damaging relationships. This helps establish a culture of trust and respect. 

Craft a compelling story.

How do you tell the story of your nonprofit? 

Hopefully, you have some powerful constituent testimonials or volunteer stories up your sleeve that spotlight your work. For your story to be persuasive, you must be able to convey why your mission is important as well as empower supporters to contribute to that mission. 

When you tell the story of your nonprofit, make your donor the hero. This doesn’t mean a cape-wearing superhero, but rather the protagonist in your mission’s story. Your organization is simply the conduit by which your supporters are able to reach your community and make a difference. By representing your donor as the hero, you can more effectively call them to action. 

In addition to your written story, you can include multimedia elements to further demonstrate your work. When possible, feature photos and videos of your supporters making a difference. Even though you won’t be able to highlight every one of your donors, their presence as part of your story will make it easier for other supporters to see themselves in your narrative too.

Consider a nonprofit consultant.

Since donor relationships are foundational to your success as an organization, it’s worth considering seeking the advice of an expert. An experienced nonprofit consultant can bring a fresh perspective and seasoned advice to improve your stewardship strategies.

While it’s possible to strengthen your supporter relationships without external support, a consultant can help to amplify and accelerate your existing efforts.

Specifically, a nonprofit consultant can assist your organization with:

  • Crafting a donor recognition plan.
  • Making recommendations to improve donor retention.
  • Conducting prospect research to better understand existing and potential supporters.

Just be sure to select a nonprofit consultant with the right area of expertise. In the Aly Sterling Philanthropy guide to hiring a fundraising consultant, we explore who should be part of the decision-making process, how to find and assess a potential consultant, and the questions you should ask to confirm an appropriate fit. With the right consultant, you’ll be well-positioned to fortify your connections with donors. 

Every moment that your nonprofit invests in supporter relationships will pay dividends as your organization grows. With a community that is dedicated to the success of your nonprofit, in good times and bad, you’ll be prepared to weather any storm. These recommendations should put you on the right path to strengthen those critical connections. Best of luck!

About the Author: Aly Sterling

Long before Aly Sterling founded her eponymous consulting firm, she was solving the unique yet similar problems encountered by nonprofit organizations.

Her decision to start her own business in 2007 was driven by her belief in leadership as the single most important factor in organizational success, and her determination to work with multiple causes at one time to scale societal change.

Aly’s expertise includes fundraising, strategic planning, search consultation and board leadership development for the well-positioned nonprofit. She is regularly sought for comment by trade and mainstream media, including the Chronicle of Philanthropy and U.S. News & World Report. She has contributed to publications of BoardSource and The Governance Institute, as well as the Toledo Chamber of Commerce and The Giving Institute.

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Strategic Partnerships for Your Nonprofit

Isabel Reed

Many hands make light work! We’ve all heard the saying before, but have you ever thought about applying that philosophy within your organization? Volunteer program – check – right idea. Now what other areas of your organization can be better supported and strengthened with that philosophy in mind?

Take a look around you. Specifically, take a look around your community. What are other businesses or organizations that are positioned with complementary missions, teams, or resources?

If your organization is seeking a partnership, chances are that your organization is not the only one! Even if it is, partnerships are usually formed to be win-win for everyone involved, meaning that people within your community will likely be happy to discuss your proposition.

Where should I start?

Already have ideas bubbling for a no-brainer partnership? Well good news, that’s exactly where you start! Outline a partnership proposal and get crystal clear on the benefits that both your organization and theirs would receive. Come up with “the pitch” so to speak.

Then, schedule a chat with the person you’d likely be collaborating with in the partner organization. Next steps will likely reveal themselves by the end of that initial call. Rinse and repeat for any other partners you have in mind.

For most, however, first steps might require a bit of reflection and brainstorming. You’ll need to asses where your organization shines and where it need extra support. This will reveal what benefits you could offer in a partnership and what you’ll need extra support with from partners.

To identify your organization’s strengths, weaknesses, opportunities, and threats, pull out the good old SWOT Analysis rubric! If your organization has already conducted a SWOT Analysis, ask for a copy. Otherwise, draft up a quick one yourself. Take your time, but there’s no need to spend more than 30 minutes on this speed draft.

When you’re done, compare your strengths and opportunities to your weaknesses and threats. Your strengths and opportunities will shed light on what you have to offer in a partnership, and your weaknesses and threats will suggest who to seek out in a partnership. Leverage their strengths to support your weaknesses.

Volunteer Programs

Would you consider your volunteer program well established, or does it need some help getting off the ground? If there is another organization that is known for their growing, highly engaged volunteer base, consider reaching out to their volunteer coordinator to explore a volunteer exchange initiative, where volunteers are somehow introduced to the other organization’s volunteer program, fostering more volunteer interest for both organizations. (Check out what Stoneleigh Natural Garden did!)

For example, you might organize a joint event between your organizations. When large gatherings are safe and permitted once again, a collaborative volunteer appreciation event could be a great idea for a handful of partner organizations. Volunteers would feel the love while also becoming more familiar with other volunteer programs (and fellow volunteers!) across the community. (Relevant: “How to Move Your Volunteer Appreciation Week Event Online“)

Most organization’s volunteer programs also come with volunteer coordinators, volunteer program supplies, volunteer management software, and more. Discover which resources could be shared between/among organizations, then bask in the efficiency of many hands making light work.

Services & Programming

Most likely, your organization has some kind of service or programming offered. Once you’ve mentally identified those services, think about other nonprofit and for-profit businesses that offer services complementary to the ones your organization offers. This is where the opportunity lies to collaborate.

Your respective programs could continue running independently, if that works best for all parties. In which case, you’d collaborate with marketing and raising awareness of said programs. This usually becomes what’s known as a “referral program“. Similarly, you can also tout each other’s services as an “expansion” of the services your organization already provides. Both organizations gain a stronger presence in the community as a result.

If there is more in common than not between the respective programs, consider weaving them together in a few small ways that make sense. This will help to reduce spending on resources and scale the impact of the program. Celebrate that saved spending!

Resources

Each organization is equipped with its own incredible resources. In some cases, resources are material goods: vehicles, food, gardens, space, etc. Other times, an organization’s best resource is its personnel: the well-connected founder, the savvy lawyer, or the wizardly grant-writer.

As part of your SWOT analysis, examine these resources. Are there any you could exchange? Are there any you could share? Sometimes an act of true goodwill goes even farther than a proposed partnership. So if your organization’s van is unused on weekends, consider sharing it with another organization that is active on weekends.

Brand Recognition & Credibility

This is less of a tangible tip and more of a rule of thumb. The more your name appears (in a positive light) across the community, the more it will be perceived as established and reputable. Community engagement starts at the front door of your organization, but it certainly doesn’t stop there! 🙂

Recruiting many hands to make light work starts with one hand reaching out in partnership. Get your plans ready, then take action! You’re sure to save money, better utilize resources, and raise organizational awareness across your community.

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5 Free Webinar Series Nonprofit Teams Won’t Want to Miss

Isabel Reed

It is fair to say that, back in January, no one expected the world would come to such a grinding halt in a matter of months. Yet, here we all are, doing our best to stay safe amidst COVID-19 and make the most of our circumstances. While many city blocks are quieter than usual, our virtual lives seem to be bubbling. Teams are embracing the tools that keep us connected from a distance, and as I’m sure you’ve heard time and time again, there’s a brand new webinar just about everywhere you look.

To make “looking” for webinars a bit more organized, we’ve compiled a list of 5 organizations that are hosting a whole series of webinars over the next few months – specifically for the nonprofit sector.

Without further ado, I present 5 free webinar series that your nonprofit teams can benefit from this summer. (Or winter, depending on your hemisphere!) Browse through these sources and load up your calendars.

Nonprofit Hub

Check out their webinar series here.

About Nonprofit Hub: The name says it all! This online community serves as a hub for all things nonprofits need to establish and grow their nonprofits. Resources vary from guides, blogs, e-courses, and (drum roll) webinars.

Upcoming webinars we’re excited about:

Navigating Your Nonprofit’s Challenges through Emotional Intelligence. Led by Stephanie Cory on Jul 15, 2:00 PM CDT

Virtual Donor Engagement During the Pandemic and Beyond. Led by Caliopy Glaros on August 19, 2:00 PM CDT

Nonprofit Learning Lab

Check out their webinar series here.

About Nonprofit Learning Lab: In case you were hungry for more resources, Nonprofit Learning Lab has your back! Although many of these resources are member-only, others are completely free, from guidebooks to activity sheets, and a plethora of nonprofit resources for diversity, equity, and inclusion.

Upcoming webinars we’re excited about:

Equity vs. Equality. Led by Richard Leong on July 20, 1:00 PM CDT.

How Far Are You Willing to Go? Moving from Diversity & Inclusion to Anti-Oppression. Led by Richard Leong on August 17, 12:00 PM CDT.

TechSoup

Check out their webinar series here.

About TechSoup: This company introduces nonprofits to the technologies they can utilize to thrive in any climate (even a pandemic). TechSoup aims to empower impact. For members, a number of technology discounts are available. Furthermore, many of their free, public resources (including webinars and trainings) are pre-recorded, and therefore, available whenever you are!

Webinars we’re tuning into:

Crowdfunding in Our Climate: A Digital Fundraising Plan of Action. Led by Moshe Hecht.

Getting Started with Google Ad Grants for Nonprofits. Led by Rachel Clemens.

Network for Good

Check out their webinar series here.

About Network for Good: A hybrid nonprofit and B Corporation, Network for Good “powers more digital giving than any other platform”. For nonprofits, donors, and companies interested in giving, this platform points you in the right direction. Much like TechSoup, their webinars are available anytime after they have been recorded. Dig into their archives and stay tuned for new webinar releases!

Webinars we’re tuning into:

Staying Afloat: PPP Loan Forgiveness, Accounting, Tracking and Reporting For Nonprofits. Led by Network for Good.

The Burning Question: How Do I Find More Donors? Led by Kimberly O’Donnell.

IFEA (International Festivals & Events Association)

Check out their webinar series here.

About IFEA: A global nonprofit organization, IFEA serves to support festivals and events with the programming, resources, and guidance needed to be successful. Nearly every week through October 1st, the IFEA webinar series is hosting webinars on a variety of topics pertinent to event, festival, and nonprofit work. Although these webinars are not free, they are well worth the ticket price. If you are interested in a pair of free tickets for your team, please contact us at hello@volunteerlocal.com – we’ll make sure you’re taken care of!

Upcoming webinars we’re excited about:

The Winds of Change: Creatively Redefining Volunteer Programs in the Time of COVID-19. Led by VolunteerLocal’s very own VolunteerLocal President, Kaylee Williams, on September 10, at 12:00 PM CDT.

Cancelling Events Does Not Mean Cancelling Relationships. Led by Bruce Erley, on July 16, at 12:00 PM CDT.

Which webinars are catching your eye these days? Have you made weekly webinars a tradition yet? We hope you’re doing well during these unsettling times. While it lasts, make sure to soak up the abundance of industry resources!

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Wisdom of the Crowd: 5 Things Nonprofit Organizations Wish They Knew 3 Months Ago

Stephanie Kanak

Thank you to DonorPerfect for sharing this article with our community! Read the original article here.

If you had a time machine and could go back to before coronavirus (COVID-19) impacted the world, how would you prepare? What would you do differently? We surveyed over 700 nonprofits to find out what advice they’d give themselves and others about fundraising in the new normal. Here’s what they told us:

1. Set Up Better Data Collection Standards and Regularly Audit Them

Many nonprofit organizations have made the transition to working remotely due to COVID-19 health concerns. They depend on the quality of the data collected in their donor management system. Duplicate addresses, missing data, and outdated contact preferences can hinder your ability to connect with your donors. Like you, many of your constituents are also working from home, using their personal cell phones and email addresses. Are you reaching these donors effectively, or are you frustrated because you’re unable to contact a percentage of your donor base? The bottom line: if you can’t reach your donors, you can’t solicit them. If you haven’t done so already, update your procedures to collect contact methods and donor information that will facilitate virtual fundraising. The good news is that DonorPerfect’s flexibility allows you to easily customize your system to collect and organize your data to fit your organization’s needs best.

SURVEY SAYS:

Here’s how NPOs told us they are making the most of the data in their DonorPerfect system to fundraise during COVID-19:

“Our strategy is to build a strong relationship with individual donors through our DP database, learn about their giving patterns, and establish appeals related to those patterns.”

“Make a plan to segment your constituent base and decide who from your organization will make personal contact with your constituents.”

ACTION ITEM:

What data collection improvements can your nonprofit make to improve virtual fundraising?

2. Take a Balanced Approach With Your Revenue Streams and Include Digital Fundraising

Many nonprofits rely heavily on in-person fundraising. The organizations we surveyed said they’re now focusing on a more balanced approach that includes a mix of in-person, virtual and digital fundraising components.

Virtual Fundraising and In-Person Events Can Co-Exist

Future events, for example, may include in-person opportunities, like a 5K run, but also provide avenues for anyone who wants to participate by offering a virtual component, such as a virtual 5K where participants run on their own between specific dates. The key is to find ways to engage with off-site participants so that they feel like they are part of the event. This might include sending t-shirts and other event goodies to participants as well as “virtual-only” type Zoom kickoffs or online challenges.

PRO TIP:
Thinking about hosting a virtual event? See how this NPO moved their fundraising event online.

Work with Existing Partners In New Ways

Don’t be afraid to reach out to event sponsors, grant funders and major donors to see if they’d be willing to work with you on how unspent funds are allocated, such as event table sponsorships. Many of the nonprofits we surveyed did that with great success. They were surprised that these partners still wanted to help and were okay with re-allocating those funds to other program needs, such as moving event table fees to sponsor online auctions.

Build A Multichannel Donor Strategy

A balanced fundraising strategy also includes a plan for multichannel donor engagement. Your supporters often engage with your organization using more than one channel. They give online through your website and emails. They like and share your social media posts. They attend your fundraising events and sign up for volunteer opportunities. Pair your website, emails, and social media campaigns with a variety of ways for donors to support your cause that is quick and easy, not only for your donors to engage but also for you to manage.

SURVEY SAYS:

Here’s how NPOs told us that they are adapting their fundraising efforts to be more balanced during and after COVID-19:

“Get digital! Although this has been a big hit to our traditional operations, it has granted us the opportunity to strengthen our communications work! Look for ways to grow in the meantime!”

“We’re establishing a strong social media following and developing a reliable digital marketing plan that ties donors to online giving platforms like our website.”

“Changing your narrative. If fundraising via events, instead find creative ways to continue to raise funds virtually.”

“We have been successful with pleas explaining our loss of revenue due to canceled fundraising and adoption events. We solicited sponsors for our biggest event and were able to raise almost as much as we netted in the past.”

“We looked at all of our current grant and major donors, and, if there were funds unspent from each of their gifts, we asked if we could redirect it to our COVID-19 response. Everyone has agreed.”

ACTION ITEM:

How balanced are your revenue streams? Could your organization have a better mix of in-person, virtual, and digital fundraising components?

3. Don’t Underestimate the Power of a Good Technical Support Team

Now, more than ever, your donor management software is a lifeline to maintain good donor relationships. If it’s not working, or you are struggling with how to do something within the software, you want an experienced support team that’s there for you. DonorPerfect has the best support in the industry. Not only are they incredibly knowledgeable, but they were working remotely immediately as soon as the crisis hit. The transition was seamless. As a result, the nonprofits we serve were running remotely and ready to meet the challenges they faced.

SURVEY SAYS:

The NPO’s we surveyed told us that reliable IT support was crucial to getting their nonprofits up and running as the cornonavirus pandemic began.

“Have up-to-date IT infrastructure to enable secure remote work for employees. As long as they can continue doing their jobs, it gives the organization the best chance to get their message out and, hopefully, continue to raise funds.”

“I have never had a better tech support experience in the CRM industry. Every chat, call, or email is responded to almost immediately, with courtesy, professionalism, and best of all, knowledgeable solutions.”

ACTION ITEM:

Transitioning to remote work and virtual fundraising can be a challenge. Get the support you need from this list of resources to help nonprofits during the coronavirus (COVID-19) pandemic.

4. Have a Solid Donor Stewardship Plan in Place

How do you engage with supporters so that they become more invested in your organization’s work? If you don’t have a plan in place for thanking, communicating, and interacting with donors regularly, it will be more challenging to get them to respond during a crisis. Many organizations we surveyed saw the value of having a solid donor stewardship plan in place and are concentrating their efforts to pay more attention to this in the future. Here are two areas in your donor stewardship plan to focus on in the next few months:

Communications

Plan specific touch points to communicate with donors regularly, and not just once a year when you send tax letters. This will engage your donors and involve them in your organization’s work. Focus on creating personalized (segmented) communications that update donors on the impact of the campaign they’ve supported.

Engagement

Brainstorm ways to get donors actively involved with your organization through events, surveys, and volunteer opportunities.

SURVEY SAYS:

Here’s what NPOs told us about their renewed focus on a strong donor stewardship plan:

“Be flexible on everything except the value of stewardship; it’s important to provide stewardship more than ever.”

“Much comes down to the relationship groundwork laid in the years before events like this. Even so, continue to meet the needs of your donors first. Reach out to them, check on them regularly. Let them know what you are doing to face the financial difficulties, and thank them for their efforts in getting you this far. Be honest about your needs. Be transparent.”

“Focus first on non-fundraising messages – we are here and doing ok, how are you? what can we do to help you? Then build upon those good messages before asking for money”

“Find creative ways to thank your donors. We had yard signs made and delivered them to donors. We also called and thanked every donor.”

ACTION ITEM:

Do you have a plan to thank, communicate, and interact with donors on a regular basis? What touch points will you put in place to engage donors? Follow these tips to connect with donors and gain the confidence to fundraise in today’s environment.

5. Investing in Yourself Pays Big Dividends Down The Road

When you’re busy working towards fulfilling your nonprofit’s mission, it can be easy to forgo the time needed to invest in “auxiliary” tasks that build your skills and fuel your mission. Many of the nonprofits we surveyed regretted not taking time to pursue training, practice using tech tools, or sharpen other skills that help them be more productive. These were skills that would have made the transition after COVID-19 began much smoother. Moving forward, they plan to refocus those efforts and commit to the importance of investing in yourself.

PRO TIP:
Take advantage of the free training that DonorPerfect offers. Our Foundational Series is a collection of 15 free, live webinars that takes you through basic and intermediate functions in DonorPerfect.

SURVEY SAYS:

Here’s how the organizations that we surveyed are re-prioritizing their time in ways they didn’t before:

“Use this time to build a strong foundation and to do research. To prep for anything you might have in the future (events, or transitions).”

“Turn your worries into fueling your creativity. Now is the time to try new things, and if it doesn’t work, at least you tried. Listen to ALL members of your team and overall organization. Again, get creative and just GO! I think donors will appreciate at least the effort, even if they can’t give.”

“Appeal to your supporters. Remember, you are TRYING to work from home in a crisis. Cut yourself some slack. Now’s the time to be creative and remember your mission.”

“You have to re-create your fundraising plan and adjust it to our new reality and environment. Participate in webinars for education and support from other fundraisers.”

“Learn what your niche is and how you can continue to provide services and programs within the restraints. don’t wait for the crisis to be over.”

“Never waste a good crisis; figure out what you can do that will help in the future. How can you get an ROI in the digital literacy skills we are all developing?”

ACTION ITEM:

What new skills have you learned through your experiences in the last three months? What new skills do you want to cultivate?

BONUS: The Brighter Side of the COVID-19 Crisis

One surprising thing that came out of the COVID-19 crisis for many nonprofits was how much their donor community loves them and wants to support their efforts. Constituents facing substantial economic challenges are coming forward to rally behind the missions of the organizations they love and admire. Not only are they providing financial support, but they are stepping up with creative and resourceful ways to volunteer and collect in-kind donations for program areas. People want to know how to make a difference right now. Make it clear how they can help and demonstrate the critical impact it has.

SURVEY SAYS:

NPOs repeatedly shared with us how their constituents were generously supporting their missions above and beyond what they anticipated:

“Remain calm. Some people will think fundraising for anything other than pandemic relief is crass. They are wrong, and your mission-aligned donors will understand.”

“People will still give! They are sitting at home wondering how they can help from afar, and donating is still an option! Use your social media and email campaigns wisely. Everyone is glued to a screen right now, so give them the opportunity to use it for good and donate.”

“Donors want to give; they just need to know WHAT for and HOW. Keep your communications open with your community.”

“Continue to ask for donor support. They are engaged and looking for ways to help. They want to hear from you to know your needs and how they can help meet them. Be thoughtful in your messaging, but be transparent and honest.”

“Don’t beat yourself up over whether or not to ask – let the donor decide. However, be authentic about what your need is. Don’t overstate it, or you’ll lose credibility. All your targets will be off – that’s okay. We’ll all feel the impact next year too. It will take time to get back to where you were – take time to celebrate the little wins along the way.”

ACTION ITEM:

Should you move forward with your planned fundraisers or change course? If you’re feeling stuck, do this ONE thing to keep funds flowing into your nonprofit today.

The Last Word

Of all the survey responses we received, this sentiment was probably the most important:

“It’s tough! We are all in this together. It’s ok to be stressed!”

Thank you to all the nonprofit organizations that responded to our survey and took the time to provide us feedback and encouragement. We are in awe of all that you do for the communities you serve and are honored to partner with you every day, especially now during this difficult time. It is truly inspiring to watch the creative and inventive ways with which you’ve approached this crisis. When we’re on the other side of COVID-19, we have no doubt that this industry will be stronger and better than ever. So go out there and keep doing what you do the best. You’ve got this!

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Establishing Volunteer Check-In Locations

Samantha Gratton

Avoiding no-shows and getting volunteers where they need to go is key when it comes to volunteer check-in locations. 

First things, first. Sometimes we forget that that in order for volunteers to volunteer, they have to get there. We’ve all had no-shows at some point or another, but then again, I know I’ve been on the other side of things, too–wandering around while trying to figure out where I was supposed to be. 

Communicate clearly 

This is a real “duh” item…but for real, communicate clearly. Sometimes in our own familiarity with the layout and all of the details we forget that many of the volunteers are coming in blind. What’s simply “in the building next door” for us, should probably more clearly be communicated to volunteers as, “On the corner of Elm St. and 1st Ave, there’s an office building next to ours. Go through the door labeled ‘Main Entrance’ and take the stairwell to the right to the second floor. There you will be able to check-in at the volunteer registration table located at the top of the stairs.” If you aren’t sure if you are being specific enough, have a trusted volunteer check your instructions and see if they can follow it perfectly without prior knowledge of the location mentioned. 

Location, location, location 

When determining where volunteers should check in, consider where they are coming from–physically and mentally. Is the parking garage on the other side of the race from where you have the volunteer check-in set-up? Will the check-in spot require a 10-step set of instructions to get there without issue? Think about first time volunteers when you determine your volunteer check-in location. You may want to station a few check-in spots in obvious corners of the event if it’s spread out or one main location that’s easy to find before sending volunteers to their posts. If you do this, just make sure they can still check in and get their time recorded regardless of which check-in station they go to. If you have a lot of volunteers for a large event, it may even be necessary to list the volunteer check-in location on the general map. Or, when you send out an email with the location details, include a dropped pin for the check-in desk so volunteers can get to you by way of GPS. Even if your event is smaller, don’t underestimate the value of a clear and easy-to-get-to check-in location. 

Distribution of information  

Sometimes, despite your best efforts in communication and strategic location decisions, a volunteer will still get lost or not know where to go. Maybe they only skimmed the email or maybe they got their left and right turns confused. Either way, make sure someone else knows where volunteers need to go to help get them pointed in the right direction. If there’s a general info tent, be sure to instruct them on where to send volunteers (or provide the info tent the list of places if the volunteer check-in changes based on the time of day or type of volunteer duty). Also, include contact info for at least two people for volunteers to contact on the big day should something go wrong. That way if the first person is busy and can’t pick up their phone, they have another person to get a hold of. This is especially helpful for new volunteers who have no friends or contacts yet to reach in case something changes or they are running late or just get lost. More likely than not, you won’t be checking emails at that time so if they don’t have some phone numbers to reach out to just in case then they may walk away in frustration if their only option is to reply to your original email. 

Unfortunately, you may still have no-shows. But hopefully you can keep those to a minimum by reducing confusion and establishing volunteer check-in locations that get volunteers off to a great start. Oh, and don’t forget to always have someone continuously posted at the check-in location! Nothing worse than having the perfect directions and check-in spot, only for it to be an unmanned desk. Keep someone there well before and after the time volunteers are to report in because you can count on having a fair share of both early arrivers and those volunteers who are always running late. 

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Managing Legacy Volunteers

Samantha Gratton

There are new volunteers and then there are the volunteers who have seen it all and been there forever. Both types need you and vice versa. 

There’s always at least a few volunteers who have been there forever…the legacy volunteers. They have tons of knowledge and maybe even decades of experience. They bring a lot of value to your team, but can also present somewhat of a challenge. Whether you are new to your position and inheriting these volunteers or just trying to figure out the best way to continue working with them, here are some best practices to keep in mind when in comes to legacy volunteers.  

Show some respect. If someone has been a volunteer with you or your organization for years, give them a whole bunch of respect and appreciation. Seriously, how amazing is it that they’ve continued to commit year after year? Don’t take them for granted and be sure to let them know how glad you are that they have given their time and energy as a core volunteer. If you are newer to the event or organization than they are, then there is probably a lot you can learn from them, which is a huge asset to your team. You likely won’t have to hold their hand like the new volunteers and can trust their abilities to fulfill their duties. Perhaps they have worked in the same role for years, which can also be a benefit.

Honor their continued dedication by promoting them if they are ready. Ask them if they want to try out something new or even better–find out if they would be willing to help train and lead newer volunteers to do the same job. 

Set boundaries. While you definitely want to treat your longtime volunteers with respect, you also want to create clear boundaries. Unfortunately, sometimes these volunteers are used to things being a certain way and don’t want you to shake things up or give you some proper respect in return. Be patient with them if this is something you face, but also let them know that ultimately the decisions are yours. They may challenge you in this process if you’re new, but find ways to communicate with them kindly yet honestly about what you’re doing and what your goals are in doing so.

Instead of just cutting them loose, try to reach a common understanding because deep down, you both care for the success of this event and/or organization. If you are still having a hard time, look to some of your coworkers who have been around longer than you have for advice on how to best connect with this volunteer while also standing your ground when necessary. That said, if an agreement cannot be reached and a legacy volunteer is unwilling to budge, let them know what the expectations are of current volunteers and the boundaries they must follow under your leadership, regardless of what it was like in the past. If they can’t comply with those boundaries and expectations, then unfortunately you may have to ask them to step down.  

Ask for their cooperation. With these experienced volunteers, you both need each other. No, they may not need as many instructions or an orientation, but they do still need your leadership and direction. Likewise, you need their skills, time, and effort as a volunteer…not to mention some of their knowledge and wisdom gained from being around so long. Try to work to each other’s strengths and start by asking them to be involved in that process. You need their cooperation. Ask for guidance and advice when appropriate. Ask them to use their experience to lead others. And finally, ask for their flexibility and understanding as you make changes or have your own learning curve to face. 

No matter how long a volunteer has been with your organization, remember they are all sacrificing something to be there and all carry value. Legacy volunteers may need a different management style at times in order to give them more freedom or flexibility, but they can have a huge impact on you and your team. Hear them out, learn from them, but also remember that you are in charge. You have the responsibility and privilege of providing vision and leadership to all of your volunteers, whether they are legacy or brand-new.

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Perks for You and Them: Making the Most of all that Volunteer Data

Anne Summers

Managing volunteers looks different for different organizations and may shift from season to season or event to event. But at the core of the job are three phases: recruiting volunteers, managing jobs and relationships on the day of the event, and recording the work that’s been accomplished.

Today let’s take a look at that last piece—recording what’s been done. 

Setting up a volunteer hour tracking system and training your volunteers to use your system gives you a huge advantage and infuses some fun competition among your volunteers.

Creating the right system for your organization does take an investment of time from you as a volunteer coordinator. But keeping things as simple as possible for both you and your volunteers reaps great benefits! Just remember to keep it to the essentials. 

Your volunteers don’t want to spend extra time tracking trivial aspects of their role, and you don’t need superfluous data to deal with after your event is completed. Just asking for the necessities is a big win for everyone!

Perks for You

Instant Feedback

I love running events! There’s so much camaraderie and adrenaline as you navigate and the highs and lows. But there have been times I’ve been asked at the end of the day, “How did it go?” And I had been too busy to know how to answer. Anyone else have that problem? 

Taking the time to collect volunteer data after the event and through a proper system helps volunteer coordinators gain the proper perspective to reflect on the event as a whole and celebrate successes.

Demonstrate Value for Others

When the Board of Directors, donors, or sponsors asks for a report on the event, volunteer data is a great place to start! It offers concrete numbers that helps to demonstrate investment from the community and the reach of your organization.

Perks for Them

Let’s be honest, tracking hours isn’t the most fun thing to do, whether you’re getting paid or volunteering. Use your tracking statistics to showcase your high level volunteers!

Individuals

When creating incentive programs for your volunteers, think about how to reward those certain individuals who go above and beyond the typical level of volunteer commitment. These might be people who have played a major role in an event for multiple years in a row or it may be someone who commits to volunteering multiple hours each week. Assessing the data may show some surprising trends!

The incentive may be as simple as posting a volunteer spotlight in a prominent place in your office. Or if you have the resources, recognize your top volunteers at a volunteer appreciation night.

Teams

Want to really play up the competition aspect? Encourage people to recruit their friends or coworkers to volunteer together in a volunteer team competition! The team with the most volunteer hours tracked wins. This works especially well when your organization is frequently hosting volunteer groups from companies who offer Volunteer Time Off. 

In similar ways to individual recognition, these teams can be recognized by something as simple as a social media post or as involved as creating a traveling trophy or a specially designed t-shirt for the winners.

Volunteer tracking is a simple tool that creates a significant impact, not just for you, but also for the people who work alongside you to bring success to your organization!

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Cancelling an Event

Linh Ta

Even for the most weathered of event planners, unexpected complications can arise and result in a cancelled event. Bad weather, low ticket sales or a sudden illness can force an intricately planned program to come to a halt.

While a cancelled event is disappointing for the staff involved, it can be even harder to figure out the right way to break the news to your registered volunteers who were committed to making it a success. 

Volunteers that signed up for an event may include students that were banking on those hours for a class, mandated volunteers, or long-time volunteers who attend your yearly event as part of their tradition. Others maybe just wanted to hang out with their friends and do something fun for the day.

Whatever their reasoning, communicating quickly and clearly after an event is cancelled is critical with volunteers to ensure you don’t lose them for future events and let them know that their efforts and altruism have not gone unnoticed.

Be clear and transparent

It’s frustrating to learn that a plan has fallen through. Communicate the cancelled event in as many ways as you deem appropriate, including emails, social media, text messages and phone calls. Volunteers are going to be curious as to why an event is cancelled – give them a reason and be transparent to avoid further frustration. You don’t need to get into the nitty gritty details, but give your volunteers clarity for their own sakes – and so they can better empathize with you.

Show your appreciation

If this was a volunteer’s first time signing up with your organization, an event cancellation may leave a bad taste. To prevent this from happening, let your volunteer know (through a personalized email or a phone call) why their willingness to help continues to matter. Be grateful and appreciative in your tone. While a volunteer may not have had a chance to actually come out and help with an event yet, it’s the thought that counts. By being appreciative and communicating directly, your volunteer will feel valued and more likely to come back in the future.

Keep them in mind

You now have information for people who are willing to volunteer for your organization – use it! Communicate about other events where you need volunteers and be willing to make those follow-up emails or calls when the time comes. There’s nothing that sends a better message than a personal touch to let that person know you’re thinking of them.

No matter the reason, make sure that your cancelled event is an opportunity to speak directly with your volunteers and convey your appreciation for their dedication and time. You can use your cancellation as a time to reconnect and recruit for future opportunities. Silver lining, baby!

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Limiting Volunteer No-Shows

Julie Kent

If you’ve ever coordinated (or helped coordinate) a volunteer event, you know one of the most frustrating parts of the job is handling last minute changes.

Unfortunately, to a certain extent, there’s not much you can do about it. There are always going to be certain situations and things that come up for people. That said, there are processes and safeguards you can put in place to limit last-minute changes. The best news? We’ve curated a top-5 list for you below! 

Think through contingency plans.

The first step is to take the time to think about what could go wrong or change at the last minute, and have a plan in place for when/if these things happen. You know there are going to be volunteers who can’t make it at the last second, so what do you do? If your event is outdoors, what is the plan if the weather turns? Make a list of “what if’s” and make sure to address them all at least a couple of weeks before the event to limit the stress of when/if they happen. 

Specifically recruit stand-by volunteers.

Volunteer no-shows are a given. Have a certain number of volunteers sign-up specifically as fill-ins if needed. Make sure to let them know how you’ll be communicating with them, and what to expect if they’re not needed anymore.

Make it known how volunteers can back out if necessary.

If something does come up last minute for a volunteer, be sure to have communicated to them the steps they need to take in letting you know. Send e-mail reminders to volunteers prior to the event, and specifically ask them to reply to the e-mail if they no longer can make it. It also can be useful to communicate a date that volunteers can no longer back out, unless absolutely necessary. 

Penalize no-shows.

It may seem harsh, but there should be accountability in place for people who agree to volunteer, especially if you’ve enacted some of the processes mentioned above. You might give people one strike, but if they continue to volunteer and then not show up, consider not allowing them to volunteer for a certain period of time, or restricting which jobs they can sign up for next time.

Print schedules for volunteers ahead of time.

Make sure things run smoothly by printing schedules and distributing them to volunteers ahead of time. This not only provides yet another reminder to your volunteers, but also helps reduce confusion the day of the event. It’s often comforting to volunteers to know exactly when and where they need to be and reduces the stress on them in addition to you on event day. 🙂 

We’d love to hear from you! How do you handle last minute changes and limit no-shows?

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Managing Volunteers Online and In-Person

Samantha Gratton

You can’t be everywhere at once, but your volunteers come from everywhere. 

Your job revolves around one major (and sometimes vague) thing: managing volunteers. But, what if you can’t be everywhere at once and there’s only so much you can cram into the day (plus, you want to avoid burnout)? Using a variety of tools (ahem, like VolunteerLocal) can make your life easier, but you also want to continue to have that personal touch and strong communication with volunteers. How do you get the best of both worlds? 

Let’s talk through a few common volunteer management moments, so you can weigh what methods are best for you and your volunteers. 

Orientation

In-person option: Hold an orientation event. This would mean you get to meet people face-to-face, shake hands, and easily answer questions right there. You know people heard the message, and it’s their first sign of commitment. Downside? You have to find a place to meet, set-up chairs and snacks beforehand, organize a time that works for everyone, and maybe even plan on a make-up date for those who can’t attend. 

Online option: Send a video and/or email message. Instead of scheduling several orientations or waiting until the next event, you can give people the rundown of what they need to know right away in a pre-recorded video and automated email. They can do it on their own time, and you can stay focused on whatever is next ahead of you. The cons may include wondering if they actually watched the video or losing out on a connection point and opportunity to answer questions. Maybe it takes too much time and effort for you to create a video that is easy to understand, interesting, and informative. 

Scheduling/Registration 

In-person option: Sign people up when you see them. Whether you are at an event or activity fair, you can get people plugged in right away. Travel with a tablet or a clipboard, and you can strike when the time is right. You raise awareness about your organization, and you get the chance to meet someone before they show up for their first volunteer shift. But the bad part is it means you have to schlep a tent, an iPad, and your game face all over town, and then go back to the office and sort through what just happened. 

In a more informal setting, if you know someone personally or are simply networking, you can ask someone directly in a kind and personable way to volunteer. But, if you don’t have any of that stuff on you when you meet someone who wants to get involved, you have to try to mentally remember their details and contact them again later. 

Online option: People sign up on their own through your website. This allows you to sort out the info and necessary forms all in one central location. They can pick their areas of interest or available shifts and it goes straight to you. You don’t even have to be there! The hard part is losing out on some of the visibility and appeal that some of those in-person events or meetings provides. If they’ve never heard of you, what’s going to compel people to find your website?   

Planning meeting

In-person option: Hold a meeting with your team. Sometimes face-to-face meetings are simply more productive, and the conversation flows easier. You can sit around the same table and read the unsaid thoughts and emotions more clearly. The tricky part? Scheduling both the people and the location–be it due to timing, distance, or availability. These meetings can get long, and people may not be able to come between work schedules, kids to care for, or whatever it may be. 

Online option: Send email threads and have video conference meetings. A brainstorm via email can allow people time to consider different options and send them to the group to read on their own time. Video conference calls can allow those who live far away to still meet and communicate together all at once. The disadvantages of the online option is that those emails can get long (or worse, can go completely without response) or may be overlooked. The video call can have technical difficulty and cause frustration. 

In the end, ask: what’s going to be most effective for the volunteers and for you? More likely than not, you’ll find a hybrid combination of both in-person and online volunteer management methods will be what suits you best. What may work for you in some seasons or with certain volunteer teams may not work for others, so try to continue to be aware of what tends to be the most successful and be willing to pivot as needed.

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