My Guide to Running a Great Nonprofit

They say that imitation is the sincerest form of flattery – The Container Store (TCS), prepare to totally swoon...

Back in June our friends at TCS asked me to come out to their headquarters and speak to a conference they were hosting for the Conscious Capitalism Alliance.  TCS founder Kip Tindell is a major part of this movement and it was simply amazing for me to hear about their business model and to meet business owners from across the country who believe in Conscious Capitalism.  To learn more about the Alliance, visit http://cccsummit.com/?page_id=65

I was totally inspired by The Container Store's Foundation Principles and I know that you will be too.  See them here http://standfor.containerstore.com/our-foundation-principles/

I wrote the document below for Community Partners of Dallas (CPD) called CPD Agency Principles.  We are using them to guide CPD in a multitude of ways -- as our board members write our strategic plan, for our staff annual reviews, to guide our corporate culture and establish norms, to be accountable to donors, and more.

Let me know what you think.

CPD Agency Principles

Stop the Abuse.  Start the Healing.
Our tag line isn’t just a line; it is the reason why CPD is needed and our response.  It is easy to feel sorry for our kids – those who have been beaten, neglected, sexually abused, and more – what matters is what you do to stop it from continuing.  Thank God for CPS Caseworkers and all of the CPS staff.  These brave and committed people work tirelessly to protect victims and CPD is privileged to be able to be part of the healing and help that brings these precious kids solace and sanctuary.

Communication is Leadership.
Borrowed from our good friends at The Container Store, we agree that “consistent, reliable, predictable, effective, thoughtful, compassionate, and courteous communication” is important for a successful organization.  We make sure that information is shared and available to all board members and employees.  Each one of our staff members is able to discuss this agency and our board meetings are open to all.  We celebrate financial goals, volunteer project completions, and program successes with equal fervor.

Training is Key.
For our Board of Trustees members, our volunteers, and our employees, training is a vital part of success for Community Partners of Dallas.  We want our volunteers to fully understand why they are here and why their time is so needed to benefit CPD.  On-going specialized volunteers receive a formal orientation and training, and continue to receive additional on-the-job training from our staff members.  Staff members receive at least 100 hours of training in their first year with the agency, and continuing education is encouraged throughout their tenure.

We Uphold the Donor Bill of Rights.
The Association of Fundraising Professionals designed the Donor Bill of Rights and CPD is committed to its principles and follows them fully.  The full document may be found below.  We want every donor to have full confidence in supporting CPD and we pledge to you that every gift is being handled appropriately and as the donor requests.

Attitude of Gratitude.
Whether for our Dallas County CPS caseworkers, for our volunteers, or for our donors, we strive to show you appreciation and gratitude.  We strive to greet you with a smile, answer any question, and serve you with dignity and respect at all times.  Plus, you will walk away with a hearty thank you and knowing that you are a vital part of the success of Community Partners of Dallas.

When You Love Your Work It Shows.
This is the mantra for CPD employees and we attempt to show it in everything we do.  No man is an island and each staff member of CPD knows that help with a project is only steps away.  Putting the good of the agency above ourselves is the goal and staff members work until the job is complete – but with a sense of fun in every step.  We find that when we give staff members the latitude and freedom to do their work, they go above and beyond to make it their best work possible.  New ideas and ways of looking at problems are rewarded and celebrated.  We LOVE working at CPD and we want you to feel the love too!

Come Back to the Kids. 
Finally, this is how decisions are made at CPD.  We are mission focused; making sure that every decision is put to the test:  “Will this decision provide the best possible outcome to benefit our kids and our agency?”  The mission of Community Partners of Dallas is to ensure safety, restore dignity, and inspire hope for the abused and neglected children served by Dallas County Child Protective Services.  In the end, we want to look back on our efforts here and know that we made a difference in the lives of children.  That is success.

The Donor Bill of Rights (from the Association of Fundraising Professionals)

Philanthropy is based on voluntary action for the common good. It is a tradition of giving and sharing that is primary to the quality of life. To ensure that philanthropy merits the respect and trust of the general public, and that donors and prospective donors can have full confidence in the nonprofit organizations and causes they are asked to support, we declare that all donors have these rights:

I. To be informed of the organization's mission, of the way the organization intends to use donated resources, and of its capacity to use donations effectively for their intended purposes.

II. To be informed of the identity of those serving on the organization's governing board, and to expect the board to exercise prudent judgment in its stewardship responsibilities.

III. To have access to the organization's most recent financial statements.

IV. To be assured their gifts will be used for the purposes for which they were given.
V. To receive appropriate acknowledgment and recognition.

VI. To be assured that information about their donation is handled with respect and with confidentiality to the extent provided by law.

VII. To expect that all relationships with individuals representing organizations of interest to the donor will be professional in nature.

VIII. To be informed whether those seeking donations are volunteers, employees of the organization or hired solicitors.

IX. To have the opportunity for their names to be deleted from mailing lists that an organization may intend to share.

X. To feel free to ask questions when making a donation and to receive prompt, truthful and forthright answers.

Paige McDaniel
President & CEO
Community Partners of Dallas

Thank You Seems to be the Hardest Word(s)

I know, I know, we do harp on about thanking donors on this blog, but I really don't think the importance can be stressed enough.

I'd like to give a shout-out to an organization in town that does a fantastic job at saying thank you - The Senior Source. In the interest of full disclosure, I am on their board of directors, but if they didn't appeal to the ego-maniac in me then maybe I wouldn't be happily signing up to serve a second term.

Since I became involved with this organization I've never gotten so much mail in my life (invitations, hand-written notes, birthday cards, etc.), nor have I felt so incredibly special. They genuinely make me believe that the organization couldn't function without me which I know to be a lie of enormous proportions. However, I happily swallow it.

Now, I’m certainly not one of their top donors (not even close), but if this is how they treat small fry like me then just imagine the red carpet welcome they roll out for their highest level benefactors. That thought makes me proud to be associated with such a gracious organization and confident that they are good stewards of my money.

Notice that I haven't actually mentioned The Senior Source's mission. It happens to resonate with me deeply, but I must confess that if I never heard a peep from the organization except from when they wanted something, I probably wouldn't be involved, no matter how noble and personal the cause.

Bottom line - Don't underestimate the power of gratitude.

Looking for different ways to say thank you? Rachel Muir has some ideas:

7 ways to say thanks

It breaks my fundraising heart when I hear about gifts going unthanked. 

I recently read this story about Gail, a donor who has been giving consistently for over 30 years to the same organizations and has never had her cumulative gifts recognized.  None of the groups she supports have identified her as a major gift or planed gift prospect.

Every donor has the right to what the Association of Fundraising Professionals refers to as the ‘donor bill of rights’, which includes the right to “receive appropriate acknowledgement and recognition.”

Regardless of the gift size or the channel through which they made their gift, prompt, sincere, accurate appreciation is the first thing that needs to happen, preferably within 24 hours (but no later than 48) of receiving the gift.

Making people feel appreciated never goes out of style. Doing it well is the least expensive way to significantly grow your major gifts program.  My advice is give your donors 7 stewardship touches annually. 

To get you started, here are 7 creative ways to say thank you and steward your donors:

1. Have an intern or volunteer prepare a stack of thank you cards on your stationary with a printed digital photo that highlights your mission: a child at play, a family together, a student at work, a natural reserve, you get the picture. If you need someone else to write it and/or sign it you can, but make sure they go out within 24-48 hours of receiving the gift.

2. Have your Executive Director call and thank the donor within 48 hours.

3. Have a mini thank-a-thon at your monthly board meetings.  Give each board member a handful of phone numbers to call and a thank you script if you like.  If calling isn’t possible circulate prepared and addressed thank you cards for them to sign or write a note on.  I prefer the phone call approach.  Even if they get voice mail the donor will appreciate the personal thanks from a board member.  As an added bonus, thank-a-thons are some of the most rewarding and painless ways to get board members introduced and involved in fundraising!  

4. Have a client, volunteer, recipient of your programs or parent of one of your students write a personal thank you note to your donor.

5. Create a mission moment: invite your donor to come tour your facility, visit your program or attend your event to personally see in person how their gift is making an impact in the community. 

6. Add the donor to your mailing list to receive your annual holiday card, annual report, and/or newsletter. If they’ve just made a gift consider suppressing their name from an ask appeal for 12 months.

7. Recognize their gift in your annual report.

Click here to read the full article.

Katy Spicer
Associate Director of Marketing

What’s Your Story?

I recently had the pleasure of watching a TEDx video on YouTube from Brene Brown on “Vulnerability” – probably the most important 20 minutes I spent that week. A friend had recommended it, yet I hardly expected the first minute to have much impact.  In the beginning Brene shares her own personal revelation that while she is a researcher, she is also a story teller, because in her words,

“a story is just data with a soul”. 

BAM!  I rewound and listened again, and again. Yes, she’s right – this is the perfect way to think about story-telling.  It’s how to tell what you do in a way that has meaning and impact; that engages the head and the heart.

So, what is your story?  How you answer this question is a major determinant of how much impact you’ll have.  If your response is about the statistics on how many you serve or how much disease or poverty you have eradicated, then you’ve missed an opportunity to really connect me to your cause.  If however, you use a story to demonstrate your impact, I’m much more likely to engage. 

Story-telling is one of the oldest and most powerful marketing strategies.  Every organization needs to have a few thoughtful stories that all stakeholders can share on a moment’s notice.  Where to begin?

1. Be strategic – Who is your target audience? When you understand who you are communicating with, you’ll know which stories to choose and develop.  Most nonprofits have multiple target audiences: Donors/funders/sponsors, staff, board/volunteers and clients.  You may need or want different stories that highlight different results for each target group.  Put yourself in their shoes – what do they want to hear about your organization and then begin your research?

2. Finding the story – Where do you find the stories to use? Keeping in mind your target audience groups, begin asking around to your program staff, volunteers and board members.  Ask them, “If you could share one story that really demonstrates the impact that we have on our constituents, what would it be”?  Then listen.  Ask probing and clarifying questions.  Capture the facts, but don’t forget to dig deep to find the heart of the story.

3. The right story – Is there a right story? I believe some stories are better, but they’re not necessarily the right story – mainly because a story that is right for one person may be the wrong story for another.  Once you have collected a half-dozen or more stories, convene a group of people who are closely involved in your nonprofit.  Maybe it’s a few staff, a couple of volunteers and 1-2 board members.  Share the stories and talk about their relevancy to each target group.  Brainstorm on how to improve the impact of the story by re-wording or re-positioning the main points.  Choose the best 3-4.

When you have collected a few really great stories, make sure that everyone associated with your agency has a copy and is coached on how to use them.  Distribute written copies to staff, volunteers and the board.  Ask them to use these stories when they are out in the community, meeting with funders or recruiting volunteers or board members.

Having consistent stories - data with a soul - will help you grow your brand while better demonstrating the impact that your agency is having.  And if you think that social media is the must-have marketing strategy, I’d suggest that you consider finding and using a few of your most powerful stories.  Using your stories as a foundation for your marketing activities will help you have more impact, and you can always use them in social media too!

Ann Ranson
President, Bottom Line 3 Marketing
CNM Marketing and Strategy Consultant and Presenter

Worthwhile and Significant Work

I have been involved with the Center’s Nonprofit Management Certification program since shortly after its inception, and continue to marvel at the microcosm of individuals that take advantage of this training resource.  Over the years, they have changed.  Early on, most of our students were already working for a nonprofit organization and came to polish their skills.  As time progressed (and the economy digressed), we saw  more and more folks who are actively looking for jobs  – deepening their knowledge of the nonprofit sector and looking for connections that might lead to employment. 

There is another group that we encounter in nearly every new session of classes – those who have had careers in the for-profit world, and long for a different workplace experience – one that not only stretches them, but also provides that feeling so many of us in nonprofit work have come to take for granted – that sense that our work is worthwhile and significant – that it makes a real difference in our neighborhood; in our community; in our world. 

I am reminded with each new class, as students introduce themselves and describe their motivation for attending the class that our nonprofit sector offers a kind of employment medicine – that great satisfaction at the end of the day that we’ve done something good; we’ve done something that really matters.  We have a “drug” that many in the for-profit world are seeking – and they come to the Center as an entry point to a new kind of relationship with their work.

These students infuse our classes with a perspective that reminds us of why we work in the nonprofit world.  They are eager to share their talents and skills, and they form connections and friendships that transcend the classroom. 

The Center delivers a high-quality product to them, as evaluations confirm.  And we witness the continual transformation of nonprofit organizations through the more effective staff and board members we train.  This makes my work at the Center worthwhile and the Center’s place in the community significant.

LouAnne Smith
Instructor and Consulting Associate

Does Your Annual Report Go Straight in the Trash?

Okay, I have to confess that I am guilty of writing ‘nonprofit-centric’ annual reports. They are wonderful glossy affairs which describe our programs and achievements at length; however, they are also:

1) Self-congratulating
2) Organization (and not donor) focused
3) Extremely boring

BUT – Not this year! This year I am determined to produce an annual report that not only hits the high points and skims over the lengthy blocks of text which no one reads, but is also donor-focused and filled with gratitude over what we have helped our donors accomplish (do you see the distinction?).

Sara Kite, our vp of development recently forwarded me this wonderful article by Tom Ahern about donor-friendly annual report models (I think she was trying to tell me something ;) and I have been duly inspired. Takeaway - Boring and risk-free does not work in marketing. Ever.

Take a look for yourself:

B4 u do yr annual report  
Issue 9.5: Repeat after me: "I am a marketer!" And consider a few donor-friendly models, for inspiration.

Annual reports.

So many trees felled for pages. So few donors who care.

So, before you clear-cut another acre of old-growth forest, take time to sit with some annual reports that did a good job, an effective job, a persuasive job, in my opinion, of showing donors that the charity they've supported was worth the gift.

• Redwood 2010 AR. (domestic violence and recovery) 
• Fairfield County (CT) Community Fndt AR 
• United Way Pickens County (SC) AR 2010
• Interval House 2009 "Gratitude Report" 

Let's talk.

What I am about to tell you could scramble your self-image like breakfast. But, here it is, without a euphemistic bone in its body:

You, Mr. and Ms. Fundraiser ... you are what we call a marketer, professionally speaking. And that's when you're thinking strategically. When you're behaving tactically (making the phone call, sending the appeal), you're what we call a salesperson.

Technically. Dictionary definition.

"Me? Sales? I think not, my good man. My title is Director of Advancement." Like General George S. Patton during WWII?

Look, no matter what title drapes you, the fact of the matter is, you are engaged in marketing -- and its subset, sales.

And, frankly, lucky you! Because marketing (subset: sales) is a exhaustively- researched field and richly supports untold global industries. When you understand the principles and science of marketing, you will do very, very well in fundraising. And if you don't understand them? Good luck.

Let's get back to your annual report.

What is the function of a charity's annual report? Well, from a marketing standpoint, its chief function is this: to show (not tell; long prose mostly won't get read) your investors (i.e., your donors) how much they (not you) have accomplished during the past year, by trusting you with their support.

Click here to read the full article.

Katy Spicer
Associate Director of Marketing

Resources for the Small Development Office

Let’s face it, most Development Directors are a department of one, maybe two if you are lucky.  With responsibilities for fundraising, grantwriting, event planning, relationship building, marketing, public relations, awareness raising, donor acknowledgements, record keeping, volunteer management and the ever popular “and other duties as assigned” which can range from trash patrol in the parking lot to cleaning out the storage closet, we LDDs (Lone Development Directors) need to make sure we have the  tools necessary to maximize our time and resources.

I have come to rely more and more on resources I can find on the internet, because I will be honest – a great deal of my professional development reading is via my smart phone while I am trudging away on the treadmill – you know maximizing my time by multitasking!  Here are my top six resources for an LDD:

                Pamela Grow – www.pamelagrow.com.  You can also find her on Facebook with Simple Development Systems and on Twitter as @pamelagrow.  Author, coach, copy-writer, nonprofit marketing consultant and political junkie, Pamela is the author of “Five Days to Foundation Grants”  and  the creator of Simple Development Systems, the only online coaching program created for the overwhelmed fundraiser in the one-person marketing and development shop.  Sign up for her free newsletter The Grow Report.  She’s the founder of #smNPchat on Twitter – the only Twitter chat geared specifically to the small nonprofit development shop.  That chat takes place every other Friday at 11:00 a.m. CDT.  She is insightful, succinct and a resource you should not miss. 

                Wild Woman Fundraising – www.wildwomanfundraising.com.  This is what Mazarine Treyz says about her blog:  This blog is about helping you succeed with your cause, whether you’re fundraising, marketing, running an event, or standing up to the office bully. I created this blog to give you a chance to talk about what your deepest hopes and deepest fears are around fundraising and working in the nonprofit world.  Again, I follow her on Twitter at @wildwomanfund.

                Gail Perry – www.gailperry.com. Fired Up Fundraising.  Gail has some wonderful free fundraising tools available on her website.  She can be found on Twitter at @GailPerryNc and on Facebook at Fired Up Fundraising. 

                Sandy Rees – www.getfullyfunded.com.  Sandy has some great forms that are free, but you need to sign up for them.  Included are:  Monthly Development Checklist and a Summary Calendar Template.  Sandy can be found on Twitter at @SandyRees and on Facebook at NonProfit Fundraising - The Get Fully Funded Way. 

                Christopher Davenport – www.501videos.com.  Having a new video about fundraising delivered to your inbox every Monday morning – simple.  The information you learn – priceless. 

                Tom Ahern – www.aherncomm.com.  The granddaddy of them all.  Tom Ahern is often described as "one of the world's leading authorities" on how to speak properly -- and profitably -- to donors.  Subscribe to his free newsletter via his webpage. 

Every day, through Twitter, I am privy to some of the best information about fundraising there is, courtesy of the people listed above and others.  I encourage each of you to set up a Twitter account if only to give you easy access to resources that will enhance your ability to do your job well.  You don’t ever have to issue a single tweet, just read and glean from others.  Of course, I would be remiss if I didn’t encourage you to also follow Hope Cottage on Twitter at @LeslieatHope!  Here is my list of some of my favorite nonprofit and fundraising “Tweeple”.  If you have questions, pop me an e-mail at lclay@hopecottage.org:

@pamelagrow   @wildwomanfund  @GailPerryNC  @SandyRees  @Nonprofit_Mo @npquarterly  @GordonJayFrost  @Gregallbright @fdncenter  @101fundraising  @cnmdallas  @marcapitman  @rosettathurman  @HildyGottleib  @PublicityHound  @HeidiEKMassey @maddiegrant  @mcahalane  @FundraisingNews  @rjleaman  @askdebra  @cargillcreative  @stevenetwork @change4aDollar  @LinkedInQueen.

Leslie Clay

Chief Development Officer

Hope Cottage Pregnancy and Adoption Center

Whose Universe Are You Living In?

In an interview I recently read, the question was asked “do great writers have to build their own universe?” and part of the answer was “I think it's less that you build your own universe, and more that you expand to meet the universe around you in all its weird and wonderful aspects.”

It made me think about nonprofits and how many of us spend time building our own universe, particularly the one that makes us the most comfortable, when we should spend more time in the “weird and wonderful”.

It is easy to do the easy things, it can be scary to step outside your comfort zone and meet the world, because the world can be is a scary place. There are people out there who don’t look, act or think like you. But they are some of the most wonderful people you will ever meet, who will challenge the way you think and look at the world. And hopefully you will challenge them too. What fun would life be if everything stayed the same all the time?

So this week, step out of your comfort zone and go see what the “weird and wonderful” world has to offer you and what you can offer it.

   - Start a blog
   - Volunteer
   - Take a class, learn something new
   - What can you think of?

Joel Rothermel
Assistant Director of Education

Write GREAT Grants

When I first started writing grants, I remember struggling with – “what are they looking for?” and “how can I write the grant in a way that put our agency in the best light?” I was fortunate to have landed in one of the Center for Nonprofit Management’s Grantseeking classes which taught me the basics. Then, I just learned by experience – trial and error and getting feedback on each of the grants I wrote.

Now, after countless grants submitted and serving as a peer reviewer at the state and federal level, I work with agencies to help them unlock the secrets to not just a good grant, but a GREAT grant.

I’m excited this year to be partnering with the City of Dallas and the Center for Nonprofit Management on a series of classes to help all their existing and prospective grantees:

1) know what to expect when the 2011 City of Dallas grants are released;
2) navigate the City of Dallas’ process for submission; and
3) write a grant that showcases your agency’s programs. 

This FREE session is offered on the following dates:

Wednesday, April 27, 8 am to 12 pm
Tuesday, May 3, 1 to 5 pm
Wednesday, May 4, 1 to 5 pm
Thursday, May 5, 8 am to 12 pm

In addition to this training, attendees will also receive a voucher to attend follow-up sessions either on Project Management, Grantwriting, or Outcome Measurement. While the first training will cover all of these areas in some detail, the follow-up sessions will give you the details you need to write a GREAT grant.

So, if have the same questions as I did, these classes are perfect for you. Come join us for a worthwhile and productive training series that will not only help you with your City grants, but all of your grants moving forward.

Suzanne N. Smith
Social Impact Architects
CNM Instructor and Consultant

A Bird in the Hand is Worth Two in the Bush

We’ve all heard the stories of the little old lady who sent $25 to her favorite charity every year, only to leave them $1 million gift upon her death. But have we heard the story of the donor who stopped sending $25 a year because she was never thanked? Or because she didn’t feel her gift was making a difference?

It is well understood that it takes ten times the amount of time and money to get a new donor as to keep an old donor. That, given the state and federal budget crisis, means focusing on donor loyalty is essential to remain viable in this market place.

But, how do you do so?

By building relationships.

Take the time to answer these three questions and you will be well on your way to building a development plan focused on donor loyalty.

1. Who are your donors? Take time as a staff and board to identify your donors—by name for major donors, and by category for those that give small gifts. Use your database to learn who is giving every year and who is a lapsed donor. Having this information is vital to maintaining strong relationships.
   
2. How and why they give? Now that you know who your donors are, get to know them! Understand why they give to your organization. Learn who else they support. Gauge where they rank the issues your organization deals with. Meet individually with major donors, and if you can, collectively with smaller donors.
   
3. What do your donors want from you? Understanding why your donors give is great. Learning what they would like from you is equally important so that you can deepen your ties with them.

Use this information to create meaningful tactics to reach your current donors. Tell them stories of how their gifts are hard at work. Thank them.  Again and again, thank them.

Building relationships with donors takes time and energy. Make the effort to keep your donors happy so that they will continue to support you in good times and in bad.

Laura Wooten
Wooten Communications
CNM Marketing and Fundraising Consultant