Nonprofit Bridge

As described here recently, my wife and I recently switched to Verizon FIOS for our television, phone and Internet service.  Despite some confusion during the ordering process and a very lengthy installation process, everything seems to be working fine now.  Last week we drove to Cablevision to return our cable equipment and to cancel our service.  I was expecting to be asked why we were canceling and had several answers prepared:

• their refusal to reimburse us when one of their wires became dislodged across a street and caused several hundred dollars damage to our car
• their not allowing us to qualify for their ‘triple play’ promotion (roughly the same price as the Verizon package) because we already had two of the three services
• frequently losing our Internet connectivity and having to disconnect and reconnect all of our equipment.

Not completely to my surprise, the person who accepted our equipment asked us nothing, simply handing us a receipt.  We had cable service for over five years;  wouldn’t there be some curiosity on why we were bailing out now or whether there was anything they could do to keep us as a customer?

Relating this to our nonprofit organizations, when a constituent becomes disenchanted with us, do we find out why?  Do we quickly respond to complaints that come through the web site? (I receive many about issues with online donations not being accepted and not being able to find information on our web site.)  For long time donors who suddenly drop out, do we take the time to find out why?  Not asking for this information is not taking advantage of valuable information on how we can better serve our constituents.  Do we apologize when potential donors are inconvenienced, even for factors that are beyond our control?

I can’t say I’ve had wonderful experience with Verizon in the past, but Cablevision didn’t even try to ask why we were leaving.  Maybe we’ll eventually get a survey to fill out, but by then I may not take the time to fill it out.

Wishing everyone a healthy and joyous 2008!

This week, the Foundation Center’s column, The Sustainable Nonprofit featured this targeted article on Spending Your Web Site Dollars Wisely.  Major points:

• Delegating responsibility to the lowest level staff member or volunteer is foolhardy.  In a world where many will visit your web site as the first step in learning more about your organization, the web site must be professional and kept current.  It should not be primarily maintained by Information Technology, except for the back end responsibility of keeping it online
• When to use a content management system (CMS) – “the more content you have and the more you plan to change or update it, the more you’ll need (and want) such a system”
• Use professionals to create copy and images.  Hire a professional designer (if you don’t already have one on staff) so that your site is more about marketing than about information technology
• Design your site for the visitors’ perspective, not your organization’s
• Take the time to examine other web sites and to create a site map.  Think about what your constituents are most likely to look for and how can find it easily.

At my current organization, I’ve recently been instructed to review all of our web sites, and fix what’s wrong and make sure the information is correct.  Yes of course, but this should be the responsibility of everyone, not any one individual or department. (sigh!)

Wishing everyone a healthy and peaceful holiday season.

This week my wife and I have embarked on a new adventure to combine our phone, TV and Internet service to Verizon’s FIOS.  Placing the order was quite a frustrating experience, but what I found most interesting was that the information available on the Verizon web site was very different from what we were told by phone.  The web site would not allow us to complete the transaction and mentioned offers that were impossible to select.  When we asked to speak to a supervisor on the phone, we were told that they have ‘no access’ to the online offerings, and were unable to honor the promotions even when we read it from their web page.

Moral – offline and online must be in synch. When our constituents view us, they see one organization.  Presenting a different picture on a web site versus what is said by phone clearly contradicts this image.  In our case, my wife and I went ahead with the FIOS order due to the significant cost savings and the anticipated performance improvements, but nonprofit organization constituents may not be so patient when attempting to place a donation or participate in an event if they can’t get clear information.

Last week my alma mater announced the creation of the Center for Nonprofit Strategy and Management, featuring monthly seminars focused on the nonprofit community.  The opening event was a one-day conference where leaders of about a dozen organizations offered their views on what has made them successful, focusing heavily on board relations, fundraising and overall management strategies:

• Theresa Bischoff, CEO of American Red Cross, Greater NY suggested “getting the best people – they will make you successful.”  In addition, “learn from everyone in your organization – teachers are everywhere.”
• Sister Paulette LoMonaco, Executive Director, Good Shepherd Services, also emphasized the importance of building a strong team, “don’t be afraid to have people on your team that know more than you.”  She also asked that any new programs be strictly evaluated to make sure they relate to the organization mission.
• Lillian Rodriguez-Lopez, President, Hispanic Federation, suggested asking good questions, but “at an appropriate time”;  she also stressed the importance of public speaking and stretching your comfort zone.
• David Jones, President / CEO, Community Service Society, pointed out that the distinctions between for-profit and not-for-profit are starting to blur and described his efforts to reshape his organization’s board
• Ruth Messinger, President, American Jewish World Service and former NYC mayoral candidate spoke despite having a horrible cold.  Following up on David’s comments, she mentioned how many of us will move back and forth between for-profit and nonprofit, thus the importance of transferable skills.  In fundraising, she advised that we ask prospects for a specific amount of money based on our best judgment of what they can give, andthen do not speak. Finally, Ruth asked that board members understand their fiduciary responsibility, not simply joining because they are friends with the Executive Director.
• Lilliam Barrios-Paoli, CEO, Safe Space and past commissioner of several NYC agencies, said that sometimes it might be worthwhile to take a cut in pay to take a good opportunity
• Ronna Brown, President, NY Regional Association of Grantmakers, discussed how the board’s role is to rock the boat;  usually the staff wants to keep things as they are.
• Lucy Cabrera, President / CEO, Food Bank for New York City: “Board members are your bosses, not your friends.”  She advised getting to know your board personally (“take them to lunch individually”) and added that changing one board person can dramatically change board dynamics and decisions
• Darwin Davis, President, NY Urban League, advised to ‘give your best, no matter what job you have’ and to establish relationships with other department heads (not just your boss).  He also got probably the biggest laugh of the day by reminding us that working for a 501(c)3 doesn’t mean leaving at 5:01 PM.
• Linda Selvin, Executive Director, NY Branch of International Dyslexia, followed up on Ruth’s comments, saying that the board’s purpose is not primarily to agree with the ED.  She also suggested getting to know each board member individually to “understand what each if passionate about.”  Interestingly, she pointed out how there may be more opportunity to shine by joining a struggling organization, as she did 8 years ago .

Congratulations to Jack Krauskopf, Director of the Center for Nonprofit Strategy and Mangement, for coordinating such an inspiring program.  Since there wasn’t much mention at the conference of ephilanthropy or how nonprofits have successfully implemented online strategies, can I help with a follow up event on this topic?