nonprofit technology communications landscape · kinds of crm desktop & client/server crm...

Nonprofit Technology Communications Landscape

Charities Technology Conference

Columbia Law School - March 24, 2011

Agenda

Communications Infrastructure

Campaigning Tools

Communications Infrastructure

CRM database

Website, Blog

Email

Rich Media

Social Media

CRM database

CRM stands for Constituent Relationship Management Change that to Community, Contact, or Client!

Don’t be confused by CRM & CMS:

CMS stands for Content Management System Architecture and content for your website

Can work together or be stand alone

Not mutually exclusive

Some CMS tools include basic CRM functionality

What’s in a CRM?

Basic Data Basic contact info

Track activities (calls, events)

Track donations

Tracking Volunteers

Actions Email blasts

Automated donations

Event management and registration

Kinds of CRM

Desktop & Client/Server CRM Download and install on network and/or desktops

Web Server-based CRM Download and install on your intranet web server, or on

your public-facing web server

Work through a web browser

Software as a Service No download or installation – all hosted on companies site

Work through a web browser

Categories of CRM by license

Proprietary

Open Source In Spirit (built on proprietary platforms)

Open Source CRM built on proprietary OS/Database

Open Source CRMs built to run entirely on Open Source platforms

Software as a Service (not obtaining software, obtaining services)

Examples: Proprietary

eTapestry

Blackbaud Raiser’s Edge

Donor Perfect

Fundware

Sage

Examples: SaaS

Democracy In Action

Convio

Kintera

Salesforce

eTapestry

Both Salesforce and eTapestry are free for some users:

Salesforce – 10 free licenses

ETapestry – free for 500 or fewer contacts

Examples: Open Source In Spirit

METRIX (built with MS Access)

EBase (built with FileMaker Pro)

Examples: Open Source

Depends on proprietary OS and/or Database mpower open (built on .NET and depends on MS SQL

server)

Organizer’s database (Windows and Visual Basic)

Compiere (requires proprietary databases)

Examples: Open Source

Can be run completely using open source OS/tools Linux, Apache, MySQL, PHP (LAMP stack):

CiviCRM

SugarCRM

Any OS, Apache Tomcat, Java:

OpenCRX

vTiger

Communications Infrastructure

CRM database

Website, Blog

Email

Rich Media

Social Media

CMS & platform options

Drupal

Joomla

Plone

Wordpress

Many proprietary options

Essential elements

Navigation: Pages and subpages

Images, video embeds

Blog

Customizable features

Clean, simple design

Content options

Website & blog together

Website & blog separate, mapped URL

Website & blog separate, linked

Only a website or a blog

Social web presence only

CRM and CMS

Resources and research:

2009 Data Ecosystem report:

http://www.nten.org/2009_ecosystem_report

2008 CMS Satisfaction report: http://www.nten.org/research/2008-cms-satisfaction-survey

2007 CRM Satisfaction report: http://www.nten.org/research/2007-crm-satisfaction-survey

Communications Infrastructure

CRM database

Website, Blog

Email

Rich Media

Social Media

Email

Day-to-day staff email

Email lists & signups

Email marketing/messaging

Day-to-Day Email

Usually managed in-house or with website hosting

Personal email lists and address books

Organizations vary with respect to:

Mobile access

Remote access

Personal email use

Email lists

Privacy statement & disclaimer

Information about the content

Communications Infrastructure

CRM database

Website, Blog

Email

Rich Media

Social Media

Rich Media

Photo

Audio

Video

Rich Media

Organizational events

Board meetings

Community events

Generated by partners, constituents

Generated by public, community

Archived, reused, published

Rich Media hosting

Photo - Flickr, picasa

Audio – Libsyn, CinchCast

Video - YouTube, vimeo

Self hosted, part of website hosting

Rich Media sharing

Waivers

Tags

Reporting vs marketing

Communications Infrastructure

CRM database

Website, Blog

Email

Rich Media

Social Media

Social Media

Social Networking

Microblogging

Photo & Video sharing

Citizen journalism & hyper-local networks

Social Networking

Facebook = More than 500 million active users; 50% of active users/day

MySpace = 34 million users

Orkut = main network in Brazil, 2nd in India

Hi5 = major network in Spanish-speaking countries

LinkedIn = 100 million users, 61% male

Microblogging

Twitter = over 200 million users

140 million = average number of Tweets people sent per day, in the last month.

460,000 = average number of new accounts per day over the last month.

Identica, Yammer

Photo & Video sharing

YouTube

490 million unique users every month; ~150m visit every day and the average visit lasts 25 minutes.

Flickr

51 million registered users; 3000-5000 new photos being uploaded per minute

Citizen journalism & hyper-local

Using social media

Organizational policy

Content strategy

Online identity

Privacy and terms of use statements

People behind the tools

CRM database = IT

Website, Blog = Communications

Email = Communications & IT

Rich Media = Marketing

Social Media = Communications

Campaigning Tools

Email Clients

Petitions

Surveys

Email Clients

Constant Contact

Democracy in Actions’ Salsa

Emailnow by Network for Good

Highroad

VerticalResponse

Email options

Free vs paid (# of contacts, # of messages)

Integration with CRM or CMS

Tracking and metrics

Design templates and customization

Campaigning Tools

Email Clients

Petitions

Surveys

Petition tools

Act.ly

Care2 (The Petition Site)

Change.org

Petition Online

Petition Spot

Petition options

Portability

Registration required

User data

Real time

Cost

Campaigning Tools

Email Clients

Petitions

Surveys

Survey tools

Google forms

PollDaddy

SurveyGizmo

SurveyMonkey

Zoomerang

Survey options

Portability

Integration with CRM/CMS

User data

Analysis and metrics

Reporting and publishing

Cost

Campaigning

Resources and research:

2011 eNonprofit Benchmarks Study:

http://www.nten.org/blog/2011/03/19/new-report-2011-enonprofit-benchmarks-study

2011 Nonprofit Social Network Benchmark Report: http://www.nten.org/blog/2011/03/18/new-report-2011-nonprofit-social-network-benchmark-report

Thanks

Amy Sample Ward

Membership Director, NTEN

@amyrsward | amy@nten.org | http://nten.org

More resources available at:

http://amysampleward.org