nonprofit technology communications landscape · kinds of crm desktop & client/server crm...
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Nonprofit Technology Communications Landscape
Charities Technology Conference
Columbia Law School - March 24, 2011
Agenda
Communications Infrastructure
Campaigning Tools
Communications Infrastructure
CRM database
Website, Blog
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
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
Rich Media
Social Media
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
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
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 | [email protected] | http://nten.org
More resources available at:
http://amysampleward.org