Donor Relations & Stewardship: making it all come together

Blackbaud Webinar 20 November 2014

Amanda Stanes, OStJ, CFRE, BA, Associate Director Donor Stewardship, Email: a.stanes@auckland.ac.nz

“Lectures are our most flexible art form. Any idea, however, slight, can be expanded to fill fifty-five minutes; any idea, however great, can be condensed to that time. And if no ideas are available, there can always be discussion. Discussion is the vacuum that fills a vacuum.” J.K. Galbraith (1908-2006)

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What I thought we could cover off: • Key definitions • Why is stewardship & donor relations important • How you might like to think about implementing a plan for your ‘shop’ • Anything else?

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Donor Bill of Rights • 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 assure

that philanthropy merits the respect and trust of the general public, and that donors and prospective donors can have full confidence in the not-for-profit organizations and causes they are asked to support, we declare that all donors have these rights:

• 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.

• 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.

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

• To be assured their gifts will be used for the purposes for which they were given.

• To receive appropriate acknowledgment and recognition.

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

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

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

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

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

The text of this statement in its entirety was developed by the American Association of Fund-Raising Counsel (AAFRC), Association for Healthcare Philanthropy (AHP), Council for Advancement and Support of Education (CASE), and the Association of Fundraising Professionals (AFP), and adopted in November 1993.

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What do the terms ‘stewardship’ and/or ‘donor relations’ mean to you?

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What do the terms “Stewardship” and “Donor Relations” mean to you?

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Some useful definitions:

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• Donor relations: is the comprehensive effort of any nonprofit that seeks philanthropic support to ensure that donors experience high-quality interactions with the organisation that foster long-term engagement and investment. www.adrp.net

Some useful definitions:

• There are four key elements: – Gift acceptance & management – Acknowledgement – Donor recognition events – Reporting

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Some useful definitions:

• Stewardship: the conducting, supervising, or managing of something; especially: the careful and responsible management of something entrusted to one's care. Merriam Webster Dictionary

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Thinking of it another way • Stewardship generally relates to the gift itself

– not the donor • If donor relations’ is pro-active, then

stewardship is reactive – it takes place after the gift is received.

• A donor REQUIRES stewardship but DESIRES donor relations.

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Why is this important? • From the Chronicle of Philanthropy - 2013 report by Association of Fundraising Professionals & the Urban

Institute US reported that in 2012, fewer than 30% of their donors who had given to them year before supported them again.

• Target Analytics (Blackbaud) report of first time donors who gave a follow up donation declined from a median of more than 35% in 2003 to 27% in 2013.

– For every $100 charities raised in 2012, they lost $96 from donors who gave less or stopped altogether. For every 100 donors charities gained in 2012, they lost 105 through attrition.

• When Penelope Burke surveyed a group of donors, 37% said they stopped supporting a charity because of ‘mis-manged funds’’ of that group, 47% said they felt uninformed and unappreciated.

• Penelope also that a thank you call to a first time donor translates into 40% more revenue in year 2 – and it can reduce churn.

• Adrian Sargeant is on record saying boosting retention by as little as 10% can increase lifetime value of a profit’s donor base by up to 200%

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So, what to do?

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The Wheel

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The Anchor

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The Bucket

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Every ship needs a captain

Dhttp://www.keepcalm-o-matic.co.uk/p/keep-calm-i-m-the-captain-7/

The ship’s hull

http://www.marineinsight.com/marine/environment/what-is-marine-growth-preventive-system-on-a-ship

UABS Data – donor pyramid

UABS donor August 2014

The Mast

Dhttp://www.dublin.ie/gallery-view.aspx?imageId=604&catId=11ate

UABS donor wall

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Hoisting the sails

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Flying the Flag

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Dear Romena, As the working year fast approaches the end, I wanted to acknowledge you for your support and friendship of the Business School.

Our lives are becoming increasingly busy and fraught with so many activities that I hope over the summer break you will find the time to relax and unwind, and enjoy all that is good about the festive season. One of those good things is what you have done for the School and by clicking this link or the image on the left, you will be directed to an e-book which demonstrates what we have done with your support. For me it was quite a powerful reminder of what we have achieved this year. It’s no secret that funding to universities is becoming

increasingly constrained so the independence your philanthropy has created allows me to employ some of the very best academic and professional talent and to seek out the very best students from New Zealand and abroad. This means a huge amount to me and what my team seeks to achieve. We, like you, really do want to ‘move the dial’ for New Zealand by creating a dynamic, prosperous and more just society through business. Thank you for joining us on the journey. Wishing you and yours all the very best for the holiday season.

Professor Greg Whittred Dean, the University of Auckland Business School

Seminars , conferences and events may be photographed or filmed for use by the University and the media in hard copy and elec tronic publications inc luding in news letters and brochures and pos ted on the University or conference

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June 2013

DONOR STORY

“Giving feels really good” After 26 years out of the academic world, returning as a mature student was quite a frightening experience for annual fund donor Alistair Dunlop. Read article >

SLEEPING ROUGH

GREG'S BLOG

While our donors do amazing things for the Business School and our students, they are also donors to many other wonderful causes. Read article >

Do you remember your graduation day? I do. Every year I am reminded when I watch another group of excited graduands and their proud parents. Read article >

GRADUATES JOIN 40,000 ALUMNI

OLYMPIAN LISA CARRINGTON

Stopping traffic on Queen Street is World champion and Olympic gold

THIS MONTH

Dean’s Distinguished Speaker Series – Professor Neil Gunningham.

EXECUTIVE EDUCATION

Roseann Gedye talks Influencing and Persuading skills.

2-3 July: Mental Toughness Presented by Jamie Ford

4-5 August: Influencing and Persuading Skills Presented by Roseann Gedye

FEEDBACK Tell us what you think of UABS Quarterly

What’s in the hold?

http://www.auto-move.com/category/cargo

Who’s on your team?

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What shape’s your life raft?

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In conclusion:

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Resources • Association of Donor Relations Professionals www.adrp.net • Donor Relations Guru www.donorrelationsguru.com • Joyaux Associates www.simonejoyaux.com • “Intentional Stewardship, Bringing your donors to their

highest level of philanthropy”, Julia S Emlen • “Keep your donors, the guide to better communications

and stronger relationships”, Tom Ahern & Simone Joyaux • “Relationship Fundraising: a donor based approach to the

business of raising money”, Ken Burnett • “Building donor loyalty: the fundraiser’s guide to increasing

lifetime value:, Adrian Sargeant & Elaine Jay

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Thank you for listening and taking part, are their any questions or comments you’d like to make?