Data – should everyone be allowed to edit and enhance records?

A well-managed Customer Relationship Management (CRM) system is the backbone of any successful charity. It allows for effective donor management, streamlined processes, and data-driven decision-making. One critical question that arises when implementing a CRM system is whether everyone in the organisation should have the ability to add, edit, and delete constituent records.

I have often written about the need for everyone in the organisation should confirm, edit and enhance any record when it is in their possession. In this blog post, we will explore the pros and cons of granting such access and present a balanced view on the matter.

The Pros of Allowing Everyone to Add, Edit, and Delete Records

1. Real-Time Updates and Responsiveness: Allowing every team member to make changes ensures that the CRM stays up-to-date in real-time. It facilitates immediate updates on donor interactions, contributions, and any other relevant information, promoting faster response times to donor inquiries or issues.
2. Promoting a Collaborative Environment: Enabling staff members across various departments to contribute to the CRM fosters a collaborative organisational culture. It breaks down silos, encourages teamwork, and empowers employees to take ownership of data accuracy and completeness.
3. Enhancing Data Accuracy: When multiple eyes review records, errors and inconsistencies are more likely to be identified and corrected promptly. This can lead to improved accuracy and integrity, ultimately helping the organisation make better-informed decisions.
4. Reducing Administrative Burden: If updates and changes are limited to a few individuals or a specific department, it can create a bottleneck and increase the administrative burden. Allowing broader access distributes the workload, leading to increased efficiency.

The Cons of Allowing Everyone to Add, Edit, and Delete Records

1. Data Security and Privacy Concerns: Granting unrestricted access to the CRM system carries inherent data security and privacy risks. Not everyone in the organisation may have the necessary training or awareness to handle sensitive donor information responsibly.
2. Risk of Data Loss or Corruption: Allowing everyone to delete records can result in accidental data loss or corruption. An unintentional deletion of critical information could have severe consequences for donor relationships and fundraising efforts.
3. Maintaining Data Quality: With multiple individuals contributing to the CRM, maintaining consistent data quality becomes a challenge. Different data entry practices and standards may lead to inaccuracies or duplicate entries, undermining the CRM’s reliability.
4. Audit Trail Complexity: Allowing widespread access can make it difficult to track changes made to the CRM. An accurate audit trail is crucial for investigating data discrepancies or potential issues.

Finding a Middle Ground

Balancing the need for collaboration and data integrity, organisations can implement the following strategies:

1. Role-Based Access: Implement role-based access controls, granting appropriate permissions based on the user’s role and responsibilities. This ensures that only authorised personnel can make critical changes.
2. Training and Guidelines: Provide comprehensive training on data handling, security, and CRM best practices to all users. Establish clear guidelines on data entry standards and protocols.
3. Record Approval Process: Consider implementing a record approval process, where changes made by staff members require validation from a designated supervisor or data steward before they are finalised.
4. Regular Audits: Conduct regular audits to monitor data quality and track changes made within the CRM system. This helps identify potential issues and maintain data accuracy.

My suggestion – remove delete rights from all but system administrators and allow everyone to add, edit and enhance records. This reinforces the philosophy that everyone in the organisation must confirm, edit, and enhance records when in their possession.

While allowing everyone in the organisation to add, edit, and delete constituent records in the charity’s CRM offers several advantages in terms of collaboration and real-time updates, it also poses significant risks related to data security and integrity. Striking a balance between inclusivity and control through role-based access, training, approval processes, and regular audits can create a harmonious CRM environment that empowers teamwork while safeguarding sensitive data. Ultimately, thoughtful implementation and continuous monitoring will lead to a well-managed CRM system that enhances the organisation’s efficiency and effectiveness in fulfilling its mission.