Nonprofit organisations Archives

17 May 2016

Stephen Mally and Enhance, Australia, Bequest, Best Practice, Charities, Confirm, Edit, Enhance, Nonprofit organisations, Response device

Best practice response form in nonprofit tax appeal

I wrote previously about my giving to conservation organisations, including Bush Heritage Australia (BHA) and The Wilderness Society (TWS). I have also written about best practices these conservation organisations follow in terms of response devices and confirm, edit and enhance. This week I received a tax appeal from TWS. The TWS response device spoke of best practice, yet again.

What makes this a best practice response device?

The response device is clear, clean and easy to read.
A question is featured to ask me if I wish to receive more information about the TWS bequest program.
My contact details are pre-populated on the form.
I was asked if my contact details are current.
The form features multiple calls to action. There are three, in total, including the bequest tick box, a petition, and an opportunity to make a gift.
TWS include vehicles to make my gift – post, phone and online.
Finally, the form includes an opt out mechanism.

TWS, and BHA previously, know how to make it easy for the donor to respond to calls to action and to assist the organisations to keep their data clean and correct. Charities across Australia might make a gift to both nonprofit organisations to get on their mailing list and to see live best practice samples for themselves.

6 Apr 2016

Stephen Mally Anniversary, Charitable organisation, Charity, Gifts in honour, Gifts in memory, Nonprofit, Nonprofit organisations, Tribute giving

Charity reminders for anniversary gifts in memory

A friend of mine passed away a year ago tomorrow. His family and friends have been dreading this one-year milestone. I can only imagine what his parents and sister are facing.

Not everyone remembers the exact date a relative, friend, colleague, or neighbour passed away. At the time of death, people send cards, flowers, gifts to charities in memory of, and perform other gestures to emphasise their condolences.

But, a year on and people typically forget.

I received a helpful Email this week and it triggered an idea of a possible technique we may wish to adopt in the nonprofit sector. The Email was from a florist I used to send flowers to the parents of my friend a year ago. It reminded me I sent the flowers, the date I sent the flowers, and what arrangement I sent. The Email served as a prompt to send them again.

The Email caused me to wonder why charitable organisations do not use this methodology to prompt supporters to give on the anniversary of the death of loved ones, friends and colleagues. Such a reminder would trigger follow up or further gifts on the anniversary of the death.

Does your nonprofit organisation send any sort of reminder on the anniversary of a tribute gift? If so, tell us the steps you take and about the success of the program.

5 Apr 2016

Stephen Mally Bequests, Charitable organisations, Charities, Community fundraising, Donations, face to face, Face to face solicitation, FundraisingForce, Mystery shopping, Nonprofit, Nonprofit organisations, secret shopping, Supporter services, Telephone enquiries

Non-profit mystery shopping – a must do

Mystery shopping is really not something your charitable organisation can ignore or decide to not action. Non-profit organisations must mystery shop.

Mystery shopping defined

Mystery shopping (or secret shopping) is the act by a nonprofit organisation to measure quality of service, compliance with a procedure, practice, or regulation, and/or to gather specific information about products and services. The secret shoppers’ identify and purpose are generally not known by the nonprofit organisation being evaluated – certainly not to the line staff under evaluation.

Mystery shoppers perform specific tasks such as making a donation, registering for community event fundraising, enquiring about leaving a bequest, asking questions, registering complaints, or behaving in a certain way. The shopper then provides detailed reports or feedback about their experiences to nonprofit management.

Examples of areas shopped

FundraisingForce have conducted mystery shopping studies for numerous nonprofit organisations across Asia-Pacific. These studies have helped organisations look at areas such as:

Bequests
Community fundraising
Donations
Face to face solicitation
Lottery
Supporter services
Telephone enquiries

Your organisation has two choices to action mystery shopping – you may choose a do it yourself approach or hire a consultant like FundraisingForce to secret shop your charitable organisation. Choosing to do it yourself will mean you need to identify the shopping areas to be studied and hire independent shoppers who will shop the scenarios identified. Hiring an independent firm further masks the identify of shoppers and also takes the work off of your shoulders.

Secret shoppers help you to praise and reinforce good behaviours. They also help you identify issues or gaps and to action plans to resolve the problems. Mystery shopping ought to be a routine evaluation tool used in your overall fundraising program and across your nonprofit organisation. Seeking more information on mystery shopping? Contact us for more details and to start mystery shopping.