NTEN Technology Leadership Series

1
Presented by John Kenyon
Session Four Mission Critical Databases,
akaConstituent Relationship Management
Author John Kenyon

• NTEN Technology Leadership Series

2
Mechanics

• Everyone is muted during session
• Set times for discussion
• For questions other times, use chat
• Using Chat - Database you currently use
• Using Polls - Database is meeting needs
• Technical Difficulties?Close and Re-enter
  Meeting [phone]

3
Responsibilities

• Respect
• Varied
• Levels
• of Experience
• Participate - Clarify, Question
• Think about Your Angle
• Share your Experiences and Ideas
• During Conversations
• Identify Yourself When Speaking
• One Person Speaking at a Time

4
Course Overview

• Systems Analysis
• Hardware, Software and Networks
• Technology Planning, Budgeting and Implementation
  
• Databases akaConstituent Relationship Management
  Systems
• The eNonprofit Effective Internet Presence
• The eNonprofit Online Engagement and Internet
  Services
• The Future Latest and Greatest NPO Tools

5
Session Agenda

• Session Overview
• Databases/CRM
• Identifying Key Information
• Database Types and Elements
• Common Uses and Challenges
• Ethical Security Concerns
• Guest Speaker - Robert Weiner
• Ten Nonprofit Tech Commandments
• Discussion
• Evaluation

6
Key Information

• Identify Information
• Identify Who Needs It
• Data Movement in the Organization
• Assessment - Existing vs. Ideal
• Desired Outputs/Outcomes
• Common Definitions
• Using Forms, Reports, Queries
• Automating Key Tasks

7

Database Types Elements

• Flat-file
• Relational Database
• One-to-Many
• Linking
• Elements - Data Definitions
• Binary
• Numeric
• Text
• Memo/Note
• Options lists
• Rights Management

8

Common Uses

• Client Services Reporting
• Constituent Relationship Mangement (CRM)
• Integration of Existing Data
• Common Definitions, Merging and Cleanup
• Operations HR, Communications, etc.
• Variables
• Build vs. Buy
• Internal vs. External

9
Common Challenges

• Organizational Culture
• Underestimation of Costs, Resources
• Not Understanding the Adoption Process
• Expecting Results Too Soon
• Perseverance

10
Ethical Security Concerns

• Use of Lists - One-time vs. Ongoing
• Mailings vs. Email Lists
• Permission - Opt-in vs. Opt-out
• Privacy Policies
• Confidentiality - Internal/External Mandates
• Levels of Access, Passwords
• Backup

11
Choosing A Database

• Guest Speaker

Robert Weiner President, Robert L. Weiner
Consulting robert_at_rlweiner.com
415.643.8955 www.rlweiner.com
12
What Well Cover

• Step 1 Needs Assessments
• Step 2 Identifying the Vendor Pool
• Step 3 Requests for Proposals (RFPs)
• Step 4 Scripted Demos
• Step 5 Usability Testing
• Step 6 Reference Checks

13
Step 1 Needs Assessment

• Approach needs from the users viewpoint
• Make sure you cover all areas data entry,
  direct mail, major gifts, online data,
  integration
• What works well now? What needs to change?
• If you dont know whats possible, see some demos
  for educational purposes. But try not to bond
  with a vendor too quickly

14
1 Needs Assessments

• What goals do you need to track?
• What reports do you need?
• Where do you see the organization in 5 years?
• Dont be afraid to think big, you can always
  remove requirements later Resource (Link in
  affinity group library) NPower Four Steps to
  Selecting Donor Management Software (Blank
  Functional Requirements Table and the Features
  Checklist)

15
1 What Your Database Should Tell You

• Who gave?
• How much, when, and and for what purpose?
• How much have they given this year? Ever?
  Largest gift?
• Who are your biggest donors? Most loyal donors?
• Whos interested in what (programs, events,
  advocacy)?
• Whos related to or knows whom?
• What was the last contact? Whats the next step?
• Who should we invite to this event? Ask for a
  larger gift this year? Get to know better?

16
Quick Exercise

• Name one critical feature an organization might
  be looking for -

Enter your thoughts into the chat box. One
minute!
17
1b Prioritize Your Needs

• You might not be able to find, afford, or even
  use everything youve thought of
• Convene a selection committee to rate each
  requirement from 0 - 10
• Mandatory deal-breaker - 10
• Really not needed - 1

18
1b Prioritization Example
19
Step 2 Identify Potential Vendors

• Ask similar organizations
• Ask on lists like TechSoup, CharityChannel,
  Information Systems Forum (links in library)
• Describe goals, needs, staffing, budget,
  database size, etc.
• Vendors must fit your culture, staffing, and
  budget, as well as meeting functional needs

20
Step 3 Request for Proposals

• If you cant easily identify a short list of
  vendors (or if youre required to), issue a
  Request for Proposals (RFP)
• The RFP should describe your goals and
  organization, your technology environment, your
  specific requirements, any constraints

21
3 RFP Details

• Be Specific
• Can your system handle donations in , and ?
  not Can it track gifts?
• Is your system compatible with SOAP? not Can
  it integrate with web sites?
• The complexity of your requirements determines
  the complexity of your RFP
• Anything you ask for you will have to read and
  score!

22
Step 4 Software Demonstrations

• Goal comparing apples to apples
• Use on-site demos when possible
• Either tell vendors which areas you need to see
  or use a script
• Demos must cover the most critical functions
  identified by your needs assessment

23
4 Software Demos

• Sample of a Demo Script
• Add a record for Barney Rubble, with a 25 gift.
• Add a separate record for Elizabeth McBricker,
  with a 10,000 multi-year pledge. Show how to
  manage a pledge schedule.
• Marry the two records, change Elizabeths name
  to Betty Rubble, and show joint giving.
• They divorce. Show the database process. Are
  both of them still major donors?
• Create a mailing list of donors over 500
  cumulatively since 2004, and have attended at
  least 1 event since 2004, and live in the 9 Bay
  Area counties.

24
4 Software Demos

• Make sure key stakeholders can attend
• Invite all interested staff
• Collect input from everyone
• Sample rating form

25
Step 5 Usability Testing

• Request access to a demo database
• Selection committee lists tasks and functions to
  test (e.g., lookups, data entry, membership
  tracking, imports, reporting, etc.)
• Request brief training sessions or access to web
  training materials
• Test and score each area
• Resource (link in library) System Usability
  Scale

26
Step 6 Reference Checks

• Talk to similar organizations
• Ask about issues that came up during usability
  testing
• Caveat try to distinguish client implementation
  management issues from vendor problems
• Optional visit client sites

27
Step 6 Reference Checks

• Sample Software Reference Questions
• How long did it take for you to go live?
• How many of your staff worked on the project?
• What assistance did the vendor provide?
• Did you use consultants or other 3rd parties?
• Were you happy with the training?
• What would you do differently next time?
• From Weiner, Robert Buying and Implementing a
  Development System www.rlweiner.com/case_handbook_
  chapter.pdf

28
Questions?

• Choosing A Database
• Step 1 Needs Assessments
• Step 2 Identifying the Vendor Pool
• Step 3 Requests for Proposals (RFPs)
• Step 4 Scripted Demos
• Step 5 Usability Testing
• Step 6 Reference Checks

29
10 Nonprofit Tech Commandments

• After people, Data is your Most Important
  Resource
• Your Results depend on your Investment in Data
  (staff time, planning, training, resources
  allocated)
• Define and Know your Data Needs and Uses
• Seek out Data and Keep it Flowing
• Define your Needs in Detail BEFORE tool
  selectionHave tools? Regularly review new tools

30
10 Nonprofit Tech Commandments

• Honestly Look at your Information Systems(Human,
  Data and Communication elements)
• Maintain Commitment of Board and Staff
• Have an Ongoing Conversation about Data
• Keep in Touch with other Organizations
• Knowledge eases Fear, Stay in the Know

31
Databases - Review

• Business Processes are the Key
• Identify Key Information, Outputs, Tasks
• Elements Uses
• Challenges
• Ethical Security Issues
• Choose Wisely
• Organization Must Recognize Importance of DATA

32
Reflection and Discussion

• Your Experience
• Organizational Capacity
• Working with Databases
• Business Processes
• Appropriate Solutions
• This makes me think about.

33
Evaluation Learning More

• Please Complete the Evaluation
• Visit Affinity Group Forum http//groups.nten.or
  g/
• Review Suggested Readings and Resources
• Share Insights, Ideas in the Affinity Group Forum

34
Thank you - Next Time

• The eNonprofit Effective Internet Presence
• In todays world, you dont exist without a web
  site and email, but that doesnt mean that you
  have to use the latest widgets and gizmos. In
  this session, well focus on the fundamentals of
  a web presence. Youll learn about the systems
  and elements of an effective web presence, and
  the strategies you can use to make smart
  decisions.