Social Responsibility and Reputation

A-business-man-speaking-in-front-of-stake-holders

Failing to live up to stakeholder expectations is a quick way to sink your reputation

Living up to stakeholder expectations is an important part of reputation management. Today, many stakeholders expect you to be socially responsible, but what does that mean to them, and what can you do about it?

Online research group Lab42 put out a great infographic explaining this concept, take a look:

Consumer perception Social responsibility

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For more resources, see the Free Management Library topic: Crisis Management
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[Jonathan Bernstein is president of Bernstein Crisis Management, Inc., an international crisis management consultancy, author of Manager’s Guide to Crisis Management and Keeping the Wolves at Bay – Media Training. Erik Bernstein is vice president for the firm, and also editor of its newsletter, Crisis Manager]

The Development Plan – Measuring Success

The Development Plan – Measuring Success

This time, calling it by it’s correct name !!

As previously noted in these postings, “Development” has its focus on the relationships between the organization and its constituents/donors that can result in contributed income, “Fundraising” focuses only on the dollars.

For a new nonprofit, immediate funding would probably be needed to ensure survival in the short term, but it’s quality relationships that result in consistent dollars over-the-long-term.

It must also be understood that Development Plans are constructed for specific sets of circumstances — there is no one-fits-all model.

Before the Development Plan comes the Strategic Plan … to determine priorities and where the organization wants to be by the end of this year, in two years, in three years … and for what programs/staff/equipment/overhead/etc. funding will be needed.

The development plan functions to help you keep in mind where the money came from last year, what you had to do to get it, and what you’re going to have to do to get that same money this year. Secondarily, the development plan looks at how to increase funding from former sources and generate new money from new sources.

At the end of the process of constructing a Development Plan, you have a fundraising goal for the year (or for whatever period you’re doing the planning), a goal that MUST reflect reality. It must represent what you know of the organization’s fundraising history and what you know about your prospective new donors.

That goal must be achievable, it cannot contain any element of wishful thinking. If the fundraising goal and the projected income from all other sources don’t add up to what the budget requires, it’s the budget that must be trimmed, not the fundraising goal that must be increased.

At the end of the year (or whatever period for which the development plan was constructed) you look at each element of the plan: what the goal was for each activity (direct mail, personal solicitation, special events, etc.); whether each of those goals were attained; what factors, if any, kept you from attaining each/any of the individual goals that comprised the overall goal; and, what you’d need to do to reach all of your funding goals next year.

The development plan for the period just concluded is the basis for constructing the plan for the next time period. The new plan is based on the realities learned/faced last time, and its goals must be attainable.

A fundraising goal cannot be set just because the Board and/or the ED says more money is needed. Board and/or ED insistence that the goal be higher (by a percentage or by a dollar figure), when the goal isn’t supported by history/reality, is a recipe for failure. And failure to achieve fundraising goals leads to a loss of confidence in the nonprofit and its leadership.

More on Goal Setting next week.

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Have a comment or a question about starting, evaluating
or expanding your fundraising program?

AskHank
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Have you heard about
The Fundraising Series of ebooks?

They’re easy to read, to the point, and inexpensive ($1.99-$4.99)
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If you’re reading this on-line, and would like to comment/expand on the above piece, or would just like to offer your thoughts on the subject of this posting, we encourage you to “Leave a Reply.” If you’re reading this as an email, and you want to comment on the above piece, email Comments to offer your thoughts. Your comments, with appropriate attribution, could be the basis of a new posting.

McAfee’s Cyber Threat Predictions

A-ransomeware-hackers-behind-and-sitting-infront-of-their-computer

What to watch for when it comes to cyber security

Cyber threats make up the fastest-growing set of crises we’ve seen over the past two years, and they show little sign of stopping. While some organizations are beefing up security and putting hack-related crisis management plans in place, too often it’s as a reaction to being hit, rather than a preventative measure.

McAfee shared the below infographic that highlights what their experts anticipate to be the biggest threats, aka the bare minimum you should be prepared to face:

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For more resources, see the Free Management Library topic: Crisis Management
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[Jonathan Bernstein is president of Bernstein Crisis Management, Inc., an international crisis management consultancy, author of Manager’s Guide to Crisis Management and Keeping the Wolves at Bay – Media Training. Erik Bernstein is vice president for the firm, and also editor of its newsletter, Crisis Manager]

– See more at: https://staging.management.org/blogs/crisis-management/2015/04/25/tech-issues-mar-target-launch/#sthash.FxQJVB3P.dpuf

 

Tech Issues Mar Target Launch

A-female-graphic-designer-complaining-of-technical-issues-to-her-superior

Crashed site raises ire of Twitter users trying to purchase items from new collection

Target’s refreshed its image and carved out a new niche for itself in today’s crowded market by collaborating with trendy designers to make it a cheap-chic destination. However, during the launch of its new Lilly Pulitzer collection, the retailer’s failure to predict online demand left many would-be customers feeling frustrated. Of course that meant heading to social media to vent, and Target took quite the beating on Twitter. NBC News’ Martha C. White reports:

Frustrated consumers complained on Twitter when the demand overwhelmed Target’s site and mobile shopping app, prompting comparisons to Target’s 2011 Missoni collection that crashed the store’s site for several hours.”It certainly gets them press,” said Bob Phibbs, CEO of the Retail Doctor, a consulting firm. “I don’t know how effective it is at building loyalty and repeat business.”

The technological issues that dogged the launch could have been prevented, said Forrester Research analyst Sucharita Mulpuru.

“This is not rocket science at this point,” she said. “We’ve had 20 years of e-commerce history where there are bursts in demand.” Other online retailers such as Amazon have managed to cope with surges in use, she pointed out, and Target should have expected that visits to its site would surge and done more to prevent the problems some users experienced.

It’s not particularly difficult to add more capacity to servers when there are signs pointing toward a surge in use. This leaves us with a few options. One, Target failed to predict the demand for a product line its focused quite a bit of effort on creating buzz over. This is possible, but if nobody in the room even mentioned the possibility we’d be awfully surprised. Two, execs didn’t want to spend the extra bucks. Again this is quite possible. After all, it can be hard to convince those holding the purse strings to shell out, especially when the increased server load is all but guaranteed to be temporary. Yet a third option is that the previous two were considered and the Target team figured a site overload would grab the attention of the media (which it obviously did because we, and many others, covered the story.)

If it’s one or two, it’s a pretty obvious mistake with immediate ramifications. If it’s number three, it’s probably given those behind the decision confidence in their decision, and they’re likely to do it again. Problem is, especially given how fast people are to outrage these days, a repeat “mistake” can quickly turn from a savvy PR maneuver into a reputation-damaging event.

Whatever the cause behind the troubles, Target should be careful to take a deep breath and think carefully about the possibilities before its next big launch.

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For more resources, see the Free Management Library topic: Crisis Management
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[Jonathan Bernstein is president of Bernstein Crisis Management, Inc., an international crisis management consultancy, author of Manager’s Guide to Crisis Management and Keeping the Wolves at Bay – Media Training. Erik Bernstein is vice president for the firm, and also editor of its newsletter, Crisis Manager]

– See more at: https://staging.management.org/blogs/crisis-management/2015/04/19/what-not-to-say-as-demonstrated-by-chip-wilson/#sthash.RXFgf7c7.dpuf

 

The Fundraising Plan: For a New Organization

Person coming up with a fundraising plan

As noted last week: (1) The fundraising plan addresses (where appropriate) mass solicitation (mail, email, telephone), individual solicitation (major gifts), foundation applications, corporate solicitation and special events; and, (2) A fundraising plan, more than anything, must be a reflection of reality.

In crafting a plan, “reality” derives from experience. For example, only if you’ve previously done direct mail can you project how much you will need to spend for that activity and how much you’re likely to raise from that activity in the coming year.

For a new nonprofit, without the experience to craft an actual plan, the “plan” will consist of a number of activities that will investigate various fundraising methodologies.

That “plan” might include the intent to research a number of foundations to determine which (type of) foundations would be likely to support the organization’s mission. It might include the intent to call and/or write (or have someone write) letters-of-inquiry (preliminary proposals) to a small number of foundations. It might even include the intent to identify the executives and board members of the identified foundations who live in the organization’s service area.

It might include the intent to compile lists of local and national corporations that serve your area and/or your constituency, then to research which of those corporations … and which of their executives … are active members of your community.

And, most importantly, it should include the intent to identify who the leaders are in your community … those people who sit on the boards of local corporations, who are board members of other nonprofits, and those who are major donors to other nonprofits. Those are the folks with the money, the people who are most likely to be able to make the major gifts you’ll need for long-term survival.

The “plan” might include the intent to talk with one-or-more fundraising/development consultants … with an eye toward identifying one with whom you’ll be comfortable working. You might even talk with a direct marketing firm about direct mail … how many pieces should be in a “test” mailing, how many test mailings should you do in a year, what would it cost….

If an organization wants to grow/survive, it must invest in the research that will (help them) identify likely (long-term) donors.

=-=-=-=-=-=-=-=-=-=-=-=-=-=
Have a comment or a question about starting, evaluating
or expanding your fundraising program?

AskHank
=-=-=-=-=-=-=-=-=-=-=-=-=-=
Have you heard about
The Fundraising Series of ebooks?

They’re easy to read, to the point, and inexpensive ($1.99-$4.99)
=-=-=-=-=-=-=-=-=-=-=-=-=-=

If you’re reading this on-line, and would like to comment/expand on the above piece, or would just like to offer your thoughts on the subject of this posting, we encourage you to “Leave a Reply.” If you’re reading this as an email, and you want to comment on the above piece, email Comments to offer your thoughts. Your comments, with appropriate attribution, could be the basis of a new posting.

Fiverr.com Services for $5 – REALLY??

online service transaction

 

Lisa Chapman - Business, Marketing and Social Media ConsultantCan You Actually Save Money and Get What You Want, Too?

Recently, my good friend and Public Relations pro Aileen Katcher posted a blog item on her website “Katcher In Their Eye” (get it?!) about a friend who had a bad experience with a Seller on Fiverr.com. Aileen’s conclusion was, essentially, “you get what you pay for”.

I certainly understand her point of view – regarding the gentleman who spent $5 for his logo on Fiverr.com, then wasn’t satisfied. He had a bad experience. In her PR business and throughout her distinguished PR career, Aileen Katcher has known an army of qualified designers who charge hundreds, even thousands of dollars for their time and considerable expertise. So, in her mind, how could anyone possibly deliver anything even near acceptable – for $5?

I’d love to share my excellent results with Fiverr.com designers and show how our readers can have good Fiverr experiences, too!

My Fiverr.com Experiences

I’ve saved at least $1,500 in the last year by using Fiverr Sellers for a number of marketing and graphic design services. The logo on my Business and Social Media Consulting website (and pictured above) was a Fiverr design. It’s exactly what I wanted. And the banners on my social media profiles were also Fiverr products – reconfigured from my logo. I got FOUR banners for $5!

Take a peak at my Fiverr custom social media banners:

Facebook

Google+

Twitter

LinkedIn

This look may not be what YOU want, but for me, I think they did a great job of delivering consistent branding, formatted for all my online platforms.

How to Screen Sellers on Fiverr.com

Here is the secret to getting what you want for $5. Fiverr.com offers a number of ways for the “Buyer” to screen “Sellers” and have a high degree of confidence that their experience and outcome will be great. That’s their business mission – great experiences!

Fiverr.com Tip #1: It appears that the man in Aileen’s blog post example did not choose a Fiverr Seller who offered unlimited revisions until the Buyer is satisfied. Don’t repeat this mistake, no matter how good they look. You might as well burn you $5 bill. Continue on …

Fiverr.com Tip #2: Each Fiverr Seller has a section at the bottom of their page where you can read customer reviews. Read ALL of them. How were they rated? Any problems and how were they resolved?

Fiverr.com Tip #3: How many customers has this Fiverr Seller serviced? Their page also shows total # of customers. Choose a seller with a LOT of satisfied customers.

Fiverr.com Tip #4: Each Seller’s page offers actual examples of the Seller’s work. Don’t expect a logo designer who shows samples of cartoon-ish, caricature-ish logos to produce something sleek and minimalistic. Not in their DNA.

Fiverr.com Tip #5: Does the Seller speak and understand English well? You may laugh, but I have had this experience. The Seller may be talented, but if he/she doesn’t understand nuances enough to satisfy your needs, you may not be satisfied. Read what they’ve written on their page with this in mind. Send them a message before you engage them and test their communication skills.

Fiverr.com Tip #6: YOU need to send the Seller as much detailed info as possible in order to get as close to your desired outcome as possible. Just like any OFFLINE seller.

How Can Fiverr Sellers Charge So Little?

The Sellers on Fiverr can charge this little primarily for two reasons: 1.) Many work in countries where $5 goes a lot farther than in the U.S. and 2.) the Sellers are very specific about what you get for $5, with more extensive add-ons costing “extra gigs”. Example: Many logo designers will deliver jpg and png files for $5, but if you want a full suite of editable file formats, they cost additional gigs – anywhere from $5 – $40. Just read their gig description carefully.

As you can tell, I’m a large fan of Fiverr.com and with savings of $1500 (or more) it’s worth it to me to spend a little extra time to screen the Sellers as I’ve described above. I hope this helps another entrepreneur to save their precious money!

If you finished reading this post, others will too, so take 5 seconds (!) to share on Facebook, Twitter or your favorite social scoop. Thanks!

Another Article about Fiverr That May Interest You:

How to Create a New Logo For Your Small Business or Professional Service

For more resources, see the Free Management Library topic: Marketing and Social Media.

.. _____ ..

ABOUT Lisa M. Chapman:

Lisa Chapman helps company leaders define, plan and achieve their goals – both online and offline. After 25+ years as an entrepreneur, she is now a business and marketing consultant, business planning consultant and social media consultant. Online, she works with clients to establish and enhance their brand, attract their Target Audience, engage them in meaningful social media conversations, and convert them into Buyers. You can reach her via email: Lisa (at) LisaChapman (dot) com. Her book, The WebPowered Entrepreneur – A Step-by-Step Guide is available at:

Tips For Creating Release Notes

an illustration of a man pen down a release note

Release Notes are often written to communicate software or product updates. They define what is new. Release Notes allow us to manage, announce, and activate any new hardware, software, application, product models or devices.

Release Notes include:

  • A history – state why this document was created.
  • Version # – state the version or control number and what original project it was a part of and other documents involved.
  • What requirements are needed – state application software, hardware, data, etc.
  • What is new – state all the new features. List a comparison to the old to make it clearer.
  • What was modified – state the reason behind the modification and state the new changes that were made. The product could have been too complicated to operate so steps were taken to make its function simpler.
  • What was removed – state what originally existed and why it was removed. It could be because the usage was no longer valid or out-or-date or something new was created to take its place.
  • What was added – state any new features or what was added to make the product better and more useful.
  • What was fixed – state what problems or errors were corrected and/or modified. List detailed information if required and what was needed and done to correct the problems.
  • What problems were not fixed – state if any existing problems were not corrected and the reasons why they were not taken care of. State a possible date for corrections to take place in the future.
  • New installations instructions – state how to install the new product or version of an application, model, device, etc. List instructions step-by-step to ensure accuracy and the reason behind each step if necessary.
  • Supporting features – state all other supplementary or beneficial features of the new version, from, for example, adding a new customer hot-line to easier functionality.
  • What has changed – state how the new version has been updated. List all changes, its benefits, and the reason behind it.
  • What has not changed – state any product features that were not updated and the reasons behind it. Reasons could be lack of time, information, resources, etc.
  • What to do – state what has to be done for the new version to take effect or to function.
  • What not to do – state what should not be done. This item should be red flagged to indicate damaging, unsafe, hazardous, etc. elements.
  • What should be displayed – apply Images (of new items or functions), figures (of new items), charts (of new items and benefits), grids for comparison and bulleted items. Bulleted items help to state details within explanations for easier viewing.

Release Notes are needed to provide information on what items were changed and how to operate and use the new or modified versions of a product. They help to maintain organization and to manage operations within any industry.

If you have created release notes and have more to add, please leave a comment. Thank you.

 

 

 

What Not to Say, As Demonstrated by Chip Wilson

A-young-man-giving-a-sign-of-silence-with-his-finger-on-his-lip

Sometimes crisis management means telling the bossman to stop talking

Chip Wilson made his fortune selling yoga pants at $100 a pop, but as we found out last year during the Lululemon sheer pants debacle was that while he had marketing savvy, he was pretty darn stupid regarding how to speak to stakeholders.

Wilson went into a semi-forced silence (according to him board members told him it was his “duty” to stop talking), but as his family launches a new business venture he’s stepping into the public eye once again. In February, Wilson spoke with NY Times reporter Amy Wallace, and dropped several quotes that made pretty darn clear why he was previously asked to zip it. Here’s a taste:

“I mean, how women can say these things about me given everything I’ve done to build the women’s company?”

and how about…

“I think that Lululemon was so successful because I was probably the only straight guy that was making women’s apparel, and I knew what a guy liked.”

Cringy, no?

It can be difficult to tell the boss he’s not the right person to speak for his organization, but failing to do so can set you on a course down an awfully slippery slope. Some people aren’t trainable – Wilson may be one of them!

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For more resources, see the Free Management Library topic: Crisis Management
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[Jonathan Bernstein is president of Bernstein Crisis Management, Inc., an international crisis management consultancy, author of Manager’s Guide to Crisis Management and Keeping the Wolves at Bay – Media Training. Erik Bernstein is vice president for the firm, and also editor of its newsletter, Crisis Manager]

– See more at: https://staging.management.org/blogs/crisis-management/?p=5807&preview=true#sthash.BAPrik6U.dpuf

The Fundraising Plan: An Introduction

The Fundraising Plan intro

This is one of the most important aspects of a successful Development program, but it’s a subject that needs a lot more attention than it gets.

An organization’s development/fundraising plan, once formulated, provides the map, the guidelines for doing what must be done to raise the funds an organization needs to operate/survive. Sticking with the “map” analogy for a moment, it shows you the route you must take to get to where you want/need to be … and where you want to end up.

A Fundraising Plan addresses what will need to be done in order to raise a dollar amount that has, through the above-described process, been deemed attainable.

Typically, an organization should be creating a “new” fundraising plan each year. As circumstances change, like the economy, as there are changes in a nonprofit’s leadership and/or staff, as new potential donors are identified and as more is learned about current donors, a fundraising plan must change, must adapt to any/all changes.

The first question that you should be asking is, “What is a fundraising plan?”

So, I’ll start by noting what a Fundraising Plan isn’t: A Fundraising Plan is not the equivalent of “Let’s Put On A Play,” or “Let’s have a Bake Sale.” A Fundraising Plan is not just a list of activities. It is not a wish list.

A fundraising plan, more than anything, must be a reflection of reality. It must be based on what you know … not on what you think you know or would like to be true, but on fact. A fundraising plan addresses all types of fundraising that your organization will be doing for the coming year. It includes mass solicitation (mail, email, telephone), individual solicitation (major gifts, planned gifts), foundation applications, corporate solicitation and special events (not fundraisers).

Usually, for a new/young organization, very little is “known.” You don’t know who the people/foundations/corporations are who would be likely to support you if they knew about your mission/purpose; and, you don’t know why potential donors would want to support you – and their reasons will rarely relate to how good you think your organization might be or how strongly you believe in your mission.

So, obviously, you must first learn who those people are and what would cause them to want to support you.

For a new nonprofit, the founders, their families, their friends, their families’ friends, and their friends’ friends are the most likely (prospective) donors. They will give because the people that are asking are people they care about … they will support those people … not necessarily the mission.

Please note:
1. We do not advocate the use of “fundraisers,” to the contrary,
    as those activities can’t be relied upon for ongoing/long-term support.

2. Better than two-thirds of funding for nonprofit organizations comes from
    large gifts from individual donors. If you’re looking for funding, you should
    look at where most funds come from !!

Next week’s posting will look at a Fundraising Plan for a New Organization.

=-=-=-=-=-=-=-=-=-=-=-=-=-=
Have a comment or a question about starting, evaluating
or expanding your fundraising program?

AskHank
=-=-=-=-=-=-=-=-=-=-=-=-=-=
Have you heard about
The Fundraising Series of ebooks?

They’re easy to read, to the point, and inexpensive ($1.99-$4.99)
=-=-=-=-=-=-=-=-=-=-=-=-=-=

If you’re reading this on-line, and would like to comment/expand on the above piece, or would just like to offer your thoughts on the subject of this posting, we encourage you to “Leave a Reply.” If you’re reading this as an email, and you want to comment on the above piece, email Comments to offer your thoughts. Your comments, with appropriate attribution, could be the basis of a new posting.

Know Your Audience: How Digital is the EU?

A-man-giving-a-presentation-to-fellow-colleagues-in-a-seminar

Connecting with your audience requires using the right tools for communication

Knowing how your audience is communicating and what tools they’re using is critical to crisis communications, making this infographic from the European Commission a must-see.

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For more resources, see the Free Management Library topic: Crisis Management
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[Jonathan Bernstein is president of Bernstein Crisis Management, Inc., an international crisis management consultancy, author of Manager’s Guide to Crisis Management and Keeping the Wolves at Bay – Media Training. Erik Bernstein is vice president for the firm, and also editor of its newsletter, Crisis Manager]