Carl Vonderau: Storytelling, With An Award-Winning Crime Fiction Author
Carl Vonderau has made many mistakes in his professional writing—and he wants you to learn from them. His savvy advice includes: Use the senses; evoke emotion; get your readers and viewers to empathize; find the conflict and success; show transformation; and a lot more. You’ll find him at CarlVonderau.com.
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Welcome to Tony Martignetti Nonprofit Radio, big nonprofit ideas for the other 95%. I’m your aptly named host and the podfather of your favorite hebdominal podcast. Oh, I’m glad you’re with us. I’d be hit with methemoglobbumia if you took my breath away with the idea that you missed this week’s show. Here’s our associate producer, Kate, to tell us what’s coming. Hey Tony, this week it’s. Storytelling with an award-winning crime fiction author. Karl von derro has made many mistakes in his professional writing, and he wants you to learn from them. His savvy advice includes, use the senses, evoke emotion, get your readers and viewers to empathize, find the conflict and success, show transformation, and a lot more. You’ll find him at Karl von derro.com. On Tony’s take 2. Tales from the gym. Rob gets flirtatious. Here is storytelling with an award winning crime fiction author. It’s a pleasure to welcome to nonprofit radio, Karl von derro. Karl is an award-winning author of crime fiction. Inspired by his father’s commitment to their local YMCA, Carl began working with nonprofits. As he aged and got much better at storytelling, he helps other organizations be more successful using the lessons he’s learned from writing novels. You’ll find Carl and a storytelling primer you can get for free at Karl von derro.com. Welcome to nonprofit Radio, Carl. Thank you so much. Thank you so much. It’s, it’s gonna, it’s fun to be here. I’m glad, I’m glad you’re having fun already. We’re not even 2 minutes in. Outstanding. All right, so it’s all, I hope it’s not all downhill from here. Like now’s the fun, and then, and then it’s all a steep decline, uh, for the next 2 remaining 40 minutes. Try to have a, have a good novelistic ending, uplifting, right? Very good, yes. I do like to leave with some inspiration and empowerment, but the fun that’s the fund certainly can. I’m sure it will. I’m sure it will. Um, so we’re, you know, we’re here to get some storytelling advice from, uh, a master storyteller, uh, award winning fiction author. Tell us about your most recent book, Saving Miles. Sure, I write about crime, but I don’t just write about crime, I write about dysfunctional families who have to come together to survive crime. And so I’m really dealing very much with family, and in this book I’m dealing with a family with a very rebellious son. He’s uh having so many problems that they have to send him to a residential treatment center. And when he comes back he seems to be totally changed, uh, but in fact he sneaks off to Mexico and gets kidnapped. His father, a very successful banker, uh, and his wife who’s involved with a nonprofit, have to come together and get involved with money laundering in order to save him. So nothing like money laundering for a good family story. Saving, saving miles, M Y L E S. Miles is the son that uh that you’re talking about. All right. um, what, what brought you to the crime and family overlap, uh, genre? Yeah, I was always interested in crime fiction because, you know, I, I liked plot and but now I’ve gotten more deeply into character and I find that crime amplifies any problems in a family and you know I’ve got a family. I’ve been married for 40 years I’ve had a number of, you know, we’ve gone through a number of things and um I, I wanted to deal with that in this book. Uh 20 years ago we had to send our son to a residential treatment center. And um he came back and, and now he’s changed 20 years later, but I wanted to put some of that experience in the book. Now, like with nonprofits, you know, you have a lot of these stories, but you need to get permission from the people who the stories are about. So I got permission from him to use some of that material in the book itself. It and it helps me deal with character as well as getting deeper into what makes a family. Uh, not function and what makes it thrive. That’s why I do that kind of fiction. Are you working on something now, or saving miles is recent, so maybe you’re taking a break. No, I’m not. He’s not. No, no, here’s a saying in the, in the fiction world you get your whole life to write your first book and you get a year to write your second one. So, so there are a lot of pressures to keep writing. So I’ve got a book out that we’re trying to sell to publishers now. And then I’ve got another book I’m trying to complete. So, um, these, the, the first three books, I, I did another book before that, uh, my first book called Murderabilia about, um, about what happens to the son of a serial killer and how does he overcome that kind of stigma, uh, especially when he’s accused of the same crime, so. Is that the book that uh where you started learning your lessons? You, you, you’re, you’re pretty open about learning storytelling lessons. Yeah, that’s why we’re here, we’re here to learn from your, from your what you’ve learned, but what was it that first book Bderabilia? Yes, it was, you know, um, what I found is that I have, uh, really gotten to be a competent writer by being by going through a lot of failures and over and over again, and each one you learn a little bit and on that book, you know, I’ve been years I’ve been writing, I’ve written other books but nothing close to publishing and then I went to a writer’s conference. With Jacqueline Machard there and she wrote this book called The Deep End of the Ocean which was the first selection of Oprah when she first started doing books and she said, look, I will help you but I had to pay her, of course, but uh, so she helped me with a lot of the elements of a book, um, and you know what I find is if I, I’ll tell you the rest of the story because it’s not an easy story to, to become a published author. So you know I worked with her for a couple of years. She introduced me to her agent in New York, founded an agency. He liked the book and wanted to represent me so you know, I think, well, I’m gonna be a bestseller, you know, that’s what’s gonna happen. Well, he had his assistants read over each draft and it would take him 3 months to respond to what the objections they had and for me to try and fix it. After a year, he said. You know, I don’t really think I’m the right agent for you. So a year and didn’t submit it to any and here’s what else he had, he said. He said, I want you to know this is, I’m very serious about this, and in my 10 years as an agent, I’ve only done this 3 times. So, so is that supposed to cheer you up? Yeah, you’re at the bottom, you’re among the bottom of his 10 year career. Yeah, yeah. So, you know, so, so what do you do? Give up? Please tell me, first of all, please tell me the premise is, is, is wrong. You’re joking, right? This is a joke. No, don’t, you’re not serious about this. I’m at the bottom of your 10 year career. You know, I, I, I had a lot of responses I could have made, but I didn’t. I can think of a few colorful ones. So, so then I thought, well, you know, I gotta really learn how to pitch this book. And so I went to a course on how to pitch a book and I got it down to one sentence, you know, you elevator pitch for a book and every author needs this just like in a nonprofit that you’ve got to be able to tell somebody quickly. What you’re about, what your book’s about, and for an author, it’s a publisher so they can sell it to distributors and so I did that and then I went to this writer’s conference and these writers conferences, you know, you have all these wannabe writers like me standing around trying, hoping that the agents and the acquisitions editors will ask you a question. Please, please, please ask me a question. So this agent turns to me and she says, OK, describe your book in one sentence. I had it. I did it and you get this reaction which is like gold to a writer because she and this acquisition center said, oh. That’s all it was, but it’s gold. So she became my agent, and she’s still my agent. So then we had it, we found a publisher, which was a good publisher, um, a mid-level publisher. Two months after we signed the contract, uh, their parents said, well, we’re getting out of the mystery book business. So they still represented the book. What do you do then? Do you start over and try and find another publisher? We decided to stick with them for this book. OK, so the book was, you know, was good, it was getting good reviews. Uh, there was a conference in San Diego called the Left Coast Crime Conference where they had an award for best debut, and I was nominated for it. This book, Murderabilia. So I thought this is great, it’s in my hometown. I can sell this book, you know, I have a good chance of winning this. The conference starts and a day later it’s canceled because of COVID. So you know all these things are, you find that all the the spade work you’ve done sometimes pays benefits for you don’t for ways you don’t realize and so it was the the prize was the voting was done virtually and the book won the award and this agent who I still have was much better suited to me than the original agent was. So, what I found is, you know, it’s important to be a good writer, but more important than any of that, and I know all your nonprofit audience knows this, is the most important skill you have is being tenacious. And just keep going and keep learning. So that that’s my story about how I became a a published author. OK. OK. Well, we need, we need to go deeper on uh on storytelling and the arc of the story, and, but, uh, tenacity, yeah, you’re right, tenacity, I mean you, you turned down by funders, whether they’re individual or institutional all the time, you know, of course, every ask is not a yes, I’d love to, or even a oh. I love that, you know, so, uh, tenacity is important, tenacity in, uh, in building our teams, good people leave, we wish them well. We, we grin and bear it, uh, but we, you know, we have to keep building the team. The other thing is, listen. Because when people people turn you turn you down, sometimes they give you a nugget that will really help you in the next people you pitch. Well, it may, yes, and it may even help you with them because I’ve often said 6 no’s and you’re halfway to a yes. Right. So, you know, you may be able to come back to them with something a little modified or maybe when the timing is better. Now, the timing might be 2 years from now, which is not what you were hoping for, but, uh, you know, so, yes, you’re right, it may help you with a future solicitation or even a volunteer ask or something, but it could help you with that individual or that couple or that institution. As well in the, in the future. So, yeah, uh, absolutely listening, um, I guess I could have said I didn’t really, I wasn’t paying attention to what you said, but that’s, that’s so hackneyed, you know, what did you say? I, I didn’t, I didn’t catch it, you know, that, but that’s so old, you know, that, that I try to, I try to be a little more, uh, little more original than than that. So let’s, let’s, um. You know, I’m like, I feel like I’m, uh, like, uh, oh, captain, my captain. Uh, I’m in, I’m, I’m at the foot of the master. Award-winning storyteller of, of fiction, but we need to, we need to translate that to our nonfiction, nonprofit stories. Where captain, you know, where, where do we, what would you like, let’s start off like the first, yeah, think of first. Let’s start off with the basics here first, OK? So what you’ve got, you’ve got a lot of tools to use as a storyteller, but the basic thing you have to do is emotion. You’ve got to and the emotion, you as a storyteller, you can feel the emotion yourself, but that’s not important. The important thing is to get your listener to feel that emotion. And so, you know, how do you do that? That’s, that’s the key to all of this, um, you know, and you have personal stories, you have stories about your organization, you have stories about people that your organization’s helped, you have numbers, you have all these things that you can use, but when you go down to the basics of a story, you’re starting out with a conflict. Of something that happened to characters who are likable. So, um. The first thing is, you know, you can you can you describe who you are or who the narrator is, um, and you can say they were successful in everything. All they’ve done is successful, but that doesn’t reach a listener as much as starting from the bottom of how that you’ve had to fight out of something this something has happened that challenges that character challenges you as the as the narrator. So for instance, you as a nonprofit, you could say, you know, I wanna help kids or or I wanna help diabetes, but you could also say that, you know, I had a close friend or my father who had diabetes when they were young, and that motivated me to do, to do well, and I was always helping him. I became, you know, I, I went in, uh, I became a successful accountant, but what really touched my heart was going back to what it. Killed the closest my closest friend, my father. That kind of thing immediately um connects you with the listener or the reader, because it connects you with them emotionally. It also connects you with um curiosity, you’ve raised a question. You know, how did you do this? How did you use that experience? To to be successful. And by raising that question, you’re also promising that listener that you’re gonna give them an answer to it. Uh, yeah, and, and, and likable too you said a character, some something something bad has happened to a character that’s likable. How can we not like you, you know, your, your, your best friend was your father. And now you want to help others not lose their best friends. Yes. So I mean, you could say, you know, I went to Harvard, I graduated summa cum Laude. I was the top of my class. I was the first, I was the youngest partner at my law firm and every client I’ve helped, um, has been successful. I’ve been the leading money money getter in my company. You as a listener, what do you think about that? Do you like that person? Yeah, it sounds haughty, right? g bragging, insecure, um, and you think, do, do you want that person to help you? You kind of, maybe admire them, but part of you wants them to fail. But if a person is gone, if a person is gone from failure. To success, then that listener thinks, OK, I can identify with that. Everybody’s been afraid of failure or has failed, and they think, what lesson am I going to learn from you that might apply to me. And they also want an emotional payoff, which they may not even know, but they want to feel the emotion of that success at the end of your story. So these are kind of some of the the basics on it. And when you, when you look at it, you have that conflict, you have a plot, you know, as to what problem motivated that character, your organization or you as a person forward. What did you learn that helped you, and this is what your listeners is gonna take away and extrapolate from, and how did that transform you? Um, and this is, you know, what a story has to has to tell. Um, here’s, here’s the story. Mark Benioff, Benioff of, uh, Salesforce, yeah, he, um, you know, he was like the youngest executive in Salesforce. He went to Harvard. He was programming at 15. You know, uh, he, he could start off with all of that when he introduces himself, but the way I read he introduced himself was the thing that really punched me in the gut. It was when my mentor fired me. From a company he had invested $2 million in and took away my shares. That was led to my growth. So Hits you emotionally, raises a question. And he’s gonna give you the answer. And your listener will, will, will wait for that answer. They want that answer, you know, uh, and you better deliver it. You talked about uh telling 1st, 1st person stories, but we’re gonna be writing about. People or animals or a forest. Uh, uh, that, that was, you know, it might not even right, so it may very well may not even be human, may not even, well, it’s certainly, it’s living, but not, not in human form. How, how does your advice translate to, to writing in 2nd, 2nd or third person? Well, you still have the point of view of that person and, and that is the way that person looks at the world, the way they talk, and so you can, you can identify and you can sympathize with that point of view when you talk about that person. Like me, I, I talked about Mark Benioff. He isn’t, I’m not him. When you’re talking about the forest, you know, the work that they do, um, I like to get it on a human level, so you know what is, what has your progress done to for people? How, how has that helped people and specifically how it’s helped people? I don’t know, does that answer your question? Yeah, it starts to get to, or even if it’s a forest, even, I mean, the forest is living and presumably the people we’re writing about care about the we’re writing to, care about the living forest, so the forest has life in it. It has insects, it has plants, it has animals, it has rodents, it has predators and prey. Uh, yeah, OK, um, animals in your audience again, you know, I mean, if your audience is very much back to nature, they love the beauty of the forest, they love, you know, all the animals, etc. that’s what you want to concentrate on. But if your audience is about helping people, then it’s got to be about how the forest helps people. OK. Uh, so let’s dive in a little, a little deeper on some of these. So the, the conflict, something, something that’s happened. Or is going to happen to to someone who’s likable? Can you say more about setting up setting up the conflict? Yeah, yeah. OK, so, um. Robert McKee, who is is like the guru of scriptwriting in Hollywood. He says basically a story starts out with balance, something knocks it off balance, you know, changes everything. The hero then takes it on him or herself to solve that problem, uh, is transformed and then rescues the castle, whatever. So, conflict has to be something that changes everything. Um, it can be internal, like that person, uh, has anger issues or can’t see the forest for the trees. It can be an organizational problem where they have the wrong philosophy. It can be a leadership problem, where people aren’t getting along with the leader, um, it can be an external conflict. And interestingly, um, I think you were in the Air Force, so one of the um one of the uh principles in the Air Force is that um there’s nothing like a good enemy to make a good plane. And so, um, the idea that your enemy because of you’ve had to compete with them has taught you what it is to be successful. I think that’s something that a lot of people miss out on in their stories, um, a a good enemy. The enemy could be the, maybe it’s the illness that we’re fighting the disease or the illness. It could be, it could be animal uh animal abandonment. Could be the donors you’re approaching. You’re approaching it the wrong way. Could be your messaging, you’re doing the wrong messaging. Could be because you’re not distinguishing yourself enough from all the other nonprofits, right? That you don’t have a distinct enough message. It could be because you’re not being likable, you know, or I, you’re, you’re just not, you’re not, um, reaching people. The number can be a lot of things, the enemy. When we’re writing, it’s OK to write informally, right? And, and also I, I just wanna make sure we’re, we’re, uh, we’re, I want to make sure that listeners know that we’re, we’re conscious that they’re not, uh, writing novels, they’re writing like 250 to 300 words, maybe a newsletter article, could even be just 50 words for a sidebar or something. So they’ve got to condense. Your advice into somewhere between 50 and 300 words. 300 words is even is even long these days, but let’s let’s say at a narrow outer limit of an insider newsletter where people are actually reading your 300 words, whether it’s print or digital, um, so we, we’ve got to condense this down, we don’t have the. Well, I, I would say the luxury, you might say the challenge of writing 55 or 60,000 words. So where, what was my point? What was the point of that? What do you do when you, when you’re limited by the length? Yeah, you know, there’s something called flash fiction where people do this and people write short stories, but we’re we’re even shorter than you. The short story. We’re writing a blog post or a newsletter article or sidebar, right, but it’s still got, it’s, it’s like a scene in a way, in a book because a scene has to have a beginning, a middle, middle and an end. There’s got to be a change in the scene. There’s got to be a point of view in the scene. Um, there’s gotta be a voice in the scene. Who, who’s telling this story, what, um, uh, what’s distinct about that voice. So, you know, when you’re telling a story in 300 words about one of your clients or someone that your nonprofit has helped. Um, What was the issue? What was the key aspect that changed this person? How did they show that how they were changed and how does it apply to you as as well as others, and you can do it in 300 words. Um, you just have to be very, you have to pick out, uh, only the right details and the and uh the right things to describe. Does that make sense? That becomes the challenge, yeah, because we we wanna stuff so much in because our work is so important we want readers to know the detail you gotta know the details of what we did and then it becomes focused on us in our us and our nonprofit and our work instead of focused on the. The person or the animal or the forest that we helped that that’s where the focus should be, right? Not on, not on how good we are and how successful we were we’re, we’re obviously part of the story because we’re the change agent, but, but don’t focus it on yourself and your work. Right, right, and you can, and we wanna stuff it with detail because we want everybody to know how much we do for every single. Tree But the reader or the listener, they, they can’t absorb all that detail. What they want is one detail that sticks with them, right? And so, you know, one tree, you just what tree can you describe in one sentence that illustrates the problem. And this is the problem we want to solve, and how did that tree change? If you can do that, it’s great. Um, oh, it, it, it kind of gets into what objects are, you know, um, uh, one thing that isn’t used a lot in stories is objects, and objects really can communicate a lot about change in character. Like what? What do you mean? But like, like, so, well, just, you know, for tree we could substitute, it was an animal or it was, it was a person, or you. Uh, that was a diabetic. It was a person with, um, with a, with a carcinoma, you know, what, so we’re substituting, but, but flesh out what you were saying about, uh, here’s a, here’s the objects. Here’s a, here’s a real story, OK, from 9/11 and a woman whose husband worked in one of the towers and it was her birthday on September 11th. Um, he went to the tower and she never saw him again. Several weeks later. Um, the people had uncovered the rubble and they uncovered his car, but they didn’t want to open his car without her there because she was his wife, and it was a matter of, you know, of respect. So they opened the trunk, and inside the trunk, they found a wrapped birthday gift, a birthday card, and one rose. Do you need to say any more? Mm mm. Yeah. So those are the kinds of details you’re looking for. I mean, Joan Didion had a detail where um the objects convey love. Yeah, yeah, very much, very much, you know, you can find it uh in uh Little Women, um, Mr. Lawrence has a piano that he loans to Beth, but it’s, and he’s cold and Beth is sensitive and it gives you something about Mr. Lawrence, and then he gives the piano to her and then you find out his dead daughter played that piano. I mean. Look how that illustrates love or Joan Didion talked about um uh in one of her, her fiction pieces in Latin America to describe the hotel, she said she went year after year and the postcards never changed. You don’t have to say anything about the furnishings or the places, yeah, you just know it conveys, all right, all right, so be savvy about the use of objects. Um, go ahead. I want you to continue and people like contradiction, um, you know, the, the, the, the tree was beautiful, but its roots were rotting, you know. So why that raises a question. And what did you do to solve that question? And what one thing? Um, was the key to solving that question, what one change. That’s very good. Did you just think of that or do you use that all the time, and the root rotting roots that’s why you’re a fiction. Yeah. Yeah. The the the animal looked, uh, you know, the, the, the, the kitten looked, the, the kitten was purring, but her paws were bloody. Yes, well, from abandonment because she had, she hadn’t been cared for and right, but what? Yeah. Here’s another example from John le Carre. OK, so you can inform people or you can connect with people, right? And, and I think, um, uh, Lynn Bohart, I listened to his, he talked about this too. So here’s the informational the cat sat on the mat. And here’s connecting the cats, here’s a story, the cat sat on the dog’s mat. Uh, there’s a, there’s a conflict. Yeah, yeah. It’s time for Tony’s Take two. Thank you, Kate. There was something today, this very day in the gym, and it was, it was kind of cute. It was sweet and cute. Um, our friend Rob, you’ll remember he’s the uh former Marine, Semper Fi. Um, works out in the gym. I see him all the time, many times a week. And just as I was getting, getting uh set up on the elliptical, I was just getting started, like I was in my first minute or so early, and that’s the first thing I do in the gym is the elliptical. So I just got in there. Um, and he’s chatting with a woman whose name I don’t know yet. We, we, we, we’ll uncover it eventually. They all, they all get identified or identify themselves, uh, eventually. So he says, there’s a problem with my phone. It doesn’t have your number in it. I thought, oh that’s kind of hokey. I don’t know. I don’t know. It’s just, I mean, we’re adults here. I don’t know. It was, it was kind of sweet in the same way, like, it was a little bit like he was embarrassed, you know, like I was like a teenager, an adolescent. There’s a problem with my phone, it doesn’t have your number. So, and then he, and then he jumps right on, you know, he’s kind of, and then he starts to backpedal a little bit. Uh, is it inappropriate if I ask you for your number? Yeah, it’s like, you know, it reminded me of uh being in the 8th grade and I asked Michelle Bernardi to go to a movie and then I said, no, but you know, you’re probably very busy. And, and we, we never ended up going to the movie. Um. So, so she said, so she says, no, it’s, no, it’s only inappropriate if you ask inappropriately. So I thought that was just kind of a sweet. like adolescent type exchange. I don’t know, you know, the guy’s a former Marine, um, simplify. So, so, uh, she gave him, uh, she gave him. Her number. And then later on this morning, Rob. Semperify was also then he then he was talking uh chatting up uh another woman. Um, and she was talking about her cooking, and she had, she had some fresh homemade sourdough bread in her car for, for some reason. I didn’t catch why she’s driving around with sourdough bread in her car. Uh, maybe she’s got to make a delivery to the food pantry or something. I don’t know, but, and, you know, he’s going on and, you know, like flirting like, oh, I bet your cooking is really good and You know, so she ends up going to the car to get him a loaf of this, the homemade sourdough bread. So he walks out with this loaf of sourdough bread. So now, then he’s asking, well, what, you know, what kind of wine do you like? I have a lot of wine at my house. And she said, uh, Reds and Pinot Noir, this, this woman drinks uh Pinot Noir. By the way, her, uh, her birthday is October 26th, I learned. We’ll get her name later, as I said, you know, and eventually we’ll come. Uh, Rob’s birthday is October 24th, so they have a birthday within two days of each other, both Scorpios, they made that point. And, uh, and then at the end, you know, so then he’s, so he’s got his bread now, and then they continue working out. And then he’s, as he’s on his way out, he says, uh, to the bread lady, uh, I’m going for a, for a coffee, uh, if you’re not busy, you know, like, you know, but he doesn’t really say, do you want to come with me and say, if you’re not busy, so again, you know, like, Soft, very soft ask, very soft teen, teenage ask. And she said, uh no, I, I, I, and then she hesitated a little bit. I wasn’t sure if she was telling the truth. No, no, uh, I, I, I have to get my hair cut at 11. I don’t know. It sounded, it sounded weak. I, I don’t know. Maybe, maybe she was being truthful, I’m not sure, but, and then, you know, that, and then that was it. Uh, so, but Rob getting a little flirtatious, uh, coming on to the ladies a little bit at the gym. Uh, when I, when I find their two names, uh, they, they both are frequent attendees at the gym. Uh, I’ll certainly report their names, I’ll let you know, but, uh, you know, it was, it’s kind of cute, but a little tragic also, poor Rob. Simplify That’s Tony’s take too. Kate. No, he sounds so charming. I think, I think the younger generation would say, uh, like he’s got a lot of riz, like charisma. Oh, really? Really? I, I don’t know. OK, uh, that’s interesting. Riz, he’s got Riz. I never heard that, of course, because, uh, you know, he’s got a lot of Riz. I, I don’t know, it didn’t come across to me as Riz. It kind of came across as a little, little sad and tragic, but, but, but cute also, but still, you know, the guy’s 45 or 50, I mean. You know, we’re too late. I know, but uh there’s a problem with my phone, you know, come on. That’s a little sad, I think. Well, that’s that’s Rob. That’s Rob. I’ve lost my phone number. Is that what he said I’ve lost my phone number. Can I? No, he said there’s a problem with my phone. It doesn’t have your number. OK, he’s he’s trying. I think that’s cute. It’s cute is the way I see it, yeah, I’m not sure about charisma, but riz Riz, I have, I have to try to use riz in a sentence now, but nobody I talked to will know what it means. They’ll say, what? What do you mean? Cause nobody I nobody I talked to is gonna know riz. I better not. I’m a baby boom boomers trying to talk like Gen Z. It’s embarrassing. It’s embarrassing. I, I think I’ve never done, I, you know, I think about it sometimes when I’m writing a LinkedIn post, like, I’ll try to use something colloquial. I can’t, I can’t think of an example right now, but I, if I type it, I delete it. Uh, now, it’s, it’s, I’m a baby boomer. I’m stuck with that. I’m not gonna try to be, uh, a Gen Z or, or even millennial, you know, just. Use my language that it’s embarrassing. It’s like, it’s like, uh, it’s like an old guy who can’t get out of his sports car, you know, like you got, you know, it’s humiliating. So, don’t try to be something you’re not. Just, you’re a baby boomer, just stick there. That’s it. Like, stay in your lane like I would say we would say stay in your lane, stay in your lane. Well, we’ve got book who but loads more time. Here’s the rest of storytelling with an award winning crime fiction author with Karl von derro. Formality, I think a lot of people think, I don’t think this is unique to nonprofits, but That’s where all our listeners are, that you have to be formal, you know, there’s a maybe we learned it in uh elementary school, English composition class or something, uh, you know, that. There there’s a, there’s a formality. We have to write a certain way and not write the way people talk. I, I, but I, maybe, maybe that was, maybe that was right. 50 years ago or so when I was in high school, but I don’t think it’s true anymore. Do you, do you agree that writing has, is, we can write the way people talk and that, and that’s OK. Absolutely, absolutely, and Mark Twain did it, right? You write the way people talk, and that’s what because uh people believe you, they, they think, you know, you’re not doing something staged, you’re not talking from a PowerPoint presentation. Um, it’s your voice. Are you humorous or you not humorous? Um, uh, do you like to describe things a lot? Do you like to use numbers? Do you not like to use numbers? Now, this is your voice, and this is who you are, and that’s and if you don’t use who you are, then the people won’t think you’re credible, um, cause they can tell. They can tell when you’ve memorized a pitch, you know, um, and here’s something else. Oscar Wilde said, be yourself, everyone else is taken. Yeah, I’ve heard that. Yeah, yeah. So that’s you’ve, and that’s what appeals to people and part of being yourself is being vulnerable enough to tell, you know, what problems you’ve had and how you’ve overcome them. It’s not all a good story. Yeah, say more about the vulnerability. I, I admire that, you know, some. There there’s a strain of thought that to be vulnerable is a sign of weakness. I think it’s exactly the opposite. I think if you’re vulnerable, it’s a sign that you’re strong and confident and, and able to open up and, and explain, share your vulnerability, explain what what went wrong, what you did wrong, how you failed, how you let someone down, etc. whatever, whatever it might be, how you let yourself down, but. Say, say more about the, the, the empathy that comes with vulnerability. Right, right. Well, when you tell someone how you failed, they know you’re being true. You wouldn’t lie about that, you know, so they immediately trust you. And they felt the same way, probably at one time or anothers. Plus you’ve raised a question, because they know you’re gonna tell about how you, how you became successful afterwards. So you’ve raised a question, how did you do that? What lesson am I gonna learn from that, from this guy who’s just like me. And how can I apply that my own in my own life, you know, or in my own nonprofit. So when you say, you know, you, uh, you, OK, so here’s another story from a a reason to survive, which was arts, and they’re here in San Diego, and they would do, um, art therapy for kids in high school, so they could discover who they were and they have the confidence, you know, to be successful people. So they had all these programs that were in buildings that they owned with art and theater and performance, and then COVID hit. So you can talk about that, you know, I mean we were gonna go, you could say we were gonna go bankrupt because of all of this, you know what do we do? It all depends on kids coming in to see us and personally in front of us. So what did they do? They changed it into a virtual program and they sent out arts kits to all these kids that they could do at home and take virtual classes and they actually expanded their business. So you start from vulnerable, you know, we had the totally wrong, uh, wrong strategy and how we made it into the right strategy. Um, you could talk about, you can be personal too. I worked 7 days a week, 12 hours a day. I, um, I didn’t, I couldn’t talk with my wife. I was gonna have a heart attack. Um, I was, uh, you know, I was hyperventilating, um, I was yelling at my kids, um, and then I realized I had the wrong personal strategy about how to make a business successful. Mm You know, you and that personal side of it connects right away. You can do it about how um how you started out, and, and this is this is something else when when um to reach somebody emotionally. You can start about how bad things were, but you can also use some writer elements in it, in terms of, uh, when you, when you label an emotion. It loses its power. So when you describe it, what happens then it gains power, and how do you do you can do that through the senses for one thing, um, and most people use sight entirely too much, um, there are the other senses you can use as well in in making the listener feel your story. When uh so somebody described in my in my primer, they said when. Let’s see, when we first started out, um, the only clients we had were, uh, insects. We were in the basement of a building. The floors were slanted, it flooded. The only uh clients we had were insects and rats. We, we maxed out our credit cards, you know, you’re getting a feel for. You could even do it farther by saying, well, it smelled musty, it was so cold in the winter, we all, we, we grassed our cups of coffee to get warmer, you know, you could, um, say, um, the, the loneliest sound in the world was there was no telephone ringing. So you’re using all these senses to describe how bad the situation was without ever labeling it. And that’s something you can do as well. I probably got a little bit off the track of what you asked me. I can’t remember. That’s all right. I will go back to some, no, it’s valuable. I mean this is all, it all translates, you know, it’s just we’re, we’re, it translates to our work. Um, The um It’s interesting that you, you pronounce the word uh primer. I I learned it as primer. It’s a primer. You didn’t learn it as primer? No. I don’t know. I’ve got it wrong. I’ve always you know, in prime prime numbers, so you think primer, yeah, prime. I don’t know, we’ll have to check, uh maybe it’s, it’s both. Um, I may be wrong. I don’t think I am. See, you’re more, you’re more willing to be vulnerable than I am. It’s always been primary in my life. How can I say I might be wrong? I can myself up that way. It’s gonna I can’t do. I am a writer and I don’t even know how to pronounce something. I’ll never be a successful writer. No, I, I may be wrong, but maybe it’s both. The evolves. That’s one thing that I’ve learned at 63, I’ve learned language evolves. Uh, words that used to mean one thing now mean the complete opposite sometimes, like something was, was hot or cool, and you know, now it’s it, things have language has evolved, so it could very well be. Primer is just as bona fide as primer. OK. And one could be English and one could be American. I don’t know. Yeah. What’s in, I’ll even, uh, I’ll I’ll I’ll even be generous. Uh, tell us what’s in your primer at uh Karl von derro.com. Oh, OK. Well, it’s, it’s about 40 pages long. And it’s all about the elements of how to tell a story, and it’s, you know, written in one page summaries of each element of how to tell a story, and there are examples from other people and throughout. So you can see how someone is actually used this, um, you know, one of them is like, do you lose credibility by admitting weakness? So how do we set up a story? What should we know about the hero’s journey? Um, what about sidekicks, you know, and these are all the elements in the story, um, the nitty gritty inside story description, which we’ve been talking about. It’s not everything you described, but the one thing that that illuminates everything. Let’s amplify one of those, so, so tell us more about sidekicks. Yeah, yeah, Sidekicks is something we all could use a little bit more of, you know, um. Here, here’s an example, um, in the Cheetos, uh, they had this, um, Cheetos hot Hot Cheetos from Frito-Lay. OK, so how did that originate? Um, and here’s, that’s another technique of storytelling, you’re telling where you’re gonna end up and then how do we get there. Um, so the uh CEO of Frito-Lay said, look, uh, we’re all gonna be CEOs of the company. And all of you were open to all your suggestions. So there was a janitor there who was Hispanic, and he went in to buy some Fritos, and he took it home and he put on his, his own seasoning into these Fritos, and he said, you know, it’s much better this way, and the company never has thought of this. So here’s something else you have to have as a nonprofit or anyone. You what we call it the protagonist in the story is they seize the sword, they take the sword to do battle, right? And he called up the CEO and said, I want to make a presentation to your board. So he went, they, they were open-minded, and they went in and he showed them the sample of what he had done and became one of the most successful brands in the company’s history, and the CEO said, It’s time for you to put down your mop. So, you know, stories like stories like that. So he was a sidekick and the CEO was not afraid to emphasize how the sidekicks saved the company. You know, in stories, sidekicks are often doing all the wrong things, but they almost always come up with one key, um, one key inspiration that saves everybody. So When you tell about how a sidekick in your organization really helped you solve something. You’re validating them, you’re elevating them, you’re establishing your own uh bo bona fides as as a leader. And you’re inspiring people to, you know, um. Wanna wanna wanna be told the next story, wanna be the character in the next story. So I think it’s underused. That example that you just cited, uh, is, I think is very instructive that occasional stories about your own work. Yeah, you know, they can’t dominate your feed or, you know, but, but occasional like insider stories. I think, I think that that lets the let’s the donors, potential donors, the volunteers, the potential volunteers, other whatever other stakeholders you might have, maybe even some of the people who work for work who you work for, the beneficiaries that you’re working for, let’s people inside a little that that goes back to the vulnerability, right, a vulnerability, um. Set some emotion, but you know, occasional, you know, I, we don’t, we don’t want to dismiss it as as navel gazing or you know, nobody’s gonna be interested, nobody’s gonna be interested in the, the way the sausage is made. That’s another way of writing off the, the insider story. But I think an occasional insider story. Again, makes you vulnerable and, and lets people in to your work. Yes, absolutely, absolutely. And we’re all sidekicks, and we all maybe go from sidekick to leader, you know, and then we, then we mentor our own sidekicks, other people’s sidekicks, who are gonna continue the mission of the organization and, and they’re gonna take it in ways that you never dreamed of. That’s what you want. Um, here’s another story of, of like a a sidekick. Um, there was a kid here in San Diego who, um, he was poor, he wanted to go to college, he didn’t have a lot of money. He went, he worked at Burger King, um, and after graduation, he was in his gown, he went to the Burger King, where they all, all his friends were working, and he saw it was really crowded. So he got behind the counter in his gown. And uh he started serving people and one person came there. And she was so impressed with how courteous he was and how willing he was to help that she started a GoFundMe account for him. It, it got $180,000 and this kid’s college education is taken care of now. Who was the sidekick there? I’m not really sure, but she was kind of, and they were both but he was kind of, and they both were leaders at the same time. Yeah, he was a sidekick to his friends. That’s what brought him in and then he jumped on the other side of the counter and she became his sidekick. And uh and he hopefully we will become a leader, you know, well, he was a leader because he, uh, how many kids would go in their gown and help at Burger King? I mean, that’s real leadership. Yeah, yeah. Yeah. Uh, uh, leave us with, uh, something else, uh, something we haven’t talked about or something you want to go deeper and, you know, again, our, our listeners are all in small and mid-size nonprofits. Writing 50 to 300 words. What else, what else would you like to share that, uh, we, we haven’t, we haven’t covered or covered? Yeah, OK, so I think um knowing your audience, we haven’t talked about. So as a novelist, what’s your genre? Who’s your audience? Who are your readers? It’s not what do you write about? Who are your readers? And when you tell a story and you go to a donor, who’s that audience? And what are they interested in? Um, Abraham Lincoln had a famous quote, If I had an hour to cut down a tree, I’d spend the 1st 45 minutes sharpening my ax. you know, so all that preparation is really important. Um, what does that person stand for? What are they involved in, um, what of your stories are going to reach that, that person, um, what, figure out the five questions you wanna ask that person before you even get in there, um, and then you have a, you have a, you have some stories. You maybe have 5 stories that you’re not, you think they might apply, but you’re not sure until you get that acknowledgment from that person as to what they’re really interested in and what they’re passionate about because that’s where you’re gonna connect emotionally and then tell that story and how it connects to their passion. Then it gets you into something else we haven’t talked about, which is the ask. Um, I think a lot of nonprofits are really good at storytelling, they’re not so good at the ask, they’re not so good at using numbers, but. How do you then transition from the story into the ask, you know, and it’s all about we and us, um, making that transition. So, you know, uh, for the kid in Burger King, um. We want to help teenagers like him become a hero like he was, and we we’re looking for people that can invest with us in doing that and we uh we think you might you might really be uh a good investor in that. So you go from we to invest, we’re not asking for money, we’re asking for investment, and you are now part of the story because, and then you get to the bigger message that we’re gonna change San Diego that way, you know, some kind of bigger message to the story. Um, if you want to in part in my book, um. If you want to see somebody that really knows how to tell a story well, um, there was a TED Talk by David Miliband, who um is in, was in charge of the um refugee organization, and it’s an 18 minute TED Talk. And you will see how he uses personal, how he uses other people’s stories, how he uses facts, statistics, how he use messaging, how he uses bigger message, how he transforms it into a, I’m telling you to it’s us together and how it’s important to you as a person. It’s all in 18 minutes. It’s really good. David Miliband. Yeah, yeah. OK, um, you know the name of his TED Talk? Uh Uh, it’s refugee status. Let’s see. Well, here I got it right here. I’m sorry to. Um, International rescue Committee is in charge of, and it’s the refugee crisis is a test is a test of our character. OK, well, and IRC is a charity itself. International Rescue Committee. All right. Yes, yes. All right. Well, we will, uh, we can check out David. And uh we can check out your primer. See how generous I am saying I said primer. I said primer twice. When I, when I know it’s dead wrong. No, no, yeah, maybe it’s uh Premier Fosse. We’re gonna look it up and uh they’ll know who’s right. It might be both, but I’ll, I’ll, I’ll be so generous as to say it a third time. We can check out your primer. At Karl von derro.com. You can check out your, your latest novel, Saving Miles, Miles by Carl Vonnro. Yes, and, and on the website, go to the newsletter and it would you have to subscribe to the newsletter supposedly to get the primer, but it’s right at the bottom there. You can download it. OK, we just, you just gave us the pro tip. We, we don’t, but we to join your join, join Carl’s join Carl’s newsletter, uh, join his email list, join the list because then you’ll know about the new, the next book that’s coming out, um. And I do every, every, every one I do um a description of a um a financial scam that’s happened somewhere and I haven’t done one on a nonprofit. I think that would be really interesting. All right, let’s not, right, sometimes the financial scams get too much public press, too too much mass media, and then people think, uh, I don’t, I don’t think that’s a good idea, Carl, because nonprofits are under such pressure now. How about doing an uplifting, do an uplifting nonprofit story, because Congress and led by Marjorie Taylor Green is so they’re so nonprofits and scams and, and Elon Musk called us uh uh a Ponzi scheme. Don’t, don’t do a negative story. Do, do, do financial crimes on Wall Street. Do an uplifting nonprofit story, please. All right. How about that, please? I, I’m, I’m, I’m asking, I’m asking, I’m asking the, uh, my captain, please do, do, do the uplifting. If you’re gonna do a nonprofit story, make it a positive one. All right. All right. Karl von derro Karl von derro.com. Carl, thank you very much. I knew this was gonna be fun because a couple of a couple of several weeks ago we had storytelling, but it was from a PR. Uh, a PR consultant perspective, which was valuable. She was very, very good. Talked about local media and think, but I, but when I saw your pitch about, uh, you know, storytelling from the award winning novelist perspective, I knew it would be. Equally valuable and and and very different than anything we’ve ever done so thank you thank you for bringing that to us. OK, well thank you it was fun. Like I said, it was gonna be fun. The fun did continue. It’s still fun now at the end. It’s still fun. OK, good. And it was fun in the middle too. It didn’t wane and then become fun again. It was fun in the middle is what every novelist. No, we didn’t have that. No, we had a consistent, no, it was linear, linear probably logarithmic growth in fun. I would say not even just exponential. Yes, it was logarithmic fun growth. I’m sure of it. All right, so we’ll leave it there. Thank you very much, Carl. It was a real pleasure. Thank you. Yeah, same here. That was it. Thank you so much for inviting me. My pleasure. Next week, the value of nonprofit journalism for your work, with Mother Jones CEO Monica Bauerle. If you missed any part of this week’s show, I beseech you. Find it at Tony Martignetti.com. Our creative producer is Claire Meyerhoff. I’m your associate producer Kate Martignetti. The show’s social media is by Susan Chavez. Mark Silverman is our web guy, and this music is by Scott Stein. Thank you for that affirmation, Scotty. Be with us next week for nonprofit Radio, big nonprofit ideas for the other 95%. Go out and be great.
Sarah Allen, Julia Molinaro & Michelle Shen: Your Emergency Marketing Plan
Our panel helps you prepare for, and respond to, emergencies with your digital marketing and fundraising. They also help you steward your new donors. They’re Sarah Allen from BRAC USA, along with Julia Molinaro and Michelle Shen, with The Purpose Collective. (This is part of our coverage of the 2025 Nonprofit Technology Conference.)
Jonathan Meagher-Zayas: Your More Diverse Board
Board diversity remains a challenge and Jonathan Meagher-Zayas wants to support you in diversifying. See the difference between, “We welcome everyone” and “We created this space with you in mind.” He’s got recruitment and retention strategies and explains how you can leverage technology. Jonathan is at Equity Warrior Strategies. His shared resources are Change Model; 5 Domains of Anti-oppressive Leadership; and DEI research. (This is also from our #25NTC coverage.)
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And Welcome to Tony Martignetti Nonprofit Radio, big nonprofit ideas for the other 95%. I’m your aptly named host and the podfather of your favorite hebdominal podcast. Oh, I’m glad you’re with us. I’d be thrown into neurochoroiditis if I saw that you missed this week’s show. Here’s our associate producer, Kate, to tell us what’s up this week. Hey Tony, we’re wrapping up our 2025 nonprofit technology conference coverage. First, Your emergency marketing plan. Our panel helps you prepare for and respond to emergencies with your digital marketing and fundraising. They also help you steward your new donors. They are Sarah Allen from BAC USA along with Julia Molinaro and Michelle Chen, both with the Purpose Collective. Then Your more diverse board, board diversity remains a challenge, and Jonathan Mahars Dias wants to support you in diversifying. See the difference between we welcome everyone. And we create this space with you in mind. He’s got recruitment and retention strategies and explains how you can leverage technology. Jonathan is at Equity Warrior Strategies. On Tony’s take 2. Thank you and 10, and Kate and I are together this week. So I’m, she is in the, she’s actually in the Podfather seat because she does most of the talking for this, these, uh, this part that we put together, uh, into the show together. So I’m standing and so I probably, I probably don’t sound so good, but, uh, I’m here, we’re here together, together. Here is your emergency marketing plan. What Hello and welcome to Tony Martignetti nonprofit radio coverage of 25 NTC. This interview is kicking off the 3rd day, Friday, of the conference. We’re at the Baltimore Convention Center, and our coverage of 25 NTC is sponsored by Heller Consulting technology services for nonprofits. With me now are Sarah Allen, Julia Molinaro, and Michelle Shen. Welcome. Thank you. Thanks for having us pleasure. Uh, Sarah is communications manager at BA BA BAC USA. Julia Molinaro is digital marketing director at the Purpose Collective, and Michelle Shen, digital marketing consultant at the Purpose Collective. All right, welcome. Thanks again. I know I said. You’re very welcome. Glad to talk to you in the morning. We’re talking about, uh, emergency marketing plans. Your session title is one less thing to worry about in a Crisis Prep your emergency marketing plan. Um, let’s start close here. Sarah, why don’t you just give us an overview of the topic you’ve done your session already? Yeah, we were first session of the week. give us an overview. Yeah, so, um, I work at Brack we’re a big international NGO um focused on poverty related programs and recently we ran a big emergency campaign this past summer, um, in response to some really devastating floods in Bangladesh that were some of the worst floods they’ve had in 3. Decades um so we worked really closely with uh the purpose collective Julia and Michelle to kind of launch a really comprehensive marketing plan um work on you know trying to attract new donors and also um kind of convert them steward them and keep them in our world and so our session kind of went through that case study. Um, did a little bit of background on, you know, how you could set up your emergency marketing strategy, and we shared a checklist with all the resources and the processes that we used, um, in order to kind of launch our emergency response. So OK, let’s be sure to email me the link in the show notes. OK. Um, so Sarah, is this a plan that you had prepared in advance? Did you have an emer this is, uh, one less thing to worry about in a crisis. Did you have this set up in advance? Yeah, so, um, a few years back we had, you know, another emergency, um, the Rohingya refugee crisis that impacted our work and, um, brought in a ton of donors, not. You know, kind of on accident we didn’t really do anything but we got this big mention in the New York Times totally broke our donation systems. So in response to that we kind of set up this emergency marketing strategy over the last few years and this past summer was really like the first big test of that checklist and that strategy and so. Um, you know, it was our first time testing it. We’ve kind of been refining it since then and um used it a couple of times since, so, um, we’ve kind of, we’re starting to not perfect it but you know, we’re getting, getting to use it more and kind of refining it over time. OK. Um, Julia, let’s, I’m just kinda going through your, uh, your session description, um, so basically we’re talking about preparing for emergency. So an emergency marketing plan, why don’t you kick us off with what what belongs in your emergency marketing plan. Yeah, so just to to back up a step and frame it, we wanted to bring this session because emergencies are. They’re happening a lot more they’re increasing in frequency but then also intensity so because of climate change, especially and then also political climate, economic disasters, global conflicts, um, we’re seeing a lot more of these crises and they’re more intense and we’re more aware of them, right, because we have our phones, news 24/7, social media, we’re so aware that they’re happening. And so of course it’s a big challenge for nonprofits because there’s 300 million people right now who need humanitarian aid but then also this huge opportunity to connect those people who are finding out about the crisis on social media and the news with an opportunity to do good and so the parts of the marketing plan. We start by preparing um the things you can get done now before any crisis is even on the horizon so thinking about yeah where people are finding you so that’s Google ads Facebook ads, news articles, social media people learn about the crisis exactly yeah where are people learning about that crisis yeah so yeah news, social media, Google ads Facebook ads, what else would you add to that? Yeah I mean yeah advertising I mean billboards, it could be news coverage, it can be partner organizations it can be events it can really be anything for your organization um I think it’s important for every organization to think about their reach, how they’re connecting or how supporters are learning about any emergency that they have going on um and to ensure that they have a presence on each of those in each of those places. OK, right, you wanna, you wanna be where your folks are I mean hopefully you already are. But you wanna I guess reinforce this in your in your emergency plan, right. And when you’re kind of thinking about those channels where folks are, you know what you can kind of do in advance is set up some templates maybe you know you have a really big email list and that’s where most of your gifts come in maybe set up an emergency email template where you could drop in photos you could drop in stats, um, same with ads or maybe you wanna have some emergency graphics that you could adapt on social or other channels. So those are some of the kind of checklist items that we have in that pre-plan section. Um, that you can kind of get started on ahead of time. OK, right, uh, let’s, I don’t want to just keep going, uh, you know, Sarah, Julia, Michelle, Sarah, Julia, Michelle, because that’s the way they’re seated. So I’m gonna go to Michelle. Um, what else? All right, so, uh, once we know what, what platforms, what apps, etc. what, what channels are folks are gonna be in, so those are the ones we’re gonna use in our emergency plan as we’re executing the plan in a, in the midst of a crisis, right? That’s where we’re gonna, you know, that’s where our folks are, that’s where we’re gonna be. And presumably we already, like I said, presumably we already are there. But the crisis are the channels we’re OK now. Yeah, so I think we covered um when when an emergency happens that’s a little bit unpredictable but we know organizations are going to face are going to face crisis um so while the the when we may not know that exact moment, um we do know that it’s going to happen and we can plan ahead based on some of these templates or um preparing some content uh that’s ready to go or easy to. Um, prepare once that emergency does strike, um, the where, uh, where we’re connecting with our audience hopefully we have a presence here already and we’re just prepared for, um. Using assets when that emergency does happen um and to make our audience as aware as possible I would say the last piece of this is like what? what are you sharing with that audience um hopefully you’re keeping your audience as informed as possible about the situation unfolding with whatever crisis you’re responding to. Um, it’s really important to be, uh, accurate in what you’re sharing, um, telling stories that you have permission to tell, um, emergencies in nature are hectic, they’re stressful, um, they’re unfolding really quickly and for the folks or you know whoever is experiencing that emergency it’s a really challenging time and we wanna make sure that we’re not contriving or exaggerating an emergency but in fact. We’re um sharing an accurate uh depiction of what’s happening uh because likely your supporters are um they’re coming to you for information you might be their first touch point in what’s happening in any specific area uh so it’s it’s crucial that it’s as accurate as possible and it’s yeah with permission uh to share all of these stories and all of these updates from from that emergency responding to. And I think the second half of what is um how you’re following up with your supporters so once they have taken action, once they’ve made a donation, once they’ve joined in to support uh in responding to this emergency um how are you stewarding them? How are you following up? How are you keeping them informed um we’re gonna we’re gonna get to that because we don’t wanna just raise it as a question we’re gonna get answers because I don’t want you holding out on nonprofit radio. So we’re gonna, but thank you. I’m, I’m sorry, Michelle, um, for ticking off things and we’re gonna go into more detail. Um, I want to ask, turn to you, Julia about permission. So Michelle mentioned, you know, what do you have permission to share? How are you, how do you get permission? Sarah said, you have some, hopefully you have some elements prepared. I mean, that’s hard too though. You don’t know where a flood’s gonna happen. You don’t know. I mean, it could be Bangladesh, it could be Cambodia, you know, so I don’t, maybe we’ll come back to that. How do you know what to have in advance? But what about permission? How do you get this permission that Michelle’s referring to in the midst of a crisis? Yeah, so permission from people whose stories you’re telling. Yeah, so it’s really tricky, of course, because it’s this vulnerable situations and we don’t wanna exploit people who are in a really tough um situation so a lot of the times we’ll rely on like an organization staff. On the ground staff members who already set up um like in Brack’s example in Bangladesh and they were experiencing this crisis but you had a presence in Bangladesh, yeah, we’re actually headquartered in Bangladesh um and yeah it’s kind of an interesting flipping the typical model upside down. So here in the US I’m at Brock USA we’re kind of the 501c3 affiliate, but we are much smaller and mostly fundraising and. Um, advocacy and communications, so headquartered in Bangladesh in Dhaka, yeah, and then we have a presence kind of all over the country as well as 13 other countries around South Asia and Africa. OK, so then Julia, I guess the permission wasn’t too hard to get. Right, if it’s a staff member, they are often likely to give you permission and it’s a really they can still share it. The organization is if it makes sense for them to respond to that emergency um sharing even sharing photos a photo can tell a story so if you don’t have those um direct connection set up and. You don’t want to go up to someone who just lost their home in a flood and ask them to be sharing in those vulnerable moments so but um yeah maybe they’re OK with the photo or um when you don’t when you’re not feeling good about sharing um people’s faces and names you can take photos of the situation and um tell the stories through the updates graphics I mean can you get permission. that might be there like yeah we’ve done that before done kind of like the Getty images or things like that but um also you know a big challenge we have is maybe the staff that we have there they are, you know, front line humanitarian workers they’re not coms people their priority isn’t getting stories or photos and so we found a couple like creative ways to work around that, um, and kind of asked our. Our staff to even just send us like grainy phone photos of like the scenery or phone photos of people you know delivering some aid even if participants aren’t in it and that kind of helps us you know not have to get that participant permission not have to get these more elaborate stories um and then right at the beginning of the crisis when you’re first fundraising that kind of content can still be really useful you know we can turn it into a lot of different things um we have some of these ideas in our you know emergency. marketing plan resources but you know we did like 10 striking photos of the Bangladesh flood emergency as a blog and then we packaged it as a gift and put it on social media and sent it as an email and it was all really like photos of scenery, not so much necessarily photos of participants and you could just see kind of the devastating impact of the floods on homes and infrastructure and that was really effective even though we didn’t really have that ability to necessarily collect really nice stories at the get go. Um, I think that’s one way you can kind of get around that challenge. OK, OK, um, what else, what else, what else belongs in, well, no, Sarah, you had your chance. So, uh, Julia, Michelle, what else belongs in our emergency marketing plan before we get to the follow up and stewardship that Michelle mentioned? What else should be in here? What, what should we be thinking about in advance? Think you can be in advanced thinking about how you’re gonna make a really compelling ask so after you’ve captured people’s attention they found out about this emergency news all those places we talked about you have a a very short window of an opportunity to convince them to give to your organization to to respond, to take action. And so the way we think about making that ask is in three components you need to be building that sense of urgency and the fact that it’s a crisis is building a lot of urgency for you as long as you’re sharing information and updates and then um create some empathy in your reader and so that is that storytelling piece even through photos um getting people to get that emotional component of I care about this I care that people are experiencing this I wanna help. And then um the third point that is crucial in making your fundraising ask is having one clear call to action and it needs to be super specific, super simple, easy to understand we’re not asking people to do one of 5 actions we’re just asking them to do one thing, donate, and here’s how and here’s why. Yeah, exactly right, and that landing page it should be written at a. 6th to 8th grade reading level so it’s a 6th grader can understand what you’re asking of them and it uses a lot of you focused language. It’s talking directly to your reader. It’s not saying we’re doing this, we’re responding, we’re helping. It’s you have the power to help. You can make a difference. You have a place in this response. Michelle I could have asked Sarah, but she had a lot of a lot of mic so I’m trying to spread these things out um um. So Brack had to create the landing page on on the fly, right in the in the midst of the crisis because it’s a landing page devoted to the Bangladesh flood, right? So you gotta, I don’t know, is that what the purpose collective come through or? Yeah, I mean you can’t you? Yeah, I think what you’re saying is that there is a lot of things that you have to get through during an emergency. There’s this long checklist of things that you need to work through and whether it’s the direct team or the purpose collective team, I think we all take a part in tackling all of these things to to get live and to uh present to supporters that may be coming into our website or seeing our ads or whatever it might be. Um, yeah, I mean it’s urgent and I mean this this checklist gets as detailed as like set your budget in advance, you know, if you know you’re going to run ads during a time of emergency, that’s something you can do early on. You can get approval for um ad budget that your organization might want to spend because the last thing you want during an emergency is contacting uh. to make sure that a certain amount of spend is approved so you can start running these ads we go to accounts payable, you know they’re not gonna approve. OK. So all these things you’re talking about are the resources that one of you will send me for our listeners. OK, OK this is good this is good detail. Yeah, so, uh, alright, let’s go back to you Sarah then uh what other what other assets have to be created on the fly landing page. Yeah, I mean it’s really thinking about like every single channel and then what can you do there so home page on the website maybe a pop up or conversion design on you know all the other pages on the site um thinking about yeah. Sorry, conversion design would be like either a pop up or you know some sort of bar that’s at the top or bottom of the page um that kind of overlays on top of your normal web page that will have you know some sort of message and link so it’ll have you know a call to action to go to the donate page or going to go to the landing page for the emergency so that you know setting that up on your site. Um, thinking about, you know, your actual donate platform, making sure you have then a donate form set up it’s connected to your, um, you know, CRM platform, whatever that may be, um, and then also, you know, looking at all of your social media channels that we like to do is, uh, change our bios and links on all of the platform. And even our header images for the platforms that do have a header image uh notifying people about the emergency so when you look at our page it’s clearly you know kind of branded for that emergency and then doing one post that’s sort of like the master post maybe on each channel that has a really compelling graphic. Showing the emergency and really clearly just tell supporters how they could support and get to the landing page um usually we try to pin those posts on whatever channels we can so those are some of the areas setting up an email template for an appeal um maybe if your organization has like a media officer. Um, you can work with them to be sending out pitches or alerting journalists, um, that you’re working, so there’s lots of different areas you can work. You said you said Brat got very good coverage in the New York Times for your, for your response that yeah we did this was a few years back, um, a different emergency, but it’s definitely can be really impactful and so you know this time we were trying to work with journalists and. Send out just updates, you know, here’s what Brack is doing here’s our landing page a lot of things places like CNN and others will often publish lists that are, you know, how to help if the emergency does get enough media pick up and so you can reach out to those places and try to get your organization listed as, you know, a way people can help so there’s lots of channels you could work and it all kind of comes. That’s why the checklist, it’s helpful to have that checklist we’ll share the checklist. OK, alright, let’s move on now after, you know, this is, this is the very unfortunate part of disasters that press moves on, the world’s attention moves on and the people are suffering for years, you know, recovering for years and, um, but we, we, so you do move away from an emergency phase. I don’t know. So how long did you stay? I, I guess I’m, I’m going to Sarah again. Uh, how long, how long did you make Bangladesh, the flood a focus of, let’s say just the home page. Let’s just use that as a, as a proxy. How long did that I think. Maybe you know 2 months or so when the most urgent immediate needs um and the timing of it was, you know, as we were shifting into the year-end fundraising season this happened in August, so maybe 2 months later as we were starting to shift into the year-end fundraising season. We took that down but we were continuing to, you know, even last month we posted a new update, you know, 6 months on here’s what’s happening here’s what we accomplished, and here’s, you know, the people that still need long term support so we’re still trying to make sure we get it out there and for people who did support um that they know that we’re still thinking about it um and I I guess. In in during the crisis, I mean you’re assuring people that can you say 100% of your donation goes to Bangladesh relief can you say that? Yeah, so I think that’s something that you need to kind of negotiate with your organization in advance as well and it’s definitely important to have that kind of like go no go to even know can you start fundraising um is your organization responding to the emergency? Um, for us we were able to do, you know, directly grant all of that money straight to the Bangladesh Relief Fund, so we had it restricted like that, but depending on your organization, um, you might choose to do it differently. OK, so let’s go after now, Michelle, you brought up the, uh, stewardship. now presumably we’ve got thousands. donors, uh, new to the organization, um, how do we start to keep them engaged in a in a journey I guess your your CEO, I know, likes to, I’m gonna say the same thing. She’s coming. 9:45. So she’s right after you all. You, you are overexposed. You got 5 don’t you have 4 members are there to be right now it’s just 30, so it’s 100%. We’re so lucky. Is the purpose, but in any case, um, so yeah, um I use her name synonymous with email. I was trying to say Patty by email. That’s her middle name. Um, Patty talks about the email journey. I know we’ve, she and I have talked about that previous NTC, uh, but so you don’t have to take the email journey path, Michelle, but, um, in fact, I think it’s kind of, it’s overplayed. I think it’s tired. I think it’s no, it’s not. It’s still important. Um, what, uh. What do we do to keep these folks engaged? Yeah, that’s a great question. I think you have this flood of new donors you want to um thank them first and foremost for their support when you um had a specific need uh they showed up and I think gratitude is the first message that you want to share as soon as possible um we talked about yeah this this. journey, but the the the first part of this journey is um making sure that they feel appreciated. They feel seen that you’ve acknowledged their, their gift and their contribution and assuming it’s that’s gonna be I think a receipt can be instant and automatic that is. Yeah, how they’re set up and I think within 24 hours um you can send a thank you email either either immediately within the first hour or instantly sometimes if it’s immediate, it gets mixed with that donation receipt so you may want to give it a little bit more space um but a a thank you email um from the organization someone at the organization. Um, even better if it’s a plain textile email it looks like it was really personalized um for the supporter, almost like someone opened up a Gmail, uh, email, and composed it themselves. Exactly. Um, I think that that first part is just making sure that someone feels seen and that they support has not gone gone unnoticed. 24 hours, right, but you’re, you’re caution, you know, maybe not immediately because, well, then it also kind of defeats the, the urgent, you know, like I, I personally composed it, you know, it comes within 2 minutes. OK. 24 hours looks uh looks personally composed, doesn’t have graphic elements. It’s just a sincere. I don’t know who did it come from, it was from our director of communications I believe the first email, yeah, and to make it even more convincing, we’ll put a filter or we recommend putting a filter that it only sends Monday to Friday from 9 a.m. to 5 p.m. Because if somebody, if the way that they donated on a Friday night and it’s a little bit unconvincing if they get a personalized email on Saturday at 10 p.m. so that filter in trying to make this. OK so it’s a good first step and then we recommend um following up pretty consistently after that first email so maybe a story of impact from the emergency responding to maybe an update again we talked about. Um, a lot of these supporters, maybe their first touch point in, uh, what’s happening and unfolding in this emergency is you, so being able to share um a pretty robust update or just like a firsthand experience from a team member or what you’re seeing. Um, it’s happening, um, that’s a great message to to send, um, for Brack, uh, they also use this as an opportunity to learn more about the supporter, um, so understanding how the supporter found out about Brack through this emergency, so was it news coverage, um, was it, was it one of the ads that they were running? Was it uh through a partner organization? And this was done through a survey, uh, creating a survey and saying, you know, how did you learn about Brock during this time, um, and also in that survey was an opportunity to, uh, share more areas of work, um, that that Brack covers so the the the different programmatic areas, um, of the organization asking supporters, you know, which of these are of interest to you, um, and I think that’s a gentle uh but clear way to um. To open, open that supporter up to kind of the breadth of Brack’s work. And uh Julia, what kind of open rates do we see for these um maybe not the, the very first one that’s probably near 100% I would think OK, but as the, as the journey continues, I don’t know, are the open rates declining, you know, like the second is. We tend to see overall you see a slight decline from emails if there’s 5 emails, emails 1 to 5, you’ll see that start to come down a little bit towards the end because people are most excited right when they make their donation and the day after they’re still pretty fired up about you and this cause and. And it’s as we move on with our lives a little bit that tends to fade, but they’re still almost about double the open rates that you can expect from a typical email solicitation or newsletter so it’s between 30 and 50% is typically what we see from these email welcome journey emails. Um, uh, Sarah, something else occurred to me. What, when do you start? and I’m going back in the emergency now, uh, when do you start to ask for donations? Is it, is it with your very first messaging about the crisis, uh, if, if you want to rush rush immediate support, or do you delay a few hours or how do you manage that. It really depends on your situation, but for us, you know, we are the US arm the headquarters is in Bangladesh and so it’s really up to the headquarters and you know the country where whatever emergency might be happening to make the call um you know a that they’re actually responding and B that they need outside funds you know from. The US or whatever other countries that we’re fundraising in so sometimes it takes a little bit of time to actually get that approval and so you know if you’re in that situation where you can’t immediately start fundraising what we like to do is start still at least sharing some updates and posts you know on our social channels or other channels saying you know. Such and such emergency is happening. um, our thoughts are really with our participants and our staff at this time who are impacted, you know, so sharing some things that might not be a fundraising ask but still putting it top of mind for people so that they know, you know, we’re aware of what’s going on, um, we’re there and we’re we’re a source of information for you and you know to kind of stay tuned for, you know, the next steps OK thank you alright um alright so going back to after now, Michelle let’s. Follow up on um something that on what on our journey um you had made the point that uh you’re you’re doing some simple surveying like how did you hear about the crisis first from us what what channel, um, what, what, and then later in the journey, what parts of our work, you know, is most are most interesting to you? I want to make the point that when you’re surveying, you need to be preserving the responses and then using the information, right? If somebody says. That uh the Middle East is actually more important to me than than Central Asia, but I, I gave to the Central Asian crisis, but in Bangladesh, but I’m actually more interested in the Middle East. You need to honor that going forward, right? Totally, yeah, we don’t want to ask any survey questions that aren’t going to be used at all or just kind of resting there, um, that wouldn’t be helpful for the organization, nor would it be a good use of your supporters time to to fill something out that it’s actually counterproductive I guess they may remember. I checked the Middle East, you know, why do I get, why do I keep getting these Asians Central and South Asia, uh, appeals, you know, and information. OK, so, um, yes, you need for me and I, I do plan to giving fundraising that comes up a lot with birthdays. People like to ask. I see a lot of organizations like to ask for birthdays, but and then and they save it in their CRM then they don’t do anything with it. They’re not sending birthday, birthday reminders or even month of or certainly day of, you know, they just preserve it’s like, OK, now we know they’re. and their age we can and to what end so when you survey the data to favor to the right yeah absolutely and you know it’s an opportunity to to build a stronger relationship, even asking communication preferences and things like that um that’s all a way that hopefully builds a really like a long term relationship with their supporters if you honor that data that you’re you’re receiving. That’s a good point. Um, what, what else? So we, we kind of talked about the, the 5 emails and, uh, well, let’s space them out a little bit again, Patty and I did talk about this, I think probably 2 NTCs. She has definite like uh frames for the for the journey. Can you remind us? Yeah, so you can have. Emails as you want in this journey we often see them being between 3 and 5 emails in length from that first gratitude email all the way to the last and our general recommendation is to send them all within 2 to 4 weeks of when that initial trigger or when that initial action took place. um like Julia said, we don’t want to wait until too far after that donation in this case. Um, because folks are, you know, uh, not losing interest, but their initial enthusiasm for the cause that they support, we really want to maximize that, that time frame as much as possible. OK, OK, um, we can still spend some more time before, uh, Patty is scheduled and then we’ll have to of course cut it short immediately her time is precious. I don’t wanna, I don’t want to delay her a second more than necessary. No, we’re fine, uh, because we started early, so we still have some more time. What else? Uh, maybe some questions that came from, about some of the questions that came from your session? Any, uh, interesting memorable, provocative questions you want to share? Um, someone asked about, so the last email of the journey we typically include another donation ask and so you had mentioned Tony earlier the need for long term support because people care a lot when the disaster happens but it can take years and years to fully recover um and so we like to include that last that last email in the welcome series is often an ask for them. Become monthly donors and and it it starts with a lot of gratitude. It’s a month ago you made this really generous donation you fueled recovery efforts and it’s gonna take a long time for this community to rebuild. Will you donate just $5 or $10 a month to fuel this ongoing recovery efforts and so we really and that is also a plain text email so it feels really personal and um. A lot still a lot of gratitude in that ask, um, recognizing that they gave a month ago and somebody had asked about what the conversion rate is of that email and to be honest it’s it’s a big ask to a monthly donation so it is not that high, but we still really recommend including it because it’s super valuable to get a monthly donor who might stay with you for years and years um and. Maybe this is too, I, I like detail though. I, I, I hope listeners do too. I think they do. They, they’ve been listening for a while. Um, I hope they do. When, when you, so obviously there’s a link or QR maybe to to get to the to the donation page. Does that donation page does that page from that email asking for sustaining sustain or giving, does that still give the option of making it a one time gift or go to a landing page that’s only prohibit only permits monthly. Still giving them the option to one time donate, but it’s. Defaulting to monthly, so it helps encourage. OK. Yeah, we had one good question that was around, you know how many of these people actually stick around because we know that emergency donors, uh, you know, they’re. More likely to give one time they’re less likely to you know keep a long term relationship with you and your organization um so I think it’s a really valid question definitely we saw you know I mean it’s still early but with our past emergencies that we’ve done we’ve seen you know much less much lower retention rates so I think that’s why obviously the welcome journey is important. Um, but also continuing to kind of feed those people a little bit of a tailored diet, you should, you know, have them segmented in your email system and be sending them maybe throughout the year and season, uh, you know, a couple of months after the emergency we sent them more Bangladesh focused stories, more climate change focused stories, um, things that we thought might. Be a little bit more interesting to them as a past donor of these slots in Bangladesh rather than kind of sending them you know a story on financial inclusion from Rwanda that we might be sending to other members of our broader list um so I think that really helped us we saw actually quite a few people convert to become unrestricted donors during the year end season who had only ever given. You know, as one time emergency donors, so I think it’s something that, you know, to your point they’ve kind of showed you this interest in this one area and maybe if you also have survey data you could kind of incorporate that you want to kind of continue to feed them that and slowly introduce them to your other work rather than just letting them do this really nice welcome journey and then dumping them on your regular list where they’re just gonna get everything. OK. Any anything more about uh the the stewardship, you know, the what it what you said it’s very low. Folks joining, I don’t know, so a year later, what do you do you know what the percentage of initial donors from the Bangladesh flooded with you. Well, it hasn’t been a full year. It’s been a, you know, it was last August, so I think this year end season will be really interesting to see. We’ve already seen a lot of them convert since then. Um, especially during the year end season, um, make a second gift, um, either unrestricted or maybe a follow-up gift to the floods. So this coming year it’s really gonna be interesting to see how much they stick around, um, for, you know, the next season. So that’s something we’ll definitely be tracking encouraging so far. You know there’s other other emergencies in the past where we’ve not done quite as comprehensive of a response or comprehensive of, you know, follow up and stewardship after where we see the vast majority of people, you know, never make a gift again, um, especially an unrestricted gift so you all need to start sponsoring this show. I want to talk to Patty Breach about that. Uh, I’m tired of doing this free, uh, free, free promotion. You all know what’s going on, um, all right, we can still spend some more time together, um. Any other questions that Michelle go ahead Julia. I somebody asked you, Michelle afterwards about uh what an emergency would look like for them because they were uh a nonprofit that responded to legal changes and I just want to note that for listeners maybe they are not in a place where they’re set up to respond to natural disasters like we’ve been talking about. But crisis fundraising still applies and we encourage listeners to think about what their emergency that is real and they’re in a position to respond to could be, so maybe it’s a pandemic and they’re in a place to be giving healthcare providers resources or maybe they’re an animal shelter and they can save fluffy from the. Shelter or um yeah, maybe they’re a legal organization and can take some actions. So we are talking about natural disasters but the same rules apply to any emergency that your organization might be in a position to respond to. Yeah, I like comparing it to almost. A like a SWOT analysis uh if folks have done that before like strength, weaknesses, opportunities threats for an organization if you kind of zoom in on the threats for your organization, I that’s almost like the preliminary prep for what you can anticipate like what could happen to your organization that you need to respond to and how would you message that to an external audience? How would you share that more broadly and bring folks into the fold so that they’re able to. Um, join your organization and responding to that. Um, so yeah, if we’re looking at it like before the disaster happens, before the emergency happens, before the crisis happens, um, what are those potentials exactly, exactly. We will be sending you those freebies. is also in addition to that checklist, we have an email welcome journey template so you can use that and tailor it to your emergency. OK, why don’t you just take out a little. Motivating because you’re here you know you have a have a plan in place uh just remind you of that. Yeah, for sure I mean I think the results end up speaking for themselves, you know, past emergencies we responded to. Maybe we got a lot of interest at first but we couldn’t retain those folks and you know we’re seeing such a stronger response this time around with an emergency that got you know a lot less media coverage and left so I think it’s really valuable it’s a really valuable opportunity to generate new leads and and connect new people with your mission who might be interested in supporting more broadly so. Um, even though it can be a big time investment to respond to an emergency and fundraise around an emergency, um, it’s definitely worth the investment and I think having partners like Purpose that can, you know, jump in, um, when it’s a really busy time to help was really invaluable and just having that plan set up in advance. And prepping everything in advance so um even if you know you can kind of squeeze in a little bit of prep here and there over the next few months, um, you’ll be that much more ready for when an emergency inevitably probably will affect your organization. thank you. That’s Sarah Allen, communications manager at BACSA. We also heard from Julia Molinaro and Michelle Shen both at the Purpose Collective, Julia digital marketing director and Michelle digital marketing consultant. All right, thank you. Thank you very much. Thank you, thank you so much and thank you for being with Tony Martignetti nonprofit radio coverage of the 2025 nonprofitology conference where we’re sponsored by Heller Consulting technology services for nonprofits. It’s time for Tony’s take too. Thank you, Kate. Sitting in my seat, uh, I have to stand now, I guess, uh, uh kneel, uh, it’s like I’m proposing cause we’re together. So we’re we’re at the same desk. Uh, she’s in my seat, and here I am kneeling next to her. Thank you, Nan. We’re wrapping up our coverage of the 25 NTC, the 2025 nonprofit Technology Conference, year after year. This is our 11th year with N10 bringing nonprofit Radio to the nonprofit technology conference, wherever it is throughout the country. As you know, last year, uh, well this year, earlier this year, it was, um, it was Baltimore. I’m grateful that. N10 recognizes the value that nonprofit radio brings. Uh, so I appreciate the partnership. You know, they understand that we’re expanding the reach of their Speakers, their, their session speakers by playing their interviews on the show with our 13,000 plus listeners each week, so that expands every speaker’s audience who, who sits down for an interview with me. And, and I appreciate the value that N0 brings because they give us a great space, visibility for the show in front of uh uh uh a conference of 2, 2500 people. So we appreciate the value that each of us brings. To the partnership. And uh there’s, there’s value in working with people who see your value, and including year after year. So, my thanks to CEO Amy Sample Ward, who we all know very well. And the entire team at uh at N10 for partnering with us. Year after year, I’m looking forward to 26 NTC which is Oh gosh, I forgot where it is. Well, I’ll be there. Uh, well, the show will be there wherever, wherever the heck it is. I just can’t remember where it is right now. Thank you, Anton. Very grateful. That is Tony’s take too. Kate, swinging the mic back to you. I just want to say I’m not forcing him to kneel on the floor. He offered up his Podfather chair and I was like, Oh, it is such an honor to be in the podfather space. In person We’ve got boo but loads more time. Here is your more diverse board. I Welcome to Tony Martignetti nonprofit radio coverage of 25 NTC, the 2025 nonprofit Technology Conference. This interview actually, uh, closes out our 25 NTC coverage. We’ve been sponsored during the conference by Heller Consulting Technology Services for nonprofits. With me now is Jonathan Maharza. He’s founder and chief strategist at Equity Warrior Strategies. Jonathan, welcome to nonprofit radio. Thanks for having me, Tony. You’ve been listening for many years, yeah, when I first, I think, uh, in graduate school many years ago was finding like spaces, I think 2015 and resources for uh nonprofit professionals and this was popped up and I remember listening. Very often of just all the great speakers that you had on the content just process how to continue my leadership growth in this field. Thank you so much. I’m so glad we’ve been with you for 2015, 10 years that’s outstanding. I’m glad. I create the podcast and people who are nonprofits. Oh. I’m glad that’s happening for you. Awesome, yeah, definitely many episodes over the years where you send it to clients or colleagues to give them ideas like, hey, go listen to this. This will help you process what’s going on with your organization at the moment right now. So thank you again, so honored to be here. I’m glad it’s a that’s what that’s that’s my goal. Alright, we’re talking about, uh, diversity on the board. Your session topic is why your board is not diverse and how to recruit in equitable ways. Uh, share a 30,000 ft view of, of your session first. Sure, so we board diversity is probably the number one issue that many boards face over time like the composition of the board, you know, board source regularly does research reminding themselves that board diversity is the issue and We wanted to really uh go full forward and let people know what the true issue is and it’s about really personal change mindsets so people um are really struggling with this topic and advancing with this because of their own mindset that might have related to how they should go about it too. So we take that approach and help them think about like changing their own personal mindset and then using anti-oppressive leadership framework on how to actually recruit more equitably. What, um, what’s the best way to to begin? Is it, should we, should we start with the changing of the personal mindsets of the, when we’re talking about personal mindset, we mean of board members, board members and leaders. OK, can we start there on the personal level I think so because, um, well, we have a great meme that we show in the presentation where you know a speaker asked this group of. Crowd and it’s like who wants change and everyone raises their hand and then the bottom says who wants to change and no one raises their hand too and it’s a great reminder that you were mentioning this tough topic of that too yet what are we doing internally to reshape our biases, think about how to approach this differently or change our mind, you know, shift our thinking to like why don’t people have diverse backgrounds. Why can’t we find them to why don’t they want to find us, you know, and kind of creating spaces on the board that intentionally uh welcomes people in mind. Um, that’s borne out in something you say in your session description that uh there’s a difference between we welcome everyone and we created this space with you in mind. Yeah, so, and we’re seeing that too. There’s a lot of great good intention people and they’re like, we love everyone, we’re so welcoming and I welcome those. I’m so grateful for those spaces. However, you know, there’s a difference when You’re saying that and you haven’t done the work intentionally to think about how are you uh restructuring uh your board so like the power is distributed equitably so like the new folks coming on don’t feel just like tokens, they actually have a voice on the board or you’re thinking about your meeting structures and agendas to actually make it engaging and fulfilling for people to be a part of it. Um, or you’re just like looking outside traditional spaces of what you’ve done so it challenges the mindset of like who actually is gonna be great on your board and we’re not just going for the folks that have access to wealth or access to um certain connections or just our own bias and perception of what an ideal board member is. Um, just to, uh, alert listeners, that you may hear some, uh, cacophony behind us. Uh, 25 NTC is coming down around us. There’s carts of, uh, furniture being wheeled away. Uh, they’re not gonna take out our electrical drop until, uh, until we finish with Jonathan, but, uh, there’s a little noise in the background, uh, as the, the, uh, the commons, it’s called the commons, this open area where that we we have our studio in. Uh, gets taken down around us, but that’s OK. Nonprofit radio perseveres doesn’t make a difference to us doesn’t make a difference to you, right? You don’t, no, not at all distracted might be distracted by a lackluster host but not by the furniture being that’s that’s what’s bringing me in and I’m just focusing in on it excellent, thank you. All right, so as a longtime listener, you know I’m, I’m digging into the details. So how do we start to, what what do we need to do. Maybe on on for ourselves and maybe what does the organization need to do to help change the personal, the personal mindset, not the organizational culture yet but what can the organization and the people do to change the personal mindsets on the board and the C-suite. Uh, my colleague Chrissy who couldn’t make it, uh, she has developed a personal change mindset framework, uh, literally labeled change, and it’s, uh, an acronym that kinda helps think about the process of going about internal change. So first is the confrontation to, you know, really. Acknowledge that you need to do things differently, you know, not all of us wake up and say, oh, we need to change our mindset tomorrow, you know, like we have to face that confrontation of what that looks like too, then we have to handle the feedback, bring awareness of the issue, do internal negotiations. Uh, going identify ways of going forward and then enact what we’re doing. So, um, we have, she has a great framework that we use to kind of just help walk people through to like process the initial like confrontation of like maybe I need to change and then processing the steps to go forward so that uh the change is inactable too, you know I see often where people are like oh I need to change and they jump forward to a solution and haven’t sat with the process. Uh, and understanding of their background of what’s happening or done the awareness building of like what they truly are are are are building on to sometimes we think we need to change and we’re, uh, changing, you know, the band-aid but not the true issue at hand, so really making sure that process. Includes uh tackling and addressing the true either bias or potential area of oppression or past experience that someone has that shaped you so that you are best prepared to then go about and use some tools to kind of recruit in more equitable ways. was that um was that uh or a strategy was that a resource that you could you email me the link, um, of course, yeah, um, bragging about Chrissy because she developed it has a great graphic called and literally it’s a process of personal change, um, and it uses, you know, change as an acronym to kind of spell out the steps on that tube, so happy to share that. OK, yeah, yeah, of course I’ll put you um. Alright, so that will help us with the, with the personal mindset, my personal mindset change. Um, how about the, uh, sort of the Like the board culture. So now, now if we’ve done our personal work, we’re now a board of, I don’t know, it could be anything from 4 to 25, um, how do we start to make this, uh, at the board at the board and organizational level? Yeah, um, so I use an anti-oppressive leadership framework to help us first identify where some of those issues might impact. our board and our organization so this comes from uh how we uh and I pose a series of questions that help us think about the various different ways. So I think about learning, I think about how your community talks about you, I think about how your board is structured, I think about just the personal relationships and dynamics that you have and then I think about how we personally, you know, show up and think about ourselves too. So usually those are ways to kind of help identify to say oh what is. Uh, the true, like where are we struggling in some areas and then what might an intervention be for that too? So do we need better training for the board because I don’t know any. There’s lots of great board resources out there, but not every board member comes in fully trained on what’s going on or understanding so that or is it uh being better prepared to be an ambassador for the organization so they’re going out to the community and understanding how the community talks about the organization or do we need to restructure or update our bylaws or uh rethink our strategies um or just improve relationship building. And you know, help people strengthen how they can better connect with individuals. Unfortunately we’ve seen a decline in people’s interpersonal relationship skills over the last several years of just being able to talk to someone about anything, yeah, in that way too as well and you know, um, any conflict comes up, you know, you might be risk avoidant or you might ignore it or it might be, you know, traumatic and you not want to address it. So how are we. Potentially, you know, embracing the diversity that comes in but supporting them to actually have the conversations, learn how, and structure some procedures in some way. So, uh, yeah, I’m happy to share that framework too because then it goes into identifying each of those different five domains and how you can think about, uh, some better strategies to develop your board to attract and retain the the the people representing your community you want to be on the board, yeah, OK. Um, let’s talk through the recruitment and, and we can probably get the retention strategies too, but you know, how are you, you know, part of your session topic is how to recruit in equitable ways. What what’s your advice there? Yeah, um, first, uh, empowering and activating your current board to be ambassadors, um, and not just saying, hey, go find people like really taking some time and some intentionality to say, OK, what are the strengths, passions, and connections of our current board members and how do we want to see that. Uh, be able to connect with new people too as well, so you know, understanding all that too and then using a board matrix and understanding the gaps on your board and then connecting board members to empower them to find the network connect in that way, build on that. Um, I also really think organizations should be really intentional about their community partnerships too, like if you’re doing referrals or. Uh, sharing shared resources with other nonprofits too. How are you connecting in the network is then expanding what that might look like for yourself to, uh, you know, broaden and expand your base to, um, in that way, um, and then as a formal fundraiser too, I think a lot of folks might overlook some of their donor data unless the donor is. You know, a high level one too like there could be a lot of. Uh, I, I, I, I don’t like the term mid-level, but like people who haven’t give at the high high level who haven’t had the opportunity to be invited into your organization yet that might have some of those characteristics you’ve already been engaged with too that you might be able to cultivate engage and help drive that engagement too so that might be, you know, um, some other ways. And kind of thinking about that too is sometimes they overlook the people already connected in your area too like how often have you looked at really the demographics of the people who following you on social media or who’s attended your events or who’s given to your annual campaign too and look at some of those folks and say they already know about you, how can you potentially either. Uh, tap them for future or be very clear on the type of people you’re looking for with that network too and help expand and empower them to kind of uh be ambassadors for you. These are great tactics you’re packed with in a in a very dense, uh, excellent, you know, listeners are gonna have to go back and like rewind, but that’s fine. There’s value there to hear it another time because there’s so much, um. Uh, leveraging tech, your, your session description says that using technology for equitable board recruitment. Yeah, um, I think in a bunch of more people can probably talk about accessibility engagement about tech a little bit better than me at this conference, but, um, we, you know, learning all the great ways that we’ve seen technology be able to utilize for better effective engagement, better effective um recruitment or organization or empowerment of folks too. Um, as well, like, for example, um, I think a lot of board meetings need to be redesigned of how they’re really structured in that way because I, the boards I’m working with what they really want their meetings to walk away with is better community building, better, uh, uh, information and better opportunities for the important generative discussions in that way too. Um, and if you have even more than 5 people sometimes and only have 15 minutes on the topic too as well, how are you gonna effectively gauge? So can you use a tool like Mentimeter or or Zoom to collect thoughts from everyone. In the limited time too so everyone still feels there a chance to be heard in that way, um, or share, uh, kind of that information in that sense. So stuff like that, um, I also think like uh being creative with uh sharing resources with your board on what makes sense, so if it’s your board port. Like using your website for board portals to organize to give autonomy for the board members to have access to the information or if it’s a Google Drive or Dropbox folder in that way, um, or you know using project management tools with your board, uh, cause they’re all volunteers so however they. Yeah unless they’re pretty organized themselves too, they might need, you know, support from the staff or the leadership on continuing their task too. So are we setting up like a SANA project board so that each board member is assigned what they’re supposed to do, it’s reminded and it kinda ensures some of that accountability that might be missing from just saying oh happening in between meetings in that sense. You mentioned one. that came up in another panel. It’s M E N T I M E N T I M E T E R. Yeah. Yeah. What do you, what, what can you do with that? Um it’s mostly a presentation um platform. I actually we use it in our session too, so like live presentations, people can feedback, you do polls and what that looks like, but you can set up meeting agendas in that way, especially if it’s virtual. Even in person too, I’ve used it in personal where you know you might pose a question to the board and you know a few board members might be the ones really eager to talk so they do that too but uh a couple of ones might need a little bit more time processing so they’ll they could pause a little bit and then share their answer after too as well or or they don’t want to speak up too so you can collect even live feedback. Um, during the time too, so people can build on that, um, or I’ve seen too is like using a tool to do like a ranking poll. So if you’re posing a decision for your board and say, hey, how much do you agree with this decision right now? Like this is what we’re voting on too on a scale of 1 to 5, you know, do that and and then vote 2 and then you can say, hey, who voted 3 right now? Can you share your perspective in that way too so people get a sense to, you know, hear from. Uh, different ones, so, um, just thinking about like ways to reimagine how you can better inform your board, empower them with the information that they need to make decisions and then lead into discussions to have effective decision making that’s a little bit more inclusive and reducing the dynamics of just a few people making that area. OK, um, what else did you cover in your session that that we haven’t covered here? Uh, that’s a good question. Um, I, we always share, uh, and we’ve done this session a few times. We’ve always shared like some trends or best practices, but I think knowing the NTC audience, everyone is pretty on board with some of this. So we shared a handful of resource, a research resource to just prove and remind ourselves too about how. Uh, there’s studies that show board diversity leads to better organizational performance. There’s, uh, studies that show that DEI, even with the political climate is still more popular and still centered recently, like, uh, a university in Wisconsin I believe earlier this year just did a study saying DEI is still favored, most people are doing it as well, um, or even kind of helping with um. Sharing some state resources too on like uh attorney generals or legal guidances and reminding people like hey this is still important, this is still. Legal embracing really positive for your organization so um and I don’t think any of our attendees or the folks here like question that too however we realize the part of change is we’re getting other people on board, so giving other folks to um a sense to uh be able to uh change our you know minds or or spark that confrontation for them too. nonprofit that you can have the 5, yeah, and then we’ll share the data. OK, 3 things you’re promising now. Yeah, of course. listener, so don’t let yourself down. Oh no, no, not at all. You don’t let your peers down. I wear many hats and one is social worker and giving resources like a key part of my identity. So like I have to bring that up to make sure. OK. You OK? Yeah, great. Thank you so much for having me. Thank you. That’s Jonathan. Founder and chief strategist at Equity Warrior Strategies, thank you very much again. Yeah, thanks for having me and thank you for being with Tony Martignetti nonprofit radio coverage of 25 NTC. Uh, the hall just got quiet, like, uh, it’s still coming down, but there is a lull in the cacophony right now. But no matter, we’re wrapping up our coverage. Thank you for being with us, and we have been sponsored here at 25 NTC. By Heller Consulting technology services for nonprofits. Next week, storytelling with an award-winning crime fiction author. If you missed any part of this week’s show, Swing that mic over here. I beseech you. Find it at Tony Martignetti.com. Being like possessive with the mic, just share. Our creative producer is Claire Meyerhoff. I’m your associate producer Kate Martignetti. The show social media is by Susan Chavez. Marc Silverman is our web guy, and this music is by Scott Stein. Thank you for that affirmation, Scotty. Be with us next week for nonprofit Radio, big nonprofit ideas for the other 95%. Go out and be great.
Fabiana Meléndez Ruiz reminds us of the value of sound storytelling, and how to get your house in order before you go public with your stories. She shares sound advice on the great value of local media and how to build the journalist relationships that will help you get your stories told. Fabiana also reveals startling media consumption trends among Gen Z and Alphas. She’s the CEO of Refuerzo Collaborative.
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Welcome to Tony Martignetti Nonprofit Radio, big nonprofit ideas for the other 95%. I’m your aptly named host and the podfather of your favorite hebdominal podcast. Oh, I’m glad you’re with us. I’d get slapped with a diagnosis of polymyalgia if I had to endure the pain of you missing this week’s show. Here’s our associate producer, Kate, to give you the highlights. Hey Tony, this weekend. Storytelling and local media. Fabian Melendez Ruiz reminds us of the value of sound storytelling and how to get your house in order before you go public with your stories. She shares sound advice on the great value of local media and how to build the journalist relationships that will help you get your stories told. Fabian also reveals startling media consumption trends among Gen Z and Alphas. She’s the CEO of Refuerzo Collaborative. On Tony’s take 2. It’s time to contact your senators. Here is storytelling and local media. It’s a pleasure to welcome Fabian Melendez Ruiz. She is a Venezuelan American communications expert and CEO and co-founder of Refuerzo Collaborative, a Latina owned agency nurturing the stories that reinforce community. Her agency is at Raffuerzocollab.com, and you’ll find them on Instagram at Rafuerzo Collaborative. Welcome to nonprofit Radio, Fabian. Thanks for having me, Tony. I’m excited to be here. A pleasure. I’m glad you’re excited. Thank you. Let’s talk about storytelling. Uh, you, you’re an expert, you’ve done thousands of stories. Let’s just start with the, the value of good storytelling. Why so important? Absolutely. So I, I think we need to start with my background a little bit. So I started, um, Working in PR and I did all of, all of the things. I did food and Bev and, and motor sports, um, and science and book launches, and there was a common thread and that was that I wanted to work with mission driven and mission-oriented organizations. Um, and so I always had the philanthropic bug, right? I always wanted to volunteer and serve on boards, and I did those things. And when I launched Refuerzo, uh, we carved a niche in nonprofits. So that’s, um, I think what would be relevant for a lot of listeners is, you know, why is a publicist on the podcast? Well, I work with a lot of VDs and a lot of boards and a lot of nonprofits. So storytelling is we wouldn’t have you if you did. If you were if you were still working for motorsports and food and beverage, uh, you wouldn’t be on nonprofit radio. You’d be on some, some corporate, uh, corporate PR podcast, but you wouldn’t be on nonprofit radio. So, uh, but we know, we know you’re bona fide because you’re here, but it’s good to share your background too. That’s, that’s fine, yeah, thank you. And um, so, OK, let’s talk about storytelling now. So, when we started working with nonprofits or when I started even before before so, and we started Working on PR campaigns for them. There was a thing that I noticed. And that is, they didn’t have defined stories a lot of the time. So the mission was defined, right? And the values and like the work. But I’m like, that is not the story. That is a, a part of the story. And that’s what should drive the story. But Um, we would have these conversations, and a lot of nonprofits would wonder, well, why aren’t we getting on the news? Why aren’t we being asked to comment about, you know, XYZ when we’re an expert? And I would tell them, well, it’s a storytelling issue because y’all are in a lot of ways, focusing on something that’s a little, a little more self-serving. So y’all are one. To be on the news because y’all want to be on the news versus wanting to be on the news because you have an angle for a particular community issue that is important. And that’s the the importance or that’s where storytelling comes in is it can’t be self-serving, right? Um, really, it has to be because you as an organization. Or as an ED or, you know, whatever, as a program coordinator, have a perspective on an issue that impacts a community that ties into a community issue, and you can tell a story about the impact you’ve done to support in solving that issue, if you will, um, through storytelling. I hope that makes sense. Yeah, well, we’ll have time to flush it out. Yeah, of course it does, and your, your point is, uh, Very important about being, you know, mission centered, right? All the, all the stories are about the mission, of course, but the mission itself is not newsworthy. The, the work, the work around the mission is, but you know, like publicizing your mission statement is not gonna get you anything either in earned or owned uh media. Absolutely. Well, and you have to remember, and you know this, right? Because you work with nonprofits and, and you’re in radio, right? But a lot of people don’t, and they don’t have to, right? Because a lot of EDs or people in nonprofits have other roles that aren’t marketing. But I think it’s helpful to know that, you know, newsrooms are operating very lean. Um, and I don’t think a lot of people recognize that. I think they hear, you know, newspapers are closing, all of these things are happening, but they don’t really digest that. So when you’re storytelling, you have to make sure that it aligns with that particular radio show outlet, you know, newspaper, magazine. And that particular journalist, because they’re getting 500 emails a day, right? So, what are you doing as an organization that is different, that is impactful, that is backed by data, that is backed by people who maybe have been impacted by programs and can speak on it. Um, you essentially have to be a journalist. Or yeah, think like think like one. Yeah. Mhm. OK, uh, cause you’re gonna be appealing to them. Absolutely. Right, OK, um, so we’re, we’re talking about storytelling for, uh, journalist, journalism channels, you know, the news channels, uh, news outlets, not so much social media and, and earned, uh, and earned media or other, other, I should say social media. It’s definitely for both. So I’m starting with um earned or like journalism because that’s where a lot of the crux of my work is. But yeah, I mean, social media is the same thing. I think the issue with storytelling there is that people want to go viral. Um, and I’ve had a lot of nonprofits tell me, well, how can we tell, how can we tell a story so that we go viral? And that is the biggest mistake, right? You don’t, you don’t want to post with the goal of virality, right? Like, virality is, you know, really more of a more serendipitous than that. It kind of just happens, right? Like you can be on top of the pulse of pop culture. Um, but if you post with that intention, it doesn’t happen. It’s very funny. It’s almost like the the least you want it, the more you will get it. So the more you want it, the least you will get it. Yeah, absolutely, that, that shouldn’t be the goal, uh, because it’s, it is, it’s too fickle, uh, like you said, serendipitous, of course, but, but, um, but if we have the right perspective and our expectations are appropriate, and we’d be using the same stories for journalism outlets that we’re using for social uh social outlets and maybe our blog as well. Yes. So the good news about storytelling is that, um, it never dies. So you can recycle that content as much as possible. Um, and really, I think we need to go back a little bit because, um, I think a lot of the storytelling. Workshops that we do and narratives that we do where we rework a lot of that for nonprofits. There’s a lot of internal work that has to happen. So, um, sometimes before we even pitch or help them with social, we have to sit down and have essentially, um, you know, a come to Jesus or, you know, Muhammad come to the mountain situation because Um, you can’t have good storytelling if your house isn’t in order. So we’ve had a lot of situations where, you know, there’s, um, maybe some discontent and a board, and, and that causes everybody to disagree, um, on what the story should be or what they should be doing moving forward, or we come in really with the focus of story. We always come in with the focus of like narrative workshops, but then we find that there are symptoms of other things too, right? Or Um, you know, we’ve had situations where we come in and everything looks to be in order, right? We’re like, OK, we have the story, and then when we actually sit down and are discussing with the board and the ED and everybody, we realized, well, we thought we had the story, and it makes a lot of sense for 2025, for example. But it doesn’t carry the organization for the next 5 years. So maybe there’s um something bigger there where we need to rework the mission or rework like what the actual um What the actual programs are, the services, like it’s, it’s funny how we come in to do marketing and sometimes it ends up being a bit of a bigger project because we want to help with the narrative and a lot of that ties into the narrative and so we end up having to sit down with a lot of nonprofits and say, actually, um. There’s other, other things we need to tweak so it all makes sense. Because storytelling has to align at every level, like we had, you know, a, a nonprofit who um wasn’t getting um Wasn’t getting people to sign up for their programs, um, like wasn’t getting young boys, but they were getting young girls. A lot of girls signing up for this like college program, and they were like, we don’t understand why we’re not getting, you know. Teen boys to sign up. And I was like, well, your messaging says girls. So it was never clear that it was, it was, you know, for teen, you know, at risk in general. It was just, and I’m like, the branding is really, you know, pink and it’s like, you know, I love it because our branding is pink, but if that’s, if that is not what you want, if you want this other target audience, we need to completely Redo the whole thing basically. Um, so it’s always very interesting how storytelling is never just storytelling. Let’s talk more about the the the the house in order before we can start to create narratives and, and, you know, talk about news hooks and things like that, but let’s talk more about what, what needs to be in order before we can find good stories to be telling. I love that question, um, because it’s the hardest, the easiest. So, um, first things first. There needs to be consensus, and I think in nonprofits that’s actually very difficult. At least what I have found is it’s very difficult because Consensus about what by who? What do you mean? Well, I’m we’re we’re we’re about to dive in, Tony. I’m excited. Um, yeah, around all kinds of things. So let’s start here. The mission and the vision. Oftentimes look a certain way when the organization is founded and they have, you know, the founder or the founders of the founding board have a certain like, this is what we want it to look like for the next, you know, however long and then throughout the years or the decades, as there’s different boards and different EDs and it strays further from the founders, maybe the vision changes. Now, part of the consensus building is. If the way that we are carrying out the mission and vision changed. Is that something that happened because it is a natural evolution of the org, or did we lose our North Star at some point? So that’s a question we ask a lot is this is this is pretty fundamental. I mean, if, if the, if the leadership. And the board aren’t aligned around. The, the, the work that the mission statement and the vision call for, this is pretty basic. I mean, that they need, they need some more, they, they need some more foundational consulting before they can start talking about going, going public with their stories. Oh, yeah. Well, and it’s interesting because we see this a lot. We see this a lot, and we will tell them, you know, that is not the work that we do, right? Like we need, you know, we recommend a consultant that we can come in and PR. And I think that’s something that’s really important for us as an agency is to do these things equitably, is to be able to help people and organizations determine like, hey, there’s a, a bigger issue here and we don’t think. In good conscience, I can do PR for you until this is settled, right? But at least organizational development, strategic planning, leadership development. Absolutely. And then there’s other issues, right, that we’ve kind of come in to say we need the house in order before we talk about this. So we’ve had, you know, situations where there was malfeasance, which Happens and nonprofits for unfortunately. Um, and so, you know, cases where money has gone missing or whatever, and it’s like public knowledge, but they don’t ever want to address it. And so part of cleaning houses, we need to come up with some statement because if I’m asking questions about it during this discovery phase where we’re trying. To get everything in order, a journalist on the line is going to ask about it, or someone in social media might comment about it. Yeah, for sure, you’re you’re talking about communications, but it sounds like the crisis is over and they’ve never fully, yeah, they never fully addressed it. Well, yeah, so right, so any any journalist is gonna ask questions about the whether you want to talk about it or not. Yeah. Right, but you’d be surprised how many it works, and I understand, right? I think nonprofits want to be, want to focus on the thing that they do best and that’s serving the communities that they serve. And so sometimes a lot of these, when we come in to help people get their house in order, um. It’s out of fear, right? They’re like, well, what if people lose trust? And I always tell people, or, you know, leaders, people will lose trust if you’re dishonest. Point blank period. But if we’re honest and we address things, There is more forgiveness to be had. And then there’s a more benign, um, more benign versions of like getting the house in order or consensus building. So we’ve had situations where, you know, um, maybe the ED, when they go out to network, talk talks about the org one way, but then we learned that program managers, uh, talk about the org another. Way and it’s all good. It’s all positive. They just have differing messaging in which they’re talking about the impact of the org. And so that’s an easier fix because we get everybody in and we do these like narrative sessions where we say, OK, let’s all come to a consensus as to what we all think. You know, the, the bio of the org that isn’t the mission or the vision, but like how we’re talking about it makes sense. Like, what are the things we want to highlight, what are the impact points that matter, what are the data points that matter? And then let’s come to a definition together so that there’s alignment. And obviously those are um Those are a little bit easier because it’s just tweaking and refining certain things. So that’s usually what I mean by cleaning house. And it’s a spectrum, obviously. There’s the smaller things and the bigger things that we have to escalate, but really I think a good marketing team, which is funny because I think people don’t think that, but a good marketing team is, is. Foundational to any business, I mean nonprofit or for-profit, and should be able to flag things and say, hey, you know, the reason the external messaging isn’t working on social or earned media or what have you, is because of these things that I’m flagging. OK, no, that’s all valuable. You gotta have strong foundation. Before you can go out publicly and and ask journalists to, uh, you know, to promote to promote your work essentially. But people don’t know that, Tony, and it’s, it’s bunker. I mean, it’s it is, right? Because that’s my job. But, and I live in it, right? But you would be surprised or not at how many EDs or or leaders are like, I just, I really want to be on the news and I’m like, you can’t. The messaging is too, it’s too scattered, it’s too messy. Yeah. And OK. And so not only the messaging isn’t. Consistent and, and, and all positive because the house is not in order, but OK, let’s say now we’re past that. now, now don’t we need some kind of a news hook? I mean, a journalist is, is very, very unlikely to just do a general sort of puff piece about your work unless it relates to something that’s timely and topical. Right, so there are. I mean, the good news is nonprofits usually do an annual fundraiser. And so I would say that’s the lowest hanging fruit in terms of a hook. Um, because a lot of local TV alis and radio shows do want to talk about events that benefit the community. So that would be an example of a hook that maybe is a little bit easier to pitch around, um, maybe a fun event like a run or a walk, you know, yeah, galas do get covered, um. You know, there are nonprofits here. We’re working with one who’s doing, um, not a gala. Their annual fundraiser is actually a food passport. Um, so they’re an AAPI organization and they work with the Asian community in, in Austin, and so they do um this really fun food passport where they connect with all the. Asian restaurants in the city, and they put together this like big discount passport and you purchase that and then you go to the restaurants that are affiliates and you get a discount at the restaurant. But again, see, that’s interesting. It’s newsworthy. It’s tied to like a specific cause. Um, they raise funds because they, you know, again, support health in the Asian community in, in Austin. So they do all of these translations in different languages. So that’s something that a reporter would be like, hmm. That’s very interesting. Um, now, in terms of news that isn’t, um, necessarily around an event or anchored around something like that, that’s where, you know, a lot of the cleaning housework really helps because as you’re defining narratives and things you find, um, you may find Uh, topics that are interesting. So this is an example. We work with, um, an organization that is actually like a non, it’s a nonprofit, but they’re like um a membership org, and they work with uh young women in Austin and basically help them develop their um their they help with professional development. And we were pitching around their big gala or their big, you know, award ceremony, and, and it was the, it was honestly a lukewarm reception and it happens from media, um, and we realized, OK, it’s very alumni centered. So this is in an Austin award that um That is open to the public. It’s the people that are nominated or alumni of the work. So maybe that’s why there’s a little bit of a barrier of entry for people to be interested in this particular event. But we went to the event and they had former scholarship winners speaking. And one of them said something that really stuck with us from a storytelling perspective. She goes, You know, I’m really thankful for this org because I went from a GED to a PhD because of their scholarship program. And I said, That’s it. That’s the story. Um, it is timely because there’s a lot of conversation, you know, I mean, we don’t have to get into it, of course, there’s a lot of conversations about, because of the current administration, things are shifting, and so, you know, that does impact scholarship recipients and so to have the story of this. Um, this, you know, she’s a woman now, um, was younger when she got the scholarship, but how she went from a GED to a PhD. I’m like, this is it, this is timely. It’s relevant, it’s interesting. We have the data to back it up. We have the scholarship numbers they’ve given out. Um, and That’s how we came, we came up with that that pitch angle. So really it’s thinking about, you know, what is going on in the news? What is going on in your city? What is going on in the world, and what are y’all doing to kind of move the needle with a particular issue. This is all valuable, uh, Fabiano, because, you know, we’re, we’re focusing on local media. You know, we’re not, we’re not setting our sights to, you know, whatever, the Chicago Tribune, the San Francisco Chronicle, and the New York Times. We’re, we’re talking about local media, local media, smaller, smaller mid-size nonprofits, which is where our listeners are, um, and, and most likely, most of their donors or all their donors are in the local community. And I mean, the community might be a state, you know, it might not just be your local town, but, but we’re talking about local, local media. This is, this is really, this is valuable. um Right. Well, and so many, you know, again, when I come in, people want, you know, their pie in the sky goals are usually like a chronicle of philanthropy or like a CNN. And mind you, we’ve got clients in those outlets, so it’s not impossible, but Um, I believe that local media will never be low brow. This is like a joke I I make because I think people focus so much on like the Washington Post of the world and the New York Times, and the truth of the matter is we need local media because they cover your town and your city and your stories. The New York Times is not going to come in and cover. You know, whatever suburb of I live in Kyle, which is a suburb of Boston. They’re not going to do that. The only time we’ve gotten covered is because we ran out of water. So like, of course that made national news, but it was none of those like more positive stories are going to get covered because they’re focused on things that maybe are going to drive more eyeballs. So, you know, I think local media is incredibly important, and this is kind of my soapbox about we need to preserve it, but also Um, for a lot of nonprofits, it’s what moves the needle. Like we’ve had clients say our gala sold out because y’all got us on a local, you know, several local broadcast shows like we got more donors, we got more program participants, so it is very important. Let’s talk some about building relationships with local media outlets, which means local journalists, before you start pitching. Just getting them to know you, know your work before you’re looking for them to, to, uh, to publish about you. Yeah, so building relationships is instrumental, but sometimes what happens, everybody knows how to network, but nobody knows how to network right is another thing I kind of say. And because I think people do come into it, um, wanting it to be quid pro quo. And you can’t come into it like that. Even, even if the goal is to get them to cover your org, you have to make a genuine authentic connection with that person because they are a person first and a journalist second. So, um, and it’s the same thing with donors, the person first and a donor second, even though we want to get the other way. So, um, when you are out at, you know, a gala, a conference, like out on the town, make True genuine connections with people, find some sort of common ground. Like, I just, I mean, of course, that’s my my job, so I’m a yapper, but I’ll come in, you know, and start talking to people and they’ll say, you know, my daughter does dance. And I’m like, that’s wonderful. Like, what does she do? Ballet? Oh, I love that. I did, I still do point as an adult. And so we find an actual true common ground that builds. You know, a relationship. I also think the follow up is important. So I will meet people at events or I will tell clients like, You met this person, you need to email them the next morning and simply say, it was such a pleasure meeting you. You know, I would love to, I would love to chat more if you’re open to it. Like, you need to follow up because that’s, that’s really where you kind of funnel that relationship in and, and deepen it. Um, a lot of the journalists that we’ve built relationships with was just, Hey, I saw your pregnancy announcement. I’m so excited for you. You know, like emails like that, that became texts later, that now, you know, they’re they’re kind of on call. Now, mind you, I will say this, the relationship will not save you if the story is bad. So, the way to keep these relationships primed is one, Keep it authentic always. Like, these are not your friends, but also do not send them garbage stories. Send them good stories, really think about what you’re pitching. And that’s a great way to get them to call you. Like, we reached the point where I’ll get, you know, a local outlet that’s like, Hey, here’s our editorial calendar for the next 6 months. Like, do you have nonprofits that want to come on and talk about that? And that is golden. That’s how they’re like, OK, like we trust you because we, you know, we go to happy hour together, but you also never give us bad story. It’s time for Tony’s take two. Thank you, Kate. The federal budget proposal uh passed the House last week and is now in the Senate, so it’s time to contact your US senators. Importantly, something that was very bad, one of the many very bad things in the bill for our nonprofit community, got taken out. In the house that was the provision that the Secretary of the Treasury could unilaterally designate individual charities as terrorist supporting organizations and there was no way to appeal that so that got taken out in the house so our voice counts they didn’t, you know, Republicans have the majority and they didn’t just do it because they felt like it they did it because. People who support nonprofits, us included, spoke up. So that’s very good. So, now that, uh, that bill is now, as I said, it’s in the Senate. A few points that you want to make with your senators when you call or email. You want to keep that provision out. Remember that was the provision you may remember from last year it was House Resolution 9495. Well, it got put into the, the budget bill and as I said, it got stripped out in the house, so we wanna keep that out. So you just want to let your senators know it’s important to keep out that. Designation power that the Secretary of the Treasury had to designate charities as terrorist supporting all right? Also, the, the individual attacks on, on, on charities like on Harvard University, Columbia University, the Corporation for Public Broadcasting, National Public Radio. Our nonprofit community is strongest when we are standing together and that means standing for each of our members of our community and it doesn’t matter if it’s Harvard University with the largest endowment of all the charities probably in the world that $50 billion dollar endowment doesn’t matter. When they come for Harvard and they come for Columbia. And they’re successful, then what’s the 3rd domino after those 1st 2? And how easily is that gonna fall, and where is your charity or your sector? You’re part of our community in the line of dominoes, so it doesn’t matter that it’s the wealthiest charity. We don’t like the cuts against Harvard, Columbia, and also the Corporation for Public Broadcasting and National Public Radio. Those 4 members of our nonprofit community have been singled out for defunding. And as I said, you know, after those 4, where is the 5th domino? Is that you? Are you the 5th domino? We all have to stand together. So there’s a couple of talking points, you know, generally you could remind your senators when you contact them about how important the work is that all the nonprofits in the country do, and you could target your own specify your own work if you wanna highlight that as well. All right, we’re in this together and we are strongest when we stand together. So I urge you to contact your two US senators. Uh, if you don’t know who they are, you don’t know how to contact them, just Google, who are my senators. The first link is a link to a government website. You put in your state, uh, in the poll down, and your two senators pop up, right? Google, who are my senators? Please reach out to them. Support the community. We’re in this together. That is Tony’s take too. Kate. Although they’re going after these like big corporations, you might tell yourself like, oh, they’re not gonna come after me, they will come after you. Like it starts with the top and then they work their way down and they they will. Yeah. Uh, yeah, and they’re all charities, and all the charities, all the nonprofits are vulnerable. So that’s why we each have to stand up for All of us, each of us. We’ve got Bou but loads more time. Here’s the rest of storytelling and local media with Fabian Lalendez Ruiz. I love the relationship will not save you if the story is bad. It won’t. And, and, you know, it’s, it’s like that with friends that you have normally too, right? Like how many good friends do you have that are like, Tony, you’ve told me this like 1000 times. Like I’m kind of sick of it. Yeah, actually my friends do say that, yeah, um. My, my few. So yeah, uh, you know, you can’t be pitching them every week or even every month, you know, your board meeting is not in a newsworthy event. Uh, you know, yeah, so you have to just manage expectations around the relationship. They’re not your journal, they’re not your publicist. They’re still a professional journalist. They’re still interested in what’s newsworthy, but, you know, everything that you think merits. Publicity doesn’t mean that. The, the broader world or anywhere the world outside your office is gonna be interested. Right. Well, and I also, this brings me to news shocking. I do want to talk about news shocking because that’s something people may not be, you know about it, but people may not be familiar, so. News shocking essentially is when there’s some sort of breaking news or a hot topic in the news and you leverage that to pitch your or, right? So, um, here’s the thing, here’s the caveat with that is, people abuse that and then it becomes either really insensitive really quickly or really frustrating for the journalist. Um, so you have to have a modicum of self-control with news jacking. Not every news jacking opportunity is relevant. But, you know, for example, we had an organization that works with um Latinos voting in Texas and so a lot of their Areas of expertise are helping Latinos in terms of civic engagement but also immigration issues and things like that. And so when um in you know January through the last couple months when there were all these administrative changes around immigration that were going to impact people, we started news jacking and we simply sent an email to like Politico and The Hill and all of the ones that were covering this and even local affiliates saying, hey, we represent this org. They can speak about this area of expertise or available to comment. And because of that, we got, um, I believe it was the Associated Press was like, hey, I’m actually writing a story about Like immigration, does the ED want to comment? So, we were very responsible and very strategic about the news hacking because it was, you know, we’re dealing with human lives, right? So, I think sometimes people get excited news hacking, like, there’s people who, you know, you can imagine, and journalists don’t love that because it seems very insensitive. And also like, why are you pitching me this thing that has nothing to do with like People dying. Um, so we were very strategic about it and it it paid off, so news shocking is fantastic, but again, we have to be very careful with it. Yeah, the messaging needs to be appropriate. Sure. All right, um. You, you, uh, Say that nonprofits should operate as businesses with experts. And not just Organizations focused on the social good. What what do you want us to take away from the corporate side? You know, um, not all of them, right? I don’t want to generalize, but a lot of businesses on the for-profit side do really well in terms of narrative building because they tout their leaders as experts, right? So, um, they are on MSNBC and stuff all the time talking about the market or, you know, whatever, because Because they’re seen as experts now. Whether they are or aren’t, that’s not my call. I focus on making sure our nonprofit experts are actually qualified to speak on things. So, really, you know, I’m a softy and I love the soft side of nonprofits, so that is not an issue for me. But I think for, you know, um, donors or even like the media, sometimes they need someone to come in and be more data-driven, more impact driven, and speak as an expert, as an authority on a thing. So I think nonprofits should balance the, um, how much they leverage like the softer side of things and how much they come in and say, hey, actually, I’m an expert in this topic. I’m qualified to speak on this thing, and, um, that is what we’re wanting to speak about. And usually when we pitch experts in that way, like we say, OK, yes, she’s an ED but she’s a certified clinical social worker, or yes, she’s an ED. But she’s, uh, she has a PhD in education and can speak about education. It goes a lot further than just, and I don’t, I don’t mean just as injust, right? Cause I think the impact is important, but it goes a lot further than just like, they helped 10,000 kids go to school. Cool, but like, what is she actually an expert? Yeah, well, uh, child development, uh, the, the benefits of early, early intervention, uh, the benefits of early education, uh, the benefits of structure and early ages, you know, yeah, so yeah, it’s it’s unfortunate. Go ahead. Well, and I was gonna say that’s, you’re absolutely right because what happens is a lot of EDs and leaders, those people lose themselves in the org, right? And it should be, again, it should be a balance of, we have this amazing impact, we have these amazing programs, but also I myself am an expert and that’s why I’m at the helm of this org, because I can speak on this thing. And I think that’s what we can learn from for-profits in that, in that case. But, um, what were you gonna say? Um, that, uh, it’s unfortunate that, you know, the thinking is, well, she’s an executive director, but like that’s a, like that’s a negative, you know, being an executive director or anywhere leadership in, in a nonprofit is a, is a, is disadvantageous is it means they’re unaware, you know, but we can overcome that. Negative stigma and stereotype because she has a degree or because she’s worked in the field for so 25 years, you know, nonprofit leadership is expertise in in the area. It’s acquired over decades, um, it’s leadership, it’s, it’s drawing people to the cause as, as investors call them donors, but they’re all, they’re investors as well. Um, it’s, it’s hiring and retaining. Talented people to work with the, the program, whatever, whether the program is humans or animals or the climate or or water, you know. So it is, I mean, that the it it subsumed in being a CEO or executive director is expertise. I think it should be more like she’s an executive director and she she can speak on this topic that’s, you know, water, she can speak on water quality or food deserts or, you know, whatever it might be, whatever the, whatever the new jacking situation is. Absolutely. Well I think a lot of the issue, Tony, is, and this is my personal opinion, just based on the orders I work with, there is a crisis of empathy, and I think we’ve been in a crisis of empathy for a long time, um, where people see the softer jobs as less valuable than, say, a CEO. But again, when I come in to work with orgs, the first thing I tell the board or whomever’s in that prelim meeting is, the ED is a CEO. Yeah, so we, we need to treat it in this way. Yeah, I, I prefer the title CEO president or uh or executive director, um, but because it establishes chief executive officer, yeah, but the hypothetical person you’re you’re suggesting like shouldn’t shouldn’t even be on a nonprofit board. If they think they think nonprofit leadership is lesser than corporate leadership, I mean, all the things I mentioned, plus I didn’t even mention financial management is, is balancing budgets and budgeting and forecasting just, just the way corporations do. So, you know, that’s bullshit if, if they’re looking down at the CEO, uh, they don’t belong on a nonprofit board. But and it’s not even, you know, there’s a very, very small percentage, I think, of boards where I’ve had to come in and say, uh, the CEO does not work for you, right? Because there are some that think they can boss the ED around, but that’s neither here nor there. But even, even outside of nonprofits, like, there are, there is, I believe, uh, a belief that these leaders are somehow, I don’t want to say less capable, but are somehow. You know, because it’s a softer, perceived as softer, there’s something lacking, and it’s, it’s very interesting to me because I don’t see it that way at all. And, you know, do you find this in uh in journalism circles? Not necessarily journalism. I think that’s the perception of um. Regular people. So people are involved in the world, and I think that is important though, it’s important to have a barometer of those things because I think engaging the community is important. I think community education is important and a lot of the work we do as a, not even with clients, I mean, yes, but as us as a PR agency as an authority is talking about. The importance of these organizations and how you can see a nonprofit and think it’s soft, but they do a lot of technical work, a lot of things that are valuable, and they uphold a lot of the things that we need in society. So, you know, I, I always think it’s important to discuss because I’m like, no, this is what people think and it And it’s bananas because it’s sometimes it could even be people who benefit from the programs who are like, well, I don’t know. I don’t know if nonprofits are actually, you know, like, good. Um, but again, it goes back to storytelling and how we’re telling stories and how we position leaders and, and, you know, how we build public trust. Yeah, that’s all, that is all essential. Um, and especially now I think with this administration, you know, Elon Musk saying nonprofits are a Ponzi scheme, people just get rich and then they retire, you know, all these. Not even stereotypes. It’s more it’s talking about bullshit. It’s just nonsense and totally reflective of the, the cadre of. People who are, you know, if you want to talk about the soft side, that means they’re passionate, that means they have a passion for the work that goes deeper than, uh, earnings per share and, and stock price and, you know, buybacks and, well, that’s buyback is not a measure of financial stability of a company, but you know, earnings per share and, and, and profit and quarterly. Um, quarterly quarterly metrics that are all financial. There’s a passion that goes beyond all that. So that’s what I would call the soft side zeal for the work. Absolutely, and I think that there’s a level of strength. And that is immeasurable when you’re a leader that is OK with putting yourself in the line of fire. Which a lot of nonprofits end up being, especially, you know, currently, I think there’s a lot of strength. That is or isn’t so, you know, but it shows so much passion to say, I care so much about the mission. That even if, you know, someone picks on me specifically and and is trying to defend us, like, I will fight it tooth and nail, right? And, and I think that that strength, then it shows so much about the, the level of, of care and and level of the work. But yeah, I mean, ultimately, that’s why I’m so. passionate myself about positioning these nonprofit leaders as, as experts because I’m like, this is how we have to cut through the disinformation because people don’t know. All right, well, there’s some work to do on the, on the public side. So much of, well, uh, you know, I. I see some outside the nonprofit community, but so much of my contact is inside the nonprofit community that’s you you get into your own echo chamber and, uh, you forget what perceptions are and they’re and perceptions are being hurt as the community gets. Defied and dismissed as Ponzi scheme. All right, let’s bring it back to, well, this is all related though. This is all you, you, this is all related to journalism and and media and storytelling because our stories need to overcome the perception of weakness and squishiness. That, um, that the public may feel about our about our work and the, you know, the, the, the, the luxury of it and because they don’t understand what how basic so, so much of the work is. Absolutely. Well that’s why I always say, I always tell clients, arm yourself with data. Arm yourself with data, because, um, if you want to fight this misconception that soft is bad, you need to have the data to back up that soft is good, right? That the work and the passion has had an impact. And mind you, a lot of nonprofits already do that, but you’d be surprised at how many, you know, haven’t like checked their numbers in 2 years. And I’m like, Guys, we need to, we need to Really, really like being meticulous about the data, but this is where storytelling comes in comes in as well, because journalism’s journalism’s journalists really do like the data. So that’s where that really shines. But the general public likes the storytelling. So like there is this component of storytelling in the journalism side, but if we’re talking about public perception, that’s where you need storytelling. Um, and you know, you and I are on social, so we’ve seen when you try to talk to someone and dispel something with data, they’re like, show me your sources or whatever, which is fine, but again, that’s not what’s getting through to the general public. The general public wants stories. So storytelling, I think is essential in a lot of ways, and you can pull different levers for different audiences, right? Like you can tell a story that’s more data heavy for a journalist and tell a story that’s maybe a little more, uh, emotionally driven for social media or for the general public. So that they understand ultimately what the work is. What more do you want folks to know about storytelling? And, and working with media that uh we haven’t talked about yet. Um, I think something that’s really important to note is there will be, you know, moments of, um, where the fire hose opens and then moments where it seems like you’re in a drought. And, um, what I mean by that is we have times where, you know, we, we work on a pitch and then that kind of takes off and a client is getting like 7 interviews and then they’ll start going live. Um, and it feels really exciting. And then that kind of stops for a little bit, and the client is panicking, and they’re like, What does this mean? And the work never stops. Like, we’re always pitching, but that just means, OK, like, you had your 15 minutes in a lot of ways for this segment of media. Let’s focus on social for a little bit. Let’s maybe, let’s see if there’s something you can talk about, or let’s write a blog, or like, what does the newsletter look like? So, the work never stops. It just changes medium. And we all change medium all the time, right? Like, I, I still watch the news. I have subscriptions to newspapers because that is my job and I like it. But, um, sometimes I get tired and I’m like, I need to get on Instagram or I actually want to watch TV. Um, so just as we change our own mediums in our lives, you know, nonprofits need to be agile and, and just and pulling levers at different times. And just because your local news isn’t covering you all the time doesn’t mean there isn’t a story to tell, just, you just have to find where to tell that story. Brilliant. Do you, do you still read um physical newspapers? I do. I do. Yes, and physical magazines. I have a whole stack behind me in that shelf down there, but, um, I grew up. So, like, I have fond memories of waking up every morning and my parents reading the news like physical newspapers at the breakfast table until I do that. Um, and if I can’t, for some reason get the physical edition, or they don’t give send it to me, I have the, the like physical on my iPad. Which is still, you know, and it’s funny because I think that there’s a level of education and PR that is going away, or like a level of knowledge, because I’ll, I’ll tell, you know, interns, Oh, this is above the fold news. And they’re like, What does that mean? And I’m like, right. Um, and it’s still a term that is used, but I think the The um origin is now lost, whereas I’ve had to physically show them a newspaper and say this is above the fold. So yeah, I mean, I think there’s there’s lots of instances of that, you know, lots of things that are. Current and popular now relate to the past. I mean, I, I look at my phone, my cell phone has an image of a, of an old kind of phone that you used to hold up to your, you know, the icon is a phone that you used to hold up to your head and had a wire attached to it, you know, nobody under 40 knows what that means, I don’t think. When we’re seeing a resurgence of physical media, um, so Gen Z and Jan Alpha do want subscription, like physical subscriptions. They want CDs, they want DVDs, like, yeah, yeah, like magazine and newspaper subscriptions. Yes, we’re seeing a resurgence. Because I think um people are tired of the fickleness of like the new subscription models. So, you know, having Netflix, but it goes up $30 every 6 months on a whim, and you don’t own any of those movies and so we’re seeing. Uh, younger generations return to physical things, like tangible things. A lot of them are giving up iPhones for flip phones. A lot of them are getting landlines installed. A lot of them are going back to malls, they miss physical shopping. So, and I’m very, I mean, again, I read physical newspapers, so I’m very pro own the things that you buy. Um, otherwise they go away, right? Like, and they’re never seen again. They’re in the Disney vault forever. So, um, own, you know, we’re getting a VHS because we started collecting VHS’s again and we watch them. So the physical media back, and I think that’s, yes. This is very interesting. All right, I, I, I am not aware of this at all, Fabian. Um, younger folks going back to DVDs for movies and, and physical subscriptions delivered. Newspapers and magazines. Yeah. I think we all got tired of, I think we all got tired of everything being so ephemeral. I understand that’s the same reason that I at 63 years old. Uh, baby boomer, but young, young baby boomer, young. It’s very important to know that. Um, I, I have a collection of a couple 100 DVDs that the movies that if I want to watch them. I’m, I don’t feel like waiting until they show up on, um, on Prime again where I don’t have to pay $4 for them. I wanna watch, I wanna watch. Well, my most recent one was, um, Citizen Kane. I want to watch Citizen Kane tonight, and I don’t want to have to go shopping around for it. And if it’s not on any of the services, then I don’t get to watch. Uh, no, no, I wanna watch it tonight. So that’s one of the couple 100 movies in my collection that are just essential when I want to watch them, I can. When it it goes to this idea, also there’s a little bit of um revisionist history happening with a lot of media where You know, I, I work on the PR side where if I don’t have the physical thing, the links will disappear. So if I don’t clip them, if I don’t get the physical subscription and a client was in a magazine or a newspaper, and they say, Oh, don’t worry, it’s also on digital, that’s cool. But sometimes websites get scrubbed and those links disappear and it’s like it never happened. So that’s, you know, my professional reasoning, but on my, in my personal life. You know, I love film. I’m like a big film person, and I’ve noticed that sometimes films get altered. Like the version on Prime, they changed certain things because they were like, Well, you know, and I get it. Like I understand it, the, the theory of why that’s happening because they’re like, Well, it was made at a certain time and maybe certain things aren’t appropriate, but I’m like, Yes, but also it’s it’s not the same thing. Now, now it’s the Amazon redux version, which, which I’m not at all interested in. No, it’s not the same. Yeah, but of course things have evolved. Times have changed, but the movie, the way it was made, that’s, do you have, can you, is it possible for you to name a favorite, can you name a favorite movie? Or is that, that’s, it’s too hard? No, I can name a favorite movie. Um, I’ve been watching a lot of black and black and white films right now, and, um, I just watched Mildred Pierce and I realized how much I love Mildred Pierce and how much I love that movie, um, and I just rewatched the original, um. The portrait of Dorian Gray, and I forget that that one was, um, it’s black and white, but every time they show they show the portraits in color, and I really love that, uh, because I think it’s a beautiful use of technicolor. I yearn for technicolor personally. I think movies now are too dark. Um, there’s not a lot of saturation or like beautiful colors, and it’s funny because directors say we’re aiming for authenticity, and I’m like, you can be authentic and still have some sort of color saturation. OK, right. If you like, um, picture of Dorian Gray, have you ever seen Sunset Boulevard? Yes. OK, you have, you know it. OK, good, good. Um, all right, very interesting, very interesting information about, uh, you’re talking about Gen Z, I guess, Gen Z and alpha. Which goes after Gen Z, yeah, they, they’re bringing, so there’s a statistic that like 29% of them now shop in store, so they’re reviving malls. We’re going back to mall culture because they want to hang out in a third space, um, but then, you know, there’s other grim statistics like 50% of them say that their career aspirations are to be an influencer, so, you know, balance. Mm. All right. Yeah, um, I’m focusing on the positive. They wanna be, they wanna be with people in real life. They wanna see their friends in real life. They don’t just want a game with them. Right. OK. That’s all very interesting. You wanna leave us with um just like a little wrap up, a little motivation. Reminder about storytelling and its value and local media, you know, tie it all together. You’re the expert. Absolutely nonprofits are doing incredibly important work. And the best way to thrive and survive during these uncertain times is to tell your story. Fabiano Melendez Ruiz. She’s CEO and also co-founder of Refuerzo Collaborative. You’ll find the collaborative at Raffuerzo Collab.com and also on Instagram Rafuerzo Collaborative. Fabian, thank you very much. Thanks for sharing everything. Thanks for revealing some things about uh Gen Z and Alpha that I had no idea of. Thank you very much. It’s a real pleasure. Yes, you too. Thank you. Next week, consciousness and intentionality in work and retirement. If you missed any part of this week’s show, I beseech you. Find it at Tony Martignetti.com. Our creative producer is Claire Meyerhoff. I’m your associate producer Kate Martignetti. The show’s social media is by Susan Chavez. Mark Silverman is our web guy, and this music is by Scott Stein. Thank you for that affirmation, Scotty. Be with us next week for nonprofit Radio, big nonprofit ideas for the other 95%. Go out and be great.
Peter Shankman is a 5x best selling author, entrepreneur and corporate keynote speaker. His book “Zombie Loyalists” focuses on customer service; creating rabid fans who do your social media, marketing and PR for you. Peter’s book isn’t new, but his strategies and tactics are timeless. This originally aired 12/19/14.
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And welcome to Tony Martignetti nonprofit radio. Big nonprofit ideas for the other 95%. I’m your aptly named host and the pod father of your favorite abdominal podcast. Oh, I’m glad you’re with us. I’d suffer the effects of brom hydros if I had to walk through the idea that you missed this week’s show. Here’s our associate producer, Kate to introduce this week’s show. Hey, Tony now I’m on it. It’s zombie loyalists. Peter Shankman is a five time best selling author, entrepreneur and corporate keynote speaker. His book, Zombie Loyalists focuses on customer service creating rabid fans who dear social media marketing and pr for you. Peter’s book isn’t new, but his strategies and tactics are timeless. This originally aired December 19th 2014 on Tony’s Take Two. How’s your endowment were sponsored by donor box, outdated donation forms, blocking your supporters, generosity, donor box, fast, flexible and friendly fundraising forms for your nonprofit donor. Box.org here is zombie loyalists. Peter Shankman is a well known and often quoted social media marketing and public relations strategist. His latest book is zombie loyalists. He wants you to create rabid fans who do your social media marketing and pr for you. He’s got super ideas and very valuable stories. I’m very glad Peter Shankman is with me in the studio. He’s the founder of Harrow, help a reporter out connecting journalists with sources in under two years from starting it in his apartment, Harrow was sending out 1500 media queries a week to more than 200,000 sources worldwide. It was acquired by Vocus in 2010. He’s the founder and CEO of the geek factory, a boutique social media marketing and pr strategy firm in New York City. Peter is on nasa’s civilian advisory council. You’ll find him at shankman.com and he’s at Peter Shankman on Twitter. His latest book is Zombie Loyalists using great service to create rabid fans. I’m very glad his book brings him to nonprofit radio and the studio. Welcome Peter. Good to be here, honey. Thanks. Pleasure you um live on the uh on the west side of Manhattan. I do. And you, there’s a, there’s a pretty well known five star steakhouse. Uh I’ll get Wolfgang’s not far from you, but you pass it to go to a different steakhouse. Morton’s correct. Why is that? I am a zombie loyalist to Morton’s. What does that mean? I uh love the service, the attention to detail, the quality, the, the sort of where everyone knows my name mentality. When I walk into that Mortons or any Mortons around the world, they have a tremendous uh custom relationship management system uh when I call one number uh in New York or anywhere in the world, it, it, they know who I am by my cell phone and uh I’m treated with uh just, you know, phenomenal uh uh happiness to, to hear from me and, and my wishes are granted as it were. I, we have a happy hour uh holiday party coming up at Morton’s next couple of days. And uh you know, as always, I forgot to call and make a reservation and, you know, I called yesterday and said, hey, I need a, uh, any chance I get a reservation for seven people, um, you know, Thursday night at, uh, 7 p.m. which is, you know, the, the week of the holiday party. And, uh, they looked and they said, oh, well, and then I guess their computer system kicked in, of course, Mr Shankman. Not a problem at all. We’ll get that for you right away. You know, we’ll have, we’ll have a great booth for you. Um, you know, and we’ll, we’ll, uh, tell us the names of the people attending, you know, you know, you know, they’re gonna have specialized menus for them and with their names on them. So they really, they have a really high level of service that, uh, that they provide. Not just to me that’s the beauty of it. I mean, you know, it’s one thing, yeah, it’s one thing if they just provide it to me, but they they do that for everyone. And, um, that is huge because, you know, being able to call when a normal person makes a reservation and, and not that I’m special, I’m actually rather abnormal. But, um, when a normal person makes a reservation and says, uh, you know, Morton says, ok, great. Are you celebrating anything? Oh, yeah, it’s my wife’s birthday. They always ask anyone who calls. I said, oh, you know what, it’s my wife’s birthday. Great. What’s her name? Her name is Megan or whatever. And you go in and they um and you sit down on the, on the, on the uh menu, it says Happy Birthday, Megan and then Megan, whoever she happens to be will spend the next 45 minutes, you know, taking 50 selfies with her menu and, and, and that’ll go online and then when her friends, you know, want that same experience, they’re gonna go Morton’s. You say uh in, in the book you get the customers you want by being beyond awesome to the customers you have. And that’s why I want to start with that Morton story which is in the middle of the book, but they do it for everybody and then they have the VIP S as well. And there’s the terrific story of you tweeting. Go tell that story. That’s a good story. It’s a good story. I love stories. I, I was flying home from a day trip to Florida and was exhausted and starving and, um, day trip mean you’re flying down, I flew down at 6 a.m. at a lunch meeting, flew back the same day. You know, one of those, one of those days. And, uh, I jokingly said the tweet, hey Mortons, why don’t you meet me at Newark Airport when I land with a poer house in two hours? Ha ha ha, ha, ha. Um, you know, I said it the same way you’d say, hey, winter, please stop snowing things like that. And I landed, uh, find my driver and sit next to my driver is a, uh, is a, a waiter in a tuxedo with a Morton’s bag. Uh, they saw my Tweet, they, they put it together, they managed to bring me a, uh, a, uh, steak and, and, you know, as great of a story as it is. That’s, that’s, it’s a great stunt and it’s a great story and it wasn’t a stage and it was completely amazing. But, you know, that’s not what they’re about. They’re not about delivering steaks to airports. They’re about making a great meal for you and treating you like royalty when you come in. And, you know, I, I, if they just did that, if they just delivered the steak at the airport, but their quality and service sucked. You know, it wouldn’t be a story. He said, oh, you know, look what they did for Peter, but I, you know, my steaks cold, you know, so what it really comes down to is the fact they do treat everyone like kings and that’s, that’s really, really important because what winds up happening is you have a great experience at Morton’s and then you tell the world, you know. Oh, yeah, great dinner last night. That was amazing. I would totally eat there again. And as we move to this new world where, you know, review sites are going away and I don’t, I don’t need to go to Yelp to read reviews from people. I don’t know, you know, if they’re shills or whatever the case may be, I don’t know, or tripadvisor, same thing. I want people in my network who I trust and, and people in their network who they trust and then by default I trust. So that’s gonna be, that’s already happening automatically. You know, when I, when I land in L A and I type in steakhouse, uh, you know, not me. I know, I know where the steakhouse are in L A but if someone types into Google Maps or Facebook steakhouse in Los Angeles, you know, they’ll see all the steakhouses on a Google map. But if any of their friends have been to any of them, they’ll see those first. And if they had a good experience, only if the sentiment was positive, will they see those first? And that’s pretty amazing because if you think about that, the simple act of tweeting out a photo. Oh, my God. Thanks so much, Mortons love this. That’s positive sentiment. The network knows that. And so if you’re looking for a steakhouse, you know, and your friend six months ago had that experience. Oh my God, amazing steak. This is a great place there. The sentiment is gonna be there and, and, and the network will know that the network will show you that steakhouse because you trust your friend. And this is where we start to cultivate zombie loyalists through this, through this awesome customer service of the customers. You, you have, uh say more about zombies. I mean, you have so many companies out there who are trying to get the next greatest customer. You know, you see all the ads, um, you know, the, the, the, the, the Facebook post, you know, we’re at 990 followers, our 10, our 1/1000 follower gets a free gift. Well, that’s kind of saying screw you to the original 990 followers who you had, who were there since the beginning? We don’t care about you. We want that 1000. You know, that’s not cool. Um, the, the, the companies who see their numbers rise and who see their fans increase and their, their, um, um, revenues go up are the ones who are nice to the customers. They have, hey, you know, customer 852 it was really nice of you to join us a couple of months ago. How, you know how are you, we, we noticed that you posted on something about a, uh, you know, your car broke down. Well, you know, we’re not in the car business but, you know, you’re, you’re two blocks from our, our closest, uh, outlet or whatever and, you know, once you, if you, if you need to come in, have a free cup of coffee, we’ll use the phone, whatever. You know, those little things that you can do that, that, that really focus on the customers you have and make the customers, you have the ones who are the zombies who tell other customers how great you are. And this all applies to nonprofits certainly as well. I mean, the, the, but even more so, I mean, if you, you know, nonprofits are constantly worried about how to, how to make the most value out of their dollar and how to keep the dollar stretching further and further. And, uh, you know, you have this massive audience who, who has come to you, who’s a nonprofit and who said to you, you know, we wanna help here, we are volunteering our help and just simply treating them with the thanks that they deserve. Not just a simple, hey, thanks for joining car, but actually reaching out asking what they want, asking how they like to get their information, things like that will greatly increase, um, your donations as well as, um, making them go out and tell everyone how awesome you are. And letting them do your pr for you. And that’s what a zombie loyalist does. And, and this is for, this could be, donors could be volunteers to the organization who aren’t able to give a lot. But giving time is enormous. And if, you know, if they have such a great time doing it, they’ll bring friends as, as zombies. Do you know, zombies have one purpose in life. Real zombies have one purpose in life that’s to feed. It doesn’t matter how the Mets are doing. It doesn’t matter, you know, because a chance that they lost anyway. But it doesn’t matter how, uh how anyone’s doing, you know, or what’s going on in the world economy. It doesn’t matter what matters with a zombie. Where are they gonna get their next meal? Because they feed and they have to infect more people otherwise they will die. Zombie loyalists are the same thing. All they have to do is make sure that their custom, they, they tell the world and we all have that friend who does it. You know, that one friend who eats, eats nothing but the Olive Garden because, oh my God, it’s greatest breadsticks everywhere. You know, and they will drag your ass to the Olive Garden every single time they get that chance. That’s a zombie loyalist. And you want them to do that for your nonprofit. And there’s, there’s a big advantage to being a smaller, a smaller organization. You could be so much more high touch and we’re gonna talk about all that. We got the full hour with Peter Shankman. We gotta go away for a couple of minutes. Stay with us. It’s time for a break. Open up new cashless in person donation opportunities with donor box live kiosk. The smart way to accept cashless donations anywhere, anytime picture this a cash free on site giving solution that effortlessly collects donations from credit cards, debit cards and digital wallets. No team member required. Thus, your donation data is automatically synced with your donor box account. No manual data entry or errors make giving a breeze and focus on what matters your costs. Try donor box live kiosk and revolutionize the way you collect donations in 2024 visit donor box.org to learn more. Now back to zombie loyalists, Peter, it doesn’t take much to uh stand out in the customer service world does it, it really doesn’t, you know, and the reason for that is because we expect to be treated like crap. You know, if you think that III I love this example. Whenever I give speeches, I ask, I ask everyone in the audience, I’m like, who here has had a great flight recently? At least one person will raise their hand. I’m like, ok, what made it great? And without fail, their answer said, well, we took off on time and, and I had the seat I was assigned and we landed on time and like, so you paid for a service, they delivered that service and you’re over the freaking moon about it. Like, that’s the state that we’ve become. You know, that’s how bad customer service has been that you are just beyond thrilled that they did exactly what they said they were gonna do with nothing more, less than 20 minutes in the post office line. And I’m ecstatic. Exactly. You know, it’s, it’s so, we really are at a point where we only have to be one level above crap. I, I’m not even asking my clients to be good. Just one level of crap. You know, if everyone else is crap and you’re one level above that, you’re gonna win. It’s my favorite, one of my favorite jokes. Um, the, uh, the two guys are out in the woods, hunting out in the woods and the, or just jogging out in the woods. The first one sees a, a bear and they see this bear and the bear is raised up and he’s about to strike. And the first one, you know, reaches down and tightens up his, his laces on his running shoes. And the second one says, dude, don’t be, don’t be, don’t be an idiot. You can’t run a bear. And he says, I don’t need to, I just need to outrun you. You know, I love that joke because it’s, it’s so true. That’s the concept. You know, all you have to do is be just a little bit better than everyone else and, and you’ll win the whole ball game. Now, we have to set some things up internally in order to have the, the structure in place to create these, the zombie loyalists. Yeah. I mean, you have a, you have a company where the majority of people in your company are afraid to do anything outside the norm. You know, I mean, look at, look at a cell phone company, you know, they, you call them because you have a problem right AT&T or T Mobile, you call them, you have a problem. They are actually the customer service people that handle your call are actually judged and rewarded based on how quickly they can get you off the phone. You know, not on whether or not they fix your problem, but how fast they can get you off the phone, which means how many more calls they get. I remember I worked, uh, when I worked in America online, we all had to do a day of customer service every month just to see what it was like, which I thought was a brilliant idea. But, you know, again, it’s this, it’s, it was a system called V I where you’d sign on and as soon as you signed on, if you weren’t in a call, you know, that was tacked against you. And if you were in a call and, and it went over a certain amount of time, that was tacked against you. So the decks were stacked not in the favor of the customer. There are some companies out there who allow their customer service employees to simply be smarter about what they do and do whatever it is they need to do to fix the problem. Um You know, my favorite story about this is Verizon Wireless. I, I went overseas, I was in Dubai and I landed in Dubai and I turned on my phone, I had gotten global roaming on my phone which, you know, 20 bucks for every 100 megabytes. Ok. So I land and I turn on my phone and it says, um, uh, like before I’m even off the plane, I get a text that you’ve used $200 in roaming charges. I’m like, what the hell, you know, $300 by the time I get off the plane, I’m like, something’s up here. So I call Verizon and a nice guy answered the phone and, oh, yes, I mean, you know, the first thing is it was, yes. So you do have global roaming but it, it doesn’t work in Dubai. So I’m like, ok, well, that’s not really global, that’s more hemispherical roaming I think is, is the issue. And um, so he, uh I said, well, look, I’m gonna be here for a week. I said, you know what? You have my credit card on file bill me like, I don’t know. Can you bill me like 1000 bucks and just let me have the phone for like the week and you know, that, you know, or 500 bucks, I won’t go over two gigs. Well, just do something for me. Sorry, sir. I’m not authorized to do that. Um, you can, I’m like, so what do I have? He’s like, well, you can pay, uh, $20.48 a megabyte. I’m like, I’m sorry, seriously, which equates essentially to, I would be charged $20.48 seconds, $20.48 for every, I think at the time for every four seconds of the video, Gangnam style if I decided to watch it on my phone, like this is pretty ridiculous. So I simply hung up, hung up on Verizon. I went down the street to the Dubai, the mall of the Emirates, which is the largest mall in the world. Has a freaking ski slope in it. And I’m not joking. It has a ski slope in this mall and uh went to one of like the 86 different electronic stores in this mall. Uh bought an international unlocked version of the same exact cellphone. I have went next door to the local uh SIM card store, bought a SIM card that gave me 20 gigabytes of data and 1000 minutes of talk for $40. I then put that in my phone because it’s an Android phone. I simply typed in my user name. And password for Google and everything imported. And Verizon did not get a penny on that trip. Um, how easy would have been for Verizon to say, ok, you know what, we’ll cut your break. Uh, they’d still make a lot of money off me and I would tell the world how great Verizon was to work with and how wonderful they, how helpful they were. Instead, they guaranteed that I will never, that they will never make a penny for me on any international trip. And I take what, 15 of them a year because now my cell phone, um my international cell phone that I bought, all I do is pop out the SIM card and I land wherever I am put in a new SIM card. So, and you’re speaking and writing and telling bad stories and every time I tell the story about Verizon, I make it a little worse. Apparently, Verizon uh tests out the durability of their phone by throwing them at kittens. I read this on the internet. It must be true, but, you know, not necessarily, but you know, the concept that, that all they had to do, all they had to do was empower Mark customer service and it wasn’t Mark’s fault. Mark was a really nice guy, but he was not allowed to do that. He would have gotten fired if he tried to do a deal like that for me. And so it’s this concept, you know, and the funny thing is, is it comes down to, if you really wanna go, go down the road in terms of a public company like Verizon of, of, of where the issue is, you could even trace it to fiduciary responsibility because the fiduciary responsibility of any company CEO all the way down to the employee is to make money for the shareholders. Ok. That’s what fiti responsibility means by not allowing me by not allowing mark the customer service agent to, to help me and, and take a different tack. He’s actually losing money too many CEO S think about the next quarter. Oh, we have to make our numbers next quarter. I’m fired. Companies in other countries tend to think about the next quarter century and they make a much bigger difference because they think, ok, what can we do now that will have impact in the next 5, 1015 years, you know, and really implement the revenue that we have and, and augment and companies in America. Don’t, don’t tend to think about that and that’s a big problem. Um, I, I buy a product line, uh, that has a lot of natural and recycled materials in the seventh generation. And their, um, their tagline is that in, in, in our every decision, we must consider the impact on the next seven generations. It comes from an American Indian. It’s a great, it’s a great line. I mean, just think about how much money Verizon would have made for me in the past three years. Just, just in my overseas, you’d be telling a story about like them, about Morton’s like the one about MS, you know, look, a lot of people listen to me and they went for a time when you googled roaming charges. When you Google Verizon roaming charges. My story about how I saved all this money came up first because I did the math. And if I had not called Mark and bought my own cell phone and done this, I would have come home to a $31,000 cell phone bill and you know, damn well, Verizon wouldn’t know anything about that. They’d be like, oh, too bad, sorry about the fine print. And plus the, the employee who sold you the international plan. I’m sure you told her where you going, I’m going to Canada and I’m going to Dubai. I’m assuming she didn’t know where Dubai was. She probably thought it was near Canada. But uh long story short, I couldn’t use it. All right. So employees have to be empowered. There has to be, we have to be but changing AAA thinking too. I mean, the customer has to come first. The donor of the volunteer donor, the teer you get at the end of the day. Where’s your money coming from? I don’t care if you’re a nonprofit or fortune 100. Where’s your money coming from? You know, and if you, we see it happening over and over again. We see it. Right. You’re seeing it right now. Play out every single day with the company, Uber. Um, and Uber, it’s so funny because Uber makes, uh, you know, they’re valued at $40 billion right now. But that doesn’t mean anything, that doesn’t mean anything if people are running away in droves which people are, there’s a whole delete your Uber app movement. Oh God. Yeah, people are leaving. Uh Well, it’s several. Number one that Uber is run by a bunch of guys who honor the bro code. The company was actually started by a guy who on business in business insider said he started the company to get laid. Um His goal was to always have a black car when he was leaving a restaurant uh to impress the girl he was with. That’s he came out and said that and you see that culture run rampant throughout Uber um from their God mode where they can see they actually created. There was a uh uh I don’t know where I read this. It might have been Business Insider as well. There was a, they created a hookup page that showed or, or, or, or a walk of shame page that showed where uh women were leaving certain apartments like on weekends and going or leaving certain place on weekends, going back to their home. Um It was obvious that they, you know, met some guy and they did that and then, of course, just their, their whole surge pricing mentality, which is, you know, two days ago there was a, uh, a couple of days ago there was a, uh, the terrorist, uh, I think it was a terrorist attack in Sydney, uh, at that, at that bakery and Sydney, uh, Uber in Sydney instituted surge pricing for people trying to get out of harm’s way. You know? And, and they, they later refunded it. Oh, it was a computer glitch. I’m like, you know, I’m sorry, you, you have a stop button and you can, when you see something happening like that, there has to be someone in the office who can say, you know what? Not cool. We’re gonna take care of that and then hit the stop button and it was, yeah, bad, tons and tons and tons of bad publicity. And, you know, I was having an argument with someone on my Facebook page at facebook.com/peter Shankman because they said, oh, you know, um, so what they don’t, they don’t turn on surge pricing. They don’t have enough cabs there and, you know, people can’t get home. I said I’m pretty sure that the only company I’m sure that no one had cab companies there. I’m sure that there wasn’t anyone who had enough cars there, private cabs, Ubers, whatever yet. The only stories I read about companies screwing up during that event were Uber, not Joe’s Sydney cab company. You know, I didn’t see him screwing it up because he didn’t turn on surge pricing. You gotta, you gotta respect your customer. You have to, as we’re uh training for that, then not only uh trying to change that mindset, well, in, in trying to change that mindset rewards for, for customer, for employees that, that do take go do go the extra mile. Well, first of all, if you give the employees the ability to do it to go the extra mile and understand they won’t get fired. You’re not gonna get in trouble. I I always tell, tell every one of my employees, you’re never gonna get in trouble for spending a little extra money to try and keep a customer happy. You’ll get fired for not doing it. You know, you get fired for not for seeing an opportunity to fix someone and not taking it, not doing everything that you know, Ritz Carlton is famous for that. Ritz Carlton hires people not because whether they could fold the bed sheet but for how well they understand people because in Ritz Carlton’s mind, it’s much more important to be a people person and be able to be empathetic and that is such a key word. Empathy is just so so sorely lacking. You know how many you’ve called customer service? Yeah. You know, I have to, I have to change my flight. My, my, my aunt just died. I really need to get home. Ok, great. That’s $300. I just wanna go an hour earlier, you know, you show up at the airport, your bag is overweight by half a pound. That’s $75. I just, I can, you can, you just cut me some slack. Nope, you know, so empathy and giving the cust, giving the employee the ability to understand that the customer that sometimes you can make exceptions and it is ok to make changes and, and this is where a smaller organization has huge advantage and it’s easier to change. That’s what kills me. You know, I go to these, I, I try to frequent small businesses when I can, I go to some of these small businesses and they won’t, they, they act like large businesses, you know, in the respect that, that they don’t have a, like, they wanna be respected almost. They don’t have like a six, a 6000 page code that they have to adhere to. They can simply, uh, do something on the fly and yet for whatever reason they won’t do it. And, and it’s the most frustrating thing is like, guys, you, you’re acting like a big, you’re acting like mega Laar here, you know, and you’re not Mega Lamar and you’re just Joe’s House of stationery, whatever it is and, you know, not being able to help me, you’re pretty much killing yourself because you don’t have 85 billion customers that have come through the door after me, you know. But I have a pretty big network and for a small business to get killed socially as social becomes more and more what, how we communicate. You know, it’s just craziness. It’s, you know, we’re, we’re pretty much in a world, I think where something almost hasn’t happened to you. Unless, unless you share it. I joked that, uh, you know, if I can’t take a selfie was I really there. Um, but it’s true, you know, we, we do live in a world where, you know, I, I remember God 10 years ago, maybe not even, not even 10 years ago. I was one of the first people to have a phone in my camera, you know, and it was like a new phone. That’s what I said, yeah, camera in my phone, right? And it was like a uh I think it was like a 0.8 megapixel. You know, it looked like I was taking a picture with a potato but it was, um it was this, I remember it was 2002 and I was in Chase Bank and there was a woman arguing with the teller and I pulled out my video, you know, it was, I mean, it was the crappiest video you’ve ever seen. But I pulled it out and I said, you know, II I started recording and the, the woman behind the woman behind the counter was going, the woman behind the counter was talking to the customer saying you do not speak to me that way. You get out of this bank right now. And the customer was saying I just wanted my balance and you and the manager comes over and I get this whole thing on my little crappy three G uh Motorola phone phone. And I, I remember I posted online and gawker picks it up and II I gave him, I, I emailed it, you know, I, my, the headline I put on my blog was, you know, Chase where the right relationship is at. Go after yourself, you know, and it was, and it just got tons of play and then gawker picked it up. It went everywhere, totally viral. So it’s one of those things you’re just like, you know, this is in 2002. It’s 12 years later. How the hell can you assume that nothing is being that you’re not being recorded? You know, I, I, I remember blowing, I, I sneezed a couple of weeks ago and, and, uh, uh not to get too graphic here, but it was, I, I needed a tissue big time after I was done sneezing. And I remember going through my pockets looking for desperately looking for tissue and like looking around making sure I wasn’t on camera somewhere that someone didn’t grab that and it was give me the next viral sensation, you know, I mean, I wait, God, I went to high school with eight blocks from here, right? If the amount of cameras that are in Lincoln Center today. Were there in 1989 1990. I’d be having this conversation entirely. I’d be having this conversation behind bulletproof for myself. And you’d be, yeah. So, you know, you’d be, you’d be talking to me, you’d have to get special clearance to visit me. Probably be at the, the Super Max in Colorado or something. So, you know, it’s, it’s, it’s one of those things that you’re just like my kid who’s, who’s almost two years old now is gonna grow up with absolutely no expectation of privacy the same way that we grew up with an expectation of privacy. And I’m thankful for that because she will make a lot less stupid moves. You know, I mean, God, the things that I thought, you know, in, in, in, in high school, I thought the stupidest thing in the world. Thank God. There wasn’t a way for me to broadcast that to the world in real time. Jeez. Thank God creating these uh zombie loyalists. And you know, we’ve got to change some, we’ve got to change culture and thinking and reward systems. Let’s go back to the, the cost of all this. Why is this a better investment than trying to just focus on new donors? I, I love, I love this analogy and I’ll give you a fun analogy. Let’s, I’m in a bar and there’s a very cute girl across the, across the bar and she catches my eye catch her, I go up to her and I go, you know, you don’t know me. I am amazing in bed. You should finish your drink right now. Come home. Let’s get it on. I’m, I’m gonna impress I’m that good chances are she’s gonna throw a drink in my face. Go back talking to her friends. I’ve done a lot of research on this. That’s probably something I was gonna do now. Let’s assume, let’s assume an alternate world. I’m sitting there on my phone, I’m just playing like, you know, some, you know, words with friends or something like that. And, uh, she’s over there talking to her friends and one of her friends look up said, holy crap. That’s Peter. I think that’s Peter Shankman. I’ve heard him speak. I, he’s in this fantasy world. I’m single too today. He, I think he’s single and he’s having this amazing guy. I, I know he has a cat. You have a cat. You should totally go talk to him at the very least. I’m getting this girl’s number. That’s pr ok. And what do we trust more? Me with my, you know, fancy suit collar going over there in my seventies, leisure suit. Hi. I’m amazing. Or the girl saying, hey, we’ve been friends since third grade. I’m recommending that guy. You should trust me on this. You know, obviously that, that’s where, uh, good customer service comes into play and that’s where corporate culture comes into play because if I have a great experience with you and at your company, I’m gonna tell my friend when they’re looking and I will stake my personal reputation on it and there’s nothing stronger than that. And these are the people who want to breed as Zz Willis that’s stronger than advertising, stronger than marketing. And they’re gonna share, people wanna share that. Think about the, the internet runs on two things. It runs on drama, drama, and bragging or bragging and drama. And if you, if you need uh any proof of that, you know, go and look at all the hashtags with crap that’s happened, you know, bad customer service, bad whatever. But then look at all the good hashtags you know it when our flights delayed for three hours and we lose our seat. Oh my God, I hate this airline, you know, worst airline ever but when we get upgraded, right? Hashtag first class bitches or whatever it is, you know, something stupid like that and the whole because we love to share. It’s, it’s only a great experience if we could tell the world and it’s only a bad experience if we can make everyone else miserable about it as well. Its time for Tonys take two. Thank you, Kate. How’s your endowment endowment? That savings account that your nonprofit has that you only spend the interest of each year and maybe sometimes you don’t even spend that much from year to year planned giving. Can help you either launch your endowment if you don’t have one or grow your endowment if it needs to be bigger. And I don’t know many nonprofits that think uh we have enough, our endowment is big enough. We don’t need any more and giving accelerator. I will help you in the accelerator to launch planned giving so that you can start your endowment or grow your endowment throughout the three months of the course, We go March to May done by Memorial Day. So there’s no impinging on your summer plans. We’ll spend an hour a week together on Zoom over those 12 weeks and I will guide you step by step. Had a launch Planned Giving at your nonprofit. I set those weekly meetings up as meetings in Zoom. So there’s lots of cross talk between the members. People are helping each other. There’s a lot of peer support. Uh Aside from the teaching that I’m doing uh each week, if thats of interest to you, please check out Planned Giving accelerator.com promoting the course in uh the rest of this month. And then it starts in early March. That is Tony’s take two Kate. It sounds like a very valuable course. We hope people join. Yes, we do. You’re right about that. We’ve got Buku but loads more time. Let’s go back to zombie loyalists with Peter Shankman. Peter. You have a uh golden rule of social media that a good number of customers like to share and people are gonna keep doing it. People will always share. Um, again, it goes back to the concept that if you create great stuff, people wanna share it because people like to be associated with good things. If you create bad stuff and by stuff, I can mean, I mean, anything from like a bad experience to bad content, people not only won’t share that, but we go out of their way to tell people how terrible you are. Um, you know, how many times have you seen companies fail horribly, uh, you know, after major disasters when companies are tweeting, um, you know, completely unrelated things. Uh, uh, after, after a random school shooting. Uh, no, it was after the, uh, the, the shooting at the, the theater in Aurora, Colorado at the Dark Knight. Um, the Nr A tweets, hey, shooters, what’s your plans for this weekend? You know, and I’m just sitting there going really, you know, but, and of course, the thing was, the thing was retweeted millions of times, you know, with a sort of shame on the NR A. So we, we’re a society like I said earlier that loves to share when, when great things happen to us, but loves to tell the world when we’re miserable because we’re only truly miserable when we make everyone else miserable around us. Um, it’s funny you mentioned, uh, um, the Generosity series, uh, the, one of my favorite stories which goes to sort of a uh a bigger picture of culture and um somehow when you’re just doing your job because that’s what you’re, you’re supposed to do your job. But you don’t realize there are ways to get around that. I, I listen to your podcast among others uh when I’m running through Central Park. Um and more like if you know, my body type, more like lumbering through Central Park. But I, I get there, I’m an iron man. I have, I have that and um so I go through Central Park and it’s super early in the morning because I usually have meetings and I don’t run fast. Um I run like, I really don’t run fast but, but as I’m running, but let’s give you the credit. You have done a bunch of iron man. I do, I do it. You know, my mother tells me that I just have very poor judgment in terms of what sports I should do. But um on the flip side, I’m also a skydiver, which is with my weight is awesome. I fall better than anyone. Um But uh so I’m running through Central Park last year. It was February, uh February 13 and 14. It was of this year. And um it was probably around 445 in the morning because I had a uh I had an 8 a.m. meeting and I had to do 10 miles. So 445 in the morning, I’m running at around 90 79th 80th street on the east side in the park. And a cop pulls me over and he says, what are you doing? And I look at him, you know, I’m wearing black spandex. I have a hat. It’s five degrees and I’m like, what, what playing checkers? You know what, you know, I’m like, I’m running and he, he’s like, ok, can you stop running? I’m like, ok, he’s like the park’s closed. I’m like, no, it’s not like I’m in it. Look around, there are other people. No park doesn’t open until 6 a.m. I’m like, he’s like, uh, do you have any idea on you? I’m like, no, I’m running. He goes, what’s your name? I’m like, seriously. He said, I’m writing you a summons. I’m like, you’re writing me a summons for exercising for I for ex, I just wanna clarify this. You’re writing music and sure enough, the guy wrote me a summons for exercising in Central Park before it opened. The, the charge was breaking the violating curfew. You know, I’m like, I get the concept of the curfew. It’s to keep people out after 2 a.m. It’s not to prevent them from going in early to exercise, to be healthy. I’m like, I’m not carrying, you know, a six pack. I’m not drinking a big gulp. I’m not smoking. I’m, I’m, you know, I’m, I’m doing something healthy and you’re writing me a summons for it. Um, and I said, you know, I’m gonna have a field day with this. I said iii I kinda have some followers. This is gonna be a lot of fun. I’m not, you know, I know you’re just doing your job, sir, even though you have the discretion not to. But ok, so I go back home, I take a picture of my ticket. I email it to a friend of mine of the New York Post, you know, front page, New York Post next day. No, running from this ticket, you know, front page, of course, that’s great. New York Times covered it. Uh Runners world covered it. I mean, I went everywhere, gawker covered it, you know, and, and my whole thing was, it’s just like, dude, you have discretion. Look at me, you know, I’m not, I’m not even going super fast for God’s sake. I’m just, I’m just trying to exercise here, you know, and of course I went to court and I, I beat it. But how much money did it cost the city for me to go to court? Fight this thing. You know, every employee you have to give your employees the power of discretion, the power of empathy to make their own decisions. If you go by the book, bad things will happen. And again, small shops so much easier to do flat line flat organizations. I, I work with a nonprofit um animal rescue, no profit. Um A friend of mine was a skydiver and uh shout him out. What’s the, I can’t, there’s a reason I can. But, but there’s a friend of mine was a skydiver and she was killed in a base jump several years ago. And her husband asked to donate in her memory to this nonprofit. So I sent him a check. And about three months later I get a coffee table book in the mail. And I was living by myself at the time I didn’t own a coffee table. It was, you know, more money to spend on my flat screen. And um I uh I remember I call, I, I look at this coffee table, I throw, I throw it in the corner, I look at it over the next couple of days. It pisses me off about how much, how much of my donation did it cost to print mail and produce this book to me. And so I, I called them up. Well, sir, we believe most of our donors are older and probably prefer to get a print version as opposed to like digital, you know, where they’d throw it away and like, you don’t throw digital away, but ok. Um I’m like, so, so you’ve asked your, you’ve done surveys and you’ve asked all, no, we just assume that most of them are older. I’m like, ok, so I opened my mouth wound up joining their board and I spent the next year interviewing uh customers interviewing every current and past donor about how they like to get their information and shock of shock, 94% said online. And so over the following year, we launched Facebook page, Twitter page, uh um uh Flickr account, uh youtube everything PS The following year for that donations went up 37% in one year. In that economy. It was right around 0809 donations went up 37% in one year and they saved over $500,000 in printing, mailing and reproduction. Imagine going to your boss, hey, boss, revenue is up 37% and we saved a half million dollars. Your boss is gonna buy you a really good beer. You know, all they had to do was listen to their audience be relevant to the audience you have and they will tell you what they want. We have tons of tools for segmentation. You gotta listen to what segment you wanna, people wanna be in. You know, someone, someone asked me the other day. So what, what’s the best? I, I knew nothing about their company. What’s the best uh social media I left for me to be on, should I be on Twitter or should I be on Facebook? I said, I’ll answer that question if you can answer this, this question, I’m gonna ask you is my favorite type of cheese Gouda or the number six. And they say, I don’t understand. That’s not a real question. I’m like, neither is yours. Like I can’t tell you where the best place to be your audience? Can I said, go ask your audience, believe me, they will tell you there’s a gas station in the Midwest. Come and go. Um, I, I just love the name Kum and go, come and go and you can read more about the, their tagline is always something extra. I mean, come on the jokes, just write them for god’s sake. But, um, and they don’t take themselves too seriously. I love that and knowing the name of the company gas station. And, um, you know, I, I like, I remember they were in Iowa and I went up to visit a friend in Iowa and I was like, you gotta get a photo of me in front of the come and go sign, you know, and, um, the beauty of this is that some of their employees actually look at their customers when they’re on their phones in the stores and go, oh, you know, what do you use Twitter more? Or Facebook? And they say, oh, I use that and they record that information and they know it. God customers will give you so much info if you just ask them because then they feel invested, they feel invested in your company. They feel like they, that you took the time to listen to their nonprofit request or their, their, their questions and they feel like they’re, I did it for Harrow every month. We’d have a one question. Harrow survey, you know, Harrow one question survey. And it was, we get like 1000 people respond and I’d spend the entire weekend emailing everyone who responded and thanking them personally, took my entire weekend. But it was great because what would wind up happening is that, you know, if we took their advice and launched it on Monday with the new thing? They go, oh my God. How did this for me? They took my advice. Well, yeah, it was your advice to 800 other people’s advice. But we took it and they’d be like, oh my God, it’s a good thing. And, and it just, it just made them so much more loyal and they’d tell hundreds and hundreds and hundreds of people we’d get, I mean, there were days my God, there were days I remember I was in temple one morning, the garment center synagogue and my phone, I feel my phone getting really hot in my pocket, which is not normal and I was starting to hurt and I look at it, I, it’s, it’s almost on fire. It had frozen because we were mentioned in Seth Godin’s morning blog. And at that time I was getting uh emails every time we get a new subscriber and the phone is actually frozen and was locked and, and was like overheating. I take out the battery and like reset the entire phone because we just got so many new, like 14,000 subscribers in like three hours. It’s obscene, it’s obscene. You say, excuse me, you say uh that customer service is the new advertising. Marketing. N pr It really is. Well, again, you know, if we’re moving into that world where, so imagine a lava lamp. And I love that. I can use this analogy. Imagine a lava lamp. A lava lamp has water, oil and a heat source, right? The heat source heats the oil, the oil flows through the water. It makes pretty colors. I’ve heard it looks really good when you’re high. Now, I’ve heard. Now, imagine if, oh, crystals. Imagine if you’re, uh, everyone you meet in your network. Ok. Is a drop of oil? The water is your network and the water is your world. Everyone you meet in your network. Uh, from, from the guy you’re sitting doing the radio interview with, to the guy who serves you ice cream with local deli to the guy who does your dry cleaning to your girlfriend, to your wife. To not at the same time to your kid’s second grade teacher, to your second grade teacher years ago. Everyone you meet is in your network. You know, right now when Facebook first started, I would see the same weight from a kid. I went to junior high school with, he, his post would have the same weight as like my current girlfriend. Which is ridiculous. I don’t need to know about everything. My friend from junior high school is doing. I haven’t talked to the kid in 15 years. Facebook’s gotten a lot smarter as has Google. Now, I see the people I communicate with the most. Ok. And if I, if I reach out and communicate with new people, they start rising in my feet in my stream. If I don’t they fall, it’s just like a lava lamp. Every person you connect with is a drop of oil. That heat source at the bottom that’s rising, raising or lowering. Those drops of oil is relevance. So if you imagine the heat source is relevance and the more I interact with someone, the more the higher they go in my network and the more I see of them, the more trust level there is when I’m at a bar and I meet someone or at a restaurant or conference, I meet someone. I don’t need to um connect them. I don’t need to go on Facebook and friend request them. You know how awkward friend requesting is when you stop and think that last time my friend requested someone in the real world was second grade. Will you be my friend? My daughter’s doing that now she goes, you know, she goes, it’s like the cat. Will you be my friend? I’m like, honey, the cat doesn’t wanna be your friend. But you know, it’s this awkward thing who the hell friend requests someone anymore. If I’m, if I’m hanging out with you at a bar and we connect again and we talk and we go out to dinner and we’re having a good time. We’re friends. I don’t need to first request that you, you know, so that’s going away. Friending following liking and fanning is all going away. What will interact is the actual connection. So, if I meet with you and I have a good time with you and we talk again if I use your business. If I go to your nonprofit, if I donate, if I volunteer, whatever the network knows that the more I do that, the more I interact with you, the more you have the right to market to me and the more you will be at the top of my stream and the more I will see information about you, the less I will have to uh uh search for you. But if you do something stupid or we’re no longer friends see you, you’re gonna fade. I don’t have to unfriend you. You just disappear. Unfriending is also awkward. I dated a woman. We broke up, but it was nine months after we broke up, either of us wanted to unfriend the other one because it was just awkward. So I, I woke up in front of me anyway. But you know, the concept of not having to, to do that of just, you know, OK, I haven’t talked to you in a while. I don’t see your posts anymore. It’s the real world. That’s how it should be, and if you’re not feeding zombie loyalists, they can start to defect. So I, I want to spend a little time on if you’re not talking to them, giving them what they want, talking about their information, helping them out, they will gladly go somewhere else to someone who is, you know, if I have a great experience with the restaurant, uh, every week for three years and then all of a sudden over time, I’m noticing less and less that restaurant’s doing less and less to uh take care of me, you know, and maybe management’s changed and I don’t feel that uh you know, I’m ripe for being infected by another company. I’m ripe for someone else to come and say, you know, Peter. Uh cause if I tweet something like, wow, I can’t believe I have to wait 40 minutes for a table. It didn’t used to be like that. If I, if someone else is a smart restaurant, they’re following me and they’re gonna be great. You know what, Peter? There’s no way, no way over here. Why don’t you come two blocks north and we’ll give you a free drink, you know. Oh, you know, and that right there, that’s the first sign of infection and I might become infected by, by another company, become a zombie loyalist for them. And so let’s, let’s take, you have a lot of good examples. Let’s take a one on one situation. How can we start to cure that. The simple act of realizing following your customer’s understanding when they’re not happy and fixing the situation before it escalates. Um you know, you can contain a small outbreak, a small outbreak, small viral outbreak. You can contain that by getting the right people finding out what the problem is, getting them into one room, fixing their problem, healing them. You have a good uh united story right back when it was Continental, I was uh a frequent flyer and booked a trip to Paris and uh I was very angry because they charged me like $400 in, in booking fees or something like that. I don’t remember what it was. And, uh, I called the CEO, I just, just for the hell of it. I’m like, I’m gonna, I’m gonna, I wrote, I wrote an email, this was before social and I wrote an email to the CEO and I’m like, this is ridiculous. I’m a frequent da da da da and like 30 minutes later my phone rings like, hello Peter Jman, please hold for Larry Kellner CEO of cotton lines. I’m like, oh crap. You know, and the guy gets on the phone, he’s like Peter, how you doing, Mr Jman? How are you doing? Sorry, listen, these fees, they’re new. Um, we sent them a note, I’m guessing you didn’t see it. We’re gonna waive them for you. But, uh, if you have any more problems, you know, feel free to call me and I hang up the phone for the next 40 minutes just sort of staring at it like, holy crap. Larry Kellner, the CEO of United Airlines just called me and, uh, talk to me and I mean, it was like, it was like God coming down and say you now have the power to levitate your cat. It was just ridiculous. And, um, so, you know, I have been faithful to Continental and now United ever since and, and they continue to treat me with respect and, and do great things and they’re, they’re improving. They, they were getting a lot of crap over the past several years and they really are starting to improve. It’s nice to see and not only, of course, your own loyalty but you’re a loyal guy. You’re a zombie loyalist for them. And how many times how, how much it’s unquantifiable. It’s un, I, I dragged so many friends to United. I’ve, I’ve made so many friends. Uh, I mean, my father, you know, uh, he only flies United now, which means he only drag, he drags my mom only on United. I only dragged my wife on United. There’s a lot of, a lot of work that way. Yeah, we gotta go away for a couple of minutes when we come back. Of course, Peter and I are gonna keep talking about his book comes out in January, zombie loyalists. You have some examples of zombie loyalist leaving en masse like Dominoes, Netflix. They’re both, they’re both in the book. So, so one leaving, if you don’t, if you’re not starting to cure one leaving and then that’s the thing, you know, the beat will be the internet with the hashtags and everything like that, you know, it doesn’t take a long time um for those things to sort of blow up in your face. And, uh, you know, at the end of the day, everyone say, oh, you know, Twitter’s responsible for, for us losing money. No, they’re not. You’re responsible for you losing money. You know, and, and if your product isn’t great and you, your actions don’t speak well of who you are, then there’s no reason your customers should stay with you, you know, and it was, oh, social media is really hurting us because no, you’re hurting yourself. The only difference is that social media makes it easier for the world to know about. They’re just telling the story. Dominos and Netflix are, are good examples because they, they bounced back. They took responsibility and they both owned the Dominoes came out and said, you know what? You’re right. Our pizza, we do have a problem. We’re gonna fix this and they spent millions fixing it. And sure enough, they’re back with a vengeance. Now, I’m, I may or may not even have ordered them every once in a while. And I live in New York City. That’s, that’s a, that’s a sacrilege. But, um, you know, I have the app on my phone for when I’m over, you know, traveling somewhere. I’ll be in shea, whatever. And, and you know, what are you gonna get at 1130 at night when your flight’s delayed and you land? It’s Domino. Um, which reminds me I should probably go exercise on the flip side, you know, something like Netflix. They, uh, they also were screwing up, you know, they were losing, they tried to switch between the two. They came up with a new name and it was like gross in public. And so, and again, you’re watching the same thing happen with Uber right now. So it’ll be really interesting to see if they were able to repair themselves. Listening is important. Both, both those, both, those two examples, they listen to their customers. I think there’s a problem with listening because everyone’s been saying, listen, listen, listen for months and years and years and years now. But, you know, no one ever says that you have to do more than just listen. You have to listen, actually follow up. It’s one thing to listen. You know, I, I use the example of my wife, I could sit there and listen to her for hours, you know, but if I don’t actually say anything back, she’s gonna smack me, you know, and go to the other room. And so you really have to, it’s a two way street, you know, listening is great, but you gotta respond and uh look, I’ll take it a step further. I was like, oh, Twitter’s so great because someone was complaining on Twitter and we went online and we, we saw the complaint and then we fix their problem and yeah, how about if the problem didn’t exist in the first place? You know, because the great thing about Twitter is that, yeah, people complain on Twitter. The bad thing about it is they’re complaining about on you’re on Twitter. So it’s like, what if the problem didn’t exist in the first place? What if, what if you empowered your front desk clerk to fix the problem so that I didn’t have to tweet. Uh Hertz is my favorite story of all this. Uh I used to rent from Hertz religiously. Um And then I went to uh Phoenix Sky Harbor Airport this past April and I gave it, I was giving a speech and I, I go and I, my name is supposed to be on the board, you know, so I can go right to my car and it wasn’t, it was ok. That happens. I got upstairs, I wait 40 minutes on the VIP line. Um After 40 minutes they finally say, you know, there’s a uh only one guy here, a lot of people might have a better chance if we go up to the regular line. Like, ok, you probably could have told us that a little earlier, go up to the regular line. Spend 45 minutes waiting in the regular line. It’s now been. Are you tweeting while this is happening? Well, I had, I was actually not only tweeting, I had enough time to create a meme that should give you some idea of how long I was online with my cell phone. I was enough time to have a meme. I get it to the counter. Hi, can I help you? Yeah. Um I, I was downstairs at the VIP desk and they told me that oh your VIP reservation you have to go downstairs like yeah. Ok, let’s let’s put a pin in that. Um they just sent me up here like uh right. They have to help you. Well, it’s not really, they, you guys are the same company. I mean I could see the reservation on the screen. You, you, you, you can help me. Sorry sir, I can’t help. You have to go to the VIP next. I’m like you just next to me. Ok. So if you know anything about Sky Harbor Airport in Phoenix, um all of the rental car company, they’re all in the same place. So I walked 50 feet. It’s a bus takes you to the big to the big pavilion where they’re all next to each. I walked 50 ft from the cesspool of filth and depravity that was hurt to the, the wonderful Zen Garden of tranquility. That was Avis. And in four minutes I had a nicer cheaper, more or a nicer less expensive car given to me, a woman named Phyllis who was 66 and moved to Phoenix from Detroit with her husband for his asthma. I knew this because she told me, um, she smiled at me. She brought her manager out and said, ah, it’s another refugee from, uh, Hertz. And I said, so this happens a lot. They’re like, yeah, I’m like, wow, you’d think they’d have done something about that. And so on the way out in Avis. Um I, I thank them, I walk past hers. I shoot them this, you know, sort of look at the look of the beast. I get my Avis car and I drive to my hotel. Once I get to my hotel, I write a wonderful blog post about my experience called Peter and Hertz and the terrible, horrible, no good, really bad customer experience. Once you have a kid, you find up rewriting titles about your blog posts that have to do with kids books. Um I do not like Hertz Sam. I am and things like that. And um I included in this blog post, the five things I’d rather do than ever. Uh ran from Herz again, I think number three was um was uh ride a razor blade bus through a lemon juice waterfall um with just, you know, and, and so, but, but of course, the next day Hertz reaches out to me. Oh Mr Jman, this is the head of North American customer service. That’s all you’re about. I’m like, they’re like, you know, we’d love to let Nick know like you, you’re not gonna fix the problem. Number one because I’m gonna Nas Car. I’m never going back to Hertz. Number two. There were five people yesterday, five people I interacted with all of whom had the chance to save me and keep me as a customer for life. A, a customer who had been so happy and I would have loved you. Five people blew it. So don’t waste your time trying to convert me back. You’re not going to what you wanna do is spend some of that energy, retraining your staff to have empathy and to give them the ability and the empowerment to fix my problem when it happens because five people it it takes every single employee to keep your company running, it takes one to kill it. Yeah. PS Avis reached out um to thank me personally and uh I am now just this ridiculously huge loyal fan of Avis and always will be you have a pretty touching story about uh when you worked in a yogurt shop, you were really young. Um We have a couple of minutes tell that, tell that good story. That was on the east side, which again is another reason why I live on the west side. Nothing good ever happens in Manhattan’s East side. So I was uh I was working and I can’t believe it’s yogurt, uh, which was a store that I think back in the eighties IC by. No, no. TCBY was the country’s best yoga. IC biy was a poor, I can’t believe it’s yo, I can’t believe it’s not yoga. I can’t believe it. Yogurt. It was a poor attempt to capitalize on. That was TCB. And I’m working at this store and, um, I go in every day and make the yogurt to clean the floors. I do. You know, it’s a typical high school job and, uh, it was during the summer and thousands of people walking by, I think it was like Second Avenue or something. And there were these brass poles that hung from, you know, it was the, the, the, there was an awning, right? That’s a, that there and there were the brass poles that held the awning up and they were dirty as hell. Right. I’m sure they’d never been polished ever. And I found some, I found some brass polish in the back like, oh, they buried in the back. And one afternoon I went outside and IP started polishing the poles. My logic was if the poles were shiny and people saw them, maybe they come into the store, maybe they’d wanna, you know, buy more nice clean place. And the manager came out. What the hell are you doing? I said, I told him what I thought, I don’t pay you to think, get inside. You know, I’m like, there’s no customers in there. I’m like, ok, I’ll, I’ll, I’ll make sure the yogurt’s still pumping it full blast. And I quit, I just quit that job. Like, I mean, I, I couldn’t even begin to understand why someone would invest, I mean, to own a franchise for 50 grand, to at least to buy that franchise. Why wouldn’t he invest in the two seconds? It took little elbow grease to make the poll clean That might bring in more customers. What the hell? You know, but you’re not paid to think. You’re not paid to think. My favorite line. Yeah. Um, I, I just, I, I encourage if any kids are listening to this teenagers. If you, if your boss says that to you quit, quit, I will hire, you just quit. It’s, it’s, it’s probably the worst thing in the world that you could possibly do because you have customers who you have customers who every day can be helped by people who are paid to think. And that’s the ones you wanna hire. We gotta wrap up. Tell me what you love about the work you do. I get paid to talk. I mean, my God, this is the same stuff. I used to get in trouble for in high school, but on a bigger picture, what I really love about it is being able to open someone’s eyes and have them come back to me. Um, I run a series of masterminds called Shank Minds Business. Masterminds. It’s shank minds.com. They’re day long seminars all around the country. And, uh I had someone come to me and say, you know, I took your advice about XYZ and I, I started listening a little more and I just got, uh, the largest, um, retainer client I’ve ever had in my life by a factor of four. And she goes, and I just can’t even thank you and I send me like a gorgeous bottle of tequila. She’s like, I can’t even thank you enough. Oh my God. Being able to help people, you know, at the end of the day, we’re, we’re, I, I have yet to find another planet suitable for life. I’m looking so we’re all in this together. And if that’s the case, you know, why wouldn’t we want to help people just a little bit more? You know, there really isn’t a need to be as douche as we are as a society. We could probably all be a little nicer to each other and you’d be surprised how that will help. The book is Zombie Loyalists. It’s published by Palgrave macmillan comes out in January. You’ll find Peter at shankman.com and on Twitter at Peter Shankman, Peter. Thank you so much. Pleasure is Amanda. Oh, thank you. Next week. That’s an open question. If you missed any part of this week’s show, I beseech you find it at Tony martignetti.com were sponsored by donor box, outdated donation forms blocking the supporter generosity donor box, fast, flexible and friendly fundraising forms for your nonprofit donor box.org. Our creative producer is Claire Meyerhoff. I’m your associate producer, Kate Martti. The show social media is by Susan Chavez, Mark Silverman is our web guy and this music is by Scott Stein. Thank you for that affirmation. Scotty be with us next week for nonprofit radio. Big nonprofit ideas for the other 95% go out and be great.
Misty McLaughlin & Alice Hendricks: Communications & Development Teams Working Better Together
Misty McLaughlin and Alice Hendricks close our 2023 Nonprofit Technology Conference coverage, as they reveal how these two teams can avoid the common conflicts and tensions, to come together collaboratively. They’re the principals and founders of Cause Craft Consulting.
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[00:00:34.85] spk_0:
And welcome to tony-martignetti non profit radio, big non profit ideas for the other 95%. I’m your aptly named host of your favorite abdominal podcast. Oh, I’m glad you’re with us. I’d suffer the embarrassment of mono aphasia if you uttered the word fail because you missed this week’s show. Here’s Kate, our new associate producer just promoted from announcer with highlights of this week’s show, Kate. Congratulations on your promotion.
[00:01:13.64] spk_1:
Thank you, Tony. I’m happy to be here and now communications and development teams working better together. Misty mclaughlin and Alice Hendricks close our 2023 nonprofit technology conference coverage as they reveal how these two teams can avoid the common conflicts and tensions to come together collaboratively. They’re the principals and founders of cause craft consulting on Tony’s take two.
[00:01:15.88] spk_0:
I finally have someone to blame.
[00:01:20.84] spk_1:
We’re sponsored by Donor box with intuitive fundraising software from donor box. Your donors give four times faster helping you help others. Donor box dot org.
[00:01:34.89] spk_2:
Welcome to tony-martignetti non profit radio coverage of 23 NTC 2023 nonprofit technology conference in Denver, Colorado, where we
[00:01:49.07] spk_0:
are sponsored by Heller consulting, technology
[00:01:50.04] spk_2:
strategy and implementation for nonprofits with me now at the, at the conference are Misty mclaughlin and Alice Hendricks. They are both principles and co founders of cause craft consulting, Misty. Welcome back.
[00:02:08.19] spk_3:
Welcome to non profit
[00:02:09.04] spk_4:
radio.
[00:02:10.13] spk_2:
Pleasure to have you both co founders, the
[00:02:11.96] spk_3:
principles. Thank
[00:02:18.51] spk_2:
you. Your session is communications and development team working better together. Alright, Alice, since you’re the first time non profit radio, why don’t you give us an overview of what’s, what’s out there between these two teams and why this is important,
[00:02:47.95] spk_4:
you know, tony, it’s a really important topic because over the 20 years that I’ve been in the sector working on both development and communications teams projects from a technology perspective, we’ve noticed that there’s often inherent conflict between those two teams primarily because their mission are very different. Development departments need to raise the money, communications departments need to get the word out and so nobody is doing anything wrong. They’re all living their jobs in the right way, doing the right thing. However, because of the inherent conflict, friction occurs between people and teams often don’t get along. They fight over resources, they don’t have good processes and that can lead to a feeling of discord between staff and organizations.
[00:03:17.40] spk_2:
Interesting. Okay, I, I was very interested to read this uh because I’ve not, I’ve not seen this but I’ve been a consultant for so many years. Um you know, I could see why I wouldn’t, I wouldn’t know about it. I do plan giving consulting. So that’s a narrow niche within one of the two silos we’re talking about, well, hopefully not silos within one of the two teams that we’re talking about, you know, in development. Um So, yeah, I’m not aware of that, Misty, how does this conflict sometimes play
[00:04:06.19] spk_3:
out? Well, Tony, that’s a great question. So, um we have been seeing it for years but then we saw an article a few years ago in the Chronicle of Philanthropy kind of talking about what the implications of this phenomenon are because it is kind of, I think it’s reasonably well acknowledged that this happens sometimes to the point that those two teams don’t work together at all. And so you have kind of two separate pieces and they just decided we’re not going to work together. And then there are times that it’s actually a
[00:04:12.09] spk_2:
disaster. We can’t raise money if we can’t get the message
[00:04:25.54] spk_3:
out. Exactly. And we can’t, and we can’t get the message out if we don’t have that kind of core audience on board. Right? I mean, fundraising represents a significant audience of importance for the organization. So the Chronicle of Philanthropy did a piece about this and then we just continued to see it, continue to see it, see it play out in all these ways. And we decided to do some research about this. So our session is actually kind of presenting some of the results of that research. We heard from 85 organizations about what this looks like in their organizations and how it plays out from, I would say dynamics that are mildly ineffective and involve some minor friction to complete breakdowns.
[00:04:50.06] spk_2:
We’re not talking to each other. We’re not, we’re not going to send your messages or we’re not going to support your message. Support your messaging.
[00:05:14.57] spk_3:
Exactly. Or we’re going to circumvent the approval process and we’re just gonna send something out before you can stop us. And if it contradicts the mission or it contradicts, for example, like a shared messaging hierarchy. Oh, well, as long as I got my message to my audience and it happens on both sides, it’s no one’s at fault. I mean, people really in general, people aren’t devious, they want to work together. They sometimes just can’t figure out exactly how to make that happen. Um And then, you know, often what is just a kind of personal conflict blows up to be something happening more at a team level or more at the departmental level, leaders have a huge role to play in this. And if two leaders between those two departments don’t get along, it’s difficult for staff to kind of figure out how to navigate the
[00:05:39.74] spk_2:
President’s or something. Exactly. Um Is there uh do either of you have, well, you work, you work in the same company, you know, all the same, you have the same clients? I mean, is there a, I don’t mean to focus on the inflammatory. But is there, is there like a story of conflict, maybe, maybe like a good story of conflict and then later on, we could tell the epilogue where it came out, came out. Well, after cause craft consulting intervened. Is there a story like that?
[00:07:14.95] spk_4:
Yeah, I mean, I think there’s lots of stories like that. What we see often dynamics that happen because of this is delayed getting emails out the door or vetting process is just it’s going to take me four days to get back to you to approve the content or choose the photo or complaints about just the lack of collaborative working together. We also often see the leaders might not get along of these two departments, but staff themselves develop and forged relationships of trust amongst each other, which is great. You really want to have good, strong personal 1 to 1 relationships. In fact, in our research results, one of the ways that we saw people who responded, that mitigate the fact that the teams themselves weren’t getting along is that just they made friends with someone on the other team so that they needed a file update or some piece of collateral, they would ask their friend, which is wonderful because you have a trusted friend. But for us as process design consultants, we see that as a dysfunction, we see that as a lack of people really understanding what their role is, who’s supposed to be doing what, what lane they should stay in, what you can expect from someone and another team. So the really the solution to all of this is good, strong leadership, building trust and good process. So everyone is clear about what you’re supposed to do, what happens next and that helps mitigate the conflict. But yeah, I mean, it can be very hard to work in an organization where you don’t get along with others.
[00:08:56.77] spk_3:
One organization that we came across the international relief organization, so obviously a big part of their, their work is fundraising and engagement went in times of crisis, right. So rapid response, emergency response is huge for them. And it’s kind of the core source of their fundraising. Um the development department in the communications department sort of went through this period of years where they just couldn’t figure out how they were going to message in these moments and it would sort of be a simmering tension. Um And when it was a non conflict, exactly, it’s a core function of the organization. And so it would be a kind of a problem, but they would sort of come to some sort of agreement, but then a crisis would happen and they couldn’t get a message out the door in order to be able to fundraise around that message. And so they would miss the moment again and again and again, in these moments that they should have been coming together and pulling together as a team. So in that case, they brought us in to say, how can we get these two teams to work together? We want a message and comply completely different ways, particularly in these moments of crisis, we want to use the channels. So the digital channels, in particular, with this kind of hot spot of, well, who’s going to say one, an email and who gets to press the send button, who gets to have the final word on how we’re going to talk about this. Um And we went through a whole initiative to try and solve this and get them talking to each other. And it was a lot about getting them to use the same language and recognize each other’s expertise that they just come from different worlds. Somebody who responded to our survey said, communications is all about saying what the message that the organization needs to get out and development is all about trying to say what the donors want to hear. And those are just two completely different worldviews. And so when you can put those together and say, where’s the common ground in this? How can we represent our organizational priorities? And at the same time time, really translate that to words and language that really resonates with donors and causes them to act.
[00:09:47.72] spk_2:
Okay. So let’s start to get to some specifics that we can, we can recommend if you are uh suffering the symptoms that the two of you were talking about 55 minutes ago um disharmony and yeah, antagonism, frustration. All right. Um because we’re, we’re, we’re, yeah, we’re striving for harmony. We’re gonna leave disharmony behind and striving for harmony. Alright. Um you talk about a clear message prioritization, so deciding in advance, I guess this instead of me trying to guess Alice or Misty, you’re better. Alice is waving to Misty. So different
[00:10:11.08] spk_4:
in terms of doing a content strategy where it’s clear about what we’re trying to do and having things planned in advance. So we know what, how we will behave in any given situation. It’s governance, it’s a process governor project of understanding when this crisis is going to occur. If you’re an international relief organization and there’s a tsunami, what do you do having those plans already laid out? So it’s clear about what you’re supposed to do, what the other people on what other team is supposed to do. And that’s a process design. In our research we asked, is there any governance over the messaging? And most of the respondents said no, there might be some process or a shared calendar, but we really don’t have a way of knowing how to behave when something happens.
[00:10:40.61] spk_2:
Okay. What does this governance look like?
[00:11:39.72] spk_3:
That’s a great question. So governance can happen at a lot of a lot of different points in working together a lot of different points in that sort of relationship life cycle. So for example, when you have a project, making sure that if those teams are gonna be working together on, for example, a campaign or a long term body of work, or maybe there’s a new programmatic area that’s rolling out. You always start with a tool like a project charter or terms of reference as an international organizations, they call a charter terms of reference. Um But the idea is that you’re so together and you’re saying, okay, how are we going to talk about this? What is our organizational positioning, not just messaging but positioning? What is our relationship to this thing that’s happening part of the social problem? What’s our unique value proposition? And how are we comfortable talking about this as an organization? How are we not? That’s the content strategy piece that Alice was speaking to? What do we think the best channels to do that? And how when something happens around this, when there’s a big news event, when there’s something to respond to, how are are we going to work together? And that’s, you know, forever, how are we going to work together? But in this specific case, on this topic, how are we going to work
[00:11:46.52] spk_2:
together these workflows, workflow process? Exactly. All shared and agreed in
[00:12:32.68] spk_3:
advance. Exactly. And that everybody on the team knows, right. It’s not just an agreement that two leaders make everybody, individual contributors need to understand what they’re supposed to do. How do they feed into the system overall? So that they’re working hand in hand together. And a lot of the time, there are certain teams, for example, digital teams, they are forced to operate between communications and fundraising wherever they sit there, controlling channels that all these different parts of the organization need to use a lot of the time. That’s a starting place for forming some shared working agreements or some principles that are used in moments like this. There are a lot of other tools to. So for example, she calendars so that there is one shared view of every external communication that’s happening, whether it’s a fundraising ask or it’s a media piece coming out or it’s some sort of campaign, broad marketing campaign that there is one shared view and everyone gets a view of the whole of what the audience is seeing instead of a kind of micro departmental specific view,
[00:13:00.50] spk_2:
other other other processes that you can share that. Yeah.
[00:13:24.31] spk_3:
Yeah. So we have a whole list in our presentation of hard tools and I would say something like the calendar and the workflows, those are hard tools. Um There are also soft tools and I will just say for fairness purposes, these soft tools like work in any two departments that are having a breakdown. We were here two years ago where we were online two years ago at NTC talking about fundraising and it teams and frictions between those teams. There are lots of places, obviously, it’s not just limited to development and communications. But some examples of some of the soft tools would be um you know, doing shared planning activities. So doing your annual annual plans together, not doing separate departmental plans but saying, what do we want to accomplish this year? What does that look like?
[00:13:48.11] spk_2:
It’s an outside consultant? So what do I know from collaborative calendars? I thought, I thought this especially communications and fundraising. I would have thought that this was all happening.
[00:15:03.09] spk_4:
Think about even pre internet fundraising departments were doing plan giving major gifts and direct mail and they were doing their own thing and direct mail is kind of its own bespoke thing. It’s still kind of done the same way. It was about 25 30 years ago, right? When you enter, when all of a sudden digital happened, everyone, the the email list is really a file of all the supporters. Communications often feels like there’s an audience about just awareness and brand engagement and marketing and all I want to do is engage those supporters in that way. Development looks at that list and says these are prospects or they’re already donors that I need to feed and nurture. And so part of it was the shared technology often created the conflict around who’s list is who’s who gets to message to who about what message, right? So what is the content of the message that’s a fundraising message versus a educational message or what the organization is? Doing the part of that has been, I think that most of the conflicts are around ownership of the odd, they believe they have different audiences. But supporters of an organization don’t have a hat on and say, I’m a donor or another hat on and say, oh, I’m interested in this content. That’s not how it really works. But that shift is slowly happening and we’re seeing more collaboration around that because of the proliferation of channels that everyone is engaging on social email.
[00:15:52.01] spk_2:
What’s your advice around who should be in these conversations were doing the annual calendar? Is it I imagine it’s not only the two heads of the of each team, but how deep do we go to every, all the members of each, both teams? I mean, our listeners are small and midsize nonprofits. So we’re not talking about 25 person fundraising or communicate, but still there could be six or eight people on each or even combined. What’s your advice around? Who
[00:16:40.93] spk_4:
does this planning? Transparency is super important especially to employees now, you know, where we live in an age where feeling aligned with the mission and your work and coming to work and really having a good experience at work is very helpful. So our advice is usually be as inclusive as possible with everyone who can participate in a planning exercise. Bring them in because you know, we live in an age where people are quitting and quiet, quitting and if you live, if you are working in an environment where there’s tension with other teams, that’s a good sign. That’s a problem. I mean, it might be a retention issue there for organizations. So when you do strategic planning together or redesigning a process or anything that will enable a change to happen, it’s, it’s best to be as inclusive as possible.
[00:16:45.92] spk_2:
Or, or if everyone is not included in the actual meeting, then bringing it back to your team incrementally. It’s not like it’s all going to be decided in a 90 minute meeting, bring it back feedback, representing that feedback to the, to the working group or the
[00:17:01.53] spk_4:
collaboration.
[00:17:10.59] spk_2:
Okay. Okay. Um Anything else we should be talking about work processes planning besides, well, you were starting to talk about soft, you didn’t, you didn’t, you didn’t really flesh out. We got digressed, digressed you into more discussion of the hard tools, lackluster, you’re suffering a lackluster host.
[00:18:53.56] spk_3:
There’s a lot, there’s a lot and this is I think where I was going with that was to say these are tools that work in other breakdowns, they work in any breakdown in the human system. But for example, saying we’re taking the whole team away twice a year for one day or two days. And that means development and communications. That might also be a marketing group that might also be a digital team or it might be sub working groups, but we’re going to do these two day intensive retreats where we really try and understand each other’s expertise and map solutions together and those could be processed solutions or that could be campaign planning. It could be anything, it could be exploring new audience opportunities um There and there’s all of the piece we’ve just heard so many clients say this year, you know, this wasn’t working well before the pandemic, but now we’re just broke down by the side of the road. Our ropes have frayed between these two teams and even within our own teams, we’ve on boarded new staff, they’ve never met each other. And so what is it that we’re going to do? So understanding, for example, when you need to pick up the phone, when email is not enough, our slack is not enough, texting is not enough. We need to actually pick up the phone and work together in a human way towards a solution. Um That, that those kinds of pieces as obvious as it sounds, they’re not pieces that people have necessarily incorporated into their ways of working, particularly younger staff. So understanding that there’s a whole range of those kind of tools that you can use um and sort of working norms that you can establish with those teams if you were a leader or even just a manager of a small team. I think one of the most interesting things we found in this survey is that this tends to be less of a problem at small organizations, particularly when you have like a one person development and communications team, you have to work together. You don’t have a choice. This is a problem that happens often with growth and scaling that relationships that once worked. It’s just harder to figure out how to do that. The more humans you have in the
[00:19:17.28] spk_2:
mix retreats. Plus there’s social time built in. What about? It cannot be a soft tulle, just social time that we’re not doing any planning. But we’re doing, I don’t know, you know, one of the mystery, one of the mystery places, solve the murder mystery places or, you know, whatever or just drinks a game room. Yeah. Yeah. Right. Just get to know each other outside our, our marketing and communicate.
[00:20:04.70] spk_3:
This can be very social. But the idea of like after we do something, we have to do some retrospection together, I think that often gets lost in these teams because people are moving so fast, you move from one campaign to the next campaign to the next ask. And now so many teams have the data to sit down together after doing something, even something that maybe didn’t go very well and saying, well, what worked here? Is there something we can learn together and kind of using the data is a way to have an independent objective view. You can all analyze together and say, what does this mean for the future? How do we do it? And you can do those in a fun social way. It doesn’t have to be a boring, sort of like. Now we’re going to do a postmortem and we’re all going to look at it. You can, you can sort of make this a part of the way that you work together.
[00:21:13.56] spk_1:
It’s time for a break. Donor box. It’s the fundraising engine of choice for 50,000 organizations from 96 countries. They’ve got something new. Now, you can accept cashless donations anytime and anywhere with donor box live kiosk, turn your ipad or Android tablet into a kiosk to boost in person giving. And with their new additions to donor box events, you can sell tickets in 43 currencies and ask buyers to cover fees. Put these two together and you’re in person events will take off donor box helping you help others. Donor box dot org. It’s time for Tony’s take two.
[00:21:16.08] spk_0:
Thank you, Kate. How, how are you?
[00:21:18.85] spk_1:
I’m doing well. How are
[00:22:58.51] spk_0:
you? Uh, I’m great. I’m great. I’m glad you’re with us. And, uh, and congratulations again on your promotion. That’s so, that’s Kate. She’s not an intern. She’s our associate producer, but I have someone I can blame. Now, I’ve been saying for years, where’s the intern? Yeah, I wish I had an intern every time I make a mistake who would say who writes this crappy copy? I wish I had an intern to blame. Well, I don’t have an intern but I have an associate producer now, I have an associate producer that I can blame. It’s beautiful. So, any flubs? Well, I’ll just leave them at flubs. I won’t go more, uh, I won’t be more extreme with another F word with any, with any, with any flubs. I’ve got an associate producer that is now going to be responsible. I’m thinking this, this is today’s news. I’m just thinking, I’m glad that Kate is not a member of Sag after yet. Otherwise I would have lost her. She’d be, be on the line so we wouldn’t have her but not a member yet. It’s relieving. It’s sort of, there’s a burden lifted from my shoulders that I no longer have to bear the responsibility of my own mistakes. That’s the beauty of it. I don’t have to be responsible for my own flubs any, any longer. Very relieving. That is Tony’s take two.
[00:23:20.68] spk_1:
Not what I was expecting and I’m not sure what I’ve gotten myself into here but whatever we’ve got just about a butt load more time now. Back to communications and development. Teens working better together. Hmm.
[00:23:23.89] spk_2:
Where else should we go with the topic? We still have some time together. You know, we haven’t
[00:25:24.42] spk_4:
talked about yet when you, if there’s something broken that needs, that needs healing, you know, you think about these conflicts in any, whether it’s between communications and development, between it and development, any kind of processes that are broken and cause frustration and friction within teams. It’s useful to have another event happening and that needs change and then you can overlay process improvement during another change. So a good example that we often find is that if someone is migrating from one software tool to another, it’s a great opportunity because people are going to use a different technology when they come to work every day. The common thing between development departments and communications departments is that they all use digital tools. They use CRM S, they use email marketing tools, they are always tied to technology. And so if the technology is changing, it’s a great opportunity to think about what role do we need doing? What activity in this tool? And then you can take that one step further and say, how should all these roles work together? What’s the workflow? What’s the process here? Who’s supposed to be doing what and what you find in a lot of organizations is there’s a often individuals that they’re just willing to learn everything. So they’ll take on any project and they can use the tools really easily and they end up doing more than their job description, then you have others who just really don’t, don’t have their role clear about what they’re supposed to be doing. So you have an opportunity in something as, as something like a CRM migration. You can also take a look at the staffing and the staffing structure and the processes and improve some of these frictions almost under the guise of as we go through this technology migration. Let’s take a look at how we’re actually doing our work and that’s useful because sometimes new technology has different features. So you need a skill set of a subject matter, expert in a purse skill. How did that person fit in? Which means how to other people’s jobs change. So if you look at the human component around technology
[00:25:40.50] spk_2:
and sometimes technology is not the sole solution, the people in the processes could very well be contributing to the to the problem that we’re looking for the tech to solve.
[00:26:22.77] spk_4:
Usually the text, I would say almost all the time when we hear about a technology problem, the technology is working as intended. It’s a people and process and workflow problem. Sometimes tools are older and they need to be renovated or an organization has developed a new strategy, an organization that mostly does touch engagement or gets corporate gift or grants wants to start a mass marketing program. They need technology that can better accommodate those different strategies. Those are all opportunities to stop and look at process. How are we looking, how are we working together? What organizational structure do we have? Is everybody is or do we have all the right roles in our team? And it’s a great opportunity, we find that a lot of the time we do a lot of change management and process design around the human component of the technology and it really has nothing to do with the tech itself.
[00:26:34.31] spk_2:
Is there another example, Alice that you can share around an event that merits this this kind of attention and planning and introspect. Really, it’s introspection, I think its organizational introspection, something else non tech
[00:27:33.47] spk_4:
oftentimes a new leader will come in so a new leader can come in and have a new idea or a new program. Like the example of now we’re going to start doing a new strategy. So any type of external force of change, if there’s a moment of critical change, that requires the opportunity to take a step back and look at how things are working. You’re absolutely right. It takes a very self actualized executive director to say here, I’m getting complaints from my development director and complaints from my communications director. I need to bring in an outside consultant and figure out a better process so people can work together. That doesn’t often happen. Usually there’s some other pressing external event like a new person comes in, who’s a leader, a new development director and director and executive director who says, wait a minute, this doesn’t seem right. Why are people complaining and not getting along? Let’s take a look at that or it’s a technology thing. It’s like our tools aren’t working together.
[00:27:58.51] spk_2:
Okay. That was a good example. Thank you. Alright, cool. I’ll put you on the spot. Thank you. All right now. You’re cause craft consulting, you’re not flustered. I, I put you on the spot and you rose to the moment. Of course. What is no surprise, surprise? Yeah, that’s right. All right. Um We still have some time if there’s other stuff you want to, we talked through your three learning objectives, stated, learning objectives for the, for the session. But what else, what else you’re gonna share with folks that we haven’t talked about? Maybe we
[00:28:11.46] spk_3:
could talk a little bit about our survey results. Um I think we learned some
[00:28:14.54] spk_2:
more motivation type. Okay.
[00:28:57.93] spk_3:
Well, one of the things we asked about values beyond motivation, beyond motivation. Uh the subject of structure because we were, we were curious about and we have observed a lot. It’s not a perfect structure that perfect organizational way of structuring this work of these teams that works well every time. But what we really noticed is there are big differences in the way that these breakdowns happen that are a result of structure. So when you have a development in the communications team and one department, it’s not that that’s a perfect structure. It’s just harder to have a lot of conflict where people don’t work together, right? But as an organization grows, you tend to have two separate functions, people specialize and they pull apart. That’s one moment where a lot of conflicts can happen. Um where digital lives in an organization that’s a big differentiator in terms of. So if digital lives in communications. Sometimes there’s a real breakdown between development and calms. Digital are the ambassadors that go back and forth and the emissaries between those teams and are the ones that are trying to connect the ropes. Even when those
[00:29:17.95] spk_2:
earlier you said something similar. Yeah,
[00:29:27.92] spk_4:
they have to be the mitigators, you know, they have to, they’re getting the pressure from both sides and they actually have to serve both departments. So oftentimes the attitude and approach the digital team can be one of either exacerbating conflict or bringing people together.
[00:29:32.93] spk_2:
What about the existence or not? Of the same leader over two different teams. So, but they’re not the same team, they’re two separate teams but same director or vice president. Does that, does that make a difference in terms of likelihood or not of conflict? That’s a good
[00:29:57.92] spk_3:
question. I would say it depends sometimes that leader themselves really has a career that aligns with one function or another. We’ve seen, I have an exam recently, the department that its development in communications, but the leader is really a long term career fundraiser and communications. A little left out. It’s like kind of a child that has the parent that’s really aligned with the other child. So if you have a strong leader who equally invested in both sides and really thinks from the perspective of both sides that actually can work very well as a structure, we’ve seen a lot of that
[00:30:28.41] spk_2:
interesting because they come from a background of one of the other. So they’re going to be much more fluent with one function.
[00:30:51.56] spk_3:
Exactly. As something else we saw that I thought was really fascinating. Is we asked how many of these organizations have a dedicated marketing or engagement team that’s not exactly calm and it’s not exactly development. It’s a marketing function and a huge portion. I think almost 70% said that they have marketing teams when we would have these conversations 10 years ago. Marketing, it’s still a very dirty word in organizations. If you said marketing people would say, well, I’m a nonprofit. We don’t do marketing that’s changed hugely railed
[00:31:14.88] spk_2:
against that, but I always bristled against that, but it has changed, it has changed marketing and promotion. Now we talk about promotion. Promotion used to be sales promotion, like selling lay’s potato chips at a point of sale, you know, in a supermarket that was sales promotion. Uh You know, we’ve, we’ve there are things we can learn from the for profit sector, right? Everything corporate is not dirty. Exactly and marketing and promotion, I think are
[00:31:41.11] spk_3:
examples and marketing. A lot of those teams see themselves as engagement functions as thinking across all the ways that an organization might engage and thinking about the full funnel, the kind of full end to end relationship even for non donors, like volunteers, activists. Um lots of other folks, service recipients even, how do they play into the way the organization needs to be engaging them. Well, the
[00:32:46.09] spk_4:
for profit world has kind of nailed this with the idea of customer experience management. Now you have big companies that have CX. So when you think about the donor experience or the supporter experience, thinking about it, from that perspective, it’s about the curation of an entire holistic experience. The for profit world has nailed that when you, it’s, it’s important to actually for all of the teams to consider their audience as one audience. And how do we, what do we want that experience of our audience to be? And that like I said before, you don’t put your hat on as a donor and a hat on to someone else. So thinking from all of the new knowledge we have from customer experience management, applying that to how we’re going to engage our supporters. We have seen organizations combine their development and communications teams like you said before into a public engagement, um External affairs, other names of teams that have a single leader, the benefit of that is also there’s a single source of making a decision or setting priorities, which is really helpful to have right now, the teams have competing priorities and there’s no arbitrator besides maybe the executive director or the executive committee to say yes, we’re going to focus on this and we’re not going to focus on that. We talked
[00:33:07.22] spk_2:
about message prioritization, okay. Right. Single single decision maker. Alright. Anything you want to leave us with, I let Alice open. So Mr, you want to leave us with something harmonious and uplifting, empowering
[00:33:17.27] spk_4:
the harmonious and uplifting, encouraging,
[00:33:19.09] spk_2:
encouraging, and empowering.
[00:33:57.97] spk_3:
Well, one of the things that gave me great relief in analyzing the survey results was to realize that I think most people know that these two teams actually have more in common than many of the other teams in the organ. There are some natural points of harmony built in. They both really care about results and outcomes. They are very focused on reaching audiences. They think from outside in and not just an inside out perspective. And by that, I mean, they think about these audiences and what do these audience needs. They’re curious about how to reach them, they want to message right and represent the organization, well, they want to get it right. And they see themselves as bro the work of the organization to the world at large, making it relevant and meaningful. So there’s a ton of common ground. I think that just gets obscured a lot of the time by these persistent thorny dynamics. And when you can help people to see the common ground, people are relieved and excited to work together almost universally. We’ve seen that over and over again. The will is there people just sort of need to be given permission and shown the way
[00:34:26.58] spk_2:
Mr mclaughlin Alice Hendricks, both principles and co founders of cars, craft consulting. Thank you very much. Thank you. Thank you, Mr. Thank you Alice and thank you for being with nonprofit radio coverage of 23 nt. See where we are not sponsored by lay’s potato chips. Even though I gave them a shout out, we are sponsored, in fact by Heller consulting, technology strategy and implementation for nonprofits. Thanks for being with us
[00:35:02.90] spk_1:
next week giving circles with the woman who popularized them. Sarah Llewellyn. If you missed any part of this week’s show,
[00:35:06.21] spk_0:
I beseech you find it at tony-martignetti dot com.
[00:35:25.10] spk_1:
We’re sponsored by Donor Box with intuitive fundraising software from donor box. Your donors give four times faster helping you help others. Donor box dot org. Our creative producer is Claire Meyerhoff. I’m your associate producer, Kate martignetti. This show, social media is by Susan Chavez, Mark Silverman is our web guy and this music is by Scott Stein.
[00:35:51.75] spk_0:
Thank you for that affirmation, Scotty be with us next week for nonprofit radio. Big non profit ideas for the other 95% go out and be great.