Donor Management User Guide November 2016

Transcription

1 Donor Management User Guide November 2016

2 Table of Contents INTRODUCTION 5 GETTING STARTED 6 GLOSSARY OF TERMS 7 DASHBOARD 10 Fundraising Overview Chart 10 Donations by Designation Chart 11 Donor Status Chart 11 Campaign Status Charts 12 Task List 13 Activity Feed 13 CONTACTS LIST 14 Contact List Overview 14 Adding a Contact 14 Standard Filter/Sort Options 16 Recommended Filters 16 Creating Custom Filters 17 Saved Filters 20 Editing Saved Filters 20 Selecting Contacts 20 Exporting Contacts 21 Sending to Contacts 21 Adding Multiple Contacts to a Group 21 Deleting Contacts 22 CONTACT PROFILE 23 Contact Profile Overview 23 Activity Feed 23 Donation Trend 23 Types of Interactions 23 Donations Section 24 Task Section 24 s Section 25 Sending Individual Inside the System 25 Attaching s from Gmail or Outlook 25 Groups Section 27 Relationship Section 27 Notes Section 28 Viewing Custom Fields 29 Adding a Profile Photo 29 Donor Management User Guide 2 1

3 DUPLICATES 31 Duplicates Overview 31 When Duplicates Are Identified 31 How Duplicates Are Identified 31 Accessing Duplicates 33 Resolving Potential Duplicates 33 GROUPS 35 Groups Overview 35 Adding a New Group 35 Adding a Contact to a Group 36 Adding Multiple Contacts to a Group 37 Removing Contacts from a Group 37 ing Group Members 38 Deleting a Group 39 DONATIONS LIST 40 Donations List Overview 40 Standard Sorting Options 40 Recommended Filters 40 Creating New Filters 40 Saved Filters 44 Editing Saved Filters 44 Exporting Donations 45 TRACKING DONATIONS 46 Donation Overview 46 Adding a Donation Manually 46 Editing a Donation 47 Editing Limitations 47 CAMPAIGNS 48 Campaigns Overview 48 Types of Campaigns 48 Creating a Campaign 49 Editing a Campaign 50 Understand Campaign Statistics 50 Editing Limitations 51 DESIGNATIONS 51 Designations Overview 51 Types of Designations 51 Creating a Designation 52 Editing a Designation 52 Editing Limitations 53 BLASTS 54 Blasts Overview 54 Creating an Blast 54 Editing an 55 Donor Management User Guide 3

4 Merge Fields 55 Viewing Statistics 56 TEXT MESSAGES 57 Text Message Overview 57 Activating the Text Messaging Feature 57 Sending a Text Message 57 Scheduling Text Messages 58 Tracking Text Messages 59 FORMS 59 Overview 59 Creating a New Form 59 Editing a Form 62 Publishing a Form 62 Tracking Responses 62 SETTINGS 63 Overview 63 Your Organization Settings 63 Admins 63 Custom Fields 64 Creating a New Custom Field 64 Donor Management User Guide 4

5 INTRODUCTION Last Updated 11/1/2016 Ready to have your world rocked? We made Network for Good s Donor Management system just for you: the busy fundraiser. We created a powerful, yet easy-to-use, tool that will save you time and help you get dramatically better fundraising results. Why? Because we believe that small nonprofits deserve great software, too. We also think that managing your donor information should make your life easier and save you time, instead of causing headaches. You ll stay more organized, raise more money, and retain more of your donors. Sound good? Awesome--let s get started! (Oh, and don t forget, we re here with you every step of the way!) How to Make the Most of Your Network for Good Donor Management System Focus on the most important things to keep donors such as thanking them immediately after they donate using the right medium ( , phone, mail). Start simple with basic groupings of contacts and donors to begin customizing your message through segmentation. Set aside just 15 minutes a day to keep your data clean and up to date by resolving duplicates and entering in offline gifts so you don t let it pile up (maybe make yourself a cup of coffee or tea while you re at it.) Take advantage of the recommended filters on contacts to reduce time. Keep your eye out for tips and help throughout the system. Donor Management User Guide 5

6 GETTING STARTED Last Updated 11/1/2016 First things first let s turbocharge your fundraising by focusing on the Top 10 things you can do with your donor management system to achieve results. You can create new tasks whenever you like, but these steps will help you get started with the most common, high-impact actions. 1. Track key fundraising trends on your dashboard YTD fundraising results See where people are giving (through designations/programs) Monitor retention by viewing lapsed donors Check the progress of your campaigns 2. Follow up with new donors New Donors are a great opportunity to develop lifelong donors! Make sure they realize they ve made a great impact and started a special relationship by getting targeted communication. Filter your Contact list for new donors at least weekly. 3. Create your major donor list Your Major donors need special treatment. Let s make a list of these special supporters so it s easy to identify and communicate with them specifically. 4. Create campaigns for lapsed donors They ve given before, but maybe they ve not been active lately. Never fear! Let s create a campaign to reach out to those beloved LYBUNTS and SYBUNTS and win them back! 5. Create a solid template you can reuse for acknowledgements 6. Create groups for key donor segments 7. Add offline donations 8. Clean up duplicates regularly to keep your system uncluttered 9. Keep yourself on track by adding the key tasks for important donors 10. Create filters for the groups you want to contact regularly Donor Management User Guide 6

7 GLOSSARY OF TERMS Last Updated 11/1/2016 Donor Management System: A software system that allows the tracking and organization of Contacts and Donations as well as associated activity and trends. Contact: An individual person that is affiliated with your organization in some way such as a donor, volunteer or board member. A Contact does not have to be Donor. Donor: An individual person that has donated money to your organization at some point in the past. Household: One or more Contacts that have the same home address and/or are considered to be part of the same family for purposes of mailings or donation attribution. Donation: An individual financial gift made to your organization by a Donor. Group: A collection of Contacts that share a common attribute such as Board Members, Committee Members, Volunteer Coordinators. A group is considered static in that it must have group members specifically added or removed, Contacts are not automatically added or removed from groups. Filter: A set of criteria that, when applied, will return a list of Contacts or Donations. Filters are dynamic meaning that each type a filter is applied to a list, any new or changed records that now meet the filter criteria will appear. (e.g. A filter of All donations this week may return additional donations as new donations are made). Recommended Filter: A set of criteria, which Network for Good suggests are useful for outreach and donor retention. These sets of Contacts or Donations are considered best practice for segmenting and reporting. Created Filter / Custom Filter: A set of criteria, which you have created for either Contacts or Donations, based on specific conditions (e.g. Contacts who donated above a specific dollar amount between specific dates you enter). Filter Condition: A comparison of a desired/expected value of field against the Contact or Donation records that meet that criterion. Filter Grouping: A second (or third, fourth...) set of Filter Conditions that can be used to create more complex comparisons for filtering. Saved Filter: A custom filter that you will apply often can be saved for future use. Task: A to-do item related to a specific Contact such as a follow up phone call or . You set Tasks manually and assign them a due date and time. All admins can view tasks, but only the admin who sets the task will receive an the morning the task is due reminding them to complete the task. Donor Management User Guide 7

8 Campaign: A sustained fundraising initiative usually taking place over the course of at least 3 months. For online donations from Network for Good, a Campaign will be the name of the Campaign or Page you created for raising funds. Designation: A specific area to which a Donor has chosen to direct their funds such as a specific program or project. For online donations, Designations are those you have added to your online donation forms and from which Donors have chosen when making a donation. Tags: An automatic label applied to Contacts that indicate different Donor Types. The four Donor Type tags are Active Donor, Lapsed Donor, New Donor, Recurring Donor. Active Donor: A Contact that has donated money to your organization at some point in the past. Lapsed Donor: A Contact that has donated money at some point in the past, but not in the last twelve (12) months. New Donor: A Contact that has donated money at some point in the last thirty (30) days. Recurring Donor: A Contact that has a Donation with an associated frequency such as weekly, monthly, quarterly. Blast: An sent to a multiple contacts that uses a specific Template within the system. It is the same as a bulk or mass . blasts can be sent to a pre-defined group or simply by selecting a list of Contacts. Recipients: Contacts that have been sent an Blast. Open Rate: The number of Contacts who opened the Blast. Click Rate: The number of Contacts who clicked on a link inside of the Blast such as a link to one of your donation pages - if a link was included in the Blast. Templates: Pre-created s that have a specific layout and may have images and text. Text Messages: Electronic messages sent to mobile phones. Synonyms include SMS (short message service), MMS (multimedia messages - such as images) Forms: A mechanism for collecting and aggregating individual responses to specific questions, similar to a survey. Potential Duplicates: Two Contacts that the system identifies as potentially being the same Contact based on similar names, addresses, or other attributes. Contact Relationships: The association of two Contacts to one another through a defined relationship such as Spouses, Parent/Child, Coworkers, or Friends. Donor Management User Guide 8

9 Notes: Free form text information about a Contact or an interaction with a Contact that is better captured in freeform than in a specific field. Attachments can also be added to the Contact in this section. Activity Feed: A list of all interactions that have occurred between your organization and an individual Contact such as Donations, s, or Tasks. Custom Fields: These are fields unique to your organization that you would like to track on a Contact records. Fields can be of different types such as checkbox, picklist, or text. Administrator: A Contact that has login privileges to your Donor Management System account to perform functions such as creating or editing Contacts, adding donations, or sending Blasts. Export: Extracting the results of a filter to.csv (Comma-Separated Values) file, which can be opened in Microsoft Excel or imported into other programs that accept.csv files. Donor Management User Guide 9

10 DASHBOARD Your Donor Management Dashboard gives you everything you need to know at a glance. Here is where you ll see how much you ve raised, how many donors you have, key tasks, recent activity, and campaign summaries. Your Dashboard lets you see how your fundraising efforts are paying off and gives you an easy way to drill down into each section to get more details. Fundraising Overview Chart You have an easy way to see how your fundraising efforts are going as well as an indication of how you are improving versus the previous year. The chart shows your fundraising over the last 12 months. To the right of the chart are a number of statistics that show Year-to-Date trends versus the same period Last Year. Raised this Year: How much, in dollars, you have raised year-to-date and how much this has improved over the same period last year (Example: If it is currently March 25, 2016 it will show you how you are performing from January 1, 2016 March 25, 2016 vs. January 1, 2015 March 25, 2015) Average Donation: The average donation amount year-to-date. This is calculated by dividing the sum of year-to-date donations by the number of donations year-to-date. You can also see how your average donation year-to-date compares to the same period last year. # Of Donations: The number of donations year-to-date. You can also see how this figure compares to the same period last year. Raised this Month: How much, in dollars, you have raised so far this month and how this figure compares to the same month last year. Donor Management User Guide 10

11 Donations by Designation Chart You can find out which of your programs donors find compelling or where you are doing a good job of fundraising. This chart shows you where donors have chosen to designate their donations through online donation pages or via offline gifts. You can hover over any wedge of the chart to see the details for that Designation and you can click view all > to go to the list of Designations to see giving to all Designations. Donor Status Chart One of the most important metrics for your organization is donor retention. This chart shows you how well you are retaining your donors and who might have lapsed (a donor who gave at some point, but hasn t given in the past 12 months). You can click view all on Active Donors (a donor who has given in the past 12 months) or view all on Lapsed Donor to go to the list of donors and immediately take action to send a communication or perform other follow-up actions. Donors this Year: The number of individual donors year-to-date and how much this has improved over the same period last year. Active Donors: The number of currently Active Donors, those who have given in the past 12 months. This number is compared to how many Active Donors you had on this date last year. Lapsed Donors (not retained): The number of currently Lapsed Donors those who gave at some point, but have not given in the past 12 months. This number is compared to how many Lapsed Donors you had on this date last year. Your goal is to get this percentage to decrease each over time. Did you know that nonprofits lose an average of 60-70% of their first-time donors every year? You can do better than that! Donor Management User Guide 11

12 Campaign Status Charts Here s where you can easily see how your current Campaigns are performing: where you are having success, where you are on track to hit your goal, and which Campaigns need attention. Campaign Labels Raised: The amount raised for this Campaign # Donations: The number of individual Donations to this Campaign Days Left: The number of days left on the Campaign, if No End Date, then no end date was set % To Goal: Amount raised against the goal, if no progress bar shows, then no goal was set Everyday Giving Page: Online donation pages that you have set up for regular donations or specific campaigns such as recurring giving or #GivingTuesday Peer-to-Peer: Online campaigns where supporters are raising money on your behalf with personal fundraising pages. Donor Management User Guide 12

13 Task List The Task List is a running list of outstanding tasks. You will see upcoming and overdue Tasks and can choose to mark them as completed from the dashboard by clicking the checkbox next to the Tasks. Activity Feed The Activity Feed is a running list of all activities that have taken place in your system such as Donations, Tasks, Blasts, Form Submissions, New Contacts/Contact Updates. You can easily filter this list by clicking the Showing All filter box. Donor Management User Guide 13

14 CONTACTS LIST Last Updated 11/1/2016 Contact List Overview Who s in your database? Your contacts list will tell you! Learn more about your donors, volunteers, event attendees, and other contacts by taking advantage of some simple, yet powerful, tools that will help you group, filter, and communicate more effectively with your supporters. Adding a Contact Manually Start adding a contact one of several ways: Click Quick Add +, then Contact Click Contacts in the left-hand navigation, then click Add Contact Add a Contact from the Add Donation form Adding an Individual Contact 1. Select Individual 2. Give your contact a name and fill out as many of the standard and custom fields as you want to 3. Note that the Receive s? field is meant to indicate whether a contact has opted out of receiving s from your organization. This field will be set to No automatically for contacts who unsubscribe form your lists. It will also be set to no if an sent to the contact results in a hard bounce. Donor Management User Guide 14

15 Adding an Organizational Contact 1. Select Organization 2. Fill out the fields for the Organization as a whole. 3. If you have an individual who is your point of contact at the organization, you may link them to the Organizational contact as long as they exist as an Individual contact in your database. While you can only have one Point of Contact at the organization, you can link multiple Individuals to an Organizational Contact in the Relationships section of the Organizational Contact record. If you link a point of contact to the Organization, blasts sent to the organization will be sent to the address for that individual. Donor Management User Guide 15

16 Standard Filter/Sort Options The contacts list has several default filter/sort options when viewing the Contact tiles. Sorting Options: You can sort by First Name, Last Name, Date Created, Date Modified, or Last Donation Date. Groups Filter: You can filter by any existing Group. Donor Type/Tags Filter: You can filter by any of the four types (Active Donor, New Donor, Lapsed Donor, Recurring Donor). Recommended Filters Donor Management User Guide 16

17 We have created a number of filters to assist you with the most common and useful scenarios based on our fundraising experience. Donated Last Year But Not Yet This Year (LYBUNT): Donors who gave last year calendar year, but not this calendar year. These are great prospects for giving and also to keep as sustainers. Donated Some Year But Not Yet This Year (SYBUNT): Donors who gave some calendar year, but not this calendar year. You have an opportunity to reengage these donors with the right message. YTD Donors Greater or Equal $500: These are your important donors as they are either your major donors or have the possibility to become major donors. They need special recognition. With Donations: These are your Contacts that have made donations. These Contacts can be potentially engaged to increase their giving, start a personal fundraiser, or attend an event. Without Donations: These Contacts haven t (yet!) made a donation. You can turn these Contacts into donors or get them to attend an event or volunteer. Target them for increased engagement with your organization. With an Address: These Contacts are those you can send Blasts to. Without an Address: These Contacts will need a phone call or physical mail until you can get their address on their record. To use a Recommended Filter, simply click the Recommended Filter Box and then click on the name of the Recommended Filter. The results page will display only Contacts that meet the given criteria. Creating Custom Filters After using the Recommended Filters, you may recognize that you want to create one of your own. You can do this by going to the Create Filter + box next to Saved Filters. 1. Select a field from the Contact record that you want to filter on. The fields are those on the Contact record as well as several summary fields such as Total Donations this Year, Total Donations Last 30 Days, and Last Donated At (date). 2. Choose a filter operator. These operators will depend on the field you select. See the examples below. Single Condition: You want to find Donors that have the name Rob as part of their name such as Rob, Robert, or Roberta. A. Add Condition 1 i. Choose Field: First Name. Donor Management User Guide 17

18 ii. Choose Filter Operator: Contains (this will look for contacts that have Rob as any part of their first name). Other operators might include Equals, which would look for an exact match or Does Not Equal to find all Contacts except those with a specific name. Enter Rob in the Field Value Comparison box. iii. Click Search Multiple Conditions: You want to find Donors that gave more than $500 this year AND who gave to the campaign named Capital Campaign. A. Add 1st Condition i. Choose Field: Total Donations This Year. ii. Choose Filter Operator: Greater than or Equal to iii. Enter 500 in the Field Value Comparison box B. Add 2nd Condition i. Choose Field: Donated to Campaign ii. Choose Filter Operator: Equals iii. Select Capital Campaign from the Field Value Comparison box C. Click Search Multiple Conditions with Grouping: Grouping Conditions is a lot like using parentheses in mathematics. For example, you want to find Donors that have given more than $500 this year AND gave to the campaign named New Surgical Campaign AND are located in the District of Columbia OR Maryland OR Virginia. If we were to write this out as a formula, it would look like this: Donor Management User Guide 18

19 (Total Donations This Year > 500 & Donated to Campaign = New Surgical Campaign) & (State = DC or State = MD or State = VA). In this example, we have two groups. Group 1 has two conditions and Group 2 has three conditions. Here is how we would create this custom filter: A. Add 1st Condition i. Choose Field: Total Donations This Year ii. Choose Filter Operator: Greater than or Equal to iii. Enter 500 in the Field Value Comparison box B. Add 2nd Condition i. Choose Field: Donated to Campaign ii. Choose Filter Operator: Equals iii. Select New Surgical Campaign from the Field Value Comparison box C. Choose All from the Condition Logic Picklist for Grouping 1 D. Add 2nd Grouping E. Add 3rd Condition i. Choose Field: Home Address > State ii. Choose Filter Operator: Equals iii. Enter District of Columbia in the Field Value Comparison box F. Add 4th Condition i. Choose Field: Home Address > State ii. Choose Filter Operator: Equals iii. Enter Maryland in the Field Value Comparison box G. Add 5th Condition i. Choose Field: Home Address > State ii. Choose Filter Operator: Equals iii. Enter Virginia in the Field Value Comparison box H. Choose Any from the Condition Logic Picklist for Grouping 2 I. Click Search Donor Management User Guide 19

20 Saved Filters Once you have created a custom filter, you may choose to save it. 1. Click Save after entering the criteria of the Custom Filter before searching, or 2. Return to the Custom Filter after you have hit Search by clicking Create Filter + again, then clicking Save Editing Saved Filters Once you have created a Saved Filter, you can rename the filter or modify the criteria. 1. Click Saved Filters 2. Click Manage Saved Filters 3. Click Edit next to the Saved Filter you wish to edit 4. Change the name of the filter and/or the conditions Selecting Contacts When viewing all Contacts or a filtered list of Contacts you can select a single Contact or multiple Contacts. To select a single Contact, check the box in the upper left of the Contact tile To select multiple Contacts, check the box in the upper left of the Contact tile of each Contact you want To select all Contacts, check SELECT ALL above the list of Contacts Donor Management User Guide 20

21 Exporting Contacts To export a list of Contacts to a Comma-Separated Values (.csv) file, select at least one Contact and then click the Export button to the upper right of the Contact List. You will be given the option to export by individual or by household. If you select to export by household, only one row per household will be exported and an extra column will appear listing the other members of the household. YTD and Lifetime Donation columns will reflect the totals for all household members. When you click to export, your file will begin to download. This may take several minutes, depending on how much data was selected and how many export requests are in the queue. The export will include: All Standard Contact Fields Year-to-Date Donation Total Lifetime Donation Total All Contact Custom Fields No need to refresh the page waiting for the export to be completed. When it s ready for downloading, you will receive an notification with a link to download the file. Sending to Contacts To a list of Contacts, select one or more Contacts. More often than not you ll want to first run a filter then select from the results. Once you select the Contacts you re interested in, click the Send button to the upper right of the Contacts List. This will take you to the Send process, which is described in the Blast section of this User Guide. Adding Multiple Contacts to a Group Donor Management User Guide 21

22 To add a list of Contacts to a group, you may select a list of Contacts once filtered (e.g. using a Donor Type filter, a Recommended Filter, a Custom Filter, or a Saved Filter). Once the Contacts are selected, click Add to Group and choose from an existing Group or click Manage Groups to create a new group. You can find more information on Groups in the Groups section of this User Guide. Deleting Contacts It is not recommended that you delete Contacts unless the data is completely inaccurate (both the name and contact information are not able to be verified). If you have one piece of information, such as , you may be able to update the other information in the future. If you choose to delete a single Contact or multiple Contacts you will not be able to reverse this operation. To delete a single Contact: You can select the Contact from the Contact List and then click the Delete button to the upper right of the Contact List. You will be prompted to confirm you really want to delete the Contact. Alternatively, you can go to the individual Contact record and click the down arrow next to the edit button and then click Delete. To delete multiple Contacts: You may select a list of Contacts once filtered using a Custom Filter or simply search for Contacts. Once the Contacts are selected, click the Delete button to the upper right of the Contact List. You will be prompted to confirm you really want to delete the Contact. Donor Management User Guide 22

23 CONTACT PROFILE Last Updated 11/1/2016 Contact Profile Overview Learn even more about specific people in your database by viewing their individual contact record. You can check out a supporter s donation details and one-on-one history, plus you can store other information like custom notes and shared characteristics with other contacts in your list. Activity Feed The activity feed shows all recent interactions with a Contact including Donations, s, Form submissions, and Tasks. This is a great way to see how engaged your Contacts have been recently. Donation Trend The donation trend provides a quick view of donations made over the last 5 years by this Contact along with statistics on year-to-date giving, lifetime giving, and average gift size. This chart will automatically update when new donations are made online or added manually. Types of Interactions Your donor management system allows you to track key interactions with Contacts including Donations, Tasks, s, Notes (e.g., from conversations you ve had), and Relationships with other Contacts. You can quickly add a new interaction by clicking Add New at the top of the interactions and then choosing the type of interaction or by going to the individual section within the Contact profile and clicking Add in that section. Donor Management User Guide 23

24 Donations Section The Donations section tracks all recent donations whether offline or online, ordered from most recent to oldest. Donations made through Network for Good s online donation pages and peer-to-peer campaign forms will automatically appear here as well as any offline donations you manually add. You can edit any manually entered donation by clicking the arrow to the right of the donation description. You cannot edit donations that have come from Network for Good s online donation pages as these have already been completed and charged. Task Section The Tasks section keeps track of to-dos assigned to anyone in the system related to this Contact. It has separate sections for Overdue Tasks, Upcoming Tasks, and Completed Tasks. Mark a task as complete by simply clicking the check box next to the task and it will move to the Completed section. Donor Management User Guide 24

25 s Section The s section tracks all s sent from within the Donor Management System. It includes any attachments as well. s are sorted chronologically starting with the most recent. Sending Individual Inside the System To send an from inside the system, you can start from several places. Go to the individual Contact and click Add New and then select Add Go to the individual Contact and click Add from the s section of the profile Once you are on the individual screen, you can choose to copy additional addresses, write your message using the WYSIWYG (what you see is what you get) editor, and add attachments. Attaching s from Gmail or Outlook Donor Management User Guide 25

26 If you want to send an to an individual contact from Gmail, Outlook, or any other client, you can still attach the to the Contact record so that it appears in the s section. Your organization has a unique address that you can blind copy (BCC:) in Gmail or Outlook. When you send an with the unique BCC address, the Donor Management system will look for a Contact with an address matching the TO address and, if found, will attach the in the s section. Note, that for this to work, the from sender must be some associated with an admin user on your account. Below are the instructions for using this BCC address. 1. Go to any individual Contact and navigate to the s section 2. You will see your organization s unique address in the s section. 3. Copy the unique address and add it to your address book in Outlook or Gmail. 4. Create an in Gmail or Outlook and add this BCC address when composing your . Donor Management User Guide 26

27 Groups Section The Groups section displays Groups that this Contact belongs to. You can add a Contact to a Group simply by checking the box of the Group you would like them to belong to. You can also add Contacts to a Group from the Groups page or from the Contact List. Relationship Section This section tracks the relationship between Contacts in your system. You can add many types of relationships including spouses, friends, and co-workers. Donor Management User Guide 27

28 To add a new relationship: 1. Click Add within the Relationships section (you may also click Add New from the top of the Interactions section of the record) 2. Begin to type the name of the person to select them as a Contact 3. Choose the type of relationship 4. Click Submit Notes Section Use the Notes section to track any general notes, a description, or conversations you have with a Contact to keep all your information in one place. Search on Notes by creating a Contacts Filter. You can also attach files to a Note. Donor Management User Guide 28

29 Viewing Custom Fields View Custom Fields by clicking Edit at the top of a Contact profile. Add new Custom Fields under Settings. Adding a Profile Photo Add a photo to a Contact by clicking Edit at the top of their profile, then uploading an image. Note: Donors who gave through Network for Good and either logged in through Facebook or uploaded their own profile photo will already have photos. Donor Management User Guide 29

30 Donor Management User Guide 30 Last Updated 11/1/2016

31 DUPLICATES Last Updated 11/1/2016 Duplicates Overview Duplicates ugh. Duplicate records slow you down and make you trust your data less. We ve automated the identification of duplicates and made it super easy to merge them so you can move on with your fundraising. When Duplicates Are Identified The donor management system automatically identifies duplicates in several scenarios: 1. Upon manual entry of a Contact 2. Upon sync of Donors and Donations from Network for Good s donation and peer-to-peer fundraising pages 3. Upon bulk import or migration of your initial data How Duplicates Are Identified We use a variety of combinations to identify potential duplicates and then take corresponding actions based on the potential duplicates we find. The scenarios we use are: Duplicate Scenario exact match System Action On Manual Creation (1) Prevents duplicate entry and shows error System Action on Import/Sync Automatically merges First Name / Last Name match Last Name and Address match (2) Prompt during entry as potential duplicate and offer to edit instead (3) Flags as potential duplicate to be merged (3) Flags as potential duplicate to be merged (3) Flags as potential duplicate to be merged (1) Prevents duplicate entry on exact match Donor Management User Guide 31

32 (2) Prompt during entry as potential duplicate and offer to edit instead (3) Flags as potential duplicate to be merged Donor Management User Guide 32

33 Accessing Duplicates Access Potential Duplicates (when they exist) in the following places: When you see a warning flag in the Contacts navigation item. Click on Duplicates. When you see a warning flag on a Contact tile in the Contacts List, click on the warning icon. Resolving Potential Duplicates Once you ve navigated to your Duplicates list, it s time to tidy things up. Great news we ve made it super easy and fast to resolve your duplicates. The duplicates list will show the potential duplicates and the reason they were identified as such. First, you can quickly indicate that a set of records are not duplicates by selecting the pair and clicking These aren t duplicates. This will remove the warning. To see the duplicates side-by-side, click on the name of the duplicates or Review. Donor Management User Guide 33

34 Select the record you want to keep (the Master Record ). The other record (the Merged Record ) will be overwritten by the Master. A few key rules apply to duplicate merging: If the record you keep has a blank field and the Merged Record has a value in that field, the system will populate that blank field with the field from the Merged Record. If both records (the Master Record and the Merged Record) have a value for a field, the value in the Master Record will overwrite the value from the Merged Record. When merged, any Interactions existing on the Merged Record (including Donations, Blasts, s, Notes, and Relationships) will be carried over to the Master Record and will not be lost. Donor Management User Guide 34

35 GROUPS Last Updated 11/1/2016 Groups Overview Groups help you keep track of your important segments of Contacts or Donors that you want to identify quickly, communicate with regularly, or exclude from mailings. Common examples could be Board Members, Volunteers, Fundraisers, Committee Members, or Sponsors. Best Practices for Groups Go slow at first ensure you need a Group and not a Saved Filter. o You can create a dynamic filter of Donors who have given above a specific dollar amount and call this filter Major Donors. o Similarly, you can create a quick filter of recurring donors. o When in doubt, start with a filter. Make sure each group adds a unique value and isn t just a simple tagging of Contacts or your Groups will quickly become too hard to manage. Periodically review your Groups to make sure you re still using all the Groups you ve created. Adding a New Group To add a Group, all you need is the Group s name. You can add a Group starting from several different places. The easiest way is to go to the (1) Groups page under Contacts and click Add New Group. However, you might find Donor Management User Guide 35

36 yourself wanting to create a group after selecting a list of Contacts in which case you can choose Add to Group and then click (2) Create New Group to create a new group quickly. (1) Add New Group from Groups Page (2) Create New Group from Contacts List Adding a Contact to a Group Adding a Contact to a Group couldn t be easier. Start by searching for a Contact and going to their individual record. In the Groups section of the Contact record, simply check the box next to the Group you want to add the Contact to. You can also select the Contact from the Contacts List and click the Add to Group button to the upper right of the Contacts List. Donor Management User Guide 36

37 Adding Multiple Contacts to a Group Start from the All Contacts page and then filter for the specific Contacts you are looking for using a Recommended Filter, Custom Filter, Saved Filter, or Donor Type. Select the Contacts you want by clicking on the individual Contacts or clicking Select All and then click the Add to Group button. Removing Contacts from a Group To remove an individual Contact from a Group, go to their Contact record and simply uncheck the Group they are associated with. To remove multiple members from a Group, go to the Groups page and then click on the number of Contacts associated with the Group to go to the Group Members list. Donor Management User Guide 37

38 Once you are viewing the Group Members Lists, you can select one or more Contacts and then click Remove from Group to the upper right of the Members List. ing Group Members There are three ways you can easily a group: 1. Go to the Groups page, click on the Group name, and then click the Group Members List to view the members. Select the Contacts you want to by clicking on the individual Contacts or clicking Select All and then click the button to the upper right of the Contacts List. Donor Management User Guide 38

39 2. Go to Communication > Blast and click Add Blast. In the Recipients section start typing the name of the existing Group and then click on the name of the Group to select it. You may add multiple groups by selecting one Group and then typing to select another. 3. Go to Communication > Blast and find an existing blast. Click the arrow to the right of the edit button and choose Settings. You can add a Group or otherwise modify the recipients. Deleting a Group To delete a group, go to Contacts > Groups. Click the arrow to the right of the edit button and click Delete. Donor Management User Guide 39

40 DONATIONS LIST Last Updated 11/1/2016 Donations List Overview How are your fundraising efforts progressing? Who is donating and how much? Are you getting lots of small donations or fewer larger donations? How are your donations trending? All these questions are important and easily accessible in the Donations List. Standard Sorting Options The Donations List has several default filter/sort options. Sorting: Sort by Donor First Name, Donor Last Name, Donation Date, Donation Amount Designations: Filter by any Designation Campaigns: Filter by any Campaign Simple Date Filter: Filter by All, This Week, This Month, Year-to-Date, and Custom (enter your own start and end date) Recommended Filters We have created a number of filters that will assist you with the most common and useful views based on our fundraising experience. Donations Last 7 Days: Donations from the last 7 days Donations Last 30 Days: Donations from the last 30 days Donations This Year: Donations year-to-date Non Credit Card Donations: Your offline donations Donations Greater or Equal to $500: Donations of $500 or greater Donations Less than $500: Donations less than $500 Creating New Filters After using the Recommended Filters, you may find that you want to create one of your own. You can do this by clicking the Create Filter + box next to Saved Filters. Donor Management User Guide 40

41 1. Select a field from the Donation record that you want to filter on. Two types of fields can filter donations: Donation Fields and Contact Fields Donations Fields: Selecting a Donation field type will find any donations with those characteristics Contact Fields: Selecting a Contact field will grab any Donations made by Contacts with those characteristics You can use any combination of fields to create a new filter but regardless of which type of fields you filter by, the output will always be a list of donations. If you want to find a list of contacts, please see Creating Filters for Contacts. 1. Choose a filter operator. These filters will depend on the field type you select. A few examples are below: Single Condition: You want to find all donations that have been made by contacts with Rob as part of their name, such as Rob, Robert, or Roberta. A. Add Condition 1 i. Choose Field: First Name. ii. Choose Filter Operator = Contains (this will look for Contacts that have Rob as any part of their first name). Other operators might include Equals, which would look for an exact match, or Does Not Equal, which finds all Contacts except those with a specific name. Enter Rob in the Field Value Comparison box iii. Click Search Donor Management User Guide 41

42 Multiple Conditions: You want to find how many donations of $100 or more were given by people under the age of 30 (born before 1985). A. Add 1st Condition ii. Choose Field: Amount iii. Choose Filter Operator: Greater than or Equal to iv. Enter 100 in the Field Value Comparison box B. Add 2nd Condition i. Choose Field: Date of Birth ii. Choose Filter Operator: Greater Than iii. Enter 12/31/85 into the date field C. Click Search Donor Management User Guide 42

43 Multiple Conditions with Grouping: Grouping Conditions is a lot like using parentheses in mathematics. For example, you want to find Donations by Donors who gave more than $500 this year AND who gave to the campaign named New Surgical Campaign AND who are located in the states of District of Columbia OR Maryland OR Virginia (using home area codes as a proxy for states). If we were to write this out, it would look like this: (Total Donations this year > 500 & Donated to Campaign = New Surgical Campaign) & (Home Phone Contains 202 or Home Phone Contains 301 or Home Phone Contains 703 ). In this example, we have two groups. Group 1 has two conditions and Group 2 has three conditions. Here is how we create this custom filter: A. Add 1st Condition i. Choose Field: Total Donations This Year ii. Choose Filter Operator: Greater than or Equal to iii. Enter 500 in the Field Value Comparison box B. Add 2nd Condition i. Choose Field: Donated to Campaign ii. Choose Filter Operator: Equals iii. Select New Surgical Campaign from the Field Value Comparison box C. Choose All from the Condition Logic list for Grouping 1 Donor Management User Guide 43

44 D. Add 2nd Grouping E. Add 3rd Condition i. Choose Field: Home Phone ii. Choose Filter Operator: Contains iii. Enter 202 in the Field Value Comparison box F. Add 4th Condition i. Choose Field: Home Phone ii. Choose Filter Operator: Contains iii. Enter 301 in the Field Value Comparison box G. Add 5th Condition i. Choose Field: Home Phone ii. Choose Filter Operator: Contains iii. Enter 703 in the Field Value Comparison box H. Choose Any from the Condition Logic Picklist for Grouping 2 I. Click Search Saved Filters Once you have created a custom filter, you may choose to save it. 1. Click Save after entering the criteria of the Custom Filter and before searching, or 2. Return to the Custom Filter after you have hit Search by clicking Create Filter + again and then clicking Save Editing Saved Filters Once you have created a Saved Filter, you can rename the filter or modify the criteria. 1. Click Saved Filters Donor Management User Guide 44

45 2. Click Manage Saved Filters 3. Click Edit next to the Saved Filter you wish to edit 4. Change the name of the filter and/or the conditions 5. Click Save Exporting Donations To export a list of Donations, go to Giving, run a filter (optional), click the down arrow next to Add Donation, and select Export. An export will begin and the selected Donation records will download to a Comma-Separated Values (.csv) file. You can open the file in Microsoft Excel or import it into other programs. The export will include: All Standard Donation Fields All Standard Contact Fields All Contact Custom Fields No need to refresh the page waiting for the export to be completed. When it s ready for downloading, you will receive an notification with a link to download the file. Donor Management User Guide 45

46 TRACKING DONATIONS Donation Overview Donation records track all the key information you need to know about gifts made to your organization. Each record is associated with a Contact in your Donor Management System and may also be associated with a Campaign and/or Designation. Adding a Donation Manually You can manually add offline donations at any time. Donations made through Network for Good s online donation pages will automatically sync to your system. 1. Start adding a donation one of several ways: Click Quick Add + from the upper left corner of any screen, then click Donation Click Giving from the left navigation then click Add Donation Open a Contact record, then click Add New > Donation Open a Contact record, scroll to the Donation section, and click Add 2. Complete the following fields: *Donor: The Contact that made the donation, you can search by starting to enter a name if this field is not already populated or you can create a new Contact during this process by clicking the add that contact first link which will display a window to quick-create a new Contact *Donation Date: The date of the donation *Donation Amount: The dollar amount of the donation *Donation Payment Method: Method used to pay (e.g., credit, check) Campaign: Select an existing Campaign or quickly create a new Campaign by clicking Create a new campaign, which will display a window to quick-create a new Campaign. Designation: Select an existing Designation (where the donor wants to direct their donation) or quickly create a new Designation by clicking Create a new designation, which will display a window to quick-create a new Designation Donation Notes: Any notes related to the Donation such as how additional instructions from the donor or context of the Donation Tribute NOTE: You may opt to add manual donations on your Fundraising Pages account. These donations will sync over to your Donor Management System, just like online donations. Do this only if you care about these donations appearing on your online donation pages as progress towards a campaign goal. Donor Management User Guide 46

47 Editing a Donation To edit a Donation, go to the Donations page and search or filter to find the donation and then click Edit on the row of the given Donation. Editing Limitations Users cannot edit all fields on Donations made through Network for Good s online donation pages because they are processed through Network for Good s Donor Advised Fund and then re-granted to your nonprofit organization. These Donations will appear as Synced. Donor Management User Guide 47

48 CAMPAIGNS Campaigns Overview A great Campaign can produce tremendous results for your organization and it s important to know which Campaigns are working. Campaigns are your sustained fundraising initiatives through which Donors give. The Campaigns page gives you an easy way to view how your Campaigns are progressing and take action. Types of Campaigns For online donations from Network for Good, a Campaign will be the name of the Campaign or Page you created to raise funds. For offline Donations, you may create Campaigns with any name. Examples: If you use Network for Good s donation pages and campaigns, it may look like one of the following. The names and types of the Campaigns are highlighted in red. Example 1 Example 2 Donor Management User Guide 48

49 Creating a Campaign Campaigns made through online donation forms or peer-to-peer campaigns will automatically create Campaigns in your Donor Management System after a donation has been processed through them. Here s how to manually create a new Campaign: 1. Go to Giving > Campaigns 2. Click Add Campaign 3. Enter a Campaign Name 4. (Optional) Enter a Goal (Entering a Goal will allow donations to be tracked against the goal) 5. (Optional) Enter a Campaign End Date (Campaign End Date will not prevent entry of new donations after the date has passed; this simply tracks the number of days remaining in a campaign) 6. (Optional) Enter a URL (The URL will allow you to easily link to a Campaign page; Campaigns created from a Network for Good donation page or peer-to-peer campaign will have the URL automatically populated) 7. Click Save Donor Management User Guide 49

50 Editing a Campaign To edit a Campaign, navigate to the Campaigns page and then click Edit on the row of the Campaign. Understand Campaign Statistics Campaigns allow you to track key statistics and progress. Created by: The name of the administrator that created the Campaign. If this was an automatically created Campaign, it will list Automated Integration Donor Management User Guide 50

51 Created date: The date the Campaign was created End date: The date the campaign ended or will end Raised: The amount, in dollars, raised through the Campaign % to Goal: The percentage raised toward the goal (if no % is displayed then no goal was entered) Editing Limitations Campaigns that are created as online donation pages or peer-to-peer campaigns cannot be edited in the Donor Management System. They will show as Synced which indicates they are syncing from an online form. To edit these Campaigns, click Synced, then sign in to your admin account and edit the Campaign. Designations Overview DESIGNATIONS Designations are critical to understanding the programs or areas that Donors find compelling when making donations. You may design a whole Campaign around a Designation if it seems to be gaining traction with Donors. Designations give you an easy way to see how your funds or programs are progressing and take action. Types of Designations For online donations from Network for Good, a Designation will be the name of the Designation the Donor chose during the online donation process. For offline Donations, you may create Designations with any name. Examples: If you use Network for Good s donation pages and campaigns, it may look like one of the following. The names of the Designations are highlighted in red. Example 1 Donor Management User Guide 51

52 Example 2 Creating a Designation Here s how to manually create a new Designation: 1. Go to Giving > Designations 2. Click Add Designation 3. Enter a Designation Name 4. Click Save Editing a Designation To edit a Campaign, navigate to the Designations page and then click Edit on the row of the Designation you wish to edit. Donor Management User Guide 52

53 Editing Limitations Designations that are created from online donation forms cannot be edited in the Donor Management System. They will show as Synced which indicates they are syncing from an online form. To edit these Designations, log in as an admin to your fundraising pages account, and edit the Designations for a given Campaign. Donor Management User Guide 53

54 BLASTS Last Updated 11/1/2016 Blasts Overview Ready to reach out to your contacts? The Blast feature of Donor Management will help you keep your donors informed and inspired. It s easy to send an appeal, newsletter, alert, or any other type of communication to your list. Creating an Blast 1. Go to Communication > Blasts 2. Click Add Blast Create your Subject Line and enter the Group(s) and/or Saved Filters for your Recipients. For your first blast, select Starter as your layout and choose one of the four styles. About the templates: If you prefer to build your with an unrestricted layout then select the first option. The other three styles are ready for you to plug in your text and images and go. All layouts are automatically optimized for desktop, tablet, and smartphone viewing. After you create your you will be able to save it as a template to be selected when creating future blasts. Set a Reply-to Address. Your reply-to address should be an active address for your organization. If someone replies to your , you want him or her to get in touch with a real person. The address you enter here will receive any replies recipients send to you. If you have any Attachments, add them now. You may also choose if you want to schedule an automatic delivery of your for a future date/time. Click Save to proceed. Donor Management User Guide 54

55 Editing an Now you can design and write your ! Click the pencil icons to edit each content section. Be sure to click Save in each content section. When adding content, use the + icon to add more sections and the x icon to remove sections. Merge Fields You can personalize information in blasts by taking advantage of merge fields. When editing a text content section, look for the icon in the bottom right of the WYSIWYG text editor as seen below. Insert any of the following fields from each of your recipients contact records: First name, Last name, Name (full), , Address, City, State, Zip code, Last donation amount, Last donation date, First donation date, Year-to-date donations, Lifetime donations. Your social media icons and links, address, and name will be added to the footer of your automatically. When you finish customizing your , click Back at the top of the screen. Your new is now in your Blasts list. Donor Management User Guide 55

56 Before sending the blast to your selected recipients, send a test to yourself to preview what everyone will see and test your links. To send yourself a test, click on the down arrow by the edit button next to the blast you created. You can also update the settings, save the blast as a template for future use, and duplicate the . When you re happy with your , click Send now. If you selected a scheduled delivery, your will not be sent until that time. If you didn t schedule a time, your will be sent right away. Viewing Statistics After you ve sent your blast you will see the Open and Click rates displayed in place of the Send Now button. These stats will automatically update as people view and interact with the blast. Click on View Recipients to see who opened your blast, who clicked on links within it, who hasn t opened it, and who resulted in a soft or hard bounce. Donor Management User Guide 56

57 You can follow up with people based on how they interacted with your blast by adding them to a new Group. To do this, click View Recipients, then Create Group. Select Contacts who opened, Contacts who clicked, or Contacts who did not open. Text Message Overview TEXT MESSAGES Text messages are perfect for sending out a quick, urgent message. Write to your volunteers about tomorrow s event, let your board know about an important update, or send a link to your fundraising campaign page to donors. 97% of text messages are opened within three minutes. Cut through the noise and make sure your communications are received through text messaging. For longer, less urgent messages we recommended sending blasts. Activating the Text Messaging Feature Important: Before you can use Network for Good Text Messages you will need to request access. Go to Text Messages in the Communication tab and complete the quick sign-up form. Once we receive your request, you will have access within 48 hours. You will receive an outbound text phone number with an area code you choose. Sending a Text Message To send your first text message, visit Text Messages in the Communication section of your Network for Good Donor Management System and click Add Text Message. In the Recipients field, you will select the Group(s) or Saved Filter(s) to send your message to. You can manage your groups and filters here. Donor Management User Guide 57