COMMUNICATIONS TOOLKIT

A guide to navigating communications for the nonprofit world

written, designed & published by cause communications

COMMUNICATIONS TOOLKIT
A guide to navigating communications for the nonprofit world

written, designed & published by cause communications, santa monica

 R. Christine Hershey, Author
Susan L. Wampler, Project Writer/Researcher
Andrew J. Posey, Editor
Joanna Lee, Design Director
Kristin Allen, Designer
Anne M. Perry, Copy Editor
Preeti Narang, Research Assistant

R. Christine Hershey Cause Communications

As president and founder of Hershey Associates and Cause Cause Communications is a nonprofit communications firm
Communications, based in Santa Monica, California, Chris that advances the work of foundations and nonprofits through
consults with CEOs and senior executives throughout the communications that reach, inspire and motivate. Cause
country, advising on questions of positioning, market strategy Communications applies many of the same communications
and brand identity. Over the past 25 years, Chris has grown strategies Fortune 500 companies use to succeed. Our
Hershey Associates into a nationally recognized design and knowledge comes from the expertise gained from Cause
marketing communications company. Her work in the Communications sister company, Hershey Associates, whose
corporate sector, and her commitment to helping nonprofits clients include AT&T, the Walt Disney Co. and Wells Fargo. For
succeed, were the catalysts for the creation of Cause more information, visit www.causecommunications.org.
Communications, Hershey Associates 501(c)(3).

This guide was developed by nonprofits for nonprofits, for educational purposes only. We are grateful to all our contributors.
No part of this book may be reproduced in any form without written permission from the publisher.

Copyright 2005 Cause Communications. All rights reserved.

ISBN 0-9763027-1-3
Library of Congress Control Number: 2004116709

This book was made possible through the support of:

The Annenberg Foundation
The California Endowment
The James Irvine Foundation
Marguerite Casey Foundation
Printed in Hong Kong

www.causecommunications.org Santa Monica 310.458.2823

table of contents

Acknowledgments
INTRODUCTION
Why communications and why now?
Defining communications
Lessons from the corporate world
The research that informed this book
How to use this book
CHAPTER ONE WHERE ARE YOU NOW?.............................................1
Research Basics ...................................................................................2
Qualitative vs. quantitative research
Primary research on a shoestring
Free research
Four steps in the survey process
Research Tools ......................................................................................4
Focus groups the basics
Communications audits
Sample audit questions
Even the scales
Competitive Analysis .............................................................................6
Sources and trends
Competitive analysis, the Tom Peters method
What you need to know about your peers
CHAPTER TWO WHERE DO YOU WANT TO GO?..................................9
Communications Plan..........................................................................10
Crisis communications
Tying your communications plan to your mission
Targeting your audience
Elements of a communications plan
Branding..............................................................................................12
Brand essentials
The difference between a brand and a logo
Determining a nonprofits brand value
Identity................................................................................................14
Great logos
Logo test questions
Do-it-yourself guide to re-evaluating your identity
Creating a style guide
Message Development ........................................................................16
Great slogans
Six-point checklist for evaluating your slogan
Storytelling
Seven questions to sharpen your stories
Messages that stick
Eliminating jargon

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 table of contents

CHAPTER THREE HOW DO WE GET THERE? ....................................19

Creating a Budget ...............................................................................20
Stretching limited dollars
Budget checklist
Finding Funds ......................................................................................22
Lessons from the corporate sector
Add communications to all grant requests
Find corporate partners
Identify friends
Selling It .............................................................................................24
Watch your language
Hiring Help: Staff or Consultant? ........................................................26
Hiring help
Six good reasons to hire a consultant
Tips for working with consultants
No one can do it all
Collaborating.......................................................................................28
Evaluating potential partners
Cause-related marketing
Media sponsorships
CHAPTER FOUR WHAT TO TAKE .......................................................31
Advertising ..........................................................................................32
Seven print-ad principles
Public service announcements
Paying to be heard
Online advertising
Advocacy .............................................................................................34
Shaping policy: what you may and may not do
Calling legislators
Writing letters
Five essential steps in an advocacy campaign
Capital Campaigns ..............................................................................36
Ask your donors
Producing an effective case statement
Feasibility study topics
Key campaign communications vehicles
Direct Mail ..........................................................................................38
Direct mail dos and donts
Attracting planned gifts
Maintaining an accurate database
Timing your solicitation
Donor Cultivation and Grant Writing ....................................................40
The three Cs of prospect research
Stewardship strategies
Producing effective proposals
Seven thank yous
Electronic Media .................................................................................42
Viral marketing dos
ii
Getting your message through
table of contents

Events .................................................................................................44
Leverage the impact of your events
Star-struck or star-stuck?
Top speechwriting tips
Guerilla Marketing ...............................................................................46
Some guerilla tactics
Marketing Materials ............................................................................48
Getting the most from your publications
Low-budget, high-impact ideas
Push vs. pull
Print and Web publishing pluses and minuses
Media Relations ..................................................................................50
Working with the media
Ethnic and gay/lesbian media
Components of a media relations plan
Tracking your coverage
Who do you call?
Media: Pitching Your Story ..................................................................52
Who to pitch?
When to pitch?
E-mail, fax or snail mail?
Building a media list
Media alerts
Web Sites: Creating and Maintaining ..................................................54
Web sites seven common mistakes
Testing your site
To blog or not to blog
Great Web sites
Web Sites: Optimization ......................................................................56
Seven key factors in search-engine optimization
Using listservs
Online giving
CHAPTER FIVE ARE WE THERE YET? ...............................................59
Measurement ......................................................................................60
Tools for measuring results
Refining /Adjusting ...............................................................................62
Keys to effective evaluation
The power of communications
Looking Ahead ....................................................................................65
Index ...................................................................................................66
Pocket Inserts/Templates
Cost-and-benefit chart of select media Sample campaign style guide
Creative brief Sample communications survey
Event-planning checklist Sample identity guidelines
News release guidelines SWOT analysis form
Photo/video release form

iii
 Introduction

We believe in the power of nonprofits to transform our society. And we believe in the
power of well-crafted communications to transform nonprofits. Effective communications
can target the right messages to the right audiences at the right times. And an investment
in appropriate, well-planned communications can increase rather than detract from the
bottom line when resources and staffing are tight.

In our consulting practice, we routinely field calls from nonprofits on questions about
communications that are as varied as the organizations themselves. What they have in
common, though, is the need to find the most effective ways of raising awareness and
raising funds.

We found many books, workshops and tapes available on individual aspects of nonprofit
communications, but no single source that covered a broad spectrum of nonprofit
communications needs. We also found no current research that speaks to what tools
nonprofit communicators need or want.
National qualitative and To determine the tools you use and what you
quantitative research ensured want to learn more about, we conducted national
the content of this toolkit was qualitative and quantitative surveys with small,
DIRECTED by the people it was medium and large nonprofits. The result is a book
intended to serve. whose content was directed by the people it was
intended to serve.

This book is intended as a guide to help you find the best approaches, messages and
vehicles for reaching all of your key audiences. It is not meant to be a textbook or
definitive source on any one topic, but rather an overview of what you, as a nonprofit
leader, need to know to navigate your way through myriad communications efforts
from branding your organization and developing your communications plan to choosing
the right approaches and measuring your results.

Weve borrowed ideas from the corporate world, including our own corporate consulting
practice. We know from experience that by using the same techniques Fortune 500
companies employ, we can help nonprofits achieve even greater results.

We also received invaluable assistance from the philanthropic community. Throughout

the entire process, we have found them to be supportive, receptive and anxious to
bring this type of resource to you. Specifically, we would like to thank The Annenberg
Foundation, The California Endowment, The James Irvine Foundation and Marguerite
Casey Foundation for their support, wise counsel and encouragement.

iv
 WHY COMMUNICATIONS AND WHY NOW?
Nonprofits typically have two main goals for their communications programs raising
awareness and raising funds. Yet getting your messages heard and moving people to
act have never been more challenging, or more important.
Each day, consumers are bombarded with some 3,000 advertising messages, according
to The Economist (June 2004). With all that information clutter, how do you make your
organization stand out?

In the corporate world, not being visible eventually means going out of business. And
more nonprofits are coming to understand that the same is true in the nonprofit sector.
If those you are trying to serve dont know you exist, or if donors dont understand that
you need their support, your
defining communications organizations survival can be at risk.
If you search Google for communications, you get everything In a crowded marketplacenot
from telecommunications to couples counseling. If you look in standing out is the same as being
the dictionary, youll find several definitions, including the art invisible, says marketing guru Seth
and technique of using words effectively to impart information or
Godin in his book Purple Cow: Transform
ideas (American Heritage Dictionary of the English Language:
Your Business by Being Remarkable.
Fourth Edition, 2000). Thats close. But the truth is that
everything you do or dont do communicates a message to Today, nonprofits face increased
your audience, whether its those you serve, your volunteers, scrutiny from government agencies
donors, staff, the media or the government. and the public regarding their
governance and financial standards.
Proactive communications strategies can stave off potential crises while positioning a
nonprofit as a worthy recipient of support and of the public trust.

To get your messages heard, understood and remembered, you need to use some of
the same channels and strategies that for-profits use.
LESSONS FROM THE CORPORATE WORLD
Corporate America spends some $263 billion each year to convince consumers to buy
their products and services. They make the investment because communications, in the
form of advertising, public relations, direct mail and the like, motivate people to act. If they
didnt work and if bigger sales and bigger profits werent the result, corporations wouldnt
budget for these communications efforts.

v
 While its not realistic, or even desirable, for the nonprofit sector to match corporate
spending dollar for dollar, nonprofits can learn countless lessons from the corporate world
about how to get the biggest return possible on their investment in communications.

For instance, nonprofits often consider market research a luxury they cannot afford. But to
effectively reach the right audience with the right message, you not only need research,
but you also need to target your audiences precisely. Corporations like Procter & Gamble
or General Electric dont market to women. They market to second-generation Latinas
living in Atlanta, who are married, between the ages of 35 and 40, have three children,
care for their monolingual parents and have a dual income of $75,000.

Research doesnt have to be expensive, though. Weve devoted Chapter One of this book
to the subject and have included numerous tips for conducting relevant and useful research
on a shoestring budget.

Similarly, many nonprofits believe that developing a strong, well-defined brand and
organizational identity is only for the Coca-Colas, General Motors and Microsofts of the
world, and not relevant to nonprofits. But building a recognizable, trustworthy brand is
crucial to attracting and retaining a base of donors who will support your cause year in and
year out. Chapter Two delves into these issues, as well as the importance of communications
planning and messaging.

Chapter Three covers budgeting, collaborating with external partners and getting your board
to support an investment in your communications efforts. Here, the lessons from the
corporate world are even more dramatic. Pharmaceutical companies frequently spend up to
twice as much on overhead, marketing, promotion and advertising as they spend on research
and development of new drugs, according to the Los Angeles Times. In the entertainment
industry, the average cost of producing a film in 2003 was $63.8 million, while the cost of
marketing was $39 million an increase of 28 percent from the prior year. These industries,
and others throughout the corporate sphere, devote serious budget dollars to communications
because of the powerful impact marketing has on the bottom line.

Nonprofits increasingly are using traditionally corporate strategies to generate increased

revenues. For example, Goodwill Industries attributes double-digit sales increases to a
national advertising campaign it launched early in 2004, and The New York Times recently
reported that nonprofit advertising budgets increased by 15.8 percent between 2002 and
2003. Chapter Four not only discusses this and other trends, but also focuses on the spectrum
of communications tools available to nonprofits and how and when to best use them.

Chapter Five addresses measuring your communications efforts to ensure maximum return
on investment. Here, too, the corporate world provides a useful model. Successful

vi
 While an occasional disinclination
to exercise is exhibited by all age
cohorts, the likelihood of positive
health outcomes makes even
JUST DO IT!
mildly strenuous physical activity
all the more imperative.
Nike corporate slogan Nike slogan,if written by
a nonprofit executive
Source: Andy Goodman, free-range thinking, November 2003

corporations systematically track audience perceptions before and after implementing a

communications effort an approach that would both help nonprofit communicators better
quantify the results of their hard work and help educate their boards that communications has
a definite return on investment.

THE RESEARCH THAT INFORMED THIS BOOK

In developing this book, we followed our own advice, to first research the audiences we
sought to assist nonprofits across the country with communications budgets ranging from
miniscule to seven figures and find out what was important to them.

First, we conducted a qualitative audit lasting from 30 minutes to an hour per person
with 150 nonprofit executive directors and senior communications staff nationwide. Our
questions were open-ended to allow people to talk freely about the communications
vehicles theyre using now and the types of tools theyd like to know more about.

While the qualitative audit gave us specific directives and excellent anecdotal information,
we also tested our initial findings with a quantitative audit. We constructed a national
quantitative audit and sent it to 3,000 individuals in nonprofits of various sizes. We received
more than 300 responses, giving us a 4.9 percent sampling error with a 95 percent
confidence level. This offered us the statistical accuracy needed to confirm findings and
direct the content and structure of this book. Not only does this make the book unique,
but we also hope it becomes a resource that you and your staff will enjoy using.

vii
 HOW TO USE THIS BOOK
This book covers a diverse range of communications vehicles for nonprofits. Most
nonprofits will use some, but not all, of the tools described in these pages. For some
organizations, funding communications is a low priority, not by choice, but by necessity.
Weve therefore included tips for organizations on a shoestring budget.

As weve said, this book does not pretend to be all you need to know on any one subject, but
rather, an overview of tips, tools and resources.
Throughout the book, you will find:
Survey Says blocks indicating what we have heard through our research. We use
percentages when referring to the quantitative results and terms like majority and
few when referring to the qualitative findings.
Roadside Assistance blocks listing additional resources so you can find more material
on the section youre reading.
Colorful half-page inserts highlighting dos and donts and best of tips.
And in the back pocket you will find actual samples, templates and forms you are free to use.

It is our hope that this toolkit will serve as a helpful resource, one that you will refer to often.

And please let us know your thoughts. We plan to update the content regularly, so your
feedback will help us ensure that future editions continue to reflect the most current
communications needs of the nonprofit sector. Please forward your comments to
[email protected].

viii
 chapter one
where are you now?

1
 In order to know where your organization
should go, you need to know where you are
right now. Research takes the guesswork out of
your communications program. It gives you
concrete evidence of how your organization is
perceived, including whether the perceptions of
those inside your organization match those of your key audiences.

Are your publications highly valued and read? Is your Web site easy
to navigate? Do your direct-mail appeals include an effective call to
action? Research will help you answer these questions and will give
you the evidence you need to allocate your limited communications
budgets wisely.

In this chapter, well cover a variety of research strategies and tools

and how to use them effectively in planning and evaluating your
communications efforts.

1
research basics: start at the beginning
survey says: 90% OF YOU DO NOT CONDUCT RESEARCH.

RESEARCH is one of the most important and valuable steps in the

development of any communications initiative. Nonprofits often shy away
from conducting such research out of concern that it will be too costly and/or
too complicated, but it doesnt have to be.
Research is crucial in establishing a baseline for measuring the success of
your efforts and in reducing the risk of lost time and money that often comes
with even the most educated assumptions. And it often yields unexpected
results, even happy surprises, such as learning that your donors would prefer
to receive an electronic version of your expensive printed annual report.
There are two basic kinds of research: primary and
Research often establishes secondary. Primary research is information you gather
a baseline for measuring yourself or commission to have done.
the success of your efforts. Primary research can be as simple as asking, via phone,
e-mail, direct mail or in person, and then listening to the
feedback (see the sidebar Primary research on a shoestring for a few
cost-saving strategies).
Secondary research uses existing information already published in print,
on the Internet or through external sources such as the media, libraries,
universities, trade associations and government agencies.
Primary research is invaluable for testing materials and messages. Surveying
your audience, or conducting focus groups, can help you make any necessary
modifications before you invest significant funds in printing an expensive
direct-mail solicitation or launch a new Web site.
Pros of secondary research are that its free and available everywhere.
Cons are that it may not be exactly what youre looking for and can be
time-intensive to find. n

2
qualitative vs. quantitative research free research
Qualitative research allows people to share emotions, explain their thoughts, confirm areas of One of the best places to look for
concern and uncover topics the organization may not know are hot-button issues. Qualitative free information is, of course, the
techniques include focus groups (both live and online), one-on-one meetings and phone calls. Internet. Following are a few sources

By their nature, qualitative interviews are information-rich and time-intensive. However, as of readily available research:

all responses vary, and sample size is not always large enough to give you the statistical www.fedstats.gov portal for
accuracy needed, you may need to tabulate your results with terms like most, the majority locating government statistics
or average. www.census.gov/sdc/www

Quantitative research generally is used for larger groups and it measures, in numeric terms, State Data Centers, where you

what people think. Quantitative interviews have uniform questions, with uniform responses, that can find median age and

enable a researcher to easily capture and tabulate results. However, this format does tend to household income by zip code

limit the amount of open-ended information you can collect. www.profusion.com search
multiple sources simultaneously
Typical quantitative research techniques include surveys using the telephone, the Internet or
www.marketresearch.com
the mail. Depending on the number of people you survey, quantitative surveys provide a specific
a comprehensive collection of
level of statistical accuracy. This type of research can confirm or refute findings uncovered
published market research
through qualitative research.
Google and other search engines
University libraries and
research centers an often
primary research on a shoestring overlooked but invaluable
Here are a few low-cost ideas for conducting your own primary research: source of free research

For less than $50 in stamps and stationery, you can send a survey
to 100 people asking for their feedback on a particular publication,
direct-mail piece or other communications vehicle.
four steps in the survey process
Gather a dozen of your most important constituents for an informal Identify your target audience. Conduct the survey.
focus group (providing simple refreshments such as coffee, juice Develop the questionnaire. Analyze the information.
and cookies) for input on your organizations new logo.
Invest a few hours of staff time to call a targeted group of audience
members to answer a phone survey about your organization and your communications efforts. roadside assistance
A number of companies offer e-mail and Web survey templates and services, which can be
Research Design:
quick and cost-effective. Some, such as www.zoomerang.com, offer discounts to nonprofits. Qualitative,Quantitative and
Another audience research technique is to create a chat room on your Web site where Mixed Methods Approaches
constituents can share and exchange feedback about your organization. Its an inexpensive by John W. Creswell (2002)
and effective way to obtain research on what your audiences think about you. An Introduction to Statistical
Convince a donor to underwrite a major quantitative research survey. Methods and Data Analysis
by R. Lyman Ott (2001)
see sample communications survey in the back pocket The Market Research Toolbox
by Edward F. McQuarrie (1996)
Transforming Qualitative Data:
Description, Analysis
and Interpretation
by Harry F. Wolcott (1994)

3
research tools
survey says: MORE THAN HALF OF YOU DONT CONSIDER AUDITS RELEVANT TO YOUR WORK.

SURVEYS and focus groups are the key primary research implements
in your toolkit. You may want to conduct surveys for a wide variety of
purposes, from the comprehensive communications audit, which provides
feedback on the effectiveness of your entire communications program, to
questionnaires about specific communications vehicles or issues.
Marketing expert Harry Beckwith says that phone surveys often provide
better results than mail or in-person surveys. Time after time, oral surveys
work better, he says. Its physically easier to talk than to write. So people
say more in oral surveys than they write on written
ones. Phone surveys usually produce more revealing
Your audience gives you
results than in-person surveys. On the phone, people
everything you NEED. They tell will open up and reveal the information you need.
you. There is no director who And, according to Entrepreneur.com, phone surveys
can direct you like an audience. cost about one-third the price of in-person interviews.
comedian fanny brice They also tend to be less expensive than mail surveys,
except for particularly large survey audiences.
You can increase the effectiveness of your mail surveys by notifying the
audience in advance, by phone or by postcard, that the survey is coming.
If you are conducting a survey about an existing publication, it is often a
good idea to send a copy of the publication along with the survey to refresh
readers memories (unless you are seeking feedback on their unaided
recollection of your publications contents). A much-less-expensive way of
reminding readers is to include a thumbnail photo of the cover of your
publication on the questionnaire.
No matter what tool you use, you need to spend a considerable amount
of time and thought on developing your questionnaire. The quality of the
questionnaire is key to the success of your effort, whether its a comprehensive
communications audit, a questionnaire about your newsletter or a focus
group review of your new graphic identity program (i.e., a new organizational
logo, colors, letterhead system, etc.). Consider testing the questions on a
small group to surface potential problems with your questionnaire before
you poll your full audience. n

4
 TIPS

focus groups the basics

Focus groups can be effective tools for testing new publications, logos,
slogans and various donor appeals. Focus groups also can be beneficial
at the early stages of quantitative survey development to help uncover
appropriate areas for questioning.

The ideal size of a focus group is six to 12 individuals.

As a general rule, members of a particular focus group should be
like-minded to encourage free exchange of ideas. You may want to
conduct separate focus groups with, for instance, donors, volunteers,
staff and those you serve.
The skill of the moderator is essential in eliciting helpful information.
Questions should be open-ended.
A focus group allows you to test your materials with a small number
of carefully selected individuals who share their opinions in a
roundtable discussion.
Conducting a focus group allows you to gather a significant amount of
information in a short amount of time.
Focus groups do not require complicated sampling techniques, since
the information is purely qualitative.
Focus groups provide more in-depth information than a quantitative
survey does (fewer yes/no responses).
A new trend toward online focus groups removes one of the problems
with traditional focus groups having one member dominate the group.

A
communications audits
Communications audits provide a thorough analysis of your nonprofits internal and external
communications and also let you know where you stand in relation to your peer organizations.
An audit can help you learn if your messages are getting through to, and resonating with, your
key audiences, and it can also help you identify the most effective communications vehicle to
address any gaps. Ask the right questions of the right audiences and use the information you
glean to inform your communications plan.

Audits generally are more effective if conducted by an outsider. Consultants can be more objective
than longtime staff, and participants often are more comfortable speaking freely with someone
not employed by the organization. Audits should be conducted
whenever there is a major change in your organization, such as a
new CEO, major affiliation or crisis. even the scales
When you ask an audience to rate a project or program,
use a scale with an even number of choices. For instance,
sample audit questions if you use a scale of 1-5, you will tend to get an abundance
of 3s. But if ask people to rate on a scale of 1-4, youll
Audit questions should be tailored for each audience you are
get a better idea of their real opinions, since no neutral
surveying. Following are some ideas to get you started:
choice is available.
1. What do you think is most unique about ABC
nonprofit organization?
2. Where do you usually first hear or see news/changes at ABC nonprofit?
3. Are you happy with how news/changes are communicated to you from ABC nonprofit?
4. What is your attitude toward ABC nonprofit? roadside assistance
5. What sense do you have of ABC nonprofits reputation in the community?
Listening to Your Donors:
6. What is ABC nonprofit best known for? The Nonprofits Practical
7. For you, what is the most compelling reason to support ABC nonprofit? Guide to Designing and
8. Do you have any reasons for not wanting to support ABC nonprofit? Conducting Surveys
9. Do ABC nonprofits advertising and communications stand out from the competition? by Bruce Campbell (2000)
10. Are ABC nonprofits products and services clearly identifiable? Focus Groups: A Practical
11. Are you familiar with ABC nonprofits current marketing campaign? Guide for Applied Research
What do you think about it? by Richard Krueger and
12. Are there other issues regarding ABC nonprofit and its plans that you would like to raise? Mary Anne Casey (2000)
Selling the Invisible: A Field
Guide to Modern Marketing
by Harry Beckwith (1997)
Conducting Successful
Focus Groups
by Judith Sharken Simon (1999)
(available through www.wilder.org)

5
competitive analysis
ONLY 20% OF YOU KNOW WHAT YOUR PEERS OR DONOR COMPETITORS ARE
survey says: DOING IN THE AREA OF COMMUNICATIONS.

ONCE you have a clear understanding of the perception your constituents

have of your organization, you also need to know where you stand in
relation to other organizations with whom you vie for media attention and
donor support. This critical phase of your research is called competitive
analysis, and it helps determine who your peer institutions are, how they
are perceived, where they are heading, what audiences they serve and,
most importantly, what distinguishes your organization from theirs.
Your approach can be formal, with a team of consultants conducting
extensive quantitative research and building a war room of samples
from your peer institutions that you can compare side by side. Or you can
take the informal, bare-bones route by gathering all the materials you can
get your hands on and making a few phone calls
Success means never letting the to conduct a quick survey. Either way, competitive

competition define you. Instead, you analysis is crucial to building a strong identity for
your organization.
have to DEFINE yourself based on a
Management guru Tom Peters boils it down to
point of view you care deeply about. two simple questions: Who are you and why are
tom chappell, toms of maine you here? A big part of the who are you question
is determining what makes you unique. What do
you do that no one else can do? And one of the best ways to answer that
crucial question is to look at how you compare with institutions that serve
the same core constituency. The why are you here question is about
having a clear, focused mission that resonates with your constituents. n

6
sources and trends competitive
Check out trends in the nonprofit sector, learn what your peers are doing and gain access analysis, the Tom
to valuable employment, technology, communications and other valuable resources by Peters method
bookmarking these sites:
Try this exercise to determine
www.foundationcenter.org The Foundation Center offers information (some free, some how you differ from your peers:
fee-based) about the nations philanthropic foundations. Who are we?
www.guidestar.org GuideStar provides financial information (including IRS Form 990) on (one page, then 25 words)
some 800,000 nonprofits. Much of the information is free, but the site also offers fee-based List three ways in which we are
information, including Salary Search, a resource for nonprofit salaries. unique to our [constituents].
www.philanthropy.com The Chronicle of Philanthropy covers trends and news in the Who are they [peer institutions]?
nonprofit world and publishes job listings, grant opportunities and more. Subscribers to the (identify in 25 words)
weekly paper get even more from the Web site, including access to the papers archives and List three distinct
The Nonprofit Handbook. us/them differences.
www.idealist.org Idealist posts nonprofit job openings, volunteer opportunities and Try results on your teammates.
internships, as well as consultants. Try them on a friend.
www.techsoup.org Techsoup contains a wealth of technology information and case studies Try them on a skeptic.
aimed at nonprofits. It also connects nonprofits with donated and discounted technology Source: Tom Peters, www.tompeters.com
products from providers including Cisco and Microsoft. Tom Peters is the co-author of
www.comnetwork.org The Communications Network is dedicated to strengthening the voice the groundbreaking In Search of
of philanthropy; its site contains a variety of communications tools. Excellence and many subsequent
www.charitynavigator.org Charity Navigator is Americas largest independent evaluator of business books.
charities. It offers a variety of top-10 lists and facts about the nonprofit sector.
www.networkforgood.org Network for Good is a nonprofit collaboration to help organizations
increase capacity, reach new audiences and build Internet strategies.
www.ephilanthropy.org ePhilanthropyFoundation.org fosters secure, private and ethical
online philanthropy.
www.firstgov.gov FirstGov for Nonprofits is a federal government portal to information roadside assistance
for nonprofits.
Purple Cow: Transform Your
www.irs.gov/charities This Internal Revenue Service site contains tax information for
Business by Being Remarkable
charities and other nonprofits. by Seth Godin (2003)
www.inkindex.com Inkindex is an online resource that facilitates the donation of
Differentiate or Die: Survival in
excess corporate inventory to
Our Era of Killer Competition
nonprofit organizations.
www.boardsource.org Board Source is
what you need to know by Jack Trout and Steve Rivkin
(2000)
dedicated to increasing the effectiveness about your peers
The Circle of Innovation
of nonprofit organizations by strengthening 1. What are their goals? by Tom Peters (1999)
boards of directors. 2. Who are their constituents?
Built to Last: Successful Habits
www.whatworks.org The Center for 3. What are their key messages?
of Visionary Companies
What Works aims to improve performance 4. How are they perceived? by James C. Collins and
in the nonprofit sector and focuses 5. What works for them and what doesnt? Jerry I. Porras (1997)
on benchmarking.
Competitive Strategy
by Michael E. Porter (1998)
see SWOT analysis form in the back pocket

7
 top tips
Know your audiences and continuously
seek their feedback.

Conduct communications audits of your

internal and external communications periodically.

Test your materials and messages before you

unveil them publicly.

Know your peer institutions as well as you know

your own organization.

8
chapter two
where do you want to go?

2
 If you know where you are going and what
you hope to accomplish for your organization
through your communications efforts, it becomes
much easier to plan the most efficient and
appropriate route. So your starting point is really
your destination. Consider what success would
physically look like and then work backward to develop a plan of
action to get you there.

How do you want your target audience to perceive your organization?

What actions do you want them to take?

In this chapter, well show you how to develop a communications

plan, what to do in an emergency, how to create a strong brand and
visual identity for your institution, and how to develop and frame key
messages to drive it all home.

9
communications plan: a roadmap
57% OF YOU RATE KNOWLEDGE OF CRISIS COMMUNICATIONS AS VITAL OR
survey says: VERY USEFUL YET MOST DONT HAVE AN ORGANIZED, TESTED PLAN.

YOUR ORGANIZATIONS mission and the research youve conducted are

the starting points for developing your strategic communications plan. Ideally,
your plan should be linked to your organizations overall strategic direction.
At the least, it must define your unique position in the market and frame your
organization and its key issues in a way that resonates with your audiences.
In writing your communications plan, avoid generic goals
The indispensable first step such as raise awareness or increase media coverage.
Be specific. Which audience do you want to make aware
to getting the things you
of your organization community leaders, those you want
want out of life is this: to serve, prospective donors? Even if its all of the above,
DECIDE what you want. you need to segment those audiences and develop
author and comedian ben stein strategies to effectively reach each target group. What
actions do you want your audiences to take?
Your goals must be measurable. If you run a theater company and your
goal is to boost attendance, state how many people you want to attract.
If you want more media coverage, identify the number and quality of
placements (e.g., one placement each month in major national media).
Now its time for a reality check. Do your goals match your available
resources? Are you being realistic about what you can achieve and how
much it will cost? Do you have the wherewithal to support the increased
volume if your communications efforts are wildly successful?
Be prepared for success. Many campaigns fail because of implementation
issues; an overwhelmed call center, faulty business-reply cards, ineffective
donor tracking. Be ready. Think through all of the steps, from developing
your concept to reaching your intended audience. For instance, dont forget
to include a distribution plan for your print materials. If youve gone to the
trouble and expense of creating an annual report or a newsletter, make
sure the publication gets into peoples hands and doesnt just sit in boxes.
Dont forget to include your Web site and electronic communications in
your communications planning. An October 2004 report by The NonProfit
Times revealed that 92 percent of nonprofits polled in its survey had a
Web site, but only 24 percent had a written online strategy. n
10
 DOs and DONTs

crisis communications
What to do

Planning for potential crises can prevent you from being caught off
guard. Your plan doesnt need to be elaborate, but it should include the
following steps:

Assemble a crisis management team to brainstorm about potential

crises and how your organization will handle them.
Designate spokespeople for various potential crises (subject experts
on environmental issues or public health concerns, for instance as
well as someone who could address an employee or financial scandal).
Respond as fast as the media covering your crisis. Make sure your
donors, community leaders and other key groups hear from you first.
Be prepared with alternative means of communicating should your
normal channels become inaccessible (for example, an earthquake
destroys your Web server).
Establish partnerships with institutions in other regions that can back
you up in an emergency.
Test your plans and make sure that all staff and volunteers know what
to do in a crisis.
Continuously update your plan and make sure you have current contact
information for all staff.
Never tell the media no comment. If the crisis is your organizations
fault, be accountable and straightforward about how you address the issue.

B
 elements of a
communications
plan
Summary/overview of plan
Goals (general)/objectives (specific)
Target audiences
tying your communications plan to your mission Key messages
Since your ultimate goal is fulfilling your organizations philanthropic mission, your Strategies (approaches)/
communications plan must be inextricably linked to your mission to keep you on course. tactics (tools)
Try the following exercise to help keep your communications plan mission-focused: Budget

Ask yourself what the successful fulfillment of your mission would look like. Then ask what Implementation plan with

communications tools you will need at the macro level to make that possible. For instance, accountabilities, priorities

if your organizations mission is to cure heart disease, your macro communications efforts and timetable

would probably focus on educating those at risk and raising money for research. To educate those Evaluation (what success would

at risk, you might launch a national awareness campaign, produce a newsletter and/or host a look like)

health fair. To develop those programs, you would need to allocate

financial and human resources, develop a timetable, and so on. Keep I dont know the key to success,
delving until you have a comprehensive implementation plan that is
driven by your mission. but the KEY to failure is trying
to please everybody.
comedian bill cosby
targeting your audience
In the 2004 presidential election campaign, George W. Bush and John Kerry both relied heavily Be sure you have:
on television advertising but targeted vastly different shows for their messages. President Bush A clear tie to your organizations
relied on shows such as Cops, Law and Order and JAG, while Senator Kerry turned to programming strategic goals
such as Late Show with David Letterman, The Ellen DeGeneres Show and Judge Judy. Specificity about target audience
and desired response
Those choices do not reflect either mans taste in television, but critical differences in the
Flexibility to respond to
advertising strategies of their campaigns, which [spent] more money for commercials than any
market changes
other campaigns in presidential history, wrote Jim Rutenberg in a July 2004 article in
The New York Times.

Crime shows attracted the Republican men Bush wanted to reach, while the Kerry ad campaign roadside assistance
focused on single women, according to an extensive study produced by the Wisconsin Advertising Harvard Business Review:
Project and Nielsen Monitor-Plus, the first time the Nielsen television-rating organization has Crisis Management (2000)
tracked presidential advertising in all 210 TV markets it measures. Crisis Management, Planning
for the Inevitable
see cost-and-benefit chart of select media in the back pocket by Steven Fink (2000)
Ongoing Crisis Communication:
Planning, Managing,
& Responding
by W. Timothy Coombs (1999)
The PR Crisis Bible:
Take Charge of the Media
When All Hell Breaks Loose
by Robin Cohn (2000)

11
branding
survey says: 84% OF YOU RATE BRANDING ACTIVITIES AS VITAL OR VERY USEFUL.

WHETHER you know it or not, your organization already has a brand identity.
Its everything the world sees and hears about you how your phones are
answered, how staff presents itself, how your materials look, how your
Web site works. And, more importantly, its how your audiences perceive
your organization based on all those factors and then some.
Anyone who wants to build a great brand first has to understand who they
are, says Scott Bedbury, who ran the brand-building campaigns for Nike
and Starbucks and co-authored A New Brand World. The real starting point
is to go out to consumers and find out what they like or dislike about the
brand and what they associate as the very core of the brand concept.
Branding is not just for big corporations. Its a necessity for nonprofits as
well. At its essence, branding is about establishing meaningful relationships
with your audience and building trust in your organization.
Your brand is your organizations DNA. Its what
A brand is a living ENTITY, and it is makes you tick, what makes your organization
enriched or undermined unique, what makes you worthy of support. Think
of your brand as your promise to your stakeholders
cumulatively over time, the product both internal and external.
of a thousand small gestures.
Your brand is your most powerful tool for
michael eisner, disney ceo
strengthening your organization from the inside
out. When you clarify and communicate what you
stand for inside your nonprofit, you instill not only a sense of pride but
also a motivational tool for your staff and volunteers to live the promise in
their day-to-day tasks. And when all levels of your staff are dedicated to
fulfilling the brand promise, your key audiences cant help but notice.
Remember, you already have a brand. Proactively managing it helps
distinguish you from other institutions, brings consistency and focus to
all your communications and services, and builds trust and support
among your stakeholders. n

12
brand essentials
The following are essential components of a strong brand identity:

Agreement among your board and senior leadership about the importance of developing and
maintaining a consistent brand.
Sufficient allocation of resources time, talent and money toward building your
organizations brand.
Relevance of your brand to the audiences you want
to reach.
Consistency in your messages.
the difference between
Consistency in your materials. a brand and a logo
Consistency in how employees and volunteers at all levels Your graphic identity system your logo and other visuals reinforces
portray your organization. your brand. It is not the brand. The brand is much larger than that. It
Consistent follow-through on your organizations promises, is the essence of your organization, the promises you make to your
direct and implied, to all of your key audiences. most important audiences and the relationships you build with your
Ongoing measurement of whether you are increasing the constituents. For more on identity programs, turn the page.
value of your brand in the eyes of your constituents.

determining a nonprofits brand value

Corporate, or for-profit, brand valuation identifies the profits generated by a brand. This figure
can then be used to achieve a wide range of business goals. [Nonprofit] brands, on the other
hand, do not have an identifiable profit stream, although they do generate money for their
cause. Therefore, a more relevant methodology would be in establishing the value that the
brand creates for the cause it supports.

Why would a nonprofit go through the trouble of valuing its brand? Establishing the value of roadside assistance
a nonprofit brand can open the door to co-branding, licensing and partnering opportunities. Bang! Getting Your Message
Additionally, it allows one to determine reasonable spending on marketing and offers a point Heard in a Noisy World

from which to explain the power of the brand. by Linda Kaplan Thaler and
Robin Koval (2005)
Brand valuation for nonprofits considers factors such as the publics level of trust that the
The 22 Immutable
donation will be used effectively, the publics perception of the organizations financial stability,
Laws of Branding
the publics personal experience with the cause, the organizations level of contact with the by Al Ries and Laura Ries (2002)
donor and the ease of transaction for the donor.
Brand Leadership
The idea of valuing a nonprofit brand is still quite new to the charitable community. However, by David A. Aaker and
some organizations have started to establish a monetary figure for their brand with a view of Erich Joachimsthaler (2000)
helping them grow the value further. As an example, Habitat for Humanity Internationals brand The Brand Gap
placed at nearly $2 billion in 2001. by Marty Neumeier (2003)
Dennis Bender, senior vice president of communications at Habitat for Humanity International, Brand Aid
says that his strategy for determining the brand value was to establish the brand in the by Brad Van Auken (2003)
context of corporate America and consumer products companies and then to show both www.brandchannel.com
leadership and membership what is at stake.
www.allaboutbranding.com
Source: Do Nonprofits Have Value? by Robin Rusch, www.brandchannel.com, July 2002

see sample campaign style guide in the back pocket

13
identity
95% OF YOU STRIVE FOR A CONSISTENT LOOK AND FEEL IN YOUR
survey says: COMMUNICATIONS, YET ONLY 20% USE A STYLE GUIDE OR EMPLOYEE TRAINING
TO ENSURE CONSISTENCY.

ONE OF the most important ways in which you differentiate yourself

from other institutions is through your organizational identity. It should
be distinctive, appropriate, memorable and used consistently.
Your identity is a key component of your brand. Its the images and words
that identify you as you. Its the Nike swoosh, the plop-plop fizz-fizz of
Alka Seltzer and the bright red of Coke.
Your identity starts with the name of your organization. If possible, your
name should reflect your mission. Good examples are Bread for the World,
a national antihunger advocacy group, and Doctors Without Borders.
The most important elements of your visual, or graphic, identity program
are your logo (aka mark) and the logotype that represents your
organizations name. Are they distinct, unique and memorable? Are they
consistently used in relationship to one another? And are
Are your logo and they simple and adaptable to multiple uses? Your graphic
logotype distinct, unique identity has to work across all your communications
and memorable? vehicles, everything from invitations and signage to
publications and Web use.
Color, secondary typefaces and paper stock are other critical components
of your identity and need to be used consistently in all of your materials.
Remember, your identity will only be effective if its used consistently
and repeatedly.
Try this exercise to determine how consistent your identity is. Cover up the
logo on all of your publications. Would you recognize them as coming from
one organization? You should see a consistent use of color, type and images.
Its always helpful to test your identity with sample audiences to help you
refine your approach. If your budget permits, conduct professionally
administered focus groups with each of your key audiences. Even if you
just go to the local shopping center and ask random passersby to react
to your potential logos and slogans, the information you gather can be
extremely valuable. No matter what method you use, you will be surprised
at what you will learn by testing your identity. n

14
 BEST OF

great logos

Color Black & White

These logos easily pass the test.

logo test questions

Ask the following questions to test how your logo will work in the
real world:

Does it reduce well? Will it still be clear and legible in small print?
Does it fax clearly?
Does it work in black and white? You wont always reproduce
your logo in color.
Does your logo require white space around it? That empty field
around your logo can be as important as the logo itself.

C
do-it-yourself guide to re-evaluating your identity
Take out a piece of paper and divide it into four columns:

In column one, list what your organization does (the services you provide, the audiences you
serve) no judgments or adjectives, just the facts about your work.
In column two, list the words that describe how your organization approaches these issues
and serves your constituents. Are you established and collaborative, new and confrontational,
multidisciplinary or single-issue focused? List the adjectives that your audiences would use
to describe you.
In column three, translate these adjectives into colors, textures, typefaces and photographic
styles. At this stage it might be useful to have samples to look at (design books or even
magazines can help) so that you can point to particular shades, fonts or photos that embody
your organizations personality.
In column four, list all of your communications tools from simple postcards to television
public service announcements. Now consider how the list in column three can guide the
design of each of your communications vehicles so that all of your materials consistently reflect
your image.

creating a style guide

Your messages and communications vehicles should all work together harmoniously to convey
a consistent message about your institution. Make sure everyone in your organization knows
exactly how to use your logo, colors and other components of your visual identity.
roadside assistance
Be sure you have templates, standards and visual/textual style guides to ensure consistency. lovemarks: The Future
These should be accessible online so that staff members are not tempted to recreate your logo Beyond Brands
from scratch if theyre in a hurry. by Kevin Roberts (2004)
The back pocket of this book contains a sample identity usage guide. Feel free to borrow whatever Idea Index: Graphic Effects
you need, but its critical that you have a style guide tailored to your organizations identity. and Typographic Treatments
by Jim Krause (2000)
A style guide or identity manual does not need to be lengthy, but it should include the following:
Designing Brand Identity:
1. Guidelines for the use of your organizations logo and graphic identity system. A Complete Guide to Creating,
2. Your organizations house style relating to capitalization, punctuation, abbreviations Building, and Maintaining
and the like. Strong Brands
3. A comprehensive, supplemental reference (such as the Associated Press Stylebook or by Alina Wheele (2003)
The Chicago Manual of Style) and the preferred dictionary for issues not addressed by Emotional Branding:
your in-house style guide. The New Paradigm for
4. Any variations to your house style for Web and other electronic communications. Connecting Brands to People

5. Naming nomenclature for your key programs, projects and facilities. by Marc Gobe (2001)
6. A glossary of terms specific to your organization or its sphere. Making and Breaking
7. Frequently misused or misspelled words. the Grid: A Graphic Design
Layout Workshop
by Timothy Samara (2003)
see sample identity guidelines in the back pocket

15
message development
MORE THAN 60% OF YOU DO NOT RELY ON AN AGREED-UPON SERIES OF
survey says: KEY MESSAGES.

WHAT do you want people to know about your organization? When people
talk about your nonprofit, what do you want them to say?
Think of the most important points, no more than three, that you want
your audience to understand about your organization. These core messages
should relate to who you are and why you exist as an organization. For instance,
if your mission is to help women with chemical dependencies recover, you may
want to emphasize that your services are free, nonjudgmental and confidential.
To make sure your audience begins to embrace your key
Are you inspired and messages, you need to consistently make the same points
motivated by your in all of your communications and you need to keep your
own materials? messages simple. To be compelling, your messages must
be memorable. Nonprofits frequently make the mistake of
devising a dozen complex messages that even their internal audience
cant commit to memory. How do you expect those who arent as close to
your organization to remember your messages if those inside arent able
to articulate them easily?
Another test is whether you are inspired and motivated by your own
materials. If you dont find your messages compelling, dont expect your
audiences to be moved either. Youll want to test your messages on your
target audiences to make sure youre hitting the mark.
You may want to develop messages for specific audiences, campaigns,
programs and projects. But keep in mind that all messages should relate
back to your brand, be memorable and be relevant to your audience.
They should include a strong call to action and support your organizations
mission. It is also a good idea to develop standard language to describe
key programs and projects for use in speeches, letters and proposals; not
only does it enhance consistency, but it can save you time.
Once you have developed your messages, you then need to frame them
so that the individual audiences you want to reach will hear them and
listen to them. This means that you might need to change or adjust your
messages based on your audience research.
For example, the campaign Dont Mess With Texas aimed to reduce the
16 cost of litter removal and keep the state beautiful. The target audience of
 BEST OF

great slogans
Slogans/taglines exemplify the art of focusing your message.

A mind is a terrible thing to waste United Negro College Fund

Live strong Lance Armstrong Foundation
Take a bite out of crime The National Crime Prevention Council

six-point checklist for

evaluating your slogan
Is your slogan memorable?
Is your slogan original and bold?
Is your slogan simple to say?
Will consumers recall the brand name?
Does your slogan communicate the key brand benefit by being
motivative and distinctive?
Is your slogan helping to move the brand forward?
Source: www.buildingbrands.com

D
15- to 24-year-old males didnt care about either of those goals, so the
message was aligned with something that was relevant to them pride in
being a Texan. Similarly, TheTruth.com campaign tapped into the teen
psyche by not focusing on the dangers of smoking, but rather on the way
the tobacco industry was exploiting the youth market. Instead of it being cool
to smoke, it became cool to reject tobacco-industry manipulation.
The Dont Mess With Texas and TheTruth.com
campaigns also are excellent examples of the importance eliminating jargon
of framing your issue in a way that resonates with the The Edna McConnell Clark Foundation has developed an
audience youre trying to reach. (Framing is discussed in online resource to help you eliminate the use of jargon
and the confusion it causes. Visit the Jargon Files at
more detail in Chapter Four, under Advocacy.) n
www.emcf.org/pub/jargon for a variety of tools to improve
your writing, including two book-length essays by Tony
Proscio, one of the leading experts in this arena.
storytelling
Nonprofit organizations do important and meaningful work that has the ability to change lives and
improve our world. Take the time to harvest the stories that demonstrate the impact your organization
has on those it serves. By telling stories of how individuals are affected by the issue you are
working to solve, you personalize your mission and goals and make them more memorable.

Storytelling can be used effectively no matter what communications vehicles you employ
from your annual report and case for support to your Web site and direct-mail appeals. The
best stories have a beginning, middle and end; establish the heroes and villains; involve a
conflict; and have an emotional hook.

seven questions to sharpen your stories

roadside assistance
Whos the protagonist? Whats the hook?
www.frameworksinstitute.org
What keeps it interesting? Wheres the conflict?
Frameworks Institutes Web site
Have you included telling details? Whats the emotional hook?
includes ideas for framing your
Is the meaning clear? messages for greater impact.
Source: Andy Goodman, Storytelling as Best Practice
The Springboard:
How Storytelling Ignites Action
in Knowledge-Era Organizations
messages that stick by Stephen Denning (2000)

The most effective and memorable messages are: Storytelling in Organizations:

How Narrative and Storytelling
Simple, making use of analogies. (The Center for Science in the Public Interest, for Are Transforming 21st Century
example, refers to fettuccine alfredo as a heart attack on a plate.) Management
Unexpected, producing a short circuit between two mental frames. (The Ad Councils by John Seely Brown, Steve Denning,
buckle up commercial pretends to be an ad for a new family minivan, until the van is Katalina Groh and Larry Prusak
(2004)
struck broadside by another car.)
Concrete, using specific language and details. Storytelling for Grantseekers:
Credentialed, relying on authorities or testable ideas. Telling Your Organizations Story
by Cheryl Clarke (2001)
Emotional, tapping negative or positive feelings.
Stories with real people. (Subways advertisements with weight-loss hero Jared Fogel
worked better than six sandwiches under six grams of fat.)
Source: Loud and Clear: Crafting Messages That Stick What Nonprofits Can Learn From Urban Legend, by Chip
Heath, in Stanford Social Innovation Review 17
 top tips
Develop a strategic communications plan with
specific, measurable and realistic goals.

Plan for potential crises so that negative impact

is minimized.

Build your brand by distinguishing your organization from

other institutions.

Your organizational identity is a key component of your

brand. Develop it strategically and protect it vigorously.

Frame your messages to ensure relevance to your

audiences and make sure your messages are memorable.

Use storytelling as a technique to inspire your audiences

and personalize your organizations messages.

18
chapter three
how do we get there?

3
 Knowing where you want to go is not
enough to get you to your destination. You
need financial and human resources to drive
your communications program. Its not hard to
find support for the concept of improving your
organizations communications efforts, but
when it comes down to allocating the necessary
people power and funds, it can be more challenging.

How can you secure sufficient funding to implement your plan when
your nonprofit has so many other pressing needs competing for
limited resources? And how can you ensure that the time and
money youll spend on your communications efforts will not only be
effective, but also will be valued by the organization?

In this chapter, well discuss the nuts and bolts of assembling

your budget, selling your plan to your board, finding funds when
resources are scarce, hiring staff or a consultant, and collaborating
with like-minded organizations for cost-sharing and greater impact.

19
creating a budget
60% OF YOU SPEND LESS THAN 1% OF YOUR TOTAL BUDGET
survey says: ON COMMUNICATIONS.

CHANCES ARE your budget isnt as large as youd like it to be, which
means that creating a realistic and carefully crafted budget is even more
important to keeping your program on track.
The process of assigning actual dollar amounts to particular projects can be
a real eye-opener, but it also can be used as a buy-in tool with your board to
demonstrate the investment that is necessary to implement your plan.
For each component of your communications program, you need to develop
an outline, sometimes referred to as a project brief, that succinctly describes
the project, its purpose and expected outcomes, its timeline and an
itemized list of the costs involved. Be realistic about what things actually
cost and how long they take to complete. A change in the timeline can
have a significant impact on the budget. For instance, you can incur rush
fees for print and design if a publication you initially planned on doing four
months down the road suddenly needs to be produced in three weeks, or
if your event is moved up from August to April.
Once youve listed each project and all of the associated line-item costs,
youll probably find that your planned expenses exceed your available funding.
Now comes the difficult part of determining what pieces and projects can
be eliminated or delayed until the next budget cycle, and which are essential
to your program.
It pays to be a bit conservative in your estimates so youll be prepared if
something changes down the road. Adding a line item for unanticipated
expenses, or a small cushion on the budget for a major project, can mean
you wont have to scrap your newsletter at the last minute if the cost of paper
or postage goes up unexpectedly in the third quarter of your budget year.
And remember that the best way to build a bigger budget is to demonstrate
that the funds youve spent have shown a return on investment. The more
you can show how well its working, either through surveys of happy audiences
or, better yet, with additional funds that further your organizations mission,
the bigger your communications budget will grow over time. n

20
stretching limited dollars
Following are a few ideas for using your communications funds wisely:

When resources are limited, its even more important that you reach the right audience with
the right message. One of the best investments you can make is to research your audience
before investing in any communications vehicle. Remember, research doesnt have to be
expensive. See Chapter One, Research Basics, for low-cost research strategies.
Take advantage of the latest electronic communications tools. In March 2004, the Wall
Street Journal reported on a McKinsey & Co. study that showed online solicitations cost only
20 cents compared with $1 or more for direct-mail and telephone solicitations. See Web
Sites and Media, both in Chapter Four, for several cost-saving ideas.
With your publications, it can be relatively easy to save costs without sacrificing quality by
making a few minor adjustments in your print specifications. If funding is tight, you might
reduce the number of pages of your newsletter from eight to six, or even four. A simple
change in paper stock can have an enormous impact on the bottom line. See Chapter Four,
Marketing Materials, for more suggestions.

budget checklist
Following are a few details to consider as you put your budget together:

Know the cost per piece of the materials you produce. However, dont make your decisions
based on cost alone. Sometimes a higher cost per piece will also have a correspondingly
higher level of readership.
Get competitive bids for every project. Ask for bids offering the same level of quality.
Check credentials and client references, as well as portfolios and other work samples.
Know exactly what youre getting for your money.
Dont forget the small details. Design, print and photography estimates often do not include
sales tax.
Check to make sure your images are royalty-free, or that youve negotiated the usage rights
that you need. (See Marketing Materials in Chapter Four for more information.)

roadside assistance
The Budget-Building Book for
Nonprofits: A Step-By-Step
Guide for Managers and Boards
by Murray Dropkin and
Bill LaTouche (1998)
Budgeting for
Not-For-Profit Organizations
by David Maddox (1999)
Handbook of Budgeting for
Nonprofit Organizations
by Jae K. Shim, et al. (1996)

21
finding funds
71% OF YOU DESCRIBED YOUR COMMUNICATIONS BUDGET AS NO
survey says: BUDGET OR COULD BE BETTER.

SO how do you build a comprehensive communications program when

your plans are big but your budget isnt? You have more options than
are obvious.
Consider asking an individual donor to underwrite the cost of a particular
publication or communications project. This is an often-overlooked strategy
that can strengthen your organizations relationship with a donor while
attracting additional supporters through the new communications piece.
Relying on volunteers (such as retired executives and
Youre not alone! reporters) and obtaining pro-bono assistance from lawyers
The key to finding funds and accountants can also can help you stretch your
is to be creative, and limited resources further.
dont be afraid to ask. Pro-bono services can be a tremendous resource if
handled professionally. If you accept favors or freebies,
however, be sure to follow normal business protocols by clearly outlining
project details and expectations and obtaining signed contracts. Identify
the value of the services, even if its a trade.
Corporate sponsors may also be available, either as funders or for in-kind
donations (such as wine for an event or computers and software from
technology companies).
And the foundation world is also aware of the power of communications
and is increasingly funding communications initiatives.
Youre not alone. The key to finding funds is to be creative. Dont be afraid
to ask. And be tenacious. Remember the sales caveat that 9 percent of
the salespeople make 90 percent of the sales because they dont give up. n

22
 TIPS

lessons from the corporate sector

Corporations typically devote a significant percentage of their overall
budget to marketing and communications. Why? Because it pays to do
so. When companies launch new product lines, you can be sure theyve
done extensive market research and have significant budgets to promote
the rollout. They know who they need to target and which communications
vehicles will best reach those audiences.

The nonprofit world is timid about funding communications. But investing

in communications can have a powerful impact on the bottom line,
from expanding your nonprofits donor base to developing goodwill and
name recognition.

Take this example from the entertainment industry. Spider-Man 2 had a

$200 million production budget and a mere 25 percent, or $50 million,
in marketing costs, compared with the industry standard marketing
investment of 60 percent of the production budget.

While these numbers are huge compared to what youll spend, the
lessons are the same. Long-term investment in your organizations brand
pays lasting dividends.

The Red Cross and Greenpeace are international brand names, recognizable
not only to their core constituents but also to a mass worldwide audience.
They dont have to work quite as hard to communicate who they are or
what they stand for. Even if your target audience is contained within a
small community, your organization will reap ongoing benefits by investing
in communications that create a continuum of support from donors in
your area.

E
add communications to all grant requests
More and more foundations see the wisdom of funding a communications component in the
grants they give. They're doing this because they see how communications can:

Raise awareness of causes they support and people they want to help
Move an organization to greater levels of self-sufficiency reaching new donors and
people in the community who then lend their support
Remember to educate your board about the staff resources you need to
Build a budget for communications. Maybe
support the programs you want to fund. Funding for communications
you wont get 5 percent of your organizations
should be a key component in all grant requests.
total budget, but organizations need to start
budgeting for communications the same way
they include payroll and rent. Start small and
find corporate partners build on your successes.
Creative cause-marketing partnerships can generate significant budget
dollars for nonprofits. The United States Fund for Unicef expects to raise $4 million to $5
million per year through events and sales of reproductions of the giant Baccarat-crystal
snowflake that adorns the intersection of 57th Street and 5th Avenue in New York City,
according to a November 2004 article in The New York Times. Many corporations look for
opportunities in the nonprofit sector. Think creatively about who is likely to help and who fits
with your organization.

identify friends
In the communications field, its easy to find a sympathetic ear. Agency principals, freelancers
and even marketing departments of big companies are all likely prospects to volunteer services.
These are people who know the difference communications can make, since its their chosen
profession. Theyre one of your best groups of allies.

23
selling It
80% OF YOU SAY YOUR BOARD DISCUSSES COMMUNICATIONS ONCE
survey says: A YEAR OR LESS.

WHAT IF your organization believes it values communications but acts

otherwise? If you dont have the support you need, your journey may be
over before its even begun.
Does your nonprofit allocate a set percentage of the organizations overall
budget to communications? Or do you have to demonstrate the need for
communications funding year after year? Maybe your board or senior
administration is worried that some constituents will view an aggressive
communications effort as a waste of budget. Or
they like your ideas but water them down through
In the modern world of business, it
a bureaucratic process.
is useless to be a creative original
Remember to use communications as the
thinker unless you can also SELL what
business tool that it is. Nonprofit boards often
you create. Management cannot be include successful business leaders. Measure
expected to recognize a good idea the return on investment and the projected
unless it is presented to them by a results of your efforts in language your board
good [salesperson]. understands the financial impact.
advertising mogul david m. ogilvy Show the return on investment that might be
gained through a direct-mail effort or a media
relations program. If youve done a competitive analysis, show the board
what the other organizations in your community those who are trying to
get attention from the same audiences you want to reach are doing.
Have a problem with general awareness? Take a video camera (and release
forms) to a shopping mall and ask passersby what they know about your
organization/issue. Your board may be more willing to consider an increased
investment in communications when faced with the reality that the messages
they think are clear and convincing are not getting through to your audience.
The planning phase of a major capital campaign for your organization is a
great opportunity to leverage increased funding for your ongoing communications
efforts. Its easier for the board to understand the need for investment
when a campaign is being considered, and a strong reputation among key
constituents is a prerequisite to a successful fundraising campaign.

24
Dont forget that you also need to sell your communications plan to
employees, volunteers and other key influencers throughout the organization.
If your staff doesnt speak with one voice externally, your organization will
be sending an inconsistent message that can undermine your efforts.
And dont let your board or senior team become backseat drivers. Prohibit
design, or crafting of communications projects, by committee. Protect the
creative process and put clear limits on the review-and-approval process. n

watch your language It is often the case that nonprofit organizations want communications
Board members and colleagues in non-communications to be easy. Ironically, they want sound-bite answers to the same social
functions often find our tools of trade perplexing, and they problems whose complexity they understand all too well. While policy
may be uncomfortable with their own lack of technical research and formulation are given their due as tough, demanding
understanding. Whether youre talking about media buys, areas of an organization's work plan, communications is seen as soft.
PMS colors, search engine optimization or why you cant While program development and practice are seen as requiring expertise
add just one more page to a publication, youre often and the thoughtful consideration of best practices, communications
perceived as speaking a foreign language. Take the time to is an anyone can do it if you have to task. It is time to retire this
educate your senior team and avoid jargon whenever thinking. Doing communications strategically requires the same
possible. Speak the boards language talk about how investment of intellect and study that these other areas of nonprofit
communications can help them achieve their objectives. practice have been accorded. Frameworks Institute
http://frameworksinstitute.org/strategicanalysis/perspective.shtml

see photo/video release form in the back pocket

roadside assistance
The Nonprofit Leadership Team
by Fisher Howe (2003)
Nonprofit Board Answer Book
by Robert C. Andringa and
Ted W. Engstrom (1998)
www.boardcafe.org
(electronic newsletter for
nonprofit boards)
Frameworks
www.frameworksinstitute.org

25
hiring help: staff or consultant?
survey says: MORE THAN 50% OF YOU HIRE WITHOUT FIRST CREATING A JOB DESCRIPTION.

IN THE nonprofit world, where staff members wear a variety of hats and
are always spread too thin, its unlikely youll be able to hire as many
people as you could put to good use. Youll have to prioritize what to
handle in-house, what can be done by a consultant, and what will have
to remain undone until additional budget or staff becomes available.
For most nonprofits, its always preferable to have someone inside the
organization focusing exclusively on communications issues, but its a
luxury some institutions cannot afford.
For many projects, especially audits and surveys, consultants can save
you money in the long run and help you make a stronger case with your
board. Their experience implementing best practices at a variety of
institutions and sometimes their outsider status often give their
opinions greater weight than those of in-house staff. Key audiences and
senior leadership may be more candid with a consultant, providing more
valuable feedback. And a consultant may help facilitate consensus more
readily than an internal communications expert.
Break down the type of assistance you require. Do you need a senior-level
expert for 25 percent of the work, clerical help for another 25 percent, and
writing/editing support for the balance of the project? If so, hiring a consultant
can provide more cost-effective support than a full-time staff member
hired at too high or too low a level for the work you need to accomplish.
Of course, youll need to evaluate your organizations unique situation
to make an informed decision about whether to stay in-house or use a
consultant. When a new executive director or communications director
is hired, for instance, that person can bring a fresh perspective and an
outsiders objectivity. Or your budget may be so tight that hiring a consultant
is out of the question. Its even more important under those circumstances
to build the case with your board about the return on investment in
communications. Is the budget really that limited or does the board lack
belief in the value of marketing? n

26
hiring help
Once you know your top communications needs, think about
six good reasons to hire a consultant
who can best fill them. 1. No one in-house has the expertise you need.
2. You have the know-how but not the time.
Is your need media relations, publications or marketing?
3. Youre too close to the issue and cant be impartial.
Perhaps you need a senior communications specialist who
4. The project is confidential and inappropriate to assign internally.
has experience in a wide range of disciplines.
5. You need an experts credentials to help you sell your board.
Hire someone who complements your current team and fills
6. You need help on several levels, so its not cost-effective to
in gaps of experience and skills.
hire a single person.
If you can hire only one communications staff member,
develop a realistic job description. Its hard to find a person
who can meet all your needs.
Check references and give a skills test that speaks to the work you need to have done. no one can
Don't be afraid to ask the obvious. If you hired a PC-only person for a Mac-based do it all
environment, theres a steep learning curve for both you and them.
No one person can realistically
handle all needs. Create a job
description that speaks to your
tips for working with consultants most strategic communications
Choose the right consultant for the right project. Is it a good fit? Do they have a track record needs. Such clarity of focus will
of success with the type of issues you are facing? Shop around. yield greater success and increase
Check references. Does the consultant consistently deliver on time and on budget? Take a the likelihood youll be able to
look at the consultants previous work. hire additional help down the road.
Ensure you are on the same page regarding the creative and budgetary aspects of the project.
Clearly delineate roles, responsibilities, processes, payment terms and timeline.
Remember, a consultant can sometimes feel threatening to in-house staff. Seek buy-in from roadside assistance
the staff and explain what you hope to accomplish with outside help. www.nptimes.com
Be clear about who will oversee the work and serve as the key contact. Does this person (The NonProfit Times publishes
have the authority to make critical decisions? If not, youre setting yourself up for multiple an annual salary survey in its
revisions and/or work that upper management may not approve. February issue)
Do the prep work necessary to bring the consultant up to speed (e.g., gathering facts and www.guidestar.org
figures, providing an exact scope of services). (in-depth nonprofit
Put your agreement in writing and include a clause that allows you to gracefully and salary information)
legally bow out for any reason, incurring only the costs of work actually undertaken. www.jobstar.com
Remember, verbal agreements are binding contracts in many states. (listing of salary surveys,
Dont second-guess your consultants. Youve hired them for a reason and, if youve made including a section on nonprofits)
a good hire and effectively communicated www.salary.com
your goals, trust their professional advice. (includes a nonprofit section and
Dont expect the consultant to be solely One of the best ways to ensure your geographic-specific information)
responsible for developing your plan or projects stay on track and on budget is to
www.salarysource.com
establishing your mission, vision and have your consultant produce a creative (tracks salaries for 350 position
goals. The consultants role is to facilitate brief outlining agreed-upon goals, timeline titles, although mostly for the
your decision-making process, not to and other critical elements. corporate sector; it includes a large
number of communications titles)
determine strategic direction.

see sample creative brief in the back pocket

27
collaborating
FEW OF YOU HAVE PARTNERED WITH OTHER ORGANIZATIONS ON
survey says: COMMUNICATIONS.

WHAT IF similar organizations, with similar communications goals, worked

together to inform audiences about important calls to action, such as
increasing voter registration or stopping domestic violence? Such collaboration
can enhance media coverage, build widespread support for your common
objective and avoid duplication of effort.
Who is doing the same sort of work, or complementary work, and how
can you collaborate to mobilize efforts, save money and have a greater
impact? Whether you partner with other nonprofits, like-minded service
providers, corporate sponsors, foundations, universities,
Such collaboration can build government agencies or the media, opportunities for
widespread support for your meaningful strategic alliances are plentiful.
common objective. You may be able to attract more media coverage for
your report on environmental pollutants by building a
coalition of health agencies, environmental groups and neighborhood
associations. A coalition of theater companies might want to jointly
advertise their upcoming performances to save money.
Nonprofit coalitions can leverage significant increases in funding for
collaborative communications efforts. Savvy donors want their dollars to
have the biggest impact possible. Like-minded institutions partnering to reduce
overlap and increase the reach of their messages will find donors ready to
join their cause. Such practices also make nonprofits more accountable
to donors and allow them to more effectively serve their audiences.
One way to increase the already formidable impact of the nonprofit sector
is to increase the efficiency of the dollars we raise and spend, wrote
Patrick Foye, president and CEO of United Way of Long Island, in a recent
editorial in The New York Times. This can be done by making the most of
technology to reduce operating and fundraising costs, by joining with other
agencies to avoid duplication, by taking advantage of volume purchasing
and by working with our federal, state and local government partners to
maximize the returns. n

28
evaluating potential partners media
Here are seven questions you should ask before collaborating with an external partner: sponsorships
1. Are your organizations cultures, values and ethics compatible? A number of media outlets sponsor
2. Does the other organization have a clear mission and strategic plan? Is the organization charitable causes, especially if the
well-managed? charity holds large events through
3. What can they bring to the table? Why does it benefit you to partner? which the publication, radio or TV
4. Would you have stronger capacity to serve constituents by working together than you station can build brand awareness
would separately? and loyalty. For example, in exchange
5. Does your leadership support the collaboration? Does theirs? for having its logo included on the
6. Who are their other partners? nonprofits marketing items (T-shirts,
7. Do you have a written agreement that details the objectives and goals of your collaboration, brochures, posters, banners, ads,
outlines expectations and allows you to back out if necessary? etc.), a newspaper may offer the
charity free advertising space. A radio
or television station may offer a
deejay or anchor to serve as emcee
cause-related marketing for the event. Some media outlets
Corporations increasingly are recognizing the value of strategic alliances with the nonprofit even donate money.
sector. In 2004, corporate spending on cause marketing approached $1 billion, according to
a recent report by PowerPact, LLC and Cause Marketing Forum, the results of which were
published in PR Newswire.

A novel concept only 20 years ago, cause marketing is now a core strategy for many companies
in the post-9/11, post-Enron period, says David Hessekiel, Cause Marketing Forum president.
This study indicates that cause marketing's growth will accelerate as manufacturers and
retailers learn to better integrate their efforts.

Alison Glander, CEO of PowerPact, adds: Generating consumer dollars for cause programs also
builds awareness of social issues and develops loyal constituencies for nonprofits. The people
who are shopping with a cause in mind are the same people who will get out and lobby. roadside assistance
A 2003 survey found that 71 percent of consumers are more likely to buy a product if it helps The Collaboration Challenge:
a charity. And although the amount of royalty revenues generated by nonprofit deals pales in How Nonprofits and
comparison with that of corporate licensing, $39 million compared with $5.8 billion in 2002, Businesses Succeed
nonprofit licensing grew by 25 percent between 1999 and 2002, according to a June 2004 Through Strategic Alliances

story in On Philanthropy.
by James E. Austin (2000)
Making Money While Making
One example is the partnership between the National Wildlife Federation and Home Depot to
a Difference: How to Profit
create products for their Backyard Wildlife Sanctuary initiative, which featured such items as
with a Nonprofit Partner
bird seed and birdfeeders. by Richard Steckel et al. (1999)
The Independent Sector Web site features a host of stories about corporate/nonprofit www.independentsector.org/
partnerships, including Girls Inc. and cosmetics company Lancomes alliance to help empower mission_market
girls, and Starbucks and America SCORES collaboration to create a safe environment for Resource Center for Effective
children after school. Corporate-Nonprofit Partnerships
The Art of Cause Marketing
by Richard Earle (2000)

29
 top tips
Clearly outline costs and expectations in
your budget.

Be realistic about what things actually cost.

Identify specifics about the areas and levels of expertise

you are missing before hiring staff or consultants.

Clearly delineate expectations and timeframe to your

consultants and get everything in writing.

Partner with like-minded organizations to maximize

the effectiveness of your communications and
expand your reach.

Show your board members the return theyll receive

from investing in communications, whether increasing
revenues, advancing mission or building reputation.

30
 chapter four
what to take

4
 Youve done the hard work of figuring out
where you are as an organization, where you
want to go and the resources you need to
get there. Now its time to choose the right
combination of tools to implement your
communications plan effectively.

With such a wide range of options available, from print publications

and Web sites to direct mail and media relations, how do you know
which are best for your organization and its goals? Youll want to
look at cost, of course, but also the appropriateness of each option
for reaching your specific audience.

This chapter goes into detail about tried-and-true, as well as

innovative and new, communications tools and how to put together
the right mix to meet the needs of your nonprofit.

31
advertising
18% OF YOU CURRENTLY USE ADVERTISING AS PART OF YOUR
survey says: COMMUNICATIONS EFFORT.

WHILE ADVERTISING is one of the most visible communications tools

available, it might be the one that you use the least. Advertising allows
you to maintain complete control over content, but it requires a significant
budget and long-term commitment to be the most effective.
The following attributes are vital to any advertising strategy:
Reach The number of people in your target audience who will see, hear
or read your advertisement is referred to as reach.
Frequency No matter how strong your message, people
Half of the money I spend need to hear your message repeatedly for it to sink in.
Keep in mind that by the time you and your board are
on advertising is WASTED; sick of a message, its probably only starting to resonate
the trouble is I dont know with your audience.
which half. Memorability Make certain your message is memorable.
department store pioneer In advertising, you have only a moment to make an
john wanamaker impact. Your audience wont act on your ad if they
dont remember it.
Appropriateness The vehicles for your ads must be appropriate for your
objective and for your target audience. For instance, you wouldnt advertise
in The New York Times to invite donors to an event. Ads for your cause
dont need to reach the widest possible audience to be effective; they just
need to reach the right audience.
Also consider ethnic media in your planning. According to a report by New
California Media, Forty percent [of ethnic Californians] say they pay more
attention to television, radio and newspaper ads in the language of their
home country than to English-language ads. n

32
 TIPS

seven print-ad principles

1. Capture the readers attention like a stop sign and direct it like
a road map.
2. Make an emotional connection before attempting to convey information.
3. Write headlines that offer a reason to read more.
4. Use pictures to attract and convince.
5. If you want people to read your text, make it readable.
6. Test before; measure after.
7. When everyone zigs, its time to zag.
Source: Why Bad Ads Happen to Good Causes and How to Ensure They Wont Happen
to Yours, by Andy Goodman (designed and published by Cause Communications)

To learn how to write effective print ads, download our first book, Why
Bad Ads Happen to Good Causes, which is based on a 10-year Roper
Starch study that examined the effectiveness of public service advertising.
You can download it for free by going to www.causecommunications.org.

F
public service announcements online advertising
Newspapers and television and radio stations receive hundreds of public service announcements A surge in online advertising is
each year. PSAs can be a great way of combining free placement with a controlled message, being led by paid-for text-links
but you will have little influence over when, or if, your ad is used. or by search engines such as

With print and television ads, you have to pay for production costs unless you can get them Google and Yahoo! The response

donated. Radio spots can be very inexpensive, especially if read by an announcer who works at rate from people clicking on paid

the station. links can be as low as 1 percent,

about the same as direct mail.
To increase the chances of your PSA being used, be sure that your print ads are standard size
But there is an important [plus]:
(check with your target newspapers and magazines) and that broadcast ads are the right format
Internet advertisers usually pay
and length (generally 15-second, 30-second or one-minute spots). Keep in mind that the
only if someone clicks on their
higher the quality of the message and visuals, the more likely your PSA will run. And its almost
link. This is the equivalent of
always worth a call to see if you can get individual stations to agree to run your spots at
paying for the delivery of junk mail
specific times.
only to households that read it.
From time to time, some organizations decide to make an investment in paid campaigns to
Source: The Economist, June 2004
complement their public service campaigns, said Peggy Conlon, president and chief executive
at the Advertising Council in New York. Its a perfectly good strategy, but year after year,
the donated-media, public-service-advertising model really is the best
for nonprofits. Online advertising [is] growing twice as fast as cable
TV advertising and more than three times faster than
advertising in any other medium, according to a study
paying to be heard by Jupiter Research.

Many nonprofits are starting to emulate the corporate sector in Source: Ad Age.com, July 2004

order to get their messages noticed amid all the information clutter.

The New York Times recently reported on the American Heart Associations $36 million,
three-year campaign that it launched early in 2004, the first such effort in its history.

Its been common for charities to get donated advertising, said Stephen M. Adler, chief executive
roadside assistance
at JAMI Charity Brands in New York, which helps match nonprofit groups with corporate benefactors.
Advertising Council
But whats happening now is charities are having a harder time reaching their target audiences.
www.adcouncil.org
Increasingly, nonprofits are getting more sophisticated, Candy Cox, managing partner of DDB
PSA Research Center at
Worldwide, told The Times. They want to play in the very best media in order to communicate
Goodwill Communications
their messages. www.psaresearch.com

American Association of
Advertising Agencies
www.aaaa.org

Advertopedia
www.advertopedia.com

33
advocacy
39% OF YOU RATE POLITICAL OUTREACH AND ADVOCACY AS KEY COMPONENTS
survey says: OF YOUR COMMUNICATIONS EFFORTS.

SHAPING public opinion about your cause and influencing legislation remain
among the most challenging tasks facing nonprofit organizations. Legislation
and court decisions relating to health care, welfare, the environment,
minimum wage, human rights, and a thousand other topics, profoundly affect
nonprofit organizations and the type of charitable services that society needs.
Depending on the scope of your issue, it may be important for you to reach
out to elected officials locally, regionally and nationally. Keep policymakers
informed about your organization and aware of the key issues facing your
communities. Determine which of their aides handles the issues that are
important to your cause, and then make them aware of the relevant facts
and figures from your perspective.
Learn when government agencies and legislators are
Your aim is to get your going to discuss and act upon issues of importance
cause on the public to your constituents. If you have a compelling story,
try to arrange meetings with everyone from your local
agenda, and shape the
city council members all the way to top state and
way your issue is covered national officials. Make sure they know how many
in the media. people your organization can reach. Build understanding
and awareness of your concerns by using moments of
interaction with policymakers and their staffs as teachable moments
rather than as debates.
Your advocacy efforts also should extend to the news media, which can
play a vital role in educating both the general population and those you
serve about your issues. You should aim not only to get your cause on the
public agenda, but also to shift the way stories on your issue are reported
in the media. The way a reporter frames a story can significantly affect
public perception of your issue.
Is the reporter emphasizing the public policy issues surrounding stories about
urban blight, child endangerment or animal rights? Or do the stories focus
narrowly on the specific individuals involved? If its the latter, your message
can easily get lost. In a comprehensive study of 10,000 local and national
television news reports on international events and issues, the Center for
Media and Public Affairs found that less than 1 percent focused on the
34
 DOs and DONTs

shaping policy:
what you may and may not do
501(c)(3) public charity organizations are strictly forbidden from engaging in
any political activity in support of or in opposition to any candidate for
public office. However, 501(c)(3) public charity organizations can engage
in nonpartisan voter education activity and in a limited amount of lobbying.

501(c)(3)s may:
Engage in limited lobbying, including work on ballot measures
Conduct nonpartisan public education and training sessions about
participation in the political process
Educate all of the candidates on public interest issues
Publish legislative scorecards (with certain restrictions)
Prepare candidate questionnaires and create voter guides
(with certain restrictions)
Canvass the public on issues
Sponsor candidate debates (with certain restrictions)
Rent, at fair market value, mailing lists and facilities to other
organizations, legislators and candidates (with certain restrictions)
Conduct nonpartisan get-out-the-vote and voter registration drives
Establish a controlled 501(c)(4) organization
Work with all political parties to get its positions included on the partys
platform (with certain restrictions)

501(c)(3)s may not:

Endorse candidates for public office
Make any campaign contributions
Make expenditures on behalf of candidates
Restrict rental of their mailing lists and facilities to certain candidates
Ask candidates to sign pledges on any issue (tacit endorsement)
Increase the volume or amount of incumbent criticism as election
time approaches
Publish or communicate anything that explicitly or implicitly favors or
opposes a candidate

Note: Because the application of the law is fact-sensitive and context is critical,
[the above guidelines] should not be relied upon as legal advice.

Source: Alliance for Justice, www.allianceforjustice.org

G
big-picture, public policy issues that can effect societal change. Motivate five essential
your constituents to write letters to the op-ed section of various media to steps in an
help drive home your points and reframe the issue. advocacy
Web sites and guerilla marketing play an increasingly important role in advocacy campaign
campaigns. Many nonprofits, including the American Cancer Society, have 1. Determine your goals.
a talk with your legislator button on their Web sites. An e-mail alert can 2. Identify and segment your
audiences and understand
reach thousands quickly and economically. And those who become committed
their current perceptions.
to your cause are likely to help spread the word through viral marketing
3. Craft compelling messages.
passing your message on to their friends and family. 4. Determine the appropriate
vehicles and best spokespeople
Another good tool for generating buzz is releasing the results of a study or
to reach each audience.
issuing a report card on an industry. This gives you a news hook and an 5. Spell out the actions you want
opportunity to translate complicated issues into quantifiable information. people to take.
Tapping into whats currently happening in popular culture also can help
make your issue more
appealing to the media. n calling legislators
Help your constituents advocate for your cause by
making it easy for them to get in touch with their roadside assistance
writing letters legislators. Include contact information in your The Alliance for Justice
Whether you want to mobilize mailings and other advocacy efforts. Go to (866.NPLOBBY/
www.congress.org for contact information on the www.allianceforjustice.org)
constituents to write to their
offers technical assistance
congressmen or draft opinion president, vice president, U.S. Congress, and state
on what election activities
letters to your local newspaper, and local officials. The site also contains a media
nonprofits can and cannot do.
follow these simple steps to quickly guide to find information for national and local
Loud and Clear in an Election
build momentum for your cause: editors and reporters.
Year: Amplifying the Voices of
Draft a few sentences or key Community Advocates
points about the message you want your constituents to convey to decision-makers or edited by Holly Minch (2004)
the media. Frameworks Institute
Develop a contact tree to carry your key messages and the goal of the letter-writing www.frameworksinstitute.org
campaign to all appropriate constituents. Call the first two people on your tree, who then Fact Check a nonpartisan
begin circulating your key points and target audience (legislative or media) to two or three consumer advocate that aims
others, who each contact two or three others each, and so on. to reduce the level of deception
Encourage participants to stay on point but to personalize their letters so they dont look and confusion in U.S. politics,
from the Annenberg Public
like spam.
Policy Center of the University
of Pennsylvania
www.factcheck.org

Making the News: A Guide for

Nonprofits and Activists
by Jason Salzman (1998)

35
capital campaigns
THE MAJORITY OF YOU WHO ARE CONDUCTING CAPITAL CAMPAIGNS HAVE
survey says: NEVER WORKED ON ONE PREVIOUSLY.

UNIVERSITIES AND LARGE NONPROFITS have perfected the capital

campaign as a strategy for raising a significant sum of money above and
beyond normal fundraising efforts in a limited period of time. The specific
timeframe and goals motivate donors to make stretch gifts, larger than
what they might normally consider. And campaigns can be effective for all
sizes of nonprofits.
If you decide to embark on a campaign, youll need to make an investment
in communicating to major donors and prospective donors (aka prospects),
key volunteers, staff and the media, as well as community and often national
decision-makers. Keep in mind that the majority of funding will come from
a small number of supporters. The standard rule is that 80 percent of your
gifts will be made by 20 percent of donors.
To understand what will motivate that select but crucial audience, it is
essential that you conduct a feasibility study before launching a campaign.
Typically, external fundraising counsel conducts this in-depth assessment
of an institutions readiness and fundraising potential. The feasibility study
will help determine and test your campaigns financial goal, priorities and
key messages.
Prospect research can help you identify new major donors and help target
your solicitations to increase the likelihood of success. Such research is
invaluable as you tailor fundraising proposals and campaign publications.
The case for support, sometimes called a case statement, is the
fundamental blueprint for marketing your campaign. It literally makes
the case for why donors should support your campaign. The process of
developing your written case also helps build consensus internally on the
campaigns priority projects, key messages and ultimate goals financially
and institutionally.
And remember that publicity too early in your campaign can undermine
your progress. Dont officially announce your campaign effort until at least
one-third to one-half of your financial goal has been pledged by donors. n

36
 key campaign
communication
ask your donors vehicles
Conducting focus groups of prospective donors can provide you with valuable feedback for your Case for support
case statement while also achieving buy-in for the concept of your campaign and its priorities. Newsletter
Donors can tell you directly what would sell them on the campaign, and thats a great cultivation Video/DVD
tool as well as a means of targeting and fine-tuning your communications. Web site
Brochures on planned giving,
endowment, featured
producing an effective case statement priorities, etc.
Graphic-identity program
Make a compelling case for why your organization is a smart investment. How will donor
(logo and other visuals) specific
funds be used? What meaningful difference will donor gifts make?
to campaign
Think big. What significant societal issues will donor support help influence? Why is your
Press releases about major gifts
organization uniquely qualified to successfully address those issues?
Campaign press kit and
Aim to win both hearts and minds. Evoke an emotional response in your reader, but provide
fact sheets
logical rationale for supporting your institution as well.
Events (campaign kickoff and
Include a call to action. To be effective, a case statement should have a sense of urgency.
completion celebration)
Why is donor support needed now?
Scripted remarks
Avoid hyperbole. By all means, make bold statements about your institutions strengths and
vision, but back up your claims with evidence.
Demonstrate existing support for your institution by featuring testimonials from constituents
roadside assistance
and other donors, and/or by listing your board of trustees and campaign leadership, particularly
www.philanthropy.iupui.edu
if they are well-known and respected in your community.
The Center on Philanthropy
Focus on what might motivate a donor to give, not on your organizations needs. at Indiana University and its Fund
Write concisely, memorably and clearly. Raising School offer myriad courses
Make sure your printed case is visually appealing. Invest the necessary resources for photography, and tools to help you successfully
design and printing. The case for support does not have to be expensive, but it must reinforce launch a capital campaign.
your point that the campaign is a smart investment. See Marketing Materials in this chapter www.philanthropy.com
for tips on saving money on publications without sacrificing quality. The Chronicle of Philanthropy
The format of your case for support must be customized to suit your institutions personality, routinely reports on fundraising
history, mission, campaign goals and the donors you aim to reach. campaigns at large and small
institutions across the country.
Its often a good idea to include a list of giving opportunities, large and small, to motivate
donors and show specifically where they might make an investment. Conducting a Successful
Capital Campaign: The New,
Revised and Expanded Edition
of the Leading Guide to
feasibility-study topics Planning and Implementing
Following are the key areas that should be discussed with interviewees in a capital campaign a Capital Campaign
by Kent E. Dove (1999)
feasibility study, according to the Center on Philanthropy at Indiana University:
Preparing Your Capital
Case (why should donors support the campaign?)
Campaign: An Excellence in
Proposed goal (what dollar amount should be the campaign goal?) Fund Raising Workbook
Leadership (who would be the right volunteer leader of the campaign?) Series publication
Gift potential (how much would the interviewee consider giving to such a campaign?) by Marilyn Bancel (2000)
Timing (when should the campaign be launched and how long should it last?) www.onphilanthropy.com
Public relations (what public relations efforts should be included in the campaign?)
Referrals for other interviews (who else should be interviewed for the feasibility study?)
Special areas of concern (what other factors does the interviewee think would influence the
success of the campaign or his/her own participation?)
37
direct mail
HALF OF YOU RATE DIRECT MAIL AS AN IMPORTANT PART OF YOUR
survey says: COMMUNICATIONS EFFORT, YET LESS THAN 5% MEASURE ITS EFFECTIVENESS.

DIRECT MAIL is the staple of most nonprofit fundraising operations. It is used

primarily to acquire new donors, renew and upgrade existing donors, and
identify planned-giving prospects. It is also effective for special efforts,
i.e., to raise funds for specific programs or projects over and above your annual
appeal to donors. Direct mail puts your targeted message directly into the
hands of your audience, reminding them that you need their continued support.
In addition to its importance as a fundraising vehicle, direct mail can help
you build awareness through informational mailings about your organization;
it can drive traffic to your Web site; inform constituents of new services;
educate your audience about current issues; and much more.
According to Grizzard Communications, an 84-year-old firm that specializes
in direct-mail fundraising, 40 percent of your direct-mail success depends
on how well you know your audience; 40 percent
Direct mail puts your targeted depends on what you say to them; and the remaining
message directly into the 20 percent depends on how your mailing looks.

hands of your audience. The research you did as suggested in Chapter One will
help you address the first point.
For the second issue, its important to keep in mind why people make
philanthropic gifts. Grizzard boils it down to these five reasons: kindness,
a sense of altruism toward others; conscience, the desire to make our
world a better place; tenderness, empathy with the poor and disadvantaged;
obligation, the perceived duty to share ones abundance; and personal
gratification, a sense of feeling good because they have done something
significant to help others. Your appeal should evoke an emotional response
in your readers, with a hook that moves them to immediate action.
To make your direct-mail piece inviting, so that donors open and act upon,
rather than discard, your appeal, its important to test your design with a
small segment of your audience before mailing to large numbers. Testing
various strategies will help you determine which appeal will be most
effective. Keep your approach interesting to get your mailing opened and
read amid all the competing information your audience receives, but dont
sacrifice consistency. Use related visuals to build your brand equity and
38 reinforce your message in your donors minds. n
 DOs and DONTs

direct mail dos and donts

DO:
Invest time in maintaining your database with up-to-date information
on your donors.
Include a call to action that is specific and immediate.
Use an emotional hook to draw in your reader, keeping in mind the
principal reasons people give to charitable causes.
Personalize your appeal rather than simply addressing your direct mail
to Dear Friend.
Give donors the option of responding to your direct-mail letter with an
online gift.
Make sure your direct-mail content is consistent with the rest of your
organizational identity and messaging.
Pay attention to detail. If your direct-mail piece is accidentally
addressed to Mr. Jane Smith, she may find it difficult to read and
absorb your message no matter how compelling it might otherwise
have been to her.
Carefully follow relevant postal regulations.

DONT:
Make your direct-mail program a sporadic undertaking. Existing donors
need to be reminded frequently that you need their ongoing support.
Make solicitations your only form of communication with your donors.
Send informative materials, such as a newsletter, in addition to your
periodic requests for funding.
Neglect to test your direct-mail appeals before you commit to a mass
mailing. Testing helps you fine-tune your approach for greater results.

H
attracting planned gifts
Direct mail is an excellent venue for educating your constituents about the benefits of making
a planned gift to your organization. Planned gifts make it possible for many donors to have a
larger impact philanthropically than they could otherwise afford. And because planned gifts
typically offer significant benefits to both the nonprofit and the donor, such as lifetime income
and a variety of tax savings, response to direct mail on the subject is generally strong.

You might want to consider mailing a brochure on planned giving in general or on specific
areas such as charitable gift annuities or bequests. Other options
include adding a column on planned giving to your donor newsletter,
sending out a postcard directing donors to a planned-giving Web site, or
timing your solicitation
writing a targeted appeal letter to all donors and prospects 60 and older. For most organizations and communities, it pays
not to mail during the summer, one month prior
to an election, or just before the end of the
calendar year, when your audience may be
maintaining an accurate database overwhelmed with holiday preparations and mail.
Your database can be your biggest headache or your greatest resource.
Its crucial to accurately compile and update your donor names, addresses,
salutations, e-mail addresses and other vital information. You can capture details on prospective
donors by making for more information cards available at your events and in your facilities.

Your database also should include the amount and dates of gifts, what events donors have
roadside assistance
attended, what mailings they have received, corporate-matching gift programs, and whether
Building Your
any outstanding pledge payments remain and when they are due. By getting the basics down,
Direct Mail Program
you reassure donors that your organization is professionally run and that you care about them.
by Gwyneth J. Lister (2001)
If donors have to keep reminding you that they moved three years ago or that theyve already
www.nonprofitmailers.org
completed a pledge, their confidence in your nonprofit may be eroded.
The Alliance of Nonprofit Mailers
A variety of database software packages and services are on the market, many of which are is a national coalition of nonprofit
tailored for nonprofits. Ask peers and colleagues what type of program they use and what organizations that uses the mails to
their experience has been with the software. Shop around. Take time to evaluate the kind of raise funds, solicit members and
information you need to track for your nonprofit and choose the software that best fits your
disseminate information. Its site
includes a wide range of tools
specific needs.
and information, including
postal regulations.
www.dmnews.com
DM News dubs itself the
online newspaper of record
for direct marketers.
www.the-dma.org
The Direct Marketing Associations
site includes industry news, upcoming
events and marketing tips.
www.usps.com
The official site of the U.S.
Postal Service

39
donor cultivation and grant writing
WHILE MANY OF YOU ARE ASKED TO WRITE GRANTS, VERY FEW OF YOU ARE
survey says: EXPERIENCED GRANT WRITERS.

IN ORDER TO obtain major gifts, you need to master the art of donor
cultivation and targeted proposal writing. Your existing donors need to feel
appreciated for their support in order to consider making another gift to your
institution. And for all major-gift prospects, you need to effectively express
a compelling reason why your nonprofit is worthy of their support.
Many nonprofits focus their grant-writing efforts on philanthropic foundations,
which typically provide clear guidelines on the type of proposals they will
consider. With proposals to individuals, you can be more creative and less
formal, but you also need to do a considerable amount of research to
make sure you are crafting a proposal that will appeal to that particular
donors interests.
Individual donors are worth the effort. They consistently provide approximately
three-quarters of all charitable giving in the United States, according to
the annual Giving USA report, researched by the Indiana University Center
on Philanthropy and published by the Giving USA Foundation. n

the three cs of prospect research

Prospect research refers to the process of evaluating prospective major-gift donors to determine
how likely they are to support your institution and what level of giving is realistic. Information
gleaned through this process is essential to developing targeted fundraising proposals and
one-on-one solicitations that will help motivate prospects to contribute to your cause.

Keep these three factors in mind when conducting prospect research:

1. What is the prospects connection to your institution? What would motivate the prospect
to give? Is he a grateful patient of your health center? Is she an alumna of your university?
Has the couple volunteered for your organization for many years?
2. What is the prospects capacity to give? Research tools are available to help you determine
your prospects wealth, stock and real estate holdings, etc., so that the amount of support
you ask for is in the right ballpark. Ask for too much and you may turn off your potential
donor. Ask for too little and youve lost an opportunity for major support.
3. What does the prospect care about? Is he passionate about protecting the environment?
Is name recognition an important concern? Is she an animal-rights activist?
For an extensive list of prospect research resources, visit www.aprahome.org/researchlinks/.

40
 seven thank yous
When it comes to donor relations,
stewardship strategies the fundamental rule is that you
cant say thank you often enough.
The most reliable source for future gifts to your organization is from the donors who already
support you. Its vitally important that they understand how much you value their contributions, Following are seven golden
and the best way to let them know you appreciate their support is to communicate with them opportunities for thanking donors:
on a regular basis. Many large nonprofits have staff dedicated specifically to this task. But no a thank-you note with an
matter how small your institution, donor stewardship should be a top priority. enclosed photo following an event
Stewardship programs have three basic components: a thank-you letter following a
one-on-one meeting, visit or lunch
Acknowledgment thanking donors early, often and appropriately for their level of support
a thank-you call from your chief
Recognition publicly acknowledging a donors generosity through a newsletter profile,
executive or the chair of your board
honor roll, naming opportunity or invitation to a special event
after the donor pledges a gift
Reporting reminding donors of the impact of their giving to set the stage for future support
a thank-you letter officially
and provide accountability
acknowledging that pledge,
each future pledge payment
and completion of the pledge
producing effective proposals listing the donors gift in your
Whether youre writing to an individual donor, a foundation or a corporation, keep the following honor roll (after obtaining permission
tips in mind as you prepare your proposal: through a letter that, again,

Plan as far in advance as possible so that appropriate time is available for research, writing, thanks the donor for the gift)

editing, approvals, revisions and packaging. periodic reports on how the gift

Look at priority projects that have yet to be funded and begin the process of developing is being used

boilerplate proposals. If youve already agreed internally on the basics, youll be able to a profile of the donor in your

move more quickly as prospects are identified. The boilerplate can then be tailored for newsletter or on your Web site

individual prospects. (again, with the donors approval)

The prospect will determine the tone and focus of the proposal. Two proposals to fund the
same project often have a different emphasis. For example, a proposal to a medical school roadside assistance
alumnus interested in perpetuating the name of a mentor will be very different from a proposal Writing for a Good Cause:
to a foundation, even if both proposals are targeted for cancer research. The Complete Guide to Crafting
Foundations generally provide clear guidelines for what proposals they will accept and the Proposals and Other Persuasive
format, structure and contents they require. Follow their guidelines closely. Pieces for Nonprofits
Every proposal should be highly readable, well-organized, persuasive, substantive and error-free. by Joseph and Danielle S. Barbato
(2000)
A proposal should be both concise and complete. Dont inundate the reader with excessive
or repetitive information. On the other hand, dont provide too little explanation to a donor Winning Grants Step-by-Step:
simply because you think that individual already knows the rationale for the project. The Complete Workbook for
Planning, Developing and
Answer the basic questions: who, what, when, where, why and how. Lead the prospect in a
Writing Successful Proposals
logical order through the rationale for support. by Mim Carlson (2002)
Let the donor know what difference the gift would make, both to the organization and, more
The Foundation Centers
importantly, to the donor.
Guide to Proposal Writing
Avoid superlatives and meaningless generalities such as the organization is a leader, by Jane C. Cheever (2001)
unless you can back up the statement with concrete data. Most prospects are too savvy to
The Artful Journey: Cultivating
fall for pure hyperbole.
and Soliciting the Major Gift
Avoid jargon. Be straightforward in presenting the information. by William T. Sturtevant (1997)
Remember that money goes to strength. Instead of writing about needs and problems,
discuss opportunities and potential.

41
electronic media
LESS THAN 40% OF YOU CURRENTLY PRODUCE E-NEWSLETTERS, YET ALL SEE
survey says: ITS GROWING IMPORTANCE.

THE INTERNET is changing so rapidly that new tools for electronic

communication are coming online every day. You have to be nimble to
stay ahead of the curve or at least not too far behind it. The first and
sometimes hardest step is collecting e-mail addresses.
Be sure to include an e-mail request line on all forms and cards in which
you ask for other address information, and an e-mail opt-in box on your
Web site. Encourage your audiences to visit your Web site by publishing
your URL on all printed communications and stationery.
Be thoughtful in how you gather information on your constituents. You need
to assure your audiences that you will manage their personal information
confidentially. Make it crystal clear that you will not share their information
with other organizations and that you will guard their privacy. Be true to
your word. And give them an opportunity to opt out of your communications
and keep to that promise as well.
Maintaining your e-mail address list with accurate information can be
challenging, as e-mail addresses change even faster than mailing addresses.
Be sure your service provider has tools that automatically remove invalid
addresses from your list. Every e-mail you send should have a link that
makes it easy for your audiences to update their information.
Once you have your database of e-mail addresses, youll want to look at
options for communicating with your audiences electronically. Following are
some of the most frequently used tools:
E-newsletters or e-zines are regularly distributed headlines and blurbs
that often link to a Web site with more complete stories. Keep subject
lines short, hyperlinks plentiful and graphics on your e-newsletter simple;
otherwise, many in your audience wont have the patience to wait for your
newsletter to load, or youll clog their in-boxes. Either scenario may lead
your readers to opt out of your mailing list.
Be sure you have enough staff, and enough news, to produce your
e-newsletter in a timely fashion. And remember that although electronic
newsletters save money on printing and postage costs, they often take as
much time and effort to produce as print newsletters.
42
 DOs and DONTs

viral marketing dos

You dont need to include all of these elements, but the more of the
following that you incorporate into your e-strategy, the more successful
your campaign will be:

Gives away valuable products or services

Provides for effortless transfer to others
Scales easily from small to very large
Exploits common motivations and behaviors
Utilizes existing communication networks
Takes advantage of others resources

Source: Web Marketing Today, www.wilsonweb.com

I
E-mail campaigns involve sending a series of targeted messages to a segment
of your audience. For instance, you might undertake a campaign to help pass
a particular piece of legislation; raise money for a special program or project;
increase the membership level of a certain set of donors; or solicit volunteers
for an upcoming event.

Viral marketing refers to the process of getting individuals to pass on your

marketing message electronically to their friends, family and colleagues. It
originated with the Hotmail marketing campaign that offered free e-mail
in exchange for the automatic inclusion of a brief
tagline/pitch at the bottom of each e-mail message Truly interactive e-mail campaigns can create a strong
sent via a Hotmail account. The Hotmail campaign emotional bond with an organization, says Wharton
was wildly successful, with some 12 million new marketing professor David Schmittlein. That kind of use of
subscribers in a year and a half. n e-mail is going to be growing, and its going to have real
economic return for organizations. For example, an
orchestra could use its mailing list to tell subscribers about
concerts, offer exclusive opportunities to meet performers
getting your message through and solicit opinions that would actually affect the next
E-mail users and networks are fighting back hard against spam. seasons schedule.
So how can you make sure your message gets through?
Here are a few tips:

Make sure youre only sending e-mail (including e-newsletters, e-zines and the like) to
those who have requested it. Obtain permission before you send e-mails to even longtime
supporters. And always include an easy unsubscribe option.
Both your display name and e-mail address should accurately identify your organization.
Most spam comes from individuals.
roadside assistance
Send your e-newsletters on a regular schedule so they are expected. Theyll be more likely
www.onphilanthropy.com
to be read that way.
www.online-publishers.org
Be aware of the latest spam themes (mortgage rates, prescriptions, etc.) and avoid using
www.marketingprofs.com
them or related words in your copy.
www.newstips.org
Test whether your message will get bounced. Establish e-mail accounts at some prominent
e-mail and Internet Service Providers and send yourself the message to see if it goes through. Unleashing the Idea Virus

A popular trend in spam monitoring is the challenge-response system, which requires an by Seth Godin and
Malcolm Gladwell (2001)
e-mail sender to complete a specific task before any other e-mails are accepted from that
sender. The task usually requires a human response such as clicking on a link. This strategy 101 Ways to Boost Your
Web Traffic: Internet Marketing
reduces spamming, since spammers rely on automation for distribution of their messages.
Made Easier, 3rd Edition
by Thomas Wong (2004)

43
events
survey says: 61% OF YOU RATE SPECIAL EVENTS AS VITAL OR VERY USEFUL.

THE FIRST STEP in planning any event is knowing what you want to
accomplish. Events can help you increase your visibility, attract prospective
donors, improve community relations and/or thank existing donors. But
events can be expensive, so know the potential cost and your alternatives
for achieving the same goals before you commit to an event.
Whether your event is a black-tie dinner, conference for 1,000 or an intimate
reception or lecture, choose your speakers strategically and plan well in
advance for maximum publicity opportunities, before, during and after your
event. (See the Media Relations section of this chapter for tips on enhancing
your media coverage.) Use the opportunity of a captive audience to obtain
contact information, including e-mail addresses, from attendees. And to
greatly increase the impact of your event, follow up with attendees afterward.
Events are labor-intensive activities, and paying attention
Events can be expensive, to the small details is crucial. For example, despite an
so know the cost and otherwise stellar event, your guests prominent memory

expected return before you may be that the coffee was cold, the music was too loud
or the speaker was inaudible because the microphone
commit to an event. didnt work. Make your expectations clear to your
caterer and other vendors before the event. Stage a
rehearsal to test the sound and other AV equipment. (The pocket of this
book contains an event checklist to help you keep track of the details.)
Be sure to send invitations out six to eight weeks in advance so that your
invitees wont think they were last-minute additions to the guest list. And
save-the-date cards or letters sent out 12 or more weeks in advance
can help boost attendance. n

44
 star-struck or star-stuck?
leverage the impact When you need to pull cameras into a room, few things are as magnetic as
stars. Celebrities can spotlight your cause or make you pull your hair out. Author
of your events Andy Goodman reviews the rules of celebrity engagement:
Brief your CEO and key volunteers on what you 1. Find the right celebrity for the right cause make sure the star is a good fit
hope to accomplish by their interaction with for your cause.
VIP guests. Provide background information on 2. Find the right person to talk to agent, manager, publicist, attorney, spouse.
important attendees. 3. Make your request clear, concise and in writing.
Use your key organizational messages to create 4. Have celebrities speak as informed citizens, not experts.
talking points for informal conversations with 5. No surprises. Nothing fouls a relationship faster than a deviation from
VIPs and for media interviews. the agreed plan.
Arrange your seating plan strategically. Who 6. Thank you, thank you, thank you. After the celebritys time has been
should sit with which donors? With media? donated, thank-you notes (or gifts) are in order for both the star and
With other VIPs? the handler.
If the event is newsworthy, pitch the story to 7. Be careful. Celebrity spokespersons bring their own set of risks. They can
your key media contacts and send out a media eat up time and require careful attention.
advisory. Have press kits ready and be sure to
Source: Andy Goodman, agoodmanonline.com
have the appropriate feeds if you anticipate
broadcast coverage.
Provide for more information cards to help build your database. Be sure to ask for
e-mail addresses as well.
Conduct a dress rehearsal before and a debriefing afterward, to get everything right this time
and to do an even better job next time.
Follow up after the event by sending guests photos, speech reprints, press clippings, etc.,
along with a note of thanks for attending. Dont forget to follow up with those who could
not attend.

top speechwriting tips roadside assistance

Find out as much as possible about your audience. Are they new to your organization Special Events: Proven Strategies
or are they longtime supporters? for Nonprofit Fundraising
Know your objective. Do you want to educate, motivate, inspire? What is the key message by Alan L. Wendroff (2003)
you want to impart? Lend Me Your Ears
Make sure your goals and audience expectations mesh. by William Safire (1997)
Does your speaker prefer a fully written speech or bullet points to use as a guide?
GALA: The Special Events
Keep your remarks short and focused, and use repetition to make your main message Planner for Professionals
crystal clear. & Volunteers
Tell a story. Paint a picture. Make it memorable. by Patti Coons and Lois M. Baron
An effective presentation needs a beginning, middle and end, taking the listener on a logical (1999)
progression as you develop and convey your message. Event planning books
Watch your language. Use transitional phrases to move forward. Use the active rather than by Judy Allen
the passive voice. And avoid overuse of I and unnecessary adverbs such as very. www.abacon.com/pubspeak
Include a pronunciation guide for difficult names. www.public-speaking.org

see event-planning checklist in the back pocket

45
guerilla marketing
survey says: MOST OF YOU HAVE NEVER CONDUCTED GUERILLA MARKETING CAMPAIGNS.

GUERILLA MARKETING uses fast, unconventional methods, often

combined with a sense of humor, to accomplish conventional goals. Its
all about thinking up creative ways to get your message out to your
audience and to move them to action quickly, whether its making a gift,
signing a petition or attending an event. Guerilla marketing offers an
irresistible combination of being inexpensive and
Tens of thousands of innovative, which can lead to enhanced media visibility
and word-of-mouth advertising.
commuters saw the Hearses
on the Highway. Within a Andy Goodman used a guerilla tactic a mock funeral
procession of five hearses on a freeway during rush hour
24-hour period, calls to the to help an alliance of environmental organizations
EPA spiked 47 percent. communicate with concerned citizens in Southern
California. Each hearse had a billboard with a message
about the health problems associated with air pollution in the region, and
the last hearse included a toll-free hotline number at the Environmental
Protection Agency.
Tens of thousands of commuters saw the Hearses on the Highway
firsthand as they crept along with drive-time traffic, and millions more
heard the story on morning radio or saw it on the local evening news
programs, recalls Goodman. Within a 24-hour period, calls to the EPA
hotline from irate Angelenos demanding cleaner air spiked 47 percent.
The total cost of the tactic: less than $2,000.
After years of litigation against Yum Brands (parent company of KFC
Corporation) for inhumane practices, People for the Ethical Treatment of
Animals received major media coverage and swift corporate response
when it released footage of these practices from a hidden camera placed
by one of its members in a West Virginia chicken slaughterhouse. Yum
Brands threatened to cancel its contract with the plant, owned by
Pilgrims Pride, if conditions were not drastically improved. According to
The New York Times, which extensively covered the story, Pilgrims Pride
fired 11 workers and managers and said it would make everyone at its 25
plants sign promises to treat animals humanely. PETA then partnered

46
with the Humane Society of America to ask Congress to amend the
Humane Methods of Slaughter Act to include poultry.
In a less dramatic but similarly effective effort, Planned Parenthood of
New England used coasters in bars and personal ads in newspapers to
convey a series of hip and audience-appropriate pitches to address health
concerns. The organization also was able to save significant money by using
audience research that had already been conducted for a campaign to a
demographically similar audience in Louisiana.
The best guerilla tactics not only reach your target
Among the many and varied channels through which a person
audience, but also create buzz about your
today may receive information, it is hard to imagine any that
marketing campaign, your cause and your carry the credibility and, as a result, the importance of interpersonal
organization. The more inspired your approach, communication, or word-of-mouth. There is little debate as to
the more likely you are to draw media coverage whether word-of-mouth matters. In fact, there is good reason
and public interest. n to believe it has more potential impact than any other
communication channel.
Source: Harvard Business School Working Paper Using Online Communication to
Study Word of Mouth Communication, by David Godes of Harvard Business School
some guerilla tactics and Dina Mayzlin of Yales School of Management (2003)

Print your key messages on buttons, T-shirts, bar coasters,

banners, employee uniforms, decks of cards, flyers, posters, you name it.
Turn your vehicles into movable billboards with car magnets, bumper stickers or
hand-painted messages.
Paint a mural on the side of your building or create window displays highlighting roadside assistance
your organization. Or see if you may paint or post your message in the windows of
Guerilla Marketing
community businesses. www.gmarketing.com
Hold a contest to draw new constituents to your organization. (Web site of guerilla marketing
Shout your message through a bullhorn on the street corner or from a moving vehicle. pioneer Jay Conrad Levinson)
Increase visibility for your nonprofit by speaking at community meetings, at other The Secrets of Master
gatherings such as conferences, or door-to-door throughout the community. Marketing: Discover How To
Display your materials at trade shows, via doorhangers (left at peoples homes in your Produce an Endless Stream
target area) and in all of your facilities (through take-one boxes or periodical displays). of New, Repeat and Referral
Business by Using These
Produce an infomercial.
Powerful Marketing and
Include key messages on your voice-mail system and on-hold programming on your phones.
Customer Service Secrets
Spread positive word-of-mouth through your volunteers, employees, donors and student interns. by David L. Hancock (2003)
The Worlds Best Known
Marketing Secret:
Building Your Business With
Word-Of-Mouth Marketing
by Ivan R. Misner and
Virginia Devine (1999)

47
marketing materials
survey says: 100% OF YOU PRODUCE SOME FORM OF MARKETING MATERIALS.

YOU CAN COMMUNICATE as much about your organization through the

look and feel of your marketing materials as you can through the words
they convey. To be noticed, read and remembered, your publications need
to be visually appealing. To reinforce your brand identity, your materials
need to be linked visually and express consistent messages. And, as in all
other forms of communication, it is essential that you know your audience
and what you hope to accomplish through each piece.
If youre hiring an outside designer, writer or photographer, make sure your
vendor is a good fit (an event photographer may not be the best choice to
shoot environmental portraits of donors, for instance). If you have the right
people on board and youve effectively communicated your goals,
expectations and the parameters of the project you should trust their
counsel. Carefully negotiate usage rights to photography and design concepts
at the outset, and include ancillary rights such as posting photographs on
your Web site. Know exactly what rights youre paying for so you wont be
surprised later. For printing, always obtain at least three bids and be sure
youre comparing apples to apples.
In choosing the right mix of print materials for your needs,
Ive learned that you cant consider the frequency with which your organization
have EVERYTHING and do has news to report. A newsletter or magazine requires
everything at the same time. a consistent flow of stories, while a brochure may be
oprah winfrey more effective in announcing a single new program.
Since funding sources often require audited financial
statements, many nonprofits turn their annual report into an opportunity
to highlight the organizations accomplishments and vision for the future.
This strategy can give you extra bang for your buck, since you can make
dual use of the publication as a tool for attracting new prospects. And
once you launch a successful periodical, produce it on a consistent
schedule to maintain interest. n

48
 TIPS

getting the most from your publications

Know your audience and goals for each publication.
Survey your audience to ascertain if your periodicals are being read. If
not, find out why.
Hire the right people and let them do their jobs. Ban design by committee.
Build your brand by producing materials with a similar look and feel.
Outline expectations in advance for budget, deadlines, approval
process, etc.
Work backward from your deadline to create a realistic timetable.
Pay attention to flow. Every page should visually relate to the previous
page, with the final product being a single cohesive whole.
Use creative, catchy and short headlines in order to draw attention.
Write in a clear, concise and professional manner.
Always keep your ultimate audience in mind. Resist the urge to please
only senior administration.
Continually seek feedback from your audience and measure your results.
Gather inspiration and potential consultants from publications you admire.

J
low-budget, high-impact ideas
Hire a designer to create a template that you can fill in for subsequent issues. This gives you
a professional design at a reduced cost, but be sure you have the skill and training to pull
off completion of the project in-house.
Submit final copy to your designer, not copy thats still a
work in progress. Otherwise, youll be paying for lots of push vs. pull
unnecessary corrections. Many nonprofits, as well as corporations, use a combination of
If you cant afford new photography from cover to cover, Web and print as a powerful push/pull mix to communicate
invest in a few professional shots and run them larger. with current stakeholders while drawing new ones. Your direct-
Choosing the right paper will save you big bucks (paper is mail pieces, whether a print newsletter, magazine, a fundraising
25 percent of the cost of most print pieces). Look at the appeal or an e-mail announcement, push your message to
house stock paper your printer uses. You can sometimes current audiences, while Web sites and brochures help pull
achieve a similar look at a significantly lower cost. in new audiences.
Use standard-size paper and eliminate high-end bells and
whistles (die-cuts, full-page bleeds, embossing).
Most printing presses are configured to handle an even number of colors (two, four or six
colors), so its more cost-effective to specify colors in pairs. Varnish counts as a color.
Determine your print quantity carefully. The cost of producing 10,000 copies all at once is
significantly less than printing 5,000 copies two separate times, but you dont want to be
stuck with publications you wont use.
If you need to produce dual-language marketing publications, instead of printing two different roadside assistance
pieces, it can be cost-effective to print the English version and the other language side by Getting It Printed: How to
side (or one on the front, the other on the back), using the same photographs. Work With Printers and Graphic
Use color printers and copiers to give even your lowest-budget pieces a more polished look. Imaging Services to Assure
Quality, Stay on Schedule
and Control Costs
by Mark Beach and Eric Kenly
print and web publishing pluses and minuses (1999)
Graphic Designers Digital
print: Printing and Prepress Handbook
+ by Constance Sidles (2001)

Publishing the Nonprofit

Control over look and feel Expensive
Annual Report: Tips, Traps,
Control over distribution Time-consuming
and Tricks of the Trade
Tangible Less flexible by Caroline Taylor (2001)
More personal Difficult, expensive to change
Alleviating Prepress Anxiety:
Compact and portable Price fluctuations
How to Manage Your Print
Preferred by readers Projects for Savings,
Schedule and Quality
web: by Ann Goodheart (2000)

+ The Society of Publication

Designers 39th Publication
Can be created and posted quickly Lack of control over look and feel Design Annual
Can be changed and updated easily Audience must be made aware it exists by George Lois (2004)
Interactive Intangible/ephemeral See the section on Web sites
Unlimited space Impersonal for Web publishing resources.
Flexibility in number of pages presented
Relatively inexpensive

49
media relations
survey says: 86% OF YOU SEE MEDIA RELATIONS AS AN IMPORTANT TOOL.

ONE OF THE FASTEST ways to build awareness of your organization

among mass audiences is by obtaining press coverage. Earned media,
placing news and feature stories in print, broadcast and electronic media,
is more credible and less expensive than paying for advertising, but you
have limited control over how your message will be delivered.
As you begin planning your media relations effort, know what you want
to accomplish and who you want to reach. Do you want to increase the
general visibility and reputation of your organization? Do you want to
attract new donors and volunteers to your food bank? Do you want to
increase your universitys ranking in U.S. News and World Report? Your
goals should be realistic and clearly defined. You also should develop
two or three messages that succinctly convey your position and/or your
organizations strengths and accomplishments.
Next, you need to ask yourself: Who can help my
PUBLIC RELATIONS includes organization achieve its goals? and What kinds of
media, community, media do they listen to, watch or read?
government and donor Most media outlets maintain extensive demographic
relations. MEDIA RELATIONS information that they use to boost their advertising
specifically refers to working sales. This information is readily available often on
the Web and also can be used to prioritize among
with print, broadcast and
the news media that reach your key audiences for
electronic media. purposes of news and feature pitches. While national
media and your local daily newspaper reach wider
audiences, its often more effective for nonprofits to target community-based
and ethnic media. Sometimes these smaller news outlets allow you to
reach your key audiences with greater precision and efficacy. n

50
 DOs and DONTs

working with the media

DO:
Make sure your story is newsworthy or, if its a feature story, that it is
interesting and appropriate to the outlet. Tailor your pitch to the
specific reporter and publication.
Be sure your spokespeople receive adequate media training.
Develop an internal policy for how your organization will respond to calls
from the media and familiarize all staff and volunteers with the policy.
Introduce yourself long before you need to pitch a big story.
Return phone calls in a timely manner; reporters are usually on a
tight deadline.
Make it easy for the media to reach you.
Be brief.
Be on time.
Avoid jargon.
Ask for clarification if you dont understand a question.
Be as helpful as possible, even if you must defer to another expert.
Reporters will appreciate your assistance and will be more likely to call
you in the future.
If you dont know the answer, say youll get back to them and be sure
to follow up.
Offer feedback when appropriate. If a story contains a major error, bring
it to the reporters attention. If you like a story, send a thank-you note.

DONT:
Dont ask to review or approve the story before it is published.
Dont say no comment. It makes you sound as though you have
something to hide.
Dont ask to speak off the record. Presume everything you say is on
the record.
Ignore a reporters request for an interview.
Mislead or lie to a reporter.
Contact more than one reporter or editor at the same news
organization about the same story without letting them know.
Have more than one person from your organization pitch to the same
media outlet.
Schedule a press conference unless you have news that warrants
significant coverage.

K
ethnic and gay/lesbian media who do you call?
Including ethnic and gay/lesbian media in your communications plans can be a vital tool Start building relationships with
for reaching key constituent groups. A report by New California Media, based on a survey media by becoming a media
of 2,000 ethnic households in 12 languages, found some 84 percent of Hispanic, Asian consumer watch TV news,
and African-American residents of California (close to 17 million) access ethnic media outlets listen to the news radio stations,
regularly, and 54 percent cite a specific TV or radio program, Web site or publication as and browse news Web sites and
their primary source for news every day. relevant newspapers and

The U.S. Census Bureaus June 2004 ethnicity statistics confirmed the increasing diversity magazines. Take note of the

of the U.S. population, with the number of Latinos and Asians growing approximately media outlets/reporters who

four times faster than the overall population during the past three years. And, according cover the issues related to your

to 2000 U.S. Census data, gays and lesbians make up at least 10 percent or more of the cause. Most media outlets have

American population. a reporter/section dedicated to

nonprofit/charitable activities.
A comprehensive listing of more than 1,800 ethnic print, broadcast and electronic
Try the News section on Google
media organizations in the United States is available through the NCM Directory at
to locate recent news stories on
www.NCMonline.com/directory.
issues relevant to your organization.
Other relevant resources include: If your budget permits, you can
Asian American Journalists Association, www.aaja.org also invest in a subscription to
Native American Journalists Association, www.naja.com news archive databases such as
National Association of Black Journalists, www.nabj.org Factiva or Lexis-Nexis.
National Gay and Lesbian Task Force, www.ngltf.org
National Association of Hispanic Journalists,
www.nahj.org components of a
National Association of Minority Media
Executives, www.namme.org/
media relations plan
Goals
Target audiences

tracking your coverage Key messages

roadside assistance
News hooks/pitch angles and
Keep a record of your success. You may need SPIN Works!
corresponding timeline
assistance in the collection of media coverage, by Robert Bray (2002)
Media contact/distribution list
especially for Internet articles and broadcast www.spinproject.org
Deliverables (press kit, releases,
pieces, as they can disappear quickly. Volunteers http://aboutpublicrelations.net
op-ed articles, etc.)
and interns can help, or you can use a clipping www.aboutpr.com
Media training
service. For a list of services that track print, www.prsa.org
Tracking coverage
broadcast and Internet coverage, try www.prweb.com
www.clippingservice.com. Other sources include:
Media Relations Handbook
www.bacons.com for Agencies, Associations,
www.burrellesluce.com Nonprofits and Congress

www.lexisnexis.com/currentawareness/trackers
by Brad Fitch (2004)
www.webclipping.com The Fall of Advertising and
the Rise of PR
by Al and Laura Ries (2002)

51
media: pitching your story
60% OF YOU WOULD LIKE TO IMPROVE YOUR ABILITY TO SECURE
survey says: PRESS COVERAGE.

TO IMPLEMENT your media plan effectively, you must actively cultivate

relationships with reporters and editors. Editors need good stories as much
as nonprofits need media coverage, but the way in which nonprofits define
a good story often differs from that of news outlets.
To position your institution as a valued news source, its essential to pitch
only stories that are truly newsworthy and a good fit with the media outlet.
For instance, you wouldnt pitch a story on the shortage of affordable
housing to a health care reporter (unless, of course, you found a great
angle, such as unsanitary or dangerous living conditions in inner-city
housing). Be objective: If you were not involved in your cause, would you
find the story interesting?
Dont succumb to internal pressure to pitch stories that are not newsworthy.
Not only will the story be turned down, but you also run the risk of
damaging your relationship with the news outlet. While a million-dollar gift
may be a big deal to your organization, its not inherently newsworthy.
Familiarize yourself thoroughly with the media in
Who can help my organization which you want to appear and think creatively about
ACHIEVE its goals? potential news angles and hooks: What makes your
story worth telling now? Are you releasing a new
What kinds of media do they report? Informing the public about a new program or
listen to, watch or read? service? Publicizing the local impact of a national
court decision, new law or national news event? Also
consider pitching to entertainment programs. Boston Latin School, in the
midst of its first fundraising campaign, earned a favorable mention on The
West Wing in an episode centering on public education. And dont forget
to include op-ed articles in your media efforts.
You probably already have an in with the media that youre not aware
of. Have you asked your volunteers or board members if they have friends
in the media? Chances are that they do. Ask around and then leverage
these relationships as much as possible. n

52
 TIPS

who to pitch?
Most media outlets post contact information for their editorial staffs and
some include specific instructions on how to pitch a story.

In some instances, youll want to pitch your story to the reporter who
covers your beat. One of the best ways to get a reporters attention is
to reference a relevant recent story and then draw a connection between
that story and the one youre pitching.

Sometimes the best approach is targeting the editor of a specific section,

such as the calendar section, for events that are open to the public or
the features/lifestyle editor, e.g., to profile a local family your organization
has helped.

when to pitch?
Deadlines vary greatly, so contact each outlet to learn its required lead
time. Its also vital to learn when not to call. For instance, dont contact a
local TV station right before the 5 oclock news.

As a general rule, keep these guidelines in mind:

Daily newspapers at least two to three weeks in advance for feature

stories; one to two days in advance for news, depending on the news
value of the story
Weekly newspapers three to four weeks ahead for features; one to two
weeks for news items
Monthly magazines three to four months before publication date
Bimonthly magazines five to six months before publication date
Local TV/radio three to four weeks in advance for feature stories; one
to two days in advance for news stories, depending on the news value
National TV news magazines can take months to complete interviews
and edits for feature stories
National news/talk shows (general interest) three to four months
in advance
Radio talk shows at least one to two months ahead

L
e-mail, fax or snail-mail?
Use e-mail for print publications and Web sites. Summarize pitch in subject heading.
Make sure your e-mail doesnt look like spam.
Use fax for TV newsrooms, which are too busy to sort through e-mail.
Reserve snail-mail for press kit mailings, if youre trying to build a
long-term relationship with an editor or in preparation of a feature Have a media-friendly Web site with current biographical
pitch. Call the editor beforehand to make sure its OK to send. information, organizational history, downloadable
Unwarranted mail solicitations will most likely go in the trash. photographs, news archives, press clippings and other
Follow up your pitch with a phone call, but be sure youre not relevant information to increase your value as a news
calling close to deadline. source. An online experts directory, ideally with video
clips of your top spokespeople, can help you generate
even more media coverage.

building a media list

Pay services are available to supplement your efforts or to help you develop an entire database
from scratch. It pays to comparison-shop and to verify the information with the individual
media outlets. Some services are updated more frequently than others and offer a variety of
delivery mechanisms (printed book, CD-ROM, Web site). These services typically maintain
circulation and demographic information on media outlets as well.

Following are a few well-known suppliers of media contact information:

Bacons Media Directories, www.bacons.com

Video/audio news releases (VNRs) shot in the format
Burrelles Media Directory, www.burrelles.com
of a news story can be effective tools for educating
Gebbie Press, www.gebbieinc.com
people and building awareness. They are expensive, so
News Media Yellow Book, Leadership Directories,
do a cost/benefit analysis and make sure your story is
www.leadershipdirectories.com
truly newsworthy before making an investment.
The Capital Source, National Journal, Washington, D.C.

media alerts
A media advisory calls attention to upcoming events, news conferences or briefings. It describes
the event in much less detail than a press release. Media advisories should be sent to your key
media contacts and also placed in daybooks and in week-ahead columns. Daybooks are
daily calendars of events compiled by newswire services and published for national, state and
major-city markets. Week-ahead columns serve the same purpose in smaller markets. Send
media advisories out the week before your event and again one or two days before as a reminder.

A media advisory should be clearly identified as such. It should include no more than one or
two paragraphs describing the event with an emphasis on why it merits coverage and the roadside assistance
specifics: date, time, location, contact information, your organization and any key participants www.ap.org
(who, what, when, where, why and how). Dont forget to include a headline as well. www.reuters.com
www.prnewswire.com
see news release guidelines in the back pocket www.businesswire.com

53
web sites: creating and maintaining
85% OF YOU SAY A WEB SITE IS VITAL TO YOUR ORGANIZATION, YET LESS THAN
survey says: 10% TEST THE SITE WITH VISITORS PRIOR TO LAUNCH.

WITH SOME 400 million people (and counting) online worldwide today,
the first place many of us look for information is the Internet. As you
design a Web site for your organization, keep a few fundamental rules in
mind. Remember, on the Web, people dont read; they scan. Good sites
are easy to navigate, are clearly and consistently organized, and have
robust search functions.
If its a choice between simple and easy-to-use vs. complex with lots of
bells and whistles, opt for simplicity every time. Sites that take too long to
load can turn off many users. You may attract people to your site once,
but they wont come back if its too difficult to use.
Maintaining your Web site is at least as important as creating it in the first
place. Add new content regularly, or at least indicate that the site has been
reviewed and updated recently. Write Web-friendly (i.e., concise, clear)
text and proofread your site as carefully as you would a print publication.
Even though its easy to make corrections, a site with errors can make
users lose confidence in the quality of your organization. And avoid the
common mistake of simply posting Web versions of your brochures online.
Fortunately, you no longer have to know HTML (hypertext markup language)
to update a Web site. Instead, youll want to use a content management
system (CMS) to help you keep your site current. CMS makes it simpler for
those unfamiliar with HTML to post and update materials without assistance
from technical staff. And because CMS relies on templates, it helps ensure
a consistent look and feel to your Web pages.
Finally and we cant stress this enough you must design your Web site
so that it is search-engine friendly. You may have an incredible site, but if
it pops up as item number 1,723 or 1,723,000 in a Google search, it will
be tough for people to find. For more on search-engine optimization, the
term for increasing your visibility on Web search engines, read on. n

54
 DOs and DONTs

web sites seven common mistakes

Not clearly establishing what you want from your Web site
Failure to appreciate what good design brings to a Web site
Not editing the content of your Web site
Not taking full advantage of what an interactive medium has to offer
Not tracking site results in a useful manner
Not putting together an in-house Web team
Not recognizing that the Web site is a system that must be continually
maintained and updated
Source: @issue

M
testing your site great web sites
According to Web usability expert Steve Krug: If you want a great site, youve got to test. Looking for inspiration as you
Testing one user is 100 percent better than testing none. Testing one user early in the project create or update your Web site?
is better than testing 50 near the end. Check out these nominees for

Although Krug believes focus groups are great for testing the names of features on your site the International Academy of

and for providing general information about audience preferences, he says they shouldnt be Digital Arts & Sciences 2004

mistaken for usability testing. The kinds of things you can learn from focus groups are the Webby Awards, dubbed by

things you need to learn early on, The New York Times as The

before you begin designing the Oscars of the Internet.

According to a Nielsen//Net Ratings report in March
site, he says. But theyre not www.aworldconnected.com
2004, some 204.3 million Americans, 75 percent of
good for learning about whether http://blogforamerica.com
the citizenry, have home Internet access, an increase
your site works and how to improve www.cancerfacts.com
of 9 percent over the prior year. In just a handful of
it. They wont tell you whether www.earthisland.org
years, online access has managed to gain the type
people can actually use your site. www.exploratorium.edu
of traction that took other media decades to
www.gracecathedral.org
To effectively test usability, you need achieve, said Kenneth Cassar, Nielsens director of
www.hivstopswithme.org
to recruit a few representatives of strategic analysis.
www.hrc.org
your target audience and observe Nielsen also reports that Web surfers are more
www.indybay.org
them, one at a time, as they try politically active than the general population.
www.kidshealth.org
to complete a specific task on your
www.myjewishlearning.com
Web site. For example, you may ask participants how they would go about making an online
www.tolerance.org
gift, or finding news about upcoming events, and observe how easy or difficult it is for them to
navigate through the process. This kind of testing is both inexpensive and invaluable in
ensuring that your site is easy for your key audiences to use.

to blog or not to blog

Blogs are one of the hottest trends on the Web today. Short for weblogs, blogs are proliferating
because theyre among the least expensive, easiest and fastest ways to share information. Blogs
send your content directly to your audience whenever new information is posted on your site. roadside assistance
They also allow for instant feedback, making them invaluable in building relationships with your
Dont Make Me Think!:
key audiences. And because content is frequently updated, blogs can increase your ranking in A Common Sense Approach
Internet search engines. to Web Usability

To build awareness of your blogs existence, post its headlines on your organizations Web site, send
by Steve Krug (2000)
out an e-mail and/or announcement of your blog, and ask partner organizations to link to your site. Homepage Usability:
50 Homepages Deconstructed
Free automated publishing systems, such as www.blogger.com, can help you set up a blog in just a
by Jakob Nielsen and Marie Tahir
few minutes. Free news readers also are readily available, although you need to choose the (2001)
right one for your computer operating system. For the Mac, try http://ranchero.com/netnewswire/;
Information Architecture
for Microsoft Outlook, www.newsgator.com is a good option; www.feedreader.com is a freeware
for the World Wide Web
application for Windows; and www.bloglines.com is a Web-based reader. by Louis Rosenfeld and
But before you launch a blog, be sure you will have enough regular new content to make it Peter Morville (2002)
worthwhile. To be effective, a blog must be updated regularly at least two or three times per Information Architecture:
week, if not daily. Blueprints for the Web
by Christina Wodtke (2002)
Be aware that whoever writes your blog will effectively be speaking for the entire organization.
Proceed with caution. Just because blogging is a new trend doesnt mean its right for
your organization.

55
web sites: optimization
survey says: MOST OF YOU SEE ONLINE GIVING AS A GROWING NECESSITY.

NO MATTER how good your content and your Web site, if it is buried
among hundreds or thousands of other sites, its not going to be very
effective. Studies show that more than 85 percent of Web surfers use
search engines every day. If the most widely used search engines dont
list your organizations site on the first couple of pages of their results,
chances are your message is not going to get through.
In addition to creating your Web site so that it ranks high in search engines
(see sidebar), its crucial that you keep foremost in mind the needs and
preferences of your target audience. Give users confidence in the quality
of your site by keeping the information accurate and up-to-date, by
frequently checking to make sure you have no broken links, and by giving
them an easy way to make a gift or connect with a real person if they
need additional information or assistance.
Continue your usability testing when you make any significant changes to
your site. And use tracking software to help measure your results. Remember
that tracking usage of your Web site is as critical to building an effective
communications program as tracking your direct-mail results. n

seven key factors in search engine optimization

Search engines rank your site on a number of factors, namely keywords the words most
frequently mentioned on your site. Following are the seven key factors to keep in mind to
increase your search engine ranking:

1. Title tag The title tag is like a master keyword; its the first thing a search engine displays
after you enter a search request. Every single Web page should have its own title tag, and
it should be the exact keyword you used for the Web page you are trying to optimize. Avoid
generic keywords; choose only those appropriate for your organization.
2. ALT tags Also put your main keyword(s) in the ALT tags on your images.
3. Link popularity Most search engines wont consider a Web site unless at least one or
two links point to it. Your keywords should be in those links. Before linking with other sites,
check them out to ensure they dont have hidden text or repeat keywords (considered
spam by search engines).
4. Keyword density Your keyword should appear once in the title tag, once in the heading
tag, once in the bold text, and in the first and last sentence of the page. But dont overdo
the frequency of your keywords. Overuse can be interpreted by search engines as spam.

56
5. Rich theme Search engines are increasingly looking at themes in Web sites. Create as
much content as possible (FAQs, articles, tips, etc.), and keep Web pages to between
200 and 500 words. The more pages you have that are related to your theme and that
include your keywords, the more likely youll be successful in your ranking.
6. In-site cross-linking Link to topic-related content across your site to enhance your theme.
Every page should link back to your home page, and none of the pages on your site should
be more than three clicks away from the home page.
7. Web site design Text should outweigh HTML content. Make sure your pages are viewable
in all leading-edge browsers, and stay away from Flash and Java Script, which are not
favored by search engines because they are slow to load on many computers.

Source: Jeff Solomon, ThinkLogic LLC

using listservs
A listserv is an electronic mailing list that allows specific audiences or online communities to
exchange ideas and information quickly and easily. Questions and answers submitted by
members of the list automatically are e-mailed to everyone on the listserv.

Nonprofits can use listservs in a variety of ways:

As a forum for feedback from constituents on services provided by the nonprofit

As an advocacy tool to build a grassroots effort to influence legislation or spread the word
roadside assistance
about a particular issue
To communicate with partner organizations and peer institutions about common issues Search Engine Optimization
www.searchenginestrategies.biz
and concerns
/index.htm and
Check out eModerators, a resource for people who facilitate online discussion groups, at www.searchenginewatch.com
www.emoderators.com/moderators.shtml. Hot Text: Web Writing That Works
by Jonathan and Lisa Price (2002)
www.useit.com
online giving Jakob Nielsens Web Site includes
Online gifts to nonprofits increased by 48 percent during 2003, according to the Chronicle of How Users Read on the Web and
Philanthropys fifth annual survey on the topic. The 157 nonprofits that participated in the
Applying Writing Guidelines to
Web Pages.
survey received more than $100 million through Internet donations in 2003.
The Big Red Fez: How To
As this trend continues, more nonprofits are stepping up to the plate with more sophisticated
Make Any Web Site Better
Web sites and secure servers that support online giving. But you dont have to make a major by Seth Godin (2002)
investment to launch an online giving program. Many small nonprofits are taking advantage of
www.nyu.edu/library/resources/
www.paypal.com, a free, easy-to-set-up service initially used for e-commerce that also allows
webwriting/, Bobst Library:
nonprofit donations to be made securely via the Web. Writing for the Web
To make donors aware that you accept online gifts, you can send postcard announcements, www.sempo.org
publicize the program in your newsletter or e-mail your constituents. A common obstacle is SEMPO is a nonprofit professional
that most nonprofits dont have e-mail addresses for their donors and prospects. association working to increase
awareness and promote the value of
There are no shortcuts to raising money online or offline, says Ted Hart, president and CEO of
search-engine marketing worldwide.
ePhilanthropy Foundation. But with technology, there are more efficiencies and the opportunity
to reach out to more people. And that is what should be drawing nonprofits to use the Internet.

And contrary to the impression many have that online giving is dominated by people in their
20s, most donors are aged 30 to 59, he adds.
57
 top tips
To reinforce your brand identity, link materials
visually and express consistent messages.

Attract and retain donors through targeted messages

aimed at their individual motivations for giving.

Spend as much time maintaining your Web site as you spent

launching it.

Increase your ranking in Internet search engines by using key words.

Collect e-mail addresses of your constituents at every opportunity.

Build credibility/awareness through press coverage.

Make sure your story is newsworthy, interesting and appropriate.

Use advocacy to get your cause on the public agenda and shift the
way stories on your issue are reported.

58
chapter five
are we there yet?

5
 Youve come a long way on your
communications journey. Now its time to
assess the progress youve made and to
consider ways to adjust your strategies for
even greater success.

In this final chapter, well discuss how to measure the effectiveness

of your efforts and enhance your accountability to your constituents
while maintaining a more efficient and effective communications
program. And lets face it, sometimes youre going to make mistakes
along the way. We learn more from what doesnt work than from
what does. The point is to continue to refine your efforts so that you
develop the right communications mix that moves the goals of your
mission forward.

59
measurement
ONLY 28% OF YOU CONSIDER MEASURING THE SUCCESS OF COMMUNICATIONS
survey says: EFFORTS AS VITAL, YET MEASUREMENT OF SUCCESS IS A KEY ELEMENT OF ALL
FUNDING GUIDELINES.

WHILE quantifying the impact of communications efforts can be challenging,

it has its rewards. Youll be able to ascertain whats working and whats not
so that you can make adjustments to your plan. Youll be able to demonstrate
to your board, in concrete terms, the value of funding a comprehensive
communications program for your organization. And youll know that your efforts
are making a real difference in reaching your constituents and supporting
your nonprofits mission.

So where do you start? To know where you are now, you need to know where
you began. Of the few nonprofits that evaluate their communications programs,
most forget the crucial step of establishing a baseline. Before you launch a new
marketing program, survey your key audiences about their perceptions of your
organization. Then conduct a similar survey after you launch a new publication
or advocacy campaign to measure the difference your communication made
to audience perceptions.

You also need to know your goals. If you want to increase major gifts from
$3.5 million per year to $5 million per year, it will be much easier to measure
your success than if you have a general goal of raising more money. Similarly,
if you want to increase attendance at your events from 350 to 400 people,
you can quantify the results of the specific communications tools you use to
attract new attendees.

Be sure to segment and test your vehicles along the way. For instance, if you
are planning a direct-mail fundraising appeal, you should try out a couple of
different approaches on select portions of your audience to determine which
is likely to yield a higher response rate.

Measuring your organization in comparison with your peer institutions is another

indicator of your success. In a blind survey, find out what the media thinks of
your organization and others in your sphere. Track how that changes over time
as you implement new media relations strategies. External evaluation sources
also can provide valuable feedback, such as U.S. News and World Reports
rankings of universities and hospitals.

If youre creative in your approach, you can usually think of useful measures
for each of your communications projects. n

60
tools for measuring results
Following are a few ideas for evaluating specific types of communications efforts:

MEDIA RELATIONS
Easily measurable media goals include placement of 12 stories in major national media or
achieving a total of 400 hits in external media. But how do you measure how well your
message is being heard? If youre trying to shift the way the media report on your issue
(as discussed in Chapter Four, Advocacy), track how often the media covering your organization
are picking up your specific talking points (i.e., the key messages you include in your press
releases or pitches and those your spokespersons say on camera). Is your success rate better
if you have one-on-one meetings with the reporter?

CRISIS COMMUNICATIONS
With crisis communications, you can measure your effectiveness at preventing negative media
coverage and the amount of revenue your nonprofit would have lost, from donors and other
constituents, had you been unable to prevent a negative news report. For example, if theres a
protest in front of your building and your efforts are responsible for keeping it out of the news,
you can quantify the cost savings to your nonprofit and help make the case to your board for
funding your media relations program.

PUBLICATIONS
Readership surveys can tell you what your audience thinks of the quality and frequency of your
periodical, how much of it they read, whether they pass it on to friends and family, whether it
motivates them to take action or make a gift, and many other valuable pieces of information.
If you include a business-reply envelope that is coded for the specific publication, you can
compare the response you receive to each of your publications.

WEB SITES
Many organizations count hits on their Web sites, but what does that really tell you? A large
number of hits may actually indicate that your audience is having trouble finding the information
they want. Because the Web is an interactive medium, it can be a great tool for obtaining
direct feedback from your audience regarding what works and what doesnt on your site.
Other measures include looking at usage patterns, such as peak usage times and what
information people are accessing most. Also, its a good idea to track changes in outcomes roadside assistance
how many donors are making a gift online compared with last year? How many gave before, Institute for Public Relations,
and after, you sent a postcard attracting people to the site? www.instituteforpr.com
(and its Commission on
Public Relations Measurement
and Evaluation)

How to Measure Your

Communication Programs
by Angela Sinickas (1994)
Measuring Brand
Communication ROI
by Don E. Schultz and
Jeffrey S. Walters (1997)

61
refining/adjusting
VERY FEW OF YOU FUND A FORMAL ASSESSMENT PROCESS FOR COMMUNICATIONS
survey says: INITIATIVES, YET ALL SEE THE IMPORTANCE OF MEASUREMENT.

NO MATTER how thoroughly you plan your trip, sometimes you have to
change course. You need to stay flexible. And as the results and responses
come in, you might need to shift gears and turn left instead of right.

Perhaps an arts organization may launch a major marketing push to expand

its audience and sell more tickets. Or you may have a special fundraising
event with a set number of available seats. You want to attract new attendees,
but you dont want people to get frustrated if demand suddenly exceeds
capacity. Its a fine line between creating buzz for a
In the business world, the sold-out event and engendering bad word-of-mouth for
building expectations in your audience, only to dash them.
rearview mirror is always
CLEARER than the windshield. Earlier in this book, we talked about preparing for success.
But if youre even more successful than you thought,
famed wall street prognosticator
how can you readjust your plans to meet capacity?
warren buffett In the above scenarios, you can partner with other
institutions to help handle your overflow. Or you can
pitch a donor on funding a short-term and/or long-term solution, such as
helping you lease a temporary space, underwriting additional performances
or building a new facility.

Its also important for nonprofits to be able to respond quickly when events
in popular culture or politics take a turn that can be advantageous to your
organization. You have to pay attention to whats going on in the world around
you and think creatively about how you can participate in the discussion to
benefit your organization and those you serve.

In this book, we have covered most of the major tools nonprofits use to
communicate with their audiences. While theres a logical progression, you
need to conduct research and have a communications plan in place before
you launch into implementation, it pays to go back over your tracks periodically.
For instance, you should revisit your research and update your plan on a
regular basis. Life happens, things change. Your planning documents will need
to be amended periodically.

If youre doing something that doesnt work, change it. If it works well, do
more of it. n

62
 DOs and DONTs

keys to effective evaluation

Set benchmarks in advance.
Establish clearly defined goals.
Segment your audience.
Test along the way.
Be creative in what and how you measure.
Routinely review and readjust your approach.

N
the power of communications Were taking our own advice and will be
A woman is driving alongside a river, looks over and sees a baby drowning. surveying our readers on ways we can improve
She pulls over, jumps in the river, grabs the baby and brings it ashore. But this toolkit. We welcome your feedback and
no sooner has she climbed up the bank, she looks back and sees another suggestions for future updates. E-mail us at
baby drowning. She jumps back in, grabs the baby, brings it to shore, and, [email protected].
oh no, theres another one. She goes in after it. And then theres another
and another and, pretty soon, shes really busy saving babies one at a time.

A second woman passes by, sees the drowning babies and jumps in. The first woman sees that
the second woman isnt bringing the babies out of the water and yells, What are you doing?
The second woman says, Im teaching the babies how to swim!

Just then, a third woman comes by, sees whats going on, but turns around and starts running
in the other direction. The other women yell, Where are you going? She says, Im going
upstream to stop whoever is throwing these babies into this river!

Remember that by using strategic communications, you can get way past saving one baby at a
time. In fact, you have the power to bring people together to solve some of the societys most roadside assistance
pressing problems, shifting perceptions and creating positive social change on a massive scale. www.nationalresultscouncil.org
Enjoy your journey.
Begging for Change:
The Dollars and Sense of
Making Nonprofits Responsive,
Efficient, and Rewarding for All
by Robert Egger (2004)
Why Nonprofits Fail:
Overcoming Founders
Syndrome, Fundphobia and
Other Obstacles to Success
by Stephen R. Block (2003)
Breakthrough Thinking for
Nonprofit Organizations:
Creative Strategies for
Extraordinary Results
(Jossey Bass Nonprofit &
Public Management Series)
by Bernard Ross and Clare Segal
(2002)
High Performance Nonprofit
Organizations: Managing
Upstream for Greater Impact
by Christine W. Letts, William P.
Ryan and Allen Grossman (1998)

63
 top tips
You cant effectively measure where you
end without first establishing where
you started.

Segment and test along the way.

Benchmark your organization in comparison with

peer institutions.

If youre doing something that doesnt work, change

it. If it works well, do more of it.

64
looking ahead
WE BELIEVE strongly in the transformative power of nonprofits in our society. In no
other sector is the power to do good greater. And we know that by improving your
communications efforts, nonprofits will thrive, change will be made and the world will
be a better place.

We have devoted our lives to the field of communications. Over the years, weve
provided all of the types of services outlined in this book and then some. And weve
frequently been asked to compile our experiences and insights into a resource for
others who are dedicated to improving nonprofit communications.

You have many choices in the way you approach your work. We hope you find this
book both informative and useful as you find your own best path. n

65
 index
audience Breakthrough Thinking for Nonprofit
A perceptions, vi-vii, 4, 5, 6, 7, 12, 13, 24, 60
Organizations: Creative Strategies for
Aaker, David A., 13 Extraordinary Results, 63
researching, 4, 5, 16, 21
abacon.com/pubspeak, 45 Brice, Fanny, 4
segmenting/targeting, 10, 11, E, 50
aboutpr.com, 51 Brown, John Seeley, 17
audit, see communications audit
aboutpublicrelations.net, 51 buckle up campaign, 17
Austin, James E., 29
Ad Age, 33 budget
aworldconnected.com, 55
Adler, Stephen, 33 allocation of resources, 10, 13, 20-27, 49

advertising buy-in, 13, 20, 24-25, 26-27

general, 32-33, 50
B percentage of operational budget, 23, 24
Baccarat, 23
online advertising, 33 pro-bono assistance, 22
bacons.com, 51, 53
print, F stretching limited dollars, 3, 20-25, 49
Bacons Media Directories, 53
public service announcements, 33 The Budget-Building Book for Nonprofits, 21
Backyard Wildlife Sanctuary initiative, 29
television, 11, 32-33 Budgeting for Not-For-Profit Organizations, 21
Bancel, Marilyn, 37
Advertising Council, 17, 33 Buffett, Warren, 62
Bang! Getting Your Message Heard in a
advertopedia.com, 33 buildingbrands.com, D
Noisy World, 13
advocacy, 34-35, 43 Building Your Direct Mail Program, 39
Barbato, Joseph and Danielle S., 41
allaboutbranding.com, 13 Built to Last: Successful Habits of Visionary
Baron, Lois M., 45
Companies, 7
Allen, Judy, 45 Beach, Mark, 49
burrellesluce.com, 51
Alleviating Prepress Anxiety: How to Manage Beckwith, Harry, 4, 5
Your Print Projects for Savings, Schedule and Burrelles Media Directory, 53
Bedbury, Scott, 12
Quality, 49 Bush, George W., 11
Begging for Change: The Dollars and Sense of
Alliance for Justice, G, 35 businesswire.com, 53
Making Nonprofits Responsive, Efficient, and
The Alliance of Nonprofit Mailers, 39 Rewarding for All, 63
Alka Seltzer, 14 Bender, Dennis, 13 C
American Association of Advertising Agencies, 33 The Big Red Fez: How To Make Any Campbell, Bruce, 5
American Cancer Society, 35 Web Site Better, 57
cancerfacts.com, 55
American Heart Association, 33 Block, Stephen R., 63
capital campaigns, 24, 36-37
American Heritage Dictionary, v blogforamerica.com, 55
The Capital Source, 53
America SCORES, 29 blogger.com, 55
Carlson, Mim, 41
Andringa, Robert C., 25 bloglines.com, 55
case statements, 36, 37
Annenberg Public Policy Center, 35 blogs, 55
Casey, Mary Anne, 5
ap.org, 53 boardcafe.org, 25
Cassar, Kenneth, 55
Applying Writing Guidelines to Web Pages, 57 Board Source, 7
Cause Communications, F
aprahome.org, 40 Bobst Library: Writing for the Web, 57
Cause Marketing Forum, 29
The Artful Journey: Cultivating and Soliciting the Boston Latin School, 52
cause-related marketing, 23, 28-29
Major Gift, 41 Brand Aid, 13
celebrities, 45
The Art of Cause Marketing, 29 brandchannel.com, 13
Center for Media and Public Affairs, 34
Asian American Journalists Association, 51 The Brand Gap, 13
Center on Philanthropy at Indiana University,
Associated Press Stylebook, 15 branding, vi, 12-13, 16, E, 38, 48 37, 40
@issue, M Brand Leadership, 13 Center for Science in the Public Interest, 17
Bray, Robert, 51 Center for What Works, 7
Bread for the World, 14 Chappell, Tom, 6

66
Charity Navigator, 7 challenge response system, 43
Cheever, Jane, 41
D getting your message through, 43
databases, 39
Chicago Manual of Style, 15 listservs, 57
DDB Worldwide, 33
Chronicle of Philanthropy, 7, 37, 57 pitching media, 53
defining communications, v
The Circle of Innovation, 7 spam, 43
defining media relations, 50
Clarke, Cheryl, 17 eModerators, 57
defining public relations, 50
Coca-Cola, vi, 14 Emotional Branding: The New Paradigm for
Denning, Stephen, 17 Connecting Brands to People, 15
Cohn, Robin, 11
Designing Brand Identity: A Complete Guide to e-newsletters, 42, 43
collaborating, 28-29
Creating, Building, and Maintaining Strong
Engstrom, Ted W., 25
The Collaboration Challenge: How Nonprofits Brands, 15
and Businesses Succeed Through Strategic entertainment industry, vi, E
Devine, Virginia, 47
Alliances, 29
Entrepreneur.com, 4,
Differentiate or Die: Survival in Our Era of Killer
Collins, James C., 7
Competition, 7 Environmental Protection Agency, 46
communications audit, 4-5, 26
differentiation, 6-7, 12, 14 ePhilanthropy Foundation, 57
The Communications Network, 7
direct mail, 21, 33, 38-39, 60 ephilanthropy.org, 7
communications plan, 5, 10-11, 22-25, 62
Direct Marketing Association, 39 event planning, 44-45, pocket
competitive analysis, 5, 6-7, 60
distribution plan, 10 experts directory, 53
Competitive Strategy, 7
DM News, 39 exploratorium.edu, 55
Conducting a Successful Capital Campaign, 37
Doctors Without Borders, 14
Conducting Successful Focus Groups, 5
donors F
congress.org, 35
attracting, 22, E, 28, 36, 38, 39, 40 Fact Check, 35
Conlon, Peggy, 33
cultivating, 40-41 Factiva, 51
consistency, 13, 14, 15, 16, 38, 48
stewarding, 22, 28, 41, 48 The Fall of Advertising and the Rise of PR, 51
consultants, 5, 6, 21, 26-27, 44, 48, 49
timing solicitations, 39 feasibility study, 36, 37
content management system, 54
Dont Make Me Think!: A Common Sense feedreader.com, 55
Coombs, Timothy W., 11 Approach to Web Usability, 55 Fink, Steven, 11
Coons, Patti, 45 Dont Mess With Texas, 16-17 FirstGov for Nonprofits, 7
Cops, 11 Dove, Kent, 37 Fitch, Brad, 51
corporate spending on communications, Dropkin, Murray, 21 focus groups, 2, 3, 4-5, 14, 37
v, vi, E
Focus Groups: A Practical Guide for Applied
corporate sponsors, 22, 23,
Cosby, Bill, 11
E Research, 5
Earle, Richard, 29 Fogel, Jared, 17
cost/benefit of various vehicles, pocket
earthisland.org, 55 Fortune 500, iv
Cox, Candy, 33
The Economist, v, 33 The Foundation Center, 7
Creswell, John W., 3
The Edna McConnell Clark Foundation, 17 The Foundation Centers Guide to Proposal
crisis communications, B, 61 Writing, 41
Egger, Robert, 63
Crisis Management, Planning for the Inevitable, 11 foundations, 22, 23, 40, 41
Eisner, Michael, 12
Foye, Patrick, 28
electronic communications, 21, 42-43
Frameworks Institute, 17, 25, 35
The Ellen DeGeneres Show, 11
framing, 16-17
e-mail
fundraising, 22, E, 28, 36-41, 43
building a mailing list, 43, 44, 45
The Fund Raising School, 37
campaigns, 42-43

67
 Harvard Business School Working Paper Using An Introduction to Statistical Methods and Data
G Online Communication to Study Word of Analysis, 3
GALA: The Special Events Planner for Mouth Communication, 47
investing in communications, v-vii, 20, E,
Professionals and Volunteers, 45 Hearses on the Highway, 46 36, 37
Gebbie Press, 53 heart attack on a plate, 17
General Electric, vi Heath, Chip, 17
J
General Motors, vi Hessekiel, David, 29 JAG, 11
Getting It Printed: How to Work With Printers and High Performance Nonprofit Organizations: JAMI Charity Brands, 33
Graphic Imaging Services to Assure Quality, Managing Upstream for Greater Impact, 63
jargon, 17, 25, 41
Stay on Schedule and Control Costs, 49
hiring communications staff, 26-27
The Jargon Files, 17
Girls Inc., 29
hivstopswithme.org, 55
Joachimsthaler, Erich, 13
Giving USA, 40
Home Depot, 29
jobstar.com, 27
Gladwell, Malcolm, 43
Home Page Usability: 50 Homepages
Judge Judy, 11
Glander, Alison, 29 Deconstructed, 55
Jupiter Research, 33
Gobe, Marc, 15 Hotmail, 43
Godes, David, 47 Hot Text: Web Writing That Works, 57
Godin, Seth, v, 7, 43, 57 Humane Methods of Slaughter Act, 47
K
Kenly, Eric, 49
Goodheart, Ann, 49 Humane Society of America, 47
Kerry, John, 11
Goodman, Andy, vii, 17, F, 45, 46 Howe, Fisher, 25
keywords, 56
Goodwill, vi How to Measure Your Communications
Program, 61 KFC Corporation, 46
Google, v, 3, 33, 51, 54
How Users Read on the Web, 57 kidshealth.org, 55
government agencies, 3, 28, 34, 35
hrc.org, 55 Koval, Robin, 13
government data, 3
Krause, Jim, 15
government officials, 34-35
gracecathedral.org, 55 I Krueger, Richard, 5
Idea Index: Graphic Effects and Typographic Krug, Steve, 55
Graphic Designers Digital Printing and Prepress
Handbook, 49 Treatments, 15

graphic identity, see identity Idealist, 7 L

grant writing, 36, 40, 41 identity Lance Armstrong Foundation, D
Greenpeace, E institutional, vi, 6 Lancome, 29
Groh, Katalina, 17 graphic, 13, 14-15 Late Show With David Letterman, 11
Grizzard Communications, 38 implementation, 10 LaTouce, Bill, 21
Grossman, Allen, 63 Independent Sector, 29 Law and Order, 11
guerilla marketing, 46-47 indybay.org, 55 Lend Me Your Ears, 45
Guerilla Marketing, 47 Information Architecture: Blueprints for the letter campaign, 35
Web, 55
GuideStar, 7, 27 Letts, Christine, 63
Information Architecture for the World Wide
Web, 55 Lexis-Nexis, 51
H information clutter, v Levinson, Jay Conrad, 47
Habitat for Humanity International, 13 Inkindex, 7 Listening to Your Donors: The Nonprofits
Practical Guide to Designing and Conducting
Handbook of Budgeting for Nonprofit In Search of Excellence, 7 Surveys, 5
Organizations, 21
Institute for Public Relations, 61 Lister, Gwyneth J., 39
Hancock, David L., 47
Internal Revenue Service, 7 listservs, 57
Hart, Ted, 57
International Academy of Digital Arts & lobbying, see advocacy
Harvard Business Review: Crisis Management, 11 Sciences, 55
logos, see identity, graphic
Lois, George, 49

68
Los Angeles Times, vi Microsoft, vi
Loud and Clear in an Election Year: Amplifying Minch, Holly, 35
O
the Voices of Community Advocates, 35 Ogilvy, David, 24
Misner, Ivan R., 47
lovemarks: The Future Beyond Brands, 15 101 Ways to Boost Your Web Traffic: Internet
mission, 10, 11, 16, 17, 29
Marketing Made Easier, 43
Morville, Peter, 55
Ongoing Crisis Communication: Planning,
M myjewishlearning.com, 55 Managing & Responding, 11
Maddox, David, 21
online advertising, see advertising
Making and Breaking the Grid: A Graphic Design
Layout Workshop, 15
N online giving, 21, 57
National Association of Black Journalists, 51 online-publishers.org, 43
Making Money While Making a Difference: How
to Profit With a Nonprofit Partner, 29 National Association of Hispanic Journalists, 51 On Philanthropy, 29, 37, 43
Making the News: A Guide for Nonprofits and National Association of Minority Media Oscars of the Internet, 55
Activists, 35 Executives, 51
Ott, R. Lyman, 3
marketing materials, 20, 21, 48-49, 61 The National Crime Prevention Council, D
marketingprofs.com, 43 National Gay and Lesbian Task Force, 51
National Results Council, 63
P
market research, 3 partnerships, 13, 22, 23, 28-29
marketresearch.com, 3 National Wildlife Federation, 29
Paypal, 57
The Market Research Toolbox, 3 Native American Journalists Association, 51
peer institutions, 5, 6-7, 60
Mayzlin, Dina, 47 NCM Directory, 51
People for the Ethical Treatment of Animals, 46
McKinsey & Co., 21 Network for Good, 7
Peters, Tom, 6, 7
McQuarrie, Edward F., 3 Neumeier, Marty, 13
pharmaceutical industry, vi
measurement, 2, 10, 13, 60-61 A New Brand World, 12
philanthropy.com, 7, 37
Measuring Brand Communication ROI, 61 New California Media, 32, 51
Pilgrims Pride, 46
media newsgator.com, 55
pitching a story, see media
coverage, 44, 45, 60, 61 news media, see media
planned giving, 38, 39
daybooks, 53 News Media Yellow Book, Leadership
Planned Parenthood of New England, 47
Directories, 53
deadlines, L popular culture, 35, 61
news release, see media
distribution lists/services, 53 Porras, Jerry I., 7
newstips.org, 43
earned, 50 Porter, Michael, 7
The New York Times, 11, 23, 28, 32, 33, 46
ethnic, 32, PR Crisis Bible: Take Charge of the Media When
Nielsen, Jakob, 55, 57
framing news, 16-17, 34-35 All Hell Breaks Loose, 11
Nielsen Monitor-Plus, 11
gay/lesbian, 51 PR Newswire, 29
Nielsen/Net Ratings, 55
media advisories, 53 Preparing Your Capital Campaign, 37
Nike, vii, 12, 14
media-friendly Web site, 53 presidential campaign, 11
Nonprofit Board Answer Book, 25
media relations, B, 50-53 Price, Jonathan and Lisa, 57
The Nonprofit Handbook, 7
New California Media, 32, 51 primary research, 2, 3
The Nonprofit Leadership Team, 25
news releases, pocket prnewswire.com, 53
The NonProfit Times, 10, 27
pitching, 52-53 Procter & Gamble, vi
number of advertising messages a day, v
spokespeople, B, K profusion.com, 3
number of people online, 54
sponsorships, 29 project brief, 20
nyu.edu/library/resources/webwriting, 57
video news releases, 53 proposal writing, 36, 40, 41
week-ahead columns, 53 Proscio, Tony, 17
Media Relations Handbook for Agencies, prospect research, 36, 37, 40
Associations, Nonprofits and Congress, 51 prsa.org, 51
message development, 16-17, 24, 36, 38, 45 Prusak, Larry, 17

69
prweb.com, 51 Ross, Bernard, 63 statistical accuracy, vii, 3
PSA Research Center at Goodwill Rusch, Robin, 13 Steckel, Richard, 29
Communications, 33
Rutenberg, Jim, 11 Stein, Ben, 10
PowerPact, LLC, 29
Ryan, William P., 63 Sturtevant, William, 41
publications, 20, 21, 48-49, 61
stewardship, see donors
publicity, 50-53
S storytelling, 17
public relations, 50
Safire, William, 45 Storytelling as Best Practice, 17
public-speaking.org, 45
salaries, 27 Storytelling for Grantseekers: Telling Your
Publishing the Nonprofit Annual Report: Organizations Story, 17
salary.com, 27
Tips, Traps, and Tricks of the Trade, 49
Storytelling in Organizations: How Narrative and
salarysource.com, 27
Purple Cow: Transform Your Business by Being Storytelling Are Transforming 21st Century
Remarkable, v, 7 Salzman, Jason, 35 Management, 17
push vs. pull, 49 Samara, Timothy, 15 style guide, 15, pocket
Schmittlein, David, 43 Subway, 17
Q Schultz, Don E., 61 surveys
qualitative research, see research The Secrets of Master Marketing: Discover accuracy, vii, 3
How to Produce an Endless Stream of New,
quantitative research, see research e-mail, 3, 4
Repeat and Referral Business by Using These
questionnaires, see surveys Powerful Marketing and Customer Service general, 3, 4, 6, 26, 60, 61
Secrets, 47
in person, 3, 4
R search engine optimization, 54, 56-57
low-cost, 3
searchenginestrategies.biz/index.htm, 57
ranchero.com/netnewswire, 55 mail, 3, 4
searchenginewatch.com, 57
Red Cross, E process, 3, 4
Segal, Clare, 63
refining, 62-63 questions, 5
Selling the Invisible: A Field Guide to Modern
release forms, pocket sample, pocket
Marketing, 5
research telephone, 3, 4, 6
SEMPO, 57
baseline, 2, 60 Web, 3, 4
Shim, Jae K., 21
free, 3 SWOT analysis, pocket
Sidles, Constance, 49
general, 2-8, 21
Simon, Judith Sharken, 5
government, 3
Sinickas, Angela, 61
T
primary, 2, 3, 4 Tahir, Marie, 55
slogans, 14, D
prospect research, 36, 37, 40 targeting your audience, see audience
The Society of Publication Designers 39th
qualitative, vii, viii, 3 Publication Design Annual, 49 Taylor, Caroline, 49
quantitative, vii, viii, 3, A, 6 Solomon, Jeff, 57 Techsoup, 7
sample size, 3 spam, 43, 56 testing
secondary, 2 Special Events: Proven Strategies for Nonprofit awareness testing, 24
Research Design: Qualitative, Quantitative and Fundraising, 45 before-and-after testing, 60
Mixed Methods Approaches, 3 speechwriting, 45 campaign goal, 36, 37
Resource Center for Effective Corporate- Spider-Man, E identity, 4-5, 14
Nonprofit Partnerships, 29
SPIN Works, 51 materials, 4-5, 14, 38, 60
return on investment, v-vii, 20, 21, 24, 26
spinproject.org, 51 messages, 4-5, 14, 16, 38, 60
reuters.com, 53
spokespeople, B, K Web sites, 55
Ries, Al and Laura Ries, 13, 51
Springboard: How Storytelling Ignites Action in Thaler, Linda Kaplan, 13
Rivkin, Steve, 7 Knowledge-Era Organizations, 17
thank yous, 41, 45
Roberts, Kevin, 15 Stanford Social Innovation Review, 17
ThinkLogic LLC, 57
Rosenfeld, Louis, 55 Starbucks, 12, 29
tolerance.org, 55

70
Toms of Maine, 6 The West Wing, 52
tracking Wharton School of Business, 43
media coverage, 51, 60, 61 whatworks.org, 7
Web usage, 61 Wheele, Alina, 15
Transforming Qualitative Data: Description, Why Bad Ads Happen to Good Causes, F
Analysis and Interpretation, 3
wilder.org, 5
Trout, Jack, 7
Winfrey, Oprah, 48
TheTruth.com, 17
Winning Grants Step-by-Step: The Complete
The 22 Immutable Laws of Branding, 13 Workbook for Planning, Developing and
Writing Successful Proposals, 41

U Wisconsin Advertising Project, 11

Wodtke, Christina, 55
United Negro College Fund, D
Wolcott, Harry F., 3
The United States Fund for Unicef, 23
Wong, Thomas, 43
United States Postal Service, 39
word of mouth advertising, 46, 47, 62
United Way of Long Island, 28
The Worlds Best Known Marketing Secret:
university libraries, 2, 3
Building Your Business With Word-Of-Mouth
University of Pennsylvania, 35 Marketing, 47
Unleashing the Idea Virus, 43 Writing for a Good Cause: The Complete Guide
usability testing, 55, 56 to Crafting Proposals and Other Persuasive
Pieces for Nonprofits, 41
useit.com, 57
U.S. Census Bureau, 51
U.S. Congress, 35
Y
Yale School of Management, 47
U.S. News and World Report, 50, 60
Yahoo!, 33
Yum Brands, 46
V
Van Auken, Brad, 13
viral marketing, I
volunteers, 22, 23, 52

W
The Wall Street Journal, 21
Walters, Jeffrey S., 61
Wanamaker, John, 32
Webby Awards, 55
webclipping.com, 51
Web Marketing Today, I
Web sites
as strategic tool, 10
blogs, 55
content management system, 54
general, 54-57
search engine optimization, 54, 56-57
usability testing, 55, 56
Wendroff, Alan L., 45

71
written, designed & published by cause communications

www.causecommunications.org Santa Monica 310.458.2823

 COST-AND-BENEFIT CHART OF SELECT MEDIA
Matching the right tools to the right job takes some planning. The following cost/benefit analysis chart will
give you some ideas about the cost, reach and best use of various media. Its all about finding the most
effective ways of reaching your target audiences with the appropriate media for your message and within
your budget.
Some organizations will be heavy on high-end fundraising communications, especially if theyre launching
a major capital campaign. Others will emphasize mass media, including advertising and/or publicity. If
youre going to make the kind of significant investment an advertising campaign entails, youve got to be
sure you have enough money in your budget to support the kind of repetition and longevity necessary to
be effective.
For more details about individual communications tools, please refer to Chapter Four.

VEHICLE REACH COST BEST USE

Annual report targeted high stewarding and attracting donors,
foundations, partners, etc.
Donor or membership targeted low to mid stewarding and attracting
newsletter donors/constituents
Magazine targeted mid to high building awareness/stewarding and
attracting partners, etc.
Event/major targeted high stewarding and attracting donors,
(black-tie fundraiser, partners, media
major conference)
Event/minor targeted/ low attract new constituents, donors
(open house, lecture, etc.) general population
Case for support targeted high attract donors and prospects
Direct-mail appeal targeted low to high attract donors
Web site general population low to high promotional/informational
E-newsletter targeted low reach constituents, donors
Viral marketing general population low reach new supporters and constituents
National media media/general low to mid building awareness/reaching new audiences
distribution population
Video news release general population mid building awareness/best for small to
mid-sized markets
Public opinion poll general population mid to high benchmarking/testing
Advertising/print general population mid to high building awareness/reaching new audiences
(unless specialty
publication)
Advertising/TV general population high building awareness/reaching new audiences
Advertising/cable more targeted mid to high building awareness/reaching new audiences
than broadcast
Advertising/radio general population mid building awareness/reaching new audiences

Window displays, general population low reaching new supporters and constituents
bumper stickers, etc.

COMMUNICATIONS TOOLKIT A guide to navigating communications for the nonprofit world causecommunications.org
 CREATIVE BRIEF

Client Name
Name

Project Name
Project 123

Purpose/Marketing Objective
Objective (what we want the communications piece to do):
To build awareness, to increase donations by X%, reach new donors (whats your goal?)
Example:
This ad should introduce the reader to key ABC Nonprofit services, history of success

Targets
Primary Audience: Age, Gender, Income
Secondary Audience: Age, Gender, Income

Call to Action
What do you want the target audience to do (donate, call congressperson, etc.)?

Key Benefits
What are the key benefits to be included in the piece. What copy facts would you like to include?

Tone/Look and Feel

Input on what youd like the creative team to be mindful of as it develops a look and feel.

Mandatories
What elements must be included in every ad, logo, 800 number and graphic standards that must be
observed at all times?

Additional Research/Background
Other information about your organization that would help the creative team more fully understand
the challenges.

Formats Required
For example, if the project is an ad, note the number of formats this ad will need to be adapted to
full page, half page, etc. Also note if youd need to have this in e-format, etc.

Deadlines
Significant deadlines these range from internal presentations to material deadlines for publications.

COMMUNICATIONS TOOLKIT A guide to navigating communications for the nonprofit world causecommunications.org
 EVENT-PLANNING CHECKLIST

Use the following as a starting point to develop a checklist that is appropriate for the
type and scale of event you are hosting:

Fundraising goal
Budget
Audience (invitation-only, general public, etc.)
Venue
Number of attendees
Type of invitation (elegant, simple, flyer, ad)
Admission (ticket, free)
Sponsorships
Photographer/videographer
Save-the-date card
Printed program
Publicity
Staffing
Schedule of activities
Seating plans/table schematics
Rentals (tables, chairs, linens, stage,
equipment, umbrellas, generator, tents)
AV and other technical equipment
(lighting, sound, two-way radios, webcast)
Stage/podium
Parking/valet
Security/fire marshal
Limos for VIP guests/speakers
Signs/banners
Dcor
Florist
Caterer/bar
Check-in tables/coat check
Handouts/gifts
Cleanup crew

COMMUNICATIONS TOOLKIT A guide to navigating communications for the nonprofit world causecommunications.org
 NEWS RELEASE GUIDELINES

Your release should look like a news release, with a bold headline, proper formatting, complete information,
no grammatical or spelling errors and, most importantly, newsworthy content. Most news media use the
Associated Press Stylebook; your release will be viewed more favorably if you follow its copy-editing rules.
You also may want to release your news in more than one language, depending on your audience.

Keep in mind the following guidelines:

FORMATTING

Use 8-1/2x11-inch paper with at least one-inch margins.

Use only one side of each sheet of paper.
Start the page with FOR IMMEDIATE RELEASE and the date.
If you are releasing news in advance of the official announcement, indicate that the release is
embargoed until a certain date and time.
Include complete contact information.
List the city, state and date at the beginning of the first line, followed by two dashes.
Include all critical information, especially who, what, when, where, why and how.
Dont break a paragraph at the end of a page.
Center the word more surrounded by two
dashes at the bottom of the page to indicate
the release continues.
Contact:
At the top of the next page, include a FOR IMMEDIATE RELEASE
Date Jane Publicist
Nonprofit ABC
shortened version of the headline and the (123) 456-7890

page number. NONPROFIT ABC RELEASES SURVEY FINDINGS FOR ARTS FUNDING
IN ABC COUNTY
At the end of the release, include a short Results Underscore Vulnerability of ABC County's Arts Community

paragraph about the organization (or specific

ABC, CA, Date Arts in the Balance, which summarizes the findings of the third biennial
program) and its history. survey of corporate, foundation and government arts funding in ABC County, was released
today by Nonprofit ABC. The most in-depth review of its kind to date, the ABC survey tracked
arts giving from 65 grantmaking agencies to 600 nonprofit recipients in ABC County for YEAR,
Indicate the end of the release by centering the funders most recently completed fiscal year. The results, which were compared with
previous surveys conducted, dramatically underscored the vulnerability of ABC Countys
either -- # # # -- or -- 30 -- at the bottom of arts community.

Arts organizations contribute richly to the economic health and well being of the diverse
the last page. neighborhoods that comprise the ABC County, said the president of Nonprofit ABC. Of
particular concern are the smaller, community-based enterprises including neighborhood
theaters, galleries and arts education programs which stand to suffer the most if the funding
trends and habits reflected in the survey continue.
CONTENT
Citing key survey findings, the president of Nonprofit ABC noted that funding for the arts, in
general, has declined significantly, and that four public agencies and six private foundations
accounted for 75 percent of arts funding in YEAR.
A release should be written like a news story,
Overall, the survey results reflect an unbalanced distribution of dollars, added the president
following an inverted pyramid structure, with the of ABC. However, to foster a vital creative environment in ABC County funding must embrace
a broad range of organizations and artistic disciplines.

most important information at the top. Most The survey summary, Arts in the Balance, may be viewed at www.nonprofitabc.org or
obtained by calling Nonprofit ABC at (123) 456-7890.
editors scan the headline and lead paragraph; if Founded in YEAR, Nonprofit ABC is a nonprofit 501(c)(3) committed to a strong and vibrant
philanthropic community that improves the quality of life for all residents in ABC County.
the release doesnt grab them, they toss it. Some Nonprofit ABCs mission is to support and advance effective and responsible philanthropy
through partnerships with private-sector grantmakers.
publications and Web sites may run your release ###

verbatim but may have to shorten it to fit the

available space. They usually cut from the bottom.

COMMUNICATIONS TOOLKIT A guide to navigating communications for the nonprofit world causecommunications.org
 PHOTO/VIDEO RELEASE FORM

I, _______________________________________, consent to the unrestricted use, by ABC Nonprofit Organization (and

those acting with its permission and authority), of any and all photographs taken, in whole or in part, unlimited use,
for all purposes in any form or medium, including, without limitation, its use through or on any electronic media,
including the Internet.

I waive any right to inspect or approve the finished product or products or the advertising copy or printed matter that
may be used with the finished photograph(s).

Further, I relinquish all rights, titles and interests I may have in the finished photograph(s), negative(s) and reproduction
to any responsible business firm or publication. It is understood that ABC Nonprofit Organization retains copyright of
images at all times under the express understanding and agreement that ABC Nonprofit Organization shall have
exclusive reproduction rights to the images.

I hereby release ABC Nonprofit Organization from any and all claims in connection with the photograph(s), including
any and all claims of libel.

_______ I am over the age of 18. I have read the above and fully understand its contents.

_______ I am the parent or guardian of a minor. I have read the above and fully understand its contents. I hereby
grant permission for my childs/wards photograph(s) to be used in the manner specified above.

Name (please print) Age

Minors Name(s) if applicable

Address/City/State/Zip

Telephone E-mail

Signature Date

Relation to subject (if subject is a minor)

COMMUNICATIONS TOOLKIT A guide to navigating communications for the nonprofit world causecommunications.org
 1234 Any Street | Any Town, USA 98765 | T 310.458.2823 | F 310.656.0613 | www.abcnonprofit.org

SAMPLE CAMPAIGN STYLE GUIDE

This example of a style guide shows how you can create a unified
communications campaign using various marketing tools.

working for your future... ABC

Nonprofit Organization

A
working for your future... working for your future... working for your future...

Favi plus habent joci; vir eos praefert. In insula caprum,

Favi plus habent joci; vir eos praefert. In insula caprum, Favi plus habent joci; vir eos praefert. In insula caprum,
isthmoflorum, scoto paene, terra firma, aqua minus.Flos
isthmoflorum, scoto paene, terra firma, aqua minus.Flos isthmoflorum, scoto paene, terra firma, aqua minus.Flos
campi paver r biubit flumina nubum. Decem duogue pulchri
campi paver r biubit flumina nubum. Decem duogue pulchri campi paver r biubit flumina nubum. Decem duogue pulchri
angeli natant.Venusti in auris pneumi erastai pavvulum.
angeli natant.Venusti in auris pneumi erastai pavvulum. angeli natant.Venusti in auris pneumi erastai pavvulum.
Fascum cineres dico omnia labunutr. Pons londini cadens
Fascum cineres dico omnia labunutr. Pons londini cadens Fascum cineres dico omnia labunutr. Pons londini cadens
toto,bella femina mea. Unquam vidisti cadens in ilia plaga
toto,bella femina mea. Unquam vidisti cadens in ilia plaga toto,bella femina mea. Unquam vidisti cadens in ilia plaga
regis fontes voltum litterum.
regis fontes voltum litterum. regis fontes voltum litterum.
Troiae plenum digno scloppis cum spiritu utque nAma noth,
Troiae plenum digno scloppis cum spiritu utque nAma noth, Troiae plenum digno scloppis cum spiritu utque nAma noth,
i sauton, ignora te, sume et bibe gaudegue. In vino vermes
i sauton, ignora te, sume et bibe gaudegue. In vino vermes i sauton, ignora te, sume et bibe gaudegue. In vino vermes
sunt. Cars mortui sumus. Signum stellum maternast cancris.
sunt. Cars mortui sumus. Signum stellum maternast cancris. sunt. Cars mortui sumus. Signum stellum maternast cancris.
Cocast id, septem sursum istud, piperum hoc est doctus.
Cocast id, septem sursum istud, piperum hoc est doctus. Cocast id, septem sursum istud, piperum hoc est doctus.

Call for more information ABC Call for more information ABC Call for more information
800.555.1234
ABC
Nonprofit Organization
800.555.1234 Nonprofit Organization 800.555.1234 Nonprofit Organization

A A A

working for your future... ABC

Nonprofit Organization

working for your future... working for your future... working for your future...

Favi plus habent joci; vir eos praefert. In insula caprum, Favi plus habent joci; vir eos praefert. In insula caprum, Favi plus habent joci; vir eos praefert. In insula caprum,
isthmoflorum, scoto paene, terra firma, aqua minus.Flos isthmoflorum, scoto paene, terra firma, aqua minus.Flos isthmoflorum, scoto paene, terra firma, aqua minus.Flos
campi paver r biubit flumina nubum. Decem duogue pulchri campi paver r biubit flumina nubum. Decem duogue pulchri campi paver r biubit flumina nubum. Decem duogue pulchri
angeli natant.Venusti in auris pneumi erastai pavvulum. angeli natant.Venusti in auris pneumi erastai pavvulum. angeli natant.Venusti in auris pneumi erastai pavvulum.

Fascum cineres dico omnia labunutr. Pons londini cadens Fascum cineres dico omnia labunutr. Pons londini cadens Fascum cineres dico omnia labunutr. Pons londini cadens
toto,bella femina mea. Unquam vidisti cadens in ilia plaga toto,bella femina mea. Unquam vidisti cadens in ilia plaga toto,bella femina mea. Unquam vidisti cadens in ilia plaga
regis fontes voltum litterum. regis fontes voltum litterum. regis fontes voltum litterum.

Troiae plenum digno scloppis cum spiritu utque nAma noth, Troiae plenum digno scloppis cum spiritu utque nAma noth, Troiae plenum digno scloppis cum spiritu utque nAma noth,
i sauton, ignora te, sume et bibe gaudegue. In vino vermes i sauton, ignora te, sume et bibe gaudegue. In vino vermes i sauton, ignora te, sume et bibe gaudegue. In vino vermes
sunt. Cars mortui sumus. Signum stellum maternast cancris. sunt. Cars mortui sumus. Signum stellum maternast cancris. sunt. Cars mortui sumus. Signum stellum maternast cancris.
Cocast id, septem sursum istud, piperum hoc est doctus. Cocast id, septem sursum istud, piperum hoc est doctus. Cocast id, septem sursum istud, piperum hoc est doctus.

Call for more information

800.555.1234
ABC
Nonprofit Organization
Call for more information
800.555.1234
ABC
Nonprofit Organization
Call for more information
800.555.1234
ABC
Nonprofit Organization working for your future... ABC
Nonprofit Organization

A A A A
Print Ads Direct Mail

Posters

COMMUNICATIONS TOOLKIT A guide to navigating communications for the nonprofit world causecommunications.org
 1234 Any Street | Any Town, USA 98765 | T 310.458.2823 | F 310.656.0613 | www.abcnonprofit.org

SAMPLE COMMUNICATIONS SURVEY

1. How often do you hear information/news about ABC? 7. What is your preferred way of learning about ABC events
Circle one: and news? Circle one:
1/week 2/month 1/quarter 1/year Other Never Radio Advertising Annual Report
Print Advertising Web site
2. How often do you want to hear news/information about
Direct Mail E-Communications
ABC? Circle one:
Media Stories Sponsorships/Events
1/week 2/month 1/quarter 1/year Other Never
Newsletters N/A
3. Are you satisfied with the way ABC communicates with you 8. What communications tools does ABC use that could
about work in progress, activities and achievements? be more effective? Circle one:
Circle one:
Radio Advertising Annual Report
Yes No
Print Advertising Web site

4. What are your main sources of news about ABC? Direct Mail E-Communications
(rated on a sliding scale of 1 = Infrequent and Media Stories Sponsorships/Events
5 = Frequent) Newsletters N/A
Advertising
9. What other nonprofits do you feel communicate well about
Radio 5 4 3 2 1 N/A their activities and achievements?
Print 5 4 3 2 1 N/A
Direct Mail 5 4 3 2 1 N/A
Media Stories 5 4 3 2 1 N/A
Newsletters 5 4 3 2 1 N/A
Annual Report 5 4 3 2 1 N/A
Website 5 4 3 2 1 N/A 10. What do you expect from ABCs communications efforts?
E-Communications 5 4 3 2 1 N/A
Sponsorships 5 4 3 2 1 N/A

5. What was the most memorable/most effective

communications effort that ABC has undertaken?
Circle one:
Radio Advertising Annual Report 11. What is ABC not doing (from a communications standpoint)
that you would like to see it do?
Print Advertising Web site
Direct Mail E-Communications
Media Stories Sponsorships/Events
Newsletters N/A

6. How does news about ABC reach you? Circle one:

Radio Advertising Annual Report
Print Advertising Web site
Direct Mail E-Communications
Media Stories Sponsorships/Events
Newsletters N/A

COMMUNICATIONS TOOLKIT A guide to navigating communications for the nonprofit world causecommunications.org
 SAMPLE IDENTITY GUIDELINES
The ABC logo/logotype is a key element of our organizational identity. The symbol signifies the importance of a collaborative effort in our
organization. As such, the ABC logo is designed to clearly identify ABC. The logo is an important aspect of how ABC is perceived. Consistent
use of the logo will ensure its strength and long-term recognition. If we work together to control use of our identity, we will begin to be
perceived as one entity. These guidelines are intended to introduce the new logo/logotype and to suggest guidelines for its proper use.

2-COLOR LOGO REVERSING OUR LOGO

The preferred usage of the logo is with our two corporate colors. Simply reverse to solid white out of solid color backgrounds only.
The logomark appears in Teal PMS 3282. The logotype appears Do not screen or alter in any way.
in black. The ABC logo consists of the logomark and logotype.
These elements must never be separated.
100% Teal
PMS 3282

100% Black

OUR COLORS
Color is also a vital component of the ABC identity program.
1-COLOR LOGO When consistently applied, it will serve to strengthen the
The logomark and logotype should be Teal PMS 3282 with the communicative impact. Only these colors are approved for use
logomark screened at 60 percent and the logotype at 100 percent on the logo. The CMYK breakdown shown below should only
OR the logomark and logotype should be black with the logomark be used when printing process color.
screened at 60 percent and the logotype at 100 percent.
PMS 3282 BLACK
60% Teal C:100 M:0 Y:46 K:15 C:0 M:0 Y:0 K:100
PMS 3282

100% Teal UNACCEPTABLE LOGO USAGE

PMS 3282
Never break apart the logomark from the logotype, unless using
the mark as a design element screened in the background.
60% Black

100% Black

Never break the components of the logomark away from each

other or the logotype.
LOGO SIZE
Please limit use of the ABC logo to these three sizes: 3/4", 1", 1-3/8".

3/4", 1", 1-3/8"

Never change the position of the logomark and logotype.

CLEAR SPACE
The logo must always be clear of any competing visuals. There
must be at least half the height (1/2 y) of an entire logo (y) as Never change the typeface or type size used in the logotype.
clear space around the logo. This gives the logo room to be set
apart, enhancing readability.

1/2 y

Never change the size of the logomark or logotype.

y

1/2 y

1/2 y 1/2 y

COMMUNICATIONS TOOLKIT A guide to navigating communications for the nonprofit world causecommunications.org
 SWOT ANALYSIS FORM
Photocopy several copies of this SWOT, strengths, weaknesses, opportunities and threats, chart and fill in the blanks for your
organization and your peer institutions. Be candid in your assessment and periodically re-evaluate your standing, especially when
your nonprofit has gone through a major organizational change.

YOU COMPETITOR

STRENGTHS

WEAKNESSES

OPPORTUNITIES

THREATS
(AKA CHALLENGES)

COMMUNICATIONS TOOLKIT A guide to navigating communications for the nonprofit world causecommunications.org