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Complete Control: The Clash on corporate social media and email.

December 19, 2022 by Ted Fickes Leave a Comment

The Clash were known as a band who loved their audience. They also demanded control over their music. They learned that corporations control communication between band and audience. This was the 1970s, long before social media. But their experience offers insights into how organizations control (or don’t) their communications.

What do you control, really?

The story goes that the Clash wrote their 1977 punk anthem Complete Control in response to their label, CBS Records, releasing the earlier song Remote Control as a single without the band’s permission. Complete Control pokes CBS Records, and capitalist culture, in the eye for mucking up the art and content that makes it rich.

We won’t know but I suspect Joe, Mick and the gang wouldn’t have been keen on corporate social media (or Substack for that matter), an enterprise that doesn’t just rely on your content but controls the ways in which it’s formatted, distributed and archived.

Last time out I shared some ways organizations should be thinking about community engagement as Twitter falls apart. Other social networks face challenges that may not be (or could be) existential but should have us questioning their future and our use of them.

This isn’t a cry to get off social media, a suggestion to double down on LinkedIn or a plea to build an audience on Mastodon, Post or other social networks.

But I do want to make the case for knowing the difference between communications and community channels you control versus those that control your organization and its assets.

  • Do you know when, where, and why your content will be seen by your followers?
  • Is your content removed or otherwise censored?
  • Are your photos, videos and even words in your control?
  • Do you have complete access to the data you’re generating?
  • Do you control design and content functionality?

You organization can control its email channel. Sure, companies like Mailchimp or EveryAction or Engaging Networks host your content, manage your data and can be bought, sold or shut down. But you have a contract with them. You own the data. You can see the metrics. The company’s product road map should be transparent.

Using email like the Clash

Here are a few ideas for maximizing and testing email lists. With inspiration a certain late-70s English punk band. I mean, if the Clash had an email list I’d subscribe.

Welcome everyone

Complete Control speaks to welcoming and appreciating your community:

On the last tour my mates they couldn’t get in
I’d open up the back door but they’d get run out again
And at every hotel we was a’met by the law
Come for the party, come to make sure

COmplete COntrol, Joe Strummer and Mick Jones

The Clash were known for giving away tickets, opening venue windows to let people into the show and bringing large groups of friends and fans on tour with them.

The welcome message is the first step to building community and long lasting relationships. It begins to turn content into experience.

Optimize for welcome message engagement. This means:

  • Be ruthless about getting welcome messages into the inbox.
  • Track and optimize welcome message deliverability rates.
  • Test welcome message subject lines. Again and again.
  • You want everyone to click inside the welcome message. Test actions, donations, forms, anything that tells email providers that your welcome message isn’t spam and, better yet, should get into the primary inbox.
  • Encourage people to reply. Ask questions. Solicit feedback and ideas. Email replies increase the odds your email address will be added to contacts and avoid promotions or updates folders.
  • Test simply formatted or even plain text welcome messages. HTML emails with photos, fonts and colors may not cause deliverability problems but poorly formatted HTML emails can almost guarantee a trip to the spam folder.

The goal of the welcome message isn’t branding. It’s not even fundraising. It’s about getting new subscribers to engage so that future emails are more likely to be opened, read and clicked on. Raising your welcome message click rates can improve deliverability, actions, fundraising and more.

Sometimes you have to go the extra mile to bring people into the community.

Simple can be powerful

The Clash proved that you don’t have to be pretty or even a trained musician to be (arguably) the biggest band in the world.

It’s possible that logos, photos and big headings are getting in the way of your story. Test simple layouts and plainer text. A simple structure may help the calls to action stand out.

Big logos, branding and headlines can also push a call to action “below the fold” of an email. You’ll lose a reader if they can’t get into the story or discern what you want.

Deliver

A band can practice but the payoff happens when followers listen. You can’t excited the crowd and build community if you don’t show up.

Deliverability is the email equivalent of a memorable live event. Prioritize deliverability.

  • Hire, train and support a deliverability role on your team. Give that person power to influence segmentation, testing and product decisions. You can outsource deliverability skills, too, but be sure deliverability guidance and rules have a way to seep into your communications culture.
  • Use segmentation to improve deliverability. If your newsletter goes to a million plus folks send it first to the most engaged. Check the deliverability rate. Then send to the next engaged segment and so on. You’ll learn when/where deliverability issues arise and can improve deliverability rates and domain reputation.
  • Clean the list of unengaged subscribers using re-engagement campaigns for people who haven’t responded in 4, 6, or 9 months. Also monitor cadence and frequency. It’s possible to send too often, too little or too inconsistently.

Get personal

People support people, not organizations. Share stories about doing the, people involved and communities affected, and how activism, fundraising and support changes lives.

  • Introduce a staff member, a supporter, a person/family impacted by your work. 
  • People’s presence in a story should help them tell their story, not just the organization’s story.  
  • Send emails from people, not just the organization.

Go long

Mother Jones found success with longer fundraising emails. You may not. But you may want to give it a shot with at least a segment of your audience.

Think about telling full stories with context and connection to theories of change. Look at the email as a landing page with multiple multiple calls to action and hooks. Draw people in, don’t just scare them to action. Connect on values. Share a story. Make a pitch. Deepen the story. Make another pitch. 

Go short

On the other hand, a one paragraph or two line email can sometimes say everything that needs to be said. Especially when the need is obvious. 

Give people something they can use

Almost every group has a newsletter. Every group sends action alerts and fundraising appeals to every subscriber or various segments built on factors like interest, location, and engagement frequency. 

This typical approach can fall short in a few ways: 

  • It doesn’t leave much space to deliver content that’s actually useful (or interesting, to be honest) to your supporters. 
  • You’re mostly asking for things – money, action, time – not offering support to people. 
  • It doesn’t view email and its content as a way to engage and reach new people. 

Think about short-term emails that train people on skills needed to be activists, volunteers, successful donors or something else connected to your mission. Are you protecting wildlands? Do an email series on plant identification. Talk about how tree species and how to recognize healthy trees versus those weakened by climate change.

Alternate forms of email can deepen knowledge, give supporters content to share, and offer ways in for new people.

You’re sitting on mountains of knowledge – share it

Every band needs guest artists and greatest hits albums.

Your website is full of articles, blog posts, case studies and reports that, to be honest, probably aren’t doing much good once they’re more than a couple months old. You can post links to these on social media forever, of course. But consider integrating them into a new limited series email that dives deep on a particular subject.

Your staff and other supporters can also share their experience in an email series. They could host/send the series described above or even offer content for a new series. Consider having a comms person or freelancer interview the staffer and write content for the series.

This kind of content can also help generate podcasts, video series, photo essays and more. Really, you have so much great content to share the limitation is not social platforms, it’s managing a strategy for producing it.

Filed Under: Community, Email, Social Media and Networking

(Well written) email matters

March 6, 2014 by Ted Fickes Leave a Comment

Email is dead montage
Maybe crap email is dead. The rest is doing fine.

In the past week, three organizations I run into a lot online and through work posted writing jobs. More specifically, email writing jobs (a list of them is below).

Writing in less than 140 character snippets, coming up with the pithiest text to put over a share image, and (at the other end of the spectrum) even longer form essays seem to be the skillsets du jour.

Yet email remains a workhorse — building and connecting supporter networks more directly than social media. In combination with social media channels, video, websites, online ads and everything else, email can be more valuable. Email goes directly to the inbox, it can introduce a topic or remind the reader of something posted on Facebook or sent through postal mail.

“But wait,” you might say, “I get way too much email” or, if you’re in the field, you’ll point out the single digit (and falling) open rates in most sectors of the email world. Both are valid points. There IS too much email and most of it is just plain BAD.
[Read more…] about (Well written) email matters

Filed Under: Email, Kicking Ass Tagged With: Fundraising, jobs

Behold the greatest threat yet to nonprofit organizations

August 16, 2013 by Ted Fickes Leave a Comment

Nonprofit organizations face countless obstacles in their quest to protect the environment, improve education, tackle economic injustice, and otherwise help society.

Death Star poised to destroy nonprofit email
The Death Star – aka George Lucas’s early version of the Gmail tabbed inbox.

This is tough work, friends, and these days, as we gaze at computer screens or phones we are probably looking upon the most significant hurdle yet: Gmail’s tabbed inbox.

That’s the story, anyway, from a few recent nonprofit messages and news stories.  Jeff Bezos’s new project, The Washington Post,  has a story titled Advocacy groups want out of Gmail’s ‘promotions’ ghetto. It includes a snippet from a New Organizing Institute (NOI) email containing one of the best (if overwrought) lines in email history:

Now some of you might love this new organization of your inbox, that’s great! But many important advocacy emails (like this one from your friends here at NOI), could get lost in the commotion of all these new tabs – silencing our voices like those of the poor souls on the planet Alderaan.

The email went on to let people know how they could get rid of the tabbed inbox or slide NOI email into the primary tab so that future messages would appear there.

Not to be outdone, the international advocacy campaign group Avaaz sent a message to subscribers titled “Huge threat to Avaaz.” Here’s a bit of that one:

Avaaz email informing subscribers about the threat from Gmail.
Opening of a recent Avaaz email about Gmail’s tabbed inbox.

There is some debate about the impact the tabbed inbox is actually having on email response. MailChimp crunched data from millions of messages sent through its system to Gmail addresses and concluded:

What bothers me in this case is that open rates stayed down for 3 consecutive weeks. From looking at a year and half’s worth of data, I can say that kind of behavior isn’t normal. I’m not willing to declare an emergency just yet. After all, I don’t even know what the adoption rate is on Gmail’s side. However, I would say this is an early indicator, and we’re definitely keeping our eye on it.

Not exactly a call to evacuate Alderaan in the face of massive Imperial threats but perhaps we should be concerned. It’s worth noting that MailChimp looked only at open rates, a high level metric that doesn’t correlate to conversions (though it can be useful in spotting trends over time with large amounts of data).

ReturnPath has also taken a look at Gmail data using inbox placement and read rates. They found that already engaged subscribers are reading messages more often but read rates are down in general.

So,  what to do about tabbed inboxes?!

The tabbed inbox is simply Gmail’s next step in a long progression towards trying to give people what they want (or what Google thinks they want). They know that most “mass” email is ignored and have been shifting towards engagement based ways of inbox placement and advance management for years.

I don’t begrudge any organization from making an effort to get its messages out of the promotions ghetto and into the Primary tab. It’s definitely worth testing, at least.

But the people that are going to take this step are likely those that were already engaged with your messages anyway. In some sense, raising alarm about messages not being in the Primary tab misses the point. If people want to read your emails (and care about your issue and what you have to say) they aren’t going to suddenly stop because your messages are in a tab two inches to the right.

Better to emphasize action, engagement, and value to the reader in every single message. The tabbed inbox is not the biggest threat to your work.

Note: We would love to talk to any organization that has tested and crunched Gmail data in the past couple months. It would be great for others to know what’s working, what’s not and if there has been a measurable impact on actions taken and donations given. 

Filed Under: Email, Engagement, Kicking Ass

Annoying your list works except when it doesn’t

May 24, 2013 by Ted Fickes Leave a Comment

This goes in the category of things you probably shouldn’t adapt from the Obama campaign for your organization.

Annoying annoying-email-wonkaA friend sent me an excerpt from Wednesday morning’s Politico Playbook. It amounted to an excerpt from Jonathan Alter’s book The Center Holds: Obama and His Enemies (to be released on June 4th) that focused on the Obama digital team’s email strategy, fundraising, and the value of extensive testing.

The Obama campaign tested most everything. As Alter describes, they  even (wisely) ran tests against their experience and hunches. As the campaign progressed the need to raise more (and more) money became more (and more) pressing. Good sense and experience told the email team that too much email would annoy people to the point of tuning out, unsubscribing or maybe just not voting.

You know what’s smart? Testing the frequency of your emails.
[Read more…] about Annoying your list works except when it doesn’t

Filed Under: Email, Engagement Tagged With: Obama, testing

Data Informed, Not Data Driven

June 11, 2012 by brightplus3 Leave a Comment

This Adam Mosseri talk about how Facebook uses data to make decisions is a little dated but his observations are still extremely useful. His key insight: clear metrics and strong data-driven feedback loops can be powerful, but they have their limits as well. Facebook often uses solid empirical data to make decisions about their website design, their products, and the workflows that users experience on Facebook. They can test two versions of a website design, for example, and if design option A produces higher engagement than design option B it’s an easy choice.

But Mosseri also explains how an excessive fidelity to data-driven decisions can privilege incremental and uninspired changes at the expense of innovation and ambitious thinking. Facebook sometimes is aiming not only for high levels of engagement but for more fundamental changes in the way people interact with it and with each other. Facebook’s Timeline, for instance, inspired anger and fierce resistance among many Facebook users and sharp derision from the press, and the use of a conventional data-driven decision process would have killed it before it got very far, but Timeline is now a central and deeply-valued part of the Facebook experience.

Most nonprofits don’t seem to rely much on data for their decision-making about their websites, email newsletters, programs, and fundraising efforts, and when they do those efforts aren’t often carefully crafted and executed (some do, of course, but for every one that does there are many, many more that don’t). The remedy isn’t to swap all the intuitive and qualitative decision-making for analytic feedback loops, but to find a good balance. “Data informed, not data driven,” as Mosseri says.

Filed Under: Analytics, Email, Engagement, Innovation, Management Practices, Measuring Impact Tagged With: data, f, Facebook, Fundraising

Figured Out the Rest of Your 2012 Conference Plan Yet?

May 15, 2012 by brightplus3 1 Comment

Trying to figure out your conference schedule for the rest of the year?

From Allyson Kapin on the Frogloop blog:

  • Speed Learning: List Growth Strategies for Nonprofits, May 17th in Washington, D.C.
  • Women Who Tech TeleSummit, May 23 in Washington D.C. and other cities around the country.
  • AFP TechKnow Conference, June 4-5 in Orlando
  • Netroots Nation, June 7-10 in Providence
  • Personal Democracy Forum, June 11-12 in New York
  • Nonprofit 2.0 Unconference, June 15 in Washington, D.C.
  • Games for Change Festival, June 18-20 in New York
  • National Conference on Volunteering and Service, June 18-20 in Chicago

From Amy Schmittauer on the Convince and Convert blog:

  • Ohio Growth Summit, May 24 in Columbus
  • BlogWorld Expo East, June 5-7 in New York
  • Small Giants International Summit, June 28-July 1 in San Francisco
  • Explore Minneapolis, August 16-17 in Minneapolis
  • Content Marketing World, September 4-6 in Columbus
  • Social Fresh Conference, September 27-28 in San Diego

You can also check out Kivi’s conference recommendations on her Nonprofit Communications Blog and the impressively thorough conference list on SocialBrite.

Filed Under: Conferences, Email, Engagement, Media, Mobile, Social Media and Networking Tagged With: conferences, Fundraising

The Pitfalls of A/B Testing and Benchmarking

May 7, 2012 by brightplus3 Leave a Comment

Improvement begins with measurement, but the ruler can also limit your audacity to try wildly new approaches (photo by Flicker user Thomas Favre-Bulle).
Google is famous for, among other things, crafting a deep, rich culture of A/B testing, the process of comparing the performance of two versions of a web site (or some other output) that differ in a single respect.

The benefit: changes to a web site or some other user interface are governed by real-world user behavior. If you can determine that your email newsletter signup button performs better with the label “Don’t Miss Out” instead of “Subscribe,” well, that’s an easy design change to make.

The practice of benchmarking – using industry standards or averages as a point of comparison for your own performance – has some strong similarities to A/B testing. It’s an analytic tool that helps frame and drive performance-based testing and iteration. The comparison of your organization’s performance to industry benchmarks (e.g., email open rates, average donation value on a fundraising drive) provides the basis for a feedback loop.

The two practices – A/B testing and benchmarking – share a hazard, however. Because a culture of A/B testing is driven by real-time empirical results, and because it generally depends on comparisons between two options that are identical in every respect but one (the discrete element that you are testing), it privileges modest, incremental changes at the expense of audacious leaps.

To use a now-classic business comparison: while Google lives and breathes A/B testing, and constantly refines its way to small performance improvements, the Steve Jobs-era Apple eschewed consumer testing, assuming (with considerable success) that the consumer doesn’t know what it wants and actually requires an audacious company like Apple to redefine product categories altogether.

Similarly, if your point of reference is a collection of industry standards, you are more likely to aim for and be satisfied with performance that meets those standards. The industry benchmarks, like the incremental change model that undergirds A/B testing, may actually constrain your creativity and ambitiousness, impeding your ability to think audaciously about accomplishing something fundamentally different than the other players in your ecosystem, or accomplishing your goals in a profoundly different way.

The implication isn’t that you should steer clear of A/B testing or benchmarking. Both are powerful tools that can help nonprofits focus, refine, and learn more quickly. But you should be aware of the hazards, and make sure even as you improve your iterative cycles you are also protecting your ability to think big and think different about the work your organization does.

And if you want to dive in, there are a ton of great resources on the web, including a series of posts on A/B testing by the 37Signals guys (Part 1, Part 2, and Part 3), the “Ultimate Guide to A/B Testing” on SmashingMagazine, an A/B testing primer on A List Apart, Beth Kanter’s explanation of benchmarking, and the 2012 Nonprofit Social Network Report.

Filed Under: Analytics, Email, Engagement, Measuring Impact, Online Fundraising, Social Media and Networking Tagged With: a/b testing, benchmarking, measurement, metrics

The Digital Nonprofit Toolkit

May 4, 2012 by brightplus3 Leave a Comment

For most nonprofits, a suite of digital tools can be a critical asset for enabling your team to do amazing work (not to mention simply enabling yourself to kick ass). As consultants to nonprofits that have hands in some start-ups, we don’t have the same needs and use cases as many nonprofits. But we’ve spent years working in nonprofits and are collaborating with many on a daily basis.

Here’s what we are using these days:

File sharing: We use Dropbox a lot, although Google Docs can be a good alternative if you’ve got a shared account (and we suspect that the new Google Drive is going to give Dropbox a serious run).

Email: I mostly use MailChimp…it’s inexpensive, reasonably easy to use and integrates with a wide array of third-party apps. Creating and changing templates can be annoying at times but, hey, nobody said HTML email was as easy as making toast. Documentation is solid, the Chimp folks blog frequently and seem genuinely interested in nonprofit implementations.

I am increasingly a fan of SendGrid, as well. They’ve got awesome customer service, it’s much easier for a non-techie like me to design and modify the email templates, and they are slowly rolling out free and low-volume pricing options. If you do high volume email, especially if you want to build your own internal UI, then SendGrid seems like the obvious choice.

We realize that most mid-size to ginormous nonprofits (and many small groups) are going to be using tools from Blackbaud, Convio, Salsa or other companies that mush together email, advocacy and fundraising. If you’ve got the budget and you’d prefer the combined multi-function product instead of stand-alone elements, they can make a lot of sense.

Emailing large files: YouSendIt and Dropsend are both solid. They can be pretty useful when the other party isn’t using DropBox.

Document collaboration: For all its quirks, we haven’t found anything that beats Google Docs (which is now being folded into Google Drive).

Bookmarking, Notetaking, Writing: Ted has become a consistent and almost fanatical user of Evernote (and if Instagram can be worth a billion dollars then why not Evernote?). It covers the bases, it’s easy to use, and it’s very accessible on multiple devices. Our main complaint is that its formatted content doesn’t paste well into other tools.

Cloud storage: For simple storage, I’m a fan of Rackspace, and I especially love their “fanatical” customer support. We know others who like Amazon Cloud, as well.

Backups: I use a pair of external hard drives and Time Machine, but I might end up exploring something cloud-based (maybe as a supplement to my hard drive-swapping approach). Anyone out there really in love with a particular cloud backup solution?

Social media dashboards: Hootsuite has been the hands-down winner for me, although it’s really just a Twitter dashboard. I like the UI, it’s easy to use, and it does what I want. You can include other accounts, like Facebook, but it doesn’t work as well for those (which I think is generally true of dashboards like this). Ted is happy with Hootsuite as well but is less enthusiastic about it … he finds the interface to be clunky, and there are some annoying issues when trying to manage/admin client Twitter accounts (e.g., if the client is already using Hootsuite free version to manage their Twitter account you can’t get access to it via your own Hootsuite, which is just silly).

Time tracking/Invoicing: When you’re an independent consultant or small shop tracking your time is both a pain in the arse and one of the most critical parts of surviving. We’ve been very pleased with Harvest. Heck, most nonprofit enterprise time tracking systems could learn a lot from Harvest and similar systems.

Project management: Basecamp and Wrike are my two favorite project management tools. They take different approaches, the former built more on a “Getting Things Done” type of structure while Wrike is a little more traditional, but they both have good UIs and solid features. I’m just starting a project using Smartsheet (because it integrates with a very cool public input tool we are using called Crowdbrite), which I’ve not used before … I can report on it in a few months.

Blogging/web platform: WordPress, especially when it’s used with the Genesis framework. It has its quirks, and it can be tough for non-techies to build out a site with any real customization (although I can recommend great web designers if you need anyone), but every blog I use now is built on WordPress. It’s robust, the UI is solid once the site is built, and it looks really good. We’ve seen (and built) some great sites that are much more than blogs using WordPress. It can be done. But think hard about Drupal, especially if you’re building a broad content and/or community-rich site.

Music: Because who doesn’t need music sometimes while they work … I’m a fan of Spotify and Pandora, although our local classical station (KVOD) and the terrific Santa Monica indy station KCRW get a lot of my streaming as well. Ted is a big Rdio fan, which I haven’t tried yet (but should because it’s far better than Spotify, Ted claims). He also threw in a vote for KCRW and for Denver’s KUVO. We are both fans of Seattle’s KEXP for edgy alt-rock.

Link shortening: I mostly use Bitly. It’s simple, free, and has decent analytics. Hootsuite integrates ow.ly, though, which also works fine.

Password management: It took me a while to warm up to it, and because I have multiple Dropbox accounts the Dropbox-based syncing didn’t work (they have other sync options), but I’m now a solid fan of 1Password. I keep track of one master password and it keeps track of everything else. Very handy once you get over the hump of actually using it.

Online stores and e-commerce: The combo of Shopify and Stripe seems to work well for managing online stores and the related e-commerce transactions.

What did we miss? Other great options we should cover?

Photo courtesy actna.net (which has a pretty good article on digital tools that should be in a journalist’s toolbox).

Filed Under: Analytics, Email, Media, Social Media and Networking Tagged With: software

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