Community Relations, With and Without Technology

Community Relations, With and Without Technology

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This section of my web site offers a range of advice and examples regarding community (public media, volunteer, donors, government, etc.) relations, both with and without computer and networking technology. The advice is focused on nonprofit and NGO staff (paid employees and volunteer) who aren't the most tech-savvy people in the world, and who don't have intensive training in media relations or using tech-related tools but are expected to master these activities as part of their jobs.
This section of my web site is also focused on those who need to think about and explore emerging technologies as part of their outreach efforts, but who need advice written in very human, accessible, non-technical language.
Two documents (Basic Fund-Raising for Small NGOs serving the developing world and Basic Press Outreach for Not-for-Profit and Public Sector Organizations), are written in such a way that it can be used by NGOs working in the developing world who have little access to computer or Internet technologies.

Basic Press Outreach for Not-for-Profit and Public Sector Organizations
Like fund raising, press relations is an ongoing cultivation process. Your agency strategy for press coverage needs to go beyond trying to land one big story -- you want the press to know that you are THE agency to contact whenever they are doing a story on a subject that relates to your mission. These are basic, low-cost/no cost things you can do to generate positive attention from the media.

Advice for Taking Photos in the Developing World
While working in Kabul, Afghanistan, I developed a MS Powerpoint for staff on taking photos in the field. The communications office at this particular initiative relies heavily on all staff, particular Afghan staff, no matter what their job titles, to take photos whenever possible at events and workshops and during project site visits. This is because many staff are prohibited from traveling to certain parts of Afghanistan; international staff are sometimes prohibited from leaving Kabul altogether. This presentation/training touches on both the kinds of photos needed and how to take photos in a culturally-sensitive manner. This presentation is focused on a specific program and a specific country (Afghanistan), but maybe by changing the photos and a bit of text, it could work for you?

Questions to Ask for a Major Report from the Developing World
Most people who write reports about their projects in the developing world rely heavily on field staff to provide information. Often, however, field staff aren't expert report writers, and struggle to provide meaningful, timely information in a coherent written form. Many report writers get around this by interviewing field staff about their work, so that needed information is provided through answers to questions. This method can also build the capacity of field staff to provide written information themselves. This is a list of questions I used to interview staff at an initiative in Afghanistan that was focused on rural projects. I based these questions on previous monthly and quarterly reports, suggestions from donors, the initiatives stated objectives, and my own need for information that could lead to stories in which the press might be interested.
Building Staff Capacities to Communicate and to Present
Marketing and public relations is never just one person's responsibility at an organization, regardless of everyone's job titles; everyone at an organization will interact with other staff, partner organizations, potential supporters and the general public at some point. Therefore, everyone needs to be able to talk or to write clearly about his or her own work and that of the organization overall. This new resource describes various activities I undertook to improve the communication capacities of Afghan government staff. This resource links to various slide presentations and materials used for this endeavor in Afghanistan that can be adapted by others in different countries and situations. Included is a workshop on helping women in strict relgious cultures to cultivate their presentation and public speaking skills, a workshop and tip sheet to help staff write better reports, and a slide presentation to help staff take photos in the field that will serve a variety of communications and reporting purposes.
How Mission-Based Organizations REALLY Use Online Technologies
Every nonprofit, NGO, or other mission-based organization has two primary resources: people and their ideas. What the Internet offers is an easy, immediate, extremely efficient way to connect with people and ideas. However, visions of becoming a super-efficient organization, reaching lots of new donors and clients, raising enormous amounts of new money and effortlessly administering an agency will not come to pass with an Internet account. Here's real-life examples of what agencies are using the Internet for, and links to other resources offering even more advice and examples. Includes information about online solicitations and fund raising.
Outreach Via the Internet for
Mission-Based Organizations
It's more than just putting up a Web site; it involves finding and posting to appropriate Internet discussion groups, sending emails to current and potential customers, using online social networking, perhaps even starting your own online community.... it's pro-active, interactive and ongoing. It needs to be nurtured and fully supported, just as with all your public interactions. Online outreach and online service delivery should accurately reflect your agency's mission and culture.
Recruiting Local Volunteers To Increase Diversity Among the Ranks
Having plenty of volunteers usually isn't enough to say a volunteering program is successful. Another indicator of success is if your volunteers represent a variety of ages, education-levels, economic levels and other demographics, or are a reflection of your local community. Most organizations don't want volunteers to be a homogeneous group; they want to reach a variety of people as volunteers (and donors and other supporters, for that matter). This resource will help you think about how to recruit for diversity, or to reach a specific demographic.
Using Third Party Web Sites Like VolunteerMatch to Recruit Volunteers
There are lots and lots of web sites out there to help your organization recruit volunteers. You don't have to use them all, but you do need to make sure you use them correctly in order to get the maximum response to your posts.
Evaluating Online Activities: Online Action Should Create & Support Offline Action
Hundreds of "friends" on an online social networking site. Thousands of subscribers to an email newsletter. Dozens of attendees to a virtual event. Those are impressive numbers on the surface, but if they don't translate into more volunteers, repeat volunteers, new donors, repeat donors, more clients, repeat clients, legislation, or public pressure, they are just that: numbers. For online activities to translate into something tangible, online action must create and support offline action. What could this look like? This resource can help organizations plan strategically about online activities so that they lead to something tangible - not just numbers.
NetSquared and the New Wave of Online Volunteering
Tiny nonprofit organizations with very little staff are doing extraordinary things with volunteers, and making their volunteers feel included and energized, not with pins and t-shirts but through greater and more-meaningful involvement. This conference provided endless examples of such, and I summarize them here.
What are good blog topics for mission-based organizations?
The word "blog" is short for "web log", and means keeping a journal or diary online. Blogging is NOT a new concept -- people have been doing it long before it had a snazzy media label. The appeal of blogging for an online audience is that it's more personal and less formal than other information on a web site. Readers who want to connect with an organization on a more personal level, or who are more intensely interested in an organization than the perhaps general public as a whole, love blogs. Blogs can come from your Executive Director, other staff members, volunteers, and even those you serve. Content options are many, and this list reviews some of your options.
Using a Cell Phone or Feature Phone as a Smart Phone
Though it may be hard for those of you have smart phones to believe, not everyone has a smart phone. Millions of people simply cannot afford a smart phone. Some of them use a simple cell phone, with very limited capabilities: the ability to make and receive phone calls and text messages. Some people have something that's more than a cell phone but less than a smart phone: they have a feature phone, which has some web browsing capabilities. Can you use a simple cell phone or a feature phone as a smart phone? Yes! There are several free online tools that can help you use whatever phone you have interact with various Internet tools.
For Nonprofits Considering Their Own Podcasts:
Why It's Worth Exploring, and Content Considerations
I present my first podcast about... podcasts (transcript included). Specifically, I talk about how podcasts can be used by nonprofits, and just how easy it is to do.
Nonprofit Organizations and Online Social Networking (OSN): Advice and Commentary
OSN is buzz phrase used to describe special web-based online communities that are accessible only for community members, like LinkedIn, FaceBook, MySpace, Change.org, and oh-so-many more. Is there a value for nonprofit organizations to engage in OSN platforms? This resource offers a realistic set of possibilities and considerations.
Using Real-Time Communications With Volunteers
A growing number of organizations are using real-time communications -- including video conferencing, online phone calls, chats and instant messaging -- to hold online meetings with volunteers, to allow volunteers to interact with staff, clients, or each other, or to involve volunteers in a live, online, real-time event. This resource provides more information on real-time communications with volunteers -- what the various tools are, how agencies are using them to interact with volunteers, and tips to encourage and maintain participation in synchronous communications.
Using Video to Support Online Volunteers/Remote Volunteers
Video is a great way to further support volunteers, and your computer probably already has all of the tools you need to make a video, or to engage in a live video conversation with others. Video isn't something to use only with online volunteers or remote volunteers (those providing onsite service at a different location than yours). It's also a tool you can use with new and current volunteers. In addition to an organization producing videos for volunteers, it can also work the other way around: volunteers can produce videos for organizations. This resource provides information on your options, and links to my own short video on the subject.
Basic Fund-Raising for Small NGOs serving the developing world
This free document offered via the Coyote Communications web site provides very basic guidelines for small NGOs in the developing world regarding fund-raising, and points to other online resources. By small NGOs, I mean organizations that may have only one paid staff member, or are run entirely by volunteers; and may not have official recognition by the government.
Don't Just Ask for Money!
Something much more should happen if someone clicks on your web site's "Help Us" link than a message that asks only for money.
Where Are Your Organization's FAQs?
Why Every Staff Person Should Regularly Read
At Least One Online Discussion Group
Each and every employee of your mission-based organization should be a part of at least one online discussion group, and subscribe to at least one email newsletter, relating to their job. Why? It offers a simple, easy way to get employees connected to important news and resources they need in their jobs, It's professional development right from their desktops!
Handling Online Criticism
Online criticism of a nonprofit organization, even by its own supporters, is inevitable. It may be about an organization's new logo or new mission statement, the lack of parking, or that the volunteer orientation being too long. It may be substantial questions regarding an organization's business practices and perceived lack of transparency. How a nonprofit organization handles online criticism speaks volumes about that organization, for weeks, months, and maybe even years to come. There's no way to avoid it, but there are ways to address criticism that can help an organization to be perceived as even more trustworthy and worth supporting.
Is Your Staff "Walking the Talk" Re: Your Organization's Online Activities?
Mission-based organizations use the Internet in all sorts of ways to interact with the public, or with staff and volunteers abroad: for instance, online discussion groups, an intranet where staff and volunteers can share profiles about themselves and updates about their work with each other, or an online service that is promoted as central to the organization's mission and identity. But is your staff showing leadership in using these online tools? If your organization is to use technology successfully, all staff must embrace it. Here are tips on how to encourage that.
Does Your Organization's Practices Reflect Its Own Mission?
Being successful in today's business and media climate means an organization must reflect in practice the values it promotes publicly. This latest article offers examples of organizations who aren't "walking their talk" regarding their mission, and the consequences such organization's face in not doing so.
Mission-Based Groups Need Use the Web to Show Accountability
The number and tone of media stories regarding mission-based organizations/civil society and how they spent contributions in the wake of various disasters have done little to help such organizations better serve people in need. Rather, by concentrating on a few bad cases, or by misrepresenting administrative expenses as somehow unnecessary, they have made potential supporters suspicious of all charities, and those these organization's serve pay the ultimate price. There has never been a better time for mission-based organizations to use technology to show their transparency and credibility, and to teach the media and general public about the resources needed to address critical human and environmental needs.
Solicitation Overload!!
If your online publication or portal solicits stories or other information from others outside of your organization, or, if you are going to hold an online event and need people from outside your organization to participate as presenters, consider people's shrinking availability, their own on-the-job priorities, and the increasing number of competitive offers they receive. You should consider what incentives you can offer to make it worth a person's time to contribute to your online publication, portal or workshop. Here are some ideas
Marketing Your Organization's Web Site
Though these pages were created for not-for-profit and public sector agencies, most of the tips are applicable (and useful) for for-profit businesses as well.
Email Newsletters
Don't write off email yet. It's still the most popular use of the Internet, and it's still a great way to reach people about your organization. It's simple, it's quick, and it can be easily forwarded by readers to new readers. And for many organizations, particularly small organizations with very limited resources and serving a low-tech constituency, it's still the best choice for online communications.
Online culture and online community
It's becoming the norm for mission-based organizations (NGOs, NPOs and others) to use Internet tools to work with volunteers (including board members), staff, donors and others. This section of my site has been greatly updated, providing even more ideas and resources on how to work with others online, in language that's easy to understand for those considering or just getting started in using online technologies with volunteers, donors and other supporters.
Free Internet Resources for Mission-based Organizations
This is a list of my absolute favorite web sites with resources for mission-based organizations. These web sites include information on how to start a nonprofit organization and fund raising I regularly visit Web sites that are geared towards community-serving agencies. The resources below are not only the ones that stand out from all of those sites -- I use them frequently myself.

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