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See the Select Committee grill the ICO and charities on fundraising

Houses of Parliament

Watch the Public Administration and Constitutional Affairs Committee grill the Information Commissioner and witnesses from leading charities about fundraising practices following recent controversies, which was broadcast today (Tuesday 20 October 2015).

The broadcast includes the Information Commissioner’s views on the proposed Fundraising Preference Service (see my post on why I also don’t think a Fundraising Preference Service will work), and his reaction to charities who thought somehow the Privacy and Electronic Communications Regulations that apply to direct marketing didn’t really apply to the sector.

There are also some interesting insights into how some charities approached the procurement of contractors.

Charities do amazing work, but this broadcast does show how some basic management approaches and skills have been lacking in the sector.

There’s also still a big education job to make the public and MPs understand the pressures charities are under and how so many are forced to operate on a shoestring.

This broadcast should be an essential training video for any trustee or charity manager!

Please share with anyone you know in the voluntary sector.

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Why the Fundraising Preference Service is doomed to fail

How many Mr Smiths graphic

The proposed Fundraising Preference Service is doomed to fail and could simply become an unnecessary overhead that will undermine the sector further.

Policy makers through to practitioners need to rethink this proposal urgently. Here’s some practical reasons why.

Let me first clear up where I stand on this issue.

The voluntary sector has thousands of wonderful people often working long hours for nothing, or on low pay, providing services to the people of this country which have increasingly replaced vital public services and are frequently undervalued by both the public and the service recipients.

“All is not rosey with this sector …

Any sector that forgets that its main purpose is to benefit its customers has totally lost the plot”

But all is not rosey with this sector by any means, and it does need to be sorted to retain public confidence.

We owe that to staff and volunteers in the sector, but more importantly also to funders and donors and ultimately to the beneficiaries — customers and/or clients.

Any sector that forgets that its main purpose is to benefit its customers has totally lost the plot.

I’m someone relatively new to the sector though I’ve had experience now as a director, volunteer and trustee.

Being newish, I’ve made an effort to try to catch up on lost ground by reading widely, engaging in social media, and attending charity events, and my comments don’t necessarily relate to organisations I’ve personally been involved in.

What I lack in experience over those who have always been in the sector I hope I compensate with new insight.

“I once sat in the Department of the Environment trying to convince them that the Poll Tax would be controversial and was told I was talking rubbish. So here’s some more ‘rubbish’ advice”

Part of that insight comes from many years working in central government communications. That included projects such as The Community Charge (you will know it as The Poll Tax), and The School and College’s Performance Tables, both highly visible and controversial campaigns.

For the record, I sat at the Department of Environment and tried to convince them in vain that the Poll Tax would be highly controversial and was told I was talking rubbish. Afterwards I was promoted for my work on The Poll Tax and the Prime Minister, Margaret Thatcher, was sacked, so perhaps I was not talking so much rubbish after all!

But group think had taken hold on this project and most of us who could see it was going wrong were too far down the food chain to be listened to.

And that’s where this proposal will fall down.

Six bits of ‘rubbish’ advice for the voluntary sector

If you’ve followed this far, let me proffer some more ‘rubbish’ advice.

1. There are some very bad apples in the voluntary sector and they need to be rooted out

2. Many charities are struggling to keep up with the demands now on them

They lack the strategic and management skills, they lack the systems, they lack digital skills and are stuck in the digital dark ages.

Charities need help getting up to speed, not beating over the head because they are not. There is no shortage of bodies serving the sector, that is part of the problem — there is an overwhelming number of bodies and no trustee or member of staff could ever hope to keep track of them all, nor pay all the membership fees they demand.

It’s time for a bonfire of the overlapping voluntary sector bodies, so funds are not sucked out by these external overheads.

3. Many charities are overwhelmed by regulatory demands

Many charities are not just charities they are also companies, meaning they have to straddle two sets of regulatory regimes. Yes, there is a lot of overlap, yes there are new charity models to try to overcome this, but changing is a burden in itself when you are often relying on volunteer and sometimes amateur trustees and pro-bono professional advice or professional advice you simply cannot afford.

Charities don’t need more regulation they need smarter, slicker regulation.

4. The larger charities are suffocating the sector as a whole

It’s not deliberate, but there are massive differences between large charities, some with relatively well paid, well qualified staff in plush central London offices and the many smaller ones work in Dickensian offices (or from home) with few or no staff, or staff who are attempting to cover roles way beyond their experience and skills.

The smaller charities can’t compete, and donors and funders are increasingly being sucked into funding the larger charities. Ironically the recent controversies in the sector have nearly all been around larger charities but it is the smaller ones that will also now be hit with a public loss of confidence.

Smaller charities don’t need more burdens, whether imposed directly by regulation or by being caught up in sector wide reputational damage.

5. Charities are too easily falling into traps of their own making

  • There’s the fundraising vicious circle: ‘we need more staff, therefore we need more money, therefore we need more staff to raise money’.
  • There’s this mad game of trying to impress donors/funders that ‘100% of your money goes to beneficiaries’.

100% is impossible if you really understand how to cost overheads.

And if you do try this route you can quickly fall into under-investment in training, IT and other systems that simply means the charity is using resources inefficiently.

Charities need to run in a business like way: that means keeping close control on overheads, but not to the point that you don’t invest to stay efficient.

Value for money is more important than ‘cheap’. Trying to outbid each other in a race to the bottom helps nobody.

6. Marketing and fundraising is for volunteers not professionals

Large charities can be expected to have paid marketing and fundraising staff, but small and medium ones frequently rely on volunteers or trustees and have little or no budgets for marketing and fundraising and little in the way of strategy.

Websites are expected to be free and magically run themselves.

Social media doesn’t need a strategy or any understanding of copyright, defamation, search engine optimisation … just yank in a ‘young person’ from the street — call them an ‘intern’ if you want to sound posh and think you can get away with not paying them — and sit them in a corner posting on Facebook all day and your social media marketing is done!

Does that sound familiar to anyone?

Charities of all sizes need to take marketing and fundraising seriously. They are strategic functions needing professional skills. That may even mean paying for some services in the way you would pay for an accountant or solicitor, your manager/CEO, outsourced HR services, IT services.

Why a Fundraising Preference Service won’t answer the problem

There’s already a Mailing Preference Service, Baby Mailing Preference Service, Telephone Preference Service, Fax Preference Service, Your Choice and Telephone Preference Service Assured.

How many consumers want to have to register with yet another service? Why can’t they all be merged into a single registration where you opt for the services that affect you?

How many of the charities who caused the recent problems were cleaning their mailing lists against all these services? Would they take notice of another?

PECR 63There’s also the Data Protection Act and 2003 Privacy and Electronic Communications Regulations (PECR) and plenty of good advice from the ICO, not to mention advertising standards and others.

I’ve been horrified by how many people I’ve come across in trustee, senior management and marketing and fundraising roles who didn’t know about these regulations, or thought they didn’t apply to the sector.

Good marketers do follow the regulations and anyone who has followed them all to the letter is unlikely to be the sort of professional who would harass potential donors — true marketing professionals value their customers and don’t annoy them.

It’s the rogues that ignore regulations. And rogues will probably continue to be rogues.

Or it’s leaving the job to volunteers and not training and managing them properly which can cause problems.

More regulation will not work if you don’t raise the professional standards in the sector. And if you do raise professional standards you shouldn’t need this sort of regulation, other than as a backstop for extreme transgressions.

Address management

Cleaning mailing lists is not easy nor free.

To be able to clean mailing lists means:

  • You have very robust address management systems in place
  • You have the marketing and digital skills to manage your address management systems

How many Mr Smiths?

Take this example. This is typically what you might get if you clean mailing lists.

How many Mr Smiths are there?

How many Mr Smiths

There could be one or up to six.

There may be a father and son with the same name. One address may be a work address, one a home address. Mr Smith may have moved and not updated his details with the charity or Preference Service.

And of course a ‘B Smith’ or ‘W Smith’ could be a Ms/Mrs too if not title is clearly identified!

You’ll also see in records four, five and six that the same address can be recorded in different ways.

The Royal Mail relies on the Post Town, but there are also administrative counties and historic counties (eg in area where there is a unitary authority).

The format of address used can depend on the individual’s preference and/or the system constraints when completing an address form. Romford hasn’t been in Essex since 1965, but it still frequently appears in addresses.

People also have multiple email addresses and multiple phones numbers.

The huge number of potential inconsistencies can make address cleaning very complex and unreliable.

Inputting can simply be inaccurate — by the individual themselves or by a member of the charity’s staff or even more likely where volunteers are used.

However accurately the data has been input there can be errors in analysis — in record five there is apparently no postcode, but it is just in the wrong column. But if you sort by postcode on eg Excel or a database that record won’t come up.

In record four, someone has interpreted ‘Title’ as ‘Job Title’. Poor field definition is a common mistake, and if you are using volunteers who have limited familiarity with your inputting rules it’s very common.

These sort of errors are common in address management everywhere, even on sophisticated government systems. They are particularly problematic in organisations using spreadsheets, rather than structured databases, and getting data in from external services such as online giving sites where you cannot configure the field format yourself.

The Fundraising Preference Service would be collecting data from across a number of charities.

To have a reasonable chance of individuals being reliably identified in all their different potential guises, every charity using the FPS would need to run robust address management systems with a high level of consistency across the sector in how addresses are held.

Read on to see why that is simply not going to happen.

Does your charity map all the systems where you may hold personal data?

Have you thought of all the places you may hold address data? You should have done this already to comply with the Data Protection Act, eg if you get a subject access request, or a request to ‘delete my data’ or never contact me again.

Where you hold personal data isn’t restricted to sophisticated software. It can include bits of paper, spreadsheets, Word documents, Post-it notes or whatever other horrible methods you’ve fallen into.

Consider this list:

  • Fundraising database
  • Newsletter lists
  • Media contacts
  • Client contacts
  • HR files
  • Accounts and banking
  • Volunteer files
  • Online giving websites (JustGiving, LocalGiving etc)
  • Event registration lists
  • What else?

There could well be more, especially if you have volunteers and trustees with their own lists (raffle tickets, coffee morning?), maybe on home computers. You have? Or you don’t know? You’re almost certainly breaching the Data Protection Act already!

Before anyone gets too sanctimonius, I worked in part of government where we were about to send five duplicate letters from the CEO equivalent to the Secretary of State because address data had been spread about the organisation in all sorts of unofficial pots and there were no de-duplication procedures in place.

Which is why cleaning lists fully to meet the requirement of any of the preference services is so easy to propose and so difficult to do.

Regulations that are too difficult just get ignored

If the Telephone Preference Service and Mailing Preference Service were so effective, why are so many people, me included — and I’m registered with both — still plagued by junk mail and constant nuisance calls?

Either because the rogues just ignore these regulations, or because even the best intentioned people find compliance just too difficult and get it wrong.

And let me assure you, the examples I’ve given above of the difficulties of address management are just the tip of the iceberg. Other horrors for address management include:

  • overseas addresses where postcodes may be zip codes and house numbers may come at the end of the street name
  • Hungarians and other cultures who put their last  name (ie surname) first and first name last … but not necessarily when they are in the UK
  • women who use their maiden name in one context and professional name in another
  • Non-English names where you can’t work out which is the first name and which is the second name
  • Areas, such as in Wales, where you have a very high concentration of people with the same last name

Finally, don’t get me on differentiating between Ministers at their Departmental office address, the House of Commons, their constituency address and any one of their homes and correct titling of members of the House of Lords!

Just see some of the links at the bottom of the page if you want to turn into an address management geek.

Operational disconnect — the next ‘Blunder of Government’

This proposal has all the hallmarks of those making policy failing to consult with and understand the issues at the coalface.

That’s common in policy making and is a subject discussed in the excellent book by Anthony King and Ivor Crewe The Blunders of our Government, which should be compulsory reading for any aspiring minister or policy maker in any organisation. The chapter ‘Operational disconnect’ is particularly pertinent.

Well intentioned is not enough

The proposals for a Fundraising Preference Service, I’m sure, are well intentioned.

But for all the reasons that the Telephone Preference Service and Mailing Preference Services still keep Ofcom and the ICO busy, it seems like a typical policy knee-jerk reaction to the demands that ‘something must be done’.

It will not solve the problem, but it will involve many charities in a lot of extra overheads.

The real danger is that people will assume it can fix the problem and lead to complacency in the sector and the underlying problems will get kicked into the grass.

The other danger is that it will also lull the public into a false sense of security which could come back to bite politicians and the higher echelons of the voluntary sector in years to come.

There is no easy solution but as a minimum it must involve:

  • revisiting the values of the voluntary sector and weeding out the people who have lost the plot
  • providing genuine help to the sector to become more skilled and professional in the fundraising and marketing disciplines and being aware of the regulations that already exist
  • understanding that if you outsource services to an external supplier you can’t just blame them if it goes wrong — you are responsible for setting their objectives and managing them, you can outsource a service, you can’t outsource responsibility
  • counteracting all the recent bad publicity with reminders about the good and vital work charities do

Bash the few who have caused this problem — but don’t bash the many who are innocent.

Donors are rightly disgusted with the rogues. The good guys in the sector are disgusted with them too.

Leigh Horton BA(Hons) DEMM DipM ACIM DipDM MIDM

Useful links

Publications

Fundraising regulators and regulations

Just some of the sources of regulations a fundraiser must currently be aware of:

Back to study without paying a penny or leaving home

Online learning graphic

The holidays are over and September is traditionally the time to get back to work and to get back to learning.

With the phenomenal growth in online learning in the last few years and with many courses being offered for free, it’s never been easier to take a course — many online courses have flexible start dates and you can dip in and out of study around your other commitments.

Age and level is no barrier — there is no upper age limit on courses and there are courses from introductory to university level.

What’s best for marketing professionals?

Google and Microsoft courses are a must, but there are plenty of other courses now available through MOOCS (Massive Open Online Courses), which are offered by universities around the world.

The Chartered Institute of Marketing (CIM) and the Institute of Direct and Digital Marketing (IDM) are the leading bodies for professional marketing qualifications in the UK. Their courses are not free, but both have a lot of free resources on their website:

If you’re in Suffolk, UK

In Suffolk there are some excellent marketing groups on Meetup.com such as SIMS (Suffolk Internet Marketing Specialists) and IMEX (Internet Marketing Experts) which meet at UCS on Ipswich Waterfront. Search on Meetup.com for other groups near you.

My top picks

This list below is not exhaustive, but here are my top picks:


FutureLearn

Based in which country: UK

Who’s behind them: The Open University

Subjects include: Business & Management, Creative Arts & Media, Health & Psychology, History, Languages & Cultures, Law, Literature, Nature & Environment, Online & Digital, Politics & The Modern World, Science, Maths & Technology, Sport & Leisure, Teaching & Studying

Website: Futurelearn


Coursera

Based in which country: USA

Who’s behind them: Co-founders: Daphne Koller and Andrew Ng. Their Advisory Board includes representatives from universities around the world including: Ecole Polytechnique Federale de Lausanne, Leiden University, Johns Hopkins University, University of Edinburgh, Yale University, University of Pennsylvania, University of Maryland, University of Melbourne, Hong Kong University of Science and Technology

Subjects include: Arts and humanities, business, computer science, data science, maths and logic, personal development, physical sciences, social sciences

Website: Coursera


Codecademy

And yes, it is CodeCademy, not CodeAcademy!

Based in which country: USA

Who’s behind them: A range of investors

Subjects include: AngularJS, HTML & CSS, JavaScript, jQuery, PHP, Python, Ruby on Rails, Learn APIs, SQL, Website Projects

Website: Codecademy


EdX

Based in which country: USA

Who’s behind them: MIT and Harvard

Subjects include: Architecture, Art & Culture, Biology & Life Sciences, Business & Management, Chemistry, Communication, Computer Science, Data Analysis & Statistics, Design, Economics & Finance, Education, Electronics, Energy & Earth Sciences, Engineering, Environmental Studies, Ethics, Food & Nutrition, Health & Safety, History, Humanities, Language, Law, Literature, Math, Medicine, Music, Philanthropy, Philosophy & Ethics, Physics, Science, Social Sciences

Website: EdX

Google

Based in which country: USA

Who’s behind them: Google, of course!

Subjects include: Using Google products and online subjects. Most are free but some of the higher level courses aren’t. Some content may not be available in all countries. There are a range of specialisms such as those below:

Google Digital Academy

Aimed at agency and client partners to help them build skills and capabilities for their own staff and when working with clients. Not free

Website: Google Digital Academy

Google Analytics Academy

Improve your Analytics skills. Free

Website: Google Analytics Academy

Google For Non-profits Learning

Website: Google for Non-Profits Learning

Google Online Marketing Challenge

Website: Google Online Marketing Challenge

Google Teacher Academy

Website: Google Teacher Academy

iVersity

Based in which country: Germany

Who’s behind them: iVersity GMBH, Managing Directors: Hannes Klöpper, Sander Nijssen

Subjects include: Mainly business subjects from European Universities. Most courses are in English though some are in German

Website: iVersity


Khan Academy

Based in which country: USA

Who’s behind them: Salman Khan, founder and Executive Director

Subjects include: Maths, Science, Economics and finance, Arts and humanities, Computing

Website: Khan Academy


KnowHowNonProfit

Based in which country: UK

Who’s behind them: NCVO (National Council for Voluntary Organisations)

Subjects include: Management, marketing, fundraising and other topics aimed at the UK voluntary sector, though some materials are general enough to be of interest to other sectors. Some courses are free, others can be accessed for a very small subscription. Just watch that some course material is provided by companies/agencies who may wish to push their own products a little harder than perhaps ideal!

Website: KnowHowNonProfit


Lynda.com

Based in which country: USA

Who’s behind them: Now part of the LinkedIn group

Subjects include: Technology, creative and business skills. There’s a free trial but courses are offered on monthly or longer subscriptions from £12.95 a month

Website: Lynda.com

Microsoft

Based in which country: USA

Who’s behind them: Microsoft, of course!

Microsoft Learning

The Microsoft Learning portal including information on courses, certifications and exams. As well as online courses for individuals this includes training for organisations. Many courses in this area have a fee

Website: Microsoft Learning

Microsoft Virtual Academy

Free online courses

Subjects include: Windows 10, Cloud Development, Game Development, Web Development, Database Development, C# / XAML, Visual Studio, HTML5 & CSS3, IT for beginners. There are also specific courses in Office products such as Excel and One Note. There are courses at different levels covering: Developers, IT Pros, Data Pros, Students, Beginners

Website: Microsoft Virtual Academy

Udemy

Based in which country: USA

Who’s behind them: Privately owned, funded by the Stripes Group, Norwest Venture Partners, Insight Venture Partners, Lightbank, MHS Capital, Learn Capital, among others

Subjects include: Development, Business, IT & Software, Office Productivity, Personal Development, Design, Marketing, Lifestyle, Photography, Health & Fitness, Teacher Training, Music, Academics, Language. Many courses free but most charge

Website: Udemy


W3Schools.com

Based in which country: USA

Who’s behind them: The Worldwide Web Consortium, the official body which sets the standards for the worldwide web

Subjects: HTML, CSS, JavaScript, SQL, PHP,  Bootstrap

Website: W3Schools.com

WordPress

Based in which country: USA

Who’s behind them: WordPress (Automattic)

Subjects: Make sure you understand which version of WordPress you want to use, WordPress.com or WordPress.org as there are important differences between the two. If you’re not certain which one is for you see the blog I’ve written explaining the differences: Choosing between WordPress.com and WordPress.org

Learn WordPress.com

This is the official online learning resource: Learn.wordpress.com

Learn WordPress.org

This is the official learning resource: Learn.wordpress.org but is work in progress and you should also look at: New to WordPress — Where to start

Other learning resources

YouTube, Vimeo, Wikipedia, TED Talks, professional bodies such as CIPD (Chartered Institute of Personnel and Development) and presentation sharing sites such as Slideshare and product specific sites such as Adobe Learn and Support can all be other good sources of free learning and inspiration.

Feel free to suggest your own top tips and please share!

Now you can change your font on WordPress.com for free

Free fonts graphic

On Friday WordPress.com introduced a new facility that allows you to change the font on your WordPress.com blog or website for free and very easily — without any coding.

As well as selecting from over 30 typefaces — and they are talking about adding more in the future — you can also choose from different font weights and change the size.

Increasing the font size can be very useful for anyone with visual impairment and so is a useful accessibility feature too.

Continue reading Now you can change your font on WordPress.com for free

Do you employ people? Or have volunteers? Get this free guide from the CIPD

Employing Young people mock cover graphic

The CIPD (Chartered Institute of Personnel and Development) has published an excellent guide and practical toolkit today: Employing young people: A step-by-step guide for SMEs.

This is not just a traditional report — it provides a lot of checklists and practical tools to help you analyse your business needs and approaches to recruiting young people.

Continue reading Do you employ people? Or have volunteers? Get this free guide from the CIPD

Test your site for tablet and mobile use

Mobile friendly test graphic

How well does your website work on tablets and mobile phones?

This became a hot topic this year with two announcements from Google.

21 April 2015 ‘Mobilegeddon’

The first announcement was that Google was changing its search algorithms from 21 April 2015 to flag up sites that were mobile friendly. By definition this would also flag up those sites that were not, and the implication was that sites that were not mobile friendly would be pushed down Google’s search rankings. This date coined the name ‘Mobilegeddon’.

5 May 2015 Mobile overtakes computers for first time

On 5 May 2015 the rationale for ‘Mobilegeddon’ was spelled out in Google’s blog:

“more Google searches take place on mobile devices than on computers in 10 countries including the US and Japan”

Source: Google, 5 May 2015

Continue reading Test your site for tablet and mobile use

WordPress.com new cookies widget

EU Cookie widget

EU Cookie Law widget screenshotOn 30 June 2015 WordPress.com introduced a new EU Cookies Directive widget you can activate on your WordPress.com website/blog, though I’ve not seen an announcement about it. You’ll find it under Appearance/Widgets.

Continue reading WordPress.com new cookies widget

Charity Commission issues new trustee responsibilities guidance

The Essential Trustee

The Charity Commission this week issued new guidance on trustees’ responsibilities, called The Essential Trustee.

Continue reading Charity Commission issues new trustee responsibilities guidance

Are you missing out on the new social learning? (And, it’s free)

MOOCs graphic

A new revolution in online learning has quietly been taking place in the UK in the last 18 months and this week the main provider, FutureLearn, announced they had already recruited over 1 million students.

The concept is the MOOC — Massive Open Online Courses which are free, short courses you can join throughout the year.

Continue reading Are you missing out on the new social learning? (And, it’s free)

Milestones in marketing, management and world events

Milestones in management graphic

When did Alan Turing set out his proposals for the first computer? Frederick Taylor publish Scientific Management? When was the Institute of Public Relations founded and when did the Institute of Marketing receive its Chartered status? When did Maslow publish Motivation and Personality? When was the first mobile phone? Which company was founded first: Adobe, Apple, Microsoft or Google? Which was launched first: Facebook, LinkedIn or Twitter?

Continue reading Milestones in marketing, management and world events