Miss manners

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Slides from Katya Andresen (Network for Good), Sarah Durham (Big Duck), and Jocelyn Harmon's (Care2) session at the 2011 Bridge Conference about online communications etiquette.

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  • Sarah does welcome, notes handout to take notes with, introduces structure of talk (high level into tactics)
  • We all introduce ourselves
  • Sarah talks about idea of miss manners- but she’s really about putting the best version of yourself forward
  • Sarah talks about how Oprah is, perhaps, a better model
  • Katya talks about John Goodman and customer service points- feel free to rename this slide if you want-
  • Customer service is every way you interact with people
  • Could be the most amazing thing ever to engage people and advance our missions
  • Instead it’s  broken (#1 reason people quit giving)
  • We don’t know how bad it is – because of “trained hopelessness,” people don’t complain to us (would like that phrase or image for it on a slide) – especially not in charity or health care
  • They complain to everyone they  know instead – yikes (image of social networks, word of mouth)
  • Katya can you use this slide?
  • Imagine what would be possible if we did (visually show DonorsChoose, Charity Water– we could be growing like THEM!
  • Imagine what would be possible if we did (visually show DonorsChoose, Charity Water– we could be growing like THEM!
  • Jocelyn introduces the idea of online etiquette deriving from other social norms
  • JH
  • JH
  • JH
  • JH
  • Sarah introduces the idea of translating these guidelines into daily onlinecomms tactics
  • Instead it’s  broken (#1 reason people quit giving)
  • What not to doDon’t get on social networks strictly to push your agenda. There’s a give and take. Start by listening, being human- eg yourself- and be honest.
  • Give and takeBe humantransparent
  • Instead it’s  broken (#1 reason people quit giving)
  • Be grateful: celebrate your community membersBe transparent: own your mistakesBe human: speak with a real human voice
  • Be human: pick up the phone! Don’t argue online or in email
  • Instead it’s  broken (#1 reason people quit giving)
  • Give and take: celebrating others, linking
  • Be grateful
  • Instead it’s  broken (#1 reason people quit giving)
  • Be transparentBe human
  • Give and take: comment and respond to commentsbe transparent and human
  • Transparent and honest- use autoresponders!Be human- share your personalityAlso good- use an esignw/out artwork and that links to your org at work.
  • Instead it’s  broken (#1 reason people quit giving)
  • Connecting your content in all channels- give and takeAudience-centric while org-serving
  • Be Human- dad, mixing work and playGive and take- follow those that follow you, reasonably
  • Instead it’s  broken (#1 reason people quit giving)
  • Be human: think about the impact on others- email charter
  • Katya and Jocelyn talk about these books and why they’re great
  • Jocelyn- please replace this slide w/whatever you want to highlight- add/etc-
  • Katya, please replace this slidew/whatever you want to highlight- feel free to add more-
  • Do we want to give them our email addresses?
  • Let’s leave last 15-30 mins for questions, discussion. Sarah will moderate.
  • Miss manners

    1. 1. Miss Manners<br />Online Communication Etiquette<br />Katya Andresen Sarah Durham Jocelyn Harmon <br />July 24, 2011#MissManners<br />
    2. 2. @katyaN4G @jocelynharmon @bigducksarah <br />
    3. 3.
    4. 4. Photo by: nikkobya<br />
    5. 5. Customer service is every way you interact with people<br />
    6. 6. Photo by: Dariva<br />
    7. 7. Could be the most amazing thing ever to engage people and advance our missions<br />
    8. 8. Instead it’s  broken:#1 reason peoplestop giving<br />
    9. 9. Photo by: Christopher Allan<br />
    10. 10. “trained hopelessness,”=people don’t complain<br />
    11. 11.
    12. 12.
    13. 13. Photo by: Nick Dolding<br />
    14. 14.
    15. 15.
    16. 16.
    17. 17. Social Norms<br />
    18. 18. Be Human<br />
    19. 19. Be Responsive<br />Photo by: Sot<br />
    20. 20. Reciprocate<br />
    21. 21. Be Honest<br />Photo by: Tooga<br />
    22. 22. Be Grateful<br />
    23. 23. Be Creative!<br />Photo by: Jasper White<br />
    24. 24. In the trenchesWWOWD?<br />
    25. 25. Don’t push your own agenda too hard or too fast<br />
    26. 26.
    27. 27.
    28. 28. Manage conflict directly and warmly<br />
    29. 29.
    30. 30.
    31. 31. Build community and celebrate its members<br />
    32. 32.
    33. 33.
    34. 34. Maintain your presence<br />
    35. 35.
    36. 36.
    37. 37.
    38. 38.
    39. 39. Share helpful content across channels<br />
    40. 40.
    41. 41.
    42. 42. Email thoughtfully<br />
    43. 43.
    44. 44.
    45. 45. Resources<br />“Influence: The Psychology of Persuasion” - Robert B. Cialdini<br />“Strategic Customer Service”- John A. Goodman<br />“The Trust Equation” - Steven Drozdeck and Lyn Fisher<br />“Trust-based Selling: Using Customer Focus and Collaboration to Build Long-Term Relationship”- Charles H. Green<br />
    46. 46. “Trust Agents” - Julian Smith & Chris Brogan <br />“Words that Work: It’s not what you say, it’s what people hear” - Frank Luntz<br />
    47. 47. Resources from Big Duck<br />Brandraising: How Nonprofits Raise Visibility and Money Through Smart Communications, Sarah Durhamwww.amazon.com<br />The Duck Call Blogwww.bigducknyc.com/blog<br />The Duck Pond E-newshttp://www.bigducknyc.com/DuckPondE-news<br />
    48. 48. Resources from Big Duck<br />bigducknyc.com/resources<br />
    49. 49. Resources from Care2<br />www.Care2.com is an online social action network with 16 million + members (75% are women!) who care about womens rights, environment and wildlife, international development and more.<br />We help nonprofits (like yours!) acquire new donors, members and advocacy supporters online.<br />Check our current nonprofit campaigns at www.thepetitionsite.com<br />Subscribe to our blog – www.frogloop.com<br />
    50. 50. Resources from Network for Good<br />Network for Good www.fundraising123.org<br />Katya’s Nonprofit Marketing Bloghttp://www.nonprofitmarketingblog.com/<br />Webinar: Thanks a Million: How to Thank Your Donors So They'll Come Back and Give Morehttp://www.fundraising123.org/files/NP911_011210_Transcript.pdf<br />
    51. 51. Reach us<br /> sarah@bigducknyc.com<br /> jocelynh@care2team.com <br />katya.andresen@networkforgood.org<br />
    52. 52. Discussion?<br />

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