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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.

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 Miss manners Presentation Transcript

  • Miss Manners
    Online Communication Etiquette
    Katya Andresen Sarah Durham Jocelyn Harmon
    July 24, 2011#MissManners
  • @katyaN4G @jocelynharmon @bigducksarah
  • Photo by: nikkobya
  • Customer service is every way you interact with people
  • Photo by: Dariva
  • Could be the most amazing thing ever to engage people and advance our missions
  • Instead it’s  broken:#1 reason peoplestop giving
  • Photo by: Christopher Allan
  • “trained hopelessness,”=people don’t complain
  • Photo by: Nick Dolding
  • Social Norms
  • Be Human
  • Be Responsive
    Photo by: Sot
  • Reciprocate
  • Be Honest
    Photo by: Tooga
  • Be Grateful
  • Be Creative!
    Photo by: Jasper White
  • In the trenchesWWOWD?
  • Don’t push your own agenda too hard or too fast
  • Manage conflict directly and warmly
  • Build community and celebrate its members
  • Maintain your presence
  • Share helpful content across channels
  • Email thoughtfully
  • Resources
    “Influence: The Psychology of Persuasion” - Robert B. Cialdini
    “Strategic Customer Service”- John A. Goodman
    “The Trust Equation” - Steven Drozdeck and Lyn Fisher
    “Trust-based Selling: Using Customer Focus and Collaboration to Build Long-Term Relationship”- Charles H. Green
  • “Trust Agents” - Julian Smith & Chris Brogan
    “Words that Work: It’s not what you say, it’s what people hear” - Frank Luntz
  • Resources from Big Duck
    Brandraising: How Nonprofits Raise Visibility and Money Through Smart Communications, Sarah Durhamwww.amazon.com
    The Duck Call Blogwww.bigducknyc.com/blog
    The Duck Pond E-newshttp://www.bigducknyc.com/DuckPondE-news
  • Resources from Big Duck
    bigducknyc.com/resources
  • Resources from Care2
    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.
    We help nonprofits (like yours!) acquire new donors, members and advocacy supporters online.
    Check our current nonprofit campaigns at www.thepetitionsite.com
    Subscribe to our blog – www.frogloop.com
  • Resources from Network for Good
    Network for Good www.fundraising123.org
    Katya’s Nonprofit Marketing Bloghttp://www.nonprofitmarketingblog.com/
    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
  • Reach us
    sarah@bigducknyc.com
    jocelynh@care2team.com
    katya.andresen@networkforgood.org
  • Discussion?