From OK to OMG: How to be an Extraordinary Planned Giving Professional - PPFA DOC Conference July 2012

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Whether your planned gift program is old or new, large or small, you can always improve upon your success. Join this session to assess your program to determine if there’s room to grow from good to …

Whether your planned gift program is old or new, large or small, you can always improve upon your success. Join this session to assess your program to determine if there’s room to grow from good to great, or assure yourself that your efforts are already exceptional because you have the donor interaction, strategic planning, and reporting already in place that puts you on top.

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  • 1. FROM O.K. TO OMG! H O W T O B E A N E X T R A O R D I N A RY P L A N N E D GIVING PROFESSIONALJuly 26, 2012 How to Be an Extraordinary Planned Giving Professional 1
  • 2. KATHERINE SWANK, J.D., SENIOR CONSULTANTYour Presenter: • Target Analytics (Blackbaud) since 2007 • Author and Frequent Presenter on Planned Giving, Major Gifts, Prospect Research and Industry Topics • Member, State Bar of Arizona; Drake University Law School • Over 20 years development officer and director, including • National healthcare, public broadcasting, law school • National Director of Planned Gifts $300M healthcare organization • Lead manager, $20 MM Capital Campaign; raised over $215 MM in career • 12 years as affiliate faculty for Regis University’s Masters in Global Nonprofit Leadership programJuly 26, 2012 How to Be an Extraordinary Planned Giving Professional 2
  • 3. OUR AGENDA Hallmarks of the “O.K.” Planned Giving Program The Most Effective Strategy Programs with the OMG! Factor Analytic Planned Giving Profiles Effective Marketing Stewardship Worth Recognizing Q&AJuly 26, 2012 How to Be an Extraordinary Planned Giving Professional 3
  • 4. “O.K.” PLANNED GIVING PROGRAMS Common elements and effective strategies for successful planned giving programsJuly 26, 2012 How to Be an Extraordinary Planned Giving Professional 4
  • 5. THREE “O.K.” ELEMENTS Written Record- #1 Strategy Goals & keeping • Personal Objectives • Track against Outreach and goals and Communi- • Personal cation activity objectives • Program • Report on a results regular basisJuly 26, 2012 How to Be an Extraordinary Planned Giving Professional 5
  • 6. WRITTEN GOALS & OBJECTIVESJuly 26, 2012 How to Be an Extraordinary Planned Giving Professional 6
  • 7. SETTING GOALS & OBJECTIVES • goal [ gōl ] aim: something that somebody wants to achieve - Visit in person … - Call a minimum of … - Close more than … - Discover a additional … • ob·jec·tive [ ob jéktiv ] based on facts: based on facts rather than thoughts or opinions - Increase by … - Track … - Analyze for … - Identify at least … - Report on the following schedule …July 26, 2012 How to Be an Extraordinary Planned Giving Professional 7
  • 8. PERSONAL OUTREACHJuly 26, 2012 How to Be an Extraordinary Planned Giving Professional 8
  • 9. EFFECTIVENESS RATES • Face-to-face visits are, by far, the most effective way to cultivate, close and steward planned gifts • Mail produces the smallest results, is the most time-consuming and is the most costly method Effective Rate of Activity Contacts Personal visits 30% Phone Conversations 20% Letter 5% - 10% Newsletter < 1%July 26, 2012 How to Be an Extraordinary Planned Giving Professional 9
  • 10. OUTREACH IS PROSPECT-CENTERED Face- to-face Peer- to- Phone Peer Prospect Letter EmailJuly 26, 2012 How to Be an Extraordinary Planned Giving Professional 10
  • 11. DESIGNING EFFECTIVE OUTREACH • Many reasons exist • Some are legitimate, others are artificial - Both are valid • Examples: - Loyalty milestone - Recent gift - “People like you” - Invitation - Follow-up from request for contact - Follow-up from a previous meetingJuly 26, 2012 How to Be an Extraordinary Planned Giving Professional 11
  • 12. THE PAYOFF IS MISSION FUNDING • You have a large qualified pool of planned giving prospects • Your ability to build relationships and solicit the appropriate planned gift with these constituents is the key factor in realizing as much of this potential as possible Prospect Average Total 2% of Total Pool Gift Amount Potential Potential 25% to 50% of your $50,000 $250,000,000 $5,000,000 database 5,000 for example 100 People NOTE: Does not represent any assumed period of timeJuly 26, 2012 How to Be an Extraordinary Planned Giving Professional 12
  • 13. REPORTINGJuly 26, 2012 How to Be an Extraordinary Planned Giving Professional 13
  • 14. WHAT TO REPORT & WHEN • Monthly - Personal and programmatic results - To supervisor • Quarterly - Programmatic results - To supervisor, organizational leaders including top development personnel, top management, top volunteer leadership - Summarize for all staff members • Annually - 1, 3, 5 and 10-year results and comparisons - To planned gift “shareholders” and prospectsJuly 26, 2012 How to Be an Extraordinary Planned Giving Professional 14
  • 15. MONTHLY • Year-to-date progress - Calls - Visits - Expectancies identified - Gifts closed • This year-to-last year comparisons • List of prospects/donors visited • List of donors identified/gifts closed • Other activities of importanceJuly 26, 2012 How to Be an Extraordinary Planned Giving Professional 15
  • 16. QUARTERLY • Quarter-to-date progress • This quarter-to-last year same quarter comparisons • The “Story of a Planned Gift” • Marketing results summarization - # sent - # returned - # qualified leads - # visits • Leads initiated from others in the organization • Summary of events held, upcoming eventsJuly 26, 2012 How to Be an Extraordinary Planned Giving Professional 16
  • 17. ANNUAL • Year-end results - Activity - Expectancies - Revenue - Marketing • 1, 3, 5 & 10-year growth and comparisons • Summarized trends • Legacy Society listings • Visuals and Stories • Impact of Planned GiftsJuly 26, 2012 How to Be an Extraordinary Planned Giving Professional 17
  • 18. USING NUMBERS THE RIGHT WAY• Provide financial information when it makes sense• Provides an understandable reason why you are asking to be notified• Use for thank-you, prospecting and stewardshipJuly 26, 2012 How to Be an Extraordinary Planned Giving Professional 18
  • 19. BRING YOUR REPORT TO LIFEJuly 26, 2012 How to Be an Extraordinary Planned Giving Professional 19
  • 20. “I’M O.K.!” CHECKLIST • #1 Strategy is personal outreach and communication  Use visits, events and phone as primary contact vehicle  Visit with a donor or prospect at least once a week • 1, 3, 5 & 10-Year Written Goals & Objectives  Personal activity benchmark and growth objectives  Program results benchmark and growth objectives • Record-keeping  Data, trends, activity, expectancies, marketing, revenue and outreach you will track  Date you will collect, purchase and appendJuly 26, 2012 How to Be an Extraordinary Planned Giving Professional 20
  • 21. EXTRAORDINARY PLANNED GIFT CHARACTERISTICSJuly 26, 2012 How to Be an Extraordinary Planned Giving Professional 21
  • 22. SIX ELEMENTS TO GET TO “OMG!” Become Outreach Use Gift Flexible Establish a is a Daily Data accept- Market- a Recog- Planned Activity Effective ance ing Plan nition Gift • Live your #1 -ly policies • 3-5 year and Donor Strategy • Save time in place plan Steward- • Adequate • Make your • Save • Written budget ship money own gift to • Collect the policies Program Planned • Gifts you Parenthood right data will accept • Equal in • Include your • Use • Gifts you importance other analytics will not to your charities of • Market the accept major gift importance right gift to stewardship • Who says the right components “ok”? peopleJuly 26, 2012 How to Be an Extraordinary Planned Giving Professional 22
  • 23. BECOME A PLANNED GIFT DONORJuly 26, 2012 How to Be an Extraordinary Planned Giving Professional 23
  • 24. MAKE YOUR OWN GIFT COMMITMENT FIRST • An expert on the • Bequest or codicil – Planned gifts that you can make with little or no cost: When you make your own legacy gift you become: topic when making or • An advocate for the updating your will gift vehicle, not a add your charitable solicitor gifts • A like-minded friend • Beneficiary to others who also designation for make and consider • Retirement account planned gifts • Life insurance • A living example • Bank accounts • A resourceJuly 26, 2012 How to Be an Extraordinary Planned Giving Professional 24
  • 25. D A I LY O U T R E A C HJuly 26, 2012 How to Be an Extraordinary Planned Giving Professional 25
  • 26. YOU CAN’T DO PLANNED GIVING EVERY SO OFTEN Prospect Pool Out- reach Closed GiftsJuly 26, 2012 How to Be an Extraordinary Planned Giving Professional 26
  • 27. EFFECTIVENESS RATES • Track your activity for a full quarter or longer • Calculate your own effectiveness rates Effective Rate of Activity Contacts Intentions/Closed Gifts ÷ # Personal visits People Visited Intentions/Closed Gifts ÷ # Phone Conversations People Called but Not Visited Intentions/Closed Gifts ÷ # Letter Targeted Letters Sent Intentions/Closed Gifts ÷ # Newsletter Newsletters MailedJuly 26, 2012 How to Be an Extraordinary Planned Giving Professional 27
  • 28. HUMAN NATURE • People give to people • Studies show that planned gifts are larger when cultivation and solicitation is done face-to-face • The closer the relationship, the larger the planned gift • Don’t discuss execution, discuss how people are improving their lives • Donors do not fund programs, they invest in results • People want to give what they are asked forJuly 26, 2012 How to Be an Extraordinary Planned Giving Professional 28
  • 29. SETTING YOUR PRIORITIES Number of Donors • If your goal is to uncover 25 existing, but unknown, legacy donors in a year’s time - That’s 1 every other week - Does your current activity support this goal? Average Gift Amount • If your goal is to move the average planned gift amount to $50,000 - What relationship needs to be in place to get this result? - Do you have other legacy givers at this level? - Look to the clues those donors provideJuly 26, 2012 How to Be an Extraordinary Planned Giving Professional 29
  • 30. WORK WISELY Phone Face-to- Calls Face VisitsJuly 26, 2012 How to Be an Extraordinary Planned Giving Professional 30
  • 31. SIMPLE PLANNED GIVER PROFILES B A S I C A P P L I C AT I O N S O F D ATAJuly 26, 2012 How to Be an Extraordinary Planned Giving Professional 31
  • 32. SINGLE VARIABLE ANALYSIS • Uses a single variable for descriptive purposes • You are already using single variable analyses • Averages, sum of values divided by observations • Medians, the middle value • Modes, most common value • Ranges, from lowest to highest • Why use them? • Provides data for comparative purposes • A simple methodology for understanding your databaseJuly 26, 2012 How to Be an Extraordinary Planned Giving Professional 32
  • 33. AGE ANALYSIS: MAJOR GIFTS • All major gift donors plotted by age for XYZ Organization • This example may/may not be true for Planned Parenthood • Plot for your own affiliate or nationally Major giving peaks around age 55 and declines dramatically by age 85July 26, 2012 How to Be an Extraordinary Planned Giving Professional 33
  • 34. AGE ANALYSIS: PLANNED GIFTS • All planned gift donors plotted by age for XYZ Organization • This example is normal for most organizations Planned giving peaks around age 68 and tends to stay active even into one’s 90sJuly 26, 2012 How to Be an Extraordinary Planned Giving Professional 34
  • 35. CLUSTER ANALYSIS • Grouping individuals of similar characteristics into respective categories • Way of taking a lot of data and grouping people into subsets in a meaningful way • Prizm, PersonicX, Niches are all pre-made cluster data overlays you can purchaseJuly 26, 2012 How to Be an Extraordinary Planned Giving Professional 35
  • 36. CLUSTERS ON DATABASE • Household level clusters • http://www.equifax.com/consumer/marketing/en_us • Group people by life stages - 26 Niches • How to use: • Append Equifax Niche Clusters to planned gift donors in fundraising database • Look at % of file that fell into each Niche • For one particular client we found that 76% of bequest intentions were in 7 NichesJuly 26, 2012 How to Be an Extraordinary Planned Giving Professional 36
  • 37. EXAMPLE Niche I – IRA Spenders Average age: 67 Average income: $91,000 Children in home: No Average home value: $146,000 Career: Retired Interests: Golf; Mail responsiveJuly 26, 2012 How to Be an Extraordinary Planned Giving Professional 37
  • 38. GROUP BEQUEST DONORS % of Bequest Donors in XYZ Organization’s Database Niche E All Other 8% Niches Niche I 24% 9% Niche M 14% Niche X 16% Niche N 12% Niche Y Niche S 9% 8%July 26, 2012 How to Be an Extraordinary Planned Giving Professional 38
  • 39. BEQUEST INTENTION CLUSTERS Applications of cluster data • Segment by known bequest intentions • For example, 76% of bequest donors are described by 7 of the 26 clusters • 29% of the non-bequest donors were also described by the same 7 clusters • Concentrate on the prospects who are included in 1 of the 7 clusters for bequest cultivation and solicitationJuly 26, 2012 How to Be an Extraordinary Planned Giving Professional 39
  • 40. BEQUEST INTENTION CLUSTERS Further applications of cluster data • Craft messages and images by cluster • Use clusters to segment responders by channel: • Direct mail • Telephone • Internet • Email • Personal solicitationJuly 26, 2012 How to Be an Extraordinary Planned Giving Professional 40
  • 41. ADVANCED DATA Complex Planned Giver Profiles • Statistically validated profiles of planned givers by organization and by a national view exist • You may be ready to move to more sophisticated modeling when: • National Model: • You have the time and ability to focus at least 75% of your time to meeting donors, making daily phone calls and can manage a comprehensive marketing plan • Will identify 25%-35% of your database as good prospects • Customized to your Affiliate: • You have identified several hundred planned gift donors on your database • Will identify 20%-30% of your database as high-match prospectsJuly 26, 2012 How to Be an Extraordinary Planned Giving Professional 41
  • 42. U S I N G E X T E R N A L D ATA F O R P L A N N E D GIVING PROGRAMSJuly 26, 2012 How to Be an Extraordinary Planned Giving Professional 42
  • 43. DATA IS ABUNDANT Planned Giving Marketing: Benchmarking and Beyond 2010 Bank of America - Merrill Lynch Study of High-Net-worth Households5-Year Historical Report on Planned Gifts atXYZ OrganizationMeasuring the Performance Multiple Realof Gift Planning Officers Properties ACGA 2009 Survey of Charitable Gift Annuities Giving USA 2012 The Case for Gift Planning: Analyzing the Cost to Raise a Planned Gift Dollar HH IncomeJuly 26, 2012 How to Be an Extraordinary Planned Giving Professional 43
  • 44. DATA USEFUL FOR PLANNED GIVING PROGRAMS • # of years • Home • Gifts to other Internal External Complex giving ownership organizations • Affiliation • Income • Evidence of • # of • Real Estate conservative relationships holdings financial • Giving • Property in behavior amount trust • Bequests/Charit able Gift • Age • Business Annuities • Class Year ownership • Evidence of • Major or • # of children aggressive Degree • Community financial • Volunteerism activism behavior • Charitable Remainder TrustsJuly 26, 2012 How to Be an Extraordinary Planned Giving Professional 44
  • 45. PLANNED GIVERS ARE GETTING YOUNGER • Recent studies have confirmed that the most appropriate audience for planned gift information is age 30-59 • The best ages to urge individuals to let you know about their planned gift is age 60 and older • Not everyone fits the mold thoughJuly 26, 2012 How to Be an Extraordinary Planned Giving Professional 45
  • 46. USE LIFE STAGES TO GUIDE MARKETING Age is One of the Most Important Data Points • 59% say they will • Cash donors to • Are current cash Ages 30-39 Ages 40-49 Ages 50-59 make a planned charity but may donors to charity gift have lowered • Are less inclined • Main reason they amount to consider a have not done so • Also say they will planned gift at this is because they make a planned life stage haven’t been gift but that they • Paying off debt asked to do it haven’t been • Thinking of the • Ethnic minorities asked to do it grandchildren are more • Consider 5-10% of • Marketing: abundant in this their estate an Bequests, group of future appropriate gift Beneficiary planned givers level Designation • Marketing: • Marketing: Form Gifts and Introduce to Bequests and Charitable planned gift Beneficiary Remainder concepts Designation Trusts Form Gifts * Stelter Donor Insight Report: Age Differences in Planned Giving, 2009July 26, 2012 How to Be an Extraordinary Planned Giving Professional 46
  • 47. USE LIFE STAGES TO GUIDE MARKETING Age is One of the Most Important Data Points • Are current cash donors to • Income is at its lowest Ages 70 and Older Ages 60-69 charity • Have received an inheritance • May have received an and plan on leaving one inheritance • Least likely to change their • Are familiar with the term estate plans or include a new “planned giving” charity in existing plans • More likely to leave estate to • More likely to leave estate to family and friends family and friends • Marketing: Bequests, • Marketing: Beneficiary Beneficiary Designation Designation Form Gifts, Form Gifts , Charitable Gift Immediate Charitable Gift Annuities for Parents and Annuities and Contingent Dependents and Deferred Gifts Charitable Gift Annuities • Urge this group to notify you of their planned gift, if one exists * Stelter Donor Insight Report: Age Differences in Planned Giving, 2009July 26, 2012 How to Be an Extraordinary Planned Giving Professional 47
  • 48. G I F T A C C E P TA N C E P O L I C I E SJuly 26, 2012 How to Be an Extraordinary Planned Giving Professional 48
  • 49. WHY YOU NEED GIFT ACCEPTANCE POLICIES Simplify Guide Lead donor Limit risk acceptance marketing discussionJuly 26, 2012 How to Be an Extraordinary Planned Giving Professional 49
  • 50. KEEP POLICIES CURRENT AND AVAILABLE Review annually • Know your organization’s objectives • Provide them to your leaders both paid and volunteer Make them easily available • Publish your gift acceptance policies on your website • In your annual report • As a report from the President or Executive Director Create a “Ways to Give Document” • Single-page summary of your policiesJuly 26, 2012 How to Be an Extraordinary Planned Giving Professional 50
  • 51. USE YOUR POLICIES TO GUIDE MARKETING • Focus on promoting the gifts from which you expect to receive the highest return - Maximize your chances for success - Target-market to your most likely prospect segmentsJuly 26, 2012 How to Be an Extraordinary Planned Giving Professional 51
  • 52. D E S I G N A M A R K E T I N G P L A N T H AT W O R K S FOR YOUJuly 26, 2012 How to Be an Extraordinary Planned Giving Professional 52
  • 53. PLANNED GIVING MARKETING RECOMMENDATIONS • Your marketing program should be consistent over a period of years - Localize your plan - Don’t expect others to know your needs • Marketing your desire to receive planned gifts can be on- going, with or without dedicated staff in place - Marketing plants a seed; people act on this information when they are at specific life stages - Do not expect immediate results; patience is a virtue - Both planned gift and major gift officers can reach out personally to ensure your top prospects are all cultivated and solicitedJuly 26, 2012 How to Be an Extraordinary Planned Giving Professional 53
  • 54. PLANNED GIVING MARKETING RECOMMENDATIONS Marketing informs, educates and motivates planned giving prospects who you cannot reach out to personally Create a comprehensive marketing program that uses all of the organization’s communication avenues available • Newsletters, Annual Report, Web site, Piggyback on annual giving vehicles where available Use targeted mailings or publications that promote planned giving opportunities to your top prospect pool • Personalized letter, Planned giving newsletter, Personalized e- blast, Planned giving web contentJuly 26, 2012 How to Be an Extraordinary Planned Giving Professional 54
  • 55. DONOR STORIES • Are among the most effective marketing tactics for garnering planned gift leads • Create interest and appeal • Tell simple stories, capture hearts • A few sentences can be powerful • Make it personal Focus on Your Message More examples can be found at www.leavealegacy.orgJuly 26, 2012 How to Be an Extraordinary Planned Giving Professional 55
  • 56. ASSESS MARKETING FOR THE RIGHT AUDIENCE • What segment(s) does this marketing piece appeal to? • What result are you seeking from it? • Does it meet the objectives of your program? • Are prospects responding to it? • What actual results do you have?July 26, 2012 How to Be an Extraordinary Planned Giving Professional 56
  • 57. SIMPLE MESSAGES WORK • Keep the message simple • Do not use technical language • It’s about why the legacy was made • Not how the gift was made • Nor the amount of the gift Key Marketing ConceptsJuly 26, 2012 How to Be an Extraordinary Planned Giving Professional 57
  • 58. TARGET PROSPECTS WITH A PERSONAL LETTER • Speak to one person • Use your experience or a donor’s • Ask a surviving family member • Ask service recipients for quotes • Discuss: • Why legacy giving is important • What the legacy gift will do • Ask for a response • Ask the reader to do something • Always provide a reply device How to Write a Personal LetterJuly 26, 2012 How to Be an Extraordinary Planned Giving Professional 58
  • 59. HOW TO GET MORE RESPONSES • Make the request for information simple and unintimidating • Use professional photo • Give direct contact information • Include your name, title and direct phone number • Collect prospect information and gift notifications • Do not require specific gift information at this point Give Donors a Reason to Contact YouJuly 26, 2012 How to Be an Extraordinary Planned Giving Professional 59
  • 60. ORGANIZATIONAL PUBLICATIONS • Get the same “place” each time • Use the same “ad” in multiple publications for consistency in MONTHLY PUBLICATION messaging Create a Few Standard Pieces BACK COVER OF QUARTERLY NEWSLETTER • Seek dedicated “internal inventory” so that you know the printing schedule and can plan your marketing Use Available PublicationsJuly 26, 2012 How to Be an Extraordinary Planned Giving Professional 60
  • 61. ACTIONS YOU CAN TAKE TODAY Gather your materials • Review the quality and quantity of return replies or requests for information that each produced • Take at look at the most successful ones to determine the motivators you used, the visuals you included, the story you told • Use these pieces again to verify their effectiveness • Get on other organizations’ mailing lists and e-blast lists - Find examples that move you Create a Gratitude Team and invite everyone to join • Board, committees, volunteers, program staff, etc. • Ask them to bring in planned giving pieces, mark them up and also to make “Thank you” calls to your highest rated planned gift prospects – you’ll engage and inform your insiders about planned gifts while they help you reach out!July 26, 2012 How to Be an Extraordinary Planned Giving Professional 61
  • 62. D E S I G N A M A R K E T I N G P L A N T H AT W O R K S FOR YOUJuly 26, 2012 How to Be an Extraordinary Planned Giving Professional 62
  • 63. THE ROLE OF STEWARDSHIP • If you consciously seek to steward loyal donors at lower gift amounts on a consistent basis you will already be cultivating your most likely pool planned giving prospects • Consider establishing a loyalty giving club, i.e. 10 years of giving, etc. - Don’t be too literal - consecutive year requirements may bypass great prospects - Look at donors who give more than half of the time, for instance 6 out of 10 yearsJuly 26, 2012 How to Be an Extraordinary Planned Giving Professional 63
  • 64. GOALS OF PROACTIVE STEWARDSHIP Provide a Welcome safe Identify Grow your Legacy environment more major current Givers to to come gift donors relationship the Family forward Imagine the results!July 26, 2012 How to Be an Extraordinary Planned Giving Professional 64
  • 65. LEGACY SOCIETIES • People don’t join recognition societies for the recognition • They join to be part of something bigger Why People JoinJuly 26, 2012 How to Be an Extraordinary Planned Giving Professional 65
  • 66. PUBLIC RECOGNITION AND STEWARDSHIP • Offer recognition that is appropriate for each donor • Thank you listings and Donor Stories • Some donors want to be anonymous or “almost anonymous” • Others want more Show the Impact of Planned GiftsJuly 26, 2012 How to Be an Extraordinary Planned Giving Professional 66
  • 67. “ O M G ! I ’ M E X T R A O R D I N A RY ! ” C H E C K L I S T • Make your own planned gift to Planned Parenthood • Daily Contact; 3-5 visits a week  85% activities support getting out of the office • Collect, Purchase and Analyze Data • Gift acceptance policies in place  Written policies  Annual review; easily distributed • 3 – 5 Year Marketing Plan  Using all communication avenue available to you  Marketing the right gift to the right people • Strong Recognition and Stewardship Program  Recognize the planned givers are the major givers; their timing is the only differenceJuly 26, 2012 How to Be an Extraordinary Planned Giving Professional 67
  • 68. SUMMARY & QUESTIONS Review your planned giving program for the 3 “OK!” elements Plan daily written, phone and in-person outreach Determine your planned gift prospect pool Plan to incorporate additional elements that transform you to “OMG!” Establish a consistent and comprehensive marketing plan Use stewardship to urge and motivate your “silent planned givers”July 26, 2012 How to Be an Extraordinary Planned Giving Professional 68
  • 69. CONTACT INFORMATION Thank You! Katherine Swank, J.D. Blackbaud, Inc. (Target Analytics group) 2000 Daniel Island Drive Charleston, SC 29492 (Katherine is located in Denver, CO) 843-670-7278 (Mountain Time Zone) katherine.swank@blackbaud.com Twitter: @KatherineSwank LinkedIn: http://www.linkedin.com/in/katherineswank More about Target Analytics @ http://www.blackbaud.com/targetanalyticsJuly 26, 2012 How to Be an Extraordinary Planned Giving Professional 69