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FOR THE LOVE OF VOLUNTEERS!
How do you choose the right technology to manage them?
Session: #17NTCvolunteerlove
Notes: http://po.st/17NTCvolunteerlove
LOREN DRUMMOND
DIGITAL CONTENT MANAGER
wta.org
KAREN UFFELMAN
PRINCIPAL & SENIOR STRATEGIST
percolatorconsulting.com
SALLY KLEINFELDT
DIRECTOR OF CONSULTING SERVICES
jazkarta.com
What we’re covering in this session
● What do you need?
● Off-the-shelf options
● Custom systems
● Case study
● Q&A
What do you need?
What do you have now?
Who needs/gets access?
Who are your stakeholders?
What questions should you ask them?
Customize or streamline your processes?
Budget and timeline?
Remember!
1. What do you have now?
2. Who will need to use it?
3. Who are the stakeholders to bring into the discussion?
4. What questions should you ask them?
5. Customize the system or streamline your internal processes?
6. Budget & timeline?
Off-the-shelf systems
Pros
No technical debt
Someone else owns the code and it’s their
responsibility, not yours
Low upfront investment (sometimes)
Your initial costs are likely to be much less
Grab & Go
Because you’re not building anything, off-the-shelf solutions mean you don’t have to wait
Access to training and documentation
Good volunteer management apps should include user documentation and many will also
provide training. You may also have access to user communities which can be great for
support.
Cons
You have to match your process to their features
There will always be compromise between your workflow and an off-the-shelf feature set
Ongoing costs may be higher
Depending on the platform you select, your ongoing license fees may constitute
significant expense
You aren’t in control
If your needs change, your option is to change to a new platform
(however, some app providers are responsive to market requests:)
Integration?
Your off-the-shelf solution may offer no integration with your
database/CRM (Constituent Relationship Management system).
Hidden costs of no integration
Some
off-the-shelf
examples
● Volunteers for Salesforce $
● Cervis $$
● Volunteer Hub $$
● Hands on Connect $$$
● Samaritan eRecruiter $$$
How much does it cost? It’s Free!
Will it integrate with my CRM? If you use Salesforce (comes with
NPSP)
Who uses it? 9,000+ organizations
What do you get?
● Customizable site.com calendaring that can be managed by volunteers
● Volunteer dashboards of historical and upcoming activities
● Volunteers can search by jobs, locations, times, and registration
● Language localization
How much does it cost? $300 - $1,800 annually
Will it integrate with my CRM? API, and also advertises
integrations with common nonprofit database platforms
Who uses it? Salvation Army, Feeding America, NPR radio stations
What do you get?
● Volunteer Application/Registration that integrates with your website
● Create Unlimited Events & Post Events Online
● Track Volunteer Interest Areas and Service Hours
● Customizable Event Sign-In Rosters
● Text/email messaging to volunteers
How much does it cost? $600 setup, $800 - $3,000 annually
Will it integrate with my CRM? One time setup fee for Blackbaud
integration
Who uses it? Humane Society, PAWS, St. Judes, Shriners
What do you get?
● Event-specific Entry Pages
● Virtual kiosk for volunteer self check-in
● Mobile-ready (ish)
● Text messaging to volunteers
How much does it cost? $2,500 - 10,000 annually
Will it integrate with my CRM? Salesforce
Who uses it? Habitat for Humanity, LA Works, Chicago Cares
What do you get?
● Customizable calendaring with jobs and activities
● Tiered privacy for volunteer opportunities and team management
● Social media integration
● Integrated with HandsOn Network
How much does it cost? 1st Year: $2,500 - $15,000
● Ongoing: $2,000 - $3,000 annually
● Addt’l $$ for more users and add-on features
Will it integrate with my CRM? API, Custom integrations
Who uses it? USO, Smithsonian Institution, State and Local Gov’ts
What do you get? A LOT: Designed to be an all in one CRM solution
● Front End: Volunteer portal, Surveys, Self-scheduling, Background checks
● Back End: Reporting, Emailing, Scheduling, Automation
● Support: Tiered customer support, Tiered discovery and customization
Are they all starting to blur together?
START WITH THESE QUESTIONS
REQUIREMENTS/BUDGET/FLEXIBILITY/INTEGRATION?
What are your
requirements?
Are you
flexible and
can you adjust
the way you
do things?
How important is
it that your
system
integrates with
your CRM?
What’s your
budget?
(short-term
and ongoing)
Remember!
Ready to go shopping?
● Ask to talk to references
● Watch demos
● Try out the systems
yourself - do a volunteer
stint with an organization
that uses the system
you’re interested in
Custom systems
Pros
Complete control
Focus on what matters to your organization
The power of integration
With a CRM, member portal, or another system
No ongoing license costs
You built it, you own it
Lower staff costs
Tailoring to your process increases efficiency
Cons
Significant up front investment
Custom solutions can be fairly expensive
Mistakes can be expensive
Beware of bad design decisions.
Maintenance costs
A custom system needs to be supported, tweaked, improved as you
learn from using it - BUT continuous improvement of your system,
your processes, your engagement strategy is a good thing
When do you need a custom system?
Unusual work
When do you need a custom system?
Need for integration
When do you need a custom system?
Existing custom system
What does expensive mean?
Low end: $0 - $10,000
Midrange: $10,000 - $100,000
High end: $100,000 - $500,000 or more
Factors that increase expense
Polished visual design
Ability to compromise
What
I
want
What
is simple
to build
?
?
Multi-team coordination or buy-in
Communications
IT
Board
Director
?
Membership
Data migration
Photo by Alan Bauer
How to control expenses
Thorough discovery
Flexible implementation
process
Remember!
Custom systems have many advantages
Custom systems can be expensive
Control costs with
- Good discovery
- Flexible implementation process
Case study
Our community
In 2016:
+ 4,700 volunteers
+ 150,000 hours
+ 240 trails
= $ 3.9 million
donated labor to
public lands
Leadership levels
● Green hat
● Orange hat
● Blue hats
Our community
What we had (in 1999)
Insert photo or graph (or screenshot)
How it grew
Insert photo or graph
Why we needed something custom
● We needed to create some efficiencies
(online and off)
● Our data culture matured
● We wanted to improve the volunteer experience
(in really specific ways)
● We wanted to empower our volunteer leadership
Budget
Pre-Discovery
Discovery
10 - 25% of project budget should go to discovery
(WTA spent 16% of their total phase 1 budget on Discovery)
What you should expect to cover during discovery:
● User requirements
● Architecture
● UX and visual design
UX Design
Importance of UX design
An expert should define how things work - for this project we worked with Ethical UX
Importance of designer-developer communication
Avoid surprises - have developers review wireframes and designers review user stories.
Flow diagrams
Chart complex functionality that goes from page to page.
Wireframes
Define blocks of content and functionality on a given page, without styling.
Platform choices
Too complicated, too messy
Too lightweight or complicated or expensive
Just right
One Size Fits All
Let’s build it!
Implementation
● 12 months, 22 iterations, 177 user stories, 903.5 story
points
● 1 WTA project owner
● 2-5 person WTA testing team
● 1 strategist
● 1 project manager
● 2-4 Salesforce developers
● 3-5 Python developers
● 1 UX designer
● 1 graphic designer
Timeline
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
January 13,
2015
January 18,
2016
Launch!
22 Development iterations
UX Design Visual Design & Theming
Data
Migr
TestingDiscovery
Your turn
Factors that increase expense
Polished visual design
Ability to compromise
Public-facing or internal
Feature variations
Multiple platforms
Multi-team coordination
Traffic
Generalized tool
Data migration
Unmaintained systems
Cross-organization buy-in
Surprise stakeholder
Pros
Complete control
The power of integration
No ongoing license costs
Lower staff costs
Cons
Significant up front investment
Mistakes can be expensive
Maintenance costs

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Manage Volunteers Right with the Right Tech

  • 1. FOR THE LOVE OF VOLUNTEERS! How do you choose the right technology to manage them? Session: #17NTCvolunteerlove Notes: http://po.st/17NTCvolunteerlove
  • 3. KAREN UFFELMAN PRINCIPAL & SENIOR STRATEGIST percolatorconsulting.com
  • 4. SALLY KLEINFELDT DIRECTOR OF CONSULTING SERVICES jazkarta.com
  • 5. What we’re covering in this session ● What do you need? ● Off-the-shelf options ● Custom systems ● Case study ● Q&A
  • 6. What do you need?
  • 7. What do you have now?
  • 9. Who are your stakeholders?
  • 10. What questions should you ask them?
  • 11. Customize or streamline your processes?
  • 13. Remember! 1. What do you have now? 2. Who will need to use it? 3. Who are the stakeholders to bring into the discussion? 4. What questions should you ask them? 5. Customize the system or streamline your internal processes? 6. Budget & timeline?
  • 15.
  • 16. Pros No technical debt Someone else owns the code and it’s their responsibility, not yours Low upfront investment (sometimes) Your initial costs are likely to be much less Grab & Go Because you’re not building anything, off-the-shelf solutions mean you don’t have to wait Access to training and documentation Good volunteer management apps should include user documentation and many will also provide training. You may also have access to user communities which can be great for support.
  • 17. Cons You have to match your process to their features There will always be compromise between your workflow and an off-the-shelf feature set Ongoing costs may be higher Depending on the platform you select, your ongoing license fees may constitute significant expense You aren’t in control If your needs change, your option is to change to a new platform (however, some app providers are responsive to market requests:) Integration? Your off-the-shelf solution may offer no integration with your database/CRM (Constituent Relationship Management system).
  • 18. Hidden costs of no integration
  • 19. Some off-the-shelf examples ● Volunteers for Salesforce $ ● Cervis $$ ● Volunteer Hub $$ ● Hands on Connect $$$ ● Samaritan eRecruiter $$$
  • 20. How much does it cost? It’s Free! Will it integrate with my CRM? If you use Salesforce (comes with NPSP) Who uses it? 9,000+ organizations What do you get? ● Customizable site.com calendaring that can be managed by volunteers ● Volunteer dashboards of historical and upcoming activities ● Volunteers can search by jobs, locations, times, and registration ● Language localization
  • 21. How much does it cost? $300 - $1,800 annually Will it integrate with my CRM? API, and also advertises integrations with common nonprofit database platforms Who uses it? Salvation Army, Feeding America, NPR radio stations What do you get? ● Volunteer Application/Registration that integrates with your website ● Create Unlimited Events & Post Events Online ● Track Volunteer Interest Areas and Service Hours ● Customizable Event Sign-In Rosters ● Text/email messaging to volunteers
  • 22. How much does it cost? $600 setup, $800 - $3,000 annually Will it integrate with my CRM? One time setup fee for Blackbaud integration Who uses it? Humane Society, PAWS, St. Judes, Shriners What do you get? ● Event-specific Entry Pages ● Virtual kiosk for volunteer self check-in ● Mobile-ready (ish) ● Text messaging to volunteers
  • 23. How much does it cost? $2,500 - 10,000 annually Will it integrate with my CRM? Salesforce Who uses it? Habitat for Humanity, LA Works, Chicago Cares What do you get? ● Customizable calendaring with jobs and activities ● Tiered privacy for volunteer opportunities and team management ● Social media integration ● Integrated with HandsOn Network
  • 24. How much does it cost? 1st Year: $2,500 - $15,000 ● Ongoing: $2,000 - $3,000 annually ● Addt’l $$ for more users and add-on features Will it integrate with my CRM? API, Custom integrations Who uses it? USO, Smithsonian Institution, State and Local Gov’ts What do you get? A LOT: Designed to be an all in one CRM solution ● Front End: Volunteer portal, Surveys, Self-scheduling, Background checks ● Back End: Reporting, Emailing, Scheduling, Automation ● Support: Tiered customer support, Tiered discovery and customization
  • 25. Are they all starting to blur together?
  • 26. START WITH THESE QUESTIONS REQUIREMENTS/BUDGET/FLEXIBILITY/INTEGRATION? What are your requirements? Are you flexible and can you adjust the way you do things? How important is it that your system integrates with your CRM? What’s your budget? (short-term and ongoing)
  • 27. Remember! Ready to go shopping? ● Ask to talk to references ● Watch demos ● Try out the systems yourself - do a volunteer stint with an organization that uses the system you’re interested in
  • 29.
  • 30. Pros Complete control Focus on what matters to your organization The power of integration With a CRM, member portal, or another system No ongoing license costs You built it, you own it Lower staff costs Tailoring to your process increases efficiency
  • 31. Cons Significant up front investment Custom solutions can be fairly expensive Mistakes can be expensive Beware of bad design decisions. Maintenance costs A custom system needs to be supported, tweaked, improved as you learn from using it - BUT continuous improvement of your system, your processes, your engagement strategy is a good thing
  • 32. When do you need a custom system? Unusual work
  • 33. When do you need a custom system? Need for integration
  • 34. When do you need a custom system? Existing custom system
  • 35. What does expensive mean? Low end: $0 - $10,000 Midrange: $10,000 - $100,000 High end: $100,000 - $500,000 or more
  • 39. Multi-team coordination or buy-in Communications IT Board Director ? Membership
  • 41. How to control expenses Thorough discovery Flexible implementation process
  • 42. Remember! Custom systems have many advantages Custom systems can be expensive Control costs with - Good discovery - Flexible implementation process
  • 45. In 2016: + 4,700 volunteers + 150,000 hours + 240 trails = $ 3.9 million donated labor to public lands
  • 46. Leadership levels ● Green hat ● Orange hat ● Blue hats
  • 48. What we had (in 1999) Insert photo or graph (or screenshot)
  • 49. How it grew Insert photo or graph
  • 50. Why we needed something custom ● We needed to create some efficiencies (online and off) ● Our data culture matured ● We wanted to improve the volunteer experience (in really specific ways) ● We wanted to empower our volunteer leadership
  • 53. Discovery 10 - 25% of project budget should go to discovery (WTA spent 16% of their total phase 1 budget on Discovery) What you should expect to cover during discovery: ● User requirements ● Architecture ● UX and visual design
  • 54. UX Design Importance of UX design An expert should define how things work - for this project we worked with Ethical UX Importance of designer-developer communication Avoid surprises - have developers review wireframes and designers review user stories. Flow diagrams Chart complex functionality that goes from page to page. Wireframes Define blocks of content and functionality on a given page, without styling.
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  • 60. Too lightweight or complicated or expensive
  • 64. Implementation ● 12 months, 22 iterations, 177 user stories, 903.5 story points ● 1 WTA project owner ● 2-5 person WTA testing team ● 1 strategist ● 1 project manager ● 2-4 Salesforce developers ● 3-5 Python developers ● 1 UX designer ● 1 graphic designer
  • 65. Timeline Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec January 13, 2015 January 18, 2016 Launch! 22 Development iterations UX Design Visual Design & Theming Data Migr TestingDiscovery
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  • 75. Factors that increase expense Polished visual design Ability to compromise Public-facing or internal Feature variations Multiple platforms Multi-team coordination Traffic Generalized tool Data migration Unmaintained systems Cross-organization buy-in Surprise stakeholder
  • 76. Pros Complete control The power of integration No ongoing license costs Lower staff costs
  • 77. Cons Significant up front investment Mistakes can be expensive Maintenance costs