Re toronto 06.14.11


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Re toronto 06.14.11

  1. 1. RAISER’S EDGE USER GROUP T H E P R I N C E S S M A R G A R E T H O S P I TA L F O U N D AT I O N TORONTO, ON J U N E 1 4 , 2 0 1106/06/2011 1
  2. 2. INTRODUCTIONS & ICEBREAKER06/06/2011 2
  3. 3. GENERAL GUIDELINES • Today is meant to be a forum; the sharing of your ideas is critical. • Everyone’s input is equally valuable. • Listen to and learn from those around you. • Our role is to steer discussion, clarify points & facilitate input from all participants. • Take advantage of this time & enjoy yourself today!06/06/2011 3
  4. 4. AGENDA8:30 – 9:00 Registration, Coffee & Tea Networking9:00 – 9:15 Introductions & Icebreaker Tips & Techniques Presentation: presented by Eve Lacouture, The Kidney9:15 – 10:30 Foundation of Canada and Chris Geady, Blackbaud10:30 – 10:45 Break10:45 – 11:15 Poll the Experts11:15 – 12:15 Breakout groups – by job role12:15 – 1:00 Networking lunch1:00 – 1:15 Blackbaud News Update1:15 – 2:15 Breakout groups – by topic2:15 – 2:30 Summary/Dismissal2:30 – 2:45 Q&A/Conclusion Thought Leadership, There’s a Stat for That , & Internet Solutions Demos:2:45 – 3:45 Presented by Rachel Simon & Victoria Goins, Chris Geady, Blackbaud (optional) 06/06/2011 4
  5. 5. M A N A G I N G Y O U R R A I S E R ’ S E D G E D ATA B A S E E V E L A C O U T U R E , T H E K I D N E Y F O U N D AT I O N O F CANADA06/06/2011 5
  6. 6. MANAGING YOUR RAISER’S EDGE DATABASE • Document • Monitor • Keep it clean • Engage & train users • Review06/06/2011 6
  7. 7. DOCUMENT • Document your organization’s policies & procedures • Your standards & preferences • Your methods & logic • Have users commit to respecting the p&p • Update your policies & procedures • Keep users informed of your changes • Create quick how-to guidelines • Have a plan for training new users06/06/2011 7
  8. 8. MONITOR YOUR DATA • Use dashboards to check on data being added. • Use queries to find records with missing data06/06/2011 8
  9. 9. MONITOR YOUR DATA • Run duplicate reports – make sure to vary your criteria06/06/2011 9
  10. 10. MONITOR YOUR DATA • Find new potential Major Donors with no solicitor assignment • Reconcile with Finance on a regular basis • Document reconciliation process and problems • Post gifts06/06/2011 10
  11. 11. KEEP USERS ENGAGED • Have user check-ins on a regular basis • What takes the most time? • What’s difficult? • Sit & observe • Help with data entry • Train – yourself and your end-users06/06/2011 11
  12. 12. KEEP IT CLEAN • Inactivate Campaigns, Funds & Appeals on a regular basis – New list should be distributed • Delete static queries no longer in use • Delete extra copies of reports, mail tasks & exports • Mark records inactive based on your P&P • Mark In Memory tribute records as deceased • Purge06/06/2011 12
  13. 13. KEEP IT CLEAN • Raiser’s Edge tools can help: • Global add • Global change • Global delete • Global write-off • Use MS Excel™ to format data and use import to modify records06/06/2011 13
  14. 14. REVIEW • Conduct an annual database review: • Review your list of users & your security groups • Review your table entries • Review your attributes • Review Blackbaud Services • Seek-out contraband data and develop a plan to bring it back into the fold06/06/2011 14
  15. 15. MANAGING YOUR RAISER’S EDGE DATABASE To your calendars: - Set aside a little bit of time every week to manage your database - Schedule monthly end-user check-ins - Schedule an annual review of your database Keys to successful database management: - Security - Policies & procedures - Monitoring06/06/2011 15
  16. 16. BETTER DONOR RECOGNITION W H AT H A P P E N S A F T E R T H E G I F T C O M E S I N ? C H R I S G E A D Y, S O L U T I O N S C O N S U LTA N T06/06/2011 16
  17. 17. “First, I’ll need to see an audited statement of revenue and expenses.”06/06/2011 17
  18. 18. OVERVIEW • Why do donors give? • Building your stewardship program • Standard stewardship stuff • Going above and beyond • Other tips06/06/2011 18
  19. 19. WHY DO DONORS GIVE?• Through research to solve a problem, cure a disease or build knowledge• To encourage clients/students and provide financial support• To facilitate change• To fuel economic growth• To contribute to a happier, healthier, more productive society• To acknowledge achievement or love• Local, national or international in scope• Determine the motivation as part of your stewardship program.Source: Pro-active Stewardship, CCAE Canada06/06/2011 19
  20. 20. BUILDING YOUR STEWARDSHIP PROGRAM • Ask yourself: - What do your donors need and want from your organization? - Who are your top donors and what are your plans for them? - How do we use stewardship to increase donor retention and loyalty? • Considerations: - Include stewardship opportunities for all levels of donors (not just major/legacy donors) - Strive for high touch, high impact - Type and frequency of reports, correspondence, etc. - Design channels for donors that complain (why?) - Who is responsible for which tasks06/06/2011 20
  21. 21. SAMPLE STEWARDSHIP PROGRAM • Annual/Event Donors - Add to Silver Recognition Group (immediately) - eReceipt and Targeted TY Letter (1 week) - Quarterly eNewsletter (recurring) - Annual Report publication delivery (Current FY) • Major/VIP Donors - Add to Platinum Recognition Group (immediately) - eReceipt and Personal TY Letter (1 week) - Quarterly and Solicitor eNewsletter (recurring) - Follow-up phone call by Executive Director and Board Member (3-4 weeks) - Publish article about the gift (depending on level) in local media (2-3 mo.) - Donor Wall and Annual Report listing and publication delivery (Current FY) - Invitation to special media event (Current FY)06/06/2011 21
  22. 22. STANDARD PROGRAM ELEMENTS• Tax Receipt (required by CRA) (electronic or paper)• Thank you letters (electronic or paper)• Assignment to Recognition Levels/Groups/Circles (example: see right)• Donor Listings• Supporter Stories• Quarterly Newsletters, Annual Reports• Solicitor eNewsletters06/06/2011 22
  23. 23. RECOGNITION LEVELS • Two main ways to track recognition levels: 1. In the Constituent record, record the recognition level using: - Constituent Codes (easy to find, but limited fields/flexibility) - Actions (use specific Action Type) - Attributes (limited flexibility) - Prospect Ratings (requires Search module) 2. Outside the Constituent record - Set up Donor Categories in Configuration (needs to be based on dollar amounts) - Query (very flexible, nothing stored in Constituent record unless you use Global Add)06/06/2011 23
  24. 24. RECOGNITION LEVEL IN CONSTITUENT RECORD• Constituent Codes - Easy to filter/limit reports - Be careful about number of Constituent Code choices in dropdown• Actions - More fields than Constituent codes - Auto-Remind functionality creates great workflows!06/06/2011 24
  25. 25. RECOGNITION LEVEL OUTSIDE CONSTITUENT RECORD• Donor Categories - Forces your recognition levels to be dollar amount-based - Use Donor Category Report to obtain up-to-date lists - Filters: date, Const. Code, CFA’s, gift types, query - Amount Given is an optional column• Query - Use a Constituent query - Query results may be used in reports, exports, mail merges, Global Adds, etc.06/06/2011 25
  26. 26. NEWSLETTERS, ANNUAL REPORTS, SOLICITORS• Create an easy way to track recipients: - Track using Solicit Codes, Constituent Codes or Attributes• Allow the donor to manage their subscriptions by phone, mail or Internet - Internet is truly a self-service option - Blackbaud NetCommunity integrates directly with RE Constituent record!• Turn your solicitors into superstars, give them their own eNewsletter• One step further: keep staff informed with an internal communication/newsletter - Include internal stewardship stories not published in the quarterly newsletter06/06/2011 26
  27. 27. GOING ABOVE AND BEYOND • Profiling questions • Gift Announcements/Media Releases • Articles about gift in newsletters/publications • Special letters: condolence, congratulations • Special occasion cards (holiday, birthday, anniversary) • Invitations to donor/VIP stewardship events - Networking, Public/Media Relations • Information about how funds were used06/06/2011 27
  28. 28. PROFILING QUESTIONS• Ask supporters for information during solicitation/cultivation: - Interests - Communication Preferences (Language, Delivery Method) - Donor/Patient/Supporter Stories - Promotion Opportunities (Volunteer, Events, Major Prospect, etc.)• Store this information in the Constituent record: - Constituent Codes - Attributes - Module-specific areas - Other renamed fields06/06/2011 28
  29. 29. SPECIAL LETTERS• Send out letters directly from the Constituent record using the “Letters” menu• Letter names and content are completely configurable• Archive finished letters by clicking “Save this document as an action”• Each user may have a different list of letters06/06/2011 29
  30. 30. SPECIAL OCCASION CARDS • Examples: birthday, anniversary, holiday, etc. • Tracking (for individual events): - Use Action Reminders (can even do a mail merge on the spot) • Tracking (for mass lists): - You only need to track in the Constituent record if staff want to have individual control over who’s on the list. - Try to discourage this! Rather try to set criteria of who’s on the list, then you can use a query and avoid individual selection. Now you can use a query (much more automated and can be easily reused). - Use the query to feed a mail merge. Track the results using an Appeal (ie. Appeal tab in Constituent record). See next slide for more… - If it’s unavoidable then refer to “tracking on the Constituent record”)06/06/2011 30
  31. 31. TRACKING MASS MAILING USING APPEALS • Set up an Appeal record for each mass mailing. Add this appeal to the Appeals tab (in the Constituent record) when the mail/email is sent.06/06/2011 31
  32. 32. SPECIAL EVENTS – MEDIA RELATIONS• Publicize the event (if applicable). In order to get the word out, track media contacts. - (Constituent Code = Media, Relationship Contact Type = Media Contact) Improved Media More Donor Exposure Better Stewardship06/06/2011 32
  33. 33. STEWARDSHIP EVENTS – TIPS• Track invitee and attendee lists in event module• Use multi-channel communications: follow- up invitations by a follow-up phone call. Increases participation rate and donor loyalty (retention). - Track (and honour) donor communication preferences in Bio 1 tab: Solicit codes and DNC (in Phones/Email/Links)06/06/2011 33
  34. 34. HOW FUNDS ARE USED• How are you tracking/reporting this information right now?• Task someone to enter this information into selected Fund records (for general info) and selected Constituent/gift records for major/significant donations Can show up on TY letters and tax receipt• Publish the percentage of funds that go toward your mission on your website (specifically on the donation page)06/06/2011 34
  35. 35. EXERCISE – GROUP DISCUSSION • What does your stewardship program look like today? • What measures could you take to improve your program (without spending a lot of money)? • Would you cease any of your program components? Why?06/06/2011 35
  36. 36. TIPS• Start small. Start with one group of donors, analyze and see what happens.• Balance your time (equally) between stewardship and cultivation.• Automate (simple) stewardship processes as much as possible.• Use your Home Page to your best advantage.• Go green, save $. You may attract new donors just for doing it.• Why? – Save time for quality activities. – Improve donor retention.06/06/2011 36
  37. 37. ADDITIONAL RESOURCES • Pro-active Stewardship ( • Goals for the Major Gifts Officer ( • Donor Stewardship, Centre Point ( • Blackbaud Consulting and Training services06/06/2011 37
  38. 38. SUMMARY • Donors give for specific reasons. Determine this as part of your stewardship program. • Build a program that has different recognition/stewardship levels for different types of donors. • Balance your efforts between cultivation and stewardship equally. • Encourage the donor to be involved in determining the amount/frequency of communication/stewardship. They’re the star! • Be creative: donors are savvy and have “seen it all”. • Track as much of your stewardship activities in RE as possible. This promotes organizational intelligence.06/06/2011 38
  39. 39. THANK YOU!06/06/2011 39
  40. 40. BREAK06/06/2011 40
  41. 41. POLL THE EXPERTS06/06/2011 41
  42. 42. BREAKOUT SESSION BY JOB ROLE06/06/2011 42
  43. 43. BREAKOUT GROUPS• Group 1: Executive Director/Director of Development• Group 2: Information Technology/Information Systems• Group 3: Marketing/Communications• Group 4: Planned Gifts/Major Gifts/Researchers• Group 5: Database Administration 06/06/2011 43
  44. 44. GENERAL DISCUSSION QUESTIONS What issues do you find affect organizations like yours? What have you come up with to deal with these issues? What kinds of constituency groups (“segments”) do you have? Do you communicate differently with these groups? How so? What does your coding system look like? How is your office structured (what roles do you play, and what roles do others play)? What is the best “new idea” you or your staff has implemented at your organization? (It can relate to ANYTHING – a data entry best practice, a new marketing concept, an operational change…ANYTHING!) Have you found any ways to use Raiser’s Edge to get around a unique situation? What did you do? What optional modules do you use in the Raiser’s Edge? How do you use them?06/06/2011 44
  45. 45. NETWORKING LUNCH06/06/2011 45
  46. 46. B L A C K B A U D N E W S U P D AT E06/06/2011 46
  47. 47. 06/06/2011 RE User Group 47
  48. 48. 06/06/2011 48
  49. 49. BLACKBAUD LEARN TRAINING SUBSCRIPTION With Blackbaud Learn, you’ll be able to… • Save hours of time through more efficient use of your software • Train your entire staff – all for one low price • Keep employees happy, reducing turnover • Get training from the Blackbaud experts • Chose from live and prerecorded training to fit your schedule • Take classes according to your role – we’ll recommend them for you • Receive more than software training with strategy and best practice sessions • Choose from three tiers to best suit your needs: Learn Learn More Learn Everything06/06/2011 49
  50. 50. HEAR IT FROM OUR CUSTOMERS!“No matter what level of class , I always got at least one or two tips and tricks thathelped me do things better, faster, and more efficiently.I took 13 online classes and got something out of every one of them.” Krissy DeShelter Development Associate Family House, Inc. Keeping“Blackbaud Learn is a fantastic tool for any and all product customers.your staff well educated keeps your software running themost efficiently. With the three current pricing levels, any size organizationshould be able to find a fit that works for them.” Diane A Maidl Database Specialist School Sisters of Notre Dame06/06/2011 50
  51. 51. They saved $19,740 with a ® Blackbaud Learn training subscription! An arts and cultural nonprofit in California took $23,240 worth of training. But because Blackbaud Learn offers unlimited training for the entire staff, they only paid $3,500 for the subscription, for a total savings of $19,740.06/06/2011 51
  52. 52. BREAKOUT GROUPS BY TOPIC06/06/2011 52
  53. 53. BREAKOUT GROUPS• Group 1: Internet Strategy & eMarketing• Group 2: Queries, Reports, & Profiles in The Raiser’s Edge• Group 3: Database Management & Importing• Group 4: Analytics & Prospect Research 06/06/2011 53
  54. 54. T O P I C 1 : I N T E R N E T S T R AT E G Y A N D E - MARKETING06/06/2011 54
  55. 55. INTERNET STRATEGY AND E-MARKETING Do you have an email marketing strategy? Do you create personal, targeted messages based on specific segments? What information in Raiser’s Edge do you use for segmentation? Do you take online donations? How do you get the information into Raiser’s Edge? Do you send direct mail acknowledgements to online donors? What types of giving options do you provide online? How much of your overall fundraising comes through your website? Do you take online event registrations? What type of events? Have you seen an increase in participants by having an online registration? How does your website and email fit into your overall organization’s development efforts? What challenges do you have in building an internet strategy?06/06/2011 55
  57. 57. QUERIES IN THE RAISER’S EDGE What types of queries do you run most frequently? What kinds of giving queries do you create (cumulative giving, annual giving, etc.)? What techniques in query give you the most issues? What shortcuts have you found? How do you use output limits in query (random sampling)? What methods do you use to train others at your organization on query? What summary fields do you most frequently use (total given, average amount, pledge balance)? How else do you use Action queries, Gift queries, or other queries in your system? What queries do you have on your homepage? Do you use any change or clean-up queries?06/06/2011 57
  58. 58. REPORTS & PROFILES IN THE RAISER’S EDGE What reports do you run most frequently? How often do you run these reports? Which reports confuse you and why? Which reports have you found to be the most useful? Who has worked with Crystal Reports? What kinds of reports have you created using Crystal? Do you frequently create reports for others? What methods do you use for requests such as these? What methods have you found useful in training your colleagues to create their own reports? Do you use profiles? Who in your office uses them? What information do you find is most helpful on profiles? Do you use Pivot Reports or Dashboards? Give some examples.06/06/2011 58
  59. 59. T O P I C 3 : D ATA M A N A G E M E N T & I M P O R T I N G06/06/2011 59
  60. 60. DATA MANAGEMENT & IMPORTING Who uses Batch for gift entry? Who uses manual entry? Who must process updates/gifts from the Internet? What is your process like? How do you keep your data standards in check? Who has experience importing information? What types of imports do you do most frequently? How do you ensure that your records are regularly updated with accurate addresses, phone numbers, and emails? Who is using Action Tracks? What scenarios work well? How do you ensure clean and accurate information transfer between development entry and business office entry? What business rules are most effective for data entry or data maintenance at your organization? What methods do you have for keeping information clean? Policies and Procedures? Change queries? Global changes? Internal training? What are some of the different sources that you get data from? What is your process for getting that data into RE? What types of clean-up work is done to the file before and after an import? How long does this take? How confident are you about the integrity of the data you are importing? What is your acknowledgement/cultivation strategy for contacts or donors that are imported into RE? Is there any data you are currently not getting into RE because of a lack of time/resources?06/06/2011 60
  61. 61. T O P I C 4 : A N A LY T I C S & P R O S P E C T RESEARCH06/06/2011 61
  62. 62. ANALYTICS & PROSPECT RESEARCH An open discussion around best practices, ideas, and strategies, for large and small organizations, as they pertain to Prospect Research and Analytics. Upgrading annual & mid-level donors Major and Planned Donor prospecting and identification Tracking sensitive information in RE Segmenting your data beyond giving history (RFM) Research tools: What external sources are working, what’s not? What pieces of a prospects profile are most important to you, and why? Monthly donor conversion Finding the “hidden gems” in RE06/06/2011 62
  63. 63. THERE’S A STAT FOR THAT A Review of Fundraising and Internet Statistics06/23/2011 63
  64. 64. TODAY WE WILL…• Cut through the STATic (focus on the right numbers)• Demystify trends• Provide helpful information for strategic business decisions06/23/2011 64
  65. 65. MEET YOUR PRESENTERS Victoria Goins Rachel Simon06/23/2011 65
  66. 66. WHAT’S GOING ON OUT THERE? 1. Your supporters are online 2. Like a book, your website is being judged by its cover 3. Email is alive and well 4. The Aunt Mabel effect cannot be underestimated (peer to peer fundraising) 5. Traditional fundraising has evolved06/23/2011 66
  67. 67. YOUR AUDIENCE IS ONLINE 81% of households in Ontario have access to the Internet. And the number continues to grow.06/23/2011 67
  68. 68. EVERYONE MATTERS • 83% of Canadians 34 and under use the internet daily • It’s not just the young crowd - 66% of ages 65+ are online daily (compared to 46% in the US) • 97% of households with income of 87K+ are online06/23/2011 68
  69. 69. THEYRE NOT JUST SURFING THE WEB Online Giving is growing at a rate of 34.5% YOY 88% of organizations received an online gift of $1,000 or more in 201006/23/2011 69
  70. 70. SO WHAT’S THE POINT? • Your supporters are online • Your prospects are online • They are increasingly likely to give via the internet • Don’t miss out06/23/2011 70
  71. 71. F I R S T I M P R E S S I O N S M AT T E R06/23/2011 71
  72. 72. MAKING A FIRST IMPRESSION!06/23/2011 72
  73. 73. FIRST IMPRESSIONS MATTER Visitors will decide to stay or leave your website in 4 seconds or less.06/23/2011 73
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  77. 77. INTRODUCTIONS HELP! 87% of Internet users use search engines like Google to find information06/23/2011 77
  78. 78. PEOPLE WILL LOOK BEFORE THEY BUY 60% of donors visit a non- profit’s website before giving06/23/2011 78
  79. 79. MAKE THE MOST OF EVERY OPPORTUNITY Repeat giving for donors acquired through generic giving pages is 66.7% lower than for donors who give via charity-branded giving pages.06/23/2011 79
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  81. 81. SO WHAT’S THE POINT? Websites must : • Appeal and engage • Reflect your identity, brand, and mission • Serve your audience and its segments • Encourage visitors to take action06/23/2011 81
  82. 82. NOW, A WORD FROM OUR SPONSOR • Blackbaud has designed and implemented more than 4,600 nonprofit websites since 2000 • In-house design agency specializing in Blackbaud products • Over 70 years of combined design experience06/23/2011 82
  83. 83. EMAIL IS ALIVE AND WELL06/23/2011 83
  84. 84. A WIDELY ADOPTED MEANS OF COMMUNICATION 93% of internet users send or read email06/23/2011 84
  85. 85. VOLUME IS HIGH … 247 billion messages sent per day…More than 2.8 million emails are sent every second06/23/2011 85
  86. 86. ATTENTION IS SCARCE 12% of fundraising emails are opened06/23/2011 86
  87. 87. SUBJECT MATTERS Indirect subject lines had a 21% open rate, but only a 4% response rate. The direct subject line had an 18% open rate and an 18% response rate.06/23/2011 87
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  90. 90. DIRECT AND PERSONAL WORKS! Email campaigns drive 43% of the online revenue across all sectors of nonprofits06/23/2011 90
  91. 91. SO WHAT’S THE POINT? • Email is effective • There’s a lot of noise out there • Be timely, direct, and personal • Pay attention & respond accordingly06/23/2011 91
  92. 92. THE AUNT MABEL EFFECT CANNOT BE U N D E R E S T I M AT E D . ( P E E R TO P E E R F U N D R A I S I N G )06/23/2011 92
  93. 93. MEET AUNT MABEL06/23/2011 93
  94. 94. WHAT’S THE BIG DEAL? • More than $1.5 billion raised • More than 14 million individual participants • The average participant receives 7 donations and raises $420 • 50% of the people who donate to p2p causes say they did so “because a friend asked me to”06/23/2011 94
  95. 95. NO EVENT? NO PROBLEM!06/23/2011 95
  97. 97. SOCIAL MEDIA ISN’T A FAD06/23/2011 97
  98. 98. IT’S NOT JUST CHIT CHAT • Social media is the 4th most effective form of fundraising (ahead of direct mail!) • Integrated social media tools increased fundraising by as much as 40% • Average gift from Facebook and Twitter: $40 • Blackbaud Friends Asking Friends raised over $1.5 Million via Facebook & Twitter in 201006/23/2011 98
  99. 99. SO WHAT’S THE POINT? • Everyone has an Aunt Mabel (or 12) • Empowering supporters to fundraise on your behalf is an affordable, effective way to diversify fundraising methods • In p2p fundraising, social media channels are a critical factor for success06/23/2011 99
  100. 100. T R A D I T I O N A L F U N D R A I S I N G H A S E V O LV E D06/23/2011 100
  101. 101. DIRECT MAIL STILL WORKS • 76% of new donors are acquired by direct mail • 79% of all gifts came from direct mail • For people ages 65+, new donors joining by mail outweighed those joining online by 11%06/23/2011 101
  102. 102. DIRECT MAIL AND ONLINE WORK TOGETHER • From ages 18-64 years, new donors acquired online beats those acquired by mail • After three or four years, about half of all online- acquired donors are giving offline gifts and over 40% are giving exclusively offline, primarily through direct mail06/23/2011 102
  103. 103. AN INTEGRATED MULTICHANNEL STRATEGY IS CRITICAL We know what you’re thinking….“easier said than done!” (right?)06/23/2011 103
  104. 104. ANOTHER WORD FROM OUR SPONSOR • Blackbaud Summer School! • 5-part series focusing on key topics for nonprofits • Session 1: Integrated Fundraising presented by Ted Hart • Registration opens June 23rd !06/23/2011 104
  105. 105. HELPFUL RESOURCES FOR YOU06/23/2011 105
  106. 106. WHAT QUESTIONS DO YOU HAVE?06/23/2011 106
  107. 107. Q&A & CONCLUSION06/06/2011 107
  109. 109. QUESTIONS? F O R M O R E I N F O R M AT I O N : C O N TA C T Y O U R A C C O U N T M A N A G E R PHONE: 800.443.9441 EMAIL: SOLUTIONS@BLACKBAUD.COM06/06/2011 109
  110. 110. THANK YOU FOR JOINING US! P L E A S E R E M E M B E R TO T U R N I N Y O U R C O M P L E T E D E VA L U AT I O N F O R M S P E C I A L T H A N K S T O O U R H O S T: T H E P R I N C E S S M A R G A R E T H O S P I TA L F O U N D AT I O N06/06/2011 110