Presented by:
Mike Johnston
Everything you wanted to
know about integrated
fundraising for the 21st
century - but were afr...
A virtual tour
• What is integrated
fundraising?
• Why do integrated
fundraising?
• What are donors telling
us? Generation...
Integrated Fundraising
• The use of multiple channels (online,
direct mail, telephone, mobile) to
support one another to r...
MULTI-CHANNEL Fundraising
• Why do it?
MULTI-CHANNEL Fundraising
• What are donors telling us –
two studies in Canada and
the US
6
© 2010 Convio, Inc.
Methodology
• Phase 1 – Focus Groups among Gen Y
and X donors, December 2009
• Phase 2 – Online Surv...
7
© 2010 Convio, Inc.
Generational Giving
$0.
$100.
$200.
$300.
$400.
$500.
$600.
$700.
$800.
$900.
$1,000.
$1,100.
$1,200...
8
© 2010 Convio, Inc.
Mobile Habits
49% Mobile ONLY phone
32% Mobile primary
42% Facebook Mobile app
53% Texters
Defining ...
9
© 2010 Convio, Inc.
Defining Values
Peer-motivated
Support random, emotional
Time vs. money
Online connection
Value
• Si...
10
© 2010 Convio, Inc.
Defining Values
Giving more planned
Efficiency/overhead concerns
2-in-10 retired
Value
• Largest co...
11
© 2010 Convio, Inc.
Defining Values
Pre-meditated giving Loyal
But guarded
Scrutiny
Value
• Largest annual contribution...
12
© 2010 Convio, Inc.
GEN Y GEN X BOOMERS MATURES
48% 57% 52% 48%
26% 43% 54% 77%
28% 35% 32% 30%
29% 35% 31% 25%
22% 28%...
13
© 2010 Convio, Inc.
52%
41%
28%
22%
15%
8%
Peer to
Peer
Mail
Email
Social
Media
Phone
Text
Solicitation Channel Appropr...
14
© 2010 Convio, Inc.
Heard a lot,
57%
Heard some,
20%
23%
Yes No
Awareness of Haiti Text-to-Donate
77% total
Heard a lot...
15
© 2010 Convio, Inc.
Gen Y
Mainstream media 27%
Word of mouth 22%
School 18%
Peer to peer event 14%
Gen X
Mainstream med...
16
© 2010 Convio, Inc.
Direct donation 42% Attended event 19%
Visited website 27% Promoted to others 15%
Donated goods 23%...
17
© 2010 Convio, Inc.
68%
28%
23%
13%
12%
12%
8%
7%
6%
Donate directly charity
Donate goods (clothing, food)
Visit their ...
18
© 2010 Convio, Inc.
41% 45%
55%
66%
12%
12%
7%
6%
18% 13%
13%
10%16% 18% 17%
11%7% 4% 2% 1%
Gen Y Gen X Boomers Matures...
19
© 2010 Convio, Inc.
Donations plans to top charity next year
Future Giving
31%
46%
4%
19%
24%
48%
4%
24%
17%
54%
2%
27%...
20
© 2010 Convio, Inc.
21
© 2010 Convio, Inc.
Some Canadian
Comparisons
• For Canadian
organisations – and
US organisation
that fundraise in
Cana...
22
© 2010 Convio, Inc.
Channel
Comparison
22
5%
8%
14%
14%
20%
26%
27%
31%
49%
52%
2%
3%
14%
17%
18%
31%
39%
33%
23%
59%
S...
23
© 2010 Convio, Inc.
How much do people
give?
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%
< $100 $100-$499 > $500
24
© 2010 Convio, Inc.
Monthly Giving
Comparison
24
0%
5%
10%
15%
20%
25%
30%
Gen Y Gen X Boomers Civics
Always Check Website Before
Donation
1/30/2015 25
19%
11%
6%
8%
16%
14%
12%
7%
25%
24%
19%
14%
21%
25% 25%
22%
14%
21%
33%...
Email Address
Collection
1/30/2015 26
Promote Causes Through
Email & Social Networks?
1/30/2015 27
28
© 2010 Convio, Inc.
How do donors first engage?
• Across all generations, in the US and
Canada – mainstream media is th...
29
© 2010 Convio, Inc.
Fundraising is profoundly
multichannel and multi-
level
30
© 2010 Convio, Inc.
Traditional donor
databases are dinosaurs
But what kind of dinosaur
depends on your channel
combinations…
32
© 2010 Convio, Inc.
Remove the
silos within your
organization
One organization’s goal to
better integrate online and
offline fundraising:
A new staff person is being
put into the fundr...
Success Factors for Transforming an
online and integrated fundraising
operation
• Strategic and Tactical development
– Int...
35
© 2010 Convio, Inc.
Direct mail and
telemarketing
need to evolve
Web Triggers Direct Mail Response
When you received a mail solicitation from a charity,
which of the following places on t...
If 37% of direct mail donors...
Press Advertisement
38
Cross-channel integration
Magazine Advertisement
Direct Mail integration
(coordinating messaging)
There were three test cells:
1. Received only mailing
2. Received email b...
Direct Mail integration
(coordinating messaging)
Pre-DM
Direct Mail integration
(coordinating messaging)
Post-
DM
Direct Mail integration
(coordinating messaging)
107
172
196
0
20
40
60
80
100
120
140
160
180
200
Received only
mailing
R...
43
Paper catalogue in support of
an online symbolic giving
campaign…
In 2005, an online only symbolic gift
catalogue was i...
Giving Year Giving Channel Number of Donors Percentage
2007/2008
Mail GTM Specific
3176
Tracking specifically these 3176 M...
New York Public Library:
cross channel acquisition
One segment of advocates we’re mailed before the end of the year to ask...
Putting direct mail and online together
makes money...
An email was sent along with
some of the direct mail
packages
Avera...
47
© 2010 Convio, Inc.
Word of
mouth is
critical
If traditional media is driving a
prospective donor to your web
site…are you ready?
What happens when the online
prospective donors are called?
• 30% Positive response
• Annual average per donor: $130.00
• ...
Banners and Pop ups through paid media...
• NGO web sites
• Sports
• Women and family sites
International
Development NGO
...
51
© 2010 Convio, Inc.
Social networks
are important and
still evolving
2009 was about learning Social
Media. 2010 and 2011 will be
about figuring out how to use it
well – especially through
int...
And of course…what
about social media!
Greenpeace Chile
• Outbound calling for warm leads
– 1,510 calls (May-December 2009)
• Inbound calling for warm leads
– 50...
55
© 2010 Convio, Inc.
Boomers and Gen X hold
significant value
Cycle event for health related
charity – raising millions of
dollars per year
Gen X, Gen Y, and Boomers
are the leaders in...
And what happens when you use
cross channel to increase the
value of those Gen Xers and
Boomers?
$722.18
$920.09
$-
$100
$...
58
© 2010 Convio, Inc.
Mobile’s time
is coming
One million text leads in 51
days.
What do you do with 800,000 new contacts?
You knock down some walls to make room for
another channel…
9.65% conversion
to ...
Gaza conflict early 2009: Save the
Children ran National press campaign -
text support for a ceasefire.
Call to action – t...
62
© 2010 Convio, Inc.
Content is king
Proprietary and Confidential
• tracking the impact that sites like Facebook
make to fundraising and campaigning
As a fundraiser they
received…
• Field Blogs
– Personal reflections
and anecdotes from
actual MSF field staff
who lived an...
hjcProprietary & Confidential 68
It seems to work!
• It raised 20% over
it’s goal
• It even received
an online $50,000
donation!
70
© 2010 Convio, Inc.
Use the whole
donor pyramid
Online will be increasingly
important for major gifts and
legacy giving
Country Legacies
revealed
Legacy leads
Canada 15 103
Canada 22 232
United States 52 164
Mexico 9 1,043
Four Legacy Online ...
In the end, is it all
worth it?
Offline w/ No
Email
Offline w/
Email
Online Only Online/Offline
Value/Donor $43 $54 $57 $1...
Creating an integrated
schedule might be the
place to start...
What have I learned about making
integrated fundraising and
campaigning work?
1. Get buy-in at the senior level
2. Have de...
76
© 2010 Convio, Inc.
Questions?
Everything you wanted to know about integrated fundraising for the 21st century but were afraid to ask!
Everything you wanted to know about integrated fundraising for the 21st century but were afraid to ask!
Everything you wanted to know about integrated fundraising for the 21st century but were afraid to ask!
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Everything you wanted to know about integrated fundraising for the 21st century but were afraid to ask!

  1. 1. Presented by: Mike Johnston Everything you wanted to know about integrated fundraising for the 21st century - but were afraid to ask!
  2. 2. A virtual tour • What is integrated fundraising? • Why do integrated fundraising? • What are donors telling us? Generations… • How do we get more out of our traditional, older donors? • How do we get more from younger donors? • We will cover case studies from Chile, France, Canada, US, UK, Spain, Argentina, Australia and Mexico
  3. 3. Integrated Fundraising • The use of multiple channels (online, direct mail, telephone, mobile) to support one another to raise more money and build better donor relationships • The connection of all channels with all different ways to give e.g up and down the donor pyramid
  4. 4. MULTI-CHANNEL Fundraising • Why do it?
  5. 5. MULTI-CHANNEL Fundraising • What are donors telling us – two studies in Canada and the US
  6. 6. 6 © 2010 Convio, Inc. Methodology • Phase 1 – Focus Groups among Gen Y and X donors, December 2009 • Phase 2 – Online Survey of 1500+ US Donors, January 2010
  7. 7. 7 © 2010 Convio, Inc. Generational Giving $0. $100. $200. $300. $400. $500. $600. $700. $800. $900. $1,000. $1,100. $1,200. 30% 40% 50% 60% 70% 80% 90% % Giving Totalannualgiving Boomers:50-64 Gen X: 35-49 Matures: 65+ Gen Y: 18-34 58% Give 35.9M donors $796 yr/avg 4.2 charities $35.9 B/yr 56% Give 28.5M donors $341 yr/avg 3.6 charities $9.7B/yr 67% Give 52.2M donors $901 yr/avg 5.2 charities $47.1 B/yr 79% Give 30.8M donors $1066 yr/avg 6.3 charities $32.7 B/yr
  8. 8. 8 © 2010 Convio, Inc. Mobile Habits 49% Mobile ONLY phone 32% Mobile primary 42% Facebook Mobile app 53% Texters Defining Values Time to give back What’s in it for me? Online connection Social Media Habits (% doing regularly) 70% 49% 25% 16%Value • Size • Lifetime value • Lower cost appeals • Active supporters/promoters BUT • Require multichannel appeals • Tracking difficult More on Gen Y
  9. 9. 9 © 2010 Convio, Inc. Defining Values Peer-motivated Support random, emotional Time vs. money Online connection Value • Size of gifts to top charities • Lifetime value • Lower-cost appeals • More than dollars • Viral promoters • Most Educated, Higher Income BUT • Harder to secure Social Media Habits (% doing regularly) 56% 30% 13% 11% 11% Mobile Habits 28% Mobile ONLY phone 37% Mobile is primary 27% Facebook mobile app 40% Texters More on Gen X
  10. 10. 10 © 2010 Convio, Inc. Defining Values Giving more planned Efficiency/overhead concerns 2-in-10 retired Value • Largest cohort • Size and dollars • Income Tech/Media Profile 29% Facebook (reg) (60% Total) 17% Texters 47% E-newsletters 55% Bank online 33% Shop online More on Boomers
  11. 11. 11 © 2010 Convio, Inc. Defining Values Pre-meditated giving Loyal But guarded Scrutiny Value • Largest annual contributions • Greater # of groups • Tracking/Direct mail responsive BUT • Smallest cohort and shrinking • Less open to new appeals Tech/Media Profile 17% Facebook (reg) (50% Total) 5% Texters 48% E-newsletters 57% Bank online 34% Shop online More on Matures
  12. 12. 12 © 2010 Convio, Inc. GEN Y GEN X BOOMERS MATURES 48% 57% 52% 48% 26% 43% 54% 77% 28% 35% 32% 30% 29% 35% 31% 25% 22% 28% 28% 31% 22% 22% 27% 35% 25% 27% 17% 12% 8% 10% 16% 25% 11% 17% 14% 11% 14% 13% 4% 2% 9% 6% 4% 2% % donated this way in last 2 years (total) 52% 49% 32% 31% 27% 26% 20% 14% 14% 8% 5% Checkout Donation Check by Mail Gift Shop Website Fundraising Event Honor/Tribute Gift Third Party Vendor Phone Monthly Debit Mobile/Text Social Networking Site Giving Channels Emerging Channel
  13. 13. 13 © 2010 Convio, Inc. 52% 41% 28% 22% 15% 8% Peer to Peer Mail Email Social Media Phone Text Solicitation Channel Appropriateness (From charities/nonprofits with established relationship) % say appropriate solicitation channel (rank ordered by very important –blue) TOTAL GEN Y GEN X BOOMER MATURE 84% 87% 89% 82% 76% 77% 77% 79% 74% 77% 65% 76% 69% 60% 51% 47% 69% 60% 38% 17% 42% 51% 42% 39% 34% 23% 38% 25% 16% 13%
  14. 14. 14 © 2010 Convio, Inc. Heard a lot, 57% Heard some, 20% 23% Yes No Awareness of Haiti Text-to-Donate 77% total Heard a lot Gen Y: 60% Gen X: 64% Boomers: 52% Matures: 50% Seen/heard anything recently about making a donation via text for earthquake relief in Haiti?
  15. 15. 15 © 2010 Convio, Inc. Gen Y Mainstream media 27% Word of mouth 22% School 18% Peer to peer event 14% Gen X Mainstream media 24% Word of mouth 18% Mail 16% Peer to peer event 11% Work/job 11% Product purchase 11% Boomers Mainstream media 28% Mail 19% Word of mouth 16% Work/job 11% Matures Mail 35% Mainstream media 24% Word of mouth 18% 52% first learned childhood Average time support: 4 yrs 68% first learned 30’s+ Average time support: 15 yrs 32% first learned childhood Average time support: 7 yrs 55% first learned 30’s+ 24% childhood, 21% y adult Average time support: 13 yrs Awareness (top charity)
  16. 16. 16 © 2010 Convio, Inc. Direct donation 42% Attended event 19% Visited website 27% Promoted to others 15% Donated goods 23% Volunteered 15% Direct donation 51% Attended event 18% Donated good 28% Volunteered 16% Visited website 19% Direct donation 61% Donated goods 25% Attended an event 13% Direct donation 71% Donated goods 26% Attended an event 13% Gen Y Gen X Boomers Matures First Engagement
  17. 17. 17 © 2010 Convio, Inc. 68% 28% 23% 13% 12% 12% 8% 7% 6% Donate directly charity Donate goods (clothing, food) Visit their website Volunteer Support friend walk/run/etc Promote them online Fundraise Participate in walk/run/event Advocacy campaigns Engagement Today GEN Y GEN X BOOMERS MATURES 50% 66% 76% 81% 26% 30% 30% 23% 34% 23% 20% 13% 14% 17% 11% 7% 16% 13% 11% 6% 19% 14% 9% 5% 13% 8% 7% 4% 13% 9% 5% 3% 8% 9% 5% 2%
  18. 18. 18 © 2010 Convio, Inc. 41% 45% 55% 66% 12% 12% 7% 6% 18% 13% 13% 10%16% 18% 17% 11%7% 4% 2% 1% Gen Y Gen X Boomers Matures “Making a Difference” Where do you think you can make the most difference with (top charity)? Money Volunteer Donate goods Spread word Fundraise
  19. 19. 19 © 2010 Convio, Inc. Donations plans to top charity next year Future Giving 31% 46% 4% 19% 24% 48% 4% 24% 17% 54% 2% 27% 8% 61% 3% 28% Increase Same Decrease DK Gen Y Gen X Boomers Matures
  20. 20. 20 © 2010 Convio, Inc.
  21. 21. 21 © 2010 Convio, Inc. Some Canadian Comparisons • For Canadian organisations – and US organisation that fundraise in Canada there are some important differences and similarities you should know.
  22. 22. 22 © 2010 Convio, Inc. Channel Comparison 22 5% 8% 14% 14% 20% 26% 27% 31% 49% 52% 2% 3% 14% 17% 18% 31% 39% 33% 23% 59% Social Networking Site Mobile/Text Phone Monthly Debit Third Party Vendor Honor/tribute Gift Fundraising Event Website Mailed gift Checkout Donation
  23. 23. 23 © 2010 Convio, Inc. How much do people give? 0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50% < $100 $100-$499 > $500
  24. 24. 24 © 2010 Convio, Inc. Monthly Giving Comparison 24 0% 5% 10% 15% 20% 25% 30% Gen Y Gen X Boomers Civics
  25. 25. Always Check Website Before Donation 1/30/2015 25 19% 11% 6% 8% 16% 14% 12% 7% 25% 24% 19% 14% 21% 25% 25% 22% 14% 21% 33% 42% 0% 5% 10% 15% 20% 25% 30% 35% 40% 45% Gen Y Gen X Boomers Matures Perfectly Very well Pretty well Not too well Not well at all
  26. 26. Email Address Collection 1/30/2015 26
  27. 27. Promote Causes Through Email & Social Networks? 1/30/2015 27
  28. 28. 28 © 2010 Convio, Inc. How do donors first engage? • Across all generations, in the US and Canada – mainstream media is the first channel through which the donor becomes engaged • Word of mouth is the next most important channel • Consistent across US and Canada
  29. 29. 29 © 2010 Convio, Inc. Fundraising is profoundly multichannel and multi- level
  30. 30. 30 © 2010 Convio, Inc. Traditional donor databases are dinosaurs
  31. 31. But what kind of dinosaur depends on your channel combinations…
  32. 32. 32 © 2010 Convio, Inc. Remove the silos within your organization
  33. 33. One organization’s goal to better integrate online and offline fundraising: A new staff person is being put into the fundraising department who will coordinate ALL web related activities They will report to the Director of Advancement – Fundraising But this can only happen with the buy-in of the CEO
  34. 34. Success Factors for Transforming an online and integrated fundraising operation • Strategic and Tactical development – Integrated multi-channel approach • Alignment of structure, culture and skills with strategy
  35. 35. 35 © 2010 Convio, Inc. Direct mail and telemarketing need to evolve
  36. 36. Web Triggers Direct Mail Response When you received a mail solicitation from a charity, which of the following places on the Internet do you look at before deciding whether to give money All respondents 2005 2008 Look up 25% 44% Do not look up 61% 47% Don’t know/none 13% 10% 2005 2008 Org’s web site 19% 37% Independent rating organization 11% 24% Online discussion group 3% 10% Blogs 2% 8% NPT Research: 1,000 calls
  37. 37. If 37% of direct mail donors... Press Advertisement
  38. 38. 38 Cross-channel integration Magazine Advertisement
  39. 39. Direct Mail integration (coordinating messaging) There were three test cells: 1. Received only mailing 2. Received email before the mailing 3. Received email after the mailing
  40. 40. Direct Mail integration (coordinating messaging) Pre-DM
  41. 41. Direct Mail integration (coordinating messaging) Post- DM
  42. 42. Direct Mail integration (coordinating messaging) 107 172 196 0 20 40 60 80 100 120 140 160 180 200 Received only mailing Received email before the mailing Received email after the mailing DM Integration (with email) # of petition signers (in hundreds) # of donations Response rate (%) Average Donation (euros) ROI
  43. 43. 43 Paper catalogue in support of an online symbolic giving campaign… In 2005, an online only symbolic gift catalogue was introduced, it raised approximately $48,000 in its first year. The second year, a simple catalogue was sent to direct mail donors in November of 2006 introducing them to the symbolic giving catalogue. It was sent to approximately 10,000 donors and raised an additional $74,180.00 And a comparison of Nov 05 dm donors receiving a holiday appeal without a catalogue the month before vs. the 06 donors who received the catalogue showed a $15,000 reduction in income vs. $74,180 increase – for $59,180 net return on more integrated offline/online approach
  44. 44. Giving Year Giving Channel Number of Donors Percentage 2007/2008 Mail GTM Specific 3176 Tracking specifically these 3176 Mail 07/08 GTM donors by channel in 08/09 2008/2009 Online GTM specific 39 1.23% Mail GTM Specific 1073 33.78% combined both channels GTM specific 1112 35.01% Giving Year Giving Channel Number of Donors Percentage 2007/2008 Online GTM Specific 400 Tracking specifically these 400 online 07/08 GTM donors by channel in 08/09 2008/2009 Online GTM specific 146 36.50% Mail GTM Specific 16 4.00% GTM Specific - both mail online and mail 162 40.50%
  45. 45. New York Public Library: cross channel acquisition One segment of advocates we’re mailed before the end of the year to ask for a gift supporting essential services at the Library. 3.24% direct mail response rate $59 direct mail average gift Average response on prospecting packages 0.30%
  46. 46. Putting direct mail and online together makes money... An email was sent along with some of the direct mail packages Average gift • DM only = $49 • DM and email = $105
  47. 47. 47 © 2010 Convio, Inc. Word of mouth is critical
  48. 48. If traditional media is driving a prospective donor to your web site…are you ready?
  49. 49. What happens when the online prospective donors are called? • 30% Positive response • Annual average per donor: $130.00 • 94% monthly donors • ROI 1:2
  50. 50. Banners and Pop ups through paid media... • NGO web sites • Sports • Women and family sites International Development NGO • 25% Positive response • Annual average per donor: $135 dollars • 92% monthly donors • ROI 1:3
  51. 51. 51 © 2010 Convio, Inc. Social networks are important and still evolving
  52. 52. 2009 was about learning Social Media. 2010 and 2011 will be about figuring out how to use it well – especially through integrated marketing.
  53. 53. And of course…what about social media!
  54. 54. Greenpeace Chile • Outbound calling for warm leads – 1,510 calls (May-December 2009) • Inbound calling for warm leads – 503 people filled the form • Result –10% conversion – 193 people converted to paid monthly donors
  55. 55. 55 © 2010 Convio, Inc. Boomers and Gen X hold significant value
  56. 56. Cycle event for health related charity – raising millions of dollars per year Gen X, Gen Y, and Boomers are the leaders in this fundraising endeavour.
  57. 57. And what happens when you use cross channel to increase the value of those Gen Xers and Boomers? $722.18 $920.09 $- $100 $200 $300 $400 $500 $600 $700 $800 $900 $1,000 Not Called Called AverageRevenue($) Action Taken Yoga In Motion Impact of Calling Participants Avg. Revenue Per Participant Up 27.4%
  58. 58. 58 © 2010 Convio, Inc. Mobile’s time is coming
  59. 59. One million text leads in 51 days.
  60. 60. What do you do with 800,000 new contacts? You knock down some walls to make room for another channel… 9.65% conversion to monthly giving: 15,388 170,658 called on their mobile phones 50% converted to monthly giving7.6 million dollars LTV (over 5 years) Average gift 3.28 dollars/month
  61. 61. Gaza conflict early 2009: Save the Children ran National press campaign - text support for a ceasefire. Call to action – text CEASEFIRE’ - pass details onto friends and family . Campaign goes viral - 182,000 people text - petition taken the government All supporters were called on their mobile phones and prior to the call we had no information (name, address, etc) about these prospects. 4.7% converted to monthly giving - approximately 5,000 new donors
  62. 62. 62 © 2010 Convio, Inc. Content is king
  63. 63. Proprietary and Confidential • tracking the impact that sites like Facebook make to fundraising and campaigning
  64. 64. As a fundraiser they received… • Field Blogs – Personal reflections and anecdotes from actual MSF field staff who lived and worked through a crisis – specific to a role the supporter chose – Posted continuously throughout the campaign – Comments welcome
  65. 65. hjcProprietary & Confidential 68
  66. 66. It seems to work! • It raised 20% over it’s goal • It even received an online $50,000 donation!
  67. 67. 70 © 2010 Convio, Inc. Use the whole donor pyramid
  68. 68. Online will be increasingly important for major gifts and legacy giving
  69. 69. Country Legacies revealed Legacy leads Canada 15 103 Canada 22 232 United States 52 164 Mexico 9 1,043 Four Legacy Online Surveys
  70. 70. In the end, is it all worth it? Offline w/ No Email Offline w/ Email Online Only Online/Offline Value/Donor $43 $54 $57 $156 $0 $20 $40 $60 $80 $100 $120 $140 $160 $180 Value/Donor Multi-channel donors are nearly 3x more valuable than single channel donors. Source: Defenders of Wildlife Jul08-Jun09
  71. 71. Creating an integrated schedule might be the place to start...
  72. 72. What have I learned about making integrated fundraising and campaigning work? 1. Get buy-in at the senior level 2. Have departments work together (maybe for the first time) 3. Create an integrated team 4. Create an integrated goal (with different metrics of success for each department) 5. Create an integrated plan 6. Matrix reporting structure MAY make sense with individuals temporarily reporting cross- department
  73. 73. 76 © 2010 Convio, Inc. Questions?

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