Kansas State University implemented a Digital Development Officer program to increase donor engagement and major gift referrals. The program employs Digital Development Officers who conduct personalized digital outreach to reconnect with lapsed donors and engage prospective donors. Through daily activities like responding to donor inquiries and sharing impactful stories, the DDOs aim to qualify more donors for major gifts and increase the number of referrals to major gift officers. Initial results included early wins like increased donations for certain funds. The university plans to expand this program to activate more never-donors and allow various giving opportunities.

1. Digital Development Officers:
How Kansas State is connecting with more
donors and passing more prospects to major
gift officers

2. Eric Holderness
AVP of Development
Kansas State University
Foundation
erich@ksufoundation.org
Mike Nagel
Manager of Customer &
Product Marketing
EverTrue
mike.nagel@evertrue.com
Quinlan Stein
Digital Development Officer
Kansas State University
Foundation
quinlans@ksufoundation.org
Georgina Clemens
Digital Development Officer
Kansas State University
Foundation
georginac@ksufoundation.org

3. How is your institution thinking
about a Digital Gift Officer program?
Poll Time

4. And if you are… how’s that Digital
Gift Officer program going?
Poll Time

5. SN
Dear Eric,
I loved my time so much as a
Journalism student in Kedzie
Hall that I named our dog,
“Kedzie.”
By the way, my husband
needs one of those lovely
purple ties. Where can I get
one?
Sincerely,
Stacie N. ‘92

6. Winning companies treat
you like they know you.

7. Top 5%
Bottom 95%
Me

8. Mike Nagel

10. Donor counts have
dropped by 33% in
the last 15 years
YOY donor
retention is
~65%
Old-school tactics
miss the mark
The Problem
Other tactics
create short-term
spikes, not
long-term loyalty

11. Bottom 95%
5%
Old Way

12. SN
Dear Eric,
I loved my time so much as a
Journalism student in Kedzie
Hall that I named our dog,
“Kedzie.”
By the way, my husband
needs one of those lovely
purple ties. Where can I get
one?
Sincerely,
Stacie N. ‘92

13. Remember that letter?

14. Remember that letter?
Kevin N.
Lenexa, KS
Class of 1992, Kansas State
President
Energy Group

15. 5%
Middle
Bottom
New Way
Personal, Digital Outreach
- Renew sub-$10k Donors
- Reactivate Lapsed Donors
- Acquire Engaged Non-Donors

16. Engage
Qualify
Assign
Solicit
Retain
New Way
#FLIPTHEPYRAMID

17. Download:
Digital Gift Officer
Playbook
Just open your camera, point
it here, and tap the link

18. Bridging a Gap

20. Program Goals
Contacts a Day # of Delivered
Solicitations
# of Major Gift
Referrals

21. K-State
Problem We’re Solving Major Gift Pipeline
Primary Goal Major Gift Leads
Secondary Goal Delivered Solicitations
Key Metrics Departmental Dollars Raised, Total Donor Count
# of DGOs/DXOs 3
How is Prospect
Pool Defined?
40,000 prospects whose wealth capacity indicates Major Gift capable
# of Assignments Open cultivation; no official management
Daily Activity Goal 100 contacts per day
Incentive Compensation No
Technology You’re Leveraging EverTrue, ThankView, ThruText, Emma, Skype, Video, KeyHole, Yesware

22. A Day in the Life
of a DGO

23. “Donor Concierge”
● Simplify the donor experience
● First response when someone
calls to give or gives online
● Answer mail, notes, etc.
● Respond to social posts
● Accept… and ask “Why?”

24. Gift Story

25. “Donor Concierge”
● Read all call notes from student
callers
● Who’s raised their hand and is
ready for the next conversation?

26. Warm Up & Follow-Up (with the
Right People)
● Work in lockstep with Strategic
Solicitation
● 15k mailing… Who are the right
150 people to get personal
outreach before and after?

28. Finding Impact Stories
● What are the best stories from
campus?
● Passion + Purple
● K-State Today
● Social Media
● Magazine

29. Delivering the Message
● Who’s Facebook
engagement, giving
history, or contact report
reveals interest in the
topic?
● Leverage technology
(Yesware, ThruText) to
send personal
communications at scale

30. Campaigns and Projects

31. Hale Library

32. Bosco Scholarship

33. Early Wins

35. Lessons Learned
(so far)

36. Move Fast, Break Things (What We’ve Learned)
● Mistakes happen — how do we make
it right? (ThruText, social ambassador
program)
● What works? What doesn’t?
● Strategy has to be the focus. We’re
not selling a product — we’re asking
for money for nothing.
Thank you very much!
This message is exactly
why I love the K-State
family. Thanks for fixing it
and, don’t sweat it. Have
a great night. Go ‘Cats
and happy holidays!!

37. What’s Next?
What’s Next?

38. What’s Next?
● How to activate never-donors?
● Allowing people to give back no matter how they want
to give.
● Expanding the program
● Building a talent pipeline

39. How to Take a Giving
Funnel Approach

40. Download:
Digital Gift Officer
Playbook
Just open your camera, point
it here, and tap the link

41. Admit Something Needs to ChangeStep 1:
Since 2005, alumni participation rates have
dropped by 33%
Since 1990, they have been cut in half

42. Start with a TestStep 2:

43. Build Your FunnelStep 3:
ENGAGE
QUALIFY
ASSIGN
SOLICIT

44. Make it PersonalStep 4:
Connect interests
and engagement
to opportunities to
give

45. Measure ImpactStep 5:
1. What did you learn?
2. Did you hit your goals?
3. What difference did your team make?

46. Q&A

47. Eric Holderness
AVP of Development
Kansas State University
Foundation
erich@ksufoundation.org
Mike Nagel
Manager of Customer &
Product Marketing
EverTrue
mike.nagel@evertrue.com
Quinlan Stein
Digital Development Officer
Kansas State University
Foundation
quinlans@ksufoundation.org
Georgina Clemens
Digital Development Officer
Kansas State University
Foundation
georginac@ksufoundation.org