Let’s say you did the calculation of the value of an online advocate yesterday and it came out to thirty cents per. Thirty measly cents.
After all the work you put into making sure every advocacy action was liked and retweeted and forwarded to friends. You’d checked your bucket for holes and plugged them. You’d dedicated real estate on your site and in your emails to the advocacy action.
But those darn advocates aren’t converting to donors.
Part of it may be your advocacy actions. Remember the research from Tuesday: actions taken privately convert far better than public declarations that can be used as Facebook aren’t-I-a-good-person-today-so-I-guess-I’ll-have-that-brownie wallpaper.
But more often, the problem is that the communication stream for your advocates looks exactly like your communication stream for everyone else. Remember our “change one thing” philosophy of expanding constituent horizons: if someone tells you that they like doing advocacy petitions online, your best bets for their next actions are going to be:
- Doing advocacy petitions online
- Doing other interactions online
- Doing other advocacy efforts besides petitions
- Doing advocacy petitions in other media
The next logical actions are not mailing in a check to support your annual fund or taking a call from a telemarketer who don’t know anything about the constituent or even joining your walk coming up in 42 short days.
And yet that is frequently our next action as nonprofits. We want to expose people to so many different aspects of our nonprofits we might as well wear a sign that says
This organization doesn’t know who you are
or what you care about,
but they want your money.
A singularly unappealing message.
So how do you convert your advocates? A few thoughts:
Strike while the iron is hot. Quick, remember what the last survey you took online was about. Unless it was in the past week, remembering the when or the what is probably not happening. The same holds true for online advocacy — people are busy and may not remember they took an action a week later unless the issue is really important to them.
Thus, your communications to them need to start with the confirmation email and take advantages of those first few weeks where they remember you who are and what you do. This will be easier if you…
Playback their action to them. This shouldn’t take the form of (I swear I’ve seen this) “thank you for emailing your legislator about the importance of K-12 swimming education on Monday, January 13, 2013 at 8:43 PM.” This is a conversation — play it just a little bit cool and bring it back to why they did what they did: “Thank you for helping protect kids from drowning by emailing your legislators.”
This playback reminds them that they did act with your organization and primes them for consistency influence: “I am the type of person who does things to protect kids from drowning. Therefore, I should take this other action to do likewise.”
Report back on their action. The best thing you can do to keep someone engaged is to make your action more than just a one-time event. If someone emails their assemblyperson to pass a bill out of committee, let them know when the bill gets a hearing (with that picture of your organization testifying) and when it passes out of committee. Now, you need that same person’s help to get it passed through the full Assembly. You are able to get that passed, thanks to this wonderful person and people just like them all across the state. Now, we need to get the Senate to act: would you email your senator as well?
And so on. Most actions aren’t a one-time thing (or don’t have to me). Reporting back on that action lets a person know that their action wasn’t wasted — they are helping to make a difference. And asking again to help make the same or similarly things happen in multiple ways helps build a pattern: take an action, feel good about yourself, hear that it made a difference, feel good about yourself, take another action, feel good about yourself again…
At that point, it isn’t that big a leap for the final email in that series to say “your support helped pass the Zebra Endangered Animal Law (or ZEAL, because every bill has to spell something now). Now we need to make sure that judges enforce the laws in place. Your $17 monthly donation, in honor of the 17 zebras you will be helping to save, will monitor the courts to make sure that zebras will not be poached in our state.”
This leads into…
Customize the ask. When you ask for a donation, the donation should be to help achieve the same ends that they took an advocacy action about. If they wanted to save zebra habitats, don’t ask them to stop cosmetics testing on rabbits.
Go multichannel. A simple campaign that I’ve seen work is mailing online advocates an offline petition for a similar action that they’d taken online, then doing an outbound voice mail campaign to let them know to watch their mailboxes for the petition. They also received an online version of the same petition and both the offline and online petition asks also asked for a donation to support advocacy efforts. This tight package can help bolster all efforts. Similarly, some organizations have seen success telemarketing to advocates post-action thanking them for their action and asking for a monthly donation conversion. This ties together the idea of a customized ask and striking while the iron is hot.
Any other best practices you have seen for advocate conversion? Please let us know in the comments or email me at firstname.lastname@example.org. I’d love to publish your success story, whether anonymously or to your greater glory.