CASE VII District Conference Bill Kavan Vice President, SunGard Higher Education

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1 Advancement and Technology: CASE/SunGard study on the use of technology in development and alumni relations CASE VII District Conference 2011 Bill Kavan Vice President, SunGard Higher Education 1

2 What s Happening in the World Today? 2

3 Quick Survey I d rate my Alumni Relations & Development Office s Use of Technology As: Great we re world-leaders Pretty darn good we re a role model Average we frequently look to others Poor we don t leverage what we have, let alone try new stuff 3

4 CASE/SunGard Higher Education Survey Objectives How are advancement offices using technology as an enabler. How are institutions enhancing results of existing and newer technology. Determine how existing internal barriers and the economic environment are impacting the use of technology and resources. To what degree is there collaboration across the campus between the advancement functions and other functions, such as enrollment management, to address common challenges. 4

5 CASE/SunGard Higher Education Survey On-line Survey Distributed in Winter 2009 Developed Jointly by CASE & SunGard Higher Education Results Interpreted by Third-Party (Funded by SunGard Higher Education) Audience: CASE Members at All Levels Advancement Services Alumni Relations Development Higher Education & Independent Schools Respondents: Higher Education: 268 Independent Schools: 89 5

6 Survey: Higher Education Respondents 85% North America, 10% Europe, 2% Asia Pacific 55% Private, 45% Public Total Raised 39% $1m-$10m, 16% $10m - $20m, 14% Less than $1m Organization Size 33% 1-10 Staff, 25% Staff, 20% Staff, 14% Staff Respondent Titles 60% Directors, 20% Vice Presidents, 13% Managers Discipline 33% Alumni Relations, 25% Multiple, 24% Advancement Services, 15% Development 6

7 Survey Key Findings Top Strategic Priorities: Focus on Fundraising Lowest Strategic Priorities: Activities Aimed at Cultivating Relationships 50% ID Lack of Staff and Financial Resources Growing Importance of Social Media Technology Falling Short Lack of Institutional Collaboration on Advancement 7

8 CASE/SunGard Higher Education Survey Technology Currently in Use Higher Education On-line alumni comm. marketing Core advancement systm. Other social media tools Events mgmt. software Document imaging/mgmt. Strategic reporting tools Telefundraising software CRM system Campus collaboration tools Mobile dev. (not call/ ) Grants mgmt. software Outsourced data entry Higher Education 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 8

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10 CASE/SunGard Higher Education Survey Replacement & Adoption of Technology in the Next 1-2 years 10

11 Survey Verbatims: Technology is Not Enough Part of the problem is having the resources for the TECHNOLOGY! Keeping up with technology is very expensive and can involve much staff time. These questions are hard to answer- technology is a double-edged sword -- can help solve some challenges, but... Technology can only address so many challenges by itself. A more pressing issue is for IT people to be educated in what the end user is trying to accomplish. Without development of specific knowledge within IT staff, technology will be limited. For issues related to collaboration and accountability, technology only makes an impact once the culture of the institution is addressed. Technology cannot solve the problem. Technology is a critical component of all organizational operations. However, technology can't single-handedly resolve issues related to collaboration, transparency, or budget constraints. It can be an important partner in offering possible solutions. 11

12 Real World Solutions On-line Communities: not strategic priorities, but tactically important Implication: institutions don t yet understand how to properly leverage them, but feel they must be there Strategic reporting tools in context of priorities Electronic communications 12

13 Social Media.. How and why should we be involved? 13

14 Populations of Countries including Virtual Countries China 1,342,180,000 India 1,193,710,000 Facebook 500,000,000 United States 312,016,000 Indonesia 237,556,363 Brazil 190,732,694 As of: 2/6/11 14

15 Facebook 50% of active users log on everyday Average user has 130 friends People spend over 700 billion minutes per month on Facebook Over 900 million objects that people interact with (pages, groups, events and community pages) Average user is connected to 80 community pages, groups and events Average user creates 90 pieces of content each month More than 30 billion pieces of content shared each month. 15

16 Why Use Social Media.. We know the typical responses Our young alumni use social media We need to be engaged This is the future. But what does that mean and why do we care?????? 16

17 It s a New Paradigm Constituents expect us to bring content to them is outdated for Gen Y and Gen Z ( 82+) 55% of is not opened Exponential growth in all social media. 17

18 What can we do? Limited Resources. Let s look at what s free All you need is a Gen Y er 18

19 CASE Study: Rutgers University Foundation & Alumni Association Use of Public Sites Monitored by one staff member Posts by staff members & volunteers Ralumni.com Online Community 19

20 Facebook 14,875 Connected Alumni ScarletSpirit Kids Contest 500 votes Alumnus posts alumni news Alumni Leader posts Council Info RU Football Links 20

21 Over 50 Albums of Events 21

22 Twitter 2,097 Followers Constant Communication Stream RUAA President- State Budget Update Job Postings Career Services 22

Alumni & Foundation Websites & Online Community Portal Implemented 7/1/08 Over 37,000 Members Links to social media sites Don t compete, but embrace them Over 300 events per year Regional Club Pages

23 Alumni & Foundation Websites & Online Community Portal Implemented 7/1/08 Over 37,000 Members Links to social media sites Don t compete, but embrace them Over 300 events per year Regional Club Pages Alumni News Content, s & Events 100% maintained by end-users! Save $$$ Broadcast Over 130,000 active addresses Over 1 million Messages per month Less Costly, More Timely, Easy Links 23

only Accessible through Community Show your Rutgers Alumni Card to save at Regal or AMC

24 Rutgers Alumni Card Alumni Identification & Benefit Card Partnership with Benefit Vendor Vendor Portal Additional Benefits Must Register & Join Community to Activate Vendor Portal only Accessible through Community Show your Rutgers Alumni Card to save at Regal or AMC Theaters when you go see distinguished alumna Kristin Davis in Sex and the City 2 this summer! 24

25 Alumni Card Results Issued to 350,000 Active Alumni Test market to 3,500 Do not mail Community Registration grew from 27,750 to 36,428!!! 8,678 Registrations in 30 Days! 31% Growth 25,000 visitors to Ralumni.com triple the month before Only Cost - Mailing 25

26 Future Vision.Gen Y & Z Don t use Online Community becomes My Rutgers Portal Giving History, Open Pledges & Paymt Athletic Point Tally - $ s to move up My Calendar w/alumni & Athletic Events Added Alumni Only Benefits Private & Safe Community 26

27 Second Life Virtual Rutgers Day A Look at the Future 27

28 Well, that was fun. but what about some real work? Strategic Reporting Tools 28

29 Strategic Reporting Solutions A way to approach information Not necessarily a specific tool Evidence-based decision-making Performance management Standard/Uniform Calculations Consistent Business Definitions Total Campaign Gifts Alumni Participation ROI 29

Reports and Analytics to Monitor Progress KNOWLEDGE WORKERS Ad-hoc analysis tools to

30 Bringing Value to All Levels of the Institution Performance Data Trend, Summary Data Detailed Data EXECUTIVES Scorecards for Performance Management MANAGEMENT Dashboards, Reports and Analytics to Monitor Progress KNOWLEDGE WORKERS Ad-hoc analysis tools to identify and understand trends STAFF Production reports and ad-hoc access for daily operations 30 30

31 Did you think of these benefits? Uniform Data Definition/Calculations Better Decision Making Data is accessed more frequently Data integrity issues become apparent Improved data quality Informed & engaged data consumers Data champions Power users 31

32 Business Intelligence Through Data Staging & Reuse Data Warehouse of Calculated Totals Reporting Application Campaign Reports Reuse Reporting Procedures & Functions Bio, Gift & Prospect Consistent Report Formats Reuse of Selection Criteria 32

33 Performance Metrics New Reports to Manage Development Officer Results Run by Management & DOs, as needed Metrics included: Planned Asks Goal vs. Actual Asks on the Table Dollars Asks Goal vs. Actual (count) Decisions Goal vs. Actual Booked Gifts/Pledges Goal vs. Actual Pipeline Reports 33

34 Return on Investment Better projections on cash flow & closes Increased processing & collection of pledges Faster closes/decisions by DO s Pipeline Ask/Close ratio improve future performance Major Gift Officer Focus on higher level asks 34

35 Electronic Communications: ereceipts Why go Green? Save $$$$$$ Environment Efficiency Donors/alumni overwhelming receptive 35

36 Sample of ereceipt 36

37 Impact Number of paper receipts not mailed July 2009' August September October November December Jan 2010' 37

38 The Lehigh-Lafayette Lafayette Giving Challenge 38

39 The Challenge Strategy: To increase young alumni and student participation/donor count to the Lehigh Fund by leveraging the existing spirited rivalry between Lehigh and Lafayette. Components: Spirit Week Game Day Text Competition 39

40 The Results (Lehigh only) Spirit Week 317 Online gifts totaling $13, were first time donors 124 Young Alumni pledges for the challenge Game Day Text Competition 442 text gifts were made (each donating $10) Of the 442 text, 429 provided a name 40

41 Some Other Specific Suggestions Be clear about strategic priorities and have appropriate monitoring systems in place. Include staff/students/volunteers to leverage the new media Benchmark staffing in technology against your peers Engage with central IT departments and other functional areas about resource allocations Evaluate business processes where efficiencies can be gained through use of technology Create goals and metrics to measure cross-campus collaboration Lead by Example 41

42 Questions & Answers 42

43 Thank You for your time! Bill Kavan Office Cell 43

44 Leveraging Students/Volunteers 44

Use of Technology for Development and Alumni Relations among CASE Members

Use of Technology for Development and Alumni Relations among CASE Members Executive Summary July 2010 Prepared for SunGard Higher Education and CASE by Isurus Market Research and Consulting Use of Technology