DonorExpress NewsLine

Hello From DonorExpress Software
This newsletter is a publication from the staff of DonorExpress Software. Our intention is to share with our DonorExpress users and other interested organizations valuable operational information along with TIPS on how to better use our software. We hope that you will look forward to receiving this newsletter. Please feel free to respond back with suggestions for future issues. Comments

Creating An Efficient Office System
This is the second newsletter in a series to help you take a look at the procedures that you have in place to run your office. Last month, we defined what a system is and how to see the office functions as an interactive set of procedures working together in harmony. This month, we are looking at creating a step by step set of rules for operating our office. The bottom line is to create an office system that produces consistence results no matter who is doing the actual task.

1. Start With The End
If you were planning a long trip, the first thing you would do is to look at where you currently are and then where you would like to be. By clearly defining our objective, we can better see the necessary path we need to take. Designing an office system uses this same philosophy by asking "what output do you need to receive from the system?" When we design every function in the system to work for that objective, we have less chance to get off track. During this planning stage it may be necessary to seek the help of an outside consultant that may have a fresh look at your organization.

2. Analyze Each Function In The System
It does not matter if you are a large organization or a small one or two person office, the office functions are the same. There is a person (or department) that handles the function of receiving the mail, a person to do the function of data entry, a person to do the function of accounting and so on. Analyze the steps it takes to do each one of these functions. Brainstorm on the most efficient way for this function to operate. Always keep in mind how this function interacts with all the other function of the office system.

3. Create Procedures to Handle Each Function
Now that we have analyzed each function, create procedures to perform that function. The procedures are a step by step outline of how to handle that function and issues that may arise while doing that function. Procedures need to be flexible enough to deal with issues that are the exception to the normal operations. By creating office procedures we are creating consistency in the way the office functions.

4. Create A System Manual
If you have taken the time to develop a system, take the time to write it up in an office procedures manual. Have the manual available to all employees for reference and keep it updated when ever the procedures change. An outdated manual that is lost somewhere in a file cabinet is of no use. Use this manual when ever you train a new employee.

5. Create a Training Program
Employee training is the process of making someone proficient at a task through repetitive instruction. Many times training ends up reduced to simply showing someone one time how to do something and then leaving them to decipher the rest. Train your office staff to your office procedures and include some cross training to avoid vacancies if someone is out sick or on vacation. Be sure to have a system in place to train your volunteers so each volunteer does things the same way.

6. Monitor the system
Monitoring the system is sometimes harder than you think. The person responsible for monitoring the system must be able to step out of the system in order to be objective about how the system is functioning. This person needs to look for rough places in the system and adjust it as needed. Everyone should be encouraged to find and report inefficiencies in their daily routine.

Summary
The principals outlined above will apply to all size organizations. A small office may be able to describe their office procedures in two or three pages while a larger organization may need a chapter for each department. The point is to systematize the way your office runs to make it efficient and give consistent results.

What Is Next?
In the next newsletter we will look at how to implement office procedures.

DonorExpress TIP Of The Month
One of the best and most overlooked reports in DonorExpress is found within the Analysis Report area. This report is the Donors Giving Last Period/Not This Period. This report allows the user to enter a date range for a past date period to see who gave during that period but has not given since that time. For example we enter a begin date of 05/01/04, the end date of 05/01/05. When we create the report, we will get a list of donors that gave a donation during that 12 month period but have not given in the last 12 months. These are what I call your lost donors.

Now what do we do with this information? The obvious answer is to send a targeted mailing to these donors saying "we have missed hearing from you" (I received one of these this week). This list could be a hidden gold mine because these people have supported you in the past and will again with a simple reminder.

However, the not so obvious answer to why this information is valuable is who you are losing. As you analyze this report, look for patterns or groups of donors that may give you some insight into areas of marketing that need your attention. If the list contains a lot of churches or businesses, you may want to look at how you are soliciting or not soliciting to that niche of donor. Try to use this information to see where you may be falling short with you appeals and campaigns. You may need a special solicitation to target a group that is falling through the cracks.

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Thank you for your time and interest in DonorExpress™ Software.
Bob Holder
DonorExpress™ Software
PO Box 1126
Boone, NC 28607
828.264.2577
info@donorexpress.com
www.donorexpress.com