Michele Belisle

Admin NTEN

Jude Koski

Chris Zezza

Sam Dorman

Cassandra Smallman

Katherine Lagana

Meico Marquette Whitlock

Tristan Penn

Ash Shepherd

Rev. Tracy Kronzak

Carly Hohl

Drew Pizzolato

Dave Hansen-Lange

Chris Harley

Kristine Fernandez

Rajneesh Aggarwal

Jarrett Way

Thomas Negron

Amy Sample Ward

Rubin Singh

Andrew Berry

Redante Asuncion-Reed

Jean Westrick

Leana Mayzlina

Sophia Guevara

Dan Fellini

Sevetri Wilson

Keith Casebonne

Jim Tobias

Shreya Tragad

Lindsey Silken

Elisha Feliciano

Cindy Leonard

Joe Fuld

Natalie Clarke

NTEN

Adam Roth

Abesha Shiferaw

Claire Warnick

Adam Strizich

Sara Rasmussen

Beth Kanter

Tobi Johnson

Dwayne Johnson

Share Roman

Cassie Bair

Michelle Regal

Steve Sharer

Tim Lockie

Jacob Talbot

Chris Steins

Nicole Hooper

Karen Graham

Naveed Usman

Allison Manley

Luke Dringoli

Ryan Fuquea

Jeremy Garcia

Zachary Jarvinen

Alfredo Ramirez

Laura S. Quinn

Jen Lobley

Megan Brooks

Nicole Jendro

Natalie Brenner

Alice Aguilar

Jamie McClelland

Eric Rubio

Stephanie Evergreen

Matt Tengtrakool

Rosie Gladden

Jason Samuels

Atish Kumar Dash

Jared Medeiros

Meghan McLaughlin

Brenna Holmes

Tasha Van Vlack

Jennie Renner

David Dunn

Joey Hayes


<p class="wp-block-paragraph">At a recent nonprofit board meeting, I raised a question I had been sitting with for months: Shouldn’t we have a strategy for how and whether we use artificial intelligence?</p>



<p class="wp-block-paragraph">The room did not exactly light up.</p>



<p class="wp-block-paragraph">Some people were uncomfortable with the subject. Others seemed unsure why a small rural organization needed to discuss it at all. The general feeling was that we were not quite ready for that conversation.</p>



<blockquote class="wp-block-quote is-layout-flow wp-block-quote-is-layout-flow">
<p class="wp-block-paragraph">The central question should not simply be whether AI can perform a task. It should be whether using AI for that task will strengthen the organization’s ability to serve people well.</p>
</blockquote>



<p class="wp-block-paragraph">I understood the hesitation. Many nonprofit leaders are already managing limited funding, staff shortages, growing community needs and a list of responsibilities that rarely seems to get shorter. Developing an approach to artificial intelligence can feel like one more demand competing for attention. But not having the conversation is itself a decision, and often the riskiest one available.</p>



<p class="wp-block-paragraph">AI features are increasingly appearing inside tools that nonprofits already use for communication, fundraising, data management, research and administration. An organization may begin using AI without ever making a deliberate decision to adopt it.</p>



<p class="wp-block-paragraph">The central question should not simply be whether AI can perform a task. It should be whether using AI for that task will strengthen the organization’s ability to serve people well.</p>



<h2 id="h-start-with-the-problem-not-the-platform" class="wp-block-heading">Start with the problem, not the platform</h2>



<p class="wp-block-paragraph">AI can support nonprofit work in many practical ways. It can assist with research and planning, organize information, draft and restructure content, identify patterns and reduce repetitive administrative work.</p>



<p class="wp-block-paragraph">These are meaningful benefits, particularly in smaller organizations where one person may be responsible for programs, communications, fundraising and reporting, sometimes before lunch.</p>



<p class="wp-block-paragraph">However, the existence of a tool does not establish a reason to use it.<br>How many times have organizations purchased a subscription and quietly assumed that proficiency would follow? Buying an AI tool is no different. Access is not the same as learning to use it well.</p>



<blockquote class="wp-block-quote is-layout-flow wp-block-quote-is-layout-flow">
<p class="wp-block-paragraph">AI cannot decide what an organization should stand for, whose needs should be prioritized or what risks are acceptable. Likewise, it cannot repair weak leadership, rebuild broken trust or compensate for poor decision making.</p>
</blockquote>



<p class="wp-block-paragraph">Before selecting a tool, nonprofit leaders should identify the organizational problem they are trying to solve. Where are our staff losing time? Which repetitive tasks prevent them from<br>concentrating on community needs? What parts of the current process frustrate employees, volunteers or program participants.</p>



<p class="wp-block-paragraph">Those questions should not be answered by senior leadership alone. Staff members who perform the work often understand the limitations of a process better than anyone else. When a technology decision may affect clients or community members, their experiences should also help shape the conversation.</p>



<p class="wp-block-paragraph">This is especially important for smaller and rural nonprofits. These organizations may not have dedicated technology staff, extensive training budgets or much room for costly experimentation. That does not make responsible adoption less important. It makes clear and proportionate guidance more important.</p>



<h2 class="wp-block-heading">A tool is not a strategy</h2>



<p class="wp-block-paragraph">Nonprofits need more than access to AI. They need purpose, boundaries, oversight and a shared understanding of how the technology supports the mission.</p>



<p class="wp-block-paragraph">Not every organization needs an elaborate governance structure. A small community nonprofit is not a multinational technology company. It does, however, need to answer some basic questions.</p>



<p class="wp-block-paragraph">What information are staff entering into the tool? Could that information identify a client, donor, volunteer or community member Who checks the accuracy of the output? Who remains accountable when AI contributes to a document, communication or decision?</p>



<p class="wp-block-paragraph">These questions are not barriers to innovation. They are part of using innovation responsibly. Technology can support a clear mission and strategy, but it cannot create either. AI cannot decide what an organization should stand for, whose needs should be prioritized or what risks are acceptable. Likewise, it cannot repair weak leadership, rebuild broken trust or compensate for poor decision making.</p>



<p class="wp-block-paragraph">A tool can sharpen a healthy strategy. It can also help an organization execute a confused strategy more quickly. Greater capability does not guarantee greater wisdom.</p>



<h2 class="wp-block-heading">Where AI helps and where people must lead</h2>



<p class="wp-block-paragraph">AI may produce something faster, but speed alone does not make the result thoughtful, credible, or aligned with the mission. </p>



<p class="wp-block-paragraph">Consider community engagement. AI can organize survey responses and identify recurring themes, saving staff considerable time. But the tool does not know the community the way a trusted practitioner does. It may not understand why a comment carries historical weight, why silence from one group matters or why similar words can reflect very different experiences.</p>



<p class="wp-block-paragraph">AI can help organize what people have said. Human beings must <em>still</em> listen for what they meant.</p>



<blockquote class="wp-block-quote is-layout-flow wp-block-quote-is-layout-flow">
<p class="wp-block-paragraph">AI is especially useful when it helps organize, summarize, compare, draft or surface possibilities. People must lead when the work requires moral responsibility, relational trust, cultural understanding, empathy or accountability.</p>
</blockquote>



<p class="wp-block-paragraph">The same principle applies to donor communication. AI can prepare an initial draft or adapt information for different audiences. But donor relationships are not built through efficient sentence production. They are built through credibility, gratitude, shared purpose and sustained<br>human connection.</p>



<p class="wp-block-paragraph">AI can help prepare the communication. A person must remain responsible for the relationship.</p>



<p class="wp-block-paragraph">Program data offers another example. AI may surface patterns worth examining. Yet a pattern in a dataset is not a complete understanding of a person’s life. Data may show that participation has declined without explaining whether transportation, work schedules, caregiving responsibilities, mistrust or an earlier negative experience caused that decline. </p>



<p class="wp-block-paragraph">AI may help us see where to look. Human judgment, community knowledge and direct conversation help us understand what we<br>are seeing. This is the dividing line. </p>



<p class="wp-block-paragraph">AI is especially useful when it helps organize, summarize, compare, draft or surface possibilities. People must lead when the work requires moral responsibility, relational trust, cultural understanding, empathy or accountability.</p>



<p class="wp-block-paragraph">The last thing any nonprofit should become is more efficient at the expense of becoming less relational, less trusted or less human.</p>



<h2 class="wp-block-heading">Four questions to ask before automating</h2>



<p class="wp-block-paragraph">Before incorporating AI into a task or process, nonprofit leaders can ask four questions.</p>



<h3 class="wp-block-heading">1. Will this give us more time for people?</h3>



<p class="wp-block-paragraph">Efficiency should have a purpose. When reducing repetitive work allows staff to spend more time with clients, volunteers, donors or community partners, efficiency can strengthen the mission. </p>



<p class="wp-block-paragraph">When automation simply increases expectations, produces more content or places additional pressure on staff, it may not be creating meaningful capacity at all. Leaders should define where the saved time will go. </p>



<p class="wp-block-paragraph">The goal should not be to complete more tasks simply because technology now makes that possible. It should be to redirect attention toward work that requires human presence and judgment.</p>



<h3 class="wp-block-heading">2. What are we placing in the tool?</h3>



<p class="wp-block-paragraph">Staff should understand whether they are entering confidential, identifying or sensitive information into an AI system. They should also consider whether they would be comfortable explaining that decision to the person whose information it is. </p>



<p class="wp-block-paragraph">This question requires more than checking whether a tool technically permits the use of certain data. It requires examining the organization’s obligations to the people it serves. Information does not become less personal simply because it is entered into a convenient platform.</p>



<p class="wp-block-paragraph">Organizations should establish clear boundaries around what staff may and may not share with AI tools. Those expectations should be written in language that employees and volunteers can understand and apply in everyday situations.</p>



<h3 class="wp-block-heading">3. Who is responsible for checking the result?</h3>



<p class="wp-block-paragraph">Human oversight should mean more than glancing at an AI generated product before approving it. Responsibility should be assigned before the tool is used, not after a problem occurs.</p>



<p class="wp-block-paragraph">Someone must examine the accuracy, context, tone and possible consequences of the result. That person must have enough knowledge of the subject and the community to recognize when<br>something is missing or misleading.</p>



<p class="wp-block-paragraph">When AI contributes to a communication or decision, the organization still owns the result. Accountability cannot be delegated alongside the task.</p>



<h3 class="wp-block-heading">4. Could we explain this use openly to the people affected?</h3>



<p class="wp-block-paragraph">Transparency is a useful test of alignment. Would the organization be comfortable telling a donor that AI helped prepare a communication?<br>Could it explain to a program participant how technology influenced the review of their information? Would staff understand how an AI supported decision was reached?</p>



<p class="wp-block-paragraph">The answers will differ among organizations. The questions help leaders distinguish between using AI because it strengthens the work and using it simply because the capability exists.</p>



<h2 class="wp-block-heading">Begin with a small and reversible experiment</h2>



<p class="wp-block-paragraph">A responsible approach does not require an organization to create a perfect policy before learning anything about AI. It can begin with a small experiment involving a lower risk task. An organization might use AI to reorganize public information, summarize notes that contain no identifying details or prepare questions for a staff planning session.</p>



<p class="wp-block-paragraph">Before beginning, the organization should define what it hopes to improve. It should establish what information may be used, identify who will review the output and decide how staff will evaluate whether the experiment helped. Afterward, leaders should ask what changed.</p>



<p class="wp-block-paragraph">Did the tool actually save time? Was the final result accurate and useful? Did it create new work for someone else? Were staff members comfortable with the process? Did the experiment allow the organization to spend more time on mission focused work? </p>



<p class="wp-block-paragraph">The organization should also be willing to stop. An experiment is only responsible when declining to continue remains a genuine option.</p>



<h2 class="wp-block-heading">Keep the mission at the center</h2>



<p class="wp-block-paragraph">A human centered approach to AI does not require nonprofits to reject the technology. It requires them to begin with the mission rather than the capability. Instead of asking, “Where can we use AI?”, organizations might ask, “Where are staff losing time that could be better spent serving people?”</p>



<p class="wp-block-paragraph">AI may help nonprofits work more efficiently and extend the capacity of organizations long expected to accomplish more with less. Those opportunities are worth exploring. Yet the qualities at the heart of nonprofit work, including trust, empathy, judgment, integrity,<br>compassion and relationships, cannot be treated as inefficiencies waiting to be automated away. They are not obstacles to effective work. They are often the reason the work is effective in the first place.</p>



<blockquote class="wp-block-quote is-layout-flow wp-block-quote-is-layout-flow">
<p class="wp-block-paragraph">The last thing any nonprofit should become is more efficient at the expense of becoming less relational, less trusted or less human.</p>
</blockquote>



<p class="wp-block-paragraph">The goal should not be to use AI everywhere it can be used. The goal should be to use it wherever it helps us serve people better, and to possess the wisdom to recognize where humanity must continue to lead.</p>


"Developing an approach to artificial intelligence can feel like one more demand competing for attention. But not having the conversation is itself a decision, and often the riskiest one available."

Before your nonprofit automates: Four questions to keep people at the center of decision making


<p class="wp-block-paragraph">I began my career in the nonprofit sector as the administrative assistant to the membership and development department at the Fort Wayne Museum of Art. My predecessor in this role had figured out how to set up the donor database and the required hardware to make it run, so she became the “accidental techie” for the organization, and I inherited this role when I was hired.</p>



<p class="wp-block-paragraph">When I started the museum job in 1997, I didn’t know what an “accidental techie” was – I don’t think the phrase was even part of the lexicon back then. Looking back, however, I can see the phenomenon I was experiencing was happening in organizations all over the country.</p>



<p class="wp-block-paragraph">The nonprofit sector has notoriously been slow to change and adoption of technology is no different. This is due in no small part to the lack of funding for operating costs to run our organizations. In the late 90s, we were not only up against the “overhead myth,” but personal computers were still relatively new and not a regular fixture on peoples’ desks at home or<em> </em>even<em> at work!</em></p>



<blockquote class="wp-block-quote is-layout-flow wp-block-quote-is-layout-flow">
<p class="wp-block-paragraph">When I started the museum job in 1997, I didn’t know what an “accidental techie” was – I don’t think the phrase was even part of the lexicon back then. Looking back, however, I can see the phenomenon I was experiencing was happening in organizations all over the country.</p>
</blockquote>



<p class="wp-block-paragraph">In my new role at the museum, I attended training on Novell Networks within my first few weeks so I could confidently manage the server and computers. At the time, all of our applications were DOS-based. I helped secure two technology grants that upgraded many of our systems to Windows-based software.</p>



<p class="wp-block-paragraph">I managed and maintained the organization’s computers, printers, and peripherals, provided user support for multiple software applications, and served as liaison to our technology support company. I also helped design the museum’s first website and selected its first digital camera, which stored photos on 3.5-inch floppy disks.</p>



<p class="wp-block-paragraph">In 2002, after advocating for myself, my position was changed to membership and technology manager. It took five years of managing the technology, <em>while also doing development work</em>, to have my title reflect all my responsibilities.</p>



<p class="wp-block-paragraph">As I continued to progress in my role, I found the technology aspects of my job interesting and challenging, so I decided to further my education. I went back to school to get a degree in computer science to go with my first degree in fine arts.</p>



<p class="wp-block-paragraph">In the fall of 2003, I attended an event in Indianapolis called The Nonprofit Technology Summit hosted by the Indiana affiliate of NPower, a national network of nonprofits dedicated to “putting technology know-how in the hands of nonprofits.”</p>



<blockquote class="wp-block-quote is-layout-flow wp-block-quote-is-layout-flow">
<p class="wp-block-paragraph">After spending years feeling alone working at a nonprofit and having to figure out how to use technology, largely on my own, here was a conference full of people in the same boat.</p>
</blockquote>



<p class="wp-block-paragraph">The tagline for the Summit was “helping nonprofits achieve their mission through the creative and innovative use of technology.” After spending years feeling alone working at a nonprofit and having to figure out how to use technology, largely on my own, here was a conference full of people in the same boat. Attending the event felt like coming home – I had found my people – and I never forgot that feeling.</p>



<p class="wp-block-paragraph">In January 2004, I left the museum to be the development coordinator at the social service nonprofit where I still am today – Brightpoint. While I didn’t end up taking a tech job, my experience with technology helped me land my new role. My position had just been created to start a development program. My first order of business was to set up the donor database, software that had been purchased, but was literally still in the box.</p>



<p class="wp-block-paragraph">In February 2021, I got an email from Amy Sample Ward, at NTEN. The subject of the email was “Being in community has gotten difficult and a whole lot more important.” This struck a chord with me. During the Covid-19 pandemic, I was reminded just how important it is “to be in community with people who ground me, support me, and really see me” – as Amy said in the email.</p>



<p class="wp-block-paragraph">That month, I signed up to be a member of NTEN and registered to attend the Nonprofit Technology Conference. It was phenomenal. I found people who understood me, ideas that challenged me, and a community of like-minded individuals wanting to do good in the world. It was reminiscent of the way I felt at the Technology Summit in 2003.</p>



<p class="wp-block-paragraph">Before I joined NTEN, I had forgotten that there were other people out there like me – nonprofit professionals trying to put technology to work for social change – many of us doing it while filling other roles at our organizations. At 26NTC this year, I left with a renewed sense of the importance of community.</p>



<p class="wp-block-paragraph">When I tell someone who is unfamiliar with NTEN about it, they often look confused. Why am I involved with a technology organization when I have a development job?</p>



<blockquote class="wp-block-quote is-layout-flow wp-block-quote-is-layout-flow">
<p class="wp-block-paragraph">I signed up to be a member of NTEN and registered to attend the Nonprofit Technology Conference. It was phenomenal. I found people who understood me, ideas that challenged me, and a community of like-minded individuals wanting to do good in the world. </p>
</blockquote>



<p class="wp-block-paragraph">Unlike the world I started my career in, computers are now part of all of our jobs. And the unique challenges of navigating technology in our sector are something that make NTEN a community that anyone working at a nonprofit can benefit from.</p>



<p class="wp-block-paragraph">Because the reality is: we all work in technology now. And it’s challenging, but you don’t have to go it alone.</p>


You don’t have to go it alone. How I found my people in nonprofit communities like NTEN.


<p class="wp-block-paragraph">When people are overworked, it can be easy to think that new technology will solve your problems. But don’t fall for “shiny object syndrome.” <em>Technology </em>does not solve problems. <em>People </em>solve problems using technology! For technology to make a difference, your team needs to be ready for it. The questions below will help you know if you are.</p>



<ol class="wp-block-list">
<li> <strong>What <em>mission</em>-problems will the technology will help solve?</strong> “Clunky” software is not a <em>mission </em>problem (it’s just annoying). Things like missing data insights or time spent building reports instead of being with constituents — those are <em>mission</em>-problems. </li>



<li><strong>How will the new technology address those problems?</strong> Will it be more targeted fundraising, reduced barriers for constituents, increased staff capacity? The stronger your answers, the stronger the return on your investment in a new system.</li>



<li><strong>How will your workflows change?</strong> Technology exists within a work ecosystem. Your process might not change, but your practical execution of tasks will. Being able to describe those changes will help speed up your transition. </li>



<li><strong>Does leadership believe in it?</strong> People can be resistant to change. A person in authority to help encourage that change and keep people accountable will lead to a deeper and more lasting transformation. </li>



<li><strong>Who will own the technology? </strong>A project that is not owned is a project that is not done. Someone needs to be responsible for overseeing and championing the transition. </li>



<li><strong>Can you make time for training?</strong> Training is an investment alongside technology. No matter how user-friendly something is, you will always get more out of it if you dedicate time to training. </li>



<li><strong>How will it affect your security?</strong> This question is especially important if you hold sensitive data. A new technology is like a new window in a house — it is a potential point of entry. Make sure you have a plan to protect it. </li>



<li><strong>What does success look like?</strong> If you don’t define the win, you won’t recognize it. Set and measure clear success markers, such as reduced hours on manual tasks, improved response time, better reporting accuracy, or some other tangible ROI. </li>



<li><strong>How will your tech grow with you?</strong> The political landscape shifts. Community needs evolve. Your tech must bend without breaking. Sustainable systems are flexible and adaptable. If your tech can’t grow with you, it will hold you back. </li>
</ol>



<blockquote class="wp-block-quote is-layout-flow wp-block-quote-is-layout-flow">
<p class="wp-block-paragraph">For technology to make a difference, your team needs to be ready for it. </p>
</blockquote>



<p class="wp-block-paragraph">You don’t have to be able to answer every question right now in order to begin thinking about new technologies. Some of these questions are best answered while you&#8217;re looking. What matters is to keep things in perspective. </p>



<p class="wp-block-paragraph">Technology is just a tool, but when it’s paired with the right people and processes, it can have a profound and lasting impact.&nbsp;</p>


illustration of a map with the quote Technology does not solve problems. People solve problems using technology.

Eight essential tech readiness questions

Blog header post: "The strongest moments in our community have come from helping nonprofit professionals meet one another in simple, human ways."

You don’t have a community engagement problem. You have a participation design problem.


<p class="wp-block-paragraph">The <a href="/learn/digital-inclusion-fellowship">Digital Inclusion Fellowship</a> is a one-year program where fellows learn what it takes to build a digital inclusion program in their regions, tailored to the needs of the communities they serve. Over the course of a year, fellows receive training, mentorship, and a peer network that shares challenges and opportunities.</p>



<p class="wp-block-paragraph">In cohort 10, 19 fellows created spaces where community members could ask questions without feeling embarrassed, try new things, and build confidence over time. Sometimes that meant learning how to turn on a computer. Sometimes it meant gaining skills for a new job, or helping a child with homework online.</p>



<p class="wp-block-paragraph">Across this cohort, <strong>19 fellows </strong>reached <strong>5,745 participants</strong>, delivered <strong>12,968 hours of training</strong>, and distributed <strong>2,775 devices</strong>. The work shows up in individual moments—when something clicks, and access turns into opportunity.</p>



<p class="wp-block-paragraph">Here are a few of those stories.</p>



<p class="wp-block-paragraph">Also read: <a href="https://www.nten.org/blog/digital-inclusion-after-the-digital-equity-act-was-scrapped">Digital inclusion after the Digital Equity Act was scrapped</a></p>



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<h2 class="wp-block-heading" id="h-amanda-sweet"><strong>Amanda Sweet</strong></h2>



<h4 class="wp-block-heading">Technology Innovation Librarian, Nebraska Library Commission</h4>



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<p class="card wp-block-paragraph"><em>Participants: 80 · Training hours: 204 · Staff trained: 8 · Devices distributed: 375 · Resources added: 169</em></p>
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<p class="wp-block-paragraph"><strong>Project</strong><br>Tech Ready Nation helps people build the digital skills necessary to survive and thrive in a tech-driven world. The project brings together existing resources—from “this is a computer” to “this is AI”—into one place. Instead of reinventing the wheel, it aggregates resources from multiple providers, supports digital navigator training, and helps organizations better serve their communities.</p>



<p class="wp-block-paragraph"><strong>Impact</strong><br>“The wide-ranging world of digital skills can be overwhelming. People don’t always know what’s possible or where to start. Tech Ready Nation became a menu of what’s possible. The moment when someone finds a resource that takes a weight off their shoulders—that’s what sticks with me.”</p>



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<h2 class="wp-block-heading" id="h-fabiola-sanchez"><strong>Fabiola Sanchez</strong></h2>



<h4 class="wp-block-heading">Resource Navigator, The Rosewood Initiative</h4>



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<p class="card wp-block-paragraph"><em>Participants: 953 · Training hours: 953 · Volunteers &amp; staff trained: 42 · Devices distributed: 60</em></p>
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<p class="wp-block-paragraph"><strong>Project</strong><br>My project is about working with the Spanish-speaking community, especially people who are vulnerable. Many times they do not know how to read or write in their own language, and in order to access resources or apply for jobs, they have to use a computer but do not know how to turn one on.</p>



<p class="wp-block-paragraph"><strong>Impact</strong><br>One case that impacted me a lot was a person who had been volunteering for a long time and was finally given the opportunity to work, regardless of her immigration status. But there was a problem—she had to use a computer to enter information about participants. She would constantly ask if I knew about computer classes.</p>



<p class="wp-block-paragraph">Fortunately, I started my project in collaboration with Free Geek. She was able to learn and receive her own computer. Now she is very happy and tells me that because she has a computer at home, she can continue practicing what they teach her at work and upload families’ information without any problem.</p>



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<h2 class="wp-block-heading" id="h-juliette-bautista"><strong>Juliette Bautista</strong></h2>



<h4 class="wp-block-heading">Executive Director, Club Ability</h4>



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<p class="card wp-block-paragraph"><em>Participants: 294 · Training hours: 600 · Volunteers &amp; staff trained: 49 · Devices distributed: 36</em></p>
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<p class="wp-block-paragraph"><strong>Project</strong><br>As a Digital Inclusion Fellow, I led initiatives that expanded digital access and STEM education for low-income families across Utah. Through programs like <em>Triunfa en Tecnología</em> and <em>Tech for All</em>, we worked with entire families—children, youth, and parents—to build digital literacy and technology skills together.</p>



<p class="wp-block-paragraph">We provided hands-on training in coding, robotics, and digital tools, and distributed laptops to students without access to devices so they could continue learning from home. Over the course of the fellowship, we served hundreds of students and delivered thousands of hours of instruction.</p>



<p class="wp-block-paragraph"><strong>Impact</strong><br>Madelayne is a 12-year-old Tech Creator, bilingual, and full of initiative when it comes to proposing ideas. She stands out for actively participating in classes.</p>



<p class="wp-block-paragraph">She has been a student at Club Ability since 2022, where she discovered her passion for programming, with Minecraft Education being her favorite subject. She has also volunteered in different Club Ability activities.</p>



<p class="wp-block-paragraph">In recognition of her dedication, we awarded her a laptop. She has since participated as a speaker at conferences like <em>Triumph in Technology</em>.</p>



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<h2 class="wp-block-heading" id="h-emily-spradling"><strong>Emily Spradling</strong></h2>



<h4 class="wp-block-heading">Digital Program Manager, Literacy KC</h4>



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<p class="card wp-block-paragraph"><em>Participants: 1,886 · Training hours: 2,574 · Volunteers &amp; staff trained: 90 · Devices distributed: 149</em></p>
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<p class="wp-block-paragraph"><strong>Project</strong><br>My Digital Inclusion Fellowship project expanded digital skills courses at Literacy KC with a focus on workforce development and entrepreneurship. We introduced six-week courses in Canva and QuickBooks, giving students hands-on experience with tools that support career advancement. Participants also received one-year subscriptions to both platforms.</p>



<p class="wp-block-paragraph"><strong>Impact</strong><br>A participant came into my first Canva class saying she “hates computers.” She would often get frustrated during class, but she kept coming back.</p>



<p class="wp-block-paragraph">Later, I learned she was in recovery and working at a sober-living house. She had been told that improving her computer skills could help her move into a management role.</p>



<p class="wp-block-paragraph">After earning her Canva certification, she was proud of how far she had come. She ended up getting a promotion and continued taking additional computer courses.</p>



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<h2 class="wp-block-heading" id="h-marina-alvarez"><strong>Marina Alvarez</strong></h2>



<h4 class="wp-block-heading">Special Projects Program Manager, Latino Network</h4>



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<p class="card wp-block-paragraph"><em>Participants: 131 · Training hours: 250 · Volunteers &amp; staff trained: 15 · Devices distributed: 8</em></p>
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<p class="wp-block-paragraph"><strong>Project</strong><br>Our project focused on addressing the need for digital literacy in our community. We developed culturally responsive curricula, offered workshops in Spanish, and distributed devices. Through guest speakers, interactive projects, and community partnerships, we worked to make digital literacy more accessible and engaging.</p>



<p class="wp-block-paragraph">We also opened a community technology center where participants could access devices during workshops and continue learning.</p>



<p class="wp-block-paragraph"><strong>Impact</strong><br>We had participants who attended almost every session. One in particular was an older woman who loved coming in to learn.</p>



<p class="wp-block-paragraph">One day, we piloted a Canva resume workshop in English. Even though she didn’t understand the language, she still showed up and said she wanted to learn as much as she could.</p>



<p class="wp-block-paragraph">We sat together, and I helped her through the basics. She ended up creating a flyer and had so much fun being creative. She left with a completed project and asked us to offer the workshop again in Spanish.</p>


Digital Inclusion Fellowship Cohort 10 Spotlight featuring a group photo of the fellows smiling at the camera.

Cohort 10 spotlight: Digital inclusion in practice


<p class="wp-block-paragraph">At the <a href="https://www.nten.org/gather/ntc" target="_blank" rel="noreferrer noopener">2025 Nonprofit Technology Conference</a>, I stood in a room full of brilliant, exhausted leaders for my session: <strong>&#8220;Congrats, you’re a manager. Now what?&#8221; </strong></p>



<p class="wp-block-paragraph">As we talked, I felt a wave of relief wash over the room. It wasn&#8217;t because I had all the answers—it was because everyone realized they weren&#8217;t alone. We were a room full of <strong>accidental managers.</strong> You know the story: you’re amazing at the mission, you hit your goals, and your &#8220;reward&#8221; is a promotion into a management role that nobody actually taught you how to do.</p>



<p class="wp-block-paragraph">That session was the spark for our <a href="https://dub.sh/398LcQs"><strong>2026 Nonprofit Management Readiness Report</strong></a>. We wanted to know: <em>Is it just us?</em> The answer was a resounding &#8220;No.&#8221; Our research found that <strong>77% of nonprofit managers feel like they were tossed into the deep end without a life vest.</strong></p>



<blockquote class="wp-block-quote is-layout-flow wp-block-quote-is-layout-flow">
<p class="wp-block-paragraph">In the tech world, we would never deploy a critical software update without a framework, a beta test, and a support manual. But in nonprofits, we often &#8220;launch&#8221; managers with little more than a new title and a &#8220;you&#8217;ll be great!&#8221;</p>
</blockquote>



<h2 class="wp-block-heading" id="h-why-winging-it-is-exhausting"><strong>Why &#8220;winging it&#8221; is exhausting</strong></h2>



<p class="wp-block-paragraph">In the tech world, we would never deploy a critical software update without a framework, a beta test, and a support manual. But in nonprofits, we often &#8220;launch&#8221; managers with little more than a new title and a &#8220;you&#8217;ll be great!&#8221;</p>



<p class="wp-block-paragraph">It’s not just stressful; it’s a setup for burnout. Our <a href="https://dub.sh/398LcQs" target="_blank" rel="noreferrer noopener">data</a> shows that <strong>60% of new leaders feel like they’re failing within their first two years.</strong> This isn&#8217;t a &#8220;you&#8221; problem; it’s a support problem.</p>



<p class="wp-block-paragraph">To fix it, we need to stop treating management like a personality trait you’re born with and start treating it like a simple <strong>operating system</strong>—a few reliable rhythms that keep the wheels from falling off.</p>



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<p class="wp-block-paragraph">We often feel &#8220;unprepared&#8221; because all the &#8220;how-to&#8221; knowledge is stuck in someone else’s head. When that person leaves, the system breaks.</p>
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<h2 class="wp-block-heading" id="h-3-simple-rhythms-to-stop-the-firefighting"><strong>3 simple rhythms to stop the firefighting</strong></h2>



<p class="wp-block-paragraph">You don&#8217;t need a corporate makeover to find your footing. You just need a few purposeful workflows to give you some breathing room.</p>



<h3 class="wp-block-heading" id="h-1-find-your-rhythm-the-20-minute-tactical"><strong>1. Find your rhythm: The 20-minute tactical</strong></h3>



<p class="wp-block-paragraph">Most of us spend our days reacting to pings and &#8220;quick questions.&#8221; That’s exhausting. Our <strong>Management On Purpose Framework</strong> puts you back in the driver’s seat with a proactive &#8220;pulse.&#8221;</p>



<ul class="wp-block-list">
<li><strong>The habit:</strong> One 20-minute chat per week with each direct report.</li>



<li><strong>The secret sauce:</strong> Use a simple agenda: <em>What went well? Where are you stuck? What are your top 3 for next week?</em></li>



<li><strong>The result:</strong> You stop being a firefighter and start being a &#8220;blocker-remover.&#8221;</li>
</ul>



<h3 class="wp-block-heading" id="h-2-the-5-minute-check-in-real-time-feedback"><strong>2. The 5-minute check-in: real-time feedback</strong></h3>



<p class="wp-block-paragraph">We found that <strong>feedback is the thing people want most</strong>, but get the least. When you wait for the &#8220;Annual Review&#8221; to say what’s on your mind, it’s like trying to fix a bug a year after the code was written.</p>



<ul class="wp-block-list">
<li><strong>The habit:</strong> Give &#8220;micro-feedback&#8221; in the moment.</li>



<li><strong>The secret sauce:</strong> A quick, &#8220;Hey, when you did X, it really helped the team because of Y.&#8221;</li>



<li><strong>The result:</strong> No more awkward surprises in their review. (BTW, nothing in a review should be a surprise!) Just constant, helpful calibration.</li>
</ul>



<h3 class="wp-block-heading" id="h-3-share-the-know-how-documentation"><strong>3. Share the know-how: Documentation</strong></h3>



<p class="wp-block-paragraph">We often feel &#8220;unprepared&#8221; because all the &#8220;how-to&#8221; knowledge is stuck in someone else’s head. When that person leaves, the system breaks.</p>



<ul class="wp-block-list">
<li><strong>The habit:</strong> If you do it more than twice, write it down.</li>



<li><strong>The secret sauce:</strong> Create a simple &#8220;How We Do Things&#8221; folder. From onboarding a volunteer to running a report, give your future self (and your team) a map.</li>



<li><strong>The result:</strong> You stop answering the same questions ten times a day.</li>
</ul>



<p class="wp-block-paragraph">Management doesn&#8217;t have to be a mystery, and it definitely shouldn&#8217;t be a source of constant &#8220;impostor syndrome.&#8221; When we give ourselves a few simple systems to lean on, we stop just &#8220;surviving&#8221; our roles and start actually leading our missions.</p>


You know the story: you’re amazing at the mission, you hit your goals, and your "reward" is a promotion into a management role that nobody actually taught you how to do.

Beyond the “accidental manager”: Why nonprofit leadership needs a systems upgrade


<p class="wp-block-paragraph">One year after the cancellation of the Digital Equity Act, many organizations doing digital inclusion work are still trying to navigate what comes next. We spoke to our Digital Inclusion fellows, who work in digital equity programs across the country, to understand how they are managing their work amidst this funding and political climate.</p>



<p class="wp-block-paragraph">The loss of federal funding disrupted programs and expansion plans, but fellows in <a href="https://www.nten.org/learn/digital-inclusion-fellowship">NTEN’s Digital Inclusion Fellowship</a> describe something broader, too: uncertainty that touches nearly every part of the work, even beyond digital inclusion programs. Community organizations are losing staff, funding, and partners. Libraries are defending their existence. Some organizations are changing language to avoid political scrutiny. In immigrant communities, people are increasingly hesitant to attend trainings or gather in public. At the same time, the need for digital inclusion work has not changed.</p>



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<p class="wp-block-paragraph">Passed with bipartisan support, the legislation recognized internet access and digital literacy as essential infrastructure for participation in modern civic life.&nbsp;</p>
</blockquote>



<p class="wp-block-paragraph"><strong>Also read:</strong> <a href="https://www.nten.org/blog/digital-equity-act-statement?utm_source=chatgpt.com">NTEN statement supporting the Digital Equity Act</a></p>



<p class="wp-block-paragraph"><em>“Over the past year, the digital equity field has been moving through a lot of uncertainty,”</em> said Maria Lara, Digital Equity Manager at NTEN. <em>“The cancellation of the Digital Equity Act didn’t just affect specific programs; it shifted the overall momentum of the work. Many organizations are trying to plan while holding a lot of unknowns, even as the need in communities keeps growing.”</em></p>



<p class="wp-block-paragraph">For the past decade, NTEN’s<a href="https://www.nten.org/learn/digital-inclusion-fellowship?utm_source=chatgpt.com"> Digital Inclusion Fellowship</a> has supported nonprofit and community leaders building digital literacy programs rooted in the realities of their local communities. Fellows work in libraries, schools, housing organizations, workforce programs, immigrant-serving organizations, and community centers across the United States. Their projects range from basic computer skills training to device access, accessibility support, digital navigation, and community-based technology education.</p>



<p class="wp-block-paragraph">The Digital Equity Act had created new possibilities for this work. Passed with bipartisan support, the legislation recognized internet access and digital literacy as essential infrastructure for participation in modern civic life. <span style="box-sizing: border-box; margin: 0px; padding: 0px;">One year since the Act was scrapped,<strong> we must ensure that Congress does not heed the&nbsp;<a href="https://www.whitehouse.gov/wp-content/uploads/2026/04/budget_fy2027.pdf" target="_blank" rel="noopener">President’s budget request&nbsp;</a>to eliminate the Digital Equity Act funds from the FY2027 budget.</strong></span> Learn more and see how you can <a href="https://www.digitalinclusion.org/blog/the-digital-equity-act-one-year-later/">get involved in the DEA Month of Action by the National Digital Inclusion Alliance</a>.</p>



<p class="wp-block-paragraph">Our current cohort of Digital Inclusion Fellows describes what it looks like to continue this work while funding disappears and political pressure intensifies.&nbsp;</p>



<h3 class="wp-block-heading" id="h-funding-instability-is-reshaping-day-to-day-work"><strong>Funding instability is reshaping day-to-day work</strong></h3>



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<p class="wp-block-paragraph">For many fellows, the most immediate effect of the Digital Equity Act’s cancellation was the disappearance of funding that organizations had already begun planning around.</p>



<p class="wp-block-paragraph">One fellow working in a library described how quickly priorities shifted:</p>



<p class="wp-block-paragraph"><em>“Progress was slowed for a couple of months because we all had to pause from doing the real work to make sure the state library would still exist months from now –&nbsp;updating documents with the ‘correct’ phrasing. We still don&#8217;t know the fate of the next fiscal year. On the funding side, the digital skill grants I had applied for no longer exist. $1.2 billion in nationwide funding was gone overnight. Some partner organizations had all or most of their funding pulled, further slowing progress. Book bans and reports of death threats to librarians across the state are a scary little backdrop as we all try to connect our communities with the resources they need to survive and thrive in a changing world.”</em></p>



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<p class="wp-block-paragraph">We must ensure that Congress does not heed the&nbsp;President’s budget request&nbsp;to eliminate the Digital Equity Act funds from the FY2027 budget.</p>
</blockquote>



<p class="wp-block-paragraph">Others described smaller but equally disruptive changes inside their organizations.</p>



<p class="wp-block-paragraph"><em>“One of our team members was laid off in June due to funding losses, and we have been experiencing ongoing staffing challenges since then.”</em></p>



<p class="wp-block-paragraph"><em>“We are not certain of the funding we have in the future for me to expand and put funds towards this project. Although it is needed, extensions for Microsoft Accessibility would need to be purchased, and funds cannot be allocated to this at this time. I had more plans to further this project, but they may have to wait for approval.”</em></p>



<p class="wp-block-paragraph">Several fellows also described the ripple effects of funding losses across local nonprofit networks.</p>



<p class="wp-block-paragraph"><em>“Many nonprofits that I collaborate with have lost grant-funded staff. It has made it more difficult to get a hold of people and contacts.”</em></p>



<p class="wp-block-paragraph"><em>“Our funding has not been affected, but I lost a major partner that was utilized for the project.”</em></p>



<p class="wp-block-paragraph">&nbsp;<a href="https://www.nten.org/blog/digital-equity-act-statement?utm_source=chatgpt.com">As we’ve said before</a>, digital inclusion work is not abstract policy work — it affects whether people can apply for jobs, access healthcare, communicate with schools, stay connected to loved ones, and participate fully in their communities. Fellows’ responses make clear how difficult it becomes to sustain that work when organizations are operating with reduced staff, uncertain budgets, and fewer community partners.</p>



<h3 class="wp-block-heading" id="h-fear-and-political-pressure-are-changing-how-communities-participate"><strong>Fear and political pressure are changing how communities participate</strong></h3>



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<p class="wp-block-paragraph">Several fellows working with immigrant communities described a growing fear of attending in-person programming.</p>



<p class="wp-block-paragraph">As these fellows shared:</p>



<p class="wp-block-paragraph"><em>“The Latin community that I work with is afraid to leave their homes, which affects us a lot since my project is meant to have groups of 10 people. There are times when I only have 4 or 5 participants.”</em></p>



<p class="wp-block-paragraph"><em>“While our communities trust our organization, there is still a fear we see from folks not wanting to be outside as often, impacting attendance at our programming.”</em></p>



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<p class="wp-block-paragraph"><em>Book bans and reports of death threats to librarians across the state are a scary little backdrop as we all try to connect our communities with the resources they need to survive and thrive in a changing world.”</em></p>
</blockquote>



<p class="wp-block-paragraph">Another fellow described seeing both challenges and opportunities in their work right now:</p>



<p class="wp-block-paragraph"><em>“The current funding and political climate have presented both challenges and opportunities for digital equity work in our community. As a Digital Inclusion Fellow, I’ve seen how fluctuating funding streams and shifting political priorities can make it difficult to sustain long-term digital literacy programs, especially with limited resources. However, there are many opportunities, especially right now, to connect with families and our community. It has also been hard to get families to show up in person due to the immigration climate.”</em></p>



<p class="wp-block-paragraph">For some fellows, those concerns have become part of the daily reality of teaching and outreach.</p>



<p class="wp-block-paragraph"><em>“The current political climate has affected my digital equity work heavily. I remember one night when I was teaching late, and we had an ICE-spotting three blocks away from where we teach. Even as a birthright citizen, I&#8217;m concerned about traveling to teach.”</em></p>



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<p class="wp-block-paragraph"><em>Fluctuating funding streams and shifting political priorities can make it difficult to sustain long-term digital literacy programs, especially with limited resources.</em></p>
</blockquote>



<p class="wp-block-paragraph">Others described pressure inside their organizations to change language or avoid terminology that might draw political scrutiny.</p>



<p class="wp-block-paragraph"><em>“We had to rebrand our program to keep away from ‘buzzwords’ that would jeopardize other funding needed to keep our organization afloat. We are no longer able to serve undocumented community members in any capacity, which goes against the very nature of digital equity work.”</em></p>



<p class="wp-block-paragraph">That fellow also described how conversations about future collaboration stalled after expected state funding disappeared.</p>



<p class="wp-block-paragraph"><em>“Without that funding, those conversations halted as no one had the extra funds for digital equity. We are working on creative solutions and creating new partnerships to continue closing the digital divide for everyone in our communities.”</em></p>



<p class="wp-block-paragraph">The responses reflect a difficult tension. Organizations are continuing to respond to community needs while also navigating growing pressure around who can safely participate, what programs can be publicly supported, and what language feels safe to use.</p>



<p class="wp-block-paragraph">Also read: <a href="https://www.digitalinclusion.org/blog/the-digital-equity-act-one-year-later/" target="_blank" rel="noreferrer noopener">The Digital Equity Act one year later – NDIA</a></p>



<h3 class="wp-block-heading" id="h-the-work-continues-because-the-need-has-not-gone-away"><strong>The work continues because the need has not gone away</strong></h3>



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<p class="wp-block-paragraph">Despite the strain evident in many responses, fellows also described continuing to adapt their programs and partnerships because the need for digital inclusion work remains immediate.</p>



<p class="wp-block-paragraph">One fellow explained:</p>



<p class="wp-block-paragraph"><em>“Despite these challenges, our team continues to collaborate with community partners, adapt our curriculum, and seek alternative funding sources to keep workshops running. The cuts have underscored the urgent need for long-term, reliable investment in digital inclusion – not just as a program, but as a fundamental part of community development and equity.”</em></p>



<blockquote class="wp-block-quote is-layout-flow wp-block-quote-is-layout-flow">
<p class="wp-block-paragraph"><em>We had to rebrand our program to keep away from ‘buzzwords’ that would jeopardize other funding needed to keep our organization afloat. We are no longer able to serve undocumented community members in any capacity, which goes against the very nature of digital equity work.</em></p>
</blockquote>



<p class="wp-block-paragraph">In her role managing the Digital Inclusion Fellowship at NTEN, Lara hears directly from fellows across the country about what sustaining this work looks like right now.</p>



<p class="wp-block-paragraph"><em>“In my day-to-day, I hear from fellows across the country, and what they share stays with me,”</em> Lara said. <em>“Their stories, their creativity, the way they show up for their communities with so much care. There is a lot of love and passion in this work, and you can feel it in how they talk about the people they serve and their projects.”</em></p>



<p class="wp-block-paragraph">Over the past decade, fellows in <a href="https://www.nten.org/learn/digital-inclusion-fellowship?utm_source=chatgpt.com">NTEN’s Digital Inclusion Fellowship</a> have worked across 28 regions, partnered with more than 125 organizations, and reached nearly 59,000 participants.</p>



<p class="wp-block-paragraph">Those numbers reflect work happening in libraries, classrooms, housing organizations, and community centers across the country. They also reflect the reality that digital inclusion is ongoing community infrastructure, not a short-term initiative.</p>



<p class="wp-block-paragraph"><em>“The need is still there, and this work is far from done,” </em>Lara said. <em>“Digital inclusion is not something temporary. It requires continuing commitment, trust, and investment in the communities we serve.”</em></p>



<p class="wp-block-paragraph">One year after the cancellation of the Digital Equity Act, practitioners are still finding ways to continue serving their communities. But the fellows’ responses also make clear that community commitment alone cannot replace stable investment, staffing, and long-term support.</p>


A quote by Maria Lara, with her face and job title written below - Digital Equity Manager, NTEN. "The cancellation of the Digital Equity Act didn’t just affect specific programs, it shifted the overall momentum of the work. Many organizations are trying to plan while holding a lot of unknowns, even as the need in communities keeps growing."

Digital inclusion after the Digital Equity Act was scrapped


<p class="wp-block-paragraph">In 2024, I attended my third <a href="https://www.nten.org/gather/ntc" target="_blank" rel="noreferrer noopener">NTC conference</a> and presented for the first time. Eager to learn and discover nonprofit marketing and technology trends, and one thing was immediately clear: mobile messaging is on the rise! And if my organization didn’t start investing soon, I felt like we would be behind the curve. </p>



<p class="wp-block-paragraph">After the conference, I no longer questioned whether we should invest in mobile messaging, but what I didn&#8217;t realize the hardest part wouldn&#8217;t be making the case to leadership. (That was surprisingly easy!) It would be choosing a platform.</p>



<blockquote class="wp-block-quote is-layout-flow wp-block-quote-is-layout-flow">
<p class="wp-block-paragraph">The trend toward mobile marketing is hard to ignore. Not only were many organizations at NTC showcasing innovative and engaging campaigns, but the data backs it up.</p>
</blockquote>



<p class="wp-block-paragraph">Thus, my mobile messaging exploration began. And, thanks to the <a href="https://www.nten.org/gather/ntc" target="_blank" rel="noreferrer noopener">NTC conference</a>, I had several vendors I could reach out to.</p>



<p class="wp-block-paragraph">What started as a few introductory calls and demos quickly had my head spinning.&nbsp;Unlike many CRMs, email marketing tools, and social media scheduling tools, comparing mobile messaging platforms is not apples to apples.</p>



<p class="wp-block-paragraph">One vendor priced per message, while the other priced per segment. A third vendor used credits, where one SMS equals one credit, and MMS equals three credits. Now it was time to pull out the calculator. How many credits equal one dollar? How many contacts do we have? And, how often do we plan to text? In addition to messaging fees, there were setup and compliance costs, short- and long-code lease, 10DLC registration, and platform software license.</p>


<div class="wp-block-image">
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</div>


<p class="wp-block-paragraph">I started to feel like the confused math lady meme. What am I actually paying for?<strong> </strong></p>



<p class="wp-block-paragraph">Part of the problem was that I thought I was comparing different tools, but it turns out I was comparing different approaches to using mobile messaging.&nbsp;</p>



<p class="wp-block-paragraph">One approach functions like a broadcast channel. You rent a list, send a message or two, reach thousands of people quickly, and drive them to a landing page. This option is best for lead generation or crisis campaigns.&nbsp;</p>



<p class="wp-block-paragraph">Another approach offers flexible, pay-as-you-go tools with no upfront or annual commitment but minimal customer support. You are on your own to make it work. This option is best for an organization looking to test before they buy. </p>



<blockquote class="wp-block-quote is-layout-flow wp-block-quote-is-layout-flow">
<p class="wp-block-paragraph">I realized the problem wasn’t that I was comparing vendors. It was that I was comparing them on their terms instead of mine. That realization led me to build a scorecard.</p>
</blockquote>



<p class="wp-block-paragraph">The third approach treats mobile messaging as a relationship channel.&nbsp; You grow your own list, segment it, and send intentional, strategic messages. Supporters who opt-in to your messages have chosen a more intimate channel, and the strategy should reflect that. This option is best for supporter stewardship.&nbsp;</p>



<h2 class="wp-block-heading" id="h-the-details-that-quietly-derail-you">The details that quietly derail you</h2>



<p class="wp-block-paragraph">Even after I got clear on the strategic differences, the operational details kept getting in the way.&nbsp;</p>



<p class="wp-block-paragraph">Message length, for example, sounds minor. It isn’t. In most cases, mobile messages are billed in 160-character segments. Go over that, and your “one message” becomes two or three, and your cost doubles or triples. MMS adds another layer. Using images and video incurs higher costs, and, depending on the platform, you may not realize how much more until you’re already in.  </p>



<blockquote class="wp-block-quote is-layout-flow wp-block-quote-is-layout-flow">
<p class="wp-block-paragraph">From setting up the tool, integrating it with existing systems to managing the list and writing the messages, I quickly realized that the comparison wasn’t only about cost and features; it was about my capacity. </p>
</blockquote>



<p class="wp-block-paragraph">Then there’s compliance. You can’t just start texting people. There’s a registration, approval process, and opt-in language requirements. Some vendors handle all of it, but many leave it to you. Then there was the issue of understanding how many mobile numbers we had in our database. Some platforms validate or append phone numbers, while others can recommend their preferred third-party tools to do it. If your data isn’t clean going in (ours wasn’t—we genuinely had no idea how many mobile numbers we had), that can meaningfully affect costs and setup.&nbsp;</p>



<p class="wp-block-paragraph">Like many nonprofit marketing teams, ours is small. I was the one organizing the calls and demos, and I had to map what internal implementations would look like. From setting up the tool, integrating it with existing systems to managing the list and writing the messages, I quickly realized that the comparison wasn’t only about cost and features; it was about my capacity.&nbsp;</p>



<h2 class="wp-block-heading">What actually helped</h2>



<p class="wp-block-paragraph">At some point, I realized the problem wasn’t that I was comparing vendors. It was that I was comparing them on their terms instead of mine. I was taking the information they gave me and trying to make it align with my goals, but I hadn’t asked the right questions on each call. I had to go back to each vendor with specific questions to evaluate them side by side.</p>



<p class="wp-block-paragraph">That realization led me to build a scorecard. A clear list of what matters most to our organization, weighted by priority. This helped me with each follow-up conversation and forced vendors to answer the same questions, making the comparison much easier.&nbsp; My scorecard looked something like this:&nbsp;</p>



<figure class="wp-block-table is-style-regular"><table class="has-blue-background-color has-background"><thead><tr><th>Category</th><th>Criteria</th><th>Weight (1–5)</th><th>Vendor A</th><th>Vendor B</th><th>Vendor C</th></tr></thead><tbody><tr><td>Pricing</td><td>Cost per mobile messaging/MMS</td><td></td><td></td><td></td><td></td></tr><tr><td>Pricing</td><td>Total cost (incl. platform fees (monthly/annual), short/long code)</td><td></td><td></td><td></td><td></td></tr><tr><td>Volume &amp; Scale</td><td>Ability to start small and scale</td><td></td><td></td><td></td><td></td></tr><tr><td>Support</td><td>Strategic &amp; ongoing support (set up, copy, testing)</td><td></td><td></td><td></td><td></td></tr><tr><td>Support</td><td>Reporting and analytics</td><td></td><td></td><td></td><td></td></tr><tr><td>Technical</td><td>Integration with donation platform</td><td></td><td></td><td></td><td></td></tr><tr><td>Technical</td><td>Ease of use / internal lift</td><td></td><td></td><td></td><td></td></tr><tr><td>Compliance</td><td>Compliance support (10DLC, opt-ins)</td><td></td><td></td><td></td><td></td></tr><tr><td>Performance</td><td>Deliverability and speed</td><td></td><td></td><td></td><td></td></tr><tr><td>Growth</td><td>List growth and segmentation tools</td><td></td><td></td><td></td><td></td></tr></tbody></table></figure>



<p class="wp-block-paragraph">A scorecard helps to keep every conversation grounded in what your organization actually needs rather than what a vendor is trying to sell. Vendors are doing their job – they’re selling! The scorecard is how you do yours.</p>



<h2 class="wp-block-heading">Where that leaves us</h2>



<p class="wp-block-paragraph">The trend toward mobile marketing is hard to ignore. Not only were many organizations at NTC showcasing innovative and engaging campaigns, but the data backs it up.</p>



<p class="wp-block-paragraph"><a href="https://mailchimp.com/resources/sms-open-rates/">SMS open rate is at 98%.</a> People read texts, often within minutes, which creates a different kind of opportunity, especially for urgent campaigns, time-bound appeals, and moments when attention matters most.&nbsp;</p>



<p class="wp-block-paragraph"><strong>Also read:</strong> <a href="https://www.nten.org/blog/compliance-requirements-smarter-workflows" target="_blank" rel="noreferrer noopener">Meet rising compliance requirements with smarter workflows</a></p>



<blockquote class="wp-block-quote is-layout-flow wp-block-quote-is-layout-flow">
<p class="wp-block-paragraph">Mobile messaging done well is one of the best ways to reach supporters directly and with purpose. And that is worth getting right.</p>
</blockquote>



<p class="wp-block-paragraph">The good news is that the decision gets easier once you have clear objectives and a framework to guide it. Start with your goal and understand your capacity. Translate the pricing into something concrete before you’re under contract. The potential makes this worth the effort. <a href="https://mrbenchmarks.com/mobile-messaging/">SMS revenue grew 48% year over year in 2025</a>. The organizations that started figuring this out early won’t be scrambling ot catch up later. Mobile messaging done well is one of the best ways to reach supporters directly and with purpose. And that is worth getting right.</p>


Choosing a mobile messaging vendor shouldn’t be this hard


<h3 class="wp-block-heading"><strong>The structural problem</strong></h3>



<div style="height:15px" aria-hidden="true" class="wp-block-spacer"></div>



<p class="wp-block-paragraph">When a security researcher finds a vulnerability in a large company&#8217;s systems, the path forward is well-defined. The company has a policy, a contact process, and staff who know what to do with an incoming report. The researcher submits what they found, the organization reviews it, and the vulnerability gets addressed.</p>



<p class="wp-block-paragraph">Now consider the same scenario at a nonprofit. A researcher finds an exposed database containing donor financial records, or a security flaw in a case management system used by an immigration services organization. In most cases, there is no policy, no contact process, and no internal capacity to receive or act on that report. The researcher has nowhere structured to send what they found.</p>



<p class="wp-block-paragraph">This is not primarily a problem of awareness. Most nonprofit IT teams know what responsible disclosure is. The problem is structural. The tools and processes that make organized disclosure work were built for organizations with dedicated security staff, legal departments, engineering resources, and enterprise software budgets. Those conditions do not describe most nonprofits.</p>



<blockquote class="wp-block-quote is-layout-flow wp-block-quote-is-layout-flow">
<p class="wp-block-paragraph">This is not primarily a problem of awareness. The problem is structural.</p>
</blockquote>



<p class="wp-block-paragraph">The consequence is predictable. Reports go undelivered, get posted publicly, or arrive through informal channels with no process behind them. The vulnerability persists. The organizational risk compounds.</p>



<h3 class="wp-block-heading" id="h-nonprofits-are-being-targeted-at-a-rate-most-would-not-expect"><strong>Nonprofits are being targeted at a rate most would not expect</strong></h3>



<div style="height:15px" aria-hidden="true" class="wp-block-spacer"></div>



<p class="wp-block-paragraph">The scale of attacks on the nonprofit sector is not well understood from the outside. <a href="https://www.okta.com/resources/whitepaper-nonprofits-at-work-
2025/" target="_blank" rel="noreferrer noopener">Okta’s <em>Businesses at Work 2025</em></a> report identified nonprofits as the second most targeted sector for cyberattacks globally, with an 18% rate of malicious login attempts, putting them ahead of healthcare and financial services. That number represents attempted unauthorized access across thousands of organizations, and it is not coincidental.</p>



<p class="wp-block-paragraph">Nonprofits hold sensitive data: donor financial records, beneficiary healthcare information, immigration case files, and advocacy communications for vulnerable populations. The data profile of a mid-sized nonprofit often rivals that of a regulated financial institution, without the corresponding security resources.</p>



<blockquote class="wp-block-quote is-layout-flow wp-block-quote-is-layout-flow">
<p class="wp-block-paragraph">Nonprofits are the second most targeted sector for cyberattacks globally, with an 18% rate of malicious login attempts, putting them ahead of healthcare and financial services.</p>
</blockquote>



<p class="wp-block-paragraph"><a href="https://www.microsoft.com/en-us/security/security-
insider/threat-landscape/microsoft-digital-defense-report-2024" target="_blank" rel="noreferrer noopener">Microsoft’s <em>Digital Defense Report 2024</em></a> places nonprofits fourth among sectors targeted by government-sponsored attackers—groups defined by patience and sophistication, not just opportunistic financial crime. <a href="https://radar.cloudflare.com/reports/project-galileo-11th-anniv" target="_blank" rel="noreferrer noopener">Cloudflare’s Project Galileo</a> recorded a 241% increase in attacks on human rights and civil society organizations between 2024 and 2025. <a href="https://nethope.org/toolkits/2025-state-of-humanitarian-and-
development-cybersecurity-report/" target="_blank" rel="noreferrer noopener">NetHope’s 2025 cybersecurity report</a> found that phishing and account takeovers affected 94% of surveyed nonprofit organizations, up from 74% the prior year. The trend is not leveling off.</p>



<p class="wp-block-paragraph"><strong>Also read: </strong><a href="https://www.nten.org/blog/innovative-phishing-simulations-to-build-cyber-resilience" target="_blank" rel="noreferrer noopener">Innovative phishing simulations to build cyber-resilience</a></p>



<h3 class="wp-block-heading" id="h-why-existing-solutions-don-t-fit-nonprofit-realities"><strong>Why existing solutions don’t fit nonprofit realities</strong></h3>



<div style="height:15px" aria-hidden="true" class="wp-block-spacer"></div>



<p class="wp-block-paragraph">The <a href="https://cltc.berkeley.edu/2024/12/04/cltc-and-the-city-and-county-of-san-francisco- launch-cybercan/" target="_blank" rel="noreferrer noopener">UC Berkeley Center for Long-Term Cybersecurity</a> found that 46% of nonprofits identify funding as the primary obstacle to improving their security posture. That framing is accurate but incomplete. The barrier to running a disclosure program is not only a budget issue—it is also the assumptions baked into every major platform designed for this purpose.</p>



<p class="wp-block-paragraph">These platforms assume organizations have:</p>



<ul class="wp-block-list">
<li>Lawyers who can draft legal policies</li>



<li>Security staff who can evaluate incoming reports</li>



<li>Engineers who can manage the operational side</li>
</ul>



<p class="wp-block-paragraph">These are not reasonable assumptions for a 30-person advocacy organization or a regional social services provider. As a result, a large portion of the nonprofit sector has been effectively excluded from a practice the rest of the technology world has broadly adopted.</p>



<h3 class="wp-block-heading" id="h-the-problem-has-a-second-side"><strong>The problem has a second side</strong></h3>



<div style="height:15px" aria-hidden="true" class="wp-block-spacer"></div>



<p class="wp-block-paragraph">A responsible disclosure program depends on two things working together:</p>



<ol class="wp-block-list">
<li>Organizations that can receive reports</li>



<li>Researchers who have accessible programs to participate in</li>
</ol>



<p class="wp-block-paragraph">The current landscape fails nonprofits on both fronts.</p>



<blockquote class="wp-block-quote is-layout-flow wp-block-quote-is-layout-flow">
<p class="wp-block-paragraph">The absence of nonprofit programs does not stop researchers from finding issues in nonprofit systems. It removes the responsible path for reporting what they find.</p>
</blockquote>



<p class="wp-block-paragraph">Security researchers&#8217; attention concentrates on large, well-funded programs where competition is high and financial rewards are substantial. Early-career researchers, students, and security professionals motivated by mission-driven work have limited options for engaging with organizations where their findings would carry real weight.</p>



<p class="wp-block-paragraph">The absence of nonprofit programs does not stop researchers from finding issues in nonprofit systems. It removes the responsible path for reporting what they find.</p>



<h3 class="wp-block-heading" id="h-what-nonprofits-can-actually-do"><strong>What nonprofits can actually do</strong></h3>



<div style="height:15px" aria-hidden="true" class="wp-block-spacer"></div>



<p class="wp-block-paragraph">Building a disclosure program does not require starting at enterprise scale. The most important first step is creating a structured, documented path for reports to arrive and be handled. There are accessible approaches that do not require dedicated security staff or significant budget.</p>



<h4 class="wp-block-heading">Publish a security contact file</h4>



<ul class="wp-block-list">
<li>A <code>security.txt</code> file is a plain text file hosted on your website that tells researchers how to contact your organization if they find something.</li>



<li>It is a recognized standard, takes under an hour to set up, and signals that your organization has a way to receive reports.</li>



<li>The securitytxt.org website provides a free generator and step-by-step documentation.</li>
</ul>



<h4 class="wp-block-heading">Write a basic disclosure policy</h4>



<ul class="wp-block-list">
<li>A disclosure policy does not require a lawyer.</li>



<li>At minimum, it should define:
<ul class="wp-block-list">
<li>What systems are in scope</li>



<li>What you expect from researchers (e.g., good faith, minimal data access, no service disruption)</li>



<li>What researchers can expect from you (e.g., response timeline, legal safe harbor for good faith research)</li>
</ul>
</li>



<li><a href="https://www.cisa.gov" target="_blank" rel="noreferrer noopener">CISA</a> publishes free coordinated disclosure guidance, and templates from established platforms are publicly available and easy to adapt.</li>
</ul>



<h4 class="wp-block-heading">Assign ownership internally</h4>



<ul class="wp-block-list">
<li>Incoming reports need a defined destination and response process.</li>



<li>The owner does not need to be a security professional—an IT generalist, technology director, or operations lead can fill this role.</li>



<li>A dedicated inbox (e.g., <code>security@yourdomain.org</code>) and a simple escalation process are enough to begin.</li>
</ul>



<h4 class="wp-block-heading">Look at platforms built for similar organizations</h4>



<ul class="wp-block-list">
<li>Several platforms now offer disclosure program infrastructure at low or no cost for organizations without large security teams.</li>



<li>These include templates and public frameworks for responsible disclosure.</li>



<li>CISA offers direct support for organizations setting up basic programs.</li>



<li>A growing category of tools can handle intake, communication, and tracking workflows without requiring custom development.</li>
</ul>



<h4 class="wp-block-heading">Engage existing community resources</h4>



<ul class="wp-block-list">
<li>Organizations like <a href="https://www.cisa.gov" target="_blank" rel="noreferrer noopener">CISA</a>, the Center for Internet Security, and nonprofit-focused technology groups publish free guidance for building security programs under resource constraints.</li>



<li>Peer networks within the sector—including <a href="https://www.nten.org/connect/community-groups" target="_blank" rel="noreferrer noopener">NTEN’s community</a>—are increasingly active and can surface practical approaches from organizations facing similar challenges.</li>
</ul>



<h3 class="wp-block-heading" id="h-in-conclusion"><strong>In conclusion</strong></h3>



<div style="height:15px" aria-hidden="true" class="wp-block-spacer"></div>



<p class="wp-block-paragraph">The gap in nonprofit disclosure programs has real consequences—for organizations, for the people whose data they hold, and for the researchers who want to help but have no structured way to do so.</p>



<blockquote class="wp-block-quote is-layout-flow wp-block-quote-is-layout-flow">
<p class="wp-block-paragraph">Nonprofits that build even a basic path for receiving security reports are not just reducing their own exposure. They are making it possible for the security community to work with them rather than around them.</p>
</blockquote>



<p class="wp-block-paragraph">The barriers that created this gap are addressable with the right starting point—and that starting point is more accessible than it has ever been.</p>



<p class="wp-block-paragraph">Nonprofits that build even a basic path for receiving security reports are not just reducing their own exposure. They are making it possible for the security community to work with them rather than around them.</p>


The absence of responsible disclosure programs does not stop researchers from finding issues in nonprofit systems—it removes the responsible path for reporting what they find.

Why nonprofits are missing from the responsible disclosure ecosystem


<p class="wp-block-paragraph">A phishing simulation is a controlled, fake cyberattack designed to test employee awareness and resilience against phishing scams. It involves sending realistic, malicious-looking emails or messages to identify security gaps, with common examples including fake credential login pages, simulated ransomware, and targeted spear-phishing. However, in an increasingly adversarial cyber landscape, they are no longer simply about observing who clicks; they are about getting our workforce fully prepared. As attackers use AI and automation, security teams must also innovate in terms of their training methodologies to move beyond the low-hanging fruit of 2010s-era scams. A realistic simulation that runs today must mirror the modern threat landscape, focusing on psychological triggers, technical authenticity, and a culture of proactive reporting.</p>



<h3 class="wp-block-heading"><strong>The gradual decline of the generic phish</strong></h3>



<p class="wp-block-paragraph">The most significant innovation in phishing simulation is the move toward hyper-personalization. Traditional one-size-fits-all campaigns, such as a generic &#8220;Your package is delayed&#8221; email, often fail to challenge savvy employees and produce misleadingly low click rates. <span style="box-sizing: border-box; margin: 0px; padding: 0px;">According to&nbsp;<a href="https://www.gartner.com/en/newsroom/press-releases/2025-09-22-gartner-survey-reveals-generative-artificial-intelligence-attacks-are-on-the-rise" target="_blank" rel="noopener">Gartner</a>, nearly 29% of cybersecurity leaders reported that their organizations have faced GenAI-driven attacks in the past year, with GenAI used across a broad range of use cases, including phishing, deepfakes, and social engineering.</span> The simulations of today must leverage new-age tactics, such as Business Email Compromise (BEC). These tactics leverage no malicious links at all, but rather a request for a conversation or a change in banking details. <span style="box-sizing: border-box; margin: 0px; padding: 0px;">According to the&nbsp;<a href="https://www.ic3.gov/AnnualReport/Reports/2023_IC3Report.pdf" target="_blank" rel="noopener">FBI IC3 2023 Report</a>, BEC remains one of the most financially devastating forms of cybercrime, with losses exceeding $2.9 billion, underscoring that the human element is the ultimate exploit.</span></p>



<blockquote class="wp-block-quote is-layout-flow wp-block-quote-is-layout-flow">
<p class="wp-block-paragraph">By replicating the exact essence and cadence of corporate communications, employees can be pushed to look for the subtle technical red flags rather than obvious stylistic ones.</p>
</blockquote>



<p class="wp-block-paragraph">To simulate this effectively, internal security teams should analyze the specific software and communication styles used within their own organization. If an organization uses Slack for 90% of its internal chatter, an email-based &#8220;Internal Memo&#8221; will look suspicious from the start. On the contrary, a simulated direct message on a collaboration platform or a notification from a specific SaaS tool like Jira or Workday is far more likely to test the user&#8217;s actual judgment. By replicating the exact essence and cadence of corporate communications, employees can be pushed to look for the subtle technical red flags rather than obvious stylistic ones.</p>



<h3 class="wp-block-heading" id="h-technical-sophistication-and-mfa-bypass"><strong>Technical sophistication and MFA bypass</strong></h3>



<p class="wp-block-paragraph">We are gradually going to an era where a simple message such as &#8220;don&#8217;t enter your password&#8221; warning is insufficient. Threat actors are increasingly using Adversary-in-the-Middle (AiTM) techniques to bypass Multi-Factor Authentication (MFA). In such cases, the victim is directed to a certain proxy server that mimics a real login page. After the victim enters their credentials and enables MFA, the attacker captures the session cookie, granting them full access without ever needing the password again. <a href="https://www.microsoft.com/en-us/security/blog/2022/07/12/from-cookie-theft-to-bec-attackers-use-aitm-phishing-sites-as-entry-point-to-further-financial-fraud/">Microsoft’s Security Blog</a> highlights how these session-theft attacks are becoming a standard in the criminal toolkit.</p>



<p class="wp-block-paragraph">Innovating simulations in organizations means moving toward &#8220;session hijacking&#8221; simulations. Instead of a static page that tells the user they failed, the simulation should demonstrate the danger of &#8220;proxy phishing.&#8221; This involves using tools that can simulate the redirection of a user through a middleman server. When employees see that their MFA code, something they previously thought was an &#8220;invincibility cloak,&#8221; can be intercepted, the educational impact is significantly higher. This shift in training aligns with <a href="https://attack.mitre.org/techniques/T1566/">MITRE ATT&amp;CK Technique T1566</a>, which categorizes the various ways attackers subvert traditional defenses.</p>



<p class="wp-block-paragraph"><strong>Also read: </strong><a href="https://www.nten.org/blog/compliance-requirements-smarter-workflows" target="_blank" rel="noreferrer noopener">Meet rising compliance requirements with smarter workflows</a></p>



<h3 class="wp-block-heading" id="h-the-psychology-of-the-teachable-moment"><strong>The psychology of the &#8216;teachable moment&#8217;</strong></h3>



<p class="wp-block-paragraph">The goal of a simulation is not to catch people; it is to teach them. The &#8220;teachable moment&#8221; occurs within seconds of a user failing a simulation. If a user clicks and is met with a 30-minute mandatory training video, they will feel punished and likely grow resentful of the security team. Innovation in this space involves Just-in-Time micro-learning. A successful landing page after a click can be visually engaging and immediately highlight the missed cues in the specific email they just interacted with.</p>



<blockquote class="wp-block-quote is-layout-flow wp-block-quote-is-layout-flow">
<p class="wp-block-paragraph">The &#8220;teachable moment&#8221; occurs within seconds of a user failing a simulation.</p>
</blockquote>



<p class="wp-block-paragraph">Furthermore, the <a href="https://www.nist.gov/news-events/news/2020/09/phish-scale-nist-developed-method-helps-it-staff-see-why-users-click" target="_blank" rel="noreferrer noopener">NIST PhishScale</a> provides a framework for security leaders and teams to understand why certain emails are more effective than others. It analyzes the cue visibility and the human context of a phish. For example, an email sent during a busy period, such as year-end accounting, is naturally more difficult to handle than one sent during a quiet summer week. By using the PhishScale, innovators can ensure they aren&#8217;t just making hard phishes, but relatively fair ones that provide measurable data on employee resilience under different levels of cognitive load.</p>



<h3 class="wp-block-heading" id="h-accessibility-for-all-the-nonprofit-strategy"><strong>Accessibility for all: the nonprofit strategy</strong></h3>



<p class="wp-block-paragraph">It goes without saying that nonprofits often operate under very tight constraints, such as limited budgets and skeleton IT teams, making them a prime target for threat actors who know that their defenses are not that robust. However, the reality doesn’t have to be that expensive with modern phishing simulation tools and techniques. They can innovate using powerful open-source tools like Gophish, which is an industry-standard toolkit for managing phishing campaigns for free. As outlined in the <a href="https://github.com/gophish/user-guide">Gophish User Guide</a>, the platform allows organizations to clone their own login pages and track results without a recurring subscription fee.&nbsp;</p>



<p class="wp-block-paragraph">For a low-friction approach, nonprofits can also utilize the starter or free tiers of commercial platforms. For example, certain organizations offer a free phishing simulation starter tool that includes incident insights. Additionally, for the educational component, the <a href="https://www.sans.org/newsletters/ouch">SANS OUCH! Newsletter</a> provides high-quality, free security awareness materials that can be linked directly to the failure pages of a Gophish campaign. This allows a nonprofit to run a professional-grade simulation program with limited or even zero software spend, focusing its limited resources on remediating the vulnerabilities identified during the tests.</p>



<h3 class="wp-block-heading" id="h-from-click-rates-to-a-reporting-culture"><strong>From click-rates to a reporting culture</strong></h3>



<p class="wp-block-paragraph">The final frontier of innovation in phishing simulation is the metric of success. For too long, the industry has obsessed over the click rate. However, a low click rate might simply mean the simulation was too easy. The more valuable metric is the reporting rate. A high reporting rate indicates that with humans in the loop, they can actively contribute to the company&#8217;s threat intelligence.&nbsp;</p>



<p class="wp-block-paragraph">A high reporting rate indicates a vigilant human team that actively contributes to the company&#8217;s threat intelligence. When an employee clicks the ‘Report Phishing’ button, they are not just protecting themselves; they are alerting the SOC to a potential campaign.</p>



<blockquote class="wp-block-quote is-layout-flow wp-block-quote-is-layout-flow">
<p class="wp-block-paragraph">When an employee clicks the ‘Report Phishing’ button, they are not just protecting themselves; they are alerting the SOC to a potential campaign.</p>
</blockquote>



<p class="wp-block-paragraph">Building this culture requires positive reinforcement. According to a <a href="https://www.knowbe4.com/press/knowbe4-report-reveals-security-training-reduces-global-phishing-click-rates-by-86">benchmark report</a>, it is observed that organizations that gamify the reporting process, including regular simulation, training, and reporting mechanisms, see a drastic reduction in their phish-prone percentages. Instead of shaming those who fail, companies that thrive tend to celebrate their top reporters. This shifts the perception of the security team from simply being digital police to partners in defense. Ultimately, a realistic simulation program should strive to turn every employee into a sensor, creating a mesh network of human intelligence that is far more difficult for an attacker to penetrate than any single technical control.</p>


Blog header image. Guest post As attackers use AI and automation, cybersecurity teams must also innovate their phishing simulations to move beyond 2010s-era scams.

Innovative phishing simulations to build cyber-resilience


<p class="wp-block-paragraph">Nonprofits have always strived to leverage digital tools to advance their missions. The sector is famously scrappy—always finding creative ways to do more with less, even in the face of chronic underfunding and resource constraints. Despite these challenges, nonprofit professionals persistently seek out new technologies to better serve their communities and drive impact. NTEN’s <a href="https://www.nten.org/accelerate">Tech Accelerate</a> is one such tool – a free assessment that helps nonprofits evaluate their technology adoption, practices, and policies across four key areas: engagement, infrastructure, leadership, and organization.</p>



<p class="wp-block-paragraph"><span style="box-sizing: border-box; margin: 0px; padding: 0px;">Last summer,</span> I had the privilege of completing a student capstone paper,&nbsp;Contemporary Practices in Nonprofit Technology Use and Management: An Exploratory Data Analysis, that was a collaborative effort between NTEN and our University of Minnesota team, composed of Nick Bovee-Gazett and me. Our goal was to conduct an exploratory analysis of NTEN’s Tech Accelerate dataset. Our work included quantitative analysis, and a structured literature review to contextualize findings within broader nonprofit sector trends.</p>



<h3 class="wp-block-heading" id="h-what-the-data-confirms-size-age-and-staffing-matter"><strong>What the data confirms: Size, age, and staffing matter</strong></h3>



<p class="wp-block-paragraph"></p>



<p class="wp-block-paragraph">Our analysis examined a dataset of Tech Accelerate assessments from almost 1,300 organizations spanning the past eight years. We found clear, consistent patterns:</p>



<ul class="wp-block-list">
<li><strong>Smaller organizations (by staff and budget) report higher technology risk across all categories.</strong> Micro-sized nonprofits with fewer than one full-time employee trigger risk flags on 65% of survey answers, compared to just 34% among organizations with 150+ staff.</li>



<li><strong>Newer organizations face greater digital vulnerability.</strong> Nonprofits founded in the 2010s and 2020s show significantly higher risk levels than those established in earlier decades.</li>



<li><strong>Dedicated technology staff make a difference.</strong> While disparities were evident across multiple dimensions—size, budget, age—the number of technology staff employed by an organization appeared to have the biggest impact. Organizations with no tech staff averaged nearly 60% risk flags, while the rate among organizations with more than ten tech staff dropped to 28%. Investment in people—not just tools—appears to be the most effective lever for digital readiness.</li>
</ul>



<p class="wp-block-paragraph">These findings may sound familiar, but the granularity of the Tech Accelerate data brings some disparities lurking underneath into sharper focus. Fifteen individual assessment questions show risk flag rate differences of 50 percentage points or more between the smallest and largest organizations. These gaps aren’t just statistical—they’re indicators of structural deficiencies that shape how nonprofit staff perceive and self-report on their digital readiness.</p>



<blockquote class="wp-block-quote is-layout-flow wp-block-quote-is-layout-flow">
<p class="wp-block-paragraph">Investment in people—not just tools—appears to be the most effective lever for digital readiness.</p>
</blockquote>



<h3 class="wp-block-heading" id="h-repeat-engagement-appears-to-drive-improvement"><strong>Repeat engagement appears to drive improvement</strong></h3>



<p class="wp-block-paragraph"></p>



<p class="wp-block-paragraph">Our most encouraging finding was that organizations conducting multiple Tech Accelerate assessments over time tend to show improving scores. Among 181 organizations with repeat assessments, 61% reduced their overall risk flag rate, with average risk levels falling from 44.2% to 40.8%. The share of organizations in the lowest-risk quartile increased by 50%, suggesting that repeated engagement may support real progress.</p>



<p class="wp-block-paragraph">This trend raises important questions: Are these improvements actually a reflection of substantive organizational change, and if so, what role does Tech Accelerate play in driving that change? While the data cannot establish causality, it points to the potential of self-assessment as both a diagnostic and developmental tool. Further research is needed to explore whether score improvements correlate with real-world outcomes and how assessment use or cohort participation contributes to that journey.</p>



<h3 class="wp-block-heading" id="h-cohort-participation-a-promising-advantage"><strong>Cohort participation: A promising advantage</strong></h3>



<p class="wp-block-paragraph"></p>



<p class="wp-block-paragraph">Since 2024, organizations participating in NTEN’s <a href="https://www.nten.org/learn/nonprofit-tech-readiness">Nonprofit Tech Readiness cohorts</a> have reported lower average risk levels than non-group peers. While pre-2024 data showed similar distributions, cohort scores have since diverged in a positive direction. This suggests that structured engagement and support through cohort programs may yield cumulative benefits, though more research is needed to confirm the link between participation and lasting organizational change.</p>



<h3 class="wp-block-heading" id="h-beyond-the-numbers-technology-adoption-is-not-just-technical"><strong>Beyond the numbers: Technology adoption is not just technical</strong></h3>



<p class="wp-block-paragraph"></p>



<p class="wp-block-paragraph">The evidence gathered in this analysis reinforces a critical lesson: technology adoption in the nonprofit sector cannot be treated as a purely technical exercise. Progress requires:</p>



<ul class="wp-block-list">
<li>Cultural change</li>



<li>Leadership commitment</li>



<li>Equitable governance</li>



<li>Intentional alignment of digital tools with mission outcomes</li>
</ul>



<p class="wp-block-paragraph">Emerging technologies, especially AI, bring both transformative potential and new risks. The urgent need for clear policies, robust data hygiene, bias audits, and cross-functional governance structures is more apparent than ever. The sector stands at a critical juncture: opportunities for impact are expanding, but so too are the risks of exclusion, inequity, and strategic drift.</p>



<h3 class="wp-block-heading" id="h-toward-integrated-intentional-strategies"><strong>Toward integrated, intentional strategies</strong></h3>



<p class="wp-block-paragraph"></p>



<p class="wp-block-paragraph">Meeting modern challenges requires strategies that weave technology into every layer of organizational planning and practice—strategies grounded in equity, informed by data, guided by community voices, and supported by sustained investment in people and systems. The path forward is not about adopting the newest tools for their own sake, but about building the technical, ethical, and organizational capacity to ensure that technology serves as a true enabler of mission and social good.</p>



<blockquote class="wp-block-quote is-layout-flow wp-block-quote-is-layout-flow">
<p class="wp-block-paragraph">Organizations conducting multiple Tech Accelerate assessments over time tend to show improving scores.</p>
</blockquote>



<p class="wp-block-paragraph">The challenges are real, but so are the opportunities. By embracing integrated approaches, investing in people, and centering equity and mission, nonprofits can harness technology to lead.</p>



<p class="wp-block-paragraph"><em>To learn more about the technical details, check out &#8220;<a href="https://blog.jasonsamuels.net/post/822358238540464128/walking-through-the-power-query-data-model-behind">Walking through the Power Query data model behind the analysis of NTEN’s Tech Accelerate dataset</a>&#8221; by Jason Samuels. </em> </p>


Organizations conducting multiple Tech Accelerate assessments over time tend to show improving scores.

Technology adoption in nonprofits: An analysis of NTEN’s Tech Accelerate data

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<p class="wp-block-paragraph">Over the past year, nonprofits have seen a surge of new requirements at both the federal and state levels. <a href="https://www.philanthropy.com/article/five-alarm-fire-how-new-tax-law-could-decimate-nonprofits-and-what-can-be-done" target="_blank" rel="noreferrer noopener">Tax-reform proposals</a> in Congress threaten to reshape or even revoke 501(c)(3) status for certain organizations, while state legislatures from Louisiana to beyond are demanding more <a href="https://www.councilofnonprofits.org/nonprofit-champion-may-19-2025" target="_blank" rel="noreferrer noopener">frequent audits, performance data, and on-site reviews before releasing funding</a>. Tackling this growing compliance burden with only people power is a recipe for burnout; and risk. Below are five expanded automation approaches to help nonprofit teams streamline compliance workflows, reduce manual toil, and stay focused on mission impact.</p>



<h4 class="wp-block-heading"><strong>1. Build a centralized “compliance calendar”</strong></h4>



<p class="wp-block-paragraph">Effective compliance starts with knowing exactly what’s due and when. Rather than relying on tribal knowledge or siloed spreadsheets, catalog every federal, state, and grant-specific filing requirement, everything from IRS Form 990 to quarterly foundation reports, and capture its due date, frequency, and required attachments. Feed that into a shared calendar or project-management tool that can:</p>



<ul class="wp-block-list">
<li><strong>Trigger multiple reminders.</strong> Configure notifications at 90, 60, 30, and 7 days out so teams have time to gather data, draft narratives, and route drafts for review.</li>



<li><strong>Assign clear ownership.</strong> Tag each deadline with a primary and secondary owner so responsibilities are never ambiguous.</li>



<li><strong>Archive automatically.</strong> When a filing is marked complete, have your system save a timestamped PDF to a designated folder (e.g., “2025_Federal_Filings”) and notify key stakeholders.</li>
</ul>



<p class="wp-block-paragraph">Over time, this living calendar becomes a single source of truth, eliminating last-minute scrambles, over-reliance on individual memory, and the risk of missing a critical deadline.</p>



<h4 class="wp-block-heading" id="h-2-embed-policy-checks-into-everyday-requests"><strong>2. Embed policy checks into everyday requests</strong></h4>



<p class="wp-block-paragraph">Rather than catching policy violations in after-the-fact audits, shift controls to the moment of spend. Translate your finance and procurement policies into simple rules such as “any expense over $2,000 needs executive sign-off” or “office supplies must come from approved merchants” and integrate them into your purchase-request workflows. Many nonprofit spend management platforms now offer:</p>



<ul class="wp-block-list">
<li><strong>Virtual cards programmable by merchant category.</strong> Limit usage to office supplies, travel, or vendor codes you predefine.</li>



<li><strong>Real-time transaction controls.</strong> Block or flag charges that fall outside policy thresholds.</li>



<li><strong>Automated approval routing.</strong> If a request exceeds policy, it automatically creates a ticket for the appropriate manager; if it’s within policy, it logs and processes without manual intervention.</li>
</ul>



<p class="wp-block-paragraph">By embedding these checks directly into the tools your team uses daily, you reduce the volume of post-transaction reviews, minimize human error, and ensure every dollar flows through pre-approved paths.</p>



<h4 class="wp-block-heading" id="h-3-centralize-and-tag-all-key-documents"><strong>3. Centralize and tag all key documents</strong></h4>



<p class="wp-block-paragraph">Audits and grant renewals often hinge on your ability to produce board minutes, contracts, and financial statements within minutes. To make document retrieval frictionless:</p>



<ol class="wp-block-list">
<li><strong>Adopt one repository.</strong> Whether you choose a cloud-based drive, an open-source document management system, or a repository within your CRM, funnel all compliance-related files into a single platform.</li>
</ol>



<ol class="wp-block-list" start="2">
<li><strong>Standardize filenames.</strong> Use a clear pattern, such as YYYYMMDD_Type_FunderOrVendor_Name.pdf, so documents are sorted chronologically and by category.</li>
</ol>



<ol class="wp-block-list" start="3">
<li><strong>Implement metadata tagging.</strong> Beyond just folders, apply tags like “audit,” “grant2025,” “boardMinutes,” or program-specific labels.</li>
</ol>



<ol class="wp-block-list" start="4">
<li><strong>Don’t forget receipts</strong>. Use a mobile scanning app or your spend management platform’s receipt-capture feature to digitize every purchase, then upload and tag those images alongside corresponding invoices.</li>
</ol>



<p class="wp-block-paragraph">With these conventions, a quick full-text search or filter by tag will unearth exactly what you need, whether it’s “all 2024 audits” or “grant agreement for ParkAccess project,” in seconds, not days. The push for <a href="https://www.thecentersquare.com/louisiana/article_5df578bf-8db5-49bc-828b-48f1c3f69495.html">more frequent state-level oversight</a> makes instant access even more critical.</p>



<h4 class="wp-block-heading" id="h-4-generate-real-time-reports-with-one-click"><strong>4. Generate real-time reports with one click</strong></h4>



<p class="wp-block-paragraph">Preparation for board presentations, annual reviews, or funder check-ins often drains dozens of hours as teams copy data from accounting systems into slides or spreadsheets. Instead:</p>



<ul class="wp-block-list">
<li><strong>Connect systems via API or secure export.</strong> Link your general ledger, CRM, or spreadsheet tool to a reporting dashboard.</li>



<li><strong>Design reusable report templates.</strong> Create your standard views—budget vs. actual, cash-burn forecast, program spend breakdown, and save them as templates.</li>



<li><strong>Enable one-click refresh.</strong> At the start of each reporting cycle, hit “refresh” to pull in the latest data and export directly to PDF or presentation format.</li>
</ul>



<p class="wp-block-paragraph">This approach slashes report-prep time from days to minutes, eliminates version-control headaches, and ensures leadership always sees accurate, up-to-the-minute insights.</p>



<h4 class="wp-block-heading" id="h-5-seek-out-nonprofit-discounts-for-your-tools"><strong>5. Seek out nonprofit discounts for your tools</strong></h4>



<p class="wp-block-paragraph">Investing in compliance-automation software can feel costly, but many vendors offer generous programs for registered nonprofits. To maximize savings:</p>



<ul class="wp-block-list">
<li><strong>Search proactively.</strong> Before purchasing, Google “[tool name] nonprofit discount” or check for an “Education” or “Social Impact” section on vendor sites.</li>



<li><strong>Track eligibility periods.</strong> Note when proof of status needs renewal and set calendar reminders to resubmit documentation, so you never lose discount eligibility.</li>



<li><strong>Leverage free tiers and grants.</strong> Some platforms provide free credits or grants (especially during open calls for social-impact tools) that you can apply toward consulting hours, extra seats, or advanced modules.</li>
</ul>



<p class="wp-block-paragraph">By systematically hunting down and documenting available discounts, you can give your finance team breathing room to reinvest savings into programs rather than overhead.</p>



<h3 class="wp-block-heading" id="h-in-conclusion"><strong>In conclusion</strong></h3>



<p class="wp-block-paragraph">By cataloging every deadline in a shared compliance calendar, embedding policy checks at the point of spend, centralizing and tagging documents, automating real-time reporting, and taking full advantage of nonprofit discounts, you’ll transform compliance from a reactive scramble into a proactive, transparent ecosystem. Your auditors, funders, board members, and most importantly, your team, will thank you.</p>


Tackling the growing compliance burden with only people power is a recipe for burnout – and risk. Automate your workflows with five simple strategies.

Meet rising compliance requirements with smarter workflows


<p class="wp-block-paragraph">Strong data storytelling is like a decoder ring that unlocks the insights within your datasets and propels your teams onward, to the decision-making and action-taking that takes your work to the next level. It’s the key to becoming a truly data-informed organization.&nbsp;</p>



<p class="wp-block-paragraph">The default charts you can produce with your go-to software, like Excel or Google Sheets or even Tableau, will never get you to a data story. Because, even if enhanced with AI, they don’t know your story. You do.&nbsp;</p>



<p class="wp-block-paragraph">That said, you can reshape those default charts so that the story you see is clear and direct for your team, your audience, and your stakeholders. It’s easier than you might think.</p>



<h2 class="wp-block-heading" id="h-the-defaults-don-t-do-you-justice">The defaults don&#8217;t do you justice</h2>



<p class="wp-block-paragraph">Let’s say you&#8217;re evaluating the effectiveness of your nonprofit&#8217;s email strategy. You’ve run three types of email campaigns this year: <strong>Advocacy</strong>, <strong>Fundraising</strong>, and <strong>Newsletter. </strong>Now you want to show how they performed over the last four quarters.</p>



<p class="wp-block-paragraph">A default chart of that campaign data would look like this:</p>


<div class="wp-block-image">
<figure class="aligncenter size-full is-resized"><a href="https://content.nten.org/wp-content/uploads/2025/07/NTEN1.png"><img loading="lazy" decoding="async" src="https://content.nten.org/wp-content/uploads/2025/07/NTEN1.png" alt="A bar chart titled 'Click Through Rates (CTR) by Email Campaign Type'. The x-axis is the CTR for 4 quarters - Q1 CTR through Q4 CTR. The y-axis is percentage, going up from 0 to 7. Each quarter has a grouping of three bars with varying lengths – blue, orange, and green respectively. The legend below the chart reads: blue - advocacy, orange - fundraising, green - newsletter. " class="wp-image-191555" style="width:1112px;height:668px" width="1112" height="668"/></a></figure>
</div>


<p class="wp-block-paragraph">This column chart might not seem so bad at first glance. But try to pull out a story. It’s a challenge that requires some insight, some data literacy, and some mental effort &#8211; all of which will clog up your team meeting and slow down your progress.</p>



<p class="wp-block-paragraph">The reasons this default chart drags you down:</p>



<ul class="wp-block-list">
<li><strong>Vague title: </strong>“Click Through Rates by Email Campaign Type” states what the data is about. But it doesn’t tell you the story in the dataset. What a wasted opportunity!</li>



<li><strong>Overly colorful: </strong>A different bold color on each email campaign makes a viewer’s eyes bounce all over the chart, never landing on the evidence that conveys the story.</li>



<li><strong>Cluttered labeling: </strong>The repeated (%) along the x-axis is redundant of the “percent” y-axis label. Additionally, the data labels on every column are redundant of the y-axis altogether! All that excess creates more noise for your viewer to dig through.</li>



<li><strong>Hard-to-follow comparisons</strong>: The chart type itself makes for some needless strain. In order to see how, for example, Newsletter performed over the 4 quarters, a viewer’s brain has to try to un-see the blue and orange columns to try to piece together the green columns &#8211; which is very difficult for human cognition.</li>
</ul>



<p class="wp-block-paragraph">Let’s adjust these defaults and make over this chart so the story pops out.&nbsp;</p>



<h2 class="wp-block-heading">Change the title to state the key takeaway</h2>



<p class="wp-block-paragraph">Truly, the simplest way to tell a story with your data is to maximize your chart’s title space to, well, tell the story.</p>



<p class="wp-block-paragraph">Rather than the vague “Click Through Rates by Email Campaign Type” use your insider knowledge and your data literacy skills to interpret the data and highlight what you see: “Click through rates for advocacy emails gained ground while fundraising lagged behind.”</p>


<div class="wp-block-image">
<figure class="aligncenter size-full is-resized"><a href="https://content.nten.org/wp-content/uploads/2025/07/NTEN2.png"><img loading="lazy" decoding="async" src="https://content.nten.org/wp-content/uploads/2025/07/NTEN2.png" alt="The same chart as earlier, with a new title: &quot;Click through rates for advocacy gained ground while fundraising lagged behind.&quot;" class="wp-image-191556" style="width:1112px;height:668px" width="1112" height="668"/></a></figure>
</div>


<p class="wp-block-paragraph">The title is now a complete sentence that tells the audience exactly what you want them to notice about the email campaign data.&nbsp;</p>



<p class="wp-block-paragraph">Now that we have a clear story to highlight, we need to reformat the rest of the chart so the evidence that supports that story is more obvious.&nbsp;</p>



<p class="wp-block-paragraph"><strong>Also read: </strong><a href="https://www.nten.org/blog/build-equitable-website" target="_blank" rel="noreferrer noopener">Seven ways to build an equitable website</a></p>



<h2 class="wp-block-heading">Use color intentionally to highlight the story</h2>



<p class="wp-block-paragraph">Bold colors on every data series will create visual competition. Once you see the story, reserve your bold colors for those data points and tone down the other data with gray.</p>


<div class="wp-block-image">
<figure class="aligncenter size-full is-resized"><a href="https://content.nten.org/wp-content/uploads/2025/07/NTEN3.png"><img loading="lazy" decoding="async" src="https://content.nten.org/wp-content/uploads/2025/07/NTEN3.png" alt="The same chart as before, except in the title, &quot;Click through rates for advocacy emails gained ground while fundraising lagged behind&quot;, the words 'advocacy emails' are bolded in blue, while 'fundraising' is bolded in orange. 

The color scheme has been changed so that the advocacy and fundraising bars in each quarter are in blue and orange respectively, while the third bar - newsletter - is in gray. " class="wp-image-191557" style="width:1112px;height:668px" width="1112" height="668"/></a></figure>
</div>


<p class="wp-block-paragraph">Gray will fade the rest of the data into the background and let the more important data points jump out.&nbsp;</p>



<p class="wp-block-paragraph">When you apply action colors to the salient points in your chart, your audience knows exactly where to look.&nbsp;</p>



<p class="wp-block-paragraph">Even better, leverage that storytelling title and color-match the words that correspond to their associated data series. Now you have a chart title and a dataset that unite. But we can make this chart <em>even clearer.</em></p>



<h2 class="wp-block-heading">Simplify axes and labels</h2>



<p class="wp-block-paragraph">Despite the smart changes we’ve made so far, viewers can still get bogged down by the redundancy and clutter in the graph. And it isn’t your fault! Every software program we use to make charts will include clutter by default. You just need to learn to recognize the clutter and cut it out.</p>



<p class="wp-block-paragraph">Look for repetition that doesn’t add clarity. For example, we don’t need CTR in every label along the x-axis if the title is already telling everyone that this data is about click-through rates. We can ditch the (%) all along the x-axis AND the y-axis label “percent” if we just add percentage signs to the data labels.</p>



<p class="wp-block-paragraph">In fact, if we have data labels on every column, we don’t need the y-axis at all. Bye!</p>


<div class="wp-block-image">
<figure class="aligncenter size-full is-resized"><a href="https://content.nten.org/wp-content/uploads/2025/07/NTEN4.png"><img loading="lazy" decoding="async" src="https://content.nten.org/wp-content/uploads/2025/07/NTEN4.png" alt="The chart no longer has a y axis. The x axis only reads Q1, Q2, Q3 and Q4. Also, there are no lines to denote the x-axis, just the labels Q1 etc., under each cluster of three bars.  " class="wp-image-191558" style="width:1112px;height:667px" width="1112" height="667"/></a></figure>
</div>


<p class="wp-block-paragraph">Clutter also shows up as excessive and unhelpful lines.</p>



<p class="wp-block-paragraph">If we remove the y-axis, we don’t need its associated horizontal gridlines either. Also, you can almost always remove your chart border.</p>



<p class="wp-block-paragraph">These might seem like minor tweaks &#8211; and they are so minor it will only take you a moment to implement them &#8211; but they add up to a chart that’s much easier to read.</p>



<p class="wp-block-paragraph">We could stop right here and we’d have a suitable chart that does the data justice and sparks conversations with our team. But let’s go one step further.&nbsp;</p>



<h2 class="wp-block-heading">Try a different chart type</h2>



<p class="wp-block-paragraph">Though we have significantly improved this visual, the chart type itself is still posing a problem. To track progress on any one email campaign, our brains have to weed through and attempt to ignore the data for the other email campaigns. This dilemma is inherent to every clustered column chart.</p>



<p class="wp-block-paragraph">Convert to a line chart.</p>



<p class="wp-block-paragraph">Line charts do a better job of showing trends over time. They connect the data points for each series so our brains don’t have to work overtime to see where we increased sharply or where we stayed flat.</p>


<div class="wp-block-image">
<figure class="aligncenter size-full is-resized"><a href="https://content.nten.org/wp-content/uploads/2025/07/NTEN5.png"><img loading="lazy" decoding="async" src="https://content.nten.org/wp-content/uploads/2025/07/NTEN5.png" alt="The chart is a plain white backgrond, with the title 'Click through rates for advocacy emails (bolded in blue) gained ground while fundraising (bolded in orange) lagged behind.&quot;

There are no grid lines or borders. The x-axis is simply four quarters - Q1 through Q4. There is no legend.

The chart has three lines running from left to right, with advocacy on top in blue, newsletter in the middle in gray, and fundraising at the bottom in orange. On the right-edge of each line are the words 'Advocacy 6.3%', 'Newsletter 4.2%', 'Fundraising 3.0%' respectively in their corresponding colors. " class="wp-image-191559" style="width:1112px;height:666px" width="1112" height="666"/></a></figure>
</div>


<p class="wp-block-paragraph">Because the inclines are now so clear, I took a risk and removed the exact data label from most of the data points and only retained it on the most recent time period. I assumed the most recent quarter would be of most interest to my audience, but you know your audience and what they’ll want to see.&nbsp;</p>



<p class="wp-block-paragraph">The remaining data label was also an opportunity for me to embed the legend directly into the chart. No more attention bouncing back and forth between the legend entry and its corresponding line. Saving everyone’s mental energy is always a win.</p>



<p class="wp-block-paragraph">The story told in the chart’s title is now much more obvious in the chart itself.</p>



<p class="wp-block-paragraph"><strong>Also read:</strong> <a href="https://www.nten.org/blog/what-user-centered-could-mean-to-you" target="_blank" rel="noreferrer noopener">What &#8216;user-centered&#8217; could mean for you</a></p>



<h2 class="wp-block-heading" id="h-bottom-line">Bottom line</h2>



<p class="wp-block-paragraph">You are the person best positioned to know the story in your data. You just need to adjust the default chart formatting so the story you see is just as evident to everyone else.&nbsp;</p>



<ul class="wp-block-list">
<li>Use the chart title space to articulate your point as a complete sentence.</li>



<li>Gray out the less germane data and apply an action color on the data you want your audience to notice.</li>



<li>Strip out clutter like redundant labeling and unnecessary lines.</li>



<li>Explore alternative chart types that can better highlight your data.&nbsp;</li>
</ul>



<p class="wp-block-paragraph">With just a few moments of effort (that will get even faster with practice), you will end up with a chart that produces clearer insights, easier decision-making, better engagement, and tells your data story effectively.</p>


With a few tweaks, learn how to transform default charts so that the data story you see is clear to your audience. It’s easier than you might think.

How to tell a story with your data


<p class="wp-block-paragraph">As Juneteenth and Pride Month prompt many nonprofits to reflect on equity, it&#8217;s a good time to remember that equity doesn’t stop at your programs, policies, staffing, or who’s in the room. Your website is part of that equation too. It’s often the first—and sometimes only—place where the public interacts with your organization. And for many people, that interaction shapes whether they feel welcome, respected, and able to access what you offer.</p>



<p class="wp-block-paragraph">An equitable website isn’t just a “nice to have.” It’s a core part of serving your mission and your community—and not just in June, but all year long.</p>



<p class="wp-block-paragraph"><strong>Also read:</strong> <a href="/blog/opportunity-mapping-elevate-brainstorms/" target="_blank" rel="noreferrer noopener">6 steps to elevate brainstorming with opportunity mapping</a></p>



<h2 class="wp-block-heading" id="h-what-makes-a-website-equitable"><strong>What makes a website equitable?</strong></h2>



<h3 class="wp-block-heading"><strong>1. It reflects your full community</strong></h3>



<p class="wp-block-paragraph">The people who visit your site should see themselves represented — not just visually, but culturally and contextually. That starts with the language you use and the photos you choose, and extends to how you frame your services.</p>



<ul class="wp-block-list">
<li><strong>Honor different lived experiences</strong> – Make sure your instructions and examples respect diverse family structures, income levels, gender identities, and life situations.</li>



<li><strong>Show real diversity</strong> – Use images that reflect the racial, cultural, and generational diversity of the people in your community — not as tokenism, but as an honest reflection of those you serve and a welcome to those you’d like to include. Make sure you show diversity in people in different roles — not just in the people you’re serving.</li>



<li><strong>Don’t focus on people suffering, in sadness or poverty.</strong> These images are dehumanizing. Instead, show people so that it’s easy to imagine them with strengths, relationships, and lives beyond the challenges they may face.</li>



<li><strong>Avoid assumptions</strong> – Think through how your webpages will be perceived by people of different marital statuses, income levels, cultural backgrounds, gender identities, or family structures, to make them inclusive to as wide a range of people as possible.</li>
</ul>



<p class="wp-block-paragraph">Representation helps build trust. It shows your organization sees the full humanity of your audience—and values it.</p>



<h3 class="wp-block-heading"><strong>2. It prioritizes accessibility</strong></h3>



<p class="wp-block-paragraph">An equitable website works for everyone, regardless of ability, device, or sensory needs.&nbsp;</p>



<ul class="wp-block-list">
<li><strong>Meet technical accessibility standards</strong> – Ensure your site is navigable by screen readers, works without a mouse, has readable contrast, and follows <a href="https://www.w3.org/WAI/WCAG22/quickref/" target="_blank" rel="noreferrer noopener">WCAG guidelines </a>for contrast, alt text, labels, and keyboard access.</li>



<li><a href="https://prototypr.io/post/neurodiversity-and-inclusion-choosing-kinder-design?utm_source=swlinks-tw" target="_blank" rel="noreferrer noopener"><strong>Support neurodiverse users</strong></a> – Go beyond minimum standards by reducing visual clutter, keeping layouts predictable and easily scannable, offering a dark mode or other display options, and avoiding moving images on a page. These changes help users focus and feel more in control. </li>
</ul>



<p class="wp-block-paragraph">Accessibility is not an add-on; it’s fundamental. If your website isn’t working for everyone, it isn’t truly working.</p>



<h3 class="wp-block-heading"><strong>3. It works on visitors’ devices</strong></h3>



<p class="wp-block-paragraph">Not everyone accesses your website on a giant desktop screen — and equity means designing with that reality in mind. Your site should:</p>



<ul class="wp-block-list">
<li><strong>Work well on mobile</strong> – Many people, including lower-income users and people of color, rely on phones as their primary (or only) way to get online. Make a habit of <a href="https://laurasquinn.com/2025-0506-walk-a-mile-on-your-mobile-site" target="_blank" rel="noreferrer noopener">using your own mobile site!</a></li>



<li><strong>Load on slow connections</strong> – Reduce large images, unnecessary animations, and bandwidth-heavy features so your site stays usable for people with limited data or spotty internet access.</li>



<li><strong>Run on older devices</strong> – Ensure compatibility with outdated phones, older browsers, and public computers like those in libraries, which may have slower speeds or outdated software.</li>
</ul>



<p class="wp-block-paragraph">Designing for these constraints is about meeting people where they are. If your site only works in perfect conditions, it doesn’t work equitably.</p>



<h3 class="wp-block-heading"><strong>4. It uses inclusive language and forms</strong></h3>



<p class="wp-block-paragraph">Small choices in language and form design can have a big role in building an equitable website. They signal whether people are respected or erased.</p>



<ul class="wp-block-list">
<li><strong>Avoid insider language</strong> – Steer clear of jargon, acronyms, or references that assume a white, middle-class, liberal, English-speaking default.</li>



<li><strong>Respect gender diversity</strong> – <a href="https://www.ohsu.edu/inclusive-language-guide" target="_blank" rel="noreferrer noopener">Use gender-neutral language</a> (like “they” instead of “he” or “he/she”) and include pronouns and nonbinary options on forms.</li>



<li><strong>Support diverse names</strong> – Make sure <a href="https://www.nten.org/blog/create-accessible-and-inclusive-forms" target="_blank" rel="noreferrer noopener">form fields accept names with accents, hyphens, and multiple parts</a> to accommodate cultural and linguistic differences.</li>
</ul>



<p class="wp-block-paragraph">Inclusive design shows people they belong — and that your organization is thinking beyond default settings.</p>



<h3 class="wp-block-heading"><strong>5. It provides language access, if relevant</strong></h3>



<p class="wp-block-paragraph">If your site provides essential services — such as housing assistance, legal aid, healthcare, or crisis support — your website must be readable for the people who rely on it.&nbsp;</p>



<ul class="wp-block-list">
<li><strong>Translate key content</strong> – Offer translated materials for the most common languages in your community (even if just the most critical content).</li>



<li><strong>Make translation options easy to find</strong> – Place language choices in obvious, prominent places — not hidden in a footer or dropdown.</li>
</ul>



<p class="wp-block-paragraph">For many sites, language access is just as important as accessibility for people with disabilities.</p>



<h3 class="wp-block-heading"><strong>6. It prioritizes clarity and usability for all</strong></h3>



<p class="wp-block-paragraph">Equity includes making your site easy to use for everyone, including those under stress, with limited literacy, or unfamiliar with your systems. Good design and clear writing are powerful tools for inclusion.</p>



<ul class="wp-block-list">
<li><strong>Use plain language</strong> – Write at a 6th–8th grade reading level to ensure broad understanding.</li>



<li><strong>Design for readability</strong> – Break up text with clear headings, short paragraphs, and generous white space.</li>



<li><strong>Organize content by user needs</strong> – Structure your site around what visitors are trying to do, not your internal departments.</li>



<li><strong>Be transparent and actionable</strong> – Make it clear what someone can do, how to do it, and what to expect. Typically, visitors care much more about understanding what they can do next rather than the detailed context (for instance, legal, legislative, or scientific details).</li>
</ul>



<p class="wp-block-paragraph">Clarity is an act of respect. It honors people’s time, energy, and attention and helps your site serve its purpose.</p>



<h3 class="wp-block-heading"><strong>7. It’s built with (not just for) communities</strong></h3>



<p class="wp-block-paragraph">Equity isn’t just about what’s on the site—it’s also about how the site is built. An equitable website is shaped with the input of the people it serves.</p>



<ul class="wp-block-list">
<li><strong>Involve your community early</strong> – Talk to potential visitors before you design to understand their needs, challenges, and expectations. Listening at the start helps you build something that actually works for them.</li>



<li><strong>Center lived experience in decisions</strong> – Use surveys, <a href="https://laurasquinn.com/user-interviews-on-a-shoestring" target="_blank" rel="noreferrer noopener">interviews</a>, and <a href="https://laurasquinn.com/building-a-habit-of-tiny-user-studies" target="_blank" rel="noreferrer noopener">user testing</a> to gather real feedback, and prioritize input from those directly impacted by the issues your organization addresses.</li>
</ul>



<p class="wp-block-paragraph">A site shaped with community input helps ensure it meets real needs, making it more relevant, and more trustworthy.</p>



<h2 class="wp-block-heading" id="h-equity-is-a-foundation-not-a-feature">Equity is a foundation, not a feature</h2>



<p class="wp-block-paragraph">An equitable website doesn’t require perfection or a big budget. But it does require intention. It means asking better questions, centering the people you serve, and being willing to adjust how you work.</p>



<p class="wp-block-paragraph">Websites have the power to reinforce injustice—or to challenge it. Embedding equity into your website helps ensure your organization isn’t just reflecting the world as it is, but helping shape it for the better.</p>



<div style="display: grid; gap: 2rem; grid-template-columns: 1fr;" class="wp-block-fellinidev-divider"><h3>Divider (MUI component)</h3><hr/></div>



<p class="wp-block-paragraph"><em>This article was written by a cis, heterosexual white woman with a consulting practice built in part on generational privilege. What business do I have talking about equity? It’s everybody’s business. It’s especially the job of white people to learn, listen, and then educate other white people about how they can move in an anti-racist and more equitable direction. </em><a href="https://laurasquinn.com/equity-commitment" target="_blank" rel="noreferrer noopener"><em>Read my full equity statement</em></a><em>.</em></p>


Your website is often the first place the public interacts with your organization. For many people, that interaction shapes whether they feel welcome, respected, and able to access what you offer.

Seven ways to build an equitable website


<p class="wp-block-paragraph"><strong>UPDATE</strong>: May 10, 2026: One year since the Digital Equity Act was scrapped,<strong> we must ensure that Congress does not heed the <a href="https://www.whitehouse.gov/wp-content/uploads/2026/04/budget_fy2027.pdf" target="_blank" rel="noreferrer noopener">President’s budget request </a>to eliminate the Digital Equity Act funds from the FY2027 budget.</strong> Find resources at: <a href="https://www.digitalinclusion.org/resource/digital-equity-act-advocacy-tools/">National Digital Inclusion Alliance Digital Equity Act Advocacy Tools.</a></p>



<div style="display: grid; gap: 2rem; grid-template-columns: 1fr;" class="wp-block-fellinidev-divider"><h3>Divider (MUI component)</h3><hr/></div>



<p class="wp-block-paragraph">Access to the internet enables access to many crucial rights and freedoms necessary for a functioning democracy and upholding the human rights of people in this country. From accessing education to jobs to starting small businesses and staying in touch with our loved ones, the internet is the great enabler to participation in civic and political life. Yet, for millions of people in the U.S. &#8211; <a href="https://www.digitalequityact.org/why/">nearly 30% </a>&#8211; this is not possible because they do not have broadband internet at home or the devices and skills to use it. </p>



<p class="wp-block-paragraph">The Digital Equity Act, passed with bipartisan support by Congress, enables all 50 states to build locally contextual digital equity plans to shrink digital divides across the country. It enables infrastructure support to expand broadband coverage, and programmatic support to local organizations who work with their communities to build digital literacy and confidence among new users. In the <a href="https://www.murray.senate.gov/senator-murray-blasts-trumps-attack-on-resources-to-close-digital-divide-republicans-will-have-to-explain-why-middle-schoolers-in-rural-districts-shouldnt-get-laptops/">words of Senator Murray,</a> who passed this Act in 2019, attacking the validity of this Act would impede “local libraries from getting funding to help seniors navigate telehealth options or middle schoolers in rural districts from getting laptops.”</p>



<blockquote class="wp-block-quote is-layout-flow wp-block-quote-is-layout-flow">
<p class="wp-block-paragraph">The Digital Equity Act, passed with bipartisan support by Congress, enables all 50 states to build locally contextual digital equity plans to shrink digital divides across the country. </p>
</blockquote>



<p class="wp-block-paragraph">Accusations that the Digital Equity Act is unconstitutional are blatantly false and a direct reproach of what Congress, state leaders, and communities in every region have already committed to. This is not a moment to stop the progress that creates more jobs, positively contributes to the economy, and increases opportunities for veterans, seniors, low-income families, communities of color, and rural communities across the country.</p>



<p class="wp-block-paragraph"><strong>Also read:</strong> <a href="https://www.nten.org/blog/digital-inclusion-after-the-digital-equity-act-was-scrapped" target="_blank" rel="noreferrer noopener">Digital inclusion after the Digital Equity Act was scrapped</a></p>



<p class="wp-block-paragraph">Through 10 years of NTEN’s Digital Inclusion Fellowship, we have worked with hundreds of local organizations helping local populations who are cut off from internet access get online and get access to the thousands of resources that the people reading this online take for granted every day. What does digital equity really mean for these communities? Here are some stories of individuals whose lives changed through internet access and digital literacy.&nbsp;</p>



<ul class="wp-block-list">
<li>A frequent library patron who had never used a computer before would visit the library to fill out paper job application forms in her job search. She was trained to use the internet by a digital literacy trainer, and was able to find many more jobs online, apply directly, and land a new job.</li>



<li>A mother from a low-income family wanted to support her children’s education, but didn’t know how to use a computer or communicate with her children’s teachers. She attended a free training program at the school district’s parent center, earned a free laptop for completing the training, signed up for her first email account, and learned t access the school’s communication platform.</li>



<li>A senior citizen joined an activity with neighbors in the community center’s computer lab, where a digital literacy trainer showed him how to use the internet to find recordings of concerts from his favorite bands from his youth. Inspired, he began to host regular listening sessions and created a community built around music sharing.</li>



<li>A veteran who already had valuable leadership and entrepreneurial skills, but wasn’t connected to the internet, found a local nonprofit’s internet skills course. After training, he started a business and launched his first website.</li>
</ul>



<blockquote class="wp-block-quote is-layout-flow wp-block-quote-is-layout-flow">
<p class="wp-block-paragraph">This is not a moment to stop the progress that creates more jobs, positively contributes to the economy, and increases opportunities for veterans, seniors, low-income families, communities of color, and rural communities across the country.</p>
</blockquote>



<p class="wp-block-paragraph">The internet is a powerful and necessary tool. It is vital that the internet is affordable and accessible to all people. NTEN will continue to work in collaboration with organizations of all sizes and mission areas to advance initiatives that help everyone be part of the digital world.&nbsp;</p>


Statement is support of the Digital Equity Act - NTEN

Digital equity is a key enabler to public participation and stronger communities


<p class="wp-block-paragraph">Technology isn’t merely an overhead expense like rent or utilities. It is a mission enabler that facilitates nonprofits&#8217; ability to achieve greater impact, generate efficiencies, and deepen engagement with their constituents.</p>



<p class="wp-block-paragraph">From data-driven decision-making that helps <a href="https://foodbanknews.org/greater-boston-food-banks-5m-tech-plan/" target="_blank" rel="noreferrer noopener">food banks better meet the needs of their constituents and reduce food waste</a> or an <a href="https://www.aicareercoach.org/" target="_blank" rel="noreferrer noopener">AI-powered chatbot that expands opportunities for underserved communities</a>, funding technology empowers organizations to do more with limited resources.&nbsp;These innovations demonstrate that when leveraged effectively, technology isn’t just an operational tool—it’s a force multiplier for social good.</p>



<h2 class="wp-block-heading" id="h-encouraging-progress-meets-concerning-trends"><strong>Encouraging progress meets concerning trends</strong></h2>



<p class="wp-block-paragraph">The 2024 <a href="https://www.tagtech.org/report/2024-state-of-philanthropy-tech-survey/" target="_blank" rel="noreferrer noopener">State of Philanthropy Tech Survey</a> from the <a href="https://www.tagtech.org/" target="_blank" rel="noreferrer noopener">Technology Association of Grantmakers</a> reveals a mixed landscape regarding funder support for nonprofit technology. The survey, released biennially, includes responses from more than 350 private, community and family grantmaking organizations on their technology practices, applications and strategies.</p>



<blockquote class="wp-block-quote is-layout-flow wp-block-quote-is-layout-flow">
<p class="wp-block-paragraph">Adequate funding ensures nonprofits can scale their impact and serve communities that need them.&nbsp;Grantmakers have an obligation to ensure that their grantees can deliver on their promise. </p>
</blockquote>



<p class="wp-block-paragraph">While the survey showed strides have been made in some areas, ongoing challenges risk undermining nonprofits’ ability to deliver on their missions without adequate investments in technology.</p>



<figure class="wp-block-image size-full is-resized"><a href="https://content.nten.org/wp-content/uploads/2025/02/TAG-Graph-1-1.png"><img loading="lazy" decoding="async" src="https://content.nten.org/wp-content/uploads/2025/02/TAG-Graph-1-1.png" alt="A line graph of: How is your organization continuing to support nonprofit partners in 2024?

Each option shows the percentages from 2022 and 2024, respectively.

Other – 15%, 12%
Use paperless payments  – 64%, 72%
Provide training and technical assistance – 36%, 42%
Provide tech &amp; tools – 23%, 20%
Use streamlined reporting – 51%, 56%
Remove funding restrictions – 34%, 30%
Use streamlined applications – 62%, 67%
Auto-renew grants – 7%, 8%" class="wp-image-189680" style="width:835px;height:467px" width="835" height="467"/></a></figure>



<p class="wp-block-paragraph">The good news is that a majority of funders are committed to streamlining grant applications (67%) and reporting processes (56%). Additionally, the transition to paperless payments is gaining traction, with 72% of funders adopting digital payment practices.</p>



<p class="wp-block-paragraph">However, troubling trends have emerged:</p>



<ul class="wp-block-list">
<li>Only 20% of funders are providing technology tools and resources to nonprofits, down from 23% in 2022.</li>



<li>Unrestricted funding has also declined, with just 30% of funders offering this flexibility, a drop from 34% in 2022.</li>
</ul>



<p class="wp-block-paragraph">According to <a href="https://www.salesforce.com/form/sfdo/ngo/6th-edition-nonprofit-trends-report/">Salesforce’s Nonprofit Trends Report</a>, digitally mature nonprofits are four times more likely to achieve their mission goals than their less-equipped peers. While these declines may reflect a return to pre-pandemic norms, in an era defined by AI, increasing cybersecurity threats, and evolving nonprofit needs, technology funding is more critical than ever.</p>



<h2 class="wp-block-heading"><strong>The equity implications of technology funding</strong></h2>



<p class="wp-block-paragraph">Why should grantmakers take notice? Technology is not just an operational need — it&#8217;s a driver of equity and enabler of mission.</p>



<p class="wp-block-paragraph">According to <a href="https://www.nten.org/publications/2024-nonprofit-digital-investments-report?creative=483787436530&amp;keyword=&amp;matchtype=&amp;network=g&amp;device=c&amp;gad_source=1&amp;gclid=Cj0KCQiA4-y8BhC3ARIsAHmjC_GcweftiGeubTMerevdtKd3Q0NoKH4dQDe1p7uowQ-R2zZDKsmG9kEaAtONEALw_wcB" target="_blank" rel="noreferrer noopener">NTEN’s Nonprofit Digital Investment Report</a>, nearly half of nonprofits (45%) say they aren&#8217;t spending enough on technology. The top barriers include lack of budget (77%), funder support (47%), and donor support (38%). Small organizations, which make up 92% of nonprofits, often lack the resources to prioritize technology. Without intervention, this disparity risks deepening inequities for grassroots organizations serving underserved communities.</p>



<blockquote class="wp-block-quote is-layout-flow wp-block-quote-is-layout-flow">
<p class="wp-block-paragraph">According to <a href="https://www.salesforce.com/form/sfdo/ngo/6th-edition-nonprofit-trends-report/">Salesforce’s Nonprofit Trends Report</a>, digitally mature nonprofits are four times more likely to achieve their mission goals than their less-equipped peers</p>
</blockquote>



<p class="wp-block-paragraph">When nonprofits can invest in technology, the impact is undeniable:</p>



<ul class="wp-block-list">
<li>96% report improved program and service delivery.</li>



<li>89% experience increased organizational capacity and growth.</li>



<li>82% achieve better fundraising and financial stability.</li>
</ul>



<p class="wp-block-paragraph">Whether it’s engaging constituents, securing funding, or delivering services efficiently, technology is the backbone of nonprofit operations. Adequate funding ensures nonprofits can scale their impact and serve communities that need them.&nbsp;Grantmakers have an obligation to ensure that their grantees can deliver on their promise. By removing barriers, offering unrestricted funding, or supporting specific technology needs, funders are supporting organizations ability to increase their capacity, be more impactful and efficient, and achieve shared goals more effectively.</p>



<h2 class="wp-block-heading"><strong>Tips for nonprofits applying for technology funding</strong></h2>



<p class="wp-block-paragraph">Securing technology funding requires nonprofits to articulate their needs clearly and strategically. Here are three tips:</p>



<ol class="wp-block-list" type="1" start="1">
<li><strong>Articulate impact</strong>: Frame technology as an enabler of mission outcomes, not just a tool. For example, highlight how improved systems will enhance program delivery or constituent engagement.</li>



<li><strong>Demonstrate need</strong>: Connect technology investments to your strategic plan. Use data to illustrate gaps or risks that technology funding will address.</li>



<li><strong>Tailor requests</strong>: Understand funders&#8217; priorities and align your proposals. Show how your technology needs directly support their goals and values.</li>
</ol>



<p class="wp-block-paragraph">By leveraging these strategies, nonprofits can strengthen their applications and advocate effectively for the technology resources they need to thrive.</p>



<p class="wp-block-paragraph">Funders also need to recognize that funding for tech is not arbitrary overhead; it is a mission-critical investment. Closing the technology gap doesn’t just lead to stronger organizations, it contributes to healthier and more vibrant communities, better outcomes, and a more equitable world.</p>


Funders need to recognize that funding for tech is not arbitrary overhead; it is a mission-critical investment.

How donors are approaching nonprofit technology funding


<p class="wp-block-paragraph">It’s a reality as old as the cubicle: departments within an organization experience “siloing.” It doesn’t matter whether the organization produces goods or services or is for-profit or not-for-profit. Except for the smallest organizations, as soon as there is enough organizational complexity to merit the beginning of staff specialization, there will be an inexorable shift to siloing.</p>



<p class="wp-block-paragraph">This might look like the marketing department not fully understanding the program with resulting accusations of “false advertising” (or the program team doing its own advertising!). It might look like the finance department enforcing policies and procedures that don’t align with the other teams&#8217; workflows and slowing down work across all departments.</p>



<p class="wp-block-paragraph">Is there a better way? Definitely. Let’s consider how each functional area within a nonprofit organization can effectively interact with its counterparts toward mission fulfillment. For the purposes of this article, we’ll consider four functional areas: programs, development, marketing, and finance/administration. Whether some or all of these functional areas are “departments of one” at your organization, the ideas here are meant to be broadly applicable and start conversations between colleagues across different functions.</p>



<p class="wp-block-paragraph">We’ll identify how siloing manifests at the intersections of those functional areas, and then explore how to de-silo those pairings. We’ll conclude with a brief look at how executive leadership fits into this effort to de-silo.</p>



<h2 class="wp-block-heading" id="h-programs-and-marketing">Programs and Marketing</h2>



<p class="wp-block-paragraph">We hinted at how this cross-functional relationship can go awry above. If marketing doesn’t know what’s happening in programs, how will they ever tell the story to the public toward garnering new clients or customers? In a healthier relationship between these areas:</p>



<ul class="wp-block-list">
<li>Program invites Marketing to attend or observe events.</li>



<li>Program suggests clients and customers who can provide testimonials.</li>



<li>Program helps Marketing access the best opportunities for capturing content.</li>



<li>Marketing uses the knowledge and content library to expand the number of people who know of the organization&#8217;s programs.</li>
</ul>



<p class="wp-block-paragraph">If your organization provides services for a fee or has other earned revenue, there’s an even greater need for marketing to have the content library to support the sales and contracting process.</p>



<h2 class="wp-block-heading">Programs and Finance/Administration</h2>



<p class="wp-block-paragraph">Finance and administration is a broad functional area, covering needs such as payroll, insurance, and interface with regulatory agencies. One especially significant process is preparing the annual operating budget. Budgets reflect an organization’s priorities, and since programs are the entire reason the organization exists:</p>



<ul class="wp-block-list">
<li>Finance must shape the budget to reflect how programs operate.</li>



<li>Financial resources should be allocated and optimized according to the programs’ taxonomy.</li>



<li>Finance should be willing to alter their budget templates as programs evolve year over year, rather than annual copy-and-paste exercises.</li>



<li>Program must keep accurate records and notes of their work – including future plans such as the anticipated number of future clients – so that finance has the data needed to shape the budget accurately.</li>
</ul>



<p class="wp-block-paragraph"><strong>Also read: </strong><a href="/blog/opportunity-mapping-elevate-brainstorms" target="_blank" rel="noreferrer noopener">6 steps to elevate brainstorming with opportunity mapping</a></p>



<h2 class="wp-block-heading">Marketing and Development</h2>



<p class="wp-block-paragraph">A nonprofit organization doesn’t just need to communicate with its clients and customers; it must also communicate with its donors and funders. There may be overlap in recipients, but even so, the messaging is different when offering services as compared to inviting support.</p>



<ul class="wp-block-list">
<li>Communication is needed not only to reach new donors, but also to steward current donors.</li>



<li>Leverage the work done between Programs and Marketing and re-package that content for the donor audience.</li>
</ul>



<h2 class="wp-block-heading">Development and Finance/Administration</h2>



<p class="wp-block-paragraph">This pairing of two critical support functions requires a dose of humility for each function to understand the other’s particular nomenclature and professional standards. Accrual accounting rules can run against the grain of donor stewardship timelines. Ambiguous pledges are seen differently depending on which side of this pairing one falls.</p>



<p class="wp-block-paragraph">A healthy relationship between these two functions looks like:</p>



<ul class="wp-block-list">
<li>Finance understanding the campaign calendars.</li>



<li>Development understanding Finance’s documentation needs and building those considerations into the solicitation and stewardship workflows.</li>



<li>Both teams having a regular cadence of reconciliation so that donor records match revenue records.</li>



<li>Finance recognizes its role is to support development, so that development can support programs, the mission of the organization.</li>
</ul>



<h2 class="wp-block-heading">Executive Leadership</h2>



<p class="wp-block-paragraph">The above ideas will help start the conversations among colleagues and teams – and there’s a lot of value to be had from this work beginning between peers. At the same time, there is a critical role for executive leadership. Nonprofit executives often rise through their organizations, or at least through the sector, from one of the functional areas, and must thus:</p>



<ul class="wp-block-list">
<li>Resist the tendency to favor that functional area.</li>



<li>Take time to learn the nuances of the other areas.</li>



<li>Foster a culture of collaboration.</li>



<li>Encourage teams to find synergies.</li>
</ul>



<p class="wp-block-paragraph">The organization’s board has a role here as well if there is an established committee structure. Similar to how the management-level finance and development function must work against siloing, so too must the finance and development committees of the board recognize the dependencies between those functions and encourage collaboration from their oversight perspective.</p>



<p class="wp-block-paragraph">Where do you see siloing in your organization? Are certain intersections more prone to it than others? Try some of the above ideas, and see how your organization can overcome those silos and the different teams work better together toward fulfilling your important mission.</p>


Blog header on how to de-silo your nonprofit with this text: As soon as there is enough organizational complexity to merit staff specialization, there will be an inexorable shift to siloing.

De-silo your nonprofit workplace

Building political education about technology strategy into organizational planning is a good place to start.

How nonprofits can off-ramp from Big Tech


<p class="wp-block-paragraph">Brainstorming is a great way to tap into collaborative creativity and generate innovative ideas. But too often, open-ended brainstorming lacks focus and leads to ideas that are not realistic, don’t have a clear ROI, and are hard to prioritize.</p>



<p class="wp-block-paragraph">Leveraging structured frameworks can make brainstorming sessions more impactful. One such framework is opportunity mapping, a structured way to identify and prioritize ideas to solve key challenges. It starts with a clear focus area and relevant quantitative and qualitative data. This will help identify opportunities and actionable ideas to achieve your goal.</p>



<h4 class="wp-block-heading" id="h-1-define-the-focus-area-or-goal"><strong>1. Define the focus area or goal</strong></h4>



<p class="wp-block-paragraph"></p>



<p class="wp-block-paragraph">What problem are you trying to solve? Which metrics are you aiming to improve? Be clear about the outcome you want to achieve.<br><br><em>Example:</em> We want to increase monthly recurring donations.</p>



<h4 class="wp-block-heading"><strong>2. Gather relevant quantitative data</strong></h4>



<p class="wp-block-paragraph"></p>



<p class="wp-block-paragraph">Quantitative data can be measured, counted, or expressed using numbers. This could include past performance, metrics, benchmarks, and user demographics. Quantitative data will tell you what is happening.<br><br><em>Examples: </em>How do donors donate? Through your website, Facebook, events, email campaign links, or elsewhere? Which past campaigns have been successful? What are the demographics of your donors? What percent of new donors convert to recurring donors? What are current donation trends?</p>



<p class="wp-block-paragraph"><strong>Also read: </strong><a href="https://www.nten.org/blog/what-user-centered-could-mean-to-you">What “user-centered” could mean to you</a></p>



<h4 class="wp-block-heading"><strong>3. Gather relevant qualitative data</strong></h4>



<p class="wp-block-paragraph"></p>



<p class="wp-block-paragraph">While quantitative data tells the “what,” you will need qualitative data to understand why something is happening. Qualitative data is non-numerical and captures subjective experiences, opinions, or observations. This could include survey feedback, user interviews, stakeholder feedback, and other qualitative research.<br><br><em>Examples:</em> Survey results about why donors choose to give, what motivates them. Insights from one-on-one interviews with donors to understand their giving priorities and what made your organization stand out to them. Insights from user research by watching users navigate your donation platform or interact with your campaigns to identify pain points or barriers to donation.</p>



<h4 class="wp-block-heading"><strong>4. Identify opportunities</strong></h4>



<p class="wp-block-paragraph"></p>



<p class="wp-block-paragraph">This is where some of the magic happens. Analyzing all the quantitative and qualitative data will help you identify opportunities. Maybe you realize that most of your donations come through Facebook, but the number of daily users visiting your website is far larger than the engagement with your social posts. You might realize that you have more questions: Why aren’t website visitors converting to donors? What are website visitors looking for, and is there a potential to increase conversion? Since only qualitative data can answer your “why” questions, you might need to gather more qualitative insights if you don’t already have the answers. Opportunities should be specific and focused on the user who is key to your focus area. Write the opportunities in the voice of the user, whether that’s a donor, volunteer, or beneficiary of your services.<br><br><em>Examples:</em> I can’t set my donation as recurring on the website. I want to know what my donation will be used for before I donate. I want to be recognized for my contributions in a public way.</p>



<h4 class="wp-block-heading"><strong>5. Opportunity mapping workshop</strong></h4>



<p class="wp-block-paragraph"></p>



<p class="wp-block-paragraph">Gather relevant stakeholders from different parts of your organization for diverse perspectives (staff, board members, volunteers). During the workshop, walk them through the quantitative and qualitative data you collected. Explain the opportunity you have identified and how it ties in with the data. Using a whiteboard and sticky notes or digital tools, encourage everyone to contribute ideas related to the opportunity. Optionally, ask workshop participants to group ideas by theme to identify trends and vote on the strongest ideas to get a temperature check from the group that might help during prioritization.<br><br><em>Example agenda:</em><br>• Introduction to quantitative and qualitative data (10min)<br>• Write ideas on sticky notes (20 min)<br>• Group ideas by themes (5 min)<br>• Everyone votes on the top 3 ideas or themes (5-10 min)</p>



<h4 class="wp-block-heading"><strong>6. Prioritize ideas</strong></h4>



<p class="wp-block-paragraph"></p>



<p class="wp-block-paragraph">After the workshop, use prioritization frameworks to identify which ideas to act on. I like using the Impact/Effort matrix: A 2&#215;2 matrix showing Impact (high/low) vs. Effort (high/low). For this activity, I define “Impact” as the likelihood that the idea will help us get closer to achieving our goal and “Effort” as the combination of time and resources needed to implement the idea. Sort the generated ideas in the four quadrants, then focus on the ideas that fall within the high-impact quadrants:</p>



<p class="wp-block-paragraph">• Quick wins: high impact, low effort<br>• High-priority opportunities: high impact, high effort</p>



<p class="wp-block-paragraph">If you have identified multiple opportunities, you can hold a longer workshop and pivot from one opportunity to a second halfway through. More than two is a lot to ask of engaged participants and I recommend scheduling a separate workshop if you have more than two. As a Product Manager, I hold these types of opportunity mappings several times throughout the year as we uncover more quantitative and qualitative data and better understand the opportunity spaces around our focus area.</p>


Opportunity mapping is a structured framework to make brainstorming actionable and data-driven.

6 steps to elevate brainstorming with opportunity mapping


<p class="wp-block-paragraph">As nonprofit organizations navigate the complexities of managing donor relationships, a significant decision looms every three to four years: Should we stay with our current donor management system (DMS), or is it time to switch? According to the <a href="https://www.nten.org/publications/2024-donor-management-systems-survey">2024 Donor Management Systems Use and Satisfaction study</a>, over the past five years, more than half of nonprofits opted to stay put, primarily due to familiarity with their current system and the desire to avoid the disruptions that come with switching. However, this decision is far from straightforward, and understanding the key factors can help organizations make an informed choice.</p>



<h3 class="wp-block-heading" id="h-the-case-for-staying-put">The case for staying put</h3>



<p class="wp-block-paragraph"></p>



<p class="wp-block-paragraph">One of the most compelling reasons to stick with your current DMS is product familiarity. In the <a href="https://www.nten.org/publications/2024-donor-management-systems-survey">study</a>, 60% of respondents cited this as a top reason for staying with their existing provider. Familiarity with the software translates to productivity. In my experience, DMS users have enjoyed the feeling of confidence they have when using a familiar tool–and they even feel some pride in the workarounds they devise for situations in which the current tool is not a perfect fit.&nbsp;</p>



<p class="wp-block-paragraph">Another consideration is the desire to avoid disruption. 53% of respondents cited this as a reason to stay with their current provider. Some fear that switching systems would introduce a level of disruption that could hinder their operations, and this fear is not unfounded. Implementing a new DMS requires a significant investment of time—not just in the direct management of the process, but also in the indirect time lost as staff learn and adjust to new workflows. Additionally, the opportunity cost of focusing resources on a DMS transition rather than other critical initiatives can be substantial.</p>



<blockquote class="wp-block-quote has-text-align-right is-layout-flow wp-block-quote-is-layout-flow">
<p class="wp-block-paragraph"><em><strong>DMS users have enjoyed the feeling of confidence they have when using a familiar tool.</strong></em></p>
</blockquote>



<p class="wp-block-paragraph">It’s no surprise that many people who chose to keep their current provider at the most recent decision point said that general satisfaction with the solution was a factor.&nbsp; Satisfaction with existing DMS solutions is relatively high, with an average rating of 6.2 out of 10 across various features and attributes.&nbsp;&nbsp;</p>



<p class="wp-block-paragraph">While new product risks were only a top concern for 17% of respondents, they are worth considering. Even with a thorough selection process, there’s always a chance that some critical feature does not perform as expected. Added to that are the possibilities that a provider new to the market is unsuccessful or that the chosen product is acquired by another company.</p>



<h3 class="wp-block-heading" id="h-the-case-for-switching">The case for switching</h3>



<p class="wp-block-paragraph"></p>



<figure class="wp-block-image size-full is-resized"><a href="https://content.nten.org/wp-content/uploads/2024/09/Screenshot-2024-09-10-at-10.59.32 AM-1.png"><img loading="lazy" decoding="async" src="https://content.nten.org/wp-content/uploads/2024/09/Screenshot-2024-09-10-at-10.59.32 AM-1.png" alt="" class="wp-image-188306" style="object-fit:cover;width:610px;height:204px" width="610" height="204"/></a></figure>



<p class="wp-block-paragraph" style="font-size:10px"><em>Source: <a href="https://www.nten.org/publications/2024-donor-management-systems-survey">Donor Management Systems Use and Satisfaction study</a></em></p>



<p class="wp-block-paragraph">Despite all this, many thousands of nonprofits switch to a new DMS every year, and there are compelling reasons to consider doing so.&nbsp;</p>



<p class="wp-block-paragraph">More than half of the respondents who switched did so to gain additional capabilities that their current system lacked. Nonprofits often find that their needs evolve over time, and waiting for an existing provider to develop new features can be a gamble. Switching to a provider that already offers the needed features could be prudent. An even more strategic move is to look at the provider’s pattern of product development and responsiveness to customer needs and emerging fundraising practices over time, and partner with a vendor you can trust to anticipate needs you haven’t even thought of yet.</p>



<p class="wp-block-paragraph">Ease of use is another critical factor, and it was the second most commonly cited reason for switching. This presents a dilemma, since ease of use often decreases as system capabilities increase, forcing organizations to prioritize one or the other. Ease of use is tricky, too, because it can be a people or strategy problem masquerading as a technology problem. It’s tempting to pin your hopes on an intuitive user interface, but without well-trained and committed users and a solid fundraising plan, the easiest system in the world won’t help you reach your fundraising goals.</p>



<p class="wp-block-paragraph">Increased integration options were the third most commonly cited reason for switching. Because integration satisfaction tends to hover around the overall average, with relatively little variation across products, I suspect that organization-specific integration needs rather than general integration capabilities are driving this. For example, if your DMS has an array of strong third-party integrations, but that list does not include the one event ticketing system you wish to use, it might provide enough motivation to switch to a DMS that does integrate with the tool.&nbsp;</p>



<blockquote class="wp-block-quote is-layout-flow wp-block-quote-is-layout-flow">
<p class="has-text-align-right wp-block-paragraph"><em><strong>Ease of use often decreases as system capabilities increase, forcing organizations to prioritize one or the other.</strong></em></p>
</blockquote>



<p class="wp-block-paragraph">Some respondents reported switching due to general dissatisfaction with their former DMS. As with ease of use, general dissatisfaction can be as much about internal practices and user adoption as it is about the system’s capabilities or customer service. What I’ve found is that even if the software itself is a minor factor, in certain cases, a complete reset on a new DMS can offer a fresh start, provided it comes with a renewed commitment to change management and strategy.</p>



<h3 class="wp-block-heading" id="h-what-to-expect-during-software-selection-and-implementation">What to expect during software selection and implementation</h3>



<p class="wp-block-paragraph"></p>



<p class="wp-block-paragraph">As you think through the pros and cons of switching, it’s helpful to consider the steps involved.  The process typically begins with a needs assessment, where key stakeholders – perhaps working with a consultant – identify the features and capabilities required to support the organization’s goals. Next, you will research and evaluate potential solutions, considering factors such as scalability, integration options, and user experience. Once you’ve created a shortlist of vendors, engage in detailed demonstrations, request proposals, and check references to ensure the solution&#8217;s reliability and fit. </p>



<p class="wp-block-paragraph">After selecting a provider, the implementation phase begins. This includes planning, system configuration, data migration, and integration with existing tools. You may need an internal project manager and a cross-functional steering team. Throughout the process, invest in staff training to ensure users are comfortable with the new system, as well as communication to set expectations and foster enthusiasm for the change. Finally, conduct testing before going live, and establish ongoing support mechanisms to address any issues that arise post-implementation.&nbsp;</p>



<h3 class="wp-block-heading" id="h-maximizing-roi-whether-you-stay-or-switch">Maximizing ROI, whether you stay or switch</h3>



<p class="wp-block-paragraph"></p>



<p class="wp-block-paragraph">What if this sounds like too much effort, expense, and risk, and you decide to stay with your current DMS? Then let’s focus on strategies to maximize your return on investment over the next three to four years. Regularly meet with your account representative, stay updated on product releases, join user groups, and systematically optimize your processes. Enhancing your data through standardization, deduplication, and enrichment with wealth data or other data can also yield significant benefits. Most importantly, ensure all users are thoroughly trained to maximize the system’s capabilities.</p>



<blockquote class="wp-block-quote is-layout-flow wp-block-quote-is-layout-flow">
<p class="has-text-align-right wp-block-paragraph"><em><strong>If you switch, a comprehensive change management plan is crucial for minimizing disruption and capitalizing on new features.</strong></em></p>
</blockquote>



<p class="wp-block-paragraph">If this all sounds like it’s well worth it, best wishes! But don’t just trust your luck – if you decide to switch, a comprehensive change management plan is crucial for minimizing disruption and capitalizing on new features. Designate an internal project manager for the implementation and make sure that person has the skills and resources to make the project a success. Conduct a risk analysis and discuss how to avoid or mitigate potential problems. Instead of a “lift and shift”, examine your business processes and consider what you could redesign to take advantage of the new product’s capabilities. As with staying put, thorough user training is key to a successful transition.</p>



<h3 class="wp-block-heading" id="h-in-conclusion">In conclusion</h3>



<p class="wp-block-paragraph"></p>



<p class="wp-block-paragraph">Whether you stay with your current DMS or switch to a new one, key themes to consider are minimizing disruption, optimizing processes, and training the software users. A well-considered decision, supported by effective change management and a commitment to user adoption, will position your nonprofit to leverage your DMS – current or new – for fundraising success.</p>


An icon of a laptop with graphs on them. There is a small banner called "Guest post". The text reads: Key themes to consider: minimizing disruption, optimizing processes, and training the software users.

Switching to a new donor management system


<p class="wp-block-paragraph">This month, NTEN bid adieu to Thomas Negron, our Communications Director, as he embarked on his well-earned retirement journey. Grateful for his enduring legacy, we now warmly welcome Asmita Ghosh as our new Communications Director. Asmita brings to NTEN her passion and experience in grassroots digital advocacy and campaigning for feminist nonprofits in India, and her work leading communications at an international coalition of nonprofits in the public digital health sector. I asked her five questions to help you learn more about our newest team member.</p>



<p class="wp-block-paragraph"><strong>At NTEN, we love good food and enjoy sharing recipes, trying new restaurants together during staff meetings, and ensuring we have the best snacks during the conference. What&#8217;s your favorite meal from growing up?</strong></p>



<p class="wp-block-paragraph">Ooh, this is a tough one — I take my food seriously. Having grown up in a Bengali family in the non-Bengali, South Indian city of Chennai, my palate was fortunate to experience the wildly different flavor profiles of Bengali (slightly sweet, lots of mustard) and Tamil (tangy, spicy, lots of tamarind) cuisines.</p>



<p class="wp-block-paragraph">My happy place is the traditional big Sunday afternoon Bengali meal of luchi-mangsho. Luchi is a type of puffed bread (also called poori in other Indian languages), and mangsho – literally, &#8216;meat&#8217; – is a rich, wholesome, drips-off-the-bone mutton curry.</p>



<p class="wp-block-paragraph">But the food I miss the most since moving to the U.S. is dosa—a South Indian fermented crispy flatbread made from lentils with a deliciously crispy-soft texture and a mildly sour taste. Fun fact: It is the oldest type of &#8220;bread&#8221; in the world, with references to it being eaten as early as 1 AD. Perfect then, perfect now.</p>



<figure class="wp-block-image size-full is-resized"><a href="https://content.nten.org/wp-content/uploads/2024/07/Blog-social-images-2023.png"><img loading="lazy" decoding="async" src="https://content.nten.org/wp-content/uploads/2024/07/Blog-social-images-2023.png" alt="A photo of luchi-mangsho and another one of dosa, as described above." class="wp-image-187791" style="width:806px;height:353px" width="806" height="353"/></a></figure>



<p class="wp-block-paragraph"><strong>What was your first job?</strong></p>



<p class="wp-block-paragraph">I owe so much to my first job! Right after graduating college, I joined the founder of a then-small feminist digital media startup, Feminism in India, as its first and only employee. As our small team gradually grew, so did our online following, and by the time I left 3.5 years later, it was one of India&#8217;s largest intersectional feminist digital media platforms.</p>



<p class="wp-block-paragraph">This was the job that grew my feminist consciousness beyond the liberal upper-caste feminist bubble in which I had previously been ensconced. I learned and grew so much, both in my politics and my digital media production and marketing skills. We partnered with grassroots nonprofits to amplify their communities’ stories, shared Indian feminists’ struggles and victories while existing in a deeply patriarchal society, covered rallies and marches, and organized folks&#8217; attendance to the many protests against India&#8217;s fascist Citizenship Amendment Act in the winter of 2019 that sought to delegitimize Indian Muslims. I am very grateful for that experience.&nbsp;</p>



<p class="wp-block-paragraph"><strong>The NTEN team is spread across the U.S. in 8 different states. Where do you live now, and what do you like about it?</strong></p>



<p class="wp-block-paragraph">I moved to the U.S. less than a year ago for grad school with a very specific objective — to live in New York. (I don&#8217;t recommend gleaning career advice from my whimsical life choices.) I have always been a big-city girl, having lived in three of India&#8217;s largest metropolises prior — Chennai, Delhi, and Bangalore. New York is <em>the</em> big city, and it had fascinated me for years through the many TV shows I&#8217;d watched that captured its vibrancy.</p>



<p class="wp-block-paragraph">I loved the city instantly. Its chaos reminded me of home (New Yorker jaywalkers have nothing on Indian pedestrians), and its diversity made me feel a lot less out of place as a foreigner in this vast country. On my second day, I spotted a subway ad written in my native Bengali script! My favorite things about this city are its diversity (someone once told me, &#8220;Immigrants are automatically and instantly New Yorkers!&#8221;), its gorgeous, sprawling parks, and its walkability and public transit system.</p>



<p class="wp-block-paragraph"><strong>While we are certain there will be many incredible things we do with you on the team, we know there are some great things you&#8217;ve already been part of. What&#8217;s something you are proud of from your career already?</strong></p>



<p class="wp-block-paragraph"><em>Trigger warning – mentions of gender-based violence and rape.</em></p>



<p class="wp-block-paragraph">One of the projects I am proudest of having worked on while at Feminism in India, the digital media platform I mentioned earlier, was the<a href="https://www.asmitaghosh.com/gbv-in-media"> #GBVinMedia project</a>.</p>



<p class="wp-block-paragraph">With a grant I&#8217;d received from Women Deliver, I developed a<a href="https://feminisminindia.com/wp-content/uploads/2019/07/GBVInMedia_Report_FII.pdf"> toolkit</a> for journalists and media students on how to write about and report cases of rape and other forms of gender-based violence ethically and responsibly. Research for this involved months of reading news reports of rape and sexual assault to trace narrative patterns that reinforced rape culture. Whew, do not recommend! But the output from this report was something I was very proud of. We presented the toolkit I&#8217;d developed in dozens of journalism schools and conferences around the country.</p>



<p class="wp-block-paragraph">I also designed a digital advocacy campaign on this issue. A part of this campaign was creating a crowdsourced art campaign to develop a license-free<a href="https://feminisminindia.com/2020/02/20/new-stock-images-rape/"> image bank</a> of empowering images that newsrooms could use alongside their reportage, instead of the victimizing and triggering imagery that were commonly used at the time. Following this campaign, many leading media houses began using our image bank for their news reports.</p>



<p class="wp-block-paragraph"><strong>And, what&#8217;s something you hope to put on your resume one day?</strong></p>



<p class="wp-block-paragraph">I have flirted with the idea of someday running my own communications and campaigns consultancy – but even saying it out loud feels scary! Communications are often overlooked and under-resourced in most nonprofits, with small teams managing big mandates.&nbsp; I&#8217;d like to develop tools, products, systems, and services for nonprofits and other changemakers to use communications more effectively in their advocacy and campaigning efforts. However, entrepreneurship is a daunting and stressful journey, so I am very much in two minds about it. Check back in with me in ten years.</p>


Meet Asmita Ghosh, NTEN’s Communications Director


<p class="wp-block-paragraph">In a time when organizations are trying to market on a budget, many may be wondering — how can nonprofits market themselves and their mission, even with less money to spend? The answer: investing in <a href="https://mediacause.com/our-services/seo-services/">search engine optimization</a>. This affordable option also has one of the highest returns on investment and is a true long-term strategy. </p>



<h2 class="wp-block-heading" id="h-marketing-on-a-budget-utilizing-the-power-of-seo"><a></a>Marketing on a budget: Utilizing the power of SEO</h2>



<p class="wp-block-paragraph">SEO is the practice of optimizing a website&#8217;s content to rank higher in search engine results, thus increasing website traffic. While it may seem complex and technical, it&#8217;s a crucial aspect of online visibility. Nonprofits can leverage the power of SEO to increase your reach and attract your target audience without breaking the bank. Other than the cost of SEO tools (which we&#8217;ll get into below) or working with an agency, there really aren&#8217;t any other costs to implement SEO.</p>



<p class="wp-block-paragraph">What does this mean for nonprofits? Being found in the search engine results pages holds numerous benefits for nonprofits, offering a unique set of advantages tailored to your specific goals and mission. Here are some key benefits:</p>



<ol class="wp-block-list" type="1" start="1">
<li><strong>Increased visibility and reach</strong><br>Ranking high in SERPs ensures your nonprofit&#8217;s message reaches a broader audience. More visibility means more people become aware of your cause and initiatives.</li>



<li><strong>Targeted audience engagement</strong><br>Appearing in search results when someone is looking for information related to your nonprofit allows you to engage with an audience actively seeking your cause. This targeted engagement increases the likelihood of connecting with individuals genuinely interested in supporting your mission.</li>



<li><strong>Donor acquisition and retention</strong><br>Being visible in search results for donation-related queries helps attract potential donors. Individuals actively searching for donation opportunities are more likely to contribute to your cause. Additionally, for existing donors, consistent visibility reinforces your nonprofit&#8217;s presence in their minds, increasing the likelihood of continued support.</li>



<li><strong>Cost-effective marketing</strong><br>Compared to paid advertising, SEO offers a cost-effective means of acquiring new supporters. The organic nature of search means reaching your target audience without a substantial financial investment.</li>
</ol>



<h3 class="wp-block-heading" id="h-putting-seo-into-practice-what-s-included-and-how-do-you-start"><a></a>Putting SEO into practice: What&#8217;s included, and how do you start?</h3>



<p class="wp-block-paragraph">First, you need to know your goals, audiences, and <a href="/blog/improve-your-outcomes-with-these-3-tactics-from-marketing">KPIs</a>. From there, here are some top tactics to start a successful SEO campaign:</p>



<ol class="wp-block-list">
<li><strong>Keyword research</strong><br>Identify relevant keywords that resonate with your nonprofit&#8217;s mission and goals. Tools like <a href="https://ads.google.com/home/tools/keyword-planner/">Google Keyword Planner </a>or <a href="https://www.semrush.com/">Semrush</a> can help you discover high-impact keywords with lower competition, ensuring your content stands out.</li>



<li><strong>Quality content creation</strong><br>Craft compelling and informative content that aligns with your chosen keywords. This could include blog posts, articles, infographics, or videos. Quality content engages your audience and improves your website&#8217;s ranking on search engines.</li>



<li><strong>On-page SEO</strong><br>Optimize your website pages with your chosen keywords for search engines by incorporating keywords into the meta titles, meta descriptions, and header tags. Ensure that your content is <a href="/blog/10-things-to-consider-when-planning-a-website-design-or-re-design">easily accessible and user-friendly</a>, catering to both search engine algorithms and your audience.</li>



<li><strong>Technical SEO</strong><br>Unless your website is perfect, it likely has some errors causing ranking or user experience issues! Errors like broken links, broken images, missing meta descriptions, and site speed can cause users to bounce off your site quickly.</li>
</ol>



<h3 class="wp-block-heading" id="h-seo-in-action"><a></a>SEO in action</h3>



<p class="wp-block-paragraph">Media Cause worked with redefinED atlanta to create a holistic SEO strategy, working on optimizing their content, creating new content, and fixing site errors. This led to 200 new keywords ranking in the top 100, 10 keywords in the top 10 position, and a 32% increase in organic traffic, which led to more awareness about their mission.</p>



<p class="wp-block-paragraph">Read the <a href="https://mediacause.com/our-work/case-study/seo-to-drive-organic-visibility-around-equitable-education/">case study on how redefinED atlanta increased website traffic and rankings</a>.</p>



<h2 class="wp-block-heading" id="h-low-cost-marketing-strategies-on-a-budget-to-enhance-seo"><a></a>Low-cost marketing strategies on a budget to enhance SEO</h2>



<p class="wp-block-paragraph">In addition to SEO, consider implementing these low-cost marketing strategies to maximize your nonprofit&#8217;s impact:</p>



<ol class="wp-block-list">
<li><strong>Social media engagement</strong> <br>Harness the power of <a href="https://mediacause.com/guides-and-trainings/social-media-for-nonprofits-guide/">social media</a> platforms to connect with your audience. Regularly share your SEO-optimized content across channels, fostering engagement and expanding your nonprofit&#8217;s reach.</li>



<li><strong>Email marketing</strong> <br>Build and nurture relationships with your supporters through <a href="https://mediacause.com/harnessing-email-services-for-nonprofits/">email marketing campaigns</a>. Share success stories, updates, and calls to action, keeping your audience informed and engaged.</li>



<li><strong>Collaborative partnerships</strong><br>Forge partnerships with other nonprofits, local businesses, or influencers. Collaborative efforts amplify your message and open up opportunities for cross-promotion, expanding your reach organically.</li>
</ol>



<h2 class="wp-block-heading" id="h-find-success-when-marketing-on-a-budget"><a></a>Find success when marketing on a budget</h2>



<p class="wp-block-paragraph">In nonprofit marketing, a limited budget should not hinder your organization&#8217;s ability to make a meaningful impact. By strategically investing in SEO and embracing low-cost marketing strategies, you can enhance your online presence, connect with your target audiences, and drive positive change without breaking the bank. Remember, the key to success lies in creativity, consistency, and a commitment to maximizing every resource.</p>


Optimize site content to rank higher in search engine results and increase traffic.

How nonprofits can invest in marketing — even with a lower budget


<p class="wp-block-paragraph">Virtually everyone wants their technology project to be &#8220;user-centered.&#8221; But what does that mean in practice? Implementing every possible applicable technique could easily cost tens of thousands of dollars. For a giant project, this could be a great investment. But for most of us nonprofit technologists, that’s just not practical.</p>



<p class="wp-block-paragraph">But it is practical — and, I would argue, essential — to know what the possible tactics are and how useful they might be for you. Below, I describe twelve things you might do to make your project more user-focused and their importance in a typical technology project.</p>



<ol class="wp-block-list">
<li><strong>Identify and prioritize your users</strong> (Critical)<br>It’s crucial to start with a solid understanding of who your “users” are. Your project might serve multiple external and internal audiences with varying needs. Prioritize them to how vital their effective use of the system is to the project&#8217;s success so you can strategically allocate your focus and resources.</li>



<li><strong>Conduct interviews or surveys</strong> (Important)<br>Interviewing just a handful of people from each of your main audience segments can really focus the project on user needs. Surveys can occasionally be useful, particularly when you need numbers to make a case, but I find the data is usually less helpful than the detailed context from interviews. Learn more from my own site on <a href="https://laurasquinn.com/user-interviews-on-a-shoestring">how to conduct interviews</a> and <a href="https://laurasquinn.com/why-i-dont-usually-use-audience-surveys">why I don’t typically use surveys</a>.)&nbsp;</li>



<li><strong>Analyze existing metrics</strong> (Important)<br>Data you’ve already collected, for instance, website analytics and system logs, can tell you a lot about how users interact with your current technology.&nbsp;</li>



<li><strong>Consider participatory design</strong> (Likely unimportant)<br>While the design thinking movement brought attention to participatory design workshops, I find them to be time-intensive for the value they bring unless wide stakeholder engagement is a critical goal. They’re primarily helpful when organizations want to develop new approaches, and most nonprofits benefit more from relying on proven models. <a href="https://uxmag.com/articles/participatory-design-in-practice">Learn more about participatory design.</a></li>



<li><strong>Define user goals</strong> (Critical)<br>What are your users trying to accomplish? Articulating this details what your project needs to achieve to be truly “user-centered.” Ideally, this would be based on research, as per #2 and #3 above. However, brainstorming user goals with your team works when there aren&#8217;t resources for anything else.</li>



<li><strong>Balance user goals with other realities</strong> (Critical)<br>Balance user goals against your organization’s goals and technological realities. Even in the most user-centered processes, organizations also need to understand what the organization is trying to accomplish for each audience, what’s easy or hard to build, and use all of that information to define the scope of the system.&nbsp;</li>



<li><strong>Create personas</strong> (Can be useful)<br>A persona is a fictional character that embodies the characteristics, needs, and goals of a larger group of users. It acts as a stand-in for a segment of your audience, helping the team visualize the audience when making decisions. Modern best practices are increasingly moving towards personas focusing on users&#8217; behavior rather than demographics. This shift toward “functional” or “behavioral”&nbsp; personas can lead to more inclusive and effective designs. <a href="https://www.interaction-design.org/literature/article/personas-why-and-how-you-should-use-them">Learn more about personas</a>.</li>



<li><strong>Map out user journeys</strong> (Can be useful)<br>If your project involves a complex series of interactions, creating a “user journey map” or “customer experience map” can be enlightening (these terms are relatively synonyms). Those, along with &#8216;page flow diagrams&#8217; or &#8216;user flows&#8217; (which are more tactical diagrams showing how different pages interact), help you think holistically about how users move through your system. <a href="https://www.nngroup.com/articles/user-journeys-vs-user-flows/">Learn more about user journeys and user flows</a>.</li>



<li><strong>Wireframes</strong> (Critical, unless you’re implementing an existing system)<br>Before any code is written, wireframes (black and white sketches of each page) allow you to map out in detail how people will use each page to complete tasks within your system. Tools like Figma can turn wireframes into clickable prototypes that preview the holistic user experience. <a href="https://www.flux-academy.com/blog/beginners-guide-to-wireframing-for-website-design">Learn more about wireframes</a>.</li>



<li><strong>Embrace inclusive design</strong> (Critical)<br>“Inclusive design” is a broad term for processes to ensure that the system can be used by people of all backgrounds and abilities. For instance, all technology projects should ensure that the graphic contrast between text and backgrounds is high enough to read and that font size can be increased as needed. Other considerations include support for names with hyphens or accent marks, inclusive options for gender fields, use of illustrations or photographs, and much more. <a href="https://www.nngroup.com/articles/inclusive-design/">Learn more about inclusive design</a>.</li>



<li><strong>User test early and often</strong> (Important)<br>User testing doesn’t have to be expensive. Testing a prototype to see if a handful of people can succeed with a few tasks often reveals crucial insights. This testing would ideally be done by an experienced facilitator and with members of the target audience. Still, any testing is far better than nothing. Do this research using a prototype of wireframes or static graphic designs while changes are still relatively inexpensive to address. <a href="https://www.nngroup.com/articles/usability-testing-101/">Learn more about user testing</a>.</li>



<li><strong>Establish feedback loops</strong> (Critical)<br>Once live, how will you know what the users are doing with the system, and how will you <a href="/blog/best-practices-for-a-successful-nonprofit-survey">gather their feedback</a>? Can they give you a thumbs up/ thumbs down for an article? Submit suggestions? Is there a quarterly survey of users or a quarterly cycle of user research? And then how will you use that information to decide on enhancements? User-centered design should be incorporated into the lifespan of your system.</li>
</ol>



<p class="wp-block-paragraph">User-centered design isn’t about ticking off any given set of boxes. I’ve never been involved in a project that used all twelve methods, even in multi-million dollar initiatives. Instead, it’s about <a href="/blog/10-things-to-consider-when-planning-a-website-design-or-re-design">giving specific consideration to your users&#8217; needs</a> within the context of your project and resources. Start with what’s feasible and build from there. As you start to take on a few of these steps, you’ll find that the processes not only enhance your current project but inform your approach to future initiatives as well.</p>


Center users to learn what is feasible for a project with your resources.

What “user-centered” could mean to you


<p class="wp-block-paragraph">If only there were an RFPs 101 instructional course, I&#8217;m sure many nonprofit professionals and their consultants could have been saved from countless headaches.</p>



<p class="wp-block-paragraph">Unfortunately, that is not the case, and we&#8217;ve all become familiar with the daunting process of creating a request for proposals. RFPs are instrumental, and sometimes even required, for soliciting services and products, especially in the nonprofit sector. However, there is one ingredient that is often left out, leading to missed opportunities for partnership and increased inefficiency: the budget.</p>



<p class="wp-block-paragraph">For any nonprofit professional searching for the best-outsourced support or software purchase, the budget is essential to making an intelligent request that gets the proper responses. From my decade-long experience supporting the nonprofit sector, I&#8217;ve learned that a budget can make or break an RFP and redefine the course of a partnership.</p>



<h2 class="wp-block-heading" id="h-budget-transparency-signals-an-informed-request">Budget transparency signals an informed request</h2>



<p class="wp-block-paragraph">Although today&#8217;s market can make it feel impossible, let&#8217;s pretend we&#8217;re buying a house. If I were looking for a 3-bed, 2-bathroom home with a backyard in a great location, I would expect my realtor to ask, &#8220;What is your budget?&#8221; If my answer was, &#8220;Let&#8217;s see what you can come up with, and we&#8217;ll decide based on that,&#8221; you can probably guess the response.</p>



<p class="wp-block-paragraph">RFPs are no different! Whenever we communicate our expectations, especially regarding financial constraints, we create clarity and lay the groundwork for mutual respect. Potential consultants and agencies invest substantial time in understanding a project&#8217;s depth, scope, and nuances. Without clear financial guidance, this can be akin to navigating in the dark.</p>



<p class="wp-block-paragraph">Considering that a website (to name just one type of popular RFP) can cost anywhere from a few hundred dollars to millions of dollars, it is imperative to include a budget range. Several years ago, <a href="/blog/five-common-mistakes-in-website-request-for-proposals">Chris Steins made this point on the NTEN blog</a> in highlighting the five most common mistakes in website RFPs</p>



<p class="wp-block-paragraph"><a href="https://prosal.io/blog/prosal-everyaction-webinar-recap?utm_source=NTEN&amp;utm_medium=Guest+Blog&amp;utm_campaign=Guest+Blog&amp;utm_content=Webinar+Recap%3A+Fix+Your+RFP+Process+And+Find+The+Right+Outside+Help">According to research from Prosal</a>, not being upfront about budgets can hinder fruitful partnerships from the outset. Nearly 50% of potential consultants and agencies will refuse to respond to an RFP that does not include a clear budget. And it&#8217;s not about pride or unwillingness to negotiate; it&#8217;s about efficient resource allocation and alignment of expertise.</p>



<h2 class="wp-block-heading">How to become an informed estimator of budgets</h2>



<p class="wp-block-paragraph">Offering a specific or informed budget outline can sometimes feel more challenging than it is, especially when you&#8217;re requesting in an area outside your domain expertise.</p>



<p class="wp-block-paragraph">The first time I created an RFP was when I was a 22-year-old assistant manager at a large environmental organization. I was tasked with finding someone to build a website for our campaign only weeks after learning what WordPress even was. I felt like I was learning to speak a new language when I had to figure out what to ask for and how much to spend, though our VPs&#8217; statement, &#8220;We have $20,000 for this,&#8221; helped me narrow down the set of services.</p>



<p class="wp-block-paragraph">Others have likely experienced this, wondering what their budget can achieve or not even knowing when to start. The RFPs that follow those cases can read something like &#8220;We need a new website. How much should&nbsp;it cost?&#8221; or &#8220;We can afford $8,000. That&#8217;s the budget.&#8221; While the honesty is appreciated, this is not the best way to make this request.</p>



<p class="wp-block-paragraph">Instead of publishing a partially informed request, do a bit of research on your needs and what solutions are available. As Maureen Wallbeoff and I discussed in this recording from last year, the RFP should be your second step.</p>



<figure class="wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio"><div class="wp-block-embed__wrapper">
<iframe loading="lazy" title="Write Great Requests for Proposals (RFPs) for Nonprofit Leaders" width="750" height="422" src="https://www.youtube.com/embed/nNuSJzlBmMA?feature=oembed" frameborder="0" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share" allowfullscreen></iframe>
</div></figure>



<p class="wp-block-paragraph">Start with Google and graduate to ask colleagues at your workplace, consultant friends at agencies or on <a href="https://prosal.io/prosals-for-clients?utm_source=NTEN&amp;utm_medium=Guest+Blog&amp;utm_campaign=Guest+Blog&amp;utm_content=Webinar+Recap%3A+Fix+Your+RFP+Process+And+Find+The+Right+Outside+Help">Prosal</a>, new friends at conferences like NTEN, and professional listservs like <a href="https://groups.google.com/u/1/g/progressive-exchange">Progressive Exchange</a>. Whatever the need, someone else has likely had it before. Once you have done some research, you will at least understand what some of the different solutions tend to cost, and you can begin to narrow down what will be most helpful for your case.</p>



<h2 class="wp-block-heading">Inclusion for a diverse partnership landscape</h2>



<p class="wp-block-paragraph">It&#8217;s not only about efficiency but also about equity. By offering a clear budget or a budget range, you can help level the playing field. Unlike their larger and generally white, male-owned or -led counterparts, small businesses can&#8217;t cover the costs of unbillable hours in responding to every RFP that comes across their inbox.</p>



<p class="wp-block-paragraph">Smaller and more diverse agencies are generally more careful about where they dedicate their limited business development resources. By being transparent about your budget, you send a message that you respect their time and resource constraints. It&#8217;s a gesture that makes your RFP more accessible to a diverse range of agencies, thereby fostering inclusivity.</p>



<p class="wp-block-paragraph">More importantly, including a budget can allow for easy self-qualification or disqualification, which can save time for an agency in responding to your RFP or moving to the next opportunity.&nbsp;This act of respect and inclusion leads to more satisfaction with the process and your organization.</p>



<h2 class="wp-block-heading">Flexibility vs. precision: striking a balance with ranges</h2>



<p class="wp-block-paragraph">There&#8217;s a natural hesitancy around disclosing exact budget figures, often stemming from concerns about receiving responses that skew toward the high end of the budget. It&#8217;s a fair critique since it&#8217;s not uncommon to share a budget limit of $20,000 and receive the most responses with a proposed budget of $19,990. However, it&#8217;s essential to strike a balance between flexibility and precision.</p>



<p class="wp-block-paragraph">If your concern is skewed responses, opt instead for a budget range. A budget range is flexible in that it incorporates potential variables and uncertainties that might arise during the project&#8217;s lifecycle. It also invites proposals from agencies across the price range that feel they can compete and deliver on the project within the available budget. This strategy ensures that the proposed project budgets remain fairly distributed across the spectrum rather than skewing towards a maximum.</p>



<p class="wp-block-paragraph">From my work at Prosal and conversations with serial RFP issuers, I can vouch for the importance of this balanced approach. It fosters open discussions, allowing agencies to propose solutions that align with the nonprofit&#8217;s expectations and financial capacities.</p>



<h2 class="wp-block-heading">Beyond numbers: The ripple effects of transparency</h2>



<p class="wp-block-paragraph">What better way to start a partnership than a process grounded in truth and transparency? Including a budget in your RFP transcends the mere transactional nature of numbers. It&#8217;s a testament to your organization&#8217;s commitment to transparent communication and effective collaboration. It&#8217;s about creating relationships anchored in mutual respect, understanding, and a shared vision for impact.</p>



<p class="wp-block-paragraph">By omitting a budget, we inadvertently erect barriers to great partnerships and miss out on opportunities to tap into a reservoir of diverse expertise. But by being forthright, we pave the way for richer collaborations, reduced inefficiencies, and elevated project outcomes.</p>



<h2 class="wp-block-heading">Closing thoughts</h2>



<p class="wp-block-paragraph">Budget transparency in RFPs is not a mere best practice but a critical cornerstone for fostering genuine, equitable partnerships. From my vantage point at Prosal, I&#8217;ve witnessed the transformative power of such transparency. Businesses grow, knowledge is shared, opportunity is created, and abundance trumps scarcity. It&#8217;s more than just numbers on a page; it&#8217;s a beacon of respect, inclusivity, and mutual growth.</p>



<p class="wp-block-paragraph">So, the next time you draft an RFP, remember the implications of including a budget. It&#8217;s the bridge that can connect your nonprofit&#8217;s aspirations with the expertise and dedication of potential partners who are as committed to your mission as you are.</p>


An RFP budget is a foundation for transparency and trust in a vendor relationship.

Why including a budget in your RFP matters


<p class="wp-block-paragraph">Payment technology advancements have fueled notable shifts in spending behavior in recent years — particularly in the aftermath of the pandemic. Credit cards and digital wallets have overtaken cash and check spending. At the same time, the proliferation of mobile devices has ramped up purchases made from tablets and mobile phones.</p>



<p class="wp-block-paragraph">These changes have also dramatically affected the nonprofit space — savvy nonprofits know that catering to these trends has a significant impact on donation volume. By supporting the latest payment methods and platforms, nonprofits can make it much easier for donors to give.</p>



<p class="wp-block-paragraph">To that end, several top payment trends currently rippling through the nonprofit sector will help you grow your donation volumes. You’ll want to keep them on your radar as you seek out payment processing software that fuels your organization’s growth.</p>



<h2 class="wp-block-heading" id="h-1-online-donation-forms"><a></a>1. Online donation forms</h2>



<p class="wp-block-paragraph">Although in-person donations continue to make up a significant portion of total donation volumes, online donations are rapidly growing in popularity. <a href="https://institute.blackbaud.com/charitable-giving-report/online-giving-trends/">According to Blackbaud</a>, online giving grew by an incredible 42% between 2019 and 2021.</p>



<p class="wp-block-paragraph">While much of this growth has been accelerated by the COVID-19 pandemic, another huge contributing factor is mobile accessibility. In fact, Blackbaud’s survey found that the percentage of online donations made from mobile devices has more than tripled over the past decade!</p>



<p class="wp-block-paragraph">Why the increase in mobile giving? For one, donating from a mobile device is fast and easy — donors can often make a donation using their mobile wallet in just a few clicks.. Plus, social media goes hand in hand with mobile giving. As activists increasingly spread charitable campaigns on social platforms, more donors are making donations from their mobile devices.</p>



<p class="wp-block-paragraph">To ride this wave of mobile-friendly online giving, you’ll want to be sure to add mobile-friendly elements to your <a href="/blog/use-your-donation-software-to-retain-donors-top-5-tips">online forms</a> and web pages —&nbsp; such as mobile-responsive layouts and support for digital wallets.&nbsp;</p>



<h2 class="wp-block-heading" id="h-2-digital-wallets"><a></a>2. Digital wallets</h2>



<p class="wp-block-paragraph">As more people access campaigns and charitable causes from their mobile devices, digital — or mobile — wallets have made it easier for people to donate. Rather than having to dig through their wallet and tediously type in card details, users of digital wallets like Google Pay and Apple Pay can pay with their stored cards in just a few clicks.</p>



<p class="wp-block-paragraph">Providing this easy donation experience is a must for organizations looking to grow donation volumes. Central Michigan University<a href="https://www.ruffalonl.com/blog/fundraising/digital-wallet-for-fundraising-making-it-easy-to-give-and-to-subscribe/"> revealed that</a> after adding support for digital wallets, their 2022 annual Giving Day campaign experienced a 67% increase in mobile giving year over year.</p>



<h2 class="wp-block-heading" id="h-3-recurring-payments"><a></a>3. Recurring payments</h2>



<p class="wp-block-paragraph">Every organization wants its supporters to become repeat donors. Fortunately, recurring payment processing technology has made it easier for organizations to set up automated recurring donation plans that improve revenue predictability.</p>



<p class="wp-block-paragraph">Recurring donation plans are often preferred by donors, too. Ongoing, smaller contributions are a great option for donors who want to generously support a cause but don’t have the funds to make one large donation.</p>



<p class="wp-block-paragraph">Looking to support recurring donations? Many payment gateways and payment technology solutions have recurring payment scheduling features. These tools will allow you to create custom recurring donation plans and let donors opt-in themselves for recurring donations.</p>



<h2 class="wp-block-heading" id="h-4-kiosks-and-tablets"><a></a>4. Kiosks and tablets</h2>



<p class="wp-block-paragraph">Gone are the days of collecting spare dollars and crumpled checks in wicker baskets. Today’s donors want to pay with their credit or debit cards, which means that organizations must be able to accept in-person card payments. Kiosks and tablets are the best solution for in-person donations, as these lightweight devices enable nonprofit staff and donors to quickly enter payment details.</p>



<p class="wp-block-paragraph">There are two main components of in-person credit card processing: hardware and software. You’ll need to select a device and create a customized donation form or web page that can be loaded onto the device.</p>



<h2 class="wp-block-heading" id="h-5-donor-advised-funds"><a></a>5. Donor-advised funds</h2>



<p class="wp-block-paragraph">Donor-advised funds are tax-advantaged accounts used by philanthropists to allocate funds for charitable purposes. Many of these funds are linked to payment cards that donors can use to make donations.</p>



<p class="wp-block-paragraph">Supporting a wide range of payment methods is a proven way for nonprofits to generate more donations. And as donor-advised funds rapidly become more popular among donors, you’ll want to keep this payment method at the top of your list. Recent data revealed that the number of new donor-advised fund accounts <a href="https://www.nptrust.org/reports/daf-report/">increased</a> by 28.5% between 2017 and 2021!</p>



<h2 class="wp-block-heading" id="h-fuel-your-success-with-the-right-payment-technology-provider"><a></a>Fuel your success with the right payment technology provider</h2>



<p class="wp-block-paragraph"><a></a>To support the latest trends and preferences in donation processing, it’s crucial to work with a payment processing company that’s closely attuned to the needs of the nonprofit sector. You can find guidance in our white paper, <a href="https://exactpay.com/a-guide-to-embedded-payments-for-nonprofit-saas-providers/">A Guide to Integrated Payments for Nonprofit SaaS Providers</a>, including details on how nonprofits increasingly leverage nonprofit software platforms with built-in payment features — rather than receiving donation processing capabilities from third-party payment processing companies.</p>



<p class="wp-block-paragraph"><a></a>These end-to-end nonprofit management platforms cater to organizations’ precise needs and pain points — cutting down on high processing costs, simplifying account reconciliations, and catering to unique donor preferences. If you’re interested in adding support for any of the above features, make it your goal to explore payment-savvy nonprofit software providers!</p>


Digital wallets are easy for donations and account reconciliations.

5 payment trends to grow your nonprofit’s donations


<p class="wp-block-paragraph">The NTEN team is growing. We&#8217;re thrilled to tell you that <a href="/people/nten/staff/0011U000011ZXiLQAW">Tahira Abbas</a> has joined NTEN as our Cohort Coordinator!</p>



<p class="wp-block-paragraph"><strong>What was your favorite childhood meal?</strong></p>



<p class="wp-block-paragraph">Khubz Uruk — it’s quite a fragrant memory. It’s like Iraqi flatbread with minced beef, lots of chopped herbs, some diced onion, and a mix of cumin and turmeric, all kneaded into the dough. These days,&nbsp; I love having it with a side of mint, tomatoes, cheese, and a nice cup of Iraqi tea.</p>



<figure class="wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio"><div class="wp-block-embed__wrapper">
<iframe loading="lazy" title=".خبز عروك بدون تنور | وصفة مأمون نطاح | Aroog Without Tannour" width="750" height="422" src="https://www.youtube.com/embed/_SoSbhtZR3c?feature=oembed" frameborder="0" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share" allowfullscreen></iframe>
</div></figure>



<p class="wp-block-paragraph"><strong>What are your favorite memories about Canada?</strong></p>



<p class="wp-block-paragraph">Oh, way back in 1998, Montreal got hit by this massive ice storm. Freezing rain basically transformed everything into a crystal wonderland. Of course, that ice caused damage and power outages, but as a kid with none of these concerns, it was just pure magic. Schools shut down for like a whole week, and we had back-to-back sleepover parties with other kids at the community center, which still had power and opened as a shelter. It was an absolute blast, although I can totally see how it must&#8217;ve been a bit of a parental nightmare!</p>



<p class="wp-block-paragraph"><strong>What&#8217;s a place in the world that feels like home to you, even if you&#8217;ve never lived there?</strong></p>


<div class="wp-block-image is-style-default">
<figure class="alignleft size-full is-resized"><a href="https://content.nten.org/wp-content/uploads/2023/09/Tahira-redwoods.jpg"><img loading="lazy" decoding="async" src="https://content.nten.org/wp-content/uploads/2023/09/Tahira-redwoods.jpg" alt="Ahira stands next to majestic Redwoods in far northwestern California in August 2019" class="wp-image-184104" style="object-fit:cover;width:550px;height:413px" width="550" height="413"/></a></figure>
</div>


<p class="wp-block-paragraph">The Redwoods Forest! But also Iraq. My family roots are from there, and my parents fled the country in the early 1980s. They repeatedly told us stories of the beautiful landscapes, the mosaic of cultural and religious minorities, and cool things like sleeping on the roofs of their homes on those warm summer nights. Their fond memories of the good old days made it feel like a piece of home.</p>



<p class="wp-block-paragraph"><strong>Do you have any favorite quotes or mottos that inspire you personally or professionally?</strong></p>



<p class="wp-block-paragraph">Yes, two quotes from <a href="https://austinkleon.com/about/">Austin Kleon</a>: “Uncertainty is the very thing that art thrives on” and “Creativity is about connection — you must be connected to others in order to be inspired and share your own work — but it is also about disconnection. You must retreat from the world long enough to think, practice your art, and bring forth something worth sharing with others.”</p>



<p class="wp-block-paragraph"><strong>If you could acquire a new skill instantly, what would it be and why?</strong></p>



<p class="wp-block-paragraph">It would be surfing. I’ve always loved watching surfers, especially at La Jolla Shores in California. It’s a whole mood, and there’s something captivating about watching them prepare to catch that perfect wave, gracefully ride the high and the low of it, and then just dive back into the sea.</p>


“If I could have an instant skill, it would be surfing. It’s a whole mood.”

Meet Tahira Abbas, NTEN’s Cohort Coordinator


<p class="wp-block-paragraph">The NTEN team continues to grow. We’re excited to introduce our new Project Coordinator, <a href="/people/nten/staff/0018Y000033WiBMQA0">Kate Hudson</a>! Kate brings a passion for collaboration and helping others feel included in projects. I asked her five questions to help you learn more about our newest team member.</p>



<p class="wp-block-paragraph"><strong>What was your first job?</strong></p>



<p class="wp-block-paragraph">My first job was as a hostess and server at a restaurant. I was naturally pretty shy, and this role really pushed me out of my shell. I fell in love with it! It was like playing a game where I got to chat with folks, make sure they had a good time, and walk away with a nice stack of cash. My coworkers were the most interesting mix of characters, and I was quickly taken in like family. There’s something about working in a restaurant that encourages authenticity, and I came into my own as an individual and communicator.&nbsp;</p>


<div class="wp-block-image is-style-default">
<figure class="alignleft size-full is-resized"><a href="https://content.nten.org/wp-content/uploads/2023/09/Kate-Hudson_Plaza-de-Espana.png"><img loading="lazy" decoding="async" src="https://content.nten.org/wp-content/uploads/2023/09/Kate-Hudson_Plaza-de-Espana.png" alt="Kate smiles on balcony in Madrid with the Plaza de España behind her." class="wp-image-184135" style="object-fit:cover;width:375px;height:500px" width="375" height="500"/></a></figure>
</div>


<p class="wp-block-paragraph"><strong>You recently lived in Spain. Any tips for others thinking of visiting?</strong></p>



<p class="wp-block-paragraph">Yes,&nbsp;If you have the time, I’d highly recommend checking out as many regions of the country as you can! Spain is incredibly diverse in its landscapes, cultures, languages, and festivals from community to community. Although I have a special place in my heart for Madrid, where I lived and fell in love with the vibrance, a lesser-known gem is the community of <a href="https://www.spain.info/en/region/asturias/">Asturias</a> in the Northwest region. It&#8217;s a lush, mountainous coastal community, perfect to rent a car and explore.&nbsp;</p>



<p class="wp-block-paragraph">Also, embrace their <em>no pasa nada</em> mentality, which translates loosely to no worries.&nbsp;Structure your days in a way that lets you take your time and relax. </p>



<p class="wp-block-paragraph"><strong>What are some of your favorite local adventures?</strong></p>



<p class="wp-block-paragraph">My partner and I just moved to a part of Wisconsin called <a href="https://www.wpr.org/where-does-driftless-area-get-its-name-history-boundaries-southwest-wisconsin-region">the Driftless Area</a>,&nbsp;a large peninsula of land that went unflattened throughout the last glacial period, leading to bluffs along the Mississippi River. We love to go hiking, paddleboarding, and kayaking. We also love finding cool antique shops.</p>



<p class="wp-block-paragraph"><strong>What was your favorite childhood meal?</strong></p>



<p class="wp-block-paragraph">The first thing that comes to mind is grilling out in the summer with burgers, corn on the cob, and fresh fruit. It brings back many fond memories of spending time outside with friends and family, and it is a staple during Wisconsin summers.&nbsp;</p>



<p class="wp-block-paragraph"><strong>What is one new place you’d love to travel to?&nbsp;</strong></p>



<p class="wp-block-paragraph">I have been dreaming about a trip to Alaska or Banff, Canada. I love the mountains and imagine I would be in awe the entire time.</p>


“Visiting the mountains of Alaska is a dream.”

Meet Kate Hudson, NTEN’s Project Coordinator


<p class="wp-block-paragraph">We&#8217;re welcoming <a href="/people/nten/staff/0018Y000031Z83JQAS">Maria Lara</a> as our newest team member. Maria is our Digital Equity Manager and is already busy onboarding the 2024 Digital Inclusion Fellows!</p>



<p class="wp-block-paragraph"><strong>What was your favorite childhood meal?</strong></p>



<p class="wp-block-paragraph">Oh, let me tell you about my all-time favorite childhood dish: my Grandma Pepa&#8217;s <a href="https://www.foodandwine.com/recipes/posole-rojo">pozole rojo</a>! This amazing bowl of goodness was pure magic, and I cherished every bite. Imagine a rich, flavorful broth that&#8217;s been simmering for hours, infused with the warmest spices, and inside you&#8217;d find tender chunks of pork, perfectly cooked to melt in your mouth. Grandma Pepa&#8217;s pozole rojo will forever hold a special place in my soul, reminding me of the joy and love that surrounded those cherished moments. It&#8217;s not just a dish; it&#8217;s a symbol of family, togetherness, and delicious comfort.</p>


<div class="wp-block-image is-style-default">
<figure class="alignleft size-full is-resized"><a href="https://content.nten.org/wp-content/uploads/2023/09/Maria-Lara_Day-of-the-Dead.jpg"><img loading="lazy" decoding="async" src="https://content.nten.org/wp-content/uploads/2023/09/Maria-Lara_Day-of-the-Dead.jpg" alt="Maria wears skull Mexican makeup as she stands alongside the alter she created. " class="wp-image-184217" style="object-fit:cover;width:375px;height:500px" width="375" height="500"/></a><figcaption class="wp-element-caption">Maria and her <em>ofrenda</em> (an offering) on an altar she made for her first Day of the Dead in the U.S. in 2020.</figcaption></figure>
</div>


<p class="wp-block-paragraph"><strong>What are your favorite memories of Mexico?</strong></p>



<p class="wp-block-paragraph">My favorite memories of Mexico are the unforgettable taste of tacos al pastor, the vibrant celebrations of <a href="https://www.nationalgeographic.com/travel/article/top-ten-day-of-dead-mexico">Dia de los Muertos</a>, and the heartwarming moments with my family gathered around the table — and if I could pick one thing I miss the most, it&#8217;s definitely the mouth-watering Mexican food!</p>



<p class="wp-block-paragraph"><strong>What&#8217;s something new you&#8217;re learning for fun?</strong></p>



<p class="wp-block-paragraph">Learning pottery is a great way for me to indulge my love for houseplants, as I enjoy repotting them every year without emptying my wallet! If you&#8217;re a fellow houseplant enthusiast, you totally get where I&#8217;m coming from!</p>



<p class="wp-block-paragraph"><strong>What are some of your favorite local adventures?</strong></p>



<p class="wp-block-paragraph">Kayaking the rivers around Portland is one of my favorite adventures, especially if I bring my dog, Sabina, with me.</p>



<p class="wp-block-paragraph"><strong>What is one new place you would love to travel to?</strong></p>



<p class="wp-block-paragraph">If I could choose one new destination to explore, it would be Spain. I&#8217;m drawn to the idea of wandering through museums, enjoying the architecture,&nbsp;basking in the Mediterranean sun, and indulging in incredible culinary delights like olives and wine.</p>


“Learning pottery is a great way to indulge my love for houseplants.”

Meet Maria Lara, NTEN’s Digital Equity Manager


<p class="wp-block-paragraph">If you are working in marketing for a nonprofit, there are many challenges you may be facing in 2023: the healing but still volatile economy, political issues, struggles with fundraising, and just trying to cut through the clutter to build awareness. With all that taking up your brain space, it’s hard to focus on figuring out this other big new transformative force in marketing that’s entered the chat: AI.</p>



<p class="wp-block-paragraph">To borrow a metaphor from a Ghostbuster, if the amount of think pieces, videos, webinars, and general content on the internet about AI were represented by a dragon fruit shaved ice, it would be a dragon fruit shaved ice twice the size of Australia, and we’d be well on our way to a tasty resolution to the climate crisis. It can be overwhelming to try and find the answers to the questions — how can this technology help me move my organization’s mission forward? How can we save money, reach more people, and do even better with it?</p>



<p class="wp-block-paragraph">First, if you are a complete novice, here are some quick <a href="https://help.mediacause.org/our-approach-to-generative-ai-at-media-cause/">AI resources</a> to set the table — we’ll pick up a bit past a basic primer in all things artificially intelligent.</p>



<p class="wp-block-paragraph">AI is not a single platform you must learn to use. AI is a feature increasingly being added to the platforms you already use. Figuring it out will be similar to how we all learned how to use the internet in the first place. The key is to understand the capabilities of the tools and how they can best help you with your goals.</p>



<p class="wp-block-paragraph">In nonprofits,&nbsp;there are often small teams that have to wear a lot of hats. AI is a way to help take off some of those hats and get help you haven’t had before. (Your neck will thank you!)</p>



<h2 class="wp-block-heading" id="h-why-is-ai-relevant-for-nonprofits"><a></a>Why is AI relevant for nonprofits?</h2>



<p class="wp-block-paragraph">You may not realize it, but you probably already use AI daily.</p>



<p class="wp-block-paragraph">If you use Gmail’s autocomplete functionality to speed up your replies, you use AI.</p>



<p class="wp-block-paragraph">If you use Grammarly to improve the quality of your writing, you use AI.</p>



<p class="wp-block-paragraph">If you use LinkedIn to hire or get hired, you use AI.</p>



<p class="wp-block-paragraph">Meta is baking generative AI features directly into its highly lucrative self-service ads platform. Advertisers can effortlessly create multiple versions based on a piece of ad copy for different audiences, conjure up visual assets for ads, and automatically crop images for various formats.</p>



<p class="wp-block-paragraph">Right now, many exciting point solution style platforms have taken large language models (LLMs) and added a user interface designed around a specific goal. But Meta and others can easily swallow these companies whole by baking the same applications into the core platforms we already know and use daily as professionals. Convenience wins out nine times out of ten — especially when marketers already feel the strain of juggling too many platforms.</p>



<p class="wp-block-paragraph">Like with any technology, the degree to which it is user-friendly is a significant factor in how widely it is adopted. It’s not about paying for fancy silver bullet technology that promises to solve all your problems. It’s about fully understanding the role technology can and should play in your day-to-day working life according to your specific needs.</p>



<p class="wp-block-paragraph">As AI solutions start popping up and getting embedded in every tool you use, the question becomes how to take advantage of it. A significant way to do that for nonprofits is to unlock the benefits it can bring for automation and creativity.</p>



<p class="wp-block-paragraph">People often have to be a generalist out of necessity at a nonprofit, but many AI tools will have particularly helpful applications to day-to-day generalist activities. Try to automate away as much as you can so you can focus on whatever you are uniquely great at. Yes, your job will change — allowing you to focus on your passion for your mission and why you are there in the first place!</p>



<p class="wp-block-paragraph">Perhaps you need to:</p>



<ul class="wp-block-list">
<li>Analyze a large amount of data about your programs, audience survey responses, or details about your donors or forecast trends.</li>



<li>Draft content regularly, like emails or social posts.</li>



<li>Get help with admin activities like data entry or creating reports.</li>
</ul>



<p class="wp-block-paragraph">Activities like these are already possible with AI-powered tools. They can help you reclaim time and be more efficient and productive.</p>



<p class="wp-block-paragraph">AI can also help you to be more creative and strategic. This still requires imagination, direction, intuition, and a strong creative team to separate the wheat from the chaff. But, the optimistic view is that AI could unlock more creativity across your organization rather than snuff it out. For example, if you have a rough concept for a new recruitment campaign, you could ask ChatGPT to suggest ways to make it bigger, better, and more scalable and see if there is a way for you to build on its suggestions. Your AI support system can be a great collaboration partner.</p>



<h2 class="wp-block-heading" id="h-avoiding-the-pitfalls"><a></a>Avoiding the pitfalls</h2>



<p class="wp-block-paragraph">Whenever there are opportunities to leverage productivity tools enhanced by AI to gain more efficiency, higher quality work output, or better meet goals, nonprofits should look for every opportunity to do so responsibly.</p>



<p class="wp-block-paragraph">Generative AI specifically is an area where we see great potential to fine-tune and elevate your work, but there can also be risks — are you treading uncertain legal ground in terms of plagiarism or IPs used to train the AI tools? The landscape around this question changes daily as new lawsuits emerge and the AI space evolves. Responsible ways to use the tools include:</p>



<ul class="wp-block-list">
<li>Producing suggestions for content and assisting with the versioning of content by audience, with all work reviewed, edited, and finalized by a human.</li>



<li>To create a jumping-off point for code/script to use in technical applications, which will then be further reviewed/augmented by a human developer.</li>



<li>Versioning copy/content according to different target audiences or other versioning parameters with human involvement in finalizing the output.</li>



<li>To assist with CRM/sales activities or data review and synthesis.</li>



<li>To help summarize unstructured notes.</li>
</ul>



<p class="wp-block-paragraph"><strong>When working with AI tools, it’s key to:</strong></p>



<ul class="wp-block-list">
<li>Prioritize data security.</li>



<li>Avoid ethical conflicts.</li>



<li>Avoid legal conflict.</li>



<li>Stay curious — look for ways to use the tools to increase efficiency and impact.</li>
</ul>



<h2 class="wp-block-heading" id="h-nonprofit-benefits"><a></a>Nonprofit benefits</h2>



<p class="wp-block-paragraph">Here’s an excellent example of how generative AI can be applied to social impact.</p>



<p class="wp-block-paragraph"><a href="https://www.linkedin.com/company/khan-academy/">Khan Academy</a> is piloting an advanced chatbot tutor using OpenAI’s GPT-4 that has the potential to dramatically accelerate its mission to provide equal access to high-quality, individualized education.</p>



<p class="wp-block-paragraph">This part of <a href="https://www.linkedin.com/in/ACoAAAAG7n0BqIWxwKBc4aC0Io6sFM1Rzg3vONI">Sal Khan</a>‘s announcement post was interesting and resonant:</p>



<p class="wp-block-paragraph">“AI is nascent technology, but we already find ourselves at a critical juncture. Will we amplify its benefits equally across society? Or will we allow a new, deeper digital divide to take root that leaves out even more students?”</p>



<p class="wp-block-paragraph">If you look at the <a href="https://www.youtube.com/watch?v=yEgHrxvLsz0">video demo</a>, you’ll see that the AI, named Khanmigo, can share knowledge, conduct tutoring sessions, and quiz students on a vast array of subjects with total patience and without giving them the answers.</p>



<p class="wp-block-paragraph">Teachers can also use it to speed up time-consuming tasks like writing lesson plans so they can spend more time nurturing students.</p>



<p class="wp-block-paragraph">Khan Academy took responsible steps. They implemented safeguards for data privacy, not passing personally identifiable information to the AI model and emphasizing in the interface that students should not share personal data in their messages.</p>



<p class="wp-block-paragraph">Data privacy measures are sorely lacking from <a href="https://www.linkedin.com/company/openai/">OpenAI</a>‘s standard ChatGPT interface. The company has come under scrutiny due to a bug that temporarily exposed AI chat histories to other users and the general lack of transparency around data usage for training purposes.</p>



<p class="wp-block-paragraph">Burying your head in the sand is not an effective strategy — but neither is impulsively embracing bleeding-edge technology without considering the ramifications. Getting it right and building deliberately, like <a href="https://www.linkedin.com/company/khan-academy/">Khan Academy</a> is attempting to do, is the right way to approach this moment.</p>



<h2 class="wp-block-heading" id="h-conclusion"><a></a>Conclusion</h2>



<p class="wp-block-paragraph">Should your organization adopt AI or continue to rely on humans? This is the wrong question and hinges on a false choice.</p>



<p class="wp-block-paragraph">Instead, you should approach AI with a hybrid mentality. Continue to rely on talented people who are great at their work, but alongside them, build an AI model that acts as a knowledge base and amounts to your secret recipe as an organization.</p>



<p class="wp-block-paragraph">The most important thing you can do is remain open and flexible to new solutions while being mindful of the technology stack you as an organization already have. Don’t get swept away in the rush for the newest, latest, and greatest. Learn how to prompt effectively, but don’t put too much trust in the results. Pilot novel uses of AI that ease pain points, but don’t overinvest based on the fear of missing out.</p>



<p class="wp-block-paragraph">It’s impossible to predict where the digital marketing landscape will be in the next few years, but more likely than not, we’ll be using the same tools we already have, just with supercharged capabilities.</p>


Explore AI in your tools with a focus on ethics and security.

Adding AI to your nonprofit marketing toolkit responsibly


<div class="wp-block-fellinidev-nten-homepage-subhero-item"></div>



<div style="display: grid; gap: 2rem; grid-template-columns: 1fr;" class="wp-block-fellinidev-pagesubhead"><h3>Page Subhead</h3><div style="flex-grow: 1; flex-direction: column;">NTEN joins broadband experts, ISPs, and local leaders to urge Biden administration to fix signature broadband investment program.</div></div>



<p class="wp-block-paragraph">NTEN joined a coalition of 300 broadband experts, internet service providers, community leaders, nonprofits, consumer advocates, and business groups who have joined forces to highlight concerns about the National Telecommunications and Information Administration’s Broadband Equity Access and Deployment program.</p>



<p class="wp-block-paragraph"><a href="https://connect-humanity.shorthandstories.com/bead-letter-of-credit-alternatives/">In a letter to NTIA</a> head Alan Davidson and Secretary of Commerce Gina Raimondo, the group warns that the program’s letter of credit requirement will block the vast majority of smaller operators, community-centered ISPs, and city-owned networks from securing grants. The result is that these ISPs, which are overwhelmingly the most able and willing to serve currently unserved, primarily small and rural communities the BEAD program is designed to support, will be largely unable to secure funds.</p>



<p class="wp-block-paragraph">By requiring awardees to post an irrevocable letter of credit equal to 25% of their grant award — which banks typically insist be collateralized with cash — recipients will “have to lock away vast sums of capital for the full duration of the build, likely several years,” reads the letter.&nbsp;</p>



<p class="wp-block-paragraph">In addition to a separate minimum 25% match requirement, the letter of credit “establishes capital barriers too steep for all but the best-funded ISPs.” To illustrate, the group <a href="https://connecthumanity.fund/why-the-letter-of-credit-requirement-could-sink-bead/">points to an analysis</a> estimating that a provider seeking a $7.5 million grant to fund a $10 million network would have to front at least $4.6 million of its own capital — or over 60% of the grant.</p>



<p class="wp-block-paragraph">Amy Sample Ward, NTEN’s CEO, said, “NTEN joins in this strong coalition of support because we see every day what the accelerating and compounding impacts of digital divides mean for communities all over the country and want to ensure that every effort to invest in a future where everyone has affordable, reliable internet can meet its full potential. The opportunity cost is too high to limit the BEAD program with this requirement for applicants. We need the BEAD program accessible to all potential providers to help all communities get online.” </p>



<p class="wp-block-paragraph">The American Association for Public Broadband, the American Library Association, Consumer Reports, Public Knowledge, the SHLB Coalition, and Connect Humanity have signed the letter, alongside a broad coalition of ISPs, local government officials, state broadband offices, rural associations, funders, and digital equity advocates.</p>



<p class="wp-block-paragraph">Together, they argue that “rather than demonstrating a provider’s ability to construct a broadband network and provide high-speed broadband services,” the letter of credit is a “measure of whether they can lock up valuable working capital.”</p>



<p class="wp-block-paragraph">Moreover, they explain that the banking sector does not have the appetite to issue the $10+ billion in letters of credit that the scale of the program demands. Even if it did, “the capital needed to collateralize them means billions of dollars are sitting idle and not being used to buy equipment, lay fiber, and train the next generation of broadband engineers.” The letter is signed by Live Oak Bank, which has previously <a href="https://www.broadband.io/c/broadband-grant-events/where-s-the-funding-episode-5-navigating-the-letter-of-credit">outlined its concerns</a> with the program’s insistence on letters of credit.</p>



<p class="wp-block-paragraph">Calling for a “course correction,” the group urges the NTIA to drop the letter of credit entirely. Short of that, the letter suggests alternatives that provide additional protection for taxpayer dollars while ensuring BEAD funding can go to the providers best able to deliver for American families. Alternatives include performance bonds — a tool regularly used in infrastructure construction projects — and delayed reimbursements to “ensure proposals are viable and that applicants have the capacity to perform.”</p>



<p class="wp-block-paragraph">Unlike letters of credit, issuers of performance bonds perform additional due diligence on applicants, providing another layer of qualification. And, because bond issuers have a financial incentive to ensure performance, bonds add further assurance of project completion.</p>



<p class="wp-block-paragraph">“Past government broadband investments have called for a match or a letter of credit — never both,” said Jochai Ben-Avie, Connect Humanity CEO. “By taking this extreme risk-averse approach, the NTIA actually risks undermining the Biden Administration’s ambition to connect everyone in America to affordable, reliable high-speed internet. This program has been called a once-in-a-generation shot at closing the digital divide. We must not throw it away.”</p>



<p class="wp-block-paragraph">John Windhausen, Executive Director of the Schools, Health &amp; Libraries Broadband (SHLB) Coalition, added: “By effectively excluding thousands of small, nonprofit and minority-owned broadband providers, the policy contradicts the statutory language in the Bipartisan Infrastructure Law that specifically calls for municipalities and other nonprofit entities to be eligible. Insisting on the letter of credit will reduce competition and jeopardize the ability of anchor institutions to receive high-quality broadband.”</p>



<p class="wp-block-paragraph">With <a href="https://broadbandnow.com/research/fcc-broadband-overreporting-by-state">42 million Americans</a> still without broadband access, BEAD’s success is critical to ensuring the entire nation can participate in an increasingly digital society. The group argues, however, that without change: “the program will not achieve its objective of delivering internet for all.”</p>



<p class="wp-block-paragraph"><a href="https://connect-humanity.shorthandstories.com/bead-letter-of-credit-alternatives/index.html">Read the letter</a> and <a href="https://connect-humanity.shorthandstories.com/bead-letter-of-credit-alternatives/#group-section-Signatories-hG0RtO3ni5">view the signatories</a>.</p>


Illustrated buildings with WiFi symbols sit on a blue background. The text reads, "Broadband is a human right. Tell the NTIA: The BEAD program needs to change."

How to fix the BEAD program


<p class="wp-block-paragraph">I am an expert at filling out forms.&nbsp;</p>



<p class="wp-block-paragraph">I fill them out when I&#8217;m ordering something online. I fill them out when I’m applying for a class. Or for a new driver&#8217;s license. And for every appointment. And I fill them out when I donate or sign up for an email newsletter.&nbsp;</p>



<p class="wp-block-paragraph">This means you’re likely an expert as well!</p>



<p class="wp-block-paragraph">Because we are presented with so many forms to fill out online, a particular pet peeve of mine is a poorly designed form. A bad form peeves me on many levels:</p>



<ul class="wp-block-list">
<li>I get frustrated when the form wastes my time asking for unnecessary information.</li>



<li>I get frustrated when forms are not mobile-friendly.</li>



<li>I get frustrated when the form refreshes and doesn’t save my previous entries.&nbsp;</li>
</ul>



<p class="wp-block-paragraph">But I also know I’m one of the lucky ones; I have a name that’s considered common and has enough characters. I‘m also cisgender and identify as female. My name also isn’t hyphenated. So filling out forms — even if they are problematic — is easier for me than a whole lot of others.&nbsp;</p>



<p class="wp-block-paragraph">Many forms create barriers to filling out information, including obstacles regarding race, gender, and even relationships. Web editors with the best intentions could unintentionally create a barrier for a user, which means the user will get frustrated with your brand and abandon your form. And you won’t get the conversions you want.&nbsp;</p>



<p class="wp-block-paragraph">In the interest of abolishing terrible forms everywhere, here are some simple steps to make your forms more inclusive, delight your audiences, and get the conversions you need.&nbsp;</p>



<h2 class="wp-block-heading" id="h-why-do-you-need-to-know-if-i-m-a-captain"><strong>Why do you need to know if I’m a Captain?</strong></h2>



<p class="wp-block-paragraph">Some forms ask for your title (also known as honorifics): Esquire, Professor, Doctor, even Captain! I’m trying to donate to your fundraiser, not pilot your ship!&nbsp;</p>



<p class="wp-block-paragraph">But that’s not the only unnecessary field I’ve encountered. I recently went to go work out at a facility. I was willing to hand over cash, but they insisted I fill out an online form, which took way longer than handing over cash. But I understood. They wanted me to fill out an online waiver so I wouldn’t hold them liable if I got injured in their facility.&nbsp;</p>



<p class="wp-block-paragraph">That&#8217;s why I found it very odd that they insisted on asking me for my cell phone carrier. It was a required field! But what wasn’t a required field? The “emergency contact.”</p>


<div class="wp-block-image is-style-default">
<figure class="aligncenter size-full is-resized"><a href="https://content.nten.org/wp-content/uploads/2023/07/FLSkatingRink.png#nten" target="_blank" rel="noreferrer noopener"><img loading="lazy" decoding="async" src="https://content.nten.org/wp-content/uploads/2023/07/FLSkatingRink.png" alt="Example of a mobile form asking for several required fields, including cell phone carrier." class="wp-image-183034" width="293" height="578"/></a></figure>
</div>


<div style="height:20px" aria-hidden="true" class="wp-block-spacer"></div>



<p class="wp-block-paragraph">The lesson here: don’t ask me for information you don’t need. It’s a waste of my time and feels like creepy data collection.</p>



<h2 class="wp-block-heading" id="h-let-s-talk-about-gender"><strong>Let’s talk about gender.</strong></h2>



<p class="wp-block-paragraph">If a woman is filling out your form, do you need to know her marital status? This tweet sums it up well:&nbsp;</p>


<div class="wp-block-image is-style-default">
<figure class="aligncenter size-full is-resized"><a href="https://content.nten.org/wp-content/uploads/2023/07/MrMsMiss.png#nten"><img loading="lazy" decoding="async" src="https://content.nten.org/wp-content/uploads/2023/07/MrMsMiss.png" alt="Tweet from Ilyse Hogue. Text reads: “Every time I have to fill out a form, I’m newly annoyed that I have to choose a Miss, Ms, or Mrs when the guys are all Misters as though it required knowledge of our marital station and age to peg our status in society. Can’t someone make 21st century forms?&quot;" class="wp-image-183039" width="293" height="360"/></a></figure>
</div>


<div style="height:20px" aria-hidden="true" class="wp-block-spacer"></div>



<p class="wp-block-paragraph">Men never have to reveal their marital status. Why should women?&nbsp;</p>



<p class="wp-block-paragraph">What about those forms that ask you to choose a gender? Many forms ask if you are male or female, but that’s exclusive of those who identify outside of the binary of male and female.</p>


<div class="wp-block-image is-style-default">
<figure class="aligncenter size-full is-resized"><a href="https://content.nten.org/wp-content/uploads/2023/07/Inclusive_forms_-_genders.png#jjj" target="_blank" rel="noreferrer noopener"><img loading="lazy" decoding="async" src="https://content.nten.org/wp-content/uploads/2023/07/Inclusive_forms_-_genders.png" alt="Examples of a bad form asking for three choices about gender on a form vs a better example that has many more options." class="wp-image-183036" width="350" height="200"/></a></figure>
</div>


<div style="height:20px" aria-hidden="true" class="wp-block-spacer"></div>



<p class="wp-block-paragraph">Ask yourself: does your organization really need to know this? If it does, fine. But please recognize that not everybody fits into those two boxes. So ensure that your forms are inclusive by&nbsp;<a target="_blank" href="https://www.ruth-ng.co.uk/how-to-ask-about-gender-in-forms-respectfully" rel="noreferrer noopener">offering more options</a>&nbsp;so your users don’t feel excluded.&nbsp;</p>



<p class="wp-block-paragraph">The takeaway:</p>



<ol class="wp-block-list">
<li>Be inclusive of all genders.</li>



<li>At the least, consider adding, “I’d prefer not to say.”</li>



<li>If your organization needs this information, be mindful and respectful of the words chosen and what those words mean to the end user.</li>
</ol>



<h2 class="wp-block-heading" id="h-account-for-all-kinds-of-names"><strong>Account for all kinds of names.</strong></h2>



<p class="wp-block-paragraph">Have you ever seen a racist form? They exist. Ask any of the billions of people worldwide who have last names with just two characters:&nbsp;</p>


<div class="wp-block-image is-style-default">
<figure class="aligncenter size-full is-resized"><a href="https://content.nten.org/wp-content/uploads/2023/07/RacistFormExample_1.jpg#nten"><img loading="lazy" decoding="async" src="https://content.nten.org/wp-content/uploads/2023/07/RacistFormExample_1.jpg" alt="Tweet from S. Qiouyi Lu who is frustrated that she can’t purchase an item on a website because the form rejects that her last name is two characters." class="wp-image-183040" width="311" height="366"/></a></figure>
</div>


<div style="height:20px" aria-hidden="true" class="wp-block-spacer"></div>


<div class="wp-block-image is-style-default">
<figure class="aligncenter size-full is-resized"><a href="https://content.nten.org/wp-content/uploads/2023/07/RacistFormExample_2.png#nten"><img loading="lazy" decoding="async" src="https://content.nten.org/wp-content/uploads/2023/07/RacistFormExample_2.png" alt="A tweet from Mallory Yu who is pointing out the racism of a form for not accepting that her last name contains two letters" class="wp-image-183041" width="297" height="290"/></a></figure>
</div>


<div style="height:20px" aria-hidden="true" class="wp-block-spacer"></div>



<p class="wp-block-paragraph">There are billions of people who can’t buy your products or sign up for your event if your forms block them from doing so.</p>



<p class="wp-block-paragraph">Forms also can have trouble recognizing certain ethnicities or accents. These two Irish Twitter users were commiserating about having some trouble filling out forms:</p>


<div class="wp-block-image is-style-default">
<figure class="aligncenter size-full is-resized"><a href="https://content.nten.org/wp-content/uploads/2023/07/IrishName_1.png#nten"><img loading="lazy" decoding="async" src="https://content.nten.org/wp-content/uploads/2023/07/IrishName_1.png" alt="Tweet from an Irish user who is trying to fill out a form unsuccessfully since the form doesn’t recognize the accents in her name." class="wp-image-183037" width="300" height="309"/></a></figure>
</div>


<div style="height:20px" aria-hidden="true" class="wp-block-spacer"></div>


<div class="wp-block-image is-style-default">
<figure class="aligncenter size-full is-resized"><a href="https://content.nten.org/wp-content/uploads/2023/07/IrishName_2.png#nten"><img loading="lazy" decoding="async" src="https://content.nten.org/wp-content/uploads/2023/07/IrishName_2.png" alt="Tweet from another Irish user who is demonstrating a similar issue of being blocked from filling out a form." class="wp-image-183038" width="298" height="143"/></a></figure>
</div>


<div style="height:20px" aria-hidden="true" class="wp-block-spacer"></div>



<p class="wp-block-paragraph">What if your name is hyphenated? Some forms reject that too.&nbsp;&nbsp;</p>


<div class="wp-block-image is-style-default">
<figure class="aligncenter size-full is-resized"><a href="https://content.nten.org/wp-content/uploads/2023/07/Hyphenation.png#nten"><img loading="lazy" decoding="async" src="https://content.nten.org/wp-content/uploads/2023/07/Hyphenation.png" alt="Tweet from Faith Salie who is pointing out her 9 year old son’s strong reaction to not being able to fill out a form at the dentist’s office because his name is hyphenated." class="wp-image-183035" width="299" height="173"/></a></figure>
</div>


<div style="height:20px" aria-hidden="true" class="wp-block-spacer"></div>



<p class="wp-block-paragraph">You know it’s bad when you’ve lost the support of 4th graders.&nbsp;</p>



<p class="wp-block-paragraph">Not everyone has a name like John Smith. There are accents, hyphens, apostrophes, short names with a few characters, long names with a lot of characters, and names where the first name and last name are switched.</p>



<p class="wp-block-paragraph"><a target="_blank" href="https://www.w3.org/International/questions/qa-personal-names" rel="noreferrer noopener">W3.org explains it well and in more detail:</a>&nbsp;“People who create web forms, databases, or ontologies are often unaware of how different people’s names can be in other countries. They build their forms or databases in a way that assumes too much on the part of foreign users. ”&nbsp;</p>



<p class="wp-block-paragraph">The takeaway: know your audiences so you can accommodate their naming needs. Account for as many naming conventions as possible.</p>



<h2 class="wp-block-heading" id="h-account-for-all-races"><strong>Account for all races.&nbsp;&nbsp;</strong></h2>



<p class="wp-block-paragraph">Unfortunately, forms can impose racial identities on people without respect for how they identify themselves by not offering enough options. If you must ask for race on your form, allow for a wide variety of options and acknowledge differences between similar sounding options: for example, “Black” may not be the same as “African American,” and “Hispanic” may not be the same as “Latin(a/o), &amp; Latinx.”&nbsp;</p>



<h2 class="wp-block-heading" id="h-account-for-all-relationships"><strong>Account for all relationships.&nbsp;</strong></h2>



<p class="wp-block-paragraph">We all know relationships are complicated. When asking for an individual’s relationship with another, be respectful of those complexities:&nbsp;</p>



<ul class="wp-block-list">
<li>“Spouse/partner” over “husband/wife.”</li>



<li>“Parent/guardian” over “mother/father.”</li>



<li>“Child” over “son/daughter.”&nbsp;</li>



<li>“Sibling” over “brother/sister.”</li>
</ul>



<p class="wp-block-paragraph">This sends an immediate message to the user that you respect those in their lives even if they don’t fit neatly into an expected norm.&nbsp;</p>



<h2 class="wp-block-heading" id="h-more-steps-you-can-take"><strong>More steps you can take.&nbsp;</strong></h2>



<ul class="wp-block-list">
<li><strong>Account for keyboard navigation</strong>: ensure all form fields can be navigated to (and away from) only using a keyboard. From assistive technologies to broken track pads — this is a must.</li>



<li><strong>Include form labels:</strong>&nbsp;include meaningful and descriptive form labels to alert all users about what is expected of them.</li>



<li><strong>Show progress:</strong>&nbsp;if the form is extensive, a progress bar is nice to manage the time expectations for the user and what information is needed at each step.&nbsp;</li>



<li><strong>Provide enough contrast:</strong>&nbsp;many forms try to use stylish, grayed-out text. A grayed-out button or text is acceptable if it’s an inactive element that is not usable. But if a user is supposed to get information about the form or interact with a field, ensure proper color contrast is used.</li>



<li><strong>One more time … don’t ask for more than you really need.&nbsp;</strong>Take a hard look at what information is critical for you to capture. Then leave out the rest.</li>
</ul>



<h2 class="wp-block-heading" id="h-before-you-launch-test-and-test-again"><strong>Before you launch, test. And test again.</strong></h2>



<p class="wp-block-paragraph">Get feedback on your form before you launch it. And get that feedback from diverse voices to ensure you’ve covered as many scenarios as possible.&nbsp;</p>



<p class="wp-block-paragraph">You could even use the testing opportunity as a way to connect with your brand ambassadors who love and support your nonprofit the most, bring in your best supporters, and encourage them to bring in as many friends as possible across ages, genders, marital statuses, races, and more. Make a day of user testing. Offer them a gift — a gift card, free lunch, or tour of your organization — for their feedback on your form. You will get the information you need as well as introduce a whole lot of new supporters to your organization!</p>



<h2 class="wp-block-heading" id="h-follow-these-steps-to-make-your-forms-more-inclusive-and-accessible"><strong>Follow these steps to make your forms more inclusive and accessible.&nbsp;</strong></h2>



<p class="wp-block-paragraph">Forms are a necessary part of online life, and we all must fill them out. While this is not an exhaustive list (though it’s close), these steps will go a long way to keep your forms human-centric and build trust with those who choose to share their data with you.&nbsp;</p>



<h2 class="wp-block-heading">Learn more</h2>



<p class="wp-block-paragraph"><a href="/blog/making-presentations-accessible">Making presentations accessible</a></p>



<p class="wp-block-paragraph"><a href="/blog/10-things-to-consider-when-planning-a-website-design-or-re-design">10 things to consider when planning a website design (or re-design)</a></p>



<p class="wp-block-paragraph"><a href="/learn/courses/bringing-accessibility-to-your-nonprofits-technology">Improving accessibility in nonprofit workplaces</a></p>


Accessible forms are easier and collect better data.

Create accessible and inclusive forms


<p class="wp-block-paragraph">NTEN has had an increasingly distributed team and a flexible work schedule throughout our 23 years as an organization. So when everyone shifted to working from home during the pandemic, we already had half the staff working remotely, which allowed us to better adapt than many organizations. Today our team is spread out across six states and three time zones, with various childcare pick-up times and varying partner, medical, and volunteering schedules.</p>



<p class="wp-block-paragraph">With a successful three years of experience of everyone working from home, we decided to say goodbye to our Portland headquarters last fall. With half the staff living here, though, we still consider ourselves a Portland-based organization. Practically, we are a Slack-based organization.</p>



<p class="wp-block-paragraph">We are a team of humans with full lives. Working at NTEN is just one aspect. I think this is the root of the four-day work shift for us. We are humans first and employees of NTEN later. Certainly not second. Maybe fifth on the list?</p>



<p class="wp-block-paragraph">The interest in a four-day week as a team started building in several ways over the last two years. First, this was discussed in reviewing our employee handbook, where our benefits and expectations are outlined. Next, staff suggested it in our annual accessibility survey feedback and associated conversations with the equity team. It even came up in yearly evaluations and manager check-ins.&nbsp;</p>



<p class="wp-block-paragraph">A year ago, the operations and admin team committed to investigating what could be possible and whether we needed to modify our policies and benefits to make the change. For example, since we have employees in different states, and those states define full-time employment and paid time off differently, we wanted to be sure that any change we made to our full-time status or PTO accrual processes didn’t impact some staff positively and others negatively. This research also included talking with an employment lawyer to understand legal implications we may not have considered.&nbsp;</p>



<p class="wp-block-paragraph">Some of the most interesting planning was the work we did as a full team driven by the places where staff had questions. Over the last few months, we have shared articles and resources in a “32-hour transition” Slack channel and, in staff meetings, started making lists of questions that we could bucket into areas of exploration for small teams to take on. This included a meetings team thinking about the frequency and types of current full team meetings and how they suggested we test out changing them for a four-day week. We also had a communications team that recommended where and how to communicate this change, from email signatures to out-of-office messages to the website. Are all of our plans of interest to you? Likely not! They were made within our team’s context, norms, and values. But having a process driven by the areas where staff feel unsure as the primary focus areas was helpful to us and likely would be to you as well.&nbsp;</p>



<p class="wp-block-paragraph">So, while we’ve spent a good amount of time in thinking and planning mode, it’s time to start testing! June 30 is our final Friday work day at NTEN, and we will begin the four-day, 32-hour week starting in July. Like everything we do, we anticipate we will learn along the way, and we plan, of course, to do that learning out loud by continuing to share broadly.&nbsp;</p>



<p class="wp-block-paragraph">Have you made this change in your organization and have tips to share, or are you thinking about this and have questions? Please head over to the online groups and<a href="https://my.nten.org/s/question/0D58Y0000AWxI0ySQF/have-you-implemented-a-4day-week-are-you-curious-about-it"> join our conversation about four-day weeks</a>!</p>


80% time at 100% pay for 100% of outcomes.

NTEN embraces a 4-day week


<p class="wp-block-paragraph">Keeping a nonprofit organization&#8217;s website secure is critical. Cyberattacks can cause significant damage to an organization. Cybersecurity threats include disruption to its operations, data breaches, financial loss, and damage to its reputation.</p>



<p class="wp-block-paragraph">Despite these, organizations in the nonprofit sector tend not to be at the forefront of devoting significant effort or resources to cybersecurity. &nbsp;According to <a href="/publications/cybersecurity-for-nonprofits">NTEN’s Cybersecurity for Nonprofits report</a>, 59% of respondents to an industry-wide survey of nonprofits did not provide training on cybersecurity for their staff. In addition, 70% of charities do not perform comprehensive vulnerability assessments to determine cybersecurity risks. &nbsp;&nbsp;</p>



<p class="wp-block-paragraph">Nonprofit web managers, working with an organization’s IT department, can play a significant role in promoting cybersecurity in their organizations. As stewards of the website and online properties, web managers are uniquely positioned to advocate and take a leading role in protecting their organizations from cyberattacks and mitigating cybersecurity risks.</p>



<h2 class="wp-block-heading" id="h-eight-cybersecurity-strategies">Eight cybersecurity strategies</h2>



<p class="wp-block-paragraph">Following are eight cybersecurity measures nonprofit web managers can adopt to help protect their websites and stay ahead of new threats. The first set of strategies involves process and training that, when adopted, can go a long way to mitigate risks and vulnerabilities that come with human error and lack of cybersecurity knowledge. The second set of technical strategies can be implemented with the help of your organization’s IT department and involves patching up and closing vulnerabilities in your systems and infrastructure.</p>



<h3 class="wp-block-heading" id="h-non-technical">Non-technical</h3>



<ol class="wp-block-list" type="1">
<li><strong><a href="/blog/the-basics-of-multi-factor-authentication-and-single-sign-on">Promote a strong password culture</a>.</strong> Passwords should be complex and difficult to figure out. Many guidelines say they should be at least 12 characters long and include a mix of uppercase and lowercase letters, numbers, and symbols. In addition, using a <a href="https://www.wired.com/story/best-password-managers/">password management tool</a> can help to generate, store, and secure passwords.</li>



<li><strong><a href="https://www.valamis.com/hub/cybersecurity-training">Train employees on cybersecurity</a>.</strong> Educate staff about risks and vulnerabilities. Give people the ability to identify potential security threats when working online and with computer systems.</li>



<li><strong><a href="https://www.knowledgehut.com/blog/security/cyber-security-audit">Conduct regular security audits</a>.</strong> Security audits identify and evaluate an organization&#8217;s strengths and weaknesses to protect itself from cyberattacks. They identify gaps in an organization&#8217;s defenses and ensure appropriate steps are taken to mitigate those risks.</li>



<li><strong><a href="https://www.techtarget.com/searchsecurity/definition/principle-of-least-privilege-POLP">Limit user access</a>.</strong> Grant users permission to read, write or execute only the files or resources necessary to do their jobs. This principle is also known as the access control principle or the principle of minimal privilege.</li>
</ol>



<h3 class="wp-block-heading" id="h-technical">Technical</h3>



<ol class="wp-block-list">
<li><a href="https://www.f5.com/glossary/ssl-tls-encryption"><strong>Use SSL/TLS encryption</strong></a> to encrypt data transmitted between your website and your users&#8217; browsers. This prevents attackers from viewing or tampering with data exchanged between two nodes.</li>



<li><strong><a href="https://www.cloudflare.com/learning/ddos/glossary/web-application-firewall-waf/">Use a web application firewall (WAF)</a> </strong>to filter and monitor HTTP traffic between a web application and the Internet. A WAF protects against cross-site forgery, cross-site scripting (XSS), file inclusion, and SQL injection attacks.</li>



<li><strong><a href="https://rewind.com/blog/backup-website-essential-guide/">Back up your website</a>.</strong> Website data needs to be protected by backup software. Web managers need to be able to quickly restore your website in case something goes wrong.</li>



<li><strong><a href="https://adagetechnologies.com/how-keep-website-up-to-date/">Keep software up-to-date</a>.</strong> Software used on your website, including the content management system, modules, and plugins, should continually be updated with the latest security patches.</li>
</ol>



<h2 class="wp-block-heading" id="h-investing-in-cybersecurity-goes-a-long-way">Investing in cybersecurity goes a long way</h2>



<p class="wp-block-paragraph">Investing in time, training, and resources and developing new <a href="/publications/2022-data-empowerment-report">cybersecurity processes and procedures</a> can go a long way to protect nonprofit websites from most cyber-attack threats. Web managers are in a prime position to take a leading role in organizations to advocate for these measures to ensure their organization is protected and taking a proactive approach to cybersecurity.</p>



<p class="wp-block-paragraph">As a final note, cybersecurity is an ongoing process rather than something you do once, and it is done. Organizations should regularly review and update security measures to avoid new threats.</p>



<h2 class="wp-block-heading">Learn more</h2>



<p class="wp-block-paragraph"><a href="/publications/2023-website-security-for-nonprofits">Download the 2023 Website Security for Nonprofits guide</a> for help protecting your website from attacks.</p>


Champion policies and security to protect your systems and data.

Cybersecurity strategies for nonprofit websites


<p class="wp-block-paragraph">A tech-savvy team is essential for nonprofit organizations that want to thrive in the digital age. How do you go about developing the technology skills of your staff?</p>



<p class="wp-block-paragraph">In this post, I will briefly explain how to pinpoint which technology skills folks need, assess current skill levels, provide training that doesn’t stink, and nurture a technology-positive culture where tech skills are a priority.</p>



<h2 class="wp-block-heading" id="h-determining-what-technology-skills-your-organization-needs">Determining what technology skills your organization needs</h2>



<p class="wp-block-paragraph">Skill requirements are not one-size-fits-all. There are some basic technology skills that most staff likely need, such as the ability to operate productivity software (e.g., Outlook) and video conferencing platforms, use a spreadsheet, create slides, and use tools that are specific to your organization, such as a timekeeping system or an expense reporting system. A bus driver or cleaning staff might need only a few of these skills, whereas a development director might need all these and many more skills.&nbsp;</p>



<p class="wp-block-paragraph">When assessing the skills of technical staff, such as an IT director or a database administrator, you might be tempted to narrow your focus to only technical skills, which would be a mistake. Success in highly technical roles relies just as much on customer service and change management as on technical abilities.</p>



<p class="wp-block-paragraph">One approach to documenting skill requirements could be to create a matrix of skills and roles for your organization. You could also review each job description and add essential and helpful skills.</p>



<p class="wp-block-paragraph">Here are three tools I created or co-authored that can help you match skills to roles:</p>



<ul class="wp-block-list">
<li><a href="https://cdn.ymaws.com/www.tagtech.org/resource/resmgr/techoverhead/tag_tech_impact_skills_build.pdf">Nonprofit Data &amp; Tech Skill-Building Checklist</a> — a worksheet that provides an inventory of technology and data-related skills and a way to rate your skills or those of a team member or job candidate.</li>



<li><a href="https://offers.techimpact.org/reports/mofskillsmap">Digital Marketing, Outreach, &amp; Fundraising Tech Skills Map</a> —&nbsp;an interactive diagram of digital competencies for nonprofit roles (free but requires you to provide contact info).</li>



<li><a href="https://offers.techimpact.org/reports/digital-skillsets/">Digital Skillsets: An Imperative for Today’s Nonprofit Leaders</a> — a white paper describing what skills executives need and how those connect to organizational effectiveness (free but requires you to provide contact info).</li>
</ul>



<p class="wp-block-paragraph">Additional resources:</p>



<ul class="wp-block-list">
<li><a href="https://nethope.org/toolkits/digital-skills/">Digital Skills Framework</a> — a taxonomy of digital skills, plus further learning resources to help build skills in each area, aimed at global nonprofits.</li>



<li><a href="/blog/using-adult-learning-principles-in-technology-trainings">Using adult learning principles in technology trainings</a> — an NTEN Digital Inclusion Fellow shares a few key lessons about how to (and how not to) train adults.</li>
</ul>



<h2 class="wp-block-heading" id="h-assessing-the-technology-skills-of-individual-staff">Assessing the technology skills of individual staff</h2>



<p class="wp-block-paragraph">Once you have an idea of the skills required for each role in your organization, you will want to evaluate the current skills of each individual and identify needs for learning or supplementing with outside experts.</p>



<p class="wp-block-paragraph">Many skill assessments are available to purchase that test specific skills such as coding or proficiency on particular software. Ask your human resources department, HR advisor, or payroll company if any skill assessments are included with the HR software or services you subscribe to.</p>



<p class="wp-block-paragraph">If you don’t wish to pay for an assessment tool, see if you can borrow one. For example, the University of Kentucky publishes this <a href="https://www.cde.state.co.us/cdesped/accommodationsmanual_technologyskillschecklist">skills checklist</a> with a list of basic computer skills you could adapt to your context. Or take advantage of free tools.&nbsp;<a href="https://www.digitalliteracyassessment.org/">Northstar Digital Literacy</a> has some online assessments free to individuals.&nbsp;</p>



<p class="wp-block-paragraph">You will likely find more areas of improvement than you have the resources to accomplish, and you will have to prioritize some professional development investments over others. To determine what’s most important, consider the individual’s career goals, growth trajectory, and the organization&#8217;s needs. What skills are needed to achieve your organization’s strategic goals? Do gaps exist where no one has an essential skill? Would that skill be easy to outsource?</p>



<h2 class="wp-block-heading" id="h-tech-training-that-actually-works">Tech training that actually works</h2>



<p class="wp-block-paragraph">Let’s face it, a lot of technology training is ineffective. It’s boring, and it doesn’t really improve people’s skills. Maybe it imparts knowledge, but people can’t transfer that to a real-life environment.</p>



<p class="wp-block-paragraph">Whether you are training on how to operate technology, tactics for using technology to achieve a goal, or making strategic technology decisions, you can get better results by following these guidelines.&nbsp;</p>



<figure class="wp-block-image size-full is-resized is-style-default"><a href="https://content.nten.org/wp-content/uploads/2023/06/image.png"><img loading="lazy" decoding="async" src="https://content.nten.org/wp-content/uploads/2023/06/image.png" alt="Training that actually works.
Do: 1. Train in small increments. 2. Use a lab environment, simulation and reflection. 3. Consider different training styles. 4. Reinforce at intervals. 5. Recognize and provide accountability.
Don't: 1. Assume people understand. 2. Equate knowledge with behavior change. " class="wp-image-182536" width="720" height="405"/></a></figure>



<ol class="wp-block-list">
<li>Provide training in small doses, maybe five or ten minutes during a staff meeting or via a video people can watch during a coffee break.</li>



<li>Match the learning environment as closely as possible to the environment where people must apply the skill. If you teach people to operate software, have them follow along on their computer instead of just watching the trainer perform the task.</li>



<li>Provide opportunities for people to learn by watching, reading, practicing, and reflecting. Adapt to various learning styles, physical and neurological variety, and language proficiency.</li>



<li>Reinforce learning after one day, week, and month to make it stick.</li>



<li>Recognize people for trying, improving, and learning from mistakes. Provide accountability that works for your organization&#8217;s culture, perhaps by providing a treat when 90% of staff complete training or including technology skills on performance appraisals.</li>



<li>Devise ways of testing whether people understand and can demonstrate the technology skill they are trying to learn during and beyond training.</li>



<li>Examine incentives and barriers to adopting new technologies and new technology skills–because training alone will not overcome resistance to change or the comfort of familiar behavior patterns.</li>
</ol>



<p class="wp-block-paragraph">In addition to the training you provide in-house, encourage folks to take advantage of software vendor-provided training and learning platforms such as <a href="https://www.linkedin.com/learning/">LinkedIn Learning</a> or <a href="https://www.pluralsight.com/">Pluralsight</a>.&nbsp;</p>



<h2 class="wp-block-heading" id="h-make-technology-skills-an-organizational-priority">Make technology skills an organizational priority</h2>



<p class="wp-block-paragraph">You might be thinking, this sounds like a lot of work! Everyone is already so busy. How will we hold space for developing technology skills?</p>



<p class="wp-block-paragraph">It helps to have an executive sponsor who sees the value of investing in staff technology skills and is willing to speak up for it. Including technology skills in job descriptions and performance appraisals–including evaluating managers on the tech skills of their direct reports–signals that it’s something to take seriously. Budget time and money for professional development, including informal learning, and dips in productivity as people acquire new habits and skills. And when all else fails, bribe people with food. You can’t really go wrong serving pizza at a technology lunch-and-learn (as long as there’s a gluten-free, vegan option!).</p>



<h2 class="wp-block-heading" id="h-a-few-closing-thoughts">A few closing thoughts</h2>



<p class="wp-block-paragraph">This material was originally nested in a break-out session for the 2023 Nonprofit Technology Conference called “Digital Transformation Toolkit.” The session also covered the technology planning process and gaining support for technology initiatives. It’s important to consider staff technology skills in the context of digital transformation because building those skills amplifies all of your other efforts toward digital resilience and innovation.</p>



<p class="wp-block-paragraph">It also fosters equity when we equip all staff to thrive in their current roles and<em> </em>prepare them with the technology skills they need to advance in their careers. It could provide the spark that ignites a technology career or launches a future leader in our sector.</p>



<p class="wp-block-paragraph">To summarize a few key points about developing staff technology skills:</p>



<ul class="wp-block-list">
<li>To improve staff technology skills, start by determining the skills your organization needs and assessing current staff skills.</li>



<li>Design training carefully, verify it’s working, and make it a norm in your organization.</li>
</ul>



<p class="wp-block-paragraph">If you are successful, you will be making a valuable investment in your organization&#8217;s and your colleagues&#8217; success.&nbsp;</p>


Identify the skills your org needs and assess the skills your staff has.

Developing staff technology skills in your nonprofit


<p class="wp-block-paragraph">Our <a href="/learn/digital-inclusion-fellowship">Digital Inclusion Fellowship</a> has supported 95 community leaders in launching and expanding digital literacy and technology access programs in local communities, building power with regional coalitions, and supporting direct training for nearly 50,000 people. Fellows have been in major metropolitan areas, suburbs, and rural locations. Yet, regardless of the location, we’ve consistently seen first-hand the necessity of connecting and collaborating with <meta charset="utf-8">multifamily residential housing (MDUs) and Community Anchor Institutions (CAIs) because of their unique needs and dynamics when it comes to fully understanding and addressing digital access equitably. </p>



<p class="wp-block-paragraph"><strong>NTEN and over 100 other diverse organizations call on the Federal Communications Commission (FCC) to take urgent action to ensure unserved households in MDUs and CAIs are correctly designated in the recently released FCC National Broadband Map.</strong></p>



<p class="wp-block-paragraph">“The FCC National Broadband Map is critical to allocating over $65 billion in broadband funding to states established in the Infrastructure Investment and Jobs Act (IIJA) and closing the broadband affordability gap,” said Evan Marwell, Founder and CEO of EducationSuperHighway. “Unfortunately, more work is needed to ensure we account for 20-25% of the digital divide that resides in multifamily housing. Currently, the maps consider a multifamily building to be a single location, which fails to accurately identify whether every individual unit is being served.”</p>



<p class="wp-block-paragraph">The group outlines that the households impacted by these data inaccuracies are among the most digitally disconnected in America, located in high-poverty areas where connectivity has historically been neglected. They also raise concerns that the proposed map will not correctly identify the broadband available to CAIs that under-resourced households rely on for essential services and support. The Broadband Serviceable Location (BSL) Fabric (Fabric), which is intended to identify the individual locations that broadband providers serve, generally treats CAIs as not “broadband serviceable locations.” In their letter to the FCC, the group requests that thousands of libraries, health clinics, houses of worship, and other CAIs that purchase mass market services, be included in both the Fabric and the final version of the map.</p>



<p class="wp-block-paragraph">Learn more:</p>



<ul class="wp-block-list"><li><a href="https://www.educationsuperhighway.org/wp-content/uploads/FINAL-ESH_SHLB-FCC-National-Broadband-Map-Concerns-MDUs_CAIs.pdf">Read the letter sent to the FCC</a></li><li><a href="https://www.educationsuperhighway.org/announcements/national-broadband-map/">Read the full announcement</a> from our partners at Education Superhighway</li></ul>


Illustrated buildings with WiFi symbols sit on a blue background. The text reads, "Tell the FCC: Fix the National Broadband Map."

NTEN calls on FCC to address inaccuracies in National Broadband Map


<p class="wp-block-paragraph">When the pandemic hit in 2020, many nonprofits had no choice but to engage with program participants digitally. While many organizations were already using digital channels for outreach, COVID-19 was the catalyst for a massive leap forward in engagement strategies. And leap they did; nonprofits met the moment with focus, building innovative solutions and tapping into external resources to develop new ways of reaching their audiences.</p>



<p class="wp-block-paragraph">In May 2022,<a href="http://twilio.org"> Twilio.org</a> published the <a href="https://twilio.org/sonder-2022/">State of Nonprofit Digital Engagement Report</a> (SONDER) detailing how nonprofits use digital communications in program delivery.&nbsp;</p>



<p class="wp-block-paragraph">The report showed that nonprofit organizations have stepped up as digital leaders, completely changing how they deliver programs to reach more people more quickly and in more dignified ways. In fact, roughly 65% of engagement nonprofits have with their program participants today is digital, compared to 55% from B2C companies.</p>



<p class="wp-block-paragraph">Nonprofits are demonstrating that digital engagement is not just an extra tool but an essential way to scale program impact. These organizations are setting the bar for using digital tools to reach more people than ever and providing them with the information and services they need fast.</p>



<p class="wp-block-paragraph">But while the pandemic pushed the social sector farther into the digital era, subsequent crises — from global conflicts to a shaky economy to climate change — require organizations to keep innovating to serve more people with greater efficiency and more personalized ways.&nbsp;</p>



<h2 class="wp-block-heading" id="h-a-75-year-old-organization-becomes-a-digital-leader"><strong>A 75-year-old organization becomes a digital leader</strong></h2>



<p class="wp-block-paragraph">In the humanitarian subsector, digital programming is helping organizations like the <a href="https://www.nrc.no/">Norwegian Refugee Council (NRC)</a> assist people in record numbers. Established in the wake of World War II, NRC has been protecting and supporting displaced people for more than 75 years. In 2021, they helped 10 million people in 35 different countries.</p>



<p class="wp-block-paragraph">In the summer of 2022, Diana Smith, Senior Director of Marketing at Twilio.org, spoke with Christopher Hoffman, Global Project Manager-Digital Community Hubs at NRC, to find out how this independent organization is evolving to meet changing needs.</p>



<p class="wp-block-paragraph">Hoffman revealed that since 2020, NRC has been able to evolve how they engage with and deliver aid to people in need, using digital systems and personalized communication to reach more people than ever before.</p>



<p class="wp-block-paragraph">Hoffman says it’s not that the old ways of interacting with people in person are wrong. It’s just that digital tools allow organizations to scale faster, which allows them to have more impact. His insights that changes at NRC are valuable in demonstrating how technology — and an organizational culture shift — can enable nonprofits to accomplish even more.&nbsp;</p>



<h2 class="wp-block-heading"><strong>A dramatic change in program delivery</strong></h2>



<p class="wp-block-paragraph">89% of nonprofits that participated in the Twilio.org SONDER said digital communications are critical to achieving their mission — and this was certainly true for NRC. When COVID-19 made face-to-face interactions impossible, NRC pivoted to digital engagement in order to reach its audience, which numbered in the tens of millions.&nbsp;</p>



<p class="wp-block-paragraph">For an organization with a 75-year legacy, it’s reasonable to think a program revamp would be a complex and difficult process.</p>



<p class="wp-block-paragraph">According to Hoffman, not only was it surprisingly easy to incorporate digital engagement into their programs — the increase in impact was immediate. “Two years ago, we would be driving a land cruiser with five people in the car and go to a village and ask questions about what their needs are. Now, from the office, we can design opportunities to engage with people over their mobile phones and reach 10,000 people within seconds, versus being able to reach ten over a five-hour journey in a car.”&nbsp;</p>



<p class="wp-block-paragraph">When it comes to humanitarian aid, the ability to scale so effectively is literally saving lives around the world. Other nonprofit sectors — from education to healthcare to human rights — are following suit by using digital engagement to achieve their goals.</p>



<h2 class="wp-block-heading"><strong>Personalization equals dignity</strong></h2>



<p class="wp-block-paragraph">A dignified response requires that an organization understand the person on the other end and communicate with them as an individual — offering a level of personalization that goes beyond mass communication approaches. The more organizations can listen and learn from program participants, the more they can deliver relevant, effective support.&nbsp;</p>



<p class="wp-block-paragraph">The importance of personalization was also echoed in the SONDER findings. Even though nonprofits are outpacing the private sector in digital engagement, there are plenty of opportunities to increase engagement and provide more relevant assistance. In fact, program participants rated personalization as the #1 area they want nonprofits to prioritize. Not only that, 75% of nonprofits say their program participants would like more digital communications options.</p>



<p class="wp-block-paragraph">With roughly 90% of people on earth having access to mobile devices, there is huge potential for nonprofits to expand and personalize their communications to deliver specific and relevant support at scale. As more organizations switch to digital communications, the number of people who can receive the assistance they need will increase exponentially.&nbsp;</p>



<p class="wp-block-paragraph">For NRC, this means designing population-specific programs that get people the items or services they actually need. A family fleeing their home does not need a 90lb bag of grain, nor does a small village need 25 jackets that are all the same size. Using digital tools to learn how to best aid people–not just at the initial point of crisis but throughout the entire period of strife–is proving to be a much smarter way to help and build trust with your participants.</p>



<p class="wp-block-paragraph">According to Hoffman, “People in need deserve a dignified response. Allowing people to make their own decisions with the aid they require is key to addressing their needs and also key to assisting them on the path to recovery. As an example, we do this by integrating cash programming in our system. Would you rather be given a winter jacket, or would you rather have the ability to buy the jacket you need in the right size?”&nbsp;</p>



<p class="wp-block-paragraph">NRC gives people the opportunity to access multi-purpose cash and services over their mobile phones so they can make their own decisions on what they need. In response to the Ukraine crisis, NRC launched a cash assistance program and registered more than 120,000 applications in 10 days.&nbsp;</p>



<p class="wp-block-paragraph">As Hoffman shared, a “one-size-fits-all” approach to aid is inefficient and ineffective since the needs of one family fleeing a crisis can be very different from another. Giving people the ability to personalize their experience provides help in a more dignified way.</p>



<h2 class="wp-block-heading"><strong>Partnership offers a faster path to impact</strong></h2>



<p class="wp-block-paragraph">While significant program change can be daunting, Hoffman thinks nonprofit leaders should be fearless when transitioning to digital engagement. NRC didn’t have an in-house development team for the project, so they worked with Twilio to identify a partner who could support development and ultimately teamed up with UK-based <a href="https://zing.dev/">Zing</a>.&nbsp;</p>



<p class="wp-block-paragraph">For nonprofits with limited tech staff, leveraging development partners and low-code/no-code solutions are a cost-effective way to scale operations and start using personalization and other tools. It can be a faster path to getting started than building an in-house team and can allow organizations to go from idea to impact in a matter of weeks or months.</p>



<p class="wp-block-paragraph">NRC worked with Zing to design population-specific programs and iterate on them as each crisis evolved. This approach allows them to stay informed as the needs of program participants change.&nbsp;</p>



<p class="wp-block-paragraph">Funders play an important role in the development of digital programming. Nonprofits often need support from donors and institutional funders to fund technical support. The findings from SONDER show that flexible donations and technical development grants rooted in trust-based philanthropy principles will be essential for nonprofits as they work on building digital programming.</p>



<p class="wp-block-paragraph">Hoffman offered these final words of advice for nonprofit organizations on the journey to deepening digital engagement to scale their programs:</p>



<p class="wp-block-paragraph">“More people are displaced today than at any time in history. It sounds daunting if we were trying to [address it] in the old way. Now we’ve got a new way to address the needs of many more people really succinctly. Just remember, you can do it. It’s not that hard, and you can change the way that you do programming to assist more people more effectively.”</p>



<h2 class="wp-block-heading"><strong>Toward a future of listening and helping at scale</strong></h2>



<p class="wp-block-paragraph">It’s clear that there is still far more innovation possible in digital engagement and personalization — and nonprofits have the opportunity to continue leading and showing the way. By incorporating personalization, organizations can better support constituents and meet their specific needs faster and more effectively.</p>



<p class="wp-block-paragraph"><strong>Want to learn more about nonprofit digital engagement? </strong>Find insights on personalization and other key trends in the<strong> </strong><a href="https://twilio.org/sonder-2022/">State of Nonprofit Digital Engagement Report</a>.</p>


Overhead view of an illustrated laptop. The text next to it reads, "Guest post: Stronger programs through digital engagement and personalization."

How digital engagement is changing nonprofit program delivery


<h2 class="wp-block-heading" id="h-the-click-that-cost-a-quarter-million">The Click That <em>Cost</em> A Quarter Million</h2>



<p class="wp-block-paragraph">Chris works in the accounting department at a nonprofit organization called ImpAcme. Chris has made it a monthly ritual to grab a pencil and print out a donations report to reconcile donation payments across all the bank accounts. This process takes about half a day, and Chris does the job because nobody else has the patience to sort through all those transaction pages. The sad truth is that at one point, the reconciliation report had a handy filter that allowed this process to take only one hour sans pencil.</p>



<p class="wp-block-paragraph">However, 28 months ago, that filter was accidentally removed during training — with a single click — without anyone noticing. ImpAcme has a great data team that could add the filter back in less than 60 seconds if they knew about it. Ironically, they are busy researching a systems migration because their current system “can’t do reconciling.” Fourteen months into the systems migration process, Chris’ team member Andrea will stumble upon the filter function in their current system. It will only take her a few minutes to realize she was the one that deleted that filter all those years ago.&nbsp;</p>



<p class="wp-block-paragraph">Now that’s how a single “click” — the accidental deletion of the filter — cost ImpAcme a quarter of a million dollars. The staff’s frustration with the system set the groundwork for migrating to a new software platform. Unfortunately, all the disruption will cause Chris to resign 12 months into the project, and Andrea will leave two months later to join a consulting firm. With multiple phases of work, including vendor selection, licensing, consulting, data migration, staff training, and replacement costs, the migration cost will exceed a quarter of a million dollars.&nbsp;</p>



<p class="wp-block-paragraph">Welcome to technology in the nonprofit sector.</p>



<h2 class="wp-block-heading" id="h-the-click-that-saved-a-quarter-million">The Click That <em>Saved</em> A Quarter Million</h2>



<p class="wp-block-paragraph">Just like a single click cost a quarter million dollars, another small click could <em>save</em> a quarter million. Let’s take a closer look at Chris’ story. Every month Chris in accounting grabbed a pencil and printed out a donations report before reconciling all the accounts. While Chris continued with her pencil and paper habits, Andrea from the data team presented a new button in their system during a staff meeting that lets users get help from the data team. The great thing about this button is that it was designed by the data team to take less than 30 seconds to complete, and Andrea even joked that “complaining is a sign of hope.”</p>



<p class="wp-block-paragraph">Once again, the monthly reconciliation ritual arrived, and after 28 months of repeating this monthly behavior, Chris made a bold move and filled out the new “help me” form. It took Chris less than 30 seconds to inform the data team that the reconciliation report process was hard. With feedback delivered, Chris grabbed her pencil, printed the report, and started reconciling; by the time she was done and ready to go home, she completely forgot about her 30-second detour.</p>



<p class="wp-block-paragraph">Waiting in Chris’ inbox the following day was an email from Andrea asking if they could sit down for a few minutes and go over the “help me” form she filled out. Before lunchtime, Andrea was able to add the handy filter to the report and showed Chris the report that had all the right stuff; she nearly wept. A few minutes later, an email thanked Chris for submitting ticket 000861, and nobody ever said the system “couldn’t do reconciling” again. It took Chris 30 seconds to complain, and that action blossomed into trust for her data team and an internal champion spreading the word about how well the form worked.&nbsp;</p>



<p class="wp-block-paragraph">Andrea and the rest of the data team received and resolved 84 other tickets over the next few months. Instead of moving away from the platform for not doing what’s expected, leadership acknowledged the form&#8217;s success and sent Andrea to a technology conference where she gave a talk called “The Biggest Mistake I Ever Clicked.”&nbsp;</p>



<p class="wp-block-paragraph">Chris and Andrea are leaders in their departments and have no plans to leave an organization whose impact aligns with their values and has a positive workforce culture.&nbsp;</p>



<h2 class="wp-block-heading" id="h-a-tale-of-two-outcomes">A Tale of Two Outcomes</h2>



<p class="wp-block-paragraph">These two realities are separated only by a few choices. They both started with the same platform, the same products, the same tools, the same licenses, and the same staff. The difference was the model and mindset the data team used to engage digital maturity and the methodology that helped them achieve it. A methodology developed by The Human Stack℠ over the past few years focuses on the human dimension of technology, especially for nonprofits. How does it help? These two outcomes each focus on different angles; one focuses on the technology (the tech stack), and the other focuses on humans (the human stack).</p>



<h3 class="wp-block-heading" id="h-outcome-1-prioritizes-the-tech-stack">Outcome 1 Prioritizes The Tech Stack</h3>



<p class="wp-block-paragraph">ImpAcme will spend the next several years migrating to a new CRM only to find that their digital behaviors and questionable data migrated too. Ultimately some of the details changed, but the same issues were largely in place—all at a cost exceeding a quarter million dollars.</p>



<h3 class="wp-block-heading" id="h-outcome-2-prioritizes-the-human-stack">Outcome 2 Prioritizes The Human Stack</h3>



<p class="wp-block-paragraph">The data team at ImpAcme focused on fixing more issues every month and making the data more accurate. The fundraising team felt their fundraising data could be enhanced by investing in a <a href="https://fundraisingkit.com/">fundraising AI system</a> and grew their fundraising by nearly a quarter million dollars.</p>



<p class="wp-block-paragraph">Here is a detailed breakdown of the financial, technical, and staff outcomes:</p>



<figure class="wp-block-table alignwide blog-table"><table><thead><tr><th scope="col">Financial Outcomes</th><th scope="col">Technology Outcomes</th><th scope="col">Staff Outcomes</th></tr></thead><tbody><tr><td>Data Team Prioritizes Tech Stack: Expense Increase $250,000</td><td>Focus: New CRM&nbsp;Outcome: Doesn’t solve core problems and creates new ones.<br>The migration results in the same problems at a high expense. Data quality issues are migrated and unresolved resulting in low data confidence.&nbsp;</td><td>Migration to the new CRM significantly increases the workload to gather requirements and perform UAT to complete the project. Staff aren’t trained effectively and resort to spreadsheets resulting in data quality issues.<br>Staff leaves and is replaced, morale drops, and quiet quitting becomes the norm.</td></tr><tr><td>Data Team Prioritizes Human Stack: Revenue Increase $250,000</td><td>Focus: Existing CRMOutcome: Solve ~20 tickets monthly in the existing system, increasing productivity. Monthly data quality goals are created and met, resulting in high data confidence.&nbsp;</td><td>Staff participates in system changes. As tech becomes predictable, teams become less resistant. Trust in data translates to information user&#8217;s trust.&nbsp;<br>The staff slowly becomes engaged, resulting in less resistance and more resilience.</td></tr><tr><td>Net Difference: &nbsp; &nbsp; $500,000Outcome 1 Loses $250,000Outcome 2 Gains $250,000&nbsp;<br></td><td>Averaging 20 improvements/month in the existing system.&nbsp;<br>85% success rate, meeting 108 data quality goals.&nbsp;<br>Results in efficient systems and high-quality data.</td><td>A sustainable rhythm of strategic and tactical meetings.&nbsp;Low digital resistance.&nbsp;Increased confidence in data.&nbsp;Organizational recognition of accomplishments of the data team.&nbsp;</td></tr></tbody></table></figure>



<h2 class="wp-block-heading">Oh, and BTW, This Isn’t Just Hypothetical&nbsp;</h2>



<p class="wp-block-paragraph">While ImpAcme is hypothetical, this model and methodology aren’t. For nearly three years, <a href="https://dbgdetroit.org/">Downtown Boxing Gym</a> (DBG), a nonprofit in Detroit that prepares kids for life, has been utilizing this model and methodology and is a notable example of an organization that has moved from digital resistance to digital resilience over that time.&nbsp;</p>



<p class="wp-block-paragraph">Khali Sweeney (CEO) and <a href="https://www.linkedin.com/in/jessica-hauser-72b57159/">Jessica Hauser</a> (Executive Director) had a vision for Digital Transformation to move DBG into the digital age. When they started this process in 2019, they knew that the long-term success of their impact would rest in their ability to use technology effectively. Securing their tech stack tools, they were on their way to having a successful system, but they ran into human-centered issues and knew they needed to invest. Over the past 36 months, under Jessica’s leadership, they have seen <a href="https://www.linkedin.com/pulse/connection-drives-success-salesforce-org-partners/?trk=pulse-article_more-articles_related-content-card">incredible transformation </a>in their organization&#8217;s digital maturity on the human stack.</p>



<p class="wp-block-paragraph">Recently, the Database Administrators, <a href="https://www.linkedin.com/in/meredith-potter-68a4a17/">Meredith Potter</a> and <a href="https://www.linkedin.com/in/skylar-burkhardt-22868912a/">Skylar Burkhardt</a>, were invited to share their processes, learnings, and outcomes at The Human Stack℠ cohort. They presented how they solicit issues from staff, review them as a team, address the ones they can work on, and move the rest to a Guidance Team (tactical team) or Center of Excellence (strategic team). When the process started, Meredith needed their consulting partner to handle most of the internal system tickets, but today she and Skylar resolve all but a few. Working as a team, they onboard and train staff, track their technology roadmap, monitor user adoption KPIs, set and meet data quality improvement goals monthly, manage complex DevOps processes using sandbox environments, and distribute monthly release notes to the staff.</p>



<p class="wp-block-paragraph">To encourage staff to submit tickets, they choose a staff person each month and recognize them for having the “best ticket of the month” and writing up what the issue was and how it was solved.</p>



<figure class="wp-block-image size-full is-resized"><a href="https://content.nten.org/wp-content/uploads/2022/10/donut-graph-screenshare.png"><img loading="lazy" decoding="async" src="https://content.nten.org/wp-content/uploads/2022/10/donut-graph-screenshare.png" alt="Screenshare of a donut graph of DBG cases grouped by staff name." class="wp-image-179517" width="702" height="341"/></a></figure>



<p class="wp-block-paragraph">They are technology experts with no previous formal training in technology, and they deliver these results as a fraction of their overall job description. They have right-sized workloads resolving what they can each week, knowing they will return to it the following week; their approach uses time as an ally that works with them, not against them. Their success in managing their system comes across their confidence to navigate tomorrow&#8217;s technology because of their digital resilience.&nbsp;</p>



<h2 class="wp-block-heading">Part Computer, Part Human, Different Stacks&nbsp;</h2>



<p class="wp-block-paragraph"><strong>Information systems</strong> are part technology and part human. The technology part is architected, engineered, and diagramed from base code to UX on the tech stack. Because it has its own stack, the tech’s quality and efficiency can be measured. Burndown rates are effectively the progress of building the tech stack over time and budget. In sharp contrast, the human part of information systems is often unrecognized and underappreciated. “There’s no solving for humans,” PICNIC (Problem In Chair Not In Computer), and other sayings are indicators that humans aren’t keeping up.&nbsp;</p>



<p class="wp-block-paragraph">Digital Transformation has tended to focus on the tech stack. Even change management and digital strategy projects have primarily focused on the change management and strategy <strong><em>of the tech stack.&nbsp;</em></strong></p>



<p class="wp-block-paragraph">Therefore, Digital Transformation can best be understood as initiatives or projects that organizations tackle (circled in blue). The ones that focus on upgrading the tech stack have a “T” in them, and the ones that move an organization toward digital maturity on the human stack have an “H” in them. This model allows humans and technology to grow along their axis. Separating these stacks creates unique characteristics of being agnostic and having their own base codes.&nbsp;</p>



<figure class="wp-block-image size-full is-resized"><a href="https://content.nten.org/wp-content/uploads/2022/10/digital-transformation-line-graph.jpg"><img loading="lazy" decoding="async" src="https://content.nten.org/wp-content/uploads/2022/10/digital-transformation-line-graph.jpg" alt="Digital Transformation line graph showing digital maturity on the x-axis and digital upgrading on the y-axis. Data shows an upward trend." class="wp-image-179516" width="702" height="396"/></a></figure>



<h3 class="wp-block-heading">Independently Agnostic</h3>



<p class="wp-block-paragraph">The human stack is platform agnostic because the tech stack is human agnostic, meaning the technology doesn’t care which humans create data (as long as they are authenticated). The tech stack doesn’t care because tech stacks are incapable of emotion. On the other hand, the human stack is full of emotion about the tech stack.</p>



<h3 class="wp-block-heading">Base Code</h3>



<p class="wp-block-paragraph">Every bit of information on the digital tech stack boils down to the base code of zeros or ones because the tech stack is a highly intricate calculator of True/False statements. On the other hand, humans are herd animals with a base code of belonging and calculate complex “in” or “out” calculations. Of course, humans care about accuracy and true/false, but belonging is a driving need unique to the human stack.</p>



<h2 class="wp-block-heading">Organizational Digital Maturity Requires A Human-First Mindset</h2>



<p class="wp-block-paragraph">The human stack is where the humans of an organization move from resistance to resilience. What helps humans reach digital maturity is their sense of connectedness: Connection to others on their team, connection to the mission, connection to the impact the organization makes, and connection to their paycheck (don’t underestimate that one).&nbsp;</p>



<p class="wp-block-paragraph">Humans move from resistance to resilience as a team on the human stack. We move from a place of instinctive fear and insecurity to being able to absorb the changes and grow. This development is at the team level, not just at the individual. And presentation-style end-user training may be an excellent way to distribute information. Still, it’s not a great form of transformation because human behavior changes with practice and repetition, not with information.&nbsp;</p>



<figure class="wp-block-image size-full is-resized"><a href="https://content.nten.org/wp-content/uploads/2022/10/digital-maturity-line-from-low-to-high.jpg"><img loading="lazy" decoding="async" src="https://content.nten.org/wp-content/uploads/2022/10/digital-maturity-line-from-low-to-high.jpg" alt="Digital Maturity line from Low to High on the Human Stack scale. The low end is Resistant and the high end is Resilient." class="wp-image-179515" width="702" height="395"/></a></figure>



<p class="wp-block-paragraph">The chain of events leading to small effective organizational changes requires a high level of intention, precision, and investment. One of the biggest secrets of digital maturity is knowing that a high volume of lowercase problems (problems that can be addressed quickly without a significant level of involvement) kill information systems, but solving a steady stream of them cures information systems. Solving lowercase problems is the key to digital maturity (and transformation).&nbsp;</p>



<ul class="wp-block-list"><li>Chris must believe that identifying and notifying someone about a problem will likely create change.</li><li>Issue notifications can’t drop into a void; it needs to go to a list that another team looks at regularly.</li><li>The staff who can fix the problem need to connect to the staff who have it.&nbsp;</li><li>Leadership must prioritize the budget and time to hire (or develop) internal skills to triage problems.&nbsp;</li><li>A triage process and workflow is required to handle the problems in-house or hand them off.&nbsp;</li><li>Access to experts to outsource more significant, uppercase problems (problems that take planning, strategy, and time to address).&nbsp;</li></ul>



<p class="wp-block-paragraph">This chain isn’t accidental and requires growing and maintaining a methodology.&nbsp;</p>



<h2 class="wp-block-heading">More About The Human Stack℠&nbsp;</h2>



<p class="wp-block-paragraph">If you’ve been frustrated by all the hype around &#8220;digital transformation&#8221; in the past, it might be because it only focused on the tech stack. Sure, maybe you got a change management training thrown in there too. But that was change management <em>of the tech stack </em>and strategy<strong><em> </em></strong><em>of the tech stack</em>. But that’s not where most of the challenges reside.&nbsp;</p>



<p class="wp-block-paragraph">Humans are the challenge and unrepresented on the tech stack; that’s where we come in.</p>



<p class="wp-block-paragraph">To learn more about The Human Stack℠ and how our community is reshaping the way we think about tech, visit our <a href="https://thehumanstack.com/ethos">Ethos page</a>, where we break down our big 5 M’s in great detail to help you reach true digital transformation.</p>


Guest post: Why take a human-first approach to digital transformation?

Nonprofits don’t need to spend a quarter million in tech to succeed


<p class="wp-block-paragraph">Do you use Slack, Gmail, Microsoft Teams, Zoom, or other tools like this in your organization?&nbsp; If the answer is yes, you’re using Software-as-a-Service or SaaS. SaaS tools can be an incredible way to boost the productivity of your workforce while removing many administrative and maintenance headaches associated with self-hosting software.&nbsp;But just because they’re easy to use doesn’t mean they are free of security and privacy risks.</p>



<p class="wp-block-paragraph">One of the most common questions we receive from our partners is, “We’re looking to invest in a new SaaS tool to support our work. Can you help us evaluate the security of the new tools we’re looking into?” In this scenario, the partners usually have a short list of SaaS tools they are evaluating from a business operations perspective — ensuring that the tools are a good fit in terms of capabilities, integrations, and price. But what most of our partners lack is the methodology and background to fully consider security and privacy as evaluation factors.&nbsp;</p>



<p class="wp-block-paragraph">You ultimately want to be sure you can trust that the company providing the SaaS tool will keep up their end of the bargain to protect your organization’s staff, data, vendors, and customers. Therefore, we wanted to share our security and privacy evaluation criteria with the community to help you support decision-making around using SaaS tools at your organization.&nbsp;</p>



<h2 class="wp-block-heading" id="h-step-1-what-certifications-does-the-service-have">Step 1: What Certifications Does The Service Have?</h2>



<p class="wp-block-paragraph">Cyber security certifications are a good first set of criteria to help you compare SaaS applications. These certifications assure that an organization is meeting foundational requirements that are a part of that certification. SaaS vendors typically have a page on their website dedicated to their certifications (<a href="https://slack.com/trust/compliance">here’s an example of Slack’s certification page</a>), so do a little searching for the vendor’s certification pages on your evaluation list. If you can’t find proof of a vendor&#8217;s certification, consider asking the vendor if they can provide you with a copy of the certification attestation. Some companies opt to limit access to these certification attestations, so always ask if you don’t see anything online.</p>



<p class="wp-block-paragraph">Please also remember that certifications often paint the security practices of a SaaS vendor in broad strokes, so a certification alone does not mean that your data is necessarily secure. Therefore, using other criteria we’ve described in this how-to is vital to evaluate your options further.</p>



<p class="wp-block-paragraph">Here’s a short list of certifications that you should be looking for (many vendors will have these two certifications and more):</p>



<h3 class="wp-block-heading" id="h-soc-2">SOC 2&nbsp;</h3>



<p class="wp-block-paragraph">This certification ensures that the company undergoing the certification audit process securely handles its customer’s data. It has five main categories for evaluation: privacy, security, availability, processing integrity, and confidentiality. A SOC 2 report comes in two main flavors:</p>



<ul class="wp-block-list"><li>SOC 2, Type I: Focuses on the <strong>design</strong> of the company’s systems compared to the requirements of the certification</li><li>SOC 2, Type II: Focuses on <strong>how effective</strong> the company’s systems are in meeting the requirements of the certification</li></ul>



<p class="wp-block-paragraph">Ideally, the SaaS vendors you are evaluating have a SOC 2, Type II report, requiring the vendor to prove they are walking the walk (instead of just talking the talk).</p>



<h3 class="wp-block-heading" id="h-iso-iec-27001">ISO/IEC 27001</h3>



<p class="wp-block-paragraph">The next certification we’ll cover is ISO/IEC 27001, designed to provide requirements for an information security management system. Becoming certified requires a SaaS vendor to provide key documentation on their security policies, procedures, and controls and prove that these elements are configured to protect the organization from threats properly.&nbsp;</p>



<h2 class="wp-block-heading" id="h-step-2-what-publicly-facing-security-privacy-documentation-does-the-service-have">Step 2: What Publicly-Facing Security &amp; Privacy Documentation Does The Service Have?</h2>



<p class="wp-block-paragraph">Continuing with our Slack example, use your Google skills to locate the <a href="https://slack.com/trust/security">security</a> and <a href="https://slack.com/trust/privacy-at-slack">privacy</a> pages for each SaaS vendor. Then, carefully read these pages for each vendor and see how their security and privacy practices compare. Here are some evaluation criteria to help sort through the information:</p>



<ul class="wp-block-list"><li>How transparent is the vendor when describing their security and privacy practices?&nbsp;</li><li>Is the language easy to understand, or is there a bunch of legal jargon that could be obfuscating?</li><li>How do they describe how they store and process their customer’s data?</li><li>What security measures do they have in place?</li></ul>



<h2 class="wp-block-heading" id="h-step-3-what-is-the-service-s-security-privacy-reputation">Step 3: What Is The Service’s Security &amp; Privacy Reputation?</h2>



<p class="wp-block-paragraph">You probably wouldn&#8217;t want to do business with a vendor known for defrauding its customers. But do we also assume that most people wouldn’t want to do business with a vendor with a reputation for being lax about security and privacy?</p>



<p class="wp-block-paragraph">It’s not always so simple, however. Data breaches, unfortunately, happen to even the most secure of companies. Many major SaaS vendors have found themselves in the news over being hacked or a simple mistake leading to devastating security consequences. The critical thing is deciphering the impact and evaluating the company’s follow-on actions and attitude about the breach.&nbsp;</p>



<p class="wp-block-paragraph">Take Uber, for instance &#8211; they got themselves in hot water after being hacked in 2016 due to not disclosing the attack to regulators. In September 2022, the former security chief of Uber during that hack <a href="https://www.nytimes.com/2022/09/07/technology/uber-security-chief-trial.html">is on trial</a> for not disclosing it, while Uber currently experiences <a href="https://www.nytimes.com/2022/09/15/technology/uber-hacking-breach.html">another significant data breach</a> conducted by an alleged teenage hacker.&nbsp;</p>



<p class="wp-block-paragraph">For example, a quick search for “Slack security breach” or “Slack hack” should give you a good idea of what public security incidents a vendor has experienced in recent years. For vendors that <em>have</em> experienced breaches, search for vendor resources about the breach to evaluate how they handled the attack. Being forthcoming, transparent, and candid about the hack and the remedial actions they take is a good sign.&nbsp; Being evasive, downplaying, or hiding information is not.&nbsp; Additionally, reference sources like <a href="https://arstechnica.com/">Ars Technica</a>, <a href="https://thehackernews.com/">The Hacker News</a>, and <a href="https://www.theregister.com/">The Register</a> for more details on the vendor’s data breaches and what the vendor did to respond to the attack.</p>



<h2 class="wp-block-heading" id="h-step-4-what-customer-focused-security-features-are-available">Step 4: What Customer-Focused Security Features Are Available?</h2>



<p class="wp-block-paragraph">So far, we’ve covered three vendor-initiated topics, but let’s turn our attention to what security features SaaS vendors offer their users. First, check the vendor’s documentation to see if there are user-focused security features and settings you can take advantage of to secure your organization’s information more thoroughly. Here’s a list of documentation from four top SaaS vendors that describe what security features they offer and how to implement them:</p>



<ul class="wp-block-list"><li>Slack: “<a href="https://slack.com/help/articles/115004155306-Security-tips-to-protect-your-workspace">Security Tips To Protect Your Workspace</a>”&nbsp;</li><li>Google Workspace: “<a href="https://support.google.com/a/answer/9211704?fl=1">Security Checklist for Small Business (1-100 Users)</a>”&nbsp;</li><li>Microsoft M365: “<a href="https://docs.microsoft.com/en-us/microsoft-365/admin/security-and-compliance/secure-your-business-data?view=o365-worldwide">Top 10 Ways To Secure Your Data &#8211; Best Practices for Small and Medium-Sized businesses</a>”</li><li>Salesforce: “<a href="https://help.salesforce.com/s/articleView?id=sf.security_health_check.htm&amp;type=5">Security Health Check</a>”</li></ul>



<p class="wp-block-paragraph">Compare and contrast these types of pages for the SaaS tools you are evaluating to see which offers more (or more standard) security features. Of particular note, confirm that the vendors provide the option of multi-factor authentication (MFA). Ideally, each vendor would offer single sign-on (SSO) to make the login experience easier and more secure for users.&nbsp;</p>



<h2 class="wp-block-heading" id="h-wrapping-up">Wrapping Up</h2>



<p class="wp-block-paragraph">Thanks for reading our how-to on selecting a new SaaS service based on security and privacy criteria. We hope this enables your organization to make a more security-driven decision when evaluating new SaaS applications. If you have questions, please reach out to us on <a href="https://www.riprapsecurity.com/">our website</a>.</p>


Guest post: SaaS tools are easy to use, but how well do they protect your data?

Cybersecurity how-to: selecting software-as-a-service (SaaS) tools based on security & privacy


<p class="wp-block-paragraph"><em>&#8220;The internet is a powerful and necessary tool. It is vital that the internet is affordable and accessible to all people.&#8221;</em></p>



<p class="wp-block-paragraph"><a href="/about-nten#Beliefs">These words are the foundation of NTEN&#8217;s core beliefs</a>. </p>



<p class="wp-block-paragraph">We see the impact that internet access has on people every day through our programs and have been <a href="/learn/digital-inclusion-fellowship">supporting digital equity leaders around the U.S. for many years through our Digital Inclusion Fellowship</a> to increase both the number of people online and those working for systemic change. In addition, because of our commitment to digital equity and the work to build an equitable world, we have worked in coalition for years with other organizations that want to ensure all people have equal rights to the utilities necessary to support our lives. </p>



<p class="wp-block-paragraph">With more than 230 other coalition partners, we have called on Congress to recognize that access to utilities is a human right. And today is an important milestone:</p>



<p class="wp-block-paragraph">Today, <a href="https://bush.house.gov/media/press-releases/representatives-bush-bowman-tlaib-introduce-resolution-recognizing-access-to-utilities-as-a-human-right">Representatives Cori Bush</a> (MO-01), Rashida Tlaib (MI-13), and Jamaal Bowman Ed.D (NY-16) introduced the <em><a href="https://www.congress.gov/bill/117th-congress/house-resolution/1364">Resolution Recognizing the Human Rights to Utilities</a></em>, which would recognize access to water, sanitation, electricity, heating, cooling, public transit, and broadband communications as basic human rights and public services that must be accessible, safe, acceptable, sufficient, affordable, justly sourced and sustainable, climate resilient, and reliable for every person.</p>



<p class="wp-block-paragraph"><strong>Now we ask you to join us! </strong></p>



<ul class="wp-block-list">
<li><a href="/change/help-us-make-broadband-a-human-right">Add your organization to the growing list of endorsers for this critical resolution</a>.</li>



<li><a href="https://actionnetwork.org/letters/support-the-human-right-to-utility-services-resolution/">Send a message to your representatives urging them to cosponsor the resolution today</a>.</li>
</ul>


Illustrated buildings with WiFi symbols sit on a blue background. The text reads, "Broadband is a human right. Support the Resolution Recognizing the Human Rights to Utilities."

Broadband is a human right


<p class="wp-block-paragraph">The last couple of years have been transformational for the digital inclusion space. As jobs, schools, government services, social gatherings, and everyday tasks moved online, a recognition emerged that digital access and skills are critical in our society. In addition, there is increasing momentum to acknowledge <strong>affordable, reliable broadband as a human right.</strong></p>



<p class="wp-block-paragraph">We saw more organizations and individuals becoming digital equity champions, affirming that we need government support in the sector. <a href="https://www.npr.org/2022/05/17/1099400660/on-federal-and-state-levels-plans-are-underway-to-enhance-internet-access">Some major victories were also won on both the local and federal levels</a> in getting government recognition and support around digital access. Many organizations learned or reaffirmed that digital inclusion needs to be a part of our missions, no matter our day-to-day work.&nbsp;</p>



<p class="wp-block-paragraph">Our seventh cohort of fellows led and contributed to digital inclusion efforts in myriad ways. They spoke on panels, organized events, and made immense progress in taking many of their organization&#8217;s programs and adapting them to an online context. For some, this also meant convincing their organizations and partners that digital inclusion hadn’t traditionally been part of their work, but it was time to hop on that wagon. They accomplished some incredible feats, including supporting food bank clients in gaining digital skills and ensuring that formerly incarcerated individuals have the skills they need to survive in a digital world. I look forward to sharing more of <a href="/publications?filter=Digital%20Inclusion">their successes in the spotlights</a>, which we’ll publish this fall.</p>



<p class="wp-block-paragraph">As we welcome our eighth cohort, I’m eager for them to follow in the footsteps of the incredible leaders we’ve supported over the last year.&nbsp;<a href="/learn/digital-inclusion-fellowship#Meet%20the%20fellows">Our eighth cohort includes 17 fellows from around the country</a>: California, Georgia, Missouri, North Carolina, Ohio, Oregon, Texas, and Utah. They hail from various institutions, including a housing agency, city government, multiple libraries, workforce development, and several digital inclusion organizations. Their backgrounds and experiences are equally diverse, from a Nigerian immigrant to several first-generation Americans, a student currently pursuing a Master in Public Administration, and a fellow returning for a second year in the program. What unites this diverse group of individuals is a commitment to providing access and skills training so communities can be empowered to navigate the digital world.</p>



<p class="wp-block-paragraph">Over the next year, these fellows will be learning and challenging themselves to become digital inclusion experts who will transform their communities. I&#8217;ll support these emerging leaders in building robust digital literacy programming such as:</p>



<ul class="wp-block-list">
<li>Teaching seniors how to use hot spots.</li>



<li>Helping parents communicate with their children’s teachers.</li>



<li>Guide immigrants and refugees in navigating local services.</li>
</ul>



<p class="wp-block-paragraph">As we continue to learn to live with COVID and folks talk about &#8220;returning to normal,&#8221; I want to ensure that we retain all of the lessons we’ve learned about the importance of digital inclusion and continue to pursue digital equity for all. I&#8217;m confident that our 2022 cohort of Digital Inclusion Fellows and their passion for creating a more equitable and digitally empowered world will lead us in this direction.</p>



<p class="wp-block-paragraph"><em>The fellowship is made possible by the generous support of our sponsors: <a href="https://fiber.google.com/">Google Fiber</a>, the <a href="https://www.clevelandfoundation.org/">Cleveland Foundation</a>, <a href="https://digitunity.org/">Digitunity</a>, <a href="https://www.centii.org/">CENTII</a>, and the <a href="http://www.alliantcreditunionfoundation.org/">Alliant Credit Union Foundation</a>. A special thank you goes out to our founding sponsor, Google Fiber. The Digital Inclusion Fellowship was conceived and launched in partnership with Google Fiber in 2015.</em></p>


Four illustrated colorful jigsaw pieces are interlocked on a dark blue background. The text reads, "NTEN Digital Inclusion Fellowship. Bring digital equity to your community."

Welcome to the 2022 Digital Inclusion Fellows


<h2 class="wp-block-heading" id="h-what-is-a-web-content-manager">What is a web content manager?</h2>



<p class="wp-block-paragraph">Are you a good writer and editor? Do you enjoy working with graphics and video? Are you interested in or have proficiency in using digital and web technology? For people interested in career paths that combine these skills, a position as a web content manager is a good one to explore.&nbsp;</p>



<p class="wp-block-paragraph">Web content managers oversee <a href="/article/the-key-elements-of-a-content-governance-model/">the planning, organization, creation, and publishing of content</a> for an organization or company website and, sometimes, social media and email. They work with leadership (usually a marketing or communications director) to develop and publish content for their target audiences.&nbsp;Web content managers are typically located in an organization&#8217;s web team or communications department.</p>



<h3 class="wp-block-heading" id="h-what-does-a-web-content-manager-do">What does a web content manager do?</h3>



<p class="wp-block-paragraph">Web content manager responsibilities can include:</p>



<ul class="wp-block-list"><li>Developing a content strategy</li><li>Writing blog posts</li><li>Updating web content</li><li>Building an editorial calendar</li><li>Content promotion</li><li>Identifying new content opportunities</li><li><a href="/article/how-to-systemize-improvement-for-your-nonprofit-website/">Monitoring and reporting on website traffic</a></li><li>Holding staff accountable for meeting content deadlines</li></ul>



<p class="wp-block-paragraph">They may also oversee:</p>



<ul class="wp-block-list"><li>Website maintenance</li><li>Technical troubleshooting and fixing issues</li><li>Digital marketing</li><li>Search engine optimization (SEO)</li><li>Social media management</li><li>Email marketing and production</li></ul>



<p class="wp-block-paragraph">It is important to note that — despite the role being identified with the web — web content managers are not web designers or developers. Designers create a website&#8217;s look and feel. Developers build and configure its structure and functionality. Web content managers create, upload, and organize the content (text, images, multimedia, documents) that populate a website.</p>



<h4 class="wp-block-heading" id="h-skills-and-experience">Skills and experience</h4>



<p class="wp-block-paragraph">Web content management for most organizations is not an entry-level role. Instead, this position is typically filled by a college graduate with one or two years of experience in marketing, communications, project management, and website management.</p>



<p class="wp-block-paragraph">In addition to writing and editing, skills required include:</p>



<ul class="wp-block-list"><li>HTML and CSS</li><li>Graphic software</li><li>Content management systems</li><li>Accessibility and compliance</li><li>Project management</li></ul>



<h4 class="wp-block-heading" id="h-html-and-css">HTML and CSS</h4>



<p class="wp-block-paragraph">Skills in HTML and CSS (Cascading Style Sheets) are a basic requirement. Despite software now being common that can make writing and editing code easier, proficiency in hand-coded HTML and CSS will enhance your ability to perform on the job. Mastery of these fundamentals will help you recognize badly written code or fix incorrect code that software often generates. <a href="https://www.edx.org/course/html5-and-css-fundamentals">Gaining proficiency in HTML and CSS</a> as the first step towards a career in web content management is highly recommended.</p>



<h4 class="wp-block-heading" id="h-graphic-software">Graphic software</h4>



<p class="wp-block-paragraph">Web content requires working day-to-day with images, logos, charts and graphs, infographics, and other visual media. This work requires skills to resize files, convert from one file type to another, edit and crop images, and sometimes, create your own visuals and graphics. To do this, proficiency in graphics software such as <a href="https://www.adobe.com/products/photoshop.html">Adobe Photoshop</a> and <a href="https://www.adobe.com/products/illustrator.html">Adobe Illustrator</a> is a must.</p>



<h4 class="wp-block-heading" id="h-content-management-systems">Content management systems</h4>



<p class="wp-block-paragraph">Unlike the early days of the web, most organizations with websites now use a CMS or a content management system. Common CMS platforms include <a href="https://wordpress.org/">WordPress</a> and <a href="https://www.drupal.org/">Drupal</a>. A CMS allows site administrators to create and edit web pages from a central, online location. It also locks down and separates a website&#8217;s design from content. This means a web content manager can edit and create content without affecting the site&#8217;s functionality, design, and navigation. Being the in-house expert on an organization&#8217;s CMS is a requirement for web content manager jobs.</p>



<h4 class="wp-block-heading" id="h-accessibility-and-compliance">Accessibility and compliance</h4>



<p class="wp-block-paragraph">Accessibility means making your website and web content accessible to people with disabilities. Because of laws like the <a href="https://beta.ada.gov/">Americans with Disabilities Act</a>, employers — particularly government and organizations who do business with government — increasingly require <a href="https://beta.ada.gov/web-guidance/">accessibility</a> skills for web content managers. This means learning to recognize when web pages, images, web forms, or uploaded documents are not accessible and being able to fix the problem (by yourself or hiring an accessibility specialist).</p>



<h4 class="wp-block-heading" id="h-project-management">Project management</h4>



<p class="wp-block-paragraph">Web content managers start their careers coordinating the work of colleagues to produce and submit online content. Later, web content managers may also contribute to technical and design scoping for website builds and redesigns, write RFPs (requests for proposals), and manage the work of web development and design vendors hired to execute web projects. These tasks can give web content managers experience in higher-level skills to advance one&#8217;s career: technical scoping and writing, formulating and managing budgets, working with stakeholders, coordinating communications up and down an organization, and vendor management.</p>



<h3 class="wp-block-heading" id="h-salary-and-career-outlook">Salary and career outlook</h3>



<p class="wp-block-paragraph">Web content manager salaries vary depending on years of experience, education, location, and size of the company and industry.&nbsp; In the U.S., <a href="https://climbtheladder.com/web-content-manager-salary/">web content managers can make around $60,000 to $87,000 on average</a>. The median annual salary for this position is <a href="https://climbtheladder.com/web-content-manager/">$70,500 ($33.89 per hour), with the top 10% earning $122,000 ($56.85 per hour)</a>. The job outlook for web professionals is bright, with employment expected to <a href="https://www.bls.gov/ooh/computer-and-information-technology/web-developers.htm">grow faster than average in the next ten years</a>, according to the Occupational Outlook Handbook by the Bureau of Labor Statistics.</p>


A bearded man works on a laptop while sitting at a wooden conference room table.

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