A Little Give and Take

So this is how it works:

We argue in this paper that attention to one's blog is won by paying attention to other bloggers. We derive properties of blogging networks from a model where bloggers trade attention and content. The predictions from the model are then checked against a novel dataset from LiveJournal, a major blogging community. As predicted, the activity of bloggers is found to be related to the size and level of reciprocity within a blogger's relational network. We also find that bloggers who do not adhere to reciprocity norms are sanctioned with a lower number of readers.

It's weird that a spell-check on www.blogger.com doesn't recognize "bloggers" as a word.

Anyways, the back-scratching and all of that looks like a good direction in which to go. Can we at least assume that this isn't working?

The Formula

GPR = (times given/opportunities) + (campus activities/100) + (leadership activities/10) + (off campus activities/25) + (off campus leadership activities/10) + ((increases - (2 x decreases)) / 10)

There are obviously more variables. I am highly dubious of including any sort of personal income statement or career accomplishments, although I'm sure that most alums would list money as a top criterion. I'm also starting to think that the GPR will end up performing more like a rating than a percentage. Again, how this meshes (or doesn't mesh) with Campus Call will be a large obstacle.

More to come.

A Name For The Connection

Take your pick:

Elon-Junct
Ignition
Flickering Ashes
Unmarooned
Elonsoteric
EUphony
EUphoria
Daily Homecoming
Rise & Shine
Big Orange Bird
Floating Eggshells

If I have a better one (which I should), I'll edit the post. Feel free to add input.

A Blog For Elon Alums

I am wrestling with the direction in which this blog should go like Jessica Simpson with spelling.

On one hand, I am approaching it as an idealist. The content should be strictly composed of material that will connect alums to the lifestyle of current Elon students and spark interest in Alumni Participation activities. The blog's growth must be organic meaning that the number of readers increases because the initial, excited alums become part of the fan club and spread the word. At first, only ten alums read and enjoy the blog. Then, in line with the amazing virality of social networks, those first ten will tell their friends many of whom are Elon graduates. In this case, no promotional messages are needed. All you need is a great product that your first ten customers will embrace and spread.

On the other hand, and somewhat in line with the previous paragraph, we need to know exactly what alums want. They are certainly blog readers and maybe bloggers too. But the question is not what kind of blog alums (ones already in the fan club) want to read. The question is: what kinds of words and images can we post to keep alums close? What kind of logs can we throw onto the fire to keep the fire of the university experience burning?

The current alumni blog is on the verge of becoming a wasteland. Unless there's something fantastic that I'm missing regarding its features, it is more or less the antithesis of what I've been preaching. It does not allow comments. Worse yet, there is a form to fill out to even qualify to become featured. Don't get me wrong, the posts are terrific. They are detailed, interesting, and relevant. Know about something cool...check out the form??? You must be joking. This is the opposite of engaging. In the new blog, these lengthy and informative reads would be guest posts rather than just an alum who posts. There would also have to be other messaging opportunities like advertising, but must have to do with alums' lives. We must feature certain messages, while encouraging others to prepare their own (just like this).

Another thing that is absolutely important and will require some university support: getting current students involved. Current students will also have to be involved. Instead of current campus news, it's going to be personal student news. We want to encourage participation and engagement. Make alums feel like they are still are Elon, even if they are viewing the blog at that new job.

While other Phonathon or Annual Giving employees are encouraged (we might need a weekly Joz-Post) to offer their thoughts, I will have to carry the non-Guest posts. This will require me to develop a little as a blogger, becoming highly comfortable with linking, quoting, and finding interesting news and notes. With no obvious external source for links, I will have to become more familiar with websites and blogs that post information that might interest alums.

Consider doing some light market research. Or let me do it. Just give me ten contacts across different alum demos and have them answer a short questionnaire. From there, we recruit contributors. As nice as it is to have strong guest posts, a short roster of consistent posters is necessary. Let's stop the silliness of 'comments off' and bring alums a daily blog that will spread like the swine flu.

Too soon?

Speaking of Looking (or Hearing) Towards the Future

Tyler Cowen, one of the greatest bloggers in the sphere, posted this:

Such a safeguard could one day be commonplace, if a new biometric technique designed to identify the person on the other end of a phone line proves successful. The concept relies on the fact that the ear not only senses sound but also makes noises of its own, albeit at a level only detectable by supersensitive microphones.

If those noises prove unique to each individual, it could boost the security of call-centre and telephone-banking transactions and reduce the need for people to remember numerous identification codes. Stolen cellphones could also be rendered useless by programming them to disable themselves if they detect that the user of the phone is not the legitimate owner.

This is more like science leading change. That's fine and dandy but it isn't worth a damn if we aren't leading change as well.

"Men Don't Follow Titles, They Follow Courage"

Let's assume William Wallace is wrong about this one.

When you get a form to fill out, you usually have to fill in a space for occupation. It's a simple procedure. What is your job identity? What is it that you do?

A writer writes. A police officer polices. A fisherman gets drunk in a boat.

Some people have the title of 'Grand Poo Bah' and 'Chief Fun Officer.' Others are called 'customer service liaisons.' And some people just wash dishes. And others take way too long to get to the point.

Jozi mentioned 'consultant.' Some companies would scoff at the traditional term and prefer to use 'Intelligence Advisor' or 'The Brains Behind.' Other companies scan resumes with the intention of sorting through hundreds of similar applicants; here, 'Head Of Happiness' might sound more like a psychedelic experience than a worthwhile employee. So many things to think about besides what you actually do. Or maybe your job title explains you better than anything.

In marketing terms, I might be a market analyst, media coordinator, or copywriter. I would try to help callers by collecting and interpreting information and I would try to engage alums with a revamp of the current blog. I would also still be a caller, albeit one with higher expectations (and the ability to purchase alcohol). I would preferably be more involved with the university experience and Annual Giving in general.

If I got the name 'Marketing Consultant,' I would be proud. It would mean something to me. It would convince me that what I was doing was worthwhile and worth putting my heart into. But it would be unfair. Especially since the position that I originally applied for has only one word in it, 'Supervisor.' Those four individuals would have to get new names (which would actually be pretty cool since specialization is the key to business success). Either way, I'm sure this will be sorted out perfectly by the time we have to fill out the aforementioned forms.

Meanwhile, I'll take back what I said. Wallace is, er, was right. Doing this right is going to take some fortitude. It's also going to require patience and humility.

No matter what our job titles are, they will never take away OUR FREEDOM!

(I suddenly want to kill the English.)

Is it MC Shan or is it MC Ren?

NYC or LA?

Ben Stiller or Will Ferrell?

Most alums live in the Eastern time zone. The top eight states that students arrive from are located in the Eastern time zone. So, most calls ring bells along the seaboard.

But that's if alums have moved back home or near home. Look, callers already know that it ain't where you from, it's where you at. (I think it's next to the Jimmy Valvano quote.) And where you're at tends to be more exotic than where you're from. Also, don't forget the alums who are from way out yonder and remain in those parts post graduation.

The point is that, as more students come from California, Nevada, and wherever Utah is, we will be calling more alums who might not give you the right time if you ask for it. This is particularly disconcerting because dinner time in New York is still work time in Los Angeles. What's more? There's also this state that is some six hours to the left.

We can't shrink the Earth. The treadmill would be too expensive. But we can shrink the distances. But it won't be us who does it. For Phonathon, there is very limited chance that we will talk to West Coasters between six and nine unless we catch them (doing nothing) at work. I think this is going to be one of the drastic changes that occurs in Annual Giving over the next ten years. People in general will have better understandings and controls over their time and money. That's good since that is what callers require. Tax deductability will be a pro. Forms won't have ink. And time zones will be as restrictive as no-call zones. (Yeah, we've got the annoying Verizon guy.)

Soon, those prospects will get in touch with us. They'll be starting the conversation...and ending it too. But until then, I'm not sure what to do. Just keep at it I suppose. Let them know that we know they're there, all the way over there. And keep them close. Make sure that the Ignite Nites outnumber the earthquakes (easier said than shaken).

And realize that there are some we just won't reach on the phone (this goes for all time zones). But that doesn't mean we won't reach them.

So You're Saying There's A Chance?

Yeah, I know it's a cliched joke.

Here's a very involved idea that might not pay off. There's some risk and some uncertainty. A lot of people won't like it, won't buy into it, and might end up scorning it even though it may have seemed rational at one point.

Create a system that measures a caller's chance of getting a particular pledge. No, not for the caller, for the prospect. Call it the GPR: the gift probability rating. It will be the primary measure of how well a caller is doing, how tough the caller's assignments are, and which callers are getting the short end of the stick. It may also aid in group specialization for callers and individual training.

It must first be said that this system would require a huge investment. I mean, HUGE. Like REALLY HUGE!!! Did you get that? Good, because here it goes. Calling will take longer initially, as will every other job going up the ladder. There will be some numbers that help but there will also have to be some guessing. And a lot of those guesses will be wrong: too high or too low. Wrong when you think they're right. Right when you think they're wrong. The system is not likely to mesh with CampusCall. You probably won't even realize until the burden of the system starts to kick in how tough this is going to be.

I haven't quite worked this out yet. I'm not good enough. A CIS major might have a shot at it. But the GPR's can't be made arbitrarily, so here are some inputs, some easy and some tough:

• percent of years given (times given over years since graduation)
• number of activities involved on campus
• number of activities involved post-graduation (think small on this one)
  
• current career/income
• Times gift amount has increased
• Toughest part: someone has to put a figure on how "happy" the student was on campus and how much she generally liked the university experience
• Addendum: if there is any reasonable circumstance during which a caller can ask a prospect for this kind of number, go for it!

Obviously, this isn't the complete formula. This isn't the complete equation. Some of these ideas may not even work or be correct. It will take some trial and error. There is no exact science of getting into the heads of alums. (Well, there is but we need their consent.) But callers need to know their chances and Annual Giving needs to know that callers are measuring up. This system is NOT an excuse, but rather an opportunity. But it's an investment...and something to talk about.

Get Increases or Bring In New Fish?

It's an interesting question. Is there more money trying to get increases from current donors or new gifts from previous non-donors? I want to argue for the former.

But the first thought you have is obvious: aren't there about a thousand new non-donors produced every year that will end up having a pretty high GPR (Giving Potential Rating)? Yes, sort of. Granted, many of these individuals who will give once they get their feet on the ground (the only group of people you actually trust when such topics arise) will already have given Senior Gifts or the like. Let's not consider these people. They have a really high chance of being part of the fan club.

This is one kind of non-donor. The other kind strikes demoralization into the hearts of callers. You wish they'd have said "no phone" years ago. Instead we call them every year, even though they haven't given in the fifteen years since graduation. You want to say, "Look, calling you every year is a waste of time. If you're not going to give, just leave me alone." There is something to this situation, but let's save it for another post.

Usually, these new fish takes themselves off of the list because, after a few years, they get tired of the calls. But what about the alums who gave a couple times after graduation and haven't given in thirteen years. Their GPR is about as low as the woman above. That's going to be a pretty low GPR (once we get it up). Meanwhile, someone who's been giving somewhat consistently has a much higher GPR. He is very much inclined to remain a part of the fan club and give his thirty bucks a year.

But how much is it worth to ask for an increase? Well, he could say 'no'. Or, worse, he could be offended and not give. What if he never gives again? Then, he's probably not much of a fan. Small increases should work. To ensure that such offense is not taken, let's use the Tip rule. Fifteen percent. Twenty if he sounds happy. Ten if he's...you know.

Don't get it twisted. New club members are great. Adding potentially excited individuals to our group of alumni who appreciate the university experience is great. It's amazing. But strengthening the core is better. It makes for a stronger tribe and, probably, more money. The big dough lies in increasing gifts from current donors, getting them a little more enthused with a little more reason to be happy. It's there: we just need to grab a hold of it.

Working On Closings For Refusals

Openings are pretty tough. They require just the right amount of politeness, determination, and persuasion to work. They require a caller to demonstrate an understanding of what is appropriate and what is acceptably risky. It would be nice if openings were easier.

Closings, on the other hand, are simple, maybe even easy. Remember to thank the prospect; remember to restate the gift amount; and remember to tell the prospect when to send in the check. A lot of remembering and not a lot of doing. Until now.

Just as we try to have a cordial, confident, and persuasive beginning to a call, we should have a strong finish. Getting a refusal is never fun. And it rarely results in a caller being very positive. But I think there could be information on the end of that call as valuable as the information on the end of the simple gift-get. Firstly, it's really important to know why alums who keep getting calls won't give. That information goes towards helping current and future calls. Also, the 'no phone's' are more important than you may think. Remember the fan club? I'll try to script a refusal closing.

Well, Mr. ______, since you aren't planning to make a gift this year, may I ask why?
May I also ask, "what kinds of efforts can Elon make in the future to make you proud to be an alum?"
Can I also make a request of you sir? Could you at any point in the next year take some time to consider your experience at Elon? To think about whether you are proud of being an alum and about what it would be like if you were a student now?
I appreciate your feedback on our program here at Phonathon. It was a pleasure talking to you about Elon.

Instead of getting refusals out of the way, which is what we all do, let's use them. Refusals are as much of an opportunity as pledges. (All we have to do now is figure out what to do with those damn 'Maybes') We can get good, honest feedback, find out the issues that have alums least positive towards Giving, and reposition for next time. We'll also figure out which 'refusals' are real REFUSALS, prospects with no intention of giving and not enough energy to ask not to be called again.

The politeness and persuasion are still there. They are just reaching the same end through a different means. The end is helping current and future students. The means is a plethora of new information at Phonathon's disposal.

And I didn't use the word 'remarkable.' Sort of.