Although year-end mail is always slow, 2011 saw the USPS give new meaning to the word! This was an eye opener for savvy nonprofit mailers who realize that a reckoning day is coming, and that the time to reassess mail campaigns is now.
There’s little question that the post office is headed for some drastic changes, although due to its being stymied in bureaucracy, it may take a while for the deepest of the cuts to be felt. It seems certain, however, that the results the postal customer will ultimately feel will be twofold: less service and higher prices.
If we’re going to get less and pay more, why do it? Well, simply because for most nonprofits, the lion’s share of annual giving income still comes from direct mail, although this slice of the pie isn’t as large as it used to be . . . and it costs more to produce.
Whenever your ROI is affected this drastically (or is about to be), it’s vital to evaluate your overall campaign, to see which areas can be modified, streamlined, combined, improved – or simply need to be eliminated. Several nonprofits that have strong direct mail programs have done precisely this, and discovered that one of their best tactics is a multichannel approach. In addition, some have discovered that more resources are best diverted to direct mail for acquisition, while online appeals are successful for retention.
Since it’s unrealistic to eliminate direct mail from your budget or campaign, it’s smarter planning to consider a multitude of factors and be more strategic:
• Take care that your database is as accurate and as up to date as possible. The better your data is, the more precise your campaigns are, the lower your costs, and the fewer returned pieces, wasted staff time, etc.
• Consider sending out smaller, more frequent, segmented mailings. This will take additional time – both to pull the targeted data, as well as to craft the appeals, but it will make your donors/prospects feel special, whether you group them by geography or affinity for a particular type of fund, cause, etc.
• Schedule your direct mail campaigns sooner than you previously did. Expect delivery to take longer than it has in the past. Much longer. This isn’t going to improve.
• Budget for more direct mail expenses, if possible. Postage will likely continue to increase, and with other services costing more (e.g., NCOA), this is simply pragmatic.
• Make certain your appeals are both engaging and get down to business. If your letter is a solicitation, it still has to be interesting, of course, but the ask shouldn’t be buried in paragraph six, either. Get to the point.
• Integrate a multichannel approach. Include a direct hyperlink for your call to action (e.g., donation, registration, petition, etc.) on all pieces in the mailing: letter, reply card, reply envelope, inserts, flyers, etc. Remember to add a Twitter and Facebook icon and/or hyperlink as well, and QR codes when applicable. Since a QR code is versatile, it can link to a video, provide a coupon code, or other venue, depending on your campaign.
• Remember the carrier envelope is the most important, not an afterthought. Mail is typically opened over a trash can, so if your carrier envelope isn’t designed with at least the thought put into your letter, you have drastically reduced the chances of your letter ever getting read.
• Test at least one variable with each mailing. This can be something as simple as including postage – or not – on your reply envelope, or addressing your carrier envelope on the back instead of the front. Does a photo on your carrier make a difference, and if it does, do you need to pay for a color photo, or will a black and white one result in essentially the same response rate and average gift? Perhaps a freemium boosts your average gift or response with an acquisition mailing, but it’s unnecessary when soliciting current donors.
• Your opinion doesn’t matter! Make sure to track and analyze your data after each campaign. Just because you personally prefer the bright green font doesn’t mean that it has the best response rate from your constituency. Until you have several bundles of data from your own organization, a good place to start can be checking sources such as Which Test Won? which gathers and shares a great deal of data on both direct mail and online marketing.
• Learn from your analyses. Take what worked well, and attempt to extrapolate upon your successes. For the campaigns that performed poorly, either determine why and fix the errors, or eliminate them and substitute them with the strategies that are succeeding for your organization. While you’ll probably find that much of what you’re doing follows industry standards, there may be some anomalies that are unique to your constituency.
• Don’t be afraid to try something new. Annual Giving by its very nature can easily become cyclical and repetitive, and making goal is constantly on everyone’s mind, but great things can happen when you stretch outside your regular boundaries and dare to dream of a different way of doing things.
How can you make the most of what you’ve got – not just with mail, but all of your fundraising venues – and perhaps something new?
Keep the base of the pyramid strong