Wednesday, August 20, 2014

Here's An Interesting Tool For Your Small Nonprofit

















If you use Gmail, you might find this extension worth taking a look at. Even if you don't, the idea of creating different footers or signatures to add more context to your email is worth consideration. It's a subtle sort of marketing that might pay dividends.

EmailFooterApp

*Note: it does ask to access your tabs and browsing history and I don't know what it plans to do with that data.

Thursday, August 7, 2014

Adventures in Customer Service

Image via Bruce Sallan

There are a lot of new services out there and I looked at one this week called Readymag, which helps users create 'microsites, portfolios, photo stories, magazines, and presentations' using templates. As I browsed through their examples I wondered why a person or NGO with an already significant social media presence would want to use their service. So I sent them an email and asked:
If you already have a blog and a presence on Pinterest or Instagram and maybe even a website, why would you choose to create a microsite or magazine?
The next day I received this answer:
Hi, Robyn!
Are you talking about yourself? Who do you mean by "you"?
Anyway, one great quote I've stumbled upon recently on the internet: 
--
John P

Customer Assistant 
Then came:
Sorry, for the partial message.
Here is the full copy:
Hi, Robyn!
Are you talking about yourself? Who do you mean by "you"?
Anyway, one great quote I've stumbled upon recently on the internet:
"A magazine, even a digital one, is like going to a movie. It's a designed experience with a beginning, middle and end. A Web site is like going to the library—plenty of information if you know where to look. People pay to go to movies, not libraries."
--
John P
Customer Assistant 
Note that he had a chance to rethink the message before sending the completed reply, but he didn't take it. The quote did help me, but the rest of the message was a disaster.

The Reasons
  1. Customers don't reach out to Customer Assistants to have their grammar corrected. I did use an unreferenced pronoun, but my meaning was clear. This opening set a tone in which the facile quote would not be received with gratitude.
  2. A customer should not have to infer the meaning from a quotation - back-up text expanding on what is meant and how the customer could benefit should have been included.
  3. At the top of this post I mentioned there are a lot of new services out there; every opportunity to entice a customer to see the value in your own product should be taken seriously.
Clearly, my intent was to see if the service might be something useful for your small nonprofit, but given how things have turned out, I cannot recommend their Customer Service.

Readymag: https://readymag.com/

News of Note: If you haven't used YouTube as an SM tool, you might be missing a big opportunity to be an NGO star.