Yours, Mine, and Ours: Creating a Compelling Donor Experience PDF
Preview Yours, Mine, and Ours: Creating a Compelling Donor Experience
Yours, Mine, and Ours Creating a Compelling Donor Experience Barry J. McLeish John Wiley & Sons, Inc. iii ii Yours, Mine, and Ours i ii Yours, Mine, and Ours Creating a Compelling Donor Experience Barry J. McLeish John Wiley & Sons, Inc. iii Thisbookisprintedonacid-freepaper.(cid:1)1 Copyright#2007byBarryJ.McLeish.Allrightsreserved. PublishedbyJohnWiley&Sons,Inc.,Hoboken,NewJersey. WileyBicentennialLogo:RichardJ.Pacifico PublishedsimultaneouslyinCanada. Nopartofthispublicationmaybereproduced,storedinaretrievalsystem,ortransmittedinany formorbyanymeans,electronic,mechanical,photocopying,recording,scanning,orotherwise, exceptaspermittedunderSection107or108ofthe1976UnitedStatesCopyrightAct,without eitherthepriorwrittenpermissionofthePublisher,orauthorizationthroughpaymentofthe appropriateper-copyfeetotheCopyrightClearanceCenter,Inc.,222RosewoodDrive,Danvers, MA01923,978-750-8400,fax978-646-8600,oronthewebatwww.copyright.com.Requeststo thePublisherforpermissionshouldbeaddressedtothePermissionsDepartment,JohnWiley&Sons, Inc.,111RiverStreet,Hoboken,NJ07030,201-748-6011,fax201-748-6008,oronlineathttp:// www.wiley.com/go/permissions. LimitofLiability/DisclaimerofWarranty:Whilethepublisherandauthorhaveusedtheirbestefforts inpreparingthisbook,theymakenorepresentationsorwarrantieswithrespecttotheaccuracyor completenessofthecontentsofthisbookandspecificallydisclaimanyimpliedwarrantiesof merchantabilityorfitnessforaparticularpurpose.Nowarrantymaybecreatedorextendedbysales representativesorwrittensalesmaterials.Theadviceandstrategiescontainedhereinmaynotbe suitableforyoursituation.Youshouldconsultwithaprofessionalwhereappropriate.Neitherthe publishernorauthorshallbeliableforanylossofprofitoranyothercommercialdamages,including butnotlimitedtospecial,incidental,consequential,orotherdamages. Forgeneralinformationonourotherproductsandservices,ortechnicalsupport,pleasecontactour CustomerCareDepartmentwithintheUnitedStatesat800-762-2974,outsidetheUnitedStatesat 317-572-3993orfax317-572-4002. Wileyalsopublishesitsbooksinavarietyofelectronicformats.Somecontentthatappearsinprint maynotbeavailableinelectronicbooks. FormoreinformationaboutWileyproducts,visitourWebsiteathttp://www.wiley.com. LibraryofCongressCataloging-in-PublicationData: ISBN:978-0-470-12640-0 PrintedintheUnitedStatesofAmerica 10 9 8 7 6 5 4 3 2 1 iv For James, David, Pete, Ron, Larry, and Mark & Contents Preface viii Introduction xiii Acknowledgments xxvii CHAPTER1 Redefining Boundaries 1 CHAPTER2 The Need for a New Mind-Set 25 CHAPTER3 The Tip of the Iceberg 49 CHAPTER4 Doing What Matters for Customers, Donors, and Volunteers 75 CHAPTER5 The Mind of the Nonprofit Strategist 97 CHAPTER6 Five Critical Issues: First, Know Where You Are Going; Second, Know How You Are Going to Get There 117 CHAPTER7 Integration and Communication: Issues Three and Four Continued 143 CHAPTER8 The Fifth Issue: Creating the Cultural Tapestry 167 Afterword 191 Index 193 vii
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