Table of Contents
Checking Correctness of Member Information
Much of the mail sent to members is sent as bulk mail which will not be returned to the office. Therefore, if we make one mistake (mix up numbers in the zip code, drop a number from the address, or enter the wrong state) we will lose contact with this member. If a member's name is misspelled or a spouse is not on a record, we are risking offending a member or losing them.Making sure that we have correct member information is #1 PRIORITY when maintaining our member base. Check all member information for correctness when completing data entry.
Hierarchy of Information
- When inconsistencies arise between information on the insert, envelope and check:
- Information supplied on the insert is the primary source.
- Address return labels are secondary
- Checks are a last resort
- Check the narrative/ contact notes for clues or information.
- If your actions are out of the ordinary (if someone opening up the record could be confused), explain your actions in a contact or gift note.
Salutation Policy
- Most people are not too picky, but some people are extremely picky, so we walk a fine line when addressing people correctly based off the little information they give us.
- Only the primary donor is to be addressed in the “Last Name” and “First Name” fields
- How to determine?
- Remember the hierarchy of information
- Typically the individual who signs the check or credit card is the Primary Donor
- Full names belong in the "First name" and "Last Name" fields. Nicknames belong in the "salutation" field.
- Example: “Title” = Mr. "First name" = John, "Last name" = Smith, “Salutation” = Bubba (John's nickname)
- Make sure that all people on a record are included in the Salutation! Ex. "Salutation" = John & Jane
- If a person designates themselves a Dr., Col., Rev., place this in the "Title" field
- All men should have a "Mr." in the "Title" field, unless they have designated themselves otherwise.
- Women should not be given a title, unless they have designated themselves as Ms. or Mrs.
- Why? We don't want to accidentally call a woman "Mrs." when she is not married, or "Ms." if she is married and doesn't like to go by Ms. Some people are very offended by this.
- If both spouses names are written on the insert, both appear on the address return label, or one signs the check while another appears on the insert or label, then we address both in the “Title” and “Salutation” fields. A spouse, should be placed in the “Spouse” field.
- Example: Address label is “Mr John Smith”, Insert says “Jane Smith” and the check was signed by “Jane”, then “Title” = Mr & Mrs., "First name" = John, "Last name" = Smith, “Salutation” = John & Jane and “Jane” is in the “Spouse” field.
- Some women do not want to be addressed as "Mr & Mrs. John Smith." In that case, you can make an exception.
- Example: “Title” = blank, "First name" = John & Jane, "Last name" = Smith, “Salutation” = John & Jane and the “Spouse” field = blank.
- This isn't ideal to use unless it is requested since it is less formal and we typically want to keep the spouses in separate fields.
Explanation of optional line policy
- If the envelope or insert contains individuals with separate last names, we should add them both onto the record, with one located on the optional line.
- Example: The insert says “John Smith and Sarah Jones.” If Sarah signed the check, “First Name” = Sarah, “Last Name” = Jones, The “Optional Line” = Mr John Smith.
- Make sure that both individuals are addressed in the salutation. In the previous example, “Salutation” = Sarah & John
- If it does not look as though both people are active members, the record should only list the actual contributor. The other person’s name should be in the contact notes with a brief explanation so that it will not be questioned later.
Address Policy
- All address details should be abbreviated. Including PO Box (Not Post Office Box)
- Depending on how the member writes it or how the address label reads, we use either Apt. or Unit# for apartment numbers
- DonorPerfect will verify addresses for you - USE THIS! Click "verify address" everytime you add or change an address.
- Having problems verifying an address? Type it into Google Maps and see what comes up.
- Some members move and do not tell us, therefore we need to be very contentious of investigating and finding the new addresses. A missed address change is likely a lost member.
- Think that an address has changed? Follow these steps in order.
- Check NCOA change of address database. If the person is on this list, immediately change their address.
- If they have written on their remit slip that their address has changed, or they hand write the address on this slip, then change the address.
- If the return address sticker and the check are both the same address and do not match what is on the record, it is generally safe to change the address.
- If they have an address listed on the return address label and a different address on the check, the address listed on the return address label is likely correct.
- When people move, it typically takes them longer to change the address on the check, so the check is the least reliable source of information.
- If there are multiple addresses floating around (one on the DP record, one on the check, one on return envelope), and you cant find the person on NCOA, do not change the address without talking to the member.
- If there is a weird situation call or email the member to confirm, and then create a contact or narrative note with your findings.
- If you check NCOA, contact them, and there is no other definitive clue as to which address is correct, then don’t change the address. They received our mail in the first place!
- Keep in mind that some members are snowbirds.
- Some members simply have multiple residences.
- Call/email the member!!
Uploading NCOA Address Change document to DonorPerfect
Handling bounced back mail with no forwarding address
- First, check NCOA and the contact notes in DP for any sort of clues.
- Next, if there is an email or phone number on the record, try getting in contact with them to find out their new address
- Google the donor’s name and search for an obituary
- If they are deceased then follow procedure for sending to RK (see Unusual Donations
- If you do all of these things and still cannot find a new address/ confirm that they are deceased, go into DonorPerfect and put a contact note in explaining the steps that you took, then remove their MEM flag and add NFD (No forwarding Address) so that we do not waste money soliciting them.
Phone and email
- Please remember to check the phone information. Replace outdated phone numbers with new phone numbers the donor provides.
- We need to update emails frequently so we have fewer bouncebacks/ dead email addresses, enabling us to better reach our members. Every email address you add into DonorPerfect will help us share our message with members, which in turn will 1)increase our donations and 2)help them to share us with others. Make sure to add email addresses into the donor's record!!
