Marty Jacobs, President

Systems In Syncand

Mark R. Scott III

Account Executive at eTapestry

Communicating Across the Generations to Build Relationships: How to Combine Technology With Soft Skills

IntroductionsMarty Jacobs, PresidentSystems In SyncConsulting for nonprofits,

government, and education in:– Board governance– Strategic planning– Organization

development– Community engagement

Mark Scott, Account Executive

eTapestry, a Blackbaud solution

Helping nonprofits with:– Fundraising technology– Constituent Relationship

Management (CRM)– Online Giving– Website Development

Agenda/Overview• The Four Generations

– Generation Names and Dates– Generation Characteristics– Generation Quiz

Agenda/Overview• The Four Generations

– Generation Names and Dates– Generation Characteristics– Generation Quiz

• The Soft Skills/Interpersonal Skills

Agenda/Overview• The Four Generations

– Generation Names and Dates– Generation Characteristics– Generation Quiz

• The Soft Skills/Interpersonal Skills

• The Tools

Agenda/Overview• The Four Generations

– Generation Names and Dates– Generation Characteristics– Generation Quiz

• The Soft Skills/Interpersonal Skills

• The Tools

• Q & A

Objectives

• Gain a greater understanding of generational differences

Objectives

• Gain a greater understanding of generational differences

• Discuss a variety of communication and relationship building methods and their effectiveness with the different generations

Objectives

• Gain a greater understanding of generational differences

• Discuss a variety of communication and relationship building methods and their effectiveness with the different generations

• Learn how technology and soft skills work together to build relationships

The Four Generations

• Builders, Veterans, Traditionalists, Silent Generation (1925-1945)

The Four Generations

• Builders, Veterans, Traditionalists, Silent Generation (1925-1945)

• Baby Boomers (1946-1964) - Boom

The Four Generations

• Builders, Veterans, Traditionalists, Silent Generation (1925-1945)

• Baby Boomers (1946-1964) - Boom• Generation X, Gen X, Xers (1965-1979) -

Bust

The Four Generations

• Builders, Veterans, Traditionalists, Silent Generation (1925-1945)

• Baby Boomers (1946-1964) - Boom• Generation X, Gen X, Xers (1965-1979) -

Bust• Generation Y, Gen Y, Millenial, Echo

Boomers (1980-2000) - Echo

The Builders (Born 1925 to 1945)

• Most in this generation grew up during the Great Depression and thus tend to be hard workers and savers

The Builders (Born 1925 to 1945)

• Most in this generation grew up during the Great Depression and thus tend to be hard workers and savers

• They place a great deal of value in institutional loyalty and conformity

The Builders (Born 1925 to 1945)

• Most in this generation grew up during the Great Depression and thus tend to be hard workers and savers

• They place a great deal of value in institutional loyalty and conformity

• More than 75 percent of the nation’s wealth is controlled by this generation, along with more than 80 percent of America’s savings.

The Builders (Born 1925 to 1945)

Communication Focus

• Use of technology and social media is limited; their technology was radio, rotary phones, mimeograph, and slide rules

The Builders (Born 1925 to 1945)

Communication Focus

• Use of technology and social media is limited; their technology was radio, rotary phones, mimeograph, and slide rules

• Prefer formal written communication or one-on-one

The Builders (Born 1925 to 1945)

Communication Focus

• Use of technology and social media is limited; their technology was radio, rotary phones, mimeograph, and slide rules

• Prefer formal written communication or one-on-one

• Respect authority and honor leaders

The Boom (Born 1946 to 1964)

• The “ME” generation will start to shift focus to its legacy

The Boom (Born 1946 to 1964)

• The “ME” generation will start to shift focus to its legacy

• Less willing to comparison shop, they seek quality and high level of service

The Boom (Born 1946 to 1964)

• The “ME” generation will start to shift focus to its legacy

• Less willing to comparison shop, they seek quality and high level of service

• Volunteerism should increase as relatively healthy individuals leave the workforce

The Boom (Born 1946 to 1964)

Communication Focus

• Internet use on the rise but still might prefer face to face or snail mail communication

The Boom (Born 1946 to 1964)

Communication Focus

• Internet use on the rise but still might prefer face to face or snail mail communication

• Legacy and leaving the world a better place

The Boom (Born 1946 to 1964)

Communication Focus

• Internet use on the rise but still might prefer face to face or snail mail communication

• Legacy and leaving the world a better place

• Financial Planning Think Planned Giving or Endowments

The Bust (Generation X - born 1965 to 1979)

• Fewer in numbers, also having fewer children themselves

The Bust (Generation X - born 1965 to 1979)

• Fewer in numbers, also having fewer children themselves

• First generation to have a lower quality of life than the one before

The Bust (Generation X - born 1965 to 1979)

• Fewer in numbers, also having fewer children themselves

• First generation to have a lower quality of life than the one before

• Estimated that this generation will have on average three complete careers

The Bust (Generation X - born 1965 to 1979)

• Fewer in numbers, also having fewer children themselves

• First generation to have a lower quality of life than the one before

• Estimated that this generation will have on average three complete careers

• More action rather than idea orientedThink Volunteerism, Board Members

The Bust (Generation X - born 1965 to 1979)

Communication Focus

• This age cohort is more cynical and less idealistic; they seek authenticity

The Bust (Generation X - born 1965 to 1979)

Communication Focus

• This age cohort is more cynical and less idealistic; they seek authenticity

• Return on investment is more important than material – don’t dwell on benefits (“gifts” for giving)

The Bust (Generation X - born 1965 to 1979)

Communication Focus

• This age cohort is more cynical and less idealistic; they seek authenticity

• Return on investment is more important than material – don’t dwell on benefits (“gifts” for giving)

• Want “proof” of monies well spent – results!

The Bust (Generation X - born 1965 to 1979)

Communication Focus

• This age cohort is more cynical and less idealistic; they seek authenticity

• Return on investment is more important than material – don’t dwell on benefits (“gifts” for giving)

• Want “proof” of monies well spent – results!• Well positioned to be the most loyal group in

decades

The Echo (Generation Y – born 1980 to 2000)

• Never knew a time before MTV and 50+ television channels

The Echo (Generation Y – born 1980 to 2000)

• Never knew a time before MTV and 50+ television channels

• Least religious (loyalty) of all prior generations

The Echo (Generation Y – born 1980 to 2000)

• Never knew a time before MTV and 50+ television channels

• Least religious (loyalty) of all prior generations• Not a rebellious group – seldom had limits to start

with

The Echo (Generation Y – born 1980 to 2000)

• Never knew a time before MTV and 50+ television channels

• Least religious (loyalty) of all prior generations• Not a rebellious group – seldom had limits to start

with• Young Cosmopolitans (“Yo-Co’s”) much sought after

but offer little loyalty

The Echo (Generation Y – born 1980 to 2000)

• Never knew a time before MTV and 50+ television channels

• Least religious (loyalty) of all prior generations• Not a rebellious group – seldom had limits to start

with• Young Cosmopolitans (“Yo-Co’s”) much sought after

but offer little loyalty• Immediate satisfaction, short attention span

The Echo (Generation Y – born 1980 to 2000)

Communication Focus?

• Life revolves around internet & mobile devices

The Echo (Generation Y – born 1980 to 2000)

Communication Focus?

• Life revolves around internet & mobile devices

• Very visual, prefer multi-media

The Echo (Generation Y – born 1980 to 2000)

Communication Focus?

• Life revolves around internet & mobile devices

• Very visual, prefer multi-media• Able to consume vast amounts of

information

The Echo (Generation Y – born 1980 to 2000)

Communication Focus?

• Life revolves around internet & mobile devices

• Very visual, prefer multi-media• Able to consume vast amounts of

information• Very short attention spans

Which generation?

Which generation?

Which generation?

Which generation?

Which generation?

Which generation?

Which generation?

Which generation?

Questions:

• What has your experience been with the different generations?

Questions:

• What has your experience been with the different generations?

• Does this fit?

Questions:

• What has your experience been with the different generations?

• Does this fit?• Do you see something different?

Questions:

• What has your experience been with the different generations?

• Does this fit?• Do you see something different?• How have you managed these differences?

The Soft Skills/Interpersonal Skills

• Listening• Reflecting• Facilitating• Developing trust• Dialogue

• Inquiry• Encouraging/Supporting• Communicating clearly

(verbally and in writing)• Paraphrasing

The Tools• Face-to-face

meetings• Telephone• Letters/snail mail• Email• E-newslettersBuilders = Boomers =Bust =Echo=

• Events: Galas, Auctions, etc.

• Websites• Social Media:

– LinkedIn– Facebook– Twitter

What Now?

1. Take a look in the mirror

How do you stack up?

- Database

Examples of a database: Microsoft Excel Note/Index cards Legal Pads Microsoft Access QuickBooks or Peach Tree

Are these programs adequate to track this type of information?

What Now?

1. Take a look in the mirror

How do you stack up?

- Database- Website

Do you have a website strategy?

Whatis happeningwhen?

Get involved

Donateonline

Contactus

Upcoming events

What Now?

1. Take a look in the mirror

How do you stack up?

- Database- Website- E-mail/Communications

Real Life Example….

Dec 11:Subject line: Urgent Appeal: Your gift

to CRS is vitally important!

Straight Appeal Static donation formRaised $112,000.00

Source: Laura Durington: CRS Social Media Presentation-AFP Maryland

Dec 29:Subject line: Only 48 hours left to

make a tax-deductible gift!

Added “hotspot” text

Added video message from our president (that plays right on the donation form)

Added a strong pull-quote

Raised $112,000.00

Source: Laura Durington: CRS Social Media Presentation-AFP Maryland

Dec 31:Subject line: Final Deadline: Last

chance to make a tax-deductible gift

New “hotspot” textKept video message

from our presidentNew pull quoteRaised $119,000.00

Source: Laura Durington: CRS Social Media Presentation-AFP Maryland

What Now?

1. Take a look in the mirror

How do you stack up?

- Database- Website- E-mail/Communications- Social Media Presence

Building out your strategy with eTapestry:Acquisition

Cultivation

What Now?

2. Plan

Make it a priority

- Set Aside Time for Review- Add to Board Agenda- Seek Professional Assistance

What Now?

3. Continuous Evaluation

Must be Measurable

- Website Hits- Fundraising- Donor Retention- Communications

- Cost vs. Results- Social Media “Friends”

What Now?

4. Have Fun!!!

- Try New Things- Get Creative- Share your passion for your

mission!

Resources• Getting Started with Facebook• Beth Kanter Blog – How Nonprofits Can Use Social Media• Blackbaud – Raising Money During Challenging Times• Getting Started with Google Analytics• LotusJump – Website Marketing Made Easy• eTapestry Home Page• Contact eTapestry for Guidance• Seattle Young People’s Project Bowl-a-thon Event Fundraiser• School on Wheels – Sally’s 40th Birthday Fundraiser• Up Next: Generation Change and the Leadership of Nonprofit Organization

s• Generational Characteristics• Mixing and Managing Four Generations of Employees

Question and Answer Time

• Do you have a success story you want to share?

Question and Answer Time

• Do you have a success story you want to share?

• What are some things you’re working on right now?

Question and Answer Time

• Do you have a success story you want to share?

• What are some things you’re working on right now?

• What are some things you struggle with?

Mark R. Scott III, MIS-MPAeTapestry6107 W. Airport BlvdGreenfield, IN 46140888.739.3827 ext 7229 (Office)317.336.3857 (Direct)317.509.9912 (Cell)mark.scott@etapestry.comwww.etapestry.com

Your Facilitators Today

Marty Jacobs, PresidentSystems In Sync360 Cadwell Rd.East Thetford, VT 05043802-785-2611 (v)802-785-3151 (f)603-208-8200 (c)marty@systemsinsync.comwww.systemsinsync.com