3 Selecting and implementing an internet strategy can be a very confusing process; mostly because the internet is a constantly evolving landscape. No longer exclusive to teenagers, social media has become the #1 activity of the Web. Think back to the launch of Facebook, Twitter, YouTube and most recently, Google+. Today, these platforms cater for billions of active users with 71% of people accessing these networks from a mobile device. YouTube is now the second largest search engine in the world after Google and if Wikipedia were made into a book, it would be 2.25 million pages long. That s a lot of online content. The revolution of the online world is inescapable. Surrounded by instant messaging and 24/7 accessibility, Generation Y and Z consider passé and children are being taught on ipads from as early as kindergarten. Every second two new members join LinkedIn and on Instagram, more than 60 million images are posted daily. This shows just how quickly the internet landscape is shifting. Adding to the confusion are the internet s thousands of consultants and suppliers with their expertise and claims to get you on the front page of Google or to turn your website into a money making power tool for just $29.95 a month. While some of these offers have merits, in our experience they are no substitute for the type of comprehensive approach that DMS delivers. DMS s MAILman solution encompasses more than just , including and leveraging upon the benefits of all marketing solutions such as direct mail, telemarketing, , Google, SMS and more. We find the best results are delivered through an integrated marketing approach by combining each of these media channels in clever, appealing, and targeted ways. We will help you determine what makes sense to your customers. What s more, we are driven by conversion rates and real numbers, so our efforts are focused on areas that actually deliver results, not just page impressions or clickthroughs. At the heart of this offering is the MAILman application. For over 20 years MAILman has provided a comprehensive and robust solution for Not-For-Profit and commercial organisations alike. MAILman s web integration is focused around these components: - The MAILman application itself; - The MAILman Web Integration Core; - Specialised pages such as Donate Now, Online Store etc; - Charity Champions Event management system; - A variety of services such as web design, custom development, graphic arts, search engine optimisation etc. We find that this solution is the most comprehensive and most flexible for our clients. For example, in some cases our customers already have a website and content management system and choose only to use MAILman for their Donate Now or Event Registration pages and campaigns. Others choose to roll-out MAILman across their entire website. In some cases DMS hosts the MAILman database and website for clients, while in other cases clients have sufficient IT infrastructure to host the database and website themselves. All of these options are available to you. Talk to DMS about your particular requirements to find the solution that s right for you.
4 Direct Marketing Software was established in 1987 by its founder and owner, Mike French. Mike combined his expertise in both software development and marketing to produce DMS, one of the most comprehensive ranges of software applications for the marketing industry anywhere in the world. Here are some of DMS s achievements and capabilities to date: Established % Australian owned & operated Head Office in Brisbane with staff in Sydney & Melbourne Develop all products in-house One of Queensland s Top 400 privately owned businesses Nearly 1,000 customers across all three sectors (Government, Commercial & Not for Profit) Long time member of the Australian Direct Marketing Association and Fundraising Institute of Australia Product Range includes: MAILman Enterprise: Commercial CRM MAILman NFP: Fundraising CAMPAIGNman: Campaign management POSTman: Entry level postal barcoding software POSTman Enterprise: Enterprise level postal barcoding solution POSTman Professional: Medium Level List management application LISTman: High End List Management System Bizeo: Business Monitoring system Website Development, Marketing & Consulting While each of DMS s applications can be operated independently, our most powerful offering lies in the ability to provide a one-stop marketing solution, which combines traditional direct marketing with state of the art online solutions.
5 MAILman is part of a comprehensive marketing solution developed by DMS. Created using over 25 years of global direct marketing experience, MAILman delivers capabilities that are the result of the newest and best software development techniques. While MAILman has thousands of different capabilities and features, for most customers it delivers three key advantages: 1. MAILman is a comprehensive solution covering all of your fundraising, membership, event, merchandising, website, and other marketing programmes; 2. MAILman s flexibility allows it to be modified or adjusted to particular business requirements, even if that means simply removing the features you don t need; 3. MAILman is a robust solution with security, ease of use and data quality capabilities that provides users with peace of mind. While this document focuses solely on MAILman s Web Integration capabilities, MAILman also covers all of your traditional fundraising and donor support needs as well. For example, MAILman is designed to support high speed processing and fulfilment of a wide range of fundraising transaction types. More details about MAILman s broad range of capabilities can be found in the separate MAILman- NFP Overview document available from DMS. For now, here is a list of some of the key modules and capabilities of the MAILman Fundraising Solution: Donations Events Subscriptions Soft Donations Trusts & Foundations Art Union/Lottery/Raffles Document Management Integrated Postal Barcoding Issue Management Business Analysis Tools Event Charity Champions Memberships Gifts In Kind In Memoriam Donations Merchandise Sales Pledges Electronic Credit Clearance Data Quality Management Campaign Management Bequests
6 The MAILman Charity Champion Event system is a fully automated online fundraising solution that allows a not-for-profit organisation to fully realise not just the giving potential of their supporters but of their supporter s network of friends, family and colleagues as well. This system allows an organisation to define charity events of a wide variety of types including fun runs, bikeathons, readathons, in fact any type of community event in which the organisation wishes to raise funds through active participation from their supporters. Charity Champion Events are designed to be plugged in to an organisation's existing website or a dedicated website designed specifically for your event. The MAILman system then provides all the technical capabilities to support registrations, donations, leader boards, merchandise sales, social media integration, payment handling and campaign management. Some of the MAILman Charity Champion system features include: Integration with your MAILman system, meaning no re-keying or data transfers Automatic registration for individuals, families and teams Flexible leader boards Search for a fundraiser facility Data quality integration built in Duplicate detection Merchandise sales Lottery ticket sales User defined fields Complete supported dashboard Supporter blog and photo upload capabilities The MAILman Charity Champion Event system benefits from all of the advanced features that come with the MAILman application. This allows you to maintain donors and transaction details online and offline. All payments are processed through your MAILman credit card clearance gateway and the system utilises the MAILman ebroadcaster and CAMPAIGNman campaign management system. With this system you need only to have basic HTML skills and a good working knowledge of the MAILman system in order to construct your own fully customised and automated fundraising platform.
7 Combined, your supporter base and the viral communication capabilities of the Internet can be an extremely powerful fundraising tool. Champion pages allow individual supporters to establish their own presence on your website and then invite friends to sign-up and contribute to your organisation through a variety of techniques and media. Individual supporters can establish fundraising targets and see the results of their efforts in real-time as they send their messages and requests for support to their friends via , social media and other means. Now, your organisation can leverage upon the social networking craze that has taken over the internet in recent years. While there are some providers who offer these sorts of facilities, potential donors end up being driven to their website, not yours. Running your Champions campaign on your own site ensures that all funds and new supporters will be drawn to your website and their details will be stored in your database, thus allowing you to more easily engage with these new supporters in the future. These types of programmes are particularly favoured by young people and champion pages allow you to capitalise on their enthusiasm and global social networking skills. There are a range of ways in which Champion pages and networking programmes can be established and conducted, so speak to your DMS representative and get their advice on which approach would be most appropriate for your organisation and supporter base. For most charities, the first priority is to allow online supporters to make donations over the web either via a website or in response to an campaign. DMS has conducted in-depth research into online donations and donor behaviour, the results of which have been used to develop unique donation pages to facilitate this process.
8 At first glance the Donate Now page may look pretty much like any other online donation form but there are a range of design features and technologies that set it apart from other donation pages:
9 - In place client side field validation: This means that data being entered into any field is immediately validated and users are notified if data is invalid/fields have been missed so they can re-enter details without having to refresh or go back. - Built-in data validation: This includes using the latest and most advanced technology to validate all fields entered into the form, including Credit Card details and address details which are checked against the Australia Post database. - Duplicate detection: Because your website is linked directly to your MAILman database, MAILman is able to automatically detect and mange duplicate entries. High confidence matches are handled automatically by the website and transactions are added to existing client records. This means that no duplicate records are created in the database. Unsure matches are handled through a notification system and are sent to an operator for confirmation. - Integrated Content Management: You can quickly and easily manage the content on your website. For example, the blurb at the top of the Donate Now page can be changed by any authorised MAILman user without need for any specialist technical skills. - New Appeal Creation: New appeals can be added to these pages simply by checking the Publish to Website check box on any appeal in MAILman. - Live Transactions: Transactions are entered live into the MAILman database, eliminating the need for rekeying or file imports. - PDF Capabilities: PDF receipts are automatically ed to the client or alternatively, the client can elect to have one sent to them in the post. - Pledge Donations: Both one-off and regular pledge donations are supported. - Credit Card Clearance: Credit cards are cleared through MAILman, including electronic clearance options through PayPal and other service providers. - Security: These donation pages are protected by SSL encryption (the little padlock that displays on your browser). There are also a number of measures that are taken behind the scenes security is part of the inherent structure and design of DMS products rather than an afterthought. Furthermore, security is an ever evolving field so DMS constantly reviews security best practices and responds quickly if new attack methodologies are developed.
10 One of the key design features of many of MAILman s web pages is the reduced number of fields donors are required to fill out. Studies have shown that each additional field on a web form can reduce the donation completion rate by as much as 5%. With this in mind, DMS has developed a specialised Quick Donate page to complement the Donate Now facility. MAILman s broadcaster adds special Donate Now links to your forms. When a donor clicks on these links, they are taken to the Quick Donate page and their details are automatically retrieved from the MAILman database through a secure process that ensures no personal details are sent in the solicitation .
11 All the donor needs to do is check the suggested giving amounts, cause, and enter their credit card details. That s it! This process makes it so easy for your donors to respond and, according to our research, can dramatically increase your income levels as well.
12 The way in which your audience engages with you on the internet is changing. Not only are global sales of PCs and laptops declining dramatically but they are being replaced by the rapid adoption of mobile phones and tablets. In fact, it s been predicted that in 2014 mobile will overtake desktop Internet usage and 70% of mobile searches will lead to online action within an hour. This makes it imperative that your online marketing strategy not only includes mobile but makes it a priority. While virtually all websites can be browsed from a mobile device the experience is often far from satisfying. Good mobile marketing strategists know that your website needs to be dynamic or in technical terms, active. Active websites automatically determine what type of device is being used by your customer to browse your website and changes how it looks and works accordingly. These days there are a myriad of devices in the marketplace. Not only are there the Apple devices and Android devices but these can then be broken down into mobile phones, tablets and even phablets devices that are somewhere between a mobile phone and a tablet. Webpages and in particular forms need to change dynamically depending on the device being used and even need to respond and adjust when the device is rotated from portrait to landscape. If all of this sounds complex, the team at DMS know exactly what to do and can guide you through the process of making sure that your website is ready to engage your supporters on the devices that they have with them 24/7. If you want to take the next step in mobile engagement you can create your own apps for those special events or functions. Apps can engage your supporters on a whole new level and DMS can now provide you with app development services on both the Apple and Android platforms. If you already have an app developer our technical team can provide live interfaces from the MAILman platform so that your app developers can tap into your MAILman database in real time.
13 Traditionally engagement with your supporters has been based around campaigns and events but the web provides a whole new level of supporter engagement possibilities. Now you can interact with your supporters and provide a range of options and services 24/7 through your own supporter portal. The portal can take a variety of forms but you need to speak to your DMS representative to work out what options will be best for you. Here are just a few of the things that DMS has delivered in supporter portals for our clients. Allow your supporters to update their own contact details so you never lose track of them again Sophisticated preference pages allow you to go beyond just unsubscribe. Now you can let your supporters tell you exactly how they want you to engage with them, what their areas of interest are and how often they want you to market to them and in what way. Allow donors to see their complete donation history online, reissue their own receipts and generate statements for their tax return Lottery ticket purchasers can check on their recent ticket purchases, view their ticket numbers and check to see if they ve won or not Champion event participants can manage their entire fundraising profile, even across multiple events simultaneously. They can communicate with their own supporters, update their blog, photos, videos and other social media details. They can download resources and manage their team and family members. Clients can search for services, update their health plans and outcomes and access the best advice in real time. Volunteers can update their skill sets and availability, certifications can be maintained and even applied for online and specialist resources can be provided to specific individuals based on their credentials or security clearance. With the right supporter portal your organisation can have an increased level of engagement for both supporters and clients while at the same time freeing up your staff to focus on essential services delivery rather than processing tedious requests.
16 This facility is similar to the Donate Now and Quick Donate pages, the major difference being it allows for Art Union/Lottery purchases. Like the donation equivalents, these are live transactions fed directly into the MAILman database. As such, ticket numbers are pulled from the same pool in real time as orders are being entered directly into the MAILman application. Like the donation pages, customers can elect to receive their Art Union tickets as a PDF attachment in an automated or via the post, and both one-off buys and standing order purchases are supported. These pages also support all the same client side field validation, data validation, duplicate detection, integrated content management, new product creation and security features, as well as a Quick Buy facility similar to the Quick Donate facility.
17 This facility is similar to the Donate Now pages, the difference being it allows for sale of standard products using a traditional shopping cart structure. Again, these are live transactions fed directly into the MAILman database and adjust for example, stock levels, in real time. This facility also supports all the same client side field validation, data validation, duplicate detection, integrated content management, new product creation and security features.
18 MAILman s Event Management System can be taken online with the Event Ticketing page. This page allows for a variety of options including; multiple event and venue support, online payment processing, automatic ing of tickets, protection against over selling an event and more. MAILman can take your event management process to a new level with the capability to perform online and SMS booking confirmations and automatic s to provide customers with pre and post event information and marketing material. Of course it ties directly, in real time, with your direct mail and telephone bookings as well. This means that you will never over book an event again and that you can maximise the potential of your event attendees, increasing your attendance and through automatic follow up processes post the event.
19 MAILman now incorporates a comprehensive campaign management system in the Web Integration Core license. It must be linked to each of the website pages in which it is used. The content management system is generally used in the following types of pages: Standard pages such as your homepage or information pages; News pages; Blogs; Product Information pages; Headers of transaction pages such as Donate Now etc.
20 Most of the transaction pages that are linked to MAILman automatically include a header controlled through the content management system. Areas such as blogs and news pages require additional setup, but once established all content is created and maintained through the content management system. Generally, a blog or news section takes about one day to set up with a customer s particular layout and requirements. For details regarding your requirements, speak to your DMS representative. RSS or Really Simple Syndication is a technology that makes content available to individuals interested in a particular area. This is especially useful for blogs and news pages where supporters may be interested in receiving regular updates but don t want to be ed incessantly. RSS is what we call a pull technology (rather than a push technology), meaning the end user is in charge of their content consumption content cannot be thrust upon them. Also, there are no spam filters or other issues blocking the delivery of RSS content. DMS incorporates RSS support in both news and blog pages when they are established. It is important to note that Google and other search engines love live content, which is why blogs and news pages are so useful in driving search engine source traffic. By implementing content management system support across your web pages and encouraging your marketing staff to regularly update content, you ll actually improve the chances of Google crawling your site more regularly and raising your rankings.
21 Search Engine Optimisation (SEO) is the process of using techniques to improve the ranking of your website in a search engine s natural list (the main list of unsponsored website links that appear, for instance, on the left hand side of the Google search results page). When somebody searches for a term related to your product or service in a search engine, it is extremely important that your website is returned on the first page of results. There are a number of ways to influence these rankings, but unfortunately some experts make outrageous claims in this field so you have to be careful when taking up offers. Some SEO providers use unscrupulous methods that might result in your website being blacklisted by Google. This can have a devastating effect on your website search results and virtually drop you from Google s results list completely. What s more, Google is constantly changing the rules. Google experiments with its search engine algorithms constantly, in fact, Google recently disclosed that its algorithm for determining rankings is changed more than once a day. Here are some of the techniques that deliver improvements in Google rankings: Placing search terms in the URL; Placing search terms in the heading and/or repeatedly throughout the text of your content; Increasing the number of reputable links to your site; Using Google AdWords ads to drive traffic. Here are some of the things that we have seen promoted over the years that don t work: Phrases in meta-data: Google now knows not to search through meta-data and focuses on the core content itself; Hidden Text: Google is capable of determining which text is visible and which text is not. If you use hidden text, you may be penalised by Google; Link farming: where a number of websites are linked to each other to improve Google link rankings. Again, Google may penalise you for using this tactic. While these are the basics, there are hundreds of other issues to consider as well. Google optimisation requires the coordination of both skilled copywriters and software developers. DMS does not make exaggerated claims with regards to our performance results; our team simply includes skilled copywriters and technologists who have developed considerable expertise and experience in these processes. Search Engine Optimisation is not a one off practice however, it is a constant process of experimentation, analysis and refinement. It should also be performed in combination with other tools such as Google AdWords advertising and analysis of site visitor behaviour and conversions. DMS can provide a range of services including: An initial website audit providing you with recommendations; Monitoring of your website and analysis of Google Analytics results on an ongoing basis; Review or authoring of content by our own copywriters; Landing page creation and management; Search phrase discovery: we can tell you which common search phrases are being used to discover your site and even the search phrases being bid on by your competitors. Global site ranking analysis; Global site ranking analysis
22 Did you know that these days you have to write copy that is appealing not only to your customers, but also to Google? How you write the copy on your website can have a huge effect on your search engine site rankings. It is no longer enough to just be a good writer you need to understand how Google and other search engines index pages as well. This can be a bit daunting for many copywriters who are typically more creative than technical. Fortunately, DMS has copywriters on staff who are trained in search engine optimisation and who work closely with our developers and analytics team to produce copy that will create the best results for your website. With the right knowledge you can even set up pages on your website, such as your homepage, to display differently depending upon the search terms people have typed into Google. There are lots of techniques you can use, including specialised landing pages, proper use of headings and highlighted text, that when combined maximise the effectiveness of your website. DMS can review and provide suggestions for your existing site and we can even look after all of the copywriting for you. Speak to your DMS representative for more details regarding this service.
23 It used to be that a good graphic designer only needed to know how to make a page look visually appealing. These days, a good graphic designer has to be a savvy web designer as well. They need to understand how people view pages, how layouts will affect click-through and completion rates, performance, and the indexing of your site by Google and other search engines. DMS has in-house graphic designers who are just as familiar with creating innovative, usable web pages that produce measurable results as they are creating printed brochures. Better still, because they are skilled in each of these areas, they know how to produce a single, cohesive branded message across all of your media, including direct mail pieces, banner advertising, website layout, campaigns and even print ads. If you would like to know more about the services that DMS offers in this area, please speak to your DMS representative.
24 Unfortunately, there is a danger in taking your organisation online. While issues such as fraud, hacking, and even data theft are always a problem even in the normal bricks and mortar world they are worsened by the technical nature and global reach of the internet. Security is central to all of DMS s development work. Every one of our development staff are trained extensively in security practices before they are allowed to write one line of code for our customers. Our practices are constantly reviewed and updated with frequent bulletins going out to our staff. We also perform constant researching and networking in the security area. DMS has developed skills and processes to help protect our customers from the dangers on the internet. For us, security is not an after-thought; it is an issue that challenges us on a daily basis. For example, did you know that: In May 2008, the Epilepsy Foundation s American website was hacked. The hacker posted hundreds of rapidly pulsating and flashing images and links to more pulsating images on the foundation s website, triggering severe migraines and near seizures for some visitors. According to Not-For-Profit organisations in the United States report data breaches and security failures almost daily, culminating in the exposure of over 229 million records containing sensitive personal information. Very few Not-For-Profits have established policies and procedures for protecting their database either online or in-house. Many charities may be unwittingly helping credit card thieves. Not-For-Profit websites are frequently used to confirm the validity of stolen credit card numbers. Small donations are made using stolen credit card details to confirm the card is still valid, thus increasing their value to potential buyers. DMS can not only help your organisation with the technical aspects of internet security, but also with the development and implementation of proper policies and procedures to ensure all reasonable efforts are made to protect your supporters privacy and security. If you would like to know more about DMS s security expertise and procedure development options, speak to your DMS representative.
25 When DMS began developing its web infrastructure, we evaluated dozens of broadcasting applications and services with consideration to integrating them with MAILman. After all, why re-invent the wheel? However, after much investigation we found that most systems fell short of our expectations. In particular there were a number of special requirements that very few could meet, such as the ability to create merged PDF attachments for the creation of donation receipts, lottery tickets etc. As a result, DMS created the ebroadcaster application which is part of the MAILman Web Integration tool kit and acts as a central electronic message manager for your organisation: - Create target campaigns using your MAILman database or from external lists; - Integrates completely into MAILman s receipt/invoice production process; - Receipts/tickets, invoices and other complex forms can be merged, converted to PDF and attached to outgoing s automatically; - Full mail merge personalisation; - Special linking support for MAILman s Quick Donate and Quick Order pages; - Built-in unsubscribe handling; - Automatic handling and reporting of bounce-backs; - Complete integration with CAMPAIGNman for campaign results analysis; - Analyse delivery statistics, closure rates and income; - Integrates directly with both your website and other external applications; - Automatic privacy, preference and blacklist handling; - Control the frequency of solicitation sent to each address e.g. no more than one solicitation per week; - Supports multiple domains and broadcast profiles; - Delayed broadcasts e.g. do not send before 6pm tonight; - Separate merge templates for HTML and Non-HTML clients; - Automatic online viewing of s for recipients; - Integrates with MAILman s Content Management system for HTML form design; - No per sent charges or monthly subscription fees. - Now with SMS campaign support!
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