How to avoid mistakes when purchasing software or hiring new vendors
Interview with Maureen Walbeoff, Nonprofit Digital Strategist & Technology Coach, MeetMaureen.com
About Maureen
As a solo consultant, Maureen provides solutions and support to nonprofit staff who are struggling to solve their nagging technology problems. In addition to her work with clients, Maureen has authored two guides on nonprofit engagement software, blogs at her website, and is a regular contributor to nonprofit industry media channels. She has led dozens of workshops around the country at AFP conferences, bbcon, and Bridge, and is one of Idealware’s expert trainers.
Services Maureen provides
As lead of Firefly Partners, a creative digital agency for nonprofits, I realized that most nonprofit ‘accidental techie’ staff are feeling overburdened and underserved by the systems and software they use to engage supporters. They aren’t confident in their ability to buy and use the right platforms.
I help non profits understand the software they are using now, where their data goes, security issues, how to evaluate their tech requirements, whether its fundraising systems, customer relationship managements systems or often, content management systems.
Other services I provide are training plans, where I assess if the system works with staff’s technical capabilities. I also review proposals and contracts so non profits can be sure they really know what they are buying.
Why do non profits usually buy the wrong software?
Reason 1: Not for profits are generally not informed consumers when it comes to technology. While there are resources such as NTEN, TechSoup, and Idealware, the average non profit does not have the time to conduct research. There’s also so much jargon that tech has become mystifying. We are so used to allowing apps that just do complicated things easily, that we can’t think through our decisions.
Reason 2: We also choose software because the “cool kids” are using it. We all tend to pay attention to Facebook groups or message boards, or other places where we get information from our trusted peers. Most of the time, people will ask for opinions on software, saying “we need a new xxxx, what are you using?” The problem is that your needs may be different from the peers giving you the recommendation.
Reason 3: Most of us in the NFP tech space have been burned by bad buying decisions, as we didn’t know what questions to ask. So we are all in flinch mode, waiting to be taken advantage of. It’s no way to live and do business. You’ve got to find partners you can trust who will explain things to you.
Reason 4: Software has gotten very complicated, and I find that most NFP teams feel overburdened and very under served by their technology. They are working for the system, instead of the system actually being configured to meet their needs, and guide them in how the system can help them move their mission forward.
Reason 5: The abundance of choice in our market also means that people either use workarounds forever, because they are overwhelmed by the large number of potential systems, or they are constantly searching for the perfect system. As they don’t even really know what they need, no system is ever going to be a right fit for them.
How Maureen helps non profits figure out their requirements and the best system to meet their needs
Before purchasing software, non profits need to ensure they know what their requirements are, and then they can find the best system to meet their needs. They need to be aware of their problems, how the software can solve the problems, how to run tech projects, as well as how to identify and solve problems.
I lead my clients through a requirements gathering exercise with a worksheet, in order to assess what software could do for them. For instance, if you want a new website, I ask, what are all good things your site is doing now, how can you preserve those, and what are you missing? How high of a priority are the good elements? What features are essential and what can you do without? I also help non profits assess their staff’s tech capabilities. For instance, with a content management system, are you comfortable managing it in house or do you need to find a tech expert? Do you need a WYSIWYG feature forever, or can someone with knowledge of HTML and CSS maintain certain sections?
What should non profits look for before hiring a vendor?
Find someone who has demonstrated experience working with non profits. You want someone who assumes your organization has gaps in technical knowledge, and then quickly customizes the level of conversation to where you’re at. Be transparent with prospective vendors and tell them what your needs are, and what you need training on.
Vendors are great and serve a purpose, but they come and go. You also want a company that will act more as a partner, a firm that is invested in your success, who demonstrates that commitment by the level of strategic guidance they give, along with hands-on-keys support.
When working with a vendor, should you choose a solo vendor or a big firm?
There are pros and cons to each. A single website vendor, for instance, will do more handholding. You may also get a more personal or local experience, someone who will come into your office once a month, and with whom you can build a relationship. It’s also often much less expensive to work with a single person. Big firms may be somewhat more impersonal and are often more expensive to work with. However, they will usually have more than one person available to work on your website, which be a problem if anything happens to your single vendor.
For more information on what questions to ask a vendor, read Maureen’s article, “Five questions to ask before signing a contract.”
And click here for Maureen’s weekly tech tutorial.