3. From Curious Prospect to Donor
1. Make sure they can find you online
(natural acquisition)
2. Purchase names of like-minded people
(paid acquisition)
3. Make it easy for them to sign up
(conversion to list)
4. Convince them to Give (conversion to
donor)
Strategically communicate with them
Engage them in your story (social media)
Make it easy for them to spread the word
3
4. Which Tools to Use at What Stage
Natural Acquisition Paid Acquisition
- Optimized Website - Paid media buys
- Social Media Profiles - Paid search ads
- Universal Search - Email List relationships
Conversion to List Conversion to Donor
- Email testing - Personalized welcome email
- Landing Page testing series
- Web usability studies - Calendar of email messages
- Social Media1 & offline
engagement
4
6. Overview of Search Engines
Why do we care about Search?
91% of internet users use a search engine1
87% of people click on the natural results (vs.
paid)
The Big Players
Google, Yahoo!, and Live.com
Google has 70% of the search marketing share,
accounting for 70.77% of all US searches.2
Each has computer algorithm to rank your
pages in the search results.
6
7. How Search Engines Work
Google, Yahoo!, and Live create their listings automatically.
They use “spiders” or “bots” to "crawl" links to web pages1
and add those web pages to their index.
Keyword Phrases
When a human visitor to the engine puts in a keyword
phrase, the search engine is focused on serving relevant,
fresh content that the engines think is matched to the
searcher’s intent.
7
8. It’s not about the keywords You
want to be found on.
It’s about the keywords the
searcher uses to find you.
8
9. How people search
87% of people click on natural search
results
Only 48% even see paid ads
Most people search for information, smaller
% for commerce
People click on the word in results that
matches their query word1
58% of all queries are three or more words
9
10. How People Search
The Long Tail of Search:
3% of Excite’s search traffic was 3 keywords – 97% of the rest
was in the “long tail”
Amazon.com makes 57% of sales from keywords outside of the
“popular” terms.
10
11. How Does a Search Engine
“Read” A Page?
Remember…it’s a computer
algorithm
11
12. It’s a Translation Problem
A search engine tries figure out what your web page is
about through its pieces.
The spider reads just text, not images or flash. It also
evaluates inbound links to determine relevancy.
12
13. Search Engines are Computers
A Lost in Translation example:
“My Apple is a lemon”
It could mean your page is about fruit
If the words “computer” also appears nearby,
the spider determines that the phrase is about
computers.
13
14. Writing Spider Friendly Online Copy
Writing tips for online copy:
Use contextual words in proximity to the
keyword phrase
Repeat the keyword phrase & variations
Use Headers like a table of contents
Strategically link to the copy, and use the
keyword phrase in the link text.1
Use alt tags for images, so that spiders can
“read” the image
14
15. Every page matters
Search engines don’t see “home” pages
Every page is an entry page for searcher
Conversions from landing pages for
targeted keywords can be improved through
testing
15
17. How Google’s Search Results Work
Algorithm has 200+ factors, some weighted more
than others. We know about 40 parts of the 200.
In 2007, the Google algorithm changed 9 times
per week.
Only 2 web pages are listed for one company, so
one company could rank for the first 152 slots, but
will only show up in the #1 and #2 spot
Influenced by:
Personal search (geo location, login)1
Universal search2
Behavioral search (previous browsing history,
bookmarks, intent= shopping vs. researching)3
17
18. What Impacts Your Search Rankings?
1. The changing search engines
2. Your changing competition
3. Your website constraints
Architecture/Links
Content
Site load speed
Code use
None of these are under your control
18
19. How do you Tackle the Challenge?
Keyword research
for each page
Competitive Analysis
of site and current online marketing efforts
Analyze your site
how each page ranks for each keyword
Repair/Enhance site
Submit non-indexed pages
Monitor rankings/Analyze reports
Fix/develop links & Universal Content
Repeat
19
22. Paid Online Advertising
Two Models
1. Pay per impression (like traditional media
buying) for either a week or month (CPM)
Can place graphic banner, flash or video
Or could pay per name acquired (CPA) - though
select networks
2. Pay Per Click (PPC)
Used on search engines, and through Google
network (blogs and other sites - NYT)
Pay per keyword
Placement based on bid as well as “Quality Score” 1
which is tied to ad performance (conversions)
22
23. Email List Buys
Three Types
1. Purchase of email addresses (ie JohnKerry.com)
Negotiated with website owner
Pay flat rate per email, without deduping from your list
1. Sponsored Email
Negotiated with website owner
Pay flat rate per email, without deduping from your list
i.e. Amnesty sends a message to members about IRC issue
1. Care2.com petitions
Price negotiated with Care2.com
Supply them with petition text and follow up email text
You pay per names delivered
23
24. Questions @ Paid Acquisition?
Traditional media buying
Pay Per Click advertising
Email buying
24
26. Conversion to List
Goal:
Make sure that no one who interacts with
your landing pages, or website gets
confused or distracted during the sign up
process.
26
27. Conversion to List
Landing Page Testing:
Consistent messaging from email or ad to landing page
A/B or multivariate testing
Personalize landing page based on passed through
personal data
Create header phrases based on best practices & test
Usability testing and eye tracking to enhance page
conversions, effective content, navigation & layout
Make conversion compelling & clear
. 27
28. Conversion to List
Web usability testing
On the Web, usability is a necessary
condition for survival. If a website is difficult
to use, people leave. You can test the
usability of your website.1
American Heart Association increased their
online donations by 60% in the first month
after implementing improvements based on
usability testing.2
28
29. Conversion to List - Web Analytics
Monitor how prospects navigate your site to
improve conversions
Traffic source (email, natural, paid, links from
other content?)1
What do they do when they arrive?
Is there a drop off in traffic through funnel? 2
Keep in mind that web analytics is a
trending % process, part science/part art
29
30. Web Analytics Terms 101
1. Unique visitors, not “hits”
Hits – Measures every element that loads when a visitor request
a page (images, javascript, the html itself).
A visitor requesting a page with 30 elements would register as 30 hits!
This is an inflated # you shouldn’t measure.
1. Bounce rate – Measured in two ways:
% of visitors who see just one page on your site, or
% visitors who stay on the site for a small amount of time (usually
five seconds or less).
Your homepage bounce rate should be 30% or less
1. Conversions – the # of visitors that did what you wanted
them to do when they were on your website
For example: donate, download a .pdf, sign up for a newsletter
Industry standard conversion rate is 8-10%
30
31. Questions @ Conversion to List?
Landing Page testing
Usability Testing
Improving web site conversions
31
32. Conversion to Donor
Email welcome series
Calendar of email communications
Social Media & offline integration
32
34. Conversion to Donor - Email
Converting new names to supporters requires
welcome series email
Best Practice for Welcome Series:
Action email first, not generic welcome message or ask
Match action email to the prospect’s sign on issue
Ask for donation within the first week
Segment these names for at least 2 weeks before
adding to generic messaging
Test message elements to increase conversions (from
line, subject, copy, headers, link text, signer, P.S.)
Test landing pages to increase conversions
34
35. Conversion to Donor - Email
Personalize the Message
Segment list
Ask for preferences in issue, frequency of
message
Send them messaging based on preference
Personalize based on donor’s info/web activity
35
36. Calendar of Email Communications
Create messaging so that it’s a building
conversation
Test individual messages
From line, subject line, body content, links, headers, call
to action, signer, P.S.
Measure success based on:
Rates for: delivers, opens, CTR, and landing page conversions
Overall: Cost per acquisition/email. Donation average per
acquisition/email. Overall number and type of touch point per
donor/activist
36
37. Email – Mobile challenges
Unique Challenges with Mobile users:
Emails and web pages need to be designed
for mobile use, otherwise renders weird.
Mobile traffic is not caught through
traditional web analytic programs because
JavaScript is not executed
Additional mobile analytic programs or add-
ons are required
37
38. Conversion to Donor – Social
Media
Monologues are over, no more: I’ll publish and
put it out there and you’ll consume and you
better not complain!. It is now a dialog.
- Avinash Kaushik, Occam’s Razor
38
39. Conversion to Donor – Social Media
Engage Them in Your Story
Social media/web 2.0 = Web pages created by
all users without central control
Good for:
Listening to better understand supporters (focus
group)
Spreading the message about missing
Building attachment to mission
Building closer grassroots relationship among
supporters
Having donors help define national issue focus
39
40. Conversion to Donor – Social Media
Enable them to Spread the Word
Ask them to forward email
Post online content that is easily shareable
To the prospect’s blog, Facebook profile, etc.
Ask them to invite others (to social profile, to
petition, etc)
40
41. Social Media – Tracking & Testing
Testing & Improving Social Media’s role in
conversion
Calls to action (eye tracking), frequency of use
of platform tools (posts, sent emails, etc) cross
campaign
Track keyword activity cross social media
platform (online reputation monitoring)
Track visitors/subscribers, stickiness, #of
comments, and conversion based on platform,
increased traffic to your website.
41
42. Conversion to Donor – Integrated
Higher Donation Rates & Long Term Donor
Value with Campaigns that integrate online,
DM, TM and face-to-face engagement
42
43. Questions @ Conversion to
Donor?
Email welcome series
Calendar of email communications
Social Media & offline integration
43
44. Summary
Natural or Paid Acquisition
Focus on words, analytics and testing
Ease of Sign up
Use best practices, consistent messaging, and
test for usability
Getting them to Give
Personalize messaging based on prospect’s
interests
Coordinated multichannel works best:
Email,
social media, DM, TM and face-to-face for
donor conversion and evangelism
44
45. Appendix
More info
Additional Learning Resources
45
46. More about Google
Google’s aggressive Spam filter is
committed to delivering quality results
matched to the searcher’s intent.
Filters out pages with:
Redirects
More “garbage” vs. good content
Deceptive coding (this is always changing)
Non-unique pages
Sites that only contain inbound links
Same/similar colored text and background
If found to be Spam = not listed
46
47. Some of the factors we know about
Freshness1 Page Load time2 Complexity of Page Code3
Title Tag4 Meta Description tag5 Meta Keyword tags6
Heading Tags7 Alt attributes8 Links9
Body Text10 Keywords used11 Keywords in file name12
Number of outbound links13 Number of inbound links Internal linking structure14
Keyword proximity to keyword density on page
determine meaning
47
48. Additional Tools
Analyzing your competition:
SEO for Firefox
SeoMoz’s Tools
Compete.com
Picking keywords:
SEO Book’s Keyword Tool
Understanding how the Engines see yrou
site:
Google Webmaster Tools
Yahoo Site Explorer
Live Search Webmaster Central
48
49. Learn More – Search Marketing
My blog: Search Marketing for Nonprofits Blog:
http://Searchmarketingfornonprofits.wordpress.com
How Search Engines work:
http://searchenginewatch.com/showPage.html?page=2168031
The expert on linking strategies:
http://www.ericward.com/
SEOMoz
http://www.seomoz.com
Bruce Clay’s blog
http://www.bruceclay.com
Search Engine Optimization: An Hour a Day (book)
http://www.yourseoplan.com/
49
50. Learn More – Web Analytics
How web analytics is like using Evite for a holiday party
Occam’s Razor by Avinash Kaushik
Web Analytics Demystified (book)
http://www.webanalyticsdemystified.com/
Google Analytics 2.0 (book)
Web Analytics: An Hour A Day (book)
50
51. Learn More – Social Media
Social Media Today
http://www.socialmediatoday.com
The Original Signal – Web 2.0 blog
http://www.originalsignal.com/
Social Media 101
http://www.slideshare.net/joannapena/social-media-101-creating-
conversations-in-social-circles/
Groundswell (book)
http://www.forrester.com/Groundswell
51
Notas del editor
http://www.pewinternet.org/pdfs/PIP_Women_and_Men_online.pdf According to Hitwise on 8-11-08. http://weblogs.hitwise.com/heather-dougherty/2008/08/googles_share_of_us_searches_h.html
1. Web pages, not web sites. The engines index each page separately
1. Based on eye tracking research
1. The worlds used in the anchor text (the clickable part of the link) and the words used around the anchor text are read by search engine spiders and help them understand your web page.
Geo location is determined by your IP address that you’re connecting to the Internet from. 2. Login to your Google account (for gmail, google docs, etc.) Universal search is the display of various Google vertical searches on one SERP. It includes: Google Local, Google Maps, YouTube, Google Images, Google News, Google Books, Froogle, and others. Behavior search. Google can read your bookmarks (if you have the Google toolbar installed) and your previous browsing history. Google tries to determine the searcher’s intent (researching vs. shopping) and displays results appropriately – longer word count sites for a searching intent, and sites with fewer words and bullet use for shopping sites.
The goal is to be the least imperfect . You evaluate how well your competitors’ pages are ranking for your targeted keyword phrase based on the 40+ factors that we know about, and adjust your site to use the average for each element. For example, if all of your competitors’ pages for your keyword phrase (which Google is currently rewarding by ranking them well) use the keyword phrase first in their page title, use an average for 15 words in their page title, and average 250 words on their page with the keyword phrase repeated 5 times, then you copy that behavior, or do each of those elements BETTER based on best practices. For instance, a meta description is seen as required. If your competition doesn’t use the meta description tag, you make sure you do.
There are other ways to enable natural acquisition – which includes requiring a sign up on your website for premier content or to interact with social media tools. For instance, our clients could require people to sign in & leave their email address to make a blog comment, and could enable email subscriptions to their RSS feed.
1. From Google regarding Quality Score: As you may recall, we began incorporating advertiser landing page quality into the Quality Score back in December 2005. Following that change, advertisers who are not providing useful landing pages to our users will have lower Quality Scores that in turn result in higher minimum bid requirements for their keywords. We realize that some minimum bids may be too high to be cost-effective -- indeed, these high minimum bids are our way of motivating advertisers to either improve their landing pages or to simply stop using AdWords for those pages, while still giving some control over which keywords to advertise on. Although it is counter-intuitive to some who hear it, we'd rather show one less ad than to show an ad which leads to a poor user experience -- since long-term user trust in AdWords is of overarching importance. http://adwords.blogspot.com/2006/07/landing-page-quality-update.html
What seem like very small changes on a page can sometimes make a huge difference. For example, when Amnesty International removed just the title (Mr., Mrs., Dr., etc.) and suffix (Jr., M.D.) fields from their donation page, conversion improved 30%!
1. For more on usability, read Jakob Neilson’s Usability 101: Introduction to Usability http://www.useit.com/alertbox/20030825.html 2. In the summer of 2005, American Heart Association management became concerned about the percentage of site visitors entering the online donation section and not completing the donation process. This concern, combined with the prospect of potential donors being financially drained by the unusually large number of events calling for charitable contributions for disaster relief throughout the year led American Heart Association to investigate how the site was being used and look for ways to improve the design and functionality based upon user research. n order to address the problem, American Heart Association and Usability Sciences collaborated to design a research project with the following objectives: Determine the type of individuals visiting the donation section of the website Understand the behavior of the donation section visitors and what contributes to the successful or unsuccessful completion of the donation process Document the problem areas for the donation section Validate design and functional changes before going into development and launch to gauge whether abandonment and failure rates are corrected Develop a list of recommendations for improving American Heart Association’s online donation process American Heart Association’s implementation of the recommendations from the usability tests resulted in the following improvements: 60% year over year increase in online donations the first month following the implementation of the improvements Continuous monthly year-to-year improvement in online donations each month since implementation Increased number of monthly donors Increase in average gift per donor Improved visitor satisfaction with online donation process Increased likelihood to donate again Increased likelihood to recommend donating to AHA online to others Higher appreciation for user research and user centered design in the American Heart Association among all interactive channels and platforms. http://www.usabilitysciences.com/case-study-for-non-profit-organizations-american-heart-association-increases-online-donations-by-60/
This could be online content that you’ve set up/distributed (facebook profile, online press release) or a link from another site. Funnel is a pre-defined path from a landing page through to a conversion A conversion is a site visitor doing what you want them to do whether it’s donate, download a pdf, read the web content text
Creating a social media or Web 2.0 strategy should be seen as a relationship building strategy or a branding effort, and therefore the success of such initiatives should be measured based on engagements metrics, or a part of the larger strategy that encourages a prospect to become a donor. Very few studies have show that social media only campaigns drive fundraising.
See National Wildlife Federation’s work on integrated fundraising campaigns.
The average web page changes 5 times a year. News sites change more than every minute. Text needs to load in 5 secs. Slow load times will cause Google to reduce your ranking in SERPs. Search engine spiders get hung up or won’t index pages that are too complex. This includes CSS and Javascript code on the page, and extensive use of embedded tables. Search engines don’t index Flash, and has trouble indexing frames Title tags need to be unique for each page. Start with most important keyword, no more than 65 characters Description tags need to be unique for each page. Needs to include keyword from title tag. No more than 120 characters Keyword tag should have three word phrases first, then 2 word phrases, then one word phrases. Should have same keyword from title and description tag for page. No more than 240 characters. Good place to put common misspellings. Initial cap and comma in between keywords. Heading tags – similar to a thesis with a TOC. Internet was developed by academic institutions as a way to search thesis. Should include keywords. Alt tags for images. Computers (search engines and screen readers) can’t read images. Alt tags explain what the image is about. You should have one word for each 16x40 pixel block. Both internal and external links count toward Page Rank (Google’s determination of how important your site is). Links pass along a percentage of page rank from the “giving” site to the “receiving” site. Strategic linking both internally and externally can boost page rank for landing pages and increase their ranking in the SERPs. At least 250 text words, prefer over 400 words. Need to use keywords throughout. Contain important keywords from title, description and keyword tags. Needs to make sense to a person. Keywords used need to match the ones used in query Search engines read the file name in the URL to determine meaning. Should use keywords and – instead of _ Google will not rank site that don’t link to others, though the total number of outbound links should not equal more than 100 Anchor text in inbound links matter. As does the text around the anchor text (or clickable part)