Posts tagged ‘right thing’

November 17, 2020

Amy Coney Barrett Knows Something You Need to Know

This post has nothing to do with politics or judicial philosophy. Instead, I want to share an important story I heard during the US Senate hearings for Amy Coney Barrett. The hearings ultimately led to her confirmation as Associate Justice to the US Supreme Court with the support of a majority of Americans. That story can help you ensure the happiness of your donors, which could result in better retention and upgraded support.

Amy Coney Barrett being sworn in before the US Senate Judiciary Committee.

Laura Wolk, a former student of Barrett’s at the University of Notre Dame, testified during the final day of the Senate Judiciary Committee hearings. Wolk, who is blind, said that she uses adaptive technology and alerted the law school of her needs in advance of her attendance. Unfortunately, the University did not provide the needed accommodations, and Wolk’s own computer was failing. As she struggled to keep up, she grew increasingly frustrated. Not knowing where to turn, she approached Barrett, one of her professors, to ask for assistance navigating the University’s system.

A retinal disease in her infancy caused Wolk’s blindness. By the time she went to law school, she was certainly accustomed to having to be her own advocate. She didn’t expect much from Barrett, but any help would ease her burden. Wolk described Barrett during their meeting:

She sat silently, listening with deep attention as I explained my situation. She exuded calm and compassion, giving me the freedom to let down my guard and come apart.”

Wolk shared what happened when she finished explaining her situation:

‘Laura’, she said, ‘this is no longer your problem. It’s my problem.’” (3:00 minute mark)

Wolk said she expected to be directed to bureaucratic channels. Instead, Barrett made her feel comfortable to share all of her challenges and, then, she solved the problems. Wolk went on to graduate law school, clerked for Associate Justice Clarence Thomas, and now has a successful practice.

So, what does this story have to do with fundraising? Plenty!

If a donor comes to you with a question or problem, resist thinking of it as an interruption to your day. Instead, of passing them off to someone else or quickly brushing them aside, take the time to really listen. Don’t offer an automatic, institutional response. As an alternative, offer a warm, compassionate response. If it’s within your power, take on the donor’s issue as your own.

What might this look like?

Imagine you’re at your desk working on the final touches of your fundraising report to the board as your deadline draws near. Your phone rings. You answer, and are greeted by a donor. The donor wants to know how to make a gift of appreciated stock to your organization before the end of the year. Here are some courses of action you could take:

  1. You can put the donor on hold and transfer her to your assistant.
  2. You can direct the donor to your organization’s website where the instructions exist.
  3. You can thank the donor, commiserate about the somewhat complex process, explain the process to the donor and, then, offer to email a summary of the instructions to the donor, perhaps with a link to the appropriate web page as well.

While Option 1 would let you get back to your board report more quickly, which option would make the donor feel most loved? I believe the best course of action is Option 3.

If your donor feels you truly care about him, he will be more likely to care about your organization. He’ll be more likely to renew and upgrade support. Yes, loving your donors takes more time and effort, but it will yield powerful results.

What should you do?

When someone approaches you with a question, challenge, or problem, follow these five steps:

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October 13, 2020

Avoid Costly Mistakes and Raise More Money

A traditional formula for fundraising success involves having the right person ask the right person, in the right way, for the right gift, for the right project, at the right time. Another way for you to raise more money for your nonprofit organization is to avoid making mistakes that could prove costly by putting potential support in jeopardy.

The public’s trust in the nonprofit sector has been on a steady decline over the past several years. At the same time, the number of charity donors has been decreasing.

So, what can we do to rebuild donor confidence, and inspire much-needed support?

I’ll answer that question in a FREE webinar hosted by the Association of Fundraising Professionals – Delaware, Brandywine Chapter. Here are the details:

Avoid Costly Mistakes & Raise More Money

  • Date: Wednesday, October 28, 2020
  • Networking Time: 9:30 AM to 10:00 AM (EDT)
  • Program Time: 10:00 AM to 11:15 AM (EDT)
  • Audience: This webinar is open to AFP members and non-members everywhere.
  • CFRE Credits: This webinar qualifies for 1.25 CFRE education points.

During the webinar, I’ll cite real-world examples to identify seven common fundraising mistakes that can prove costly to your organization. You will get simple tips for avoiding those mistakes, and you will receive a decision-making model to help you avoid or minimize countless other pitfalls.

By avoiding mistakes and more consistently making solid decisions, you will be able to enhance the confidence that the public has in your organization and, therefore, you’ll raise more money.

August 14, 2020

Will Move to Dissolve the NRA Hurt Your Nonprofit?

This post is about the attempt of New York’s Attorney General to dissolve the National Rifle Association. However, this is NOT a political post. Whether or not you support the NRA, the legal fight over its future has potential implications for your nonprofit organization. Let’s take a closer look.

Doug White, a philanthropy advisor, author, and teacher, writes:

In a 169-page document made public earlier today (you can read the entire lawsuit here), [New York Attorney General] Letitia James alleges that NRA insiders have violated New York’s nonprofit laws by illegally diverting tens of millions of dollars from the group through excessive expenses and contracts that benefited relatives or close associates. The suit alleges that longtime CEO Wayne LaPierre and three other top officials ‘instituted a culture of self-dealing, mismanagement, and negligent oversight at the NRA,’ failed to properly manage the organization’s money and violated numerous state and federal laws.

The lawsuit asks for a dozen measures to be taken. The first one: ‘Dissolving the NRA and directing that its remaining assets and any future assets be applied to charitable uses consistent with the mission set forth in the NRA’s certificate of incorporation.’”

White further notes that the legal action has been filed against the 501 (c)(4) organization, and not against any 501 (c)(3) organizations related to the NRA.

So, how could the case of the NRA affect your nonprofit organization?

Erosion of Public Trust: The mere accusations against the NRA, whether or not they are ultimately proven in court, have the power to not only erode confidence in the NRA, they have the potential to erode trust in all nonprofit organizations. If that happens, it could make fundraising more difficult. A special report in 2018 from the Better Business Bureau’s Give.org found:

While the majority of respondents (73 percent) say it is very important to trust a charity before giving, only a small portion of respondents (19 percent) say they highly trust charities and an even smaller portion (10 percent) are optimistic about the sector becoming more trustworthy over time.”

Enhancement of the Public Trust: On the other hand, New York’s action could enhance the level of trust people have in the nonprofit sector. If the Attorney General can prove her case, it would show the public that government officials are exercising appropriate oversight of the nonprofit sector which could elevate the public’s confidence that their donations to any nonprofit will be used appropriately. We know there is a correlation between the level of trust people have and the likelihood they will give as well as the amount of their giving.

Impact on Support to Controversial Organizations: If New York succeeds in liquidating the NRA, it will have the power to disburse the organization’s assets as it sees fit. How will this affect support to other controversial nonprofits if donors know that their donations could be redistributed by the state? It’s possible that this could result in more cautious behavior by donors.

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August 11, 2020

What Can You Learn from the Moral Failing of the NAACP?

While the recent moral failing of the National Association for the Advancement of Colored People (NAACP) is distressing to all who oppose bigotry, the situation offers seven important lessons for every nonprofit organization.

Before I get to those critical lessons, let me offer you some background.

It’s been 75 years since the liberation of Auschwitz-Birkenau as well as the other concentration and extermination camps run by the Nazis to murder Europe’s Jewish population and others. Now, three-quarters of a century later, liberals and conservatives continue to find common ground by embracing anti-Semitism.

For its part, the NAACP has failed to fire Rodney Muhammad, President of the NAACP Philadelphia chapter, following his anti-Jewish social media posting in defense of anti-Semitism. The NAACP headquarters has not apologized for Muhammad’s comments, nor has it insisted that he apologize. Nationally, the NAACP’s inaction shows it condones anti-Jewish rhetoric while, at the local level, Muhammad and his board have turned the Philadelphia chapter into a hate group.

On July 24, 2020, the news website BillyPenn first reported on Muhammad’s anti-Semitic Facebook post from July 23:

[On] Muhammad’s public Facebook page, the meme referenced the backlash against Eagles wide receiver DeSean Jackson, actor/rapper Ice Cube and comedian/TV host Nick Cannon, who have all attracted attention recently for advancing theories that blame Jewish people for the plight of Black Americans. Cannon and Jackson have since apologized for their recent posts, while Ice Cube doubled down.”

Muhammad shared the meme as a defense of sorts on behalf of Jackson, Cannon, and Ice Cube:

The post included a caricature of a Jewish man wearing a yarmulke and pressing a large, bejeweled hand down on a faceless mass of people. Similar caricatures trace back to before the Holocaust, and were often used to depict Jews as a force of greed and oppression. Next to the image was a quote falsely attributed to French philosopher Voltaire: ‘To learn who rules over you, simply find out who you are not allowed to criticize.’”

After being questioned by a BillyPenn reporter, Muhammad removed the post while denying any memory of having shared it. Later, he issued defensive statements that were devoid of apology. The closest he came was an expression of “regret.”

In the meantime, a number of community and religious leaders have called for Muhammad to either resign or be removed from his position. For example, Gov. Tom Wolf, Attorney General Josh Shapiro, and State Sen. Anthony Williams joined the calls for Muhammad’s removal. While the Pennsylvania NAACP condemned Muhammad’s action, Kenneth Huston, President of the state conference, said that he was powerless to take any action which would have to come, instead, from national headquarters.

Unfortunately, the NAACP national office delayed its response by more than a week. Furthermore, its tepid statement supported Muhammad. Making matters worse, the NAACP headquarters has apparently failed to provide any direction to the Philadelphia chapter, according to WHYY:

Bishop J. Louis Felton, first vice president of the Philadelphia branch, said in an email that local leadership has not gotten any direction from the NAACP national office on the issue. ‘Congratulations on actually getting a response from the National office, as we certainly could not,’ said Felton.”

The Jewish Exponent reported on some of the community reaction:

‘We are truly saddened,’ the Pennsylvania Jewish Coalition said in a statement, ‘by such a prominent leader’s rejection of this alliance and inexcusable failure to recognize his own role in perpetuating racist stereotypes.’ The Philadelphia Muslim Jewish Circle of Friends, convened by the American Jewish Committee, asserted that Muhammad’s actions were ‘in direct violation of the very principles upon which the NAACP was founded.’”

So, what can we learn from the NAACP’s moral failing?

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June 5, 2020

Avoid the 7 Deadly Sins of Fundraising [WEBINAR]

I don’t have to tell you that these are troubling times. We’ve had to cope with coronavirus (COVID-19), the economic fallout from the pandemic and, now, the heart-wrenching killing of George “Perry” Floyd at the hands of Minneapolis police officers.

As nonprofit managers and fundraising professionals, we have a choice: We can allow ourselves to be overwhelmed by the horrible events of 2020, or we can continue to do what we always do and help those who depend on us. While the suffering around us pains me, I take some solace in knowing that. like you, I am a member of a noble profession that seeks to make the world a better place. We are needed now more than ever.

That’s why I want to invite you to join me and your nonprofit colleagues for a webinar to help you be more of the fundraising professional you aspire to be. The program is hosted by the Association Fundraising Professionals – Greater Philadelphia Chapter. Here are the details so you can register now:

Avoid the Seven Deadly Fundraising Sins and Raise More Money

Date: Tuesday, June 9, 2020

Time: 1:00 – 2:30 PM (EDT)

Description: Surveys show that the public’s trust in the nonprofit sector has been on a steady decline for years. At the same time, the number of charity donors has been on the decline and, in 2018, total giving fell by 1.7% in inflation-adjusted dollars.

This webinar will use real-world examples cited by the Association of Fundraising Professionals and pulled from news headlines to illustrate seven deadly fundraising sins involving: conflicts of interest, gift restrictions, accountability, tainted money, donor privacy, compensation, and cooking the books. By reviewing these examples, you’ll be better able to avoid making the same mistakes.

Because there are more than seven sins to avoid, you’ll also get a decision-making model to help you sidestep blunders, build trust, and raise more money.

Tickets: $15 (members), $40 (non-members)

Registration: Webinar seating is limited, so register now by clicking here.

As I have written previously:

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April 21, 2020

Free Help to Protect Children During a Crisis

Almost every April, I devote one blog post to stopping child sexual abuse. It’s a significant departure from the nonprofit and fundraising topics I typically write about. So, let me tell you why I do it.

First, April is Child Abuse Prevention Month, and I want to support that initiative.

Second, many years ago, I served on a jury that heard a child sex abuse case involving a little boy and his step-grandfather. I’ll spare you the horrifying, nightmarish details. Suffice it to say, we found the step-grandfather guilty. When my jury service was completed, what I had heard continued to haunt me.

Before the trial, I assumed that child molesters and rapists were either priests or trench-coat wearing guys in vans. I also believed that incidents of such abuse were relatively rare. The news media coverage at the time would lead most people to a similar belief. However, during the trial, I learned differently:

  • 1 in 10 children will be sexually abused before turning 18;
  • 1 in 7 girls, and 1 in 25 boys are sexually abused before turning 18;
  • 20 percent of sexually abused children are under age 8;
  • 90 percent of children know their abuser (in other words, the abuser is not a stranger);
  • 50 percent of sexually abused children under the age of 6 were abused by a family member (the younger the child the more likely the abuser is a member of the family).

As I continued to process my jury experience, I researched the organizations that were addressing the issue. As a result, I became closely involved with the work of the Philadelphia Children’s Alliance, a regional child advocacy center. PCA does fantastic work bringing justice and healing to sexually abused children.

I also became acquainted with Darkness to Light®, which provides superb training programs and funds scholarly research related to the issue of child sexual abuse. Now, I want to make you aware of one particular FREE, 30-minute online training that D2L is offering: Protecting Children During a Crisis.

As the D2L website says:

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February 28, 2020

Coronavirus: 20 Survival Tips for You and Your Charity

When you and your staff and colleagues are healthy, you’ll all be better able to raise more money for your charity and help those your nonprofit organization serves. Unfortunately, the risk of coronavirus (COVID-19) threatens both our physical and mental health. So, to reduce your stress level and help keep you physically healthy, I want to share 20 useful survival tips with you.

However, before I share those important tips, I want to acknowledge that it has been several weeks since I’ve posted. In a future post, I’ll explain the reasons for my break. For now, I just want to thank you for your patience and for continuing to be a loyal reader.

Okay, here are 20 things you can do to protect yourself, and folks you care about, from coronavirus (and other viruses):

Tip 1: Do NOT be stupid. A survey by 5WPR found that 38 percent of American beer drinkers will not buy Corona beer, supposedly in part, because of fear it is linked to the virus. However, many of those surveyed never consumed Corona beer in the first place. So, let’s look at what Corona drinkers said. Among those who drink Corona, the survey found that four percent would no longer drink the product at all while 14 percent said they would not do so in public. To be clear, Corona beer and the coronavirus have nothing to do with one another. My friend Linda Lysakowski jokingly suggested that people might also have been afraid of Lyme Disease since Corona beer is often consumed with a lime wedge; again, one doesn’t have anything to do with the other. It’s important that we think clearly under normal circumstances; it’s especially critical now.

Tip 2: Wash your hands with soap and water for at least 20 seconds. Wash them often. Not only will this help protect you from coronavirus, washing will also protect you from other viruses including the common cold, norovirus, and flu.

Coronavirus image from the Centers for Disease Control and Prevention

Tip 3: Hand sanitizers are good at killing bacteria. But, they do NOT kill all viruses. Don’t rely on them. Wash your hands often with soap and water.

Tip 4: Stop shaking hands when you greet people. Instead, fist bump, elbow bump, nod, or bow. This will help protect you and the other person from any number of infections including coronavirus. Refusing to shake hands is not rude. Instead, it’s being caring and considerate. Remember, people can be contagious without exhibiting any symptoms themselves.

Tip 5: If you cough or sneeze, do so into a tissue and then through away the tissue. Then, wash your hands. Alternatively, cough or sneeze into the crook of your arm.

Tip 6: Clean the surfaces of commonly used or touched objects and surfaces. For example, clean your cell phone with an alcohol wipe periodically. Wipe down your computer keyboard with a sanitizing wipe. Do the same with office and home doorknobs. You get the idea.

Tip 7: If you are sick, stay home. Whether you have coronavirus, a cold, or the flu, stay home so you won’t infect co-workers or the general public. As a manager, do not reward sick people for coming to work while punishing sick people for staying home. Years ago at my company, we had a new manager who came to us from billionaire Ross Perot’s company, Electronic Data Systems (EDS). She encouraged us to change our sick-day policy which granted staff a limited number of use-it-or-lose-it sick time. Instead, she proposed we adopt the EDS policy of unlimited sick time. While I was skeptical, we tried it. The result was that our employee absenteeism rate plummeted. The primary reason the policy worked was that it encouraged ill people to remain home rather than come into the office where they would infect colleagues.

Tip 8: Whenever possible, use the self-checkout at stores. Cashiers can help spread disease through their interactions with multiple people.

Tip 9: Avoid touching your face. Viruses on your hands can be transferred to your nose, mouth, or eyes and infect you. This is more difficult than you’d expect. We touch our faces surprisingly often during the course of a day. Minimizing face touching takes practice.

Tip 10: Minimize use of air travel, cruise travel, and public transportation. A number of large companies have banned non-essential travel. As I sat down to write this piece, the latest company to announce this step was J.P. Morgan. Airlines are already seeing a drop in ticketing and, therefore, are canceling flights.

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October 29, 2019

Raise More Money When You Avoid the 7 Deadly Sins of Fundraising

Fundraising success depends on having a good cause. It also requires that fundraisers do things the right way. But, none of that is enough. To successfully raise money, fundraisers must also avoid making costly mistakes, either unknowingly or (and you would never do this, right?) knowingly.

Making mistakes can cause your organization to lose donors and have a difficult time finding new ones. In some cases, one charity’s mistakes can harm the reputation of the entire nonprofit sector causing even innocent organizations to lose support.

Philanthropy researchers have shown us that the more someone trusts a nonprofit organization, the more likely they are to give. Furthermore, the more they trust a charity, the more money they are likely to donate. A report issued by Independent Sector stated:

The public is demanding a greater demonstration of ethical behavior by all of our institutions and leaders ….To the extent the public has doubts about us, we shall be less able to fulfill our public service.”

In short, trust affects both propensity for giving and the amount given. Those who have a high confidence in charities as well as believe in their honesty and ethics give an average annual contribution of about 50 percent more than the amount given by those sharing neither opinion.

You can read more about the research into trust and philanthropy in an article I wrote a number of years ago for the International Journal of Nonprofit and Voluntary Sector Marketing.

For the Association of Fundraising Professionals Ethics Awareness Month,  I wrote a feature article for the October issue of Advancing Philanthropy magazine: “Ethics, Fundraising, and Leadership: Avoid the Seven Deadly Sins of Fundraising.” As I pointed out:

You’re a good person. At the very least, you try to be a good person.

However, that’s not good enough. Effective fundraising demands more of us. Every action we take, no matter how small or large, has the potential to build or erode public trust, which could have a corresponding impact on philanthropic support.

Among other things, being a fundraising professional means you must always strive for excellence while avoiding missteps that could have costly consequences for you and/or your organization. Fortunately, you do not have to endure risky mistakes to learn from them. Instead, thanks to media headlines, you can learn from the mistakes of others.”

In the AFP article, I discuss seven missteps made by real charities. While there are certainly more than seven deadly fundraising sins, my article highlights common issues of concern. For example, conflicts of interest was rated among the top ethical concerns of fundraisers, according to a recent AFP survey. In my article, I explore this issue citing a real-world example:

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August 28, 2019

Would You Have Accepted Money from Jeffrey Epstein?

A reporter for The Miami Herald interviewed me recently about whether charities should have rejected charitable contributions from Jeffrey Epstein, an admitted child sex trafficker who faced new accusations prior to his suicide earlier this month.

Now, I’ll ask you, would you have accepted a donation from Epstein?

Your knee-jerk response might be, “No!” Or, you might have a more emphatic and colorful response. It’s even possible that you would have accepted a charitable contribution from Epstein. You certainly wouldn’t be alone. Many nonprofit organizations have accepted substantial gifts from Epstein including Harvard University, the Ohio State University, the Palm Beach Police Scholarship Fund, Verse Video Inc. (a nonprofit that funds the PBS series Poetry in America), Ballet Florida, and other nonprofit organizations. Some nonprofits accepted Epstein’s money before his legal troubles, some after his initial plea deal on prostitution charges, and some around the time of the swirling accusations of child sex trafficking this year.

So, once again, would you have accepted a donation from Epstein?

As I told the reporter from the Herald, it’s not a simple question. It’s complex. It’s nuanced.

One factor is timing. Some might consider donations made before Epstein’s legal troubles to be completely problem-free. On the other hand, some charities might have more of an issue with an Epstein contribution made after his 2008 plea deal. However, after Epstein served his sentence, some charities would have been willing to accept an Epstein contribution once again.

Another timing issue involves whether a nonprofit had already spent Epstein’s donation prior to his legal difficulties. For example, Harvard says it spent Epstein’s donation by that time. In other words, there was nothing left to return.

Another factor to consider is the type of recipient charity. For example, a university might have been more willing to accept an Epstein donation than a child welfare charity would be.

Consideration of Epstein’s philanthropy gets even more complicated when we consider broader cultural issues. For example, in our society, we believe that ex-felons have paid their debt to society and, therefore, should be free to live life as full citizens including having the right to be philanthropic. Furthermore, we believe in a presumption of innocence. Epstein was not convicted of any new charges prior to his death.

More broadly, we must consider whether charities are supposed to investigate and pass judgment on donors before deciding whether to accept a gift. Many major donors, I dare say, have done something that they probably would prefer you didn’t know about, even if not rising to a criminal level. When does due diligence turn into snooping? Do you want your organization to have a reputation of hyper-scrutinizing prospective donors? Would major donors want to submit to that kind of treatment or would they simply take their money elsewhere?

When doing your due diligence, keep in mind that some of this nation’s greatest philanthropists were also troubling figures such as Andrew Carnegie, John Rockefeller, Henry Ford, and others. Charities are not in business to turn away contributions. They exist to take donations and use the funds to enhance communities and the world.

For example, I know of an order of nuns who accepts donations from known Mafia figures. They believe that they can take the funds and do more good with it than would be done if the money were left in the hands of the mobsters.

Having said that, the issues surrounding Epstein are certainly complex. I’ve only touched on some of the issues. The Miami Herald did a great job exploring some of the complications. You can read the article by clicking here.

To navigate a complex ethical dilemma, charities should consider all possible courses of action from multiple perspectives. In my article in the International Journal of Nonprofit and Voluntary Sector Marketing, I wrote:

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August 1, 2019

How Fundraisers Can Avoid 5 Big Mistakes Made by Capital One

Don’t worry. This post really is not about data security. It’s about much more. And I’ve written it for you, a fundraising professional.

But first, here’s some background:

Capital One, the tenth largest banking institution in the USA, announced it has experienced a major data breach involving the personal information of credit applicants and customers. In its official statement, the bank disclosed, “Based on our analysis to date, this event affected approximately 100 million individuals in the United States and approximately 6 million in Canada….This information included personal information Capital One routinely collects at the time it receives credit card applications, including names, addresses, zip codes/postal codes, phone numbers, email addresses, dates of birth, and self-reported income.” In addition, about 140,000 Social Security numbers were compromised. One million of Capital One’s Canadian customers had their Social Insurance Numbers compromised.

The Capital One story presents the nonprofit sector with an opportunity to learn from someone else’s problem. Every charity should learn from the five mistakes made by the bank:

1. Inadequate Data Protection

While Capital One works with Amazon Web Services, AWS says it was not compromised. The hacker exploited Capital One’s own system. The US Federal Bureau of Investigation has a former AWS employee, Paige A. Thompson, in custody. The investigation is likely continuing. What we know for certain at this point is that Capital One’s data protection systems were not up to the task.

As a fundraising professional, I don’t have any idea about what sophisticated data protection tools exist. I suspect you don’t either. However, you have an obligation to make sure that your organization seeks out the expertise to safeguard the organization’s data. Furthermore, you need to make sure your organization has a policy about who has access to data and under what circumstances. I know you won’t have the security systems of a bank, but you do have an obligation to have reasonably robust security protocols in place.

2. Lack of Timely Reporting

The personal data of Capital One credit applicants and customers was compromised from March 22-23, 2019. The company didn’t learn of the breach until July 19. The bank did not reveal this information to the public until July 29. We do not know if the FBI requested that the bank withhold news of the event pending an arrest. If so, the reporting delay is understandable. Nevertheless, the delay from the date of the incident to the date of disclosure was significant, even if it wasn’t the result of an actual mistake.

Fine wine improves with age. Problems do not. Whenever bad news is likely to become public or should be made public, it’s important to do so as soon as possible. This is true for both for-profit and nonprofit organizations. Getting the information out quickly and fully will help the organization preserve or, perhaps, even enhance its credibility.

3. Not Getting Out in Front of the Story

Once Capital One released the news, it did so haphazardly, despite having had 10 days to plan the disclosure roll-out. It issued a press release at 7:11 PM ET on July 29. By 7:41 PM ET, The Wall Street Journal website carried the news story. Other media outlets ran the story around the same the time. However, Capital One did not tweet the news until 8:43 PM ET. Therefore, when I first checked the Capital One Twitter feed, there was no mention of the story.

Even once the company addressed the general public, rather than just the news media, it did so with a bland tweet that simply read, “If you want to learn more about the Capital One cyber incident, please visit” along with a link to its press release and Frequently Asked Questions page.

The company did not issue an eye-catching alert. The company did not disclose the nature of the “incident.” The innocuous language and low-key look was also used at the top of the Capital One homepage. Assuming they actually spotted the mention, readers had to click through to the press release to find out what happened and, then, to the Frequently Asked Question page for additional information.

If something goes wrong at your organization, make sure you deliver your message on all the communication platforms your organization uses. Make it easy for folks to spot the information. Furthermore, make it easy for them to get more information by giving them a number to call or an email address, perhaps setting up both as hotlines for the occasion.

Capital One could have provided the public with the news without forcing folks to click through to the press release and then click over to the FAQ page. The bank could have also tweeted out tips for how its customers can protect themselves. Instead, the company is making people work a bit for the information. Don’t make the same mistake. Get people the information they need when they need it, and make it easy for them.

When something goes wrong involving your organization, whether or not it is to blame, you need to get out in front of the story in as coordinated a way as possible. At the point you alert the media, be prepared to take your message directly to the general public at the same time.

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