Probing questions, proven techniques, and a simple process

What makes arts donors tick? How can we connect with these givers?

These questions are top of mind for all who aim to increase donor support for community arts. Recently, a group of California community foundations turned to research guru Alan Brown to help deepen their understanding of donors. Their aim was clear: to shape more effective donor engagement strategies and accelerate local arts giving.

Alan crafted a powerful donor interview exercise that was put to remarkably good use by these community foundations—all of whom are part of Irvine’s Communities Advancing the Arts initiative. The process and its benefits are shared here, along with key documents, for use by others seeking to connect more closely with arts donors.

A meaningful experience

“I was a little apprehensive to dig as deep as the interview asked us to and was concerned we might be intruding too much into topics people considered personal, but donors had no problems with our questions, and what we learned was very helpful,” said Todd Hansen of Orange County Community Foundation. According to Melissa Kester of Community Foundation Sonoma County, “We had one long-time donor start the interview by telling us that we already knew everything about her giving and motivations… she then proceeded to tell us so many new things that we felt like we hadn’t known her at all!”

Alan, who is a consultant and principal with WolfBrown, created questions, placed them in an interview protocol and constructed a thorough briefing used to train a group of nine community foundations in all aspects of requesting, confirming and conducting the interview.

Once prepped, community foundations sent out staffers in pairs to conduct each interview.  Development, donor services, communications and program people, as well as CEOs, took part. “Everyone has interviewing skills,” suggested Alan.

Each community foundation assembled one or two interview teams. And each team conducted two or three interviews. All together, these teams conducted about 30 interviews with arts donors around the state (including some who give through their community foundation and some who do not). Team members then came together to compare results.

This process was designed to surface new insights about why donors give to the arts, and to help community foundations strengthen their relationships with specific arts donors. It did plenty of both. Hugh Ralston at Ventura County Community Foundation reported, “We had a very positive experience and rich conversation. The interview protocol worked very well. People were pleased to participate… and many valued thinking about the questions that we put forward.”

A ready-made process

Alan and Irvine have made this process and related tools available for use by any interested community foundation. Here’s how it works, in three primary steps.

Step 1. Set the stage and ask probing questions

Because multiple community foundations were involved in these interviews, they were able to introduce this exercise as a statewide study of arts donors. This framing was important—it helped donors know that this activity extended beyond their community and their community foundation. And it was made clear that this activity was about gaining information, not about asking for a new gift.

Interviews were scheduled for a maximum of 60 minutes. They were conducted using a sequence of questions organized in six core areas—each of which is stated below (along with a sample question or two), and presented in full in the attached donor interview protocol.

1. Leisure time. How are you most likely to spend your leisure time? How do you express yourself creatively?
2. Core values. When you think about all your various affiliations and causes, are there any convictions, beliefs or principles that explain why you do what you do?
3. Donor motivations. Generally, how do you decide which arts programs or projects to support? What influences your decision the most?
4. Personal involvement. How much personal involvement do you like to have with the organizations you support? How do you like to be involved?
5. Accountability. How are you assured that your contributions are well used? Do you trust arts groups to use the funds wisely, or do you like to have some proof or evidence that your contributions are well used?
6. Community foundations. Some people prefer to support arts organizations directly, while other people support arts programs through a community foundation. What are the pluses and minuses of each way of giving?

Step 2. Test the values framework

Interviewers then “tested” a values framework, constructed by Alan with content drawn from the comprehensive RAND Corporation 2005 research report Gifts of the Muse, to help donors better identify their motivations for giving to the arts. This diagram provides a visual picture of the many ways that arts programs create benefits for individuals, families and communities. These benefits are organized in five primary categories (each of which is further described in the framework document):

• Personal development
• Economic & social benefits
• Human interaction
• Imprint of the arts experience
• Communal meaning

Interview subjects were presented with the framework, and asked to describe, “Which of its benefits are most important to you? Which of the five areas or ‘spheres of benefits’ resonate with you the most?”

Step 3. Pursue qualitative learning

This interview exercise was designed as a participative learning process—yielding qualitative data and deeper insights into individual donor interests. When the community foundation interviewers gathered to debrief their experience, Alan facilitated the group toward identification of relevant themes and implications. Highlights:

• There is an explosion of creative expression in society today; it is taking multiple forms (cooking, gardening, dressing, designing attractive living spaces, etc.).
• There is a narrative to learn about most donors—understanding how they are put together provides insight into understanding their giving. (One donor attended the interview debrief session, and through an informal exchange expressed a set of core personal values readily identified by the interviewer group. This donor cared deeply about community, investment in community, access to quality education for all people, and respecting and honoring the work of previous generations of family philanthropists.)
• Format innovation is the next frontier in audience development; the range of innovation is broad, and includes experiments such as providing longer intermissions to facilitate Twitter exchanges, to providing interpretive text on personal data devices (e.g., iPhones, Blackberrys) that can accompany musical performances in real time.
• Some donors are really interested in evidence of impact, which arts organizations don’t typically capture. Related, we are seeing emphasis on accountability because of donor interests and the economy.
• Performing arts organizations often lack quality photos and visuals that help people stay connected to their experience and thereby retain evidence of impact. Symbols of the experience are important. This helps explain why rock concerts sell t-shirts and sports teams sell hats at games. Consultant Jerry Yoshitomi was referenced for his emphasis on these “memory elicitation devices.” Alan said that, “printed programs are what people hang on to because they are not yet ready to let go of their emotional connection to the arts experience.”
• People have different attitudes toward engagement and different levels of involvement; part of our diagnostic process is to find out what level of involvement people want, and find interesting ways for them to be involved at that level. On a related note, Alan commented that, “It takes people about three years to learn the cultural assets of a community once they move to it.” And that, “people often get to know their community by going to museums.”
• The ability to identify cross-cutting needs that are not owned by any single institution, and that relate to donor interests, should be a strength of community foundations. An example Alan cited here is keeping older adults involved in creative pursuits. These types of opportunities are often bigger than any individual arts organization, and play to the strengths of community foundations to identify relevant needs, help people champion these needs, and advance a community vitality agenda.
• Local dynamics between the community foundation and arts community have implications for much of this work. Arts nonprofits have their own agendas and interests, and don’t always see community foundations as their advocates. Community foundations need to sit down with arts organizations early in the work of supporting community arts; once relationships develop, the networking and collaborations that follow are phenomenal.

Big take aways

What are the major lessons for all who are dedicated to growing community arts? Recognize donors for their expertise. Gain their opinions. Invite them to describe themselves. Learn and share their stories.
In other words, keep asking questions. And listening.

This learning experience was sponsored through Communities Advancing the Arts, a major funding initiative of The James Irvine Foundation.

Filed under: Engaging donors