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Development Services Conference 7 – 8 November 2018 Holiday Inn Hotel, Sheffield, UK

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Development Services Conference 7 – 8 November 2018 Holiday Inn Hotel, Sheffield, UK Development Services Conference 7 – 8 November 2018 Holiday Inn Hotel, Sheffield, UK Section 2: Conference Programme Track Guide th Tuesday 6 November 2018 16:00 - 17:00 Pre-Registration Holiday Inn 18:30 - 20:00 Development Services Conference 10th Birthday Celebration Drinks Hallam View, Reception Sheffield Hallam University, Howard Street, Sheffield, S1 1WB, UK Wednesday 7th November 2018 08:30 - 09:30 Newcomers Breakfast Ballroom Hosted by Tom Jirat, Interim Head of Development Services, University of Manchester 09.00 - 09.45 Registration and Refreshments Grand Lounge 09.45 - 10.00 Welcome from CASE Europe and Welcome to Sheffield Ballroom Bruce Bernstein, Executive Director, CASE Europe Miles Stevenson, Director of Advancement, The University of Sheffield 10:00 - 10:30 Welcome and Scene Setting from Conference Chairs and Planning Ballroom Committee Charlotte Dewhurst, Associate Director of Development (Systems), University of Oxford Kate Brook, Director of Services, Development & Alumni, The University of Edinburgh 10:30 - 11:15 Getting Your Audience to Want to Engage with you: Creating the Right Ballroom Experience Every organisation needs to consider the best way to attract and retain the interest (and support) of its customers. As competition for their attention increases, organisations need to consider the way customers’ perceptions and memories guide their attitudes and future behaviour. Richard will set out the principles and practice of ‘customer experience’, based on many years of research by Forrester and his experience of working with organisations in this area. Richard Sheahan, Principal Consultant, Forrester Consulting 11:15 - 11:45 Refreshment Break Grand Lounge 11:45 - 12:30 The Promise of Development Services Ballroom Development services is so much more than the "back shop" or data and reporting! We are central to everything in the advancement enterprise, and everything we do touches on every part of alumni relations and development. Caroline S. Chang, Vice President, Advancement Solutions UC Innovation 12:30 - 13:30 Networking Lunch Grand Lounge 13:30 - 14:30 Breakout Session 1 Research, Data & Analytics Track Ballroom Chair: Sarah Baker, Head, Prospect Information and Analysis, University of Cambridge Mind The Gap: Creating a Holistic Approach to the Supporter Journey At London Business School relationships are at the heart of everything we do, and we believe Operations teams are uniquely placed to steer and support the donor journey. In this session we will discuss the approach we’ve taken at LBS to leverage this in theory and in practice. We will showcase how we’ve put donor and stakeholder relationships at the heart of how we operate and the work we’ve done to embed development services as critical partners at each stage of the donor life-cycle. We’ll pay particular attention to how prospect development and donor relations complement one another in a new approach to prospect and pipeline management, in close collaboration with our fundraising colleagues. Attendees will come away with: • Principles of relationship-focussed process development and change management • Practical examples of successfully bringing stakeholders with you • Tools and tips for putting Operations at the centre of successful fundraising Jack Bourne, Associate Director Operations & Donor Relations, London Business School Molly Rowan, Head of Prospect Development, London Business School Strategy & Planning Track Waverley Chair: Katherine Muller, Director of Operations & Donor Relations, Advancement, London Business School Building a Great Customer Experience Prostate Cancer UK customers are central to achieving our bold 10 year strategy - to stop prostate cancer being a killer. By applying our working principles - the back bone to our brand - across everything we do and by recognising that every interaction matters, we hope to exceed customer expectations and build long term loyalty. In this session, we’ll talk you through what we've learnt so far and the three key elements that contribute great customer experience - culture, brand and an appetite for continuous improvement. James Beeby, Associate Director of Fundraising, Prostate Cancer UK Olivia Burns, Associate Director of Communications and Customer Experience Lead, Prostate Cancer UK Delivery Track Arundel Chair: Chris Webber, Head of Campaign Operations, Royal Academy of Music Successes, Challenges and Surprises in Setting up a New Supporter Care Team How do you ensure a consistently warm welcome to your advancement audience and beyond? Have an Alumni & Supporter Care team at your front door. A year ago UCL established the Alumni & Supporter Care team, to look after our alumni, donors, and to be a first point of contact for all those interacting with the Advancement office. 12 months on, hear about the successes, challenges, and unexpected turns involved in embedding a new function into a busy Advancement office. Rebecca Whitwick, Senior Alumni and Supporter Care Manager, UCL Practical Skills Track Great Central Chair: Jennie Moule, Founding Partner, Alveo Consulting Top 10 Features in MS Office for Data Handling & Reporting Do you ever think “there must be a better way to do this” you may just find that better way in this session, I will show the formulas and functions I use on a regular basis to assist with my work and how using these can make repetitive tasks much simpler. Some you may know, some you may not, some you may have never thought to use in this way, hopefully you will walk away thinking “I’m going to try that when I get back.” Craig Rayner, Data and Reporting Analyst, The University of Manchester 14.40 - 15.40 Breakout Session 2 Research, Data & Analytics Track Ballroom Using Insight to Inform Volunteer Programmes Exeter’s Alumni Volunteering Programme recently achieved its campaign target (60,000 volunteer hours) two years ahead of the campaign close. We’ve now set a challenging higher target of 90,000 hours, and are looking to continue to grow the programme beyond the current 1000 volunteers and 10,000+ hours per year. This growth will be supported by our new Volunteer Recognition Programme, which we believe will be an effective tool for volunteer retention, recruitment and stewardship as well as simply helping us better to say Thank You to our wonderful volunteers. The Recognition Programme has been designed using insights from an analysis of the campaign volunteer data to date, so we hope it will effectively reflect the level of engagement that each volunteer has experienced, and encourage them to increase their engagement to the next level too. David Smith, Data & Insight Manager, Global Advancement, University of Exeter Strategy & Planning Track Waverley Selling our Science – More Choice vs Less? After the success of the Create the Change campaign that raised £100m to build the Francis Crick Institute, CRUK’s fundraisers asked the question, what next? Hear from Caroline White, Senior Manager, Supporter Experience and Richard Oakley, Head of Research Information and Communications, on how they influenced the Charity to evaluate and prioritise a research portfolio of thousands of world-class research programmes and created a suite of the top 100 impactful fundraising projects. Caroline White, Senior Manager, Supporter Experience, Cancer Research UK Richard Oakley, Head of Research Information & Communications, Cancer Research UK Delivery Track Assembly The Regulated Donor Experience: GDPR and Major Gifts We’ve all done a lot of work in our organisations to put in place processes to meet the requirements of GDPR, but we also know that major gift fundraising should be bespoke and can often be unpredictable. So how do you implement these regulations into face-to-face relationships This session will explore how King’s College London and King’s Health Partners has worked with fundraisers to make compliance practical, using some case studies of the successes and challenges that we have faced so far in implementing GDPR processes into our major gifts programme. Joanna Carr, Head of Prospect Research, Kings College London Practical Skills Track Great Central How to Map a Supporter Journey What are the steps supporters are taking to achieve their various goals? How do they feel as they proceed along these journeys? Where could you help? Mapping journeys is a useful way to highlight points at which an education institution might be able to help supporters and engage them in more ways. Richard Sheahan, Principal Consultant, Customer and Digital Experience, Forrester 15:45 - 16:15 Refreshment Break Grand Lounge 16.15 - 17.15 Breakout Session 3 Research, Data & Analytics Track Ballroom Understanding the Role of Prospect Research in Major Donor Fundraising Nicola will present findings from a 2018 academic study which looked at the role of prospect research in higher education institutions across the UK. The findings shed light on unanswered questions relating to the way prospect research is viewed and utilised by major donor fundraisers, and if or how they believe it contributes to (or hinders) their work. Data from the study, the first of its kind in the UK, also shows how fundraisers and researchers work together, identifying typical barriers in the relationship but also showcasing examples of best practice in this area. The findings also show how prospect researchers are currently recording or measuring their contribution to fundraising, identifying common gaps in how we gather data which evidences the efficacy, compliancy and necessity of prospect research.
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