Using Data to Inform DecisionsApril 19, 2012

Alyia Bettman Alan Friedman Stacey Jaffe

Program Assistant Executive Director Steering Committee

Foundation for Camp Mountain Chai URJ Camp George

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Jewish Camp

Member

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Agenda

What Data? Foundation for Jewish Camp’s Camper Satisfaction

Insights Camp Case: URJ Camp George Camp Case: Camp Mountain Chai Q&A

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Data is Everywhere!

FJC’s Camper Satisfaction Insights Base product is a parent satisfaction survey $3,000/year for the survey and analysis

» FJC is offering matching grants this year to offset the cost for camps who are interested» Camps should NOT send any additional surveys; they can add 3 custom questions to the survey

if needed» URJ Camp Coleman: “What facility would you like us to rebuild at camp?”

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FJC’s Camper Satisfaction Insights

How many are using the survey?» 2010 – 60 camps» 2011 – 69 camps (reached 7,600 families)

What do you get?» Year over year comparison» Comparison vs. national aggregate» Summaries in 8 dimensions

- Programming- Communications- Etc.

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Testimonials

“The information gathered through these professional surveys has provided us with customer satisfaction data for all aspects of the Ramah Wisconsin experience. This valuable information has helped us enhance our program to better meet the needs of our campers and will be a very valuable tool as we develop a strategic plan for the coming decade.”

- Dr. Jeff Kopin, President, Camp Ramah in Wisconsin

"The survey was incredibly helpful in identifying both areas in which we successfully stand out and areas needing improvement. As a team, my staff was able to utilize the results as a tool to delve deeper into bettering Camp."

– Michelle Koplan, Executive Director B'nai B'rith Camp

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Want to Take Part?

Deadline for Registration: April 25, 2012 May 2012 and June 2012:

» Links distributed to camps July 2012:

» Launch survey at the end of first and second session closings» Send reminder to families to participate

September 2012:» Survey closes

October-December 2012:» Presentation from Summation Research

Interested? Contact Alyia Bettman at alyia@jewishcamp.org

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URJ Camp George and Consumer Insight Research

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The Consumer Insight Research

Following the summer of 2011, we “formally” collected the following information:» FJC Camper Satisfaction Insights» Camp George End of Summer Staff Survey

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What We Learned

FJC Camper Satisfaction Insights» While the vast majority (96%) felt very positive about camp,

we trended slightly lower on almost all measures across the board.

Camp George End of Summer Staff Survey» Received the best ratings from staff in 5 summers of

conducting this survey

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The ULTIMATE Question: WHY?

And the answer:

The lack of information effect!

“Camp was great, Mom. I already told you that!”

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If it is communication you want, then it is communication you shall

receive!

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Camp George’s Strategy1. Jeff Rose hired a year-long Communications Director 2. The Steering Committee appointed a

Communications Committee of which I chair 3. We worked together to draft a strategic plan so that

our communications were purposeful and goal-driven

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Camp George Communications Strategic Plan

Measureable Results “Value” Driven

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Talk about the things we want to talk about:

Blog Facebook Twitter

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Camp George Blog (george.rjblog.org)

Goal: Emphasize Values from Strategic Plan When: Tuesday and Thursday Example: Inclusion Blog

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http://george.rjblog.org/2012/03/22/celebrating-13-years-of-inclusion-successes-with-ellyn-freedland/

Camp George Blog: RESULTS

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1289 unique visitors 4757 pageviews 1.64 average pages viewed per visit 1 minute 26 seconds is the average time spent on the site 38.79% of visits are new visitorsBlog Statistics from January 1 – March 31, 2012

Camp George Facebook Page

Goal: Encourage our Community to Interact Five Days a Week» Monday: Poll of the Week » Tuesday: Link to Our Blog» Wednesday: Alumni Day:

Caption that Photo » Thursday: Link to Our Blog» Friday: Shabbat Message

“Shabbat Shalom from Maple Lake! Can you guess where this snowy photo of camp was taken?”

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Camp George Facebook Page: RESULTS

862 Facebook Followers Average of ~80 – 100 “People Talking About Us”

» From September to January we averaged only ~3

90% of blog traffic accounted for by Facebook

Facebook Statistics as of April 6, 2012

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Camp George Tweets

Goal: Differentiate Twitter Content from Facebook Content

Activity: Game of the Month» January: So True or So False!

- Camp George Trivia » February: Name that Tune!» March: Fill in the Blank!» April: Who’s Tweet Is It Anyway?

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Camp George Tweets: RESULTS

409 Followers» 25% increase since January 1, 2012

Average of 4 people interacting with each tweet!

Twitter Statistics as of April 6, 201223

Summer Strategic Plan

In the eternal words of “The West Wing’s” Josiah Bartlett:

“WHAT’S NEXT?”

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Camp Mountain Chai

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Camp Mountain Chai

FJC Customer Satisfaction Insights Alan interpreted data and showed the Board in a way

that was actionable - not just raw data» Need to focus on building community and establishing

relationships

Result?» Board created a year-long Committee (Board and Community

members) to review the data on programs – very specific task » Camp Director led the effort and was open to suggestions from

the Committee and the survey- Planning program with community-building in mind.

» Real changes were made in programming at camp

Year-over-year survey results showed real improvement» “Did you do anything out of the ordinary this year?”

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Takeaways

Data Insight Negative feedback = Opportunity Keys: Implement a plan; assign resources

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Resources on our Knowledge Center Webinar Archives – www.gijp.org/Webinars

» Presentation and Recording of Today’s Webinar

Prepare for Take-Off: Pilot Your Camp Using Stats & Feedback» http://gijp.org/Knowledge-Center/Technology/Technology-101/

Prepare-for-TakeOff-Pilot-Your-Camp-Using-Stats-and-Feedback.aspx

FJC’s Customer Satisfaction Insights program details» http://www.jewishcamp.org/camper-satisfaction-insights

URJ Camp George Blog» http://george.rjblog.org/

Track and Segment Your Data for Annual Giving Campaigns» http://www.gijp.org/Knowledge-Center/Technology/Donor-Database-

Management/Track-and-Segment-Your-Data-for-Annual-Giving-Campaigns.aspx

You can find additional resources in our Knowledge Center» www.gijp.org/KnowledgeCenter

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Discussion and

Questions