Day 18: “What data do you actually have? And where?”
In the course of Week 2, we came to the conclusion that a solid data base (Note the spelling of data base, which is to indicate that we didn’t want to get stuck on a technical perspective.) is needed at Kenan to realize their key objective of better beneficiary engagement through community building.
Today, we finally got to talk to the 2 people who seem to be the main users of the Kenan instance of a software for non-profit organizations from one of the leading CRM system vendors in the world. Panomporn Yakapai is the Manager Strategic Partnerships and in that role the key contact for Kenan’s donors, Mike Semmance is the marketing supervisor.
Just like in previous conversations, it wasn’t easy for us to get a full picture of what data is collected at which point in time for which purposes and where that data goes and what Kenan does with it, but our understanding increased manifold — which was also very motivating.
Cristina still put it like this after the second conversation: “Is this really the right place for all the data? We’ve got a Ferrari here and need a tricycle.”
Some discussion ensued on whether we needed to change direction again with our work. Eventually, we agreed that if reducing the number of software products in use at Kenan is another important goal (one that we will give Kenan), this product should be kept and is the most suitable place for all relevant data of Kenan’s external stakeholders — from donors to beneficiaries.
What does this mean for Kenan and its staff — and for us in our role?
Kenan needs clarity on the way forward with data, from an organizational and human perspective, not a technological one.
Clarity on what’s required to overcome the internal silos, to understand that software may change your usual process, but can actually be a support rather than a burden, to enable all colleagues to work properly with the software the organization uses. And clarity on which decisions are needed to achieve that.
Our role is to provide that clarity in our final report.
Today, we walked home. It was a welcome break and beautiful.
