When You Practice What You Preach…

I’m hearing, anecdotally, that cultural transformation at VA and elsewhere might have been nudged into motion by relentlessly handing out my business card and practicing what I preach.

The big thing I’ve learned here is that for me, tech skills and money aren’t what gets the job done. What works is bearing witness to the good works of others. This can work partly through helping ’em get their social networks going, by sharing their stuff.

bizcard
My business card says “customer service rep & founder” and people see that I’m committed to that, every day.

Customer service is a big part of what inspires me; that, and my rabbi, Leonard Cohen. Ya know, customer service can really be corrosive, and it gets worse than the usual trolling and abuse. However, singer and poet Leonard Cohen really helps me get through the day, with a small but substantial assist from Dr Stephen T Colbert, DFA (Doctor of Fine Arts).

Seriously, my team, people smarter than me, and I, we’re listening, and what you say affects the trajectory of our work. If you feel we miss something, please tell us via craigconnects.org/connect, or if you really want, I’m personally at craig@craigslist.org.

(Recently I’ve made a point of reminding people that I haven’t been a spokesman for craigslist, or had any role in management since 2000. On the other side of things, I’ll be in customer service for a lifetime…)

Why I speak ONLY for myself

Hey, recently I’ve made a point of reminding people that I haven’t been a spokesman for craigslist, or had any role in management since 2000.

My deal is that, as a manager, I kinda suck, but I found my calling in customer service, and every day I saw how we helped people put food on the table and put a roof over that table.

Customer service is a big part of what inspires me; also consider that “the arc of the moral universe is long, but it bends toward justice.”(Martin Luther King Jr.)

For a few years now (time flies!) I’ve been working on public service and philanthropy under the craigconnects.org umbrella.

In the short term, I have a few causes I believe in and support a number of organizations who are good at getting stuff done for those causes.

In the long term, over a twenty year period say, my goal is to connect people everywhere, to support the stuff *they* believe in.

People often know me as the founder of craigslist, but these days I’m on my own public service mission. So, thoughts I share publicly here (or anywhere else) are my own, and I speak only for myself.

That way craigslist and its users won’t (or at least shouldn’t) get blamed for anything I say or do.

 

Thanks from the Chief Nerd

Hey, everyone, my team and I’ve been reading everything you’ve kindly posted in response to my updates and posts.craig

My natural, nerdly, inclination is to respond to all, but that doesn’t work, and my focus must be to get good work done.

That work is mostly craigslist customer service, public service, and philanthropy. In my gut, they’re all party of the same thing, the same mission. We articulate that on craigconnects.org.

(Reminder: I haven’t been a company spokesman or in management since 2000.)

Seriously, my team, people smarter than me, and I, we’re listening, and what you say affects the trajectory of our work.

If you feel we miss something, please tell us via craigconnects.org/connect, or if you really want, I’m personally at craig@craigslist.org.

The team I mention?

the team

Otherwise known as:

  • Jonathan Bernstein, principal advisor and consigliere, and Army vet
  • Bruce Bonafede, media relations
  • Susan Nesbitt, nonprofit org expert
  • Allyson Kapin and Justyn Hintze, Rad Campaign, social media
  • Nora Rubinoff, admin guru
  • Mrs Newmark

Thanks for everything, I really value that!

 

10 ways to rule at customer service, hint: watch out for astroturfing

I’ve been doing customer service in different capacities for the last 32 years, more or less… I joined IBM in ’76, became a Systems Engineer in ’82, did CSRthat into ’93. And have been a craigslist (CL) customer service rep (CSR) since 1995. It’s a tech customer service kind of thing.

This is a good time to mention that I do enough real customer service to keep my emotional investment in the CL and grassroots community, but my involvement in CL management ended well over ten years ago, and you need to look elsewhere for a CL spokesman. Getting perceived as spokesman, though, is a big pain in the butt, with no solution. That’s why I’ll direct you elsewhere for CL stuff.

As for my CSR stuff, here are 10 ways to rule at customer service:

1. Treat people like you want to be treated

 2. Talk to people about what they need and want.

 3. Act on what you hear from people.

 4. Repeat #2 – #3 forever

 5. Use your own product, AKA “eat your own dogfood.”

 6. At least, customer service should be a senior position, probably C-level.

 7. Ideally, CEO does customer service.

 8. Focus groups are no substitute for getting out there and talking to real people.

 9. Watch out for astroturfing, fake feedback.

 10. See #1

 

First bi-directional API for nonprofit sector about to launch

Hey, I’m always excited about technology for social good. My motto for craigconnects is using technology to give the voiceless a real voice, and the powerless real power. Recently, I invested in GreatNonprofits.org to create a Yelp for nonprofits. I asked Perla Ni, of GreatNonprofits to write a guest blog post about this investment I’ve made.

Craig Newmark funds API to build user-generated nonprofit reviews into software

GreatNonprofits.org has a robust website with over 170,000 peer-to-peer reviews on over 16,000 nonprofits. GreatNonprofits.org is now building an API to embed these reviews into grants management and employee giving software and other programs so funders and grant makers can look holistically at their portfolios – incorporating the quantitative and qualitative data into decision making. To start, GreatNonprofits.org is partnering with Fluxx – a new grant management software with a lofty goal of bringing all donor management data into one place for better decision-making.

A screenshot of a Fluxx page.
A screenshot of a Fluxx page.

Collaboration, Bi-Directional Knowledge Sharing and Beneficiary Feedback

With more and more CRM tools (like Salesforce) in the market, talk of collaboration and data sharing is rampant.  Organizations are increasingly working with more data and more people—hence, the need for better tools.  This is especially true in the nonprofit sector where grant makers have many data points to manage and consider—from financial to program data and even beneficiary feedback.

While, as humans we are always well intentioned to gather various data points while formulating decisions, the harder it is to gather and analyze this data the less likely we are to incorporate it fully into our analysis. Sadly, this is often the case when it comes to beneficiary feedback in the nonprofit sector.  Well, that is about to change with this recent investment.

A New API; A Whole New World

GreatNonprofits – now the largest nonprofit review site of its kind – is building a write-a-review API. This new API will allow third party partners to integrate reviews into their systems in a seamless and automated fashion.  One of GreatNonprofits first software partners is Fluxx—an innovative grants management CRM system that allows foundation officers and executive staff to easily make decisions by housing all pertinent data in one place.

“We’re trying to push all information to the program manager in one place. And once that data is available to the program manager, he or she can pivot on the view,” says Jason Ricci, CEO of Fluxx.

So whether you’re at a foundation and need to check the 501(c)3 status prior to writing a check or if you want to understand other charities that fellow foundations have donated to, you can do this all in one place.

The partnership between Fluxx and GreatNonprofits is one of the first of its kind to bring this bi-directional data together in one place.  And this is key, because in all the data mining, some times the stories of the beneficiaries served gets lost. But with over 170,000 reviews and growing, plus this new API functionality — these stories will be made available to foundations and corporations all in one place.  And this benefits not only the foundation or corporation who is trying to analyze the impact of the investment beyond financial metrics, but also to the nonprofit who needs a little help in demonstrating their impact to the world.

“What I love about GreatNonprofits,” says Ricci, “is that they’re collecting actual reviews from people in the field who know an organization’s work well—and those reviews are starting to tell stories about that organization’s work.  So from a grant maker’s perspective, they’re not just looking at an organization’s financials to make decisions on whether to fund them, but they’re looking at real reviews from real people.”

So What’s next?

This is the first of many ventures for Great Nonprofits to extend over 170,000 nonprofit reviews to other sectors.  Along with this, GreatNonprofits is looking to partner with employee engagement software providers, so employees of corporations can read and write reviews about the impact they are having on nonprofits, and the corporation can easily collect these stories of impact to marry with other information about their charitable giving programs.

Toward this goal, GreatNonprofits is also in discussion with Benevity, (www.benevity.com), a software social enterprise.  Benevity’s award winning employee giving and volunteering solution, Spark!, is used by some of the most notable companies in the world to engage employees around causes.  Benevity has committed to embed the GreatNonprofits.org API into its platform to help inspire and inform giving decisions for its end users.  The soon to launch partnership with Benevity will help its clients engage their employees and add more information and interaction to their giving activities.

While we wait… (back to Craig)

As an investor, I think it’s really important for the next advancement in the nonprofit sector to bring reviews and crowd-sourced information about beneficiary feedback directly to donors, foundations, and nonprofits.

While we wait for this launch, you’re able to play a part in increasing beneficiary feedback and collaboration by writing a review at GreatNonprofits.  And then, later this year, the information that you write about your favorite nonprofit will be available in the Fluxx grant management software, Benevity’s Spark! workplace giving solution software among others. This relates to my recent blog post, Supporting some nonprofits, and some not, here’s the deal.

If you’re interested in learning more, you can contact GreatNonprofits’ CEO and founder, Perla Ni at perlani@greatnonprofits.org.

Supporting some nonprofits, and some not, here’s the deal

For well over ten years, a whole bunch of nonprofit orgs (NPOs) have asked me for assistance, and I think I’ve gone way above and beyond to help as much as I could.

The vehicle for all that is now craigconnects.org, where I support some causes for the short term, while learning how to do it way, way better with a twenty-year horizon.

I’ve chosen a range of causes that feel right to me, they resonate for me at a gut level. Military families and veterans efforts feel right, so does the effort to help restore trustworthiness to journalism.

altruism2-meme

One way that I validate my gut reaction about a NPO is through good orgs like Charity Navigator, Guidestar, Center for Investigative Reporting, and GreatNonprofits. They help me find good, effective nonprofits. When they talk about America’s 50 Worst Charities or rate how NPOs are doing, I pay attention.

If I believe in a cause enough, it becomes a craigconnects focus, and my team and I locate NPOs who are really good at helping, at “moving the needle,” and support them.

Also, I’ll support NPOs that are effective and do things that I believe in, with no specific pattern.

The danger with going with my gut is that we’ve learned, the hard way, that some NPOs are really good at telling a really good, heart-rending story. Turns out that they aren’t really good at helping anyone who needs help. Cash sent to them winds up in some briefly attention-getting awareness raising, something normally useful, and in salaries and perks. Usually, an NPO gets attention via getting real results, but the kind I’m talking about, they get attention, and hope that no one checks if they get anything done.

NPOs want help from me in social media, both in consulting mode and in using social media to their benefit. I’m okay with both. Even a nerd can get to be good at all this, though I’ll never be good as a natural.

For more, please check out craigconnects.org, check out [connect with Craig], that’s a start, and I really appreciate it.

Thanks!

 

Startups, marriage, and other things I did after 35

Hey, I’m on Quora and I noticed that someone asked:

What do people in Silicon Valley plan to do once they hit 35 and are officially over the hill?

Since life in Silicon Valley ends at 35 unless you hit it big or move up in management (and simple logic tells you that most won’t), I’m curious what people younger than this think they’ll be doing at that age.

Well, I started craigslist when I was 42… Folks seemed to really like my answer, or were just surprised by it. To my surprise, the response has received 82K views, 3,200 upvotes, and counting.

MisterEd

On that note, I decided to write something regarding the onset of my sunset years…

  • I started craigslist in the last blush of my youth. Experience counts folks. I learned a lot in my other roles in other jobs and I brought that with me to craigslist.
  • My involvement in craigslist management ended well over ten years ago. I gave up any management role, but I’m committed to customer service. I do enough real customer service to maintain my emotional investment in the CL and grassroots community.
  • Every day customer service reminds me that we help millions of people put food on the table.
  • I did some work with nonprofits before 35, but didn’t formalize it until I began craigconnects in 2011.
  • Things are starting to not work, as in, my body just isn’t as young as I want it to be; am I right, guys?*

*Note: when I say “guys” I almost always mean “people”, but in this case I mean “male humans of a certain age.”

  • I’ve really accepted what I am, a nerd, modified by customer service.
  • Somehow I’m still surprised, people are asking questions about what they could easily look up.
  • …well, some of us waited til after 35 to get married.

 

Craig Newmark’s big issues for craigconnects in 2013

Hey there folks, I’m figuring out what’s my deal, what do I spend time doing, and what’ll be my main focus for 2013. This seems to be the shortest version which makes any sense to anyone else.

A lot of this involves quiet, back-channel communications, which I might never go public with. Sure, sometimes I gotta be a squeaky wheel, or sometimes I need to be annoying enough to motivate people, but will do so reluctantly.

You’ll see a focus on matters in the here and now, looking to help solve problems that exist now, while learning how make things work better in the longer term by motivating people in increasingly large numbers.

That includes figuring out how to get people to work together, particularly the people at groups with similar goals. Nonprofits with common goals normally find it really hard to collaborate, and that begs for a solution.

Anyway…

craigslist customer service is something I’ve got a hard commitment to, only as long as I live. I got only lightweight stuff to do these days, which is a big deal since:

  • it reminds me of what’s real, when I hear from people who get food on the table via our site.
  • it reinforces my emotional investment in operating from the grassroots level on up, in identifying with the grassroots, and in viewing life from the bottom up.

Also, there’s my craigconnects.org stuff, which includes a number of areas, but the two big areas are military families/veterans issues, and journalism trust/ethics issues.

If someone’s willing to serve overseas and risk taking a bullet for me, I should give back at least a little. Also, everyone should remember that it’s not only a troop serving, it’s also his or her family who give up a lot for all of us.

1. There are networks of military spouses, often linked by the mailing lists (listservs) where spouses at specific bases help each other. Multiple spouse organizations maintain their own networks. Finally, the senior-most spouses talk with each other. If they would work with each other, and supported each other, they could get a lot more done, including much of what follows this item.

2. Military families sometimes need a hand from one of the tens of thousands of helping organizations around the US. This is what the Joint Chiefs call the “sea of goodwill” and the problem is locating who can help with what. A milfam group has built the beginning of a database and smartphone app toward this end. (Veterans need this also, but spouses groups might just have the lead.)

3. There are specific areas where maybe I can help in very minor ways, for example:

  • schools that serve military kids, at specific bases, are underfunded. A matching grants effort via DonorsChoose.org might be useful.
  • when a spouse moves from a base in one state to another, we need to find ways to make re-licensing fast to avoid loss of income.

4. Spouses and veterans need jobs, and the Veterans Job Bank is a good start. It needs updating, and then, we need to tell people it exists and is useful.

5. It’s really difficult for veterans to express military skills and experience in terms that civilian hiring managers can understand. Better programs need to be developed and they need to be actively used during transition from active service.

6. Troops who transition from active service can have a really hard time getting disability claims approved. The Fully Developed Claims effort needs to be amplified during transition and thereafter. Also, perhaps the Department of Veterans Affairs disability approval backlog can be helped by effectively getting the assistance of Veterans Service Organizations. VSO worker level personnel, maybe working directly with VA disability raters can help accelerate processing in unexpected ways. (Disclaimer: I’ve been personally involved with the VA employee innovation effort which has already helped a little.)

7. There needs to be greater outreach by VA medical centers via social media, and also regarding Blue Button efforts which allow veterans to download medical and work experience while in service.

 

Okay, the other big area I focus on involves journalism integrity and ethics, toward increasing the trustworthiness of news reporting. I really am aware that I’m not in the news industry, and won’t tell people how to do their job.

However, I really want to get news I can trust. After all, the press is the immune system of democracy… or should be.

Toward that end, I’m already working with the Poynter Institute, which is a really big deal in professional journalism. They’ve run a conference on journalistic issues, raising big issues. For example, to maintain a pretense of objectivity, it’s common to bring on a speaker a reporter knows will attempt to deceive the public. In such a case, is the reporter and news outlet complicit in that deception?

Moving forward, I’ll be increasingly involved in publicly raising such issues publicly, with the objective of finding news I can trust. That means working with more news organizations with a history of trustworthy behavior.

Finally, well, I was heavily involving in protecting the rights of all eligible Americans to vote, mostly by supporting organizations with boots on the ground. I figure this is about the values articulated in the Declaration of Independence, in that all are created equal, and that we really can be the “shining city on the hill.”

However, there are people who disagree with universal suffrage, and have taken that to the Supreme Court, so I’ll continue to help.

Anyway …

Please remember that I’m doing this real discreetly, not really rocking the boat except when a little of that is required, just the least amount needed.

Finally, nothing I do is altruistic the way I look at things; it just feels right. A nerd’s gotta do what a nerd’s gotta do.

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