Increasing online giving by intelligent design

I’m not an unqualified admirer of Jakob Neilsen’s work, but this Alertbox post makes a lot of sense. What he was trying to find out is what affects online donors’ decisions

We asked participants what information they want to see on non-profit websites before they decide whether to donate. Their answers fell into 4 broad categories, 2 of which were the most heavily requested:

* The organization’s mission, goals, objectives, and work.

* How it uses donations and contributions.

That is: What are you trying to achieve, and how will you spend my money?

Sadly, only 43% of the sites we studied answered the first question on their homepage. Further, only a ridiculously low 4% answered the second question on the homepage. Although organizations typically provided these answers somewhere within the site, users often had problems finding this crucial information.

As we’ve long known, what people say they want is one thing. How they actually behave when they’re on websites is another. Of the two, we put more credence in the latter. We therefore analyzed users’ decision-making processes as they decided which organizations to support.

In choosing between 2 charities, people referred to 5 categories of information. However, an organization’s mission, goals, objectives, and work was by far the most important. Indeed, it was 3.6 times as important as the runner-up issue, which was the organization’s presence in the user’s own community.

(Information about how organizations used donations did impact decision-making, but it was far down the list relative to its second-place ranking among things that people claimed that they'd be looking for.)

People want to know what a non-profit stands for, because they want to contribute to causes that share their ideals and values. Most people probably agree that, for example, it’s good to help impoverished residents of developing countries or patients suffering from nasty diseases. Many organizations claim to do these very things. The question in a potential donor’s mind is how the organization proposes to help. Often, sites we studied failed to answer this question clearly — and lost out on donations as a result…