Hey leader, Josh here. Recently, a conversation with a prospective client took me back to a familiar scene. She shared her painful past with tech implementations, and her question struck a chord: "How will you be different?" It wasn't asked with a laugh; her tone was as serious as a heart attack.
I've heard these horror stories often. It seems every organization has a tech trauma tale to tell. Everyone loves the promise of what technology can do—until they don't.
Headlines scream, "Every Company is a Technology Company" and "Can Technology Transform the Nonprofit Sector?" Sure, these are catchy. But they miss a crucial point. Technology isn't the hero; it's just a tool. And like any tool, its value comes not from what it is, but from how it's used.
So, where do we go from here? How do we ensure technology serves our mission without repeating past mistakes? Here are five practical steps to guide mission-driven leaders toward intentional and joyful tech transformations.
Begin every tech initiative by genuinely understanding your team's past experiences—both good and bad. This isn't just about gathering data; it's about building trust and setting the stage for successful change.
This step is for everyone involved: leaders, consultants, project managers, and front-line staff. Not everyone has the same affinity for technology, nor has everyone had the same experiences with it. We can, however, create a similar framework for approaching new initiatives.
First and foremost, we know that everyone wants to be understood. Being asked and listened to intently can make the world of difference in one’s receptivity to a new path forward. Once you have asked, ask again. Make sure you truly understand what your staff members are saying so you can then start to empathize with their situation. This is why it is essential for us to first ask about your team’s positive and negative tech experiences. This allows us to know what factors are at play when attempting to begin a new implementation process.
We had one client who gave their system a name. They talked about how they hated the system, they wanted to divorce it, and how it let them down all the time. To overlook this sentiment would be to disregard a massive obstacle in the path to delivering a greater impact in the community. It is critical that we understand what has gone wrong so that you can heal, learn, and improve.
Dig into what your organization really needs to further its mission. Forget “how we’ve always done it.” Focus on what’s needed to make a real difference. Then, use these insights to shape your tech requirements.
More often than not, mission-centered requirements are commonly ignored in the nonprofit space. It is difficult, but essential, to allocate time and resources to do the work required to begin any new initiative. Again, grounding ourselves in what we learn from talking with your team is a crucial step to a successful implementation. Leaders must consider how bypassing this step could take another emotional and financial toll on the organization.
Once an implementation process starts, it is typical for many staff members to describe exactly what they have been doing because it is the way it has always been. They neglect the necessary changes that are required to advance the mission. If a process or technology is not centered around the mission, why should someone re-build the same thing?
Before documenting requirements, start by documenting what is currently working, what is not, and what are the pain points that must be solved. Next, strive to come up with a simple description of the feature, prerequisite, or piece of functionality that addresses each of the pain points your organization has outlined. Drill into why it is important and how it will help you achieve your mission. Once documented, circulate it within your organization to gather feedback. Do not seek consensus as it will never happen. Incorporate the feedback and finalize the document. Having this as an artifact for your organization will better prepare you to compare your current systems against your requirements and evaluate new systems methodically and intentionally.
Empathy must evolve into action. As leaders, we need to champion our missions, ensuring every tech decision supports our goals. Don't just delegate this; own it. Document decisions, track tasks, and constantly ask how each step helps achieve the mission.
Whether you are working with a consultant or spearheading the initiative on your own, leverage empathy to the point it transforms into a conviction. Nonprofits must be committed to preventing future traumatic tech experiences and ensuring the technology fully supports the mission. As much as it should be the consultant’s responsibility, do not solely rely on them. Be vigilant in documenting decisions. Ensure someone within your organization has a running list of all committed tasks. Ask why, when, and how does this help us achieve our mission? Reflect on the past experiences of your team and ensure that there is no repeating of previous bad behaviors or habits. Give feedback. Remind yourself that if these efforts do not move the needle forward for your mission, it is hurting it.
Transparency is key. Keep everyone in the loop—why certain technologies are chosen, why others aren’t, and the expected outcomes. This builds alignment and ensures everyone pulls in the same direction.
Communicate everything. Explain why something is not being included in the technology change. It seems simple, yet I do this in my own organization. I forget to communicate why something was not implemented, even though it was taken into consideration. It takes effort and intentionality, but if neglected, especially in the nonprofit space, we introduce ourselves to a greater gap in alignment.
When there is a gap in alignment, it directly affects the impact the organization has on their mission. Communicate small successes, future roadblocks, and when you need the team to buckle down to get something done. A technology implementation, if grounded in purpose and representative of your team’s needs, will be a rallying cry for your organization.
Mistakes happen. Own them. Learn from them. And then use those lessons to prevent future issues. Remember, blaming the technology is easy; committing to meaningful change is hard but crucial.
Yes, it sucks sometimes but often times a staff member’s disdain for a system can be prevented by owning issues and decisions. Whether you are championing the internal build-out, administering an internal system, or a consultant is supporting a solution, the decision maker for each part of the build must own the mistakes and decisions made without blaming it on the technology.
It is easy to place blame on a system. It is hard to commit to transformational change both on a personal and organizational level. Organizational distrust in a system is typically a manifestation of the way the architect, administrators or leaders represent the system. If you use the system as a scapegoat, it will forever be an outlet to avoid the necessary conflict required for continuous improvement, and ultimately, increasing your nonprofit’s impact.
Technology implementations are like relationships. If you don’t invest time, money, energy, and emotion, you will make it a short-term fling and it will leave both parties unsatisfied. If you get into a relationship for the same reasons and with the same approach as the last one, you will get the same results.
Spend the time reflecting and refining yourself and make sure you are ready for the next relationship. Document what your organization will change going forward. Ensure you share the changes with the team, the organization, and your board. Create as much accountability and support as possible to ensure that you are getting into the next relationship for the right reasons.
The nonprofit sector can no longer accept failed and traumatic tech implementation experiences. If your organization is looking to do a new system implementation, take a pause and consider the above. Reflect on why adopting a new system or optimizing an existing one is even important. Put the cause and faces of those you serve behind the decision and determine what actions you can take to make it the most impactful.
Ready to turn your tech troubles into triumphs? Connect with Mission Matters Group today. Our tech experts are dedicated to ensuring your technology aligns perfectly with your mission. Let us help you navigate the complexities of tech implementations with care, precision, and a deep understanding of your organizational needs. Together, we'll craft a technology strategy that brings joy and intentionality back to your work. Reach out to us, and let’s start making a meaningful difference, one successful implementation at a time. Contact Mission Matters Group
