AFP Conference Roundup: The Three A's of Multichannel Success

3) Automation. Constituents expect automation when it comes to:

• Recognition — e.g., personalization; achievement/status recognition; historical recognition (such as acknowledging length of giving or the amount of a person’s last gift in your letter to him).
• Choice and ease of use — Everyone has a preferred channel, McCabe said, but that channel of choice can change based on situations and convenience.
• Consistency of experience — Accurate, up-to-date information, actionable appeals and the power to transact.

Automation reduces staff time, and improves the efficiency of operations and the constituent experience.