Tech Beginner’s Guide

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Contents
Tech Beginner’s Guide – Thai edition ........................................................................................................... 1
Introduction .................................................................................................................................................. 5
How to Use This Guide .............................................................................................................................. 5
Overview and Goals .................................................................................................................................. 5
Acquiring and Using Hardware and Software ............................................................................................... 6
Tip 1: Know What You Have...................................................................................................................... 6
Tip 2: Know What You Need to Do ........................................................................................................... 6
Tip 3: Prioritize (Put Out the Fires First) ................................................................................................... 6
Hardware Basics ............................................................................................................................................ 8
1. Do You Need a New Computer? ....................................................................................................... 8
2. How Will You Be Using the Computer?............................................................................................. 8
3. Mac or PC? ........................................................................................................................................ 8
4. New, Used, or Refurbished? ............................................................................................................. 9
5. Laptop, Desktop, or Tablet? .............................................................................................................. 9
6. Know Your Hardware ...................................................................................................................... 10
7. Do Your Research ............................................................................................................................ 15
Software Basics ........................................................................................................................................... 16
A Note on Terminology ....................................................................................................................... 16
Planning for and Choosing Software....................................................................................................... 17
Tip 1: Standardize as Much as Possible .............................................................................................. 17
Tip 2: Get Familiar with Software Licensing........................................................................................ 17
Tip 3: Evaluate Cloud-based software ................................................................................................ 18
Tip 4: Do Your Research ...................................................................................................................... 19
Installing and Maintaining Software ....................................................................................................... 20
Installing Your Software ...................................................................................................................... 20
Keeping Track of Software .................................................................................................................. 20
Keeping Your Software Up-to-Date .................................................................................................... 21
Servers and Networking.............................................................................................................................. 22

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 An Introduction to Networks .................................................................................................................. 22
Key Networking Technologies ............................................................................................................. 25
Setting Up Your Network ........................................................................................................................ 26
Network Planning................................................................................................................................ 26
Securing Your Networks.......................................................................................................................... 27
Securing Your Wireless Network ........................................................................................................ 27
Setting Up a VPN ................................................................................................................................. 28
Server Basics ............................................................................................................................................... 29
What is a Server? .................................................................................................................................... 29
Do I Need a Server?................................................................................................................................. 29
Server Terminology ................................................................................................................................. 30
Server Hardware ................................................................................................................................. 30
Server Operating Systems ................................................................................................................... 31
Server Applications ............................................................................................................................. 31
Assessing Your Server Needs .................................................................................................................. 32
Securing Your Server ............................................................................................................................... 33
Server Alternatives.................................................................................................................................. 33
Cloud Applications .............................................................................................................................. 34
Network Attached Storage ................................................................................................................. 34
Website Basics ............................................................................................................................................ 35
Planning Your Website ............................................................................................................................ 35
What You Need to Know about Websites .............................................................................................. 35
Registering Your Domain Name .......................................................................................................... 36
Choosing a Web Host .......................................................................................................................... 36
Using a Web Content Management System (CMS) ............................................................................ 36
Going Mobile....................................................................................................................................... 37
Integrating with Your Other Technology ............................................................................................ 38
Incorporating Social Media ................................................................................................................. 38
Getting Noticed with Search Engine Optimization (SEO) ................................................................... 38
Measuring Your Success with Web Analytics ..................................................................................... 38
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 A Reminder about Accessibility .......................................................................................................... 39
Taking Care of Technology in Your Organization ........................................................................................ 40
How Do You Communicate About Technology? ..................................................................................... 40
User Support ........................................................................................................................................... 40
Internal Support .................................................................................................................................. 41
Staffing for Internal Support ............................................................................................................... 41
Training for Your Staff ......................................................................................................................... 42
External Support ................................................................................................................................. 42
Working with Volunteers and Consultants ......................................................................................... 43
Key points when working with technology volunteers....................................................................... 43
Key points when working with consultants ........................................................................................ 44
Knowledge transfer and interaction with existing staff...................................................................... 44
Working with an external support company ...................................................................................... 45

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Introduction

TechSoup Asia’s Tech Beginner’s Guide has been specifically designed to help social benefit
organizations make the kind of decisions that will ultimately increase the reliability and security
of their information technology at a minimal cost. It is based on the experiences of on-site
consultation by TechSoup Global staff and our interactions with the nonprofit technology
community. It presents the most basic technology information in an easy-to-understand manner.
It takes a holistic approach to technology by focusing on the areas that is most appropriate to
small- to medium-sized nonprofit organizations.

How to Use This Guide

There is no one resource for every nonprofit’s technology needs. Think of this book not as a
panacea to solve every technology need your nonprofit has, but instead as a starting point for
thinking about technology issues in your organization. The Tech Beginner’s Guide can also
serve as a way to get people throughout an organization to have a basic level of understanding
about technology issues. For example, if you are an accidental techie at your organization and
find that you lack the budget, training, or staff to handle IT situations that arise, you can use the
Tech Beginner’s Guide to educate your executive director about the challenges of nonprofit IT.
Similarly, your organization could use this book as an outline when talking with a consultant
about your organization’s tech needs.

Overview and Goals

The Tech Beginner’s Guide has four major goals. When the guidelines and recommendations
herein are appropriately implemented, they can help your organization:

 Reduce instances of catastrophic computing failures.

 Decrease the time and expense needed to support basic computing infrastructure.

 Increase your ability to engage in smart IT planning and management.

 Enable technology assistance providers to implement solutions according to sound tech

principles at a low cost.

 Be prepared for growth in your organization and its mission with a scalable IT
infrastructure.

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Acquiring and Using Hardware and Software
Buying and setting up a computer is a big investment, and with so many different options
available, it can be hard to figure out how to meet the technical needs of your organization and
still stay within your budget.

This guide will help you understand the questions to ask when shopping for a computer and
investing in software. In the hardware section, you'll find a quick reference checklist with
definitions of some basic technology terms, as well as the minimum standards we recommend
for computers. In the software section, you'll find definitions of key terms and tips for purchasing,
installing, and maintaining new software.

Tip 1: Know What You Have

An inventory is a specific, detailed description of what you own and where it is located. Your
technology inventory will include all the software you use in your organization, as well as
hardware, servers and network information, and technical support and vendor contact
information.

An assessment is qualitative. How well is your technology working? How well does it support
your day-to-day processes and your organization's long-term mission?

Having a clear inventory and assessment of the software, hardware, and other technology you
currently use is a crucial first step in planning for technology acquisitions. This allows you to
avoid mistakes (such as duplicate purchases or incompatible software) and to plan future
purchases more effectively.

Tip 2: Know What You Need to Do

A technology strategy is a short document outlining organizational strategic goals and how
technology can support those goals over a two- to three-year timeframe. This document will
likely contain some specific technology goals that should help guide your technology selections.

Regardless of whether you've written a formal technology strategy, you still need to be able to
clearly articulate what you want your technology to do. What do you need to do as an
organization and how will technology support those needs? A key thing when defining your
technology needs is to consider what you want to do with the technology, not simply what
specific tools you think you need to buy.

Remember that all your technology planning should be deeply rooted in an understanding of
what will best support your mission. Technology is not a goal in and of itself. Technology is
important because of what it allows your organization to do.

Tip 3: Prioritize (Put Out the Fires First)

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Negotiating your technology priorities can be difficult. The important thing is to go back to your
original vision of how technology can help you accomplish your mission. What are the highest
priority needs that technology will help you meet? Are there any glaring problems you need to
address first?

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Hardware Basics
This section is designed to help you ask the right questions so that you can make informed
decisions when acquiring computers for your organization.

If you just need a quick reference guide to computer hardware and the minimum standards
TechSoup recommends, you can skip to "Get to Know Your Hardware."

1. Do You Need a New Computer?

It's possible some basic maintenance tasks or a simple hardware upgrade can boost
performance and give your old computer new life.

2. How Will You Be Using the Computer?

If you do need a new computer, one of the most important things to consider is how you will
actually use it.

 What kind of work will your staff be doing? Basic office tasks, like creating
documents and spreadsheets, checking email, and using the Internet? Or heavy-duty
work with video, audio, or images? Audio-visual work tends to be resource-intensive and
will require a more robust computer.
 Will your staff be traveling or only using the computer in the office?
 How does the computer fit in with your existing technology?
o What operating system(s) do you use? Operating systems use up most of your
computer's resources. If you barely meet the minimum hardware standards for
using your operating system, you may not have the computing resources to do a
lot of other tasks at the same time (multitask).
o What software do you use? Do you have software that only works with a certain
type of computer or only runs on a particular operating system?
o 32-bit or 64-bit? The key thing to know is that hardware and software come in 32-
bit and 64-bit versions. If your computer has a 32-bit operating system or
hardware, you cannot run 64-bit software on it.
 What are your future plans? Are you planning to upgrade your operating system or
add a new kind of software? Are you planning to do different kinds of tasks in the next
couple of years?

3. Mac or PC?

The choice between Mac and PC often comes down to personal preference. Both types of
computers have their merits. Macs and PCs use the same kinds of internal processors, so they
are equally powerful. The main difference between Macintoshes and other computers is the
operating system they use: Apple computers run Mac OS X (the latest version is called Lion)
and PCs run Windows (the latest version is Windows 7). The Software section includes more
information on operating systems.
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A few things to keep in mind:

 Apple computers are usually more expensive off the shelf than a similar PC;
however, some argue that the long-term cost for a PC is actually higher, due to
additional software and maintenance costs.
 There is some software that will only run on Windows. Make sure the software you
depend on is compatible with your new computer's operating system.
 The more similar your computers are the easier your technology will be to
manage. If you have different types of computers, running different operating systems
and different software, troubleshooting and maintenance become much more
complicated. Consider whether you already have a Mac- or PC-centric office and
whether it’s worth switching some or all computers.

4. New, Used, or Refurbished?

If you plan to use the computer for basic office tasks like word processing, email, and web
browsing, you probably don't need a top-of-the-line or brand new computer. A used or
refurbished computer may be just fine. Used and refurbished computers are usually much less
expensive than new computers. They're also a greener option, since you're extending the life of
an old computer rather than buying a brand-new one.

A refurbished computer may be a better option than a used or donated one. Refurbished
computers are older machines that have been carefully inspected and updated by professionals.
If you get your refurbished computer from an authorized professional refurbisher (and you
always should), you will know it is in good working condition. Refurbished computers also often
have a warranty of some kind.

There are some additional things you need to think about when buying refurbished equipment:

 Failure and return rates. Check the refurbisher's failure and return rates.
 Warranty. You probably won't get a three-year warranty for a refurbished computer, but
a three-month warranty is pretty standard. This should cover any out-of-the box
problems.
 Peripherals, software, and documentation. Make sure you know what is included with
your computer. Refurbished computers, for example, rarely come bundled with a
monitor.

If you are buying a used (rather than refurbished) computer or accepting a donated one, make
sure a knowledgeable person inspects the computer thoroughly first. This will help ensure the
computer is functioning properly and that it will meet your needs. Remember that as alluring as
a free or very cheap computer might seem, an old one in poor condition can actually be more
trouble than it is worth.

5. Laptop, Desktop, or Tablet?

When deciding whether a laptop, desktop, or tablet (hand-held) computer will best meet your
needs, the key things to consider are:
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  Price. Laptops are usually more expensive than an equally powerful desktop computer,
even if you factor in the cost of a monitor for your desktop. Parts and repairs are usually
more expensive for laptops as well.
 Travel. If you will only be using the computer in the office, a laptop probably isn't worth
the added cost.
 Upgrade, repair, and maintenance. Especially if you're planning to do this yourself,
keep in mind that fixing or upgrading a desktop computer is much easier than a laptop or
tablet.
 Size or "form factor." Desktop computers can be the traditional bulky tower, compact
models that are smaller than a loaf of bread, or an all-in-one model (where the computer
and the monitor are all one piece). Laptops come in different sizes, too: from tiny
netbooks with miniature keyboards and 10-inch screens to ultra-thin or ultra-portable
models to giant models with 17+-inch screens that don't even need a separate monitor.
A few things to consider:
o If you will be traveling a lot, size and weight are important considerations for
laptops.
o Smaller models are often more costly than a comparably equipped standard-size
model.
o There is often a trade-off between small size and computing power. Inexpensive
netbooks, for example, may not be powerful enough to serve as your main
computer.
o Tablets (as handy as they can be and as popular as they are) aren't suitable for
heavy use for office productivity tasks, but they're great for web surfing, checking
email, and reading documents on the go.

6. Know Your Hardware

There are a few key things you should understand when you're making a decision about which
computer to buy. We'll define them and provide the minimum standards you should be looking
for to support performing basic office tasks.

Component Definition Key Consideration Minimum Standard

Performance, which is
based mostly on:
This is your computer's brain, and
CPU (Central its function – as you might imagine  Number of cores
Processing – is to process information. (single, dual, quad, Dual-core processor
Unit) and so on). with mid-range clock
Also known as:  Processor speed or speed (2.6 GHz).
processor Usually, a faster processor means
"clock speed," which
a faster computer.
is measured in
Gigahertz (GHz).

RAM (Random Amount of memory, which is

RAM is used to temporarily store
Access measured in Megabytes
information while your computer is
Memory) (MB) and Gigabytes (GB). 1 GB.
running. More memory allows your
Also known as: There are 1024 Megabytes
computer to run more quickly, up to
memory in a Gigabyte.

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 Component Definition Key Consideration Minimum Standard
a point.*

Confusingly, memory is not the

same thing as storage (see below
for additional information). Storage
is what allows you to keep files and
software stored long term, while
memory is what your computer
uses short term to perform its basic
functions.

*32-bit operating systems can't use

more than 4 GB of RAM, so if you
have a 32-bit OS, you don't need
more than 4 GB of RAM.
Storage
The amount of information (files,
Also known as: Amount of storage, usually See Hard Drive
data, software, photos, video, and
hard-disk measured in GB. below.
so on) your computer can store.
storage
The hard drive is where most of the
information on your computer is
stored.

There are two main types of drives:

 Traditional drives are

spinning disks attached to a
platter. Because the drive
has these rapidly moving
parts, hard drives are
susceptible to mechanical
Hard Drive failure. For example, when
Also known as: your drive "crashes," it's
hard disk, because the spinning disk Disk size: the amount of 160 GB storage
hard-disk drive literally crashes into the storage space on the disk. capacity.
(HDD), or platter underneath it.
internal drive  Solid-state drives do not
have moving parts and,
therefore, are less likely to
have mechanical problems.
They are also faster and
quieter than traditional
drives, but they are also
significantly more expensive.

Note: an external hard drive is

basically the same thing as an
internal drive. An external drive just
has a case surrounding it and a
cable to connect it to your
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 Component Definition Key Consideration Minimum Standard
computer.
How your computer connects to the
Internet or networked devices.

 An Ethernet port lets you

plug your computer into a
router for "wired" access.
 A wireless adapter or  Ethernet port
wireless card enables your and
computer to connect to the Wired and wireless  A wireless card
Networking
Internet and other devices connection capability.
or adapter.
wirelessly.
 Bluetooth is a technology
that allows your computer to
wirelessly connect to other
devices, but it doesn’t allow
your computer to connect
directly to the Internet.

Device ports: how your computer

connects to other devices, like a
keyboard, mouse, printer, digital
camera, or external hard drive.
Different devices use different
cables to connect to different kinds
of ports. The most common ports
and cables are:

 USB (Universal Serial Bus) –

the current standard is USB
2.0, which provides a faster
connection than the older
Device ports: Several
Ports USB 1.1 standard.
USB 2.0 ports.
Also known as:  Firewire (also known as What devices you will
output ports or IEEE 1394, iLink) provides connect to your computer.
interface ports an even faster connection for Audio and video ports:
high-speed data transfer. VGA port.

Audio and video ports: How your

computer connects to speakers and
external displays, like a monitor or
television screen. There are
different kinds of outputs, including:

 VGA (analog) output is

included on almost all
desktops.
 DVI (digital visual interface)
carries only video, not audio.

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 Component Definition Key Consideration Minimum Standard
 HDMI (high-definition multi-
media interface) carries both
audio and video. Mini HDMI
ports are often used on
portable devices.
 Like HDMI, DisplayPort and
Mini DisplayPort carry both
audio and video.

The graphics card or chip is what

allows your computer to process
and display visual information (text, Amount of system memory
images, video, and basically (RAM) and tasks you are
everything you see on your performing:
computer screen). Integrated graphics:
 If you have at least 2 fine for most everyday
GB of RAM,
Graphics Card There are two main types of office functions.
integrated graphics
Also known as: graphics processors:
should be sufficient in
graphics Dedicated graphics
most cases.
processing  Integrated or on-board card: only needed if
unit (GPU)  If you work with a lot
graphics cards are built into you're planning to
of digital video, you
your computer, and they work with a lot of
will probably need
share your computer digital media.
more RAM and/or a
system's main memory.
dedicated graphics
 A dedicated graphics card card.
has its own, separate
memory.

Optical drives let you read and

record (or write) to CDs, DVDs, and
Blu-Rays. A "burner" or "recorder,"
usually labeled "RW," allows you to
record or write information to discs.

Most drives are labeled with the

type of discs they are compatible  What media you are
with, as well as whether they can using (CD, DVD, and
Optical Drives record or write to a disc or only play so on).
Also known as: or read it. Functioning DVD-
 What devices can and
removable ROM/CD-RW device.
need to read that
media
 Devices labeled "ROM" can data.
only play discs; they cannot
write to them.
 Devices labeled "RW" allow
you to write information to
discs.
 For example, a DVD-
ROM/CD-RW can play DVDs
and can both play and record

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 Component Definition Key Consideration Minimum Standard
to CDs.
 Desktop
monitor: 15"
monitor
(measured
diagonally),
For monitors, the key
Electronic equipment connected by considerations are: 1024x768
cable (or wireless integration) to screen
your computer’s CPU. resolution.
 Screen size.  Laptop screen:
 Display resolution is size will depend
 Monitor or screen. based on the number on
Peripherals  Keyboard. of pixels (the little organizational
 Pointing devices (mice, dots that make up the needs;
trackballs, touchpads). image you see on 1024x768
 Printers, scanners, and other screen) that can be screen
optional devices. displayed; more resolution.
pixels means a  Fully
sharper display. functioning
keyboards and
pointing
devices.

When not plugged into an outlet,

laptops use a rechargeable battery
for power.

Some laptops can have an

extended battery added. This
Battery and Battery life: how long the
makes the laptop bigger and No specific
Power battery retains power after
heavier but significantly extends recommendation.
Consumption charging.
battery life.

Some laptops have batteries that

cannot be removed, which makes
them more costly to replace when
the battery wears out.
Desktops, laptops, and tablets
come in different sizes.

Some desktop terms you may hear:

Unless you will be traveling
Size or "Form  Full-size: these computers a lot, size is not usually a No specific
Factor" are encased in a standard major factor when choosing recommendation.
(sometimes bulky) "tower" a computer.
case.
 Compact: smaller than full-
size towers (sometimes
called "mini-towers").

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 Component Definition Key Consideration Minimum Standard
 All-in-one: the computer and
the monitor are all one piece.

Laptop terminology:

 While we use the term

"laptop" in this guide,
"notebook" means the same
thing.
 A netbook is a very small,
lightweight (and less
powerful) laptop computer.

7. Do Your Research

When doing your research, keep your organization's needs, budget, and the minimum
requirements in mind and ask yourself:

 Will this product meet our needs?

 What do you know about the company that makes the computer? Do they have a good
reputation? What about the particular computer you're looking at?
 What kind of warranty do you get and how long does it last?
 How good is the company's technical support and how long can you use it?
 What other hardware comes bundled with the computer? A monitor, keyboard, mouse,
cables?
 What software comes with the computer?

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Software Basics
From basic office tasks to fundraising to tracking client services, nonprofits need software to get
their work done. This section of the guide will provide a quick introduction to some basic
software terminology and provide tips for selecting, installing, and maintaining software at your
organization.

First, some quick definitions:

Traditional software is software that is installed directly onto your computer or server, such as
your computer's operating system or Microsoft Office.

Cloud-based or online software is software that is hosted somewhere else, meaning it is not
installed on your organization's computers. Usually, you access it over the Internet using a web
browser. Related terms that you may hear are web apps, cloud computing, or software as a
service (SaaS).

Desktop software is the term for software you install on your computer to perform everyday
tasks like creating documents, storing and analyzing data, keeping your computer secure, and
communicating with others. Desktop software includes things like the computer operating
system, office productivity tools (word processing, email, database, presentation creation),
graphic design, and antivirus and security software.

Many kinds of "desktop" software are also available in online versions or mobile versions.

The operating system (OS) is the basic software that allows your computer and your mobile
devices to run. Most computers and other devices come with the operating system already
installed, so you usually don't need to purchase the OS separately. However, your organization
might get a donated or used computer that does not have the operating system installed, or you
may need to change or upgrade your existing operating system.

Macintosh computers usually run Mac OS X (the latest version is called Lion), and PCs usually
run Windows (the latest version is Windows 7). Linux is an open-source operating system, most
often run on PCs. Regardless of which operating system you choose, you need to make sure
your hardware and your other software are compatible with the new operating system.

Like computers, smart mobile phones also have different operating systems, including Apple's
iOS, Google's Android, BlackBerry's operating system, and Microsoft's Windows Mobile.

A Note on Terminology

The terms software, app, and application are often used interchangeably. This can be
confusing. "App" is short for application, and it can sometimes refer to something that is more
limited or simpler than a full-fledged "application," sort of a mini or junior application.

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More often, the word "app" is used along with "mobile" or "web" to describe how the software is
accessed and used. A mobile app, then, is just a piece of software that was created to be used
on a mobile device. A web app is software that you access and use online, either via a
computer or a mobile device.

For purposes of the software guide, we'll use software as the umbrella term and use "apps" to
refer specifically to the mobile and web app categories of software. We'll also be covering web
apps and mobile apps in more detail in forthcoming sections of this guide.

Planning for and Choosing Software

Tip 1: Standardize as Much as Possible

Standardization is a strategy that helps minimize technology costs by keeping hardware and
software as consistent as possible and reduces the number of tools you have that do the same
basic tasks. For example, if you've standardized your software, every computer in your
organization would have the same operating system and the same office productivity tools.

Having software standards in place can help your organization:

 Streamline technology infrastructure and simplify decision-making.

 Reduce purchasing and maintenance costs.
 Reduce the burden on technical support staff. Each new piece of technology you bring
on board has a learning curve. The troubleshooting and support skills needed for each
piece of software are different.
 Avoid compatibility problems. The more different kinds of software you have, the more
often you’ll encounter conflicts and errors that are hard to isolate and fix.
 Improve communication. When there's no standard, it’s harder for your technical support
to communicate with your staff. Neither side really knows what the other is talking about.

A standard image is one way to help standardize your technology. This is a pre-defined set of
software that is installed on each computer. This means that everyone has the same basic
software and you have a handy checklist to refer to whenever you get a new employee or a new
computer.

Keep in mind, certain roles may require different software. For example, finance staff will require
finance and accounting software that would not be relevant for other employees. Think through
the different kinds of roles in your organization. You can probably come up with a standard
image for each type of staff, and you can refer to the standard image when setting up new
computers.

Tip 2: Get Familiar with Software Licensing

Software licensing is a complicated topic, but the first thing to understand is that you don't
actually own the software you're using (even if you've paid for it). Buying software is kind of like

17
buying a DVD: you own the physical copy of the DVD, but that doesn't give you rights to the
original screenplay or finished movie. It's the same with software.

In fact, you are actually only renting or licensing the right to use the software, often in restricted
ways: for example, on a certain number of computers, for a defined number of users, for certain
purposes, or for a defined time period. That's why using software often involves licenses and
various legal agreements and contracts. There are a few licensing terms it's helpful to be
familiar with:

 Free/Open source: In a software licensing context, "free" doesn't have anything to do

with price. It means free in the sense of "free speech" and refers to the rights and
restrictions imposed on using software. "Open source" is slightly different from "free," but
in general, if a program has a free or an open source license, you don't have to pay
anyone or ask their permission to install it. You can also copy and redistribute the
software to your heart's content.
 Proprietary software: If the software is proprietary or closed-source, you'll usually find
significant restrictions in the license that limit the ways you can use the software, copy it,
alter it, and redistribute it.

The End-User License Agreement (EULA) spells out the restrictions on software use. The
EULA is that long mass of text that appears when you're buying or registering software. Almost
everyone clicks "I agree" or "I accept" without actually reading the agreements. However, the
EULA explains everything from what you can do with the software to what the software
company can do with your data and what additional software the company can install on your
computer. This means it's a good idea to review these agreements, but it's especially important
to do so for one-off or small software purchases from less well-known companies.

Volume licensing: Most major vendors offer some type of bulk purchasing and volume
licensing option for software. The terms vary, but if you order enough software to qualify,
volume licensing can be cheaper and more convenient for your organization. Nonprofits
sometimes qualify for volume licensing with very small initial purchases. Also, volume licensing
often provides you with a central place to manage all your licenses for a particular product or
group of products.

A Client Access License (CAL) is a specific type of license that allows "clients" (the technical
term for individual users or specific devices like computers) to connect to and use server
software. We'll talk a bit more about clients and CALs in the forthcoming Networking section of
this guide.

Tip 3: Evaluate Cloud-based software

Most of us have a Gmail, Yahoo! mail, or Hotmail account and maybe we've dabbled in using
shared online documents like Google Docs or Microsoft Office Web Apps. Those online tools
are all considered cloud computing. But cloud computing goes far beyond these basic tools —
nonprofits can use the cloud for IT tasks ranging from backing up data to managing donor
databases.

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Cloud technologies are often attractive to nonprofits because they often involve very little up-
front cost to set up, can require fewer IT resources to manage, do not require on-site hardware
(such as expensive and complicated servers), and can be conveniently accessed from any
computer with an Internet connection. Cloud technologies can also be a greener option than
traditional technologies.

Tip 4: Do Your Research

Below are a few questions to ask when you're researching a software purchase:

 Will this software meet our needs? For larger and more complex software purchases,
you will want to develop detailed requirements as well as research and compare several
different vendors.
 What do you know about the company that makes the software? Do they have a good
reputation? What about the particular software you're looking at? Read and compare
reviews before making a decision.
 What are the technical requirements for using the software? Is the software compatible
with your existing hardware and other software? For cloud-based technologies, do you
have a reliable Internet connection and enough bandwidth to use the software?
 Does the software meet your organization's security requirements?
 How many people will need to use the software?
 What are the up-front and ongoing costs?
 What licensing options are available? Is there a volume discount?
 Does the company offer special nonprofit pricing?
 How are patches, bug fixes, and upgrades handled?
 Is there a free trial available? Using a trial version of the software before purchasing can
help make sure the software is compatible with your existing hardware and software and
that it meets your organization's needs.
 What is the return policy, if any?
 What kind of tech support do you get? How long can you use it?
 What kind of training is needed to use the software effectively? Does the vendor provide
good documentation or additional training resources?

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Installing and Maintaining Software
Now that you've chosen your software, you'll need to install it before you can start using it. This
section will provide an introduction to software installation and some tips for maintaining and
troubleshooting your software.

Installing Your Software

The first step in installing your software is actually getting your hands on the software itself. You
can access traditional software in two different ways: getting a physical copy of the software on
an installation disk or flash drive or by downloading the software from the vendor's website.
Cloud-based software often (though not always) won't require any installation, because the
software and related information is all stored and managed on the vendor's servers.

Once you've acquired the software, you need to install it onto specific computers. You have a
few options: you can install software individually on each separate machine or you can manage
software installations centrally. If you are a small organization with only a few computers or only
a few users need to use the software, installing software individually is fine.

But if you're a larger organization, you might want to consider centralizing software installation
and management with a systems management software suite or software installers.

 Systems management software bundles together several different tools that can make
an administrator’s life easier. For example, it lets you specify standard, scripted answers
to all of the questions that normally come up during the installation and setup process.
With most systems management software, you don’t even have to touch the computers
you want to install software onto. The systems management software will push out
software to the computers on your network and start the process automatically from your
server. Systems management software can also handle other administrative tasks such
as patch management, asset management, and network monitoring. These tools can be
expensive as well as complicated to set up and maintain, so they are most appropriate
for larger organizations with good in-house technology support. Microsoft’s System
Center Configuration Manager (available through TechSoup), KACE, and Novell
ZENworks are examples of systems management software.
 Software installers (often used with Windows systems) can also help you with software
rollouts, but they’re not as powerful as a systems management suite. InstallShield is an
example of a software installer.

Before you install new software, it's a good idea to run a backup on your computer (and if you've
been following the Baseline Standards, your computers are already being backed up regularly).
That way, if something goes terribly wrong during the installation, your data is protected and can
be restored. This is especially important when you're installing a new operating system.

Keeping Track of Software

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Whatever system you have in place for tracking software licenses, use it to record the number
of licenses you’ve purchased, the number of copies you’ve installed, and the location of the
installed copies.

Also be sure to keep track of your installation disks, passwords, and license keys. If you have
received a software donation from TechSoup, it can also be helpful to keep a copy of the
fulfillment email. This email will usually include your product registration key (if needed), links,
and other helpful information.

Tools for tracking software include:

 The Software License Inventory in the Blue Shield Guide.

 Volume licensing programs usually provide an online account that is automatically
updated when you acquire or activate a copy of that company's software.
 Spiceworks and TechAtlas for Nonprofits are free asset management and inventory
tools. Tools like KACE and GFI LanGuard can be used to inventory and manage more
complex technology setups.

Keeping Your Software Up-to-Date

Software patches and updates often fix security problems that could allow attackers to
compromise your organization's computers. Keeping your software up-to-date is one of the
easiest and most important things you can do to help keep your computer healthy and secure.

Most major software packages have an automatic update feature that will notify you when an
update is available. In most cases, all your users need to do is click 'OK' and follow the on-
screen instructions when the notification appears. For centralized patch and update
management, systems management software and software installers can be used, as discussed
above.

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Servers and Networking

This section will provide an introduction to basic server and networking concepts. Even if you
plan to hire an external contractor or IT support person to help build or manage these
technologies for you, understanding some basic concepts will help you better define your needs,
evaluate proposed solutions, and understand any issues or problems that may arise. It will also
help you communicate more easily with your technology vendors and IT support.

An Introduction to Networks
Networking technology can be a little intimidating, but it's a huge part of our everyday lives and
an important part of how most organizations get their work done. If you have a shared file
system, Internet access, or a shared printer at your office, your office is networked. Email and
other communications are transmitted over the Internet, which is the biggest network of all
(actually it's a whole bunch of networks that are all connected to each other).

What is a Network?

A network is any interconnected group of people or things capable of sharing meaningful

information. In a technology context, "network" usually implies that computers are the things
doing the sharing.

Why Network?

Networks are important because they facilitate resource sharing and provide faster, easier
access to information and communications. For example, a network lets you store an important
report on a shared drive, where everyone who needs the information can always access the
most recent version (rather than, say, copying the report to a portable thumbnail drive and
handing the drive to someone else). Rather than buying one printer for every employee, an
organization with a network can buy a single printer, connect it to the network, and set it up so
that every user in the organization can print to it.

Networks also allow you to share computing power by using a server. More on servers in the
Server Basics section, below.

Types of Networks

Different terms are used to describe how devices are connected together:

 A computer totally disconnected from other computers is a standalone computer.

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 Peer-to-peer: A peer-to-peer network means multiple computers are connected to each
other, rather than relying on a server to share information. In this type of network, every
computer can communicate with all the other machines on the network, but in general
each one stores its own files and runs its own software.

 With a client-server network, individual computers are called "clients." And the server
performs critical functions on behalf of the clients on the network. These functions might
include data storage or running large, shared, resource-intensive software such as
databases and constituent relationship management (CRM) software.

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  In a cloud-based network, an organization's data, software, and other resources are
hosted on servers outside the organization. The organization accesses and manages
those resources via the Internet, using a web browser. And because the servers and
services are in the cloud, you don't need to be in the office or connected to your
organization's network to access them.

There are also different terms that describe the network's scale or size:

 A local area network (LAN) is a network designed to cover a single building or office, and
its purpose is to connect and share computing resources within a single organization. LANs
may be wired or wireless.
 A wide area network (WAN) connects a single office or branch's local area network to its
parent organization's network.

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 A Virtual Private Network (VPN) is a way to allow staff to securely access information and
resources on your network from outside your organization.

Key Networking Technologies

There are a few key networking terms and technologies you should be familiar with. In this
section, we'll cover the protocols (or agreed-upon standards) for wired and wireless networking,
basic computer and networking hardware, and how networked devices connect together.

1. Networking Protocols

The most relevant protocols for wired and wireless networking are:

 Wired: Ethernet (also called IEEE 802.3) is the group of technologies used in wired
networking.
 Wireless: 802.11b/g/n (or WiFi) is the accepted standard for wireless networks.

2. Device Hardware

The hardware on your computer or other device that allows it to access a network includes:

 The network card (also known as a NIC or Network Interface Card) sends and receives
messages and information. Each NIC has its own Media Access Control (MAC)
Address. The MAC Address is a unique identifier for each device.
 The Ethernet port on your computer lets you plug your computer into a network for
wired access.
 A wireless adapter or wireless card allows your computer to connect to the Internet and
other devices and networks wirelessly.

3. Network Hardware

Network hardware is another important part of understanding your network. Network hardware
includes appliances like hubs, switches and routers. These all look kind of alike: a box with
cables and a power cord sticking into it, and a bunch of blinking lights on the front. But they do
have different functions.

 A hub distributes messages and information among the computers and other devices on
a single local area network. It's kind of like your network's mailman – it knows where
messages should go and makes sure they get there.
 A switch (also known as a network switch or an Ethernet switch) is very similar to a hub,
but switches have additional functionality, such as network traffic control. A managed
switch has even more features and functionality, and offers more advanced security
options for managing a growing network.
 Routers are kind of like the post office's regional distribution centers. They distribute
messages and information beyond a particular network. There are too many locations in
25
 the world for a single switch to keep track of, so routers forward your messages and
information to a router that is closer to the final destination, which then forwards it to
another router, and on to another until the message reaches its destination. Routers
offer the most security options and capabilities, including directing network traffic and
controlling who can access the network and how they can access it.

4. Connecting It All Together

Finally, there are the connectors, the things that carry data and information across your network.

 Wired networks rely on cables to connect devices to each other. The most common
types of cabling are Category (Cat) 3, 5, 5e and 6. These are called "twisted pair"
cables, because they're made up of two wires twisted together, housed in a protective
outer coating. A higher category number means the cable can carry more network traffic.
Cat 3 cables are limited to carrying 10 megabit per second (Mbps), while Cat 6 can carry
up to 1 gigabit per second (Gbps). What kind of cabling you choose will depend on what
kind of devices you are connecting, and your existing network set-up.
 Wireless networks transmit data and information electronically through the air. There are
a variety of speeds and methods for devices to connect wirelessly, depending on which
wireless standard you are using (802.11a, 802.11b, 802.1g, or 802.11n). The latest,
fastest wireless standard as of early 2012 is 802.11n.

Setting Up Your Network

Now that you've got the basic terminology down, it's time to talk about planning for and securing
your network, and to discuss what a VPN can do for your organization.

Network Planning

The following are some questions that can help guide your network planning process:

 What networking infrastructure do you already have in place?

 How many computers and networked devices do you have?
 Does your office's design and layout impose any physical constraints on your planning
process? For example, is there available space in your floors, walls, or ceilings where
you can string your network cables?
 What networked software do your users rely on most heavily, and how much bandwidth
do these applications consume?
 Are you planning any changes to your technology infrastructure (such as additional
employees or new software) that might have an impact on your networking needs?
 How much money do you have budgeted for the installation and maintenance of your
networks?

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  Do your users require the ability to access network resources when they are outside the
network?

Securing Your Networks

The following are some steps you can take to help ensure your network is secure.

 Understand your situation. If you have already completed a technology inventory and
assessment, as recommended in the Baseline Standards, you should be in a good
position to answer all of these questions: Who uses your network? What types of
hardware and software do they use? What kind of Internet connection does your
organization have? Do you host your own website or your own email server? Do you
allow staff to connect to your network with their own computers and other devices? What
types of security policies, procedures and equipment do you already have in place?
 Identify risks and vulnerabilities. Focus on protecting the high-impact, high-risk areas
of your network
 Assess the risks. The various vulnerabilities on your network represent potential costs
— time, money and assets — to your organization. These costs, along with the chance
someone will exploit these vulnerabilities, help determine the level of risk involved. Risk
assessment is a combination of both quantifying (the cost of the threat) and qualifying
(the odds of the attack). Each organization will have to determine its own tolerance for
risk.
 Select and implement a security device proportional to your network needs.
Depending on your networking needs, this may be a firewall, secure router, or other
networking appliance that includes security features.
 Have good basic security procedures in place. The basic security procedures
outlined in the Security section of this Guide are also crucial components of keeping
your network secure: regular scheduled backups, a password policy, up-to-date antivirus
and anti-spyware software, encryption technologies, and physical security.

Securing Your Wireless Network

Wireless networks are inherently easier to hack into than wired networks, so they require
additional security precautions. When setting up your wireless network, take the following
additional steps to help make your network more secure:

 Change the SSID (network name) from the default name.

 Change the default password to a stronger password.
 Enable WPA2 encryption. Encrypting your network traffic helps ensure that only authorized
users will be able to understand the information being transmitted.
 Enable MAC filtering: The MAC address is the unique identifier for each computer, and you
can limit access to your network to only a list of pre-approved devices based on their MAC
address.

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Setting Up a VPN

Imagine that the Internet is a public highway. The information you transmit are the cars that
move along this highway. Of course, your car isn't completely safe on a public highway, since
someone could look inside your car, steal it, or crash into it. In much the same way, information
travelling the Internet is neither safe nor secure.

A VPN is one way to handle transmitting information securely. A VPN is like a safe highway or a
tunnel where cars — or your information — can safely travel. A VPN creates a secure,
encrypted tunnel between a user's computer and the office network. It uses encryption to
scramble the communication as it travels across the network, and unscramble it when it arrives
at its destination. This ensures that only authorized users can understand and use the data.

There are two kinds of VPNs: remote access and site-to-site. Remote access VPNs allow users
outside the network to access an internal network by logging into their VPN as needed. Site-to-
site VPNs create an uninterrupted connection between two different networks. Which you
choose depends on how your organization works. If you have several offices that need to share
information regularly, a site-to-site VPN may make sense. If you only have one office location,
or your offices mostly work independently, a remote access VPN may make sense.

VPN solutions can be hardware or software-based, or a combination of both. Depending on the

type of VPN you decide to implement, either remote-access or site-to-site, you will need
different components to build your VPN.

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Server Basics
Now that you understand a little more about networking, it's time to dive into servers. This
section will provide an overview of servers: hardware, operating systems, and other server
software, as well as what servers can do for your organization.

What is a Server?
The word “server” can be confusing, since it's used as a catch-all term for several different
things: the physical server hardware itself, as well as the server's operating system, and other
software (called server applications) installed on the server. We'll provide more detail on all
these different components below.

The broadest definition, then, is that a server is a piece of software or hardware that provides
resources to one or more computers or other devices on a network.

Do I Need a Server?
A good rule of thumb is that peer-to-peer networks can be sufficient for small organizations with
fewer than 5-7 computers, but can quickly be overtaxed as the needs of an organization grow. If
your organization has more than 5-7 computers, you might want to consider a server.

Other reasons to consider a server include:

 Easier centralized administration: A server can also help you manage the users on a
network. All server operating systems offer "directory services," which allow you to
create and manage user accounts, giving you greater control over who has access to
your organization's information. For example, you can assign one user or a group of
users access to a human resources folder, but exclude others from opening it. Servers
also help you centrally manage software installation and updates. For example, the free
Windows Software Update Services tool allows you to distribute Microsoft software
updates to computers in your network, selectively control which updates groups of
computers get, and monitor the status of updates. Similar tools are available for antivirus
and other security software.
 Easier file and resource sharing: A server facilitates sharing. One staff member can
save files on a server and other staff can look at the file and work on it. A server is also
designed to help share other resources, such as databases and printers.
 More data storage: Servers are designed with storage in mind. Not only do most come
equipped to store a lot of data, they also allow you to add additional storage capacity
should you need it down the road.
 Better backups: Without a server, your staff is forced to save their work on their own
computers, leaving files and folders scattered across a number of machines. As the
number of computers in your environment increases, backing up these files can become
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 more time-consuming and difficult to manage. Rather than backing up each machine
individually, you can centrally manage backup using your server.
 Improved performance: Servers are designed to accommodate multiple users
simultaneously. To boost performance, servers are equipped to handle more memory
and processing power than a regular desktop computer. If sharing files or a database
from another staff's computer in a peer-to-peer setup is slowing you down, it's time to
consider a server.

Server Terminology
As mentioned earlier, people use the term "server" to refer to server hardware, operating
systems, or server applications. We'll discuss each of these below.

Server Hardware

In hardware terms, a server is a computer dedicated to providing information and other

resources to other computers on a network. The size of a server can range from a large room
full of processors to an ordinary desktop computer. Almost any computer can act as a server.
However, servers are usually larger, more powerful, specialized computers that can handle
resource-intensive tasks better and more efficiently than desktop computers.

The key hardware components in servers are very similar to the hardware in a regular
computer: for example, a server includes one or more processors, one or more hard drives, and
a variety of network and other interface ports. Your server hardware requirements will vary
considerably depending on what you want your server to do: print and file sharing aren't
particularly taxing for a server, whereas hosting large databases or image libraries will require
considerably more sophisticated server hardware.

Just like regular computers, servers also come in various shapes and sizes (or "form factors"):

 Tower servers are free-standing towers, similar to desktop computer towers. Because
they can't be stacked easily, tower servers usually require more floor-space than other
server form factors. They're often a good choice for an organization's first server,
especially for smaller organizations.
 Rack servers are more compact, and they are designed so that multiple servers can be
arranged in a mounting rack or cabinet. They are also more scalable, meaning it is
relatively easy to add more servers and to connect to external storage. A rack server
arrangement is most appropriate for an organization with extensive computing needs
and in-house tech support.
 Blade servers are even more compact, allowing you to fit more servers into a smaller
space. They are also designed to be more tightly integrated together than rack servers.
A blade server arrangement is also most appropriate for an organization with extensive
computing needs and in-house tech support.

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For a detailed description of relevant server hardware components, see Dell's Server Hardware
Configuration Guide.

Server Operating Systems

Servers run specialized versions of operating systems. Microsoft, Apple, Linux, and others all
have server versions of their operating systems:

 Windows Server 2008 is considered an industry standard by many IT professionals.

Windows Server includes many built-in server applications and is built to work with
Office and other popular Microsoft products. Small Business Server 2008 , intended for
smaller organizations, combines the core functionalities of Windows Server with
SharePoint Server and Exchange Server.
 Ubuntu is the most popular variant of Linux for desktop computers, but it’s also
appealing as a server operating system because of its ease of use, performance, and
security (that it’s free doesn’t hurt, either). It includes built-in file and print server
functions.
 Mac OS X Server offers many of the same features, but is optimized for an office that
uses Macs.

Server Applications

Server applications are software designed to run on servers. They help you perform tasks like
file and printer sharing, hosting your organization's email, and performing backups.

As your network grows, you will find uses for a variety of specialized server applications. A few
examples are included below.

File and Print Servers

File servers and print servers are the most common types of servers. File servers allow multiple
users in a network to share one or more hard drives. Administrators can configure security
features to allow only certain users to access or edit particular folders and files. File servers are
also useful for backups.

Print servers allow multiple computers to share printers.

The same machine may serve as both the file and print server in smaller networks. Many server
operating systems include built-in file and print server functionality.

Back-up Servers

Centralizing backup in your organization with a server application is a good policy. With a back-
up server, backup can take place automatically throughout a network and backed-up data can
be readily available in case of emergency. If unwanted data loss occurs on a computer, an

31
administrator can repair or replace that computer’s hard drive and then use the back-up server’s
copy to restore the computer’s data.

Email and Communications Servers

Email servers collect email and other forms of communication and distribute them to the
appropriate users. Many email servers can also manage calendars, contacts, tasks, notes and
more. Some email servers include options to allow users to check email and other services from
any web browser.

Communications servers, many of which can integrate with email servers, manage live
communications like web conferencing, instant messaging (IM), and voice services like calling
and voicemail.

Database Servers

A database is an organized collection of data, similar to a spreadsheet (in that both store their
data in tables). But databases are much more versatile and powerful in their ability to analyze,
sort, compile, and use data in other applications or websites. Databases can serve many
purposes, from tracking donations or events to compiling information from multiple sources to
measuring your organization's impact.

Using a database server allows multiple users to access or edit data more easily. Database
servers can also help automate the processes of collecting and publishing data. Finally, certain
advanced reporting and donor management systems will require a database server.

Web Servers

A web server is the server used to run a website. It stores your website's files, images, and text
and "serves" that information to web browsers and web-based applications. Due to the cost of
hardware and bandwidth, it isn’t recommended that you host public websites from your in-house
servers. Finding a third-party web hosting service is more feasible for most organizations.

Assessing Your Server Needs

The following are some questions that can help guide your server selection process:

 How will the server fit in with your existing technology

 Can you set up power and cabling for your server?
 What do you need the server to do? File sharing, file storage, and printing? Backup?
Hosting applications, centralized databases, or Constituent Relationship Management
(CRM) tools? Email hosting? Other tasks?
 How much storage space do you need? Think about how many computers you currently
have in your organization, the type of files you'll be storing on your server, and any
expected changes or plans for growth in the next few years.

32
  Which operating system do you plan to use? Every server application has specific
operating system requirements, meaning the application is designed to run a specific
server operating system (such as Windows Server or Linux).
 What are the system requirements of the operating system and server applications you
plan to use?
 What kind of warranty and technical support is available? Options vary considerably by
vendor, and often there will be multiple tiers of support available. If having any server
downtime would be disastrous for your organization, invest in same-day on-site support
service if possible.

Securing Your Server

Just as you take steps to secure individual computers in your organization, you also need to
secure your servers.

 Install antivirus software: Your server needs antivirus protection, just like your
computers do. Most major antivirus software vendors offer products that are designed
for use on servers.
 Provide physical security for the server: Place servers in a secure location, such as a
locked room. When not in use, lock (password protect) the server console.
 Back up regularly: Having a backup copy of your organization's data is crucial if your
server is damaged or destroyed.
 Improve fault tolerance: Fault tolerance is the ability of your server to handle an
unexpected hardware or software failure. Two key technologies for improving
fault tolerance are a redundant array of independent disks (RAID) and an
uninterruptible power supply (UPS).
o In a RAID set-up, data is stored redundantly across two or more hard disks.
That way, if one disk fails, your data is still available on the other disk(s).
o A UPS protects your server from accidental surges and power loss. Your
UPS should include a cable and software to automatically shut down the
server when the battery power runs low. The UPS should be able to power
your equipment long enough so that the equipment will shut down
normally (at least 20 minutes).
 Install Intrusion Detection Software and/or Host Auditing Software - Host auditing
and intrusion detection software monitors servers for signs of unauthorized intrusion.
 Review Server Logs Periodically – Your server will automatically create a log of what
the server has been used to do, including things like who has accessed the server, what
information was accessed, any errors that occurred, and what changes were made.
Reviewing these logs can help you monitor server performance, address problems, and
identify security issues.

Server Alternatives

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There are alternatives to investing in a server. Although these solutions are less customizable
than traditional in-house servers, their simplicity and affordability may make them right for your
organization.

Cloud Applications

Many server-like applications such as email and file sharing can be accomplished with cloud
applications. As discussed previously, with cloud applications, your organization's data,
software, and other resources are hosted on servers outside the organization. You access the
cloud application over the Internet, via a web browser.

Network Attached Storage

Network attached storage (NAS) devices allow you to add hard drive-based storage to your
network without having to install and maintain a full-blown server, and are available at a fraction
of the cost. In a small compact package, NAS devices also offer many server-like functions - like
database hosting, backup space, or printer sharing. However, with simplicity comes less
flexibility: you won't be able to install any additional applications beyond the ones that come with
the device.

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Website Basics
In this section, we'll talk about some basic questions to ask when planning or updating your
website. We'll also introduce some basic components of websites, including the domain name,
web hosting, and content management systems. Finally, we'll introduce other important topics,
such as mobile web design, social media integration, search engine optimization, measuring
your website's success, and creating accessible websites.

Planning Your Website

Knowing what kind of web presence you want, how you plan to maintain it, and how you will
fund it in the long run will help you both in the technical work of building the site as well as in
budgeting for ongoing needs. These kinds of discussions should be part of your organization's
overall technology planning process, as outlined in the Baseline Standards.

A little organizational soul-searching needn't be a lengthy process, either, and may be as simple
as sitting down to answer a few key questions:

 What do you need a website for? Do you simply require a place where people can find
your contact info and mission statement, or do you need a site where visitors can find
news, register for events, post questions, interact and network with others, or make
donations?
 What resources do you have to build your site? Very simple sites may be practically
free to build and host, but more complex ones will require special skills, including
programming, information architecture, web design, and editing. Do you have staff
available to help plan and implement your site, or will you need to rely on contractors or
volunteers?
 How will you maintain your website? Even simple, fairly static websites require a
certain degree of maintenance and oversight. What kind of staff resources can you
devote to maintaining your site over the long run?
 How will you integrate your site with existing tools? Depending on your needs, you
may want to integrate the same tools you use for constituent and membership
management with your website. Be sure to check in with these vendors to make sure
that you choose an online solution that meshes well with these tools to avoid costly
customizations down the road.
 How will your site incorporate your current graphic language? Make sure you can
choose a solution that brands your organization in a way that's consistent with your other
printed materials.
 Can you take steps now to plan for future needs? No one has a crystal ball, but
projecting a couple of years into the future may help you create a website with more
staying power.

What You Need to Know about Websites

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Even if you never need to write a single line of code for your site, arming yourself with an
understanding of some basic technologies will help you every step of the way. This knowledge
will help you specify what you need and ensure a common vocabulary when working with
consultants and others who may help you implement your website. It will also help you
understand what's happening when problems arise.

Registering Your Domain Name

The domain name is a unique string of letters and numbers that identifies a site on the Internet.
TechSoup Asia’s domain name, for example, is www.techsoup.asia. Nonprofits and social
benefit organizations usually choose domain names that end in .org. While there’s no rule that
requires nonprofits to choose a .org domain name, it is conventional (just as educational
institutions usually choose domains ending in .edu, for-profit companies in .com, and
government agencies in .gov). You may also want to register at least the .com and .net versions
of your domain name as well as the .org version, to avoid having someone else registering and
using a very similar domain name.

Choosing a Web Host

A web hosting company (or web host) specializes in maintaining the hardware, software, and
high-speed Internet connections necessary for a fast, reliable website. The web host uses a
web server to store the files that make up your organization's website and connect them to the
Internet so people can see your site. A good provider is one that specializes in web hosting and
has all the appropriate infrastructure, security, and backup technologies in place to ensure your
site stays operational.

Web hosting companies typically charge customers on a monthly or annual basis. Options and
costs vary considerably, but as is often the case, the tradeoff for lower cost is usually a less
flexible and less powerful system. The most common hosting categories are:

 In basic shared hosting your website is one of many websites hosted on a single web
server. This is the cheapest way to host a website, but you may be limited in terms of
which software you can install. You'll also likely have limited system memory and
processing resources, so shared hosting isn't well-suited for high volume traffic websites,
or websites with especially complicated functionality.
 Virtual private servers are a step up from shared hosting in terms of power and flexibility
(and cost). You share server hardware with other websites, but you get your own
dedicated virtual server operating system to work in.
 Dedicated servers are the premium option. You get a dedicated server for your website,
which gives you maximum flexibility. This is the most expensive option, and also
requires substantial experience with server technologies.

Using a Web Content Management System (CMS)

For a site that will grow with your nonprofit and meet the needs of multiple stakeholders, you'll
probably want to invest a little time and money into adopting a web CMS. A CMS is a kind of
software that you install on your web server, and it helps you create and update a website with
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minimal technical skills. It also allows you to more easily manage varying types of website
content. CMSs also offer tools for managing site design, navigation, and user access.

A CMS certainly isn't the only tool you can use to create and maintain a website, but CMSs are
a popular choice because they combine a high degree of extensibility, flexibility, and
customizability for website administrators with ease-of-use and simplicity for authors and
content creators.

A CMS facilitates:

 Updates by multiple users: A CMS helps you manage multiple users and to give them
different access rights. So when you're updating a page, you can be sure you're working
with the most recent version, and you'll be sure two people aren't making edits at the
same time. You also have more granular control over who can create, update, or remove
content from your website.
 Updates by non-technical staff: Most modern CMSs include a WYSIWYG (what you see
is what you get) editor, meaning that you can format text and add links without needing
to actually write any code.
 Managing your content efficiently: CMSs store the site's actual content (like text and
images) in a database. The CMS pulls the content out of the database automatically and
displays it on the appropriate pages based on rules you set up in advance. So for
example if you want to announce an upcoming meeting or event, adding the
announcement to a bunch of individual pages would be a pain. With a CMS, you can
make the change centrally to add the same announcement to multiple pages at the
same time.

Going Mobile

According to some researchers, within the next few years, more people will go online via their
mobile devices than via PCs. What does that mean for your organization's website? It means
that you can expect an ever-increasing percentage of constituents and potential volunteers and
donors to be viewing your website via a mobile device. It also means that making sure your
website is mobile-friendly should be a priority in your organization's technology plan.

There's good news and bad news about making your website mobile-friendly: the good news is
that your website will already display on any mobile device with a web browser. The bad news is
that it probably doesn't look very good on a mobile device. Mobile devices typically have much
smaller screens than PCs, so content that's easy to read on a big monitor may be very difficult
to read without a lot of pinching and scrolling on a mobile device.

A lot of people also read their email via their mobile devices. So what happens when they see
your organization's email call to action and click on a link to your website? When they get to
your website, will it be easy for them to donate or sign a petition or join a volunteer event using
their mobile device?

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You have a few options for making your website mobile-friendly: You can optimize your current
website so that it looks better when viewed via a mobile device or you can create a mobile-
specific website. Which approach makes the most sense depends on your organization's
resources, and how much of a priority mobile users are for your organization.

Integrating with Your Other Technology

No matter what web-development option you select, be sure to consider any tools that will need
to integrate with it. If you have any constituent databases, donation processing tools, or
membership management software, for example, talk to your software vendors before
committing to a web-development tool.

Incorporating Social Media

If you're using social media tools like Facebook or Twitter, these tools should be integrated with
your website. This means your overall communications strategy should consider how your
social media and website work together. Social media should also be integrated into the website
itself. This can be as simple as installing a widget that displays your Twitter feed in a sidebar on
your home page or including the ability for visitors to share your news and content via various
social media tools.

Getting Noticed with Search Engine Optimization (SEO)

A beautiful, functional website design doesn't help your constituents if they can't find your
website in the first place. So if someone uses a search engine to find domestic violence shelters
in your area, does your website come up in the search results? Does it come up towards the top
of the first page of results? Search engine optimization (SEO) techniques can help make a
findable website a reality for your organization.

So what does SEO entail? Well, to start, it can be as simple as making sure you have a well-
designed, technically sound, and informative website. Google, for example, has a detailed list of
guidelines that will help ensure your site shows up in their search results. These guidelines
include a variety of useful web design best practices, including advice about how to format and
organize your website content.

Measuring Your Success with Web Analytics

Web analytics is the way you measure, collect, analyze and report on website usage. This, in
turn, lets you understand who your audience is, how they're using your site, and what is and is
not working well on your site.

Web analytics include simple statistics like visits (the number of visitors to a website or page)
and page views (the number of times a page was viewed). But it also includes more
complicated (and more interesting) measurements like bounce rate (the percentage of visitors
who leave your site after viewing only one page), how they got to your site (which link or search
keyword got them there), and conversion (the number of people who did what you wanted them
to do on the website, like signing up for a volunteer opportunity or making a donation).
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Keep in mind that using web analytics tools means you will be gathering and storing certain
kinds of information about visitors to your website. You privacy policy should clearly state what
information is being gathered and how that information will be used.

Your web hosting company may offer basic analytics software for free. Google Analytics is a
more robust (and also free) option.

A Reminder about Accessibility

In their Web Accessibility Initiative, the Worldwide Web Consortium (W3C) defines web
accessibility as follows: people with disabilities can perceive, understand, navigate, and interact
with the Web, and that they can contribute to the Web.

Making your website accessible includes basic web-design best practices, similar to those
recommended in SEO guidelines. It also includes specific steps, like adding text descriptions of
images and including captioning or transcripts for audio. Your site should also be compatible
with assistive technologies.

So is your organization's website accessible? W3C's list of Web Accessibility Evaluation Tools
can help get you started evaluating your site and making it more accessible.

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Taking Care of Technology in Your Organization

Technology isn't something you can just buy and then forget about. Ongoing maintenance,
support, resources, and management are essential, or the technology will degenerate. This
includes things like:

 IT management (budgeting, planning, decision making)

 Network troubleshooting
 Desktop troubleshooting
 Database administrator
 Backup administrator (running backups, performing restores)
 Website updates
 E-mail account changes
 Software license tracking

Who is responsible for performing these tasks in your organization? Who do you call when
something stops working? Do you have internal support available, or do you rely on external
support? It's ok if you don't have someone assigned to perform all these tasks at this stage.

How Do You Communicate About Technology?

What is your organization's process for communicating about technology? When something
goes wrong, who do you call? When you want to improve something or install new software, is
there a process in place for making that suggestion? Are these requests and how they are
resolved documented in any way?

Your process can be as simple as writing down who should be contacted for particular
technology issues (as recommended earlier in this section), and keeping notes on what issues
occurred and how they were resolved. Or, for larger organizations with more complex
technology to support, it can include implementing help-desk issue tracking software to help
manage your technology support and maintenance processes.

User Support
Any organization that uses computers needs to have some form of user support. Lack of this
first-level support will almost result in significant costs in terms of staff time and data loss.
There are two main approaches to providing desktop user support: internal support resources,
such as an IT manager or accidental techie, or external support from a volunteer, consultant,
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or professional tech support provider.

Internal Support

Any organization that makes significant use of computers should have some level of internal IT
knowledge. Below are tips for staffing for technical support, and for providing staff with
technology training.

Staffing for Internal Support

A staff member with basic computer support training can solve many of the day-to-day problems
encountered by desktop users. They should be able to:
 Help you implement desktop software.
 Provide basic desktop troubleshooting skills and networking skills.
 Document problems and solutions, using something as simple as a paper log, or as
complicated as an automated help-desk issue tracking system.
 Coordinate working with external support resources

Smaller organizations may find their needs are best met by selecting a staff member who has
basic IT skills, but whose primary responsibilities are not IT-related, the "accidental techie."
Remember, even though tech support isn't their main job, their tech support responsibilities
should be formalized and included in their job description.

When identifying or hiring staff who will have technology responsibilities, keep in mind:

 Not everyone is suited for (or interested in) a technology role.

 They don't need to be a hard-core techie, but you definitely want someone who is
interested in technology. Someone who doesn't mind digging into technical issues and
gets some enjoyment out of problem solving.

 They must have good communication skills. A key function of a technical person is
explaining technical issues to non-technical people, and understanding non-technical
people’s computer hardware or software questions. Rather than look for someone to
address all the technical issues that might arise, try to find someone who can listen and
clearly explain technical issues to everyone.

 Larger organizations or organizations with significant IT investments should have a

qualified IT manager on staff who can handle both the basic helpdesk functions and
manage higher-level system resources, such as servers and network equipment.

 You should also identify a person who will be responsible for understanding and
planning for your organization's long-term strategic technology needs. This person would
be in charge of planning and budgeting for technology investments.

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Training for Your Staff

The best technology in the world won't do your organization any good unless your staff has the
skills and knowledge they need to use the systems. To this end, make sure that resources have
been set aside to cover the costs of staff training. There are various ways to approach
technology skills training, from formal classroom lessons, to informal one-to-one knowledge
transfer.

Basic IT Training for All Staff

Any staff member who uses a computer for daily work should have some basic skills in:
 Using the operating system
 Navigating the web
 Safe computing
 Common productivity tasks (such as Microsoft Word and Microsoft Excel)
Training for Specific Procedures

Your organization probably has unique systems such as data organization on your file-server,
specialized software, or internal IT processes like back-up system maintenance. Ideally, you will
already have documented how these systems work as part of Standard 1. This documentation
can be the basis for training your staff on specific procedures.
Training in Specialized Software

If your organization uses specialized software, you will need to develop a process to train new
users on these systems. You can provide external training on these applications such as
vendor workshops, or internal training, such as one-on-one training given by a knowledgeable
user (called a "super-user").
If you can't afford to send all your staff to external training, we recommend that you choose one
user to become the trainer. If it is available, this user should go through a “train the trainer”
version of the software training, so that he or she can then train other staff members. It is
important in these circumstances to send someone who has the aptitude to be a good trainer,
as well as a solid understanding of how the system is used in your organization.
Role-Based Training

Often someone in your organization will have unique knowledge of the systems involved in his
or her job role. In this case, they should be able to transfer this knowledge to other staff, either
through accurate documentation or through job shadowing or one-to-one training.

External Support

Most organizations need to have access to high-level technology expertise for those occasions
where problems occur that cannot be handled by their own staff. Many organizations would
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rather not spend resources on internal tech support, but instead look to external support
providers on an as-needed basis.
Depending on an organization’s specific IT needs, volunteers with good technical skills can be
an adequate resource, though they may be unable to provide immediate emergency support.
Consultants are another option. Professional support organizations can usually offer fast and
effective support, though at a higher cost.

Working with Volunteers and Consultants

Unpaid volunteers or consultants that are paid on an as-needed or project basis are an
attractive option for budget-conscious organizations. However, there are some key issues you
must consider when you are ready to enlist non-staff to help you.

Key points when working with technology volunteers

Aside from the basic fact that volunteers are not paid monetarily for their time, and consultants
are not on the payroll as employees, both these groups are different from staff in that they will
have varying levels of experience with your line of work.

Here are some tips that we find particularly important when working with technical volunteers:

 Understand what they want to accomplish: It is likely that more skilled volunteers would
prefer more complex tasks which are perceived as more impactful, but that may not
always be the case. Therefore, it's important to understand beforehand what your
organization and the volunteer would like to get out of one another. Are they here to
learn more about the issues you tackle? Do they prefer more social or public-facing
activities? Knowing this beforehand allows you to match the project to the best
candidate.
 Properly define project scope: Volunteers cannot be expected to provide support
indefinitely. Therefore, project scope needs to be determined in the beginning, and not
allowed to “creep” or expand beyond that. Tech projects should have defined
deliverables and milestones. Reigning in the project scope in the beginning and
throughout the project would ensure that you and your volunteer’s time are well spent.
 Insist on adequate documentation: All organizations should properly document their
technology projects, but it's particularly important to do so for volunteer projects. This
starts with a clear project plan, status updates, and final reports on completed and
outstanding items. Unlike staff, volunteers they may not be on-site as much to answer
your questions mid-project. And, worst case scenario, a volunteer may have to leave
mid-project to tend to other priorities. Sufficient documentation ensures that the project,
or what’s left of it, can be picked up by another volunteer or member easily.
 Be mindful of experience: You may be working with an experienced volunteer from the
corporate sector, or you may be working with a newly graduated but inexperienced
college student, or a recent retiree wishing to contribute. Using what you have learned
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 from this guide you should be able to define the project in a way that is helpful to all
parties.

Key points when working with consultants

Working with consultants requires a similar level of thoughtful planning and oversight as working
with volunteers requires.

The benefit of working with consultants is that their work for you is clearly defined in a contract
or statement of work. They are likely to better understand the nuances of the sector and what
constraints you may have. They are also held to a higher standard in terms of service delivery
and guarantees. Lastly, consultants are more likely to be obligated to provide assistance
beyond the project.

Still, they are not like the accidental techie or part-time system administrator, so you should
expect the following when working with them.

 Consultants cannot decide for you: Consultants are knowledgeable with the subject
matter, and can help make recommendations based on your situation, but they
ultimately don’t know about your organization as much as you do. When selecting a
consultant, ensure that you have done sufficient research on your part to give them
enough information so they can devise a work plan that meets your needs.
 Be resolute about your budget and time constraints: No nonprofit technology setup is
perfect, and more often than not it is a mix of old and new, out-of-the-box and
customized setups. If a consultant is telling you to overhaul your system for more than
you can afford, or promoting a solution that is beyond your capacity or capability, then
make sure they are doing it with good reason. Educating yourself, via this guide and
other resources, is the best way to know what’s most necessary for your organization.
 Get clarity on future support provided: You'll need to be able to support the solution after
they're gone. Unlike volunteers, where the expectation is that the time commitment is
limited, consultants are usually expected to provide some form of support after the
project is completed. This should be negotiated beforehand as part of the contract, and
made sure that it’s adequate to the needs of the organization.

Knowledge transfer and interaction with existing staff

We recommend that you identify a tech-savvy employee to be a point-person for the project and
for communicating with any volunteers and consultants. Having someone who is more versed in
the technology situation of the organization acting as a liaison will facilitate the conversations
between volunteers/consultants and stakeholders. It's also good to have a single main point of
contact for your volunteers of consultants. Having multiple staff members give multiple or
different messages is one good way to scuttle a project. There may also be staff members who

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wish to learn more about technology. If they become that liaison, this could be a great learning
opportunity for them as well.

Working with an external support company

In addition to consultants, there are many companies that offer tech support. If you decide that
this model is a good fit for your organization, there are a few things you need to do to make sure
you select the right company and the right level of support.

Tips for Choosing a Support Company

 Know what technology you have. You need to be able to clearly describe the technology
set-up they will be supporting.

 Know what support you already have in place. What can you support using existing
internal resources? Do you already have support in place for particular software,
hardware, or other technology? For example, does your accounting software include
phone support?

 Know what you want them to support. Based on your current technology and internal
support resources, clearly define which portion of your technology set-up the support
company will be responsible for.

 Understand your requirements: Do you expect phone, email, or on-site support? What
response times do you expect? At what times should support be available? Do you want
the support provider to have remote access to fix problems?

 Choose carefully. Check with your peers and see who they have used. Ask for
references from each company you are considering.

 Consider confidentiality and security. This company may have access to sensitive data.
What security procedures do they have in place? What guarantees do they offer
regarding confidentiality?

 Review the contract. Make sure you understand both the services they are providing and
your responsibilities as their client.

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