Support Adoption of On-Demand Software
The on-demand model affords organizers access to tools hosted online by Application Service Providers (ASPs). In the nonprofit sector, where organizations rarely have in-house technical staff or resources for an independent technology consultant, this model can be of great value.
Conclusions
- The emergence of on-demand tools like Salesforce.com (CRM), Democracy in Action (communication and advocacy tools), or even Gmail (email) provides opportunities for organizations to transfer the burden of technical support to the Application Service Provider. Rather than maintaining in-house servers or constantly upgrading infrastructure to support the latest software releases, users access online applications via a web browser. Many commercial software providers, including Microsoft and Adobe, are rapidly moving toward online editions of their applications, while many new products are exclusively on-demand.
- On-demand software also carries certain privacy risks. The business models of many on-demand, “free” commercial tools such as Google, Hotmail, or YouTube, include automatic agreements to give up copyright or privacy rights. Data hosted by ASPs can be subject to governmental scrutiny, which becomes an issue of pressing concern for organizations tracking politically sensitive information. While recognizing the potential benefits of on-demand services, we must also seek to further understand the risks.
Recommendations
- Develop a series of on-demand case studies and cost assessments that elucidate the advantages and disadvantages of this model. Cost assessments should compare fees for accessing on-demand tools as compared to purchasing software. These analyses would need to factor the costs of internal IT staff, upgrades, and equipment into the real fees associated with one-time software purchases.
- Conduct privacy and risk assessments of on-demand software. Organizers working in politically sensitive areas, such as immigration or human rights, need concrete information on who may be able to access their data and under what circumstances. The technical support sector can assist social change organizations with this issue by providing data security risk assessments and recommendations for on-demand vendors who can accommodate different levels of need around privacy and confidentiality.
This report compiles insights from more than 400 social change groups, technology providers, and nonprofit technology capacity builders, examining the needs of organizers working to utilize new technologies, and offering recommendations for how to meet those needs more effectively.
