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By Robert B. Cialdini
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POWER
persuasion
of
Mexico City earthquake. Now I was bewildered. tactics, the great majority of techniques could be
Why would such a needy country make such a gift? understood in terms of only a few universal principles
As it turns out, there was a very good reason. of human behavior. In my book, “Influence: Science
Despite the enormous needs prevailing in Ethiopia, the and Practice,” I outline six rules of persuasion, and
African nation sent the money to Mexico because, in explain how companies and polished professionals
1935, Mexico had sent aid to Ethiopia when it was utilize them to gain compliance – sometimes from
invaded by Italy. unknowing and unwilling targets.
The need to reciprocate had transcended great But the six rules need not be employed dishonor-
cultural differences, long distances, acute famine, ably. Savvy individuals can make full use of them, eth-
many years, and immediate self-interest. A half-cen- ically, bettering society and providing fulfillment to
tury later, against all countervailing forces, obliga- willing donors. How do they do it? To find out, the
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Putting the science of influence to work in fundraising
at least four rules offer unique opportunities for nonprofit devel- a sample of strangers. The response was amazing – holiday cards
opment. They are: (1) “reciprocity” – people try to repay, in kind, came pouring back from people he never met. Most never
what another person has provided them (it is this rule that inquired as to his identity. They received his holiday card, and they
prompted Ethiopia’s gift to Mexico); (2) “scarcity” – opportuni- automatically sent cards in return.2
ties seem more valuable when they are less available; (3) “author- While small in scope, this study shows the potency of the rule
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Rejection-Then-Retreat:
Getting Them to Give
R
eciprocity also governs another kind of behavior
that lends itself to compliance: concessions. If two
people start out with incompatible positions, and
one person makes a concession, the other feels a need to
provided to potential contributors. To corporate contributors, reciprocate with a concession in return.
they can point to the benefits their organization has been providing To test this technique, my research assistants and I
to the community by making it a better place for the company conducted an experiment. We stopped people on the
to be located – making it easier for them to retain good employ- street and said we were from the county juvenile deten-
ees and to attract new ones. To individual donors, development tion center, and we asked if they would be willing to
directors can point to the services and resources their organiza- chaperon a group of juvenile delinquents on a day trip to
tion has been providing all along – perhaps the social safety net the zoo. Only 17 percent of those we asked complied. For
they have been providing. The savvy nonprofit leader taps the rec- other randomly selected individuals, we began with a
iprocity rule by describing future support as payback for what their larger request: We asked them to serve as counselors at
organization has already given. the center, requiring two hours a week for three years.
This is the approach taken by the Girl Scouts of the USA, To that request, 100 percent of the individuals declined.
which has some 3.7 million members in more than 233,000 We responded by saying, “Well, if you can’t do that,
troops worldwide. In addition to field trips, sports clinics, and com- would you be willing to chaperon a group of juvenile
munity service projects, the Girl Scouts run several outreach delinquents on a trip to the zoo for just one day?”
programs. Girl Scouts in Public Housing, for example, creates The results were dramatic: 50 percent of the individu-
troops for girls in impoverished homes, in partnership with the als volunteered. We tripled willingness to comply with a
U.S. Department of Housing and Urban Development (HUD). sizable request by adding a few more words. But those
And yet, many people still hold a very narrow view of the Girl words were crucial because they triggered the obligation
Scouts’ mission. to reciprocate a concession.
“Many people have a notion of Girl Scouting that’s stuck in Researchers have also used this strategy to increase
the 1950s – centered on camping, selling cookies, and crafts pro- people’s willingness to donate blood. They started out
jects,” said Laura Westley, vice president of government relations asking people to give a unit of blood every six weeks for
and advocacy. “We want people to understand that we know more two years. Once that was rejected, they said, “Well,
than how to make great chocolate mint cookies. We understand would you be able to give just one unit of blood?” In
what’s going on in girls’ lives today.” such cases, people were much more likely to donate.
Westley’s job, in part, is to influence Capitol Hill lawmakers Frequently, nonprofit development directors have
who control federal purse strings to appropriate funds for Girl more than one level of request to make of people. Why
Scouts programs. To do that, she relies on the law of reciproc- start with the smaller one? As long as the larger one is
ity, alerting members of Congress to Girl Scout programming legitimate, and not intended as a manipulation, fundrais-
that is already benefiting their communities. ers should start there. There’s a chance they’ll be success-
About a year and a half ago, for example, Westley took U.S. ful. If not, they can retreat to a small request, signifi-
Rep. Marcy Kaptur, an Ohio Democrat, to visit a Girl Scout cantly increasing the chances of compliance. –RC
troop in a Toledo public housing project, enabling her to see the
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program’s impact firsthand. After visiting, Kaptur (who sits on becoming less available. This, in a nutshell, is the powerful force
the House Appropriations Committee) began advocating for behind the second tool of nonprofit influence: scarcity.
the program in Congress – ultimately resulting in a $2 million fed- Almost everyone is vulnerable to the scarcity principle. Some-
eral allocation in fiscal year 2003 to fund its expansion. times all that is necessary to make people want something more
“Part of the agenda is to have people understand what Girl is to tell them that before long they can’t have it. That’s why adver-
Scouts is doing for the girls in their community, how it impacts tisers use lines such as “limited supply,” “limited time only,” and
the lives of volunteers, and how it impacts the community as a “last chance offer.” People want products and services more
whole,” Westley said. “And the only way that most members of under those conditions.
Congress and executive agency officials really get to know that Research has shown that tasters rated cookies as better when
is for someone to take the time to show them.” they were scarce; consumers rated phosphate-based detergents
Following this script, Westley says, has helped the Girl Scouts as better once the government banned their use; university stu-
garner about $15 million from the federal government since 2000. dents rated their cafeteria food more highly when they thought
the cafeteria would be closed; and young lovers rated themselves
as more in love with their sweethearts as long as their parents tried
SCARCITY to keep them apart.
Mesa, Ariz., is a Phoenix suburb with a large Mormon popula- While scarcity is commonly thought of as consuming prod-
tion and a huge Mormon temple. Although I had appreciated the ucts or services in limited supply, development directors can also
temple architecture from a distance (I live nearby), I had never take advantage of the scarcity rule by uncovering and describing
been interested enough to go inside. That changed the day I their organization’s uncommon or unique features that cannot be
read a newspaper article that told of a special inner sanctum that found elsewhere. If an organization is the only one in a given coun-
only the faithful were allowed to see. try, or even a given city, providing a needed service, development
The newspaper reported that there was one exception to officers can and should let potential donors know this. Giving to
this rule: For a few days immediately after a temple is newly con- such an organization may make donors feel special and privy to
structed, nonmembers are allowed to tour the entire thing. As something few are part of. And directors should stress how a par-
it happened, the Mesa temple had been recently renovated, and ticular fundraising campaign will facilitate that uniqueness.
was therefore classified as “new.” Thus, for the next several days Global Greengrants Fund takes precisely this tactic when
only, non-Mormon visitors could see the traditionally banned tem- fundraising. Greengrants is a Boulder, Colo.-based charity that
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The Boy Who Cried ‘Scarcity’
T he threat of potential loss plays a
large role in human decision mak-
ing. When uncertain, people are moti-
ing the number of years of life that
would be lost if they didn’t quit were
more effective than letters describing
says that for a long time, public televi-
sion and radio issued an “implied
threat” during fundraising marathons:
vated more by the thought of losing the number of years that would be If watchers or listeners didn’t give,
something than by the thought of gained if they did.1 public TV and radio would disappear.
gaining something of equal value. When trying to persuade contribu- “The problem was it never hap-
In a study done in California, tors, fundraisers shouldn’t only tell pened, so it was like the boy crying
researchers checked people’s homes potential donors the benefits and ser- wolf,” she said. “People soon figure
and advised them to insulate their vices that stand to be gained from out, ‘I don’t really have to give. It’s still
houses to save energy. Half of the donations; they should tell them here. They’ll get the money from
homeowners were told how much about all the benefits and services someone else.’
they would save every day if they that stand to be lost from a lack of “The whole idea of scarcity is very
insulated their homes fully. The other donations. influential to a point,” she added,
half were told how much they’d lose But development directors beware. “and beyond that point it loses its
every day if they didn’t. It was the Such threats can cause a boomerang influence completely.” –RC
same amount of money, but those effect. So says Kay Sprinkel Grace, an
1 Wilson, D.K.; Purdon, S.E.; and Wallston, K.A.
who heard how much they’d lose independent nonprofit consultant, “Compliance to Health Recommendation: A The-
were significantly more likely to insu- whose clients currently include the oretical Overview of Message Framing,” Health
late their homes. In a similar vein, Public Broadcasting System and Education Research: Theory and Practice 3 (1998):
161-171.
physicians’ letters to smokers describ- National Public Radio. Sprinkel Grace
The network allows the fund to make grants in places where oth- example, she advised the Grace Cathedral in San Francisco to offer
ers generally don’t. In 2000, for example, Tchozewski says Green- major donors a “topping off ” opportunity. With the church still
grants was the only U.S. grantmaker to provide an environ- under construction, top givers were invited to visit the site and
mental grant to Afghanistan, giving $1,000 to a Pakistani-based write personal messages on the inner walls and pipes, which
organization to organize Earth Day events in Kabul and solar cook- were later boarded over, sealing the messages inside – the defin-
ing demonstrations in Afghan villages. “Global Greengrants ition of a limited time offer.
Fund is one of only a few sources of support to grassroots groups “The idea is to provide access to what you would not be able
around the world,” its Web site explains. “Less than 2 percent of to see otherwise,” Sprinkel Grace said. “That’s where the big influ-
U.S. giving goes to international causes and only a fraction of that ence point is on this for nonprofits.”
goes to support grassroots environmental groups.”4 Donors who
give therefore make a unique contribution to international causes.
Tchozewski says individual and foundation donors who want AUTHORITY
to make overseas grants, but don’t have the same access to global There exists a kind of expert worship in most cultures. People
resources, will often give to Greengrants because of its local are very willing to follow the suggestions of legitimate authori-
networks. “We are starting to work with large environmental ties. This represents a kind of shortcut that people can use to
groups,” he adds, “who are coming to us because such networks decide what to do – and usually be right – without having to think
are remarkably rare.” too much about a situation.
Nonprofits can also curry allegiance – and encourage future Consider one study, in which researchers arranged for a 31-
giving – by providing major givers with access and perks unavail- year-old man to violate the law by crossing the street against the
able to the public. red light and into traffic. In half the instances, he was dressed in
Kay Sprinkel Grace, a San Francisco-based consultant who a business suit and tie. The rest of the time, he wore a work shirt
advises nonprofits, advocates this approach. In the mid-1990s, for and trousers. The researchers found that three times as many
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pedestrians were swept along behind the man ing dinner or standing at the grocery seafood
into traffic, against the light and against the counter.
law, when he wore a suit – illustrating the power It also serves to remind patrons, more
that just the appearance of authority can have on broadly, that the aquarium is a leading expert
human behavior. on ocean conservation. The card itself show-
This rule provides a tool for nonprofit lead- cases highly specific information that con-
ers who want to be more influential. Too many servationists would be hard-pressed to find
individuals who are genuine experts bungle anyplace else. It includes a link to the aquar-
away the opportunity to use this potent rule. ium Web site, which explains how the staff
They do so, for instance, by trying to persuade researches and evaluates each seafood item on
would-be donors without first mentioning the guide and works with fishery and aqua-
their credentials, background, and experience culture experts to gather information. Web
in the matter. browsers who click on “About Seafood
The Monterey Bay Aquarium, which has Watch” can peruse a searchable online data-
about 1.8 million visitors each year, has devel- base and download peer-reviewed reports on
oped an innovative strategy that taps into the species from pink abalone to yesso scallops.6
authority rule. The aquarium is perhaps best So far, the aquarium has distributed close
known for its million-gallon “Outer Bay” tank, to one million cards since the program began
home to tuna, sharks, ocean sunfish, and sea tur- in 2000. “It’s not a direct fundraising appeal,”
tles. But as part of its commitment to ocean con- Hekkers said, “[but] it increases the credibility
servation, the aquarium also publishes “Seafood of the organization and it makes people more
Watch,” a wallet-sized card listing seafood in The Monterey Bay Aquarium hands prone to either join as members or contribute
three categories – “best choices,” “proceed with out free cards that help people decide as donors.”
caution,” and “avoid” – depending on how fish what fish to eat. The card reminds Global Greengrants also takes another step,
and shellfish are caught and farmed, and patrons that the aquarium is an establishing itself not only as an authority, but
whether stocks are depleted. Patrons pick up the authority on ocean conservation. as a credible authority.
cards for free at the aquarium and participating Research shows that credibility consists of
restaurants, or download them from the Web site.5 Diners then two separate features: knowledge and trustworthiness. A credible
use the cards as guides at restaurants. So, for instance, they would expert is first of all knowledgeable, but also can be trusted to pro-
know that Pacific halibut is an eco-friendly meal, while monkfish vide information in a way that is honest and not self-serving. Both
and Atlantic swordfish are out. factors are important, but of the two, it is usually more difficult
The main idea behind the card is to raise awareness about sus- to establish trustworthiness. Even acknowledged experts will
tainable oceans, and ultimately to influence fishing practices. not be persuasive unless they are also viewed as trustworthy.
“Most people don’t consider themselves knowledgeable in the least One way advertisers establish trustworthiness is to first say
about fisheries,” says Jim Hekkers, the aquarium’s executive vice something that seems contrary to their interests – perhaps they
president. They therefore will defer to the aquarium when order- mention that a competitor has a good product or that their own
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RULE: HOW TO USE IT: EXAMPLE:
Reciprocity
People try to repay, in kind, what Uncover and point out services and Girl Scouts invited key members of Congress
another person has provided them. benefits that your organization and executive agency officials to visit
already provides for a community, troops in public housing complexes.
corporation, or individual.
Scarcity
Opportunities seem more valuable Uncover and describe your organi- Global Greengrants’ Web site points out
when they are less available. zation’s uncommon or unique features that it is one of very few U.S. groups that
that cannot be found elsewhere. support international grassroots
organizations.
Authority
People tend to defer to legitimate Uncover and communicate your Monterey Bay Aquarium distributes free
authorities as a decision-making organization’s expertise. Seafood Watch pocket guides showcasing
shortcut. their own research on sustainable fisheries.
Consistency
Once people make a choice or take a Invite board members to declare At the end of a board retreat, St. Luke’s
stand, they encounter personal or publicly what they are willing to do, Hospital asked foundation trustees to state
interpersonal pressures to behave and get them to write it down. publicly and specifically what they would
consistently with that commitment. Encourage active involvement from commit to do for the capital campaign.
would-be donors.
product has some minor drawback. Think of Avis’ car rental com- will only impact one small aspect of a larger societal problem –
mercial: “We’re number two, but we try harder.” By coming out and only then bring up the strongest arguments. The conse-
and saying it is not number one, Avis establishes honesty. quence should be not only effective, but ethical as well.
How does Greengrants employ this rule? Consider this blurb,
which appears on the fund’s Web site, explaining its grantmak-
ing model: “It is hard for grantmakers to identify grassroots CONSISTENCY
groups in remote areas; it is hard to transfer funds; and it is hard A pair of Canadian psychologists uncovered something fasci-
to monitor grantee progress. Combined, these obstacles can nating about people at the racetrack: just after placing bets they
make grassroots grantmaking a challenging enterprise.” are much more confident than they are immediately before.7
At first glance, such an admission may seem strange. After all, Nothing about the horse’s chances actually shifts; it’s the same
Greengrants needs donors to fund it, despite the challenging odds. horse, on the same track, in the same field. But in the bettors’
The admission, however, is followed quickly with a positive minds, the horse’s prospects improve significantly.
assertion: “Global Greengrants Fund has created a highly efficient The dramatic change is caused by a common tool of social
and reliable system for finding and funding local grassroots envi- influence that lies deep within people, directing their actions
ronmental groups. By forming an international network of advi- with quiet power. It is, quite simply, a desire to be (and to appear)
sory boards for specific regions and environmental issues, we consistent with what we have already done. Once we make a
streamline our grantmaking and help link our advisors and choice or take a stand, social and internal pressures prompt us to
grantees in a community that can share knowledge, viewpoints, behave consistently with that commitment.
and strategies.” Research indicates that a person’s sense of commitment
Many fundraisers describe both the strengths and weaknesses deepens even further if the commitment is made voluntarily and
of their case; but most start with the strengths before dropping publicly, and if it is written. Donors, for example, are much more
in the weaknesses. Mention the drawbacks first – that a given grant likely to fulfill pledges that are uncoerced, public, and put in ink.
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Suppose a nonprofit wanted to increase the number of peo- said. “It’s made all the difference in the world.”
ple who would agree to go door-to-door collecting donations. It Ultimately, the best evidence of people’s true feelings and
would be wise to study the approach taken by social psycholo- beliefs comes less from their words than from their deeds.
gist Steven J. Sherman. He simply called a sample of Blooming- Researchers have discovered that people use their own behavior
ton, Ind., residents as part of a survey and asked them to predict to decide what they are like.9
what they would say if asked to spend three hours collecting The rippling impact of past behavior on future behavior can
money for the American Cancer Society. Not wanting to seem be seen in studies investigating the effect of active versus passive
uncharitable, many of these people said they would volunteer. commitments.10 In one study, college students volunteered for an
The consequence of this subtle commitment procedure was a 700 AIDS education project. The researchers arranged for half to vol-
percent increase in volunteers when, a few days later, a repre- unteer actively by filling out a form. The other half volunteered
sentative of the American Cancer Society did call and ask for neigh- passively by failing to fill out a form stating that they didn’t want
borhood canvassers.8 to participate. When asked to begin their volunteer activity, 74
Sprinkel Grace advises her clients to utilize the rule on board percent who appeared for duty came from the ranks of those who
retreats – by asking board members to make voluntary declara- had actively agreed to participate.11
tions indicating what they would be willing to do, specifically, to Once an active commitment is made, self-image is squeezed
help make a capital campaign a success. Sometimes, she advises from both sides. From the inside, there is a pressure to bring self-
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Reciprocity, scarcity, authority, and
consistency are four powerful tools when
employed separately. But for maximum
impact, they should all be used at once.
ing a potential donor who had an interest in cancer research, along it, and understand it.”
with her husband. Officials running the hospital’s cancer campaign Understanding the rules of influence – how they work,
met the couple and invited them to the hospital to learn more. and how to use them in the service of a cause – is a great place
Before the couple arrived, Looney and her staff planned a to start.
down-to-the minute schedule intended to maximize persuasive
1 The two other principles are “social proof ” (people view a behavior as correct in a
impact. Doctors were given “talking points” ahead of time; given situation to the degree that they see others performing it), and “liking” (peo-
“team members” understood in advance the specific goals. ple prefer to say yes to individuals they know, are similar to, and like). These rules
At the hospital, the couple met two key researchers testing a are intrinsic to nonprofit fundraising. For instance, a donor might decide to give
because several other well-known community members have already given (social
new leukemia drug; they were told that if the drugs were ulti- proof ); or, a donor might give because a friend, peer, colleague, or co-worker is
mately successful, they could boost survival rates from 15 to 85 doing the asking (liking). Because these rules are so widely employed by modern-
percent. The potential donors looked through the microscopes, day fundraisers, we focus our analysis on the other four, which present much
untapped growth potential.
examining slides firsthand. Later, they met the head of the oncol- 2 Kunz, P.R. and Woolcott, M. “Season’s Greetings: From My Status to Yours,” Social
ogy program and toured the neonatal intensive care unit. At lunch, Science Research 5 (1976): 269-278.
they met with several doctors who explained what the future 3 Paese, P.W. and Gilin, D.A. “When an Adversary is Caught Telling the Truth,” Per-
sonality and Social Psychology Bulletin 26 (2000): 79-90.
might hold – with enough funding. 4 See http://www.greengrants.org/index.html.
The hospital continued cultivating the relationship for some 5 See http://www.mbayaq.org/cr/seafoodwatch.asp.
time, inviting the couple to small dinner parties at the homes of 6 See http://www.seafoodinfocenter.org/aboutus.html.
7 Knox, R.E. and Inkster, J.A. “Postdecision Dissonance at Post Time,” Journal of Per-
hospital trustees. They were invited to volunteer on a hospital advi- sonality and Social Psychology 8 (1968): 319-323.
sory committee; the woman joined the board. It was after a 8 Sherman, S. J. “On the Self-Erasing Nature of Errors of Prediction,” Journal of Per-
trustee dinner that the couple gave $25,000, followed by a gift of sonality and Social Psychology 39 (1980): 211-221.
9 Bem, D. J. “Self-Perception: An Alternative Explanation of Cognitive Dissonance
$1 million. Phenomena,” Psychological Review 74 (1967): 183-200.
The courtship, as it turned out, was a clinic in ethical per- 10 Allison, S.T. and Messick, D.M. “The Feature-Positive Effect, Attitude Strength,
suasion. The day at the hospital allowed Looney to tap the reci- and Degree of Perceived Consensus,” Personality and Social Psychology Bulletin 14
(1988): 231-241.
procity rule, uncovering for the couple the many services, ben- 11 Cioffi, D. and Garner, R. “On Doing the Decision: The Effects of Active Versus
efits, and advantages that Childrens Hospital Los Angeles was Passive Choice on Commitment and Self-Perception,” Personality and Social Psychol-
already providing for cancer patients in the community. The ogy Bulletin 22 (1996): 133-147.
12 Schlenker, B.R.; Dlugolecki, D.W.; and Doherty, K.J. “The Impact of Self-Presen-
couple was afforded scarce access to physicians, labs, and patient tations on Self-Appraisals and Behavior: The Power of Public Commitment,” Person-
facilities, and had unprecedented contact with researchers, yield- ality and Social Psychology Bulletin 20 (1994): 20-33
ing a trove of privileged information. The hospital also tapped
the scarcity rule by alerting the couple to unique research targeting
a cure for leukemia. The meetings highlighted the hospital’s
authority and expertise by putting world-class oncologists and can-
cer researchers front and center. Before long, the couple’s com-
mitment had moved beyond simply intellectual interest and
become active; their gifts were behaviorally consistent with all
the time and energy they had committed to the hospital.
“If people don’t resonate with the cause,” Looney says, “then
they are not going to support you. They have to live it, breathe
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