Frequently Asked Questions

General

What is Digital Candle? 

Digital Candle is a free service for charities who want a one hour call with a digital expert. Charities can get advice on any aspect of digital or digital marketing, from digital strategy to Google Ads and from remote service delivery to social media.

Is Digital Candle really free?

Yup, it is totally free. All the experts give their time on a volunteer basis.

Who runs Digital Candle?

Digital marketing agency Platypus Digital started Candle, and it is now supported by Catalyst. It is jointly run by the two organisations. Read more about how the project started.

Why did Catalyst decide to support Digital Candle? 

Catalyst had done research on how charities make a step change improvement in digital. One common theme is that an outside advisor makes a big difference. Candle is one approach to helping charities get external voices involved.

How many people are on Digital Candle? 

As of November 2020, we’ve got 283 experts and we've introduced them to 379 charities asking questions. 

Charities

I’ve got a question on <some obscure subject>. Have you got any experts on that? 

We’ve got experts on almost all aspects of digital. And if we don’t have one, we’ll take the responsibility to find someone. So go ahead and ask!  

The expert I was introduced to never responded. Can you help? 

Sure! Sometimes life gets in the way. Introductions don’t get acted upon. Ping us and we’ll introduce you to someone else. 

I asked a question on Digital Candle, but I’d like a second opinion. Can you help?  

If you’d like a second opinion, submit your question again. Currently, we’ve got more experts than charities, so you’d actually be doing us a favour by requesting another expert conversation!

Experts 

I’d like to sign up to help on Digital Candle but am I enough of an expert? 

Don’t worry! We find that volunteers with less digital experience are prized as advice givers, as they often are closer to speaking the charity's language. We always try to match you according to your experience.

I’m a bit nervous. How should I structure my call? 

Feel free to structure it however you think best. Our research shows that charities attempting to improve digital usage benefit from almost any form of outside advice, so you are unlikely to go far wrong. 

We have created call guidance notes, if you’d like some ideas. 

Can I ask for extra information before that call? 

Some experts want to better understand a charity’s question before the call, so they can mull it over. If that is you, feel free to ask a few questions via email once you are introduced. 

I signed ages ago as an expert and haven’t been contacted. What’s up?

Huge apologies! This doesn’t mean that you are not appreciated. We are afraid that some experts have signed up and never been introduced to anyone. 

Rather to our surprise, we currently have more experts than charities. Please bear with us. We will try to match you up as soon as possible.  

The future

How is this service going to develop? 

We’ve got many ideas about how Digital Candle could be made more useful. 

For now, our immediate priority is to talk to people who used it (both as charities and experts), so we can understand the user experience. We’d love to hear any feedback, ideas or suggestions. Please email andy@digitalcandle.org.uk.


Have you got a question that isn’t answered here? Email hello@digitalcandle.org.uk