- Be a Part of Something DIFFERENT: While this is our second annual event, it is not something we created on our own; focus groups were conducted leading up to the inaugural event, and feedback was gathered on what should be discussed in 2015. Our goal is to facilitate a change in the way associations operate.
- Conversations: While we have set sessions, our promise to you is that you will not sit in a meeting room all day listening to the speaker. Participants will be asked to share, question, and challenge what is being said to ensure that all knowledge and experience is shared throughout the forum.
- Less Time Away: Taking place all day July 23rd, and just over a half day on the 24th, we are creating an experience that ensures you are taking as little time away from the office as possible; AND that you can get away for a bit of a long weekend at the end!
- Engagement: There are always questions that don’t get asked; whether that is a lack of time, or a lack of comfort publically sharing. That’s OK here – we have extended the breaks and meal times to ensure that you have the time to speak with the facilitators, our partners, and your peers. As one focus group participant said, “Business is not conducted in the meeting room, it’s done in the hallway, and 15 minutes is simply not enough time”.
- Location, Location, Location: With the Forum taking place in Ottawa, ON; it is easy for association executives to get here, and it is central to many of the Canadian-based associations; which means lower costs for participating!
- Change: We all want to do things differently. But how do we get started? This year, not only will we have a fabulous line up of industry experts, Association Executives are taking the ranks of speakers to share their direct experience with all of us!
- Unique Approach: We are committed to presenting this in a way you have not experienced before. We selected the Ottawa Marriott to host this event. Our goal is to change the expectations that we all have of a conference taking place in any hotel meeting room. We are going to create an environment that is modern, fun, relaxing, and that fosters the conversations we need to have.
- Action: With each session delivered, you will receive key takeaways from the facilitators, and we will be providing a forum to share your “A-ha!” moments; little snippets of information that you would like to use in your daily work life. We will be reporting back to all participants with session summaries, case studies, etc.
- Network with Partners who GET IT: Those who have chosen to partner with us truly understand that change is required to ensure associations thrive in the future. We will have a select group of partners joining us – our commitment is to present to you quality companies to have conversations with, and not overwhelm you with too many of them. Businesses who have not officially partnered with us will not be in attendance.
- Cost: We have chosen to keep this Forum affordable for all – and at a rate of $359 plus tax, you cannot beat the education that you will receive!
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Growth Tips & Best Practices for Professional & Trade Associations by Greenfield Services Inc.
Showing posts with label member engagement. Show all posts
Showing posts with label member engagement. Show all posts
Top 10 Reasons to Attend the Engaging Associations Forum
Thinking about joining us for the Engaging Associations Forum? Here are the Top 10 reasons why you should participate:
Using Member Research to Map Out What We Need to be Doing
“No. No. No. We define the goals of the research before we pick the method!” she said. This was probably the hundredth time this research agency account executive heard, “I would like to conduct a survey” from someone like me. What I really meant was “I would like to conduct customer research” but I had mistakenly substituted the word survey instead. This is a mistake most of us make. Survey is a substitute for member research both in our language but also in implementation and this presents a problem for associations.
Each method of member research is specialized to answer certain kind of questions. Surveys are good at one kind of question, our data another, mining online communities another, and so on. Most often we turn to our data and surveys to get answers about our members but those methods, too often, are not designed to answer the kind of questions we are asking.
If we divide up all the member research methodologies they tend to fall into two groups. One group measures what we are doing and the other helps us map out what we need to be doing.
Measuring What We Are Doing
The typically quantitative methods: surveys, data and some feedback tell us how the association is doing. Or more precisely, member research like this tells us about what the association is already doing. If you want to know which of your benefits most members like the most these kinds of methods are designed to do just that. Here are some more questions that surveys and data can answer for you:
This kind of information can help us refine our offerings. For example, members who attend the conference also tend to buy our benchmarking survey report. Perhaps we should test introducing more of the report findings at the conference? Or we find that members rank Topic E very high and it is not a topic we cover often so we add more articles in our media calendar.
The what-we-are-doing-type member research is valuable but let’s not stop there. There is a whole new level of member insights to uncover with the what-we-need-to-be-doing-type member research.
Map Out What We Need To Be Doing
At some point in our data sleuthing we may find that we have more questions than answers. Each time we uncover a new fact, like two years ago benefit A was top of members’ preference but now benefit D is top, we wonder why? We may notice that surveys and data are raising tons of new questions but not answering them. There are answers to those questions and a different methodology can help us.
Member phone interviews, focus groups, mining online communities and observation can give us the data we need to start mapping out what we need to be doing. To figure out what we need to be doing we ask questions like these:
These questions are answered by the more qualitative methodologies. Unlike their closed-ended-answer cousins data and surveys, these methods are more detailed, give context and will tell us stories. These stories are the building blocks for us to figure out what we need to be doing in the future.
Data and member surveys can get you started on your fact-finding mission. At some point you may find yourself asking “why?” more often than not. When you start asking “why?” why did members make this decision, why aren’t they satisfied or why is this group of members engaged, it is time to start exploring how qualitative member research can get you the answers you need.
Are you curious about member insights based association marketing, innovation or strategy? Find more articles like these from Amanda Kaiser, qualitative member researcher, at www.SmoothThePath.net or on Twitter at @SmoothThePath.
Image courtesy of renjith krishnan at FreeDigitalPhotos.net
Each method of member research is specialized to answer certain kind of questions. Surveys are good at one kind of question, our data another, mining online communities another, and so on. Most often we turn to our data and surveys to get answers about our members but those methods, too often, are not designed to answer the kind of questions we are asking.
If we divide up all the member research methodologies they tend to fall into two groups. One group measures what we are doing and the other helps us map out what we need to be doing.
Measuring What We Are Doing
The typically quantitative methods: surveys, data and some feedback tell us how the association is doing. Or more precisely, member research like this tells us about what the association is already doing. If you want to know which of your benefits most members like the most these kinds of methods are designed to do just that. Here are some more questions that surveys and data can answer for you:
- Who are our members?
- What benefits do members use the most?
- How would members rank the topics that we cover in order of preference?
- Who are our most engaged members?
- Where do members spend the most time on our site?
- Members who attend the conference also __________.
This kind of information can help us refine our offerings. For example, members who attend the conference also tend to buy our benchmarking survey report. Perhaps we should test introducing more of the report findings at the conference? Or we find that members rank Topic E very high and it is not a topic we cover often so we add more articles in our media calendar.
The what-we-are-doing-type member research is valuable but let’s not stop there. There is a whole new level of member insights to uncover with the what-we-need-to-be-doing-type member research.
Map Out What We Need To Be Doing
At some point in our data sleuthing we may find that we have more questions than answers. Each time we uncover a new fact, like two years ago benefit A was top of members’ preference but now benefit D is top, we wonder why? We may notice that surveys and data are raising tons of new questions but not answering them. There are answers to those questions and a different methodology can help us.
Member phone interviews, focus groups, mining online communities and observation can give us the data we need to start mapping out what we need to be doing. To figure out what we need to be doing we ask questions like these:
- Why did members join our association?
- Why are engaged members engaged?
- What problems do our members worry about and why?
- What are our members’ goals and why?
- How do members articulate the value of the association?
- What do new members expect from their membership?
- What pain points exist for members working with this association?
- How are competitors meeting their needs?
These questions are answered by the more qualitative methodologies. Unlike their closed-ended-answer cousins data and surveys, these methods are more detailed, give context and will tell us stories. These stories are the building blocks for us to figure out what we need to be doing in the future.
Data and member surveys can get you started on your fact-finding mission. At some point you may find yourself asking “why?” more often than not. When you start asking “why?” why did members make this decision, why aren’t they satisfied or why is this group of members engaged, it is time to start exploring how qualitative member research can get you the answers you need.
Are you curious about member insights based association marketing, innovation or strategy? Find more articles like these from Amanda Kaiser, qualitative member researcher, at www.SmoothThePath.net or on Twitter at @SmoothThePath.
Image courtesy of renjith krishnan at FreeDigitalPhotos.net
Top Posts on The Membership Engagement Blog
2014 was a big year for The Membership Engagement Blog. Thank YOU to all of our readers to check out our posts on association membership, leadership, tips & best practices, and updates on Greenfield Services Inc.
Here are the top rated posts from 2014:
- Associations Presence on Social Media [Infographic]: This infographic was produced in January 2014, based on the 2013 results from our Pulse Report on membership marketing & engagement. Want up to date stats? Check out our 2014 Pulse Report.
- Member Recruitment Gone Wrong: This February 2014 post was based on a piece of marketing material we received by mail, what was wrong, and what could (or, should) be done differently.
- Etiquette for Tradeshow Organizers, Exhibitors, and Attendees: With the rising costs of vendors to exhibit at a tradeshow, we offered some suggestions in Feburary 2014 on what you, as a tradeshow organizer, can do to increase ROI through etiquette.
- Sponsors Matter! Associations need to better engage...: Without sponsors, many associations could not achieve what they have to do. But are you engaging your sponsors in the right way? In May 2014, we offered up some suggestions on what to do, and what to get rid of.
- Six Big Questions on How Associations Engage Their Members: In an era when member priorities are shifting, generational expectations vary widely, and anyone with a free Internet connection can get the benefits that used to come with paid association membership, what’s the future of member engagement? We discussed this in June 2014; in preparation for our inaugural Engaging Associations Summit.
- #Association Concerns - And What To Do About Them: This blog was written with our 2014 Pulse Report in mind, in September 2014. What can you, as an association executive consider (or, implement) to help combat these issues? We discuss it here.
- The Engaging #Association Summit: THE highlight of my year....Greenfield Services took on events this year - with the Summit being our inaugural event, which was officially announced on our blog in February. Want to learn more? Sign up for updates!
- #Association Goals and Objectives [Infographic]: In August, our infographic on goals and objectives based on our 2014 Pulse Report was released.
- [Infographic] Member Relationships: In October; our infographic on member relationships was released (again, based on our 2014 Pulse Report).
- A-HA! #Engageassn E-Book is Here!: Finally, and to wrap up our highly successful first event, we produced and released our e-book in October 2014, based on "a-ha" moments we uncovered with association executives at the July 2014 event. Want your own copy? Download it here.
Thank you ALL once again for visiting our blog!
My favourite posts of 2014 for #Association Executives
There was several great posts that were published this year. Here is a snapshot of the thought-leadership that came out this year (my Top 10):
- What members want: The new meaning of value - The problem with your young association members is that they’re always changing. Each generation is a little bit different; they value experiences differently. Thanks to XYZ University for this post!
- Your non-members: Friends or Foes? - this post divides non-members into four categories; and suggests that non-members are very definitely our friends and a careful, measured and thoughtful approach to engaging with them will bring tangible results, perhaps not today or tomorrow, but in the future. This was posted on the CSAE Ottawa-Gatineau blog.
- How to Develop a New Product Pipeline For Your Association - Innovation is scary for many organizations because it is not something many are in the habit of doing. Create a practice or a habit of innovation and it becomes much much easier. This post provides 11 key steps in the process. Written by Amanda Kaiser (Smooth The Path).
- Why You Need to Tell Your Association Members`Stories Before Your Own - Guilty by association. We are the company we keep. If your association is the sum of your members, you need to be telling their stories first. Originally posted on the MemberClicks blog.
- Your Choice: Change or Irrelevance - This post is short and timely. It suggests that many organizations are well on their way to irrelevance, and provides three things you can do now to avoid it. Thanks Andy Freed for your thought leadership!
- Facilitation: plan, and have faith - what can we do – facilitators and clients alike – to make it more likely that a facilitated session will go well? Meredith Low provides some thoughts, tips, and best practices here.
- The Death of the Mall and Other Association Lessons - great analogies here on the Association Subculture blog - You don't need to obsess about entropy but you do need to challenge your ethos in the face of it.
- Membership Practices of Associations with High Retention Rates - this post, featured on the Abila blog, offers up 12 practices that associations who have high retention rates are currently doing.
- When Opinion by Committee Can Lead You Astray - how could I have a top 10 list without Jeff Hurt? In this post (which, by the way, is one of many of his posts that I think are great) says 'When we are designing a conference or planning the next steps of an organization, we need to be aware of the challenges of relying only on the opinions of a committee. Especially if everyone on that committee has the same belief. We need to seek diverse thought that challenges our conventional thinking. And encourage honest open discussion.'
- ROI to R.O.M.E - What is R.O.M.E.? Return on Member Engagement. Only when board/staff engagement and member engagement are high do innovative solutions surface through a “we” collaboration. Moving to a “we” focused community is about inclusiveness and being open to the possibilities that might surface. Thanks Dan Varroney for sharing!
What blogs did you see this year that changed the way you think?
Top Picks for Membership Engagement Tips

In a recent infographic I published, based on survey results from the 2014 Pulse Report (our membership marketing & engagement study in Canada), we reported that 47.4% of respondents would increase budgets in membership engagement next year, if they had only one area that could be increased.
I think we know by now the concept of membership engagement; but association executives are struggling with how to engage members, and what they should track to determine if their efforts are successful.
Here are four blogs/articles that I have come across that offer tips, theories and suggestions that are well worth the read:
- Engaging Next Generations (featured on the CSAE Ottawa-Gatineau blog): the article reports on a lunch & learn session that was help for chapter members, and association executives in the Ottawa area. It featured a panel of three association executives, who discussed the changed that they have made, whether they worked or not; in an effort to engage the next generation of member.
- Weak Member Engagement? Look at Your Staff (featured on AssociationsNow): This article is a quick summary of another blog post, but the title caught my eye, as I was preparing for a presentation recently that spoke to engaged employees make engaged members.
- Engaging Members in an Era of Profound Change (featured on CSAE): written by an association executive, this post talks about social change and how it impacts associations, along with some research and recommendations.
- 10 Elements of a Winning Member Engagement Strategy (featured on Socious): this particular post talks about why member engagement is so important, and the 10 elements they believe create an effective strategy, from goals to problems to staffing.
Need more ideas? Keep an eye out for our member engagement posts, and mark your calendars - as we will be addressing these issues and more during our Engaging Associations Forum, taking place July 23-24, 2015!
We want to co-create with you! #Engageassn
The 2014 Engaging Associations Summit was such as success! And, it was all due to co-creation.
When it came to planning the program, the summit was not created in a silo - we held focus groups with association executives to learn more about the topics they wanted to hear, the length and time frame of the event, and the format that they wanted for the sessions - and we delivered!
In 2015, we will continue to push the envelope.
What's new this year? We have a new name (it will now be called the Engaging Associations Forum). The dates have been set (July 23-24, 2015), and we are looking to you to co-create the content of the sessions.
We want to know what you would like to see - what would need to be on the roster of education to encourage you to register. We have created a short (really, a short) survey that outlines the thoughts from the original 52 participant's thoughts on education for 2015. We ask that you look at what they suggested, and let us know what you would like to learn more about. If anything is missing, we ask that you let us know what that is.
Those who participate will be entered into a draw to win one complimentary pass to the Engaging Associations Forum for 2015. Click here to take the survey.
And, if you would like to learn more about what happened at the inaugural event in 2014; you can! We recently launched our e-book that covers the thoughts from speakers and participants from 2014. Download it now.
When it came to planning the program, the summit was not created in a silo - we held focus groups with association executives to learn more about the topics they wanted to hear, the length and time frame of the event, and the format that they wanted for the sessions - and we delivered!
In 2015, we will continue to push the envelope.
What's new this year? We have a new name (it will now be called the Engaging Associations Forum). The dates have been set (July 23-24, 2015), and we are looking to you to co-create the content of the sessions.
We want to know what you would like to see - what would need to be on the roster of education to encourage you to register. We have created a short (really, a short) survey that outlines the thoughts from the original 52 participant's thoughts on education for 2015. We ask that you look at what they suggested, and let us know what you would like to learn more about. If anything is missing, we ask that you let us know what that is.
Those who participate will be entered into a draw to win one complimentary pass to the Engaging Associations Forum for 2015. Click here to take the survey.
And, if you would like to learn more about what happened at the inaugural event in 2014; you can! We recently launched our e-book that covers the thoughts from speakers and participants from 2014. Download it now.
51 Shades of Gray (Hair)
One of the associations that we work with celebrated their 51st anniversary in 2014 at their Annual Conference and Trade Show. After the big 50th Anniversary Extravaganza blowout in 2013, staff had to work hard to ensure that the 51st Anniversary was just as exhilarating, so that we harnessed the positive momentum moving forward. While we were successful in making our 51st Anniversary Conference effective and exciting, we also noticed a trend that we may have been purposely overlooking.
As we started looking around the room at the 200+ attendees at the conference, we quickly realized that it was a room with 51 (or more) shades of gray hair. Our members are aging! This means that eventually (soon), they will be retiring and passing their businesses on to their sons and daughters or selling them to current employees or outside parties. And many of these new owners will be younger and new to the industry and the association. While we’ve enjoyed 50+ years of continued support from our current members, we can’t just assume these new owners will embrace the same principles of joining and supporting our association.
In order to ensure the continued success of the organization, we are going to have to strategically recruit and retain these younger up and coming members. As our staff and board discussed this new “look and feel” that would be transcending on the association in the next few years, we knew we had to quickly get ahead of the game and create some new services and benefits that would have these newbies not only joining, but embracing and enjoying our association’s activities and services!
Here are some quick tips we’ve found that helped to encourage the younger generation to participate in our association:
Tip 1: Technician Subscription – We developed a Technician Subscription Program that would allow up-and-coming professionals to try out and participate in our association without investing a lot of money and time. Our Technician Subscription Program allows participants to receive all association communication (including the quarterly magazine), attend one educational seminar at the member rate and participate in other member benefits for a one year period; all at a very affordable rate. We even offer quantity discounts off multiple technician subscribers from the same company. Since we weren’t sure of the success of this venture, we decided to offer this as a subscription service rather than a membership type, which would have required a change in our bylaws. Since its inception, we now have 28 new technician subscribers, many of whom are under 40 and excited to be a part of our association! We see these 28 technician subscribers becoming true new members in the near future!
Tip 2: Social Media Presence – Social media has become very important to the success of associations in today’s world. Per USA Today, a recent study conducted for an online casino found that one in four people spend more time socializing online, via sites such as Facebook and Twitter, than they do in person. This means that 25% of the population would rather spend time communicating online than communicating in person. With this statistic (and the many others found online), we knew that we had to accelerate our social media presence in order to attract and keep our younger generations of current and potential members interested and excited about our association. We did research and developed a weekly marketing plan to ensure that information was posted to our social media sites 2-3 times per week at a minimum. We also worked hard to ensure that different information was posted on each of the venues so that visitors didn’t see the same posts on all of the social media sites. Finally, we created an email newsletter called Agents of Change that we use to remind our current and potential members to visit our social media sites on a regular basis. With this new focus on social media, our online presence has grown tremendously!
Tip 3: Mentoring program – We are currently developing a mentoring program, where we will partner a more experienced (gray haired) member with a newer (younger) member or potential member. They will communicate via social media, email, phone, etc. throughout the year and then meet in person during our Annual Conference. Our goals with this mentoring program are two fold and include the sharing of a wealth of industry knowledge from the well-oiled professionals with the newbies and also the importance of supporting their industry trade association. Only time will tell how successful this mentoring program will be, but we’ve already had some good support on both sides!
Tip 4: Seminar Topics of Interest to Younger Audiences – Like most trade associations, many of the educational seminar topics we offer are driven by the rules and regulations of the state requirements for continuing education for our industry. But we are lucky in that some of our required educational requirements include Business Practices, which can cover an array of topics. With our new goal of attracting younger members, we have recently offered seminars like website marketing, online reputation management and online marketing to grow your business. In 2015, we plan to offer even more topics (both in person and online) that are of interest to the younger audience and play upon their preferences to communicate and learn differently. We have received very positive feedback in our post-seminar surveys about these new topics!
Tip 5: Member Grandstanding – In today’s world, we all love to share any and everything about ourselves on our personal social media sites, but very seldom does this information get shared with your association. We are now encouraging our members and subscribers to brag about themselves and their accomplishments and to share this information with their association. We are creating areas on our website, social media sites, in our magazine and other member communications to allow other members and interested parties to learn more about the association, members and industry. This information adds a human touch to the association, but also may inspire others to share and do great things!
By implementing these tips and continuing to make many other enhancements to our association and the way we communicate with our members, our goal is that the younger generation becomes just as enamored with the association and 30 years from now becomes our new “50+ Shades of Gray!”
As we started looking around the room at the 200+ attendees at the conference, we quickly realized that it was a room with 51 (or more) shades of gray hair. Our members are aging! This means that eventually (soon), they will be retiring and passing their businesses on to their sons and daughters or selling them to current employees or outside parties. And many of these new owners will be younger and new to the industry and the association. While we’ve enjoyed 50+ years of continued support from our current members, we can’t just assume these new owners will embrace the same principles of joining and supporting our association.
In order to ensure the continued success of the organization, we are going to have to strategically recruit and retain these younger up and coming members. As our staff and board discussed this new “look and feel” that would be transcending on the association in the next few years, we knew we had to quickly get ahead of the game and create some new services and benefits that would have these newbies not only joining, but embracing and enjoying our association’s activities and services!
Here are some quick tips we’ve found that helped to encourage the younger generation to participate in our association:
Tip 1: Technician Subscription – We developed a Technician Subscription Program that would allow up-and-coming professionals to try out and participate in our association without investing a lot of money and time. Our Technician Subscription Program allows participants to receive all association communication (including the quarterly magazine), attend one educational seminar at the member rate and participate in other member benefits for a one year period; all at a very affordable rate. We even offer quantity discounts off multiple technician subscribers from the same company. Since we weren’t sure of the success of this venture, we decided to offer this as a subscription service rather than a membership type, which would have required a change in our bylaws. Since its inception, we now have 28 new technician subscribers, many of whom are under 40 and excited to be a part of our association! We see these 28 technician subscribers becoming true new members in the near future!
Tip 2: Social Media Presence – Social media has become very important to the success of associations in today’s world. Per USA Today, a recent study conducted for an online casino found that one in four people spend more time socializing online, via sites such as Facebook and Twitter, than they do in person. This means that 25% of the population would rather spend time communicating online than communicating in person. With this statistic (and the many others found online), we knew that we had to accelerate our social media presence in order to attract and keep our younger generations of current and potential members interested and excited about our association. We did research and developed a weekly marketing plan to ensure that information was posted to our social media sites 2-3 times per week at a minimum. We also worked hard to ensure that different information was posted on each of the venues so that visitors didn’t see the same posts on all of the social media sites. Finally, we created an email newsletter called Agents of Change that we use to remind our current and potential members to visit our social media sites on a regular basis. With this new focus on social media, our online presence has grown tremendously!
Tip 3: Mentoring program – We are currently developing a mentoring program, where we will partner a more experienced (gray haired) member with a newer (younger) member or potential member. They will communicate via social media, email, phone, etc. throughout the year and then meet in person during our Annual Conference. Our goals with this mentoring program are two fold and include the sharing of a wealth of industry knowledge from the well-oiled professionals with the newbies and also the importance of supporting their industry trade association. Only time will tell how successful this mentoring program will be, but we’ve already had some good support on both sides!
Tip 4: Seminar Topics of Interest to Younger Audiences – Like most trade associations, many of the educational seminar topics we offer are driven by the rules and regulations of the state requirements for continuing education for our industry. But we are lucky in that some of our required educational requirements include Business Practices, which can cover an array of topics. With our new goal of attracting younger members, we have recently offered seminars like website marketing, online reputation management and online marketing to grow your business. In 2015, we plan to offer even more topics (both in person and online) that are of interest to the younger audience and play upon their preferences to communicate and learn differently. We have received very positive feedback in our post-seminar surveys about these new topics!
Tip 5: Member Grandstanding – In today’s world, we all love to share any and everything about ourselves on our personal social media sites, but very seldom does this information get shared with your association. We are now encouraging our members and subscribers to brag about themselves and their accomplishments and to share this information with their association. We are creating areas on our website, social media sites, in our magazine and other member communications to allow other members and interested parties to learn more about the association, members and industry. This information adds a human touch to the association, but also may inspire others to share and do great things!
By implementing these tips and continuing to make many other enhancements to our association and the way we communicate with our members, our goal is that the younger generation becomes just as enamored with the association and 30 years from now becomes our new “50+ Shades of Gray!”
Thanks Amy for providing this post!
#Association Concerns – And What To Do About Them…
In the recently released 2014 Pulse Report, our research found that association executives are working hard to bring their association into the age of engagement. With 178 responses, we discovered that some of their top concerns are:
Amongst others…
What can you, as an association executive consider (or, implement) to help combat these issues? Here are some thoughts:
The 2014 Pulse Report is now available online for download.
- Misalignment of staff around strategic initiatives;
- Overuse of marketing lists;
- Risk-averse, tunnelled organizational cultures;
- Relevance of educational offerings;
- Declining revenues or membership numbers.
Amongst others…
What can you, as an association executive consider (or, implement) to help combat these issues? Here are some thoughts:
- Regarding the misalignment of staff; is this a misalignment or a strategic plan issue? When creating your plan, or deciding on the initiatives that you want to implement; were your front-line team members (those who are in contact with your members and other stakeholders regularly) involved in the decision-making process? It may be time to re-group with your team to ensure that they fully understand the program, or the plan, and get them on board to achieving your organizational goals. That way, they can properly communicate them to your stakeholders daily.
- Your marketing lists – are they overused? Or over-emailed? As an executive, you may need to determine the difference… with the Anti-Spam Legislation in full force here in Canada, it has made your job to communicate with prospect members, sponsors, exhibitors and other stakeholders more difficult; if they did not opt-in, you cannot email them. Have a look at other marketing methods – phone, social media, and yes – direct mail (it will likely make a bit of a comeback)…
If it is truly overused list – the answer is to research new potential companies and prospects to market to. - If you believe you are working with a risk-averse team, you are certainly not alone. But there are organizations who have moved beyond that…in a recent article in Association™ magazine (produced by CSAE), Beckie MacDonald, with the Ontario Library Association states “The best thing you can do is try it and fail, because you’re only going to learn how to do it better”.
- If you have concerns on the relevance of your educational offerings – take a look at your suite of programs. You already know that something isn’t right – look at program purchase history and determine popularity. Don’t forget to ask your members – it may not be the program at all – it could be timing, location, etc. Ask them as members what programs they would like to see offered to enhance their professional lives; and determine if it is feasible to offer it to them.
- And of course, to complete many of the areas above, it takes time, members and money, which was also a concern listed. To retain members, you have to be engaging ongoing, and delivering value (in a way that means something to the individual; not the organization). Retention efforts could be an issue – and I suggest having a second look at your process to see if there is anything else you could be doing at renewal time.
If these boxes are checked, and you still are not clear on why your membership is declining – then it is likely time to find out. A comprehensive lapsed member survey to uncover reasons for departure, their experience as a member, etc. will not only give you a sense of why they left, but it may bring them back. It will also provide you with some fantastic insights on what could be changed to help eliminate this issue in the future.
The 2014 Pulse Report is now available online for download.
Associations Need To Re-Think Their Value
In an era when interactions are driven predominantly by online platforms, not by 20th century institutions, keynote speaker Jeff De Cagna said associations have to rethink their value in a way that may lead away from traditional membership models.
“Technology is creating a new behaviour space for associating that doesn’t require associations,” said De Cagna, Chief Strategist and Founder of Principled Innovation LLC in Reston, Virginia. The inescapable conclusion for asssociations, he added, is that “it’s much more important for associations to create value than to drive membership.”
The self-described “association contrarian,” dubbed the “antichrist” by one association executive, urged participants to recalibrate for a world in which:
Decision Time for Associations
For associations, De Cagna said, it’s time to decide whether to embrace a networked world or quickly lose relevance. He urged participants to open “value conversations” with their communities, leaving behind a traditional model in which “’engagement’ is code for ‘send me some money so I can sell you more stuff.’”
Associations that operate in that traditional mode “are so overwrought about building membership that they’ve lost track of how to build a strong, sustainable infrastructure,” he told participants.
In addition to delivering greater value to the communities they’ve already identified, associations can gain from a more connected, relevant approach by drawing in audiences and partners who would otherwise have stayed outside the membership wall. De Cagna said one of the greatest vulnerabilities of traditional associations is their failure to “consider the stakeholders who aren’t here,” whose challenges and expectations are fundamentally different from the groups that have already affiliated.
Click here for highlights of the 2014 Engaging Associations Summit and a sneak preview of the 2015 event.
“Technology is creating a new behaviour space for associating that doesn’t require associations,” said De Cagna, Chief Strategist and Founder of Principled Innovation LLC in Reston, Virginia. The inescapable conclusion for asssociations, he added, is that “it’s much more important for associations to create value than to drive membership.”
The self-described “association contrarian,” dubbed the “antichrist” by one association executive, urged participants to recalibrate for a world in which:
- The massive recent growth in world population and social development is directly tied to the evolution of technology, “the only powerful shaping force in the history of civilization.”
- We now trust robots—also known as algorithms—to guide some of our most intimate and consequential decisions.
- One in five people around the world owns a smart phone.
- The Kickstarter crowdfunding platform has launched 66,000 successful projects, with 6.6 million backers logging 16.5 million pledges worth more than $1.2 billion.
- Online networks have created a world in which “individual humans connected together can accomplish what once only centralized, large organizations could,” according to Silicon Valley business innovator Nilofer Merchant.
Decision Time for Associations
For associations, De Cagna said, it’s time to decide whether to embrace a networked world or quickly lose relevance. He urged participants to open “value conversations” with their communities, leaving behind a traditional model in which “’engagement’ is code for ‘send me some money so I can sell you more stuff.’”
Associations that operate in that traditional mode “are so overwrought about building membership that they’ve lost track of how to build a strong, sustainable infrastructure,” he told participants.
In addition to delivering greater value to the communities they’ve already identified, associations can gain from a more connected, relevant approach by drawing in audiences and partners who would otherwise have stayed outside the membership wall. De Cagna said one of the greatest vulnerabilities of traditional associations is their failure to “consider the stakeholders who aren’t here,” whose challenges and expectations are fundamentally different from the groups that have already affiliated.
Click here for highlights of the 2014 Engaging Associations Summit and a sneak preview of the 2015 event.
Event ‘Shatterpoints’ Point to the Need for Change
“One change in one shatterpoint can have a domino effect, with drastic consequences,” said Hurt, Executive Vice President of Velvet Chainsaw Consulting in Dallas, Texas. Acknowledging the Star Wars movie series as the source of the term, Hurt said organizations’ conference revenues could be vulnerable if they don’t achieve at least:
- 50% paid attendance at two out of three annual events
- A 65% renewal or “stickiness” rate among exhibitors
- A 75 to 80% stickiness rate among sponsors.
Hurt said a goal can be a lagging indicator, to the extent that strategies are built to address problems an association has already experienced. By contrast, a shatterpoint can be a leading indicator, pointing to future risks that the organization can mitigate or prevent.
After inviting Summit participants to discuss their own measures of a healthy, sustainable conference, Hurt suggested a series of longer-term shatterpoints, including:
- Secondary revenue stream that represents less than 30% of the total
- Only 35% of conference participants under age 50
- Less than 55% of direct expense devoted to the participant experience.
One Piece of a Larger Puzzle
Hurt stressed that conferences are just one part of a larger patchwork of association services and initiatives, and should be seen as part of a continuum of customer and audience touchpoints. The key audiences onsite fall into three categories—economic buyers, decision-makers, and influencers—and more than ever before, organizations can use smart data to define and target the groups they need to reach and bring together.
Although shatterpoints can point to serious risks for associations that don’t pay attention to them, a Summit participant said the impact can be positive if they “blow things up” and draw attention to the potential for change.
Click here for highlights of the 2014 Engaging Associations Summit and a sneak preview of the 2015 event.
The Next Step for Greenfield: Taking Over the Management of CanSPEP
Greenfield Services is pleased to announce it is undertaking association management for the Canadian Society of Professional Event Planners (CanSPEP). As of August 1, 2014, the company will be providing strategic business development and stakeholder engagement support for this association of independent meeting professionals.
CanSPEP represents a powerful group of entrepreneurs, many of whom are recognized leaders in the meetings and events industry. Formed in 1996, the organization provides a forum in which members meet to exchange ideas, develop skills through educational programs, and share partnership opportunities that foster business growth.
CanSPEP is an active member of the Business Events Industry Coalition of Canada and an organizational leader in the meetings and events industry. The average buying power of CanSPEP members contributes over 65,000 room nights and $30 million in revenue to the industry.
In a recent message to its members 2013-2014 CanSPEP President, Catherine Paull, CMP, announced,
“Over the past few months the Board of Directors, with assistance from the Past Presidents’ Council, carried out an extensive RFP process for association management services for CanSPEP. As a result of this diligent process, the Board of Directors has made the decision to engage Greenfield Services Inc. for association management, effective August 1, 2014.
CanSPEP has grown to become the vibrant association it is today and that would not have been possible without the dedication and efforts of Carol Ford. Please join the Board of Directors and the Past Presidents’ Council in thanking Carol Ford for her past service and tremendous dedication and extending a warm welcome to Doreen Ashton Wagner and the Greenfield Services team.”
Greenfield’s Chief Strategist, Doreen Ashton Wagner, explained the company’s decision to move into the association management company (AMC) space: “Since 2003 professional and trade associations have been turning to Greenfield for project-based member recruitment, retention and engagement. We’ve also been executing more sponsorship and exhibit sales programs. But as our associations see shifts in the landscape – with very rapid changes due to demographics and technology – many are choosing to become more strategic. This means focusing on the “big picture” for their industry, handing the reigns to a proactive, hands-on partner who goes beyond administration. We’ve been preaching engagement, pull marketing and the smart use of technology for years. This was a natural evolution for us.”
For more information on CanSPEP or Greenfield’s association management services, please call 1-866-488-4474, extension 4512 for Doreen Ashton Wagner, or extension 4517 for Meagan Rockett.
When Change Causes Pain, Conflict and Excitement
We have all been there. When your employer, your industry or your competitors make a change, it can unsettle, disrupt and even cause major friction. Whether it’s a change in the law, a change in operations or even a move to raise the bar in an industry, change is never comfortable.
Why is this painful?
When one creates change the intent is likely to improve people’s conversations, processes or policies. Take Canada’s Anti-Spam Legislation for example, at the base level, the intent of the legislation is to stop spammers from disseminating unwanted messages, which have nothing to do with your business.
However, when you dig deeper into the legislation, it will actually dramatically change the way small business, and associations market their products, services, events, and membership.
We all knew this law was coming for a while, and when the dust settles, we will all be wiser – and have smarter marketing practices. BUT the pain is happening now – questions are being raised such as “What do I have to have in place to comply?”, “How much will this cost me to have systems available for tracking?”, and “How much of my communication is actually affected?”
Why does it cause conflict?
Change can cause conflict when groups of people do not believe that you can (or, should) implement this change. They believe that for the greater good of the company, or the industry, that you should not be the one to make the change. These are the people who say “When it ain’t broke, don’t fix it”.
But this thought process is all wrong. Jeff Hurt recently addressed this in his blog. He maintains that, when things are going smoothly, it is exactly the right time to look at ways to improve it. Change BEFORE your process gets boring. Those who dare, win. Not everyone will agree, but those who are forward-thinkers, and innovators in your industry, will recognize the attempt to make change for what it is: someone filling a gap or a need that has been swept under the carpet for too long.
Why is it exciting?
Of course change is exciting! But why? Because you are trying to get people to believe in your cause, your process, or your new product/service. Because you saw a need, heard the feedback, and created something that will help. And it is a wonderful feeling when you see who will be the first on the bus with you.
Change is going to happen anyway – so it may as well be you who creates it, and reaps the benefits.
What is your organization doing to create change for your members, or for your industry?
Why is this painful?
When one creates change the intent is likely to improve people’s conversations, processes or policies. Take Canada’s Anti-Spam Legislation for example, at the base level, the intent of the legislation is to stop spammers from disseminating unwanted messages, which have nothing to do with your business.
However, when you dig deeper into the legislation, it will actually dramatically change the way small business, and associations market their products, services, events, and membership.
We all knew this law was coming for a while, and when the dust settles, we will all be wiser – and have smarter marketing practices. BUT the pain is happening now – questions are being raised such as “What do I have to have in place to comply?”, “How much will this cost me to have systems available for tracking?”, and “How much of my communication is actually affected?”
Why does it cause conflict?
Change can cause conflict when groups of people do not believe that you can (or, should) implement this change. They believe that for the greater good of the company, or the industry, that you should not be the one to make the change. These are the people who say “When it ain’t broke, don’t fix it”.
But this thought process is all wrong. Jeff Hurt recently addressed this in his blog. He maintains that, when things are going smoothly, it is exactly the right time to look at ways to improve it. Change BEFORE your process gets boring. Those who dare, win. Not everyone will agree, but those who are forward-thinkers, and innovators in your industry, will recognize the attempt to make change for what it is: someone filling a gap or a need that has been swept under the carpet for too long.
Why is it exciting?
Of course change is exciting! But why? Because you are trying to get people to believe in your cause, your process, or your new product/service. Because you saw a need, heard the feedback, and created something that will help. And it is a wonderful feeling when you see who will be the first on the bus with you.
Change is going to happen anyway – so it may as well be you who creates it, and reaps the benefits.
What is your organization doing to create change for your members, or for your industry?
Six Big Questions on How Associations Engage Their Members
It’s the million-dollar question in association management.
In an era when member priorities are shifting, generational expectations vary widely, and anyone with a free Internet connection can get the benefits that used to come with paid association membership, what’s the future of member engagement?
At the Engaging Associations Summit in July, you’ll get a C-level view of this existential challenge from an organization that has done a great job of measuring member engagement, then using that market intelligence to build commitment in its target audience and sustain revenues.
The Professional Convention Management Association (PCMA) represents association meeting professionals who were hit hard by the economic downturn, and have long fought an uphill battle to demonstrate strategic value in the organizations that employ them. PCMA Chief Operating Officer Sherrif Karamat, a 20-year veteran of the meeting and convention industry, oversees all the organization’s revenue streams. So he has a keen interest in PCMA’s financial sustainability, and a clear view of what it takes to keep associations strong and successful.
“Fifteen years ago, associations deployed information to their members and served as the ‘fountain of knowledge,” Karamat said in a recent online interview. “Today, people don't necessarily need an association, because through social media, multiple individuals are connecting, sharing knowledge, and bypassing the central conduit—the association.”
If associations fail to engage with stakeholders online, he warned, “your value will be diminished, and so will your brand.”
Before Karamat’s presentation, Meagan Rockett will unveil results of Greenfield Services’ 2014 Pulse Report, a must-read annual review of association issues and priorities. This year’s Pulse Report asked six big questions about member engagement:
Click here for more information on the Engaging Associations Summit, July 24-25, 2014 at the Canadian Museum of Nature in Ottawa.
In an era when member priorities are shifting, generational expectations vary widely, and anyone with a free Internet connection can get the benefits that used to come with paid association membership, what’s the future of member engagement?

The Professional Convention Management Association (PCMA) represents association meeting professionals who were hit hard by the economic downturn, and have long fought an uphill battle to demonstrate strategic value in the organizations that employ them. PCMA Chief Operating Officer Sherrif Karamat, a 20-year veteran of the meeting and convention industry, oversees all the organization’s revenue streams. So he has a keen interest in PCMA’s financial sustainability, and a clear view of what it takes to keep associations strong and successful.
“Fifteen years ago, associations deployed information to their members and served as the ‘fountain of knowledge,” Karamat said in a recent online interview. “Today, people don't necessarily need an association, because through social media, multiple individuals are connecting, sharing knowledge, and bypassing the central conduit—the association.”
If associations fail to engage with stakeholders online, he warned, “your value will be diminished, and so will your brand.”
Before Karamat’s presentation, Meagan Rockett will unveil results of Greenfield Services’ 2014 Pulse Report, a must-read annual review of association issues and priorities. This year’s Pulse Report asked six big questions about member engagement:
- What are your organization’s top three challenges when it comes to member engagement?
- Are you currently working toward a plan for engaging younger members, or do you already have one in place?
- How frequently do you follow members and other stakeholders on key social media platforms?
- What percentage of your members participate on your public social networks?
- What is the level of your members’ engagement with different association products and services?
- Are you looking at emerging membership models to customize the experience and attract new members?
Click here for more information on the Engaging Associations Summit, July 24-25, 2014 at the Canadian Museum of Nature in Ottawa.
Décor Design Helps Create an Engaging Associations Summit
In the last few years, event organizers have begun to realize that the surroundings where people meet can shape the results they eventually produce.
It’s a tough balance. That’s why the Engaging Associations Summit reached out to LouLou Lounge Furniture Rental to create a meeting space that demonstrates the value of smart, deliberate décor design…without breaking the bank.
The principle applies to our everyday work surroundings—we know that most people hate cubicle farms and crave natural light, and there’s evidence that comfortable, energy-efficient buildings pay back their extra cost in higher productivity and fewer sick days.
“Comfort plays a key role in productivity,” notes the Institute for Building Efficiency. “The built environment affects comfort through temperature, indoor air quality, lighting, acoustics, physical space, and humidity. A new green building, or an energy efficiency retrofit of an existing building, often improves many occupant comfort factors.”
So why would we expect a different dynamic at a face-to-face meeting, where time is limited and the stakes
are often high? More and more organizers are realizing that décor and furniture, scents and sounds can help create a conducive atmosphere for transformative results.
are often high? More and more organizers are realizing that décor and furniture, scents and sounds can help create a conducive atmosphere for transformative results.
Meetings face an additional challenge, though: with constant, ferocious attention to every expense, décor designers have to deliver solutions that are elegant, inspiring, and affordable.

“We knew this was an important element of our event,” said Meagan Rockett, Greenfield’s Director of Client Services.
“That’s why we were delighted when Carole Saad and LouLou Lounge agreed to join us as a strategic partner. This will be the Canadian Museum of Nature as you’ve never seen it, and we know Carole’s creativity will be one of the key success factors for our event.”
Click here for more information, and register for the 2014 Engaging Associations Summit while space is available!
Photos Courtesy of Carole Saad, LouLou Lounge.
Photos Courtesy of Carole Saad, LouLou Lounge.
Young #Association Professionals – We Want to Engage YOU!
- Advance in their careers;
- Create change within their role and their organization;
- Participate in thought-provoking conversations on strategy;
- Get insights on what Association Leaders look for in younger members of their team;
- Offer their views on the association landscape of today and tomorrow.
Does this sound like you? If so, Travel Alberta has partnered with us to host up to five young professionals at the summit free of charge*! Here’s how it works:
- For the purposes of the program, a young professional is 30 and under, and must be working with an association at the time of entry.
- Submit a short video and tell us your “why”: why are you working in the non-profit sector? What issues are you passionate about? What are your education or advancement goals?
- With your email entry, tell us your full contact name, the association you work with, and the best way to reach you during the day (phone, email and social media accounts).
- Finalists’ videos will be posted online. A panel of Summit partners and participants will be asked to vote and select winning entries.
- Throughout the Summit, young professionals will be asked to share thoughts and feedback on their perspectives about engagement issues in membership-based organizations.
Are you ready to get involved?
Check out our program for more information on the topics and facilitators. The deadline for entries is Friday, June 6th, 2014. Those who have been selected as the 5 winners will be notified by Wednesday, June 18th. Should your entry not be selected we will be happy to extend special pricing to contest participants for the entire duration of the summit.
Act now! We look forward to receiving your entry!
*Summit registration fees only. Transportation and overnight accommodation may be sponsored at the discretion of the organizers if the participant is traveling from more than 50km away.
New Marketing Strategy Builds Deeper Member Engagement
You would almost call it Unmarketing.
Content marketing can actually be a more effective way of building lasting, lucrative, mutually beneficial association relationships. But for account managers accustomed to a traditional, hard-driving sales cycle, the approach can seem awfully gradual and gentle.
For associations, a more audience-centred approach to inbound rather than outbound marketing means listening more and blasting less, building engagement around shared values and interests before focusing on the perks, privileges, and sale items that go along with membership.
When content marketing works - and there’s growing evidence that it does work - your sales team gets to combine its traditional outbound calling schedule with a growing stream of inbound queries.
A Collaborative Way to Sell
And by the time those prospects get in touch, they’ve read your blog, visited your website, and made up their own minds about why they want to talk to you. Which means they’re much closer to paying for a membership, signing up for a training program, or buying a publication than they would have been if you’d called them cold.
It’s a different, more collaborative and respectful way of running an association’s marketing program. And that makes content marketing an important topic to dig into at the Engaging Associations Summit in July.
“Associations are constantly curating, creating, presenting, and disseminating content,” wrote Jenise Fryatt, Content Marketing Specialist at Smarter Shift, in a recent post on the Cvent Event Planning blog. “So content marketing is a natural fit. Whether your objectives are advocacy, member recruitment/retention, event marketing, or creating a content resource, you can use the content you already have to market your association online.”
Demonstrating What We Preach
Beyond practicing what we preach, you can expect to see the Summit demonstrate a marketing approach that is opening up bold new opportunities for the associations that embrace it.
We’re planning a steady stream of timely, compelling online content - before, during, and after the Summit - to help association executives decide whether and why they should be interested in a bold new approach to non-profit management.
Take this blog as an example.
If you’ve read this far, it’s because we’ve captured your interest with useful information about a new set of marketing strategies.
You know we’re running an event, and you can click the link if you want to. (Somewhere, it must be written in stone that we were obliged to repeat the link when we referred to the Summit.)
But if we’d led off by telling you about our fabulous speakers or unique venue, you probably would have tuned out.
If all you get from this post is a useful heads-up on a new way of organizing your marketing and outreach program, we’ll be genuinely satisfied. Before long, you’ll come to think of us as a valuable source of smart content and sharp insights. After a few more weeks, you might realize that it’s time to register for the Summit, before all the available spaces have filled.
And that would be a win for both of us.
Sealing the Deal
There are still times and places when you have to seal the deal. When it’s time to launch an outbound sales campaign, the market insights you gain through content marketing make it easier to target your approach to the different, distinct audience personas among your members and prospects.
And to the extent that the people you approach already see you as a valued resource, you’re likely to get a better response from a series of calls that aren’t quite cold calls after all.
Content marketing responds to many of the cultural and demographic shifts that we’ll be addressing at the Engaging Associations Summit - it’s more nimble, more respectful, and opens the door more effectively to two-way communication. In that sense, it’s a hands-on expression of the cries for change that led us to host the Summit in the first place. Check out the Summit program today to find out what else we have in store.
Content marketing can actually be a more effective way of building lasting, lucrative, mutually beneficial association relationships. But for account managers accustomed to a traditional, hard-driving sales cycle, the approach can seem awfully gradual and gentle.
For associations, a more audience-centred approach to inbound rather than outbound marketing means listening more and blasting less, building engagement around shared values and interests before focusing on the perks, privileges, and sale items that go along with membership.
When content marketing works - and there’s growing evidence that it does work - your sales team gets to combine its traditional outbound calling schedule with a growing stream of inbound queries.
A Collaborative Way to Sell
And by the time those prospects get in touch, they’ve read your blog, visited your website, and made up their own minds about why they want to talk to you. Which means they’re much closer to paying for a membership, signing up for a training program, or buying a publication than they would have been if you’d called them cold.
It’s a different, more collaborative and respectful way of running an association’s marketing program. And that makes content marketing an important topic to dig into at the Engaging Associations Summit in July.
“Associations are constantly curating, creating, presenting, and disseminating content,” wrote Jenise Fryatt, Content Marketing Specialist at Smarter Shift, in a recent post on the Cvent Event Planning blog. “So content marketing is a natural fit. Whether your objectives are advocacy, member recruitment/retention, event marketing, or creating a content resource, you can use the content you already have to market your association online.”
Demonstrating What We Preach
Beyond practicing what we preach, you can expect to see the Summit demonstrate a marketing approach that is opening up bold new opportunities for the associations that embrace it.
We’re planning a steady stream of timely, compelling online content - before, during, and after the Summit - to help association executives decide whether and why they should be interested in a bold new approach to non-profit management.
Take this blog as an example.
If you’ve read this far, it’s because we’ve captured your interest with useful information about a new set of marketing strategies.
You know we’re running an event, and you can click the link if you want to. (Somewhere, it must be written in stone that we were obliged to repeat the link when we referred to the Summit.)
But if we’d led off by telling you about our fabulous speakers or unique venue, you probably would have tuned out.
If all you get from this post is a useful heads-up on a new way of organizing your marketing and outreach program, we’ll be genuinely satisfied. Before long, you’ll come to think of us as a valuable source of smart content and sharp insights. After a few more weeks, you might realize that it’s time to register for the Summit, before all the available spaces have filled.
And that would be a win for both of us.
Sealing the Deal
There are still times and places when you have to seal the deal. When it’s time to launch an outbound sales campaign, the market insights you gain through content marketing make it easier to target your approach to the different, distinct audience personas among your members and prospects.
And to the extent that the people you approach already see you as a valued resource, you’re likely to get a better response from a series of calls that aren’t quite cold calls after all.
The Secret to Member Engagement is…Developing Brand Ambassadors
When the phrase “member engagement” is typed into Google, about 219,000,000 results are returned. Let’s take a moment to let that sink in. Over 200 MILLION results. Among those results reside all types of LinkedIn, Google+, Facebook, and Twitter group discussions, as well as blog posts, webinars and case studies on the subject. Needless to say, we can all agree that member engagement is a hot topic and is crucial to an association’s sustainability and growth.
As an employee/team member of a company who works directly with over 2,000 trade associations every single day, I have seen many ways our successful association partners have worked to actively engage their members. But when it came time for me to write this post on “The Secret of Member Engagement,” I initially drew a blank. After all, what IS the secret to member engagement I really want to convey to my readers? Is there really one secret to success? No, of course there isn’t! But for the sake of my sanity (as well as the sanity of my readers), I’m giving you the one secret to member engagement I think is incredibly important: Developing Brand Ambassadors.
Brand Ambassadors are members who are loyal, true champions of an association’s overall brand and mission. Their main purpose is to embody the values, character and overall image of an organizations brand. They are the members who will attend every conference and networking event possible; and they will go above and beyond to help ensure member retention and growth.
So how do you go about developing brand ambassadors? Here are a couple of steps in doing so:
If you have any other suggestions on increasing member engagement, I would love to see them in the comments below. Happy Engaging!
About the author: Callie Cady works for Dallas-based Multiview, the #1 digital media publisher for trade associations. You can read more of her thoughts at www.blog.multiview.com and on Twitter @CallieCady.
As an employee/team member of a company who works directly with over 2,000 trade associations every single day, I have seen many ways our successful association partners have worked to actively engage their members. But when it came time for me to write this post on “The Secret of Member Engagement,” I initially drew a blank. After all, what IS the secret to member engagement I really want to convey to my readers? Is there really one secret to success? No, of course there isn’t! But for the sake of my sanity (as well as the sanity of my readers), I’m giving you the one secret to member engagement I think is incredibly important: Developing Brand Ambassadors.
Brand Ambassadors are members who are loyal, true champions of an association’s overall brand and mission. Their main purpose is to embody the values, character and overall image of an organizations brand. They are the members who will attend every conference and networking event possible; and they will go above and beyond to help ensure member retention and growth.
So how do you go about developing brand ambassadors? Here are a couple of steps in doing so:
- Choose your ambassadors wisely. When looking to cultivate your association’s brand ambassadors, it’s important to choose the members who will be most effective. A good brand ambassador is one who can actively engage members year-round and really make them feel as though they are an integral part of the organization. They ask key questions, listen and act as mediators between members and the association’s executive board.
- Know your audience. This goes hand-in-hand with the first step mentioned above. Most likely, you have multiple audiences- each one with different communication preferences. If this is the case, you don’t want to develop cookie cutter brand ambassadors. Instead, be sure you are including both men and women from each age group. After all, you want your ambassadors to be people your other members can relate to and feel comfortable approaching.
- Value your ambassador’s thoughts. You chose your brand ambassadors to build trust with your members. Therefore, you need to trust your brand ambassadors. If they come to you with suggestions or concerns, make their ideas a priority. Their input can be invaluable in understanding what your members really want.
- Create a brand ambassador program. Whether you develop online modules and/or host meetings, creating a brand ambassador program will really encourage the members who want to go above and beyond to better your association by showing them you are willing to invest time into them. This will boost their confidence in your brand even more, which will empower them to go out and engage the rest of your members.
If you have any other suggestions on increasing member engagement, I would love to see them in the comments below. Happy Engaging!
About the author: Callie Cady works for Dallas-based Multiview, the #1 digital media publisher for trade associations. You can read more of her thoughts at www.blog.multiview.com and on Twitter @CallieCady.
Is "Engagement" Just Another Buzzword for Your Association?
Our team has been hard at work organizing The Engaging Association Summit, "consuming" any article or research paper about engagement and how to create it in a business and association setting.
But my heart sank when I saw the latest cover of The Meetings Professional, MPI's monthly magazine. When I read the headline, "How molecular gastronomy can breed engagement at your events," I feared that engagement is in danger of becoming just another buzzword.
Let's be clear: I love food, and this is a great article about getting people to interact at events. But does getting people talking about food really constitute engagement?
What is engagement anyway? Google pulls up many definitions of the word including, "a formal agreement to get married" and even "a fight or battle between armed forces". No wonder there's confusion!
The origin of the word that caught my eye. Apparently somewhere in the 17th century the French verb engager (which still means "to pledge" today) was adopted into the English language. The noun engagement began to refer to a "legal or moral obligation." We might be getting closer...
In the workplace engaged employees are thought to be "fully absorbed by and enthusiastic about their work, taking positive action to further the organization's reputation and interests." There's lots of research linking employee engagement and business performance.
But it's often "easier said than done." A few years ago we had a problem with employee engagement in our company. People were at work, but they seemed "checked out" in many ways. I knew there was a problem but things didn't get better until I, as the owner of the company, became more engaged with our employees. I soon realized then that engagement is not something you "fix" and then move onto the next thing. It's something you have to practice every day and that's not easy.
So we're back to engagement as a pledge, a commitment, or a practice. What does this mean in the context of associations? As association leaders, how do we engage staff? What can staff do when their own boards aren't engaged? And how can associations foster engagement with their members, sponsors and exhibitors?
These are some of the issues I hope we can explore together on July 24-25, and through ongoing posts in this blog. Look for the tag "What is engagement?"
P.S. We can't promise you molecular gastronomy, but I promise we'll make sure you get food you can talk and rave about!
But my heart sank when I saw the latest cover of The Meetings Professional, MPI's monthly magazine. When I read the headline, "How molecular gastronomy can breed engagement at your events," I feared that engagement is in danger of becoming just another buzzword.
Let's be clear: I love food, and this is a great article about getting people to interact at events. But does getting people talking about food really constitute engagement?
What is engagement anyway? Google pulls up many definitions of the word including, "a formal agreement to get married" and even "a fight or battle between armed forces". No wonder there's confusion!
The origin of the word that caught my eye. Apparently somewhere in the 17th century the French verb engager (which still means "to pledge" today) was adopted into the English language. The noun engagement began to refer to a "legal or moral obligation." We might be getting closer...
In the workplace engaged employees are thought to be "fully absorbed by and enthusiastic about their work, taking positive action to further the organization's reputation and interests." There's lots of research linking employee engagement and business performance.
But it's often "easier said than done." A few years ago we had a problem with employee engagement in our company. People were at work, but they seemed "checked out" in many ways. I knew there was a problem but things didn't get better until I, as the owner of the company, became more engaged with our employees. I soon realized then that engagement is not something you "fix" and then move onto the next thing. It's something you have to practice every day and that's not easy.
So we're back to engagement as a pledge, a commitment, or a practice. What does this mean in the context of associations? As association leaders, how do we engage staff? What can staff do when their own boards aren't engaged? And how can associations foster engagement with their members, sponsors and exhibitors?
These are some of the issues I hope we can explore together on July 24-25, and through ongoing posts in this blog. Look for the tag "What is engagement?"
P.S. We can't promise you molecular gastronomy, but I promise we'll make sure you get food you can talk and rave about!
Engaging the Passive Learner
Why is engaging the passive learner important? Just as learning can be contagious, one passive learner can spread their apathetical outlook on to peers, colleagues, and friends. Your organization may have thousands of members, or maybe only a few hundred, regardless you cannot hunt down every single member that is not actively participating in your online education programs.
What you can do is create an engaging environment where members will want to return, time and time again, for continuing education and professional development.
Here are some ways to foster engagement in your online learning:
Create a learning community. As an association, you already know a thing or two about what it means to be a community. Bring some of the elements that encourage networking in your association into your online education. Integrate discussion boards and social media into your learning management system (LMS) or course assignments to help create a social atmosphere, and a place where members want to visit and participate in the discussions.
Stand-up learners should standout. Be sure to recognize and reward those members that regularly participate in your learning community and demonstrate the types of behaviors you want others to mimic. One way to recognize top contributors is to create a weekly spotlight for the member that logged in the most or contributed valuable information. Recognition and rewards brings me to my next tip, competition.
Create friendly competition. Personally, I strive on competition and rewards, and if there is a contest, I am usually the first in line. At the same time, I also catch myself slacking off or putting off an assignment from time to time. That’s right folks, the “competitive lazy member” does exist and there are probably several in your association. Here is a tip for enticing those learners who may need an extra push – create a contest which rewards the member with the highest “pulse” score or the member who recruits the most friends to join the learning community. Gamification has been proven to increase engagement and loyalty for business and programs of all types, gamify your eLearning and watch as members compete to earn their place on your “Leaderboard.”
Be supportive and responsive. Make a conscious effort to open yourself up for members to voice their questions or concerns. I know what you are thinking, “I do not have the time to take that many phone calls.” Instead, utilize the messaging center in your LMS or association management system (AMS). Usually a short and sweet response will satisfy the member, and it demonstrates that your association cares about its members. Just be sure you are consistent and quick to respond. This will give learners the reassurance that they are not in it alone and create a deeper attachment with your association and its online learning programs.
Provide self-paced learning opportunities. The most important thing you can do for a member is let them learn at their own pace. Everyone learns differently, and while this can be hard to manage, it can mean a world of difference for the success of your online learning program. Something as simple as turning a live webinar into a recorded webinar allows busy learners to pause and come back to the information as they wish. This can be especially important for the learners that need extra time to absorb dense content or who like reviewing materials at a later date.
For even more tips on how to increase awareness of your association’s education products, check out “Five Ways to Market Your eLearning on a Budget”, just one of the many helpful posts in Digitec’s Association eLearning Blog.
This post was provided by Sarah Lugo, the Digital Marketing Coordinator for Digitec Interactive. She comes from the nonprofit sector and has worked in communications for several associations in the past. Sarah loves working with eLearning since it allows her to express her passion for technology and enjoys of learning.
What you can do is create an engaging environment where members will want to return, time and time again, for continuing education and professional development.
Here are some ways to foster engagement in your online learning:
Create a learning community. As an association, you already know a thing or two about what it means to be a community. Bring some of the elements that encourage networking in your association into your online education. Integrate discussion boards and social media into your learning management system (LMS) or course assignments to help create a social atmosphere, and a place where members want to visit and participate in the discussions.
Stand-up learners should standout. Be sure to recognize and reward those members that regularly participate in your learning community and demonstrate the types of behaviors you want others to mimic. One way to recognize top contributors is to create a weekly spotlight for the member that logged in the most or contributed valuable information. Recognition and rewards brings me to my next tip, competition.
Create friendly competition. Personally, I strive on competition and rewards, and if there is a contest, I am usually the first in line. At the same time, I also catch myself slacking off or putting off an assignment from time to time. That’s right folks, the “competitive lazy member” does exist and there are probably several in your association. Here is a tip for enticing those learners who may need an extra push – create a contest which rewards the member with the highest “pulse” score or the member who recruits the most friends to join the learning community. Gamification has been proven to increase engagement and loyalty for business and programs of all types, gamify your eLearning and watch as members compete to earn their place on your “Leaderboard.”
Be supportive and responsive. Make a conscious effort to open yourself up for members to voice their questions or concerns. I know what you are thinking, “I do not have the time to take that many phone calls.” Instead, utilize the messaging center in your LMS or association management system (AMS). Usually a short and sweet response will satisfy the member, and it demonstrates that your association cares about its members. Just be sure you are consistent and quick to respond. This will give learners the reassurance that they are not in it alone and create a deeper attachment with your association and its online learning programs.
Provide self-paced learning opportunities. The most important thing you can do for a member is let them learn at their own pace. Everyone learns differently, and while this can be hard to manage, it can mean a world of difference for the success of your online learning program. Something as simple as turning a live webinar into a recorded webinar allows busy learners to pause and come back to the information as they wish. This can be especially important for the learners that need extra time to absorb dense content or who like reviewing materials at a later date.
For even more tips on how to increase awareness of your association’s education products, check out “Five Ways to Market Your eLearning on a Budget”, just one of the many helpful posts in Digitec’s Association eLearning Blog.
This post was provided by Sarah Lugo, the Digital Marketing Coordinator for Digitec Interactive. She comes from the nonprofit sector and has worked in communications for several associations in the past. Sarah loves working with eLearning since it allows her to express her passion for technology and enjoys of learning.
Image provided by cuteimage / Freedigitalphotos.net
Making All Members Feel Welcome
Lori Halley provided this guest post. She is the Blog Writer (Engaging Apricot) at Wild Apricot, cloud software for small associations, non-profits and clubs. With a background in associations and non-profits, Lori tries to offer tips and information to help the staff and volunteers of small organizations with day-to-day challenges. We thought this was an interesting perspective on multi-chapter associations and their communications.
Do you remember the first conference you attended? What about your first association networking event? Did you feel welcomed or feel more like a wallflower waiting for a dance invitation?
A recent AssociationsNow post - Perfecting the First-Time Attendee Experience - brought back some distant memories of my very first association conference. As a junior association staffer, I was so excited to fly half-way across the country to attend my first industry conference. But once I arrived, I felt so lost and alone since I didn’t know anyone there. Try as I might, I felt like a new kid at high school where the cliques were very tight and unwelcoming.
In her post, Samantha Whitehorne reminds us that “conference newbies can be just as anxious to attend your meeting as they are excited, especially if they don’t know anyone.” And she asks: “how can you turn a first-time attendee into a meeting veteran?” In response, Whitehorne offers links to some great examples of unique ways organizations are welcoming newbies and helping them navigate meetings, including:
Make meetings "network-friendly"
We also offered up some tips for Creating Network-friendly Membership Events a while back, including ideas to help spark connections and ways to stimulate an "atmosphere of connectedness" at membership events. Some ideas that might help all of your members, especially newcomers, feel more welcome and take advantage of networking opportunities include:
Don’t forget to welcome new volunteers too
While it’s important to make new members and event attendees feel welcome, don’t forget your new volunteers - especially those who are helping out for the first time at your conference or annual meeting. They should be welcomed, introduced to your entire staff and volunteer team as well as receiving an orientation to the venue and the event. After all, your event staff and volunteers are your goodwill ambassadors, so you want them to feel comfortable and connected so they can model inclusive behavior.
How you can make new members or attendees feel welcome? Offer up your suggestions in our comments below.
Image courtesy of Lavoview / FreeDigitalPhotos.net
Do you remember the first conference you attended? What about your first association networking event? Did you feel welcomed or feel more like a wallflower waiting for a dance invitation?
A recent AssociationsNow post - Perfecting the First-Time Attendee Experience - brought back some distant memories of my very first association conference. As a junior association staffer, I was so excited to fly half-way across the country to attend my first industry conference. But once I arrived, I felt so lost and alone since I didn’t know anyone there. Try as I might, I felt like a new kid at high school where the cliques were very tight and unwelcoming.
In her post, Samantha Whitehorne reminds us that “conference newbies can be just as anxious to attend your meeting as they are excited, especially if they don’t know anyone.” And she asks: “how can you turn a first-time attendee into a meeting veteran?” In response, Whitehorne offers links to some great examples of unique ways organizations are welcoming newbies and helping them navigate meetings, including:
- online guides:
- the American Homewbrewers Association offers a First Time Attendee Guide
- the Society of American Archivists also offered a guide for New Members, First-Timers and Students
- “first-timer orientation forums”
- “network cafes”
- orientation luncheons - such as the one the Global Business Travel Association offers specifically for first-timers.
Make meetings "network-friendly"
We also offered up some tips for Creating Network-friendly Membership Events a while back, including ideas to help spark connections and ways to stimulate an "atmosphere of connectedness" at membership events. Some ideas that might help all of your members, especially newcomers, feel more welcome and take advantage of networking opportunities include:
- Plan Pre-Event Preparation: Put articles and tip sheets on “networking know-how” in your magazine, newsletter, and convention packets.
- Put Networking Know-How in the Spotlight: Give attendees at your events the rules and tools for making networking an art, not an accident. Schedule a keynote or opening session that shows attendees how to make the most of the meeting.
- Make Nametags Novel: Print the first name as LARGE as you possibly can. As a conversation starter, add a colored ribbon or sticker to designate “first timer” or “award winner.”
- Maximize the Mix & Mingle: Include some short, structured one-on-one or small group activities to encourage mixing and meeting. Choose an upbeat, energetic, well-known person to lead the session.
Don’t forget to welcome new volunteers too
While it’s important to make new members and event attendees feel welcome, don’t forget your new volunteers - especially those who are helping out for the first time at your conference or annual meeting. They should be welcomed, introduced to your entire staff and volunteer team as well as receiving an orientation to the venue and the event. After all, your event staff and volunteers are your goodwill ambassadors, so you want them to feel comfortable and connected so they can model inclusive behavior.
How you can make new members or attendees feel welcome? Offer up your suggestions in our comments below.
Image courtesy of Lavoview / FreeDigitalPhotos.net
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