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Showing posts with label membership engagement. Show all posts
Showing posts with label membership engagement. Show all posts

We did not mean to stop engaging......

Image courtesy of Stuart Miles at FreeDigitalPhotos.net
For those who are loyal followers, or occasional readers of The Membership Engagement Blog, I AM SORRY.

I have not posted a blog in three months.  It almost seems like after the Engaging Associations Forum, we simply disappeared.  We didn't.  We were just working on our move.

A lot has changed with Greenfield Services since the end of July 2015.  We went completely virtual, because we realized that we did not need 3,000 square feet of office space.

After the Engaging Associations Forum, we remembered that having fun and making a difference is really what we want to be doing.  But after looking at our website, we realized that our website did not appropriately reflect who we are.  We changed that.

Oh, and we took some vacation too!

As a result, I am pleased to announce that WE ARE BACK, but not here - the blog has moved and will be hosted on our newly re-designed website, and this post will be the last one hosted here.

Moving forward, we hope that you will update your feeds to include the new blog location (http://www.greenfield-services.ca/blog/), where we will continue to stir the pot, offer tips and best practices, and other pieces as it relates to:

  • Association Management
  • Membership Marketing
  • Membership Engagement
  • Event Marketing 
  • Engaging Meeting Design
  • Sponsorship and Exhibit Sales
...and I hope it will continue to engage, spark new ideas, and ultimately, create change.

So, thank you, and we look forward to continuing the conversation!


Meagan Rockett
Association Ambassador

5 Ways to Engage Members

Many association executives pose the question “How do I engage my members in a meaningful way?”  The following are five ways that are relatively inexpensive and not overly time-consuming to start implementing now:

  • Maintain a blog:  Every association should have a blog that addresses key issues, provides opinions, and offers expert advice for their industry.  Your communications department likely works diligently to put together a newsletter monthly that is distributed to your membership.  But only those on the distribution list have the opportunity to read it, and the majority is likely not reading every installment.  What if you took your content created for the newsletter and re-purposed it for your blog?
  • Show off the stars:  Start a member of the month (or, week) program.  Advise your community about what they have done to earn the spot (through their volunteerism or research for the industry for example).  Have a spot on your website home page that showcases the member; and link it back to your blog for a full article.  Get your members involved once the program is up and running by starting an nomination process.
  • Educate them:  On their time.  In many cases, the professional development programming is solely focused around a big conference.  Keeping programming for your conference is OK, but many of your members will not be able to attend.  Having regular webinars to help increase the chances of your members gaining their required credits, or just news regarding your industry, is a great way to keep them informed.

    It can also be a new potential source of revenue for the organization – making them available on demand for purchase by your community can drive revenue to your organizations bottom line.
  • Push the envelope:  After inviting your community to join you online in either a public social media platform or private online community, start posting questions to get people talking.  It is a great way to get your network talking to each other, sharing ideas, opinions and articles of relevance.
  • Use video:  Everyone likes watching videos, and you could incorporate this into your engagement strategy for many aspects within your organization.  Your conference delegates, exhibitors and sponsors could be on video talking about your events and why they are a wonderful way to network and educate, your Executive Director could have a monthly vlog that is only available in the members-only section of your website (or, on a private online community).  
Need help with your engagement program?  From consulting on strategy, devising a plan to implementation, we can help!  For more information please contact Meagan Rockett, Director of Client Solutions at 613-288-4517, or meagan@greenfield-services.ca.

5 Tips for Better Membership Retention

Professional and Trade Associations across all industries are showing growing concerns over member
retention rates. Our clients are reporting that they are seeing rapidly declining memberships, while
others are seeing a slow decline, and want to combat it while they can. The following are some
retention tips to help you get started:

  1. Gather their communication preferences, and use them! It's important to ask member HOW they prefer to be communicated with. Get a sense of how they consume information and where they spend their time. Whether it is by email, on Twitter, Facebook, LinkedIn or another social media network, or through other means, doing this enables you to gain valuable intelligence on what systems you need to have in place to engage your members. It is also just as important to use them; play in their sandbox, don't ask them to play in yours.
  2. Mix Media. When gathering communication preferences, it is imperative to ask for all possible formats, not just the ones you have in place now. That way, you are able to devise a communications strategy that makes sense. Some messages can be sent by email, some by text, some a simple reminder on social media platforms. Mixing media will increase your chances of your message being read, and not discarded.
  3. Start Early. In our 2014 Pulse Report, we found that over 50% of organizations are depending on a 60-day renewal marketing period to retain their membership base, with over 40% relying on only up to three touchpoints. Sales and marketing research shows that it can take up to 11 "touches" to cut through the clutter, and most people give up well before that! This is why we always encourage Professional and Trade Associations to communicate membership value throughout the year – and not just before renewal time!
  4. Don't Be Afraid to Pick Up the Phone! Greenfield’s Pulse Report also shows that less than 25% of organizations are picking up the phone during a retention campaign to have a conversation with members. While making calls can be time consuming, it can also produce the best results. Having a conversation with your members (at any time) builds the relationship they were hoping for when they joined. You will gain valuable insights on how they feel about the direction of the association, in addition to their intentions of renewing.
  5. Everyone matters. There are various opinions out there about who to focus the majority of your efforts on. Some believe that focusing on first-year members is the best place to spend your marketing dollars. While it may be true that first-year members are more likely to drop off if they are not satisfied with your operations, it is just as important to focus on longer-term members. They have seen your ups and downs, are likely at different career stages, and are more likely to have in-depth opinions on how you can better serve all members, instead of just the newbies.
What are some of the other best practices you have come across?

Image courtesy of Stuart Miles at FreeDigitalPhotos.net

Customer Service Tips for Associations

A Customer Service Driven Organization: Building a customer (or, member) service driven organization has many components that rely on one another.  It is critical that the organization truly embraces efforts from the most senior staff to the receptionist.  The organization will need to challenge all staff to go above and beyond any past service levels that may have been experienced.

With this, the expectation cannot be to have this change overnight, or to come naturally to all. But ultimately, there should be a deep and ongoing sense of satisfaction once programs are in place that you have development an ongoing customer (member) relationship.

Association Concerns:  Association executives are well aware of the emerging need for member-driven management and customized service. From the 2014 Pulse Report, it was reported that almost half expressed strong concern about their organizations’ inability to properly track or measure member engagement.

Start by developing a customer service mission statement.  The association (and, subsequently, the staff) should clearly convey the organization’s specific objectives as they relate to customer service.  This goes beyond the mission & vision:  It should directly relate to a “promise” you make to your members, stakeholders and community at large.  It should be dedicated to building an organizational perspective of what “WOWing” the customer is truly about.  It should also be communicated with both customers and employees on a regular basis.

Personal touch IS important!  For the last three years of research, email was still the most popular communication method, used by 77.7% of organizations. Phone support & contact is gaining traction again after several years of going by the wayside, and it is important to recognize that your current (or, perhaps your future) team is not prepared for the personal touch.  It is more important now than ever to have policies and procedures in place that affect the customer service approach, and that training around these procedures are given the appropriate time and importance.

Do you know what your membership lifecycle looks like?  A functional walk-through is a step-by-step view of the lifecycle of a customer/member as it relates to doing business with your organization.  This includes the entire process from the initial website review, to the first time they showed up to an event as a non-member, to the day that they joined, to becoming a life-time member.  The key is to identify stages in which specific people or departments engage and/or interact with the customer.  This helps organizations identify key points where they can create worthwhile methods of interaction.  TOO FEW organizations will ever take the time to look at the customer in such a manner/

Association executives’ assessment of their most serious engagement challenges suggested that they’re well aware of the emerging need for member-driven management and customized service. Consistent with the 2012 and 2013 results, the 2014 respondents expressed strong concern about difficulties meeting members’ specific needs and a lack of member-driven research. And a new issue—the inability to properly track or measure member engagement—was the most serious of all, with 43.5% of Pulse Report participants identifying it as a top concern.  Ensure your system can track conversations, so that the next staff member (or, future staff member) is aware of the members activity and engagement.  In addition, your policies and procedures should account for expectations of notes to file.

Engage:  Have your team set goals – maybe start with something like “learn three new things about members this week”.  Engagement represents going above and beyond any effort that has been made up to this point.

What else could you be doing?

Image courtesy of Stuart Miles at FreeDigitalPhotos.net

#Association Trends, Improvements & Concerns

This article was originally featured in the CSAE Trillium Chapter newsletter.

In July 2014, Greenfield Services released its most recent instalment of the Pulse Report, a research report dedicated to identifying trends in membership marketing & engagement practices in Canada.

This year, 178 association managers, leaders and executives across the country participated in our third annual review of Canada’s association sector.

The report produced several results, of which the following is a quick snapshot of what Canadian associations identified as trends, improvements and concerns:

Trends:

  • Membership growth, higher visibility in the association’s industry or field, and increased member participation remained consistent as top three priorities in 2013 & 2014.

    Membership growth has consistently remained over 60% when asking for the top three priorities (62.4% in 2013; 61.2% in 2014); while higher visibility in industry or field pushed over 50% in 2014; and increased member participation remained relatively consistent (48.6% in 2013; 47.8% in 2014).
  • For the third consecutive year, Pulse Report participants identified traditional, outbound functions like public awareness, event promotion to members, and member news dissemination as their organizations’ top uses of social media.  Their survey responses suggested their organizations are still making only limited use of social media tools that could help them transform their programs and deepen their member relationships.

    The proportion of survey respondents with active social media programs actually declined between 2013 and 2014, from 88% to 82.8%.  There was a corresponding increase in organizations that expected to delay the introduction of social media programs, from 4.8% to 10.5%.  The results also show that Facebook and Twitter are the most commonly-used social media platforms, followed at some distance by LinkedIn groups.

Improvements:

  • Event attendance has grown steadily as an association priority over the three years of Pulse Report research.  This statistic has risen from 36.7% in 2012, to 39.9% in 2013, to 43.8% in 2014.  
  • Associations are consistently devoting more attention to renewing members they’ve already identified and acquired.

    That level of attention may be paying off.  Associations’ retention rates among first-time members showed steady improvement between 2013 and 2014, with small increases of participants who reported rates above 70%.  The results for lifetime retention rates showed a significant jump as well.

Concerns:

  • No more than 56% of associations have marketing plans in place to reach potential new members and offset the impending surge of lapsed members, as the workforce retires.

    This stat shows that we are OK with working on keeping who we have, but are not focusing on gaining new members.  Among those who had something to say about new member recruitment, more than three-quarters (76.8%) said that new members were likely to hear about their organizations through word of mouth.  This is good – but not good enough to keep your association viable.
  • Associations are scrambling to recruit and serve new generations of members, and to find the areas of interest where they can engage more effectively.

The data indicates that organizations were considerably less likely in 2014 than they were in 2013 to consider new membership models, and are still looking to find the right mix of programs and services to satisfy existing and future members.

What has changed in 2015?  Are you implementing a new strategic plan, or about to launch a new initiative to satisfy members?  Will you look at your recruitment & retention plans to determine if there are any gaps, and if there are, what will you fill them with?

To download the Pulse Report, please click here.

10 Tips for Creating a Rock Star Social Media Plan

Social media can be a daunting process, especially if you do not know where to start. But for your conference or event, it can be an extremely powerful tool to maximize engagement from your attendees before, during and after the event. Here are a few tips to get you started:

Appoint a Leader – Every successful plan needs someone to spearhead the program. Do not
just assign the task – find the right person. Plan on conducting an “interview” with the person
you have in mind. They must have knowledge on how the social media sites work (or at least
be capable of ramping up quickly).

Find an expert to help you – When you are looking to get things started, finding the right
person (or company) can really help when it comes to developing the right profile, planning
which messages should be delivered on what sites, etc. Determine what messages you want
delivered to the general public (including your membership) – which could be delivered through
various channels (such as Facebook or Twitter), and which messages are for members-only
(where create a “Members Only” group on LinkedIn, for example), and plan your marketing
accordingly.

Be timely – the purpose of social media is to disseminate information as it is released. If you
are going to post something, make sure it is relevant to what is happening now.

Use your Influence – as an association, you should be considered a leader in your respective
industry. Aim to be the “one-stop shop” for information and position your presence that way on
social media sites.

Keep Working It – this is a task that cannot be managed properly for about 10 minutes a day.
Ideally a few hours a day should be dedicated to maintaining your presence on social media
sites, so as not to be lost in the shuffle.

Need more?  Click here to download the full document.

#Association Social Media Tips

Need some tips to assist your team to raise your social media presence?

Twitter Tips:

  • Tweet as your group or brand. And the tone of your tweets should showcase your brand personality – i.e. avoid using “I” or “Me”; instead, use plural verbiage such as “Our” or “We”.
  • Using graphics for your profile image and background? Customize it. Keep it close to your brand (such as, if your association represents doctors, try finding stock images of a doctor treating a patient, or of a stethoscope, etc).
  • Get out there. Ask a question, start a discussion using an already established hashtag (or, create one of your own), make a Twitter-only special offer. The point is to get involved.

LinkedIn Tips: Have you created a Company Page yet? If not, start one and use it!

  • Be sure to populate with your logo, locations, products, services etc. in the various areas that are applicable to you.
  • Update your status regularly. Update your followers with news, info on new products to benefit your members, new services or certifications offered, welcoming new members, reminding members of renewal timeframes, job openings, conference info, etc.

Facebook Tips:

  • When is the best time to post? You will likely receive the most engagement from your Facebook posts between the hours of 8:00 PM and 7:00 AM (when people are not at work or in workmode). Try scheduling most of your posts during that timeframe to determine if it is the right timeframe for you.
  • When are the best days to post? It can be different for every organization. However, I have found that engagement is highest on Wednesdays and Sundays.

Want more?  Click here to download the full tips sheet.

Effective Membership Surveys for Every #Association

Member feedback is important, and every organization should find innovative ways to obtain it.
One of the simplest (and most used) formats is conducting a member survey. Here are a few tips to creating an effective survey for your membership:

Be clear about your purpose:

  • Start the process by clearly defining what you want to achieve and what you are trying to learn. If you cannot define the objective, your members will not understand its purpose.
  • Be as specific as possible. If you are looking for feedback regarding a specific program, or product offering, do not ask questions that relate to anything else.
  • Determine how this will affect your organization. Start at the end – when you have the results, what will this change within your organization?
  • Consult the right people. If you are in Marketing and Communications, and the results of the survey affects what your Conference Department is doing, ensure that they have a say in what questions should be asked.

Give members a reason to respond:

  • As much as possible, personalize your survey invitations. Marketing automation solutions allow you to customize a message, including the member’s name, company name, customized survey links, and any other information that you have on file. Include it; they will feel you are writing directly to them.
  • Include the reason(s) why you are asking for participation. What will the responses change within your organization? What has made you feel that this survey is warranted?
  • If you can, offer them an incentive to respond. Surveys deployed with an incentive tend to be more successful than others. It can be small, like sending a five dollar gift card for Starbucks to respondents, or offering a small discount on a product of interest to your industry, like benchmarking studies, whitepapers, etc.

Test, Test, Test:

  • Never deploy a survey without testing.Send a test to yourself to ensure that it represents your organizations brand, from a visual and messaging standpoint. Also, take the survey yourself to ensure that any answers that are considered “required” are programmed as such. This will also allow you to determine that any skip logic programmed functions properly.
  • Send a test to other staff members internally. They will likely find things overlooked, and you can tweak the questions and skip logic based on their feedback. It may also bring to light a question that needs to be added.
  • Consider testing the survey with select members with whom you have a good rapport, such as volunteers on a Communications Committee. Members will usually look at things differently than staff. The more you test, the more likely you are to avoid mishaps.
Need more tips?  Click here to download the entire list!

Image courtesy of Stuart Miles at FreeDigitalPhotos.net

Save the Date! #Engageassn is coming back...

On the heels of a successful Engaging Associations in July 2014, we are pleased to announce that the Engaging Associations Forum will return for a second year - so mark your calendars to attend July 23-24, 2015.

What's new this year?

  • In 2015, we will continue to focus on how to create an engaging association, with a heavy focus on topics to create the association, membership models, and strategies for the future.
  • We will have a great line-up of speakers, who are ready to help you create change.
  • The sessions will be MORE interactive than in 2014, and we want you to be a part of it!
Stay tuned here on the blog for updates on sessions and locations, or check out our website. The dates are set; it will be in Ottawa, ON, and the location will be announced soon!

For more information on the 2014 event, please click here to access our e-book, and update your preferences to stay in the loop about the event!

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):

  1. 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!
  2. 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.
  3. 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).
  4. Why You Need to Tell Your Association Members`Stories Before Your OwnGuilty 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.
  5. 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!
  6. 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.
  7. 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.
  8. 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.
  9. 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.'
  10. 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?

A-HA! #Engageassn E-Book is Here!

We are pleased to officially launch our first e-book, and for something that we are extremely proud of.  The Engaging Associations Summit was an event co-created by Greenfield Services Inc., and a select group of partners.

A Moment of Possibilities for Canadian Associations

Ideas and possibilities were flying through the air when participants gathered at Ottawa’s Canadian Museum of Nature last July for the 2014 Engaging Associations Summit.

Small wonder. The Summit program was co-created with association executives and other potential participants. The program was set up to ask provocative questions, foster deep thinking, and set the stage for constant participant interaction.

Participants responded with more than 100 handwritten “ah-ha” cards that captured the blazing new insights that came to them during two days of intensive discussion, networking, and learning.

Our e-book covers topics addressed in July 2014:

  • What are associations for?
  • How do associations improve?
  • Association strategies that work
  • The next evolution of association conferences
  • The changing face of content

Click here to download your copy.

This e-book consolidates and honours the sparks of hope, inspiration, and determination that participants came up with during the 2014 Engaging Associations Summit. Like the association discussion itself, it’s a work in progress. Visit the www.engagingassociations.ca to keep up with the 2015 event. You can also join the discussion on LinkedIn to comment on participants’ ideas, share your own, and help us reshape Canadian associations.

A special thanks go to both Mitchell Beer of Smarter Shift & Rachel Stephan of sensov/ event marketing for your continued partnership & support!


Anti-Spam Legislation Delivers Wake-Up Call to Canadian Associations

New spam prevention laws in Canada were the jumping-off point for a fast-paced conversation about marketing, engagement, and respecting your audience during the 2014 Engaging Associations Summit in late July.

Greenfield Services Chief Strategist Doreen Ashton Wagner opened the session with some startling statistics. She said some associations reported losing up to 80% of their external prospect lists after Canada’s Anti-Spam Legislation (CASL) took effect July 1, for the simplest of reasons: lists age very quickly, and when the organizations asked their less frequent contacts’ permission to continue soliciting them by email, the contacts declined.

Thanks to CASL, it was easy enough for the recipients to make a dent in their incoming email volume. All they had to do was not answer the flurry of requests they were receiving from multiple senders in the second half of June. As long as they did nothing, the senders were obliged to remove them from their lists.

Good News or Bad?

The question for Summit participants was whether the sudden loss of email volume was good news or bad. Panelists Rachel Stephan, Principal of sensov/ event marketing, and Mitchell Beer, President of Smarter Shift, agreed the user response to CASL was an important wake-up call.

Stephan said it’s scary for organizations to suddenly see their email lists thinned out by hundreds or thousands of recipients. But if 80% of a list of sponsors, advertisers, and exhibitors was mostly a mirage, it’s better to aim for a higher percentage return from a smaller, more engaged audience. Beer took the point of view of the audience for marketing emails, asking whether anyone in the room was receiving too few incoming messages. (Shocking spoiler alert: No one raised their hand.)

By relying more on inbound, “pull” marketing, rather than traditional outbound techniques, the panelists said associations can use proactive acquisition campaigns and online networks to develop deeper, more positive relationships with members, sponsors conference participants, and other stakeholders.

New Ways to Communicate

Discussion during the session focused on content marketing techniques that emphasize conversation, peer learning, and community, rather than pushing for a quick sale to place an expo booth, an ad, or a conference registration. The most successful online communicators:

  • Develop detailed audience personas that reflect a deep understanding of the groups they’re trying to reach
  • Listen closely to each audience, to understand what information they need and what they’re trying to achieve
  • Deliver targeted, original content that reflect their audiences’ interests 
  • Give back to the community, by fostering genuine conversations and online engagement.

Participants heard that CASL has forced associations to personalize their marketing and pay closer attention to their audiences’ preferences. Stephan quoted Experian Marketing Services’ recent finding that customers would no longer buy from an organization that failed to take account of their preferences and purchasing history.”

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

Associations can strengthen their conferences and protect the revenue they generate by anticipating the “shatterpoints” that could eat into audience loyalty and send the event into a tailspin, consultant Jeff Hurt told participants at the 2014 Engaging Associations Summit.

“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.
Looking to the Future

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.

A Time to Decide: The 2014 Pulse Report Now Available

After years of resilience and creativity in the face of declining resources, shifting demographics, and changes in member expectations, the 2014 Pulse Report suggests that many Canadian-based associations have gone into a holding pattern in response to the transformative shifts in their immediate future.

The 2014 version of the report is our third annual review of the association sector in Canada, and found that relatively few organizations are pro-actively addressing the key strategic and operational issues that will determine their future strength.

The research was conducted from April through mid-June 2014, and received 178 responses from Canadian-based associations.  We reached out to approximately 1,500 organizations, through our own association client list, and through our partnership with Advanced Solutions International, extensive exposure on social media (including Twitter and LinkedIn Group posts).

Some of the key findings derived from this research are:

  • Membership growth, higher visibility in the association's industry or field, and increased member participation remain the top three priorities this year;
  • Non-dues revenue, insufficient staffing, and lack of funding to support association initiatives were the most serious concerns among respondents.  The overall level of anxiety over these challenges may have been abated somewhat between 2013 & 2014;
  • Alarmingly, no more than 56% of associations have marketing plans in place to reach potential new members and offset steady attrition of existing members;
  • Association executives are well aware of the emerging need for member-driven management and customized service.  Almost half expressed strong concern about their organizations' inability to properly track or measure member engagement.

We recently published the report, and released it at our 2014 Engaging Associations Summit to participants. The study is now available online.  Download your copy today.

#Engageassn – A Successful Summit

Last week, Greenfield Services, along with its partners, held its first annual Engaging Associations Summit, at the Canadian Museum of Nature in Ottawa, ON.  We welcomed 74 people to the event: 52 executives, and 22 partners and speakers.

The launch of the Engaging Associations Summit represented a significant shift for our company.  The decision to create this event for the association industry helps us have a deeper understanding of challenges, best practices and successes of our clients, prospects and the industry in general”, says Doreen Ashton Wagner, Greenfield’s Chief Strategist.

While the decision to create this event was ours, we certainly did not do it alone.  It truly was co-created; from our focus groups last Fall, to our amazing partners this year.  And I was truly speechless when people started to arrive – it was wonderful to see the buzz the Summit created before, during, and after the event!” adds Meagan Rockett, Director of Client Solutions.

Our commitment to the industry and the Summit’s participants won’t stop there – stay tuned for event re-caps in blogs, a case study of the event,  and a live debriefing of the event at the PCMA Canada East Canadian Innovation Conference in November.

And, of course, we have announced tentative dates for 2015, so block Thursday and Friday, July 23-24 on your calendars!

We look forward to watching the ideas and best practices exchanged at the Summit grow, and keep the momentum of engagement going!

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 workyour 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.

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:

  1. 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. 
  2. 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. 
  3. 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.
  4. 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.

The Two Secrets of Member Engagement From An Engaged Member

“You can learn to be a great public speaker!” That’s all I needed to see to know that I had to find out more. Throughout my career I have done a fair amount of public speaking usually to teams of about 15 people and a few times at company-wide events with an audience in the hundreds. I mastered the basics: organization, preparation and effective slides.  The piece that was missing for me, the skill that I needed to learn to be a truly effective speaker, was to learn how to be not so boring. Boring? Yep! The speaking I had done was boring. The topics and the material were informational but not all that interesting.

I’m putting boring behind me. I know that I have an important story to tell and to do that I need be a better storyteller. I have found a place to learn and practice my public speaking skills in my local Toastmasters club. I’ve been a member for one year and I believe I will still be a member ten years from now. I’m engaged and this is why…

The secret to member engagement is… connecting in those first critical interactions.

Our Toastmasters group encourages anyone to attend a meeting or two for free to see what it is all about. I didn’t need the second meeting because I was hooked at the first.
  • I was welcomed – As I walked through the door a couple of members welcomed me and introduced themselves.  A few talked to me longer to find out what my goals were and told me how Toastmasters helped them. My impression from the start was the group exuded a warm, friendly, collegial feeling. How about appointing a welcoming committee to every event in-person and online. Are you wondering how to do this online? See how @kikilitalien does it at the #AssnChat on Twitter Tuesdays at 2PM.
  • I could see the way to solve my problem – During my first visit I saw speakers addressing the same issues I wanted to solve. I watched members practicing, trying, failing and succeeding. I noticed that the members were at all levels of expertise. I heard speakers getting encouragement and feedback so they knew precisely how to improve. I could feel the supportive environment. Know what your new member’s biggest problem to solve is and simply communicate to them, even demonstrate to them, how you solve their problem. 
Toastmasters connected with me and I connected with Toastmasters. How can you foster a connection like this with prospective members? What ways can you make them feel welcome? How can you tell them the story they need to hear about how you can help them solve their problem?

The secret to member engagement is… making it easy to engage.
  • There is a clear path to follow – New members get a guidebook that outlines the goals and requirements of their first 10 speeches. While the topic selection is all mine I have a structure that allows me to play with the different elements of public speaking – organization, body language, strong openings, etc. Reaching the achievable but substantial goal of completing my first 10 speeches keeps me moving forward. Give your members a path to follow through your benefits based on their current need. For example, new-to-the-profession? Here are the top 5 association resources that members like you get the most value from. 
  • I see benefits beyond those that I came for – When I joined I was singularly focused on improving my public speaking. At one meeting another member told us that she noticed that not only has her public speaking improved but her communication skills in one-on-one conversations became better as well. Recently I started noticing the same. I’m getting more value from Toastmasters than I originally thought.  As new members try the more basic benefits introduce them to a few more benefits that will solve their newest problems. 
Once members join give them a clear path to follow. They will avoid engaging if they are presented with all 25 of your member benefits. They only want to know about those few benefits that will help them solve their most pressing problem. As your member samples the basics slowly introduce them to another benefit that helps them solve their newest problem.

What are the two secrets to member engagement? First understand your potential member’s problem and then deliver a series of first impressions that establish a connection with them. Second keep helping your members solve their newest problem.

Amanda Kaiser helps associations understand their member’s most critical problems. You can find Amanda writing on her blog www.SmoothThePath.net on association marketing, innovation and engagement and on Twitter @SmoothThePath.

The Secret to Member Engagement Is…Acting!

Member Engagement is SUCH a hot topic – we all want it, know that the association needs it to survive, but don’t know what to do about it.

XYZ University has defined Member Engagement as “the emotional commitment the member has to the association and its mission”.  Great definition.  So, now we know what it is, but how do we get it?  By acting!  Here are 6 ways that you can achieve engagement, if done properly:

  1. Member Surveys:  Outreach via survey can provide any organization with the feedback that they are looking for.  Most organizations offer surveys via an online only model, and are satisfied with 15-25% response rates.  But what you are getting are those who are already really engaged with your association, and those who are not satisfied with their membership and want to express it.  What can (and, should) be done with surveys is outline in your message why you are asking for this information, and what the association will do with the results.  Follow up with members by phone to get the maximum response rate (I have seen this go as high as 50%).  Then, ACT on the feedback you receive, and make the changes – quickly if you can.
  2. Interactive websites are a must.  You should have a website that is easy to search, with clean lines of information.  It should not take a member 10 minutes to find what they are looking for, and it should be a modern design, not something that is outdated.  Follow website trends, and make updates and changes to the design annually.
  3. Email marketing is very popular with associations, and if done right, can truly engage your members.  It is important for an organization not to operate in silos to make this work; instead, understand what every department needs to achieve through email marketing, and streamline the messages.  I know of one organization that operates in silos, and as a result, members can get up to 10 emails per week from the association.  They (members) as a result have tuned out and are missing important stuff. Don’t be that guy.
  4. Social Media can truly engage a significant portion of your membership.  We highly recommend an 80/20 split of posts (80% information sharing, 20% promotion), and that you have a person dedicated to checking back in often so that messages are returned, and conversations are fluid.
  5. Segment Your Membership!  Some of your members want to know and hear everything about you, others don’t.  If you cannot (or simply don’t want to at this time) change your membership model to customize membership, then the least you can do is customize communication.  Determine interests and communication preferences, and only send them the information they want and need.
  6. Get on the content train:  Content can be very powerful for an association.  Managing a blog, posting more whitepapers and research (either produced by you or by your members and stakeholders) will ensure that your members continue to feel that you are the first point of reference for the industry.  Don’t let other organizations steal your members’ attention away because they provide information that you don’t.

Have you implemented any of the above to create and maintain engagement?  

Image courtesy of Stuart Miles / FreeDigitalPhotos.net