A Nighttime Association

Using MeetingWizard (a free meetings scheduling program I love) to set up a Board of Directors conference call, I accidentally set a meeting start time as 9PM instead of 9AM. About two hours later someone noticed so I sent a corrected meeting time. And then several people complained that they liked the evening time much more than the morning time.

I've always tried to be flexible around volunteer president schedules - and in the pre-email days when there were lots of phone calls and live meetings - might often meet/call early morning (6AM) or after business hours (8PM) - if that was the preference - so that person didn't have to schedule so much of their "real jobs" around the association president position needs. But what about all the other Board members .... and volunteers?

Maybe we could attract an entirely different group of volunteers if association activities weren't always during business hours? And maybe there are association executives who are most productive at night anyway (e.g., most of my association e-newsletters are written around midnight) - and would welcome more (or any) evening options for volunteerism?

Doing more with mobile phones

More and more, mobile phones are the way that information is going to be received, and absent having a mobile option for response it's going to be more difficult to get a timely membership response. For example, with calls to action and membership surveys - where members either do it when they read it or they may never go back to it.

Today, in ordering "Maine Day" tickets to an upcoming Red Sox game, one of my ticket options was to receive "mobile tickets". The scanners at Fenway Park can use the image on a cell phone. At my daughter's college, the washing machine and dryers can send students a text message when one is available for use, or when their laundry is done.

I know many associations are reluctant to use text messaging features (for mass message delivery) because there's no certainty we won't create a charge to the members who may not have unlimited text plans; or because we haven't really thought about/planned on how to give mobile options. But as more and more everyday activities have mobile options, it's going to be expected.

Technology, digital files, and digital trails

My teenage son broke his wrist at the beginning of the summer. While waiting with him in an examining room today I noticed a computer and large monitor. The doctor came in, logged in by looking at the computer (it had face recognition), typed in my son's name - and then proceeded to show me the difference between his first x-ray in June and today's via the digital images on the computer. Would zoom in the images to show certain parts of the wrist. Made me wonder if they even need to print x-ray films anymore.

The other detail - I noticed my son on the bottom corner of the computer screen because there was a webcam on the top of the computer. So is his face attached to his digital file too? Here's examples of how doctor's offices and ER's are also using webcams now.

Thoughts:

1. Are associations still printing out more than they need to print out?
2. If you're in a meeting, and you need to look something up, can you do it from your conference room without needing to walk anywhere else in the office? And can everyone else see the file if you want them to?
3. Do we underestimate where there's a computer, there can be a webcam too?
4. If using things like face recognition software matter-of-factly, does that give an image of being really high-tech in other parts of the practice too?

There's no question that in addition to digital files, there are digital trails created about all of us via many sources. I read online Ben wondering the "ethics" of Twitter posts being data mined by associations, third-parties and even data recipients. I'd guess there's a 110% chance they are. Anything posted to the public, or available to the masses (e.g., "private" Twitters posted temporarily on public blogs) is going to be mined. Just like the fact this post says I have a teenage son who had a broken wrist is now part of my digital trail. Count on it.

"Sisterhood of the Traveling Pantsuits"

I remember when I was little and first heard the song "I Am Woman" by Helen Reddy ... the whole concept of empowerment is understandable when you realize you aren't, but could be. You figure it out early because images, messages, themes can send little girls (or any other "group" for that matter) ideas about what they can or can't be ... which is exactly why images, message, themes are so powerful in their ability to deliver empowerment. Like the "I Am Woman" song.

So I am among the women who believe Senator Hillary Clinton's presidential race is a huge deal. She spoke at the Democratic Convention tonight and reminded that her mother was born before women had the right to vote, but her daughter could vote for her as president. And I loved Hillary's comment about the "sisterhood of the traveling pantsuits" because that image is part of my experience with a group of women association execs too.

And speaking of pantsuits .... there's a clothing store that likely appeals to a specific generation named Chico's (for those who have no clue what that it - their Travelers line doesn't wrinkle and 3 days worth of business clothes can fold up into a computer case - with the computer there too). I was on their site and saw the pictured ad. It's hard to read the text here, but this is it: "The Debbie Phelps Collection - You can spot a Chico's woman anywhere - you've seen this one in the stands at Beijing. Here's what a certain champion swimmer's mom has packed for her son's unprecedented gold medal run .. " And then: traveling pantsuits.

They clearly understood their customer was likely intrigued by Debbie Phelps, not just Michael Phelps. A high school principal, single mom, sports mom, advocate for channeling her son's energy into excellence.

Sometimes the message of empowerment is delivered to millions of voters, or millions of Olympics watchers. And sometimes it's enough if it's Chelsea Clinton and Michael Phelps. Or any other kid of the "sisterhood of traveling pantsuits".

Transitions - even if you're not ready

I've now become a parent with a child in college. The day you drive away really is everything it's said to be. The thing about that transition is that as a parent you need to let go - even when you don't want to. And in our associations we need to do that too.

Thoughts on association transitions:

1. When you aren't the president or chairman of an organization anymore, let go. Sometimes leadership means letting someone else lead, and not trying to get reappointed when it's time for new people to try it out;

2. Don't show bad sportsmanship about your predecessor - or the next person. If you watched the relay races in the Olympics, imagine that we're all in a relay race where each of us just runs our best time in our own leg of the race. When you're handed the baton, just take it and run - when the next person gets it, let go of the baton, and wish them well;

3. Many great ideas arrive "before their time" or die a lot sooner than staff who is emotionally and professionally invested in it wants to believe. Association execs also need to learn to let go of programs that are not getting adopted and lack interest by membership.

Cry, dream about the past, wish you had more time, all those things. But let go.

Social Media Case Study: Creating a Buzz without Delivering

Many of us are experimenting with social media, so I believe it's important to discuss when an effort doesn't deliver. Especially when the effort intentionally engages association execs and bloggers. How else are we going to learn?

Case Study: Apparently ASAE authorized the creation of an "ASAE Secret Session" (coordinated by social media staff in a national association) to be held during its San Diego conference to show how well word of mouth marketing can work with social media. I'm assuming authorized because the Facebook site used the term ASAE in the name, the conference logo, meeting space authorized at a headquarters location, and noted on the ASAE blog.

Other association bloggers were asked to join the Facebook group and to promote the "secret session" through their own social media networks. And did. The hook: the session was held out by the organizer to include a debate among "two way high profile speakers which I have the honor of moderating." But their names weren't disclosed. Naturally, using the term "way high profile speakers" creates both an expectation and a buzz. A big buzz.

I had planned to attend the ASAE conference and the "secret session." I joined the Facebook group and considered asking on a discussion board if they are serious about "way" big name speakers, but didn't. Part of my problem with social media is there's this ongoing thing where it's supposed to be essential to be "honest" and yet there's "tongue in cheek" stuff that really colors way outside the lines of what would otherwise not pass a straight face test (and I could give you another great example of it but already slammed for it in the past). So I've lost my barometer in being able to tell if what is said in social media is authentic - because in the social media world authentic does not have to mean literal - or even anything close to literal.

Because I needed to cancel attending, I watched in anticipation from my couch at home as the "buzz" unfolded. ASAE routinely hires big name speakers for its conferences - including celebrities. So who would it be? Over 270 had joined the Facebook group waiting for the big announcement. Some even asked if it would be taped so those not attending could be sure to get the info.

The big day arrives, and so does this message: "Well today is the day for the secret session and there is definitely a huge buzz going around which is great (mission accomplished). Since many people do have conflicts and are trying to decide which event to attend, I figured it's about time I spilled the beans and gave some more details. As you've probably guessed, the whole idea of not disclosing details was more of a marketing experiment than anything else. Well both Bill Gates and Steve Jobs both send their regrets ;-) but luckily our very own [names] have volunteered to take the stand .... p.s. I’ve cancelled the additional security detail ;-) "

What else happens in social media? Nothing. One blogger posted a picture, but appears the organizer and the conference bloggers who had promoted it (that I'm aware of anyway) didn't post any details or takeaways of the debate (granted, they may not have attended as the "secret" speakers were available in other sessions). [*See note at bottom.] The Facebook group (with its hundreds of joiners) sits silent with absolutely no update about "what happened" from anyone there - including no response to someone directly asking. Wouldn't "a debate" seem to naturally fit into extending it to the online space too?

Points to consider:

1. Say what you mean. The buzz was likely created due to the promise of "way high profile speakers" by an organization known for having celebrity speakers. Any organization can generate buzz by holding out the hint they have someone really big planning to show up. Especially if they have a reputation for big names. But what if the plan all along had been to use "one of our own" - is it okay to use social media this way - and to ask social media contacts to help do it? Is it supposed to happen next time too? Clearly the organizer heard what the buzz was saying loud and clear too or would not have needed to joke about Steve Jobs, Bill Gates and security. Clearly "our own" speakers can be excellent too, but if that's what it is, say it that way.

2. Trust, then verify. I have a great deal of regard for ASAE, but frankly if anyone says they have a big name coming, want my help promoting it, and I'm the organizer I absolutely verify the info before allowing it to be marketed that way. We have an exhibitor who hires big name sports figures to sign autographs in his booth and likes to surprise attendees with who it is. There's a 0% chance I'm going to promote it unless I know the name in advance, even if no one else will know in advance. Associations should know what is going on at their own conferences, especially if attendees using their association brand, promotion outlets and meeting space.

3. Don't stop half way. If you bring a social media crowd together, like on Facebook, then don't stop at the end of the event marketing - even if it was just a marketing experiment. Someone could have spent 5 or 10 minutes doing a recap shortly after the event - but it's now many days later with nothing. If the point of social media is "the conversation", why just stop cold the second the marketing is over?

4. Experiment at your own peril. There should be a big label "don't try this at home". I'm not sure the members would be as forgiving of a social media experiment as association execs may be of their own colleagues. We can't just make big promises to prove something - especially to the members.

5. We're trying to sell social media as authentic. I still believe the masses in all industries don't take social media to be legitimate. When we use it for association purposes the potential should not be discounted that many who read it or participate may be trying out social media for the first time. Give them a complete experience - the before, during and after. Not just the before. And to go back to first point - why can't we mean what we say?

Social media has great marketing and organizational potential. But like other forms of communication, if you create a buzz, deliver the buzz.

* Note: Association Trends, a subscription-based publication recently reported on the event. Indicated nearly 100 attended and the audience voted their belief that social media is more likely just another tool than life-changing for organizations.

A "Dark Knight" for Association Executives

I went to see the new Batman movie, "The Dark Knight," yesterday ... and apparently unlike every critic have to say I didn't enjoy it. (Although the acting and images are superb ... )

Thought this (now-famous) line from the movie is depressing for association executives too: "You either die a hero or you live long enough to see yourself become the villain" - Harvey Dent

How many association executives have you seen "live long enough to become the villain"? How it happens ....

1. Enforcing/implementing decisions or rules is not going to be popular with some members. Sometimes being the messenger is equated with being the villain;

2. Someone wants your job. Could be someone on your staff, in a related industry, an officer, a member, etc. Turning the exec into a villain is one way to try to discredit them as that person moves towards their personal goal;

3. You really do become the villain. Association execs can forget they manage an association, not own it - it's not our personal corporation and we're not in the trenches making a living in the industry; and yet from time to time an attitude changes and the members seem wrong. One clear sign of trouble is when staff may not want the organization to do any type of organized planning because it's 'too restrictive". Restrictive for whom? The staff, or the members who want to participate and who actually have a professional stake in the outcome? (Plans can always be flexible.) Sometimes the officers want to move in a direction that contradicts what staff would prefer. Remember, if you're not their hero ...

A few more details ...

1. "Long enough" is not the same as "long" ... there's no real time on when this could happen ... may be deeply into your career or early in your career;

2. Your hero status is subject to how the hero thing works ... it's hard to be one, and easy to stop.

3. Plenty of other gloomy themes in the movie too - e.g., tell them what they "need" to hear to keep the faith (vs. telling the truth); and some evil behavior is just for the sport of it - so there's no psychology or money that can fix it.

So how's that for dark and gloomy (like the movie)?

AE to the rescue

I wasn't having success coordinating something today. In fact, I spent hours making no progress. So I called the Association Executive for the industry involved, he called his state president, and problem solved in 5 minutes.

If there's any reason why I'm willing to volunteer time to help other association executives is because other association executives rescue me.

In addition to getting to know colleagues in your own industry - get to know the ones in your own backyard too. Can be one of the most professionally (and personally) rewarding parts of the profession.

Another hint: Another group of people who are masterful at resources are hotel concierges. Even if you're not a current guest.

"Don't put an age limit on your dreams"

U.S. Olympic swimmer and medalist Dara Torres, age 41, has this great advice: "Don't put an age limit on your dreams."

Reminded me of a favorite Ann Landers article (I'm paraphrasing as read it many years ago) ... A woman wrote that she was considering applying to law school but already 50 years old and would be 54 by the time she finished. Ann Landers responded by asking "how old will you be in 4 years if you don't go?"

As Dara says .... don't put an age limit on your dreams.

Picture from Facebook Fan Page

Association Management: Lessons in the Seaweed

It's a gorgeous weekend in Maine and my little terrier Baxter decided to spend quality time in the seaweed on the beach. He was adorable rolling around in it (including on his back), digging his head in and genuinely enthusiastic - only for us to find, when he strutted in the house, that he smelled like a gigantic dead fish. Because there was a dead fish in the seaweed. Of course he loved it.

Just like association management ...

1. The ugliest parts of the job sometimes make it possible to enjoy the good.
2. Don't judge the beach by the seaweed. Sometimes there's something rotten underneath.
3. When everyone declares the dog stinks it's time to clean it up. If members are responding badly to a program or direction, clean it up. And if one shampoo doesn't work, try another one.
4. The behavior will repeat itself. A dog is going to roll in something disgusting given the chance. There's always going to be that "one member" who is going to do that too.

Do you have any lessons from the seaweed?

Better than ... flowers?

M&M's can now be customized to include pictures, words, various colors, or corporate logos. Just upload a photo to see what may look like. Various options for packaging too. I tested the site to get an idea of the least expensive option, and it can be done for under the cost of sending flowers. Fun way to send a personalized message. Check it out here.

Guest Post: My Technology Wake-Up Call

I'm thrilled that (very funny) colleague Keith Holm said I could post this here. A guest blog post ...

So ... Today I take my CFO to the ATT Store to order her a new iPhone. She's very excited. I bought one a few weeks ago and needed some accessories so we decided to go to the Apple store in the mall. I wanted to pick up a cord that I needed to plug my iPhone into the aux outlets in the car so I can play music from my phone.

The nine year old sales person who was helping us says, "I can check you out." He pulls out this little palm held device. He uses it to read the tag on the box, swipe my credit card and complete the sale. Wendy, my CFO and I said that we are way too old to deal with this technology. "What ever happened to old fashioned cash registers?" we asked. He pointed to the back of the store and said they had one back there. Then he asks me if I want a printed receipt, mailed receipt or emailed receipt. I said, "email would be fine." He tapped his little machine and asked me if my email address is [gives email address]. I said yes. How the heck he knew my email address I'll never know. Once again, Wendy and I felt like we should head to the retirement home.

Then the kid said, "Would you like that in a bag? That's kind of old fashioned." I wanted to punch him. Before I got to the door of the store, my phone beeped. My email receipt arrived.

As we were leaving, he asked if we needed help with anything else. I told him our walkers were double-parked outside and we didn't have time to look at anything else.

When I got back to my office, I looked at our retail area in our store and thought, welcome to the 90’s. Keeping up with technology isn't easy but it’s clear we have no choice.

Going to the dogs (and cats)

I'm finding I always know I'm going to have an easy transaction with someone if they have a picture of their dog (or cat) on their desk (and/or a pet calendar on their wall). As soon as I say "is that your dog" things go really smoothly from there - because if there's a pet picture on their desk we're clearly going to bond.

Quote of the Day

U.S. Olympic swimmer Jason Lezak, who pulled off the incredible finish to the men's 4X100m relay Gold Medal victory, explains what fueled him: "I've been on the last two relays where we come up short," Lezak said. "To be honest with you I got really tired of losing."

Whether it's a project at work, a legislative issue, a personal goal - most of the time we really do know what it might take to win. Getting tired of losing is a huge step towards taking the necessary steps to win.

Photo:Sina

3 posts to think about ...

A few posts to think about ...

1. This post has techniques for direct mail to Gen Y and an explanation about why they read it:

"According to a USPS study, 18-24 year-olds receive 6.1 mail pieces per week, 25-34 year-olds receive 10.9 pieces, and 35-44 year olds receive 12.4 pieces. One hypothesis is that Gen Yers (ages 14-31) might be more attentive to mail simply because they receive less of it. Author Brouse says for mail to be effective with younger prospects, it should be personalized, 'cool' in design, value-driven (meaning these consumers are price sensitive), perceived as environmentally sensitive (in terms of recycled paper, inks, minimal packaging, etc)."

2. This post says don't use Facebook to try to promote another site. Use Facebook as its own destination and allow the features provided by Facebook. Post also has other "best practices" for Facebook.

3. This post (from Kevin Holland) suggests that this economy is a good time to look at how to grow revenue.

Facebook: Back to the Future

I left Miami 30 years ago for college. My high school reunion was last weekend, but just couldn't make it back .... actually, I never made it back for one. Now there's a Facebook group for my high school class.

My daughter has been actively in a Facebook group for her upcoming college since accepting admittance; so for many months she's been communicating with many she'll spend the next 4 years with.

I guess I can now Facebook/communicate with those I spent 4 years with ... more than 30 years ago. Back to the future?

Social media completely merges many aspects of our lives in very central and public ways ... Is this why we do it, or why we don't?

The $133 Problem: Missing the Obvious

Pulled over for an expired inspection sticker (on the Turnpike - not parked somewhere) ... and had to get the citation because 8 months past due. Now this sticker is in my sight line every day but I didn't even notice it was past the expiration month, and actually don't think about it. So I was fined $133 and had 2 days to correct (which I did).

So how does that happen? Any type of "missing the obvious" error immediately makes me wonder what other obvious things might also be missed. So I'm doing inventory on all the projects I'm working on to see what might need to be done, that isn't. Or what needs to be completed, and isn't even thought about. From time to time things drop off my "to-do" list that shouldn't have - they just didn't make the transition.

My advice to avoid the $133 problem (or worse) ... well, check your inspection date. Next, go through your most recent meeting minutes and see if there's anything that isn't being done that needs to be done. Check your records for upcoming meetings and see what hasn't happened. Sometimes you can just miss the obvious. And sometimes there's a cost, or a price, to pay.

Case Study: Getting better outcomes with facilitators

My friend Judith gives this interesting blog post about the facilitated session gone bad. It's her honest assessment of a mystery association's planning process. As the ones who hire facilitators/consultants, we sometimes underestimate that what consultants say they need, they actually do need; or when clients/groups say to their facilitator they don't need/want something, they actually do.

Her 6 points: (read the post for "how to" details)
1. Plan ahead
2. Develop a background packet about your organization
3. Develop a written statement about meeting expectations
4. Groups need action steps
5. Develop a job description for the consultant you're hiring
6. Spend a few face-to-face minutes with the consultant prior to the meeting

A few notable points I found in there too: a) always need to ask more than once if there's anything happening you should know about; b) be sure they have the food situation worked out (where and times); c) have your own back-up plan for any equipment you might need - but isn't there.

This is interesting case study for anyone who facilitates/consults; as well as for those who hire consultants.

Book Report: ASAE's "The Decision to Volunteer"

I just finished reading the newest (soon to be released) ASAE book, "The Decision to Volunteer" (Beth Gazley, Ph.D. and Monica Dignam), a report on why, when and how members decide to volunteer. The reason to buy it is because it's full of info and charts you can personally use within your own association to figure out how to better structure your association's volunteer opportunities, while understanding what is going to attract a wider range of volunteers to say yes to participation. The intent of the study/book is to provide practical suggestions, and it does that.

Here are points I found interesting (resulting from their 26,305 survey responses), and tools to use:

1. It's always the basics: volunteers have other options for their time than us; they still want to help others, build a better society, help profession; asking directly best approach by far (even with "wired" generations); use their time effectively; younger generations committed to volunteering too; send message it helps them professionally; think small projects not just big projects; and look at why they won't volunteer - #1 reason: lack of info about opportunities;

2. Consider what organizations do that completely turns off volunteers: poor follow-through, forgetting to say thank you, poor communication, no support, unclear roles, high transportation costs, tell them there's a "pecking order" for appointments; (Note: there's suggestions on how address each of these!)

3. Changes in volunteer patterns: teenagers engage more (in my experience it's due to "mandatory volunteerism" in the schools now), more employer focus on "workplace volunteering", short-term assignments like "Days of Caring", corporate community projects; "involuntary" volunteerism - such as a legal or professional requirement;

4. Notable statistic: three out of four adults don't volunteer at all;

5. There's an "informal psychological contract": the volunteer does expect something in return - there's an anticipated outcome you will/won't meet;

6. Demographics: big statistical focus on demographic characteristics of volunteers and how their age, marital status, family situation, background, other factors influence how they volunteer. There's a chart (Exhibit 3-19) that shows how volunteers learned of opportunities. An example of how to use: when your members say "how come members didn't sign up for committees with our big ad and mailings", you can say "look, those techniques work less than 6% of the time";

7. Specific ways to appeal to values: do you have the "what's in it for me" message? Do you test your volunteer messages by asking potential volunteers what THEY believe is the specific value?

8. Involuntary departures: book mentions that some have term limits so lack of involvement may be involuntary -- what isn't explored in depth is the issue of when the association can't have every volunteer on a "career path" for volunteering forever or never leaving their favorite positions;

9. Generations and career levels: where volunteers devote their time may be the age/stage of their children; or where they are with their career -- so book explains the need to create the "right message" based on who you're trying to recruit (one size does not fit all) and varied opportunities;

10. Enormous opportunity in "virtual volunteering": whole area that many associations have not yet explored as deeply as they likely should;

11. Need a "keep in touch" program to keep staff connected to the talented volunteers who may step out of role for a period of time due to other commitments: Don't lose touch if you know you'd want them back;

12. Acting on the Findings: If you get the book, page 71 is worth it alone -- ideas for "family-friendly" (I'd also just call it "life-friendly") policies -- and a chart to help guide associations in how to plan "flexible volunteer options". One side of the chart is the anticipated amount of time to complete a volunteer task; the other axis is what can be done (and needs to be done) for virtual volunteer activities and face-to-face volunteer activities. So when we get the question "how much time does it take", we can say "how much time can you give" and list the things within the time -- so if they have 1 hour we can give them volunteer activities that will take an hour to choose from, or if they'll give 200 hours, what we have that involves that amount of time. There's also a series of questions to seriously look at how association schedules and marketing may be better designed -- a) what would allow teleconference instead of live; b) do times of meetings make it hard for those with young families; etc.

Here's Ben Martin's take on the book ... Like Ben, I would have liked to have seen statistics of state responses (vs. "United States"), or an option to find that info online. Plus (disclosure), I got to read the book free since I guess I'm now a known commenter on various association publications.

As noted, the book has a wide range of observations and suggestions to use to improve your volunteer efforts. And there are many sections of the book I didn't even mention, that could be valuable to others as well ....

I left my shoes at LaGuardia

Earlier today I heard myself say these words to the LaGuardia airport lost and found, "I left my shoes in the shuttle terminal on Wednesday - did anyone turn them in?"

Had to run between 2 terminals (not connected, so had to go outdoors) and of course missed the flight anyway. And the really bad part about running is when you do miss the flight everyone else at the airport gives you that "I'm so sorry, you're the woman who was running, aren't you" look when you have to pass them a second time to reticket.

But before I bothered to reticket I changed into shorts and sandals, resulting in the shoes that never got repacked. The missed 5 minutes turned into 6 hours of other travel. And then the shoes discovery.

I think it's always worth it to try, even if there's little chance you can make it. Whether it's a flight, a deadline, an opportunity. Because, what if ....

4 Reasons your association should buy a Wii

All the credit for this one goes to Connie from Topeka who gave me 4 reasons why an association should own a Wii .... as we stood and waited for the valet parkers in Missouri ...

1. PAC (or other) Fundraising Event - Wii Sports (often packaged with Wii) has baseball, golf, tennis, bowling that can be used for fundraising competitions without having to leave a meeting or office space;

2. Staff Wellness - add on the Wii Fit with balance board - sometimes staff doesn't have time or desire to leave office to exercise - and the association can't afford real exercise equipment in-house. This is easy/affordable option;

3. Travel Wellness - can bring it on trips to do in-room exercise (she had the Wii and exercise board hooked to her luggage);

4. Convention "Fun Night" - set up as an optional fun activity during a conference.

Any other association uses for a Wii?