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Surviving your AMS Migration
- 1. Surviving your AMS Migration TIPS FOR NAVIGATING THE PERFECT STORM KIM RUSSELL SOCIETY OF HOSPITAL MEDICINE (SHM)
- 2. Who am I? Been with SHM for almost 8 years (56 in association years) Proud representative of GenX (the generation thatâs in between Boomers and Millennials) I am not a professional public speaker, a paid consultant, or an industry expert I am mildly terrified right now
- 3. My Promises ď§ I will not mention an acronym without defining it ď§ I will not endorse an AMS ď§ I will stop early for questions and so you can have a tiny break before the next session.
- 4. A brief history of our migration from A to B (VERY BRIEF)
- 5. Timeline July 2016 â the very first meeting July 2016 â CEO asks his peers what AMS they use September 2016 â began to schedule demos with current AMS vendor and 4 new ones October 2016 â demos with current vendor and 3 providers begin (#4 never responded!) November 2016 â talked to references for each platform December 2016 â decision made! January 2017 â contract signed! Excited! February 2017 â kickoff! (various nervous breakdowns) December 9-12, 2017 â LAUNCH!
- 6. THE TIPS 1. Analyze your data beforehand 2. Standardize your vendor demonstrations 3. Be honest with your limitations 4. Make it your organizationâs #1 priority 5. Prepare for the Second Day One (Donât leave yet!)
- 7. Analyze your Data Beforehand BEFORE the first email is sent out to the first vendor. ⌠What is relevant? ⌠What can use finessing/cleaning? ⌠What can be left behind? The biggest and most important question to guide youâŚ
- 8. What has changed in your organization since you launched your current AMS?
- 10. NABBM membership categories BeeGees 3 members Beatles 4 members Beach Boys 5 members
- 11. Meet BTS!
- 12. Back to SHMâŚ
- 13. Your turn! What has changed in your organization since you launched your current AMS?
- 14. Standardize your Vendor Demonstrations ⢠Schedule demos close together ⢠Have the same group of staffers at each demo ⢠Plan some questions in advance ⢠Create a rubric/scale to assist with ranking
- 15. Create one scale for ranking the AMS you see.. Ranked each AMS demonstration on: Core Business Needs Usability Integration Technical Support Strategic fit ⢠Core business needs ⢠Usability ⢠Integration ⢠Technical Support ⢠Strategic Fit
- 16. Standardize your Vendor Demonstrations ⢠Schedule demos close together ⢠Have the same group of staffers at each demo ⢠Plan some questions in advance ⢠Create a rubric/scale to assist with ranking ⢠And rehearse this important questionâŚ
- 17. Is this feature available out-of-the-box OR does it require a code customization?
- 18. Be honest with your limitations Ask how much time will be needed for each sprint/phase of deployment⌠ď Configuration ď Conversion ď Testing ď Rollout
- 19. FTE recommendations for each sprint Role Configuration, Conversion and Testing Rollout Project Manager 50% of 1 FTE 50% of 1 FTE Subject Matter Expert 50% of 1 FTE 25% of 1 FTE Information Technology 50% of 1 FTE 50% of 1 FTE Project Sponsors 5% of 1 FTE 5% of 1 FTE FTE = Full Time Employee
- 21. FTE recommendations for each sprint Role Configuration, Conversion and Testing Rollout Project Manager 50% of 1 FTE 50% of 1 FTE Subject Matter Expert 50% of 1 FTE 25% of 1 FTE Information Technology 50% of 1 FTE 50% of 1 FTE Project Sponsors 5% of 1 FTE 5% of 1 FTE FTE = Full Time Employee
- 22. Be honest with your limitations Ask how much time will be needed for each sprint/phase of deployment⌠Ask for references by other organizations your size â ask them how they staffed the project.
- 23. Make it your organizationâs #1 priority Of course your conference, election, board meetings take priorityâŚhoweverâŚ
- 24. Make it your organizationâs #1 priority Redesigning the entire website Planning our largest annual meeting to date Redesigning all of our branding and collateral Launching a new LMS Building new conference rooms
- 25. âThe Perfect Stormâ In 1991, three norâeasters combined off of the coast of Nova Scotia to create one âperfect stormâ It pummeled the East Coast all the way down to Florida Inspired book and movie, starring George Clooney and Marky Mark as crewmen on the fishing ship Andrea Gail
- 26. EVERYBODY DIED.(even Marky Mark) PRO TIP: DO NOT PLAYFULLY NICKNAME YOUR LARGE PROJECTS AFTER ANY TYPE OF MEDIA WHERE THE GOOD GUYS DIE. EX: THE ROAD, TITANIC, RED DEAD REDEMPTION FRANCHISE, BLACKADDE R GOES FORTH, ETC.
- 27. No really, make it your organizationâs #1 priority ⢠Create an interdepartmental team/group/task force to help you test â˘Bribe them with food ⢠Keep the project LOUD and the timeline transparent ⢠Involve your board or relevant committees with testing
- 28. Prepare for the Second Day One NOW WHAT? ⌠There will be panic ⌠There will be regret ⌠There will be uncertainty ⌠Everyone will suddenly ADORE your old AMS. âI HATE THIS!â = âIâM UNCOMFORTABLEâ Train before launch and train, train, train, train, train after launch.
- 29. Train, train, train, train, trainâŚ
- 30. DIRECTORâS CUT SLIDE aka âTips that didnât warrant their own slidesâ Software canât solve people problems and software canât solve process problems Your vendor works FOR YOU Donât get a puppy
- 32. THANK YOU! How you can find me: kimberussell@outlook.com krussell@hospitalmedicine.org https://www.linkedin.com/in/russellkimberly/ Or, the cheapest craps table after tonightâs party PS: You could completely speak at next yearâs annual! If I did this, you can too.
Editor's Notes
- (BREATHE!!) Hello, and thank you for being here â I appreciate you giving up some time in this preciously short conference to spend time talking about Association Management System migrations! My name is Kim Russell, and Iâm the Data Operations Manager at the Society of Hospital Medicine, fondly shortened to SHM. SHM is a membership organization based in Philadelphia. We have around 19,000 members right now, and our members are all involved in hospital medicine, which is a relatively new specialty. A hospitalist is a professional whose expertise is ⌠practicing medicine in a hospital setting. Simply put, if I have an ear infection, I want to see my primary care physician. But if a slot machine sign falls from the ceiling tonight and lands on me, I want to see a hospitalist.
- About me! Working at SHM has been my first time working with an association and an intentional nonprofit. Before that I worked at my local newspaper which was an unintentional nonprofit. Iâll be there 8 whole years in January. GenX: We help the Boomers with their computers and we help the Millennials use the office phones. Iâm not a professional public speaker, as you can likely tell. Iâm not a consultant. Iâm an association person and a member of MASAE just like you all are. And Iâm really nervous. This is my first solo talk outside of SHM. And there are more people here than I thought. So every now and then you might see me take a deep breath and actively try not to run away. Iâll be fine. I am not an expert on AMS migration â Iâve participated in one upgrade, and one migration to a new AMS. And while we did a good job throughout the rollout, we didnât execute the process perfectly ⌠so I canât say weâre an example of what to do. But we â and I - certainly learned a lot along the way and I thought I could share our experiences â and to be completely transparent, our mistakes â with you. My goal is for you to be able to go back to your associations and when the talk inevitably comes up of switching from one system to another â even if youâre going from spreadsheets to an access table or an access database to an AMS â youâll have the smoothest journey that you can.
- My own ground rules for this chat⌠Acronyms â this industry is filled with them and I hate being the person in the room secretly looking an acronym up on her phone. Endorsement â what works for us might not work for you, and just because the first AMS didnât fit our needs any longer doesnât make it a bad product. Iâm going to refer to them as AMS and AMS B Stopping early â I was originally told this was a half hour slot and I can only pad so much.
- We were with AMS A for about 10 years While people had been complaining for a while about our AMS, the idea of moving wasnât seriously talked about until one fateful day in July of 2016.
- After that initial talk, our CEO circulated a quick survey to other medical society CEOs via listserv. From those results, we narrowed the field down to 4 new vendors, plus the possibility of staying with our current vendor but upgrading to the most recent version of the software. Because of some customizations we made with AMS A that werenât going to be supported after 2017, we had a hard launch deadline of December 31st, 2017. Factor in the holidays and some post-launch testing time, and we couldnât launch any later than December 19th. As you can see, we came in with a not-so-comfortable week to spare.
- And here are the main points Iâm going to cover â (read them) And here we goâŚ
- Tip 1: Analyze your data Beforehand (repeat) Before you even START contacting vendors, start taking stock of that sweet, valuable data you have. Because as soon as you send that first email, you will be entered into the sales process. And then the snowball starts rolling. What to ask when looking at your data⌠What is still useful or relevant? Did you have a program that you sunset years ago and will NEVER go back to again? Did you used to fundraise, but decided that wasnât for you? This is information that you donât have to bring into your new AMS. And Iâm not saying to jettison it completely, but itâs the type of data that you can export into a spreadsheet and save on the old network drive. What can use finessing/cleaning? Look at your free-form text fields. They are a blessing and a curse, arenât they. We are in the healthcare field, so in our case we are dealing with hospital and healthcare system names. Do you know how many ways someone can enter âSaint Frances Hospitalâ Into a freeform text field? You can type out Saint or use ST or ST PERIOD. Frances itsef can be spelled with an E or an I, and misspelled with an S intead of a C. Or it might be nicknamed St. Fran. Or St. Fran âapostrophe S. And you can type out hosp â okay I can go on for days about this and trust me you donât want that. Long, extemporaneous story short, your free-form text fields could definitely use some cleaning up and data massaging before you begin THINKING of moving it over. Think about your committees or sections â we had some cases where the committee names changed but they were created in the system as a new committee. You may have a committee called Widget Quality and Safety Committee, but it used to be named Safe Widgets Committee. IN that case you might want to merge all of that data together and bring only the Widget Quality and Safety Committee over, but roll in the people who had tenures on the Safe Widgets Committee â does that make sense? What can be left behind? In our case, we decided to leave behind prospective members that were in our database longer than 2 years who never did anything with our organization. If they had a change of heart post-AMS migration, they could create a new account. We left behind membership orders older than 5 years â ALTHOUGH we did make sure to notate the accounts with the original join date and brought those customer notes over. We left behind prospective members and inactive members who had a bad mailing address, an undeliverable email address, and no telephone number. With no way to contact them, Old test accounts, former staff accounts. Decommissioned committees. Products that didnât sell. And again, when I say âLEFT BEHINDâ I mean we have all of that data sitting in an old database. And while itâs not easily accessible, itâs researchable. This should definitely be a group decision, but go to the group with your own recommendations first, or else you can easily get caught up in an endless cycle of what-ifs. But the one question that really can guide you in figuring out your data needs is ..
- What has changed in your organization since you launched your current system? You set up your current system in a certain way, years ago. And times changes and boards change so your priorities change. To get the creative juices flowing on this topic, Iâm going to share an example of a change in a fictional organization, an actual change at SHM, and while Iâm talking, feel free to think of some examples â fictional or real â that you can holler out when Iâm done. That way weâll be able to tuck these questions away for when this discussion next comes up. My first example is from the fictitious association that I would quit my job in a hot minute to work for: NABBM, National Association of Boy Band Members.
- NABBM established in the early 1960s has a due structure that is based on the size of the boy band, with members of larger bands paying less dues because theyâre splitting the royalties among a larger group, and some of them might not be as attractive or as good a singer or as good a dancer. Traditionally, their member classes are: Bee Gees (3) > examples, Jonas Brothers, Hanson Beatles (4) > One Direction, Backtstreet boys Beach Boys (5) Original New Edition, New Kids on the Block, N Sync NABB is looking to change their AMS. Whatâs changed? Meet BTS. They are a K-Pop band and they have SEVEN members.
- NABBM established in the early 1960s has a due structure that is based on the size of the boy band, with members of larger bands paying less dues because theyâre splitting the royalties among a larger group, and some of them might not be as attractive or as good a singer or as good a dancer. Traditionally, their member classes are: Bee Gees (3) > examples, Jonas Brothers, Hanson Beatles (4) > One Direction, Backtstreet boys Beach Boys (5) Original New Edition, New Kids on the Block, N Sync NABBM is looking to change their AMS. What has changed in the boy band world since they set up their current AMS?
- Meet BTS. They are a K-Pop band. Forbes magazine described them as "easily the biggest and most successful name in K-pop in the world" that can "do things no other name in their genre can.â But the most important attribute if youâre working at NABBM, (like I would LOVE to do), is that they have SEVEN members. SEVEN! Do yourselves a favor and look up BTSâs live performances and watch them dance. Itâs mindblowing. Currently, NABBMâs poor membership staff has to charge them each the 5-member rate and adjust the membership rate downward. So if dreams come true and I became the Vice President of Membership Technology for NABBM, I would want to make sure that our new AMS could let us create new member dues structures on the fly, AND out of the box. Or, more radically, Iâd think of changing the membership structure altogether and base it on group music sales instead.
- Back to SHM ,which is much less flashy. When we stared with AMS A, we were mostly a physicians-only organization. And one of the data points we collected is the simple question: What medical school did you graduate from. It was a drop-down list, and was informed by a back-end table that someone set up years ago, but nobody had the time to keep it up because who has the time to keep track of new medical schools and schools that change their name. ANYWAY as the years rolled by, SHM decided to become more of a big-tent organization â we started actively welcoming and recruiting non-phycian members. In other words, Physician Assistants, and Pharmacists and Nurses and Hospital Medicine Program Administrators. And when they applied online, weâd sometimes get the question âHey, I didnât go to medical school.â and we thought, âhm, we need to address that.â So what did we do? We took that question with the out-of-date dropdown list and added a freeform text field (UGH, right?) beneath that said, âOR OTHER SCHOOLâ and let people enter whatever they wanted. This meant that if someone wanted to pull a list of members and the schools they attended, the person who pulled the list (HEY THATâS ME) would have to pull BOTH the Medical school field AND Other School Field AND smush them together in one column. So we thought .. HmâŚthis has changed. Maybe when we bring this data over, we should condense these fields together into one that says â medical or professional schoolâ and either brush up the dropdown OR sadly leave the freeform. And thatâs when the story ended. But in reality, we could have dived deeper. How often DID we end up pulling lists of medical or oteh rschools? We really donât. Turns out, we could have left that all behind! . But then we dove deeper. We asked the person who pulls those lists and the convers
- Iâm looking for a few brave individuals to offer up some examples. They can be real or fictional. Anyone? YES NO? OKAY Thank you! Thatâs a really helpful one! OhmigoshâŚ.thatâs definitely a change.
- Tip 2 â Standardize your vendor demonstrations. Try to schedule all your demonstrations as closely to each other as possible. Youâll not be able to compare them side y side, but you donât want too much time to pass in between them. Have a consistent group of people from as many different departments as you can at each demonstration. Ask your participants to create a list of questions in advance that will be asked at all demonstrations. This is a good use for any collaboration tools you have. Give your task force a standardized scale to ârankâ each.
- We created a scale in SurveyMonkey that allowed the task force to rank each AMS on these subjects Core Business Needs membership, meetings, online store, finance, relationship management Usability user friendly for members, staff? can we get to the data easily for manipulation and reporting? (excel-heavy org) does it play will with our social media presences? Integration with our other software suites, like our email software and our Learning Management System or LMS with website CMSs â which are content management systems does it support SINGLE SIGN ON Technical Support training for us? support after launch does it seem like they have a roadmap for the future? Strategic fit short term (1-4 years) long term (5-10 years) pricing? And of course a free form text field that let us gather various comments. This was created in SurveyMonkey once, and then the survey was copied for each AMS that we saw. We printed the survey out and distributed a copy to each member of the task force before each AMS demonstration. And after the demo, we sent the link out to each person and asked them to complete the online survey. THIS GAVE US DATA so we didnât have to rely strictly on gut feelings or quality of swag given.
- The final point I want to touch on in Standardiznig is this important question that youâll want to ask whenever you see a feature that makes you go ⌠WOWâŚ.
- Because youâre going to be swayed by all of the AMAZING promises your vendors are going to make. Software can do A LOT of things. And new software can cast a siren song. And sometimes, especially with the larger companies, youâre going to have the sales team demoing the software, NOT the technical team. And sometimes, SOMETIMES, not all of the time of course but SOMETIMES, a sales person will say one thing but not have the tech team there to give you a 100% correct answer. An out-of-the-box feature will, with appropriate setup, is ready to go. Code customization means someone (you, them, a contractor) will have to modify the code of the product get that functionality that you want. You ask me⌠Kim⌠can you run a 5K? Me: Suuuuure. With enough customizations. Shoes, training, illegal performance-enhancing drugs, perhaps. But not today. Not out of the box. For example, all AMSes we saw were able to process membership orders. We were able to set dues prices, we were able to set up our grace period, we were able to set our membership model up as an anniversary dues cycle. Would we be able to create a zero-dollar STUDENT rate? Yes, of course â just like youâd set up your regular PHYSICIAN dues rate. Great! And would we be able to require a student to submit proof of being a student as they sign up? Yes, of course! Fantastic! And thatâs how the conversation ended. If we could rewind, weâd have instead replied⌠Fantastic! Is that feature available out-of-the-box OR does it require a code customization. Because the answer would have been, âOh, youâd need to add custom code to your âJoin usâ page to make that happen. And thatâs how we launched our new AMS without a functionality that we had in our old one. Take note of this question and rehearse it in front of the mirror until you donât feel cringey saying it.
- Tip 3: Be honest with your limitations! Modern project management methodology, especially for software rollouts, includes a concept called âsprints.â A sprint usually takes 2-3 weeks to complete and the goal at the end of each sprint is to have a working version of the module that could be deployed. Configuration, Conversion and Testing included daylong meetings where the vendor discovered how we were currently running that aspect of business; for example ⌠our membership dues structure or how our meetings were run or how we sold and fulfilled products in our store. Configuration: We at SHM were also responsible for many of the setups in the system as it was being configured. We either had to deliver a list of setup options to the vendor, or go into the new product and set it up ourselves. You know how you open your current system to enter a new constituent and for prefix, see âMr, Mrs, Ms, Honorable, etc?â That needs to be filled. And if you need âdoctorâ in there, either you have to tell your vendor or you do it yourself. Conversion: It also included taking the data from our current AMS and seeing how it fit in the new database. Anything that didnât fit had to be converted into a format that would fit. Do you have an excel or database wizard who can go in and write a script or a macro to reformat large quantities of data? If not, is that something your vendor can do for you (for a fee) or recommend a contractor who can? (again, for a fee) Testing is pretty self-explanatory. And Rollout is going into the module once itâs completed and making sure it works. Ny changes that need to be done would be addressed as part of the next sprint. Our first sprint was Customers â setting up the customer module and getting our individuals and institutions in there. Our second sprint involved committees â setting up our committee structure, getting the individuals who were already in there set up with their past, present committee terms. AND cleaning up whatever didnât work correctly in Customers. The Third sprint was meetings â getting all of the meeting products from the last x many years built in the new system. AND cleaning up committee stuff that maybe didnât work for us in sprint 2. AND any outstanding customer issues from sprint one. Donât worry, Iâm not going through each sprint because frankly, after that we had so many plates spinning I basically suppressed most memories of the process. After we decided to move forward with AMS B, we asked them for an estimate as to how much of SHMâs time would be taken by this migration. This is what we received..
- Itâs pretty straightforward. We had someone in SHM with a PMP (project management professional) certification who was the project manager. The Subject matter expert is the person or people who knows the most about how that module is supposed to work. The IT person helps with the technical issues that crop up and/or database finessing, and the project sponsor is the person who says, âvery well, very wellâ and reports to the staff. This was circulated in December of 2016 and the consensus wasâŚ
- âactual quote from an emailâ
- Because what happens with your Project Manager is also your IT person? And your subject matter expert is also your project sponsor? Or you only have one person who oversees membership AND meetings, so now youâre requiring 50% of their time for at least two different sprints? And whoâs filling in for the 50% of that personâs CURRENT job responsibilities that they canâ do anymore because theyâre tied up with this project?
- And you can say to yourself: Well, weâre a hip, young organization. Weâre great at multitasking. Weâre great with new technology. Weâre quick learners. But it only takes one key person leaving for a role at another organization to throw all of the best laid plans into disarray. Or someone going out on maternity or paternity leave â remember our timeline from first meeting to the second day one was 16 months. Or another personâs mother falls twice in six weeks and ends up with a broken elbow, kneecap and hip. (sheâs fine now) Ask your vendors for references from associations set up like yours. And ask them how they handled the staffing expectations.
- Of course your conference, election, board meeting is going to take priority. The invisible things, like your AMS? Itâs not fun or sexy for most people to talk about. Hereâs whatâs not to do:
- In February of 2017, we kicked off the active work portion of our AMS migration, with a deadline of mid-December. This was a very aggressive timeline. At the same time our organization was Redesigning the entire website Planning our largest annual meeting to date â it was in Las Vegas Redesigning all of our branding and collateral Launching a new LMS â learning management system Building new conference rooms â obs we werenât doing it but there were walls being torn down and built, painted, wallpapered, etc. Replacing our telephone system Changing our committee structure I ran out of slide room. It was ridiculous. We had so much going on that at an all staff meeting a senior executive joked that we were in the middle of âThe Perfect Storm.â Indulge me while I follow this tangent⌠does anyone remember âThe Perfect Storm?â
- THIS IS A TRUE THING THAT HAPPENED. Who here knows what happened to the crew of the Andrea Gail? Holler it out, the movie is 29 years old, youâre not spoilingâŚ
- Yes. EVERYBODY DIED. Think about it. Youâre in a position of leadership, youâre staring at a group of emotionally wrung-out staff and you start calling it all the Perfect Storm. If I could take this little tip and slide it under the wall to one of the Executive Tracks I would. Donât do that. Itâs not cool.
- If you need a bigger boat, bring on more people, even if they donât have a day to day stake in the project. Create an interdepartmental team, because fresh eyes and eyes that are at a distance from the project is always good. They also going to become your evangelists and in return, theyâll be able to pop this project on their LinkedIn On that team, make sure you have a balance of long-time and new employees. The new ones will have a fresh perspective on things and will definitely find the weirdnesses in your current business processes and call them out. Keep the project LOUD and keep the timeline transparent Do you have a company newsletter? Commandeer a spot every issue. Donât assume that this project will be talked about in senior meetings. Write it on a white board Send out regular all-staff updates Countdown to launch Keep the timeline transparent â this means that everyone whoâs working on the project has the right to know when theyâre due up to bat. Nobody likes surprises. If you have overly-eager board or committee members, let them get involved too â they can be valuable when youâre trying to see thing from your membersâ points of view.
- Tip 5: Be prepared for the Second Day One Your first day one was the day you had your kickoff meeting or call with your new AMS. You pushed through the project and you crossed the finish line. But youâre not finished. The Second Day One is the first day that staff doesnât have the old, now-oddly-beloved AMS to fall back on. The phone rings. Someone wants to renew their membership and youâre looking at shiny and now-oddly-scary interface of AMS B and ..itâs on. People will have lied to you about having tried their modules on test. This does not make them bad people. Interesting observation: Not having the software that the longtimers were used to was a real social equalizer in the office. You may have a grace period before you are transitioned from your vendorâs migration team to regular customer service. Donât rest when during the time period before you are transitioned to regular customer service. It will be VERY short, but youâll want to take as much advantage as you can of that direct help line. And train your staff. And train them some more.
- And we did a lot of training. We did 30 minute quick trainings once a month AFTER launch for a 5 month period. This is an example of a training invite I sent out. It sets the expectation that these sessions are going to be no-frills and quick. In hindsight I would have changed 2 things: I would have started these training a month BEFORE launch. We just didnât have the time. I would have made them mandatory.
- These arenât bad tips, theyâre just tips that didnât warrant their own slide. People problems: The people who wonât use your current AMS arenât going to use your new one either. They are going to continue to wave around a sheet of people with 4 people on it and ask for someone else to do it. Your new AMS wonât fix that issue. Process problems: If you have some weird business rules that are illogical, they are process problems. If youâre discounting things to a hundredth of a percent â like a 18.73% discount â thatâs a weird business rule that your AMS might not be able to accomodate. Your vendor works FOR YOU â itâs easy to become a little attached because theyâre the ones carrying you through this process. Just keep in mind that they have their own timetable to get you through and sometimes their dates and deadlines might not work for your organization. New puppy â thatâs pretty obvious. You donât need less sleep and more poop at home while your migration is ongoing at work.
- And that wraps it up with time to spare. Who has a question, or a suggestion that worked for your organization the last time you migrated systems?
- Here are various ways to find me if you have anything to share or ask. And thatâs my LinkedIn profile in case you want to start up the National Association of Boy Band Members and need a VP of Membership Technology. Finally, if youâre sitting there and are saying, âI could completely have given that level of presentationâ then jump right in and apply in June for next yearâs MASAE Annual meeting. If itâs your first time, let me know at those email addresses and I promise I will not only attend your session, but Iâll sit close to the front and smile at you the whole time. Thanks and have a great day!