Can You Hear Me? Effective Practices in Communicating with Chapter Leaders
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Good old-fashioned communication is one of the best ways to build successful relationships with your chapters. Communication is a two-way street, but not everyone communicates in the same way. Have you ever been frustrated by the lack of transparency between you and your chapters? Or felt like your communication revolved around administrative asks instead of resources and advice? Maybe it’s time to Mari Kondo your chapter communications. Peggy Hoffman from Mariner Management — with help from some super communicator CRPs —shares advice and examples on creating effective chapter communication practices. Speakers: - Peggy Hoffman, Mariner Management - Michele Champion, California Association of Marriage and Family Therapists (CAMFT) - Jennifer Steffan, National Institute of Governmental Purchasing (NIGP) - Wesley Carr, American Inns of Court Hosted by Billhighway & Mariner Management.
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Can You Hear Me? Effective Practices in Communicating with Chapter Leaders
- 2. What tech tools will help lessen the administrative burden on my chapter leaders? How do I build more resilient components and volunteers? Ask the Hosts…
- 3. Upcoming Events September Webinar: 20 Things You Can Do for Chapters in 2023 September 14 @ 12-1 PM ET October In-person Workshop! Deep dive on chapter performance + Topical solution rounds! Oct 11-DC * Oct 13-Chicago
- 4. What communication quandaries do you bring with you today? Chat
- 6. What’s in your chapter communications tool kit? Poll
- 8. 70% We spend 70-80% of our waking hours in some form of communication.
- 9. Only about 1/3 of emails in North America are actually opened Only about 38% of the average inbox contains emails that are actually relevant or important 74% of adults prefer email for commercial communication +50% of emails opened are on a mobile device 70% of emails are opened within 6 seconds of receipt Emails still rank top
- 10. Phone & text are popular 75% of millennials don’t like making or taking phone calls because of its time- consuming nature 78% of people who text wish they could have a text conversation with a business Two thirds (65%) of customers still prefer to contact a business by phone 70% of workers keep their personal phones “within eye contact” at work
- 11. Social Networks
- 12. Social Networks: 250+ billion monthly users Facebook 2.74+ billion YouTube 2.29 billion WhatsApp 2.00 billion Facebook Messenger 1.30 billion Instagram 1.22 billion 2.74 billion monthly active users as of January 2021, Facebook is the most popular worldwide. Total of 17 social media platforms now have 250 million or more monthly users.
- 13. Education, learning, professional intel Marketing (events, products, etc.) Thought leadership & Opinion News & Information (critical issues e.g. COVID, association news) Public relations (news of note) Features & stories Updates (association, progress, people)
- 14. Conversation
- 15. 01 02 03 04 05 5 Check Boxes Relevant Receiver Focused Timely Personal 2-Way
- 16. 3 Formulas for Success from 3 Successful Communicators Michele Champion, CAE CAMFT Wesley Carr American Inns of Court Jennifer Steffan NIGP
- 18. In the loop!
- 21. What will you try differently?
- 22. Download the report at https://bit.ly/chapterbenchmarking2022 2022 Chapter Performance & Benchmarking Report
- 23. Billhighway Mariner Management • Current financial reporting • Chapter member engagement data • Number of events they’re hosting • Types of events they’re hosting • Percentage of members and non- members attending • Discovering your chapter ROI • Innovating your chapter structure • Rethinking your volunteer strategy • Training & developing chapters leaders • In-depth & quick bites Tap us for… With Billhighway, you can see chapter performance data in real time—no more nagging chapters for: Want more? Contact us for a 15 minute chat. Your chapters need help? You need help with your chapters? Want more? Contact us for a 15 minute chat.
- 24. Thank You!
Editor's Notes
- Communication is one of the critical success factors for any organization. However, managing communications with your chapters involves many aspects and audiences that may become overwhelming. That’s why we tapped the super power of 3 great CRP communicators to bring you formulas for success Hosted by Billhighway & Mariner Management.
- Let’s Meet the Team – This webinar is brought to you by the fab partnership of Billhighway & Mariner Management! In fact this topic comes out of our work. You may think you are buying a tech solution from BH or a chapter solution from MM but you are also bringing in change management. We’ve discovered something about that – we’ll call Chapter’s Change Readiness Quotient that drives today’s conversation @Billhighway – Chapter Management Solution. We increase ROI across your entire organization by providing technology tools to help chapters perform better; as well as delivering member engagement and component performance data to headquarters. @Peggy - Mariner – Let’s create the greatest possible value for your members and volunteers! Our Shared Purpose To build community the component relations community and connect CRPs.
- First a quick word about what’s coming up …
- @Peggy
- In this webinar, we’ll:
- Poll: What’s in your chapter communications tool kit? Chapter Leader Newsletter/e-letter Chapter leader online community Chapter leader listserv or similar On-demand videos Virtual (or in-person) Town Halls Regular virtual meet-ups or check-ins Blast emails 1:1 phone check-ins (outbound) General email box Help desk Other (share in chat!)
- #2 Can Anyone Hear Me? Doesn’t it seem at times that we’re talking to an empty room? That’s the challenge of so much virtual. According to membership research, our members want what we have to share. Let’s talk about how to be heard and hear from your member as we look at how to keep in touch in a virtual world. 1996 Hit Neil asks Can anybody hear me Is anybody out there Can anybody hear me Is anybody out there Can anybody out there hear me You've gotta take your time now If love is gonna take you by the hand You need to take your time though 'Cause love is not a thing you can command There's gotta be a reason Gotta be a closeness Gotta have a feeling Only you can know And when you find love hold on tight Don't ever waste another night You're gonna make it through in spite of your fears Can anybody hear me Is anybody out there I listen to the river And hear the river calling out a name Trying to forgive her But nothing's gonna ever be the same There's gotta be a reason Gotta be a closeness Gotta have a feeling Only you can know And when you find love hold on tight Don't ever waste another night You're gonna make it through in spite of your fears Can anybody hear me Is anybody out there Gotta be a reason Gotta feel a closeness Gotta have a feeling Only you can know it And when you find love hold on tight Don't ever waste another night You're gonna make it through in spite of your fears Can anybody hear me Is anybody out there Can anybody hear me Is anybody out there Can anybody out there hear me
- A typical study points out that many of us spend 70 to 80 percent of our waking hours in some form of communication. Of that time, we spend about 9 percent writing, 16 percent reading, 30 percent speaking, and 45 percent listening.
- https://www.expertmarket.com/phone-systems/workplace-communication-statistics
- https://www.expertmarket.com/phone-systems/workplace-communication-statistics
- 6. More Engagement on Messaging Channels Rather than creating individual apps for customers, we expect more companies will utilize the already popular messaging platforms to communicate with customers. Having a dedicated app has its benefits, but there are also drawbacks. Customers were happy to have an app when not many companies had an app. Now that business apps are common; consumers are less interested. They simply don’t want to clog up their smartphone home screen with lots of apps that they don’t use very often. Instead, they prefer to contact the company through an app they already have a use frequently, such as Facebook Messenger or WhatsApp. We expect more companies to start using these channels for customer service rather than focusing all of their attention on live chat within a dedicated consumer app.
- We have to get to the relevance issue … What kinds of communications can you have? News Updates Features Opinions PR Marketing Events Products/services Conversation © Copyright PresentationGO.com – The free PowerPoint template library
- Think about communications as a conversation … – people want conversation (growth of social media) – one way of accomplishing that is 5
- Checking off these 5 “rules” … we go into more detail on the Conversation has started Relevant – remember the stat of only 38% Focused on recipient (not you) Timely – particularly true if you want the email opened or the social post shared Personal – avoid the generic and where possible segment 2-way – we need invite conversation, listen to members, respond
- First a quick word about what’s coming up …
- Michele Champion video
- @ Jennifer Monthly Leaders-in-the-Loop Email communication through Magnet Mail/Higher Logic Comprised of 3 sections (chapter Leader news, NIGP news, new Chapter Resources) Ability to track open rates and click throughs
- @ Jennifer Quarterly Leader Calls All leaders are invited – create an agenda Each quarter different groups meet (by area, chapter size, random, position titles etc.) Compile discussions form each and share with senior staff and leadership
- @ Jennifer Tracking Communication Consistency of delivery and time/leaders expect it Not to over saturate – you want them to open your emails Relevancy on content
- What will you try differently?
- https://www.billhighway.co/2022-chapter-performance-benchmarking-report/ https://bit.ly/chapterbenchmarking2022
- Billhighway Software like Billhighway allows for a healthy balance of association visibility and chapter autonomy. You can see chapter performance data in real time—no nagging required. For example, with Billhighway, you can see the: Full financial picture of chapters Insight into member data Number of events chapters are hosting Types of events they’re hosting Percentage of members attending Percentage of non-members attending Mariner We are all about optimizing your local presence, whether it’s the traditional chapter or something else. We help you empower volunteers, improve the member experience, answer tough questions about components.
- Any questions? Thank you! See you next month!