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.
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
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
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)
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.
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.
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.
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
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.