Higher Logic Learning Series - Supercharge Member Loyalty & Power Community Engagement
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April 12-18 2015 was National Volunteer Appreciation Week! We’re celebrating in a number of ways, including hosting our second Higher Logic Learning Series webinar on Thursday, April 16, at 2pm Eastern, with two of the leading topic innovators. Hear Peggy Hoffman, CAE, of Mariner Management, and Elizabeth Weaver Engel, M.A., CAE, of Spark Consulting, for a dynamic discussion called Supercharge Member Loyalty & Power Community Engagement. Peggy and Elizabeth will share how mission-driven volunteering can be a game-changer for your organization. They covered association case studies demonstrating the real-world impact of employing new concepts in volunteerism like adhocracy, micro-volunteering, and virtual volunteering. Additionally, you’ll learn the critical importance of effective volunteer management and orientation. If you’re looking for ways to involve new members or users in their first year, this session will provide ideas and answer your questions about how to get started.
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Higher Logic Learning Series - Supercharge Member Loyalty & Power Community Engagement
- 5. Elizabeth Weaver Engel, M.A., CAE CEO and Chief Strategist Spark Consulting Peggy Hoffman, CAE Co-founder Mariner Management & Marketing
- 7. Get the white paper: http://bit.ly/13Wwe1F … Connect with us: @peggyhoffman @ewengel POLL: What is your role in your association’s volunteer program?
- 8. Get the white paper: http://bit.ly/13Wwe1F … Connect with us: @peggyhoffman @ewengel Agenda Reward and Recognition Building the right culture Keys to good volunteer management Ways to say thank you that say thank YOU
- 9. Get the white paper: http://bit.ly/13Wwe1F … Connect with us: @peggyhoffman @ewengel Get the white paper: http://bit.ly/13Wwe1F
- 10. Get the white paper: http://bit.ly/13Wwe1F … Connect with us: @peggyhoffman @ewengel Get the white paper: http://resources.higherlogic.com/ volunteerism-white-paper
- 11. Get the white paper: http://bit.ly/13Wwe1F … Connect with us: @peggyhoffman @ewengel How successful is your volunteer program?* * 2012 ASAE Executive Management Section Council study
- 12. Get the white paper: http://bit.ly/13Wwe1F … Connect with us: @peggyhoffman @ewengel How successful is your volunteer program?* 2.9 (on 5-point scale) only 5.8% = “extremely successful” * 2012 ASAE Executive Management Section Council study
- 13. Get the white paper: http://bit.ly/13Wwe1F … Connect with us: @peggyhoffman @ewengel Look what was missing!* * 2012 ASAE Executive Management Section Council study
- 14. Get the white paper: http://bit.ly/13Wwe1F … Connect with us: @peggyhoffman @ewengel Look what was missing!* • Measurement instruments for volunteer satisfaction & volunteer program assessment • Volunteer training programs for all segments • Tools for volunteer leadership development • Tools for assessing & communicating the value of volunteering • Processes for recruiting volunteers & matching them with opportunities * 2012 ASAE Executive Management Section Council study
- 15. Get the white paper: http://bit.ly/13Wwe1F … Connect with us: @peggyhoffman @ewengel
- 16. Get the white paper: http://bit.ly/13Wwe1F … Connect with us: @peggyhoffman @ewengel
- 17. Get the white paper: http://bit.ly/13Wwe1F … Connect with us: @peggyhoffman @ewengel
- 18. Get the white paper: http://bit.ly/13Wwe1F … Connect with us: @peggyhoffman @ewengel
- 19. Get the white paper: http://bit.ly/13Wwe1F … Connect with us: @peggyhoffman @ewengel Organizational Culture Values + Beliefs Behavior
- 20. Get the white paper: http://bit.ly/13Wwe1F … Connect with us: @peggyhoffman @ewengel
- 21. Get the white paper: http://bit.ly/13Wwe1F … Connect with us: @peggyhoffman @ewengel
- 22. Get the white paper: http://bit.ly/13Wwe1F … Connect with us: @peggyhoffman @ewengel
- 23. Get the white paper: http://bit.ly/13Wwe1F … Connect with us: @peggyhoffman @ewengel Keys to good volunteer culture • Offer options that suit everyone – The Volunteer Continuum • Manage your volunteers well – Orientation and training – Conduct evaluations • Thank people
- 24. Get the white paper: http://bit.ly/13Wwe1F … Connect with us: @peggyhoffman @ewengel
- 25. Get the white paper: http://bit.ly/13Wwe1F … Connect with us: @peggyhoffman @ewengel
- 26. Get the white paper: http://bit.ly/13Wwe1F … Connect with us: @peggyhoffman @ewengel
- 27. Get the white paper: http://bit.ly/13Wwe1F … Connect with us: @peggyhoffman @ewengel
- 28. Get the white paper: http://bit.ly/13Wwe1F … Connect with us: @peggyhoffman @ewengel ad hoc virtual micro episodic
- 29. Get the white paper: http://bit.ly/13Wwe1F … Connect with us: @peggyhoffman @ewengel
- 30. Audit & Investment Board NFPA Volunteer Support Structure STRATEGIC TASK FORCES Determines what success “looks like,” codifies into a set of objectives and metrics, and tracks progress over time. WORKING COMMITTEES Provides oversight to programs aligned with objectives; helps engage members in creation of value and program development and delivery. CONSTITUENCY COUNCILS Influences program development and delivery to better serve their individual needs; helps members plug into programs. GOVERNANCE BODIES The Board and the committees it appoints to fulfill its obligations. Sets the strategic vision; ensures appropriate resources to accomplish it VOLUNTEERENGAGEMENT STRATEGICCOMMUNICATION Executive Inclusiveness Workforce Development Education Econ & Stats Membership Annual Conference ISO TC 131 Technical Board Technology Roadmap IFPE Marketing Technology Pneumatics Future Leaders Distributors Suppliers Fluid Power Systems Conf
- 31. Get the white paper: http://bit.ly/13Wwe1F … Connect with us: @peggyhoffman @ewengel VOLUNTEER CONTINUUM CREATINGPROMOTING GOVERNINGCONSUMING SERVING
- 32. Get the white paper: http://bit.ly/13Wwe1F … Connect with us: @peggyhoffman @ewengel CREATINGPROMOTING GOVERNINGCONSUMING SERVING viewing, reading, attending liking, sharing, recommending contributing, commenting, responding to surveys volunteering in non-governing role volunteering in a leadership role
- 33. CREATINGPROMOTING GOVERNINGCONSUMING SERVING viewing, reading, attending liking, sharing, recommending contributing, commenting, responding to surveys volunteering in non-governing role volunteering in a leadership role Participatory & supportive; counted as a member of the community Validating your association, your content, your mission Directly (e.g. speaks, writes, competes surveys, comments) or Indirectly (e.g. Member-owned blogs, white papers, webinars) Ad-hoc, micro, committee or TF member Board, committee chair, TF chair
- 34. Get the white paper: http://bit.ly/13Wwe1F … Connect with us: @peggyhoffman @ewengel MEMBER-DRIVEN MENTORING
- 35. Get the white paper: http://bit.ly/13Wwe1F … Connect with us: @peggyhoffman @ewengel MEMBER-OWNED LINKEDIN GROUP
- 36. MEMBERS UNITE
- 37. Get the white paper: http://bit.ly/13Wwe1F … Connect with us: @peggyhoffman @ewengel traditional VOLUNTEER roles unofficial ENGAGEMENT activities
- 38. Get the white paper: http://bit.ly/13Wwe1F … Connect with us: @peggyhoffman @ewengel
- 39. Get the white paper: http://bit.ly/13Wwe1F … Connect with us: @peggyhoffman @ewengel
- 40. Get the white paper: http://bit.ly/13Wwe1F … Connect with us: @peggyhoffman @ewengel
- 41. Get the white paper: http://bit.ly/13Wwe1F … Connect with us: @peggyhoffman @ewengel Orientation: What am I committing to? How does it connect to mission?
- 42. Get the white paper: http://bit.ly/13Wwe1F … Connect with us: @peggyhoffman @ewengel Training: What skills and knowledge do I need to be successful?
- 43. Get the white paper: http://bit.ly/13Wwe1F … Connect with us: @peggyhoffman @ewengel
- 44. Get the white paper: http://bit.ly/13Wwe1F … Connect with us: @peggyhoffman @ewengel Evaluation: What did I/we learn, what can I/we learn, how will I/we learn?
- 45. Get the white paper: http://bit.ly/13Wwe1F … Connect with us: @peggyhoffman @ewengel
- 46. Get the white paper: http://bit.ly/13Wwe1F … Connect with us: @peggyhoffman @ewengel POLL: How did you mark #NVW2015?
- 47. Get the white paper: http://bit.ly/13Wwe1F … Connect with us: @peggyhoffman @ewengel
- 48. Get the white paper: http://bit.ly/13Wwe1F … Connect with us: @peggyhoffman @ewengel What’s her motivation? What matters most to him?
- 49. Get the white paper: http://bit.ly/13Wwe1F … Connect with us: @peggyhoffman @ewengel
- 50. Get the white paper: http://bit.ly/13Wwe1F … Connect with us: @peggyhoffman @ewengel *#!
- 51. Get the white paper: http://bit.ly/13Wwe1F … Connect with us: @peggyhoffman @ewengel
- 52. Get the white paper: http://bit.ly/13Wwe1F … Connect with us: @peggyhoffman @ewengel
- 53. Get the white paper: http://bit.ly/13Wwe1F … Connect with us: @peggyhoffman @ewengel Your stories….
- 54. Get the white paper: http://bit.ly/13Wwe1F … Connect with us: @peggyhoffman @ewengel
- 55. Keep in Touch! Peggy Hoffman, CAE President & Association Manager Mariner Management @peggyhoffman phoffman@marinermanagement.com 301.725.2508 Elizabeth Weaver Engel, CAE CEO & Chief Strategist Spark Consulting @ewengel ewengel@getmespark.com 202.468.3478 Get the white paper: http://bit.ly/13Wwe1F
Editor's Notes
- My official role in my association’s volunteer program is: I’m a staff liaison to the Board or one or more committees I’m the CRP (liaison to chapters etal) I’m the volunteer coordinator Some combination of the above I don’t have an official role – I was just interested in the topic Something else you didn't think to offer as an option
- Peggy: Today we’re going to cover….
- E – background on whitepaper
- P - Check out HL paper too
- P - Background on EMS
- P
- P
- P
- P – Let’s set the record straight … Recognize effort
- P - Reward success
- P – You get what you reward
- P – Be wary the unintended consequences of the thank you not deserved
- E – what we’re talking about is org culture
- E – culture is not what you say you do, it’s what you REALLY do
- E – culture is all these things, and affects everything an org does
- E – you always have a culture – be intentional about creating the one you want Create a culture of valuing vols We’re going to share a few keys
- E – review these
- Offer options that suit everyone
- E – for some, that will be trad committee (and you do still need to have some of those)
- E – Xers are in core parenting years
- E – Millennials lack authority/seniority
- E – talk about each of these briefly All these make it easier to get people to say OK/get them in the door – allows you to accommodate a wide range of skills, interests, and availability
- E – you build a pipeline of people who are ready to take on more responsibility and who you know can be trusted to fulfill that
- E – NFPA case study
- P – making this happen is rethinking volunteer path
- P – honoring all types equally
- P – honoring all types equally
- P – Example: Grassroots evolution, 6-month program Starts quarterly Coach involvement Key to success: 3 FPA-led calls Kick-off w/ mentors &mentees 2-month check-in (separately) Wrap-up: celebrating successes w/ mentors & mentees
- P – Example: Member launched group 2009, around 3,500 2010, more than 10,000 Today – nearly 150K
- P – Example: members coming together Untech – saved the Tech Conference in 2010 YAP – ignited the voices and energy for a generation; sunsetted Virtual Volunteer Wiki – gave a play space to a small group of members # of members served: hundreds!
- P – Make it real by identifying it
- P – Make it real by codifying it … Recast Volunteerism: to paint an inclusive picture
- P – where to begin?
- P – Where to begin … Volunteer Management program. You can’t get there without a map.
- E – what is orientation?
- E – what is training?
- E – personal CAFB story
- Peggy - Program eval, performance eval Evaluations by self, supervisor/team, by member Program – its about performance and the impact Why? To determine the ROI of the efforts, to make funding decisions, to assure you are improving how you support volunteers
- P – helps adjust the project, the role, the outcome.
- Sent personal thank you’s Thanked publicly (on website, social media, et al) Mailed a card (or similar) to all volunteers Some combination of the above When is #NVW?
- E – have to thank people appropriately and innovatively – how do you do that?
- E – tie to her original motivation for volunteering) and what matters most to him
- E – story of serving on CAE Action Team
- E – I’m a Gen-Xer, so this is what really matters to me
- P – my story
- Peggy
- Peggy & E share some of the best ideas from the pre-webinar survey HL do a drawing for something
- Q&A