July 28, 2010

Traditions Can Change if You Lead

Who woulda thunk it... Dez Bryant is a leader.

If you haven't been keeping up with what's happening in the Dallas Cowboys training camp right now, it goes like this... A rookie wide receiver on the team, Dez Bryant, refused to carry a veteran player's shoulder pads off the field after practice, taking a stand against the decades old professional sports tradition of rookie hazing. In reading the stories surrounding it this week, many people are saying that Bryant should have just gone with the tradition and dealt with it because "it's the way it's always been done".

As someone who works for an organization that has a lot of tradition (we've been around for over 110 years), my experience is that not every tradition is one that should be embraced or continued. Whether it's hazing of new members, an event that has worn out its welcome at an annual meeting, or even something as small as printing out membership forms when they come in online - some may call it tradition, but in reality, people are in the "it's always been done this way, and we don't want to change" mindset...

What people often don't realize is that just because something is a tradition today doesn't mean it will be in a few years... If you are willing to lead NOW and put a stop to some of the outdated traditions from the past, a few years down the road there will be all new traditions for your members/staff to embrace. In my organization specifically, where we work with college students, our turnover rate is four years (i.e. if something hasn't happened in the past four years, the undergraduate members we serve don't necessarily realize it ever did because their tradition is only what they've witnessed in the last four years...)

I don't claim that changing tradition or the "we've always done it that way" culture is easy or popular every time, but by thinking about the 'why' of something (i.e. what's the purpose of this tradition) before thinking about the what or how, it seems as though you might be on the right track.

Will you be the next Dez Bryant in your organization - standing up to the tradition that has lost its purpose? Here's to the leaders who are willing to lead change to make our organizations/associations better.

Do you agree with me, disagree with me, or have additional thoughts to share? I certainly hope you'll share in the comments (particularly if you have had success in changing traditions that no longer make sense)...

July 20, 2010

Social Media ROI

I've heard a lot of talk about ROI on social media recently, and it seems as though a whole heck of a lot of executives are worried about whether the staff time being spent (or more accurately "invested") managing a Facebook, Twitter, Linkedin, etc. presence is wise.

I've heard people say that there are a lot of things that associations do where executives don't necessarily monitor the ROI regularly, so why are they so concerned with the ROI of social media? To me, those people are missing the point and aren't looking at the big picture. Executives are paid to measure how the resources of the association can best be put to use. They should be concerned that the time their staff is investing in social media makes sense for the association. However, I believe there needs to be a long-term view of the investment, rather than a short-term view.

When I hear people ask about the ROI of social media, I always say that they should ask the same question: Would our organization be better off if we were NOT engaged in social media? In most cases, I'd guess the answer most associations would give is no. While the return is hard to quantify, we MUST have a presence to meet our members where they're already engaging in conversations.

Case in point, in some recent statistics I read, Nielsen said that people spent 22% of their internet time on social media sites during April. More than 1/5 of the time spent on the web is spent on social media sites... That's a powerful statistic in my opinion, and speaks directly to the reason why having a presence is so important - they're there, we need to be as well...

Getting back to ROI, I personally believe in most cases, engaging with members on social media sites is more like investing in a retirement account (steady returns that yield a very positive result later on) than a highly volatile stock (you might see amazing immediate success that might not be sustained). Thinking long-term on your investment in social media is the right way to go about it.

Also, in my opinion, determining ROI by how many followers or fans your organization has doesn't make a lot of sense. Yes, it's quantifiable, but it takes someone two seconds to become a Fan (or to be more accurate and current "Liker") of your Facebook Page. Does getting someone to say they're a fan really create the return? I don't think so. The return comes with continued and regular interaction and engagement through these channels, creating opportunities for your followers and fans to help your organization succeed.

Social media is a set of powerful tools that help you create a return by utilizing them to help engage and inspire your association's members to action. How you measure that return is up to your own organization, but remember that it's tremendously hard today to engage and inspire members to act without having a presence in social media...

ROI is a hot topic that is sure to be continued at the ASAE Annual Meeting later this summer. I'm looking forward to the conversations that will happen there to hear what others have to say. In the meantime, what do you think?

July 19, 2010

It's an Investment

I think I have investments on the brain tonight...

I was just sitting here VERY excitedly thinking about the fact that I'm about to pay off my student loans from college!! Only one more payment, and the large investment in the outstanding education I received at my alma mater will be fully paid for. It was a great investment, and one that really has helped me become the man and professional I am today.

As I think back to my time in college and in joining the Public Relations Student Society of America (PRSSA) chapter on campus, I recall our advisor continuously mentioning that joining the organization was an investment in our future. He was right, and that statement had really stuck with me...

It's interesting, because I often forget that when our members are joining and volunteering, they're actually not only investing in their future success, but that they're also investing in the future success of our organization, much like my investment to join PRSSA back in college.

Do you sometimes forget about that investment that your members are making? I'm challenging myself to think in those terms as I think about our members and volunteers, and will challenge you to do the same. How can we more effectively and personally recognize the investment our members are making? I think that's a key in continued engagement and involvement of our members. If they're not feeling enriched, or that they're enriching the organization, their investment will not be seen in their eyes as a good one.

As I have gotten more and more involved in the association community, and with ASAE, I continue feeling as though the investment has already, and will continue to pay off in the future. I'd like to thank all of you who have made that investment a good one, and who continue to make it more and more enriching for me...

July 8, 2010

The (Sometimes Costly) Consequences of Using Social Media

So I'm sure some of you heard the story about the CNN Editor who was fired because of something she tweeted... Essentially, her tweet was seen by CNN, and apparently a lot of viewers, as being supportive of a founding Hezbollah cleric from her native Lebanon.

After she tweeted it and there was some backlash, she wrote a blog post (which seemed reasonable and well thought out) to expand on her meaning in her original tweet. However, she was still essentially fired by CNN, though the post says she "resigned"...

I think this should be a wake up call for all of us, and especially those new to social media. Twitter's 140 character limit is just that - a limit. You cannot create a great deal of context within that limit. So, while we should be authentic in our dealings on the social web, we also must be well aware of that fact when we go to post something on our social media outposts...

I know a lot of us have little disclaimers in our Twitter profiles that say something like "These opinions are my own and do not represent my employer." While I think those are great, I don't know that would have saved Ms. Nasr in this situation. This is where CNN was right in that it has a crystal clear social media policy.

Nicole Provonchee over at the Parthenon Publishing Blog stated it well: "The reason behind the tweet apparently did not matter to CNN. Nasr broke CNN’s strict social media policy and the result is the termination of her employment. Among other things, CNN’s social media policy states: “CNN EMPLOYEES ARE TO AVOID TAKING PUBLIC POSITIONS ON THE ISSUES AND PEOPLE AND ORGANIZATIONS ON WHICH WE REPORT.” The policy is clear."

Last thing: there were a heckuva lot of folks who really spoke loudly a few months back when an organization that we all know "censored" a blog post that was written by one of its employees. I guess my question is: should CNN have fired this woman for expressing her views, and if you say yes, isn't this is the same thing (i.e. her expressing her views and having consequences from them) as what happened with the aforementioned association and the blog post heard 'round the association social media world? Or is it very different since in this situation, the actual post/words are not being removed from anything, but rather utilized to illustrate an important point? Would love your feedback!

June 27, 2010

Communicating about the Elimination of Programs or Services

So my wife and I were planning to go to a movie on Friday night... I went online to find out the time of the movie at our favorite theater, and was met with a number of dead ends. I couldn't figure out what the issue was, and finally after calling the phone number found out that the theater was closed.

I couldn't believe it... The theater was never less than full when we went, so why in the world was it closed? I guess I hadn't been paying attention to the local news closely enough... We still wanted to see the movie, so we decided to go to a competitor and see it.

This experience immediately made me think about our work in associations... Often, decisions are made to "sunset" a program or offering that isn't measuring up... However, do our members get the message? If not, when they try to go get the product or take advantage of the service the next time, they have a similar situation to mine...

I think it's imperative as we make decisions on our offerings, that we also think about how we're communicating about them to help members understand what's happening... I think we need to answer (at least) the following questions in our communication:

- What the reasons are for removing the product/service...
- When it's happening...
- What our plans are to take the product or service's place...
- Where members can provide their input/reaction...

The fact is that we won't be able to ensure everyone gets the message, but we really need to be very strategic in how we plan to ensure that the most people know as possible.

I think the communication needs to start with the association's volunteers and the members who have already decided to take advantage of the product/service... Additionally, another important group is the segment of members who you've already marketed it to. Finally, the membership at large... There are probably more segments of the membership who are important, but these are just a few.

What it comes down to is that communicating openly and effectively the reasons why and what the future plans are will hopefully help alleviate members' frustration when they're trying to find a product you have decided to take away...

June 21, 2010

Embrace Those Who Are Good at Executing Big Plans

So here's how wild and crazy my Friday nights are these days - I spent last Friday night watching PBS' Newshour with Jim Lehrer... Wild? Probably not. Instructive and interesting? Absolutely. This past Friday night especially...

Newshour's regular columnists, Shields and Brooks, who spar with one another each night, were discussing the disgustingly sad situation happening at Arlington National Cemetery... Brooks, who's also a New York Times columnist, said the following (at 11:29 of the video here):

"...Vision's important. But actually executing properly, getting the proper computer system there, even after millions have been spent, executing in the Gulf, executing on an oil platform, that is underplayed in a society that likes something fancy, something oratorical, but actually executing is tremendously important, upon which everything else exists. And we have a failure of execution on BP, a failure of execution I think now in the Gulf, and certainly at Arlington."

While it's not perfect grammatically, I agree with Brooks' comments wholeheartedly. To me, execution is an oft overlooked aspect of our work in associations as well. We can have many great ideas, a bold new vision or a shiny new plan, but if we don't execute those things very well, they're worth nothing more than the paper upon which they were written.

An example: The organization for which I work has a bold vision for what we're going to be in 2025. It talks about how large we're going to be, what kinds of offerings we're going to have, etc. Essentially, it's a number of bold aspirations that will guide our path as we move toward it. However, unless we execute the intermediate sets of metrics and goals that will help us get there, that bold vision will be a nice thing to point to, but won't accomplish much. That's why execution is so important...

Now, I don't want you to get the wrong idea - I do believe that big things can be accomplished by thinking bigger than the status quo. I respect the big thinkers out there who are leading our associations to new heights, and hope to be someone who does so someday.

At the same time, there are a lot of staffers out there executing the big plans that are being developed by those big thinkers. Embrace those people! They are as important to the success of our associations as we move forward as those who are coming up with the ideas themselves.

Now, back to my regular Monday night ritual - watching Shields and Brooks battle it out again... Maybe I'll gain another tidbit that I can use here soon!

June 10, 2010

Becoming a Championship Association

Blackhawks WIN! Blackhawks WIN!

If you follow me on Twitter, or are a friend of mine on Facebook, you probably saw me LEAP onto the 'Hawks bandwagon as they entered the NHL Playoffs. Who watches the NHL regular season anyway?!?!

Anyway, while watching a team in the town where I live win a world championship was AMAZING, and I actually took away a few lessons that we can take from the Blackhawks' run as we strive to become championship associations...

1. Having the right organizational leadership means the world - Four or five years ago, the Chicago Blackhawks franchise was in shambles. People were not going to the games and the team was a joke in the city... The leadership team was failing miserably. Then came Rocky Wirtz, the current chairman/owner of the team who vowed to bring winning back to one of the original six NHL franchises... He developed a plan, hired the right management team (including a successful team President who came from one of the city's baseball franchises), and made his vision well known - he was going to bring a championship back to the city. In just a few years, his vision became a reality... As we think about becoming a championship association, having the right leaders in place (both on staff and on the Board) is extremely important.

2. Don't overlook young leaders - When Wirtz first took over, the first two players he brought in were Jonathan Toews and Patrick Kane, who were the young guns he was going to build the new transition around. In associations, we often have young members who are interested in getting involved and engaging in leadership positions early on, and we need to be willing to let them take the lead and bring a different kind of leadership to the table.

3. But don't forget about your old leaders - One of the greatest things about the Blackhawks' run was how they embraced their leaders from years past... Men like Bobby Hull, Stan Mikita and Tony Esposito, all of whom were leaders on the last team that won the Stanley Cup, were front and center throughout the team's championship run... The lesson for associations here is while it's important to embrace young leaders, keeping high profile past leaders in the loop and visible is extremely important...

4. Your fans love to cheer for a winner - When things weren't going well, the fans went away from the 'Hawks... When they started winning again, the fans came back in droves... Being a championship association means keeping your fans engaged and empowered at all times. How can they help you reach your vision/mission? How can they help you get your message out further? If they can see your vision, they'll be invaluable!

It took the Blackhawks a long time (49 years to be exact) to once again become the Stanley Cup Champions. It might take your association some time, but by keeping some of the tips in mind directly from this year's NHL champions will help you focus on some things to get you back to championship-caliber!

Oh, and GO 'Hawks!

June 3, 2010

The Future of Magazines?

So I happened to be going through my tweets, and happened upon one by Chris Uschan from OmniPress sharing the video below.

It got me thinking - is this how magazine content will be widely consumed in the coming years, and if so, how can we get in on the bottom floor now in creating this kind of interactivity and user defined experience?

Many of us are using Nxtbook and other products like it to move our magazines to online platforms, and that's a step in the right direction. However, what's shown in the video below seems more like a giant leap from where many of us in associations are right now. Can we develop this kind of product for our members? Should we?

I think now is the time we begin thinking like Wired and Time (which also has an amazingly interactive iPad app for their magazine), and get ahead of the curve in our publishing capabilities, because Lord knows that our members and readers are only becoming more technologically savvy the more time goes on...

June 1, 2010

Quitters Never Win...

We all heard this line growing up from our parents when we decided we no longer wanted to play the clarinet (or whatever geeky thing you decided you wanted to quit)... Well, there were a few things that I almost quit recently, but I decided to heed my Mom's advice and stick with them - this blog and Facebook.

As you might be able to tell, my last post to this blog was in March. Throughout my hiatus I had thoughts to share, but just didn't sit down and actually write them into posts... I always found something else to do instead, but I have decided that I really need to rethink that and get back to writing. So, get ready for more regular posts and thoughts about everything from blogs I have read to things I've seen that I can relate to associations somehow...

The other thing that I alomost quit was Facebook, and I almost decided to do it yesterday on Quit Facebook Day. I had friends who decided to quit for their own reasons, but I decided to stick with it... My reasoning - I think if you want to create change within a company (or even an association), quitting isn't the way to do it. I think that building your coalition from within and going to the leadership with sound reasoning is the better way to create the change you desire.

I understand that there are concerns about privacy. I understand that there are concerns about Facebook selling your information to advertisers who then use it... If you feel as though these are things you cannot deal with, then by all means, quit. Make your small statement that doesn't help fix the problem.

To me, the bigger statement that you can make is working with the company/association/organization to craft a more meaningful policy from within to create the change you desire. By quitting, you're giving up. By working to create the change you seek, you are making the culture better for everyone, thus creating a HUGE statement that is worthwhile to everyone.

Now, some people are probably going to say that those who quit Facebook were the ones who caused them to change their privacy settings last week. I don't think that's true. I think the ones who helped convince them were users who were not happy with what they saw, and decided to let Facebook know about it.

Now all of those who quit seem to have lost, while all of us who stuck it out seem to have won with the new privacy settings. Who says parents aren't right?

March 2, 2010

Saving Your Job by Doing Something New...

My brother is in the newspaper business. That's right, the business that is slowly losing readership and paid subscribers because of the rise of the internet and free online news sources. He's seen the closure of newspapers across the country, the many layoffs that have happened in the industry, and understands that this is not a great time to be in the business... Or is it?

By trade he is a writer and page designer - two positions that are being cut quite often as the newspaper business shifts online. But while those are his main roles, he's also carved out a nice niche where he is a blogger about the business of sports, and is the host of their newly created podcast detailing their biggest stories of the week.

In other words, he is not being hamstrung by the title that he has, but rather is utilizing his skills to build himself a role as the landscape of print shifts online. He has been able to understand that the newspaper business is about content, and while the content might not be delivered in print for much longer, it is still valuable in some form.

I guess the whole point of this post is that even in associations, some things that we currently do might not continue to work the same way they have in the past. As staffers and executives, we need to think ahead as to how the landscape might shift, and then as individuals figure out how we can have a hand in making the shift seamless to ensure long-term job security.