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A day in the life of an AMC staff member

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Each week you read on our blog how we all “wear many hats!” While this is the case for many association professionals, I feel that it is particularly true for AMCs like AMPED. Between the various needs of our different clients, some days we can be all over the place! I thought it might be fun to document one whole day at work to get an idea of the wide variety of tasks we tackle. It would have been hard to capture it all, but I did my best. Enjoy!

7:25 a.m. — Kiss dog and husband goodbye. Yes, in that order.

7:25:10 a.m. — One more kiss for the dog - she’s so cute. Off to the office!

7:43 a.m. — Pass by my usual drive-through Starbucks. Running a bit late. Decide I can make it without caffeine today.

7:56 a.m. — Arrive at office. Spend a few minutes reviewing each of my in-boxes (six total). Respond to messages that have quick answers and prioritize my day.

8:00 a.m. — Laugh at self for thinking I could survive without caffeine. Grab a coworker and head to Starbucks. We are both named Emily and we both get iced coffee. That really throws the baristas off.

8:05 a.m. — “The other Emily” and I use the walk back from Starbucks to discuss a knowledge-sharing session my colleagues had yesterday that I missed due to a call with a potential member. I give her a heads-up that I need her help pulling a specific set of abstracts from a recent client meeting to add to the client website.

8:30 a.m. — Recurring calendar reminder: time to update a client’s member list in email marketing service site. This particular client has rolling membership renewals, so their member list is constantly changing. They use this service to send out weekly e-newsletters and upcoming webinar invitations, so it is vital that it is consistently up-to-date.

8:45 a.m. — Lynda will be in the office today. Write up a quick list of items to discuss with her, including an upcoming client Board meeting.

8:53 a.m. — Follow up with emails from members for a particular client regarding their membership directory listing. Make changes to the database if required.

9:30 a.m. — Come across a voicemail from last night for a client member who wants to renew their membership. The message is a bit hard to understand, so I spend a few minutes searching the database for partial phone numbers and names to see if I can figure out who this is.

9:35 a.m. — Find the company name and confirm the phone number. Review my notes from the renewal workbook. Oh, awesome! This was a company that previously told me they weren’t planning to renew their membership. My follow-ups had worked! *Pats self on the back*

9:36 a.m. — Pick up the phone to dial the member.

9:36:15 a.m. — Realize the company is in California, where it is only 7:36 a.m. Ugh. *Hang up phone and create myself a calendar reminder for 11a.m. to give them a call back.*

9:45 a.m. — Calendar reminder pops up to write AMPED blog. Already on that! *dismiss*

9:56 a.m. — Pop over to “the other Emily’s” office for her to show me how to find those abstracts. Turns out to be super simple. Spend the time originally dedicated to writing my blog to updating the client website. Web updates for this particular client aren’t typically in my job description, but I work closely with the volunteer leader who inquired about it and I know the person that would normally take care of this has a lot on her plate, so I don’t mind at all. (Reason #536 I love working at AMPED – we all do this sort of thing for each other.)

10:20 a.m. — Microsoft Word crashes. Luckily, both documents I had been working on saved.

10:25 a.m. — Website updates complete. It bothers me that previous entries on the page are inconsistent. Spend time cleaning up the format and notify volunteer leader that the page has been updated. Notice that one portion is completely missing. I assume the client will want it added in, so I send an email to a colleague to find missing info.

10:30 a.m. — Three email campaigns were scheduled to go out today to notify various groups for one of our clients about an upcoming webinar. Watch notification emails as they come in to make sure everything seems right. Notification emails end up in my clutter inbox. Give clutter a quick once-over to make sure there is nothing important.

10:33 a.m. — Review inboxes and respond where necessary. One question required a bit of research, so I spend a couple minutes searching through documentation for an answer. Not finding what I need. Send an email to the person who will have the answer.

10:41 a.m. — Office manager, Trisha, comes in to let me know that she ordered a Graze Box trial for the office. *Yay! We love snacks.* Speaking of snacks…

10:42 a.m. — Grab snack from fridge.

10:47 a.m. — Tony pops over to discuss a potential member for one of our clients and come up with a quick plan to keep them engaged.

10:54 a.m. — Jeanne asks me about award order for client Board member. Shoot. Should have filed original email in ”waiting for response” folder. Send reminder email to Executive Director to select the award.

10:56 a.m. — Process new member application and send email with invoice and payment instructions.

11:12 a.m. — Realize reminder had popped up to call member in CA from earlier. Dial number, but learn that contact is only in office on Monday and Friday. Get email address from secretary and send follow-up. Create reminder for me to follow up on Friday. Respond to other emails while in Outlook.

11:47 a.m. — Process continuing education reimbursement application for a client member. Members receive up to $50 reimbursement every two years, so I first check to make sure this particular member qualifies.

11:52 a.m. — *HR hat on.* Discuss staffing plans now that two of our interns are gone for the summer.

12:00 p.m. — Only halfway through the day? Hope people are still reading! Discuss onboarding/orientation plan for new volunteer leaders with outside Executive Director for one of our clients.

12:05 p.m. — Help Tony and Brittany prepare for meeting with a client partner member. Discuss 2017 sponsorship package, including membership, conference registration, marketing support, etc.

12:20 p.m. — Quick walk around the Square. Stop at local cheese shop to put together Wisconsin-themed gift basket for aforementioned partner member meeting. *These are the really rough parts of association management.*

12:40 p.m. — Catch up on emails while eating lunch. I normally try to eat outside on nice days like this, but I’m taking the afternoon off on Friday and want to keep things moving.

12:55 p.m. — Calendar reminder for member database training with new Latin America staff person for one of our clients. Pull up documentation, database and screen sharing software. Quickly finish lunch.

1:00 p.m. — Give high level overview of membership database to new Latin America staff. Thankfully I have all of the most common database procedures documented. Our cloud server allows me to share the documentation via a web link to ensure that our Latin American staff always has the most current version of the document.

2:15 p.m. — Reach out to account manager for VoIP service to follow up on a new phone order and inquire about headsets for some staff that share offices.

2:21 p.m. — Update membership and staff reports for upcoming client Board meeting. I’ve already had various staff members update their areas, so I just need to finalize my sections.

2:30 p.m. — Does it bother you when you ask someone two questions in an email and they only respond to one?

2:46 p.m. — Provide updated membership numbers to finance manager so she can update budget forecast for client.

2:48 p.m. — Receive answer to question from 10:33 a.m. Pass along response to member and quickly respond to other emails while in Outlook.

2:52 p.m. — The new member application I processed this morning has made payment online. Complete processing membership and send welcome kit.

2:55 p.m. — There’s someone with a megaphone yelling outside my window. It’s always something . . .

2:58 p.m. — Review graphic and member listing for publication in a client’s magazine. Doing so reminds me of some web updates to make. Create reminder to do so once I receive answers to a couple questions.

3:13 p.m. — Follow up with a few new client members for their logos and text for their listing on the website.

3:18 p.m. — *IT Person hat on.* Boot up former employee’s laptop to look for document. Not able to find it. Deliver bad news to colleague.

3:28 p.m. — Yep! I was right – the client asked about that missing portion of the website from 10:25 a.m. Good thing I’m already on it.

3:31 p.m. — *All hats on.* Catch up with Lynda: potential clients, potential employees, upcoming client Board meetings, client financials, life.

4:32 p.m. — Review inboxes. Someone requested a list from a recent client meeting, so I repurpose one that I already have rather than starting from scratch.

4:40 p.m. — I won’t get to a larger project that I had planned to work on this afternoon, so I move it to tomorrow’s calendar. One of our clients is implementing a complete Association Management System to replace several independent systems (event management, email marketing, abstract management, etc). Moving a client to a new database is a big project and takes lots of prep work, so I block off an hour or so on my calendar every couple days to chip away at it.

4:42 p.m. — There’s a line out my door since I’ve been away from my desk. Assist colleagues with a few questions regarding financials and where to find specific documentation.

4:53 p.m. — Prepare projects for intern to work on tomorrow.

4:59 p.m. — Check survey sent to a client board regarding their availability for an in-person meeting. Send reminder to members who have not responded.

5:01 p.m. — Review calendar and to-do list for the day to ensure there was nothing missed.

5:03 p.m. — Shut down laptop, lock up. Head home to my cute dog (and husband)!

5:06 p.m. — *IT hat back on!* I notice an email on my phone from a colleague who accidentally deleted a file. Unfortunately she hadn’t saved it at all yet, so I am unable to recover. Deliver the bad news.

5:50 p.m. — Send background information files on a potential client to a new employee. I can do this from my phone. *Cloud computing for the win!*

5:59 p.m. — Okay now I’m done working for the day. Heading in to the gym.

9:04 p.m. — Peek at inboxes on my phone one last time. I like to have an idea of what will be on my plate when I get in to the office tomorrow. I swear I’m done now.

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Little tips for saving lots of time

to do list

Where does the time go?

There are only so many hours in a day, and only so many of those hours should be spent working. Check out a few of these ways you can save time and make the most of your work day.

To-do list. I get it. I know it’s fun to write it out and check the boxes as you complete the tasks. But in the amount of time you spend writing out that list, you could easily have checked at least one item off of the list. Make a task list on your email calendar, or set reminders on your phone.

Signing documents. Save time and paper by adding an electronic signature to documents rather than printing, signing, scanning, etc.

Banking. Still making daily trips to the bank? Don’t! Call your bank to find out if they offer a remote deposit system.

Create accounts. Find yourself ordering from the same places frequently? Take the extra few minutes on the front end to set up an account so you don’t have to enter all of your information the next time. Many websites also store your order history so you can more easily re-order frequent purchases. Bonus: you might get promotional emails for creating an account.

…which leads me to my final tip…

Unroll.me. Those promotional emails, albeit useful, can sometimes get out of hand. Use this super simple service to help clean up your contacts and make sure you’re only receiving the emails you want to receive, thus saving time weeding through the bad to get to the good.

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Recognizing volunteers – the backbone of an organization

love your volunteers

Associations rely heavily on volunteer members, many of whom do much of the work of moving the organization forward. That’s why it’s so important to recognize their efforts and keep their enthusiasm high.

The National Air Filtration Association (NAFA), a client partner of AMPED - Association Management Partners & Executive Directors, is comprised of dedicated individuals with years of experience — experience they are willing to share with other air filtration professionals. It is not a difficult endeavor to solicit volunteers within NAFA. Most are willing to dedicate their time to work on projects both large and small. Having such wonderful people within your organization is a blessing, but it is vital to appreciate their hard work every way you can.

  1. Recognize the volunteer at every opportunity. Thank them publically at conferences; give them plaques or tangible items that remind them how important they are to the organization. Use Facebook or Twitter to post updates with photos of the volunteers in action.
  2. Keep in close touch. Check in with the volunteers occasionally. Ask for their suggestions and feedback to show them how important their participation and opinion is to the group’s overall wellbeing.
  3. Refer technical questions to them. Rely on their expertise. When a technical question arises, seek them out for their knowhow. This will show them you recognize their authority, and gives them the opportunity to promote their businesses.
  4. Document their efforts in print. Periodicals, publications and newsletters offer the opportunity to recognize their work and publicize committee efforts.
  5. Don’t forget the volunteer’s employer. Be sure to include the employer’s name when recognizing the volunteer. Businesses sacrifice a lot in order to allow employees to attend conferences, work on committees and share their time. A way to recognize this and get the support of the employer is to always include the name of the volunteer’s company.
  6. Be sure to include their designations/certifications. NAFA has a certification program and the designation is always included when mentioning an individual. Not only does it help promote the program, it demonstrates the importance and value you place on the certification.

Most important of all, thank your volunteers. Send them a thank you card or call them personally. In the age of email and social media, the handwritten letter is a novelty. Personalize the note or call to thank them for a specific task they did during their time volunteering.

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Give your organization an authentic public voice in just 15 minutes

Several years ago it was all the rage for company presidents and executives to write a blog. The idea was to give one’s organization a voice of leadership beyond the motto, mission statement or "about us" page.

In theory, this is excellent. Since the executive is the visionary and chief cheerleader to the organization and its members or customers, she should have a voice both internally and publically to manage morale, politics and issues the company or association faces.

But creating a well thought-out post of 500-750 words can take hours of writing and editing. To establish and maintain a public presence, some CEOs and presidents have taken to having a ghost writer write their weekly post. This could backfire however, as the writer may not capture or channel exactly how the executive speaks or communicates. The constituency or membership may say ghostwriting is inauthentic and is contrary to the spirit of the idea of the president blogging to begin with.

There is another way, with a little time, to capture your president’s thoughts, share them with your customers or members, and perhaps even make a deeper impact.

How? Video. You’ve probably already heard that video is becoming the medium on which we are all learning, searching, communicating. It’s not inconceivable that YouTube will surpass even Google as a search engine.

CSIA 2016 complete the survey

You can create a simple video in less than 15 minutes a week that may, for all intents and purposes, be more powerful than a blog. Check out this video we made with AMPED President Lynda J. Patterson. Here Lynda addresses attendees of an upcoming association partner conference and builds anticipation. And here, in a post-conference video, she asks attendees to complete the conference evaluation.

I shot and edited these videos on my iPhone, and uploaded them to YouTube. Both took me fewer than 10 minutes to complete. Lynda put together a few bullet points, rehearsed briefly, and executed these well.

I like them because they don’t look too polished, but are professional enough to send out to the masses. These didn’t cost us any studio time or any money other than the initial investment in inexpensive equipment, totaling $125, plus a smartphone. You don’t need a studio or expensive equipment, just a smartphone, lapel mic, a tripod and a mount

I recommend that you reference my article, “Four key elements to shooting better videos” for some easy tips and tricks to making videos very easy and accessible.

Good Luck!

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Achieve association goals using LinkedIn

LinkedIn Goals


People use LinkedIn for some of the same reasons they join associations — for professional development and to connect with colleagues. This makes LinkedIn a great tool for associations! It provides an opportunity to both expand and add value to membership through increased brand awareness, engaging with members and reaching potential new members.

Business profile
LinkedIn users can learn more about your association by viewing your business profile. They can choose to follow you, so that they receive email notices when you post updates to your profile. I did some research on this, and came up with this list of suggestions to really showcase your association through your business profile:

  • Make a strong first impression by making sure your business profile information is complete and includes your web address. Include your logo and an enticing background photo.
  • Provide more in-depth information for those interested in learning more. One way to do this is to create a separate page on your profile for each member benefit you offer. Include member testimonials on these pages for each service.
  • Upload your member contact emails into LinkedIn, and then use LinkedIn to send out emails inviting them to connect with and follow your business profile, and to join your discussion group (more info on discussion groups is provided below).
  • Use LinkedIn’s advanced search function to identify potential new members, and invite them to connect, follow and join.
    Keep all your followers interested and engaged by posting frequent updates about your association and your industry. Include both your own content — such as blog posts — and curated content.

Discussion group
Cultivate a sense of community among your target members, by starting a discussion group around your industry or specific topic of interest. It's generally recommended that you keep topics here general in nature, rather than centering the group around your association exclusively. When setting up your group, use industry key words in your group name and description, and consider making your group open (not by invitation only), but subject to group manager approval. Here are some additional suggestions for maximizing engagement within your discussion group:

  • Invite all staff, members and industry leaders to join, and engage with, your discussion group community. All group members will then have your group logo and a link to your group on their LinkedIn profile.
  • Consider setting up a separate page on your website for the discussion group, to give the group additional visibility. Similarly, consider setting up a Facebook page or group and invite members of each network to join the other.
  • Add discussion starters regularly, trying to focus on group members’ needs and concerns. You can mark a particularly strong or relevant discussion as featured, to pin it to the top of the group feed for a period of time.
  • Join other related and relevant discussion groups to connect with potential new members. Interact with contributors in those groups, and start posting valuable thoughts or shared articles. Once you establish yourself, begin sharing announcements from your association, too, such as for upcoming events. This encourages members of those groups to become involved with yours, as well.
  • Auto-send an email to new group members. Welcome new members and encourage them to begin participating by selecting your Manage button, then Templates on the left.
  • You can, and should, email your discussion group members regularly using the Send Announcement option. Consider offering free content from your association, cultivating potential new members. Announcements will also get added as a discussion thread for your group.
  • Over time, you will be able to identify strong contributors within your discussion group. Perhaps your next search for an extraordinary board member or keynote speaker might begin and end in your LinkedIn discussion group!

As you continue to build and leverage your presence on LinkedIn, cross promote both your profile and discussion group wherever possible, including on your website, in your newsletter and on your staff business cards. Likewise, every time you host a webinar or attend a conference, be sure to put out notice, both on your profile and in your group, that you will be in attendance, as well as invite everyone you meet to join you on LinkedIn.

Building a valuable LinkedIn presence may take some time, but in the end you will reap a more robust association through increased membership growth and higher member engagement.

 

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