An Executive Director's point of view
October 16, 2014: Better way to multitask
October 15, 2014: Tell the truth
Don't say you are improving their experience. If they complain about the change, the experience has not improved, and saying that it has makes your association appear misguided, uninformed, and just plain insulting.
Let them know that you database has been changed, or that you want to eliminate collection problems, or that people had abused previous policies, or that there just aren't enough buyers for the products you used to sell.
Always tell the truth.
October 14, 2014: How not-for-profits communicate
October 13, 2014: Good customer service is an asset
The promise of great customer service is an excellent way to attract customers and members. And delivery of great customer service is an excellent way to retain those customers and members.
So, don't think of customer service as a money drain. Think of it as one of your association's most effective marketing tools.
October 12, 2014: Online shopping carts
October 07, 2014: Big donor attitudes
October 05, 2014: Using skills differently
In staffed organizations, they also need to be skilled at supervising and directing the people who carry out the details of the work.
In one-person offices, though, they need to know how to carry out those details because they're often the ones who have to do the work.
In one-person offices, the "staff" are volunteers - sometimes Board members - who may or may not always be available, may or may not do the work on time, and may or may not be good at what they do.
The CEO does not supervise or direct them, but instead coordinates (or tries to coordinate) and facilitates their activities. And the CEO cannot discipline them or fire them.
In staffed organizations, CEOs need political know-how to deal effectively with media, government, and other groups.
In one-person offices, CEOs need political know-how to deal effectively with volunteers so those folks will do what needs to be done, the way it needs to be done, when it needs to be done.
Same skills, different audiences.
October 01, 2014: Too many days
Jack Wayman, founder of the Consumer Electronics Show, always kept his event short, despite the growth of the industry and the popularity of the show.
"Everybody used to ask, 'Why can the show be a full week?'" he related. "Because everybody has to go home and make a living, and fish, guests, and tradeshows smell after four days," he answered.
(Thanks to ASAE for pointing to the quote).
September 23, 2014: Don't build it
September 18, 2014: What's the WIG idea?
That was the message of today's webinar hosted by Association Forum of Chicagoland.
(WIG = Wildly Important Goals)