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Peggy Hoffman: Welcome we've opened the doors we're super excited to have everybody with us today on this well i'm sure, no matter where you are this this next phrase fits on this hot steamy July day.

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Peggy Hoffman: So come on in we've got the air conditioning on high, but we've got some real hot tips so we'll try to keep the try to keep the temperature in the virtual room.

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Peggy Hoffman: Nice and clear so anyway go ahead as we always love to do, introduce yourself in chat and tell us how things are going, your way and if any of you are coming in.

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Peggy Hoffman: On vacation I want to ask you why you know that we record these record these conversations and we're happy to bring it to you, but if you're here, you have to stay now so.

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Peggy Hoffman: For those of you who are new to our party, I am Peggy Hoffman and.

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Peggy Hoffman: i'm going to be your ring later, but you can tell from the video that I get to not be I don't have to be the only one whose mouth is working today i've got a couple of my best friends with me and so we're going to have a great conversation.

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Peggy Hoffman: Once we get started, and so come on in wow I don't know.

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Peggy Hoffman: wes and Michelle and Jennifer if you can see, this but we're already worked, the door is open and we've got about 6768 people in the room, already so.

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Peggy Hoffman: So welcome welcome welcome, let me do a few welcome notes, as we, as we get started here, and people are getting settled in you are here, obviously, to answer the question can you hear me.

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Peggy Hoffman: At least to figure out if your chapter leaders or component leaders are listening to you once again, is brought to you by um hopefully you think your favorite favorite folks.

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Peggy Hoffman: The bill highway, who is the mastermind of tech tools to create solutions for.

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Peggy Hoffman: Being able to share data but also give administrative offload to your chapters and mariner we're just about fun so we're just here to help you build fun in to.

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Peggy Hoffman: Your your your components and your volunteers I love to have a quick.

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Peggy Hoffman: plug super super excited that we've got a couple of things coming up here that I think it'd be really cool.

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Peggy Hoffman: September the webinar is going to be 20 things you can do for chapters in 2023 I don't know how many of you know this, but mariner hit 20 years.

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Peggy Hoffman: And we have been doing a series of blog posts and it's been all the famous 20 and I said to Sarah I said, can we can we can we give them 20 things.

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Peggy Hoffman: So that's coming at you, in September, so do plan to have that date on your calendar.

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Peggy Hoffman: And we're back in person that's right we're going to be in DC and in Chicago and October for a deep dive on Chapter performance and topical solution rounds.

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Peggy Hoffman: Registration will be coming at you soon we do unfortunately because of space considerations coven considerations have to limit so.

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Peggy Hoffman: we're going to tell you, when you get that registration link to jump right on if you're my best friend, you might get that link in advance so we'll find out.

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Peggy Hoffman: Anyway, let's get started on today's content what communication.

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Peggy Hoffman: laundries do you bring with you today so we're talking largely about the communications that's going out to chapters, whether you call them chapters or sections or components or cigs it's it's.

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Peggy Hoffman: it's all about, we want to find out what's what's what's tripping you up I just happened to see Linda congratulations you're a new cae I think I saw that on linkedin super super congratulations.

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Peggy Hoffman: And an is great I love it and high she's getting this kicked off to ask who's going to be an asi in nashville I know that bill hi will be there mariner is going to be on the lake in a sailboat but.

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Peggy Hoffman: bill highway is carrying the torch for us in there, so I totally love it and they will be in they Oh, they got some fun stuff in their booth so definitely stop by and check that out so getting leaders to.

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Peggy Hoffman: To even open, let alone read the communications, well, I can tell you that.

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Peggy Hoffman: Because I am on one of the list serves for one of these three folks that are going to talk to you, I can tell you, somebody who gets people to read it and respond and she's with us today, so I think you'll have some good tips from her.

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Peggy Hoffman: No questions just trying to keep my skills up Sarah excellent we love that we love that.

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Peggy Hoffman: Oh, my gosh shelley if you do that, we want to hear back take a look at what shelley's put in there, so okay so here's our agenda this is how we're going to.

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Peggy Hoffman: attack this subject, if you will we're going to start by giving you some food for thought i've done a.

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Peggy Hoffman: Number of webinars and things for Chapter leaders in which we talked about different communication strategies and.

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Peggy Hoffman: The feedback i've gotten from those is that when I give them sort of the lay of the land of communication strategies and opens their eyes, so I thought i'd share with you some of the things that I have shared this past year and a half and trainings.

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Peggy Hoffman: Then we're going to have three successful formulas from three successful cr PS super excited for that and then it's all about the share after that all about the share.

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Peggy Hoffman: So, as we get started, I wanted to do a real quick poll and find out from you what is in your chapter communications toolkit so you're going to scroll down because this this has got a number of answers in it.

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Peggy Hoffman: we've talked about the the newsletter whether it's electronic or print i'm presuming most of ours are electronic now an online community do you have a listserv or something similar.

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Peggy Hoffman: Maybe it's part of your online Community or standalone do you have like on demand videos or do you do any kind of virtual or in person town halls maybe you have regular virtual meetups or check ins blast emails.

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Peggy Hoffman: I always love this I put in here one to one phone check ins outbound because I know we get calls in i'm talking about do you is part of your.

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Peggy Hoffman: Your part of your protocol to get out there a blast email, is what I would call an email that goes out to a group of individuals so you're not really you might have some personalization like dear Peggy.

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Peggy Hoffman: You might have a little note in it, but largely it's going out to a larger group, as opposed to the email that shelley you sent me the other day, where you said that'd be fabulous for us to talk in September.

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Peggy Hoffman: So that's that's that's how I kind of look at that.

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Peggy Hoffman: Castle rock Colorado where is Castle rock abby tell us in chat i'm sorry, you know me folks it's a squirrel thing i'm giving you an opportunity to answer.

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Peggy Hoffman: I got about 82% of you have weighed in any more any more folks want to just wait there we go just got to remind you that the pole is still up there south of Denver all rights.

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Peggy Hoffman: I love Colorado springs the zoo the garden of the gods and Denver is pretty cool too so excellent um okay i'm going to end the poll, so we can get going, I got about 87 86% of you have you coming on here.

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Peggy Hoffman: Okay, good lori I love this yes, you can absolutely drop things in chat that that really helps us Okay, so the, let me just show you the results so.

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Peggy Hoffman: Many of you have some kind of a chapter newsletter or a letter you're going to see an example.

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Peggy Hoffman: You could actually have two examples about that room talking about today online Community listserv on demand things looks like blast emails online community and.

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Peggy Hoffman: newsletter E letter are going to be the the top ones, but i'm liking seeing some of these other ones, so if you do on demand videos or you do.

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Peggy Hoffman: One on one to one phone check ins outbound or maybe a help desk go ahead and put in chat some of those.

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Peggy Hoffman: Some of those the ways that you that you're you're you're doing that, so we can need to build it the other question i'm going to ask is chapter leader online communities are oftentimes.

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Peggy Hoffman: Like deserts and so, if you've got one where you got a lot of conversation going on.

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Peggy Hoffman: Would you please throw in chat and we may tap you a little bit later on today to talk about that, so we can we can optimize what what ought to be a great peer to peer learning okay alright.

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Peggy Hoffman: So the we call this can anyone hear me, I mean i'm dating myself but that any any of you know, the 1996 Neil diamond song.

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Peggy Hoffman: Can anybody hear me is anybody out there can anybody hear me is anybody out there, am I, the only one okay it's all right i'm i'm used to being alone and it's and it's okay.

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Peggy Hoffman: Well, anyway, what I love about about the the song is this notion of asking the question can anybody hear me is anybody out there don't want to waste a night don't want to waste another good email.

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Peggy Hoffman: And that's why we wanted to be here today, we know that we spend according to many studies that you see somewhere between 70 and 80% of our waking hours in some form of communications.

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Peggy Hoffman: Now what's really interesting about that particular form of communications is that about 9% is in writing about 16% isn't reading about 30% isn't speaking and guess what the rest is anybody want to guess real quickly.

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Peggy Hoffman: Because there's only one thing left.

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Peggy Hoffman: listening and so here's, the problem is that if we're not listening effectively sometimes our communications are landing with a thought so anyway, I thought it was really interesting that almost 50% of our communications.

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Peggy Hoffman: Is in listening and yet that's the one skill, we probably don't don't spend any time learning.

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Peggy Hoffman: And what's really interesting is along this communication is happening, an email, in fact, it still ranks top according to export market and I found this amazing but I keep watching this.

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Peggy Hoffman: The recent survey, I saw said 74% of adults prefer emails 50 plus percent of emails are open on a mobile device that tells you something about how long your email should be 70% are open within six seconds of receipt.

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Peggy Hoffman: Only about one third of emails in North America are actually opened, though, so 74% say that they prefer email they're largely.

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Peggy Hoffman: opening an email that they think is going to be interesting pretty soon after they receive it, but they're leaving a whole lot on opened and that's because, according to what.

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Peggy Hoffman: recipients say is that only about 38% of the average inbox contains emails that are relevant or important so Belinda there is a really good.

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Peggy Hoffman: I think it's pretty good research and i'm going to find the link for you, that talks about communications by generations, I should have brought that into here, we will find it and get it out to you.

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Peggy Hoffman: what's interesting Belinda is email still ranks top for almost every generation, I think I could be wrong here, I think that the.

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Peggy Hoffman: The main reason is is because it's so ubiquitous and because still even after all this time of coven.

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Peggy Hoffman: Even our workplaces are still doing email because we're not finding that the some of the other channels are as efficient.

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Peggy Hoffman: Now you have to understand that we say email, we are largely talking about you know the written word text is a written word.

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Peggy Hoffman: And it is taking over in some regards for emails, particularly for certain generations and the phone in general is is is still a very popular.

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Peggy Hoffman: 78% of people who text wish that they could have a text conversation with a business, this is this is consumer facing but what they're saying is.

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Peggy Hoffman: You know what I wish I could just get on texting go back and forth I don't want to do the chat box.

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Peggy Hoffman: I don't want to go on the website i'm on the i'm on the run why can't I just do this conversation, as opposed to you just sending the promos right.

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Peggy Hoffman: Two thirds of customers still prefer to contact a business by phone right and 70% of workers say they keep their personal phones within eye contact at work.

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Peggy Hoffman: So email is king phone is is the Channel that's receiving the email most frequently but it's also.

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Peggy Hoffman: it's it's continuing to to push the levels here on text and other phone generated channels social networks, we cannot walk away from, we know that they are huge, we know that.

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Peggy Hoffman: That we that they continue to be overwhelming as communication sources.

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Peggy Hoffman: One things i've never seen and i'm going to just throw this out there to the to the folks in the chat and i'm going to ask, maybe.

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Peggy Hoffman: wes or Michelle Jennifer when you talk if you if any of this connects with you but i'm wondering.

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Peggy Hoffman: it's harder for us to engage our volunteer leaders on social networks and i'm wondering if that's because there is we don't have the influence or relationship.

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Peggy Hoffman: With them that maybe maybe that's The next thing for us to look at, but i'm finding that email and phone tends to be more effective, with their chapter leaders, but i'll let you guys weigh in on it.

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Peggy Hoffman: But anyway, you notice that one Stat if I ran back real quickly was the only 38% of the emails that they get are relevant and part of what I like to remind us is that relevance is the big issue.

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Peggy Hoffman: And if you're sending something like clockwork or you're sending the same message over and over again.

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Peggy Hoffman: Or if you're using the same subject line over and over again it's going to look less relevant and that relevance issue is what's going to it's going to it's going to bite us in the in the derriere.

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Peggy Hoffman: So we really need to deal with that that relevance issue we have all kinds of things we can talk to them about, but what is relevant at that particular moment in time.

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Peggy Hoffman: The other element is what creates relevance is conversation, and so the last thing I want to share before I before I unleash these three gurus on on the rest of you is this notion of understanding that.

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Peggy Hoffman: communications is a conversation, and if you want to be a conversation you're going to have to you're going to have to check the boxes off, as I say.

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Peggy Hoffman: So it's got to be that relevant what we just talked about remember that status at 38 so it's got to be something that they need to know right the moment or act on right in the moment.

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Peggy Hoffman: fyi don't do real well with busy volunteers right it's got to be receiver focused it can't be we want you to do this it's got to be.

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Peggy Hoffman: You do this and you'll get X it's got to be receiver focused it's got to be focused on what's in it for them, we know that, but we still write our emails out to some of our chapter leaders from the, this is what headquarters needs.

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Peggy Hoffman: Timely timely timely find out when your community is more likely to open its emails I did that, with one organization and we found out.

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Peggy Hoffman: And i'm thinking i've got this, I think I remember this right, it was like Wednesday evenings was the top open rate for.

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Peggy Hoffman: Their blast emails emails that went to Chapter leaders figure that out look at your online Community see when people are posting.

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Peggy Hoffman: it's timely because you want it to be it you want to be relevant in the moment but it's got to also be timely by their workflow because they're not waiting for an email from you.

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Peggy Hoffman: I want you to take the generic out and put the personal in where possible segment that communications, if this is something that's really relevant that's a push for really your.

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Peggy Hoffman: Your small chapters, then why are you sending it to everybody right if it's really relevant to a subsection of members and those Members are found really in these chapters, then why don't you sort of narrow it down.

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Peggy Hoffman: The the final thing is is is whenever you can is to invite a conversation and i'm going to give you kind of an example that I don't know that I I that's maybe it's a little bit of a stretch, but I think one of the cool examples of this is one of your crp shares today.

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Peggy Hoffman: went out in April with a thank you to her Thank you to her to her volunteers right and the flurry.

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Peggy Hoffman: of response back and the conversation that ensued and that listserv was well, it was it was fun to watch and listen and then build on each other.

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Peggy Hoffman: And it was really you felt like they were in a conversation they felt like they were in a hall hallway and it's that kind of thing, where the message goes out and says very cool things.

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Peggy Hoffman: it's the message goes out and says something that's personal and it comes from a personal space it's going to generate conversation, and when you've allowed that by putting that message in a listserv, for example, rather than a blast email you allow that conversation to ensue.

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Peggy Hoffman: I was just checking out we knows that blast emails sent via in forums, have a much lower rate than email sent yes Bingo Michael I have seen that at number of times i've seen that number of times.

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Peggy Hoffman: And so it's worth looking at those stats what's true for you might not be true for someone else.

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Peggy Hoffman: Or it might be true some of the time so it's kind of interesting so anyway.

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Peggy Hoffman: um what I want to do is give these these three individuals, a chance to share some top tips their homework assignment was to come up.

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Peggy Hoffman: Within about three to five minutes their top tips to share them and then we're going to get rid of the slides and have an open conversation now.

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Peggy Hoffman: Why did I pick these three individuals it's not that they have 100% success or the all their chapters are in full alignment or the even all of their chapters are at the same level of alignment or even that they're you know completely successful independently.

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Peggy Hoffman: But they have a currency and really good supply and that currency has allowed one of this group to be able to really.

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Peggy Hoffman: create a new chapter system another one to really push forward for an adoption of a technology that.

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Peggy Hoffman: That will be incredibly safe saving on both sides of the equation, and for another one to actually wrangle data.

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Peggy Hoffman: That they felt close to their heart in order to do a data sharing project that currency that all three of these individuals have is trust.

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Peggy Hoffman: And you build the trust through the communications, and so, because these three individuals, I have been able to be i've been at their side i've been like in the ringside seat to see them I know many of you.

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Peggy Hoffman: are very similar, and so I, but I want them to start the conversation, so we can begin to think about that now.

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Peggy Hoffman: What I want you to understand is that they you're going to hear some things in common to their approaches so listen to that if you hear it multiple times it's probably effective practice.

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Peggy Hoffman: But you're going to hear some things that are different listen to that also because you have to apply any effective practices it's through.

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Peggy Hoffman: Looking at through your own lens and that will help you to do that so as a way of a real quick, simple introduction for these three ones up first will be Michelle one of the one of the descriptions that to Chapter leader set of her is seriously, though, you are the wind beneath our wings.

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Peggy Hoffman: Jennifer will be coming up she'll be at the end of our of our pitch today, and one of the really cool things that was in a survey, so this was not asked for right, this was just her having an opportunity of someone being able to.

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Peggy Hoffman: Talk about her and what made their system successful the person said, well, she is an integral part of the program success, a tremendous asset I don't think it would be nearly as successful which she is a lever.

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Peggy Hoffman: And I sat in a room when our middle speaker wes was trying to close the.

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Peggy Hoffman: Chapter leader program off with a great big round of applause for his chapter leaders and they turn the tables on him and the applause was even deeper and more heartfelt for him.

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Peggy Hoffman: that's the reason why I bring these three to you let's start it off with Michelle champion.

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Peggy Hoffman: CA who joined camp in July 2019 and is currently the chapter relations manager now camp has close to 34,000 members 27 active chapters.

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Peggy Hoffman: And before joining camped she worked in lots of different note, and national, local associations from an education events marketing admin.

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Peggy Hoffman: volunteer recruitment, etc, what I think is really neat is because she is so involved as a volunteer on the regional council for Keller say he.

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Peggy Hoffman: And is the recipient actually of the of the Jerry Hayes McDonald staff achievement award she brings a fair amount of that into us now, when I asked Michelle she said.

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Peggy Hoffman: Peggy i'm on booked now fortunately she is able to join us in person, but she had already prepared an incredible video for us so here let's do this first and then we'll get her live later.

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Thank you for your continued.

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Peggy Hoffman: Today my going.

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Any old so i'm fine i'm.

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Peggy Hoffman: i'm going to stop it, because someone did just asked me to do that and let me try something one else, sometimes on the share I can turn it up by optimizing for the video clip so hang on one second.

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For them to proceed, and that there is a pattern to my communications so tip number one of five.

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When writing emails or messages i'm succinct but informative the subject line is descriptive but short, so I know they will open it, for example, one minute survey do march 9.

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In the content, I bowled important items I use bullets and I refrain from writing long paragraphs or covering too much in a single message.

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tip number two I think intentionally about how an item can be used in different ways, for example.

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Our annual welcome to the chapter board email includes not only congratulations, but also a staff introduction and a list of stating resources available to them.

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The tips of the month, email does not only contain tips deadlines and reminders rainbow position but it's also an opportunity for me to address specific concerns raised throughout the month.

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And laskey at the annual leadership conference I do a short presentation on way to find the resources available to leaders.

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I didn't record this and distributed to the chapter boards, so that the leaders do not only have access to the information all year long, but are also able to share the information with incoming volunteers.

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tip number three i'm responsive, but I do sit boundaries, for example, if i'm not in meetings I return emails immediately and answer calls I don't let it go to voicemail so Members know when they reach.

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out to me they most likely will receive feedback, while they're also working on the project, rather than a day or a week later, when they are no longer focused on the volunteer task.

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When possible and it's not always the case, I try to respond to emails and phone calls during office hours only, so I do not see the expectation that I am available 24 seven.

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tip number four save all important emails and notes for meetings i've created individual folders for each chapter, so if there are any queries I have immediate access to the email or conversations.

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And most importantly to number five team up with an expert, we are working with beyond virtual coaching sessions to assist some of our chapters struggling with Member leader recruitment development and engagement.

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This gave begin me an opportunity for a one on one with the chapter boards and created some urgency for the individual chapter boards to convene as a group, for these calls.

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We also had the opportunity to meet with and support individual volunteers and the project of course took on a life of its own with amazing results already.

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And I know the board and chapters are looking forward to the final report and recommendations and that's it from me over to you Peggy.

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Peggy Hoffman: Thank you, big round of applause for Michelle and thank you for that mentioned at the end i'd like to also mention that that is something that Michelle does.

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Peggy Hoffman: On a couple of different areas.

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Peggy Hoffman: Including they brought in a di expert to work with individual chapters, so that idea of.

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Peggy Hoffman: Bringing in other folks as a resource to your chapter leaders is certainly one I think many could take, but the other thing I really I really kind of gleaned on and and and loved i'm going to stop this share because i'm going to bring on my next my next fun person.

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Peggy Hoffman: The other thing that I think I glean from that is record keeping.

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Peggy Hoffman: Whether it's the folder that you've used or some way of doing it that ability to have that Intel on a chapter when you're when you really want to.

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Peggy Hoffman: focus on them and be able to solve their individual needs is fabulous so thank you and Michelle we will come back to you now i'd like to take us over to.

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Peggy Hoffman: To Wesley car now wes and I know each other actually from his days at wraps but back in December, yes he's one of those courageous folks who did that incredible job in the middle of a.

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Peggy Hoffman: job in the middle of coven but back in December, he joined a team of four other the ends of the Court and foundation, he is the chapter relations.

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Wesley Carr: director director.

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Peggy Hoffman: I realized I didn't write it down.

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Peggy Hoffman: So was is going to talk about first of all, comes from a structure where he shifted from a more formal to an informal chapter structure now he's doing more formal.

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Peggy Hoffman: But also, he is that they're there they're a federation their ground up, which is a really cool different way for for us to take a look at this communication so over to us.

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Wesley Carr: Well, thank you so much again really happy to be here and before I get started i'm just going to touch on a couple of things, I just want to.

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Wesley Carr: Double down on what Michelle said about bullets and highlights and emails I do, that I swear I do that exactly just because we want to keep their attention on what's important, and you know, and not all the other stuff so.

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Wesley Carr: I just wanted to double double down on that so so as you mentioned, I currently work for with an organization has 333 active chapters in North America we call them in.

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Wesley Carr: Each chapter has an executive committee with somewhere between six and sometimes as many as a team Members just on the Executive Committee.

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Wesley Carr: But Peggy mentioned rats prior to come into American into court that my previous organization had about 18 chapters that had.

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Wesley Carr: Three or four chapter leaders and maybe one or two that you know participated periodically the two structures were completely different.

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Wesley Carr: rats you know we did that the headquarters handle money that all of the logistics and stuff whereas now the role the relationship between chapters in the origins, the headquarter organization is dictated by charters and bylaws you know.

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Wesley Carr: filed with the irs is getting just completely different chapter structures on the number of people we work with, but the one thing wealth, was one of the things that is.

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Wesley Carr: Completely remained constant one of the biggest challenges is communicating effectively with Chapter leaders right we're trying to communicate that everyone hears the same message, so that everyone's on the same page.

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Wesley Carr: But it's really it's really difficult crp that's something we always try to try to work on and the other thing is what is effective changes is constantly changing it's always evolving.

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Wesley Carr: Often, because the things outside of our control like I don't know, maybe a global pandemic or something like that right so always changing the way we communicate so.

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Wesley Carr: I just want to touch on a few things that are kind of the kind of the Foundation almost like the building blocks of the way that I try to communicate with Chapter leaders right.

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Wesley Carr: This could be a blast emails this could be individual emails one on one conversations with people but it's just these are kind of the principles that I tried to approach so again i'm just talking high level versus passive.

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Wesley Carr: So number one first thing clearly articulate how their contributions affect the professional community.

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Wesley Carr: Volunteers want to know how they're what they're doing will have a direct impact on driving the mission of the organization.

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Wesley Carr: We all know that chapter leaders there's different motivations for why people contributing wider volunteer but at the same time.

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Wesley Carr: If you stick to the mission and always point to the mission I think again, no matter what the communications platform is that can be really helpful right.

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Wesley Carr: You can show them proof of how show them the proof of how they didn't they connect to the order to help them feel understood understand how we connect to the organization sorry about that.

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Wesley Carr: And while some volunteers prefer to hear a story a specific instance of house what they're doing or helping individuals.

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Wesley Carr: Others lead want to seem cold hard numbers, they want to see stats they wanted some data in the past, I kind of leaning towards the data because that's what worked with that particular set of Members that those particular volunteer.

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Wesley Carr: But you know we do, we would create infographics which shows number of hours number of programs, how many people that they are actually.

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Wesley Carr: affecting and that really we're not only trying to show what they're doing but we're trying to make them feel good about it right.

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Wesley Carr: But in my current role i'm still trying to figure out right i've only been there since December so i'm still trying to figure out, is it the story.

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Wesley Carr: about how we're affected the Community or is it the staff right, but the bottom line is show them proof to them how what they're doing is moving the needle of the organization.

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Wesley Carr: You should learn your volunteers preference right what works for them and try to communicate outcomes in that manner.

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Wesley Carr: second thing I just want to touch on real quickly in again and communication is volunteer to volunteer communication.

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Wesley Carr: that's extremely effective right whenever possible i've always tried to utilize volunteer voices to tell volunteer source right whether we're talking about video clip testimonials some other methods.

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Wesley Carr: Those volunteer volunteer communications, they often resonate much deeper where are my organization just had a Gala we do a black tie event Gala that celebrates.

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Wesley Carr: platinum chapters right we have this you know there's a lot of levels you all, do we have different categories.

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Wesley Carr: We were kind of struggling with what is this program, how do we want it with with program we want to have people stand and talk, but we after more exploration, we decided, you know what.

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Wesley Carr: we're going to put together videos of interviews with Chapter leaders, and so we just had our questions, you know when you get out of it.

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Wesley Carr: You know those traditional questions that really allow volunteers to share personal stories about what makes them what moves the Needle for them right.

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Wesley Carr: And it was it was amazing the videos were so well with me we've been getting responses or requests from Chapter leaders, they want to now put those videos on their on their website.

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Wesley Carr: So that other volunteers can can kind of see and and try to drama, but I mean the idea is to touch you know it's.

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Wesley Carr: I always think about the Maya Maya angelou quote i'm sure that everyone's heard it right people don't remember what you say, but they they remember has amazing paths, you make them feel i'm sure I murdered that.

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Wesley Carr: But, but the idea is.

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Wesley Carr: is really you know kind of scratching that itch is why people volunteer in the first place, what are we doing here right.

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Wesley Carr: And so the The other thing last thing I just want to touch on and then i'll move on and I know we're going to talk a little bit more having conversations.

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Wesley Carr: But you touched on something she talked about that currency right and she equated it to try and and to me, everything has to be built off of that.

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Wesley Carr: Whether you're sending blast emails to you know 16 chapter leaders like I do on a regular basis, or if you're sending.

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Wesley Carr: You know, having an individual conversation with a chapter leader, there has to be a certain level of trust that we're all rowing the boat in the same direction and I tried to create that trust.

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Wesley Carr: Through those small interaction, so you know as as as Michelle mentioned, you know, responding to to.

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Wesley Carr: Those those inquiries as quickly as possible, helping them through their challenges connecting them with other volunteers that have had similar challenges right.

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Wesley Carr: I really view my role as a crp as a problem solver it is to identify solutions that are chapter leader tasks.

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Wesley Carr: And that helps build that trust in that relationship so that, when they do see those emails coming through then they're more likely to open them read through them.

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Wesley Carr: They know in my emails and look at the bullet points and listen I like this, I mentioned earlier.

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Wesley Carr: But again, as I said, I know we're going to talk a little bit more specifically about tactics about how to do things, but those are just some things that whatever the platform, however you're communicating that's how I tried that's the perspective that I tried to come from.

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Wesley Carr: So, again, I will talk a little more, but I hand it over to Peggy and now let's Jennifer thought.

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Peggy Hoffman: Great Thank you Thank you West, and I want to just mention he what he one of the things he didn't say but that I have seen him in action do this is his his ability to say to a chapter leader.

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Peggy Hoffman: I don't know the answer, but let me get back to you that ability to still be responsive, not to put it off right but to be responsive and to end to be willing to say what what I don't know or or I can help it I even actually heard him at a.

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Peggy Hoffman: At a chapter in leadership one of his one of their leadership summits tell somebody know and I don't think that person, still today heard now so.

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Peggy Hoffman: it's really it's it's taking that moment, so.

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Wesley Carr: All in the presentation.

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Peggy Hoffman: And like I wish there were times, where I going to have like a you know, like a little recorder, I could have recorded clips clips are i've heard all of you say and you say people.

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Peggy Hoffman: Anyway, thank you, thank, thank you, thank you, thank you i'm going to bring up to the stage now Jennifer now she tells me.

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Peggy Hoffman: And I guess I can believe this and she's worked in nonprofits for over 25 years.

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Peggy Hoffman: Now you know it, she and I may have the same hairdresser I don't know, but she does live in Florida, and I think that that keeps her that keeps her little isolated a little bit younger, in any case.

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Peggy Hoffman: Most of the time has been with chapters and volunteers and what's really neat about her is because she's worked in two different primarily two different organizations.

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Peggy Hoffman: she's had the opportunity in both of them to create a chapter leader summit or symposium or academy she's different words.

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Peggy Hoffman: But really been able to say how do I be present and bring training to a group of individuals that gives them some peer to peer opportunity and I know that she's very proud of that, and i've seen that work.

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Peggy Hoffman: i've seen that work on a couple of different levels and it's it's really very exciting but she's going to bring.

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Peggy Hoffman: conversation, so let me stop talking and let her start talking.

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Jennifer Steffan: Thank you, and this is gonna be a tough act to follow Wesley and Michelle, but I feel that the.

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Jennifer Steffan: thoughts and streams are all the same i'm going to go into a little bit more sharing of how i've implemented some of these things, so I have four top tips, there are not any particular order of importance.

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Jennifer Steffan: And the one is that i've started tracking all of my communication sometimes we're not aware of how much we're sending them or how frequently or is it competing with other things that are going out.

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Jennifer Steffan: From the national level as well, so i've started a tracking mechanism of what content i'm sending pool it goes out to so that way I make sure that i'm making that content relevant that they want to look at it and not bombarding them.

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Jennifer Steffan: To Michelle so we talked about this as that's the consistency of response time my leaders know that I am pretty on top of it.

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Jennifer Steffan: I like Michelle I do break barriers, sometimes within our PR, but I think this is knowing your volunteers in your profession very well.

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Jennifer Steffan: A lot of our volunteers cannot do their volunteer work during.

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Jennifer Steffan: Work hours or on a work computer so i'm very aware that if i'm needing to get information back from them that I do have to make myself available that if they're online right now, responding that I want to be online right now with them to that's not for everybody.

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Jennifer Steffan: But I do believe in this them knowing how quickly they will get a response from me and then it won't sit for days I think that's important.

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Jennifer Steffan: I also think it's important to have consistency of communication methods and timing.

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Jennifer Steffan: I will talk about something I send out monthly they know it comes at the same time, of the month, it looks the same it's all new content, so they know to expect it.

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Jennifer Steffan: We also do quarterly leader calls, and I find it funny that.

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Jennifer Steffan: we've done them, so much so frequently now if they don't get the same date i'm getting email saying genuine is it so they know that consistency of something's coming, and I think that's important is that it's not all over the place.

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Jennifer Steffan: I think it's very important to make yourself available, I think that builds that trust it helps that i've been with an IDP for 16 years so i've been here a long time to build.

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Jennifer Steffan: Those relationships, where people can trust me and that they know they can come to me i'm now at a point where you get a lot of questions that may not be chapter related.

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Jennifer Steffan: But i've built that relationship, and I will tell them where they can find out who they need to speak to, so I think it's important that our volunteers and the chapters know they can rely on me and then I do make myself available to them.

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Jennifer Steffan: And I think the most important one is is this listen and have one on one conversations it's one thing to put out programs it's one thing to answer emails but to pick up that phone to do personalized emails.

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Jennifer Steffan: we're starting something new here we're we're going to work, one on one with every chapter every year through a dashboard program that we're doing.

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Jennifer Steffan: That I have time to sit down and you did this evaluation what's working what's not, what can I do for you.

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Jennifer Steffan: I have found that they are much more receptive in gate.

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Jennifer Steffan: accepting that information, giving me information that I need if I do this one on one and not in this big group setting so it's listening to what they need, and then having those one on ones.

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Jennifer Steffan: So Peggy I want to show up just show a couple example kind of gets in I think wes and Michelle covered in general kind of the same things, but I wanted to share two.

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Jennifer Steffan: Images of things that we're doing within this communication world and some tracking and some things that maybe have not thought of so we do what we call a monthly leaders in the loop.

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Jennifer Steffan: I saw some many of you mentioned this in the chat used to go out as an email blast it came from me people knew me it got opened, but I never knew didn't really get opened do they really click through all the hyperlinks in the bullet points that I put in there, so through.

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Jennifer Steffan: The national we use a platform called magnet mail through higher logic.

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Jennifer Steffan: And they wanted to, we wanted to change up the look of loot leaders in the loop, so it wasn't just an email kind of put it with within all our branding.

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Jennifer Steffan: But I had a lot of fears at first, because, are they going to read it, it wasn't that same email from me, and we are able to create it so comes from my email address so it's not just a general mailbox.

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Jennifer Steffan: But it allows some great things that we didn't have before, so I have a consistent look and I have three different sections of leaders in the loop one is the chapter essentials, that is, things that are specific.

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Jennifer Steffan: Specific for them in a timely manner forms or do your 990s or do the chapter awards program applications things that they need to have action on or be very aware of.

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Jennifer Steffan: things happening in their roles as leaders we do a mini section on.

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Jennifer Steffan: what's new with an IDP and we try not to make this a sales pitch I think that's, the last thing they want to see and all communications is that we're trying to sell them something that no GPS, putting out.

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Jennifer Steffan: But we want them to do is make sure that these are things we think their members would be interested in that they want to sign up for maybe we're doing a group registration for chapters for an event or something like that.

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Jennifer Steffan: And the third part is resource section, we have an online resource guide for our chapters.

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Jennifer Steffan: And this allows me every month to highlight something new, they got posted there if not highlight a section, so they constantly know there is a go to place to find resources to help support them.

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Jennifer Steffan: The great thing about this is that now, I can track what's happening so here, you can see it and i'm sorry it's a little bit blurry, but I can actually see how many clicks are getting.

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Jennifer Steffan: To each one of the links and, as you can see, we have a 59% open rate, which is very exciting so that lets me know that i'm not just throwing out anything.

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Jennifer Steffan: That they are reading it, it goes to as you see, almost 160 people, and then the click rate is actually 66 people clicked through everything to do stuff so.

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Jennifer Steffan: This may not be for everybody, or have something like this, but it certainly helps us know what are they gravitating to it makes sure that i'm staying current with the communications, I need to be sending to them, so this is a great way of tracking that communication.

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Jennifer Steffan: The next thing that we do as a communication is quarterly leader calls.

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Jennifer Steffan: All our chapter leaders are invited to these and each quarter we do them by a different subject matter if we are set up geographically by area, so we do that first.

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Jennifer Steffan: We have them by chapter size, so we can have discussions that chapters of 100 are not going to be talking about the same thing as a chapter of 1000 so we have those.

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Jennifer Steffan: by your position, so if you're a president or treasurer and then we just do random setups This allows.

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Jennifer Steffan: us to constantly having our leaders engage with other chapter leaders that they normally haven't learning new things, and what we started this year.

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Jennifer Steffan: Is a tracking mechanism and a report out for these this is really good internally for me as a chapter relations manager that i'm kind of putting my chapters into performance areas, highlighting a follow up that I need to do.

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Jennifer Steffan: This also gets recorded back to our Governing Board leadership, as well as our senior leaders within the Institute so i'm communicating with our chapters, but this is communication into staff.

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Jennifer Steffan: So we know that do they keep talking about our class prices are too high and is up sending too many emails.

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Jennifer Steffan: Some of those patterns, we may see and then we can act on them a little bit better so after each quarterly call there some type of report out like this that happens so that's been new for us.

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Jennifer Steffan: And last This again is just kind of my tracking so I send out my leaders in the loop I talked about what the content is the leader calls what we talked about.

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Jennifer Steffan: Whether we have a webinar you have an insight community, so we posted from the.

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Jennifer Steffan: edge up a subject matter and then any kind of beat blast emails that I send out one offs, if you will, of the leaders in the loop so again that's just shows my tracking communication so.

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Jennifer Steffan: I think, Michelle and was really talked about this fundamentals and here's a couple examples of actually how I implemented and and keeping into it and and tracking what i'm doing as far as communicating with the chapters yes.

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Peggy Hoffman: Great I mean i'm watching some of the chat and people are not only excited but they're asking for samples, so that is great.

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Peggy Hoffman: And one of the things that i've seen a couple people asked is, for example, your E letter and and michelle's got a very cool.

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Peggy Hoffman: A letter as well, are they archive is there any way that we can maybe share those samples so we'll get those answers and and and figure out how we can get that information back you one of the things that we suggested, when I was on the CP I was on the component relations.

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Peggy Hoffman: Council Section Council he longs ago but one of the things we had suggested at that point and everybody on the section Council.

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Peggy Hoffman: We put each other on our on our e letter list so that we were a small group of about I think 20 people that we were all getting each other's chapter.

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Peggy Hoffman: Communications talk about eye opening right, so I don't know the degree to which anybody here.

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Peggy Hoffman: You know, can do that idea or likes to do that idea but i'm going to stop my share here, but that certainly I think is a way also of us being able to share in the Community right is how do we, you know how do we, how do we help people get into the communication so.

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Peggy Hoffman: I just i'll throw that out there just just because that's the kind of things that I that I tend to do right just throw things out there, anyway, I totally love all the things in the last thing i'm going to mention is based on what.

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Peggy Hoffman: Jennifer what you were saying picking up on something that was said, is this notion of small and consistent communications it's it's being present at.

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Peggy Hoffman: The right moment but it's being present in a small unobtrusive and yet, and yet caring way and so.

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Peggy Hoffman: I love that you said that, but I think that tracking communications, can you imagine being able to do report if you are, if you have a direct supervisor or beyond that and say.

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Peggy Hoffman: and say so, for example, let's just say you really want to make a change into your chapter system, and you can say look look look look, this is what i'm tracking to prove.

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Peggy Hoffman: What what the the complaint or the concern or whatever i'm hearing, I mean, I think.

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Peggy Hoffman: That we think about how do we get and someone mentioned the beginning, how do we get our chapter leaders to open up our emails but the other question is, how are you using that communication feedback loop.

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Peggy Hoffman: In a way, that lets you create change in any of these processes so i'm going to pause here what questions does anybody on the webinar have for these three stellar communicators anybody have any questions, and I see that Oh, thank you Jen you threw into the.

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Peggy Hoffman: The chat that link mm hmm.

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Peggy Hoffman: Nice shelley, thank you for that offer and yes please, please.

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Peggy Hoffman: Great Thank you Sarah for for sharing yes folks that's share any additional questions for anybody I did see a questions that a question asked how many staff, do you have and Jennifer and Michelle our staffs have one mighty person.

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Jennifer Steffan: For 70 chapters yes.

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Peggy Hoffman: And wes wes you've got a team, but you've got a lot of chapters that you're working.

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Wesley Carr: With yeah yeah we have there are.

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Wesley Carr: Four director chapter relations each responsible for certain regions, you know and so it's divvied up until person my my portfolio, I think i've got 9697.

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Wesley Carr: And, but you know the good thing about, that is, we are all able to work together, the four of us right because.

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Wesley Carr: A lot of work happens over in chapters in California and often happens to my chapters in in Florida right and so we're able to share all the resources as each time we I create a resource that helped one of my chapters share with my with my other colleagues so.

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Wesley Carr: it's a lot, but it works, you know what I mean yeah it was excellent excellent.

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Peggy Hoffman: So somebody did ask subject line recommendations, and you know if you have a protocol looks like lori might have this protocol, where you start with a era, the beginning, after a while it's like well and one more Eric any recommendations from the three of you on subject lines.

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Wesley Carr: Do you want to go or.

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Michele Champion, CAE - CAMFT: I didn't get thank thank you ladies for me as i've mentioned in the video is keep it short keep it succinct make sure that they see what it's about damn time put too much in that line because they have a few seconds to read it.

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Michele Champion, CAE - CAMFT: And if there are any due dates put it in the email, so they know they have to read it today, or they need to read it by the next three or four days.

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Michele Champion, CAE - CAMFT: that's what I found if it's really and don't make everything urgent that's The other thing if it's really urgent say urgent but don't do anything urgent because otherwise they just ignore it, because you know how urgent urgent be then.

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Michele Champion, CAE - CAMFT: So what I found.

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Wesley Carr: Your comment in the chat there actually requested i've done that, as well action required requested or something of that nature so.

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Wesley Carr: He recognized that may be really yeah.

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Jennifer Steffan: I think short and sweet not too wordy and exactly what the subject matter is it just.

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Jennifer Steffan: Now that we do the the monthly leaders in the loop I allow that to kind of be a little bit of everything, but if it's one thing chapter required forms do that's what it is that's nothing else about it yeah exactly.

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Peggy Hoffman: yeah if you keep the email focus than the subject line is is going to be more it's going to be more compelling nine out of 10 times but.

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Peggy Hoffman: Just yeah let's let's do another plus one to shelly I mean one of the things that I try to suggest to folks is that.

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Peggy Hoffman: come up with a protocol it make it easier for you so maybe you know you you label every email either an fyi and Info update.

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Peggy Hoffman: or a action requested or vote needed right So if you do that, then you are letting people know that you recognize that there's a different purpose for every email so some some really good things there.

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Peggy Hoffman: i'm, but I do have to say i'm i'm really curious ever said that she asked she tries to use some humor in the subject line and I love some examples of that so either throw him in or her.

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Peggy Hoffman: raise your or raise your hand I would love to that and I think we have has to has opened, it has raised her hand hope i'm saying that name right so.

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Peggy Hoffman: we've got you live.

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Peggy Hoffman: But we can't hear you yet.

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Peggy Hoffman: looks like you're on mute.

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Peggy Hoffman: If you want to have to can you come up noon or answer your your question, or you could throw it in chat.

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Peggy Hoffman: Oh, it was a mistake, but we were super excited.

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Peggy Hoffman: Are you sure.

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Okay.

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Peggy Hoffman: But we're waiting forever to come.

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Peggy Hoffman: Back in any case, with some really cool and incredible.

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Peggy Hoffman: You more tips I do like that sometimes it might be, you know might be, it might be really cool to to do that to do the subject line.

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Peggy Hoffman: To put a little extra funding into a subject you know if you want to see some good subject lines.

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Peggy Hoffman: subscribe to.

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Peggy Hoffman: beth z's ilana he also subscribe to beth zz letter, first of all, it is a fabulous ilana right totally have to say that her subject lines make me open up So there you go that's that that's that's that's a person to certainly certainly do somebody also asked um.

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Peggy Hoffman: Let me scroll back, I saw this.

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Peggy Hoffman: How do you handle chapters that are unwilling to share their resources with their fellow executive directors so think about the q3 and.

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Peggy Hoffman: Let me know which might be might do it, I would say that one of the things I saw and I again I love picking somebody up I love I love picking something from somebody else.

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Peggy Hoffman: One things that they did because they had a hard time getting their folks to share is that they say, well, if you'll send it to me i'll anonymize it.

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Peggy Hoffman: i'll take out, you know certain bits of information so that it's the idea, not the not the actual that helped that particular Chapter I can't tell you which one I just remember sitting on a webinar and hearing somebody say that, but any suggestions West Michelle Jennifer.

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Wesley Carr: I just real quickly i'll jump in I haven't really experienced that directly, but I would say my initial response would probably be to try to connect those volunteer.

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Wesley Carr: Let them have a conversation right so that so that they can kind of work through that I mean you know, if necessary, I would I would sit in and facilitate but I may say.

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Wesley Carr: Well, if you're not willing to share the document or the resources, would you be willing to kind of talk it through with Chapter leader X and he have a calculator out to apply the concept of this.

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Wesley Carr: In your area right something something like that I think it would immediately come to mind excellent.

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Jennifer Steffan: For me, I recommend if i'm looking for a certain resource what I don't get response to is if I do a blast email and say i'm looking for sample X, Y amp Z.

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Jennifer Steffan: My the best response time is if, when we're having the conversation or we're on those leader calls and someone mentioned, they have X, I asked for it right, then, and there and then I can get it.

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Jennifer Steffan: that's how I usually build resources as one on one at that moment, and by the time the call is over, I usually have it in my inbox so I find that instant immediate time we're talking is easier for them to get it to me then.

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Jennifer Steffan: Trying to I needed bulk and asking everybody for a sample of something as a resource.

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Michele Champion, CAE - CAMFT: And I said.

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Jennifer Steffan: Oh.

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Jennifer Steffan: i'm sorry if I just look at we redid our awards Program.

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Jennifer Steffan: So our awards program our best practices and and you do win for having the best one, but we also load all the chapters know than anybody that participates all of their submissions become part of our resource library so not only are they.

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Jennifer Steffan: just getting the one award maybe but therefore it's a four page application best practice now gets rolled into our resource guide so they know they're contributing to part of that, and it may not be the win but it's a way of them to participate and show program that they're doing.

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Michele Champion, CAE - CAMFT: Did if i'm glad you mentioned that we do the same with our words program we call it the best practices guide and we.

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Michele Champion, CAE - CAMFT: posted every year, so it's on our website, they have access to it all year long and we you know continue different years.

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Michele Champion, CAE - CAMFT: But I do agree, and we have an executive forum meeting and quarterly where all the executive TEAM members of the boots need and.

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Michele Champion, CAE - CAMFT: And I found the are the same and if anyone asks for a resource they share right there and then.

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Michele Champion, CAE - CAMFT: And what I found is, the more people share the more others are suddenly willing to share.

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Michele Champion, CAE - CAMFT: So they see others are willing to share they do the same, it might take a while it might take two or three meetings but eventually they start cheering as well.

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Michele Champion, CAE - CAMFT: And the tips of the month, I do every month it's the second Tuesday of the month it's A newsletter that goes out to all the leaders.

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Michele Champion, CAE - CAMFT: And I have asked for templates there and I still get templates two months after the fact, they said Oh, are you still looking for it, I have.

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Michele Champion, CAE - CAMFT: time to do it now and then I saw accepted so it just depends on the time they have you know when they read it, or where they feel comfortable and sending it.

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Michele Champion, CAE - CAMFT: Back yes, with two piggies pointed difficulty anonymize it that does help because they feel so they want the personal information there's so.

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Peggy Hoffman: So i'm so I have to just do a quick shout out to ever apparently at the end of 2020 she's her email subject line was good riddance 2020.

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yeah.

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Peggy Hoffman: just got a couple of other ones there in the chat and, as you all know, we save the chat so so so for sure what.

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Peggy Hoffman: would give us your that but you know that is a cool thing to think about is, you know as we, you know as we think about how do we optimize our opportunity, sometimes it's being human right it's absolutely it's absolutely being taken, taking the you.

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Peggy Hoffman: play the human back into things i'm going to share my screen more time because I see the time that's, unfortunately.

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Peggy Hoffman: Getting past us and what I would love to.

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Peggy Hoffman: love to have you do in chat is throw in what will you try differently this coming year it's just yeah just throw it in there, and if there's any resources or whatever, that we can with it, we can wrangle from these incredible three folks we will do that, to be able to to share with you.

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Peggy Hoffman: You know communications is a is a well so it's it's it's a journey that we're all on and sometimes they fall flat and sometimes they they resonate.

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Peggy Hoffman: And just absolutely think that we can learn from each other and hear each other's successes as you saw all three of these individuals have very different scenarios they're working with, but yet.

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Peggy Hoffman: All three of them had the same kinds of ideas about messaging along this notion of small, to the point, frequent compelling one to one to make those connections, so that you can build that trust so keep that conversation coming in here.

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Peggy Hoffman: I want to do a big round of applause, can I get some help here for our three crp they were willing fish shared.

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Peggy Hoffman: Hope you guys can hear that.

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Michele Champion, CAE - CAMFT: Thank you.

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Peggy Hoffman: Thank you, thank you, thank you don't forget all of you that are on the call the chapter benchmarking report is still there, and there is a whole piece on there on communications and there are some some.

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Peggy Hoffman: Some stats you can look at and there's also some questions that you can get guiding questions for your chapters to maybe open up the communications portal there a little bit for you and, of course.

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Peggy Hoffman: You know bill highway and mariner here for you, we put these on a regular basis, because we're here for you.

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Peggy Hoffman: We will not be here for you in August, but bill highway will be there for you in nashville we will get this information out to you, we will see you.

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Peggy Hoffman: same place same BAT channel same BAT time same BAT everything in September and then plan to join us in October that registration list will come out to folks as soon as we have.

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Peggy Hoffman: As soon as we have a finalized, one more time of big hearty thank you from bill highway and Marin or to our lovely three see RPS who are communicating heroes see you all in September i'm not sure.

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Jennifer Steffan: Thanks everyone.

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Michele Champion, CAE - CAMFT: Thank you Thank you everyone, thank you.