Improving Member & Staff Engagement with Community
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Learn how fellow Personify users are engaging members, committees, volunteers, mentors and staff by leveraging the partnership between Higher Logic and Personify. Your colleagues from three associations will highlight how member communities, staff intranets, volunteerism, mentoring programs and the use of community engagement data is enhancing the experiences of everyone who comes in contact with their organizations. Presenters: Adam Rosenbaum – Director of Information Systems, Council for Advancement and Support of Education Jeanne Martinez – Online Services Administrator, International Legal Technology Association Liz Messner, CAE – Senior Manager - Membership, Society of Petroleum Engineers
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Improving Member & Staff Engagement with Community
- 1. Improving Member & Staff Engagement with Community
- 2. Welcome! • Higher Logic + Personify = 47 mutual clients • Gold Star Integration • Established Single Sign On (SSO) • Pre-populated member profiles • Communities, committees, special interest groups controlled by data in Personify • Activity sync back into Personify
- 3. The Higher Logic Difference • Experience – 100,000 communities • >20 million users worldwide • Increase member retention • Overall membership growth • Content generation • Business intelligence at your fingertips “All of our other vendors are tired of hearing how they don’t measure up to Higher Logic! “ New York State Bar
- 4. Connected Community™ Core Features • Discussion Groups • Resource Libraries • Directories • Blogs • Wiki Glossary • Event Calendar • Mobile Web • Analytics Optional Modules • Content Manager (Microsites, Event Sites, Intranet) • Mentor Match • Volunteer Central • Speaker Bureau • Event Manager • Event App • Community App “Our integrated approach has increased prospects by 100 % .” IPWEA
- 5. Personify Customers Adam Rosenbaum Director of Information Systems The Council for the Advancement & Support of Education rosenbaum@case.org Jeanne Martinez Online Services Administrator International Legal Technology Association jeanne@iltanet.org Liz Messner Senior Manager of Membership Society of Petroleum Engineers lmessner@spe.org
- 6. Quick Poll What is your greatest membership challenge?
- 7. Adam Rosenbaum - CASE • Director of Information Systems • CASE Communities, community.case.org • 150,000 customers • 16,000 organizations • 62 committees • 100 staff • 4 offices plus my house
- 8. Staff Intranet –What it was • Homegrown over many years • Static • Rigid • Access and updates required IT support • One way communication
- 9. Staff Intranet –What it was not • Interactive • Up to date • Managed by subject matter experts • Relevant to our international offices • The same tool we are asking our members to use/master • Engaging
- 16. Implementation Experience • Adoption is coming along • Updating profiles • Posting discussions and library resources • Board/Committee roll out • Volunteer groups roll out
- 17. Jeanne Martinez - ILTA • Online Services Administrator for over 13 years • Manager of ILTA’s Connected Community • Online public social media presence • ILTA’s Connected Community, connect.iltanet.org • ILTA’s Career Center, careers.iltanet.org
- 18. ILTA Background • The International Legal Technology Association (ILTA) • Professional Association with 18 staff and 250+ volunteers • Membership is at the entity level and benefits/access flow down to employees • 1400 member organizations in 35 countries • 17,000 Active User Accounts
- 19. ILTA Background • Currently on Personify 7.4.1, upgrading to 7.5.x in fall 2014 • Higher Logic (Community) • HighRoad Solution (Marketing Emails) • Boxwood (Career Center)
- 20. Building Community • Close to 50 communities • Majority are topical based communities that members can join • Additionally the community will have: • Community automation • Communities created, members added & auto-subscribed based on 1) committees in Personify and 2) event registration in Personify
- 21. Creating a Master Calendar • Direct export of events in Personify into the HL community. • Structure includes registration link on HL event will direct them back to Personify ebiz shopping cart with event in cart after clicking register
- 22. Reward and Recognize Digital ribbons created and assigned to member profiles based on: • IMS roles coming from SSO (community memberships) • Can be applicable to both individuals and companies
- 24. Our End Goal: Engagement • ILTA’s Connected Community writes activities back into Personify • Write back builds awareness and increases data • Write back provides a better picture of member interactions • Examples on the next slide
- 25. Tracked Activities Boxwood Highroad Higher Logic
- 26. View Activities Data Analyzer Reports
- 27. View Activities CRM360 screen
- 28. The Future is Bright • 7.5.1 upgrade • Customize engagement points for activities happening outside of Personify to get an even better idea of who’s engaging with the association.
- 29. Liz Messner, CAE, IOM - SPE • Senior Manager of Membership • 124,500 members/135 countries • Individual Membership Organization • 425 staff members • 7 offices • SPE CONNECT, connect.spe.org
- 30. SPE CONNECT • Powered by Higher Logic’s Connected Community • 600+ Communities; 100+ Microsites • Personify 7.33/7.5 in August 2014 • Results Direct • Informz • CommPartners • Use eMeta Higher Logic & Personify = Best of Breed Partners!
- 31. Member Knowledge Sharing 7 primary technical communities • Member technical interest area held in Personify • Auto-subscribed each member to at least one technical community • Communities range in size from 3,000 to 20,000+ • Join/Unjoin managed in Personify
- 33. Engagement Stats • 25% of members accepted Terms of Use in 2013 – 31,585 • Unique contributors to discussions – 2,218 (7% of active members) • Different groups, different purposes • Average number of views of a library file in a Technical Community is more than 43. • This indicates that we have a lot of “lurkers” • Full Time Community Manager in March 2014!
- 34. Volunteer Collaboration • Communities for: • Standing Committees • Meeting Committees • Section & Chapter Officers • Award Selection Committees • Committees in Personify drives community creation • Create committee in Personify • Add members to committee in Personify • Members get access to communities in Higher Logic from unique committee codes Personify Committee Module
- 35. Microsites & Private Communities • Microsites for local sections (chapters) • Local section also has a community for officers-only • Host 106 of 190 sections websites and growing • Discussions not allowed on Microsites • 5 site color schemes provided • Customization possible • Features: Ads, event registration, document libraries, local directory, calendar, etc
- 36. Microsites & Private Communities Members Assigned to Section Community by Personify
- 37. Microsites Officers Directory is Auto-Populated Thanks to Unique Codes in Personify
- 38. Mentor Match • Members hand select their mentors • 8 year history of eMentoring Program • Wants: • More modern feel…social • Administration ease • Scalable platform • Easy access resources • Currently documenting requirements
- 39. Speakers Bureau • Soft launch to speakers June 2014 • 80 speaker profiles so far • Speakers NOT vetted by SPE • Unique Terms of Service www.spe.org/volunteer/speaker-source
- 40. Suggestions for Success • Follow best practices from Higher Logic & Personify • Learn from • Beta test • Enlist your early adopters • Give them assignments • Solicit feedback • Communities need care and feeding
- 41. Discussion
- 42. Keep in Touch! Adam Rosenbaum Director of Information Systems The Council for the Advancement & Support of Education rosenbaum@case.org Jeanne Martinez Online Services Administrator International Legal Technology Association jeanne@iltanet.org Liz Messner Senior Manager of Membership Society of Petroleum Engineers lmessner@spe.org
- 43. Thank You! Paul Wehking Senior Solutions Advisor paul@higherlogic.com 202-803-6144
Editor's Notes
- Welcome everyone to today’s webinar “Improving Member and Staff Engagement with Community & Personify” featuring three of your association peers who utilize Personify and Higher Logic to manage and engage members and staff and really improve the overall experience of both. I am Paul Wehking – Senior Solutions Advisor with Higher Logic and I will be your host today so thank you for joining us! Today’s webinar will be 45 minutes in length with the last 5 minutes reserved for Q & A. Please use the Questions feature in your GoToWebinar tool bar to submit questions.
- So… a little background on the ongoing partnership between Higher Logic and Personify that has been in place for over ten years. We mutually serve 47 clients – have a Gold Star integration that only a handful of vendors have and also write engagement activity back into Personify to provide a true 360 view of member activity and the business intelligence that goes along with it.
- Our mission at Higher Logic is to bring like-minded people together in secure communities designed to enable valuable connections and interactions among members, ignite knowledge sharing, drive content creation and improve performance. We power over 100,000 communities with more than 20 million users worldwide. Our clients report a surge in member retention and overall membership growth after implementing our tools. What also interesting is that many view their communities as content generating machines that produce content and valuable business intelligence about members and the industry that they are in. We help our clients be successful with the tools and have a 98% retention rate year over year with our clients.
- So…what your going to be hearing about today is success that organizations have had using various components of Connected Community. The left hand side labeled “Core Features” is the suite of functionality that every client gets. Clients can add the optional modules such as Mentor Match, Volunteer Central, Speakers Bureau and the mobile apps as they see fit right at the beginning or down the road when they are ready.
- So let’s meet today’s line up of presenters:
- Pulling content out of Personify to build … community
- Samples of an Individual’s Profile with ribbons and a Company’s Profile with ribbons
- Having a better picture of member interactions with the association (as well as the areas they aren’t interacting) can only help us continue to improve that engagement
- We’re pulling back activities (into Activity Tracking) for Higher Logic, Boxwood and HighRoad. Examples of some of the activity codes setup
- Each of the third party platforms have their own built in reporting – but pulling activities back INTO Personify allows us to report on ALL of them with regard to an individual
- Each of the third party platforms have their own built in reporting – but pulling activities back INTO Personify allows us to report on ALL of them with regard to an individual
- No member created communities
- No member created communities
- Our communities are Database Driven communities—all controlled by Personify
- Page content is set up by Personify. Join/Unjoin process is driven by Personify Log into the communities, click “communities I can join” and it takes you to the proper page and keeps you logged in Only the header title is hard coded; all else is Personify Set Up
- Fantastic tool—serves as committee archive using the document library; allows discussion threads instead of endless emails; ensures members can reach each other even if contact info changes B/C email is picked up from Personify
- Members are auto-assigned to the local section they have selected in Personify (join/renew/member profile) Section officers are auto-assigned to their private community by volunteer code in Personify Committee Module
- Created as a direct request of local leaders Open to members and Non-members to complete profiles Searchable only by local section/chapter leaders
- Just after we close, you will get a survey about today webinar and we’ll also distribute the presentation deck to all participants… and if you would like to connect with the speakers on anything in their presentations, they have graciously made their contact information available for you. Also those who are gathering CAE credits – you will get an email from GoToWebinar that is your proof of participation. Print that out and retain for your records as we do not keep those on file. With that, thank you all very much for attending and have a great rest of the week!!