In episode 18 of Mission: Impact, some of the topics that Carol and her guests, Shelley Sanner and Alanna McKee discussed include:
Shelley Sanner, CAE, MA, Senior Vice President, Industry Relations:
As senior vice president of industry relations, Shelley fosters knowledge-sharing and partnerships to promote innovation and excellence within the association industry. Her main areas of focus include identifying association challenges and trends and translating them into resources that benefit the community at-large. She also coordinates McKinley’s presence at events and within industry publications to ensure that we serve as a resource to the community on best practices and other insights.
Before joining McKinley in 2007, Shelley served as Membership Director at a higher education association. On a national level, Shelley has served in various volunteer leadership positions, taught courses and presented at many industry events. She has a Master’s in liberal studies from Georgetown University and an undergraduate degree from Juniata College, where she majored in French and education.
Alanna Tievsky McKee, MSW, Director:
As a director within the consulting department, Alanna leads client engagements designed to maximize organizational efficiency and mission impact. She brings a creative and thoughtful approach to each of her clients, combining skills acquired through her training and experience as a consultant, clinician, and coach. During her time at McKinley, she has nurtured an expertise in member engagement and retention, strategic planning, governance and staff and volunteer leadership facilitation.
Alanna has worked in and with the nonprofit sector for more than a decade and has supported nearly 100 unique associations as a member of the McKinley team. She is a social worker by trade and feels passionate about helping individuals and organizations solve challenges and reach their full potential. Alanna holds an MSW from the University of Pennsylvania with a concentration in nonprofit management and a B.A. in developmental neuropsychology from the University of Rochester.
Contact our Guests
Carol Hamilton: Welcome Shelley and Alanna to the podcast. Great to have you on today.
Shelley Sanner and Alanna McKee: Thanks for having us.
Carol: I’d just like to start out and for each of you, ask what drew you to the work that you do, what motivates you and what would you say is your why? Shelly, why don't you go first.
Shelley: I'm thinking of my colleague who is waiting for their CAE exam results right now. So that's probably top of mind but yeah, the CAE was really a pivotal moment for me. I passed the exam and I was in a large higher ed association. I realized that I knew a lot more after having taken the exam than I did before. I wanted to become more of a generalist and in a larger association, sometimes it's hard to grow and move up and have more oversight over areas. A friend and colleague of mine through ASAE reached out and said, ‘I think you might be interested in my company.’ And it was McKinley. That’s what brought me to McKinley 13 years ago.
Carol: Could you just tell people what the CAE and ASAE are?
Shelley: Sure! ASAE is an association for association professionals. So anyone working in an association at any level could join, and the CAE is Certified Association Executive, and it means that you've made a commitment to stay in the field. Technically it means that you have aspirations to one day lead an association, but a lot who passed the exam or take the exam, moved from industry roles to consulting like I did.
Carol: How about for you Alanna?
Alanna: Yeah! I took a fortuitous path to get to McKinley. I started my career as a clinical social worker, working with students in schools and ran into so many systemic policy issues that, at a certain point, I decided I needed to make change at a higher level. So I went into an association and worked on mental health policy. Eventually I heard about McKinley and really saw it as an opportunity to affect change of the world at an even higher level than I was doing at my job at the association. I'm a firm believer that associations make the world go round. They impact every industry and profession that we have, and I see my role as supporting associations doing their best work. So I'm really driven by my opportunity to better every profession or industry that I touch throughout that association.
Carol: So often I feel like I have to explain to people what associations are often starting like: well, what's the field that you're in? Then, so are you a member of an organization that brings everybody in your field together? Okay. Well that means that you're a part of an association. And if one were to fall apart, someone else would say, ‘shouldn't we all be working together towards common goals’ and they'd recreate it. So, what, what would you say since you've got that higher-level view of working with lots of different clients in the association space, what would you say are some of the key trends that you've been noticing over the last couple of years as you've been working with clients?
Alanna: Sure. So one, is this a real focus from the member standpoint on customer service and customer experience? I think this is a trend that we're seeing outside of the association space, but just generally in how we like to operate with the organizations and businesses that we buy from, or the restaurants we go to. I think Amazon has really created an incredible standard in terms of the customer experience. It is so easy to buy something from Amazon and our expectations as a customer or stakeholder. We want our association to deliver that same experience and ensure our website that the opportunity to engage in education, networking that we're consistently delivering a really strong customer experience with best in class customer service is necessary. So that's definitely one of the themes I'm noticing. Another would be that this previous approach of ‘one size fits all’ really doesn't work anymore. Our associations are becoming more diverse in terms of the stakeholder groups that are encompassed within an association. Those groups have very unique needs and preferences that we have to address. It's our responsibility to have a comprehensive understanding of the unique groups within our membership and deliver experiences that are meaningful and that support those groups’ needs to the best of our ability.
Carol: Shelly, do you have other observations?
Shelley: It gets to the heart of the value proposition. I think it's really customized because it's something people have created for themselves. I've been thinking recently about what I'm missing right now in my professional career and my professional development. It's the fact that I used to go to face-to-face meetings and, organically or intentionally, run into a lot of people I knew. That was the same network that introduced me to McKinley and got me my job. It's the same network that has mentored me, has supported me, has taught me things has really upped the game in some cases. I feel like this past year - and hopefully on into the future - there's been this renewed focus on humanity like that. We are human beings and people have really struggled over the past year. There's been more transparency around those struggles and honesty around that. There's also the need to connect with others, which is such a basic need, but it's something we realized we took for granted. I wonder, how can associations take the model that they have in place and this incredible ability to convene people, and through no direct action, connect people together just to provide a forum for people to meet each other. What does it mean to young professionals who don't have that? They're not going to face-to-face meetings and making connections with future employers or mentors or peers. What does that gap look like and how can association really get at the heart of humanity and get to the heart of the emotional or psychological challenges and struggles that people have and really create a stronger emotional bond and build that loyalty and that engagement with the association? I don't have an answer to that. It's actually something that's been in the back of my head, but it really struck me recently that I think there's something there because the associations are well poised to leverage that and strengthen that sense of community.
Carol: Yeah. But in terms of that humanization and being so limited now, in terms of only being able to connect people with people remotely through screens, through virtual meetings, the things that work that are hard to do and yet easy to do in terms of delivering content and information, and knowledge which has always been central to associations, has been able to continue and organizations where I participated in virtual conferences this year. Organizations did a great job of pivoting quickly to that. And yet all that hidden part, or maybe it wasn't visible because we hadn't yet missed it. It was that thing that suddenly was gone: the face-to-face meeting of the person that you meet at the cocktail hour, or in line for coffee, or all those kinds of things. In the virtual space, having to be much more intentional about how you help people create those connections, I think it can be done. I think it just hasn't - I don't know that it hasn't been created, I'm sure that there's somebody who's doing a good job in that already - but there are new tools or new ways of convening that need to be imagined so that that social aspect and that emotional aspect you're talking about can really be addressed and incorporated in a more intentional and explicit way, because I think that that desire to associate often comes from not wanting to feel alone in whatever struggles you're having in your profession.
Shelley: Yeah. And if I could give another example, because I realized there were two things embedded in what I was saying, one is that we're all individuals and that humanization piece, and then the idea of community and connecting. I remember doing a focus group - it was probably 10 years ago - it was for a healthcare association, extremely high-achieving medical professionals, doctors. I remember in the focus group a woman saying, ‘when this association first introduced a dedicated room for nursing mothers, my loyalty went up exponentially. And I knew I could continue to come to this meeting and it changed my whole sense of how this association understood and was accommodating and thinking about me.’
I think about that now with parents trying to work and be successful and continue to advance in their careers with their kids at home, struggling and trying to learn. Does the association acknowledge that formally to show that we understand that this is a challenge and then try to create a community of support or try to help solve those challenges for trade association. What's the future of the workplace? We're trying to figure that out at McKinley. Could a trade association help its members? Figure that out and come up with a few models. That's being able to rapidly adapt by paying attention and listening to what people really need as individuals or as a collective.
Carol: And I think that goes to something that Alanna said around that customization that people expect and that personalization of dialing into the subsets of membership. So the woman who talked about the organization having a room for nursing. She may not have reflected the majority of that association at that point, and yet it was meeting a need that she had. So it helped her feel more connected, and that sense of belonging.
Alanna: Shelly, your thoughts also crystallize another theme that I've been seeing, not only in the association space, but generally the world, which is that younger generations are really focused on what companies or organizations are doing to better the world. Tom's is a great example of that. The shoe brand that donates a pair of shoes for everyone that's bought. For those who are super bowl fans, you've probably heard that Coke and Budweiser and several other organizations are not having commercials to promote their products this year. They are reallocating that money to support communications around the COVID-19 vaccine. That is a clear way that they're taking a stand to say, ‘hey, we hear you world. And we're going to do our part to support our communities, to support the health of our communities and better the world.’ Associations are perfectly positioned to do that same work, whether it is, volunteer opportunities for members, or thinking about how their specific industry perhaps impacts the environment. It will be increasingly important that associations consider how they can not just support their specific profession or industry, but their communities, country, or world at large, because this is something that's increasingly important to their customer base and may make or break the decision to engage as a member or customer.
Carol: Yeah. And when you look at the research around what motivates people, having a sense of a connection to purpose and mission is really key. I think younger generations, they're just more willing to put that upfront where folks in the past may not have felt like they had the agency to say ‘no, I need that.’ Yeah. What’s Shelly’s perspective on that?
Shelley: I agree with that. I was thinking about one of the other themes that's all over the literature and people are talking about it quite a bit. It relates less to the mission of the organization, or the brand, or the position of the organization. And that's been fascinating to watch, which associations are in this incubator. Over the past year, the whole world was in an incubator. The world changed so rapidly and radically. I mean, we all knew something was coming at McKinley of course, we said, ‘there's gonna be another downturn,’ economists were saying that also, but who would have ever thought it would have looked like it did and that it would have had so many prongs to it that fundamentally changed how we lived our lives every day. We've been really fascinated by associations in their response to that. And associations are made up of people who lead or execute, and this whole idea of creating an association that is something different from what it is today. So I think that the majority of association professionals we might talk to would say, ‘well, we should be more nimble and we should be more diversified.’ And I think that that is certainly a lesson learned. I think sometimes there are pitfalls of categorizing it or labeling it in that way, because we know that a lot of associations that were really diversified in their revenue portfolios actually struggled throughout COVID because those non-dues products were not successful. They didn't see the same numbers or had to really reduce fees for them. There seems to be the shift back to the core membership and how important that is as a concept, but also how important it is to have some dues revenue, not 95% dependency on dues, but also not 95% dependency on a trade show and the sponsorships that come with a trade show and everything affiliated with that. Then the idea of a nimble organization. We're definitely seeing that. It's one thing to say, ‘let's be more nimble,’ but how do you really create that environment and create the processes to support that? In some cases, how do you create the mindset and the people who are leading it, or the people who are working for that organization. That's been fascinating to watch and there are certainly resources out there that help create the discipline around it. The characteristics of CEOs or other leaders that translate in the depth into that type of a culture. I think change management is a big piece of it. How do you actually move that organization in the direction more than just the systems you might put in place, but it's certainly the culture and the change management. And then creating a structure that can ensure that the organization can continue to adapt in the future as it needs to, there's a lot of associations that look very similar to what they did 20 years ago or 10 years ago. There's not a lot of impetus to change an association sector.
Carol: Also, structurally there's a lot of things that actually impede any kind of nimbleness or being able to change rapidly. It's almost like the purpose of the Senate: to slow everything down, like the distributed democracy or the board, the relationship between the board and the leadership team and all of those different stakeholders that you have to take into consideration just means that everything takes longer. It is something like a crisis that then enables organizations to rapidly move from one state to another, where there were a lot of organizations that had been doing online learning for the last two decades, but it was always a minority of organizations, maybe a small portion of what they were doing. And then suddenly everybody had to figure out how to do it.
Alanna: Yeah, this idea of being nimble and agile, it's just so important considering the rapid pace of change going on in the world today and the volatility of our markets and industries there. Shelly touched on. Some really critical points around the culture piece and change management. When we talk about that and McKinley, this idea of having a nimble culture, we're asking, are we empowering our staff to execute their role? Do we have a culture of risk-taking and inquiry? Those are the kinds of building blocks to create this culture of being able to execute your work and doing it efficiently and effectively. Governance is also a huge part of this as well. Associations are very good at having bylaws that haven't been touched in years outside of having more and more policies and regulations added to them. So it's a great opportunity to dust those off and see, we built systems that support rapid decision-making and change. Or have we created a system that slows us down and prevents that agile, nimble execution?
Carol: I really appreciate what you're saying about, it's easy to say ‘we should be more nimble. We should be able to move and be innovative and all of those things, big big catch words, but really digging into what are the behaviors, what are the mores within an organizational culture that actually supports that? Or does the opposite, right? If it's not okay for anyone to make a mistake and admit it, you're not going to have a real risk-taking culture then.
Alanna: And, in order to be nimble and agile and stay effective, your organization also needs to have a solid strategic plan. So I think that the idea of having a strategic plan has become increasingly important as well. Knowing what your organization's goals are for the next three years, let's say, and having a clear charge for staff volunteer leaders. Ensuring alignment from top to bottom, for those organizations that don't have a strategic plan and are saying, well, I just don't know that this is the right time because of the volatility that's going on in the marketplace. Rather pace of change. Well, strategic plans are also meant to be nimble and agile. They're not something that's set in stone and put on the shelf. They should be revisited quarterly or yearly to make sure that they're still appropriate. Given what's going on in the world around you, there's something that can be changed, but it's that guiding light that is going to unify the individual, the staff and volunteer leaders that work on your organization to ensure that we're all reaching that common goal. And for those organizations that do have an existing strategic plan that was perhaps created before the COVID-19 pandemic hit, it's time to dust that off and take a look and, and make sure that it's still appropriate. Given what's going on in the world around you, I've worked with a handful of organizations. That needed to take a hard look. And in some cases it meant new priorities and letting go of others. For some, it was that the priority, these didn't change, but how the association was going to achieve those priorities, that shifted the approach. And having that clear plan to guide the organization forward I think, is critical. Then having the systems in place to execute your work in a nimble and agile way rounds it out.
Carol: Yeah. I think there's a temptation to throw the baby out with the bath water with, well, it's, everything's changing so fast right now. We can't possibly do planning. But yeah, strategic planning is more about setting some intention, setting some direction, creating some parameters, and it actually does help to what you were talking about before of empowering employees. If they know what the whole organization is moving towards and they have clarity around that. Then they have more agency to be able to step into their role and really fully execute it.
Alanna: That's exactly right.
Shelley: It's ironic but, to be more nimble, you really have to be more disciplined.
Carol: Say more about that because I think most people wouldn't see those two coming together.
Shelley: Being able to have a level of nimbleness requires an upfront. Dialogue and investment of time and development of structure to guide that otherwise nimbleness could take you in a lot of different directions with people moving within their departments into different areas and interpreting things differently. So it's like creating the glue that will bind everything together and then really. Putting it all together and having it be more solid. And another way to look at this is the re-skilling of professions and industries. That advocacy is always really important to associations. I mean obviously, the lobbying that happens, the presence on the Hill, those fly-ins that associations have, where they bring their members together to meet with Congress is so critical because people feel marginalized in their roles or they feel like they are not getting their burdensome regulations, or they're not being acknowledged in the way that they need to be. I think about all the hiring that Amazon is doing, and particularly in the shipping and delivery area, it's guaranteed that those people are going to be out of work within the next couple of years, because Amazon is absolutely going to automate that. They're going to automate delivery. They're going to automate shipping and packing. And so what happens to those people who during a crisis, struggled to find work and maybe found that field and entered that industry and now are going to have to reinvent themselves. It absolutely happened for meeting planners. This year. So it happens within the association community, but then it's also happening within the industry and the field. And if an association is not tight in terms of its own focus and its own approach to looking at the products and services it's offered, it's going to really struggle to be able to lead the industry or the field forward as that profession changes. So there are two ways of looking at the importance of nimbleness and looking at the importance of being disciplined to get to the nimble place.
Carol: Yeah. And I think going back to what you were saying before, in terms of being involved in workforce development and thinking about the field more broadly, you're serving the field. How are you part of essentially leading the field and being ready for things that are coming down the pike and making those necessary changes? What would you say are some of the ways we've been talking about them? What about other changes that the associations need to make to really adapt to these trends that we've been talking about this morning?
Alanna: I'd say one is really making a commitment to leveraging data, to improve your organization's performance. That's everything from collecting market research to understanding the needs of your membership so that you can deliver that customized experience to collecting data, to inform your strategic plan and tracking your progress towards achieving your goals.
Carol: So, Shelly: adaptations that associations are having to make in light of these changes, in light of these trends?
Shelley: I definitely agree with Alanna. We haven't talked about inclusion and diversity, but I mean, how can we get through a conversation without mentioning it? And associations are struggling to capture that demographic information, not everyone wants to share it, but I think there's so much to learn from this whole DEI movement, because a lot that's happening around that. It has to be more than just a statement or pledge. It has to be action. Well, that's the case for anything that you promise to your membership or make a commitment to advance for them? Capturing data and thinking about a baseline. If an association didn't capture data before COVID, it would probably be pretty disappointing because you couldn't go back and see how things changed or you can't necessarily see action and outcome and how those might be correlated because of something that you did. So I definitely agree. The data is really important. Obviously the mental health aspect of our current climate and how leaders can continue to rally volunteers and staff. I read an article recently about managers and leaders really trying to get into the thick of it with their staff and their teams, because it's not going to be enough to say, Oh, we're going to get through this. Like people realize this is very prolonged. And even when it gets better, it's not going to be better in the sense of what we knew before. So how to adapt the approach to communication and transparency and engagement of a team and motivating a team. I think that's going to need to change. And then I would just say an association really needs to look at its systems and its structure and its business model. So again, like so many organizations just get burnout or excited about the next new thing. And if you take some of these trends, we're talking about coming into a nimble organization, or really having an impact around DEI or the value proposition and being more customer centric, like a lot was talking about. You can't just do that for a couple of months and then move on to a new trend. Those have to be really embedded within the organization. People need to know how to execute on that. There needs to be a spotlight on that and accountability around that so that the organization can really fully realize the impact of it.
Carol: Anything you wanted to add Alanna?
Alanna: Yeah. So I couldn't agree more now is that a time to really invest in the organization to ensure that you're able to capitalize on these opportunities and, and thrive during this challenging time. So making sure that your staff have what they need to execute their role, that the systems are in place to support them, that they have a clear charge that they have the resources they need. Governance is another really important area that I think often gets overlooked. Our volunteer leaders are critical to the success of our organization and how much time have we invested in ensuring that they can do their best work. So do they have the orientation and training? They need to understand their role and how they're going to support the organization. Do you have ongoing training to refine the skills necessary to execute their role? Do they have a clear charge? And are they being held accountable for the work within their committee or the work of the board? I did now, was it a great time to invest in those foundational elements of our organization? Because ultimately they are critical to the success of our governance and of our staff and ensuring that we're able to execute on all of the work that we've, that we've just described.
Carol: I think it's all about moving to being more intentional about those things, because especially as the face-to-face gathering together where those things might have happened a little more informally they, they need to be embedded and, and planned for without, without being able to rely on that face-to-face -- informal mentoring that might happen or other training that might happen.
Shelley: I was going to say, we don't necessarily need to include this, but I feel like I would really like to share it that last time it was at an HOA virtual board meeting. And it's just people from my community, the few who are willing to give us some time. And I, I really flipped my perspective and because the secretary probably talked for 90% of the agenda, And I thought, this is so relevant and familiar because we see it at McKinley with boards, and we can, it's really palpable when you go into a board meeting and you have. Individuals who are, have had a career of being highly involved in volunteer leadership roles, or they've been forced to really look with oversight across their own organizations, just by nature of the role versus those that haven't had a lot of experience to that. And it's no judgment on those people. They're just not as familiar. And if you step into board and there's a culture that's been set and you start talking about. You know the color of the table clothes or where you're going to take the next annual meeting. You think that that's your role to play? And so what Alanna said about board orientation, it's such a small thing, but it is like an essential thing to make sure that volunteer leaders know what they need to do. And also that they're set up for success because you're not going to be successful without having more information than an understanding of, of where you need to focus.
Carol: And I think so often organizations really focus on orienting people to the organization itself and the work, and they forget to orient board members to their role from a governance perspective. So that brings us to a close here. Normally at the end of each episode, I play a little bit of a game and just ask one random icebreaker question. Since we mentioned Amazon at the top of the episode, I'll ask this question. What was the last product you returned?
Alanna: That's a great question. I'm pretty sure that the last item I returned was a mattress topper. I have a wonderful mother-in-law. She is fantastic. She lives in Charlotte, North Carolina. And we drove down for the holidays so that she could see her new Grant's son. But her guest bed is very uncomfortable. And so we purchased a mattress topper in advance. We were so excited with ourselves. We finally got ahead of it. And in order that mattress topper, and we ordered the wrong size. So we had to shove that back in the box and send it back to Amazon. And that's, that's. The last thing I can think of off the top of my head.
Shelley: Well, first of all, I want to say that I just read an article about what happens to returns of major department stores or a place like Amazon. And it's actually alarming. That a certain percentage of it just gets destroyed, destroyed because it's not worth it for them to try to reuse it. So that makes me think twice about returning things. But actually the last thing I tried to return and was not successful doing was this polish for, I have like an aged bronze front door. I had my siding power wash this past summer. They didn't do a good job and they stripped some of the finish off of the front door handles and backdoor handles. So I bought this thing that had a great review online and it actually made the problem worse. Just return it out of spite. And there was some restriction around it so that they couldn't actually return it.
Carol: Yeah. That's often the challenge. Like they make it very challenging to do that, probably because of the reason that you're talking about, it doesn't serve them for you to return the item. So for each of you what's, what are you excited about? What's coming up for you and your work? What's emerging?
Shelley: Well, I have roots in membership. So when I worked at an association, I was in the membership department. And before that I worked with students on a college campus. And so I've always been really interested in that concept of serving. At McKinley, over the past year, we've definitely developed more content and more resources. And I just can't help myself. I have to think from that membership perspective, even though we're a consulting firm, how could we take more knowledge that we're gathering at McKinley and translate it into something that truly is public access. Anyone can benefit from it. And we also have it ourselves to archive because knowledge management is really hard in a consulting firm. At least it's been hard for us. People are out doing really good things and how to capture that and to share it across the organization. It's something that we're very aware we're not good at. And our staff tell us we're not good at it. So so yeah, I would say that's the future. How to develop more than resources for the association community.
Carol: How about you Alanna?
Alanna: I'm really excited about the fact that McKinley's taken a lot of time over the past several months to take a look inside and figure out what can we do better to support our staff. We have - I mean, I'm biased - but we have a phenomenal staff. We really have some brilliant, passionate individuals who work for the firm. And we've changed over time and recognized that our structure and some of our systems like I was talking about previously, just aren't allowing our staff to do the best work and and, and fully use their, their potential. So we're doing a lot of internal work to better support our staff and highlight the incredible intellect that we have. So that really excites me.
Carol: Yeah. I mean, oftentimes, so people don't see that as particularly sexy and exciting, but it's so fundamental. And then Shelly, what you were talking about in terms of garnering those insights across multiple projects to be able to see that next level of what's not just particular to one project that you're working with one client, but what are we seeing across multiple clients? So that's, that's exciting and something, I think there'll be a really huge resource to the field. So thank you both. So, thanks. Thanks a lot for coming on. It was great to talk to you.
Shelley: Thank you, Carol.
Alanna: Thanks so much.
Episode 10: This week we’re talking to Heather Yandow.
We talked about:
• What gets in the way of nonprofits hiring consultants successfully.
• Why an RFP process is often not the best approach to having a great experience with a consultant.
• The trends we are observing in this time of disruption.
Scenario Planning: An article describing the process from MIT Sloan management school
Heather Yandow brings more than 20 years of experience as an outreach coordinator, coalition leader, project manager, and fundraiser to Third Space Studio. She helps organizations with strategic planning, board development, change management, leadership development, and going from good to great. She has also served on the Board of Directors of Democracy NC, ncyt: NC’s Network of Young Nonprofit Professionals, and the Beehive Collective (a giving circle). She is also the founder of Nonprofit.ist, an online platform for nonprofits to find the consulting expertise they need.
Sponsored by Grace Social Sector Consulting. http://www.gracesocialsector.com/
Learn about the Effective Online Facilitation, 4 week group coaching program.
Episode 09: This week we’re talking to Carol Vernon.
We talked about:
Carol Vernon is a certified executive coach and principal of Communication Matters, an executive coaching firm that helps leaders and teams elevate their executive presence and communication skills in order to grow their impact. Carol was inspired to start Communication Matters after years of observing that doing your job well isn’t enough. Without executive presence and the ability to communicate effectively with diverse stakeholders, leaders can’t achieve their full potential or achieve the results they seek. Previously, Carol was the senior communications director at the National Cable and Television Association, as well as acting executive director of the cable industry’s education foundation, with both people management and budget responsibilities. Prior to that she worked on Capitol Hill and on more than a dozen political campaigns.
Sponsored by Grace Social Sector Consulting. http://www.gracesocialsector.com/
Learn about the Effective Online Facilitation, 4 week group coaching program.
Episode 03: Today we’re talking to Moira Edwards.
We talked about:
• how technology supports the work of nonprofits and associations.
• Moira explains the three levels of IT infrastructure that leaders need to consider and how an organization typically would apportion the budget to support those three levels
• the concept of the peace time and the war time CEOs come into play as organizations manage the quick shifts forced onto them by the COVID-19 pandemic.
Moira Edwards is the President of Ellipsis Partners and focuses on the impact of technology on organizational strategy. As head of Ellipsis Partners, she helps associations and nonprofits make smart technology decisions to create member value and support critical business operations.
Peace time vs War time CEO: https://hbr.org/2011/04/peacetime-ceos-vs-wartime-ceos
Mission: Impact is sponsored by Grace Social Sector Consulting
Carol: Welcome Moira. It's great to have you on the podcast
Carol: Just to get us started, tell folks a little bit about what drew you into the work that you do, and how you got to where you are now.
Moira: You know what gets scary as you get older? How much this spans decades rather than years; but I’ve always been an analyst of some sort, right out of college my first jobs were about finding problems and digging into them to find sometimes a software solution, sometimes a statistical model as a solution. Actually, the first job I had in the U.S. after I came here from Ireland, I was at the Federal Aviation Administration and I worked on the Land and Hold Short Operations Program. So what's fascinating about that is if you imagine any air course that has multiple runways, some of them intersect and the Land and Hold Short Program was that the larger aircraft would use the entire length of one runway and the middle of smaller complex Sesnas and things would land on a different runway and hold short of the intersecting runway. So what I did was I gathered all of the stopping distances for the little tiny aircraft and calculated what length of runway they would need in order to stop and safely land and hold short.
After that, I went to work for my first association and that was providing help-desk support to people who are using members who are using software that the association has actually developed. During that time is when it became really clear to me that technology is about people really, and truly. For our members to get value from the technology that we offered, it had to not just work for them, but it had to work for everyone involved in delivering it. So the developers have to say, ‘yeah, that software works’ and the people who offered support and the people who did the training and the people who mocked this, everybody all have to say; ‘yeah, that works well.’ We have this concept of an elegant solution that, when we were developing a new iteration of the software, we didn't want it to be like this old Victorian house with staircases to nowhere and lots of additions cobbled on that. We want it to be this really elegant, seamless solution that people could use. So I think I still do that.
I still try to help associations and nonprofits make really good decisions about technology and understanding what everybody wants to do. The members of staff, understanding the systems, fitting it with the organizations and their strategies and their capabilities, and making sure that the technology would work for the future and bringing it all together into a decision and a solution that everybody goes: ‘yes.’ You can almost hear the CyberKnife. Everybody goes, yeah, that works. So that's what I do. It's been an evolution along that path for 30 years and I get to do what I love. I consider myself so fortunate.
Carol: Well, I love your analogy of the old Victorian house versus the modern house with the essential elements really there, because I find that not just in technology and the technology infrastructure that organizations need to do their work well, but also in so many things that nonprofits do, they end up adding. It's like this Victorian house that's had lots of different additions built to it and no one ever stopped to say, ‘what are we actually going to get rid of and stop doing, before we add something new on,’ and I've gone over this, she's talked to me about those staircases to know where they’re forgetting to take it into a dead end in the software or in the process. It's very choppy and I think that sense of bringing it all together and understanding how the technology supports the overall goal, and also keeping up with technology because it changes, and if you don't change with it, to some extent you do that cost and stagnate and are kind-of trapped by it. So it's about recognizing all these cool new things coming out and figuring out how to use them. For many organizations, I would guess that some kind of technology investment is going to be one of their biggest investments in terms of infrastructure, some of their bigger projects, when you're helping leaders think about and move through one of those projects, what are some of the key things that they need to keep in mind?
Moira: When we think about how leaders use technology or work with technology. Sometimes I think it's really scary for many of those in a leadership position. I mean, in many ways, technology is as essential to achieving their vision as people as money. Right. It's just one of the things you've got to factor in. I think that for many leaders, they're thinking ‘I have this vision, I need to take a risk and I should, but I don't know how to use technology to do that.’ So one of the things we do is try and make this a little easier to understand.
We divide technology into three levels and the foundation, the basic level is technology is operations. So this is all about, ‘do things work? Can I send an email? Can I open a document and work on this? Do I have a laptop? Do I have a secure connection? Do I have the basic skills to run the organization and to do my work.’ that technology is operations, it’s foundational. It's about keeping the lights on and that's where your managed services provider is an absolute godsend, because this is very much a foundational operational support that you get from your managed services provider. There are certainly things you can outsource and, as a leader, you don't have to pay as much attention to it. Apart from the security aspects, you just need to make sure your managed service provider, the people who provide your desktop support, who would be your call center? They would probably provide your email solutions, they're probably the people who have put your servers out into the cloud. They're the people who crawl under desks and figure out what's going on under there. These days, most organizations do not have a server in a closet in the office anymore. They have a managed services provider who's taken over all of that for them, and it's great. As Reggie Henry says, no association or nonprofit should have a server on premise anymore. It should all be out in the cloud and managed by people who do this for a living. You can outsource a lot of technology operations these days.
The next level, if you're a leader and you're trying to think about the next level up is technology as service. At this level, you're serving your staff. Do they have the software they need to do their jobs in terms of running membership and offering events and doing learning. These would be where your enterprise-level systems come in, your AMS, your LMS, and you're also serving your members. Can they come to your website and do what they need to do easily and efficiently or is everybody doing a work-around, do you remember having to call in to get something done? Do your staff keep having to export things to Excel in order to get things done? If that's the case, then your technology as a service is maybe not working so well, but you can conceptualize that. Okay, I'm serving people and again, this is important to do, and you need to invest money in us because this is what makes you different to your members. This is why they come to you rather than any other organization, this is how they know they experience it as good service.
Carol: You used a couple acronyms and I just want to make sure people know what they are. AMS and LMS.
Moira: AMS is an “Association Management System.” So that's going to be a membership database, and it's also going to be the place where you run your e-commerce, maybe you run your login for your website. It's a pretty central ERP - enterprise, relationship, platform.
Carol: If an organization isn't an association, what would that typically be called for a non-association, nonprofit, that'd be IT customer-relation management or CRM, or some kind of donor relation management system something like that, and who you're serving as well, so that central database that holds all your essential information about the people you serve, the people you work with.
Moira: Exactly, that core operational database. You want to get that right, the elements of your learning management system. If you're offering any learning to your members, to your constituents, you might have a learning management system (LMS). Again, how do they experience your organization? Whether your LMS is smooth, easy to log into, easy to access, easy to see where you are in their learning progress, then they're going to have a positive experience with your organization.
So when we think about leadership having a vision moving forward, that really comes into that top level, which is [that] technology is innovation. So if you think about [it], we've got a foundational level of technologies [and] operations, making things work with a middle level of technology, a service really making things smooth and work[ing] well.
Technology is innovation where we sometimes think about taking risks, because here's where you might develop your own software to offer to members. Here's where you might really use design thinking to figure out what they need and how you can solve their problems. So at this technology's innovation level, you're really thinking about how you could serve your members or your constituents, your donors, your grantees in ways that they have not taught you that serves them before. That's where maybe there's some risk, but it's a smaller investment that perhaps might be 10% of your IT budget and it's also where you experiment, where you use the agile methodology or fail fast to go out. You try out something new, you get some feedback and you do a more interwoven approach to technology development so that each individual experiment is not a huge risk. That's how, as a leader, you can think about technology in different ways and decide where to devote your attention, where to devote your budget. Does that make sense?
Carol: Makes a lot of sense. When I did some research a couple years ago, just looking at how associations were approaching innovation, I saw when at most it was interesting and that most organizations really saw the field as not very innovative, but saw their own organization as very innovative and one of the three top projects that folks mentioned, that when [asked] what innovative thing are you doing now? Most often it had to do with technology, and then the other one that was kind of related, was doing some type of learning online. We're recording this in the midst of the COVID-19 pandemic and a lot of organizations are having to make a quick shift in terms of how they're working, how they're delivering services. Technology is undergirding everything that's able to move forward, but all those assumptions that you talked about in terms of those three tiers are coming into play in terms of, if an organization has never had a culture around remote work or any of those things, or not had the the technology to support it makes that shift particularly hard. I'm observing lots of steep learning curves with people in terms of different technologies that some of us have been using for a long time, but for others are brand new. So what would you say can help organizations as they're kind of confronted with this sudden shift that's happening right now?
Moira: Well, one of the things that you and I have talked about is how do you stay strategic? How do you keep yourself focused on the long-term when you're surrounded by short-term chaos and stress? I think that's a useful lens through which to see this because we are so frantic and I know [that] at times I'm panicked by it, everything that we're trying to deal with.
I'm going to point back to a blog post that was written by a guy called Ben Horowitz in 2014 but HBR, Harvard Business Review had picked it up and talked a bit about it around then. It's this concept of there being a war-time CEO and a peace-time CEO, and I know separate to whatever has ever been done. That's been used in the media right now at the time.
What's really useful about this concept is that a peacetime CEO is the transformation leader that we've all come to admire and established as the norm in leadership thinking. We are developing goals, we are creating strategic plans, and we're moving the organization forward in a very thoughtful, collaborative way with lots of emotional intelligence. That's your peace-time, transformational CEO. In contrast, the war time CEO is autocratic, decisive, commanding, and makes decisions. In fact, it can also be just the person we need in a time of crisis. The idea though, in this post is that we actually as leaders, need to be able to move between the two styles. So those of us that are running organizations and having to make that transition to a different way of working extremely quickly, we're out there being decisive right in the face of all of this movement, our events being canceled, having to change our revenue projections, having to readjust our budgets.
So we're being wartime CEOs and managing and responding and getting things done. I think what I would say to anyone in this position is that we need to craft ourselves a little piece of peacetime in the middle of all of that. So for me, that means just spending the time that I used to spend commuting sitting with some coffee, watching the morning sunrise, and letting some of this busyness subside and reading, maybe some interesting books, or just journaling out some thoughts about new directions, new ways to take advantage of what's happening and capitalize on what's changing rather than being overwhelmed by us.
So I think putting that little bit of peace in the morning has been very helpful, and turning off the news for that hour as well so that I'm not tracking the numbers of cases and infections as we are every morning. Another thing that I'm doing and I'm seeing others doing is carving out some time for learning for me and for my staff, because there's travel that I'm not doing, there are meetings I'm not going to because of the stay-at-home orders. So there are gaps of time in my schedule that I didn’t know were going to be there and using that time for some learning is a way to crack my brain open and keep us open.
When a part of me is just responding, and somebody can be reactive during a time of rapid change. Another thing I'm doing, or I'm starting to do, I would say is so I'm having a lot more check-ins with people like I'm at home and people I haven't talked to in months, we're suddenly having zoom calls and phone calls and people say, ‘how are you and what are you doing, and how are you coping?’ So in some ways we're having the same conversations over and over, but these are great opportunities to ask interesting questions of all these people. So sometimes I'll say to them, ‘so what has surprised you about the past few weeks that you didn't think would happen,’ or I might say ‘what has changed in your life that you think will not change back when this is all over’ or I might say, ‘what do you think the new normal would be like for you, for your organization, for the world?’ Having those conversations is also another way to keep my brain from just getting stuck in a reactive mode and thinking, keeping a vision of the future, and that could be a very different future coming up and thinking about how then we can, how are we going to act in that new chair, right?
Carol: Yeah, for me, it's been when I'm noticing myself getting hyped up where I used to be able to sit and read a book for hours. I haven't been able to do that in the last month. So it's much more, tapping into [a] meditative movement, so yoga and walking outside and talking to people while I'm walking outside and taking bike rides and all the things we're still allowed to do to just keep all of that energy moving through my body, to stay grounded.
I love those questions that you're asking. So I'm curious for you, what have you been surprised by in the last couple of weeks and what do you see as the new normal?
Moira: I think the thing that has surprised me is that this feels different to my normal way of working from home, and I think the element here is one around choice, and I think that's going to be an interesting conversation for us, in the coming weeks and months is around choice. First of all, when I work from home, I choose to, [and] now I'm somewhat forced. So that's got a different feel to us, but also what I notice is that when I'm in an office and I have my door open and people come and talk with me, I have very little choice in that matter. I mean, I can maybe close my door if I want no disruptions, I can keep it closed all the time when I'm onsite with organizations and I'm part of the office environment.
At first, I love it. I love the chance to chat to everyone, then after awhile, I realized that I don't have as much control over my schedule as they do. [Now] I'm working from home, and I think in this environment where we're all working remotely, people are going to have a lot more control over their workday because you're going to have to book time on their calendars and maybe you're going to use a tool like Slack or even a text to send them a quick question. They can answer that from anywhere.
I think we are going to come to expect more and more control and choice about when we work and how we work. I don't think that's a bad thing because I think one of the things that we find problematic about the workplace is the distraction where there's the distraction from the open offices and the noise around you, or the distraction of people dropping by, or whatever it is. I think having more control over when I focus on when I'm just available to be disrupted, it's actually great. I think people are going to push back against going into an environment where they can be so easily disrupted.
Carol: At the same time, one thing that I think people miss from when you're working remotely all the time is that sense of the serendipitous bumping into somebody, having a conversation at the water cooler, walking down the stairs that the fact that some companies have now built common stairs to force people to actually walk up and down and interact with each other. So I'm curious what you're seeing in terms of how people are building in some of that as they do remote work and how they might think about it if they haven't yet.
Moira: So I did a section for ASC, the technology conference many years ago, actually at this stage maybe six years ago, and it was about managing virtual workers and the remote workforce. When we did a survey of nonprofit folx and we found that the thing that mitigated a drop in creativity was relationships. If the organization found a way to foster relationships, then people found a way to be creative and have casual conversations. So maybe it doesn't work. Like when I think about Melissa Meyer and bringing everybody back into Yahoo, it's a huge organization. So maybe it's harder than larger organizations, but certainly in smaller organizations. There are ways to foster those relationships.
Yesterday, I was doing an online session and afterwards we had a virtual happy hour. So these are very common during the pandemic. Now people are gathering on zoom and having some sort of virtual coffee hour, a happier, conversational time. It was so powerful. I think it depends how many people are on screen. We have six or seven people at one time and it was. As good a conversation as I have ever had sitting around a table, chatting with people. I felt connected. Some of these people I knew relatively well, others not so well. I felt like I knew everyone in that conversation better afterwards. I would feel much more comfortable now whether it's picking up a phone, shooting a quick email, or using something like a sign to send them a good question because I feel like I know them better and I know how they would respond. So I think that's the thing to focus on in the long-term is building relationships and that comfort with each other so we can have those casual interactions with whatever means there is. Does that make sense?
Carol: Totally makes sense. I'm thinking of a parallel situation. I'm a member of a congregation and of course our services have gone online and we've had virtual or - I actually don't like the word virtual cause it's real, it's just online. Online coffee hours through Zoom, and what I've loved about it is that after everyone's in there and you've got the 50 people or even more on screen, they've randomly assigned us into small groups. So I've talked to people that I would never talk to in Coffee Hour. If it's a new person, great, it's easy to go say hello to them; but if that person's been a member for a long time, and you've never gotten around to actually saying hello. This is the easy way to actually get to know [them].
So it's been a great thing and a wonderful equalizer and community builder. It's been amazing.
Moira: Absolutely, and my meditation class has gone online now. That is so lovely to see a screen full of like 40 people on video with their eyes closed. That is supremely vulnerable,
it really is, it's lovely. What's so interesting, I was talking with the teacher and I was telling her what a great job she's doing. She's like, ‘yeah, I didn't know I would enjoy it so much.’ She is absolutely able to be present and really talk personally with us, whether it's a group or one on one with individual people during the session in a way that I didn't think was possible using an online medium. So I agree with you completely. Relationships and connection are very possible using technology today.
Carol: Yeah. I have had to immediately move to facilitating a number of long, multi-hour sessions from an in-person that were going to be an in-person and now moving them online, and for the one that was going to be a day long, I cut it in half. Because I just don't believe that you should inflict an eight-hour Zoom meeting on anybody. We had a really, really productive conversation and then the first group, they were a lot of people who didn't really know each other well, and just taking the time to - [and] we would have done this in person regardless, but taking the time to check in and then being able to use the small groups to move them around and you're really able to do so much with today's technology.
So wanting to shift into, again in this environment, a lot of organizations, their first reaction was to cancel all their events. How can, as they think a little longer term, like you're saying, keep that, while you're reacting, taking a moment to pause and taking that longer view, how might they approach actually moving some of those events online, especially if this goes on longer than initially anticipated.
Moira: I think it's a combination of being intentional and experimental. The intentional part is stopping and thinking a bit about what is important about your online event. So we worked with one organization where the most important thing, funnily enough, were the coffee breaks, because their attendees did not get a chance typically to meet, they kind-of came from two different fields. So the sessions were great. They would talk about the meat of the science that they were talking about, but the coffee breaks is where they would have the conversations. It's like these relationships we'll be talking about. So when they go online, what's really important to them is a way for people to chat. So breakout rooms and Zooms are our ideal for that. So understanding what are the critical things that make your event unique? Why do people come to your events? Having some focus groups, taking some time to gather requirements from your attendees, your members, your constituents from your staff, and can understand at least five high-level things about what you want to do, but you can then go and look at different platforms. Whether it's Zoom or video, you use your Learning Management System, cause they have a lot of interesting features, or maybe you go to one of the conference-capturing platforms with lots of different ways that you can do this, and you make sure that what you're choosing will support those critical needs. Then the experimental side is to really be open with your members and maybe you do an actual experiment, if you can, to try it out.
Maybe you think of it as a practice run, but the people will really accept what you're doing. If you're upfront, I've got the fact that this is an experiment rather than delivering value. So maybe there might be, either a no-fee or a reduced-fee, if you can swing it, because if you charge the full amount, he was going to expect the sole value. So how can you make this experimental, can you try a plea event with one of your committees? It's a real event, but we are planning to learn from it and by calling it an experiment you set expectations lower, people give you buy-in because they're willing to contribute to the success of this experiment. I’ve found that some sort of pilot or experimental SES really helps before you do the full offering, because don't forget you've gotten really good at doing your in-person events. You've had so many chances to perfect that, you have to go back and approach this with a fresh mind.
Carol: Yeah, and I think you might actually find that through those experiments, you learn some interesting things that you want to keep doing, even in the future or that there might be all sorts of unexpected benefits from going online. Not to say that face-to-face events won't happen again in the future, they certainly will, but I think the impact might be that things have to meet a much higher threshold to warrant a face-to-face event than they did before this, because people will realize that it is possible to do a lot of what we've traditionally done in face-to-face events online, and in some ways there's the pet peeve I've always had with conferences is the coffee hour, if you can figure out how you can reiterate that,
but I've often questioned, why did I bother getting on a plane to go and sit and listen to panels where there was no interaction, if you're not doing anything to facilitate, any kind of experiential learning and not to say that that's not possible online, it is also with planning, but if you're not doing that in your conferences, there's never been a reason for anyone to fly, except for all the extra things that happen in between all the things that you plan. It'll be interesting to see the longer-term impact.
Moira: That's so interesting because the great thing about a conference is [that] you meet people you would not have met. Otherwise you form relationships with people or you strengthen relationships because you're sitting, you're eating, you're drinking, you're having experiences together and you're sharing knowledge and experiences and time with people.
When we do surveys for our clients and they talk about ‘why do you join,’ the top reasons are often the information, the resources, the education. So people are definitely there for the topic and the speakers, but what makes them come back is the experience. And that experience is from how they felt and who they chatted with on the coffee hour and what that led to when they came back. I think you're absolutely right.
Carol: And so, with those experiments of trying to do some of this online, I think being really intentional, as you said, about what those main things that people are looking for are and how might we, not necessarily replicate, I mean, it's not going to be replicating, it's going to be different, but how do we foster those same or similar experiences, as people come together.
Moira: Right, because your online event is not just about putting a speaker or a panel in front of you, it's the interaction afterwards. So the educational session that we had yesterday, for AWTC - the Association for Women Technology Champions - which is this nonprofit that I'm on the board of. We had a speaker, she gave an amazing presentation sharing slides, then when the slides were over, but we stopped the screen share.
So the screen was full of the videos of the participants. We had a conversation, which was amazing, like a really good question-and-answer, give-and-take, back-and-forth. Then you went into a happy hour for anybody who was left, which is even more connective and informative. So we can share [and] we can make this technology support that, which is important within our virtual events.
Carol: Yeah, and same as before, it's always a tool, right. It's a tool to get other objectives done. So what I heard you saying before was [that] it's so key to figure out what those objectives are, what those requirements are. And maybe it provides an opportunity if you're going to be doing this differently, to have a different kind of engagement beforehand with members that you might not have had in a long time, if you've been doing a similar event year after year, to dig into what it is that they really need and what they’re looking for. What do they need now that's different?
Moira: This provides a huge opportunity and many of our constituents would have been resistant to some of the online technology, but now they're sitting at home, they're using zoom for their work calls, they are using zoom to have birthday celebrations with their kids and grandkids. So suddenly they've realized that this isn't that hard, or maybe the tools have actually come a long way towards not making it hard anymore. So there's less resistance. I think that we will experience our constituents going online because they now know what it's like.
Carol: So many people are familiar with the term early adopter and it's from - and I'm forgetting the guy's name, but I'll put it in the show notes - the innovation curve and part of the innovation curve. There’s a big gap between the early adopters and the early majority and something like this just pushes a lot of people over that chasm suddenly. It goes back to your original thing of choice of, in this instance, there's no choice around working from home. If you have the kind of job that's possible to do working from home, so then to use all these technologies that they may have said, ‘oh, I don't want to learn that.’ Or ‘that would never work,’ or ‘I could never facilitate that way.’ Or, ‘I could never have a meeting that way, it would never be the same.’ Suddenly it's like, ‘okay, well, are you just not going to ever talk to anyone again?’ Probably not.
So, seeing as we're coming to the end here, I like to play a little bit of a game at the end. I have a box of icebreaker questions, so I've chosen three and I'm going to ask you one of them. So, if you could meet any historical figure, who would you choose and why?
Moira: Oh, wow. I’ll tell you that sometimes these icebreaker questions, I find them difficult ‘cause I need about a second or two to think about them. Because a number of images of people have come to mind. I would have to say that it would be the Buddha. That would be the historical seeker I would love to meet because, of all of the different people in history who have changed history, given us great insights, I think the Buddha is probably going to be the calmest one. I would just like to experience that. I'd just like to be close to that and see what that felt like. I don't even know that I would necessarily talk to him, I would just like to see what radiates from that.
Carol: Just bathe in that calm, open presence as the enlightenment. Yeah, I’ve been doing more meditations recently and did one recently that talked about imagining that very calming presence, whether it's a relative, or an ancestor, or a spiritual figure. Then at the end being reminded, well you imagined that, so you have it within you. I thought that was a really interesting way to think about it.
Moira: That is, yeah, that's really nice.
Carol: So what are you excited about? What's coming up next for you, what's emerging in the work that you're doing?
Moira: Absolutely. I was sitting here today and I'm looking out my window. So from the little world that I'm occupying right now, which is my home, one of the things I'm excited about others are the leaves coming on the trees. And the days are getting longer because, in this world, in some ways we're stuck in place. It's lovely to look out the window and see spring and growth and life continue. So that makes me very happy and excited for the rest of the year.
From a work perspective, there are some experiments we want to try within Ellipse’s partners. As we look at the world and we're trying to keep ourselves open about how to do things differently in this changed environment. We're looking to try some experiments to connect people together, to share knowledge, because I really see that working. So that's a little exciting. We're figuring out what that will look like and creating new ideas is always fun.
I mentioned the AWTC - the Association for Women Technology Champions. I am so excited by that group. It's a group that formed, some of us had just met on a regular basis to talk about technology and life. So I'm one of the founders, but now we have expanded that and we want to bring the knowledge, the connection, the insights to the greater group of women who are working to promote and advance technology in their nonprofit organization.
We just became officially incorporated. We're going to file now for our 501C3 status.
Moira: We will now have the foundation too, the paperwork, the credentials to actually offer more education, more connection, more ability to advance women in the technology community and that's very exciting.
Carol: Awesome. Well, how can people find out more about you and get in touch?
Moira: Sure, the nonprofit that I talked about, AWTC, our website is awtc.tech. We use a cool ending, so I'd love you to check that out for us, for Ellipsis partners, our website is ellipsispartners.com E-L-L-I-P-S-I-S Partners dot com. Since I'm Moira Edwards, my email is email@example.com, and would welcome a connection with any of your listeners, it would be lovely to chat further, about anything we talked about today.
Carol: All right, well thank you so much. I really appreciate you coming on. I enjoyed our conversation.
Moira: I did too. Thanks, Carol.
Episode 00: My goal is to interview a variety of people who help nonprofit and association professionals do their work more effectively. I hope to learn from them.
I especially hope that our conversations will spark insights for you that you can apply to the work you do in your organization.
I am Carol Hamilton, nonprofit consultant and podcast host. My passion is helping organizations cultivate healthy, inclusive cultures that live their values, fostering learning, creativity and results. Find me at Grace Social Sector Consulting and download free resources.
Grace Social Sector Consulting, LLC, owns the copyright in and to all content in and transcripts of the Mission: Impact podcast, with all rights reserved, including right of publicity.