Elevating Engagement with Amanda Kaiser
In episode 68 of Mission: Impact, Carol and her guest, Amanda Kaiser discuss:
Amanda Kaiser is a member engagement strategist and author of Elevating Engagement: Uncommon Strategies for Creating Thriving Member Communities. As a researcher, author, and co-creator of the Incubator Series and the New Member Engagement Study, she is at the forefront of exploring how member and attendee engagement is rapidly changing within professional communities.
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Carol Hamilton: My guest today on Mission Impact is Amanda Kaiser. Mission Impact is the podcast for progressive nonprofit leaders who want to build a better world without becoming a martyr to the cause. I am Carol Hamilton, your podcast host and nonprofit strategic planning consultant. Amanda and I talk about engaging members especially in today’s shifting realities. We explore why organizations need to shift from solely focusing on the value they provide and give equal emphasis on the experience they are creating, why focusing on how people are feeling at each stage of engagement is so important, and some simple things folks can do to improve the experience of their members and volunteers.
Welcome, Amanda. Welcome to Mission Impact.
Amanda Kaiser: Thanks, Carol. It's so great to be here.
Carol: So I'd like to start out with a question around what drew you to the work that you do? What would, what would you say motivates you and what would you describe as your why?
Amanda: Oh, that's really interesting. I feel like, as a recovering marketer, I need to have that one pithy sentence, but I don't, I'm gonna go on a quick ramble here. My career journey is really squiggly like everybody else's. And, I started out at Crayola. And then eventually moved into my people, which is the association community, and, and worked as a director of marketing for a national association and, and loved it. And while I was there, I wanted to do a bunch of member research and we didn't have the budget and the, the CEO at the time said, well, you call our members and you talk to them, which I was really afraid of doing at the time. But the more, the more I talked to our members and interviewed them. The more I started actually loving the work. So I opened a qualitative research agency for associations and conducted about 477 interviews, about 33 research projects, and I love that. But the thing that kept drawing me was the importance of member engagement every single conversation, no matter. The type of association, , the, the, whether it's professional or trade and where people were at their career level. But every conversation kept coming back to member engagement. And the more I thought about it, the, the more I wanted to just move into what is member engagement? How and why it doesn't work sometimes and why it does work sometimes. And, and that's that, that's kind of. Sorry that was a lot longer than a short squiggly answer.
Carol: Well, our careers are long. Are long and squiggly, at least mine has been. So, yes, definitely appreciate that. And I mean, building on that interest in, in member engagement, you recently published a book called Elevating Engagement on Common Strategies for Creating a Thriving Member community. What would you say are some of the common mishaps or mistakes that you see organizations making when it comes to their member engagement?
Amanda: Yeah, so I don't think that associations are alone in this. I think it's happening at organizations and just about every single industry you can imagine from the really, really big ones to the really, really small ones, and that is so there's a formula for engagement, and the formula is value plus experiences equals engagement. And for decades now, I think we've been all banging the drum on value. We've got to have the right value proposition. Our value has to change with our members' needs. We need to be able to communicate value. We need everything's value, value. And man, we've all been leaning into that really hard.
And the thing that is the biggest opportunity for us now is to start I don't know, imbuing experiences into all of that wonderful value. So yes, we're, we're, I think the biggest opportunity is for associations. And not just associations, everybody, but associations we're talking about today is to really start punching up the creation of positive experiences for our members.
Carol: And I have folks who are in more traditional nonprofits as well as associations in the audience. And I think, but I think the same principles really apply, maybe you have a membership program, but maybe it's you're, you're. Your volunteers that you're trying to engage or, or different constituencies that you're trying to engage and, and thinking about those in different ways. Can you say what you, you talked about the equation of value plus experience and I can imagine, thinking about, of my experience of being inside organizations. Yeah. It was all about, what, what. What's the next conference gonna look like? Who's speaking? What's the next white paper that we're publishing? What's the next course that we're rolling out in terms of workshops or training or e-learning? And so very focused on content delivery, on knowledge helping people increase their skills, their knowledge , and I think I was on the learning side when I was inside the organization, so we did approach, experience somewhat from the lens of trying to incorporate adult learning principles into the whole thing.But I, I don't know that we put it front and center. So I'm curious how you see, like, how is that different? How, how would people know? , if we're gonna have those be more equal. What does leaning into experience look like?
Amanda: Yeah, so everything you just mentioned is critically important. we, we need to have the, the learning and we need to have the keynote and we need to have the hotel, and we need to have all of that when I'm talking about experience, there's so let's just, cuz we're talking about events, so let's, let's just talk about one of those places where you can add an experience that maybe people get and sometimes maybe people don't get. It might be inconsistent. And that is at the registration table. So for really big conferences there's huge registration booths and like a whole lot of lines. And then for maybe a small conference or a chapter, you see the registration table, and sometimes when we're working behind the registration table, we're trying so hard to get people their badges and their bags and their, and their programs really quickly that we just, we're just, we're doing the transaction. We're just trying to get everybody served. And, and the experience part of it is, can you, can you do it with some small talk? And if you can't even do it with some small talk, that's totally. Can you at least do it with a smile so that, that's, that's one example of how you just add in an experience in the course of doing everything else that you're doing. And there's, there's other things, you know associations and nonprofits, they do have these fleets of volunteers, whether you call them a volunteer or not. And, and so another thing that you could, that you could do that's relatively easy is you could say to your speakers, let's say you've got 50 speakers. For the time that they're at the podium or on the stage in, in a way, they're sort of speaking for the association and you can say to them, Hey, we've got a member culture, or We're trying to have a member culture that is. Open and generous and kind and enthusiastic and energetic. And can, can you, can you try to model that? Just try to, keep those, keep those adjectives, keep those emotions in, in your brain, and as you're speaking, just try to model that. And, and I think a lot of your speakers would, and that's just, one, one more away. That, that you can add some experiential stuff into the stuff that you're already.
Carol: Well, and you named having a member culture and people and someone being able to name even what their intention is around that. And I don't, I just wonder how many organizations have even spent any time thinking about what member culture do they wanna cultivate?
Amanda: Yeah. So we are all about talking about STA staff culture, but communities have cultures too, right? Members definitely have cultures too. I think there's a, there's a couple of ways to, to get at that. And one of the things that I love to do is I love to sit back and say, okay, so at each of the member stages, how do we want our members to feel? And so, you can, you can do this at a staff meeting or you can do it at a board meeting. You can say, hey new members are joining and at the one year mark how do we want them to feel? Or the day after they join, how do we want them to feel? And, answering that question will start to help you get not only that experience, but also the culture part of it. Because, because in order for us. To have the feelings that we want them to feel, likely there's, there's a, there's a, a culture that is supporting that, and I guess some, some, some examples of when I, when I first glommed onto this culture idea was when I did a bunch of research with chapters, so chap members of chapters, and the one story that kept coming back to me over and over and over and over again. I'm a brand new member, and I decided to go to my very first chapter meeting, and I, I walked into the room and, and all, and it hadn't, the event hadn't started yet and everybody was sort of like clustered at the front talking and I didn't know anybody and I was so awkward and it just felt so ugh. And so I found a seat and tried. appear like I was listening in on their conversations and I just, I just never went back. And, and so that's, it's a cultural thing. The new member is perceiving cliquishness and it's probably not happening at all. But, had there been a culture of welcoming a new face and introducing them around, then that thing wouldn't have happened.
Carol: Right. I mean, the people who are all catching up with each other at the front of the room who haven't seen each other for a month or whatnot aren't thinking that they're being exclusionary or that they're coming off as cliquish, but the fact that they didn't have, and so a simple thing I would imagine that, that they could have done would be to intentionally have someone, or several, someones on the lookout for new people to be able to, welcome them, introduce them to people. But yeah, I think I just have that intention. And, and you talked about also the, the, the assembly line that goes to a big conference or even a, like you said, even a small conference, there's often. That volunteer or or person, whoever's doing the managing is much more worried about, did I get everything in the stuff that I'm supposed to hand to them? Versus I'm interacting with a person, they're nervous about being here. How can I make that experience a little more enjoyable, welcoming and helping them navigate that first interaction?
Amanda: Yeah. Another way to think about it is it's a transition. So your memory is coming in off the street and then maybe they just flew all day and they had to catch a taxi in there, or maybe they had a Dr a drive through downtown Washington, DC and, and they're just frazzled. And so, so sometimes it's helpful to think like, oh, let's help them make that transition from perhaps grumpy or at least super tired and frazzled too, being ready to be their best self when they go ahead and enter our event.
Carol: Having some empathy for where they've been or putting, putting yourself in, in their shoes and, and you talked about the stages, kind of, of a, of a member journey. What, what are some of those and, and what are those key points where, or organizations can do a better job of, of creating the culture that they probably do think that they are creating or want to? Yeah.
Amanda: Yeah, so, so I identified six stages of the member journey, and the first stage is to observe and so at that point, members join. And what they're doing is they're looking at everything. They're looking at your websites, they're looking at your emails. They might read a short article or watch a video, and they're just, they're just taking everything in. The second stage is assessed. And so at that point, they're taking a lot in and they're starting to ask themselves this question and that question. Is this the community of people like me? Is this for me? Am I gonna be proud to be here? Do I think sometime in the future I'm gonna feel like I belong? Like I found friends, like I've found colleagues. The third stage is participation. And so at this stage they've an, they answered that question like, oh yeah, there's a lot of potential here and I want to be. And so they dip their toe in the water and they participate and it's just a little thing. They might come to a virtual event and write a little note in the chat. They might rest, yeah, write in a comment on social media or on an article. It's just a little dipping the toe in the water that contributes to another stage, and that's when they're ready to start bringing much more of themselves. And so your contributors, contributors. , they're your speakers, they're your writers, they're the people you're interviewing. They might do short videos for you. They're all of those folks. And an under leverage stage is collaboration. So as we advance in our careers, We start bumping up against thorny, hairy problems, really difficult problems to solve. Problems that that just, they, they just keep showing up year after year after year. And what folks at that stage of their careers like to do is they like to get together with others and problem solve. They don't necessarily wanna listen. Stage on the stage anymore, they want to work together and problem solve. And so sometimes associations lose their members at that stage because they're not necessarily offering a lot of problem solving activities. And so those, that group that's really invested in solving a problem, might splinter off. And then the final stage is lead. And lead is what I would think of as your typical volunteers, however you define them. But in the book, there's a lot of folks that want to lead. They wanna volunteer, but they can't volunteer in the shape of the volunteer box that you've put them in. And so I talk a lot about how you open up volunteerism to a lot more people who are really ready to step into that role. So, at each stage you asked that question of like, where, where are the barriers that association should be on lookout for. And what I try to do in the book is really identify when people make the no-go decision to engage and when people make and why people make the, the yes decision to engage. And so, it's a little bit different at every single stage. However, the through line running through it all is usually an experiential thing. Usually there's something going on where people stand back and they say, oh, Oh, no, I, I don't feel like I belong here. I don't feel like these are my people. Even if everybody has my title, there's still a million ways that you can thank them, these are not my people. I don't feel like my contributions are wanted, I don't feel supported. And then, the reverse is true. So the reason why people stay is because they say, oh, This is my community. I am super proud to be here. I want to collaborate. I want to give my time. I want to give my ideas. My ideas are valued. I'm supported, and all of those wonderful things.
Carol: What are some of those things at the, at the very beginning stages that observe and assess? And I love that question and I didn't fully write it down, but is this the community? Well, I, where will I feel like I belong? And just thinking about all the different groups that I've been part of. Associations that I've joined and then dropped out of I don't think that I ever necessarily said that specifically, but it certainly, if looking back on the ones that I'm no longer participating in it would be that sense of even after trying, still feeling on the outside. So that's such an interesting topic, and of course, there's so much conversation now in the broad, broad, more broadly around inclusion and, and how people either feel included or not. But yeah, just that experience made me feel like these are my folks, or these are not my folks. It's pretty visceral.
Amanda: It is. And it's quick. You start to observe and you assess super, super quickly, and that's what members talk about. One of, one of the, the things that was a real big surprise for me, Is when I worked for an association, there was, there was this, this thought that you had a year to engage them before they made the decision to renew. But in my research, what I'm finding is they make the decision to engage and then consequently the decision to renew. really quickly, maybe as quickly as three days, maybe as quickly as three weeks. But it's, it's within those first couple of touches that they're making the decision to renew, which is pretty amazing. But I know what you're talking about. So when I first started this business and started my speaking career, I felt like I needed to do some brushing up. And I decided to join Toastmasters, and there's three clubs in my local area. And somewhere along the way somebody said, Hey, go to all of the clubs and just figure out which one you like. And they were all fine, but the one that I went to had the very best new member experience. So I showed up for the very first time and they had a welcomer at the door. Person chit chatted with me and asked me why I was there and what my speaking goals were, and then they took me 10 feet and showed me the bagel and juice table, and then they walked me another 10 feet and found me an empty seat, and it introduced me to the person right next to me. And then that person took it away and, and asked me more questions, and, and there was, there was no, none of that. . Ooh, awkward. How do I fit? Where do I go? What should I do? How do I fit in? None of that. They, they, they took care of it all. It's, it's, and it's, and it's really interesting how quickly you can say, oh yeah, the, these po these are, these folks are great. They're gonna be my friends.
Carol: Yeah. And it's amazing how that act of I've been so. Events, and I've probably been guilty of this myself, where somebody asked me a question, I'm a staff person, and I'm like, oh, it's over there. Versus, oh, let me take you over there and make sure that you, you find it. Yeah. And that. What will probably be three minutes or five minutes, depending on how far the thing is away makes such a difference because then you're, you're arm in arm with the person, you're next to them, you're, you're, you're with them on their journey and they feel supported. Yes. I love that. What are some things that, so we've been talking a lot about events, and of course things have changed a lot around events. Not everyone, not everything's in person these days. I'm actually finding that I'm doing a lot more of my networking through the Zoom screen than I am in an in-person event. But what are other ways that organizations can create that sense of welcome outside of events in that critical beginning period.
Amanda: Yeah, absolutely. I'm so glad you asked that question because I love virtual events. I know, I know There's a lot of people out there that are like, oh no, zoom fatigue. One more zoom. But, but for me, I love presenting. I love interacting. I love being in the virtual room just as much as I love being in person. So I got together during the deep dark doldrums of Covid with my partner's, matchbox Virtual Media, and we can, we. We ran a series called the Virtual Networking Incubator, and there's actually at the end we wrote a report that talks about how you make really engaging virtual meetings. And then we wanted to take that environment that was, so difficult in virtual to do really good virtual networking and then apply it back in person. So now that we've done it, it's really difficult. What are the learnings that we can take back in person? And, and so a lot of, what we learned was the, the, the, the tone. So there's the welcome when you come into the room, but then there's even the welcome in the tone setting before you even come to an event or before you log onto a webinar. Or any virtual event. So what we were trying to do is we were trying to have a super participatory event. We knew we wanted a lot of psychological safety. We want, because we were experimenting, so we wanted people to feel free just to shout half baked ideas off the top of their head. And we went into it, very much defining how we hope for the culture. Would emerge and we started at the very beginning. So every, every single email that went out, we tried to make it super kind, super funny. If we made a mistake at any point, we totally would fess up to it and we're like, Hey, we totally made this mistake and that's okay cuz we're all experimenting here. so there we did a lot of things like that. And then when we, when we started having the event, We, we just, we leaned hard into the chat. So if I was talking, we had 150 people, which was awesome. But it also posed a bit of a problem because now we're trying to network with 150 people. And so my solution was, let's lean real hard into the chat. And, and so we would do, lots of warmups and progressive participation and just, really thinking about. How do we get even the most introverted of introverts feeling super comfortable to play with us? And so yeah, I, I guess the, the quick answer is, start thinking about how you welcome new members at the first possible point. if, if the very first touch they get is an invoice or receipt, what can you do? Warm it up, make it more surprising, exciting, something maybe, maybe you, maybe you don't send that receipt first and you send them a quick, loom that's 30 seconds of you just saying, Hey Carol, so glad that you just joined. just, all of those things. And, and I'm sure that there are some big associations and big nonprofits listening to this right now and saying, oh my gosh, we've got 10,000 new members joining every single day. We can't possibly do that. Well, there's some really interesting technology I think that will help you scale those things and still have the, still have an experiential common component that makes people feel like, oh, this is a great organization. They're so warm and kind and wonderful.
Carol: Yeah. To me, what I, what I'm hearing is really about humanizing that experience. So it's not, you're not just another email to deal with or another name in a database, but you're, there's an actual person behind that and, and they have hopes and, and. Goals for themselves that they're trying to achieve through joining. And, and just taking a little bit more time to recognize who's on the other side of that email can be so important. You talked about the participation stage where people are just starting to dip their toe in. I think the last stages contribute, collaborate, and lead. To me, those are the more obvious ones, the folks who are, who get super involved. And, and then, then they prob once they're involved and they have a good experience, you probably have them for life. Maybe not. But it feels like that participation stage is a real critical inflection point.
Amanda: It is. So let's talk about online communities because that I think is the most public demonstration of what your member culture is. And I am a huge advocate of highly moderated online communities, and I. In, in, in the, what the moderator brings to an online community is the moderator mo models. They model how to be a good online community participant. And, and so I love to see, and I've been a, a, a part of a couple of online communities where the moderators, and sometimes it's one, it's, the owner of a company or, or the CEO. Or the community manager, or sometimes it's, it's sort of a fleet of trained moderators. And, and what they do is they are welcoming new members and they are also they're, they're raising up ideas. So let's say somebody contributed a really good post, but nobody responded in the background. They might be going and saying, Hey, hey, Bob, I know you've got something to say about this. Here. Here's the link. Can you jump on? Or they might wait a few days and they might say to the whole community, Hey, Mike just said this really interesting thing and I'm, I'm just gonna bring it back to the forefront and, and ask you guys, what, where are you on this? I think this is a really interesting thing. So the reason why I think highly moderated communities are so important is that a lot of times if you've got an online community, New members are starting to get that digest and they will read that digest. And that's another, cue of like, oh, okay. so-and-so reacted a, a little bit harshly that, that feel, that fe just feels like that was, somebody maybe got slightly ashamed here. I'm gonna hang back and watch a little bit. And if it happens again, then I know it's a dangerous thing to be part of this community. The other thing is, moderators can't tell when people are posting for the very first time and they can support them in, in a lot of different ways. They can say, oh, that, so glad to see you here posting. I know we've got a lot of really, you know thoughtful people here in the community who are gonna answer your question and. and, and that just, that just, it helps to, it helps new members to be validated. It helps them to be welcomed. It helps, it makes me feel good when somebody shines a light on their post or their reply back and, and lets them know that Yeah. You know that like, Hey, I'm, I'm on the right track. It's always nice to have that.
Carol: Yeah, I think that's so important because I feel like at least in my experience, especially for associations that have been around for a long time I, in, in a lot of instances in the way I've experienced that the online communities, is that they've been something that just got added on. Oh, well we need to do this because it's an easy way for people to participate, but it's often a corner. Nobody's really supporting it. And what I see as a real contrast to that is a lot of for-profit organizations creating communities saying that their c. Focused and actually doing a much better job of really doing what you're talking about in terms of cultivating that online community and, and pulling people in. And it's just so interesting when I go to association conferences where I feel like I've been hearing this gloom and doom about associations and membership and all of it. And, and then on in the for-profit field, this whole thing is growing. Field of organizations, creating communities around their expertise, their brand, a person. So it's an interesting contrast.
Amanda: Yeah, that's why I am, I am, I am so hot on some, this really big opportunity for associations to. To take on the role of being. So one of the, the, the drum that I've been beating lately is have everybody in your association become a Chief Experience Officer. You don't have to give them that title, but this is the mindset I want everybody to start thinking about being a Chief Experience officer. And, and today I was, I was writing an article and I, and what I wanted to do is what I wanted to point to. big companies, big brands, not because they're big and they have a lot of resources, but because they're well known, and so everybody, everybody could sort of say yes, this is a company that has where everybody, from, from the CEO, all the way down to the person that stocks the shelves. This is a company where everybody has taken on the role of chief experience officers. And so I, I thought about it and I thought, I would say Trader Joe's is one of those companies, and I would say Apple is probably one of those companies. And, then I was floundering a little bit and I came up with a couple of more examples, but one of the things that really struck me was. For the examples that I did come up with, these folks are absolute, these companies and brands are leaders in their industry. They're leaders in their vertical. There's nobody else like them. They've set themselves apart and they've done it because not only are they offering value, the value has to be there, but they're also making sure that they offer experiences and they're empowering. Staff offer these really great experiences or motivate their staff, or they're building a culture that, where they're celebrating the, this idea of, you know, customer, consumer, engagement. And so for associations that are starting to feel like, oh my goodness, in, in my, in my profession, in my industry, all of my sponsors are starting to nip at my heels. And, we were starting to have a lot. A, a lot of competition. We associations are perfectly, perfectly positioned to lean into the experiential part of things. And when we do that well, there's a lot of support to say, Hey that, that really sets you apart. It sets you apart so much from all of your other competition.
Carol: And what's so interesting about those two examples is that really the businesses that they're in are so transactional, right? Yes. Groceries and electronics, I mean, to in, in, could be the most vanilla thing. At all. But then they do have, it is a very, very different experience to go to a Trader Joe's than any other grocery store that I, I normally go to Right. So, I was very excited when one moved into my neighborhood where we hadn't had one for a long time. So, yeah. Yeah,
Amanda: Yeah, yeah. Totally. I. So I've gotta tell this, this story of Trader Joe's. My favorite aunt was at a Trader Joe's, and she always gets this one salad dressing. And she went in and the salad dressing wasn't there. And so I think there's, some, somebody, stocking broccoli or something and she said, oh my, my favorite salad dressing, do you happen to have any outback? And the person said, oh no, it wasn't selling well. And so we actually discontinued it. And I can't imagine what was on my aunt's face, but I, I'm, I'm sure she, Devastated and that that person said, but we've got this new flavor and people are raving over it. I'm gonna give you a bottle when you get to check out, tell them that I gave you this as a sample and they won't charge you for it and you can try it out. And we're really so sorry that we discontinued the one that we love. But I hope you love this one too. I can't think of another place where that would ever happen. And so, there's, the, the person stocking broccoli is Trader Joe's chief Experience Officer. And, and I just, I just love that because. It, to me, when I say, Hey, everybody can become the c e o, it's, it's not just for the C-suite, it's for, it's for all of us. And, and I like to, whenever I'm talking about membership, a lot of times people will talk about strategies for member engagement and then everybody will look at the membership people. No, no, no, no, no engagement experiences. It's for everybody in the association. If you are in accounting, you are, you're, you're having, you. Contact with members, if you're in it, you're having contact with members. If you're in research, of course you're having contact with members. And so every single one of us can be a Chief Experience Officer.
Carol: I also appreciated how you described Opportunities for those smaller, you, you, you had mentioned before the big boxes that we've put volunteers in and expected them to sign up for a three year term, a very heavy commitment. But something like being a part of a team of moderators on an online community would be a much lower lift and easier for someone to say yes to.
Amanda: Yes. Yeah. So When a new member, I'm gonna get back to the volunteer thing through the new member lens again, when a new member joins, one of the things they love to do is they love to see people like them. And, so I conducted a piece of research called the New Member Engagement Study with my partner's Dynamic Benchmarking. And one of the things that we found compared to the first time we conducted the research, which was four years ago, Is now. So four years ago, associations did these new member webinars, like a new member welcome webinar, very static, not much interaction between the members and the person giving the webinar. Sometimes they were just prerecorded. Now those have evolved so much. Associations are, they're leaning into responsiveness. They're leaning into connection. I love what I'm seeing here because a lot of these, they were calling them virtual onboarding events. And so new members will come to these events. And a lot of the hosts are saying, Hey, tell me a little bit about yourself and what are your goals and why did you join? And they're taking all of that information and then constructing, maybe a little bit of a tour. Like, oh, I, you, you talked about this. Maybe you'd be interested in our salary survey. Or, or, Hey, let me, I'm gonna drop a couple of links into the chat for some articles. I think that you would really. . But what they're also doing is they're, they're naming Chad ambassadors. So maybe there's somebody who's been in the association for six months or a year, they're really excited about their very first volunteer activity. But they can't, of course they're not gonna be a board member or even a committee committee member yet, and they, they don't want that yet. They, they want, maybe something a little bit more practical. And so we can invite them to be chat ambassadors and we will train them and we'll, we'll tell them what a chat ambassador does. And so, . So there's, a, a six month member, one year member talking to brand new members about welcoming them, pulsing up their ideas, bringing things to the attention of the person who's speaking. So, so, there's, there's a lot of there's, there's so many cool roles that. Members would be delighted to do it because it's fun and exciting and interesting for them. And that would also be really helpful for our organizations.
Carol: Yeah, and it's so interesting. It makes me think of a program that we ran At the association, the last association that I worked at, and it was a very intensive year long professional development for early career folks. And when we first started it it was a coach mentor to one to many models. And when we first started, , all the mentors that were being recruited were, 30 years in the field, 25 years in the field. And over time, what we found was that the coaches who were much more successful were five to 10 years ahead of the folks who were in the program because they could still remember being new in the field and having to learn all the acronyms and having to, , not being sure about things. Someone 35 years in, that's a distant memory. So I love that idea of just six months if you can, you can contribute. You're still remembering what it was like to be a new member. You're still feeling new yourself, but you're just a little bit further ahead of the person that you're helping out at that onboarding. And that in an interactive onboarding event. Cuz I, when I said that I have been doing a lot more networking virtually when organizations have taken. It was already a poorly designed learning experience in person and then plunked it online. It made it even worse. But when, when there is intention about how it's designed and how the conversations are being cultivated, and, how everyone is, is actually feeling like they're part of, part of a. A group versus standing off and looking at something it's, it's totally different.
So I'm gonna shift gears now coming to the end here. And we talked about Trader Joe's. So at the end of each conversation, I ask a random icebreaker question. I now have two boxes of random icebreaker questions that I ask. So we were talking about Trader Joe's, so my question for you is, what's the weirdest thing you've ever eaten? Oh,
Amanda: Gosh. Okay, so I'm probably dating myself at this point, but I did a semester abroad in Australia. And while I was there I traveled in, into the bushes. They called it, with a guide and a bunch of other novice Americans, and it was, I think it. earlier, right about the time that Crocodile Dundee had become super, super famous, and man, our guide leaned into that. And this guy, I, oh gosh, he, he found grubs, he found all kinds of things and cooked it over the campfire. So I, I, have proudly sampled my own Australian grub.
Carol: Well, okay, I'm impressed. I'm impressed. . So, what's coming up for you in your work? What are you excited about? What's, what's emerging in the work that you're doing?
Amanda: Yeah, so we've, we've been talking a lot about it, and that's the, that's the book. So I, I took all of this research, all of these experiments that I've been doing over the last 10 years and wrote, tried to pour everything that was into my brain out into a book. And so the book has been published. It's out there on all of your favorite online book sellers Worldwide. And it's called Elevating Engagement uncommon strategies for creating a Thriving member community. It's a pretty quick, quick read. I'd, I'd say about two hours-ish. And in what I, what I wanted to do is I wanted to make it engaging. So there are. There's lots of stories in there, and there is a, my fictional hero, her name is Kat Taylor. She actually demonstrates or you get to walk through every single stage of engagement through Kat's eyes. And what Kat is, is, is really an amalgamation of hundreds of stories that are just like hers. And so you, so you really get a sense of. How, how members are feeling at every single one of these stages where they're making that so critical. Go, no go decision to engage.
Carol: And I can attest it is, it is a very accessible and quick read. But there are lots and lots in there and so many actionable Approaches that, that is, that are built in. And I love following Kat on her, on her journey through her professional, professional life through the book. So, well, thank you so much. Thank you, Amanda.
Amanda: Thank you. This is, it's so delightful to talk to you.
Carol: I appreciated how Amanda described the common experience of someone trying out your organization for the first time. Do they feel welcomed? Does the welcome extend beyond a quick hello, here is your name tag at the registration desk? Think about the events you hold – could you have 1-2 people designated to keep an eye out for newcomers and engage them in conversation and help introduce them to one to two people at the event. I also appreciated her point about the often missed opportunity of purposely engaging and moderating your member online community. For associations, this is often one of the most immediate and obvious benefits that the association offers. I have been a member of online communities and message boards that are dominated by a few frequent posters. When those who engage frequently are pretty homogeneous – the cases I am thinking of it is a couple white men who post long treatises in response to questions. What they offer is often useful yet it can create the impression that there isn’t room for other voices – or if you do not have time to write 3-4 paragraphs you might as well not bother. The for profit memberships I am part of seem to all prioritize having a community manager. This person posts open ended questions regularly prompting and spurring group conversation. More active community managers might pay attention to who is posting for the first time and immediately respond so when a person takes the chance to shift from lurker to engaged they have a positive experience. They might also tag people in the community to ask how they are doing or when they might have a perspective to offer for an inquiry. Curating the community a little more can help intentionally create the culture that Amanda talks about and avoid having the culture determined by a few frequent posters. This could be a volunteer role that you prepare folks for and have a team of community managers rather than just 1 paid person.
Thank you for listening to this episode. I really appreciate the time you spend with me and my guests. You can find out how to connect with Amanda Kaiser, the full transcript of our conversation, as well as any links and resources mentioned during the show in the show notes at missionimpactpodcast.com/shownotes. I want to thank Isabelle Strauss-Riggs for her support in editing and production as well as April Koester of 100 Ninjas for her production support. We want to hear from you! Take a minute to give us feedback or ask a question at missionimpactpodcast.com/feedback, and until next time, thank you for everything you do to contribute and make an impact.
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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.
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