Program
9:30am Membership during and in the aftermath of the pandemic
The COVID-19 pandemic of 2020 forced associations to adapt their plans and change the way they service their members. This session will cover:
- The effect of COVID-19 on membership
How membership strategies changed in 2020
Association Membership and Services Survey findings and trends
The challenges on the road ahead
Speaker: Kathy Nguyen, Manager - Client Services, Associations Forum
10:15 am Maximising your Members by Empowering the Individual
A look at the "internet culture rule" and how to convert the untapped potential of your membership to guide content creation and engagement.
Presented by: Higher Logic
10:30am Strategies to engage and retain members
Members renew because they have had positive interactions with their association and perceive their membership as a worthwhile investment. Having a strong communication and engagement strategy is key to understanding what members value and achieving strong renewal rates. This panel will discuss the strategies implemented at their associations that have enabled them to effectively engage and retain their members.
Panellists:
- Suzanne Bowyer, Regional Manager (Eastern), Australian Chiropractors Association (ACA)
- Thanuja Gunatillake, General Manager Membership Development and Operations, Master Plumbers’ & Mechanical Services Association of Australia (MPMSAA)
11:20am Customer service excellence
This session will look at the importance of customer service and how to provide excellent customer service and create positive experiences for your members and prospects.
Speaker: David Friend, Director, Shared Services Solutions
11:45pm - 1:00pm Lunch
1:00pm Member services and value: what's in it for them?
Members need to deliver desirable and hopefully unmissable services. This session will look at:
- The amazing range of services associations can offer
- The importance of technical expertise and meal tickets
- How staff should lead the development of member services - with volunteer input
Speaker: John Peacock, Chief Executive Officer, Associations Forum
1:40pm Growing your membership in a niche market
Understanding the needs and motivations of your membership enables you to deliver the information and services your members value. When your members represent a niche market, they have a unique set of needs and expectations that need to be catered for. Understanding these needs is vital to growing your membership.
Speaker: Leigh Cunningham, Chief Executive Officer, Institute of Public Works Engineering Australasia Queensland
2:20pm Creating community through social media
Does your association have a social media strategy? During this presentation you will learn how to effectively engage your members by:
- Creating a conversation with your members through social media channels
- Understanding the importance of having a proactive vs. reactive approach
- Employing a direct messaging strategy to build connections with members
Speaker: Briana Graydon, Social Media Specialist, Pink Cow Social
3:00pm Engaging young people with your cause
Trying to recruit and engage younger generations and other geographical markets is often challenging for many associations. However, this experience has been different for the Society of Australian Genealogists, who have experienced a shift in their membership demographics and have successfully adapted to engaging this emerging group. Hear from Ruth Graham, Chief Executive Officer, Society of Australian Genealogists who will discuss: changing the organisation’s operating model to allow for this engagement; seeing a new post-COVID normal rather than ‘back to business as usual’; and competing in the crowded online market against free and considerable amounts of content - attempting to answer the question, why should I become a member of your organisation?
Speaker: Ruth Graham, Chief Executive Officer, Society of Genealogists (SAG)
3:30pm Let's talk strategy!
Interactive discussion to tie up what we have learnt and discuss what membership strategies you can implement at your association.
Facilitator: Kathy Nguyen, Manager - Client Services, Associations Forum