Howard E. Michel2011 IEEE Vice PresidentMember & Geographic Activities

Original presentation created by Barry L. Shoop2010 IEEE Vice PresidentMember & Geographic Activities

Contributors: Cecelia Jankowski, Jamie Moesch, Kuangyunn Chiu.

Nuts and Bolts of Nuts and Bolts of Local OperationsLocal Operations

Engaging the MemberEngaging the Member

Purpose

Engage in a dialog about how to more effectivelyengage the members.

‒ Volunteer-to-member‒ Member-to-member‒ Member-to-IEEE

Workshop is intended to be a full-duplex communication process.

Will not provide all the answers but instead motivate and stimulate ideas and share best practices already in use.

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MGA Mission & VisionVision: Ensure Quality Member Opportunities Through Continuous Engagement

Mission: Inspire, Enable, Empower and Engage Members of IEEEFor the purpose of…

- Fulfilling the mission of IEEE- Enhancing the member’s growth and development through their life cycle- Providing a professional home

Principles• The member is IEEE and IEEE is the member.• Members shape IEEE's future.• Members collaborate to create IEEE's future.• IEEE enhances members' future.

Goals• Increase member engagement.• Improve relationships with and between members.• Increase operational efficiency and effectiveness.• Enhance collaboration with other business units.• Increase membership.

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Continuity—delivering value in 2011

Solidify the Membership MessageMembership growth—400K+

(for reference)– Center for Leadership Excellence– vTools

The Member MessageFocus on the MemberFocus on the Member, the Result will be Membership Growth, the Result will be Membership Growth

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Who is Your Member?

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Engaging the Member

Previous Model Goal: More meetings during the year.Process: Program Committee schedules more meetings.Result: More meetings with the same attendees.

New Model … Changed ParadigmGoal: Meetings that better engage our members.Process: – Engage the member.

Survey the members or use existing member segmentation data

– Use member data to identify topics of common interest within the member life-cycle.

Technical interests Student, Graduate Student, GOLD, Member, Senior Member, Fellow, Life Member Meeting model – traditional, virtual … webinar, Dim-Dim, …

Result: More meetings with increased member engagement. Meetings are focused on member interest.

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email alias with protection

printed journals online access to journals

conferences

online access to conferences proceedingsprinted books

online access to standardsprinted standards

online webinarsprinted conf proceedings

insurancediscounts of prod/svclocal meetings

promote prof to pubpub poicy issuesawards/scholarship

cont education opponline communities

professional networkingpart in standards

internet video opp for leadership roles

contribute to gen pubforums, and online tools

online career resourceprinted career resources

social networking

0

10

20

30

40

50

60

70

0 10 20 30 40 50 60 70 80

% Importance (Mean= 39)

% S

atis

fact

ion

(M

ean

= 4

1)

More critical strengths

Less critical strength

Lower priority improvements

Top improvement opportunity

Satisfaction = Top 3 Box %

Quality of the Member Experience

Source: 2008 Member Segmentation Study, all Higher Grade Members8

email alias

printed journalsonline access to journals

conferences

online access to conf proc

printed booksonline access to stdsprinted stds

printed conf procinsurancelocal meetings

discountspromoting prof awardspub policy

cont educationonline communitiespart standards

professional networing

online meeting

oppo for leadership

internet video

humanitarian efforts

forums and online tools

online career resources

printed career resourcessocial networking

10

20

30

40

50

60

70

60 70 80 90 100

Membership Value

Satisfaction Top 3 Box %

% Awareness (Mean= 89)

% S

atis

fact

ion

(M

ean

= 4

1)

Source: 2008 Member Segmentation Study, all Higher Grade Members9

Satisfaction by Awareness - Higher Grade MembersSatisfaction by Awareness - Higher Grade Members

% Top 3 box Total R1-7 R8 R10

Online access to transactions, journals and magazines 72% (1) 68% (1) 87% (1) 80% (1)Online access to standards 64% (2) 65% (2) 70% (3) 60% (4)Online access to conference proceedings 59% (3) 55% (3) 73% (2) 69% (2)Discounts on professional products and services 56 %(4) 53% (6) 57% (5) 65% (3)Conferences 52% (5) 49% (7) 60% (4) 60% (5)Promoting the profession to the general public 51% (6) 53% (4) 43% (8) 45% (11)Continuing education opportunity 49% (7) 48% (9) 46% (6) 52% (6)Representation on pub policy issues related to the profession 48% (8) 53% (5) 36% (14) 50% (7)Professional networking 46% (9) 47% (10) 44% (7) 48% (9)Online career resources 45% (10) 49% (8) 39% (10) 40% (18)

Top 10 Importance - Higher Grade Members

Observations: • Because 70% of sample data was from R1-7, the results of satisfaction and importance from R1-7 are very much in line with total. • R8’s importance ratings in general were similar to R1-7 except “Representation on public policy issues” which showed less important. • Compared with other regions “Online career resources” showed a lower importance rating in R10. With further analysis on the country level, India (72%) showed a great level of importance on product.

Conclusions: • Though “Online career resources” ranked lower in R10, 72% of members from India considered it very important vs China* (30%) , Japan (31%), and Australia(26%).

• Noticeably, 74% of members in India expressed that it was very important to address “Representation on pub policy issues” . It was 55% and 30% in China and Japan respectively.

• “Discounts” was rated the most important product in China (91%) vs India (75%) and Japan (65%)

• Though the importance of “Representation on public policy issues “ might be higher in (R1-7,10) and lower in (R8), the return of investment could be difficult. * Very small N

Importance Ranking

Observations: • The high importance does not correspond to high

satisfaction. Only 4 out of 10 most important products were among the top satisfaction list.

• Even though “Insurance and other financial products and services” received low rating in R8 (19%) and R10 (21% ) the gaps between satisfaction and importance are still positive .(See next page) This implies that the improvement of satisfaction in this area and others with positive gap would only make limited impact on member value.

Conclusions: • Maintain satisfaction on the products and services with high satisfaction. Members are satisfied and we deliver them well.

• With limited resources (financial, staff, and volunteer) we need to prioritize by focusing on the important products and services (see prior importance ranking page). They are important and our delivery is relatively weak.

• It is imperative to analyze the gap between satisfaction and importance. This provides great insights in taking properly actions. (See next page)

% Top 3 box Total R1-7 R8 R10

Providing email alias with virus protection 65% (1) 67% (1) 58% (5) 59% (2)Printed copies of transactions, journal 60% (2) 59% (2) 67% (1) 55% (4)Online access to transactions, journals and magazines 58% (3) 54% (4) 64% (2) 60% (1)Conferences 57% (4) 55% (3) 63% (3) 57% (3)Online access to conference proceedings 52% (5) 48% (9) 60% (4) 52% (5)Printed books 49% (6) 49% (7) 52% (6) 40% (9)Online access to standards 47% (7) 49% (8) 42% (8) 41% (7)Printed copies of standards 46% (8) 49% (6) 40% (10) 34% (13)Insurance and other financial products and services 43% (9) 51% (5) 19% (24) 21% (25)Printed copies of conference proceedings 44% (10) 45% (10) 42% (9) 39% (10)

Top 10 Satisfaction - Higher Grade Members

Satisfaction Ranking

Observations: • The table represents the gap between satisfaction and importance. Efforts narrowing the gaps in the products and services with high importance and low satisfaction are more likely to have the most impact on member value.

Conclusions: • The ratings of importance and satisfaction may be different from region to region, yet the gaps of top 10 products seems to be more consistent throughout the regions.

• “Discounts on professional products and services” was ranked #1 and #9 to R10 and R8 respectively. It showed that members in R10 are more sensitive to the pricing of the products and services in general.

• To compare with other regions, R10 has lower gap ranking in “Online career resources” with exception of India with (-54%), the highest gap area in India.

% Top 3 box Total R1-7 R8 R10

Online access to standards (-17%) 1 (-16%) 1 (-27%) 1 (-19%) 4Online career resources (-16%) 2 (-18%) 2 (-19%) 3 (-16%) 9Discounts on professional products and services (-15%) 3 (-15%) 3 (-7%) 9 (-25%) 1Online access to transactions, journals and magazines (-14%) 4 (-13%) 4 (-23%) 2 (-20%) 3Promoting the prof to the general public (-12%) 5 (-12%) 5 (-12%) 6 (-16%) 7Continuing education opportunities (-12%) 6 (-11%) 6 (-11%) 7 (-17%) 6Professional networking (-12%) 7 (-12%) 7 (-14%) 4 (-14%) 10Representation on public policy issues related to the profession (-10%) 8 (-13%) 8 (-2%) 11 (-21%) 2Online access to conference proceedings (-7%) 9 (-7%) 9 (-14%) 5 (-18%) 5Contributiong to the general public through humanitarian efforts (-1%) 10 (1% ) 10 (-8%) 8 (-16%) 8

Top 10 Gap (satisfaction - importance) - Higher Grade Members

Gap Ranking

Summary

Based on gaps between importance and satisfaction of products and services– Discounts on professional products and services

Higher priority : R10 (India and China) Lower priority: R1-8

– Professional networking Higher priority : R8 (United Kingdom, Greece and

Netherlands) Lower priority : R10 (except India)

– Online career resources Higher priority : R1-8 Lower priority : R10 (except India)

– Continuing education opportunities Higher priority : All regions

– Online access to publications Higher priority : All regions

Meetings – Lifecycle FocusPeriodically Focus on Member Lifecycle – Student Members … resume development, interviewing techniques …– Graduate Student Members … technical meeting topics, networking, …– Early Career Members

Industry … networking with peers, leadership seminars, IEEE standards, … Academic … grant proposal process …

– Mid-Career Members Industry … How to manage people … Academic … Educational pedagogy, how to run a committee meeting, …

– Senior Career Members– Retirees

General– Humanitarian events … Green technologies, Habitat-for-Humanity– Social skills … ballroom dancing, formal dinners, …

Know your Members to Engage your Members Know your Members to Engage your Members 14

Life Cycle Grid

Benefit Area Undergraduate Students

Graduate Students

Young Professional

Academic / Researcher Track Practitioner Track Business/Leadership

TrackUnemployed

MembersRetired/Life

Members

Keep Technically Current

1. Spectrum2. IEEE Xplore (Discounted Access)

1. Spectrum2. IEEE Xplore (Discounted Access)

1. Spectrum2. IEEE Societies3. IEEE Xplore (Discounted Access)

1. IEEE Xplore (Discounted Access)2. IEEE Societies

1. Spectrum2. IEEE Societies3. Society Publications

1. Spectrum2. IEEE Societies

1. Spectrum2. IEEE Societies

1. IEEE Spectrum2. IEEE Societies

Professional Networking

1. Student Branch Activities2. MemberNet*

1. IEEE Conference Mixers/Socials2. MemberNet*

1. GOLD Events2. Section/Chapter Meetings&Events

1. IEEE Conference Mixers/Socials2. Section/Chapter Meetings&Events3. Volunteering

1. Section/Chapter Meetings & Events2. IEEE Conferences3. Linked In Group

1. Section/Chapter Meetings&Events2. Linked In Group3. memberNet*

1. Section/Chapter Meetings&Events2. Linked In Group3. memberNet*

1. Volunteering2. Section/Chapter Meetings&Events

Career Resources and Recognition

1. Competitions2. Scholarships3. IEEE Student Job Site

1. Competitions2. Scholarships3. IEEE Student Job Site

1. Career Webinars2. IEEE Job Site (limited relevance)

1. IEEE Job Site (limited relevance)2. IEEE Conferences

1. IEEE Job Site (limited relevance)2. Consultants Database 3. Career Webinars

1. Career Webinars2. IEEE Job Site (limited relevance)

1. IEEE Job Site (limited relevance)2. Career Webinars and Online Community

1. Consultants Database (limited relevance)2. Awards

Continuing Education

1. Education Partners Program2. IEEE.tv

1. Education Partners Program2. Webinars

1. Mentoring Connection2. Educational Partners Program

1. Local Events/Symposiums2. IEEE Expert Now

1. Education Partners Program2. IEEE Expert Now

1. Education Partners Program2. IEEE Expert Now

1. Education Partners Program2. IEEE Expert Now

1. Mentoring Connection (as mentor)

Discounts

1. IEEE Conferences2. IEEE Financial Services (limited availability)3. Home & Office Services

1. IEEE Conferences2. IEEE Financial Services (limited availability)3. Home & Office Services

1. IEEE Conferences2. Home & Office Services

1. IEEE Conferences2. IEEE Insurance Services (limited availability)

1. IEEE Conferences2. IEEE Insurance Services (limited availability)3. Publications

1. IEEE Insurance Services (limited availability)2. IEEE E-mail Alias

1. IEEE Insurance Services (limited availability)2. Home & Office Services

1. IEEE Insurance Services (limited availability)2. Home & Office Services3. Financial Services (limited availability)

Humanitarian Programs and Opportunities to Give Back

1. Local activities2. Humanitarian Technology Network

1. Local and GOLD activities2. Humanitarian Technology Network

1. Local and GOLD activities2. Humanitarian Technology Network3. Volunteering

1. Volunteering2. Humanitarian Technology Network

1. Volunteering2. Mentoring Connection (as mentor)

1. Volunteering2. Mentoring Connection (as mentor)

1. Volunteering2. Humanitarian Technology Network

1. Volunteering2. Mentoring Connection (as mentor)

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Life Cycle Portfolio Example: Young Professionals/GOLDBenefit Area Young Professional

Keep Technically Current

1. Spectrum2. IEEE Societies3. IEEE Xplore (Discounted Access)

Professional Networking

1. GOLD Events2. Section/Chapter Meetings & Events

Career Resources and Recognition

1. Career Webinars2. IEEE Job Site (limited relevance)

Continuing Education

1. Mentoring Connection2. Educational Partners Program

Discounts

1. IEEE Conferences2. Home & Office Services

Humanitarian Programs and Opportunities to Give Back

1. Local and GOLD activities2. Humanitarian Technology Network3. Volunteering

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IEEE Membership

Apr 11, 202317

397,001

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Retention

Recruitment

Retention versus Recruitment Rate

Note: x : y ( 50 : 15) , average retention rate : 56%

70%

% versus prior year

Data : HG Member, December 2010

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Retention

Recruitment

Retention versus Recruitment Rate – R10

Note: x: y ( 45 :45) , average retention rate : 48%

% versus prior year

Data : HG Member, December 2010

FOR REFERENCE

04/11/2320

CENTER FOR LEADERSHIP EXCELLENCE

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The IEEE Center for Leadership Excellence (CLE) develops the member as a volunteer and future leader

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The IEEE Center for Leadership Excellence addresses Key Objectives

One of the top 10 Sections Congress Recommendations (#3) – “Develop an Officer Training Handbook…”

Our MGA Mission to “enhance the members growth and development through their lifecycle”

To provide members a path forward in their development and grow as future leaders in both IEEE and their professional career

Apr 11, 202323

IEEE CLE is one central educational resource for IEEE volunteers and members

Establishes a single organized source of training for volunteers across OU’s – Ensures a consistent message and delivery of content and

eliminates proliferation of training development– Includes positional training specific the volunteer role

1. Job Description 2. Everything the volunteer needs to know in the first 30

days made available as a QuickStart module3. Recommended menu of functional training which the

volunteer can select based on their level of experience4. Recommended menu of leadership and skills training

courses the volunteer can select

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Training Guidelines Achieve Consistent Volunteer Experience with QuickStart Modules

Welcome and overview of the role Designed 10 subject categories to reflect key areas of

responsibility including: “Understand Your Members” “Getting Organized with Tools” “Documentation Management” “Know Your Section/Chapter Officers” “Section Planning and Goal Setting”

Engagement with the member is reinforced in the training

Provides link to tools appropriate for the role

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Initial focus has been on MGA Positions

Region

Section - Section -

Technical ChapterTechnical Chapter

Affinity GroupAffinity Group

Student BranchStudent BranchStudent Branch Chapter/Affiliate

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VTOOLS

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vTools projectsMeetings and L31– Available for use now!WebInABox– Available for use now!Voting– Available for use now!Finance– Working to find a solution for TreasurersStudent Branch Reporting– Beta started in May, 2010

Visit http://vtools.ieee.org

Available vTools

vTools.Meetings– For Section and Chapter meetings; Officers can

create meeting announcements and display on website

– Members and the public may view and register for meetings

– Integrated with myIEEE

vTools.WebInABox– wizard to assist officers to generate simple

Section/Chapter/Affinity Group websites vTools.Voting– provides online elections software for

Section/Chapter/Affinity Groups

vTools.Meetings

Meetings Posting– Collection of meeting data– Credit card handling

available in a pilot mode to a limited number of R1-R7 sections with CB accounts at the beginning of Q3, 2010.

Full release after the pilot phase. R8-R10 support planned for phase 2

– Complements family of products from Conference Services for larger events (Internet Conferencing, Meetings and Conferences Management, Teleconferencing)

vTools.MeetingsFeatures– Form for entering meeting info– On-line registration– L31 Meeting report (only need to add attendee

information)– RSS, iCal, and other feeds of meetings and L31s– Calendar support– Badge printing, meal tickets – Notice of meeting for display on a web site

without webmaster involvement – Feeds meeting information to myIEEE– Credit card support coming in 2Q 2010

02/26/10

02/26/10

02/26/10

02/26/10

L-31The L31 process is changing for all 2010 meetings.– Previous L 31 tool to be archived.

The Meetings L31 tool will now be standard.– http://meetings.vtools.ieee.org– Select create a new meeting report

NOTE: Currently, limited to volunteers listed in the Geographic Activities Roster

While you are there, please use the Meetings tool to get your meetings on the calendar.

02/26/10

02/26/10

02/26/10

WebInABox

Basic Section web site “WebInABox”– Wizard-like interface for creation– In Production– Data driven– Enable a common look and feel– Calendar for all units

pulls from meetings tool

– Pulls volunteer data from IEEE databases

– No webmaster involvement required

vTools.WebInABox

Supports Sections, Chapters, and Affinity groups.vTools.WebInABox is designed to be installed on the IEEE (EWH) server. Is not meant to compete with or replace complex content management systems.

vTools.WebInABox

Generated section websites provide: – Home Page – welcome message, announcement, and a

picture– Calendar Page - lists section events from vTools.Meetings

(vTools.WebInABox seamlessly integrates with the vTools.Meetings)

– Officer Information Page - lists section officer information* (Volunteers can specify what officers' information (s)he wants to show: name, position, e-mail, phone, etc.)

– Other Units Page - information on chapters, affiliate groups, student branches*

– Blog Page – pulls information from your blog on EWH or elsewhere

– Links Page - a number of IEEE links plus custom links specified by the volunteer

* Data pulled from central IEEE data source as reported to IEEE.

Voting

Electronic Election for local units– Piloted in 2007 & 2008 using a vendor –

learned much– In parallel, started internal

development– IEEE Product Piloted in 2009– In Production Spring of 2010– Will support all units for 2010 elections

02/26/10

02/26/10

02/26/10

02/26/10

02/26/10

Contact info

http://vtools.ieee.org – contains projectstatus, blog, contact information, FAQ, andtraining information

vtools@ieee.org – contact e-mail for anyquestions related to the project