Improving Member & Staff Engagement with Community

Improving Member & Staff Engagement with Community

Welcome! • Higher Logic + Personify = 47 mutual clients

• Gold Star Integration

• Established Single Sign On (SSO)

• Pre-populated member profiles

• Communities, committees, special interest groups controlled by data in Personify

• Activity sync back into Personify

The Higher Logic Difference• Experience – 100,000 communities

• >20 million users worldwide

• Increase member retention

• Overall membership growth

• Content generation

• Business intelligence at your fingertips

“All of our other vendors are tired of hearing how

they don’t measure up to Higher Logic! “

New York State Bar

Connected Community™Core Features• Discussion Groups

• Resource Libraries

• Directories

• Blogs

• Wiki Glossary

• Event Calendar

• Mobile Web

• Analytics

Optional Modules• Content Manager

(Microsites, Event Sites, Intranet)

• Mentor Match

• Volunteer Central

• Speaker Bureau

• Event Manager

• Event App

• Community App

“Our integrated approach has

increased prospects by 100 % .”

IPWEA

Personify CustomersAdam RosenbaumDirector of Information SystemsThe Council for the Advancement & Support of Educationrosenbaum@case.org

Jeanne MartinezOnline Services AdministratorInternational Legal Technology Associationjeanne@iltanet.org

Liz MessnerSenior Manager of MembershipSociety of Petroleum Engineerslmessner@spe.org

Quick PollWhat is your greatest membership challenge?

Adam Rosenbaum - CASE• Director of Information Systems

• CASE Communities, community.case.org

• 150,000 customers

• 16,000 organizations

• 62 committees

• 100 staff

• 4 offices plus my house

Staff Intranet – What it was• Homegrown over many years

• Static

• Rigid

• Access and updates required IT support

• One way communication

Staff Intranet – What it was not• Interactive

• Up to date

• Managed by subject matter experts

• Relevant to our international offices

• The same tool we are asking our members to use/master

• Engaging

Implementation Experience• Adoption is coming along• Updating profiles• Posting discussions and library resources

• Board/Committee roll out

• Volunteer groups roll out

Jeanne Martinez - ILTA • Online Services Administrator for over 13 years

• Manager of ILTA’s Connected Community

• Online public social media presence

• ILTA’s Connected Community, connect.iltanet.org

• ILTA’s Career Center, careers.iltanet.org

ILTA Background• The International Legal Technology

Association (ILTA)

• Professional Association with 18 staff and 250+ volunteers

• Membership is at the entity level and benefits/access flow down to employees

• 1400 member organizations in 35 countries

• 17,000 Active User Accounts

ILTA Background• Currently on Personify 7.4.1,

upgrading to 7.5.x in fall 2014

• Higher Logic (Community)

• HighRoad Solution (Marketing Emails)

• Boxwood (Career Center)

Building Community• Close to 50 communities

• Majority are topical based communities that members can join

• Additionally the community will have:• Community automation• Communities created,

members added & auto-subscribed based on 1) committees in Personify and 2) event registration in Personify

Creating a Master Calendar• Direct export of

events in Personify into the HL community.

• Structure includes registration link on HL event will direct them back to Personify ebiz shopping cart with event in cart after clicking register

Reward and RecognizeDigital ribbons created and assigned to member profiles based on:

• IMS roles coming from SSO (community memberships)• Can be applicable to both individuals and companies

Our End Goal: Engagement • ILTA’s Connected Community writes activities back into

Personify

• Write back builds awareness and increases data

• Write back provides a better picture of member interactions

• Examples on the next slide

Tracked Activities Boxwood

Highroad

Higher Logic

View ActivitiesData Analyzer Reports

View ActivitiesCRM360 screen

The Future is Bright• 7.5.1 upgrade• Customize

engagement points for activities happening outside of Personify to get an even better idea of who’s engaging with the association.

Liz Messner, CAE, IOM - SPE• Senior Manager of Membership

• 124,500 members/135 countries

• Individual Membership Organization

• 425 staff members

• 7 offices

• SPE CONNECT, connect.spe.org

SPE CONNECT• Powered by Higher Logic’s Connected Community

• 600+ Communities; 100+ Microsites

• Personify 7.33/7.5 in August 2014

• Results Direct

• Informz

• CommPartners

• Use eMeta

Higher Logic & Personify = Best of Breed Partners!

Member Knowledge Sharing

7 primary technical communities

• Member technical interest area held in Personify

• Auto-subscribed each member to at least one technical community

• Communities range in size from 3,000 to 20,000+

• Join/Unjoin managed in Personify

Engagement Stats• 25% of members accepted Terms of Use in 2013 – 31,585

• Unique contributors to discussions – 2,218 (7% of active members)

• Different groups, different purposes

• Average number of views of a library file in a Technical Community is more than 43.

• This indicates that we have a lot of “lurkers”

• Full Time Community Manager in March 2014!

Volunteer Collaboration• Communities for:

• Standing Committees• Meeting Committees• Section & Chapter Officers• Award Selection Committees

• Committees in Personify drives community creation • Create committee in Personify

• Add members to committee in Personify• Members get access to communities in Higher Logic

from unique committee codes

Personify Committee

Module

Microsites & Private Communities• Microsites for local sections (chapters)

• Local section also has a community for officers-only • Host 106 of 190 sections websites and growing

• Discussions not allowed on Microsites

• 5 site color schemes provided

• Customization possible

• Features: Ads, event registration, document libraries, local directory, calendar, etc

Microsites & Private Communities Members

Assigned to Section

Community by Personify

Microsites

Officers Directory is Auto-Populated

Thanks to Unique Codes in Personify

Mentor Match• Members hand select their mentors

• 8 year history of eMentoring Program

• Wants:• More modern feel…social• Administration ease• Scalable platform• Easy access resources

• Currently documenting requirements

Speakers Bureau • Soft launch to

speakers June 2014

• 80 speaker profiles so far

• Speakers NOT vetted by SPE

• Unique Terms of Service

www.spe.org/volunteer/speaker-source

Suggestions for Success• Follow best practices from Higher Logic & Personify

• Learn from

• Beta test• Enlist your early adopters• Give them assignments• Solicit feedback• Communities need care and feeding

Discussion

Keep in Touch! Adam RosenbaumDirector of Information SystemsThe Council for the Advancement & Support of Educationrosenbaum@case.org

Jeanne MartinezOnline Services AdministratorInternational Legal Technology Associationjeanne@iltanet.org

Liz MessnerSenior Manager of MembershipSociety of Petroleum Engineerslmessner@spe.org

Thank You! Paul Wehking

Senior Solutions Advisorpaul@higherlogic.com

202-803-6144