Are you being penny wise and pound foolish? Two quick customer service stories to illustrate a point: First story: I’ve used the same email provider for more than 20 years. But for technical reasons, recently I needed to switch providers, so I canceled my service with them a few weeks in advance of my renewal. […]

AMS Products are getting better – and what that means for you I’ve been working in and with AMS products for 36 years (27 years of consulting, nine years as an association staffer). And I can say with great confidence that the systems available today are much better than they were 36 years ago! (Shocking, I know.) But […]

Using AI beyond content generation Recent surveys by ASAE and others suggest nearly 90% of associations are using AI for some type of content generation (e.g., creating blog posts, newsletter articles, “canned” responses to inquiries, etc.). That is great, but when it comes to data management, there are so many more opportunities for leveraging AI. Here are some ideas […]

If you’re training, PLEASE do this… If you’re doing any kind of software training, or you have outside trainers coming in to do training, I beg of you, please do the following: When you start the training, provide the learners with a complete overview of what you’re going to cover. Do not just say “Now […]

Don’t confuse motion with improvement I wrote recently how action can produce information. But an important corollary to that idea is that action alone does not necessarily mean improvement. For example, how much time do we spend preparing board materials that the board never looks at, and even if they do look at it, won’t […]