Wes’s Wednesday Wisdom

User adoption is (almost) all that matters… I was speaking with an association recently about their needs for a new AMS. They had already tried and failed with two systems, and they were wondering if I could be helpful in getting them into yet another AMS, this time successfully! In the course of the conversation, it […]

When “overcommunicating” becomes overwhelming There is a common belief in project management and general business management that overcommunicating is better than undercommunicating. And that can be true in marketing, as well. In my experience, it’s not unusual for members to actually know very little about what their association does, beyond the meetings they’ve actually participated in. So in

Communicating when there is a major technology change For those of you who are ASAE members, you may be aware that ASAE recently when through a major technology infrastructure change, which had a direct impact on the member experience online. For example, because of these changes, anyone with a previous login had to update their password

Everything works, until it doesn’t. “If something cannot go on forever, it will stop.” – Stein’s Law I was talking with a client recently and we were discussing how certain pieces of their system that had once worked well, no longer seem to work well, if at all. I replied: “Everything works, until it doesn’t.” The

Some things are unknowable One of the most challenging aspects of moving to a new system and vendor is “not knowing.” There are some questions that just aren’t answerable in the moment. Here are some examples of questions my clients will ask that are really unknowable: “How much work will staff have to do during implementation?” Vendors

Do we have access to that data? When I work with my clients on a data management projects, there are frequently conversations about querying and reporting on data. I’ll hear things like “We want to query for people who have attended previous meetings and are also volunteers, but we’re not able to pull that information.”

The three “buckets” of contact data Broadly speaking, when collecting data on contacts (individuals or organizations), there are three “buckets” of data being collected: Contact information (name, address, phone, email) Transactional information (stuff they’ve purchased) Demographic data (information about the individual or organization, e.g., lines of business, areas of interest, professional status, etc.). Of these three, the most

Balancing what is possible with what is realistic When I work with clients on technology projects, I’ll tell them “These are blue sky discussions. Nothing is off the table.” I’ll usually follow that up with “But just because we discuss something doesn’t mean you’ll actually get that something.” Because even if what is being discussed

“Humans want to be surrounded by beauty.” “Humans want to be surrounded by beauty.” – Susan Cain Susan Cain was a keynote speaker at ASAE’s Annual Meeting this past August, and when she uttered these words, I immediately thought of data management systems (stick with me here…). One of the most common complaints I hear from

Data managers vs data consumers When I work with clients on any data management project, I’ll often point out that there are two broad audiences on staff when it comes to the AMS: data managers (those who frequently use the system for processing data and financial transactions, querying, etc.) and data consumers (those who only