Member Benefits Task Force

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Member Benefits Task Force. Recommendations 1-4-10. Contents. Project and Team Background 3 Top Recommendations 11 Satisfaction and Needs 19 Key Member Segments 26 International 28 QRCA Tenure – Newer and Longer-Tenured 40 Tech-Forward Members 57 Home-Based Sole Practitioners 63 - PowerPoint PPT Presentation

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  • Member Benefits Task ForceRecommendations1-4-10

  • ContentsProject and Team Background 3

    Top Recommendations 11

    Satisfaction and Needs 19

    Key Member Segments 26International 28QRCA Tenure Newer and Longer-Tenured 40Tech-Forward Members 57Home-Based Sole Practitioners 63

    Communication 67Member Engagement 72Benefit Overview 76Insights and Opportunities by Benefit Area 81

    *Professional Development/ Knowledge/ Education 82Networking and Affiliation 87Conference 89Chapters 92SIGs 96Mentoring 98Website 100Forum 104Information Vehicles (Publications)108Stature and Leadership112Credentialing 114Social Networking 115Discounts 116Business Generation 119

    QRCA Knowledge of Members 120

  • Project and Team Background*

  • MBTF Overview*Special Attention* to:

    - New/young- Long-tenured- InternationalTimingInitiated April 2009Tri-weekly conference calls, supplemented with email, Forum, googledocsPreliminary recommendations Q4 2009Final recommendations Q1 2010Mission

    Identify gaps and opportunities for QRCA Member benefits in order to strengthen the value of QRCA membership** Per the Strategic Plan

  • MBTF Members9 Members hand-picked for their passion and diversity Particularly in terms of tenure and geography

    *

    Confirmed

    NameRoleTenureLocationRelevant role/ experience

    Julie MedalisChair2006US - MD

    Susan ThornhillBoard Advisor1999US - CA

    Elaine GingoldMember1993US - MNFamily emergency. Long time on MemCom

    Frank-Thomas NaetherMember2008Hamburg, Ger

    Shannon Pfarr ThompsonExecutive Director, QRCAn/aUS - MN

    Philip SmithMember1997NSW Australia

    Ben SmitheeMember2008US - PAPharma Sig chair. Presns for confs, chapters

    Daniela TorokMember2007Vancouver, BC, CNvia Manuela. Intl/CN. Shared lots of ideas in MSurvey1-2:30 good everybody

    Bill WeylockMember1982US - CA

    &L&"Arial Narrow,Bold"QRCA Member Benefits Task ForcePotential Members

  • Scope of WorkIn-depth review of Current QRCA BenefitsEvaluations of other professional member organizations (AMA, MRA, MRIA, etc.) relevant practicesReview of 2008 Member SurveyIncluding additional in-depth analysisAdditional Member input -- at Conference, in IDIsIn-depth review and discussion with leaders of TechComm, VCMining of prior Forum postingsOngoing brainstorming to identify key gaps and opportunities in the roster of benefitsAmong Members overall as well as key segments*

  • Guiding Principles

    *

  • Guiding Principles (p2)*

  • Guiding Principles: Key Topics

    *What are the advantages of being a Member?Without QRCA in our lives, what would we lose?What do we get vs. other professional organizations we belong to?How are we engaged with the organization?How are we enriched?How are we supported?What value do we get for the money we spend each year?Does what we get exceed what we spend/ invest?

  • About This DocumentA few things to note as you read this document:

    For pages with sourced data, specific references are included in the Notes area of each pageSources, Base sizes, Question Wording, etc.

    On some charts, asterisks (*) or letters (A/B/C) are used to denote statistically significant differences at the 95% confidence level* means the % is statistically higher than the other group in the comparisonA means the % is statistically higher than the first group in the comparisonB means the % is statistically higher than the second group in the comparison

    Importance vs. Satisfaction quadrant charts (for example, on p22) are used as a way to telegraphically represent how well QRCA delivers based on how important each dimension is.Top 2 box importance is plotted left to rightTop 2 box satisfaction is plotted top to bottomThe 4 quadrants are delineated based on the average top 2 box ratings across all attributes for the group under consideration, and thus will vary chart to chart

    *

  • Top Recommendations*

  • Top RecommendationsMembers may expect this Task Force to generate recommendations for lots of new things we need to offer

    However, enhancing and communicating current benefits more effectively is a far bigger opportunity than adding new benefits to the QRCA rosterFor the most part, we dont need more stuff. We dont need to add new things to satisfy MembersWe need to do a better job with the strong benefits we already have

    *

  • Top Recommendations*Our recommendations cover 3 broad themesRecommendations are prioritized:HighModerateLow

  • Top RecommendationsFocusing on these improvements will have the biggest impact on Member value and satisfaction:

    *What Members Have

    Opportunity: Optimize Current Double Whammy (Knowledge and Affinity) Benefits

    What Members Use

    Opportunity: Connect Members With Our Unique Community

    What Members Know

    Opportunity: Communicate to Everyone With Relevance

  • Top Recommendations: The Have*Opportunity: Optimize Current Double Whammy (Knowledge and Affinity) BenefitsWhy:Knowledge and Affinity are the top 2 benefit areas Members wantWays to Engage:Make Conferences Cant Miss Events Improve the usability and usage of the ForumMake Chapters and SIGs the focal point of Member interactionSee details on pages:38-984-6889194-5105-7

  • Top Recommendations: The Know*Opportunity: Communicate to Everyone With RelevanceWhy:Member benefits are hard to connect with and offered one size fits allWays to Engage:Organize the website more intuitivelySegment communication for key types of Members with different needsTransform My QRCASee details on pages: 39515670-1102-3

  • Top Recommendations: The Use*Opportunity: Connect Members With Our Unique CommunityWhy:More involved Members value the organization moreWays to Engage:Invite volunteering, sharing, and personal connectionsMake organizational needs knownBlatantly reward involvement in the organizationSee details on pages:5574-5

  • Recommendations: Making It HappenThis Task Force has made lots of recommendations. Theres lots to do!

    Bringing these recommendations to life will require ongoing vigilance and effort from every team, committee, and chapterMemComm will likely be the lynchpin that owns many of the opportunity items*

  • Satisfaction and Needs*

  • Member Satisfaction by SubgroupMembers report high overall satisfaction, but levels are lower among:International (non-NA) (directional)Office-based NewerYounger (directional)More tech savvy****C**

    Chart1

    0.490.390.88

    0.380.460.84

    0.480.350.83

    0.410.450.86

    0.270.520.79

    0.450.410.86

    0.340.530.87

    0.270.510.78

    0.490.40.89

    0.30.590.89

    0.480.40.88

    0.430.420.85

    0.430.430.86

    Very satisfied

    Somewhat satisfied

    Sheet1

    Very satisfiedSomewhat satisfied

    Lower *49%39%88%* "Up to speed" + vs. "Use a few" or less140

    Higher *38%46%84%Tech Comfort183

    11 years or more48%35%83%110

    3-10 years41%45%86%154

    2 years or less27%52%79%QRCA tenure60

    41+45%41%86%269

    40 and under34%53%87%53

    Office-based27%51%78%94

    Home-based49%40%89%231

    International30%59%89%27

    CN48%40%88%40

    US43%42%85%258

    2008 total43%43%86%325%

  • Member Satisfaction by SubgroupEngaged Members are more satisfiedTrue across multiple measures of engagement*CCCCCCABBCCCBCA

    Chart1

    0.430.350.78

    0.480.440.92

    0.50.430.93

    0.180.510.69

    0.460.440.9

    0.570.360.93

    0.360.450.81

    0.530.40.93

    0.310.480.79

    0.460.440.9

    0.630.320.95

    0.430.430.86

    Very satisfied

    Somewhat satisfied

    Sheet1

    Very satisfiedSomewhat satisfied

    Low *43%35%78%75

    Moderate *48%44%92%98

    High *50%43%93%Go to Forum (PY)103* High = At least 1x/ month, Moderate = 1/a few x/ year,Low = Less/ None

    Low *18%51%69%76

    Moderate *46%44%90%150

    High *57%36%93%Go to website (PY)96* High = A few times/ month +, Moderate = Less than 1/ mo or 1/mo, Low = Not much/ None

    No36%45%81%203

    Yes53%40%93%Volunteered for Committee/ Board122

    None31%48%79%126

    Some46%44%90%112

    Most63%32%95%Chapter meetings68

    2008 Total43%43%86%325

    Low *Moderate *High *Low *Moderate *High *NoYesNoneSomeMost2008 Total

    Very satisfied43%48%50%18%46%57%36%53%31%46%63%43%

    Somewhat satisfied35%44%43%51%44%36%45%40%48%44%32%43%

    78%92%93%69%90%93%81%93%79%90%95%86%

    Go to Forum (PY)Go to website (PY)Volunteered for Committee/ BoardChapter meetings

    7598103761509620312212611268

    * High = At least 1x/ month, Moderate = 1/a few x/ year,Low = Less/ None* High = A few times/ month +, Moderate = Less than 1/ mo or 1/mo, Low = Not much/ None

  • Benefit ImportanceKnowledge and Affinity are the top 2 benefit areas Members seek from QRCA membership.

    Theres a gap in how well some offerings are seen to fit their purposes.Members dont necessarily see Chapters, SIGs, and Volunteering to be as important as affinity and knowledge in general

    *

    Chart1

    0.0710.1490.22

    0.0770.1640.241

    0.1580.2820.44

    0.1760.2820.458

    0.2540.2970.551

    0.2760.2940.57

    0.260.3870.647

    0.3840.3870.771

    0.5480.2940.842

    0.5570.2880.845

    0.6870.2170.904

    5 - Extremely important

    4

    Sheet1

    Importance5 - Extremely important4

    Volunteering with QRCA7%15%22%

    Participating in SIGs8%16%24%

    Referencing QRCA name and logo16%28%44%

    Participating in local chapter18%28%46%

    Supporting QRCA as the intl org for QRCs25%30%55%

    Social contact with QRCs28%29%57%

    Sense of belonging/ affinity with a prof org26%39%65%