onal Association i Management

www.associationmanagement.co.uk Volume 11 | Edition 3 Internat

Exclusive Interview - Adrian Coles OBE: Building Societies Association

The Issue of Representation - A View from Both Sides: Judith Hackitt CBE The Art of Good Representation

Under the Spotlight – Qatar & Vienna

PLUS – Technology Special - Complimentary Guide: nfp technology show

AUTUMN 2011 Association Management

Helping associations succeed

KSAM specialises in managing trade and professional By taking advantage of economies of scale associations, learned societies and other membership and leading technologies, we can offer a organisations. We’re here to support you in delivering highly competitive service that can help your the best possible service and value for money for your association achieve its objectives efficiently membership. We can provide you with a carefully tailored and effectively. package of services including:

• Strategic Planning • Governance Reviews To discuss how we can help you • Complete Secretariat Services succeed, contact • Membership Database Management Rob Johnson, Operations Director • Financial Management Kingston Smith Association Management • Meeting Administration • Conference and Event Management 105 St. Peters Street, • Website Development/Maintenance St. Albans, Herts AL1 3EJ • VAT and Legal Advice Tel +44 (0)1727 896 030 • Banking and Thanking Chester House, 68 Chestergate, Macclesfield, Cheshire, SK11 6DY Tel: +44 (0)1625 664500

E: [email protected] www.ksam.eu Contents

Contacts: onal Association i Editorial: Management Email: [email protected]

www.associationmanagement.co.uk Volume 11 | Edition 3 Internat

Editor’s Message 2 ASSISTANT PUBLISHER: Margaret Major ASSOCIATION MATTERS: Tel: +44 (0) 1453 836257 Succession Planning in Trade Associations 3 Mobile: +44 (0) 7786 267527 What is the Trade Association Forum? 5 [email protected] Association Members are not Commodities 8 Administration: How Sound is Your Governance? 10 Michael Walsh ASSOCIATION FOCUS - REPRESENTATION Te: +44 (0) 1625 664513 [email protected] A View from Both Sides – Judith Hackitt CBE 12 The Art of Good Representation 14 Credits: ASSOCIATION INSIGHT: Publisher: Devonshire Publishing Ltd. Designer: David Tokeley What can we learn from Academic Venues? 16 Printed By: The Lavenham Press ASSOCIATION INTERVIEW: 47, Water Street Lavenham Exclusive Interview with Adrian Coles OBE 18 CO10 9RN TECHNOLOGY: Event Guide for NFP Technology (8pp pullout) 21 Front Cover Credit:

ASSOCIATION EVENT INSIGHT: Architect impression Evaluating your Events 29 of the iconic design for the new Qatar Conducting a Strategic Review 30 National Convention Centre. It features the TECHNOLOGY INSIGHT: intertwined branches Your Most Valuable Asset 33 of the Sidra tree, a beloved icon in Qatari CSR Update: culture. It is treasured by the Bedouins, who To Bee or Not to Be – Slovenia’s Award Winning Campaign 34 gathered beneath its branches to discuss ASSOCIATION EVENTS: and impart knowledge. The Association Programme - Interview with Erica Keogan, EIBTM 36 IT & CMA / CTW – Asia Event Preview 38 Coming to America – IMEX Preview 39 Our Objective: GLOBAL FOCUS: Benefits Beyond Tourism – Understanding Legacy 40 To provide a communication medium to and from Association Professionals throughout all member countries within the European Union and to advance the profession of DESTINATIONS: association management.

A Spotlight on Qatar 42 We aim to achieve this through a full range of media A Spotlight on Vienna 44 including; hard copy publishing, electronic publishing, website search engines, exhibitions, conferences, affinity DIRECTORY OF ASSOCIATION SERVICES 46 group schemes and sponsorship of familiarisation groups.

Association Management International is published quarterly and distributed to the CEOs of more than 8,500 of the larger associations and membership bodies throughout the United Kingdom and continental Europe. If you are an association professional and would like to receive copies of the magazine, or if you would like our full Media Kit for marketing opportunities, please contact Margaret Major on [email protected]

Please note that the points of view expressed in articles by contributing writers and in advertisements included in Association Management (International), do not necessarily represent those of the publishers. While every effort is made to ensure the accuracy of information contained in Association Management (International), no legal responsibility will be accepted by the publishers for incidents arising from use of information published. All rights, including moral rights, are reserved.

COPYRIGHT: No part of this publication may be reproduced, stored in retreival system or transmitted in any form by any means without the prior written consent of the publishers.

AMI 1 Welcome Editor

understand us”. I generally turn the comment round and say that the problem is “you do not understand politicians”. onal Association i Representational work will be hopelessly ineffective if it does not take account of the political environment, which often does not allow rational decisions to be taken. Most policy making, however, is rational and Management representations can be evidence based and low key. The HSE certainly

www.associationmanagement.co.uk Internat works on this basis. But, when issues get political, rationality can go out of the window. Four quotes neatly summarise the position – Welcome to the autumn issue. Following President Harry S Truman: “he may be a sonofabitch but he is our on from our in-depth consideration of the sonofabitch.” subject of regulation we now take a look at the closely related area of representation. Alistair Campbell – “we were into policy-based evidence seeking rather than evidence-based policy making”. With an array of highly experienced expert contributors covering the various aspects An unnamed minister – “there are two things that you should never of this core association activity we trust you watch being made – sausages and public policy”. will find this issue invaluable. Lord Wakeham – a Conservative Minister when someone rashly suggested to him what the rational answer was to a current political issue: “I am not asked to deal with questions that have rational answers – these are dealt with by officials and I sign them off. I deal with questions that do not have rational answers.”

Most trade associations are aware of the issues where rational answers are simply not possible. The trick for an association is being able to recognise when an issue can be dealt with rationally and when a more political approach is necessary. The latter requires clout, using allies, playing a political game and occasionally being devious.

So the key point for trade associations is – understand the environment within which your members are working and tailor your representations accordingly. And make sure that at least your governing body members all have a sound understanding of the policy making process and ideally all your members have a basic understanding. Representational work must largely be within the envelope of what is politically possible, although within a longer term strategy of expanding that envelope This edition focuses on representation, closely linked to the subject modestly. You will find this covered in greater depth in my main article on of regulation covered in the last edition. Judith Hackitt, Chairman page 12. of the HSE but with a trade association background, gives a valuable perspective, as the HSE is the recipient of huge numbers Of course trade associations have to play to their gallery from time to of representations. My own article deals with the practicalities of time. I have sent letters to ministers followed by a phone call to the representational work. relevant official along the lines of “apologies for the letter – need to keep a big member happy. I suggest a standard reply of “thank you for There are two features of representation on which chief executives should your thoughtful comments which we will carefully consider” and then be focussed. bin”. Equally I have received letters from ministers followed by a phone call from an official along the lines of “apologies for the letter – need to The first is neatly summarised in a comment I made to staff shortly after appease idiot backbenchers. Please ignore.” I joined the Association of British Insurers as Director General: “We are not here to represent the views of our members; that would make us a The variety of different types of representational work is what makes laughing stock”. I added: “We are here to represent their interests – and trade association work so interesting for many. The issues that are to make their views and interests coincide”. The first statement may seem highly political and where rational answers are unacceptable may be like heresy – and any chief executive saying this needs to be sure that he frustrating, but they can also be the most enjoyable and rewarding or she has a good contract. But it summarised what I found to be wrong – as making what was politically impossible, possible is the ultimate at the time. Staff worked diligently to collect views from members (for achievement for a representative body. example demanding tax breaks) and neatly packaged them into policy submissions sent to the relevant minister. Budget representations were Mark Boleat made a month or so before the budget and comprised a wish list. The overall impact of most of this work was zero. What was being sought Mark Boleat, founder of the Trade Association Forum, is Consultant was unrealistic. Within a few years significant improvements had been Editor of Association Management International. made and some impact was achieved, particularly on technical issues with no public expenditure costs. Mark has spent 25 years working for major national, European and international trade associations, including six years as Director General Making views and interests coincide leads on to a second point. A of the Association of British Insurers (ABI), the largest British trade constant comment in trade associations is that “politicians do not association.

2 AMI Association Matters

Succession Planning In Trade Associations

uccession planning should be an integral part of the running of any business. However, it presents Sparticular problems to trade associations because of their usually small size and the nature of their work. This article discusses the importance of succession planning and how it can best be dealt with by trade associations with a particular emphasis on the key issue of the appointment of the chief executive.

Succession planning in business The most important decision that most businesses take is the appointment of the chief executive. Other senior staff appointments are also very important. Internal appointments offer substantial advantages for a business. Costs can be saved by avoiding the use of external recruitment consultants, the individuals being appointed are known to the business, continuity is preserved, and motivation in improved when staff know that they have a career path. Therefore there is much to be said for succession planning that enables internal appointments to be made. Such planning has to consist of more than simply identifying suitable candidates; it must also include the provision of opportunities and challenges, both inside and outside the organisation, which will equip them to take on the position.

However, there are also disadvantages to making internal appointments. A dynamic organisation needs a regular input of new ideas and approaches, which are often best found outside the organisation. It can also be that the internal candidates are simply not good enough. There is a further risk that even the best succession planning will be derailed conference Badge transportation because a chief executive leaves at an unexpected time or the planned Alphabetical indexing successor is poached to work for another organisation. The ending of a compulsory retirement age adds another element of uncertainty, and will card caddie On-site distribution complicate succession planning in all types of organisation.

Trade associations are different Trade associations must consider additional factors in succession planning. A recent Trade Association Forum (TAF) benchmarking study showed that 60% of associations had fewer than ten staff and only 10% had more than 50. Typically, there is a very significant difference between the role (and salary) of the chief executive and those of the next most senior staff. The needs of the trade association can also change significantly over time. For example, an association may run quite comfortably with a good administrator as chief executive, but when the industry it represents is faced with a major regulatory issue a person Full turnkey supply with a different skill set may be needed. Another significant issue for of inserts & holders trade associations is that board members tend to be transient, with any corporate view being somewhat tenuous. Different board members are See Card Caddie on likely to have different views on the qualities of potential chief executives. http://www.youtube.com/user/IDentilam Seldom does a trade association hold a permanent collective view of the board on succession planning, with processes to match. Need Lanyards, Holders & Wallets?... The reality is that in most trade associations it is unlikely that a chief 01293 851711 executive will be appointed from within. The odds against having an [email protected] ideal internal candidate, at precisely the time when there is a vacancy, are low – not because of bad management but because of the nature www.badgeandtrack.co.uk of the business. This is borne out in practice. The TAF benchmarking report found that only 13% of chief executives had been appointed

AMI 3 Association Matters

internally, with the proportion being lowest, at 8%, for the largest sense to have a process. This should include a clear job description; associations. A higher proportion came from companies within the an interview process, perhaps involving an outside assessor; and, if the sector (22%) and other trade associations (20%). candidate is deemed to be satisfactory, then the formal steps involved in making the appointment. This is a more satisfactory and cheaper So what should trade associations do? process than going through the motions of an open competition, when It is vital that promises should not be made nor expectations raised in reality the internal candidate was always going to be appointed. If unless these are well founded and shared by those likely to be involved the internal candidate or candidates have no realistic hope of being in making a future appointment. All too often an executive has been appointed to the position, then they should be told this at the outset and led to believe that he or she was in line for the top job only to discover not have false expectations that they are in line for the top job when this that, when the time came, the people making the appointment were is not a prospect. not aware of this, or if they were, they did not feel bound by it. If it is intended to ‘give a message’ to a potential chief executive then the Often, the real position will lie somewhere between these two extremes content of the message and the way it is delivered need to be agreed by and here it is appropriate to have an open competition with the internal potential decision makers and properly documented. candidates being told what the process will be, and that they will have to take their chances. More generally, the board of an association should expect its chief executive to give her or his views on the qualities of any potential With the resultant significant impact, on any organisation, of the successors and the board is also entitled to expect a modest succession outcome of the senior appointment process it is essential to plan ahead plan for other senior executives. and get the succession right.

Trade associations, like all organisations of any size, require a career This article, with its invaluable development programme even if they are very small. If a member of advice on succession planning, was staff is identified as having potential to take on the chief executive role, provided by Janice Riches, a partner or in the case of a large association a senior executive role, then a at Kingston Smith LLP. career development plan is needed. This might include some external courses, mentoring and taking on roles in outside organisations, Janice is happy to be contacted by such as charities, as well as being given relevant responsibilities in the email: organisation itself. [email protected]

When the crunch comes and the chief executive has to be appointed, this needs to be carefully handled otherwise it may do damage to the organisation. If there is an outstanding internal candidate it makes Janice Riches

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4 AMI Association Matters

What is the TAF?

The Trade Association Forum is an umbrella body for industry trade bodies – a trade association for trade associations of sorts. The Forum was launched in 1997 with support from the CBI and what was then the DTI. This launch took place in response to Michael Heseltine’s comments on trade associations that he considered trade associations to be largely inefficient and that he felt there were far too many of them. As a result a group of trade associations came together to measure their performance using benchmarking clubs to look at variables such as association income and structure, membership, governance, management and staffing, financial management, representation, industry leadership, membership services, information and advice, training and education and commercial services. Since then the Forum has grown to offer many more services, although benchmarking remains a core activity enabling trade associations to compare their own activities against other similar organisations.

“We strongly believe there is a real need to promote the role of trade associations in creating a positive business environment, forming public policy and providing members with appropriate services to assist with the operational aspects of their organisation.” explains Linda. “We disseminate best practice and try to increase the professionalism of trade associations in a number of ways to address this belief.” Linda Cavender Some 300 trade associations are now part of the Forum, making it The Trade Association Forum: the one of the largest bodies of its type. It represents members from all kinds of industries. The Forum is governed by representatives, Encouraging the development and sharing of elected from the membership, who regularly meet to discuss and best practice among Trade Associations decide upon activities and future strategy.

In our continuing series looking closely at those bodies “It is increasingly important to be part of a collective voice, supporting the Trade Association sector we talk to Linda particularly in times of economic crisis. We know this to be true as Cavender, Manager of the Trade Association Forum, to it is an argument that many of our members use in their retention understand how this body developed and how it goes strategies! Belonging to an industry body enables a business to be about its stated aim of promoting the role of effective Trade part of a diverse community. In the case of the Trade Association Associations to the Government, industry and the wider Forum this enables direct engagement with Government which public. individual organisations (particularly the smaller ones) may struggle with. Since most trade associations are in the business of representing their members – certainly when legislation is about to affect their industry – direct contact with relevant personnel is vitally important.This is true whether you need to influence policy or be aware of the latest developments to disseminate information to the membership as soon as it is available.”

There are, of course, serious regulatory issues which affect trade associations directly. Currently there is a real threat of trade associations being swept up under the proposed Statutory Register of Lobbyists, a commitment to which is made by the government in its coalition document. The Forum is monitoring the situation and will be heavily involved with the consultation process with a view to ensuring that its members are able to register with minimum fuss necessary.

Although the sectoral issues which affect trade associations are unique, many of the operational issues encountered affect them all to some

AMI 5 Association Matters

degree. This is also a very good reason to be part of a community an exclusive CEO Luncheon club meeting with Ministers, senior civil dedicated to promoting and sharing best practice. As this community servants and other guests of interest in the trade association world. Past covers a huge range of industries, those taking part are very open guests include the Governor of the Bank of England, the Economic about sharing their experiences and difficulties since they are not often Secretary to the Treasury, the TUC and the OFT to name a few.” in direct competition with each other. This would be harder to achieve in a commercial environment, although it is fair to say that trade “But it is not just through the events programme that we share best associations are becoming more commercial in their approach than has practice. The internet is a fantastic tool and there is a wealth of previously been the case. information available through the Forum website. There is guidance and information on setting up trade associations, what to consider when The community regularly comes together with some excellent compiling or changing vital documents such as Memorandum and networking activities providing numerous opportunities to share best Articles, Rules and Constitutions, policies and procedures, guidance on practice ideas with like-minded organisations. These include three board effectiveness and updates on legal requirements, all of which are flagship events each year – Annual Conference, The TA Best Practice directly applicable to trade associations. Trade associations are very Exchange (coming up on 3 November) and the TA Best Practice willing to talk to each other online, so instant feedback and assistance is Awards. often available immediately via discussion forums.”

The Best Practice Awards is an annual event which recognises, rewards “But all our achievements would not be possible without our members. and promotes best practice amongst trade associations in the United We value their input immensely, especially when they take part in Kingdom. It is currently in its ninth year and is a great chance for trade surveys and benchmarking studies. We also appreciate their willingness associations to showcase their hard work and achievements. Winning to share experiences as part of our community. Of course, it is not just a prestigious award of this nature gives trade associations a fantastic members who contribute to Forum activities. We regularly work with marketing opportunity and very much endorses a claim of providing an organisations similar to ourselves and are happy to engage with other excellent service to its own members. Entering the scheme also enables interested parties.” a trade association to benchmark itself in specific areas and sharpen the focus of the organisation and its activities. Many organisations If you would like to learn more about the Trade Association Forum or have suffered at the hands of the recession, so it is vitally important to any of the issues raised above, please contact Linda Cavender on recognise and celebrate achievement now more than ever – something 020 7395 8283 or by e-mail: [email protected]. which trade associations often forget to do when they are tied up with the heavy demands of running an effective organisation. Arguably, it is in times of an economic downturn when trade associations can best demonstrate their true worth to their members and these organisations stand out by delivering benefits that can mean the difference between survival and failure for some businesses.

The TA Best Practice Exchange is very focussed on trade associations and their activities. There is a whole day of discussion groups, master classes and keynote sessions on topics such as recruitment and retention issues, governance, social media, developing additional income streams, contact management systems and legislative challenges to name but a few. Delegates also have the opportunity to learn more about projects of excellence - largely based on the winning entries from the Awards - as well as network with contempories and have one-on-one meetings with other delegates, with a bespoke agenda for the day. Relevant suppliers are also on hand to answer GLOBAL NETWORK OF specific questions about issues which may be of interest resulting in a ASSOCIATION MANAGEMENT full day of interaction. Join the portal to the Global ‘Great conference programme and I really valued the opportunity Association Management Community to arrange one to one meetings.’ FREE by registering online. Saphia Maxamed, Licensing Industry Merchandisers’ Association • Jobs Page with association opportunities worldwide • Access to online professional certification programme The Annual Conference is aimed specifically at trade associations and • Links to international association management societies is a day where Chief Executives and Chairmen gather to learn about • 'Business Cards' of specialised suppliers to the sector developments on issues that affect them with networking once again • Hosted buyer opportunities for sector events worldwide taking a leading role. The members consider it to be a must attend event! • Support services for running an efficient association • Access Social Networks with association peers worldwide “Having now attended several CBI TAF Conferences this one SERVING THE NEEDS OF THE was without doubt the best yet, excellent quality of speakers, A INTERNATIONAL ASSOCIATION EXECUTIVE Minister who actually turned up (so often they do not) topics of interest and informative content ...... ” www.g-net.eu.com Peter J C Newport, Chemical Business Association [email protected] Linda also highlighted other events that take place on a smaller scale: “As well as the three major events, we hold many others, including

6 AMI Association Matters

TAF Best Practice Awards - Case Studies in Excellence

Commercial Initiative Of The Year Electronic Communication of the Year Sponsored by Kingston Smith Association Management Sponsored by The Deeson Group

Winner: TIGA - The Independent Game Winner: PCG - The Voice of Freelancing Developers’ Association

The video games development industry, like many others, has an With a readership of 24,000 subscribers, the winning entry has become ongoing problem finding suitably qualified and trained candidates one of the most important communication tools for PCG – The Voice of to fill vacancies in their studios. TIGA, by working with Train2Game Freelancing. Their fortnightly electronic newsletter was redesigned to (T2G), has taken practical action to help deal with the skills shortages match the new PCG branding and has been remarkably effective. that hold back the industry. This is a real challenge: a TIGA survey of game developers in 2008 showed that 63 per cent of respondents had It is clearly designed and branded, ensuring that the guiding principles faced skills shortages over the previous 12 months. The T2G courses for both design and delivery are meeting members’ needs, simplicity represent an initiative that complements existing games courses, and accessibility. It is available free of charge to both members and providing specifically relevant courses to help ensure a fresh supply of non-members, offering information not just about PCG’s activities, but well educated, employable, skilled new entrants to the video games also highlighting significant issues and signposting to a variety of sector development industry. intelligence which may be of value to members – no mean achievement given the diversity of those members. In becoming the independent awarding and examination body for the distance learning courses devised by T2G, TIGA is helping to deal As a consequence, it plays a key role in driving new membership as with skills shortages that hold back the UK games industry by ensuring well as in member retention. Some 12% of non-member subscribers that the courses deliver relevant game development skills. It is also to the newsletter are converted to membership and member retention enhancing the quality of the individuals involved in the industry and remains high at 83.5%. providing a route for those without formal qualifications to enhance their standing and employability. This is a shrewd development for The newsletter is a cleverly designed vehicle for routing to other PCG TIGA, ensuring it stays way out in front of the competition as well offerings and effectively increases traffic to the home website, as well as providing a revenue stream equivalent to 26% of its turnover, as capturing topical discussions and linking through to wider social an improved cash flow and increased influence over the sector’s networking audiences. It is also produced using existing internal development. resources, making it very cost effective.

“We are developing TIGA into a tenacious, innovative, growing “We pride ourselves in the way we communicate with and look and ambitious organisation in order to advance the interests of after our members, so it is great that our innovative approach has games developments and developer-publishers and to achieve been recognised in our industry. our vision of making the UK the best place in the world to do games business. Winning four Awards at the Trade Association As PCG enters its teens, these Awards demonstrate that Forum’s Best Practice Awards is a stunning achievement and freelancing is now well and truly on the map amongst business confirms that TIGA is on track to achieve its ambitious goals.” groups and associations and we are causing our peers to stand up and take notice.” Richard Wilson, Chief Executive Officer, TIGA John Brazier, Managing Director, PCG – The Voice of Freelancing

AMI 7 Association Matters

Association Members Are Not Commodities

It has never been more important for Associations to be seen to offer value to their membership yet we hear all too frequently from members who are left feeling like commodities.

If members are not made to feel uniquely important in their dealings with their membership organisations there is a real danger of losing them as they reassess the return on their membership.

One potential solution to this time honoured problem of genuine engagement is to adopt a fully integrated approach to website and database management. Leveraging the benefits of this can hand control back to the individual member. To help you to consider the merits of this solution we talk to Ray Ingram of e-mango - an established provider of just such an integrated system

Ray Ingram

What is the problem? and event bookings, e-commerce (online shopping), e-mail lists and the members’ directory. Since time eternal tough economic times always result in people and organisations paying very close attention to their spending. Having set It will only be a very few that have a seamlessly integrated approach to aside the cash to pay for what is essential for survival, the decision on online membership management that incorporates all of an individual what to do with any surplus is based upon a comparison of the likely member’s details into a single database entry. This can then be used cost of something going wrong with the potential return on a successful to power all elements of the membership management system thus investment. empowering the member by affording them personal control of their own membership. We are all too aware of the pain and suffering endured by private individuals who have risked, and lost all, through inadequately What are the benefits of this? insured property or possessions. The same can be true of companies and individuals in the business world with regard their association By considering the various scenarios above the advantages of a fully membership. Having failed to evidence any measurable benefit they integrated system become very clear. With only one database to either do not join their association or they allow their membership to maintain there is no more multiple keying of data, members will be lapse in the mistaken belief that it is something that they can do without. able to manage their own details and preferences online as well as It is only in the wisdom that comes after the event that they may realise paying online for their membership. There is also the ability to register that the accreditation, support, advice and other services provided and pay online for events and for members to manage their own through membership could have saved their business from crashing. directory entry.

What can be done? By far the biggest, and most immediate, win for any association is a vast reduction in administration time creating either a direct cost Ray firmly believes that one of the keys to retaining and attracting saving or freeing up additional time to invest in positive developments. members is to make each individual member’s experience of their The resultant significant increase in a personalised interaction with association one of excellent personalised service. their association will leave members with a very real sense that their unique requirements are being met. With the opportunity to join The reality is often very different. Many associations fall short of this online committees they will also feel more integrated with the larger through lack of resource coupled with a failure to implement the community of like minded individuals that their association creates. processes that would deliver what members need. With the current and emerging online technology Ray is convinced that this no longer needs There is a clear acknowledgement in the IT solutions industry of the to be the case. varying stages of development of associations which has resulted in a modular approach to membership management systems. Many It is fairly safe to assume that just about all membership associations associations may not yet need all the available elements of an have a website with the vast majority of these being very good. integrated approach so will select the best blend of modules to suit They will also have a database of members varying from a simple their current requirements as well as available budget and deployment spreadsheet version to a sophisticated CRM system. plans. With no financial penalty for adding additional modules at a later date an integrated website and CRM may be established as the In a bid to manage the various elements of the organisation some will priority and deployed as phase one with additional modules added even have several disparate databases covering members, conference later.

8 AMI Association Matters

What can a fully integrated membership system offer? Ensure that your provider clearly understands the unique issues you are facing. The main modules within an integrated membership system are: - Be sure you are clear on what you want the website to look like and what • Website Content Management System you need to be able to do with the membership. • Members’ CRM Database • Members’ Directory Before any development starts ensure you have agreed the design and • E-commerce content and that relevant training will be provided to help you make the • Events Management most of your new tools. • E-mail Marketing Tool • Members’ Dashboard It is a long journey leading to the launch of a new website so ensure your solution provider offers the support you need throughout the process. Each of these module headings acts as an umbrella term for a whole Agree the process from start to finish – review points, training days, onsite range of additional facilities for managing the configuration of the support. modules. This means that the system can be individually tailored to match as closely as possible the association’s business processes and What was the Outcome? procedures. Where there is a remaining variance between product and requirement bespoke engineering will bridge the gap to create the ideal British Coatings Federation system. Tony Mash – CEO ‘I truly believe that the new website’s modern, clean look and structure A Few Things to Consider will help us improve the service we provide to our Members and the public’ We talked to a couple of Associations who have already weighed up the two sides of the investment versus returns debate and decided to go Association of Professional Staffing Companies ahead and adopt an integrated solution. We asked them what the key Marilyn Davidson – Director of APSCo considerations were that led to a successful outcome. In answer they ‘There is no doubt that we have a strong on-going relationship with listed the following: our chosen provider, e-mango, which will enable us to provide the best service for our members.” Look very carefully at what is available before you choose to invest Ray Ingram can be contacted via www.e-mango.com

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How Sound Is Your Governance?

In challenging times it is essential that member organisations benefit from sound governance to provide clear leadership, direction and control. Good governance will assist the organisation to overcome challenges, preventing those challenges from impacting negatively or resulting in a decline in the quality of the governance.

With the current economic climate it is essential that membership organisations and associations review, develop and improve their governance in order to ensure continued success. With a light- hearted look at the signs of good and not so good governance we challenge you to consider on which side of the fence your organisation currently sits.

Susie Kay, founder of The Professionalism Group, has worked with professional associations and membership organisations for many years. She has developed And a More Cautionary Tale standards and strategies, both in the UK and overseas, Meanwhile, in a galaxy and another Boardroom far, far away, and worked with a wide range of organisational structures David, the Chief Executive, wasn’t feeling so good. He had woken and stakeholder groups. She is passionate about with a horrible sinking feeling in his stomach knowing that he had enhancing professionalism in all sectors of the economy. to face another interminable Board meeting which was likely to go on all day and produce very little that was helpful to him. There A Tale of Good Governance would be endless, pointless discussions achieving nothing except Early one morning Chris, a Chief Executive with a difficult decision frustration and high blood pressure. He was acutely aware that to make that day, was involved in a brisk discussion with his Board. the organisation was facing the worst crisis of its long history so The discussion was aimed at getting through the various elements of could not understand why the Board members seemed to go out of today’s key issue and was informed, motivated and to the point. He their way to make matters worse, either failing grasp the issues or was looking forward to getting a decision on the issue by close of play. refusing to make any constructive decisions. He had planned the meeting with military precision and, having previously arranged several detailed discussions with his Board Chair Across town, Peter was looking forward to a good day as he and Deputy Chair, he was confident of their support. They, in turn, had prepared for the short journey to Head Office. He was really taken time to gather support offline from other Board members and all looking forward to the Board meeting today because he was going were happy that the decision they wanted to reach was the right move to tell the Chief Executive exactly where he was going wrong and for the organisation, for the members and the staff. They had agreed a how he needed to change the strategy to sort things out. He had detailed agenda and schedule for the meeting so all of the preparation been discussing the issue with colleagues at work and knew that the was going to result in decisions and specific actions. Excitement and organisation would be much better off doing things his way. He innovation were the order of the day. was confident his fellow Board members would follow his lead.

Across the table John was thoroughly enjoying the lively meeting. He George had also woken on the morning of his Board meeting was feeling very pleased that a couple of the concerns he’d managed with a sinking feeling when he realised that he still hadn’t read the to convey to the Deputy Chair in their discussions before this meeting board papers they had sent through from Head Office nearly three had already been raised as valid and were being taking into account weeks ago. These days he seemed to be busier than ever and just in the decisions being proposed. His role on the board was quite time had not found a minute to attack that huge pile of documents and consuming but he always felt a sense of satisfaction when he knew he background reading. He thought of his fellow board members was playing a genuine part in moving the organisation forward in the – surely they would have read them? - And was confident that he best way for the members. He sipped his coffee and smiled. could pick up the gist of the discussion as it happened.

10 AMI Association Matters

A Sliding Scale place? How big is your board? Are you still working with a large Board It all sounds like the beginning of a bad novel doesn’t it? But George or council and could its shape change in order to streamline or to be is not alone and David does not suffer in isolation either. Chris and more effective? John are, perhaps, the rarer breeds. These caricatures represent opposing ends of the spectrum. At one end are the organisations with If for any reason there is a mismatch between what you expect and fully functional, supporting Boards and the organisations whose board what you receive from your Board, have you asked yourself whether members are ‘on the board’ but not necessarily ‘in the work’ are at the you are the reason? Whether you are member of the Board or the SMT other. when was the last time you took the responsibility of suggesting that it was time for the organisation to examine its governance structures and Do you recognise any of these scenarios, have you had a moment of arrangements? When was the last time you read anything about good sympathy with any of the characters? How many of you can identify practice? What has changed recently? When every day brings its own with Chris, confident in his Board and the support it gives both to him challenges, what can you do right now to make a difference within the personally and to the organisation? organisation which will, effectively, make a difference for your members?

We have all met Peter over the years. He drives his knowledge and Fix it now. We all have far too much work to do to stay hampered by experience steamroller with certainty, happy in his conviction that there arrangements which don’t support the requirement. Don’t just stay in the are no other strong voices or – heaven forbid – structures and strategies game, dictate the rules. Can you really afford not to? in place to prevent his headlong rush to fill the void he perceives with his own world view. Maybe these questions have left you with a sense that it is the right time to re-examine what good practice looks like. Rather than leave you Hopefully, fewer and fewer organisations find their experience locked at with more questions than answers we would highlight an upcoming the negative extreme. However, many do still struggle to find the balance conference which will address many of the issues raised. which will allow them to deal with day to day business and to fulfil the expectations of all concerned. Entitled ‘Embedding Sound Governance in Challenging Times’ this Memberwise conference is a membership organisation and association Boards are valuable; the individuals who step up to occupy their seats specific event covering many of the issues of governance experienced by are incredibly important resources for any organisation. However, even such bodies. the best of them cannot function at full capacity if an organisation’s governance arrangements hamper or hinder or, at best, do not support With an array of expert speakers it will be a unique opportunity to their activities and their relationship with the organisation’s management answer your own questions raised by the above and to obtain practical team. information and advice.

In these challenging times organisations have an increasing need to As a reader of Association Management International we are delighted continuously improve their working practices, to constantly review how to offer you the opportunity to enjoy a £50 discount on registration but and why they do things. ‘Working smarter’ is a hackneyed phrase but please be quick – at time of going to press there are only 10 places it does hold a truth. Organisations not only need to function optimally remaining! they must also be nimble and flexible at times, able to make decisions because they are confident in their internal knowledge and capability. Susie Kay will be Chairing the one-day conference: Embedding Sound They also need to be honest enough to know when it is time to take Governance During Challenging Times at The National Liberal Club, stock and check whether they meet current good practice. Westminster, on 10th October 2011

One area which will effectively pre-determine the outcome of any For full details and to register with your discount please meeting is the health and functionality of the relationship between the visit: http://memberwise.org/MemberWiseEvents.aspx Board and the Senior Management Team. That relationship depends on absolute clarity about the roles and responsibilities for each individual And ensure you enter the code GOV2011 (valid until 7th involved. Is this an assumed understanding or do you have defined Oct) when you register to attend. statements to which members sign up?

Whatever the current relationship between your management team Or contact: and your Board any organisation can be improved. Perhaps it’s time Richard Gott: [email protected] to re-examine your governance structures and take an objective look at the skills composition of your board. Does it offer you the support and decision making capability that makes Chris so fortunate?

Do your arrangements ensure that all involved fully understand the parameters and requirements of their role? In David’s case, ensuring that they all came to Board meetings fully prepared would be a good place to start! Do both new Board members and those who have been around for a while all understand the full extent of their responsibilities in undertaking and fulfilling the role? Maybe it’s time to tell Peter that it is all about the organisation’s agreed strategy, not about his own ego.

Does the make up of your Board ensure that you are always ahead of the game regarding financial or legal responsibilities and potential repercussions for the organisation? How often do you look at the difficult issues: What are the real risks you face? Do you have Plan B in

AMI 11 Association Focus

1. With the need to regulate across a broad spectrum of organizations how important are the views of trade Representation: associations to the HSE when it is consulting?

The views of trade associations are very valuable to HSE when we A view from Both are consulting, either on a formal or informal basis. We aren’t in a position to consult with every individual business or organisation, so trade associations provide us with a vital communications conduit to Sides and from the ‘grass roots’ in their respective sectors. Interview with Judith E Hackitt CBE, In particular, they can bring to our attention issues that may impact Chair of the HSE on SME business health and safety performance and provide us with insights into the issues faced by industry. TAs are a valuable source of Judith is Chair of the Health and Safety Executive and has been since knowledge and experience which can be drawn upon when assessing its merger with the Health and Safety Commission on 1 April 2008. the potential impact and effectiveness of new and existing health and Judith previously served as a Commissioner between 2002 and safety measures. 2005 and was awarded her CBE for services to health and safety. 2. In general what is the quality of representation made Previously Judith worked in Brussels for the European Chemical by trade associations and what has been the trend Industry Association (CEFIC), at the Chemical Industries Association as over time? Director of Business and Responsible Care and as Director General The quality of representations can be quite variable, but most trade As someone who has been ‘on both sides of the fence’ Association organizations are becoming more proficient in this area over time. Management International felt that Judith is particularly well placed to Larger trade bodies representing specific sectors tend to be very comment on the area of representation and to offer some extremely focused and only respond to consultations which are relevant to them valuable feedback and guidance on this important area of the role of and their members. Smaller businesses and sectors are the most an Association Head. difficult to get to which is why HSE set up the Small Business Trade Association Forum which has over 50 trade association members. Margaret Major, Association Management International spoke with There is a core of trade associations who are active in making detailed Judith about representation. representations while others who partake in the forum are content to do so on the basis of receiving information only. Of those that do make representations the quality is generally high and the views provided are constructive and balanced. Those who do make representations consult with their members before providing responses.

3. Do you experience a significant variation in the quality of representations among trade associations?

We find that some responses are more detailed and specific than others. But generally the difference is in frequency of contribution rather than in quality of content. The sheer volume of consultation taking place at any given time means that trade bodies have to prioritise the areas on which they will respond. Some Trade Associations clearly have active participation in consultation exercises from a significant proportion of their membership whereas others forward representations based on feedback from one or two members which they then accept without establishing whether the issue affects their members more generally.

4. What do you consider to be the main features essential to high quality representations?

Focused rather than general – e.g. specific comments rather than general observations such as “health and safety is complicated”. • Representations based around factual evidence rather than anecdotal evidence. • Examples provided to illustrate points made. • Evidence of consulting widely with their members. • Constructive comments which go beyond indicating that there is a problem and attempt to offer some solutions or at least provide more detail as to what exactly the problem is. • Timely – comments made in the here and now rather than retrospectively.

Judith E Hackitt

12 AMI Association Focus

5. Which specific types of organization, if any, are particularly noted for their quality of representation? Most of the remaining legislation that has been introduced in recent years has been deregulatory and has reduced the burden on business That will depend on the type of consultation. If a consultation is sector (for example removal of requirements to submit a number of forms to specific, it will be the sector trade bodies who will provide the most HSE which are no longer necessary). These would now count as an detailed responses. We tend to find that organisations which represent ‘out’ under the new regime. businesses across a number of sectors, or are larger in size, such as the Federation of Small Businesses, British Retail Consortium and Finally, the remaining legislation that HSE has introduced has been CBI submit particularly high quality representations on industry wide administrative in nature (for instance up-rating fees in line with inflation) consultations which take account of more wide ranging factors. and such legislation is also out of scope of the one-in, one-out rule.

6. Are there any interest groups that are particularly The scope for further simplification of health and safety legislation is effective because of the quality of their currently under consideration by the independent Lofstedt review. representations? 9. After your experience with the CIA what would you say The same principles apply to interest groups as to trade associations. has struck you most now that you receive rather than The most effective ones are those who can back their arguments make representations? with factual evidence and who demonstrate that they are giving consideration to the particular policy proposal under consultation I think the things which have struck me the most are: rather than simply (re)stating general principles / positions. - the very wide range of stakeholders and groups who have an interest in health and safety matters and who consistently make 7. What do you consider to be the biggest mistakes made representations to HSE. by trade associations in their representational work? - the capacity for people to misinterpret and misunderstand what is being proposed or implemented, particularly when other One big mistake which is often made is failing to see the bigger picture commentators exaggerate the potential impact of changes. or to take account of other factors which may have an influence. For The exaggeration of the impact of the Government spending instance, where comments are made on the closure of telephone review on HSE being a pertinent case in point! services they fail to take account of the government’s approach to driving businesses towards using the internet and expanding 10. Having experienced both sides of the table what broadband access. more do you feel regulators can do to help encourage The number and array of trade associations covering similar territory effective representational work? often doesn’t help their cause if they fail to coordinate and present a range of different views. The key has to be to increase levels of engagement. The Small Business Trade Association forum is a good example of HSE taking steps to 8. In our last issue we heard directly from Mark Prisk MP, better understand the views of small businesses. It is also very important Government minister with responsibility for regulation, that we explain what we are proposing and why and that consultation who highlighted a dramatic change with the documents ask clear, concise and specific questions introduction of the ‘one-in, one-out’ policy. In practice, how is this impacting on the policy of the HSE and your 11. Finally, what would be your key advice to own regulatory agenda? Trade Associations with regard ensuring their representations are effective? HSE has a long track record of giving careful consideration to ensuring that regulation is justified and proportionate and of doing Representations which demonstrate understanding of the broader thorough impact assessments. The changes introduced under the picture, and which are constructive are the most effective. Trade bodies new administration have added further rigour to those well established need to be able to show that members of the Association have been processes. consulted and provide evidence of working with other partners within their industry. Factual evidence to back up arguments is also crucial. However, EU legislation is out of scope of the one-in, one-out rule and the majority of legislation that has been introduced by HSE in recent years arises from the implementation of EU requirements.

AMI 13 Association Focus

The Art Of Good Representation Mark Boleat

Representation is a core function of many trade Added to these issues, the perception of members as to what associations. Particularly in those sectors that are heavily constitutes good representative work is often different from the reality. regulated, businesses belong to trade associations to Many members want to see hard hitting criticism of the government or help achieve as favourable an operating environment as the regulator and are uncomfortable with a position in which the trade possible. association seems to work closely with those who might be regarded as the enemy. But representative work is also difficult. By its very nature it is long term, with quick wins being very difficult to obtain. Success is hard to For all of these reasons, not only is representation an important measure and this is one area, like many others, where success has a function for trade associations, but it is equally important that their thousand parents and failure is an orphan. It is often difficult to discern members, in particular the leading members, the most influential who has been responsible for a particularly favourable outcome and, ones and the ones who pay the highest fees, understand how the however honest it might be, even a trade association might not know representative function works and the role that the trade association just how much it has contributed to a particular regulatory or legislative should be playing. outcome.

Four Key Principles are successful only if there is adequate preparation, a clear agenda, objectives for the meeting and a satisfactory conclusion. Many There are four key principles that an association should associations regard a meeting with the Minister as an achievement follow in respect of representative work. in itself and are even more pleased if they can say that they left the Minister in no doubt as to the strength of their views. Credibility The first is that the association needs credibility, such that anything it Clout says will be taken reasonably seriously by policy officials. Experienced Sadly, effective representative work is not all about having a good case. officials have an informal rating system for the interest groups with It also involves having clout. Few trade associations have substantial which they deal. When they obtain an email or position paper from clout, and those that do may well owe it to personal relationships with one interest group, it may be subject to a cursory glance and then officials or Ministers. In order to have clout, an association must not given a formal acknowledgement and promptly filed. By contrast, only be efficient and credible and produce evidence-based work, but when something is received from another interest group, the track must also know how to maximise the value of this work and invariably record of that group will mean that it is immediately taken seriously. this means working with others who have clout, whether informally or through more formal alliances. Many trade associations are frustrated Credibility cannot be bought, nor can it be instantly achieved. Rather, because they know they have an excellent case, which they can put it has to be hard earned on the basis of making sound contributions any number of times to officials and they are extremely efficient, but to the policy debate that are seen to be representative of the sector they are getting absolutely nowhere. This is simply because the issue the association purports to represent and which are evidence-based. is not a priority for officials or for Ministers, or in some cases it may An association that makes policy submissions along the lines of “the mean that there are powerful people with a different view. Much members of the association with their years of experience in this representative work has to be about getting issues up the agenda field know that the correct answer is ...” will get nowhere. To have so that they are a high priority and this is where the clout factor is credibility, a trade association must be an insider, not an outsider, particularly important. operating on a basis of trust with its interlocutors in regulatory bodies or government departments. Confidential discussions must remain Strategy precisely that and an association that betrays trust can expect to be Finally, good representative work needs a clear strategy, which must treated accordingly. embrace the other principles covered in this section, but must also include a set of policy principles that are applied consistently. A trade Efficiency association will not get very far if its Chairman bangs on about red The second key principle is the rather obvious one of efficiency. Timing tape and the need to cut back on regulation, while at the same time is important in representative work. Having an immaculate case, fully the Director General is making proposals for stronger regulation. Or supported by evidence and expert opinion, is of no use if the decision if an association says one thing on an issue one year and the opposite has already been taken. An association must conduct its representative the following year, it will quickly lose credibility. work in an efficient way, which means not only doing things on time, but also when meetings are sought with officials or with Ministers, that An association’s representative strategy has to include a comprehensive they are efficiently conducted and not, as is often the case, a waste programme for building credibility and increasing clout. This is of time for all concerned. Having a meeting is never an objective essential to create a satisfactory foundation for detailed work on in its own right, but rather must be a means to an end. Meetings particular issues.

14 AMI Association Focus

The Ground Work When something becomes an issue, as opposed to a possible issue, Representative work can be seen like a sporting fixture. Success does not an association has to assess what resources to devote to it. There is so depend on what happens in the 90 minutes of a football game, or five much going on that associations cannot attempt to score a boundary days of a test match or ten seconds of a 100 metres race, but depends off every ball, but rather must assess where their resources should be to a large extent on what has gone on in the weeks and months before utilised. For each issue they need to estimate the likelihood of being to make the contestants suitably fit to take on the specific role. able to secure what the members want, the importance of the issue to the members and the resources that will be needed. On many issues, It is important that all relevant staff and members understand the an association may sensibly take the view that it is unlikely to have environment within which the association is working. Many associations any influence, that the issue is not a major priority for members and have unrealistic objectives that could never be achieved and accordingly that perhaps the right representative approach is a simple short policy waste a great deal of time in flogging dead horses. An association has submission that may well draw on the work of others. On major issues, to understand the policy environment, the views of the government, an association will need to devote significant resources. the interests of other stakeholders and realistically assess what can be achieved in the months and years ahead, although always bearing in Having made a quick decision on how to handle an issue, an mind that what can be achieved can change over time. association needs to gather any evidence that might be needed in its policy work, which may include commissioning specific studies and it An understanding of the policymaking process, in particular the also needs to use its contacts to build a network of supporters. On some importance of getting involved at as early a stage as possible, is also occasions an association may well have to go beyond its usual contacts important. In this way the views of the association become the views of and seek alliances with new partners. the government by working within the system, rather than outside it. The best representative work an association does is always in private and Formal policy papers, whether they be on the initiative of the association, quite possibly the members will never know about it. Any association or a response to a consultation, are but a small part of representative that publically boasts that it has forced the government to do a U-turn work, but nevertheless they are an important part. They may well be may get some instant brownie points from its members, but this will be the only visible work that an association does on a particular issue. It at the expense of a sharp reduction in its effectiveness long term, as it is therefore important that such policy papers are of high quality. They ceases to be a trusted partner. should stand alone, address the important issues, in the case of a consultation document they should specifically answer the consultation With a good understanding of the policymaking process and of the questions, but, most importantly, they should also emphasise the policy environment, an association at least is in a position to establish its association’s key points. Many departments have now dumbed down credibility. It does this by working with policymakers, by providing them the consultation process, so as to enable responses to be handled with the information and evidence which they need and generally by mechanically through answers to questions. Often the questions fail to seeking to be part of the solution, rather than part of the problem. This bring out the main issues and an association should never be seduced does not mean that associations should always have a cosy relationship into simply answering the questions as set, but it should ensure that it with officials. Sometimes an association will need to go on the offensive also gets over its key points. Formal policy papers need to be widely and to publically criticise. Some associations may occasionally find that circulated, as well as being available on an association’s website. the officials it had to work with are simply not up to the job and that the normal cooperative approach does not work. No association can ever rely simply on making formal representations on an issue. Direct contact with the policymakers is important, but following In order to secure clout, the association has to build alliances with on the point made earlier in this paper, any meeting has to be an those who have clout, or who can contribute to the association’s own efficient use of time for all parties, otherwise it will be counterproductive. clout, and this cannot be done at the last minute when an issue arises. While the quality of evidence matters, the clout factor is important here An association should always seek to identify potential allies and and it is often the case that he who shouts loudest is likely to be heard partners and work with them, helping them where appropriate, learning most. from them and, where appropriate, working together on joint policy submissions. Evaluation When a particular issue has been concluded, it is always sensible Where an association has done all of this groundwork, it is in a very to conduct a brief evaluation of how the association has handled it, good position to handle individual issues effectively. If it has done none identifying what went well and what, in retrospect, could have been of this groundwork, it will find it difficult, however good its case may be. done rather better. This should not be an attempt to blame anybody, That is why associations set up to deal with specific policy issues that but rather an attempt to learn lessons that can be used in future have arisen invariably fail, because they come into the process too late, representative work. have no credibility, no clout and no natural allies. It also makes sense for an association to stand back a little every couple Tactics of years and assess the effectiveness of its representative work. Ideally, Any effective association should pride itself on anticipating the issues it this needs some external help - not a long term expensive consultancy is likely to have to deal with in the next few years. It should not wait to exercise, but rather a very brief exercise, using somebody experienced be told that a consultation paper has been published, but rather should at representative work. An evaluation should examine the quality of have known that one was about to have been published and preferably formal policy representations and involve discussions with the senior should have had a significant input into it. An association needs an executives in the association and, most usefully, telephone conversations effective intelligence network to anticipate future issues, this network with a handful of policymakers in relevant government departments and largely depending on its credibility with relevant officials and other regulatory agencies. Experience shows that such officials are very willing stakeholders. On some occasions an association might be able to head to participate in such surveys, because they believe that they will help off potentially adverse government action, preferably with no publicity at make the association more effective and that in turn will make their job all. On other issues, an association may be able to influence the shape rather easier. of government proposals before they are formally published.

AMI 15 Association Insight

What can we learn from Academic Venues?

The 2011 edition of the Grass Roots Meetings Industry Report indicates that over 90 per cent of all venues purchased in 2010 were academic venues.

Despite this clear endorsement it remains a lower profile and underestimated sector with a lack of appreciation of the benefits Academic Venues offer to Association events. Exhibition in University Place, Manchester Academic venues are built specifically to create an excellent learning environment and offer some of the best fully functional and purpose built venues for delegate meetings. Well known for educational The first was the Rutherford Centennial Conference on nuclear knowledge and housing large theatres and conference venues as well physics - held in August to coincide with the 100th anniversary of as exhibition space and small intimate rooms they can easily cater the publication (in Manchester in 1911) of Ernest Rutherford’s paper for association meetings, big or small. At a time when Associations describing the discovery of the atomic nucleus. are looking to enhance their conference content by harnessing local expertise in their field of interest there is clear resource to be had in Hundreds of delegates enjoyed discussions on many and varied topics. terms of speakers and educational material. They were also able to attend an exhibition of original apparatus, documents and papers at the Museum of Science and Industry and a Often enhancing their enviable meeting space options with easy onsite conference dinner at the Grade II listed Whitworth Hall. The exhibition parking, flexible catering options and large amounts of affordable was opened by Ernest Rutherford’s great grand-daughter Mary Fowler. accommodation we can begin to see why they are such an attractive option for association events. Warming to its theme the University of Manchester will also host the 2011 European Aerosol Conference in September, attracting around Scientific breakthroughs in Manchester 800 professionals from across the continent to discuss the latest developments in aerosol science. One such venue, The University of Manchester, is bidding to become one of the first choice venues for conferencing in the North West. Marketing Manager for conferencing at the University of Manchester, Hosting two major scientific conferences over the summer break it is Layton Quinton explains: “The University of Manchester is a perfect clearly well on the way to achieving this. venue for these kinds of conferences. The city boasts a world class science and technology community and has a rich history and heritage in this field too not least with the work that was carried out by Rutherford in the early part of the last Century.”

“Couple this with quality conference facilities, dedicated staff and the proximity to the heart of a thriving international city, and the University is fast becoming a first choice venue.”

Exterior of the University of Liverpool

16 AMI Association Insight

Sam Rooney, Head of Keele Conferences & Events University Place, Manchester comments: “Keele Event Services reflects the importance we place on helping our clients to grow and develop their events, regardless of where they are located.”

A Place for Everything

One of the events held at Keele earlier this year, for the Institute of Mechanical Engineers, is an excellent demonstration of the flexible way in which these venues work to deliver the right programme for Association events.

The Institute of Mechanical Engineers is the fastest growing Every Aspect on Your Doorstep professional engineering institution in the UK with around 80,000 members and took 130 delegates to Keele for an essential In a bid to further understand why academic venues hold such appeal management skills event. we talked to Hayley Maisey, Head of Operations and Events for the Association for Learning Technology (ALT) who held their 16th Part of a programme of technical seminars, conferences, workshops international annual conference at University Place, Manchester. and lectures held all around the UK by the IMechE for its members this conference is designed to communicate latest research and best Hayley explained: “The facilities at University Place allowed ALT to practice across the industry. run its annual event under one roof, offering participants ease of navigation. The main plenary auditorium provided ALT with a superb The Essential Management Skills for Engineers conference consisted area for keynote sessions, coupled with flat floored rooms offering of several workshops, lectures and interactive sessions, encompassing flexible breakout areas for our wealth of presenters. The exhibition motivational and teambuilding elements. and poster halls were conveniently located to the conference areas, adjacent to the Restaurant. With the newly built George Taking advantage of the flexible meeting space a first evening quiz Kenynon Accommodation Hall found directly behind University night in Lindsay Café Bar was followed the next day by several plenary Place, participants were spoilt with every aspect of the event on their sessions featuring top industry speakers which took place in the doorstep.” 400 seater Westminster Theatre. Workshops were also held in the Chancellor’s Building, based around project management, leadership Another important consideration for ALT is the technical capability of and facilitating meetings. a venue. “ALT’s annual conference demands a high level of technical facilities ranging from online broadcasting to video recording in the A team building exercise in the form of an engineering challenge took main plenary auditorium, to complex AV requirements from presenters place in the Sports Centre (Walshaw Hall). And, finally, a gala dinner in breakout rooms. The event was supported by the excellent technical was held for 121 at Keele Hall, with a themed menu, casino tables and expertise of the AV team allowing ALT’s on-site management team to disco. focus on the logistical elements of the conference,” added Hayley. The Mind, Like a Parachute, Works Best When Open When asked about the importance of those assisting on behalf of the venue Hayley responded: “The Manchester Conference Office are an Another city well known for educational knowledge and excellent asset to the University, from the knowledge of the sales team to the university campuses is Liverpool. As with academic venues themselves organising team’s vast experience of co-ordinating events. Nothing people can have out of date pre-conceptions about major cities but, was ever too much trouble; the teams work over and above their remit with a wealth of academic venues and facilities those that try them will to ensure your event is delivered first-class, providing peace of mind at find themselves converted. all times.” In common with many larger academic venues the facilities at the In a resounding endorsement of their selection of an academic venue University of Liverpool include spaces that range from large, modern ALT have, provisionally, booked a return to University Place for their conference and banqueting facilities to intimate Georgian dining next conference on a three year cycle. rooms, as well as seminar rooms, sport halls, lecture theatres and bedrooms. Offering Support Wherever You Are Working hard to reflect the needs of the Association sector Liverpool Another academic venue that is constantly developing its approach Convention Bureau has joined forces with 27 participating venues to and facilities to further assist Associations with their meetings and create a Liverpool Small Meetings Package to also make Liverpool an conferences is the University of Keele. Keele Conferences & Events affordable city for delegates. is already a favourite in a wide range of sectors including both medicine and education. Last year it underwent a multi-million Whilst associations may still be familiarising themselves with the value pound refurbishment updating all the University accommodation and of academic venues it appears that the venues are very aware of the continues to create and develop event spaces. In addition, it has now needs of the associations sector. With the ongoing efforts they are launched its roaming support service, Keele Event Services, designed making to address these needs and provide excellent services taking a to provide event support and management, largely for its association fresh look at academic venues may prove an education in itself. clients, as their annual conferences and events travel around the country.

AMI 17 Association Interview

In an issue in which we look closely at the role of associations in representing their members we talk to Award Winning one Association leader who has been recognised by both a TAF individual contribution award and an OBE for his Leadership services in this area. Adrian Coles OBE is the Director-General of the Building Societies Association and recently gave some Based on Mutual of his valuable time to talk to Association Management International about various aspects of this role.

Respect Adrian has been in the role since 1993 – a length of time which indicates how enjoyable he finds it. This genuine passion for and commitment to the role comes over through our entire conversation and never more so than when Adrian comments; “It’s a really fantastic role.” before going on to enthuse “It’s immensely enjoyable. There is a huge variety in the role with the areas of savings, housing, financial services and mortgages. There are lots of changes and challenges which keep it exciting - almost too exciting at times!”

Asked what he considers the role to be Adrian doesn’t hesitate. “It’s an ambassador role of flying the flag. It’s being out there making sure your point of view is heard and understood. Taking on the tough assignments – going in front of the Treasury Select Committee and appearing on the Today programme being prepared to talk to John Humphreys – these are roles which can’t be delegated. This is my job to do these big ones.” He continues; “It’s knowing what you want to do with the association and communicating that – both to the internal and external audience. It’s about strategy and direction and communicating with internal members.”

On this point Adrian emphasises the need for visibility and explains how this results in hard choices between quantity and quality. “You can dash around and see everyone for five minutes each or see three people and know them very well but neither will achieve your aims. It is vital to be very stakeholder aware in order to balance all the interests.”

It is clear how demanding a role it is and Adrian is quick to acknowledge the crucial role played by his “very good PA” and staff of 25 which is blessed with a good mix of longer serving and new members.

Turnover of staff at a senior level can make the role of an association head even more challenging and I ask Adrian how the BSA fares with this. “We have been very lucky, or maybe it’s skill,’ he comments before concluding, with his usual honestly, that; “It’s Adrian Coles OBE is Director-General of the probably a mix of both!”

Building Societies Association “We have a nicely mixed team from a Head of Legal services who has been with us 20 years to a Head of Financial policy who joined in 2008 at the height of the financial crisis.” All are very policy orientated and there is also excellent internal administration and operations handled by people who don’t concern themselves with policy. This ensures that Adrian, as Director General is free to focus on strategy and policy first and foremost without becoming overly immersed in internal issues - Something he clearly appreciates.

The financial services sector has seen many changes since 1993 and I asked Adrian how his role had evolved since his appointment.

“It has evolved in line with the evolving markets. The market was getting easier and house prices were rising. The late 90s saw a fantastic boom – in the genuine meaning of the word ‘fantastic’ – resulting in a deeper crash than anyone saw coming.”

18 AMI Association Interview

Originally running the Council of Mortgage Lenders simultaneously Adrian is quick to point out that throughout the members have been with the BSA this inherited arrangement ended in 1996 when it extremely supportive and have understood the need to increase became untenable. The demutualisation craze saw a number subscriptions to ensure the continuing of the workload. “The bulk of of building societies turned from mutuals to shareholder owned the workload is the same whether you have 600 members or 60”, banks and the remaining building societies wanted exclusive he explains “And, if anything, it increases when faced with such a representation. turbulent period.”

The following 10 years saw the demands of accountability drive the “We would face a retention issue if we were useless but our risks. The pressure on managers to deliver ever increasing returns members certainly don’t take that view! With only 50 potential to shareholders in a very competitive market meant risks were taken members we are fortunate to have a very manageable number that were not sustainable. In the mutual model Adrian is the first to resulting in a close relationship with members. My key contacts acknowledge that mistakes were made but fewer risks were taken are the CEOs and the staff members talk to their counterparts in with lending decisions and the mutual model has proved to be far each member organisation. Close personal contact is extremely more successful. important. “

There are now 48 building societies in membership but the remit has Adrian goes on to explain the challenge of getting this also been widened to include 2 mutually owned banks one of which communication right; “You need to have the skill and understanding resulted when the Britannia Building Society merged with Co-op as to when to talk to your members and what about and when to Financial Services and became the second largest member. demonstrate leadership and take the initiative to them.”

A common challenge for associations is member retention. The board is known as the ‘council’ and meets six times a year. Membership of the BSA declined with the conversions in the There are three regional associations who meet a day or two prior late 90s but more recently only through mergers. Clearly these to the main meeting with a copy of the agenda and all the relevant have financial implications for the BSA but there have been no papers made available. This way nothing comes as a surprise. They redundancies or staff cuts. Instead there has been expansion also get the minutes to see what has been decided. through the new mortgage team. So what do the members expect of the BSA? This effective management of the association finances has been “They expect lobbying in its widest sense. They expect us to put achieved in part through the exit fee in place for members. When forward representation to parliamentarians, regulators, the Bank of members merge the larger one pays the smaller member’s fees on England, media, city, regulators, civil servants, and other important an annually diminishing basis finally phasing out in the 4th year stakeholders.” thus offsetting the immediate impact of the loss of members in what is a limited potential membership. “They also want information - the regulatory treacle they have to wade through is so complex that some of our smaller organisations Clearly there is still a longer term impact and some changes have tell us they would not survive without us.” Adrian explains “It’s been made through necessity – a major one being the ending of the economies of scale – why have 50 members all doing what one defined benefits pension scheme in 2009. strong central unit can do.”

“The third expectation of members is a forum for discussion. This is a very cohesive sector with people prepared to talk with each other but always, of course, with an awareness of competition law!”

Having considered what the BSA is, Adrian takes the opportunity to emphasise two things it is not. “It is not a regulator, or self regulatory body. We’re not setting out codes of practice.” He believes strongly in the need for external regulation. “It avoids the inevitable conflict of interest arising from taking members’ fees to represent them but then trying to enforce regulation.”

“It is also not a profit centre. We have our subscriptions and we also have 30 – 40 associate members who value information from the sector– accountants, lawyers, IT companies etc. We also organise seminars and conferences but these are all to supplement the subscription income.”

Asked whether or not the Council ever consider looking for more revenue generating opportunities Adrian returns once again to the needs of the membership:- “It all hinges on what the membership want. Do they want us to lobby on their behalf and provide essential information or go out and raise funds? The answer is clearly the former in this sector.”

With the clear emphasis on lobbying I wondered what Adrian’s feelings were about the impact of the new coalition government and its focus on the regulatory agenda?

AMI 19 Association Interview

“One of the key points we were very pleased to see is the promotion So what does Adrian consider to be essential qualities for of mutuality. There is a stated objective to foster diversity and Association leadership? promoting mutuality to introduce competition into the financial services market.” “The trust of the membership,” he replies. “There must be no surprises – you need openness, transparency, a keen intellect and Clearly the big banks are trusted less than they’ve ever been. There analytical skills and always put the members first. “ is a different way of doing business and the mutuals provide that. The customer service of the Building Societies is recognised as I also asked about forthcoming challenges and opportunities for being far above that of the banks. the members. Demonstrating his keen awareness Adrian answers with thoughts he has already clearly well considered. “If interest Here Adrian admits, with a mischievous grin, to his one failure; “We rates rise and unemployment rises further what impact will it have have failed to find any indicator of customer satisfaction that puts on arrears and repossessions? The economy is currently being the banks ahead of the building societies.” bailed out by low interest rates but there is immense competition for savings and mortgages and resultant low margins.”

“There will potentially be further mergers in the sector and a constant onslaught of consultation papers. “

So with no let up in the enjoyable but unrelenting demands of leadership of the BSA I asked Adrian what he does to switch off. It seems that somehow he manages to maintain a deep passion for walking – “Coast walking is good because you can’t get lost as long as you always keep the sea on the same side!” – Adrian also fits in the gym, loves speaking and the associated travel and reads a lot of political history and current affairs books. As they say ‘If you want something doing give it to a busy man’...

At the TAF annual awards last year Adrian received the award for individual contribution on a night which he remembers as a very lucky one as he also managed to win the raffle! Having collected, earlier this year, an OBE in recognition of services to the financial sector does he consider the recognition important and is it important to the membership to see his work in the sector recognised?

With his, by now, familiar habit of looking to the greater good Adrian answer is heartfelt; “It is important in that it reflects well on the membership and also raises a positive profile for mutual financial services”

20 AMI Sponsored by

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Welcome to the second nfp technology exhibition – a highly- Register Online – its FREE! focused event targeted at non-profit sector professionals. Registration for nfp technology 2011 is free and simple. Visit The nfp technology exhibition looks to take the application of the website at www.nfptechnology.org. uk, click on the link for new technology and new concepts to the next level; striving registration and complete your details as prompted. You will to make membership and donor-dependent organisations as receive e-mail confirmation of your registration by return. effective and efficient in terms of technology application as their commercial counterparts. nfp technology is a significant forum for key sector players to meet suppliers of leading Seminar Programme technological applications. Seminars are FREE to all visitors and provide a broad ranging educational programme on all aspects of technology involved nfp technology is the key event in the calendar for chief in the effective management of your organisation, including executives and finance directors, together with managers some exceptional case studies. Each presentation will run for responsible for databases, websites, social networking and all approximately 45/50 minutes. other forms of technology. nfp technology is the premier forum for non-profit Between seminars this year at nfp technology, we will be organisations to meet and interact with suppliers of technology introducing some new networking and advice “surgery” products, services and advice. For your information, a opportunities. See the website at www.nfptechnology.org.uk for full updated listing of exhibitors can be found at www. more details. nfptechnology.org.uk in the run-up to the exhibition.

Michael Webb, Exhibition Director 03707 367367 [email protected]

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Meet members’ needs Communicate effectively Create opportunity www.excitation.co.uk

22 AMI FREE NFP Technology Programme ASI Europe Best Practice Theatre Theatre B Theatre C Theatre D Speaker(s) Jyoti Hull-Jurkovic John Eikenberry Amar Sanghera Chris Sinclair Organisation Dub Me Now Webjam Mark 2 Ltd. Association of Professional Staffing Companies (APSCo) 3Si Subject Is it Time to Go Mobile? Caught in a Social Media War: Facebook vs APSCo - A Continual Process of Digital Evolution and Members of the Future Google+. Build Your Own Private Social Network Learning Description The adoption of Smart Phones and Tablets is Do I build my fan page on Facebook or Google+? Amar Sanghera, Member Communications Specialist Your members expect to interact with you online 24/7 skyrocketing. People want anytime and anywhere Tired of managing multiple social networking at The Association of Professional Staffing Companies, and are demanding more and more interaction with you 10:15 connectivity. The mobile revolution will have more platforms and campaigns? Why not build your own explains APSCo Digital Strategy and discusses adapting online e.g sourcing information, the latest professional impact on your organisation than the web sites of social networking website. Discover how to engage to the changing needs of its members as they adopt new news, paying membership renewals, etc. This session yesterday. Those organisations that are agile enough your audience without worrying about your data technologies and social platforms assisted by e-mango’s discusses the options available, the pros and cons for to benefit from early adoption will be far ahead of privacy. membership solution. immediate online versus offline synchronisation - and their competition. sourcing best of breed product. Speaker(s) Jyoti Hull-Jurkovic Bruce Groves David McKeown Organisation ASI Europe EIBS (Easysite) Institute of Asset Management NEW FOR 2011 Subject Is Your Website Smart Enough? Social, Mobile, Personal - The Three Pillars of Driving Efficiency and Member Service - Keeping It Simple Networking and Advice Opportunities on Connected NFP Websites the Exhibition Floor Description Getting constituents engaged online is a challenging Incorporating social media, mobile and personalised Discover how the Institute of Asset Management business. Web technologies aren’t only for internal content on your website can be daunting. integrated its website (using open-source CMS), website Between Seminars you will have the

12:00 benefits. In fact, successful engagement through Facebook, Twitter, YouTube..Blackberry’s, iPhones, shop (including SagePay and member discounts), member opportunity to talk with speakers after a web presence is all about making life for your iPads… where to start? But how can you make it database with self-service facilities including evidence their sessions and chat with some leading constituents better. Whether you want to increase personalised and link it all together? Make your upload / update and Internet banking. Volunteers do web sector experts revenues or get closer to your members, engaging website the hub connecting you to current and publishing, the staff edit. Find out what we’ll do next! constituents with a personalised web experience is prospective members. Topics scheduled for open discussion the key. include: Speaker(s) Robin Fisk Linda Parkinson-Hardman Libby Hare and Jenny Crawford • Websites Organisation ASI Europe The Hysterectomy Association Sayer Vincent and Guide Dogs Subject Is Your Future in the Cloud? Hey You! What’s In It For Me? Project Quality Management Made Simple • Technology for Events Management Description Small to medium size membership organisations Everyone has heard of Facebook and Twitter, they How to make sure that your organisation achieves the • Social Media are faced with larger financial expenses and may even use Linkedin or blog. However without a outcomes and benefits from the investment

14:15 complexities in managing IT systems. There are strategy they can’t, and won’t, work successfully. For further and up-to-date information increasing demands on your resources and time. In So, what strategies can you employ to help you watch the nfp technology website at order to become more effective you need to find make the most effective use of these four tools in smart alternatives. What operational needs are better particular? This highly interactive session gives you www.nfptechnology.org.uk achieved with Cloud based systems? the basis of a simple strategy you can build on. Speaker(s) Lisette Sutherland Andy Hopkins and Stuart Bailey Jo Gwilliam James Higgott and Jonathan Wilcock Organisation Golightly Inc. MAST-ICT Acorns Children’s Hospice Royal Marsden Cancer Charity and Remedy Creative Subject Going Beyond Facebook Think You Need a New System?....Start Here Important factors for Direct Debit Management in NFP How to Run Your Own Website Project Organisations Description Your organisation tweets regularly and you’ve got a You know something needs changing, but is it your Learn how ACORNS Children’s Hospice Trust reduced their Using the new IOF Technology Group website as a case

16:00 great Facebook page with many friends. But, do you database system? Learn how to make sure a new annual Direct Debit processing costs by 85%, whilst study, this session will look at quick, effective ways have any influence and control over what’s shared system is the right option for your organisation and increasing their donor collection efficiency and ensuring to manage website projects with small teams. Topics with the rest of the world on these public sites? It’s if it is, how to implement it with the minimum pain full compliance. include guerrilla research, DIY information architecture important to be open - but it’s also important to and maximum benefit. and wireframing, and top tips for working with safeguard your organisation’s greatest assets. designers, specifying and project management. nfp technology 2011 nfp technology

41 40 39 38 37 36 35 34 33 29 Refreshment Service Area

9 12 13 17 23 26 28 8

14 16 19 21 27

7 10 11 15 20

Fire Exits 6 5 4 3 2 1

To Seminars Entrance

Stand Organisation 12 Kainos 27 netXtra 1 e-mango 13 Fat Beehive 28 Rapidata 2 Decisions Express 14 Association Mgt. International 29 Circle Interactive 5 EIBS 15 ASI Europe 33 Qbase 7 thankQ 16 MemberWise 34 Pixl8 8 Inovem 17 Bottomline Technologies 35 Excitation 9 Centrepoint Computer Services 20 3Si 38 MAST-ICT 10 Webjam 23 Third Sector 41 APT Solutions 11 Premier IT 26 DonorPerfect

Global Provider of Web-based Solutions OM.Net a truly versatile CRM

3Si Limited (Stand 20) 8a Brock Way, Newcastle under Lyme, Staffordshire ST5 6AZ Contact Names: Chris Sinclair & Lisa Walton Tel: 01782 710450 ASI Europe (Stand 15) E-mail: [email protected] and Headquarters: ASI Europe, 10 Greycoat Place, London SW1P 1SB [email protected] Administration Office: ASI Europe, Adur Business Centre, Little High Street, Website: www.3-si.com Shoreham-by-Sea, West Sussex BN43 5EG Contact Name: Clive Funnell 3Si is a UK based, privately owned company. We provide a total software Tel: +44 (0)20 3267 0067 ext 5415 solution that enables you to proactively, efficiently manage and develop your E-mail: [email protected] interaction with members, customers and supporters. OM.Net is a complete Website: www.asieurope.eu member relationship management system. Using the latest Microsoft . Net technology it encompasses a scalable, fully customisable xRM/CRM system Advanced Solutions International (ASI) is the largest, privately-owned global with additional modules to manage Subscriptions & Membership, Events and provider of web-based software for member and donor-based non-profits Product/Publication Sales. and has served nearly 3000 customers and millions of users worldwide since 3Si is dedicated to delivering what is required, on time, to budget and we 1991. We have approximately 100 partners and 200 employees worldwide pride ourselves on our customer support and service. with offices in the USA, UK, Canada, and Australia. ASI Europe has served 3Si is a UK based, privately-owned provider of software solutions and services the European not-for-profit sector since 1995 and acquired Fisk Brett in 2008, for many years to companies throughout the not-for-profit and private sectors. creating Europe’s no. 1 specialist software provider for the not-for-profit sector. We pride ourselves on creating a close working relationship with our clients Software Solutions iMIS is an upgradeable software solution for managing and delivering what is required to budget and on time. associations, membership, not-for-profits, and fundraising. iMIS 15, the latest Our technical support team have unrivalled in-depth knowledge of OM.Net, evolution of iMIS, leverages Microsoft’s .NET development platform to provide giving our clients the best care available. a flexible and open webbased solution. ProgressCRM is a packaged and OM.Net is a cost effective Contact Relationship Management (CRM) that upgradeable fundraising software solution for smaller to mid-sized not-for- uses the latest Microsoft .Net technology to provide an easily understood profits. ProgressCRM is easy to implement, easy to use, and has a unique and easy-to-use package. It delivers rich functionality with many additional customer-centric design. features.

24 AMI nfp technology 2011

Dedicated Solutions From technology The NFP Sector Specialists is sponsored by

Centrepoint Computer Services Ltd. (Stand 9) Tolworth Tower, Ewell Road, Surbiton, Surrey, KT6 7EL Contact Name: Michael Baggs APT Solutions Ltd. (Stand 41) Tel: 0208 390 8899 Stratum House, Stafford Park 10, Telford, Shropshire TF3 3AB E-mail: Contact Name: Becky Bradbury [email protected] Tel: 01952 214000 Website: E-mail: [email protected] www.centrepoint.uk.com Website: www.aptsolutions.net Centrepoint has been supplying CRM systems to the NFP sector for the last 20 Would you like a truly integrated website and membership database? With years. Centrepoint was the first to launch a Windows based system to the NFP fully secure online access for officers and remote staff? Plus website content sector. Centrepoint has always tried to use leading edge technology where it has personalised according to member interests and preferences, thus making obvious business benefits to its clients. eTarget® CRM is Centrepoint’s flagship their experience relevant and interesting? Yes? Take your organisation to system, which allows you to manage Contacts, Members, Events, Training the next level, come and visit us on stand 41 to learn more about Stratum Courses, Examinations, Advertisements, Sponsorship, Stock Control, Funded Engage and all of its latest developments such as our Staff Portal facility and Projects and Web Tools. eTarget® is functionally rich CRM and can match iPhone access. functionality of any other CRM available in the NFP sector but at an affordable price. You must speak to Centrepoint before making such an important decision about your new CRM. Visit us on stand 9 to discuss your requirements.

Association Management International (Stand 14) Circle Interactive (Stand 29) 2nd Floor, 52 George Street, Nailsworth, Glos GL6 0AG Create Centre, Smeaton Road, Bristol. BS1 6XN Contact Name: Contact Name: David Moreton Margaret Major Tel: 0117 909 6967 Tel: 01453 836257 E-mail: [email protected] E-mail: [email protected] Website: www.circle-interactive.co.uk Website: www.associationmanagement.co.uk CiviCRM helps organisations grow and sustain strong relationships over Read by Heads of Associations throughout the UK, Europe and further time. This open source, web-based platform helps organisations realize their afield Association Management International provides a communication missions through fundraising, events management, mass e-mail marketing, channel to advance the profession of association management. With content peer-to-peer campaigns and more via one unified solution. Circle Interactive reflecting key areas of responsibility in clear sections including management, specialises in consulting on and developing complex integrated web systems technology, destinations and events it is also easy for suppliers to the sector to for non-profits. We are proud to be the UK’s leading CiviCRM developer. reach these clients effectively. Collaborations with experts from areas of value Our latest product, CiviSites.com is a low-cost, no-hassle Open SaaS to Association leaders is always welcome. For more information and to view implementation of this great software. previous issues visit www.associationmanagement.co.uk

Bottomline Technologies (Stand 17) Decisions (Stand 2) 115 Chatham Street, Reading, Berkshire, RG1 7JX Hatherley House, 15-17 Wood Street, Barnet, Herts, EN5 4AT Tel: 01189 258 250 Tel: +44 (0) 20 8441 9800 Website: www.bottomline.co.uk E-mail: [email protected] Website: www.decisions.co.uk Bottomline Technologies specialise in helping charities and not-for-profit organisations automate and optimise their donor and membership collection Decisions is showing the Contact ManagerTM system for membership processes. We help a diverse range of customers including Breakthrough organisations. Contact Manager integrates with your website and financial Breast Cancer, Acorns Children’s Hospice and the Institute of Physics, system, and provides member management, subscriptions, events, continuously improve member and donor retention, ensure compliance and fundraising, online shop - with paperless and phased direct debit and credit minimise missed payments. card payments. Our focus this year is on helping customers offer fuller services online. Decisions offers a personalised business analysis service and software scoping to deliver a solution that fits the way you work and your business requirements.

AMI 25 nfp technology 2011

is sponsored by technology

DonorPerfect/SofterWare, Inc. (Stand 26) e-mango (Stand 1) DMACS Ltd., Hidelow House, Acton Green, Acton, Beauchamp, Worcester, Gild House, 72 Norwich Avenue West, Bournemouth, BH2 6AW WR6 5AH Contact Name: Ray Ingram Contact Name: Nick Diplock Tel: 01202 755300 E-mail: [email protected] Tel: 0845 519 1480 Website: www.e-mango.com E-mail: [email protected] Website: www.donorperfect.co.uk e-mango is an award winning website and web applications development company that creates and delivers cost effective solutions DonorPerfect clients raise an average of 21% more money their first year! to, trade associations, membership organisations, charities, commercial We can help you raise more money, cultivate donor relationships and save businesses, government departments and local authorities. e-mango time. Target your fundraising efforts to reach the right people with the right also provides mobile apps for trade shows, conferences, seminars and message. Comprehensive donation processing includes integrated payment other events. All products can be tailored to meet an organisation’s processing for one-time, recurring and online gifts, as well as automated changing business needs over time. e-mango delivers the complete acknowledgements and recordkeeping. Powerful reporting and analysis end to end solution from design, development, build, test, deployment, enables you to uncover hidden trends, refine solicitations, analyze results, and hosting and support. improve success!

Easysite (Stand 5) Fat Beehive (Stand 52) EIBS Ltd., Unit 3, Wilford Business Park, Ruddington Lane, Second Floor, 59 Rivington Street, London EC2A 3QQ Nottingham NG11 7EP Contact Name: Abby Pond Contact Name: Neale Mighall Tel: 020 7739 8704 Tel: 0115 977 5400 E-mail: [email protected] E-mail: [email protected] Website: www.eibs.co.uk Web: www.fatbeehive.com

Easysite is the easy-to-use, flexible, online Content Management System Fat Beehive is a web design company. Since 1997, we’ve specialised in designed to enable non-technical users to create and manage feature rich building websites for charities, NGOs and social enterprises. We create websites with minimal training or specialist knowledge. We have clients right accessible and appealing websites at an affordable price. We provide an across the Not for Profit sector, including: Great Ormond Street Hospital easy to use content management system that allows you to control your Charity, Help the Hospices, Dimensions, and NAHT -to name but a few. Our website in-house. So, how does your website measure up? Ask the experts! technology is developed, tested and trusted so you can be confident Easysite Visit our stand for a FREE five minute website MOT, walk away with a helpful will complete your project in budget and in a matter of weeks not months. critique and recommendations.

Membership Management Solutions Connecting You To The People You Need with Dynamic CRM

Excitation Ltd. (Stand 35) INOVEM Inclusionware 58 St Aldates, Oxford, OX1 1ST (Stand 8) Contact Name: Chris Willis Weston Court, Newbury Road, Weston, Berkshire, RG20 8JE Telephone: 0845 2462400 Contact Name: John Glover E-mail: [email protected] Tel: 01488 648 468 Website: www.excitation.co.uk E-mail: [email protected] Website: www.inovem.com Excitation’s Membership Framework is fast becoming the de facto CRM system for Membership Associations. Based on Microsoft Dynamics CRM INOVEM Inclusionware creates the single, simple yet multi-functional its ease of use comes from seamless integration with the standard desktop environment which can connect all the people you need to collaborate with, products their staff use every day. consult or inform. Web-based and WAI compliant, the software includes features to collaborate on documents, seek feedback via questionnaires It offers Membership Associations a flexible platform to facilitate their and publish and record meeting notes and actions. INOVEM is used by membership engagement strategies. Initiatives such as web enabling the associations such as the Royal Institution of Chartered Surveyors and the membership system and providing more targeted communications are key to Society of Radiographers to support a wide-range of committees, working delivering organisational goals. parties and interest groups.

Excitation’s Membership Framework delivers membership self-service and preference driven website content to ensure these initiatives are successful. To learn more visit us on Stand 35 today.

26 AMI nfp technology 2011

is sponsored by technology

Designing And Implementing Industry IT Solutions MemberWise Network (Stand 21) For More Than 20 Years Contact Name: Richard Gott (Founder) Tel: 020 7223 2450 E-mail: [email protected] Web: www.MemberWise.org.uk

The MemberWise Network is a free and dedicated membership organisation and association-specific resource. The network has over 750 subscribing organisations and offers a range of services that include a dedicated website, Kainos (Stand 12) practical advice sheets on a range of topical subjects and issues, outcome- 4-6 Upper Crescent, BT7 1NT, Belfast, Northern Ireland driven events, online professional networking opportunities and exclusive Contact Name: Jackie Devine supplier offers and discounts. The MemberWise Network Founder, Richard Tel: +44 (0) 28 9057 1100 Gott, will be on-hand throughout the event to offer free and independent E-mail: [email protected] help and advice. Website: www.kainos.com

Kainos®, the IT solutions company, specialises in the deployment and integration of Enterprise Content Management (ECM), Electronic Document Management (EDM), Workflow and Collaborative technologies. Headquartered in Belfast with offices in London, Dublin and Gdansk, Kainos employs over 260 consultants. The company’s four business units, Evolve® netXtra (Stand 27) Healthcare, Causeway Applications Management, ECM Solutions and The Old Foundry, Hall Street, Long Melford, Suffolk CO10 9JG Systems Integration deliver and support thousands of business applications Contact Name: David Barrett for hundreds of customers across a diverse range of business areas. Tel: 01787 319393 E-mail: [email protected] Website: www.netxtra.net

With 200+ clients, netXtra is a website development company that specialises in providing membership and not-for-profit organisations with comprehensive website design, development, integration and hosting services. netXtra’s proven approach enables organisations to raise market awareness and increase membership and support through online engagement and interaction with members, supporters and other website visitors. Solutions include clear, easy-to-navigate websites, comprehensive content management systems, email marketing and newsletters, back-office integration services and fully managed website and CRM/MRM hosting.

The Solution To Your NFP Membership Sector Specialist Consultancy Requirements

Pixl8 Interactive (Stand 34) MAST ICT Limited (Stand 38) Unit 3, Tun Yard, Peardon St, London, SW8 3HT Suite 124, Chremma House, 14 London Road, Guildford, Surrey GU1 2AG Contact Name: Jonathan McLellan Contact Name: Martin Thompson Tel: 0845 260 0726 Tel: 07826 766 790 or 0208 133 4702 E-mail: [email protected] E-mail: [email protected] Website: www.pixl8.co.uk Website: www.mast-ict.com Pixl8 is a web design and development agency, specialising within the At MAST ICT we recognise that NFP organisations need to make the best use membership and not for profit sectors. Our client portfolio includes over 50 of their limited resources and the most of their database. Our experienced membership organisations, associations, institutes and charities. Our fully and respected consultants can help by reviewing current practice, making featured website package –WebConnect goes hand in hand with our vast recommendations for improvements and assisting with implementation. If you member database and CRM integration experience to provide a complete want happier supporters/members, more efficient processes, improved ROI solution to enhance your members’ and supporters’ online experience. and higher income, then come and visit us at Stand 38 to find out how we can help.

AMI 27 nfp technology 2011

is sponsored by technology

Website Design And Development thankQ Limited (Stand 7) For The NFP Sector Suite A, Loughborough Technology Centre, Epinal Way, Loughborough, LEICS LE11 3GE Contact Name: Graham Hewitt Tel: 01509 235544 E-mail: [email protected] Website: www.thankQ.co.uk

thankQ is not just about extensive and powerful functionality. To get the most Premier IT (Stand 11) out of thankQ we understand that you and your team need to be able to use Contact Name: Charlie Douglass it quickly and easily. Our clients tell us thankQ is the easiest CRM software to New Premier House, 150 Southampton Row, London, WC1B 5AL use and our training and support teams are here to help at every stage of the Tel: 020 7837 2690 relationship so that you get more out of thankQ, more of the time. E-mail: [email protected] Website: www.premierit.com

Premier IT is a creative and experienced Website Design and Development Agency, providing website services to over 50 membership, charity and not- for-profit organisations. We specialise in developing online communities and social media, online membership and events management and database integration. Premier IT also provides e-Portfolio/CPD software, training Third Sector (Stand 31) management systems, e-Learning development, IT training and cloud Haymarket Media Group, 174 Hammersmith Road, London W6 7JP computing and IT support services to over 100 organisations in the NFP Contact: Ross Banford sector. Tel: 020 8267 4951 Email: [email protected] Website: www.thirdsector.co.uk

Third Sector is the leading provider of news, information and jobs for the charity and not-for-profit sector. The brand covers fundraising, governance, finance, communications, management, policy and politics, Third Sector’s audience comprises of chief executives and managers in charities, voluntary organisations and social enterprises. Third Sector and ThirdSectorjobs.co.uk provide organisations with the quickest, easiest and most cost effective way to target UK charity professionals. While passive/active jobseekers have a wide range of new job opportunities to choose from. Qbase (Stand 33) 31-33 Bold Street, Warrington, WA1 1HL Contact Name: Mark Doyle Tel: 01925 644 800 E-mail: [email protected] Website Design And Development Website: www.qbase.net For The NFP Sector

Qbase use a combination of data analytics, propensity modelling and data cleansing to prepare highly refined mailing files. We will save you money on your direct marketing whilst also greatly increasing the likelihood of obtaining responses. Our data services stand alongside our highly scalable cloud based CRM system, the SCV, which is specifically designed for charities who wish to better manage their supporter engagement. Our approach is unrivalled and our results are tangible. Webjam Mark 2 Ltd (Stand 10) Tolworth Tower, Ewell Road, Surbiton, Surrey, KT6 7EL Contact Name: Daniel May-Miller Tel: 020 8390 8899 E-mail: [email protected] Rapidata Services Plc (Stand 28) Website: www.webjam.com 225 Three Bridges Road, Crawley RH10 1LG Three simple questions: Contact Name: John Rogers Tel: 01293 524 066 Think you know about social media? E-mail: [email protected] Website: www.rapidataservices.com Understand the importance of engaging with your members, donors, employees etc. through ongoing conversations and Rapidata specialises in the NFP sector. We offer online tools that enable interactions so you know what is important to them? your supporters to engage in a smooth donor journey. Branded web Know how to implement this? pages for regular donations, one off gifts using credit/debit cards. The branded online event registration tool allows participants to register, Webjam helps you to connect with your target market by providing an pay the registration fee, set up fundraising pages and link them to Face affordable easy-to-use, fully branded modular solution for building social Book and Twitter, all under one roof. Other services on request. media, publishing and engagement solutions – such as your social network , Contact: John Rogers 07775 941 071 website &/or intranet - around the people you want to connect with. Interested? Come and see us on Stand 10 to learn more.

28 AMI Association Insight

Customers and consumers Of course our “customer” is often primarily the Association executive and the “consumer” is the Association member. But for most events there are other players involved whose contribution and reactions are important too – people such as event sponsors, conference speakers and staff at various levels in the actual venue. Successful conferences, exhibitions, meetings are all a collaborative effort and as event organisers with experience of staging and managing events all round the world, we’re very cognisant of the fact that a lot of often unseen or overlooked contributions from a variety of sources are made, which can affect the overall success.

During an exhibition we staged for a particular Association we made Sam says.. a point of eliciting verbal feedback from the exhibitors and sponsors In our Summer issue Sam Elliott, Managing while they were on site. It was important to have feedback from their perspective; it also created significant added value in that many of Director of event management company those people fed back to the Association how much they appreciated Bien Venue Ltd, considered the intricacies being asked for their opinions and reactions. Not only were they involved in planning for an event. As she pleased that we had met, if not exceeded their expectations, but they were very keen to be involved in the next event for that Association. takes us on the customer journey during 2011, she now turns to what happens – or At my company we also include de-briefing of our own staff. Bien should happen - after an event. Venue staff are encouraged always to makes notes during each day of an event and to be constantly thinking of ideas for next time, running If you can’t measure it, you can’t manage it through the “what if” scenarios, gauging reactions. We’re probably I think readers of my last article were generally agreed that effective like the proverbial swans gliding serenely along on the surface but planning is essential, particularly in the case of successful event powering and steering like fury underneath. management. Foresight, or better still forethought, is indeed a great gift; hindsight – the ability to understand, after something has When eliciting feedback it’s important to refer to the original objectives happened, what should have been done – is to me, not as great a gift, for the event: maybe to encourage more interaction among delegates, but it’s still very valuable. to create learning or networking opportunities, to build relationships, break down barriers, to motivate delegates, to get buy-in to new ideas, Post-event considerations centre on how effectively you’ve planned to policies or strategies. Whatever the stated objectives, ensure you capture feedback – and then of course how effectively you use it. I do include in your feedback tactics a means of measuring how effectively strongly subscribe to the principle: “if you can’t measure it, you can’t they were achieved. manage it.” It has stood me in good stead in running my business. Honesty is the best policy. If we got something wrong it’s best to admit We have many options available for eliciting feedback after an event: it. Thankfully it’s very rarely the case, but giving the reassurance that sending out a survey, handing out a questionnaire, taking random we would indeed do that for our customer adds to the confidence they samples, posting an online facility, conducting 1-1 interviews, holding have in us as a supplier and it’s one of the ways we add value. feedback sessions, making follow-up ‘phone calls, etc. However you gather feedback, you should plan your questions, record your answers, Big isn’t always best interpret the results then communicate and learn from them. It is Feedback can sometimes take you by surprise, as was the case in important to plan a questionnaire so you can analyse it accurately and a recent survey of Association members attending an annual event. interpret both the qualitative and quantitative data. Rather than move from a regional to a national event, delegates were virtually unanimous in their wish to retain a comparatively small Maximising response event. They valued the networking opportunities and social elements As an incentive to complete and return our feedback forms we offered particularly highly – indeed they confirmed that these were of almost delegates to a key Association conference the chance to win a free spa equal importance to them as the technical content. Size was an day. The majority of attendees were female, but I seem to recall that incentive to return each year, but not necessarily on the scale the absolutely every one of the male delegates responded! We also knew Association had thought. that many delegates would want access to the material used in the presentations so we offered a link to all that information on receipt of their feedback form. Remember that experience is

This double edged approach produced a response rate in something you don’t get until just excess of 70%, giving us comprehensive and after you need it! valuable data.

Good judgement comes from bad experience – and most of that comes from bad judgement.

AMI 29 Association Insight

Is Your Event Business Able to Deliver Your Event Strategy?

William Thomson, of Gallus Events, is an events Understanding that an events business focusing on costs and consultant specialising in the Association sector. expenditure will deliver a better service to members is the most crucial factor in a department operating or striving to become more In this, the second article, of the specially commissioned commercial. This commerciality can be reflected in the name of the series of articles for Association Management International department but it is also understood in the culture within the events on Strategic Event Management William guides us through team and needs to be shared by the wider culture of the organisation. a structural analysis of an events business that ensures the department is able to deliver the strategic objectives that The department can make money from members or were identified in the first article. stakeholders only by providing a fantastic service The service the events team provides adds to the A strategic approach to events isn’t solely about raising income member experience, it doesn’t detract from it although the financial opportunities clearly play a big part. Events are a wonderful way for associations to commercialise their intellectual When not-for-profit organisations review their existing events list it is property to generate content for a conference; to make the best use tempting to look at those events run by commercial event companies of their contacts and add value to their membership. and attempt to benchmark the events against these but this is rarely the best approach. It is much better to benchmark against successful Whilst Associations come in all shapes and sizes one thing almost and similar businesses. every association does is to organise some type of event for its members. This may be a simple dinner, a series of regional Benchmarking your events portfolio roadshows, a major international congress or a few smaller conferences spread through the year. When looking strategically at your events the first stage is to benchmark what you’ve already got. Depending on your attitude to Whatever the number and style of events they will be delivered with the truth benchmarking can be as refreshing as a cold shower or as much more success if the senior managers assume an active role. painful as a slip in the bath. So let’s see who enjoys getting wet! Taking a strategic approach to events allows the association to deliver To do this we need a benchmark: A team of four events professionals two key objectives: earning enough money to stay alive and providing should be able to manage 60 – 80 events per year, generating a valued service to members. Successful events can provide both revenue of around £1.2m - £1.5m. They might use outsourced these crucial elements. resource now and again, but most of the organising will be done in-house. A good medium sized trade association or membership The member service and a more commercial approach body should be looking to generate this level of turnover and a profit of £600k - 700K wouldn’t be unrealistic. Running events with a keen Many associations strive to achieve a balance between the member eye on costs allows this number to be organised for around £500K. service requirements and the commercial demands of their organisation but few succeed. This often becomes most noticeable Having looked at the figures I wonder which of you are feeling in the execution and planning of the association events where refreshed and how many are picking themselves up from the we see one demand prioritised over the other rather than the two bathroom floor? approaches being considered together. If you are already at this level then take a pat on the back but it is still In order to remain viable organisations must provide products and time to undertake a strategic review. Never rest on your laurels. services as part of their membership fee or subscription and they also have to generate income from sources other than those subscriptions The importance of your brief and fees. So where should events sit? Should they be included in the membership fee or as part of that additional income? Now that you have a general idea of what may be possible in terms of numbers the next step is to decide on the brief for your review. Like In a commercial events department there is an understanding that any review your strategic events review must start with a clear brief. the department should have financial targets at its core. It is amazing This brief would either be delivered to the external organisation who how many events departments, who consider themselves to be are carrying out the review or to the internal team looking at your operating commercially, do not have financial targets. It is important events business. to consider that the financial target doesn’t have to be a positive one; it can be a negative one if that better delivers the objectives of the Outlined below is a fairly typical brief which looks at the areas you organization. A negative target is better than no target at all. can expect to cover when conducting a strategic review:

30 AMI Association Insight

The Brief must: • Negotiation training for logistics staff (especially with regard • Support your overall business plan external venues) • Benchmark your events portfolio • Assess the existing product portfolio Supervisory support • Assess the processes We looked at the importance of this in the first article in the series A well delivered brief will focus not just on the required outcomes but but it is worth stressing the importance. If it’s true that events also how you want them to be delivered. don’t sit in a vacuum then they certainly don’t survive without the Here’s a good example: support and understanding of senior management. To an external consultant situations such as those outlined below are all too Deliver a written report with the following outputs: frequently evident: • Benchmark our events pricing policy to identify opportunities for a more commercial pricing strategy • A lack of understanding of the potential of the events business • Benchmark our existing event portfolio to identify gaps and • A lack of understanding of the problems the department has opportunities for new products and services in operating in a restrictive membership environment • Identify strategies to attract more non-members (Here you • The need to empower the events department to operate at can insert any specific weakness you perceive in your own ‘arms length’ to the business ultimately to deliver a better organisation) service • Detail a model for successful virtual / hybrid events • Outline how social media can be used to increase attendance Style

Given the current climate at least a couple of these would appear This is the moment to review the events department through the eye on the list for review for many associations. As well as these specific of the ‘customer’. This can highlight areas which are too process outcomes the review process is also an ideal opportunity to conduct a driven or are designed for the needs of the organisation rather than general overview of the events department. the customer. Once again I have outlined below a format for this process Services Structure And now at last we get down to the nitty-gritty and look at what other Take an overview of the departmental set up compared to similar events you should offer. This is the point at which organisations often organisations, start the review process but, as you will now see, this is actually more A quick look at the structure may highlight problem areas such as: effectively done once the building blocks are all in order. By looking at what is needed you may find: • Too much specialisation in job roles • Lack of clarity over who ‘owns’ the events • Different formats, prices, venues and levels of engagement • Lack of flexibility in people resource from sponsors and exhibitors are needed and can be very • Too high a ratio of numbers of staff to events easily added commercially • There is a lack of consistency in terminology which is Systems confusing to the outside world • It is possible to build brands within the events business to We all know that services do not operate in a vacuum. An overview simplify the structure of the systems in place can highlight situations that need addressing such as: Processes

• Website. The events business has to fit into the overall website And finally: A strategic review needs to consider the particular but this may result in it not offering the best service to its own environment in which your event department operates. This stage is ‘customers’ often better done by an external eye who sees the processes objectively • Venue. Policies such as those making the use of your own and can highlight where they are cumbersome or too risk averse or too building for events may lead to non-commercial decisions labour intensive and failing to place the customer at the centre. thus restricting the number or quality of events For example: • Payment restrictions. An inability to invoice for event attendance may adversely affect the outcome • On line booking is best viewed through the ‘customer’ eyes • Database. Is there sufficient focus on the information • Are paper booking forms essential or can they go? necessary to target events effectively • Could more automation be embraced? • Is the programme development flexible? Staff • Does the programme development embrace and engage the business experts in the organization? The organization of events has evolved dramatically in recent years and it’s important to ensure that the team still holds the right skills. By following this process of review you will be able to highlight the This area of review is to highlight where additional training will ways in which events can start to deliver the objectives we looked at benefit staff by considering such areas as: in the first article. Achieving these objectives will then result in the increased member value and revenues identified at the start of this • Event marketing training for marketers covering new areas one. such as social media • The importance of programme development

AMI 31 Association Insight

Don’t just review it. Do it A serious, dedicated and strategic review of your events business along the lines suggested above, if delivered by Many of you will have experienced strategic reviews which fail to the right person, can realise significant benefits for your deliver anything at the end of the process. It is essential that a review association’s bottom line and a full and varied service to delivers action and, because events are so tangible, it is easy to your members. demand some outcomes from this strategic review. If you involve your event organisers in the review you will find that they are naturally Which I hope, after all, is what we are all after. wired to seek solutions to the problems they are already experiencing. WIlliam Thomson is contactable via In order to ensure an outcome that results in a permanent positive [email protected] change I would suggest the review is required to deliver something www.gallusevents.co.uk along these lines:

This is an actual example of the ‘quick wins’ and ‘goals’ from the strategic review of a large association: GOALS SMALL MEDIUM LARGE Your database to collect more data from members  Invoice for attendance at events  The on line event process to be reviewed and altered  Questions which will help the commercial parts of the business to be  asked of all members A restructuring of the department putting the programme developer in  a more ‘event manager role’ The organisation to view the events department as an arms length  business and allow it to run differently to the rest of the organisation Allow the events department to run events away from organisation’s  own venues Develop an international events strategy 

QUICK WINS SMALL MEDIUM LARGE Run certain events at an external venue  Standardisation across marketing materials in terms of style and  structure Allow certain programme developers to reduce level of research for  certain subject areas Do not seek sponsorship and exhibition income for every event  Identify 2 or 3 events which have the capacity to grow into bigger  events and develop a strategy Do not use booking forms for ‘free to attend’ event  Refresher course for programme developers to take on board new  developments in events planning Use an external microsite to organise the Annual Dinner  Tailored training for marketers on Event Management  Create a technical seminars brand  Re design the event management process for the technical seminar  brand reducing the amount of time it takes from idea to event Create an annual conferences brand (8 to 10 events) from events  already planned for next year and identify others that fit Do not upload sponsorship logos etc until invoices are paid 

32 AMI Technology Insight

Your Most Valuable Asset

Annie Manning is currently • Identify trends working as a writer and • Provide statistical evidence where required quality consultant for Credo • Generate reports for sharing and increased ownership Marketing and Publishing. • Generate testimonials for websites and marketing material After many years in various • Create a greater awareness of member needs and feedback sectors including commercial, health, education and charity Database Software & Training Annie has too frequently seen organisations in all these To ensure that your database is recorded, updated and utilised to sectors treat one of their maximum benefit your choice of software is as important as your choice most valuable assets with of staff. Once you have the right staff you owe it to them to provide the carelessness. right marketing tool to enable them to use their time most effectively, to drive it to full capacity and to ensure it results in an organisational In the following article Annie takes us through the advantage. compelling reasons why you need to take greater care of your database. There is a real temptation to think short term and, as a result, fall short of the possible gains by not looking at the bigger picture. It may actually What many companies, associations and charities alike often fail to be better to invest in training staff to drive the system you already have recognise is that their database is their business. Not only a vital business than to re-invest in new software. The problem may be in front of the tool it is also a core company asset. computer rather than inside it!

Planning and managing any aspect of your business activity will always Software generate better results and your database is no exception. A customer database is the driver for any marketing campaign or customer survey, It is not to be assumed that investing in the most expensive or both of which are vital to the long term growth of your organisation. sophisticated system will achieve the best results. What is important is to implement the system that is best for your organisation with its individual Getting to know your Database needs. There are various software systems on the market which are designed to ‘grow as your organisation grows’. You may well find Since your database is your business it is essential that you know it inside systems that offer a great deal of functionality for a surprisingly low cost out and, through it, communicate regularly with your customers to get to which includes tailor made training to suit your budget and requirements. know them in the same way. Ensure you have specified exactly what you need the software to do By maintaining contact on a regular basis you will automatically: then find a product that encompasses all the elements you need; • Keep the database cleansed a complete member solution, including relationship management, • Establish new contacts donation processing and gift aid (where applicable), in-depth marketing • Retain existing business and find opportunities for new and repeat analysis and consider such things as web solutions and texting modules/ business. features currently available with higher end systems to drive instant communication and, of course, membership management. Communication is always the key to success. It is imperative for associations and charities to maintain the support of their members and If you are not sure which one to opt for ask around, take investors by maintaining regular contact. recommendations and feedback from organisations with similar Another route to engaging communication is to use surveys. Conducting requirements to that of your own and who have ‘gone there before’ or client satisfaction studies reinforces your commitment to long term service speak to an independent consultant. Choose a supplier that will give and customer care. you proper support via a competent helpdesk or onsite support. Make sure you have agreement with regard to your evolving future needs and An unsolicited, non-sales call is almost always welcomed. As your survey ensure they take their own product development seriously. or study develops not only are the resulting statistics a vital lifeblood of Whatever the temptations, particularly given the current economic an evolving organisation but the value of the comments, trends and early pressures, don’t opt for the cheapest solution; think long term. This is warning signals can make this a major contribution to future and present your most valuable asset we’re talking about. business efficiency.

Surveys and other interactions with your database members result in increased business intelligence which can help to:

• Identify Business Opportunities • Improve Internal Communication • Identify Marketing & Research information • Increase customer confidence by unsolicited PR on behalf of clients • Cleanse & Update Data • Generate Useful Leads • Trouble shoot – identifying possible losses early • Identify unclaimed opportunities within existing data

AMI 33 CSR Update

To Bee Or Not To Be? As Albert Einstein once said “If the bee disappears from the surface of the earth, man would have no more than four years to live.”

diverse country, occupying a small but refreshingly unspoilt and beautiful natural Aarea, Slovenia has more reasons than many to recognise the importance of the preservation of its natural assets. The lush green surroundings, the simple pleasure of drinking water from the tap throughout the country, the exquisite taste of the local cuisine and the richness of flora and fauna are some of the key attractions that convince meeting planners to hold their meetings in Slovenia and the Slovenian Convention Bureau recognises the importance of protecting these.

As a first step in reducing the meeting industry’s negative impacts on the environment Slovenia launched the award winning ‘BeBee’ campaign which has been running successfully for almost a year. Bees play a crucial role in the environment. They are needed for the pollination of agricultural crops that make up one out of every three bites of food on our tables. Indeed many species of plants and animals would not survive without bees. The tiny farm workers also play an important role in maintaining biodiversity but a mysterious phenomenon of colony collapse disorder has wiped out large numbers of the bees.

A Symbol of Uniqueness and Diversity In our quarterly focus on the vital subject of sustainability we take a look at the broader thinking behind this campaign which aims to increase the number of bee colonies, slowing down the negative trend reflected in the loss of bee colonies. The BeBee campaign thus represents one piece of the puzzle in preserving the natural assets of Slovenia.

Symbolising the diversity of natural resources and the unspoiled nature of Slovenia, bees are an appropriate choice to represent the Slovenian vision of preserving nature. Being the only European country to protect its indigenous species, the Carniolan bee, the uniqueness of Slovenia is also well represented by this familiar symbol.

34 AMI CSR Update

The Slovenian Convention Bureau became an annual gardens provides profuse bee pasture with the added patron of the Beekeeping Association of Slovenia and advantage that the vegetation is not sprayed with its Carnolian Bees Conservation Trust whose aims insecticides and exhaust gases do not influence the are to protect Carnolian bees and to raise awareness quality of the produce. In pollinating city plants, urban of their importance. The BeBee campaign will enable honeybees also help increase biodiversity, pollinating a beekeepers’ club in a Slovenian primary school to between 75 and 100 important plant species. set up a learning beehive to breed and keep the bee colonies with a view to increasing the number of colonies Slovenia to host the IMEX challenge 2012 to thirteen. By learning about beekeeping the pupils will The success of the first IMEX Challenge last year proved that become aware of the importance of natural and cultural heritage. the meetings community is keen to give back. Jon Bradshaw, Business Development Director of the IMEX Group, who manages the CSR Bee Responsible – Adopt a bee colony project on behalf of IMEX, approached a few destinations potentially Associations that are eager to make a positive impact on society interested in hosting the second IMEX Challenge and Slovenia with its and environment are invited to join the BeBee socially responsible capital Ljubljana was selected for 2012. campaign. As one answer to the challenging question of how to offset the negative effects of the meeting industry, the BeBee campaign aims Three official partners – the Slovenian Convention Bureau, Ljubljana to increase the number of bee colonies. But don’t worry, they won’t Tourism / Convention Bureau and Go Mice congress & marketing actually be sending you a bee colony at your address. The required agency, aided by the Slovenian Beekeepers’ Association and Draga action is simply to express support of the BeBee campaign by signing Centre, have created a meaningful project that will continue long the petition. By doing so organisations can support the aspirations of after June 2012. The idea is to build beehives within the grounds of the Slovenian meeting community in preserving the green destination an institute for mentally and physically disabled children and adults. of Slovenia and the taste of Slovenian honey! It is anticipated that they will be involved in the bees’ upkeep as well as potentially creating revenue from harvesting and selling honey. By The Main Congress Centre is Buzzing pure coincidence, two of the school’s staff are registered beekeepers Located in the very centre of Ljubljana, the country’s capital city, and are keen to assist in the future, too. The project will need to be Cankarjev dom is the principal congress and cultural centre of completed in just 3 days and applications for dynamic and enthusiastic Slovenia. Three families of Carniola bees are currently buzzing in their team volunteers are now being taken! beehives on one of the terraces of its variegated roof. To support the goals of the BeBee campaign or to find out Each beehive houses a family of 40,000 honeybees. Although not more simply visit: immediately obvious, the urban environment with its trees, parks and www.bebee.slovenia-green-meetings.si/bebee/

Head and shoulders above the rest.

Unlike many other venues, most of our meeting rooms have state of the art A/V equipment permanently installed, including free WiFi access across all sites, supported by highly skilled technicians, providing added value to our day delegate rate packages. Our huge variety of venues, from a single university meeting room to our dedicated conference centre and hotel, means we have options for every budget so for your next event try The University of Manchester.

To request our brochure telephone 0161 306 4100 or email: [email protected]

AMI 35 Association Event Insight

Association Management International talks with Erica Keogan who EIBTM – heads up the Professional Education Programme across the portfolio of IBTM events on 5 continents. With her remit for looking after relationships with the world’s industry Associations we asked Erica to explain the way in which EIBTM is working to ensure an Association Association programme that will benefit those association delegates giving up their time to attend.

Programme With EIBTM looking to offer a valuable experience to a broad range of attending organisations can you explain where the Association sector Insight fits into this picture? This sector is a strategic imperative for our exhibitor community. Even with economic fluctuations the association market retains its status as a With Erica Keogan, Head of the vital component of EIBTM. Professional Education Programme What feedback did you get from last year’s Association for IBTM events delegates and what changes, if any, are you making for 2011 as a result of the feedback?

We received great feedback on the overall content of the association programme and we review our programme each year to ensure that it remains fresh and relevant to the delegates attending. Understanding the needs of the associations is integral to our planning for this sector each year.

The Association content for this year’s event seems less high profile than it was in 2010. Is there a reason that there seems to be less of a specific focus on this sector? Traditionally this part of the overall professional education programme for EIBTM is planned over the first 6 months of the post show cycle as we have to take into account all the research done with delegates attending the previous show. This results in announcements about the content coming later in the cycle.

What trends have you seen over the last couple of years with regard the impact of the association market on the meetings and events sector? One of the key trends is that the sector has remained stable and constant despite fluctuations that have occurred in the meetings industry over recent years. Association business is viewed as a steady long term investment for a destination and venue.

What are the main things you are hoping to deliver to Associations through the EIBTM hosted buyer association specific programme and why would you recommend that a busy association meeting planner should find the time to attend? The programme is aimed at everyone involved in the forward planning of associations and their events. The education content of the EIBTM Association Programme as well as the opportunity to network with peers has become a crucial driver for attendance.

Are there any significant developments for Association delegates at this year’s EIBTM that you can let us in on? We are looking to increase the number of association hosted buyers this year and the registration process has now opened online at www. eitm.com and we would urge anyone who is interested to register now.

If you could communicate one key thing to any Association delegate considering attending EIBTM 2011 what would it be? That the overall business opportunities, education and networking available to all qualified hosted buyers is one of the components that makes EIBTM the leading event of its kind in the world.

36 AMI The Global Meetings & Events Exhibition 29 November – 1 December 2011 Fira Gran Via, Barcelona, Spain

Five star business opportunities for meetings and events professionals

Join over 14,200 industry professionals at the leading international event for the meetings and events industry, taking place in the vibrant city of Barcelona. Senior level buyers and

decision makers can also benefi t from being fully hosted at the show. If you only go to one show a year this“ is an annual must attend event without a doubt. “Tim Procter – Air Charter Ltd.

Scan the QR code with your mobile to watch our show video and be inspired! No code reader? Search for QR reader in your app store; download one of the selection of apps available. Alternatively visit our website to view the video www.eibtm.com

Find out more and register today at www.eibtm.com/associationmanagement

EIBTM is part of the Reed Travel Exhibitions Meetings and Events Portfolio organised by Event Preview

Thailand in October? Probably vying for the longest title of an event, the Incentive Travel & Conventions, Meetings Asia is appropriately abbreviated to the IT&CMA.

To attend this event and the Corporate Travel World (CTW) Asia-Pacific, you need to be in Thailand’s capital, Bangkok from 4 to 6 October 2011.

Into its 19th year, IT&CMA brings together suppliers and buyers in a 3-day exhibition and business event featuring MICE products, services and solutions. The 14th CTW Asia-Pacific is a conference and exhibition on travel and entertainment management, attracting influencers and decision makers of corporate travel functions who want to keep abreast of the latest knowledge and trends in this sector. IT&CMA and CTW event. These include opportunities to meet and find Tailored for Associations the right MICE suppliers to work with. It would be easy for Association professionals to find immediate relevance at IT&CMA and CTW. In fact, the event has earned huge The IT&CMA MICE Exhibition this year will offer over 350 convention support from Associations such as the Australian Society of Association venues, hotels, DMCs and convention bureaux that will be of interest Executives, Canadian Society of Association Executives, International to Association buyers who are looking to organise Association Congress and Convention Association and The Asian Association of meetings and congresses. Buyers could take advantage of 32 Convention and Visitor Bureaux. business appointments to be conducted over 2 full days of exhibitions. Appointments are scheduled both pre-event (via computer matching) They are contributing several tailored activities to the IT&CMA and and on-site through the Sellers-Meet-Buyers and Buyers-Meet-Sellers CTW programme this year, including a Data Training Course, Breakfast sessions. Briefing and details of The Association Professionals Competencies Certification Course (PAE) For Association Executives. Association A keynote address, panel discussion and morning seminars will provide professionals will have an opportunity to contribute to the discussion opportunities to inspire, to exchange knowledge with peers and experts and network with future business partners at a seminar on “How to win and to prompt ideas that you can apply to your work and strategic and keep association meetings”. This is targeted at MICE suppliers practices. like meeting planners, DMCs and venues looking to attract more Association business. Luncheons, dinners, cocktail receptions and late night functions all combine to ensure visitors can network and be entertained. And Mr Darren Ng, Managing Director of TTG Asia Media – the organiser don’t forget the pre-event city tours of Bangkok and post-show tours of of IT&CMA and CTW commented: “With the contributions of our Thailand. supporting associations, we can deliver a programme that is ‘designed by associations, for associations’. This adds tremendous value to If further incentive is needed, IT&CMA and CTW offers a buyer hosting Association professionals, in terms of the event’s relevance and programme which is open to Association professionals. Entitlements content.” include reimbursed flight and complimentary accommodation, among other privileges. For more information, visit www.itcma.com or Email Association buyers welcomed! [email protected]. The Association-specific activities are just the icing on an opportunity- filled cake. Association professionals who attend as buyers also receive all the business, education and networking benefits of an

38 AMI Event Preview

Association Day and Evening at IMEX America

If you are planning to be at America’s first trade show for the worldwide meetings, events and incentive travel industry, you need to head for Las Vegas.

IMEX America will be held 11-13 October 2011 at the Sands Expo, which is connected to the show’s Headquarters Hotel, the Venetian-Palazzo. BUT – AMI readers should get there on Monday 10 Business networking October! At 19:00 hrs the IMEX America Association Evening event at the Venetian-Palazzo Hotel will begin, featuring a buffet dinner for As part of the ‘Smart Monday’ education line–up on offer on 10 Association meeting planners and buyers and some IMEX exhibitors. October, the IMEX America Association Day and Evening promises The informal setting is intended to enable old friends to reconnect and to deliver a powerful programme of education and networking for new business contacts to be made. hundreds of Association meeting planners, buyers and executives from across America and around the world. Entry to the IMEX America Association Day is free of charge to Association meeting planners and buyers and is offered as part The event will be presented by ASAE, The Center for Association of the IMEX America hosted buyer programme. There is a limited Leadership and ICCA (International Congress and Convention number of spaces for European Association planners. For further Association). The organisers are hoping to replicate the success of the information Email [email protected] or visit www. similar event in Frankfurt, which hosted over 300 participants earlier imexamerica.com/associationdayandevening.html. this year. Registration for the IMEX Association Evening is also free of charge A pretty full programme to meeting professionals and Association members who are also The programme begins at 12:30 hrs with a luncheon at the Venetian- IMEX America exhibitors - but limited to two people per company. Palazzo Hotel, after which attendees can choose from three concurrent Registration begins this August via ICCA. and repeated educational sessions during the afternoon and early evening. Practical, thought-provoking topics will include “Reshaping The actual exhibition, IMEX America is a new concept in the US an Association’s value proposition in a transnational world”, “Adapting market. Exhibitors are assured of meeting and making business global strategy to ensure local relevance and operational success” and appointments on their stands with more than 2,000 highly qualified “Managing contractual risks at Association conferences.” hosted buyers. The majority (80%) of these hosted buyers will come from North America, with the balance from the rest of the world. In Speakers for this first part of day include Susan Root, Director of addition, thousands of other US buyer attendees are expected to Conference Business Services at IEEE, Gary Schirmacher, Senior VP participate. Strategic Account Services of Experient, and Glenn Tecker who is Chairman and Co-CEO of Tecker International LLC. Attendee registration is now open at www.imexamerica.com/register. php and discounted room bookings at the Venetian-Palazzo Hotel are Additionally Susan Robertson, CAE and EVP for ASAE: The Center for available. Entrance to the show and its educational programme is free Association Leadership,Scott Steen, CAE and executive director of the of charge. For more information visit www.imexamerica.com. American Forests Association and Jay Younger, managing partner and chief consultant for McKinley Marketing Inc. will host a three-hour, ‘deep dive’ seminar. Here they will explore the future of associations and advise on how to build sustainable business models, best practice and lines of business for performance, efficiency and membership growth.

The concurrent sessions will be rounded off with a general presentation by Rohit Talwar, CEO of Fast Future Research entitled “The Future of Association Meetings: Convention 2020.” Talwar will discuss the latest research from the Convention 2020 study, of which IMEX and ICCA are founding partners. The educational programme will close with round table discussions on a variety of 25 topics including board and governance, event marketing, expanding to Asia and strategic planning.

AMI 39 Global Focus

Benefits beyond Tourism: Understanding the True Legacy of Successful Events

In our last issue we looked at the international research carried out “Traditionally, for convention bureaux, the measure of success has through the Australia Associations Project to determine better ways been the economic impact delivered to the host city. We’ve known to work with Association events. One key area highlighted was the anecdotally for some time that this is a somewhat shallow measure need to harness recognised industry experience. New South Wales, of the impact of professional events. In cities around the world specifically, is home to highly respected international thinkers, participants, organisers, hosts, exhibitors and sponsors come together innovators, thought leaders, healers, researchers and creators so we to build new relationships, to create opportunities to collaborate and look to Sydney, where two key pieces of new research are helping to innovate and to drive trade and investment.” build greater understanding of the impact of events. “Global events and their delegates are not going to come for our looks Understanding brings co-operation which is key to working effectively alone! We need to look for ways to maximise the valuable intellectual with Associations to build greater membership value. capital that our city, state and country can offer,” says Ms Lewis-Smith.

Sydney has long been an aspirational destination with stunning natural “We are working collaboratively across business, industry stakeholders, attractions complimented by a vibrant lifestyle, diverse communities government, education and associations to create links and legacies and dynamic business environment. But, despite being widely for conferences and congresses held in Australia’s leading business recognised as a world-leading business events destination, the city is event destination,” says Ms Lewis-Smith. not resting on its laurels. With increasing pressure on event organisers to revisit their event strategy and deliver greater perceived value to To ensure that this broader stakeholder community is willing to members Business Events Sydney knows that attracting and staging collaborate in this way BESydney is building an understanding of successful conferences, conventions and congresses requires more the benefits of these events, beyond tourism receipts. Two pieces of than good looks alone. research were recently commissioned that clearly demonstrate the valuable legacies of such events. Lyn Lewis-Smith Acting Chief Executive Officer of Business Events Sydney (BESydney) says: “In Australia we work hard to understand The ‘Benefits Beyond Tourism – measuring the social legacy of business what’s important for the event owners.” events’ studies conducted by the University of Technology Sydney highlight the ongoing benefits, filtering through in the period after business events, that are hard to document. These benefits include such things as; increasing industry knowledge, improving education offerings, disseminating the latest technical practices, encouraging international networking or research collaboration and profiling of industry issues.

Ms Lewis-Smith, who is also the inaugural Chair of the Future Convention Cities Initiative (FCCI), says: “Following the earlier qualitative study, the new phase two Benefits Beyond Tourism research quantitatively demonstrates that the value and reach of event outcomes.”

40 AMI Global Focus

“We’ve always known that the flow-on from events is significant. Now we have identified five clear areas of legacy: intrinsic, practice, social, economic and attitudinal.”

The five legacy areas cover skills and knowledge learned; applied learnings; the social space events provide to influence the effectiveness of learning; improved trade, investment and funding opportunities; and the power of events to influence attitudes and raise awareness of issues.

The research confirms that practicing professionals in the industry, exhibitors and sponsors, the host destination, the industry’s education sector and the wider community all benefit from these legacies and it highlights the far-reaching impact of events that generally last only a couple of days.

Over 90 per cent of respondents believe that congresses have University of Sydney facilitated the dissemination of new knowledge, ideas, techniques, materials and technologies. Importantly, this knowledge is reaching the development of the new Sydney International Convention and emerging leaders and the younger generations. Entertainment Centre (SICEC) and renewal of the Darling Harbour precinct, the much discussed Barangaroo project, the refurbishment The report also demonstrated sponsor and exhibitor success in of The Star (formerly Star City) and other great new projects - which achieving major objectives: overall, 80 per cent of sponsors and amounts to over $AUD10 billion in new infrastructure for the city. exhibitors believe that their presence at the congress was worthwhile. “These developments will provide the catalyst for a new level of “This more holistic approach to assessing the success of professional collaboration, focused on bringing new business, new people and new events is providing BESydney with an empirically-proven platform to ideas and are essential for Sydney to maintain its place as a leading support the ongoing growth and vitality of the Sydney business events international host city for corporate, professional and association industry,” says Ms Lewis-Smith. conferences and exhibitions.” concludes Lyn Lewis-Smith.

New infrastructure developments are set to transform the harbour city with exciting plans on the drawing board, and underway, including

AMI 41 Destination Management with Bien Venue

Each issue Bien Venue Ltd casts the spotlight on chosen destinations and asks specific questions that our readers will probably want to ask. We’re off now to Qatar, which borders Saudi Spotlight on Arabia to the south and whose capital city is Qatar Doha.

1. Where are the nearest international airports and how easy are transportation links from there to the city?

Doha International Airport is just 8 km from the city centre, with Doha’s Corniche, the old city centre and the West Bay business district all within 15 minutes’ drive. Most hotels will arrange airport pick-ups and drop-offs. Various car-hire agencies have kiosks inside the Arrivals terminal, and metered taxis are readily available outside.

2. What is access like around the city?

Qatar’s road infrastructure and transport system is being further 4. Could you suggest two venues which would be suitable developed and enhanced every day to ensure a comprehensive and for an event for 800+ delegates? modern system across Qatar. Qatar National Convention Centre www.qatarconvention.com

3. Why should business people come to Qatar? Doha Convention Center and Tower (opening 2012) www.qataridiar.com Qatar Tourism Authority was given the mission to develop Qatar into a leading world-class events destination for the Meetings, Incentives, Conferences and Exhibitions (MICE) sector, with a reputation for quality 5. Which two venues would you suggest for a team and excellence, and to guide the development of sustainable events building or training session for about 50 people? and supporting infrastructure. Millennium Hotel Doha www.millenniumhotels.com/qa/ Qatar is already a regional hub for conferences and exhibitions, with millenniumdoha/index.html 95% of the visitors coming for business. Grand Hyatt Doha http://doha.grand.hyatt.com As part of its five-year plan, Qatar is investing US$17 billion into tourism infrastructure, including the construction of luxury hotels, resorts and meeting facilities. To meet forecasted demand, hotel capacity will 6. Which two venues would you suggest for a small increase by 400 % to over 29,000 luxury rooms and apartments by meeting of about 10 Directors? 2012. Sheraton Doha Hotel www.sheratondoha.com Qatar is now seen as a one of the trendiest new destinations for upscale meeting organisers. Movenpick Doha Tower Hotel www.movenpick-hotels.com

42 AMI Destination Management with Bien Venue

7. To help event planners, please select particular attractions in or around the city to include in a social programme for business people.

Qatar Zoo is home to more than 1,500 animals belonging to 147 species from all over the world. Just 15 minutes out of Doha city, the zoo represents a miniature animal kingdom and is a great opportunity to see the region’s desert creatures alongside traditional zoo animals.

Nestled in Rumeila Park on the Corniche, the Heritage Village resembles a traditional Qatari village, and showcases culture and crafts from the pre-oil period; at festival times there are exhibitions about pearling and performances of folksongs.

8. To occupy and interest delegates one afternoon, where would you suggest?

With the sun shining every day and a surprisingly rich ecology, Qatar offers an engaging natural environment to explore. The surrounding desert provides a great deal of interest and adventure with such natural landmarks as the Dhal Al Misfir, Desert Roses and the Singing Sand Dunes. The landscaped waterfront provides paved and grassed areas that are popular with walkers, joggers and picnickers. Several hotels, government ministries and the Emir’s working palace are located along the route, and opposite the Diwan, traditional wooden boats are moored in the fishing harbor. At the harbour entrance is an attractive fountain in the shape of a pearl oyster, a reminder of Qatar’s pearling heritage. Also accessed from the Corniche are the Museum of Islamic Art , Souq Waqif , the main souq areas, Al Rumeila Park and the Qatar National Theatre.

9. Please specify any Michelin star restaurants (or equivalent) within a 5 mile (8 km) radius of the city.

Saffron Lounge http://saffronlounge.net/

Maze Doha www.gordonramsay.com/mazedoha/

10. Which one hotel could you suggest that offers the ‘complete package’, ie excellence in accommodation, service, food and facilities?

Four Seasons Doha www.fourseasons.com/doha

AMI 43 Destination Management with Bien Venue

Spotlight on Vienna

We now head off to the stylish city of 3. Why should business people come to Vienna? Vienna, capital of Austria to find out what Vienna is a top international meeting destination, hosting over 2,000 they have to offer. (Hold your horses, now!) national and international scientific meetings and corporate events each year. The city, although compact, has three convention centres, a plethora of conference hotels and is world famous for its cultural and imperial heritage, the Schönbrunn Palace, the Belvedere and the Hofburg. The capital is also a byword for epicurean enjoyment, with centuries of traditions shaping its coffee houses and Heuriger wine taverns, not to mention the vast green spaces including parks and 1. Where are the nearest international airports and how gardens, the Vienna Woods and the wetlands of the Donau Auen easy are transportation links from there to the city? National Park. Vienna International Airport has an extensive range of air and road connections between Eastern and Western Europe. It offers an optimal 4. Could you suggest venues which would be suitable for geographic position for destinations throughout Eastern Europe and an event for 800+ delegates? the Middle East, high punctuality and first-rate service with a minimum transfer time of 25 minutes that is unique in Europe. Located only 16 Messe Wien Exhibition & Congress Centre www.messecongress.at km/10 miles east of Vienna, the City Airport Train (CAT) the non-stop journey to Vienna city centre is only 16 minutes. Buses, railways and Austria Center Vienna www.acv.at taxis offer alternative forms of travel. The M R Stefanik Airport in Bratislava is the principal international Hofburg Vienna Congress Centre www.hofburg.com airport of Slovakia, and operates 24 hours. Vienna and Bratislava are the two closest capital cities in the world, only 60 km/40 miles apart. Numerous trains and buses run daily between Vienna city centre and 5. Which two venues would you suggest for a team Bratislava Airport. Transfer times range between 75 and 120 minutes building or training session for about 50 people? depending on traffic and additional stops at the Vienna Airport. Coach companies charge EUR 10 to 15, taxi or pick-up services cost from Springer Schlössl Hotel www.springer-schloessl.at/ EUR 65 to 90. Kunstfabrik Wien www.kunstfabrik-wien.at

2. What is access like around the city? 6. Which two venues would you suggest for a small Public transport is efficient, good value for money, clean and safe. The meeting of about 10 Directors? modern network includes 5 underground lines, 28 tram routes, 92 bus routes and 23 night buses. The network operates daily from 05:00 hrs Hotel Das Triest www.dastriest.at to 00:30 hrs. The public transport authority Wiener Linien also offers a special rover ticket to convention delegates and accompanying persons Radisson Blu Style Hotel for the duration of their event. www.radissonblu.com/stylehotel-vienna

44 AMI Destination Management with Bien Venue

7. To help event planners, please select particular attractions in or around the city to include in a social programme for business people.

Enjoy a visit to the Spanish Riding School in Vienna’s Imperial Palace, one of the oldest riding schools in the world. At a special private performance you would get a unique look behind the scenes: the riders will tell you all about the training, their morning work sessions, the breeding and care of these world-famous stallions. This visit can be combined with an exclusive cocktail reception or dinner in the Baroque setting of the salons. Go to www.srs.at/en. On an exclusively chartered Danube liner, you can embark on an excursion to the legendary landscape of the winegrowing region Wachau. Travelling past vineyards, winegrowing villages and the romantic baroque town of Dürnstein, they arrive at Melk with its magnificent baroque abbey. The entire day is accompanied by music, culinary delights and wine tastings - either on board or at one of the celebrated vineyards of this region. Another sight worth a visit en route is the historic town of Krems with its well preserved medieval townscape and the Krems Caricature Museum. www.vienna-unwrapped.com/wachau-boat-trip.html Travelling downstream from Vienna, it takes only 75 minutes to reach Bratislava on the Twin City Liner, a high-speed catamaran that can also be chartered exclusively. www.wien-vienna.com/twincityliner.php

8.  To occupy and interest delegates one afternoon, where would you suggest?

Schönbrunn Zoo is the oldest zoo in the world, it was voted Best European Zoo in 2010 and is one of the most attractive and modern zoological gardens. After the zoo has closed for the day, it is possible to rent various original locations at the zoo for exclusive events. You can also combine an event in the grounds of the zoo with various special guided tours (themes, dusk, evening, backstage and historic tours). www.zoovienna.at/en. It is well worth exploring Vienna’s many pedestrian precincts and shopping streets: from the elegant flagship stores of international designers in the inner city to independent labels and cool avant-garde shops in the trendy Freihaus district and around Neubaugasse. Start by looking at www.aboutvienna.org/best_adresses/shopping.php

9. Please specify any Michelin star restaurants (or equivalent) within a 5 mile (8 km) radius of the city.

Novelli: Bräunerstrasse 11, 1010 Vienna www.novelli.at

Steirereck: Am Heumarkt 2a, 1030 Vienna www.steirereck.at

Mraz & Sohn: Wallensteinstrasse 59, 1200 Vienna www.mraz-sohn.at

10. Which one hotel could you suggest that offers the ‘complete package’, ie excellence in accommodation, service, food and facilities?

Hotel Sacher Vienna www.sacher.com

AMI 45 Association Services

Association Technology and Services:

Data Dynamics Ltd e-mango Ltd

Cath Wallington’s company specialises in e-mango is an award winning online market data analysis for trade associations and business solutions provider, that has been groups of companies. Data Dynamics Ltd offers delivering customer focussed web based a completely confidential and flexible service applications for over nine years. e-mango provides a complete end to end to all industries, large or small, UK-based or service and has a wealth of experience in the delivery every aspect on online worldwide. This is an independent business which systems and is a specialist in: Assessing current business processes and enables association members to see where they preparing these for online delivery - Website design, creation, integration are positioned in the market. Cath Wallington and deployment - Membership management systems development and has worked in this area since the late 1980s and build - Database design, integration and data migration - e-mail marketing established her own company in 2001. systems - Conference and event management systems - Casework and incident management systems - E-commerce systems - Online shop systems - Hosting and support.

6, Dandridge Drive, Bourne End, Bucks 72 Norwich Avenue West, Bournemouth, United Kingdom SL8 5UW United Kingdom, BH2 6AW Telephone/Fax: +44(0)1628 528557 Telephone: +44(0)1202 755300, Fax: +44(0)1202 755301 Email: [email protected] Email: [email protected] Website: www.datadynamicsltd.co.uk Website: www.e-mango.com

Association Management Services

Kingston Smith Association onal Association Management Association i Management International Management

www.associationmanagement.co.uk Internat Helping Associations Providing a communication Succeed channel to and from Association Professionals throughout the European Union as well as further afield. The At KSAM, we specialise in managing trade and professional associations, quarterly magazine is read by over 8,500 CEOs and senior managers of charities and other membership organisations. We’re not an events or PR the larger associations - those with more than 1,000 individual members or company looking to diversify – this is what we do. more than 100 corporate bodies. We can provide you with a carefully tailored package of services, either as The magazine also provides a direct channel to Association budget ‘full service management’ or to meet particular needs. holders for those providers of services to the Association sector – products, Our specialisms include: technology, venues and other services. Advice on representational work * Strategic advice * Governance advice Full of relevant editorial and features to cover all areas of interest for and reviews * Secretariat services * Accounting and bookkeeping * Event Association CEOs we welcomes contribution that is relevant to this unique management * Membership services * Website services audience.

Chester House, 68 Chestergate, Macclesfield, Cheshire, SK11 6DY Tel: 01625 664500 2nd Floor, 10 George Street, Stroud, Glos. GL5 3DX Email: [email protected] Telephone: +44(0)1453756388 Website: www.ksam.eu Email: [email protected]

Conference Services:

Apex Conference & Event Bien Venue

Apex has 20 years experience in A Destination Management Company conference and event management with full European reach. and organisation. You will benefit A combination of international from a wide choice of support including delegate registration, fee expertise and experience means collection, venue advice, project management and advice on agenda you can have full confidence that development and keynote speakers. We can also provide printing, with Bien Venue your event will be marketing, sponsorship and exhibition services. Apex is accredited to successful. Offering event management, team building, incentives and ISO9001 quality standards and our culture is one of innovation, flexibility tours, entertainment and transportation – anywhere in Europe Bien Venue and passion for what we do, which comes across in the service we provide. are well placed to negotiate best value on cancellation policies, terms and Please contact us if you would like advice or help with your event, AGM conditions, minimum numbers – as well as price. Using Bien Venue as your or conference. We are happy to supply proposals and costings if you are event partner will give you competitive rates in key locations and so much looking to outsource all or part of your event management. more.

Exhibition House London Road, Macclesfield, Cheshire Association House, South Park Road, Macclesfield, Cheshire, United Kingdom, SK11 7QX England SK11 6SH Telephone: + 44 (0)1625 429370, Fax: + 44 (0)1625 611699 Telephone: +44 (0)1625 267885, Fax: +44 (0)1625 267879 Email: [email protected] Email: [email protected] Website: www.conference-event.co.uk Website: www.bvevents.co.uk

46 AMI Association Services

Identilam Judy Lane Consulting

Badge & Track Software for Collectively, JLC has over 75 conferences and events years of experience in conference A comprehensive application management, with events for for badging, session 70-4,000 participants, held on booking, controlling access, tracking and reporting on attendees. Instead every continent. Through involvement in many diverse organisations and of purchasing software we provide a full service comprising personnel, nationalities, at all levels, we have invaluable knowledge of the needs and hardware and software and can offer extra personnel and/or hardware in expectations of national and international associations. In addition, we support of a system you already use. If technical support only is required we have maintained excellent relationships in all locations and can provide a can attend on site or be available by telephone. We can also operate under quick response to enquiries, from current and potential clients, on global your company identity/livery event management and logistics.

John Bostock House, Faygate, Horsham, West Sussex, England RH12 4DN PO Box 27, Haverfordwest, United Kingdom, SA62 6XD Find out more call… 01293 851711 Telephone: +44 (0)1437 721944, Fax: +44 (0)870 460 1109 Email: [email protected] Email: [email protected] Website: www.identilam.co.uk Website: www.judylaneconsulting.com

Saville Audio Visual Viva Voce Conference Consultants

The UK’s leading AV rental company with twelve VIVA VOCE - an international network of UK locations. Specialists in conference staging conference interpreters. We provide highly for many regular Association customers. Stage- qualified interpreters and offer advice on all set design, widescreen projection, lighting, sound, video and multimedia aspects relating to multilingual meetings anywhere in the world. Our production plus 3D graphics animation. New facilities include audience professional interpreting services are suited for small business meetings or voting and Mediasite conference recording service. Winners of 25 national larger conferences. We are recognized for our high standards and technical awards including AV Rental Company of The Year four times and Best competence. Quality is our motto. Conference Equipment six times in seven years (Meetings & Incentive Travel Awards).

6 Gerald Road, London, United Kingdom, SW1W 9EQ Millfield Lane, York, United Kingdom, YO26 6PQ Telephone: +44 (0) 7785 220 455, Telephone: 0870 606 1100, Fax: 0870 241 6364 Fax: +44 (0) 20 7730 9669 Email: [email protected] Email: [email protected] Website: www.saville-av.com Website: www.viva-voce.com

University of Exeter VisitScotland

Exeter University is set in over 300 VisitScotland’s Business Tourism Unit (BTU) acres of beautifully landscaped is leading the drive to put Scotland top of grounds, within walking distance of the list for global conference and event the City centre. Exeter has a lively café planners. From the functional to the luxurious, Scotland has dynamic cities and culture atmosphere with a thriving arts dramatic coastal and rural locations that can cater for events of all sizes. scene. Its heritage means there is plenty to do, from the magnificent Norman The mix of the traditional and cosmopolitan is unsurpassed and combined with Cathedral to the historic Quayside. The University is located 0.5 miles from Scotland’s renowned reputation for hospitality to offer a warm welcome. Exeter St David’s Railway Station, 4 miles from the M5 Motorway and 6 miles Scotland is a hub of new ideas and innovation, creating large city conference from Exeter International Airport. Whether you are organising a boardroom centres specifically designed for thousands of delegates. Glasgow, Edinburgh meeting for 10 or an International residential conference for 1400 delegates, and Aberdeen all boast first class purpose built conference centres with Exeter’s team of experienced event co-ordinators will be able to assist in all the service standards to match - The Edinburgh International Conference Centre. arrangements from exhibitions to themed gala dinners. Choose from a range Glasgow’s Scottish Exhibition and Conference Centre - the UK’s largest of facilities in stunning buildings, with state-of-the-art lecture theatre facilities. integrated exhibition and conference centre - and Aberdeen Exhibition and Sales Office Lafrowda House St German’s Road Conference Centre. Exeter, United Kingdom, EX4 6TL Catriona Anderson, Marketing Manager, Associations Telephone: 01392 215566 Ocean Point One, 94 Ocean Drive, Edinburgh, EH6 6JH Fax: 01392 263512 Telephone: +44 (0) 131 472 2376 Email [email protected] Email: [email protected] Website www.exeter.ac.uk/eventexeter Website: www.conventionscotland.com

AMI 47 Association Services

Destinations and Venues

Disneyland® Paris: University of Exeter an integrated venue for your association Exeter University is set in over 300 congresses acres of beautifully landscaped grounds, within walking distance of

the City centre. Exeter has a lively café Disneyland® Paris is a unique venue offering conference organisers a culture atmosphere with a thriving arts whole range of logistical benefits: 23,500 m² of meeting facilities, 2 scene. Its heritage means there is plenty to do, from the magnificent Norman convention centres offering 95 meeting rooms able to accommodate up Cathedral to the historic Quayside. The University is located 0.5 miles from to 4,000 people, 14 hotels with a total of 8,200 rooms, all located close Exeter St David’s Railway Station, 4 miles from the M5 Motorway and 6 miles to the convention centres. An added advantage is the venue’s excellent from Exeter International Airport. Whether you are organising a boardroom accessibility with an on-site TGV station and a shuttle service from two meeting for 10 or an International residential conference for 1400 delegates, international airports giving organisers and their guests tremendous Exeter’s team of experienced event co-ordinators will be able to assist in all the flexibility. And finally, having all the facilities on site is a plus from both the arrangements from exhibitions to themed gala dinners. Choose from a range organisational and the sustainable development point of view. of facilities in stunning buildings, with state-of-the-art lecture theatre facilities. Euro Disney Associes SCA - BP112 Sales Office Lafrowda House St German’s Road Marne la Vallee Cedex 4, Exeter, United Kingdom, EX4 6TL France, 77 777 Telephone: 01392 215566 Telephone: +33 (0)1 60 45 75 00 Fax: +33 (0)1 60 45 76 91 Fax: 01392 263512 Email: [email protected] Email [email protected] Website: www.disneylandparis-business.com.com Website www.exeter.ac.uk/eventexeter

Why meet in Holland? MOROCCO The Magic Awaits You... Fresh ideas? A new start? Deciding how to adapt to new situations? History and tradition blend with modernity Every meeting is designed to implement change. and comfort to make Morocco an exotic and But change only happens when you start to look at things differently. Like unforgettable destination. the Dutch, perhaps? Morocco, with its natural beauty and efficient A nation so innovative and idiosyncratic that when you meet in Holland infrastructure, is the ideal location for the some of it can’t help but rub off. organisation of Conferences, Events, Incentives & Excellent international transport links make travelling to Holland time- Team building... effective, easy and comfortable. Amsterdam Schipol airport offers excellent MOROCCO is closer than you think!: 3 hours flying time from major connections to local, regional and international airports. European cities and the climate is good all year round. As a small country with centuries of experience in international relations, the Venue finding throughout Morocco, Conferences, Conventions, Seminars, Netherlands boasts an excellent convention infrastructure. Incentive Travel, Clients Events, Team Building, Product Launches, Exhibitions, With their ample experience in organising conventions, you can rely fully on Golf Events & Corporate Golf Breaks, Award Ceremonies, Charity Events... our professionals for the organization of your international convention or meeting. The Dutch organisers are friendly, pragmatic and decisive For further information please contact: Think about it. A change might suit you too. Menara Travel Ltd – DMC “Morocco Specialists” Think www.holland.com/meetigs Tel: + 44 (0) 207 372 2030 Tel.: (+44) (0) 207 539 7959 Email: [email protected] Email: [email protected] www.transatlasevents.com www.morocco4golf.com

VisitScotland Wonderful Copenhagen Convention Bureau

VisitScotland’s Business Tourism Unit (BTU) Copenhagen is among the world’s most popular cities for meetings and is leading the drive to put Scotland top of conventions. The capital of Denmark is easy to reach and easy to get the list for global conference and event around. The city offers state-of-the-art meeting facilities and first-class planners. From the functional to the luxurious, Scotland has dynamic cities and cultural activities. Furthermore, Copenhagen is well-organized offering short dramatic coastal and rural locations that can cater for events of all sizes. distances between hotels, conference venues, restaurants, shopping and The mix of the traditional and cosmopolitan is unsurpassed and combined with cultural attractions. Please contact Wonderful Copenhagen Convention Scotland’s renowned reputation for hospitality to offer a warm welcome. Bureau for our free assistance. Scotland is a hub of new ideas and innovation, creating large city conference centres specifically designed for thousands of delegates. Glasgow, Edinburgh and Aberdeen all boast first class purpose built conference centres with service standards to match - The Edinburgh International Conference Centre. Wonderful Copenhagen Glasgow’s Scottish Exhibition and Conference Centre - the UK’s largest Convention Bureau integrated exhibition and conference centre - and Aberdeen Exhibition and Gammel Kongevej 1 Conference Centre. DK-1610 Copenhagen V Catriona Anderson, Marketing Manager, Associations Denmark Ocean Point One, 94 Ocean Drive, Edinburgh, EH6 6JH Telephone: +45 33 25 74 00 Telephone: +44 (0) 131 472 2376 Fax: +45 33 25 74 10 Email: [email protected] Email: [email protected] Website: www.conventionscotland.com Website: www.meetincopenhagen.com

48 AMI Discover a new place to network with the world’s best.

Why not bring the thinkers and leaders of your industry to a place where doing business, is a pleasure? Our stunning natural scenery, renowned leadership in key industry sectors and outstanding facilities will ensure your convention in Australia is talked about for years.

Solar Systems P/L

If you want to ensure your next convention will leave a lasting impression, visit www.businessevents.australia.com/associations Only in Scotland will you feel like taking on the world. Set against a stunning backdrop of breathtaking scenery, Rolling hills, Scotland boasts a range of outdoor pursuits that inspire, motivate and promote team spirit. majestic glens and Organise your own Highland games and experience new challenges. Test yourself against the rugged terrain in tranquil lochs. an off-road vehicle. Hone your teamwork skills navigating Scotland’s mighty flowing rivers in a white-water raft. Or push yourself to the limit climbing one of our mountains You wouldn’t think or abseiling down it. And it’s never been easier to get here. So to find out more about hosting an event in Scotland, log onto it was a competitive conventionscotland.com Or perhaps that should be unconventional Scotland. environment.

Only in Scotland

5604-VS_BTU_AMI_Caber_A4.indd 1 18/08/2010 16:10