A front row seat for the social media revolution.

I have spent the last decade chronicling the breathtaking shift in power from institutions to individuals. Social media have catalyzed this shift by enabling anyone, anywhere to speak, critique, organize, protest and start a business. Customers, clients, donors, volunteers and other constituents who are now empowered by social media are speaking, but no one is listening. The organizations that hear them and make them matter will be the ones who do well in the future. In the process they also rejuvenate their cultures with a refreshing mix of smart safety and relevance that is less exhausting and more productive for everyone. I call this new way of working and leading Matterness. I look forward to continuing to write and speak about how we are living and working together to create a more prosperous, equitable and just society.
More Thoughts on Matterness for Associations
How Matterness Feels
Medical Malmeasurement
Amazing Grace Sung With Us Rather Than At Us
What’s Next for the Ford Foundation?
It’s Official: The Millennials are Here!
Innovation Through Metaphors
Making Donors Matter More

More Thoughts on Matterness for Associations

Screen Shot 2015-11-17 at 7.38.26 PMEarlier this year, I had a terrific opportunity to share my thoughts about Matterness with associations on a webinar hosted by Wild Apricot. (You can watch the full recording of the webinar here. Go ahead, it was great fun!)

We had lots of participants in the webinar really digging in deep exploring ways to strengthen their relationships with their members. I was delighted to work closely with Wild Apricot (they’re terrific!) and to get to know their members better.

I have been reflecting a bit on what I shared in the webinar and what I have learned since in my new consultancy, Matterness Consulting (naturally!) in partnership with Debra Askanase.

On the webinar, I shared the basic outlines of Matterness with the hundreds of attendees. We talked about how it can be challenging to look at their efforts through the eyes of their members, why it’s critically important to work with their members through back-and-forth conversations not broadcasting at them, and, finally, the opportunity to find places to experiment with a new approach in the new year.

In just a few months of our practice we have already learned an amazing amount.

Here are the three key things that we are learning in our deep engagements with organizations:

  1. Matterness is at the heart of donor and member retention. We all know that it is far less expensive to retain current supporters than find new ones, and yet organizations routinely lose customers/donors/members at an alarming rate. Matterness is about remaking the relationship between people and institutions, and our consulting work is beginning to demonstrate that by doing so, organizations increase their retention rates.
  2. A little Matterness goes a long way. Everyone is frantically busy, but it is that very busyness, the intense focus on process and to-dos, that too often pushes stakeholders away. When you ask people when have they felt like they matter, like we did on the Wild Apricot webinar, are very small, fundamentally human recognition. A thank you call. A quick and personal response to a question or problem. A connection made to other people and resources. And this is where the board can come in. There are wonderful opportunities to engage board members as your Matterness ambassadors. Ask them to call members and thank them for their participation. Have them host lunches at their offices for local members. Encourage them to participate in efforts online to highlight the work of individual members. Whether you are a tiny organization or one with thousands of members,   you can reach more people by recognizing that the responsibility for making people feel like they matter rests with the board as well as the staff.
  3. Need to shift the leadership lens. Even though acts of Matterness can be small, even these efforts require a culture shift for a lot of organizations because it requires a shift in focus away from what the organization does and towards how members feel. Everything the organization does has to be focused on whether and how we are making members known, heard and empowered. The only way to ensure that organization maintain this focus is to measure it on a regular basis. We measure what we value, and there we have to measure how effective we are in making our members feel known, heard and empowered.

We are just beginning to understand the causality between making people feel known and retention rates. We are in the process of developing a Matterness assessment tool to start to develop measures for understanding and improving Matterness over time. (And would love any thoughts any of you have about that.) I look forward to again sharing what we are learning in a few months!

In the meantime, you know, just in case you missed the plug above, feel free to watch Wild Apricot webinar and learn the key principles of Matterness!

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How Matterness Feels

I was asked a very interesting question last week at an event. The facilitator asked me, “What does it look like when Matterness has taken hold?”

I stopped for a minute. I am accustomed to tactical questions about Matterness. How do we create programs conversationally? Where should we talk to people? What happens if we get criticized in public?

But this was different, it wasn’t “how do we do this” but “what happens when we get there?”

I stopped and thought for a second. I decided the question wasn’t quite right (the purview of being the interviewee!) It isn’t about what it looks like when Matterness is in place, but what it feels like that is important.

Efforts with an abundance of Matterness will have a different kind of energy that those that are continuously working at people. It will feel lighter and easier. The energy will be multi-directional, meaning that the organizer doesn’t have to come up with all of the ideas and resources. You will feel simultaneously more generous and more forgiving because all of your efforts are based on the idea that people are good and smart and of good will. The energy you used to spend worrying about people “gaming” the system or cheating or not fulfilling their obligations will be replaced by a deeper understanding of who your people are, what motivates them, and why they are engaged with you.

Matterness is about giving more than you take – and that feels great!

Medical Malmeasurement

Credit Thomas Barwick/Getty Images

Credit Thomas Barwick/Getty Images

Malmeasurement is my word for when organizations use the wrong measures. I’ve written about it before, for instance, here.

The crux of the idea is that by using the wrong measures, organizations automatically get off track because the results are meaningless.

Last week I was talking to a doctor, an internist. She said that her practice, like most around the country, have stopped doing rounds at hospitals. They are kept abreast of their patience progress by hospitals, but have separate realms.

I was horrified by this. Your internist is your regular doctor, the one who actually knows you as a healthy person, and may have years of experience treating you. And they are not primarily involved in your care when you are hospitalized.

“Does it work?” I asked her.

“It works great,” she said, “We all have access to the same information and the specialists do what they do best.”

And then she continued.

“Of course, the patients hate it.”

Ah, now we’ve moved from malmeasurement to matterness (and, yes, I do like making up words!)

The reason for the change in who cares for patients in hospitals is explained in a blog post by a doctor. He writes, “…primary care physicals can maintain a busy outpatient practice without the burden of having to round on patients while they are admitted.”

We patients are seen as a “burden.” Hmm, funny way to create a health care system. In a revolving door health care industry, I imagine that there are people who ambivalent about seeing an internist with whom they may not feel any connection.

But for other people, like me, who take a great deal of care in choosing their physicians, and want desperately to think that they have built a relationship with someone who has seen them in a paper gown year after year, the idea that any doctor will do just won’t do.

We patients matter. translations Doctors and hospitals that want to pretend that streamlining and efficiency are the best measures to use for health care are simply wrong. The first and primary measure that should be used is: do patients feel cared for in our system?

Amazing Grace Sung With Us Rather Than At Us

I hope you didn’t miss the extraordinary eulogy the President gave a few weeks ago in the wake of the abhorrent massacre at the Emanuel African Methodist Episcopal Church in downtown Charleston, SC. Nine people were killed while in Bible study class with only hatred as a flimsy rationale by the shooter, Dylan Roof.

The eulogy was both personal and profoundly universal, with the president talking about the power of Grace, of basking in the glory of a power larger than ourselves that enables to forgive and provide solace to others. And, as you well know, he sang the historic hymn of Amazing Grace, as proud as it was imperfect. Here, watch (better, watch the whole speech):

Donovan X. Ramsey wrote a thoughtful essay about the President’s eulogy entitled, “President Obama: Talk to Black America Not At Us.” Ramsey captures the feeling that many people had watching the speech that this was the President we have been waiting for. Not the timid one, or the Professor in Chief, or the worn down president with a small “p” who never really wanted a battle with the opposing party. This was the one that we have seen in such brief moments; in mid-2007 when he invited people to shape his campaign with him rather than just write checks like the second campaign. This was the hope: that we would all participate equally, passionately in shaping this presidency.

Unfortunately, more often, the President and his team hid behind closed doors, wrote code for a disasterous health care site done by bureaucrats when an army of open-source coders stood ready to help. Backed down from open town hall meetings with pro-marijuana activists refused to be overlooked.

Part of what made this eulogy so powerful was how infrequently we have seen this President. The one who is with us, a part of us, not working and talking at us. This is also the essence of leading with a Matterness lens. No one is waiting out there for some leader to give them marching orders. chinese to hmong We are ready, willing and able to jump to action, when we are asked to participate in meaningful ways.

Ah, well, the Obama years are almost over. Maybe, someday, we’ll get a leader who stops working at us.

What’s Next for the Ford Foundation?

Screen Shot 2015-06-15 at 10.39.17 AMThe title of this post is the title of a post written by Darren Walker announcing the future direction of the Ford Foundation. It is a very compelling, exciting and clarion vision. The one area that really caught my attention was the commitment he makes to anchor organizations.

He writes, “…we have decided to invest in organizations as partners—and to give them the kind of trust, flexibility, and additional supports they need to do their best work. As incubators for both individuals and ideas, organizations are essential to developing a robust ecosystem of actors addressing inequality around the world.”

There is a lot packed into this paragraph. The first is the commitment to organizations over people. This notion is repeated several times in Darren’s post, his mantra is institutions, individuals, and ideas. Institutions first, always. Of course, this makes sense as a traditional grantmaking institution, Ford gives grants to institutions, so they had better be good ones. But I do wonder if there is an understanding within Ford of the changing role of organizations as platforms for connecting people to one another and engaging networks of people in problem solving rather than in the traditional fortresses that Ford has invested in?

And how will these organizations be “partners” with the foundation? One of my most memorable experiences with my program officer from the Packard Foundation when I received my first grant from them. I had just started Innovation Network. “I am so excited to be your partner!” I shouted to my program officer (in the way that only twenty-somethings can do.) She took a deep breath and said, “I’m not your partner, I’m your funder.”

She wanted to make the boundaries of our relationship very clear. We would never be equals, she told me, it was not possible, because of the inherent power differential between check writers and check receivers. And she was right. They invested very generously, for three years, and then they were done, and I was left to scramble and find someone else to pick up the tab (that is the definition of nonprofit sustainability, by the way, finding the next donor/funder to write a check.)

The history of foundations as “partners” with their grantees is a road littered with the corpses of good intentions gone bad. Darren specifically emphasizes that he wants his institution to distinguish between making a grant successful versus making an grantee successful. And yet, it has very rarely been done.

Why? Because it requires grantees to be willing to share real problems and foundations willing to accept them. Unless Darren changes the DNA of the foundation, where learning is rewarded even if it looks like failure, it will not be possible for program officers to accept bad news from grantees. Therefore, they won’t get bad news.

I am delighted that Ford wants to invest heavily, and with general operating support, in essential organizations. Hurrah! But the biggest questions remain. Who defines effectiveness and sustainability? What will learning look like and what will Ford’s tolerance be for hearing what they traditionally have thought of as bad news?

And here’s my big, big question: Exactly what kinds of organizations are Ford aiming to sustain? Not what do these organizations do, but how do they operate? Will the foundation continue to invest in fortresses, as their history suggests, or are they going to push towards more networked models that will make these institutions more porous, more engaged with their own communities, shaped more like social networks than stand alone hierarchies.

Ford does not have a history of helping to support more networked organizations, but there is an enormous opportunity for them to take the lead in doing so now. My fingers are crossed that they will!

It’s Official: The Millennials are Here!

Screen Shot 2015-05-12 at 12.42.40 PMAccording to a Pew study, the Millennials are finally here, making up a majority of employees. According to the Pew Center, Millennials now make up 53.5% of all workers, compared to 52.7% for Gen Xers and 44.6% for Boomers.

Pew also released a study on attitudes by Millennials (people born after 1980) about work, institutions, religion, politics…well, about life in general. For those of us who have been terribly interested in this enormous generation of digital natives for a while (see my report about Millennials here for the Case Foundation) there isn’t anything new here about their attitudes. They have always been wary of institutions and fiercely independent politically, religiously and philanthropically.

Part of what has makes the discussion of Millennials challenging is trying to distinguish between their unique characteristics and the fact that they are young people. But there are data here that are beginning to harden the picture of how these young people will behave in the future. For instance, the fact that this is the most racially mixed generation makes Millennials much more open to work relationships and friendships with people from different cultural backgrounds (Hurrah, we can stop fighting old fights!) And the fact that they have enormous student debt and came of age during a financial meltdown makes them poorer and more cautious financially than Gen X.

So, now that they are finally here, what changes? What happens to organizations when people inside of these institutions are fundamentally opposed to institutions? What changes the most: the people or the institutions?

I think that last of institutional loyalty, to political parties, causes or employers, is going to have the greatest impact on how we live and work together. It will make politics much more volatile. When the majority of voters are independents, they will vote for people and not parties, causing a constant flipping of legislative bodies between parties. It means that causes like breast cancer will continue to draw a lot of attention, but that donations will largely happen as impulse gives for a campaign that catches someone attention online.

I think this is great. It will require all institutions to work hard to, well, make people feel like they matter!


Innovation Through Metaphors

Screen Shot 2015-05-01 at 10.58.49 AMThis month’s edition of my, “What’s the Big Idea?” podcast features Keith Holyoak, a cognitive psychology professor at University of California at Los Angeles.

We discussed his research on the use of metaphors and patterns to develop new solutions to problems. Analogical thinking, Holyoak told me, “is one of the hallmarks of human thinking,”  It has led to inventions such as Velcro, which an engineer created after noticing the tiny hooks that enabled burrs attach to fur and clothing.

For organizations trying to break out of set patterns, Dr. Holyoak said it is very important to bring people together who have different ways of looking at the world. We too often think of diversity as a reflection of people’s backgrounds and ethnicity, and don’t think enough about different ways of thinking as a key ingredient for creating teams of innovators.

Making Donors Matter More

Screen Shot 2015-04-02 at 11.40.39 AMI was asked after a recent Matterness webinar for Wild Apricot about fun and meaningful ways to thank donors.

Great question!

I wrote a few answers for Wild Apricot, but wanted to expand on the issue of thanking donors here. Organizations spend enormous amounts of time and resources identifying new donors for their efforts. One reason why they have to spend so much energy is because so few people give a second time. According to Penelope Burke’s excellent annual survey of donors, 65% of first-time donors don’t give again to the same cause. That’s a lot of lost people! And given that it is so easy to give once online to a cause that moves someone in an instant and that Millennials are more loyal to causes than institutions, this number is likely to increase not decrease.

Thank yous are a large part of the Churn inside organizations. A task to be kept up with, like opening the mail and answering email, rather than an opportunity to a transaction into a relationship. Thanking people with a form letter meant for the IRS just isn’t going to do it anymore. Or worse, thanking someone with a robotic reply that includes another ask for money ain’t gonna cut it.

Donors need to immediately feel like they sincerely matter to an organization, that they are more than a number on a check, that they  have a name and a face and a story. And organizations have to reciprocate by revealing their own personalities and stories to donors as well.

I want to start a dynamic list of fun and interesting ways to thank people that will make them feel like they matter more (indeed that they actually do matter more!) and that will make them more likely to stick with the company/organization longer.

Here’s a start, please add to it:

  • Handwritten Thank You. Sound old fashioned? Well, it is, but it’s also enormously effective! Of course, many organizational leaders will dismiss this idea as impractical (“Who has the time or manpower?”) And that’s where Matterness come in! By switching to an abundance lens, these leaders will see that there are lots of people who are willing to write notes who aren’t staff. This is a perfect example of a task that can be spread out and make volunteers feel like they matter more  — including board members! Make a Google doc of donors and ask a group of volunteers to sign up to write notes by a certain date to them (and you can give them sample language) The doc will make everyone accountable to each other. I guarantee that the volunteers will enjoy their meaningful job and the donors will feel great about their donation and the organization (real people live inside this cause!)
  • Invite Donors to an Intimate Social Event. This is from a great list of thank you ideas from Kivi Leroux Miller. Move people immediately from online to on land by including an invitation with the thank you to an in person event. It can be as simple as a casual lunch at someone’s office to learn more or a cocktail party at a board member’s house. A causal, social event where the donor can learn more about the cause and get to know other people who are giving to it and working for it.
  • Crowdsource Thanks. Lisa Colton shared this really fun story with me. The Band Death Cab for Cutie had a new album coming out. As a fun gesture for their most loyal fans, they wrote out the lyrics to one song and a big canvas, cut it up and mailed the pieces to fans. They asked the fans to take a photo of their piece and post it on Instagram. When all the pieces were put together, their fans got a sneak preview of the lyrics, plus the “super fans” had their original pieces as keepsakes. This could be such a fun way to thank donors or volunteers. Imagine painting a big thank you note signed by the whole staff, then cutting it into pieces and mailing it to a group of people and asking them to upload the pics.
  • Celebrate Small Donors. We need to even out the over-celebration of the 6 figure gift givers. We have all see the plaques in stores celebrating the Employee of the Month. Why not celebrate small donors of the month? And better, let them tell their own story about why they gave on your blog or Facebook page (or anywhere else!) Donors need to “see” people who look like them and give like them in order to keep giving.
  • YouTube a Thanks. I was in Des Moines, IA a few years ago when the local credit union was opening a new branch. In order to entice people to stop by, they gave gift cards to people around town and posted videos this fun interaction. Organizations could visit a few donors and give them a handwritten thanks, or a small gift, for their donation and post the video. It will be fun and heartfelt – two things that can never be a bad thing!

People are not expecting extravagant thanks for their donations and efforts, in fact, many people don’t want them, but they do expect to be genuinely appreciated.

So, what fun ways have you tried, or would you like to try, to show your people that they really do matter to you?


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