Association Puzzle

"If a little dreaming is dangerous, the cure for it is not to dream less but to dream more, to dream all the time." Marcel Proust

Guest Blog: When the BBB Gets an Unsatisfactory Rating, Where Can You Turn?

Editor's Note: The Editor believes this is a good example of how an association serves the public interest through industry standards.  However: This guest blog represents the opinions of the author.

By Linda Bauer Darr, President & CEO, American Moving & Storage Association

For today’s consumer, trust in many cases has become a commodity in short supply.  Where can they turn these days for accurate, reliable information about a product or service?  For liberals, a big part of the answer has traditionally been government regulation, including restricting false advertising claims.  For conservatives, marketplace forces would produce the solution through survival of the “fittest.”  For almost everyone, a longstanding arbiter was the Better Business Bureau (BBB).  Founded in 1912 to promote truth in advertising, generations of Americans have wielded the organization’s hammer and threatened unscrupulous businessmen with the cry, “I’ll report you to the Better Business Bureau!”

It’s why the businesses we represent, comprising the professional moving and storage industry,   decided to include BBB ratings when we established a consumer certification program nearly three years ago.  Our members had unfortunately too-frequently been tainted by a small number of con artists (or even criminals) posing as movers.  To provide a reliable starting point for consumers shopping for a full-service mover, we created the ProMover program.  Our members who pass a seven-point screening process are then authorized to use the ProMover designation as an honest and reliable mover.

But making one of those seven points at least a “satisfactory” or better BBB rating was met with a few raised eyebrows by our members who felt mistreated by their local chapter (the BBB is a “national council” with fairly-independent local offices).  Yet others recognized the value of including the ratings of an organization that had credibility with consumers.  To help reassure ourselves it was a good decision, we opened a channel of communication with the BBB’s national council and began to explore how we might work more cooperatively to help educate our industry’s customers.  

An investigative report by ABC News [November 12, 2010], however, left us doing a bit of head-scratching. A segment on 20/20 revealed that some BBB chapters were engaged in a form of “pay-to-play,” providing excellent ratings in exchange for membership (money).   Although the most egregious examples were mostly confined to a chapter in southern California, we realized the negative publicity would at minimum have some of our members saying, “We told you so,” and at most could have consumers suddenly eyeing our ProMover program with skepticism.

The BBB has since admitted mistakes, has apologized and promises to do better; but it’s also left us again asking, “Where can consumers turn to have some assurance they’re getting good advice?”  It’s a question that’s even more pressing in light of the mid-term election results earlier this month.  New members of Congress carrying the tea party banner are already pressuring Hill leaders to make across-the-board cuts -- which would include the agency with oversight of consumer protection regulations for the moving industry, the Federal Motor Carrier Safety Administration (yes, as a result of a previous federal downsizing, an agency largely responsible for bus and truck safety ended up with consumer protection duties).

But regardless of which party has held the White House and Congress, FMCSA has never been given sufficient resources to properly crack down on the bad movers known as “rogue operators” who carry no insurance or federal registration.

Thankfully for everyone involved, the movers who have become our members are legitimate, ethical businessmen and women, often family-owned and more often than not, small businesses that are part of their communities and often volunteer their services for good causes to give something back.  And in almost every case, probably the biggest single reason they joined AMSA was to be a part of a responsible industry interested in providing good and honest services to their customers.  After all, a trade association has an extremely strong motivation to protect and improve an industry’s reputation. 

Frankly, we’re proud that we recognized that absent very effective government consumer protections, it was our obligation to create the ProMover program.  And with new questions about the BBB’s credibility, we’re beginning to believe we’ve apparently been left on our own to help consumers.  

So where can they turn?  For the moment, at least, industry trade associations may be a very good bet.  

Important 1099 Form News from ASAE

Editor's Note: This information was received via email from the ASAE Public Policy Department. For more about ASAE, visit their site: www.asaecenter.org Yesterday, the Senate voted on both the Johanns and Baucus amendments to repeal the 1099 reporting requirements.  Both amendments failed to pass under the 2/3rds rule in the Senate: the Johanns amendment failed 61-35 (see vote breakdown here) and Baucus amendment failed 44-53 (see vote breakdown here).  The Johanns amendment paid for the repeal with unused stimulus funds, while the Baucus amendment had no offsets.  From what we've heard this will be the last vote on the 1099 issue this year, leaving only one calendar year before the new 1099 reporting goes into effect. ASAE will continue to work for a full repeal of the 1099 provision.  When you meet with members of Congress and staff in the upcoming months, remind them of the burden of the expanded reporting requirements and the need for full repeal.  ASAE will keep you updated on any developments and plans to make this issue a major priority for American Associations Day 2011. Contact us with any questions at (202) 626-2703 or publicpolicy@asaenet.org.

 

The CAE Program: What’s Wrong With My Money?

The Certified Association Executive (CAE) designation demonstrates a commitment to ongoing professional development by individuals who have worked a minimum of 5 years within an association or other nonprofit staff; unless the rules have changed again (something the CAE Commission does regularly and then doesn’t publicize), you must have 100 hours of acceptable activity during the 12 months prior to taking the exam.

In addition to having to successfully pass the test to earn the CAE, you must continue to earn CAE credits to maintain the designation. CAE credits are earned by attending ASAE events, such as the annual meeting, lunch & learns, idea swaps, or other “big” conferences like Great Ideas.

Taking and passing the CAE exam is no easy thing. It takes months of preparation and working with a study group to prepare for the test. By successfully passing the CAE exam, you demonstrate that you understand association management theory and its practical applications in the real world.

Understanding association management theory and practically applying it in the service of client needs is something that consultants and industry partners do every day. Yet, we are banned from sitting for the exam – unless of course we have been on an association or nonprofit staff within the last 5 years. This rule was just changed in the last year or so. Thanks to the Commission’s commitment to not publicizing anything, I found out about this too late to apply.

But let me point out: the CAE is only a test.

There is no field work, no papers, no mentoring. In fact, after you earn your CAE, you don’t even have to prove that you attended the sessions that earn you credits towards certification maintenance. If you register and pay, and then pick up your badge, you can walk over to the corner coffee shop and update your apps on your smart phone and still get credit for attending. No one checks to make sure you are actually in the room or checks to make sure that you stay in the room long enough to learn something.

The clients I work with who manage continuing education programs have strict rules about attendance. For example, one client will only award partial credit if you leave the session early and you are not allowed to enter after the session begins. Session attendance is tracked by scanning name badges as attendees enter or exit the room so the appropriate credit is applied.

I see nothing like that happening at ASAE, yet the CAE Commission believes that this is a program that should be restricted to only certain individuals – basically, anyone who is not on an association staff, such as consultants, industry partners, or other vendors that support the association profession.

And yet, the CAE is just an exam that demonstrates knowledge and its application. Why can’t anyone who meets basic qualifications, such as minimum 5 years on a staff and works in the association field, be allowed to take it? The unemployed, who are definitely not on a staff, are allowed to take the CAE exam, but those who are actively working, but are outside a staff, cannot.

While providing a valuable service to those who want to demonstrate their commitment to professional development, the CAE is a revenue source for ASAE.

ASAE makes money from exam fees, book purchases, and then later from continuing education events that earn CAE hours for maintenance of the credential. And, once you get the CAE designation, you can maintain it for the rest of your career – whether or not you are on a staff. It seems to me there is a long-term revenue arc for each individual who passes the CAE and then maintains the designation.

Not being on a staff doesn’t automatically drain all the knowledge and experience from my brain. I use my association management experience and knowledge in the service of my clients, and in service as a volunteer to my chosen profession, every day. Many of my ASAE colleagues who happen not to be on a staff are doing the same thing: sharing association management knowledge and experience within our chosen profession.

We are not any less qualified for not being on a staff. In fact, I could make the argument that we are more qualified because we have been on a staff, volunteer, and now serve as consultants or other service providers. We’ve looked at life from three sides now, to paraphrase an old song lyric.

After 15 years of staff service in two professional societies, two industry organizations, one nonprofit arts organization, and seven years of service to association/nonprofit clients, and three years as an ASAE CenterU faculty member, my question is this: what is wrong with my money?

Phase2 Technology: Opening for a Marketing Manager

Thanks to Tiffany Shackelford, Director, Communications and Marketing, Phase2 Technology for passing this announcement along.

Phase2 has a terrific opening for a marketing manager. Please pass this along to anyone you think should be interested.

http://www.phase2technology.com/job-posting/marketing-manager

Marketing Manager

Phase2 is looking for an outstanding Marketing Manager to play a critical role in taking Phase2 to the next level in our strategy. The right person is a hands-on strategist who loves to build a following with our target audiences, is hyper-focused on the customer; has a demonstrated ability to build online audiences; understands creative product development; understands current web technology, but still likes to meet interesting people and go to great events in person. The Marketing Manager will be a key player in our corporate marketing strategy and will be able to independently develop and execute marketing initiatives that are designed to strengthen relationships, knowledge and reputation.

What you could do for us:

    * Identify, organize and execute our presence at events that allow for knowledge sharing and that highlight the expertise of Phase2 specialists through speaking engagements, working groups, training, and networking opportunities

   * Manage web content; including editing our blog, social media, Twitter, and communities we participate in

   * Monitor new initiatives, trends across the industries we serve, as well as Phase2 products

   * Work with the Phase2 sales team to develop engaging, influential proposals, presentations, and marketing materials

   * Work with the Phase2 product team on product research, marketing campaigns, competitive landscape, events and strategy

   * Manage customer relationship management through email, and regular communications - such as becoming editor of a newsletter

You should work for us if: 

   * You have lots of tools in your belt to get the job done and know what to use when

   * You take simplicity and elegance over complexity any day

   * You know what "Web 2.0" is and how to make it work (even if the phrase is over-hyped and overused)

   * You understand that getting to the best solution isn't always fast or easy

   * You believe in the power of collaborative teamwork and information sharing

   * You think that taking incremental steps is the productive path to the ultimate solution

   * You like working with smart and creative people

   * You like working with exciting clients that do really cool stuff, like helping the environment or saving the world!

   * You want to be part of a close knit company that is growing in the right ways

 Your qualifications need to be: 

   * Minimum of 3 years of experience in marketing, communications, or public relations

   * 3 or more years industry experience with software/web technologies and/or professional services

   * Excellent written and verbal communications and presentation skills

   * Strong organizational and planning skills; the ability to prioritize and manage multiple projects and ongoing efforts

   * Experience planning and hosting events as well as coordinating presence at conferences and seminars

   * Knowledge of the social media environment and trends

   * A self-starter, comfortable working both independently and in teams; able to manage teams comprising senior management and channel partners

   * Bachelor's degree required, preferably in marketing, business, communications, or a related field

It would also be cool if you...

    * Loved working with a fast-growing company with a culture emphasizing creativity and initiative

   * Had an eye for good design, online style and "what is cool and what is not"

   * Had experience working in open source software communities

   * Managed and contributed to the website or blog for an organization (or for yourself!)

   * Have worked with or for organizations in some or all of the following industries:

         o Publishing, Media and Journalism

         o Federal Government, especially with Open Government initiatives

         o Public Policy, Advocacy, International Development

MIB Group Update: The Staff is most Excellent!

Earlier today I posted about the MIB Group, the insurance industry database. I was pretty annoyed about the incorrect information in my record since this is an industry-controlled system, like the groups that record your credit score. I figured it would be very difficult to do and that I would find resistance to my requests.

However, while the insurance company members that enter the database may not be as on top of things as they should be, I would like to give well-deserved praise to the MIB Group staff.

I have been communicating by email and phone today with Kathy Brennan of their office, and she has been helpful, patient, responsive, professional, and extremely clear in explaining how things work. The MIB Group staff wants you to have an accurate record in their database, and they mean it!

Kathy Brennan gave me all the forms I needed, answered my questions, and offered to give me additional assistance as needed. Thanks Kathy! MIB Group gets an A+ for customer service from me (and I'm an extremely tough grader in this area).

On to correcting my information; at least trying to, since it's up to the companies involved to be responsive to my requests for correction and reinvestigation. But with MIB Group's help, I have the right information to get started.

The Medical Information Board: A Little Known Database that Affects Your Life

If you have not heard of the Medical Information Board (MIB Group) you should check it out. Insurance companies base their decisions on the data this group keeps -- if it is correct or not.

I recently found out when I applied for life insurance (with the *very same company I have had a policy with for 16 years!*) that they will not write a new policy for two reasons: one, they are waiting for ANOTHER mammogram (HEY GENWORTH -- I JUST HAD ONE IN SEPTEMBER AND I'M FINE) and two, because according to the MIB Group Database, I have a "lung disorder."

What?? Nearly two years ago, I had an acute condition called pleurisy, which is an inflammation of the sac in the torso where the lungs sit. It is not a condition of the lungs, and while it is painful, it is so minor doctors treat it with ibuprofen. You just have to wait for the inflammation to go away.

This is like calling a chest cold a "lung disorder."

This is what happens when industries are allowed to create databases that become the controlling influence on other people's lives. Most of us have never heard of this group and yet it exerts a strong influence on our ability to protect ourselves and our families when we try to buy disability and life insurance.

Transparency is all the rage except with these secret industry databases. I strongly encourage everyone to check this out and find out what the MIB Group is saying about you.

http://www.mib.com/html/contact_us.html

We have a right to know what is being said about us. Just like the credit score companies data, this database must be publicized so we can protect ourselves from those who might injure us with inaccurate information.

Author Angeles Arrien is making her only east coast appearance November 5-7, 2010 in Annapolis, MD.

The author is hosted by Creative Conversations, Inc. which organizes special workshops throughout the area. For more information, contact:

Julie Phillips-Turner
Media Contact
jbpturner@aol.com
410-490-0033

Viewpoint: The Price of Equality

This is a viewpoint.

This is a short post I wrote this morning for Association Puzzle:

Women EVERYWHERE: Beware if you are smart, ambitious, and want to participate in society. Latest example: Heard on the news this morning that Bill Clinton called Candidate O'Donnell that "witchcraft woman" and Candidate McMahon "the wrestling lady." I guess that makes him the pot-smoking sexaholic that used to live in the White House. But what does that make Secretary of State Hillary Clinton?

Of course, I caught some flack for this comment on Facebook but what always makes me sigh is that the flack tossers are women. This is because the current political climate has created a "make labels, don't look beyond your nose" attitude for everyone, men and women alike.

While I do not endorse voting for someone simply because she is a woman, we must take seriously that our place in society as equals is always tenuous. Women are too easily dismissed by men, and the rest of us (women) too often keep silent. 

This code of silence leads to us ridiculing each other rather than saying, "I don't agree with you, but you have a right to your opinion." Instead, the name calling and minimizing add to the perception that women are always in competition with each other rather than supporting each other as competent people with something to offer. And we wonder why there is no "old girls network."

I find these continuing attitudes distressing at best, threatening at worst -- to our society, to our future, and especially to us as women. We are already on the receiving end of negative perceptions by men; we need to stop doing it to ourselves if we are to become truly equal participants in the world.

If we don't take ourselves seriously, why should anyone else?

The mid-term elections are upon us, and the 2012 election cycle will be here soon. What will our campaigns and public discourse say about us as women, citizens, and active participants in our society? Women cannot continue to look the other way when one of us is demeaned or diminished -- even if we don't agree with her.

Let us make a commitment that we will not support namecalling of any candidates -- especially women -- but we will insist that we look at what candidates propose for their policies and their positions on the important issues. If we agree with them, they will get our vote. If we don't agree with them, then we vote for the other candidate.

The price of equality, like liberty, is constant vigilance. Women cannot ignore remarks like those made by former President Bill Clinton, especially during an important two-year election cycle. 

Some past blogs I wrote on women's issues related to politics:

http://associationpuzzle.typepad.com/association_puzzle_see_ho/2008/06/womens-issues-hillary-clinton-misogynys-latest-victim.html

http://associationpuzzle.typepad.com/association_puzzle_see_ho/2008/08/womens-issues-sara-palin----it-only-took-24-years.html

Women EVERYWHERE: Beware if you are smart, ambitious, and want to participate in society. Latest example: Heard on the news this morning that Bill Clinton called Candidate O'Donnell that "witchcraft woman" and Candidate McMahon "the wrestling lady." I guess that makes him the pot-smoking sexaholic that used to live in the White House. But what does that make Secretary of State Hillary Clinton?

Leadership: Why Notter, Alcorn, et al, Will Continue to be Frustrated

This morning reading Facebook, I saw this link to Jamie Notter's most recent post on leadership: http://www.socialfish.org/2010/09/owning-social-leadership.html

Echoing the frustration of Shelly Alcorn's post http://www.associationsubcultureblog.com/2010/09/waning-days-of-leadership-in.html, Jamie noted that while he wants to see heads nodding when he makes presentations, he also wants to see change happen.

Hmm, and Jeff De Cagna just posted his frustration with what he sees as a lack of progress in the association world. He is now committed to "transformation." http://www.principledinnovation.com/blog/2010/09/22/the-generative-work-of-transformation

I respect all of these people (although I have not met Shelly Alcorn I read her online and like her stuff). I have always been a supporter and proponent of trying new things, looking at what's possible, and taking a risk even if you have to make mistakes. However, over the years, I have seen what I consider an serious disconnect between the ideas proposed and the basics of human nature.

If you want to understand why high-minded ideals don't always translate into results, just watch how people interact in groups. There's a reason that leaders are special and why everyone is *not* a leader. Let me share a real world example:

For those of you who don't live in the DC area and have never visited, "Metro" is our subway system. We have older, pretty standard cars in our trains. There are three exits on each side of the train and the doors are two panels that slide open and closed.

We have a lot of trouble with these doors because too many people treat them like elevator doors. The Metro doors do *not* have electric eyes that cause the door to open if someone steps in while the doors are closing. The doors just close on your arm, leg, or bag -- whatever you are using to pry it open. There is nothing more frustrating than having a perfectly functioning train be put out of service because the doors aren't working. Metro will make everyone leave the train (and mysteriously the doors then work) and wait for another train, causing crowding, delays, and general discomfort.

Now that I have set the stage:

A few years ago, I was riding the Metro home from DC to Silver Spring. It was late afternoon, so the train was just starting to take on the "professional crowd." I was sitting near the middle door. About halfway to Silver Spring, when the middle door started to close, the right side panel would not close the last few inches.

The driver kept opening and closing the doors but it still wouldn't close all the way. Passengers began rustling, not wanting to hear the announcement "This train is out of service." Not wanting to get dumped off so close to home, I got up, went to the door, and pushed it closed. The train started moving.

Everyone breathed a sigh of relief and went back to reading or checking their smartphones. The next stop, the door did the same thing. I could see the passengers surreptitiously looking at me, wondering if I would again take action. I did, and the train continued onwards.

At the third stop, the door did it again. Now, everyone just boldly looked at me waiting for me to act. 

After I sat down, the woman across from me asked, "What will we do when you get off the train?" 

From the ASAE Listserv: The Bus Book

This is a posting I shared with the ASAE Executive Management Section today. The question was:

 

Nonprofit executives and others sometimes refer to the "bus book," a compendium of what needs to be known and done if the ED is "hit by a bus," i.e., suddenly disappears from the scene. Do you know of samples?  Are any of these samples available online?

 

I do not currently have a "bus book" for my business, but I have been working on putting one together "just in case." Also, after my years of experience in associations, I know there many things that don't get captured that should.

 

Things that should be in a bus book:

 

1. Current employee contact list

2. Who is "in charge" of the organization if the ED "disappears"

3. Contact people for support services for the organization (ex: IT support, telephones, landlord, bank, accountant, attorney)

4. Passwords for all ED accounts (when I managed people, I had all my staff write their passwords on paper, seal them in an envelope, and give them to me. I never opened the envelopes but I had them "just in case.") The passwords list should include any important account passwords for the bank accounts or investment accounts.

5. Updated copies of the bylaws, articles of incorporation, any other legal documents related to the organization

6. Check signing authority paperwork (already filled out) for a) a staff person or b) the organization's attorney or c) a board member or d) one of each

7. Where to find any keys for the ED's files or desks; confidential info would likely be here 8. Copies of the most recent 990 forms (I'd suggest three years)

9. an updated listing of any projects the ED is working on and their status; this would need to be a performance requirement by the board as it's the kind of thing that gets put off

10. If not in the book, where to find copies of board meeting minutes and other documentation related to board activities

11. Project calendar, including employee review schedule and any important meetings that are coming up.

 

I think it would be best for the Board's Secretary and Treasurer to work with the ED on developing the "bus book" and then keeping it updated. It would not only be an important asset, but a way to build strong board/ED relationships.

 

Cecilia Sepp

Consultant & Writer

CS Association Services

We speak association.

 

Email: csassociationservices@ceciliasepp.net

Phone: 301-346-9656

Twitter: @CeciliaSepp

Web: www.ceciliasepp.net

Blog: www.associationpuzzle.typepad.com

Connect with me on Facebook and LinkedIn

 

CS Association Services is an Association Laboratory partner.

I Just told Google: Don't be Evil. Support #NetNeutrality. You can, too. http://freepr.es/bXFB7i (via @freepress)