What Does Member Outreach Look Like To You?

I have been trying to suggest that an initiative be implemented to make member outreach a priority for the RCSC to undertake. Before I go beating the drum though, I feel it warranted to ask what comprises member outreach? What should getting the membership involved look like? What can the RCSC do to promote member inclusion?
There are already large undertakings to improve the current RCSC website, but will it be staffed with someone who can provide daily updates on activities and clubs? Will events not only be highlighted, but offer additional information about how well it was received and should it be repeated? Is the website going to have an active moderator to offer support for members who may need help with the site?
I have a strong penchant for wanting a newspaper/newsletter that will be published in print. Not everyone has access to electronic media so there is a segment of our community that is not being informed. Not only that, there is something to be said for having a tangible newspaper in one’s hands, being able to read and revisit that article at will without logging in. I strongly feel this is a great way to reach the membership in a meaningful way with the ability to reach every household.
My purpose in starting this thread is a way to gather ideas, then deliver them to the board in person. Use the microphone to implore the board to hear the conversation about member involvement and what the members feel they want from the board. Nope, doesn’t mean anything will come to fruition, but if we don’t make our conversations heard, then there can be no hope for change. We need a better way to make our members feel valued, and I am asking your input as to what would make you feel the RCSC cares about what is important to you. What can they do to engage you better in the community, or communicate with you about what you want Sun City to accomplish now and for the future? Are there ideas about what you want to see Sun City do as a community? Some pretty interesting topics suggested, but those I feel should be discussed at the members level, that’s you! I would like to compile some of your thoughts and present them to the board for discussion and consideration. We don’t know if we don’t ask. The ideas brought forward could be eye opening to the board, we could be the catalyst for a new movement of ideas.
Thank you and look forward to hearing your feedback.

 

Three cheers to you Carole for posting this. The first observation I have is that member engagement requires member involvement in major decisions. This can take many forms. The next observation I have is that the goal of member engagement is to assure the will of the majority is carried out and minority views are heard. Finally, member engagement prevents the will of the minority being carried out while the views of the majority are unknown. With that background here are some tips:

Engage members early and often - Some form of orientation for new owners (and outside realtors) is really needed
Learn from others - What do like communities do to onboard members and is it successful?
Make engagement fun - informal gatherings between members and management is one idea
Make engagement purposeful - have a goal of finding out what the will of the majority is
Don't insincerely engage members with no purpose - This just makes them cynical and untrusting.
Target a broad cross section of members over time to get a well-rounded picture
Provide workshops with master plan experts to solicit feedback
Make data which is useful easily accessible to members
Use careful questioning to separate the wheat (majority) from the shaft (minority) views
Consider hosting real estate trend informational sessions targeted to age restricted recreational based communities

Expect whiners - It goes with the territory

I hope these ideas are thought provoking.

John

 

New resident’s first “point of entry” to RCSC is at Lakeview Center Cardmember Services when they get their photo membership card.

They should be enthusiastically welcomed to Sun City and given a WELCOME HOME “goodie bag” filled with current issues of UPDATE, SCHOA, Del Webb Museum newsletters, brochures of the other community organizations, SCHOA map of Sun City, location map of RCSC centers, golf courses, Sun Bowl, magnetic list of helpful phone numbers (main RCSC, Posse, utilities, MCSO, other organizations, etc.) coupons for discounts at George’s, golf Pro Shop, and perhaps local businesses.

Sure, they’re busy settling in, but in time they’ll take a look. Walking away with more than their card, a friendly cardmember experience with a takeaway WELCOME to all their new community offers is a good first step for Membership Outreach to consider.

 

It's always fun to picture what if? I know when i was on the RCSC board and suggested we engage members at a wholly different level, the GM balked. In fairness, it wasn't immediate. The first year we tried an annual membership meeting with nearly an all day event filled with information, entertainment and food. When we failed to garner even 500 members we pared back the next year. Both Carole and i pushed the board to reduce the quorum from 1250 to 500 but that died like so many other agenda items we wanted as outreach.

With each passing year, with no annual membership meeting and members being told to just move here and have fun, the number of members involved dropped. Hell, it wasn't until the board fired Karen McAdam that the worm turned and members got fired up. I will never understand how a decision that foolish could be made. Thank goodness it was.

But alas, that's yesterday's news. Everything stated above by others would be a great start. It almost doesn't matter what, the real key is to start doing things differently. We have acknowledged the board is doing better. One could argue, the working group on bylaws is member engagement. One could argue the long range planning committee is member engagement. Both arguments would be true, albeit controlled to a point many of us are uncomfortable watching.

The real problem is, both of the instances above do little to "grow the circle." It's the term i have used in both my past life and virtually everything i have written and done in Sun City. You guys know, it simply means the number of members becoming interested and willing participants in the concept we know as self-governance. And to be clear, i'm not talking about them running for the board.

My contention and all of your remarks above have focused on starting with new home owners in the community. It is the "low hanging fruit." Let me give you an example of how a great idea and effort missed the mark. I went to the Sun City Orientation the other day. It was a great idea, really good event. And, to be perfectly blunt, it was a missed opportunity.

200 or more "new people" in the room and it was a one way presentation. All of the communication went from the stage to those seated around the room. The presenters did a great job (RCSC, SCHOA and COA) explaining what they do and how the community works. Do you think, there may have been a question or two from the audience? Ya, i do, but what the hell do i know.

It's long been our challenge; two-way engagement is always more effective. It's like our static websites, one way is far more easy to "control content," but never as effective as interactive sites with vibrant and viable discussion and discourse. Don't hold your breath on that changing (sadly).

Okay, enough with what was, how about what steps to take next? I won't take any one issue above and elaborate, i would take all of them pertaining to enhancing the relationship between the board and the membership and make them an open book. We know the summer is fast approaching and we know the board and most committees take a break (kind of).

What if we took advantage of the summer doldrums and created a white board focus group of interested members along with whomever is heading the Visitor Center these days along with one board member and one management person to start laying out a game plan going into the fall season? Setting goals and pathways and measurements to reaching those goals. We would purposely take it off the backs of the board and make it a community activity for 15-20 members (or more).

Nope, they would have no power, no ability to do anything other than by summers end have concrete "recommendations" on how to "grow the circle." It hearkens back to the days when the membership were more hands and brains on. Just looking at the list above from posters, this opportunity would truly be an opportunity for those of us living here to begin the evolution to a heightened sense of community.

What if indeed?

 

WOW!! Great ideas, each with marvelous potential to improve the impact we have with our members.
The idea of a goodie bag with all of the items listed is, to me, easily attainable. It takes someone to seek out a bridge with all of the other service providers and get their materials gathered together, perhaps seek a vendor to design and provide a “Glad You are here. We are happy to serve “ bag to put the SWAG into. This same person could design a useful and attractive magnet with community information on it. Does this sound something like the vision you had for the idea? I want to stay true to the idea as well as seek practical answers to implementation.

John, do you feel a few focus groups comprised of members, could develop a questionnaire or a list of priorities of what most people seek as a resident of Sun City? No committee, a group of member volunteers sharing their experiences and ideas, then creating the list of what are the highlights of living in Sun City. This list could help members learn more about what is available in the community, as well as engage and encourage participation in the highlighted interests. Did I skew your idea John? I am trying to put practical application to the ideas offered, but want to honor the intent of the suggestion.
The education of the Realtors that sell homes in Sun City has been a keen interest for Bill and I, as we sought to create classes to certify Realtors as being Sun City Specialists. This way folks shopping for homes in Sun City were getting the best information about the community, but what to expect in the fees, why the new homeowner paid those fees, and what the real total cost is to the buyer. So often realtors sell homes then when the buyer gets to closing, is shocked with fees they have no idea what or why they are.

Sorry, got long winded with all the breakdown of what can be done to reach out to the member/buyer early in the buyer/owner relationship. I will return shortly to discuss more definitions for the ideas offered. I am so excited to have this conversation with you and make an effort to make the ideas take shape and become a reality. Taking a short break, but will return, I promise. More parsing to do with the marvelous suggestions

 

As I have stated in another thread, I think the RCSC should look into establishing a Journalist's Club which includes the necessary software and equipment to write and print their own newspaper once or twice a month. Advertisers could offset some of the costs.

I like EO's "goodie bag" which should include a couple of free passes to the museum.

How about going back to more than one Membership Meeting a year, but actually have a REAL meeting where Member's business can actually happen. Seems that when we do have a meeting, and even with a quorum, some excuse comes-up that prevents everything. No wonder why nobody wants to waste their time going to the meeting. You would have thought we would of at least have been given some management and financial reports, but nothing! "Thank You for showing up, but no business will be conducted!" Kinda makes you wonder if that fulfills their obligation to have an Annual Meeting????

But I think the most important thing is to convince the Members that their involvement can actually result in change.

Although we are not a city, there seems to be the feeling, at least for me, that the RCSC has too much control on everything we do? Join a Club and have some fun, but then there's 18 pages of mandatory RCSC Club rules and special board policies that takes the fun away!

We will not truly become a community until the tail stops wagging the dog.

Just my opinion!

 

“goodie bag" which should include a couple of free passes to the museum.” ~ FYI

YES! Anything FREE encourages discovering places and people in the community!

 

We know lots of folks who read TOSC haven't been able to log-in and become members. Lisa Gray from SCHOA is one of them, so she responded to my remarks about the Orientation event this way:
"We actually had more than 300 in attendance. I made the decision not to take questions from the floor and stand by that.
EVERY organization was present and willing to answer any question pertaining to their organization. And there was plenty of time scheduled for that. Since that was provided + goodie bags filled with information I think that's more than sufficient. This wasn't an RCSC exchange meeting. It was an educational meeting with a vast amount of resources available for attendees.
I know we're never going to please everyone but I'm grateful for those who participated and attended. From the feedback we've received I think the vast majority really enjoyed it and learned some things. We accomplished one of our goals.
In my opinion, honestly, this was an historic event and should show the community that SCHOA, RCSC and COA... plus all the other organizations involved... understand that working together is imperative and benefits us all.
It's a new day in Sun City and we should be celebrating it."

Fair enough and happy to share her thoughts; suffice to say, i disagree. I responded on Facebook and so here are my comments:
"It was great event Lisa, i've said this several times. If you are reading TOSC you know that as well. You also know there is a push for us to become a more interactive community rather than the one-way style we have evolved to. You know i follow SCHOA closer than most, but the reality is, with your membership numbers where they are it should shout to you "try something different." Yes, this was different and kudos for doing it. If you think not taking questions was better, then you will cling to a structure that is limiting. And so we are clear, been there done that, and when we broke the mold in 2006, we ended the year with over 9000 members. If you get there the end of 2025 i'll be the first to say "you were right and i was wrong." We'll see eh?"

Unfortunately Lisa's remarks don't surprise me, not even a little. I'm used to organizations telling members stuff and having that be the end-all-be-all. I know she'll read that as an insult, it's not intended to be, it's an observation after 25 years around organized labor and another 22 years involved in our local community organization governance.

Structures built on a top down platform are invariably wary of two-way communication. They love and live by telling members what's happening and why. More often than not they prefer avoiding difficult questions that people want answered. The biggest challenge facing us all is how we as a society has evolved. Social media drives a frenzy of crazy ideas and conspiracies and rather than face them head on, we/they pretend they aren't out there and impacting how people/members perceive them.

The bigger difficulty is the next set of home buyers, generation X, will come expecting answers to questions not simply being happy with static websites with FAQ pages or one-way communication. Sorry to be so blunt, but facing our difficulties openly and honestly is way better than just ignoring them and hoping they don't impact whatever their organization is doing to try and affect change.

Look at it this way Lisa: the very fact you didn't like my remarks about taking questions screams at the discomfort of someone speaking out in hopes to make it better the next time. It's the problem with "standing by your decision," rather than wondering, "can we do it better next time? " Which is not to say i am right, but you need at least consider the options.

 

Carole, With the knowledge of Non contrarian contributors on this site I absolutely believe we could create a much-improved orientation experience. But, for what purpose? The board has essentially said thanks but no thanks we have everything handled. And maybe we just don't have the bandwidth or the people in place to tackle this right now. We should ask ourselves who will own this process once it is implemented. The GM? If so, I think his or her input would be essential, and we need to get the horse before the cart here. Just one person's opinion. John

 

I would still push for a Journalist Club!

Think about it, not only report on "feel good stories" but articles about the RCSC, include SCHOA, COA, and include all the other org's that our Directors liaison with!

You have Foundation News, PRIDES News, POSSE News, CAN News, Museum News, Fire Dept. News, Library News, Roads & Safety News, and upcoming events on all!

I certainly believe there will be plenty of content. We now have an RCSC Radio Station, so why not a Newspaper?

Just my opinion, and I think it's a good one . And that's just my opinion as well!

 

John,
Members will own the process. They will be the driving force for implementation. Who will be leading the charge? I will, along with several new to me member supporters who will have the same vision and tenacity to want to not only see it succeed but flourish. I know I can’t do it alone, I also trust I won’t have to. I honestly believe once word gets out about the various opportunities and openings to volunteer for the support of the endeavors for the community volunteers will be plentiful. The members want to be involved, give them a challenge and purpose to participate in that will produce tangible benefits for the community that the members can see and feel firsthand and the community benefits, the members benefit and the RCSC benefits because they supported the effort. The simplest thing is the support to move forward, provide some small space to meet in, then stand back and watch what can be accomplished.

 

FYI i completely agree! Make it a true “community” newspaper highlighting the various social organizations and what they are doing this month. Highlight upcoming projects and events such as recycling events, placing seat belts in golf carts. Remind people in December about CAN and their income tax preparation. Offer a checklist of items to gather up in preparation. There I go again, expounding on the potential benefits of what can be achieved.

So sorry, the initial post said create a club and I think in an earlier post a committee was suggested. My bad for having gotten stuck on the wrong mindset. You have the right idea about seeking members to join a club dedicated to building a new newspaper or Sun City. I could also post a request on Facebook seeking club members to help build a newspaper. Provide an overview of skills and knowledge needed, advise them this club will ultimately produce a printed newspaper or whatever it is we can accomplish.

 

Perhaps tap Jean Totten as she has organizational skills that are unbelievable. eyesopen has the ability and skill set to put together a comprehensive outline and plan that would layout the process flow for making the various aspects come together. Emily Litella has a strong base in customer outreach and has offered her expertise before. The team could already be coming together, made up of members from the community working for the community.

 

I agree with everything you've expressed to Lisa Gray about not taking any questions. I have written questionable letters to SCHOA over the years and they pick and choose what they will respond to with some of my questions, usually it involves the neglect of property and number of people residing in a home. Also, If you live under a condo and have issues with a board , COA will respond that they are not an enforcement agency, but that is a BIG problem when you have cash poor and apathetic boards who won't do the minimal to maintain a condo complex. We've had some problems with living near a situation and you have some slobs who don't attend to there units and cash poor hoas who won't keep up a standard. COA tells me all they do is teach and train hoa boards. Then if you go to SCHOA they tell you they don't enforce condos. Condo's can look like ghettos and nobody can do nothing! My opinion only here, but I think COA is totally useless. If a condo complex does not join COA, there is no way they can even reach out to them to find out about neglect in property, people and standards. Are you not concerned about this?

 

Bill, I so much agree with you, and SCHOA and COA need to take questions from those who live here. I am very happy we have them, however, I feel they need to hear from residents who have been living here. Some neighborhoods are totally hit and miss. I love it here too, but you do have some folks who are not abiding by the residential standards of this community and that is a fact. My husband and I paid for a 2 year membership with SCHOA and they should at least be open to hear my concerns about properties when I do write to them. Don't mean to get negative but you have some really neglectful properties around. I know there are many reasons for that, but I have seen some homes with what looks like too many people living in a SC house, and the property looks like hell too. Just saying, but yes, I think letting residents ask the tough questions is necessary.

 

FYI have what could be a better solution. Instead of trying to beg and cajole the board for a new committee, how about creating a club? The Men’s Club has their own revenue generating stream, they are pretty much autonomous to do what needs to be done and have the ability to influence the board via the COC for direction and insight. Do you think that may be a better route to go? Also would keep it away from directors control.

See above for corrected post with apology.

 

The challenge for any/every organization in Sun City is/are the limitations they have based on their Articles of Incorporation and Bylaws. They can only do what they say they can do. That's problematic because we know sometimes difficult questions are asked and rather than answering them clearly, they will often deflect. Then of course there's the one's asked of an organization where they have absolutely no jurisdiction over and they quickly redirect them.

Most of us applaud the fact we never became a city. The reality was, everyone thought we would and all of these various organizations would be less valuable, dare i say less critical. When it never happened, everyone scrambled to try and make it work with the limited documents they had. I tell the story often of Betty Pearlman who in the early 80's shamed SCHOA into taking up the fight to include in our documents the age overlay. Without her, we may well be in the same trouble Youngtown found themselves in around 2000.

The fact of the matter is self-governance is hard. Personally i think organizations make it harder than need be by closing ranks and leading from the top. We know it's easier that way and we watched the RCSC devolve into an entity where the members weren't all that important. The past few years it's been a struggle fighting our way back and there's days i wonder if any of this makes sense.

If they're going to do what they're going to do, why bother to care? Frankly, i'm at that point as i know many of you are.

 

Bill,
I realize the path towards member inclusion is one that is a long way to reach for, but not at all impossible. To hear what sounds like a fatalistic view from you is not the norm. You always have the perspective to look forward for the next opportunity to improve the current situation. I know it can be difficult to maintain a positive outlook on what can be while acknowledging what it really is.
Please don’t let a situation beyond your control affect your outlook for the future. You have a great propensity to find the best in any situation, we all rely upon the historical context to offer a hopeful reference for the future. In response to why bother to care, because we need to believe that we all have the ability to be involved and create change. If not us, then who? If not now, then when? If not for the benefit of all of us, then benefit for no one?

 

Why care? This is my community too.