In today’s fast-changing world of communication, the way we connect with members can shape how they see their membership and sense of belonging. But are we meeting their expectations—or just ticking boxes for ourselves?

1. Meeting Members Where They Are

From text/SMS alerts to direct emails, CRMs, and even AI tools, there are plenty of ways to stay in touch. Each has its place, but the real question is: Do your members feel seen and heard?

• Younger members might prefer quick updates via SMS or app notifications.
• Long-standing members might favour emails or even a good old-fashioned phone call.
• The key isn’t the method—it’s knowing where your members are most likely to engage and making it work for them.

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