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Every day, volunteer and staff leaders are intentionally disregarding widely-popular assumptions and norms in their quest to develop new and better ways to deliver meaningful, purposeful, and transformative experiences to their members. They risk doing so because the strategies that they have been using no longer generate the desired outcomes.

This case example offers insight on how Brian Bates, Member Relations Specialist, at Exponent Philanthropy – a national membership-based organization serving volunteer and staff leaders who manage small to medium-sized nonprofit foundations – has worked with his colleagues to adjust their existing member orientation in such a way as to offer greater guidance and support to their members. With the support of volunteer leaders and professional staff, Brian explains how he has adjusted their long-standing traditional approach to one that is more relation-centered; thus offering greater clarity to his members, including providing members with specific examples from their peers of what they can do to make the most of their membership.

In addition to learning what Brian has done, this case example also includes an analysis explaining why this adjustment produces better outcomes.