Member association organizations want to know how their members engage and want to be communicated with. But assessing what works requires a holistic approach that examines both staff perspectives on what works and what members really think and do. Steppingstone LLC undertook a communications audit to help NAFSA: Association for International Educators, understand its e-newsletter open rates, member preferences for communication, and staff practices influencing member communications. The project included a “brown bag” audit examining all of the electronic and printed publications used by the association, available data on materials and electronic use, available data on website use,  a survey asking members their preferences on association communications, and one-on-one staff interviews.  The results helped association staff improve how they were communicating with members and brought their communications products more in alignment with the association’s brand.

Client: NAFSA: Association for International Educators

Services provided:  communications audit, survey drafting, survey results interpretation, interviewing, writing