Navigating the waters of member and public inquiries is a nuanced responsibility for association Board members. This intersection between governance and operations necessitates a balance, keeping members informed while efficiently channeling questions to the right people. Efficient management of such inquiries not only upholds our association’s professional image but also reinforces the distinct roles between Board members and staff.

Here’s how we can streamline this process effectively.

Defining Our Roles: Board vs. Staff

Board of Directors: Guiding Strategy

The role of Board members is pivotal in setting the strategic compass of the association. Boards focus on governance aspects such as:

• Crafting and steering the strategic plan
• Approving key policies and budgets
• Safeguarding ethical practices and compliance
• Advocating for member interests

While Boards are adept at shaping long-term visions, addressing day-to-day inquiries lies outside their primary focus when an association has employees.

Association Staff: Anchors of Day-to-Day Operations

At the heart of an association’s functionality are the dedicated staff, led by an executive director or CEO who ensures our strategic visions manifest through operational excellence.

Their responsibilities include:

• Inquiry Management: As the frontline responders, they handle member and public inquiries, providing accurate information and solutions that align with our association’s guidelines.
• Operational Management: They oversee the daily operations, from event logistics to membership management, ensuring seamless execution of activities and initiatives that support our strategic goals.
• Communication and Outreach: Staff are pivotal in forwarding our messaging and maintaining open lines of communication, both internally among committees and externally with members and the public through newsletters, social media, and direct engagement.
• Systems and Records Oversight: They manage and maintain organizational systems and databases, ensuring that all information is accurate, accessible, and secure, which is crucial for informed decision-making.
• Supporting Strategic Implementation: While managing the day-to-day, staff translate the strategic objectives set by the board into feasible plans and actions, providing necessary data and insights for board considerations.

The association staff are not just supporters; they actively manage the operational backbone of our association, making them indispensable in turning strategic visions into tangible realities.

The Importance of Redirecting Inquiries

Why do we use this approach? It’s about enhancing efficiency and strengthening our association’s function:

• Consistency: Staff responses are standardized, reflecting uniform policies and guidelines.
• Efficiency: Staff access systems and information, leading to quicker resolutions.
• Role Clarity: It upholds the clear boundary between strategic governance and operational management.
• Empowerment: Affirming staff authority supports a healthy organizational culture, fortifying the Board-staff relationship.

Tips for Effective Inquiry Management

Here’s how to tactfully guide inquiries to the right hands:

1. Express Gratitude  

Start by acknowledging the outreach. It builds rapport and shows we value their communication.

Example: “Thank you for reaching out and sharing your question with us.”

2. Clarify Your Governance Role  

Politely relay your role theme, emphasizing strategic oversight while staff handle day-to-day aspects.

Example: “My focus, as a Board member, is on strategic matters. Our staff excels in handling operational queries.”

3. Guide to the Appropriate Contact  

Connect them to the right personnel or resource that can provide detailed assistance.

Example: “Our team at [email/phone] is best equipped to help and ensure your issue is resolved.”

4. Ensure Resolution Pathways  

If a matter seems high priority, communicate with staff to ensure it gets the necessary attention.

Example: “I’ve informed our executive team, who will reach out to you directly to assist further.”

Building Understanding Among Members

Educating members is just as crucial. Recommended tactics include:

• Member onboarding sessions
• Informative content on the association’s website
• Newsletters spotlighting roles and processes

These tools help engrain role understanding and streamline future inquiries, enhancing organizational communication efficiency.

Bringing It All Together

Navigating inquiries adeptly reinforces our commitment to efficient governance and operational excellence. By strategically directing questions to staff, Board members can maintain focus on guiding our association’s strategic path.

Remember, associations’ success hinges on clear roles and communication, underpinned by mutual respect and support.

For additional reading, explore how alignment benefits board dynamics through the following articles:

Evaluation Is The Key To A Healthy Board

Creating Board Volunteerism and Engagement

We each have a role to play, together fostering an association that’s not only responsive but also strategically sound nurturing an environment where our members feel supported and informed.