New Tools for Member Engagement and Development 5/10/2018 New Tools for Member Engagement and Development IEEE Canada Region Meeting St. John’s, NL Jamie Moesch, Director Member Strategy Member and Geographic Activities 1 May 2009

Major Member Strategy Initiatives myIEEE Upgrades and Enhancements 5/10/2018 Agenda Major Member Strategy Initiatives myIEEE Upgrades and Enhancements IEEE TV Upgrades and Enhancements IEEE on “LinkedIn” vTools Contact Center Improvements Q&A and Discussion 10-May-18

Major Member Strategy Projects 5/10/2018 Major Member Strategy Projects Improved Member Satisfaction Measurement Constant Improvement Renewal/Join Experience First Year Member Experience Membership “Stats” Visibility Monthly Regional MD Reports Recognize Top Performers Assist with Society Membership Marketing Improvements to IEEE Merchandise Store (Online) Benefits Utilization Improve visibility Allow for more engagement Member Engagement Opportunities Student Strategy More than a “club” Launch of STEP Program Student Graduation Kits GOLD Receptions Product Upgrades myIEEE 2.0 memberNet IEEE.tv 3 10-May-18

5/10/2018 myIEEE 4 10-May-18

Increasing and personalizing the Member’s connection with IEEE What is myIEEETM? myIEEE is the virtual manifestation of IEEE membership. IEEE membership offers the following components in its electronic benefit portfolio: KNOWLEDGE – news, research tools, digital libraries, subscriptions and video based benefits. PROFESSION – mentoring, jobs, consultants, awards, scholarships and various other career based benefits. COMMUINITY - Section updates, member profiles, member elevation info, worldwide activities, professional networking, and conference information. VOLUNTEERING – news, updates, resources, positions, and member database access. Section, Region, and Society Social networking Integrated & personalized benefit access Increasing and personalizing the Member’s connection with IEEE

myIEEETM Vision Putting the Member 1st Providing an interface to IEEE membership Encouraging usage of benefits via desktops and tools benefits usage = retention Respect Members’ Time Personalize information Provide an integrated, Member experience Increase usage of benefits Local networking Virtual home

The myIEEE 2.0 Challenge Enhance the myIEEE mission by creating a virtual, personalized, social, and customizable community based portal for IEEE members A research and collaboration effort is being performed by MGA staff on an ongoing basis Initial storyboards have been presented to over 65 IEEE Members, Staff, and Volunteers in groups no larger than five In result, methods and requirements are being defined and project planning has started to achieve the documented needs

myIEEETM Navigation The myIEEE navigation components remain consistent throughout the myIEEE experience and encapsulate the following features : Personalized greeting with links to section rolodex and website Tools and Utilities including all applicable desktops Membership Manager element for updating and editing member profile information Interactive context sensitive help

myIEEETM Navigation Dynamic Greeting Section Rolodex Member Number Section name linked to website

myIEEETM Navigation Tools and Utilities Tools and utilities - Account Status, My Account, Help and Logout functionality Account status provides a personalized alerting facility within myIEEE.

myIEEETM Navigation myAccount My Account provides access to ecustomer for profile management Update profile information add services and more Learn more grade elevations Renew membership

myIEEETM Navigation Context-Sensitive Help Help 1 (left) - Contextual help provided throughout myIEEE within popups. Help 2 (right) – Overall Help interface provided through core navigation.

myIEEETM Homepage IEEE.tv IEEE memberNet My Memberships The myIEEE Homepage content connects each member with events, publications, and other member benefits including: IEEE.tv IEEE memberNet My Memberships Service Advisor IEEE Spectrum The Institute Standards News IEEE News

myIEEETM Navigation Who’s Online? 5/10/2018 myIEEETM Navigation Who’s Online? Who’s Online – Provides a list of all IEEE members currently logged into myIEEE or memberNet, a link to the memberNet profile, and member grade. Online\Offline – Allows users to toggle their visibility in the Who’s Online listing. 5/10/2018

Volunteer Desktop (Roles Based) VTools Links provided to volunteer tools, an initiative formed by MGA to provide IEEE Volunteers with a set of web based communication tools. Volunteer Spotlight - Retrieved via IEEE memberNet this module shows IEEE Volunteer at random. SAMIEEE(not shown) log-in for Volunteers (those designated to have access) My Volunteer positions personalized listing of volunteer positions. Roster icon dynamically lists executive officers respective to entity. Volunteer updates and news targeted to Volunteers, e.g., Scoop, Society Sentinel Resource links for all Volunteers Exclusively available to IEEE Members who serve in volunteer positions Provides volunteer-related updates and resources

Knowledge Desktop Search module, IEEE Xplore providing search access to over 2 Million documents Member Digital Library - subscribers hyperlinked to file cabinet My Subscriptions - hyperlinked to titles on IEEE Xplore IEEE Spectrum Module - Links to IEEE Spectrum Digital Delivery and more! IEEE.tv - Links to IEEE.tv Meet the Authors series videos Scitopia.org - Link to search the Scitopia search engine Top 10 Documents - IEEE Xplore RSS feed updated monthly A personalized area containing research and subscription related benefits.

Community Desktop mySection Direct link to Section home page Roster icon to officers Technical chapters, affinity groups Member elevations within Section IEEE Worldwide Activities - Transnational navigation dynamically presenting IEEE sections by geography Upcoming conferences dynamically presented and updated via the Conference services website Provides access to section leader contact info, local section info, member spotlight, and worldwide activities

Community Desktop Continued IEEE Section Activities, section announcements worldwide Member Spotlight - a showcase for IEEE members pulled from IEEE memberNet. Member Grade Search, advanced member grade elevations sorting members by criteria IEEE.tv - Links to IEEE.tv Conference Highlights series videos Provides Members with a compiled view of community based benefits, local and global

Profession Desktop Search module - IEEE Job Site directly linked to job site listings IEEE Job Site - Links to login, update profile, etc, on the IEEE Job Site. Search module - Consultants Database directly linked to consultant database listings The Institute - articles specific to careers and professional development Awards, Scholarships announcements Career investment tools provided to IEEE members include Jobs and consultants Awards and scholarship information

Profession Desktop Continued Featured Jobs - a feed from IEEE’s job site that contains active job listings Today’s Engineer – a feed from IEEE USA’s Today’s Engineer site IEEE.tv - Links to IEEE.tv Careers in technology series videos IEEE Mentoring Connection, a professional development program for young professionals Career Navigator - provides members with access to career planning tools Mentoring and Career Navigator access Featured jobs from potential employers

Feedback myIEEE Feedback Form Found in the footer of myIEEE Direct members here to submit comments and feedback Sends a message directly to the myIEEE product team

The MyIEEE 2.0 Milestones Release 1.7 Objective: Re-design myIEEE. (Actual: March 2009) Release 1.8 Objective: Introduction of “myDesktop” (Target: November 2009) Release 1.9 Objective: Integrate IEEE memberNet (Target: June 2010 ) Release 2.0 Objective: Introduce Collaboration (Target: November 2010)

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What is IEEE.tv? IEEE.tv is an internet based television network made possible by the members of IEEE. IEEE.tv produces and delivers a broad range of programming about technology and engineering for the benefit of IEEE's members and the general public. IEEE.tv is the venue of choice for the entities of IEEE to engage with engineers and technologists through video and multimedia applications.

IEEE.tv Variations IEEE.tv Public Access™ - IEEE.tv Public Access is free of charge to the public, and does not require IEEE membership or log-in. IEEE.tv Member Basic™ - IEEE.tv Member Basic is an exclusive benefit of IEEE membership, offering exclusive members-only programming. IEEE membership and an IEEE web account is required for viewing. IEEE.tv Pro – Coming Soon, Integrated E-commerce platform intended to support online video e-commerce.

IEEE.tv Launch and Deployment Official launch of IEEE.tv occurred in September 2007, corresponded with kick-off of 2008 membership year Launch Marketing push executed through February of 2008 Over 95 programs currently available on IEEE.tv Widgets, Gadgets, Applications, and other free marketing placements launched on external websites (Google, Yahoo, Facebook, YouTube) in an effort to extend awareness throughout 2008 *IEEE.tv stats illustrate a greater utilization by younger members and regions 7-10 when compared to the associated percentage of total membership.

The IEEE.tv IT snapshot Application Video Hosting(AKAMAI) Vignette Portal Weblogic Application Server Live Link WCM formerly Gauss (CMS) Site Minder (Policy\Authentication) LDAP(Personalization) Web methods (EAI) Seibel (BMS) Oracle(RDBMS) Video Hosting(AKAMAI) More than 42,000 secure servers deployed in 70 countries Servers reside within approximately 950 of the world's networks Monitoring the Internet in real time and relies on applied mathematics and algorithms to help solve congestion and vulnerability problems Network gathers information about traffic, congestion, and trouble spots and uses this intelligence to optimize routes and replicate data dynamically to deliver content and applications more quickly, reliably, and securely.

IEEE.tv Viewer Screenshot Public Access

IEEE.tv Viewer Screenshot Member Basic

IEEE.tv About page

Site Integration Example (PES)

IEEE.tv Widgets\Gadgets

IEEE.tv application on Facebook (Launched in early December)

IEEE.tv Roadmap(2009) Presentations Online Pilot Site Re-Design 5/10/2018 IEEE.tv Roadmap(2009) Presentations Online Pilot Site Re-Design Improved Navigation and Browsing Themed website or “Skins” to provide custom branded IEEE.tv channels Addition of product page concept to promote pay per view or bundle. (Linked to product in E-customer) Addition of Automated Live Event support IEEE.tv Ecommerce Shopping cart Dependent on IT SOA Migration project 5/10/2018

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The Official IEEE Linked In Group 5/10/2018 The Official IEEE Linked In Group Group was formed to engage IEEE members participating in the Linked In professional network Wanted to reduce confusion for members who found 13 LinkedIn groups calling themselves the “IEEE” group The only group validated against IEEE member database Currently 6,608 Members One of LinkedIn’s fastest growing groups 5/10/2018

Features Active Discussions Jobs News/RSS Feeds Networking Opportunities 5/10/2018

5/10/2018 LinkedIn and the IEEE Sections/Societies, etc. are encouraged to start their own LinkedIn groups Currently 141 Groups (some examples) IEEE Computer Society IEEE Digital Library Users IEEE Communications Society IEEE GOLD IEEE Ottawa Section IEEE PSES (Product Safety Engineering Society) IEEE Signal Processing Society 802.15.4 5/10/2018

How to join Click on “Groups” Click on “Groups Directory” 5/10/2018 How to join Click on “Groups” Click on “Groups Directory” Search for IEEE Click “Join this Group” * Important: Use your @ieee.org alias for faster approval * 39 10-May-18

5/10/2018 vTools 40 10-May-18

vTools project overview 5/10/2018 vTools project overview Mission: Provide tools to the volunteers and staff who support our members. Philosophy: Volunteer driven open source projects Reduce administrative tasks for volunteers Automate processes to improve effectiveness of volunteers and staff Provide a home where new ideas can be evaluated Create uniform and scalable solutions for wide usage Do Not Repeat Yourself (DRY) data reuse Be a data driven organization Understand 360 degrees of each member http://vtools.ieee.org vtools@ieee.org

vTools systems in production 5/10/2018 vTools systems in production vTools.Meetings - tool for managing section, chapter, and affinity group meetings. Officers can create meeting announcements with no dependence on webmaster availability and automatically have them display on a website. Members and the public may see meeting announcements and register for the upcoming meetings. vTools.GeoView - a knowledge base with examples of how mapping software (MS Street Maps, Yahoo!Maps, etc.) can be used to show membership distribution on a map to assist officers decide where to hold meetings, form new chapters, etc. http://vtools.ieee.org vtools@ieee.org

5/10/2018 vTools beta products Tools.WebInABox - wizard to assist officers in generating simple section, chapter, and affinity group websites in an automated fashion with no dependence on webmaster availability. Website contents are automatically updated based on data from central IEEE database. Integrates with vTools.Meetings with a push of a button. Beta version is available. vTools.StudentBranchReporting - tool for collecting and searching reports submitted by student branch volunteers such as annual plan and report of activities. Beta version is available. http://vtools.ieee.org vtools@ieee.org

vTools products under development 5/10/2018 vTools products under development vTools.Finance - tool to assist in tracking Section finances and submitting of L50 reports. Tool is in design phase. vTools.Voting - tool to allow members submit votes in their Section or Chapter officer elections online (please note that this is different from the general IEEE elections). Tool is under development. http://vtools.ieee.org vtools@ieee.org

5/10/2018 vTools resources Visit http://vtools.ieee.org to learn more about the vTools products, find training materials, and start using the tools today! If you have any questions please e-mail the team at vtools@ieee.org.

IEEE Contact Center Improvments 5/10/2018 IEEE Contact Center Improvments 46 10-May-18

IEEE Contact Center The primary purpose of the IEEE Contact Center staff is to help you, our members and customers, find a professional home at the IEEE

Contact Center’s Importance to Member Strategy …and why are there pictures of stadiums on this slide? IEEE Members: 382,400 Beaver Stadium, PA: Capacity 107,000 Giants Stadium, NJ: Capacity 80,000 Knowledge All IEEE members receive the award-winning IEEE Spectrum magazine - and exclusive access to IEEE Spectrum Online - plus online access to IEEE Potentials magazine. IEEE members have online access to the tables of contents and expanded abstracts from more than one million IEEE documents, along with full-text searching of the entire IEEE collection. IEEE members also receive exclusive member subscriptions rates on the journals, and discounts on the purchase of conference proceedings, standards, and books. Community No matter where you live, IEEE is there, with more than 300 local IEEE sections, 1,300 technical chapters, and 300 annual IEEE conferences worldwide. As a member, you'll have the opportunity to attend your local section or chapter meetings, volunteer for leadership positions, or attend a conference to meet industry leaders and practitioners, encounter the latest research, and present your papers to an international audience. Profession IEEE career and employment resources offer great opportunities for IEEE members. Whether you are a job seeker, consultant or entrepreneur, the IEEE Job Site, Consultants Database, and career publications offer you the edge you need to succeed. IEEE also offers technical and professional online courses from the top universities and corporate educational institutions at exclusive discounts for IEEE members. 2007 Member Services: 42,901 Phone Calls 78,658 E-mails … so each of CCR will likely impact 11,000 members next year

IEEE Contact Center IEEE Contact Center launched a 2nd and 3rd shift operation in response to requests for greater availability of staff to all members. ~ New Hours of Operations are 24/5 Sunday 4:30pm – Friday 4:30pm We are now available 120 hour - weekly

Extended Service Hours Before the extended service hours we missed the opportunity to fully serve our members in Africa, Asia, Australia, Europe, part of S. America, Western Canada & USA We are now available during their business day.

Reaching out to our Members 2008 – personal telephone call to 43,000 members 2009 – Goal: 97,000 members can expect a personal call form a Contact Center Associate New Member “WELCOME” Unhappy with their experience Non-renewing members… 40,000+

How to reach the IEEE Contact Center - IEEE Web Site, click “Contact Us” – www.ieee.org/contact center - contactcenter@ieee.org ~ Goal: Inquiries serviced by a skilled associate - in one interaction

Questions/Comments??? Thank you!!