MPI Confronts Member Discontent

The leadership of Meeting Professionals International sought to redress discontent among rank and file members at the organization’s World Education Congress in St. Louis last week.

Members have complained of poor communication among MPI chapters and headquarters staff in Dallas. Throughout the annual conference, it was apparent that MPI’s board and interim CEO Cindy D’Aoust were creating opportunities for interaction.

This included a “town hall” meeting where members voiced sharp criticism of past relationships between MPI headquarters and chapters.

One member said he was overwhelmed by emails and would appreciate an actual phone call once in a while. Another said he would like more information on board activities, such as minutes of meetings.

‘A new day’
Not all MPI members were unhappy about current communication levels. Several said they felt they were being heard by headquarters staff more than ever.

“It’s a new day, with more staff interaction than ever,” said one audience member, noting that he had been a member for 20 years.

D’Aoust responded to the complaints by pointing to stepped-up communications about board activities.

She also said a planned website redesign will provide photos of staff members, details of their responsibilities and individual contact information, so members can easily reach them.

“We are not changing our strategy, but trying to be better communicators,” D’Aoust said. “If you have an idea tell us why it’s a good idea.”

Chapter model in question
D’Aoust also addressed challenges faced by MPI’s overseas chapters and the possibility of revising the organization’s chapter model.

“We know that our Europe chapters are struggling, and that the economic situation there is really difficult.

“The chapter model as it now stands is not working, and we are working with key people to rebuild and design a chapter model. We will probably do some pilot tests. Rather than presume we can design a chapter outside the U.S., we are asking the people there.
 
“We want to focus on listening and don’t want to lose the message that we are moving forward.”

Transitional times
Throughout the conference, there was much talk of the transition that MPI is going through, especially in the wake of the June resignation of Bruce MacMillan, who had served as president and CEO for six years. (See sidebar.)

MPI chairman Kevin Hinton told the town hall meeting of members that while MPI is in transition, “the business we are in is unchanged. It’s about community, professional development and the marketplace.

Despite all the transition talk, MPI staff members seemed pleased that the conference was on target for attendance of 2,400; the official number will not be announced for a couple of weeks.