Without Trust, You’re in Trouble

July 2018: Vol 41 No 7
by Theresa Witham

From the Editor

Theresa Witham

Early this year, CUES and strategic partner Quantum Governance published The State of Credit Union Governance 2018. Based on Quantum Governance’s surveys of credit union leadership teams over several years, the report (free to CUES members) includes data on board engagement, accountability, learning and more. The authors were surprised and, frankly, concerned with the numbers on trust.

Only 27 percent of senior staff and 25 percent of CEOs reported that their boards were “very effective” at building cultures of trust. Directors were more positive, with 40 percent saying the board was very effective at doing so. In addition to the low numbers, that’s quite a gap in perception.

Why is this concerning? “Without trust, you’re likely in real trouble. Conflict spikes up, relationships fray, efficiency plummets and morale ends up in the basement,” write Michael G. Daigneault, CCD, and Jennie Boden of Quantum Governance L3C, Vienna, Va., the authors of our cover story. Read their suggestions on what can be done about this problem in “Closing the Trust Gap."

Most of us have a love/hate relationship with email. It’s an important communication tool. But the volume of it can be overwhelming. And if you are trying to connect with members using email, actually reaching them through all that volume is tricky, especially as spam filters become more sophisticated. In “Getting Past the Filter,” you’ll find helpful do’s and don’ts to ensure your messages are getting through to members.

Do you dread shopping for a new core system? We’re here to help. In “Assembling the Cast,” we tackle the nuances of effective core demonstrations—when a vendor’s reps are “on stage” to show off their wares and answer your questions. Credit unions will want to tightly script onsite demos to ensure each vendor addresses its requirements in the new system, such as efficiency, says Scott Hodgins, senior director of CUES Supplier member and strategic provider Cornerstone Advisors, Scottsdale, Ariz. Also helpful is having a consistent format for each demo and involving employee users of the system.

Does your credit union have any tips for improving the core demo process, bettering email marketing or boosting leadership trust?

Theresa Witham
Managing Editor/Publisher

YOUR THOUGHTS

How effective is your board at building a culture of trust? Email your answer to theresa@cues.org.