How to hack it? NAPO receives a lot of communication requests, about 20 per day, many of which are from members with specific questions. Membership Engagement Manager Emily Green says the “contact us” page on the NAPO website was long and cluttered, so they simplified and streamlined the form. “People don’t have to give us all of their information. They really only have to give us an email [address] if they want a response back,” Green says. “Since then, requests have more than doubled. The general public, our members, and potential partners are asking questions.”

Why does it work? NAPO has a coordinated strategy for handling the increase in requests. Green and her staff use a shared Google spreadsheet, where they list answers to frequently asked questions. “Most of the time we can reply back within 24 hours,” she says. “We try to be as prompt as possible.”

What’s the bonus? NAPO has been able to connect members with new clients. “We get a lot of different questions, but many are from the general public,” Green says. “These are people who are looking for a professional organizer to work with in their area.” At the same time, members use the contact form as a helpdesk. Right now, Green and her team are fielding a lot of questions about the NAPO conference in April.