Ellen Turner has been on both sides of a system change. Years before she became a senior consultant at Bursting Silver, she was staff at a trade association when leadership announced a new system out of nowhere. The whole team's reaction: "Wait, what?" On her return visit to the show, Ellen and Riley dig into why the software you're moving to is usually the smallest part of the change. It's everything underneath that actually moves.
Ellen breaks down what really shifts when you switch systems. The data structure changes. Reports staff have trusted for years break and need rebuilding. The navigation everyone runs on autopilot is suddenly brand new. Her analogy: buying a new car. You still know how to drive, but where's the light switch, and which stalk runs the rear wiper?
Then it gets tactical. The trap of rebuilding your old system, workarounds and all, inside the new one. Why data cleanup has no magic wand (bots once created a thousand fake accounts in her database overnight). How automation moves staff from keying in forms to actual member engagement. And the budget advice Ellen stands behind after five-plus years of implementations: if money is tight, trim the scope of go-live, never the training. Every time she's seen a training budget cut, the organization spent the same money on support tickets within a month or two.
Her Monday-morning to-do for any leader considering a change: get a representative sample of staff into the discovery sessions. Somebody in membership can't speak for what somebody in finance needs.
If you lead, work in, or build for a membership organization, this show was built for you.
📄 Show notes, transcript, and links: https://www.burstingsilver.com/podcast/ep12
⏱ Chapters
0:00 Cold open — make sure staff voices are heard
0:41 Welcome back + reintroducing return guest Ellen Turner
1:28 Ellen's path: trade association staffer to BSI consultant
2:25 Blindsided from the inside — "we're changing systems… wait, what?"
4:08 What actually moves when an organization switches systems
4:44 Data structure, broken reports, and brand-new navigation
5:55 Think of it like buying a new car — retraining muscle memory
7:32 The rebuild trap: recreating the old system, limitations and all
9:27 Weeding out workarounds — must-haves vs. old habits
10:31 EMS then vs. now: when the new features caught up to the hype
13:12 Data you can trust: bots, stale addresses, and no magic wand
16:35 Roles change too — from keying in data to member engagement
19:13 AI, efficiency, and finally getting to the back-burner list
20:33 The training budget trap — trim scope instead
22:24 Testing as training: get staff hands-on before go-live
24:26 Core vs. can-wait: how to phase the implementation
26:55 The one thing you shouldn't delay: data cleanup
28:29 Give staff permission to prioritize training time
31:11 Keep training sessions under 90 minutes — aim for an hour
32:41 The Monday-morning to-do: staff in the discovery room
34:19 Where to find Ellen + wrap-up
🔗 About Bursting Silver
We're a fully remote consultancy specializing in modern CRM, iMIS, and AI solutions for membership organizations across North America.
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