A new member onboarding process is the plan for a member’s first 90 days: a welcome email the day they join, a personal note from a real person in the first two weeks, an invitation to one event, and a check-in before the first quarter is up. Its goal is simple: get each new member to use their membership early, because members who use it renew.
Why onboarding matters
New members join with good intentions and then get busy. If nothing happens in the first few weeks, membership becomes a line on a credit card statement, and the renewal notice a year later is the first thing they hear from you. First-year members are usually the least likely to renew, and onboarding is how you change that.
The 90-day onboarding plan
| When | What happens | Who does it |
|---|---|---|
| Day 1 | Welcome email | Automatic, from your director or president |
| Week 1 | Add yourself to the directory, update your profile | The member, prompted by email |
| Within 2 weeks | Personal note or call | A board member or volunteer |
| First month | Personal invitation to the next event | A board member or volunteer |
| At the first event | Greeted and introduced to someone | A volunteer “host” |
| Day 45 | “Here’s what members are doing” email | Automatic |
| Day 90 | Quick check-in: how’s it going? | A board member |
The welcome email
Keep it short and from a real person. Three things, in order:
- Thank them and say you’re glad they’re here.
- Give them three next steps: complete their profile, register for the next event, and one other benefit worth using right away.
- Ask one question they can reply to, like “What made you join?”
That reply is gold: it tells you what each new member cares about.
The personal touch
The welcome email is automatic. The personal note isn’t, and that’s why it works. A short email or call from a board member (“I saw you joined, glad to have you, hope to see you at the next event”) is the thing new members remember. Split the list among board members so nobody gets more than a few a month.
The first event
Members who come to an event early are far more likely to stay. Invite every new member personally, flag them on the check-in list, and have a volunteer greet them and introduce them to someone. Nobody should stand alone at their first event.
What to put in a welcome packet
A welcome packet is the digital (or printed) version of “here’s everything you need.” Keep it to one page or a short email series:
- A welcome letter from your president or director, signed by name.
- What membership includes, in plain language.
- The next three events, with links to register.
- How to log in and complete a directory profile.
- Who to contact, with a real name and email.
- One way to get involved, like a committee or event-day volunteer role.
For a sample welcome letter, use the same three-part structure as the welcome email above: thank them, give three next steps and ask one question.
Measure it
Track two numbers: how many new members attend an event in their first 90 days, and your first-year renewal rate. If the first goes up, the second will follow.
For what happens after the first 90 days, see our membership retention strategies.
Frequently asked questions
What is a member onboarding process?
A planned set of steps for a new member’s first months, from the welcome email to their first event, designed to get them using their membership early.
What should a new member welcome email include?
A thank-you, three clear next steps and one question they can reply to. Send it from a real person, the day they join.
How long should member onboarding last?
About 90 days. That covers the welcome, a personal touch, a first event and a check-in.
Why is onboarding important for member retention?
Members who use their membership early renew far more often. Onboarding makes sure they do.
Automate the welcome, keep the personal part
Purple Pushpin gives associations and chambers online joining, a member directory, event registration with check-in and email on one membership website, so the welcome goes out automatically and your board can see who’s new.