The Community Manager Handbook Webinar

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In honor of CMAD, The Community Roundtable and Higher Logic have teamed up to co-sponsor the release of The Community Manager Handbook, with a dedicated webinar on February 4 at 2pm ET. This new resource, The Community Manager Handbook: 20 Lessons from Community Superheroes, puts community superheroes at the forefront of change for organizations, including research and case profiles on how the relationships among companies, employees and customers work.

Education

2
Hosts
www.communityroundtable.com
Rachel Happe
Principal/Co-Founder
The Community Roundtable
Hunter Montgomery
Chief Marketing Officer
Higher Logic

Research
AdvisoryTraining
Benchmarking
3
The Community Roundtable
TheCR
Network

5
Introducing the Community Manager
Handbook
www.communityroundtable.com
Available immediately following
webinar at higherlogic.com/CM Handbook
20 profiles and lessons, coupled with
research and guidance from The
Community Roundtable
Topics include:
• Selecting a platform
• Understanding community needs
• The power of community programs

6
Introducing the Community Manager
Handbook

7
Community Superheroes
www.communityroundtable.com
J.J. Lovett
Director, Online
Communities
CA Technologies
Lesley Lykins
Director of Member
Engagement
CXPA
Lauren Vargas
Head of Social Media and
Community
Aetna

• CXPA was 6 mos. old when Lesley started,
needed to shape both organizational and
community identity
• 600 community members when Lesley
started; today 3500
• Focus on volunteer efforts to create
engagement
9
About the CXPA community:
www.communityroundtable.com

• More members passionately volunteering
• An incredible “family” feel at our annual
conference each year
• Robust discussion forum with conversations
that represent the overall willingness to
support and share
10
Three Markers of Progress
www.communityroundtable.com

13
About the Aetna approach
Aetna community inspired by urban planning
methodology

14
Three Markers of Progress
www.communityroundtable.com
Community Health Index

• CA has had communities in some form for
over 30 years, with a lot of variation
• Challenge of creating a more consistent
community approach, engaging hundreds of
user groups
• Opportunity to connect customers to the
larger organization, simplify the customer
experience
16
About the CA communities:
www.communityroundtable.com

• Moving beyond being “consistently
inconsistent” to provide a more unified
customer experience
• The Communities Team is no longer lonely –
have plenty of company on board
• Hard to quantify progress – frequent
iterations make apples-to-apples
comparisons difficult
17
Three Markers of Progress
www.communityroundtable.com

18
Superhero Panel Discussion
www.communityroundtable.com
J.J, Lovett
Director, Online
Communities
CA Technologies
Lesley Lykins
Director of Member
Engagement
CXPA
Lauren Vargas
Head of Social Media
and Community
Aetna
Research themes
1. Accessibility vs. Scale
2. Proactive vs. Reactive
3. Structured vs. Organic
4. Good vs. Great

19
Q&A
www.communityroundtable.com
AMA AUA:
Ask Us Anything!
The Community Manager
Handbook is available
immediately following
webinar at higherlogic.com/CM
Handbook

20
State of Community Management
2015
www.communityroundtable.com
Wouldn’t you like to know…?
• What is the average time to first response across all communities?
• How many organizations fund community management training for community
managers?
• What percent of advocacy programs provide financial support for advocates to attend
events?
• How many community programs have dedicated budgets – and what percent of those
budgets is spent on community management?
Participate here! - http://the.cr/socm2015survey

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2. 2 Hosts www.communityroundtable.com Rachel Happe Principal/Co-Founder The Community Roundtable Hunter Montgomery Chief Marketing Officer Higher Logic

3. Research AdvisoryTraining Benchmarking 3 The Community Roundtable TheCR Network

4. What’s your superpower?

5. 5 Introducing the Community Manager Handbook www.communityroundtable.com Available immediately following webinar at higherlogic.com/CM Handbook 20 profiles and lessons, coupled with research and guidance from The Community Roundtable Topics include: • Selecting a platform • Understanding community needs • The power of community programs

6. 6 Introducing the Community Manager Handbook

7. 7 Community Superheroes www.communityroundtable.com J.J. Lovett Director, Online Communities CA Technologies Lesley Lykins Director of Member Engagement CXPA Lauren Vargas Head of Social Media and Community Aetna

9. • CXPA was 6 mos. old when Lesley started, needed to shape both organizational and community identity • 600 community members when Lesley started; today 3500 • Focus on volunteer efforts to create engagement 9 About the CXPA community: www.communityroundtable.com

10. • More members passionately volunteering • An incredible “family” feel at our annual conference each year • Robust discussion forum with conversations that represent the overall willingness to support and share 10 Three Markers of Progress www.communityroundtable.com

11.

12. 12 About the Aetna approach

13. 13 About the Aetna approach Aetna community inspired by urban planning methodology

14. 14 Three Markers of Progress www.communityroundtable.com Community Health Index

15.

16. • CA has had communities in some form for over 30 years, with a lot of variation • Challenge of creating a more consistent community approach, engaging hundreds of user groups • Opportunity to connect customers to the larger organization, simplify the customer experience 16 About the CA communities: www.communityroundtable.com

17. • Moving beyond being “consistently inconsistent” to provide a more unified customer experience • The Communities Team is no longer lonely – have plenty of company on board • Hard to quantify progress – frequent iterations make apples-to-apples comparisons difficult 17 Three Markers of Progress www.communityroundtable.com

18. 18 Superhero Panel Discussion www.communityroundtable.com J.J, Lovett Director, Online Communities CA Technologies Lesley Lykins Director of Member Engagement CXPA Lauren Vargas Head of Social Media and Community Aetna Research themes 1. Accessibility vs. Scale 2. Proactive vs. Reactive 3. Structured vs. Organic 4. Good vs. Great

19. 19 Q&A www.communityroundtable.com AMA AUA: Ask Us Anything! The Community Manager Handbook is available immediately following webinar at higherlogic.com/CM Handbook

20. 20 State of Community Management 2015 www.communityroundtable.com Wouldn’t you like to know…? • What is the average time to first response across all communities? • How many organizations fund community management training for community managers? • What percent of advocacy programs provide financial support for advocates to attend events? • How many community programs have dedicated budgets – and what percent of those budgets is spent on community management? Participate here! - http://the.cr/socm2015survey

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