The Community Manager Handbook Webinar

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Hosts

www.communityroundtable.com

Rachel Happe

Principal/Co-Founder

The Community Roundtable

Hunter Montgomery

Chief Marketing Officer

Higher Logic

Research

AdvisoryTraining

Benchmarking

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The Community Roundtable

TheCR Network

What’s your

superpower?

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Introducing the Community Manager

Handbook


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

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Introducing the Community Manager

Handbook

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Community Superheroes


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

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About the CXPA community:


• 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

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Three Markers of Progress


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About the Aetna approach

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About the Aetna approachAetna community inspired by urban planning

methodology

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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

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About the CA communities:


• 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

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Superhero Panel Discussion


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

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Q&A


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


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

The Community Manager Handbook Webinar

Education

Transcript of The Community Manager Handbook Webinar