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