Jul 16, 2015
2
Hosts
www.communityroundtable.com
Rachel Happe
Principal/Co-Founder
The Community Roundtable
Hunter Montgomery
Chief Marketing Officer
Higher Logic
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
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
• 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