The Community Manager Handbook: 20 Lessons from Community Superheroes combines research findings and advice from The Community Roundtable with short case studies and tips from some of the smartest community professionals in the space, for community managers looking to start, build and grow their communities. The superheroes include current and recent members of TheCR Network, sharing their tested approaches to address the challenges facing communities large and small, old and new.
The Community Manager Handbook was released in conjunction with a webinar sponsored by Higher Logic featuring Rachel Happe, Lauren Vargas of Aetna, J.J. Lovett of CA Technologies and Lesley Lykins of CXPA, all of whom are among those featured in the Handbook.
Architecting the Community that Meets Your Needs, Bill Johnston, Autodesk
Understanding Your Member Needs, Eileen Foran, Limelight Networks
Shared Value and Shared Purpose, Jerry Green, H&R Block
The Benefits of Starting Small, Rachel Happe and Jim Storer, The Community Roundtable
Creating an Action Plan, Patrick Hellen, CloudLock
Selecting A Platform, Maria Ogneva, Sidecar Technologies
The Early Stages of a New Community, Lesley Lykins, Customer Experience Professionals Association (CXPA)
Building Stakeholder Support and Involvement, Kirsten Laaspere, Fidelity Investments
Building Enabling Policies, Guidelines and Governance, Lauren Vargas, Aetna
The Role of Moderation, Mike Pascucci, Autodesk
Enforcement and Crisis Management, Christian Rubio, SERMO
The Power of Community Programs, Hillary Boucher, The Community Roundtable
The Value of Scorecards, James LaCorte, Blue Cross/Blue Shield of North Carolina
Assessing Your Community, Ted Hopton, McGraw-Hill Education
Creating a Playbook, Charissa Carnall, Western Union
The Power of Advocacy Programs, Matt Brown, Salesforce
Gamification for Engagement, Tracy Maurer, UBM
Sowing Community Across the Organization, J.J. Lovett, CA Technologies
Measuring What Matters, Jeff Ross, Humana
Benchmarking and Assessment Frameworks, Alex Blanton, Microsoft
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