The Community Manager Handbook

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.

Like the Handbook? Get more insights from The Community Roundtable or learn more about TheCR Network!

Community Manager Handbook – by The Community Roundtable from The Community Roundtable
The topics and community professionals involved include:

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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