About The Community Roundtable
At the Community Roundtable, we collaborate with
clients to implement proven, practical strategies for
Clients rely on our models, research, and peer
networks to take their communities to the next level.
Frameworks, Benchmark and
Community ROI Models
Advisory ServicesTrainingCommunity of Practice
Tactics: Defining What
Matters in Community
Tactics: Measuring the
Artifacts of Successful
Community, Defining Value
Strategy: Impact on
TheCR’s research documents and defines
communities and community management Strategy: Impact on
Patterns: Practices of
success – and
it always has
A group of people with unique shared values,
behaviors, and artifacts.
(our definition at The Community Roundtable)
An organizational ecosystem includes many communities
Types of Networks
Communities Distributed Networks
Density of Relationships
Explore Solve Discuss Inform
Collaborate LearnCompromise Discover
Complexity of Desired Outcome
Each Type of Community is Optimized for Its Purpose
1. Speed information transfer
2. Develop shared ownership
3. Normalize acceptable
Communities are networks of relationships, not transactions
Content Distribution Network Community Network
The difference, is typically not the channel,
but instead the approach to management@rhappe
Communities do not produce linear returns like many processes
Communities value compounds by making knowledge transparent and
normalizing new behaviors
However, lack of understanding can lead to predictable community failures
…and help us focus management based on a community’s maturity
Stage 1 –
Stage 2 –
Stage 3 –
Stage 4 –
Community Objective, by Stage
By building an ecosystem of communities, CMA
hopes to change from engaging a small fraction of
their members to empowering and making it easy
for ANY member to engage.
This makes health advocacy easier, more
transparent, and more inclusive. Its tiered
approach provides a bridge between top down
strategy and emergent leadership
Case Study: Canadian Medical Association
Communities Empower Individuals, Increasing Engagement
innovation because it impacts motivation,
engagement, productivity, and creativity.
When individuals are inspired, engaged,
and empowered they fuel a self-reinforcing
positive feedback loop. Success breeds
76% 68% 65%
Members are Empowered Frequently or
All of the Time in the Following Ways
and cultivating relationships across the ﬁrm.
I began meeting people from all over the
world and learning from their experiences
and expertise. I knew I wanted more, so I
became a community leader. With Spark, we
now have the ability to connect, collaborate,
and innovate with one another.”
This empowerment translates to high
engagement rates – engagement rates that
those who work in other contexts ﬁnd hard
to believe. For those who work in social
High Engagement Rates
Ask & Answer
We report engagement rates to align with
the Community Engagement Framework,
which can be seen at the end of this report.
Community ROI is compelling and the ability to measure it is
At Microsoft, the internal machine learning community holds
competitions, in which a product team shares a real prediction
task they are trying to improve. Community members from around
the company self-organize and compete to improve on the team’s
This learn-by-doing approach allows individual community
members to have impact far beyond their regular job, develop
their skills, and receive recognition for their expertise. It draws on
broad collective knowledge to improve performance, in ways that
would have been hard to do in other ways.
Case Study: Microsoft
Senior Program Manager
Shared Purpose and
Historical and Projected ROI Roadmap and Budget
Elements of a Community Business Case
Can’t figure out
how a feature
Gets stuck trying to
use product or
# of searches
# of validations on
Why: Problem or
• What is the business
• Where is the pain point?
• What workflow is wasting
“We keep re-inventing
the wheel and wasting
“We need more rapid
• What behavior does the community
• What process does it replace?
• What new behavior does it introduce?
• What is the shared purpose for
organization and employee?
Solution: a community to rapidly create, iterate and disseminate
• What are your community efforts
• What will be required as
community engagement grows?
What’s required to build a successful community?
• What is the current community ROI?
• What is the projected ROI value for
• What is required to hit our goals?
What value will that network generate over time?
• How does the community impact
workflows to generate value?
• What does the community workflow
• What is the savings?
Showing how ROI is generated
What progress have
we made to date?
• How quickly are different
• How could we adjust to
meet goals or move more
• What are your top community
initiatives for FY21?
• What are the top line goals for
the next 12 months?
What are our FY18 Goals?
The Community Maturity Model™ provides a framework for
Roadmap & Budget
• What roadmap and
budget options will
• What is on the roadmap
and what resources does
Budget Request FY21
community is the
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