Community Platinum

Services Description  – Community Platinum Package Services 

 

This Services Description (the “Services Description”) sets forth certain strategic services provided by Higher Logic with respect to the Community Platinum Package Services referenced on the Order Form (referred to below as the “Platinum Package Services”). The Order Form and Services Description are subject to and governed by the Master Subscription Agreement between the parties referenced in the Subscriber’s Order Form (the “Master Subscription Agreement”). 

By executing the Order Form to which this Services Description is attached, Subscriber hereby expressly agrees to all terms and conditions of the Order Form, this SOW and the Master Subscription Agreement. Defined terms shall have the meaning accorded to such terms in the Master Subscription Agreement unless otherwise set forth herein. Defined terms shall have the meaning accorded to such terms in the Master Subscription Agreement unless otherwise set forth herein.  

 

Platinum Package Services - Scope of Services: 

The Platinum Package Services consist of the following services related the Subscriber’s online community (the “Online Community”) as set forth below: 1) community strategic planning, 2) community launch management, and 3) community post-launch community management.  For the avoidance of doubt, the Platinum Package Services include certain services provided by Higher Logic before and after the implementation and launch of Subscriber’s Online Community (the “Online Community Implementation”).  Subscriber acknowledges that the actual Online Community Implementation provided by Higher Logic is subject to the terms of a separate Statement of Work and is not part of the Platinum Package Services.  Subscriber acknowledges that certain Platinum Package Services, as noted below, are dependent upon timely Online Community Implementation and any delay in Subscriber’s timely Online Community Implementation may impact Subscriber’s ability to achieve the metrics of success established during the Strategic Planning Process and may delay the Platinum Package Services including but not limited to the Online Community post-launch community management.  

Platinum Package Services – Points of Contact  

Higher Logic: 

  • Higher Logic Community Manager or HL CM: Higher Logic will designate a single point of contact to serve as Community Manager and primary point of contact through the duration of the Platinum Package Services (the “Higher Logic Community Manager” or “HL CM”). Higher Logic may, at its discretion and upon notice to the Subscriber, reassign or change the Higher Logic Community Manager at any point throughout the Platinum Package Services. 

Subscriber: 

  • POC: Subscriber will designate a single point of contact to facilitate communication and/or escalations during the Platinum Package Services as set forth below (the “POC”).   The Subscriber may designate certain Subscriber Membership Stakeholder(s) to work with the POC as set forth below, but the POC will remain the single point of contact for all required Subscriber approvals related to the Platinum Package Services. 
  • POC  Commitment During Platinum Package Services:   The POC will provide feedback and all approvals related to the Platinum Package Services deliverables, including but not limited to: community strategy and engagement tactics for execution on the Online Community Approximately 2-4 hours per week consisting of community strategic planning calls, onsite community strategic planning workshop participation, community launch preparation, Higher Logic Academy Training, mid-year strategic review meeting participation, and monthly engagement content calendar feedback and approval and/or otherwise as directed by Higher Logic.  
  • Subscriber Membership Stakeholder(s):  The POC may identify certain Subscriber Membership Stakeholder(s), either a team or individual responsible for collaborating with the POC and the Higher Logic Community Manager to assess the Online Community, provide inputs regarding Online Community strategy, and content.   
  • Subscriber Membership Stakeholder(s) Commitment During the delivery of the Platinum Package Services:  As directed by the POC, they may provide inputs and will have the responsibility to develop a basic level of understanding of the Online Community’s ’s features and functionality.  Approximately 1-3 hours per week consisting of community strategic planning calls, onsite community strategic planning workshop participation, community launch preparation, and mid-year strategic review meeting participation as directed by the POC. 

 

Platinum Package Services:  

The specific tasks related to the Platinum Package Services are set forth below in the Schedule & Milestones section.  For the avoidance of doubt, the Platinum Package Services will begin upon Subscriber’s execution of the Order Form which references the “Online Community Platinum Package Services” and upon Subscriber’s confirmation readiness to start the Platinum Package Services.   

Platinum Package Services – Strategic Services OC Kick Off Call: 

The first step in the Platinum Package Services is a Strategic Services OC Kickoff Call (the “Kickoff Call”) to outline and confirm the goals, objectives, milestones, schedule and next steps required to start the Platinum Package Services. The Kickoff Call is typically scheduled within one (1) week of execution of the Order Form referencing the Online Community Platinum Package Services.  

 

Platinum Package Services – Subscriber Confirmation of Implementation and Launch Readiness: 

Subscriber acknowledges that, because certain Platinum Package Services will take place in parallel to, and/or are dependent upon, Subscriber’s timely Online Community Implementation, unless otherwise agreed upon during the Kickoff Call,  Online Community Implementation will take place approximately ninety (90) calendar days from the Kickoff Call (or approximately ninety (90) calendar days from the date Subscriber confirms readiness to begin the Platinum Services if that date is after the Kickoff Call). The Subscriber acknowledges and agrees that any delay in Online Community Implementation may impact Subscriber readiness and delay the Platinum Package Services. 

 

Platinum Package Services – Schedule and Milestones: 

Project Phase 

Project Milestone 

Estimated Timeframe/Medium 

Community Strategic Planning 

Execution of Order Form referencing Community Platinum Package Services 

Date of Execution of Order form 

 

Kick Off Call 

Scheduled within 1 week of Execution of the Order Form (assuming Subscriber readiness). 

As determined by Subscriber readiness 

 

Subscriber confirms the creation of HL CM user record in AMS/CRM and/or Subscriber’s domain email address 

Within 2 weeks of Kickoff Call 

 

HL CM conducts Subscriber stakeholder interviews 

Within 2 weeks of Kickoff call 

 

Assuming POC provides required access to Subscriber stakeholders 

 

HL CM  reviews Subscriber’s background resources 

Within 2 weeks of Kickoff call 

 

Assuming POC provides required access to Subscriber’s background resources 

 

HL CM reviews User background resources 

Within 2 weeks of Kickoff call 

 

Assuming POC provides required access to users. 

 

Community Health Review [Primary Community] 

Within 2 weeks of Kickoff call 

As determined by Subscriber readiness and access to the customer’s existing online community 

 

Pre-Community Strategic Planning Workshop Call 

Within 1 week of the completion of HL review of: Subscriber Stakeholder Interviews, Subscriber background resources, and User background resources. 

 

As determined by Subscriber readiness and access. 

 

 

Community Strategic Planning Workshop 

Required step in the strategic planning process 

Within 4-6 weeks of the Kickoff Call. 

 

As determined by Subscriber readiness and completion of the steps listed above. 

 

HL CM delivers Community: Strategic Plan, 6-month Online Community Roadmap, Project Plan 

Within 1 week of the Community Strategic Planning Workshop 

 

Project Phase 

Project Milestone 

Estimated Timeframe/Medium 

Community Launch Management 

HL CM delivers Launch Toolkit - instructions to guide the next 4 weeks leading up to the Go – Live Date (described more fully in the separate Implementation SOW)  

Within 1 week of the Community Strategic Planning Workshop 

 

POC completes Higher Logic Academy Beginner OC Training 

As determined by Subscriber. 

 

NOTE: Recommended within 4-6 weeks of the Kickoff Call 

 

HL CM creates a private admin community  

Within 1 week of the Online Community Implementation (as set forth under the terms of a separate SOW) 

 

HL CM schedules and begins bi-weekly (every other week)  – 60 minute virtual meetings with POC 

Within 1 week of the Community Strategic Planning Workshop 

 

HL CM sets up Community Moderation based on POC preferences and approval. 

As determined by Subscriber. 

 

But, in no event less than 10 days prior to the Go Live date. 

 

POC approves and finalizes Community Terms and Conditions and Set Up 

As determined by Subscriber. 

 

But, in no event less than 10 days prior to the Go Live date. 

 

POC approves final Subscriber Internal Staffing Support Plan (Escalation Matrix) 

As determined by Subscriber. 

 

But, in no event less than 10 days prior to the Go Live date. 

 

HL CM Seeds Content Collection for Community as provided and directed by POC 

As determined by Subscriber. 

 

But, in no event less than 10 days prior to the Go Live date. 

 

HL conducts beta-testing as directed by POC 

As determined by Subscriber. 

 

But, in no event less than 10 days prior to the Go Live date. 

 

HL CM provides templates for Community Launch Messaging - welcome announcements 

As determined by Subscriber. 

 

But, in no event less than 20 days prior to the Go Live date. 

 

HL CM updates default email system messages, automation rule emails and conversions if directed by POC 

As determined by Subscriber. 

 

But, in no event less than 5 days prior to the Go Live date. 

 

HL CM updates default automation rule ribbons/badges and conversions, if directed by POC 

As determined by Subscriber. 

 

But, in no event less than 5 days prior to the Go Live date. 

 

 

For the avoidance of doubt, Subscriber’s Online Community Implementation must be completed  before Higher Logic may provide the following Post-Launch Community Management services.  The date that the Online Community Implementation is complete is referred to below as the “Go Live Date” below. 

 

Project Phase 

Project Milestone 

Estimated Timeframe/Medium 

Post-Launch Community Management 

Virtual Meetings – bi-weekly (every other week): Post Launch Virtual Meetings 

Within 1 week of the Go Live Date. 

 

Monthly Community Health Review  [Primary Community] 

Within 4 weeks of the Go Live Date and ongoing on a monthly basis throughout the contract cycle. 

 

Monthly community engagement content calendar: design and execution (Primary/OpenForum): HL CM will create, maintain, and execute on a monthly content calendar, as directed by POC 

Initial meeting as determined by Subscriber. 

 

But, in no event less than 5 days prior to the Go Live Date and continuing monthly throughout the Platinum Package Services 

 

Community moderation (Primary/OpenForum). HL CM will conduct twice daily review. 

Twice per day review (open and close of business day) beginning on the Go Live Date and continuing throughout the Platinum Package Services 

 

Community manager email inbox management. As requested by Subscriber, HL CM will conduct twice per day review.  

Twice per day review (open and close of business day) beginning on the Go Live Date and continuing throughout the Platinum Package Services 

 

Automation rule emails: management, design and execution. As requested by Subscriber, HL CM will conduct monthly review. 

As determined by Subscriber. 

 

But no more than once per month review of the automation rule conversion reports and delivery of revised and/or new automation rule email content and continuing throughout the Platinum Package Services 

 

Automation rule ribbons/badges: management and execution. As requested by Subscriber, HL CM will select 1 automation rule ribbons/badges to revise per month and 1 email automation rule ribbons/badges to launch per month 

As determined by Subscriber. 

But, in no event more than once per month delivery of revised and/or new automation rule ribbon/badges and continuing throughout Platinum Package Services 

 

Community Engagement Toolkits 

As determined by Subscriber. 

Recommended timeline: Within 1 week of the monthly Virtual Meeting 

 

Impact reports 

As determined by Subscribed.  

Recommended timeline: Within 3 months of the Go Live date and no more than quarterly through the end contract cycle. 

 

Mid-Year Strategic Review Call.  HL CM will conduct a review of progress toward Subscriber’s goals. 

As determined by Subscriber. 

Recommended timeline: within 6 months of the Online Community Strategic Planning Workshop 

 

HL CM delivers Revised Online Community: Strategic Plan, 6-month Online Community Roadmap, Project Plan.  HL CM will deliver a revised Online Community Strategic Plan based on updated Subscriber goals. 

Within 1 week of the Mid-Year Strategic Review 

 

Platinum Package Services - Subscriber Delays: 

Higher Logic reserves the right to reassign resources, reschedule and/or re-prioritize the Platinum Package Services or any milestone related to the Platinum Package Services in the event that Subscriber is not responsive and/or in the event that the Subscriber requests a delay of the Platinum Package Services.  For the avoidance of doubt, any delay in Online Community Implementation may, as set forth above, delay the Platinum Package Services. 

 

Platinum Package Services -  Assumptions: 

  • The Higher Logic Community Manager’s planning and execution will be solely focused on the Open Forum or Primary topic community online space. In cases where more segmentation is required, the Higher Logic Community Manager may, in its sole discretion, provide high level guidance to the POC or Subscriber Membership Stakeholder(s) that may be extended across smaller forums, but all planning and execution will be the sole responsibility of the Subscriber Membership Stakeholder(s). 
  • Higher Logic Community Managers will not communicate with Subscriber points of contact via the Subscriber’s internal intranet or chat (ex: Slack, Skype).  
  • If Higher Logic Community Manager is to be end-User facing, Subscriber will furnish the Community Manager with an email address on organization’s domain and/or a user record on the organization’s AMS/CRM database. 
  • Any travel, meals, and accommodation expenses for onsite visits, if any, will be paid by the Subscriber. Higher Logic will work with Subscriber to ensure flights and hotels are booked with Subscriber’s preferred providers and within reasonable rates. 
  • All Platinum Package Services will be performed by Higher Logic remotely.  Subscriber acknowledges that Higher Logic may provide the Platinum Package Services from any of Higher Logic’s locations of operation. 
  • Platinum Package Services will be performed from Monday through Friday during Higher Logic’s regular business hours at the location where the Services are performed.  Alternative arrangements must be mutually agreed upon, in writing, by both the subscriber and Higher Logic. 
  • Subscriber will provide Higher Logic with no fewer than two (2) business day’s notice for any scheduled meetings.  Higher Logic, may, in its sole discretion, make exceptions on a case by case basis. 
  • Subscriber may in its sole discretion register for additional training, including but not limited to: live public training, distance learning training, webinars, on-demand learning, learning paths, custom private on-site training available at Higher Logic’s then current rates. 

 

Platinum Package Services - Out of Scope Services: 

The parties acknowledge and agree that the tasks and activities listed below are, without limitation, outside the scope of the Platinum Package Services and are not provided by Higher Logic as part of the Platinum Package Services.  In the event that Subscriber requests an out of scope service, whether included on this list or otherwise determined by Higher Logic to be out of scope (a “Change Request”), Higher Logic will consider such a request and may, in its sole discretion, provide such additional  services for an additional T&M fee of $200 per hour.   In the event of such a Change Request, Higher Logic will prepare a cost estimate and timeline for the additional services and, upon Subscriber’s execution of an order form detailing the Change Request Services, will commence work.  Higher Logic reserves the right to decline any change request in its sole discretion. 

 

Services considered out-of-scope for the Platinum Package Services include but are not limited to the following: 

  • Subscriber’s Online Community Implementation.  
  • Creation and ongoing management of a content calendar, engagement tactics, and moderation for committee communities, boards, governance, specialty groups like workshops or small events. 
  • Collection, creation, or management of presentations or resources for events or conferences. 
  • Execution of changes to the moderation settings for communities other than the Primary/Open Forum community. 
  • Promotion of an event or conference in external channels (ex: newsletter, social media outreach), including any content creation about the online community, the development of presentations about the community to feature at an event or conference 
  • Coordination, management, or facilitation of any online community meet-ups at an event or conference 
  • Design, management, or configuration of Ads on Higher Logic’s community platform, including ads in digests, discussion posts, or the site. 
  • Managing the manual subscription of Users to email digests. 
  • Custom design or creation of User Onboarding resources, including but not limited to New User Getting Started videos or guides 
  • Custom design of automation rule ribbons or badges. 
  • Content User support, including but not limited to phone, video, or screen-sharing support. 
  • A/B testing of automation rule email campaigns or webpages 
  • Migration of Data or Content 
  • Delivery or design of Custom Trainings for staff members or content users. 
  • Management, end-user support, administration and facilitation of any and all applicable add-on modules, including but not limited to Microsites, Volunteer Manager, Mentor Match, Nested Communities, Group Manager, Events Manager, Workspace, Marketing Automation, Email Marketing, et cetera, except when outlined within the Agreement’s Scope of Services, or outlined within a separate Services agreement. 
  • Participation in internal meetings with the Subscriber’s organization outside of the designated virtual meetings for the purpose of managing the Online Community, including but not limited to Subscriber’s staff meetings or board meetings. 
  • Graphic design, site redesigns, ad creation, web design, email design, carousel updates, webpage layouts, widget configuration, site navigation, UX, or other major visual updates to your Higher Logic platform, unless set forth in a separate SOW. 
  • Marketing material creation, including Newsletter emails, graphic design, social media posts, one-pagers, infographics, or PDF’s for the purpose of promoting the community, including the use of 3rd party tools (ex: Mailchimp, Venngage). 
  • Conducting original research studies, including but not limited to the creation of Subscriber white papers or the production of original research reports. 
  • Custom software development requests, platform enhancements or add-on functionality (ex: Javascript). 
  • Operating out of third-party support or product management software such as ZenDesk or Jira. 
  • Selection, coordination and contracting with third-party vendors. 
  • Management or use of the organization’s AMS/CRM. 
  • Business dealings, negotiations or material creation for the Subscriber’s internal department, investor or vendor meetings (ex: board meetings).  
  • Custom metrics or key performance indicator dashboard creation, custom reporting, custom data visualization (ex: infographic), or the management of third-party analytics tools (ex: Google Analytics, Google Tag Manager, Adobe Tag Manager). 
  • Custom creation of videos, including marketing videos, screencasts, recordings of site demos, or delivery of webinars. 
  • Custom creation of Subscriber-specific support manuals (ex: Playbooks, Handbooks, Toolkits, Guides) with operating procedures on Higher Logic features or functionality.  
  • The design, administration, configuration or synthesis of results from polls, including Higher Logic’s Polls, or third-party survey tools (ex: SurveyMonkey). 
  •  
  • Support ticket submission on behalf of the Subscriber: Subscribers are granted access to Higher Logic’s Online Support Portal and have full access to a ticketing system and escalation paths.   
  • Website page content migration 
  • Product changes/ enhancements 
  • Changes to the integration after implementation (adding demographics, changing SSO, modifying security groups). 
  • Hiding, archiving, or deleting communities that the POC determines to be no longer relevant to the organization. 
  • Creating or modifying community types 
  • Design, maintenance, and execution on a tagging taxonomy to organize resources, including the application of tags to any resources and discussion posts. 

  

Platinum Package Services - Payment: 

Payments as set forth in the attached Order Form. 

Platinum Package Services – Renewal: 

The Platinum Package Services shall commence upon the Effective Date of the attached Order Form which references this Statement of Work and will continue for a period of one (1) year (the “Platinum Package Services Initial Term”) and shall thereafter automatically renew and continue in one (1) year increments (each a “Platinum Package Services Renewal Term”), unless either party gives the other party at least sixty (60) days written notice of non-renewal prior to the expiration of the Platinum Package Services Initial Term or Platinum Package Services Renewal Term as the case may be. 

 

Definitions: 

Community Strategic Planning Definitions: 

  • Strategic Services OC Kickoff Call: The HL CM will conduct a 60-minute virtual meeting with the Subscriber Membership Stakeholder(s) in order to review the Strategic Services, provide an overview of the community strategic planning process, and determine the timeline and owners for the next steps to launch the community strategic planning process.   
  • HL CM user record in AMS/CRM and/or organization’s domain email address: If the HL CM is to be end-user facing, Subscriber will furnish the Community Manager with an email address on Subscriber’s domain. If the online community is integrated with the Subscriber’s database (AMS/CRM), the Subscriber will provide the HL CM with a user record with their Higher Logic email address. 
  • Subscriber stakeholder interviews: The HL CM conducts interviews with the Subscriber’s staff members involved in the online community initiative to learn about their role and responsibilities at the Subscriber’s organization, and their current levels of satisfaction with the Subscriber’s suite of technology tools. 
  • Subscriber background resources: The HL CM conducts a review of the Subscriber’s strengths, weaknesses, opportunities, and threats related to the online community initiative. The POC provides access to organizational background information, including but not limited to the Subscriber’s strategic plan, organizational charts capturing staffing structure, marketing content calendar, etc. 
  • User interviews: The HL Coach conducts interviews with at least five (5) and up to eight (8) of the Subscriber’s users to learn about their experience as a member/customer of the organization, their motivation for engaging with the organization, and their current level of satisfaction with the Subscriber’s products and services. The POC provides access to user contact information (ex: email addresses) and provides feedback and approval on the desired user segment for the interviews. 
  • User background resources:  The POC provides access to User segment research, including but not limited to, recent User survey results, user demographic information, etc. 
  • Community Health Review: If relevant, the HL Coach will review the engagement in the customer’s existing community. The focus of the review will be on the organization’s primary community. The POC will provide access to the organization’s existing online community and feedback and approval on which community to designate as the Primary community for the review. 
  • Pre-Community Strategic Planning Workshop Call: The POC provides feedback and approval on the high-level strategic priorities for the first 6-months of the online community initiative and confirms the logistics for the Workshop, including but not limited to the participants, date, time, and location. 
  • Community Strategic Planning Workshop: The Workshop is a required step in the community strategic planning process. Two Higher Logic Community Managers - the primary Community Manager on the account as well as a secondary Community Manager - will facilitate the Workshop and travel to the Workshop. The Workshop will be held at the Subscriber’s offices OR at Higher Logic’s offices in Rosslyn, Virginia. All members of the Subscriber’s Membership Stakeholder Team are required to participate in the Workshop. The Workshop may last between 4-6 hours depending on the needs of the Subscriber and the phase of the community’s maturity. Workshop participants will review the SWOT Analysis (strengths, weaknesses, opportunities, and threats), develop an understanding of community engagement frameworks, and provide feedback and approval on the community strategy, 6-month community roadmap, key performance indicators/success metrics aligned to the community strategy, and provide feedback and approval on user-engagement tactics proposed by the HL CM. 
  • Community Strategic Plan, 6-month Community Roadmap, and Launch Project Plan: The HL CM will deliver a community strategic plan outlining the organizational goals for the community with baseline and target key performance indicators; tactics to employ over the next 6-months to achieve the business goals outlined in the community strategic plan (all tactics are organized by month in a “roadmap”), and a project plan outlining the launch tasks with designated owners in order to launch the community by the Go Live date. 

  

Launch Management Definitions: 

  • Private Admin Community: The HL CM creates and maintains an invitation-only, private community on the Subscriber’s Higher Logic online community platform for the purpose of centralizing written communications and resources (ex: Powerpoints) between the HL CM and the Subscriber Membership Stakeholder(s) throughout the duration of the Strategic Services  (*dependent upon the Online Community Implementation). 
  • Manage the Launch of your Higher Logic Community Toolkit: The HL CM will deliver a guide including step-by-step instructions and examples for executing the community launch during the 4 weeks leading up to the Go Live date. The Toolkit includes, but is not limited to: seed content, beta-testing, email configuration, community launch messaging, and a launch day checklist. 
  • Subscriber POC attends Beginner Higher Logic Academy Training: The POC develops a basic level of proficiency with Higher Logic’s features and functionality by completing Higher Logic’s Academy. Higher Logic Academy offers a range of formats for completing the training: live, in-person at Higher Logic Academy in Rosslyn, Virgina; live, virtual trainings online, or asynchronously through Higher Logic Academy’s self-guided pathways online.  There is no additional cost for the virtual training however, the in-person training has an additional cost of $90 per attendee. 
  • Virtual meetings: The HL CM facilitates bi-weekly (every other week) 60-minute virtual meetings, depending on the phase of the project. The POC will provide feedback and approval on items to be executed upon by the HL CM and determine deliverables, owners, and deadlines for the next phase of the project. 
  • Community Terms and Conditions set-up: The POC coordinates the review and approval process of the Community Terms and Conditions with the Subscriber’s legal team. 
  • Community Moderation set-up:  The POC will provide preferences and approval on the Community Moderation settings for the Primary/OpenForum community’s launch. The HL CM will set up the community moderation preferences based on the approval and input from the POC. 
  • Internal staffing support plan [Escalation Matrix]:  The HL CM will provide an Escalation Matrix Template to capture the POC’s preferences for community moderation escalations and designate internal owners for any additional communities other than the Primary/OpenForum. The POC will manage the completion of the Escalation Matrix in collaboration with the Subscriber Membership Stakeholders. 
  • Seed Content:  The HL CM will gather seed content from users in order to populate the site with engaging content before and after the Go Live date of the Primary/OpenForum community. The  POC will provide guidance on the user segment to contribute to seed content; provide at least 200 and up to 1500 users’ names and email addresses to the HL CM. 
  • Beta-testing with Early Adopters: The HL CM will conduct beta-testing with users before the launch of a Primary/OpenForum community, including recruitment of Early Adopters, creating the Early Adopter community; posting a list of tasks for Early Adopters to complete; capture a summary of the Early Adopters’ feedback; archive the Early Adopter community at the end of the beta-testing period. The POC will provide guidance on the desired user segment to recruit for the beta-testing phase and provide at least 200 and up to 1500 users’ names and email addresses to the HL CM. 
  • Community launch messaging: The HL CM will provide templates for community welcome announcement discussion posts, examples of highly effective “coming soon” messages to promote the launch of the community in external channels, such as email Newsletters or social media, and provide recommendations on timing for sending and posting the community launch announcements and community welcome posts. The POC will coordinate the customization of the community welcome discussion posts with the Subscriber’s executive leadership; provide feedback and approval on the community welcome discussion post(s) to be posted by the HL CM on the day of the launch; design and execute the community launch and “coming soon” messages to be sent out via external communications channels (ex: Newsletter, social media);  
  • Email set-up: system messages, automation rule emails and conversions: Upon Subscriber request, the HL CM will update the default configurations and text of the default Community Notification messages; update the “reply to” email address on the automation rule emails to the Higher Logic Community Manager’s email address with the organization’s domain; select up to five email automation rule emails from the email templates provided within the platform (ex: New Member Welcome) to schedule before the launch for the purpose of increasing user engagement in the OpenForum/Primary community; customize the content of the email templates to align with the organization’s community strategy and branding; and schedule the automation rules email and conversions for the selected emails. The POC provide feedback and approval on the automation rules email configuration and content. 
  • Automation rule ribbons/badges and conversions set-up:  Upon Subscriber request, the HL CM will select up to five email automation rule ribbons/badges (ex: Early Adopter) to schedule before the launch. The HL CM may upload any custom ribbons or badges provided by the Subscriber onto the platform. The POC will provide input and approve the selection of the automation rule ribbons/badges to schedule for the community’s launch. 

 

Post-launch Community Management Definitions: 

  • Virtual meetings: The HL CM will facilitate bi-weekly (every other week) or monthly 60-minute virtual meetings, depending on the phase of the project. The POC will provide feedback and approval on items to be executed upon by the HL CM and determine deliverables, owners, and deadlines for the upcoming phase of the project. 
  • Monthly Community Health Review [Primary community]:  The HL Coach will review the customer’s primary community and identify areas that are meeting or exceeding the metrics of success outlined in the community strategic plan; identify areas that are not meeting the targeted metrics of success; compile recommendations to present to the customer POC during the virtual meeting for that month. 
  • Monthly community engagement content calendar: design and execution (Primary community): Upon Subscriber request, the HL CM will create, maintain, and execute on a monthly content calendar for the Primary/OpenForum Community aligned to the community strategy, community roadmap, and key performance indicator goals established during the community strategic planning process. The HL CM will deliver at least 1 and up to 4 discussion posts or announcements per month, including but not limited to posting discussions, such as “Tip of the Week” or collecting and posting a “Member Spotlight” feature. The POC will provide input and approval on topics, post content, and timing of the posts in the content calendar. 
  • Community moderation (Primary community): The HL CM will conduct a twice daily review (opening and closing of the business day, during Higher Logic business hours) of the online community’s moderation queue. The HL CM will provide guidance to the POC on strategies for managing moderation and member violations of the community guidelines; respond to or escalate user requests for support following the processes outlined in the Escalation Matrix; maintain daily digest email notification settings for the Primary/OpenForum community; update the moderation settings for the Primary/OpenForum based on the preferences shared by the Subscriber point of contact. In cases of advanced moderation, HL CM will need an internal point of contact to serve as the primary moderator who will make the final decision on approval or rejection of moderated posts (ex. HIPPA, anti-trust).  
  • Community manager email inbox management: Upon Subscriber  request, the HL CM will check the deliverability report of the Daily Digest on the first day of the community launch, monitor the email inbox for the domain-specific email address provided by the organization at the opening and closing of the business day, respond to community members’ emails within 2-3 business days or forward the users’ emails to the internal staff members with the pathways designated in the Escalation Matrix. The POC may request that the HL CM update the “reply-to” email address with the Subscriber’s domain on scheduled Automation Rule emails, on the Community Manager’s profile, or on community “Contact” information on the community platform. 
  • Automation rule emails: management, design and execution: Upon Subscriber request, the HL CM will conduct a monthly review of the conversion rates for the automation rule emails that are scheduled and provides recommendations on how to increase the conversion rates. The HL CM may revise one email automation rule email (ex: New Member Welcome) per month and the HL CM may select one new email automation rule email to schedule per month. The POC provide feedback and approval to the automation rule email template revisions and provides input into the selection of the new automation rule emails to schedule for the month. 
  • Automation rule ribbons/badges: management and execution: Upon Subscriber request, the HL CM will select one automation rule ribbons/badges (ex: Platinum Contributor) to revise per month and select one email automation rule ribbons/badges to launch per month.  The HL CM will upload any custom ribbons/badges provided by the Subscriber. 
  • Community Engagement Toolkits: The HL Coach will deliver guides including step-by-step instructions and examples for executing in the community. The Toolkits may include, but are not limited to: seed content, beta-testing, email configuration, community launch messaging, sourcing member’s stories of success, how to write an effective discussion post, conference engagement tactics, manage a board/committee community, and facilitating an Ask Me Anything virtual event. 
  • Impact Reports:  As requested by the customer POC, the HL Coach will compile an executive summary of progress towards achieving the goals outlined in the community strategic plan and roadmap.  The first executive summary may be delivered within 3 months after the Go Live date and no more than quarterly through the end of the contract cycle. 
  • Mid-Year Strategic Review:  The HL CM will conduct a review of the progress towards achieving the Subscriber’s organizational goals and key performance indicators laid out in the community’s strategy and 6-month community roadmap. The HL CM will create a revised community strategic plan, community roadmap for the next 6-months, and recommend tactics apply in order to achieve the goals laid out in the revised Community Strategic Plan.  The revised Community Strategic Plan will incorporate any organizational changes, new business goals, and new functionality to the Higher Logic platform. The Mid-Year Strategic Review will be conducted virtually by the HL CM with the Subscriber Membership Stakeholder(s); the meeting will last between 2-3 hours depending on the needs of the Subscriber and the phase of the project. The POC will coordinate schedules for the Subscriber Membership Stakeholder(s), participate in the virtual strategic review meeting, and provide updates on Subscriber’s organizational strategic priorities that may have changed since the Strategic Planning Workshop. 
  • Revised Community Strategic Plan, 6-month Community Roadmap, and Project Plan: The HL CM will deliver a revised community strategic plan outlining the updated Subscriber goals for the community with baseline and target key performance indicators; tactics to employ over the next 6-months to achieve the business goals outlined in the community strategic plan (all tactics organized by month in a “roadmap”), and an updated project plan outlining the upcoming community roadmap items with designated owners.