Description

The Executive Diagnostic and Governance Toolkit

Online Community Toolkit

Score your own online Community red, amber or green, find out which part is weakest, and walk into the next budget round able to defend what you want to fix.

$199 one-time

30-day money-back guarantee Verified against latest insights, updated access provided within 24h

Each order is checked and updated against the latest insights before delivery. That is why access takes up to 24 hours rather than being instant.

What you walk out with

A scored, ranked picture of your own function, and a defensible answer to what to fix first.

You stop guessing where you stand.
You finish with a score, not an opinion: every part of your function rated red, amber or green, with the weakest ranked first. Evidence: a Quick Scan for the shape of it, then seven domain assessments of 30 scored questions each, 210 in all, rolled into one scorecard, plus a maturity radar and a current-versus-target gap analysis.

You can defend the decision.
You walk into the budget round with the gap named, the owner named and done defined, instead of a case built on instinct. Evidence: project charter, scope statement, RACI, requirements traceability and work breakdown structure, pre-filled in your domain's language.

The work actually moves.
The month after the decision is already built, so nothing stalls waiting for someone to design a form. Evidence: more than 60 project templates across all five PMBOK process groups, plus runbooks, SOPs, a KPI framework, audit checklists and a risk matrix. 55 to 65 files in total.

You use it the day it lands.
No blank templates to interpret. Every workbook opens with what it is, who uses it, when, how, a 1 to 5 scoring guide, what good looks like, and a worked example you delete and type over.

The Quick Scan is one sitting. You will know your weakest area before the day is out.

Nothing in it is generic project management: the build rejects any file that could belong to another course. Updated after you enrol, so it reflects where the work stands now. The 144-chapter course is included behind it, for the parts you want to go deeper on.

You own the online community—now prove where it stands and why it matters.

The situation this is built for

Every quarter, you face the same challenge. Leadership asks for proof of impact. Budget committees want to know why one initiative matters more than another. You have engagement data, but it doesn’t tell the full story. You know member expertise is valuable, but no one sees it. Without a clear assessment of where your community actually stands, every decision feels reactive. You end up defending guesses instead of strategy. The tools keep changing, but the real work—understanding health, value, and leverage—gets ignored.

Who this is for

The leader who owns the online community function in a b2c organization. You are accountable for engagement, member retention, and proving value. You operate across marketing, product, and support, but you lack a unified way to assess and communicate progress. You need to move from activity to insight.

Who this is not for

This is not for community moderators, social media managers, or tool vendors. It’s not for those looking for quick engagement hacks or platform tutorials. If you don’t own accountability for the community’s strategic direction and outcomes, this is not for you.

What you walk away with

Assess the current health of your online community with precision
Map member expertise to organizational value
Prioritize initiatives based on structural gaps, not noise
Produce artifacts used in executive reviews and budget meetings
Defend your roadmap with evidence, not opinion

How this maps to your situation

Assessment: Where your community stands today
Diagnosis: What is working and what is broken
Prioritization: What to fix first and why
Advocacy: How to get support for changes

Before vs. after

Before

You react to demands, defend guesses, and struggle to show where your community stands.

After

You lead with evidence, prioritize confidently, and present a clear roadmap grounded in real data.

What's included with your purchase

12 modules with 12 chapters each (144 chapters)
Downloadable templates and worked examples for every module
Hand-built implementation playbook delivered alongside course access
30-day money-back guarantee

Delivery and format

Course and learning environment access provisioned within 24 hours of purchase
Hand-built implementation playbook delivered alongside course access

Format: Text-based modules and chapters in the Art of Service learning environment, plus downloadable templates and worked examples for every chapter, plus the hand-built implementation playbook delivered alongside course access.

Time investment: Approximately 3 hours per module, designed to be completed alongside regular work. Most learners finish in 6–8 weeks.

If nothing changes

Without a structured assessment, you’ll continue making decisions based on visibility, not value. High-effort, low-impact work will crowd out strategic improvements. Budgets will go to louder voices, not better outcomes. Your community will remain a cost center, not a driver of retention and insight.

How this compares to the alternatives

Unlike generic community management courses, this program focuses exclusively on assessment, prioritization, and executive communication. It does not teach social media tactics or platform-specific skills. It produces artifacts used in real budget reviews and strategic planning sessions.

Also included: the full course, for when you want the reasoning behind a finding (12 modules, 144 chapters)

Depth reference. The diagnostic and the templates stand on their own; this is what to read when you want the reasoning behind a finding.

Module 1. Define the Scope of Your Community Function

Establish clear boundaries of responsibility and influence for your community role.

12 chapters in this module

Identify all platforms hosting community interactions
Map community touchpoints across customer journey stages
Determine which teams contribute to community outcomes
Clarify ownership of member engagement metrics
Document existing community-related policies and rules
Assess integration points with CRM and support systems
List all recurring community meetings and reports
Identify primary stakeholders outside the community team
Define what success looks like for each segment
Catalog current member-facing communication channels
Review past community audits or health assessments
Establish baseline definitions for key terms

Module 2. Map Member Engagement Across Platforms

Create a detailed view of where and how members interact.

12 chapters in this module

Track frequency of logins per active member
Classify types of content posted by members
Measure response times to member questions
Identify most active discussion topics by volume
Assess consistency of participation over time
Determine share of silent versus active members
Map cross-platform member behavior patterns
Evaluate depth of interaction per thread
Calculate average engagement duration per session
Compare engagement across member cohorts
Audit visibility settings for community content
Review moderation actions and their impact

Module 3. Assess Community Health Indicators

Measure the vitality and sustainability of member interactions.

12 chapters in this module

Calculate net new member growth rate monthly
Track percentage of returning members weekly
Measure diversity of contributor base over time
Evaluate sentiment trends in member conversations
Assess balance between questions and answers
Monitor escalation rates to support teams
Determine share of resolved versus open threads
Review average time to first response
Analyze churn among top contributors
Measure depth of discussion threads
Evaluate newcomer onboarding effectiveness
Assess decay rate of unanswered posts

Module 4. Inventory Member Expertise and Roles

Uncover and classify the knowledge members bring to the community.

12 chapters in this module

Identify members with verified product expertise
Categorize contributors by domain knowledge area
Map members who mentor others regularly
List individuals who create tutorials or guides
Assess frequency of expert-led discussions
Determine recognition given to top contributors
Review roles assigned to members in the platform
Track participation in official feedback programs
Evaluate influence of members beyond the forum
Measure consistency of high-value contributions
Document credentials shared by members
Analyze overlap between staff and member expertise

Module 5. Evaluate Governance and Moderation Practices

Examine the rules, roles, and routines that maintain order.

12 chapters in this module

Review published community guidelines and rules
Assess consistency of rule enforcement
List all moderation roles and their scope
Evaluate escalation paths for unresolved issues
Track volume of reported content per week
Analyze outcomes of moderation interventions
Determine transparency of moderation decisions
Review training materials for volunteer mods
Measure response time to flagged content
Audit access controls for sensitive areas
Evaluate fairness in handling edge cases
Document appeals process for member sanctions

Module 6. Measure Value Exchange for Members

Understand what members gain from participating.

12 chapters in this module

Identify primary motivations for joining
Assess perceived value of peer support
Evaluate access to exclusive information
Track recognition received by active members
Determine opportunities for skill development
Measure sense of belonging reported by members
Review access to early product features
Analyze influence on product roadmaps
Determine trust in advice from peers
Evaluate career advancement from participation
Assess emotional safety in discussions
Document personal goals shared by members

Module 7. Align Community Goals with Business Outcomes

Connect community activity to organizational KPIs.

12 chapters in this module

Map community engagement to retention rates
Link member help to support ticket reduction
Correlate activity with product adoption metrics
Assess impact on customer satisfaction scores
Evaluate contribution to referral programs
Track influence on upsell conversion rates
Measure alignment with brand sentiment goals
Determine role in crisis communication plans
Review integration with loyalty initiatives
Analyze feedback loop into product teams
Assess contribution to knowledge base growth
Evaluate impact on time-to-resolution

Module 8. Diagnose Structural Gaps in Operations

Find breakdowns in process, staffing, and workflow.

12 chapters in this module

Identify bottlenecks in content approval
Assess resource allocation for moderation
Determine gaps in staff community training
Review workflow for escalating member issues
Evaluate tooling limitations for community tasks
Measure time spent on routine reporting
Analyze handoffs between departments
Determine coverage gaps across time zones
Review documentation of standard procedures
Assess capacity for handling spikes in activity
Evaluate feedback loops from community to product
Document reliance on manual processes

Module 9. Prioritize Initiatives Based on Impact

Rank what to fix or build next using evidence.

12 chapters in this module

Score initiatives by member reach
Estimate effort required for each change
Assess potential to reduce support load
Evaluate alignment with strategic goals
Determine feasibility within current tools
Measure expected improvement in retention
Rank by speed of visible impact
Assess risk of inaction for each item
Determine dependency on other teams
Evaluate cost of delay per quarter
Score by inclusivity and accessibility gains
Prioritize based on contributor feedback

Module 10. Build the Case for Investment

Create a defensible rationale for budget and headcount.

12 chapters in this module

Quantify current community contribution to retention
Estimate savings from peer-to-peer support
Project impact of proposed staffing changes
Build model for ROI of community growth
Compare cost of inaction versus investment
Document missed opportunities from underinvestment
Assess scalability limits of current setup
Estimate value of untapped member expertise
Model impact of improved onboarding
Calculate cost of contributor attrition
Present benchmark comparisons responsibly
Align proposal with annual planning cycle

Module 11. Design Member Journey Improvements

Enhance the path from newcomer to contributor.

12 chapters in this module

Map current onboarding experience step by step
Identify drop-off points in early engagement
Assess clarity of contribution expectations
Evaluate first interaction quality
Determine recognition for initial contributions
Review access to learning resources
Analyze visibility of community norms
Measure speed of first meaningful connection
Test clarity of role descriptions
Improve pathways to deeper involvement
Design feedback loops for new members
Optimize welcome message delivery timing

Module 12. Implement and Sustain Changes

Execute improvements and track their effect.

12 chapters in this module

Define success metrics for each initiative
Schedule regular community health reviews
Assign owners for ongoing improvements
Set up monitoring for key indicators
Create dashboard for stakeholder reporting
Establish rhythm for roadmap updates
Document decisions made during rollout
Plan for contributor recognition events
Review iteration process for features
Institutionalize feedback from members
Measure long-term trend in engagement
Update governance to reflect changes

Frequently asked

Who is this course for?

It’s for leaders who own accountability for the online community in a b2c organization and need to assess its health, prioritize improvements, and justify investment.

How is the course structured?

12 modules, each containing 12 chapters (144 chapters total).

Do I need access to analytics tools?

You’ll need basic access to your community platform’s reporting features, but no advanced technical skills are required.

What if I manage multiple communities?

The framework works across platforms and can be applied to assess and align multiple communities under one strategy.

Is there a certificate upon completion?

No. The value is in the artifacts and decisions you produce, not a credential.

Can I share the templates with my team?

Yes. All downloadable materials are licensed for use within your organization.

How soon can I start?

You’ll gain access to the course and receive your implementation playbook within 24 hours of purchase.

What kind of deliverables will I create?

You’ll produce a community health dashboard, member journey map, governance matrix, and prioritization framework used in actual operating reviews.

Is there a refund policy?

Yes. We offer a 30-day money-back guarantee if the course does not meet your expectations.

Does this cover community platform selection?

No. This course focuses on the work of community leadership, not tool evaluation or vendor comparison.

Will I get personalized feedback?

The course is self-directed, but the implementation playbook is tailored to your community’s structure and goals.

What formats do the templates come in?

The implementation playbook downloads as PDF and editable XLSX. The course reads in your learning environment and exports to PDF for offline use. The files are yours to keep.

Can I share this with my team?

The licence is per person. Team pricing opens from three seats: reply to the order confirmation with TEAM and we will set it up.

How quickly can I start?

The diagnostic is one sitting and the templates work straight out of the kit. Account access takes up to 24 hours rather than being instant, because every order is checked and updated against the latest sources before it is delivered.

$199 one-time. Approximately 3 hours per module, designed to be completed alongside regular work. Most learners finish in 6–8 weeks..

Within 24 hours your account in the learning environment is provisioned and the tailored implementation playbook is delivered alongside it.

30-day money-back guarantee·Know your weakest area today·210 scored questions·Course included· Account access within 24 hours

30-day money-back guarantee, no questions asked.
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