AAA Brand Touchpoints Employee Experience

Touchpoint www.getaaa.jobs Recruiting Ads Job Fairs AAA Employees (recruiting, interviewers)

New Hire Letter New Hire Packet Benefits Collateral Living Healthy @ AAA Diversity & Inclusion Employee Events Work Processes Performance Evaluation, Coaching

Training /AAAU Compliance, Safety Communications

Passport SharePoint Sites

Number of impressions xx

Visits / dailyxxNumber of ads, recruiting fairs

xxYear

Number of interviews / year

Number delivered per year xx

Yearlyxx Communication

xx Communication events

xx Events

xx External communication

xx Events

xx IT systems, email, tools

Twice yearly plus regular check-ins xx

Coursesxx Communication Web sites

xxUnique visits daily

xx Web sites

Employee life cycle stage

• Attract • Attract • Attract • Attract• Engage

• Attract• Engage

• Attract• Engage • Retain

• Attract• Engage • Retain

• Engage • Retain

• Engage • Retain

• Engage • Retain• Reward

• Engage • Retain

• Engage • Retain• Reward

• Engage • Retain

• Retain • Engage • Retain

• Engage • Retain

Design system description

UI, architecture Ad templates Banners, flyers, job description templates

Templated materials Various Various Templates, tone of voice, branded layout

Templates, tone of voice, branded layout

Templates, tone of voice, branded layout

Templates, tone of voice, branded layout

PPT templates, nomenclature

Tone of voice, branded layout

Design and production, fulfillment via self-service

Templated brochure, email

Tone of voice, branded layout

Home page template

Engagement impact H / M / L

Yes Yes No Yes No No No Yes No No No No Yes Yes Yes No

IT to non-IT managed support systems

Non-IT Non-IT Non-IT IT and non-IT Non-IT Non-IT Non-IT Non-IT IT and non-IT IT and non-IT IT and non-IT Non-IT Non-IT Non-IT

Employee life cycle stage diagram: • Attract • Engage • Retain • Reward

*Brand image impact: N + MES = High, medium or low impact N = Number of impressions MES = Member experience stages

■ Insurance ■ Sales■ Travel ■ Automotive ■ Information Technology ■ Marketing and Advertising■ HR, Legal, Finance

Come work at AAAFind career satisfaction serving 4.3 million AAA Members. Jobs in:

Share in our vision, values and mission.Integrity ■ Diversity ■ Collaboration ■ Excellence

Adaptability ■ Accountability ■ Members First

California State Automobile Association is an equal opportunity employer and strives to hire individuals as diverse as the communities we serve.

WWW.GETAAA.JOBS

©2008 CSAA

P1761-23 V&V Job VIA AD_r8bb.indd 1 3/12/08 3:42:37 PM

A A A N O R T H E R N C A L I F O R N I A , N E V A D A & U T A H

Refer your friends for jobs at AAA

Welcome

«Date»

«First_Middle_Last_Name»«Address»«City_State_Zip»

Dear «MsMr» «Last_Name»:

We’re happy to confirm our offer of the position «Job_Title» at a yearly salary of «Salary». Congratulations and welcome to AAA!

You are the value of MembershipWe’re confident you’ll discover that AAA is an extraordinary place to work. As a Membership organization we exist to serve Members. This means you’ll be joining 7,000+ other professionals dedicated to serving 2.3 million Members in Northern California, Nevada & Utah. Unlike other companies, we measure our success not by shareholder value, but by the value we bring to our Members’ lives. And we’re guided by the idea that every employee creates and embodies the exceptional value we offer.

As you heard during the interview process, we’ll be moving our main office from San Francisco to Walnut Creek, California, in late 2009. So it’s an exciting time for us. And we look forward to your contribution and ideas as we embrace the many new possibilities offered by our continued growth.

Details about this offer Please note that this offer is contingent upon completion of a background check, drug test screening and I-9 review.

Position Type Full-time «Non-Exempt», Non-exempt employees are required to report regular hours, PTO and other non-worked time.

Pay Periods Bi-weekly

Paid Time Off (PTO) Accrued at 10.000 hours per month to be used for vacation, personal and family illnesses, emergencies and other personal time away from work. We pro-rate PTO for your first month of employment, and you’ll continue to accrue it until you meet your maximum accrual.

Merit Review Eligibility March 2008

Enterprise Incentive Plan (EIP) You’re eligible according to its terms

Start Date «DOH»

Onboard Employee Orientation

«Orientation_Date», 8:30 a.m.–5:30 p.m. Join us for this two- day new-employee orientation at 100 Van Ness Ave, San Francisco. Please bring the enclosed new hire packet with you.

A A A N O R T H E R N C A L I F O R N I A , N E V A D A & U T A H

Pre-Arrival Kit: History of AAA

New Employee

A A A N O R T H E R N C A L I F O R N I A , N E V A D A & U T A H A A A N O R T H E R N C A L I F O R N I A , N E V A D A & U T A H

Benefits at AAANorthern California, Nevada & Utah

Full-Time Regular Part-Time Regular (24 – 39 Hours)

Living Healthy at AAABenefits Open Enrollment 2010

October 2009

A A A B E N E F I T S O P E N E N R O L L M E N T 2 0 1 0

A A A N O R T H E R N C A L I F O R N I A , N E V A D A & U T A H

Diversity & Inclusion Enterprise Strategy

A A A N O R T H E R N C A L I F O R N I A , N E V A D A & U T A H

MARKETPLACE

WORKFORCE REPRESENTATION

WORKPLACECULTURE

P1323-5 (Mar 2010)

ONE COMPANY, MANY FACES1.85”

1.72”

AAA Product Knowledge Book: a new tool for all employees Proposal developed by James Lesko, Liz Tung, and Mary McCoy. March 24th, 2010 DRAFT

AAA NORTHERN CALIFORNIA, NEVADA & UTAH