Forum Con - Brian Rose - Community Support at Google

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Brian Rose shares how customer support evolved from one-to-one email to leveraging forums that provide more scalable solutions and help build user communities. The team is always exploring new ways to connect with fans and evangelists, and Brian will highlight recent wins.

As the community manager on Google’s Picasa team, Brian Rose oversees the Picasa forum to share product news, provide support, escalate issues, and connect Picasa's fans. He loves photography and brings his camera with him everywhere.

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Forum Con - Brian Rose - Community Support at Google

  1. 1. Community support at GoogleBrian RoseCommunity manager, Picasa http://goo.gl/mw3XZ
  2. 2. where we were: one to one support http://goo.gl/83JzK
  3. 3. read and responded to hundreds ofmessages each week http://goo.gl/TjTL0
  4. 4. email support was inefficient http://goo.gl/YlmTM
  5. 5. where were at: one to many support http://goo.gl/S9wuX
  6. 6. Google Groups creates searchable content http://goo.gl/R93LB
  7. 7. users find answers faster http://goo.gl/tUAn5
  8. 8. enables passionate users toshare their product knowledge http://goo.gl/EeBYy
  9. 9. more fun for users and for communitymanagers http://goo.gl/x2POr
  10. 10. trends: areas we want to focus on http://goo.gl/Q66IF
  11. 11. tools are changing faster than people do http://goo.gl/hs4hR
  12. 12. find the right metrics and the tools tomeasure them http://goo.gl/nsB7J
  13. 13. "Too many companies have not evolved fromwhat I call shout marketing to influence byinitiating and participating in conversationswith consumers. There needs to be agenerational shift."Avinash Kaushik, Analytics Evangelist http://goo.gl/39oNV
  14. 14. where were going: many to many http://goo.gl/WbikL
  15. 15. give our team a face and buildties with our connectors http://goo.gl/PvIZB
  16. 16. connect people to the rightanswers, features, products http://goo.gl/Dqoh2
  17. 17. build features and products aroundthe community http://goo.gl/NTWls
  18. 18. @brianroseprofiles.google.com/bhrose http://goo.gl/WZTyy

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