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Community support at GoogleBrian RoseCommunity manager, Picasa                              http://goo.gl/mw3XZ
where we were: one to one support                                    http://goo.gl/83JzK
read and responded to hundreds ofmessages each week                                    http://goo.gl/TjTL0
email support was inefficient                                http://goo.gl/YlmTM
where were at: one to many support                                      http://goo.gl/S9wuX
Google Groups creates searchable content                                    http://goo.gl/R93LB
users find answers faster                            http://goo.gl/tUAn5
enables passionate users toshare their product knowledge                                http://goo.gl/EeBYy
more fun for users and for communitymanagers                                       http://goo.gl/x2POr
trends: areas we want to focus on                                    http://goo.gl/Q66IF
tools are changing faster than people do                                     http://goo.gl/hs4hR
find the right metrics and the tools tomeasure them                                          http://goo.gl/nsB7J
"Too many companies have not evolved fromwhat I call shout marketing to influence byinitiating and participating in conver...
where were going: many to many                                  http://goo.gl/WbikL
give our team a face and buildties with our connectors                                 http://goo.gl/PvIZB
connect people to the rightanswers, features, products                              http://goo.gl/Dqoh2
build features and products aroundthe community                                     http://goo.gl/NTWls
@brianroseprofiles.google.com/bhrose                             http://goo.gl/WZTyy
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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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Transcript of "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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