Your SlideShare is downloading. ×
  • Like
Forum Con - Brian Rose - Community Support at Google
Upcoming SlideShare
Loading in...5
×

Thanks for flagging this SlideShare!

Oops! An error has occurred.

×

Now you can save presentations on your phone or tablet

Available for both IPhone and Android

Text the download link to your phone

Standard text messaging rates apply

Forum Con - Brian Rose - Community Support at Google

  • 1,421 views
Published

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 …

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.

  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Be the first to comment
    Be the first to like this
No Downloads

Views

Total Views
1,421
On SlideShare
0
From Embeds
0
Number of Embeds
1

Actions

Shares
Downloads
7
Comments
0
Likes
0

Embeds 0

No embeds

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
    No notes for slide

Transcript

  • 1. Community support at GoogleBrian RoseCommunity manager, Picasa http://goo.gl/mw3XZ
  • 2. where we were: one to one support http://goo.gl/83JzK
  • 3. read and responded to hundreds ofmessages each week http://goo.gl/TjTL0
  • 4. email support was inefficient http://goo.gl/YlmTM
  • 5. where were at: one to many support http://goo.gl/S9wuX
  • 6. Google Groups creates searchable content http://goo.gl/R93LB
  • 7. users find answers faster http://goo.gl/tUAn5
  • 8. enables passionate users toshare their product knowledge http://goo.gl/EeBYy
  • 9. more fun for users and for communitymanagers http://goo.gl/x2POr
  • 10. trends: areas we want to focus on http://goo.gl/Q66IF
  • 11. tools are changing faster than people do http://goo.gl/hs4hR
  • 12. find the right metrics and the tools tomeasure them http://goo.gl/nsB7J
  • 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. where were going: many to many http://goo.gl/WbikL
  • 15. give our team a face and buildties with our connectors http://goo.gl/PvIZB
  • 16. connect people to the rightanswers, features, products http://goo.gl/Dqoh2
  • 17. build features and products aroundthe community http://goo.gl/NTWls
  • 18. @brianroseprofiles.google.com/bhrose http://goo.gl/WZTyy