CommunityCommunity Management is the   New Customer ServiceCreating Community Happiness Using All Those Lessons You   Lear...
Us!                    reidab                       hadsie       Amye                        Leslie  Project Manager      ...
Lodge in Alaska                  Timothy Wildey
Fun Bagel Shop!                  gtrwndr87
Open Source Community Management Restaurant• Welcoming Well• Menu Accuracy• Getting the Order Correct• Dealing with Fussy ...
Welcoming WellCreating a clear entry point
Welcoming WellSetting the expectations of what you provide:                                               !=              ...
Welcoming Well The Subversion Project 1st FAQ: Why does this project exist? “To take over the CVS user base. Specifically, ...
Welcoming Well• Beginners’ Groups!  • In many flavors!  • IRC, Groups.Drupal.org, Support groups, Conferences, Camps, Clini...
Welcoming Well Creating a path to learning - “upselling”                                               Core + Contrib + Cu...
Menu Accuracy                avlxyz
A wonderful mismatch of documentation and reality                                                beverlyislike
Make Your Menu Match Your Dish• Documentation is how you communicate with everyone.• Make documentation globally writeable...
Drupal as the Family Diner                             Tony Fischer Photography
Getting the Order Correct                            J. Star
Getting The Order Correct Create the things your community is asking for Provided it is:  • Sane  • Rational  • In keeping...
Dealing with Fussy Eaters                            Stuart`Dootson
Dealing with Fussy Eaters• Trolling   • Dealing with trolls• People who just a need a little bit more attention and determ...
Keeping the Store Clean                          jasleen_kaur
Keeping Your Store Clean• Recognize and deal with issues quickly• Making sure that the place is clean means you can do you...
Taking Care of Your Regulars                               Amye Scavarda
Taking Care of Your Regulars• These might also be your fussy eaters!• Regulars = really productive, valued members• Balanc...
Completing The Transaction                             Andres Rueda
Completing The Transaction• Pulling people in easier, making them stay is hard - repeat business is  essential to growth -...
Doing All Of This Without Being Overrun                                          @superamit
What did you think? Locate this session on the DrupalCon Denver websitehttp://denver2012.drupal.org/program Click the “Tak...
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Community Management is the New Customer Service

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This talk was presented at DrupalCon Denver 2012.

COMMUNITY MANAGEMENT IS THE NEW CUSTOMER SERVICE: CREATING COMMUNITY HAPPINESS USING ALL THOSE LESSONS YOU LEARNED DURING YOUR FIRST SUMMER JOB

It should come as no surprise to Drupal folk that healthy, effective and prolific communities brim with excited and engaged contributors. But what are the secrets of creating that healthy community? And how do you keep it healthy over time?

Rather than some more esoteric matter, effective community management is a matter of good customer service. In this talk, Amye Scavarda and Leslie Hawthorn will show how to apply the basic tenets of customer service to growing and sustaining your community, including:

Welcoming Well
Getting the Order Correct
Dealing with Fussy Eaters
Completing the Transaction
Keeping Your Store Clean
Taking Care of Your Regulars

http://bit.ly/GEhieG

Published in: Technology
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Community Management is the New Customer Service

  1. 1. CommunityCommunity Management is the New Customer ServiceCreating Community Happiness Using All Those Lessons You Learned During Your First Summer Job Amye Scavarda Leslie Hawthorn
  2. 2. Us! reidab hadsie Amye Leslie Project Manager Community Manager @msamye @lhawthorn
  3. 3. Lodge in Alaska Timothy Wildey
  4. 4. Fun Bagel Shop! gtrwndr87
  5. 5. Open Source Community Management Restaurant• Welcoming Well• Menu Accuracy• Getting the Order Correct• Dealing with Fussy Eaters• Keeping Your Store Clean• Taking Care of Your Regulars• Completing the Transaction
  6. 6. Welcoming WellCreating a clear entry point
  7. 7. Welcoming WellSetting the expectations of what you provide: != Another Pint Please... tofutti break
  8. 8. Welcoming Well The Subversion Project 1st FAQ: Why does this project exist? “To take over the CVS user base. Specifically, we’re writing a new version control system that is very similar to CVS, but fixes many things that are broken.”
  9. 9. Welcoming Well• Beginners’ Groups! • In many flavors! • IRC, Groups.Drupal.org, Support groups, Conferences, Camps, Clinics, Barn-raisings, site in a weekend
  10. 10. Welcoming Well Creating a path to learning - “upselling” Core + Contrib + CustomCore bitzcelt betta design
  11. 11. Menu Accuracy avlxyz
  12. 12. A wonderful mismatch of documentation and reality beverlyislike
  13. 13. Make Your Menu Match Your Dish• Documentation is how you communicate with everyone.• Make documentation globally writeable because this is a great way to engage people.• Documentation is not just your docs site!
  14. 14. Drupal as the Family Diner Tony Fischer Photography
  15. 15. Getting the Order Correct J. Star
  16. 16. Getting The Order Correct Create the things your community is asking for Provided it is: • Sane • Rational • In keeping with project mission Be willing to own mistakes, fix them quickly, do not place blame
  17. 17. Dealing with Fussy Eaters Stuart`Dootson
  18. 18. Dealing with Fussy Eaters• Trolling • Dealing with trolls• People who just a need a little bit more attention and determining whether or not thats a good investment (will you get your tip?)• How to walk away gracefully
  19. 19. Keeping the Store Clean jasleen_kaur
  20. 20. Keeping Your Store Clean• Recognize and deal with issues quickly• Making sure that the place is clean means you can do your job well• Know how to address things - community meetings, town halls, have a space for the airing of grievances• This is part of previously mentioned topics like documentation, keeping website accurate, making information easy to find!
  21. 21. Taking Care of Your Regulars Amye Scavarda
  22. 22. Taking Care of Your Regulars• These might also be your fussy eaters!• Regulars = really productive, valued members• Balancing their comfort against the needs of the inclusiveness of the wider community - they will have different needs that can ripple through• Understanding that deep amounts of community cred doesnt always help you get things done• How do you thank people in your community?• Recognizing when the input you get isnt worth the effort it takes
  23. 23. Completing The Transaction Andres Rueda
  24. 24. Completing The Transaction• Pulling people in easier, making them stay is hard - repeat business is essential to growth - how to keep people engaged• Recognize their accomplishments• Be clear about your appreciation• Be willing to ask people to volunteer and do more • Be explicit and personalized with your asks• Know how to split the check - large undefined tasks are bad and scare people; induce paralysis
  25. 25. Doing All Of This Without Being Overrun @superamit
  26. 26. What did you think? Locate this session on the DrupalCon Denver websitehttp://denver2012.drupal.org/program Click the “Take the Survey” link. Thank You!

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