The Fitbit Community team grew substantially over its first 9 months, increasing the number of member sessions, posts, and feature requests monthly. The team also expanded from 2 practitioners and a web designer to 30 advocates, moderators, and QAs across multiple sites and languages. As the team scaled up rapidly with little documentation, they focused on practical measures like creating personnel heat maps to document coverage, distribution lists to improve communications, feedback loops to share progress and goals, and celebrating wins.

1. Growing and Scaling a Global
Community Team

2. The Fitbit Community was re-launched in December
2013, over the first 9 months we grew from:
• 0 to 250k member sessions per month
• 0 to 25k posts per month
• 0 to 250 feature requests per month
• 5 to 8 languages
• 2 practitioners & a web designer to a team of 30
advocates, moderators, and QAs across 3 sites
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Background

3. No
documenta0on,
new
team,
no
worries!
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4. The
Prac0cal
and
Relevant
• Documenting your org structure through
personnel heat maps
• Organizing your communications with
distribution lists
• Creating feedback loops
• Sharing wins!
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A
Winter
Deluge

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8. Personnel
Heat
Mapping
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9. Personnel
Heat
Mapping
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1. Start
with
a
coverage
clock
–
24
hours
is
ideal
2. Standardize
to
one
0me
zone
3. Create
a
color-­‐coded
key
with
relevant
community
roles,
split
out
by
site

10. Personnel
Heat
Mapping
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1. Start
with
a
coverage
clock
–
24
hours
is
ideal
2. Standardize
to
one
0me
zone
3. Create
a
color-­‐coded
key
with
relevant
community
roles,
split
out
by
site
4. Display
local
0mes
Local:
NOW=()
Site
1:
=Cell#+TIME(hours,
minutes,
seconds)
Site
2:
=Cell#+TIME(hours,
minutes,
seconds)

11. Personnel
Heat
Mapping
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1. Start
with
a
coverage
clock
–
24
hours
is
ideal
2. Standardize
to
one
0mezone
3. Create
a
color-­‐coded
key
with
relevant
community
roles,
split
out
by
site
4. Display
local
0mes
5. Collect
schedules
6. Add
schedules
as
a
progression
throughout
the
day
by
role/site

12. Personnel
Heat
Mapping
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1. Start
with
a
coverage
clock
–
24
hours
is
ideal
2. Standardize
to
one
0mezone
3. Create
a
color-­‐coded
key
with
relevant
community
roles,
split
out
by
site
4. Display
local
0mes
5. Collect
schedules
6. Add
schedules
as
a
progression
throughout
the
day
by
role/site
7. Beau0fy
your
coverage
map
8. Share
broadly,
add
it
to
all
relevant
documenta0on,
and
encourage
bookmarking!

13. Personnel
Heat
Mapping
A
heat
map
is
a
graphical
representa0on
of
data
where
the
individual
values
contained
in
a
matrix
are
represented
as
colors.
To
create
a
true
personnel
heat
map,
you
can
take
it
a
step
further
and
translate
coverage
into
a
matrix.
Above
is
a
Fitbit
look
proprietary
at
our
and
ConfidenSocial
0al
Advocate
role
over
24
hrs.
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Distribu0on
Lists

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Distribu0on
Lists

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Distribu0on
Lists

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Distribu0on
Lists

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Distribu0on
Lists

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Distribu0on
Lists

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Distribu0on
Lists

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Distribu0on
Lists

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Distribu0on
Lists

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Distribu0on
Lists

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Distribu0on
Lists

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Feedback
Loops
• Trending
discussions
• Cool
ideas
• Challenges
• Goals
for
next
week
• Kudos!

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Feedback
Loops
• Trending
discussions
• Cool
ideas
• Challenges
• Goals
for
next
week
• Kudos!

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Feedback
Loops
• The
confirma0on
page
is
a
great
place
for
a
note
of
encouragement
or
a
reminder
of
what
to
focus
on
this
week.

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Feedback
Loops
• Sebng
a
weekly
reminder
brought
compliance
from
60%
to
95%!

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Sharing
Wins!
• Leverage
those
distribu0on
lists
• Schedule
face
0me
• Report
up,
out,
down,
and
all
around.
Everyone
loves
data!
• Don’t
forget
to
make
0me
for
silly
stuff

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31. QUESTIONS?!
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