Community support at Google

Brian RoseCommunity manager, Picasa

http://goo.gl/mw3XZ

where we were: one to one support

http://goo.gl/83JzK

read and responded to hundreds of messages each week

http://goo.gl/TjTL0

email support was inefficient

http://goo.gl/YlmTM

where we're 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 to share their product knowledge

http://goo.gl/EeBYy

more fun for users and for community managers

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 to measure them

http://goo.gl/nsB7J

"Too many companies have not evolved from what I call 'shout marketing' to influence by initiating and participating in conversations with consumers. There needs to be a generational shift."Avinash Kaushik, Analytics Evangelist

http://goo.gl/39oNV

where we're going: many to many

http://goo.gl/WbikL

give our team a face and build ties with our connectors

http://goo.gl/PvIZB

connect people to the right answers, features, products

http://goo.gl/Dqoh2

build features and products around the community

http://goo.gl/NTWls

@brianroseprofiles.google.com/bhrose

http://goo.gl/WZTyy