Forum Con - Brian Rose - Community Support at Google
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Transcript of Forum Con - Brian Rose - Community Support at Google
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Community support at Google
Brian RoseCommunity manager, Picasa
http://goo.gl/mw3XZ
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where we were: one to one support
http://goo.gl/83JzK
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read and responded to hundreds of messages each week
http://goo.gl/TjTL0
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email support was inefficient
http://goo.gl/YlmTM
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where we're at: one to many support
http://goo.gl/S9wuX
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Google Groups creates searchable content
http://goo.gl/R93LB
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users find answers faster
http://goo.gl/tUAn5
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enables passionate users to share their product knowledge
http://goo.gl/EeBYy
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more fun for users and for community managers
http://goo.gl/x2POr
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trends: areas we want to focus on
http://goo.gl/Q66IF
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tools are changing faster than people do
http://goo.gl/hs4hR
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find the right metrics and the tools to measure them
http://goo.gl/nsB7J
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"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
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where we're going: many to many
http://goo.gl/WbikL
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give our team a face and build ties with our connectors
http://goo.gl/PvIZB
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connect people to the right answers, features, products
http://goo.gl/Dqoh2
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build features and products around the community
http://goo.gl/NTWls
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@brianroseprofiles.google.com/bhrose
http://goo.gl/WZTyy