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SF Meet Up: Community Managers

Brief presentations from Jana Hanavan, Ashley Whitlatch, Zsofi Goreczky, and Susannah Shattuck at the SF Community Manager Meetup August 2014
by

Ashley Whitlatch

on 20 March 2016

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Transcript of SF Meet Up: Community Managers

SF Meet Up
Community Managers
The KEY
to Building COMMUNITY
Building Global Engagement in EDU & Business Communities
Social Media at Prezi
Budapest, Hungary
Fellowship
up to 3 weeks
Power week 2X
Founders
Dream Dinners
Values & Community
QUANTITY
vs.
QUALITY
Don't be something for everyone; be everything for someone.
ENGAGED COMMUNITY
Meet your audience where they are.
Listen to what they have to say.
Empower them to share their stories.
"Prezi for Professionals"
BUILDING AN
Large audience, low engagement
Targeted audience, high engagement
Business Users
SUPPORT
PROACTIVE LISTENING
ROI OF SOCIAL MEDIA?
WHAT IS THE
Zsofi travels to San Francisco
EXPERTS
AMBASSADORS
EDUCATORS SOCIETY
exclusive
global community programs
My journey at Prezi
problems
questions
ideas
announcements
for a month:
champion
employee
after a month:
USERS
knowledge base
EMPLOYEES
CHAMPIONS
Prezi Support Community
YEAR
Workshops
Grassroots Marketing
Content Creation
32 countries
YEAR
THREE
ONE
WHAT THEY DO:
I


Prezi
why ambassadors?
But let's go back in time
What was the need that drove Prezi to consider community?
receive feedback
have constructive conversations
help users
What about Prezi’s culture and/or its customer base that makes community a great option?
development is feedback-based
We listen
We consider user feedback
We wanted a platform where:
discussions
peer-to-peer support
with the help of the
Champion program
BUT! We had to realize:
people need a
knowledge base
Support Team monitors
question - content
Support Team needs to be present
while there is still peer-to-peer support
we also have Support Reps present
promote good answers
monitor the most frequently asked questions and taylor content pieces accordingly
close and archive old, out-dated issues
HOUSEKEEPING
What else do we use our forum for?
Number 1 communication channel with non-paying users
Future plans
Redefine the champion program
motivate 'heavy' Prezi users to share their ideas, knowledge
resource for hiring
build relationship with acive, helpful, talented Prezi users
Peer-to-peer?
people share ideas, comment on each others'
solutions, workarounds,
shape the feedback Support provides the product teams with
show issues, questions from a different perspective
Users often come up with creative, smart workarounds
Prezi Español
Prezi em Português
Support the users throughout the whole journey
Share ideas and become better presenters
Getting started with Prezi
Having smart people on the forum
Create an environment where people can become more confident users
Share their prezis, best practices, success stories
also making sure that users can find the answers to their questions
product
user
community
support
This is cool!
FIVE
tips for making these programs successful
WEBSITE TRAFFIC
Facebook
Blog—20,000/month
THIS CONVERSATION IS HAPPENING WITH OR WITHOUT YOU.
The last app you downloaded..
We Tracked:
New users,
New prezis,
Virality of prezis
RESULTS
We've built meaningful partnerships that continue to bear fruit for Prezi
Contests
Hashtags
Appreciation

RAISE AWARENESS,
TURN USERS INTO FANS.
community management platform
keep in touch with the users
Full transcript