Brian Rose shares how customer support evolved from one-to-one email to leveraging forums that provide more scalable solutions and help build user communities. The team is always exploring new ways to connect with fans and evangelists, and Brian will highlight recent wins. As the community manager on Google’s Picasa team, Brian Rose oversees the Picasa forum to share product news, provide support, escalate issues, and connect Picasa's fans. He loves photography and brings his camera with him everywhere.

1. Community support at Google
Brian Rose
Community manager, Picasa
http://goo.gl/mw3XZ

2. where we were: one to one support
http://goo.gl/83JzK

3. read and responded to hundreds of
messages each week
http://goo.gl/TjTL0

4. email support was inefficient
http://goo.gl/YlmTM

5. where we're at: one to many support
http://goo.gl/S9wuX

6. Google Groups creates searchable content
http://goo.gl/R93LB

7. users find answers faster
http://goo.gl/tUAn5

8. enables passionate users to
share their product knowledge
http://goo.gl/EeBYy

9. more fun for users and for community
managers
http://goo.gl/x2POr

10. trends: areas we want to focus on
http://goo.gl/Q66IF

11. tools are changing faster than people do
http://goo.gl/hs4hR

12. find the right metrics and the tools to
measure them
http://goo.gl/nsB7J

13. "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

14. where we're going: many to many
http://goo.gl/WbikL

15. give our team a face and build
ties with our connectors
http://goo.gl/PvIZB

16. connect people to the right
answers, features, products
http://goo.gl/Dqoh2

17. build features and products around
the community
http://goo.gl/NTWls

18. @brianrose
profiles.google.com/bhrose
http://goo.gl/WZTyy