Allison Leahy - How To Grow and Scale A Global Community Team

Growing and Scaling a Global Community Team

Fitbit proprietary and Confiden0al 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

Background


No documenta0on, new team, no worries!


•  Documenting your org structure through personnel heat maps

•  Organizing your communications with distribution lists

•  Creating feedback loops •  Sharing wins!

The Prac0cal and Relevant


A Winter Deluge


Personnel Heat Mapping


Personnel Heat Mapping 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


Personnel Heat Mapping 1.  Start with a coverage clock –

24 hours is ideal 2.  Standardize to one 0me zone 3.  Create a color-‐coded key with


4.  Display local 0mes

Local: NOW=() Site 1: =Cell#+TIME(hours, minutes, seconds) Site 2: =Cell#+TIME(hours, minutes, seconds)


1.  Start with a coverage clock – 24 hours is ideal

2.  Standardize to one 0mezone 3.  Create a color-‐coded key with


4.  Display local 0mes 5.  Collect schedules 6.  Add schedules as a

progression throughout the day by role/site



1.  Start with a coverage clock – 24 hours is ideal

2.  Standardize to one 0mezone 3.  Create a color-‐coded key with


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!



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 look at our Social Advocate role over 24 hrs.


Distribu0on Lists


Feedback Loops

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


Feedback Loops

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


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

Feedback Loops


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


QUESTIONS?!

Allison Leahy - How To Grow and Scale A Global Community Team

Marketing

Transcript of Allison Leahy - How To Grow and Scale A Global Community Team