Community management on a product team – vox product blog electricity transmission costs


The community team is a relatively new addition to the product team here at Vox Media—we’ve been around for a little over a year now—and as the team’s director, I get a lot of questions about who we are and what exactly we do. We’re going to write more about our work here in the year ahead, so I wanted to start off by sharing an overview on what our team is all about.

In short, the community team exists to advocate for the whole community of people who use the Chorus publishing platform: Vox Media editorial teams, our Chorus customers, community contributors, and audience members. gaston y la agrupacion santa fe It’s our job to make sure everyone has the resources and support they need to use our platform successfully. That work covers five main areas: user support, documentation, education, communication, and advocacy.

User support is the foundation of all that we do. grade 9 electricity test We think of it as the front-line of both relationship-building and user research. wd gaster battle Each support interaction is an opportunity for us to talk with our users, learn more about what they’re trying to accomplish with the platform, and identify where things are working well and where we might need to make improvements. Earlier this year, we even created new community guidelines for support requests that outline how we can best work with our users to resolve issues they encounter and incorporate the feedback they share.

Often, our conversations with users help us uncover bugs. Sometimes we’re unearthing some unexpected dependencies in our codebase, where changing one thing over here throws something off over there. gas equations chemistry Other times, we run into areas where something external has changed: a browser gets updated, an integration is deprecated, or a service the platform relies on goes down.

If you’ve ever had literally any kind of support or customer service interaction, it’s because you had a question or an issue that you couldn’t solve on your own. gas 99 cents You probably tried to fix things yourself, and put off sending an email, starting a chat, or picking up the phone. Fixing things things takes time, and asking for help isn’t always easy.

To achieve that, we offer training sessions on the Chorus platform. Training shows users how to get their work done and accomplish their goals with the tools at hand. It also helps people learn the ropes in a safe environment, and provides lots of opportunities to ask questions about how things work, or why something has been built in a particular way.

Like any good product team, we ship updates and new features all the time, so it’s not enough to offer training for new users once and send them on their merry way. If users are going to make the most of our platform, they need to be well-informed on all Chorus has to offer. 7 gas laws That’s why we share regular updates on what’s new with Chorus in launch announcements and release notes.

At the same time, we advocate for the platform and share details on product decisions with users. We can’t always promise a particular feature on a specific timeline, and there are times when we can’t accommodate certain requests at all, but we can ensure that users have the information they need to make decisions about how to approach a story, project, or workflow. Stay tuned

That’s what community management looks like on the product team here at Vox Media. Watch this space for more updates from the team—we can’t wait to share our work with y’all! In the meantime, if this sounds interesting, if you have questions, or if your team does something similar, I’d love to hear from you! You can find me on Twitter at @eyemadequiet.