When Trello was acquired by Atlassian, Erica Moss went from being a team of one to a community manager with a supportive and specialized team. With this came the challenge of supporting Atlassian’s Community Leaders program, a group of Atlassian experts that share their knowledge with others. Tasked with taking the community from a Q&A forum to something more, Erica focused on what she thought would keep community members coming back and the “warm fuzzies” that would help community leaders define their tone and new members feel welcome.
And while Erica has grown the Community Leaders program from 60 to 128 members, it’s not quantity that she’s optimizing for. Because Community Leaders are representatives of Atlassian’s products and brand, she’s focused on finding leaders that can speak with accuracy about the suite of products and with a thoughtful tone.
In this episode of Community Signal, Erica talks about what makes the Community Leaders program successful and a value-add for its members. She and Patrick also discuss:
- The different roles on Atlassian’s community team and why specialization is so important
- Foursquare’s 10-year anniversary and why Erica is proud to be a superuser
- The “invisible work” involved in community management and how Erica’s team brings transparency to their work