Structuring Community During Exponential Growth
You've experienced the goal of many platforms - unchecked exponential growth in your user base. People have a genuine passion for your product and that passion is rapidly expanding organically. But what does this mean for your internal Community team? As your user base scales, how do you also scale internally to ensure that things like tone, response rate, and engagement remain consistent and a company-wide priority?
Hear various approaches to establishing the organization, process, and priorities of Community teams at scale from team members at SoundCloud, Kickstarter, Instagram, and Airbnb.
Brendan Codey is the Community Evangelist at SoundCloud, the world's leading audio sharing platform. As an avid believer in empowering creativity, he drives user engagement by amplifying the incredible ways creators are using SoundCloud, bringing their stories to a global audience.
Head of Community
Cindy Au is Head of Community at Kickstarter. After receiving her PhD in English Literature from the University of Wisconsin-Madison, Cindy joined Kickstarter in 2010 where she oversees the support, development, and growth of Kickstarter's community of creators and backers. Previously, she has worked as a writer and teacher covering topics in games and comics, and continues to work closely with both communities on Kickstarter. She currently resides in Greenpoint, Brooklyn and loves game night, pie, and corgis.
Jenna Meister has been exploring the world since she quit her first job, leaving the corporate world in favor of finding adventure in far-flung locales throughout Asia and Latin America. Embracing the opportunity to change the way people travel, Jenna joined Airbnb in 2011. Over the past two years, Jenna has developed community and educational programs on a global scale. Currently, she leads a team of community managers across 5 continents focused on building a self-organized, sustainable community of Airbnb hosts and travelers.