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Scott Holm

I agree with this post completely, thank you for writing it Richard. I work for an online education company and I recently completed a community project which is designed to primarily serve our clients. We have a (good) problem - growth over the last several years has been around 20-30%, but we haven't been able to scale our support teams to support that growth in clients. We're moving to shift our model to rely more heavily on self-serve support via our community - clients can find the resources they need, and if they still need help, they can ask a question. This way, either our support team, or other clients, can provide an answer. For us, the community will likely always be small (1,000-2,000 users), but if we can effectively get our clients using the site for support & collaboration, our operational costs will be greatly reduced. For this reason, I am not concerned about it becoming a large, publicly-facing community, but rather a smaller, focused and successful 'niche' community.

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