Who are you and what do you do at Behance?
I’m Mell, a Community Manager here at Behance. The community team is responsible for listening to and communicating with our members, so I spend my days promoting amazing work created by our members on social media and blogs, answering questions on our support channels, and working with our dev and design teams to pinpoint and solve issues that arise in the community.
What are three desktop tools you can’t live without?
1. Excel. Data is so important to evaluating and escalating problems, so Excel is my go-to for making sense of all the numbers behind our community. I don’t know what I’d do without pivot tables!
2. HipChat. I’m in constant communication with the community and development teams, and HipChat keeps me connected and cuts down a ton on redundant email and catch-up conversation.
3. ZenDesk. It’s the hub of all our support channels. I use it daily, so I’m always tweaking it to keep it organized and optimized for our team — I even went to ZenDesk boot camp last fall!
What have you worked on recently that you’re extra proud of?
I set up a categorization system for all our support tickets so we can track more precisely what types of questions we get from members. It lets us keep tabs on potential problems and advocate for changes based on community feedback. Plus, it’s generally a great archive for tracking how our community reacts to changes.
What do you listen to while working?
Motown–Stevie and Smokey are favorites–and anything fun and high energy gets me in the right groove. I also listen to a lot of NPR podcasts–Alison and I are always trading recommendations. This American Life, Radiolab, Snap Judgement are the perfect background. I’ll usually listen to an episode over again on the commute home to actually pay attention to the stories.
Who is one of your favorite creatives to follow?
I love seeing new projects from Michael Doret – each one has its own story behind the process of creation. My favorite is the Behind the Knicks Logo project – it combines sketches with an interview he did, so it’s basically an oral and visual history of a New York sports icon.