Revolutionizing Customer Education: Atlassian's Bold Efforts
The webinar "Tearing Down the Walls" highlighted Atlassian's ambitious initiative to transform their customer education programs. It, led by Marshall Lee, Director of Customer Education, aims to break down traditional barriers and democratize their learning ecosystem. As Marshall aptly stated, "By tearing things down, we've been able to rebuild our learning ecosystem with community at its core."
Atlassian sheds light on intertwining education with community networks, thus ensuring that learning isn't confined but reach millions, aligning with user needs. Their proactive integration empowers users to engage in co-creating educational content—an endeavor that has boosted community-led classes exponentially. This shift underscores their commitment to creating a vibrant learning community.
"We're really seeing what happens when we empower our community members to co-create with us."
— Marshall Lee
From Fee-barriers to Free-access
A bold move by Atlassian was transitioning from charging for courses to making them free, dramatically enhancing engagement. Marshall emphasized the impact: "Removing the paywall was necessary; $1 would still pose a barrier." The shift facilitated greater access and participation, aligning with the company’s mission to enhance user engagement and adoption.
In an innovative stride, Atlassian utilizes social media for distributing learning resources. Kevin's YouTube-first strategy led to exceptional engagement, showcasing the synergy between social platforms and educational outreach. This fresh approach helped clarify initial confusions, thus preparing users for a more in-depth learning experience.
"Our content on social platforms wasn't designed for those spaces. We learned that a 'YouTube-first' approach significantly boosted our engagement and reached new users."
— Marshall Lee
Strategic Partnerships to Scale Learning
Forging strategic partnerships allows Atlassian to scale its training reach without diluting the quality, crucially bridging global educational demands. Working with external training partners has become an effective way for Atlassian to manage a globally dispersed user base, thus scaling the educational impact significantly.
Designing for Scalable Impact
The session concluded with a forward-looking approach, envisaging learning as a scalable, interruptible experience tailored to user needs. Their focus remains on ensuring that users can control and customize their learning pathways, thereby increasing the overall educational impact and fostering a robust community education ecosystem.