Overview
In this case study we dive into the transformation of Draper Startup House (DSH), a high-growth chain of startup hostels. Facing a surge in growth prior to COVID, DSH needed to solidify its community operations.
We'll explore how we tackled this challenge through strategic initiatives, fostering a thriving global network for entrepreneurs. From systemizing processes to building a dedicated Slack community, this story showcases how DSH harnessed the power of community building to navigate challenges and empower its members.
Challenge
Growing Community During a Pandemic
Originally known as Tribe Theory (prior to being acquired by Tim Draper), this business was in dire need of improved processes and organization. Its founder, Vikram Bharati, sought to bring order to the chaos of its growing community operations. The company recognized the importance of having a good onboarding experience and the value of someone leading their community teams across the globe, as the heart and life of these spaces.
Implementation
Faiā streamlined global communication & empowered DSH's Community Managers
Training Programs for Community Managers
Set up to equip community managers with the necessary skills to manage the online community effectively
Internal Communication Tools:
Tools to streamline communication among staff across the globe, including Notion, Slack and WhatsApp
Standardized Operations:
Procedures to ensure consistent practices across the organization
Company-wide OKRs:
Objectives and Key Results (OKRs) to set goals and track progress for the entire company
Notion Training:
Training on Notion, a project management tool, to improve team collaboration and documentation
Lightweight CRM system:
A customer relationship management (CRM) system (via Notion) to manage interactions with community members
Slack Community:
Inception of the Draper Entrepreneur Network (DEN), an online community (via Slack) to connect entrepreneurs globally.
Community Playbook:
A guide for Community Managers that outlines best practices and procedures
Results
Improved Community Health & Engagement
Enhanced Staff Skills: Training programs boosted the skillset of the community management team, allowing them to manage the online community more effectively.
Successful Brand Transition: Smooth brand transition from Tribe Theory to Draper Startup House, due to improved communication and standardized processes.
Global Social Media Management: A more coordinated and consistent approach to managing social media channels across different locations.
Thriving Online Community: The creation of the Draper Entrepreneur Network (DEN) on Slack fostered a vibrant online community with over 3,100 members
Community Engagement & Benefits: The DEN provided valuable resources like a jobs board, event lead generation, city-based gatherings, investor connections, and mentor connections, indicating strong community engagement.
Improved Employee Onboarding & Communication: Training programs and internal communication tools likely facilitated a smoother onboarding process for new hires and better communication flow across the company.
Inspiration for Draper Startup House (DSH)
Introduction to Tim Draper: Tim Draper is well known for being a forward-thinking investor who backs disruptive technologies. DSH’s focus on fostering a vibrant startup ecosystem echoes Draper’s strong advocacy for entrepreneurship.
Adoption of Strategy: As the Fractional Head of Community for first Tribe Theory, then DSH, George Siosi Samuels led efforts to successfully deliver a whole suite of community-driven programs, contributing to the successful transition into DSH with improved operations, employee performance, brand growth and successful community building.
Specific Implementation: George implemented training programs for community managers, a dedicated Slack community (Draper Entrepreneur Network), and a standardized playbook to ensure consistent practices across the organization.
Impact & Feedback
Draper's triumph
Draper Startup House found itself in a whirlwind of growth. To keep pace without losing its soul, they turned to Faiā, a company with a keen eye for community. Our plan for success was simple, yet brilliant.
First, we transformed ordinary people into community-building superstars. Our training programs weren’t just classes; they were boot camps for creating connections. Next, we built a digital watering hole: the Draper Entrepreneur Network (DEN). This vibrant online community became the heart of our operation. Finally, we created a playbook, a step-by-step guide to making every interaction count.
The results were nothing short of spectacular. Over 3,111 entrepreneurs found a home in the DEN. Social media turned from a chore into a conversation. And our members reaped the rewards of job boards and mentorship magic.
It’s a testament to the power of people. By investing in our team, we invested in our community. And that’s the secret ingredient that turned DSH into a community-building powerhouse.
Conclusion
The Draper Startup House is a great example of how to build a community from scratch. With a simple, yet powerful recipe, they transformed a disparate group into a thriving ecosystem.
First, they armed their staff with the tools they needed to succeed. Intensive training turned ordinary people into community-building experts. Next, they created a digital home for their community: the DEN. This online gathering place proved to be as essential as a physical one. Finally, they developed a clear playbook, a step-by-step guide to community management.
The result? A community that buzzes with energy and opportunity. It’s proof that with the right ingredients - smart people, effective tools, and a clear plan - you can create a community that not only survives, but thrives.