EXPO GUIDE

GET THE EVENT APP

Download Whova, create a profile, and search “Support Driven” to access the SD Expo app.
RSVP for Community Meetups by ♡ hearting them in the app.

This is your one-stop guide to everything you need to know about Support Driven Expo July 11-12, 2018 in Portland, Oregon.

Get the App
Welcome!
– Code of Conduct
– Registration
– How to Expo
– How to find help
– Important times
– Lunch
– Session feedback
Bonus Activities
– Conversation Corner
– Sharing Wall
– Quiet Space
– Parties and Community Meetups
Transportation and parking
Venue Floormap
Campus Map
Area Map
FAQ

Get the Event App


Mobile app
Expo Europe has an app! Please download Whova to your iOS or Android mobile device now. Once you’ve downloaded the app:

  1. Sign in to Whova to create your profile.
  2. Once you are signed into the app, tap Find My Event / Conference.
  3. Search for “Support Driven.”
  4. Tap Support Driven Expo Europe when it appears to enter the event app.

The app includes the Expo Europe Agenda, speaker profiles, the venue floor plan, and is the primary method we will use to communicate day-of news and updates at Expo.

The app also includes the ability to provide feedback for a speaker session to help organizers and speakers know what’s going well and where we can improve. To review a session, tap the session title on the day’s agenda, then tap Rate.

SD Expo on Slack
Prior to the event, join the #event-sd-expo-europe channel on the Support Driven Slack to ask or answer questions and to get pumped up about Expo with other folks who will be there. Not on Slack yet? Join here.

Hashtag: #sdexpo
The official social media hashtag for Expo is #sdexpo.

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Welcome!


Welcome to Support Driven Expo Americas 2019! We’ve got two days of great content for you, and an amazing community of people to share the experience with.

It’s important to all of us to create a safe, inclusive environment, so we’d like to point out a few key elements of the Support Driven Code of Conduct:

  • The foundation of our community comes from treating each other with respect and courtesy.
  • Be kind to others. Do not insult or put down other participants. Behave professionally.
  • Remember that harassment, sexist, or racist jokes are not appropriate for Support Driven. “Jokes” are often the culprit for Code of Conduct violations. Do not make jokes about gender, sexual orientation, disability, physical appearance, body size, race, religion, and do not initiate inappropriate physical contact or unwelcome sexual attention.
  • Take care of each other. Even if something seems it might be inconsequential, alert Scott Tran, Andrea Badgley, or Elsbeth Flanders if you notice a potential dangerous situation, someone in distress, or violations of this code of conduct whether online or in person.

Registration and badges

At the venue, registration will be at the Support Driven table in the foyer at the Hall Street entrance to the Peter W. Stott center 8-9am. The registration table will be outside the practice gymnasium on the upper level (above the main arena). Volunteers at the registration table will check your name on the registration list and provide you with a blank badge.

We will have a separate badge-decorating table with markers for writing your name and stickers for indicating your interests (B2B or B2C, company size, ticketing system, foodie, drinker).

Badges will be reversible to indicate whether you’re feeling social or need some quiet time. When you’d like to talk to others, flip your badge so that your name shows. When you’d like some quiet time and don’t want to be approached for conversations, flip your badge so that it only shows the Support Driven logo. The lanyards swivel, so this isn’t a perfect system, but if you see someone’s badge flipped to the SD logo only, please acknowledge their badge display and ask if they are in quiet mode before striking up a conversation.

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How to Expo

You don’t need to go to every talk and workshop – also, it’s not possible since there are several of them happening at the same time. Use the app to look through the schedule of events before you arrive or while you are eating or taking a break. Figure out which sessions you want to see the most and star them in the app. Spread out your time between talks, workshops, discussion groups, and breaks.

Speaking of breaks – conferences are exhilarating, but can also be exhausting. Give your brain a break! Grab a spot in the Freshworks Quiet lounge or take a quick walk. Come back invigorated.

Help

If you need help, make your way to the Support Driven table in the main Expo area on the arena floor. You can also use the app to message Elsbeth Flanders, Andrea Badgley, or Scott Tran.

Important times

See the full schedule to find times for community meetups, talks, workshops, panels, Conversation Corner topics, and parties.
Day One, Thursday, July 11

– 8:00 am – 9:00 am: Registration. Coffee and water available.
– 8:50 am – 8:55 am: Opening remarks in the large arena
– 9:00 am: Expo’s first sessions begin!
– 12:00 – 2:00 pm: Lunch. Go out and enjoy Portland food.
– 2:00 pm: Afternoon sessions begin.
– 5:00 pm: Day One is over! See you at 9:00am on Friday.

Day Two, Friday, July 12

– 9:00 am: Morning sessions begin!
– 12:00 – 2:00 pm: Lunch. Go out and enjoy Portland food.
– 2:00 pm: Afternoon sessions begin.
– 5:00 pm: Day Two is over! Thank you for a great Expo!

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Lunch

Lunch is two hours so that you can grab some new Expo friends, get out, and explore the wide variety of foods Portland has to offer, from food trucks to counter service to sit-down restaurants, all within walking distance. Check the Where to Eat page for options.

Session Feedback

We want to know what you think of the sessions! Your input will help us know what content resonated and what we should improve on next year.

We are using the app for session feedback. This allows you to share your thoughts whenever it is convenient to you, including immediately, while everything is still fresh in your mind, or later when you remember “Oh yeah, I wanted to give feedback about that workshop.” To give feedback about a session, take these steps:

  1. Go to Agenda in the app
  2. Go to the appropriate day
  3. Find the session you’d like to give feedback on. Tap that session on your device.
  4. Tap Rate.
  5. Rate the session according to the questions.
  6. Write a few words about your experience with the session.
  7. Tap Submit

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Conversation Corner with Help Scout


Support Driven Expo isn’t just about great talks and workshops. There’s a ton of knowledge and experience inside your head and the heads of all your peers! One of the most valuable things you can do at Expo is to connect with those peers and chat about whatever topics are important to you right now.

That’s why Help Scout is providing Conversation Corner throughout the event!

What is Conversation Corner?
Conversation Corner provides dedicated sessions for conversation: to talk about specific topics on the minds of folks in Customer Support. During each hour of Expo, Conversation Corner will focus on a specific topic. For example, topics at Expo Europe included “Career Paths for Support” and “Data Driven Support: metrics, proactive/reactive.” The idea is that if you have things that you want to be able actively discuss with others, that aren’t being covered in a talk or workshop, or that you want to get a variety of perspectives on, Conversation Corner provides the time and space for that.

Topics will be chosen ahead of time based on suggestions from the Support Driven community. Conversation Corner will tackle one broad subject area per hour, and we will add each hour’s topic to the event schedule so you can plan to attend conversation topics you’re most interested in — leaving a few time slots open for impromptu topic additions, of course.

Sharing Wall with Freshworks


At Support Driven, we want to create a non-judgmental environment where it is safe to be real about what’s hard, what’s scary, what’s challenging about being in Customer Support. When we share nothing but successes, we don’t show the millions of mistakes along the way, the obstacles that we overcome, the doubts we all face, and we end up only showing the shiny finished project, which is likely less than half the real story.

To create that space — to keep things real — Freshworks is making a Sharing Wall possible at Support Driven Expo. The Sharing Wall is a place where we can anonymously post our our “I don’t have my #$*! together” statements. These statements, which all attendees at Expo are invited to write and post on a designated wall at Expo, will help others recognize, “I’m not the only one!” Sharing the things we struggle with allows us to break down the walls of Imposter Syndrome, and helps us remove our masks so we can do the real work of Support.

To post what’s hard about Support to you, look for the Sharing Wall opposite the Support Driven table on the Expo floor. Pen your thoughts on a post-it note that will be available there, and stick it on the Sharing Wall for others to see they’re not alone in their struggles and challenges.

Quiet Space


On the concourse above the arena, Freshworks is providing a quiet area to work and take some downtime. There will be booths and comfy seating, natural light, and green plants to provide a soothing space to take a break. The Quiet Space is on the left when you enter from the Hall Street entrance, or on your right when you come up the stairs from the classrooms and main arena.

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Parties and Community Meetups


Parties

  • Welcome Party hosted by Zendesk: Wednesday, June 10, time and location TBD
  • Happy Hour hosted by Zapier: Thursday, June 11, 5:30-6:30, location TBD

Community Meetups
Hundreds of people from the Support Driven community will be coming to Expo. It’s an opportunity for folks who interact primarily online to gather in real life around common interests like food, coffee, beer, and more. Details for the community meetups are listed in the Expo Americas Schedule. Please RSVP for meetups you plan to attend by hearting them in the event app.

  • The Hike: Wednesday June 10, 3-5:30pm. Starts at World Forestry Center (Washington Park MAX station).
  • Pub Crawl: Wednesday June 10, 4-10pm. Starts at Base Camp Brewing.

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Getting around Portland


Directions from the airport
We recommend taking the MAX light-rail into downtown Portland from Portland Interantional Airport (PDX). Tickets are available for purchase at ticket machines in the airport, and you can board the MAX Red Line from the airport station. Fare for this trip is $2.50 for an adult, and you will need to buy your ticket before boarding the train. Then follow these instructions from the TriMet Trip Planner from Portland Airport to 930 SW HALL ST:

  • Board MAX Red Line to City Center & Beaverton
  • Get off at Rose Quarter TC MAX Station
  • Walk 277 feet to Rose Quarter Transit Center
  • Board 8-Jackson Park/NE 15th to Marquam Hill via City Center
  • Get off at SW 5th & Hall
  • Walk 1/4 mile to 930 SW HALL ST, Portland

In town
Portland is built to accommodate walking, biking, and public transportation: it is very friendly to people without cars. Taxis, Ubers, and Lyfts are almost unnecessary, especially given the central location of Expo: the Viking Pavilion is downtown on Portland State University campus and is accessible by Portland’s excellent and inexpensive public transit. Transit cost is $2.50 for 2.5 hours or $5 all day. The fee includes busses and the MAX light-rail, and nearly every part of Portland is accessible via public transit. We recommend you download the Transit app or use the TriMet Trip Planner for step-by-step instructions for how to get from one place to another using Portland public transit.

Parking at venue
We recommend walking and using public transit as much as possible. Limited parking is available for the Viking Pavilion in Parking Structure 3, at 1631 SW 12th Avenue.

Pick-up and drop-off
The best place for a car, Lyft, or Uber to drop off or pick up at the venue is the corner of SW College Street and SW Park Avenue on PSU campus.

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Venue Layout


Upstairs at Expo: Entrance into building, Registration, Quiet Space, Workshop Rooms 1 & 2

 

Downstairs at Expo: Coffee, Sponsor & Support Driven tables, Sharing Wall, Conversation Corner, Talk and Panel rooms, Workshop Room 3.

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Campus Map


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Area Map



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FAQ

Q. Is there a Wi-Fi password?
No. To access Wi-Fi, use the guest Wi-Fi network and accept the network terms.

Q. What should I bring?
– Your mobile device with the app installed (and an external charger if you have one)
– Money for lunch and transit

Q. What should I wear?
Wear what makes you comfortable. Anything from t-shirt to business casual is normal.

Q. Are there outlets I can use to charge my phone?
There are outlets around the venue, but we’re not sure how much competition there might be for them. If you have an external battery charger you can bring, we recommend bringing it.

Q. Where is lost and found?
At the Support Driven table.

Q. Someone has injured themselves. Where is First Aid?
If it’s an emergency, call 911, then report it at the SD table or to the organizers via the app.

Q. Where can I nurse my baby?
There is a lactation room in the Viking Pavilion in room 245.

Q. Will the talks and workshops be recorded?
Talks will be recorded. Workshops, panels, and Conversation Corner will not. Ticket holders will receive an email 4-6 weeks after the event with instructions on how to access the videos online.

Q. What time does everything begin?
Sessions begin at 9am on Thursday and Friday.

Q. What time does everything end?
Everything wraps up at 5pm each day at the venue. However, there are parties and community meetups on the schedule as well, so be sure to check those out.

Q. What’s the difference between a talk and a workshop?
Talks are 20 minutes and are a speaker presenting information to an audience. Workshops are 45 minutes and are hands-on and interactive.

Q. Can I request a track or topic for next year’s Expo?
Yes! We would love that! We will send out a survey after the event, and there is a question about that on the survey. If you’re afraid you’ll forget your idea, please ping Andrea Badgley or Scott Tran in the event app or via the SD Slack (@andreabadgley and @scott) to request the session.

Q. How do I connect with the Support professionals I’ve met after the conference is over?
Join Support Driven Slack!

Q. How do I find out about other stuff Support Driven does, including upcoming events?
Subscribe to the community newsletter!

Q. I want to present/offer a workshop/volunteer for next year’s event, how do I do that?
We will send out an attendee survey after the event — please let us know on that survey, and be sure to include your name so we can follow up with you about it!
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