'We'd created this sprawling mess of documents that were not connected.'
For Mac Reddin, building a remote community is not just an ideal, but a day-to-day practice.
His interest in the topic came naturally. As a teen, he'd frequent the forums of RuneScape, moderating conversations with gamers from around the world. And his first company, founded just a few years later, was a community built on top of Minecraft.
Now as CEO of Commsor, a platform for community leaders, he's sharing his expertise with businesses who want to do the same. "The B2B and B2C world over the last decade is catching up to something that has been very native to the gaming space for three decades," he said. "Of course, you can play games with people that are all over the world. That's, like, the whole point of the Internet."
Mac had no trouble drumming up demand for a tool he calls "the operating system for communities."
"What Hubspot is to marketing and SalesForces is to sales, Commsor is to communities. We take all of the places where companies’ communities, broadly speaking, interact with them - social media, forums, Slack channels, events, newsletters, etc - and put them all into one tool," Mac says. "In the past, companies sort of shouted at their community through TV ads and billboards, with no way for the community to answer, other than buying or not buying. A newer approach to community allows for dialogue."
Since its founding in late 2019, Commsor has scaled rapidly. By the time of publication, the company had 56 employees and a $450 million valuation.
Mac works hard to keep pace with the needs of his customers, as well as his own growing team. Not only does Commsor have a Head of Community, but also a Head of Community-Led. The latter's job is to help individual employees at Commsor find communities that fit their professional niche.
But rapid scale can be messy. Especially when it comes to keeping track of internal communication.
When Commsor first launched, Mac was using Notion for personal documents. A team workspace was created there, team members got added as they joined, and by default, Notion became the home for team knowledge.
"When you're five, eight people, communication just kind of happens," Mac reflected on their early use of Notion. By the time the team expanded into various departments, they had a knowledge management problem. "We were realizing we'd created this sprawling mess of documents that were not connected. I kept calling them 'orphan documents.' If you lost the link, that document was gone forever."
Commsor's remote philosophy did not come out of necessity, or from the turbulence of 2020. Remote has always been a part of their DNA. It all goes back to those early gaming days: collaborating on complex projects from various distances and timezones is a feature, not a bug. But the team needed a tool, and a process, that shared that philosophy. A second brain for their team that didn't make them think twice.
"We're very much on that distributed end of remote versus 'remote and happen to be in the same city or same time zone.' As a result of that, we're definitely very much the async-first, written communication-first style of remote work," Mac said.
Commsor needed an app that would suit their way of working and wouldn't disrupt their flow. But they didn't want to fall into the trap of using the first tool they set their eyes on. They were drawn to the features of a variety of apps, and figured the best way to find out was to try them all out. There were only a few bumps along the way.
At first, the search for a knowledge management tool was a bit like wandering through the woods. They had heard good things about Coda, and decided to migrate all their existing documents there. But the various functionalities, such as the ability to build micro-apps within a document, were a bit too complex.
"It was not a documentation tool anymore. It was this tool that required a lot more active work and management to set up," Mac said.
They went through several other options. They considered going back to Notion, or switching over to Almanac. They developed an internal process for testing and reviewing tools. "We actually went through and tried all the tools, looked at them, experimented with them. And obviously ended up picking Slite."
As their research went on, the tools themselves didn't change, but their needs became clearer. As Mac put it, "It was an unintentional, to intentional, to very intentional story."
Commsor's decision to use Slite came back to the desire to match their asynchronous remote workflow with a tool that understood that intuitively.
"Knowledge management is less of a feature thing, and more of a philosophy thing. There [are] a lot of subtle things that aren't really features. Everyone has a slightly different philosophy on knowledge structure and document structure. And sometimes there's an element of one feels right, fits your team, makes sense and aligns with your own philosophy for documentation and knowledge bases."
Mac said that the biggest green flag came from someone using Slite to write. "One of those professional writers on our Content team basically was like, 'I like writing in Slite. I would actually prefer to write here than Google Docs.' We were like, 'All right, that's good.' That's a pretty good sign."
Philosophy can only get you so far. So how does Commsor actually carry out its day to day work in Slite? They structure their workspace intentionally, of course.
Here's the breakdown:
Slite Discussions has also become a key part of daily workflow for Commsor as well. Some ways they use Discussions:
They even held most of their recent company town hall via Slite Docs and Discussions. All presentations and topics were addressed in a document, so that the meeting time was only used for a live Q&A. Mac even wrote a blog post about why this remote method for town halls was such a success. In short, it helped everyone prepare better beforehand, and created an environment where conversation could flow between everyone who wanted to speak.
While the path may have been winding, Mac is glad to have finally found the right fit when it comes to Commsor's documentation and knowledge management. The greatest lesson is to not go for the default or easiest option. He cited the old adage, "measure twice, cut once," when it comes to choosing the right way to work.
"It might take a little bit longer up front. But the more we move deeper into async work, the more we find that things are faster. 99% of decisions in a company are not fire alarms. Giving people more space to actually do their work means that things actually [move] even faster."
We couldn't agree more.
Melanie Broder is on the Marketing team at Slite, where she works on all things content. She helps Slite users gain new skills through guides, templates, and videos. She lives in New York City, where she likes to read novels and run loops around Central Park.
Clara Rua is on the Design team at Slite. She juggles with all the Slite's brand codes to make our values and beliefs come to life in illustrations, projects, and visuals, amonst other things. You can find her cycling, surfing, pottery making, jump-roping, yoga-ing from the south of France to the Moroccan west coast.