AT A GLANCE: Franchisees want to communicate with each other and share resources and best practices, but they don’t always want franchisors steering those conversations. The North American Association of Subway ® Franchisees (NAASF) recognized this communication challenge and set out to develop a better system for its franchisees to gather and share knowledge. Moving from In-Person to Virtual “Town Hall Meetings” NAASF realized its franchisee members wanted to collaborate in a private space that was easy to navigate and quick to participate in. In NAASF’s early days, it used a basic website and email campaigns to reach out to members. The website included rudimentary discussion boards, but the platform posed a challenge for categorizing topics, and members were frustrated by

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