It’s great that we can communicate through social. But it raises a question: how do we measure the effectiveness of social media for support?
2012 Kickoff: What's Happening in KM and KCS
I was going to do a “New Year’s Resolutions for Knowledge Program Managers” blog post, but really, it’s the Tuesday after New Years. Who wants to be nagged? So I […]
Six Simple Measures for Community Managers
Not long ago, it seemed like there weren’t any reasonable measures for the health and effectiveness of communities; now it seems like there are too many! We often see eSupport […]
Sometimes we find so many good things that we can’t help but stand back and let others speak. This is one of those weeks. So, without delay, some links we […]
"We Have A Policy"
At a workshop I did recently, the subject of customer communities came up. One participant—who had been making insightful and well-informed comments all day—stunned the room when he said, “Customer […]