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?
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 decided to highlight some of the things that we think are new and notable in the world of KCS and KM. KCS practitioners get industry […]
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 and community leaders trying to grapple with page after page of bar charts, line graphs, and tables, unsure what to pay attention to, and unsure […]
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 love. 1. In a recent installment of his Eye on Service blog, John Ragsdale tells a sad story that’s all the sadder because it’s so […]
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 communities won’t work for us. We have a policy that our customers are not to talk with each other.” He said this matter-of-factly, so I […]