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Merging Humans with Tools to Slow Down Trolls

Posted Tuesday, May 15, 2007 1:40 PM by jledgard
This was a great read that I found through Seth Godin's blog . Troll whisperers aren't necessarily very good at hacking tools, so there's always an opportunity for geek synergy in helping them to automate their hand-crafted techniques, giving them a software Read More...
0 Comments

9 Challenges to Making Product Support Transparent

Posted Wednesday, April 11, 2007 2:27 PM by jledgard
Your customers have greatly evolved since the previous internet bubble, while most company’s customer support models have not grown with them. New, “Web 2.0” paradigms for content creation, publication, syndication, and consumption bring with them an Read More...
5 Comments

Overheard from the MVPS: More specific Feedback on Forums and Other channels

Posted Wednesday, April 11, 2007 11:07 AM by jledgard
This is the last of the notes i took at the Summit that I was able to actually write down. On Forums… “After posting an answer to a question there should be a link that goes directly back to a the filtered “unanswered” page you started from instead of Read More...
2 Comments

Customer Support in Communities; From 0 to 761 in a Year

Posted Sunday, April 01, 2007 11:55 PM by jledgard
Last week 761 developer customer questions were answered in our online communities by members of our customer support staff. These are the folks helping to bridge the knowledge transfer gap for .NET 2.0 and 3.0 that I talked about last week . The effort Read More...
3 Comments

Facilitate Knowledge Transfer in Online Communities

Posted Thursday, March 22, 2007 11:44 AM by jledgard
I'm often asked how products teams can best participate in their online communities. It would be simple to say "go talk to customers" and be done with it, but you can have a more targeted approach than that. They key to successful support communities Read More...
6 Comments

Nobody Reads Your Internal Site

Posted Thursday, December 28, 2006 4:10 PM by jledgard
I hate to be the one to tell you this, but it's probably true. You know that slick site you put together on the intranet? The one you spent time brainstorming about so that every bit of information conveys what you want your teams to know. The one you Read More...
10 Comments

My Thinkweek: The Evolution of Customer Support

Posted Tuesday, December 19, 2006 11:44 AM by jledgard
I've been doing a lot of writing lately. All that extra keytapping, however, was going towards a Thinkweek paper that was submitted just thirty minutes prior to the deadline at 4:30pm yesterday. My paper, entitled "The Evolution of Customer Support", Read More...
2 Comments

What if the MSDN Forums where based on Live QnA?

Posted Wednesday, November 15, 2006 8:26 PM by jledgard
Just indulge my thought experiment here. This is not a commitment or even a direction, but more of a... "brain fart" if you will. What if the MSDN Forum site, instead of forum like, was more live QnA like? What if we just used Live QnA? If you haven't Read More...
7 Comments

Building Live QnA Gadgets

Posted Monday, September 18, 2006 3:47 PM by jledgard
Betsy has a great post on how to build live QnA gadgets. Live QnA is a question-and-answer service that emits data in XML format (RSS). While we do not offer at this time a specific API beyond the RSS feeds that you can generate from search, you will Read More...
0 Comments

Improving the fidelity of the Mark as Answer button

Posted Thursday, June 01, 2006 10:46 AM by jledgard
Joe beat me to the punch by blogging about the brain fart I had yesterday about adding some fidelity to the answer flag on forums to boost post rankings. We > Me: Joe Morel's Blog : Finding the Good Stuff on the Forums . The idea that Josh proposed Read More...
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We’re Gonna Need a Bigger Boat: The Race for Conversation Search

Posted Wednesday, May 24, 2006 9:16 PM by jledgard
Yahoo, Live Search, Ask.Com, Technorati, Feedster, and even Google are all missing a boat. Not one of them offers a true conversation search. I’m not talking about a link ranked blog search. I’m not talking about Usenet search. I’m also not asking for Read More...
2 Comments

Good hire by Sandy & Crew... Yag goes to work on Communities

Posted Friday, May 05, 2006 9:32 AM by jledgard
Yag, a fixture in the foxpro/data community, has decided to take on the challenge of architecting community platform infrastructure at Microsoft. This means that he’ll get to hear at lot more of my griping and brain farts than he did when he was Read More...
4 Comments

Personas don't review specs... People do

Posted Monday, May 01, 2006 9:43 AM by jledgard
I've spent a lot of time bloviating on the Mort vs. Elvis thing. I got confused once, and thought I was an Elvis. Not really understanding what an Elvis is, I accidentally identified with the Elvis persona and championed the Elvis cause. I feel dirty. Read More...
9 Comments

More on rich online developer profiles from joe

Posted Wednesday, April 26, 2006 11:23 AM by jledgard
Joe Morel's Blog : Forums Reputation Phase 3 – Profiles . I used to think that rich profiles were dumb—that they were really only something that were only used by teenagers hell-bent on getting the latest and greatest AIM virus. Then I saw Read More...
0 Comments

Why Enable Broad Community Owned Moderation?

Posted Friday, March 31, 2006 10:12 AM by jledgard
We get some push back from folks who worry about handing over control of our communities to the community itself on http://forums.microsoft.com/msdn . I personally believe it's vital to our success that we trust the community to have control over it's Read More...
5 Comments
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