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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

Tips on Motivating Your Team to Engage with Customers

Posted Tuesday, May 01, 2007 1:35 PM by jledgard
I was on a thread where a dev lead asked if anyone had tips to share on motivating his team to engage regularly with customers through blogs, forums, etc. Paul Yuknewicz shared a great set of tips that I'm republishing with his permission. Get the team Read More...
2 Comments

Does Amazon Ship the Best Social Software on the Web?

Posted Tuesday, April 24, 2007 11:28 AM by jledgard
Yes, Amazon has the best social software on the web. They've been quietly innovating for the last couple of years and it is unfortunate that people just think about their amazing catalog of user reviews and don't think of them as an innovation hub for Read More...
3 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

Google makes your code prettier

Posted Friday, March 23, 2007 9:21 AM by jledgard
Something I'd love to see Microsoft do more of is small, simple, solutions to annoying problems that would delight customers. Here is a perfect example. Google Gode Prettifier A simple Javascript and CSS file, the Google Code Prettifier makes syntax highlighting Read More...
4 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

Great tips on ramping up online user communities

Posted Thursday, March 22, 2007 9:20 AM by jledgard
There is truth in every recomendation from the following post. Source: Creating Passionate Users: User Community and ROI In Building a User Community Part 1 we talked about the importance of not only a strict "There Are No Dumb Questions" policy, but Read More...
1 Comments

Forums are now as simple as a widget

Posted Wednesday, March 21, 2007 9:16 AM by jledgard
The interesting thing is that the same forum could be hosted in different widgets on different sites if I read the post correctly. Freewebs continues to add to their widget catalog with their new forums widget. This customizable plug-in is available for Read More...
0 Comments

More Talk About Points and Reputation

Posted Tuesday, February 20, 2007 1:18 PM by jledgard
Brain, a PM on the forums.Microsoft.com site, discusses the element of adding game like systems into discussion forums. While over at the www.asp.net site they've recently created a new point system. What do all the web dev guys think about their system? Read More...
0 Comments

Good Comments about the Virtual Forum Economy

Posted Monday, February 19, 2007 10:40 AM by jledgard
Feels like this concept is more tested than I imagined. There are some good comments from the post I made last week . I also got an offline pointed to this presentation: http://shufflebrain.com/etech06.htm This covered a lot of the concepts that I'd been Read More...
0 Comments

A Virtual Economy for Forums?

Posted Friday, February 16, 2007 3:00 PM by jledgard
While I was in China the forum engineers pointed us at some of the more popular forums. These forums had an interesting Virtual economy. Rather than simply rewarding points for participation users could also exchange their reputation between one another. Read More...
9 Comments

How do you take your developer support?

Posted Thursday, January 04, 2007 8:41 PM by jledgard
This is an interesting thread that shows the search habits of folks on C9. What stuck out to me was that it shows that no search should be inclusive by default. Meaning that the forum search should also be searching other relevant content on MSDN like Read More...
3 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
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