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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

MVP Learnings: User Groups, Web Sites, and Feedback

Posted Thursday, April 05, 2007 5:21 PM by jledgard
User Groups We do great at participating in our conferences, but we don’t focus on the breadth of developer user groups like we should. One of the better ideas was that we provide “presentation kits” to user groups. We create a topic and a talk with additional Read More...
1 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

Testing Community Based Open Source projects for corporations

Posted Tuesday, February 20, 2007 5:41 PM by jledgard
John's blog postings on testing open source projects where recently picked up by Mary Jo . Not bad PR for the work our team has been doing and good lessons to read if your team is looking at taking components open. Our team has learned many lessons about Read More...
0 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

First two reviews of my Thinkweek paper

Posted Wednesday, December 27, 2006 2:32 PM by jledgard
I've received the first two reviews of my Thinkweek paper. One of them was posted to the paper site ( http://thinkweek2/Details.aspx?subId=1299 ) and the other submitted directly to me. They were both positive and I thank you both. No comments from Bill Read More...
1 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

Live at OCS - A Tour of Innovation

Posted Friday, October 06, 2006 3:03 PM by jledgard
Topic: On the Horizon: A Tour of Innovation Description: What are the most significant trends in social software as we look ahead 24 months? Introductory comments: Danyel Fisher, Microsoft Research Community Technologies Group & Ross Mayfield, Socialtext Read More...
5 Comments

Live at OCS - Online to Offline Interactions

Posted Friday, October 06, 2006 2:00 PM by jledgard
Again, this will be more notes that will grow and change over time rather than time based since it's not a presentation. 2:00: Second breakout session. What are effective ways to mobilize your online community offline? ACLU Problem - People will click Read More...
0 Comments

Live at OCS - Mobile Communities Breakout Session

Posted Friday, October 06, 2006 11:39 AM by jledgard
This is the first of two breakout sessions I'm going to attend. I'm skipping out on the "performance metrics" session since I'm tired of the metrics question. From a conversation last night. "Your performance metrics (for collaboration) depend on the Read More...
2 Comments

Live at OCS - Community Business Models

Posted Friday, October 06, 2006 9:47 AM by jledgard
9:50 Topic: Community Business Models What new opportunities and experience influence current online community business models. Introductory comments: Michael Sherrod, MyFamily.com & Michel Thouati, Lithium Technologies 9:52: Michael from MyFamily Read More...
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