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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

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

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

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

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
 
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