Facilitate Knowledge Transfer in Online Communities

re: Facilitate Knowledge Transfer in Online Communities

Norman Diamond — Fri, 23 Mar 2007 04:30:36 GMT

In the ancient history of computers there was a phrase "RTFM".

Suppose, when problems are found for which answers should have been found in MSDN, MSDN would be fixed. Then in the future, it would become appropriate to say something like this very often: "RTFM. TFM has been fixed."

In my experience MSDN has been around 75% accurate. It is a help but not enough. Unfortunately we've seen reasons why it remains around 75% accurate instead of becoming 99% accurate. This attitude needs to be changed. When 6 bugs are reported in 1 MSDN page, don't blow it off with an assertion that the customer acquired http://msdn.microsoft.com/library outside of North America, therefore it differs vastly from the North American version of http://msdn.microsoft.com/library, therefore the customer should pay a support fee to Microsoft Japan in order to report the bugs. And even though Microsoft was polite enough to extend one conversation long enough to repeat that assertion twice in one conversation, politeness isn't enough, the contents need to stop including technical garbage and MSDN needs to be fixed.

Community Facilitates Knowledge Transfer

Rob Caron — Wed, 28 Mar 2007 04:28:24 GMT

Back in August 2005, I wrote a blog post in which I tried to answer the question, What is Community?

Community: Fostering the transfer of Knowledge

Microsoft Dynamics CRM Team Blog — Fri, 30 Mar 2007 18:32:49 GMT

I just read Josh Ledgard's " Facilitate Knowledge Transfer in Online Communities " and had to share it

Community: Fostering the transfer of Knowledge

A CRM Riff — Fri, 30 Mar 2007 18:38:43 GMT

I just read Josh Ledgard's " Facilitate Knowledge Transfer in Online Communities " and had to share it

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

scooblog by josh ledgard — Mon, 02 Apr 2007 09:55:20 GMT

Last week 761 developer customer questions were answered in our online communities by members of our

9 Challenges to Making Product Support Transparent

scooblog by josh ledgard — Thu, 12 Apr 2007 00:27:46 GMT

Your customers have greatly evolved since the previous internet bubble, while most company’s customer