Merging Humans with Tools to Slow Down Trolls

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 force-multiplier for their good sense. For example, Teresa invented a technique called disemvowelling…

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9 Challenges to Making Product Support Transparent

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 enormous innovation opportunity for businesses needing to talk directly to millions of customers. Because of this gap between customers’…

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

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 just back to the forum. “…

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MVP Learnings: User Groups, Web Sites, and Feedback

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 materials that could be distributed to a network…

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

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 also represents a shift in our support strategy to start broadening the reach…

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Facilitate Knowledge Transfer in Online Communities

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 is facilitating knowledge transfer between those with product expertise and a customer…

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Meet up at the MVP Summit? Call Josh

I work on the Developer Division Customer connection team. I have no MVPs. There’s a bit of irony to that. This means that it is very hard for me to schedule ANY official time with MVPs at our annual MVP summit. What I can do is steal your unofficial time to talk about developer communities,…

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Having an open mind towards leaks

Recently a blog post was made by a Microsoft employee who was excited about the new team he was joining. His post hinted at the new product by mentioning the potential competitors.  Probably something that sholdn’t have been done, but I don’t really feel that it should be big news that we would be working…

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Ship It

Scoble is right.  All the research, value proposition positioning, and market playbooks can’t save you from looking like a copycat.  Waiting that extra year or even months to perfect something for the web certainly doesn’t win you any customer mindshare. The read write web means that people become more invested in a web site.  If I’m…

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Testing Community Based Open Source projects for corporations

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 the open source world since we released our…

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