Re: So how do you measure Social Networking ROI, for product support?
Larry Bietz 270001JUVU email@example.com Tags:  portal_tools tivoli-support tivoli service-management 827 Visits
Social networking support is less formal in many ways, and the tools for measuring these things do not exist. We also confirm entitlement for confirmation of product license, to establish verification of the time, labor and testing that is done to isolate and validate results. In this way we confirm that the solution provided is known to be a complete answer that works.
Product assistance from forums, blogs, wikis are not to be considered formal support, but can be very efficient in providing a more casual exchange that of course is inclusive to a larger audience of clients and their interaction. It is the collaboration in discussion that offers the unique benefit and value.
We need to collect input from customers about the types of product situations they are able to share in a public exchange, and examples that will define how a support focused social networking area should be grouped. As an example, we have Developerworks forums today that are used extensively, very much driven by the end users. We have Developerworks wiki's that are not updated by the customer, but provide an important extension to product knowledge learned after GA and can be included in future product publication versions. Is there another option for exchange that adds value and further extends the business benefit as defined by our users?