There's a saying "don't report bugs on blogs". If you do, then don't expect anyone to see (aka find) them or be able to respond effectively. Blogging complaints may get steam off, but that's about it.
Jake
· 1 year ago
@Chris: I agree that blogging is not an effective way to report bugs, but my point is that companies are increasingly monitoring their brands/opinions about their products online.
Therefore, it's a great way for consumers/customers to be heard and for producers/companies to listen.
Chris Jones
· 1 year ago
@jake: Currently it's a great way for small but important voices to be lost in the masses of the blogosphere and wider WWW. It's like a drive by shooting in the forest: does anyone hear it?
Open dialog should be promoted & encouraged with more trackable (by everyone) forms of feedback, even popular discussion sites. Imagine if there was an open API so that company-internal problem tracking systems could interact better with company-external discussion sites. The company would know about the problem automatically, be able to assign, resolve and track metrics on problems while keeping public information public.
Oh, and my other compliant about questions and complaints on random websites is the need to create yet another identity just to log in to respond: roll on OpenID.
Jake
· 1 year ago
@Chris: I'm small and unimportant, but Fuser, Jajah and the Blog Council managed to find me. Sure, this model doesn't scale for medium/big companies, and as you get bigger, the question is: does the effort spent to scour the Interwebs return enough value in customer satisfaction?
Here's the plug: We started Mix to harness some of the feedback. I'd love to do an Open API, but I'm not sure GIS/Corporate Architecture would agree.
And I agree with OpenID, but you know we can't do that.
Andy Sernovitz
· 1 year ago
Dell's Ideastorm (http://www.dellideastorm.com) has really been an eye-opener for me. It's amazingly minimal: post an idea, comment on an idea, vote on an idea. They put it up for almost $0. And hundreds of thousands of people show up every month.
My take: It doesn't matter how you engage or listen - just open the door and people will come rushing in. Show that you want feedback and you'll get it. No one ever expected so much to happen on such a simple site.
(and read your google alert so you know when someone blogs about you)
Jake
· 1 year ago
@Andy: Agreed, we took a leaf out of Dell's book with Mix and added our own networking twist.
I will be watching with interest to see how your Blog Council proceeds.
Andy Sernovitz
· 1 year ago
Here where it gets interesting: In the next few weeks, Salesforce.com will be offering a plug-and-play idea exchange platform to all customers. Could be a game-changed, taking crowdsourcing to a new scale.
@Andy: Yeah, they announced that months ago, which helped us legitimize our efforts with Mix. I'm in wait-and-see mode for now. IBM is spreading FUD around ideas vs. action now, which can't help.
All Comments
Therefore, it's a great way for consumers/customers to be heard and for producers/companies to listen.
Open dialog should be promoted & encouraged with more trackable (by everyone) forms of feedback, even popular discussion sites. Imagine if there was an open API so that company-internal problem tracking systems could interact better with company-external discussion sites. The company would know about the problem automatically, be able to assign, resolve and track metrics on problems while keeping public information public.
Oh, and my other compliant about questions and complaints on random websites is the need to create yet another identity just to log in to respond: roll on OpenID.
Here's the plug: We started Mix to harness some of the feedback. I'd love to do an Open API, but I'm not sure GIS/Corporate Architecture would agree.
And I agree with OpenID, but you know we can't do that.
My take: It doesn't matter how you engage or listen - just open the door and people will come rushing in. Show that you want feedback and you'll get it. No one ever expected so much to happen on such a simple site.
(and read your google alert so you know when someone blogs about you)
I will be watching with interest to see how your Blog Council proceeds.
http://www.salesforce.com/products/ideas/