Nov 24

Nov 24 How Closely do Traditional and Social Media Based Customer Support Services Need to be Coordinated?

CRM, Call Center, Contact Center, Customer Care, Customer Communication, Customer Support, Facebook, Mindmapping, , , Twitter

In Five Challenges Government Faces When Adopting Web 2.0 I wrote about the need to consider the cost impact on the organization of hiring additional “community managers” to support the addition of social media and social networking to overall customer support operations:

Nov 6
Nov 6 Five Challenges Government Faces When Adopting Web 2.0

Dennis D. McDonald

Blogging, Change, Collaboration, Community, Cost Analysis, Customer Communication, Emergency, Enterprise 2.0, Governance, Policy, , , Strategic Planning, Strategy, Web 2.0, eGovernment

In these heady days of transition, as we think about ways to improve government, it’s temping to over-sell the benefits of “Web 2.0.”

Feb 27
Feb 27 Major Household Appliances, Data Conversion, and Service Calls

Dennis D. McDonald

Appliances, Content Management, Customer Communication, Data Conversion, Digital Content Management, Standards

A visit from an appliance repair service this week to my home brought back some pleasant memories.

Dec 15

Dec 15 How Involved Should Customers Be in Managing Their Own Technical Support?

Dennis D. McDonald

Blogging, Customer Care, Customer Communication, Customer Support, , , Web 2.0

Last week I wrote about my experiences when my main laptop computer died. The bright spot was that I learned about the value of remotely-sourced database access through my use of DabbleDB. The dark side: my experience with my computer vendor’s Gold service plan. Looking back, I can see advantages and disadvantages of using social media and social networking technologies as components in overall customer and technical support situations.

Nov 17
Nov 17 Presentation: "Using Social Networking & Media to Improve Member Services"

Dennis D. McDonald

Associations, Associations2, Blogging, Customer Communication, Presentations, , , Web 2.0

Here is a draft presentation that addresses some of the ways that social networking and social media can be used by professional membership associations to improve member services: