Communities, Social Networks, and KCS: Team Meeting Summary

Three minute summary: Consortium members met at National Instruments in Austin to discuss the convergence of Communities, Social Networks, and KCS. Melissa George began by setting some context and covering the work previously done by the Consortium, including the Three Tenets of Social and Support, the Social Support Journey Matrix, and Dr. Michael Wu’s Relativity … Continue reading Communities, Social Networks, and KCS: Team Meeting Summary

New Case Study: MathWorks Delivers Support Knowledge to the Customer Community

We're thrilled to publish a new case study by MelissaLynne Burch and the team at MathWorks! Delivering Technical Support Knowledge to the Customer Community MathWorks' goal was to offer integrated delivery of technical support knowledge and customer community knowledge within their MathWorks community implementation. Let us know what you think! You can find more case … Continue reading New Case Study: MathWorks Delivers Support Knowledge to the Customer Community

Social Media and Support: Team Meeting Summary

Two minute video summary: Current Social Engagement Journey Spreadsheet Consortium members met in San Francisco in November to continue work on the intersection between Social Media and Support. This topic is one we have discussed a number of times over the past three years and our intent for this team meeting was to review and … Continue reading Social Media and Support: Team Meeting Summary