kellypuffs 06000168YK Visits (1651)
Jason wrote a most excellent blog post over on his personal blog that you simply MUST read:
Jason continues to hit it out of the ballpark with his thoughtful and thought-provoking articles on what we are trying to accomplish in these spaces, and provides a unique and refreshing perspective from the usual lead- and revenue-generating slant you get from most articles on social business.
Please check it out! What do you think?
AcdntlPoet 2700019V2G Visits (3589)
Social CRM is becoming a bigger deal as businesses grow in the social spaces. Where we once referred to this all as "social media" or "new media", we've begun to shift the jargon in how we talk about the spaces. Moving from words indicating "what", we are now using words to indicate "how" we work in the spaces. You've likely seen me use the phrase "Social Business" in the past few months. I made this shift in verbiage based on the fact that "Social Media" really just described the tools we used, not how we used them. We are a business after all, and our primary focus is to help our clients, to help YOU, be successful with the products and services IBM provides.
We are constantly striving to improve how we engage and help, which not only means implementing our strategies, but to get out and learn as much as we can about how best to work in these spaces. And wouldn't you know it, in my effort to learn more, I was pointed to a fabulous paper provided by IBM Global Business Services (htt
From social media to Social CRM: http
There is some really great and recent information in this paper outlining the gap between what customers want and what companies/brands -think customers want. (As an aside, one of my difficulties has been finding studies like this which match the present climate. Most social media/social business studies I have found were released as far back as 2008 or 2009, some of the more recent ones in early 2010 based on 2009 data. This particular paper has the most up to date information I've found thus far!)
While the paper provides some very eye-opening data and likely will help change how many businesses focus on their social efforts, I was happily surprised to see that our efforts in IBM Rational Support, as well as the larger IBM Rational brand efforts appear to fall in line with the gap table of customers' rankings. Now, I may be biased here (an amazing realization, I know), but I think our four social media channels (Twitter, Facebook, Youtube, and here on NFRS) are indeed aligned directly with customer/client demands from a support organization. But that's just my view, we'd love to hear your view.
So go on and take some time to read the Social CRM paper. I think you'll find some very valuable insights there which you can take back to your own areas and use the data to build your own successes in social business. Of course, once you've read read the paper we here in Rational Support would really appreciate your insights as to how you really think we're doing here and how we may be able to improve the spaces to help you be even more successful!
image credit: (cc)Some rights reserved by smemon87
AcdntlPoet 2700019V2G Visits (1900)
Here's a quick look at some of the new articles on developerWorks Rational this week:
To make it even easier for you, there is an RSS feed so you can consume the newest dW Rational content directly from your feed reader right when the content is published!
AcdntlPoet 2700019V2G Visits (1358)
Here it is, hot off the presses, the top content for IBM Rational Change as reused by our technical support engineers in April. These are technotes that have the highest reuse percentages for the month which helped resolve PMRs. Hopefully you can find some quality information here to recycle and help you tackle the issues before they become problems:
kellypuffs 06000168YK Visits (1655)
AcdntlPoet 2700019V2G Visits (1879)
Are you going to Innovate 2011? If so, stop by and see us!
Want to share your feedback with our Technical Support management and executives?
Need to learn how to best interact with your IBM Support teams and expedite your issues and concerns?
Looking to discover the latest IBM improvements to our support website and knowledge-base?
Well look no further! Come talk to Rational Client Support in the Support Cafe!
Drop by and enjoy some refreshments and discuss your Support needs when YOUR schedule permits.
We will be there to assist you. Stop by the Support Cafe' (in Europe 3 in the Dolphin Hotel on June 6, 7, and 8th) and visit us!
AcdntlPoet 2700019V2G Visits (1664)
We ran the numbers again, this time for Rational ClearQuest. Here are the ones that floated to the top: the most referenced ClearQuest support content our engineers have used in April to help you be successful. We're confident there's something here YOU can use as well!
AcdntlPoet 2700019V2G Visits (3039)
To all the ladies attending Innovate 2011, you are invited to join IBM Rational management and other leaders in Software & Technology for a networking reception to meet one another and share all the great events since the last Innovate conference! Please RSVP by May 20th, 2011 Complete details are below plus in the invitation image to the left (click for a larger version) Event Co-Hosted by: Along with For A Super Women's Group Networking Reception at Innovate 2011! Do not miss out on this opportunity to network with other women in the Software Industry! If you have not registered for the Rational Software Conference yet, please do so here: For more information please contact: Joan Morgan (mor
Complete details are below plus in the invitation image to the left (click for a larger version) Event Co-Hosted by: Along with
Event Co-Hosted by:
For A Super Women's Group Networking Reception at Innovate 2011!
Do not miss out on this opportunity to network with other women in the Software Industry! If you have not registered for the Rational Software Conference yet, please do so here:
For more information please contact: Joan Morgan (mor
AcdntlPoet 2700019V2G Visits (2099)
Here's a quick round up of just a few Rational blogs around developerWorks posted over the past few days. While not a comprehensive listing, we hope that highlighting all the great information sharing going on in these spaces will encourage you to dive further into the developerWorks blogging community and find those treasures of information specific to your interests and needs....
From the Invisible Thread blog:
kellypuffs 06000168YK Visits (1643)
Our open mic session on Jazz Agile Planning on May 3 was SO well-attended, with such good discussion, that we need another session to finish up!
Please join us tomorrow, May 11, at 10am ET, as Johannes Rieken, Jazz developer, continues the conversation around Agile development practices.
To check out all upcoming open mics, please visit our Rational Support Technical Exchange Open Mics & Webcasts document.
Hope to see you there!