Notes from Rational Support
5000+ hits on Notes from Rational Support yesterday.
2500+ so far this morning.
I know it's spam or crawlers or other such nonsense, but if you don't mind, I'm just going to sit here and revel in it for a little while.
And if any of you are REAL people, you could leave a comment and say hi. And get a prize. :-)
I have 4, count 'em, FOUR Rational Support moo cards left from last year's conference, which I will give away on a first come, first served basis to the first 4 commenters on this blog.
But not to spambots.
"If it helps you, your coworkers, our clients or our partners to do their jobs and solve problems; if it helps to improve knowledge or skills; if it contributes directly or indirectly to the improvement of IBM's products, processes and policies; if it builds a sense of community; or if it helps to promote IBM's Values, then it is adding value."
Above is an excerpt from IBM's Social Computing Guidelines, which pretty much rock. Even Mashable says so.
And really, knowledge-sharing is what it's all about, isn't it? I know that's what we are trying to achieve with this blog: Notes from Rational Support.
How are we doing? Are you finding this blog valuable? Interesting? Are we helping you to do your job better and solve problems faster?
We'd love the gift of feedback. Let us know how we're doing and what we can be doing better by posting a comment to this entry.
If you're not feeling particularly eloquent, how about just clicking the star next to this entry if you like what we're doing and want to see more.
photo credit: (cc) renaissancechambara
Check out our new look!
The oh-so-wonderful Bob Leah announced a new minimalist dW blog theme available for dW early adopters, and as I can never resist a new bit of blogging shininess, we have jumped into the pool.
Bob has made it very easy to apply and customize the new template, even for someone like ME, who just knows enough HTML/CSS to be dangerous.
I love the new look ... what do you think?
AcdntlPoet 2700019V2G Marcações:  youtube twitter blogging social-crm social-media facebook social-business 7.330 Visualizações
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 (http://ibm.com/iibv) surrounding the concept of Social CRM. More specifically, this paper discusses what customers want from brands when they engage in the social spaces.
From social media to Social CRM: http://www-935.ibm.com/services/us/gbs/thoughtleadership/ibv-social-crm-whitepaper.html
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 Marcações:  milestones rational blogging nfrs top-content rational-client-support 6 Comentários 12.773 Visualizações
Has it really been three years since Kelly started this blog? Indeed it has! May 14th, 2009 was an auspicious day, as we dipped our toes into the corporate blogging world to see how it'd go. Little did Kelly know that we'd soon soar to become the 5th most visited blog on developerWorks, or ever break that 2 million visitors milestone! By the by, we DID break that 2m milestone yesterday evening! What wonderful serendipity for both to occur on the same day!
Sure, we may be a bit long in the tooth to be celebrating a birthday, but if you've hung around here for any amount of time you know we're kids at heart and surely you won't begrudge us a little celebration... right?
Ok, you're right... I can't post here without providing SOME sort of deeper value. So, as a bit of a small retrospective we thought it would be neat to go through and highlight some of our past posts. As we discussed which to highlight, we thought about giving visibility to the "Most Viewed" posts on this blog, but figured if they are the most viewed already, they probably don't need the help So we figured we'd go back through the archives of 715+ posts and pull out some of those 'sleepers'; the ones with some solid content but which may have gone far under the radar based on our analysis of activity metrics. That in mind, let's get to highlighting!
How to work with Rational Client Support: Part 2- In this second article, dW Contributing Author Kelly Smith outlines the technical support that you get when you license Rational software includes and doesn't, plus what to do before you call tech support. And don't forget to check our Part One, How to work with Rational Client Support: Behind the curtain!
New White Paper released: Deploy IBM Rational License Server 8.1.1 effectively in your enterprise- Here's a GREAT resource for nearly anyone running Rational software! Download the free whitepaper (no registration needed!), read it, and then share it with your colleagues and coworkers to help them be as successful with their own license server implementations as you will surely be!
Improve your Rational Support experience with our automated ISALite tool!- For select products, we've enabled an automated data gathering tool called IBM Support Assistant Lite (ISALite for short). This tool will gather appropriate troubleshooting information for a particular product.
Did you hear the news?- The dW Rational community is open to the public! http://ibm.co/rationalcommunity Like any community, both IBMers and clients get out of it what they put in. In the Rational community, we provide the added benefit of pulling all Rational technical content in real time and presenting it in consumable chunks through the community landing page.
Downloading Products from Passport Advantage- This most excellent video from our friends over at IBM Electronic Support demonstrates how to download software products from Passport Advantage Online, which you can get to from the IBM Support Portal.
Everything You Wanted to Know About Rational Licensing- A good message always bears repeating ... Visit the IBM Rational License Key Center for lots of useful material on understanding and using your Rational license keys...
IBM Rational product support for Mozilla Firefox- This news flash is for all customers who use the Mozilla Firefox browser with our Rational products. Please take note of the direction particulars as they relate to your usage of the browser and level of product support IBM Rational is able to provide...
Introducing our newest blog author: Matt Quimby- You may have seen his name on a few recent posts around these parts: Matt Quimby has joined our team and dug into some of our social business efforts as you'll see below.
Trust and Personal Responsibility in All Relationships- That's a powerful statement. It's also one of IBM's Core Values, one that resonates particularly with me in regards to our social business initiatives… like this blog. Let me explain....
Five Imperatives for ALM, and Business agility: a technical perspective- Here's two videos and two articles for your benefit today; two videos on the Imperatives for ALM covering real-time planning and in-context collaboration, as well as two articles to help you along with business agility from a technical perspective and a tutorial on how to use the Practice Library application. Enjoy!
Lastly, in honor of this milestone, we'd like to thank the folks who made it possible for us to continue:
Now let's keep going! Our goal is to continue growing and continue providing you deep value in fun, exciting, and innovative ways. As the quote says: "We have only just begun"!