AcdntlPoet 2700019V2G Visits (1339)
AcdntlPoet 2700019V2G Visits (2813)
No, this isn't an opinion missive or thought leadership article on how to ask for feedback. No, today is all about transparency and clarity. I'd like to take this Think Friday opportunity to beg, grovel, and blatantly outright ask for your input.
We've been running the Rational Support social spaces for well into three years now, gaining on four in some spaces. All our efforts are of course focused on providing you, our clients, with higher value and better ways of finding solutions. Over this time we've sent out a few surveys to get a sense of direction and sentiment from you directly. But today, we'd like to change our tactic and specifically ask you directly for feedback in our comments to let us know how we're doing. If you're anything like us you know how valuable direct feedback is, which is one of the reasons we are making this call to you. We like to work in an open, transparent, and authentic fashion, so it shouldn't come as any surprise to know that, in part, this request is also coming to help with our strategy work for the next year, along with year end review cycles. So, if you've found our efforts here and in our other social presences valuable, we'd love to hear it in the comments section below, or through any medium with which you are most comfortable. But, we'd also love to hear it if you haven't found value too! Of course if the latter is true we'd also like to hear how we can better serve and improve things for you. Your feedback here will be critical to the directions we take in the coming year as well as the level of focus, effort, and resources we devote to these spaces as well. And don't forget that feedback on specific content you find in support portal is also loved and HGIHLY valuable! Take a moment and watch the video below to see what we do with document feedback and how it helps us improve our overall support... And here's a preemptive thank you to any and all who comment and provide feedback. Know that if you do, you will be our best friends EVER.
If you're anything like us you know how valuable direct feedback is, which is one of the reasons we are making this call to you. We like to work in an open, transparent, and authentic fashion, so it shouldn't come as any surprise to know that, in part, this request is also coming to help with our strategy work for the next year, along with year end review cycles.
So, if you've found our efforts here and in our other social presences valuable, we'd love to hear it in the comments section below, or through any medium with which you are most comfortable. But, we'd also love to hear it if you haven't found value too! Of course if the latter is true we'd also like to hear how we can better serve and improve things for you. Your feedback here will be critical to the directions we take in the coming year as well as the level of focus, effort, and resources we devote to these spaces as well. And don't forget that feedback on specific content you find in support portal is also loved and HGIHLY valuable! Take a moment and watch the video below to see what we do with document feedback and how it helps us improve our overall support...
And here's a preemptive thank you to any and all who comment and provide feedback. Know that if you do, you will be our best friends EVER.
dmmckinn 1200006SCS Visits (3101)
On behalf of Rational Support I would like to offer a big "thanks" to those of you who have provided constructive comments on our Web content. I have been working directly with Rational content for about 5 years now and in that time I've received a lot of feedback much of which I found to be highly valuable towards improving our content.
Feedback, such as:
If you are browsing the Web and find any of our content that you feel needs improvement, please provide as much detail as possible in the Comments box in the Rate this page section of the document and we will address your feedback*. We are happy to take the good, the bad and the ugly as long as you keep that constructive feedback coming ))
*Note that we can not reply directly to any feedback left via the "Rate this page" as it is anonymously gathered. We do, however, read and address all feedback entered via relevant document updates.
Post Author: Denise McKinnon
AcdntlPoet 2700019V2G Visits (2767)
I'm sure you know by now that we absolutely adore getting feedback. It helps us improve our own capabilities to help you and create better content that meets your needs.
And this is where you come in! You can help us serve you better by leaving feedback on our technical content. If you found a great knowledge document that solved your issue or if you had trouble finding what you needed, we want to know! Whether you have comments, questions, suggestions or ratings, we love to receive your feedback!
Did you know?
Don't forget to let us know if the content helped you achieve your goal too by selecting Yes, No, or Don't Know as seen in the image below!
Click to learn more about why we love your feed
kellypuffs 06000168YK Visits (2130)
By now, you know why. We've shared with you what we do with the feedback we receive - we use it to make our support content even better so you don't HAVE to call and open a support ticket just to find out if X is supported, or how to do Y.
So all year long, we make sure we address your comments and continually improve our content.
Sometimes, we get it right, and sometimes, you let us know that we've gotten it right. I'm not going to lie ... those are my favorite pieces of feedback to read and share.
And today, as we wrap up the year, I'd love to highlight some of the positive Document Level Feedback comments we've received this year:
"Es exactamente la respuesta al problema. Perfecto.'
"Very helpful and clear"
"Solution exposée claire et précise. Merci"
"This is a very useful page, thank you."
"Wish this was a built-in feature of the Analysis Wizard, but this a good workaround. Thanks for posting."
"This is very valuable technote. Please give it high priority to display it in search results."
"The answer was on the money"
"Finally I could resolve my problem. Thanks! "
"The solution worked perfectly."
"Very useful, thank you."'
As you might imagine, this feedback from clients makes our day.
So, as we wrap up the year, a heartfelt thank you goes out to those who, having gotten the answer they were looking for, took the extra step and let us know about it.
Quick! Click here
To this end, you should see a pop-up survey when navigating to this blog which will enable you to fill out the short 6 question survey without leaving the page. This pop-up will only appear until you've taken the survey once. After that, you won't be bothered with it again. If the pop-up doesn't display you may access it directly her
We run these surveys twice yearly in an effort to gauge our successes and failures beyond simple metrics like clicks and visits. This particular survey will remain available for the month of December, closing on the 31st at 11:45pm PST. We hope you will take a moment and provide your input on our efforts.
We recognize the importance and value of your direct input, and are committed to making changes based upon what you tell us. In this world of information overload demanding returns on your investment of time, we want to make sure you are seeing the best ROI possible by following us. But, for Kelly, Matt, and Jason to make any changes here, we need to hear from YOU! After all, there's no technology in the world more valuable than direct client feed
mquimby 060001FAVB Visits (2077)
We always listen to feedback for a wide variety of our content. You might be familiar with the feedback form we provide on the bottom of our technotes. One of the fields lets us know if the content helped you achieve your goal:
We would like to know the same for our YouTube videos on the IBMRationalSupport channel! We now include a reminder in our videos that you can use the Like or Dislike buttons:
Did the video help? Click Like! Did it fall short of helping you? The Dislike button is there, too. Of course, there is also the comment section for each video that you can use for detailed responses. Know that unlike technote feedback, YouTube comments are not anonymous.
Keep the other buttons in mind, too. You can create your own playlists and add our videos using the Add to button. You can also use the Share button to share the videos through embedding, email, or social networking channels. We would love for you to spread the word!
AcdntlPoet 2700019V2G Visits (1796)
Over on the jazz.net blog, the Rational User Experience & Design team is undertaking a study to better understand the users of our offerings and solutions. The study involves interviewing a sample of Rational users to elicit their roles, goals, job responsibilities, usage patterns, and skills. If this sounds like something in which you are interested in participating, head over to the jazz.net blog post for a bit more information and a link to the online form to submit your application.
If this sounds like something in which you are interested in participating, head over to the jazz.net blog post for a bit more information and a link to the online form to submit your application.
AcdntlPoet 2700019V2G Visits (1925)
We've often said that "knowledge shared is knowledge gained", and have implemented that concept within our content creation processes utilizing the Knowledge Centered Support ideaologies. Well, we have also implemented that same concept externally in our content by providing a direct method for you to share your knowledge as it specifically relates to the content you have found!
Here's a quick video which demonstrates not only how you can help improve content, but how we take your comments and act upon them:
AcdntlPoet 2700019V2G Visits (2331)
IBM has significantly updated the IBM Service Request application this week, with improvements to make this worldwide, consolidated system for submitting technical support requests for all IBM software products even more efficient and useful for our clients. Some changes are refinements our clients have requested, others are new features to improve the efficiency and speed with which IBM resolves support requests.
Check out the complete details at the IBM Electronic Support Blog.
AcdntlPoet 2700019V2G Visits (3174)
First and foremost: Thank you all!
You've spoken up, told us who you are and where you find value in our social business outlets. You even gave us some actionable comments which we've taken to heart! We've collated your replies and analyzed the results....
And WHAT was it you told us? Well, for starters, you find a lot of value in this here blog. You also told us you find substantial value in our Youtube channel! Less so, and not surprisingly, you find Twitter and Facebook of lesser value. You also specifically asked for more Youtube videos, and to make them version specific. Lastly, you asked us about adding a LinkedIn channel, and pointed out MyNotifications as a great information tool as well.
To date, we've used Twitter and Facebook to signpost high value content (some of which we source directly from MyNotifications), while Youtube and the NFRS dW blog have been home for more rich content creation as well as highlighting the top bits. We'll be continuing in this fashion, but with some slight shifts in how we manage the various channels.
You may have already noticed some of the changes coming down: we'll be focusing more on blogging the really great content, and won't be tweeting/Facbooking so much of the content you can already get by setting up a MyNotifications subscription We still intend to post available releases and fixes to both Twitter and Facebook, as well a sign post some of the other bits of great content coming out of other blogs and communities, we just won't be cultivating those two channels quite as much.
Instead, we are shifting our social business focus to provide much more rich, deep, and valuable content via this blog as well as through our Youtube channel. We have a few projects up our sleeves which we are working behind the scenes to roll out in ways which will prove beneficial for you all.
As for LinkedIn, Rational Software announced our own group a few weeks back. We in Rational Support have begun playing in that space, and encourage you all to do the same. We hope to grow our individual presences there, but also intend to be more involved in the other Rational groups around the site.
Of course we wouldn't have any of this actionable information if you all hadn't provided such great feedback. Thank you, one and all, for telling us how you think we're doing! But this wasn't your last chance to leave feedback: you have opportunities every day to ping us on Twitter, Facebook, or here in the NFRS comments to let us know what you like or dislike, what you want us to change, and of course what you want us to keep doing. We can never get enough feedback! So, thank you all for helping us with our social business survey and thanks in advance for future feedback...
As Kelly would say, you all ROCK!
image credit: (cc) Some rights reserved by Flickr user Search Engine People Blog
AcdntlPoet 2700019V2G Visits (2757)
No, really, thank you! Your response to our survey request has been outstanding! We've been getting some -great- feedback via our Social Business survey; we're learning a lot, and we want to learn more!
Oh, but you say you haven't actually filled out our little 3 question survey? Well, you're in luck: you still have time to give us YOUR feedback too! It's just two quick questions to identify how you're connected to us and what value you see in our different channels, then an optional third question to provide free-text feedback if you so desire. (I'll tell you, we LOVE getting actionable comments from you!)
As Kelly noted in her post last week, it doesn't matter what WE think ... YOUR opinion is the only one that really counts!
image credit: (cc) by flickr user hugochisholm
AcdntlPoet 2700019V2G Visits (2431)
On Wednesday, we launched a short three question survey about our social business channels, which will remain open until the end of March. We'd really love it if you took a few moments to answer at least two of the questions and help us gauge our efforts. And, if you feel so inclined, there is a third free text question where you can give us your unfiltered thoughts and suggestions.
We really do value any and all feedback. This is another chance to really help drive our success in this space by ensuring YOU get value out of it. But without feedback, we have no way to tell if you are indeed seeing value, or which bits of content are providing you with the most value.
The link above will take you to the survey as hosted by SurveyMonkey... of course if you came to this blog directly, you've already seen the pop-up version of the survey (if it wasn't blocked by your browser settings). We'll also be Tweeting and Facebooking about the survey over the remainder of the month as well... so, as the political joke goes: Vote early, Vote often! And thank you for your support
image credit: Some rights reserved by John Morton
kellypuffs 06000168YK Visits (2105)
I know you've heard it before ... but we DO rely on your feedback to make our content the very best it can be. We'd love it if every time you found a document, it helped you be successful. If not, we'd love to know how we can improve it so it does.
Please consider this yet another plea for your feedback on our technical support content. Thanks in advance!
And more changes are coming - stay tuned!
AcdntlPoet 2700019V2G Visits (2426)
Yes, we've been doing this all for a bit now, but we'd still love to hear your feedback about how we're doing, and what improvements you may like! Our short nine question survey will only be available for a few more days (until June 22nd). The survey shouldn't take more than 5-10 minutes of time to complete. This is a chance for you to help drive the future of Rational Support's social media initiatives; to have a voice about what changes we could make to help YOU realize even more benefit from our social media channels! Of course we are always open to comments here and in our other channels as well
As you likely have read previously, we launched the Notes from Rational Support developerWorks blog in January of last year, our Twitter @RationalSupport presence in April, Facebook in November, and YouTube in December, with no other agenda than to share knowledge with you, to help you be successful with Rational products. Through these channels we share new and popular technotes, download documents, IBM Education Assistant modules, information regarding our electronic support tools and programs, pertinent developerWorks and jazz.net articles, how-to videos, webcast/open mic invites, and even interviews with some of the many interesting people that make up our Rational Client Support teams. And we'd love your feedback on how we are doing when it comes to providing you with the information you need and want!
So hurry, the survey will be closing soon! If you haven't yet, you can still enter your responses here: http://ow.ly/1R9G7
kellypuffs 06000168YK Visits (2314)
For those of us in the Electronic Support arena, getting good actionable feedback in order to steer or improve our offerings is more rare than I would like.
So we were thrilled to death to get the following piece of feedback from a client on one of our IBM Education Assistant Modules (our UCM/ClearQuest IEA module) recently:
"In general, an AWESOME resource! This presentation, had I known about it, could have accelerated my learning nine months ago.
Hooray! EXACTLY what we hope to accomplish with these education modules.
We get two pieces of very important information from this feedback: 1) the content is relevant and good for our clients, and 2) there is an opportunity here to see what we can do to reduce the time to discovery.
We have numerous ways you can help us do a better job providing you the information you need to be sucessful with your products.
When you search for and find relevant content on our support pages, take a moment to Rate This Page. Did it give you the information you were looking for? Why or why not? Did it help you solve your issue? These are all important points we consider in determining the effectiveness of our support content.
Continue to leave comments on the IEA modules you view and let us know if they were helpful and/or how we could improve.
We ARE listening for your feedback.
(And of course, feel free to engage with us here, or on twitter (@rationalsupport))
And thank you!
Photo credit: (cc) Tomas Sobek
AcdntlPoet 2700019V2G Visits (2517)
We'd love your feedback via our survey found here. Read on for a bit of background and explanation.
We launched our Twitter presence in April of last year, Facebook in November, and YouTube in December, with no other agenda than to share knowledge with you; to help you be successful with IBM Rational products.
We're sharing new and popular technotes, IBM Education Assistant modules, information regarding our electronic support tools and programs, pertinent developerWorks and jazz.net articles, how-to videos, webcast/open-mic schedules, and interviews with some of the many interesting people that make up our Rational Client Support teams.
We've been doing this all for a bit now, and would love to hear your feedback about how we're doing, as well as what improvements you may like! To that end, we have built out a short nine question survey to help you provide some quick, anonymous feedback. This survey shouldn't take you any more than 5-10 minutes of time, depending on how thorough you wish to be if you answer the two open text questions. Of course, you can always leave comments in our blog posts here as well!
This is a chance for you to help drive the future of Rational Support's social media initiatives; to have a voice about what changes we could make to help YOU see even more benefit from our social media channels!
Quick! Take our survey here: http://ow.ly/1R9G7
AcdntlPoet 2700019V2G Visits (2402)
Have you found technotes faqs on IBM.com that solved your issue? Technotes which you knew could be improved? Let us know; we value your input!
Using the "Rate this page" feature, found at the bottom of every support technote/faq, you can let us know how we're doing, and suggest specific ways to improve our published content:
Yes, we WILL see it. All comments are reviewed as they come to us, and when applicable, the appropriate changes are made to the documents against which they were submitted. But remember: requests for assistance should always be submitted through your normal support channel.
Through your ratings and comment participation, you can help drive better, more timely content that will help you solve problems faster and more efficiently utilize your Rational tools! We really do appreciate and listen to your feedback!
AcdntlPoet 2700019V2G Visits (2756)
Information courtesy of Laurel Dickson-Bull, Rational Beta Program Manager
As part of IBM Rational's various client programs, you can become instrumental in the design and development of future releases! By participating in these programs, you will have the opportunity to provide feedback to the development team to help improve the product, gain experience with the product release under development and assurance that it will work in your environment, and receive development assistance during your testing.
The varied types of early programs are:
Each of these is defined further on the IBM software Early programs definitions page.
While you are at the Rational software early programs page, don't forget to take a look at the other Rational programs listed, including the developerWorks communities and the Software Accelerated Value program!