AcdntlPoet 2700019V2G Visits (1875)
Rational Support was very busy at Innovate 2011 this week! Lots of great conversations and sessions - Take a look back at this week's blog posts from Notes from Rational Support and our friends at IBM Electronic Support for all the details!
Of course Innovate wasn't JUST for the attendees! If you weren't able to make it out to Orlando this year, you can still reap some fabulous benefits from the conference through our blog posts, but especially through the IBM Rational Livestream feeds for the conference! Take some time and check out all the great keynote presentations we recorded and hosted just for you! I think you'll find some fabulously useful information there!
Notes from Rational Support blog articles:
Of course, our friends over at the IBM Electronic Support Community have also been busy at Innovate and posting their blog articles too:
kellypuffs 06000168YK Visits (1530)
rationalwebguy Patrick O'Connor:
The Support Café is buzzing with activity Tuesday morning (Europe 3, Dolphin Hotel).
The Rational Client Support Airship outside of the Support Cafe (Europe 3, Dolphin Hotel).
Support Cafe sign and the Support Airship on the RIGHT as you come off the escalator - NOT the left as our map and blogs said (last minute move)!
And finally, the man himself, Patrick O'Connor. He'll be there all week!
Photo credits: All rights reserved by IBM_
AcdntlPoet 2700019V2G Visits (1513)
When you contact our support team for help resolving Rational product issues, we often we request additional troubleshooting information from your problem system. For some products, obtaining this information is easy to do, but often the info or particular files are not that easily located. On occasion, additional logs are requested based on new information found or it may have simply been missed.
What can we do to make it easier?
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. This will help reduce the amount of back and forth communications between you and support, and help our support team get to the core of the problem more effectively and efficiently.
Our newest ISALite product additions are:
Are you new to ISA or ISALite? Here's some great resources to help you out:
Go on, give it a try and let us know what you think!
AcdntlPoet 2700019V2G Visits (1535)
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 (2058)
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. We've set him up to help here on NFRS where he'll be blogging about whatever strikes his fancy; my guess is he'll be sharing a lot surrounding his efforts with Youtube and IEA modules to start...
But, rather than just dump him in, we figured we'd take this opportunity to provide a more formal introduction and give a face and personality to the man behind the posts. In the same vein as last year's Meet the Peeps series, I'm pleased to introduce Mr. Matt Quimby:
Matt, tell us a little about yourself:
Who are you, what is your role in Rational Client Support?
I am a techie and geek who loves working with web technology, mobile gadgets, and computer hardware. As I gained experience in the software industry, I found that I enjoyed working with documentation, education, and project management.
I am currently a Knowledge Manager for Rational Client Support. I focus on organizational projects in creating multimedia content like IBM Education Assistant modules and YouTube videos. I work with various other types of documentation and write about them on our social business channels. I also help with feedback and projects aimed to improve the IBM Service Request tool.
How long have you been working for IBM and Rational?
I will be starting my sixth year with IBM in June. I started in and have been with Rational the whole time. This year, I am excited to have opportunities to work with more colleagues in other software brands as well.
Have you had any other roles in Rational?
I started with IBM as a support engineer for Rational ClearQuest. In additional to working with that program, I was able to experience other applications with which it can integrate. These include IBM DB2 database and the different Rational testing products.
I continued working with ClearQuest as a Knowledge Engineer; a role where I worked with product-level documentation, education, and social networking activities. In this position, I collaborated regularly with development, release engineering, and the KM team.
What inspires you in your work?
It feels great that I can contribute to activities that positively affect not only the success of IBM clients, but my colleagues’ abilities to work with those clients. Being able to work with cool social networking, documentation, and multimedia tools in the process is a bonus. Change is constant, and I am always challenged to identify and act on improvements.
How do you grow your technical skills?
I try to stay on the lookout for new technologies and tools to see if they can improve the way I work or be applied to business processes. When presented with a new process or tool set to work with, I like to immerse myself in the technology and work with it hands on. It helps me understand its workflow and gets my thought process going on how it can be improved or applied in different ways.
In your spare time, if you have any, what hobbies or activities interest you?
I like being with friends and family, especially outdoors when the weather is nice. I like visiting new places and taking pictures. I would like to get into advanced photography as a hobby. When I have to time to do so, I like to experiment with different web, mobile, and computer hardware technology. I also like to play video and tabletop games.
What type of gadgets do you use?
I probably work with too many types of gadgets for my own good. I like researching mobile gadgets; specifically advances and new offerings with smartphones, tablets, and notebook computing. I have used smartphones since the Windows CE days, and gave Android a try over a year ago. I enjoy the different experiments I can try with customizing that operating system.
So, now that you know a bit more about Matt, give him a warm welcome and a gentle nudge to provide you with the content you want to see! We'll be sure to hold his feet to the proverbial fire for you
AcdntlPoet 2700019V2G Visits (2395)
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 (1216)
The developerWorks Rational Team has recently announced that it is time to clean out the stacks and freshen up a bit.
Over the course of April, they will be reviewing all articles and tutorials on dW older than five years to ensure continued relevancy. If there are any articles or tutorials more than five years old that you want to remain on our site, please tell us over at: http
You can easily scan through a listing all of articles, oldest-to-newest. The deadline for action is April 30th, 2011.
image credit: (cc) Some rights reserved by redjar
AcdntlPoet 2700019V2G Visits (1829)
There are two solutions in the form of fixes and/or manual workarounds that will resolve the issue. The safer solution is to apply the fix for each named product as directed in the flash above. These solutions should be implemented immediately.
AcdntlPoet 2700019V2G Visits (1906)
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 (1665)
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