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The long awaited results from our 2011 End of Year survey on Rational Client Support's Social Business efforts are in. You may recall back in December that we ran the survey over the course of the month, ending Dec 31st . Well, we've run it all through our trusty Mega
But first, a quick reminder of the mission, scope, and intent: IBM Rational support's Social Business mission is to improve visibility of support content, helping to solve problems and get the right answers at the right time to the people who need them, to set ourselves as thought leaders, and to improve satisfaction with all aspects of Rational software. The survey's intent was to elicit feedback from you, our direct audience base, to identify who you are and whether or not you are seeing value from our efforts. The scope of the survey was specific to only our followers/fans (direct audience) who consume our content and may interact with us. While open to all, the survey was not intended for a general audience as it is specific to our efforts in the social business space with questions only our fans and followers would be equipped to answer.
And lastly we owe a huge thank you to everyone who took the time to provide responses via the survey. Without that kind of direct feedback, we'd just be shooting in the dark and hoping we hit our targets... helping us to identify the targets means even better accuracy in the future, and better accuracy in the support world means you spend less time and resources finding good solutions to issues when they crop up.
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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!
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