Notes from Rational Support
AcdntlPoet 2700019V2G Tags:  twitter social-media social-business blogging facebook social-crm youtube 9,575 Views
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
What @RationalSupport tweets were the most popular in July, as measured by click-throughs to our content?
Check it out!
1. The Full-Text Search feature in IBM Rational ClearQuest, Version 7.1: Part 2. Install the components: http://ow.ly/oGyk KS
2. Announcing the availability of IBM Rational Application Developer for WebSphere, V 7.5.4: http://ow.ly/r1KQ ^CH
4. TODAY, 10am EDT: Rational Support Open Mic: C/ALM with 2.0 Jazz products. More info: http://ow.ly/pBsr ^KS
5. dW: Test dynamic Web applications with IBM Rational Functional Tester scripts that can handle application changes: http://ow.ly/oSUB ^KS
8. IBM listens when Indian developers talk http://ow.ly/nsZn ^KS (via @ibmrational)
10. Now available: Open Mic replay: What's New in Rational Team Concert 2.0/Jazz 1.0 http://ow.ly/piRR ^KS
Lots of good stuff here ... what do YOU want us to tweet about? Leave a comment and let us know.
What @RationalSupport tweets were the most popular in July, as measured by click-throughs to our content?
Check it out!
Lots of good stuff here ... what do YOU want us to tweet about?
AcdntlPoet 2700019V2G Tags:  facebook forums twitter blog tumblr rational-client-support social-media social-business googleplus rational social-support youtube 10,562 Views
Are you following us on your preferred social channel? Did you know we've recently launched a GooglePlus and Tumblr blog? While no channel is meant to be a catch-all, we want to get you the information you want and need in the channels you are most comfortable with. Do you find twitter is the best place to find our content and engage with us? Follow us there! Twitter not your style but rather you prefer Facebook? We're posting there as well to help you find the right information at the right time! Check out our news document linked below to see all the channels on which we're active and follow us on the ones you're most comfortable with:
Without losing sight of the work we do in the newer social channels, we also want to ensure you don't forget about some of the most effective community based channels out there surrounding Rational products and topics. Finding answers from previous questions, or even direct community based help with your own specific question can be a great way to leverage the collective wisdom, but even better is when you can join in the conversations and share your own expertise to help others.
While the above are great resources for truly social support with clients and IBMers alike all participating, we also recognize that this isn't a complete list of all the forums or social channels out there. Is your favourite one missing? Let us know in the comments and we'll add it to the list! Or, do you have some other favourite method for finding answers or sharing answers which we haven't touched on? We'd love to hear about those as well!
In IBM we know you likely have products across our expansive portfolio... and while we may be focused on Rational Support specifically here, we also recognize that you may also benefit from some of our counterparts across IBM support. To help you identify, follow, and engage with support across IBM, here are a few accounts you may not have known about:
And how about Facebook:
Let's not forget Youtube:
And of course, the blogs!
AcdntlPoet 2700019V2G Tags:  facebook results survey youtube rcs blog social_business rational twitter feedback 9,536 Views
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
Can't get enough Rational Support news?
Did you know we're on Twitter?
What will you find there?
Links to new and updated technical support content ... as it happens! We also tweet about relevant developerWorks articles, industry news, education modules, videos, and support events like our open mic series. We cover events like Innovate 2010, developerWorks briefings, and Voice of the Customer events.
We also pass on interesting events and content from others, if it will help you be successful with your IBM and Rational products... from sources like our Global Rational User Groups, developerWorks forums, and more.
Follow us today!
@RationalSupport on Twitter
We launched our twitter presence in April of last year with no other agenda than to share knowledge with you to help you be successful with Rational products.
We're sharing new and popular technotes, IBM Education Assistant modules, information regarding our electronic support tools and programs, and pertinent developerWorks and jazz.net articles.
How are we doing?
Are we tweeting too much? Or too little?
Too dry? Not dry enough? :-)
Would you prefer to see a separate Twitter account for each Rational product or product family?
What would you like to see more of?
What would you like to see less of?
Please post your feedback, suggestions and ideas as a comment to this blog entry. We'd love to know what you think!
Kelly Smith, Chief Twit
Whoo hoo! Exciting, no?
Can't get enough news and information from Rational Client Support? Looking for another way to interact with us?
Be sure to follow RationalSupport on Twitter at http://www.twitter.com/RationalSupport.
I will admit to having mixed feelings about this, mainly because I'm such a Twitter purist. I value the genuine interactions and networking that Twitter provides, and do not appreciate it being used by companies and individuals as simply another media outlet. That being said, our employees, our clients and our business partners are already out on Twitter, sharing their experiences, problems, solutions, and ideas, so why NOT provide a Rational Support presence on Twitter.
It will be very interesting to see where this goes. I promise to do my utmost to make it another valuable tool in your Rational support toolbelt.
I thought it was just me noticing a lot more people on Twitter, but this report from cnet news seems to confirm it. Year to year, from February 08 to February 09, Nielson reports that Twitter has seen a staggering 1382% growth.
Sure, there's an increase in noise ... spammers and such, but there's also a lot more genuine conversation going on out there as more and more real people come on board too.
What started as a playground for the tech geeks and early adopter-types is now being embraced by the mainstream. And hooray for that!
Individual IBMers have been on Twitter since the beginning, and I'm following about six billion of them. And now I'm starting to see more and more IBM and Rational-specific twitter handles out there: @RationalUT, @RationalTester, @rsc2009, @developerWorks, @IBMEvents,
Are you on Twitter? Are you tweeting about IBM and/or Rational? Want to share? Leave a comment and let us know who you are! Let's build the community.