The LugIron Software Blog

I just finished the book, Julie/Julia: 365 Days, 524 Recipes, 1 Tiny Apartment Kitchen. The author calls her readers “bleaders” – apparently it stands for blog readers. When I first read “bleaders” I guessed that means they bleat like sheep, and chuckled every time I read it. Who are the people behind the “bleaders”  – [...]

Technorati Tags: community, Facebook, funnel, management, platform, Twitter

Here’s a group of links I found useful this week while reading about social support communities, and community growth and management. Some are new, some are old, all are borrowed. Enjoy. Creating Customer Communities « Dachis Group Collaboratory | Social Business Design Our key recommendation, … was to move away from customer community building being a specialist [...]

Technorati Tags: community, community management, Customer Support

As “Avatar” director James Cameron said to The Sun recently, “My reputation probably was deserved at one point” for being an intense person to work with, apparently. But what about building a reputation for being helpful, or a reputation for being knowledgeable? Reputations are built every day using the social tools on the web such [...]

Technorati Tags: customer service, Customer Support, movie, persona, reputation, service, social, social support communities, ssc, support

Unfortunately, the Entrepreneurship Gods decided that when you build a new software company that you must spend an uncomfortable amount of time in PowerPoint. I’m not one to complain, but lately I’ve been spending too much time boiling thoughts down to three bullet points of five words each. Anyway, during today’s PowerPoint adventure I was [...]

Technorati Tags: CustomerEngagement, CustomerSupport, Documentation, TechnicalWriting, UserExperience

It is now commonly accepted that Search Engine Optimization is important when you’re publishing online. After all, if a search engine doesn’t index your content well then the vast majority of people will never see it. Search engines like Google and Bing are the gateway to the web, which is why I find it so [...]

Technorati Tags: CustomerEngagement, CustomerSupport, Documentation, DocumentationSucks, HelpCenters, SocialCustomerSupport, TechnicalWriter, TechnicalWriting, UserExperience

D-Link is releasing a new router and David Pogue wrote a review (free registration required) in his weekly column. Unfortunately for D-Link, it’s probably not the kind of review they were hoping for. Pogue’s column is titled “A Router So Complete, and Vexing”. He was generally positive on the idea of a combined router, home backup [...]

Technorati Tags: DocumentationSucks, TechnicalWriting, UserCenteredDesign, UserExperience

In a recent discussion over on the Business of Software Forum a poster asked for help after noticing that a recent “improvement” in documentation has resulted in more customer support calls: > A common advice for customer service requests is to improve the documentation, and this we have done for many years. > > But I’ve noticed that [...]

Technorati Tags: Documentation, DocumentationSucks, OnlineDocumentation, OnlineHelp, TechnicalWriter, TechnicalWriting

There’s a lot of talk about how social media is going to change the way companies interact with and support their customers and there is evidence that by making this change companies can realize significant value from the community they build. I’ve been wondering about the ROI of such investments and came across a presentation [...]

Technorati Tags: CustomerEngagement, CustomerSupport, SocialCustomers, SocialMedia, UserEngagement