The LugIron Software Blog

An interesting report was released this week from UC San Diego’s Global Information Industry Center. Titled “How Much Information?“, the report measures the American consumption of information in words, bytes, and hours including printed materials, radio, TV, and computer. There’s a PDF download of the entire report. The study measured consumption in 2008, and it [...]

Technorati Tags: community, content, writing

Guy Stephens, a Customer Knowledge Manager known as @guyatcarphone on Twitter, has done an excellent job of what I like to call “content curation.” He created this new Youtube collection of videos of interviews with people who know about customer service with social media. Guy maintains a blog called “being guy.” Don’t miss an interview [...]

As a builder of products, is it more important to simply win customers or should you also strive to convert those users into community contributors–active participants in a self-reinforcing virtuous cycle? Users are people who have to do something with your product for their job or at home. They may or may not want to be [...]

Technorati Tags: community, groups, networking, social networking, social web, wiki

In early 2000, Warner Brothers released a film based on Catherine Ryan Hyde’s novel, Pay it Forward. It tells the story of a young teenager who is challenged by a teacher to do something that makes a difference in the world. The boy ends up committing three acts of kindness, expecting nothing in return other [...]

Technorati Tags: altruism, community, community building, community management, egoism, motivation, reciprocity, reputation

It’s Thursday night and once again I’ll miss the show Community due to a board meeting. It’s a show that started this fall “about a misfit study group at a community college” with Chevy Chase as a former CEO of moist towlette company. I watched some hilarious clips on Hulu.com, and cracked up at the [...]

Technorati Tags: community, groups, networking, social networking, social web, wiki

A new iPhone app lets AT&T customers report when they have experienced a dropped or failed call, no connection, data failure, or poor voice quality. It’s called Mark the Spot (iTunes link). I had to wonder at first if it was a hoax, because after all, if you have a data failure how are you [...]

Technorati Tags: apps, AT&T, coverage, crowdsourcing, iPhone, knowledgebase, networks, service, support

Just do a search for customer service #fail on Twitter any given time of the day and you’ll see customers complaining about a failure in service. Take this one from a Toyota customer for example. She loves her vehicle, but hates the service. Or how about this one from a Best Buy customer on hold on [...]

Technorati Tags: conversation, customer service, Customer Support, hashtag, software, support, technical support, Twitter