In 2007 I frequently checked the blogosphere for “Support 2.0”, “Collaborative Support” and similar terms and found very few posts. Although much of the discussion around social media encompasses technical and customer support use cases, few of it focuses specifically on that domain. And where support was discussed, it was most frequently only in the context of discussion forums. This year I’ve noticed a few more folks specifically talking about support, and taking it to the next step of blogs and wikis. Here’s a few relevant posts:
- David Haimes talks about Why Product Development Should Blog.
- Tom Johnson talks about The Convergence of Help with Web 2.0.
- Venkat blogs about increasing the Self-Support 2.0 quotient of products.
- Jake Kuramoto talks about Twitter as Customer Support.
William,
Thanks for referencing my blog, I think help 2.0 / Support 2.0 is a very big deal and I am surprised there aren’t more people blogging about it.
I expect to see this idea spread, but it may take some time to build traction as people get their heads around the idea. I had a road to Jericho moment when I was looking for details on a SQL command in my trusty Oracle Reference Guide (A few trees gave their lives for that one!) and the junior developer with me just went to my machine and put the keyword in Google and we had the information we needed in seconds. That is a big shift, I was using google to find documentation on a product that my company builds…