Introduction to HTML - Social Media

Customer Relationship
Management (CRM)
&
Customer Service
Lateral Thinking Puzzle
“The music stops,
and a woman dies.”
http://www.rinkworks.com/brainfood/p/latreal2.shtml
Housekeeping
Blog Visitors
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“Mark Jen” – Many of you reminder me…
Ryan – Isaac Garcia from CentralDesktop.com
Kolby – Cross Posting at CoWorking.com
“The article on coworking in the battlefield as blogged by Kolby Goryl on KolbyLaw points out some wonderful advances in
collaborative technologies…”
Housekeeping
Assignment #2
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White Space
Introduction & Conclusion
References for Statistics
“The Art of Cut & Paste”
“Cut-and-Paste Is a Skill, Too”
By Jason Johnson
“…to synthesize content from multiple
sources, put structure around it and edit it
into a coherent, single-voiced whole.
Students who are able to create
convincing amalgamations have gained a
valuable business skill…”
“…the paper is today: more of a work
product that tests very particular skills -the ability to synthesize and properly cite
the work of others…”
March 25, 2007 Page B1
“How to Copy & Paste but Not
Plagiarize”
Yale College Writing Center
http://www.yale.edu/bass/writing/
sources/kinds/internet/copy.html
Housekeeping
Assignment #3
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(Liz) Photos and Audio in your Profile
(Ryo) Calendar, Google Adsence, & Slide Show
Assignment #4
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Due in two weeks (4/25)
More details later
Customer and Member
Relationship Management
“Customer satisfaction is at an all-time low, perhaps
as a result reduced business focus on actual
relationships, and an increased business focus on
"customer relationship management" systems
emphasizing management of data rather than
personal connections. Online social networks allow a
prospective customer or prospective member to
easily facilitate a real, human-level connection with
individuals within an organization. This enables
genuine business relationships to form and puts an
authentic human face on the interaction, changing the
external perception of an organization from a sterile,
faceless behemoth into a collection of individuals who
are ready to help.”
Christopher Carfi @ http://www.webpronews.com/blogtalk/2006/09/26/ways-businesses-can-use-social-networking
“At its core, social networking enables
customers and vendors to interact
better on multiple levels, and if
companies use social networking's
techniques, they might be able to
capture thoughts, impressions, ideas,
needs, biases, and a lot more from
people and contribute greatly to CRM
processes.”
http://www.technewsworld.com/story/54575.html
Customer Support
“Successful customer support achieves a number of
goals. Basic customer service includes, of course,
assisting customers when they have problems or
questions about an organization's products. However,
online networks enable exceptional customer support
that goes beyond the basics, which allows customers
to connect with experts in an organization who have
deep knowledge in a particular area. Similarly, a
strong online network enables experts within an
organization to be alerted when a problem that
requires their knowledge comes into the customer
support queue, and facilitates the creation of strong
communities in the form of valuable user groups and
member networks.”
Christopher Carfi @ http://www.webpronews.com/blogtalk/2006/09/26/ways-businesses-can-use-social-networking
www.commoncraft.com
www.commoncraft.com
In the News
37signals blog: a customer
service debacle?
http://www.37signals.com/svn/
Intermission
Artwork © Jan’s Courtyard 1996-2005
“User Errors” from an article in the
“Wall Street Journal”
1.
2.
3.
A Dell customer called to say he couldn't get his computer
to fax anything. After 40 minutes of troubleshooting, the
technician discovered the man was trying to fax a piece of
paper by holding it in front of the monitor screen and hitting
the "send" key.
A confused caller to IBM was having troubles printing
documents. He told the technician that the computer had
said it "couldn't find printer." The user had also tried turning
the computer screen to face the printer but that his
computer still couldn't "see" the printer.
A woman called the Canon help desk with a problem with
her printer. The tech asked her if she was running it under
"Windows." The woman responded, "No, my desk is next to
the door. But that is a good point. The man sitting in the
cubicle next to me is under a window and his printer is
working fine."
More “User Errors” from an article
in the “Wall Street Journal”
Caller: "Hello, is this Tech Support?"
Tech: "Yes, it is. How may I help you?"
Caller: "The cup holder on my PC is broken and I am within my
warranty period. How do I go about getting that fixed?"
Tech: "I'm sorry, but did you say a cup holder?"
Caller: "Yes, it's attached to the front of my computer."
Tech: "Please excuse me. If I seem a bit stumped, it's because I am.
Did you receive this as part of a promotional at a trade show?
How did you get this cup holder? Does it have any trademark on
it?"
Caller: It came with my computer. I don't know anything about a
promotion. It just has '4X' on it."
At this point, the Tech Rep had to mute the caller because he
couldn't stand it. He was laughing too hard.
The caller had been using the load drawer of the CD-ROM drive as a
cup holder and snapped it off the drive.
SAP Developer Network
Over 1 million registered users with over 500K
unique visitors per month
Point system for recognition where the person
who asks the question gives out points
according to how helpful the answer was
The average time to get an answer to a
question now is something like 15 minutes. You
couldn't get that kind of service if you called the
SAP help desk directly!
http://headrush.typepad.com/creating_passionate_users/2006/12/how_to_build_a_.html
We Learn…
10%…of What We Read
20%…of What We Hear
30%…of What We See
50%…of What We See and Hear
70%…of What We Discuss With Others
80%…of What We Experience Personally
95%…of What We Teach Others
–William Glasser
http://headrush.typepad.com/creating_passionate_users/2006/12/how_to_build_a_.html
“In most online communities, 90% of users are
lurkers who never contribute, 9% of users
contribute a little, and 1% of users account for
almost all the action.”
http://www.useit.com/alertbox/participation_inequality.html
Mavens are knowledgeable people.
While most consumers wouldn't know if a
product were priced above the market rate
by, say, 10 percent, mavens would.
Bloggers who detect false claims in the
media could also be considered mavens.
Overcoming
Participation Inequality
1.
2.
3.
4.
5.
Make it easier to contribute
Make participation a side effect
Edit, don't create
Reward participants (carefully)
Promote quality contributors
Blog Talk
“Murder at Farthingay Manor”
Assignment #4
Collaboration Tools
“Playing” the Murder Mystery
http://campfirenow.com (for Group Chat)
http://itec641.wikidot.com (for Role Play)
Two chat rooms for each team
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Farthingay Manor Room
Team Room
Start in general “Team” chat room
„
When ready, leave “Team” chat room and
enter “Farthingay Manor” chat room
“Playing” the Murder Mystery
Mystery takes place over a “weekend” with
multiple time periods
Total time to work through all time periods
in mystery is 2 to 3 hours
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Friday Drinks (Completed Last Week)
Friday Dinner (Complete Today)
Saturday Lunch
Saturday Dinner
Sunday Lunch
Assignment #4
Group Paper
(http://sixdegrees.wikidot.com/assignment4)
„ Original Project Plan (Milestones, ToDo’s)
developed in Basecamp
„ Comparison of Original Project Plan with
actual project execution
„ Name of the murder(s) and how you
determined who he/she/they were
„ Observations about online collaboration to
solve a “problem” (in this case, the murder
mystery)
Team Assignments
Team Member
Role
Project Lead
Description
Lay out Project Plan, Lead
Project
Time Keeper Manage Schedule, Ensure
Chat Sessions Run on
Schedule
Note Taker
Update Project Plan with
Notes and Minutes, *NOT*
Responsible for Writing
the Assignment
Time for Hands-On in the LAB
Photo © Charles Darwin University 2005