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Twitter and conversation analysis – who’s here?
“Hoosier,” the somewhat odd name for a native from Indiana, may have its roots in conversation. One of the stories is that when a knock from someone at the door rang out, the person inside would ask,...
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A Simple Thank You
I recently needed the assistance of Apple Care when my iTunes account went a little wonky. Long story short, I needed to disconnect my iTunes account from my credit card. The support rep was friendly,...
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Learn about Leveraging the Social Web for Customer Support
The webinar and interview we recorded last week thanks to MindTouch is now available for your listening and viewing pleasure. I had a blast talking to Scott. I thought we might argue a bit on some of...
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Observations from the Open Help Conference
I attended the Open Help Conference in lush, green, over-20-inches-of-rain Cincinnati over the weekend and learned so much. I wanted to share my observations in a longer format than the 140 characters...
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Social Support and Documentation Communities
Stories of Social Media Sticking in Unlikely Places Saying, “No one reads the manual” just doesn’t hold water any more. Social technology has intersected even the classic user manual. There’s always...
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Deep Data Dive into Supporting Developers
Here at Rackspace, we watch several sources to determine if a developer is having trouble with Rackspace Cloud services, many of which are based on OpenStack. We even have a notification tool, aptly...
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