Monthly archives: April 2009

Customer Service Trend : Volunteer, Social & People Powered

Hugh Pickens on Slashdot writes:

Unpaid Contributors Provide Corporate Tech Support

"The NY Times writes about Justin McMurry of Keller, TX, who spends up to 20 unpaid hours per week helping Verizon customers with high-speed fiber optic Internet, television and telephone service. McMurry is part of an emerging corps of Web-savvy helpers that large corporations, start-up companies, and venture capitalists are betting will transform the field of customer service. Such enthusiasts are known as lead users, or super-users, and their role in contributing innovations to product development and improvement — often selflessly — has been closely researched in recent years. These unpaid contributors, it seems, are motivated mainly by a payoff in enjoyment and respect among their peers. ‘You have to make an environment that attracts the Justin McMurrys of the world, because that’s where the magic happens,’ says Mark Studness, director of e-commerce at Verizon. The mentality of super-users in online customer-service communities is similar to that of devout gamers, according to Lyle Fong, co-founder of Lithium Technologies whose web site advertises that a vibrant community can easily save a company millions of dollars per year in deflected support calls’ and whose current roster of 125 clients includes AT&T, BT, iRobot, Linksys, Best Buy, and Nintendo. Lithium’s customer service sites for companies offer elaborate rating systems for contributors, with ranks, badges and kudos counts. ‘That alone is addictive,’ says Fong. ‘They are revered by their peers.’ Meanwhile McMurry, who is 68 and a retired software engineer, continues supplying answers by the bushel, all at no pay. ‘People seem to like most of what I say online, and I like doing it.’"

This is not new, in fact the foundation of Internet collaboration was laid through such online communities who used to answer all your queries on operating systems, drivers, browsers and how to’s of fixing software usage and issues.

The availability platforms for creating online communities makes life much more simple. WordPress, Drupal and Dotnetnuke are few such platform, that you can count on and deployment is really a breeze.

It’s not that these communities are working in islands and businesses are not taking a note of it. Besides Lithium mentioned in the article, getSatisfaction is one more such example of people powered customer support and then there are companies like HP driving the global online customer support community initiative on their own. Even social networks like  facebook and twitter make good platform for offering customer service and support and where customers help customers. 

Recommended:

[pdf] Online Customer Support Communities – Customer helping customers – Top 10 Rules and the best practices followed by successful companies

[pdf] Turning Love into Money: How some firms may profit from voluntary electronic customer communities, 2001 but old is gold :)

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Social Networks, Uninhibited Life Broadcasting, Circle of Trust & Network Cleanliness

circleoftrust Trust means having confidence or faith in someone and a friend is a person you know well, have regards for and trust. Does this same apply to the people who are your friends on a social network.

In real world, you have friends but you share you life with them on a meet or need basis. That is, during a natural conversation or when you get a chance to meet them.

What social networking brings to you is the facility to share the life constantly with people around you. Few years back this phenomenon was not at all available to you.

Well, how does it matter to you. Well it of course matters to your personal "circle of trust". You keep on adding people to your social network, sometimes he/she is a person you have met before, plan to meet in future, friend of a friend, just an acquaintance, a person you would like to connect with, a colleague, person trying to sell you  or just some random person trying to reach you for a reason or no reason.

Remember the random person that you add become available to your friends and your networks. Thus to infiltrate a network of millions, you just need to be friends with one weakest social networker. This is how nastiest things happen to people in the real world and it’s no different online. In fact it is easier and faster online.

There are some filtering options provided to you on a social network to classify these people. But for most of us, these people land up as "friends". We do want our private moments and when ever we think of it and we do some housekeeping of the friends list and organize them. But almost all of us have a unmanaged and unsorted list of people as friends.

When you are broadcasting your life on a social network, you never think twice, it is almost at the spur of the moment. Every action has it’s reaction and bang these days it is on social network.

It’s not within the circle of trust. A news/pic/video which only friends should see and comment on.

It’s not something that your friend will understand, respect and keep private.

You just did it on Air, recorded on the net forever and never to be deleted. To spread is the only destination of your last update.

"The more I grow my network, the less comfortable I feel to share my life on facebook" – a friend’s status message on facebook.

How to keep your Network Clean & Broadcasts safe

  • There are many distinctions in your life – personal-private, friend-stranger, friend-enemy, friend-colleague. But as a human you are tuned to respond them in real life situations, social networks are a different world and your natural responses in natural environment doesn’t apply here. E.g. a happy face on a profile pic doesn’t reflect the present mood of the person. You might be trying to connect with a person who just committed suicide.
  • Respect yourself, respect your circle of trust and keep your network clean. If you are there to network and as an open networker, don’t share the updates that you would hate  it in future for going public
  • Respect your friends too, whatever that you do with your friend on social network is available for your “network” to see.
  • Don’t share an a highly opinionated message containing anger or hatred. It would be like stamping it with seal of proof and justifying in the court that yes you said it. And forget the world not even you can deny it.
  • If you are in doubt, think again before befriending someone. Don’t add random anonymous people with malicious intent to infiltrate your network.

 

Last but not the least.

Privacy is a myth, don’t carry it when you are online. Someone in this world, definitely knows (or can know) what you did on your computer.

Image : SEOUL MAN66 on Flickr

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Tweetbomb – a tweet which can save, shave or shake the world

@Keith Kliner talks about a very interesting phenomenon ‘tweetbomb’,  some future tweet on twitter which has the potential to reach 100 million people, mobilize them and cause an ‘act’. Something very similar to flashmobs, but much more faster and at a very large scale. And not necessarily for good.

What Keith Kliner talks about may be actually in the making and we have seen this mass hysteria or the collective obsessional behavior in many shapes and forms. For example, the recent hashtag #amazonfail; explained here and here

Evgeny Morozov is showing a similar concern in the post from hashmobs to DDOSMobs. He cites the example of recent Pirate Bay’s attack on IPFI. BTW the pirate bay leaders have denied any involvement and termed these attacks as pointless.

The Pirate Bay attacks show that pouring one’s rage on Twitter and marking it with a hashtag could be a precursor to "DDOSmobs", which I define as groups of angry Internet users who prefer to take their anger beyond Twitter and other social media and organize "denial-of-service" (or DDOS) attacks. DDOSmobs are as toxic as hashmobs, but they actually have the capacity to cause real damage. DDOSmobs could be driven by nationalism (as was the case of cyber-attacks on Georgian web-sites last summer), hatred of particular minorities (as was the case with cyber-attacks on LGBT sites in Russia), or outrage over issues like piracy (as we now see in cyber-attacks on IPFI).

The worry is therefore, bomb or no bombs or for that matter even if few rounds of bullets. Can a certain amplified human behavior, cause a greater outbreak or harm.

Yes, and more than anyone twitter is the best candidate for acting as ‘transporter’. There are bots, but still many of it’s user are humans. And humans are like that.

"Mass hysteria is never that far beneath the skin, I suppose. A human being is a thinking animal, but crowds don’t seem to be."
-Father Marco, "Escape Velocity" (p.115)

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The network theories, the actual size of your social network & the circle of intimacy

circleoffriendsImage Courtesy : Sugree / Flickr

Social Networking has become a loose term to define any kind of online connections and not the social relationships. Social Network term was in existance much before the advent of first online social network and we all need to blame Six Degrees of Kevin Bacon to trigger the wave of online social networks. This interesting experiment was may be an inspiration behind many online social networks. If you remember the first implementation of online social network “ Friend of a Friend” was a big thing and it was all about computing the shortest path to particular person whom you wanted to add on to your network.

This true nature of social networking, path display and shortest path computation still exists in LinkedIn. Many others, found out later that this is the most CPU & DB intensive task and also that people are not just here to connect but also to do many more things. But it was a novelty then and the social networking fever was picking up.

But as we network and think that we are growing our groups and getting into never ending friending. That’s where we hit the wall and realize that one Mr. Robin Dunbar is trying to stop us by tying around us with the magical number 150. From his studies he concluded that the cognitive power of the brain limits the size of the social network that an individual of any given species can develop. And for humans it was 148, rounded off to 150.

There was also this study by Peter Marsden of Harvard University that found that Americans still maintain a very few handful of individuals with whom they can discuss the important matters.  And this trend was exhibiting a dip even when Americans are great at socialising. This was similar to "dunbar circle" and we was termed as "social core". You can download the paper as “Core Discussion Networks of Americans (pdf)”

The Economist through their in-house sociologist Cameron Marlow found that we are still the same primates on facebook, twitters or any other SNS, bounded by the same networking limit. From the article:

Dr Marlow found that the average number of “friends” in a Facebook network is 120, consistent with Dr Dunbar’s hypothesis, and that women tend to have somewhat more than men. But the range is large, and some people have networks numbering more than 500, so the hypothesis cannot yet be regarded as proven.

What also struck Dr Marlow, however, was that the number of people on an individual’s friend list with whom he (or she) frequently interacts is remarkably small and stable. The more “active” or intimate the interaction, the smaller and more stable the group.

Thus an average man—one with 120 friends—generally responds to the postings of only seven of those friends by leaving comments on the posting individual’s photos, status messages or “wall”. An average woman is slightly more sociable, responding to ten. When it comes to two-way communication such as e-mails or chats, the average man interacts with only four people and the average woman with six. Among those Facebook users with 500 friends, these numbers are somewhat higher, but not hugely so. Men leave comments for 17 friends, women for 26. Men communicate with ten, women with 16.

This basically means that you are not networking or adding friends on social networks.

  • You are still within the “Dunbar Circle” in terms of your actual friends on the social networks
  • You are still within the “social core” in terms of actual conversation and social transactions.

So what actually you are doing is that you are broadcasting your life to a outer tier of the acquaintances.

As the article sums it up well:

Humans may be advertising themselves more efficiently. But they still have the same small circles of intimacy as ever.

Once you have given a read to The Economist article “Primates on Facebook” you must also go through Cameron Marlow’s blog overstated and read “Maintained Relationships on Facebook” where he explains the approach, the data and the analysis and also to answers some questions raised through Monkeysphere (which is also a nice read / twist)

Happy Friending !!!

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Where are the new age polymaths ?

180px-Leonardo_self A polymath is a person whose knowledge is not restricted to one subject area. In less formal terms, a polymath (or polymathic person) may simply refer to someone who is very knowledgeable. Most ancient scientists were polymaths by today’s standards. Leonardo da Vinci is regarded as an archetypal "Renaissance Man" and is one of the most recognizable polymaths.

However, when wikipedia refers to the list of polymaths there are very few polymaths from the recent times. Herbert Simon is the most recent polymath, but unfortunately he is no more.

Then I came across FT’s book review "The Age of the Unthinkable: Why the New World Disorder Constantly Surprises Us and What We Can Do About It" by Joshua Cooper Ramo. Two words that I picked up there were “growing complexity” and “ceaseless newness”, the issues of  the modern world and I asked – “does it stop you from being a polymath ?”

Further how do you define a polymath in the modern world. A person with multiple certifications and degrees from same or varied disciplines or a person with ability to create many things.

The modern world measures your intelligence and expertise by the grasp of reproducable knowledge or by the original thinking and original creations.

The modern world means mass-anything, is your expertise then dependant or acquiring the stuff that mass already has or even if you align towards a particular niche is it still a subset of a mass.

While these thoughts were colliding together in my mind, I came across this question on Ask MetaFilter – Is it possible to be a polymath these days?

Here’s the capture of some of the comments and my arguements or viewpoints with the those comments:

The body of human knowledge has grown too large for any single person to master it. The traditional "rennaissance man" was able to do that because the body of knowledge at the time was far smaller. – Class Goat

The body of knowledge will always be greater and overwhelming with the current context of that society. If one is a polymath it doesn’t imply that he has conquered all the possible existing body of knowledge. The following comment puts it nicely and also talks about distinction between the polymath and the jack of all trades.

Well, I guess it comes down to definitions. I would say that a polymath need not be deeply versed in every field of human knowledge, only have significant competence in a large number disciplines. Today’s average first-world citizen enjoys considerably more freedom, opportunity, and leisure to pursue such expertise than most people living during the Renaissance. (The fact that they mainly choose to watch TV is unfortunate.)

Others might argue that my definition draws too fine a line between the polymath and the jack-of-all-trades. Perhaps. I can paint a portrait, write a sonnet, play a very competitive game of chess, code in a variety of programming languages, compose a melody, build a pin-hole camera and develop the pictures, write a novel, and build a fine wood table. I’m not saying I’m exceptionally gifted at any one of those things. While I can do them competently, I’ll never be remembered as a poet with a capital "P" or design the next internet.

There are very few people alive today who can be the best of the best in multiple, unrelated disciplines. You will find few individuals who are simultaneously Nobel Prize worthy Physicists, Pulitzer caliber journalists, and gold medal winning cyclists. But, compared to the Renaissance, I’m not sure there are any fewer of them either.

But in short, the conclusion is, the question didn’t get any answers on – is it possible to be a polymath these days or there are any recent example of a polymath. if you come across any, please put it in the comments or tweet with me on this topic http://twitter.com/santoshmaharshi

Image : Wikipedia

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Video: IPL Carnival 2009 LIVE!

Watch IPL Carnival Live on MSN Video

<br/><a href="http://video.msn.com/video.aspx?mkt=en-in&amp;vid=2542b07e-6f68-44da-a828-48acb45103c2" onclick="javascript:_gaq.push(['_trackEvent','outbound-article','http://video.msn.com']);" target="_new" title="IPL Carnival 2009. LIVE!">Video: IPL Carnival 2009. LIVE!</a>

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Have your say on Indian Elections – MSN India Citizen Speak

Have an opinion on Lalu’s bank balance or BJP’s stand on Varun? Will Congress score over BJP with ‘aam aadmi’ agenda? Is Third Front a myth or reality? Join the debate, put forth your viewpoints …because your opinion counts.

 

More on MSN Contribute (Citizen Speak)

For more India Elections 2009 updates visit msnindia.com/elections, subscribe to rss feed, get all the updates on page @ elections 2009 news archive or follow MSN India on twitter twitter.com@msnindia

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India Elections 2009 Aggregator on MSN India powered by Live Search

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For more India Elections 2009 updates visit msnindia.com/elections, subscribe to rss feed, get all the updates on page @ elections 2009 news archive or follow MSN India on twitter twitter.com@msnindia

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Create & Play Quizzes on MSN India Quiz

MSN India Quizhttp://msnquiz.in

Participate in exiting & entertaining quizzes, create your own quizzes and invite friends to participate.

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