Architecture | Inconsistency kills IBM’s community content & usability

IBM’s “Communities” zone may host the largest number of communities — and be pushing the boundaries of “true” community content through member-defined navigation — but at the end of the day, it all comes down to conventions, expectations, and a lack of standards.

Architecture | Inconsistency kills IBM’s community content & usability2016-11-21T18:28:09-07:00

Support forums | Why silence speaks louder than words

It is best to have public support forums that are positioned as a way for customers to help the company build better products — and encourage communities — than to create a deafening silence that allows prospects to fill in the wrong blanks. This, of course, leads one (or at least me) to ponder why a company would hide its forums behind the proverbial firewall when the industry convention is to allow visitors to freely peruse support forum entries.

Support forums | Why silence speaks louder than words2016-11-21T18:28:14-07:00