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saved by2 people, first byJames E Robinson, III on 2007-05-08, last byalana post on 2008-03-31

  • So what are the core benefits of making this change?
  • core benefits
  • core benefits
  • the benefits will vary depending on the business and the audience
  • some core benefits
  • Humans are social animals. Therefore, it is likely that there is social activity happening around your content or service whether you want it to or not.
  • This is a crucial situation brought to bear by social features…when users complain you are given a clear choice
  • Perhaps the least talked about benefit of social features is that they are wonderful precursors to a data-driven design strategy.
  • data-driven design
  • Social features help reduce support costs by recording help issues publicly and letting customers help themselves.
  • Bulletin boards, of course, have been around even longer than the Web itself. But making them public and searchable makes them valuable resources for everyone.
  • Sometimes the users of the products are as knowledgeable about a product as the support people are. Social features allow them to help out and make the community stronger as a result.
  • Opening up communication channels with customers engenders trust, and that can be priceless.
  • When you implement social features, it is a signal that you care what people have to say.
  • backing up your features by actually listening is necessary for the long-term health of your site, so the activity doesn’t end with implementation.
  • In addition to the explicit benefits for the site owner, implementing social features means building a community around shared experiences.
  • People respond best to communities where they believe they’ll find like-minded people and where they feel their ideas and opinions matter. This trust is the real benefit of social software.
  • social features isn’t so much a leap of faith as it is an investment in a long-term experience design strategy
  • It may take months before a social support site starts to take over support activities from a call center
  • your customers now see your site as being run by human beings instead of nameless droids,
  • you’ll realize that social features are only surfacing what exists already, and it’s really just a human-centered way forward.
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