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April 15, 2011 by annegentle

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 the points, but we were in much vehement agreement that day! It’s just over an hour long. video […]

Filed Under: social media, techpubs, work, writing Tagged With: learning, metrics, mindtouch, social, socialmedia, support, webinar

August 25, 2010 by annegentle

A Simple Thank You

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, kind, and understanding. She worked pretty quickly within the system to get me what I needed. All in all, a […]

Filed Under: social media Tagged With: appreciation, customer service, service, support

October 26, 2009 by annegentle

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, “Who’s here?” and the greeting was shortened to “Hoosier?” Since I grew up in northern Indiana, my memories […]

Filed Under: social media Tagged With: conversation, customer support, documentation, software, support, twitter

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More reading

Bubble graph showing sources of developer support data

I’ve been thinking a lot about developer support at Cisco recently, especially for the way the world works today with multiple cloud providers. This post is a re-publish of my talk from over five years ago, but the techniques and tools for listening and helping others are still true today. At Rackspace, we watched several […]

Cisco DevNet is our developer program for outreach, education, and tools for developers at Cisco. From the beginning, the team has had a vision for how to run a developer program. Customers are first, and the team implements what Cisco customers need for automation, configuration, and deployment of our various offerings. Plus, the DevNet team […]

I had a great talk with Ellis Pratt of Cherryleaf Technical Writing consulting last week. Here are the show notes, full of links to all the topics we covered. Podcasts are great fun to listen to and participate in, if a bit nerve-wracking to think on your feet and make sure you answer questions succinctly […]

At the beginning of this year, I worked hard to summarize my thoughts on API documentation, continuous publishing, and technical accuracy for developer documentation. The result is an article on InfoQ.com, edited by Deepak Nadig, who also was forward-thinking in having me speak to a few teams at Intuit about API documentation coupled with code. Always […]

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