Walking the fine line between too many choices and enough options: Best practice discussion with Marc Canter
Posted by Mukund Mohan at 3/6/2007 10:15 PM 
Categories: Business Communities,Social Network,Customer Community,User Community,Internal Community,Partner Community,Best Practice
Categories: Business Communities,Social Network,Customer Community,User Community,Internal Community,Partner Community,Best Practice
 | Marc Canter is a legend by most people's standards. He has contributed so much to the industry that few people dont know him or his work. He founded MacroMind - which later became MacroMedia. He is also credited with the first virus distributed in commercial software. He currently CEO of Broadband Mechanics, a 25+ person social network software and solution company with primary offices in Walnut Creek California. |
Marc's current company provides
Got me thinking about the multiple choices that are offered by communities for customers to contribute, collaborate and share. Let me tell you a story:
A customer wanted to ensure people send them feedback on a product release, so they put a new discussion board thread, started wiki for entering new bugs, allowed bug submission by customer service calls and also allowed customers to post comments on new feature blog. Turns out managing all these various options to communicate was not all that successful. Some customer feedback was ignored, some was acted upon - "Who shouted the most, got what they wanted".
Its important to provide options - and in Marc's case for Broadband Mechanics, it makes a lot of sense. In case when you are expected to fulfill every option offered as if it were the only option - ensure you staff appropriately for it.
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