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Topic:  Social Support Communities and Content Creation

With Joe Hines, Senior Manager for online support at Apple

Social support communities have emerged as a dynamic and powerful support channel – and they have also proven to be a boon to knowledge sharing including content creation, findability, and issue identification. They also seem to provide an alternative to structured, formalized knowledge management, for instance as embodied in Knowledge-Centered Support or KCS, so that internal communities in particular are often used as a grassroots alternative to standard knowledge sharing initiatives. We will explore why and how internal and external communities intersect with knowledge creation and knowledge management.

Joe Hines is Senior Manager for online customer support systems and knowledge management at Apple.

Like all Third Tuesday presentations, Joe's will be PowerPoint-free and interactive. Come with your questions and your experiences to share!

Register for the 1/18 breakfast

The Third Tuesday Forum offers regular roundtables for support executives in the San Francisco area to discuss the topics we embrace and wrestle with every day.  Join us for PowerPoint-free, sales pitch-free discussions on everything from services marketing to escalation management to knowledge management strategies.

Attendance is limited to ensure lively conversations. There is no membership fee: just register for the meeting and contribute $40 to fund the breakfast and room fees.