How Involved Should Customers Be in Managing Their Own Technical Support?

Last week I wrote about my experiences when my main laptop computer died. The bright spot was that I learned about the value of remotely-sourced database access through my use of DabbleDB. The dark side: my experience with my computer vendor’s Gold service plan. Looking back, I can see advantages and disadvantages of using social media and social networking technologies as components in overall customer and technical support situations.

When a Laptop Dies: A True Tale of Business Continuity, DabbleDB, and Apple iTunes

Sometimes it's good to have everything in one place. Sometimes it's a good idea to have everything spread around. And sometimes having all your eggs in one basket will bite you. I was reminded of this earlier this week when my main laptop died. I was able to rapidly switch to two backup machines for most of what I needed to do while waiting for the Dell technician. In the process I observed a few things that are worth noting.

Overlapping and Evolving Online Communities are becoming the Rule, Not the Exception

I received an email last night from a reader of this blog asking me to comment on cost estimates he had received for the development of a new social networking service. He wants to offer targeted services to a specific but large population segment. His thinking corresponds with a lot of interest people have these days for applying social networking techniques in a profitable or meaningful way to different population groups — young people, old people, professionals, managers, sports enthusiasts, podcasters, jobseekers, lonely hearts — you name it. If there isn’t already a MySpace/YouTube/Linkedin clone targeting any group that can write a check or reach a keyboard, there soon will be.
EirePreneur has a real interesting use of OPML files and GRAZR -- a personal list of experts that is shareable. Now, I've just gotten through with updating my own feeds-on-web-page so I have some questions about the cumbersome nature of this process, but I like the idea. Check it out; it generates discussion about a variety of interrelated topics including tagging, taxonomy, what is an expert, and sexual discrimination (I kid you not).