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Do you have a process for listening that I have not seen?
What are your persona listening systems? I am not asking for the technical details of the underlying architecture, but a high level understanding of the business rules.
I realize that you are a small company with a staff that is stretched thin. I am not expecting a full blown MVP system with multiple levels of interactions and benefits such as the one extended to industry leaders by Microsoft (http://mvp.support.microsoft.com/gp/m...).
There have been several 'problems' and 'questions' raised over this past week about challenges that some users have felt, and answers given by corporate insiders within the LinkedIn Q&A forum itself that appear from the outside to be very disconnected.
I have been a user of a free account for several years and enjoyed the interactions that I have participated in with employees on several different forums.
I have never seen a questionaire, survey or focus group myself or one mentioned on any of th groups, forums, or platforms elsewhere on the web. Over the past week's worth of discussions on Twitter, FriendFeed, Facebook, Ning, Yahoo Groups, I have seen the same questions arise in different ways from many people.
Some have been HR generalists that have participated in focus groups at Monster in Boston.... all the way to accountants that have attended think sessions on the future of tools at Google... and pretty much every geographical location in bewteen... no one can find any reference anywhere of feedback form people who have been invited to participate either as a one off occurence or in an ongoing influencer capacity.
Again, I am not asking for the details of the marketing firm you engage, but an understanding of your current methods &/or future roadmap for improvements in the way that different kinds of users provide imput into live site issue prioritization / future features / knowledge base enhancements.
I will be reaching out in several different platforms I participate in and encouraging people to respond with thier thoughts on how they would like to be 'listened' to.
Thank you for your continued engagement in this forum.
With warm reguards,
Nancy Babyak, PMP
nbabyak@hotmail.com
LinkedIn: http://www.linkedin.com/in/nbabyak
Twitter: http://twitter.com/nbabyak
I realize that you are a small company with a staff that is stretched thin. I am not expecting a full blown MVP system with multiple levels of interactions and benefits such as the one extended to industry leaders by Microsoft (http://mvp.support.microsoft.com/gp/m...).
There have been several 'problems' and 'questions' raised over this past week about challenges that some users have felt, and answers given by corporate insiders within the LinkedIn Q&A forum itself that appear from the outside to be very disconnected.
I have been a user of a free account for several years and enjoyed the interactions that I have participated in with employees on several different forums.
I have never seen a questionaire, survey or focus group myself or one mentioned on any of th groups, forums, or platforms elsewhere on the web. Over the past week's worth of discussions on Twitter, FriendFeed, Facebook, Ning, Yahoo Groups, I have seen the same questions arise in different ways from many people.
Some have been HR generalists that have participated in focus groups at Monster in Boston.... all the way to accountants that have attended think sessions on the future of tools at Google... and pretty much every geographical location in bewteen... no one can find any reference anywhere of feedback form people who have been invited to participate either as a one off occurence or in an ongoing influencer capacity.
Again, I am not asking for the details of the marketing firm you engage, but an understanding of your current methods &/or future roadmap for improvements in the way that different kinds of users provide imput into live site issue prioritization / future features / knowledge base enhancements.
I will be reaching out in several different platforms I participate in and encouraging people to respond with thier thoughts on how they would like to be 'listened' to.
Thank you for your continued engagement in this forum.
With warm reguards,
Nancy Babyak, PMP
nbabyak@hotmail.com
LinkedIn: http://www.linkedin.com/in/nbabyak
Twitter: http://twitter.com/nbabyak
I’m unsure about the future
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Inappropriate?Hi Nancy,
So the short answer to your question is, "Yes", there are quite a few methods of listening that you may not have seen personally. Actually, this is an area of continued expansion for us at LinkedIn, as we are constantly looking for new ways to listen and understand the needs of our members.
Most of our techniques would be familiar to most with a product design background, including but not limited to customer service, usability testing, user research & surveys, focus groups (in multiple cities/countries), individual success stories, LinkedIn Answers, and direct customer feedback.
In addition to the above, we spend considerable time writing & responding to conversations started on our corporate blog (blog.linkedin.com), Twitter, and other forums like this one. We're actually constantly expanding the number of methods for customers to reach us. For example, the "send us your feedback" link, launched with the new Homepage in February, provides a direct channel for feature suggestions & improvements read by many of the product managers and engineers at LinkedIn.
One method of feedback that we also spend considerable time on is based on the "silent millions" of users who effectively tell us what they value on the site through their direct site behavior - what they click on, where they exit, etc. Site metrics are considered an additional channel of customer feedback that we invest heavily in.
We try to find balance between channels of communication that bias towards various segments of our active users and those that represent the vast majority of LinkedIn users on the site.
Hope this helps.
Adam
http://www.linkedin.com/in/adamnash
I’m glad to help.
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