[IxDA Discuss] How would you use this report?

[Jon Strande]

Tom,

One other thing you can do very quickly and inexpensively is talk to the
customer service folks. Ask them about the phone calls and emails they
receive most from people, my guess is that you'll discover some common
themes. Those might help sort of some of the answers that people gave on the
report to what they actually care about.... sure, it's easy to answer "yes,
I'd IM someone", but what they really care about is being able to quickly
get the answer to the question about financial assistance (for example).

We have a customer service group as well as a very technical product
information team, my group spends at least a few hours a month with someone
from each of those areas, the insights we get are always rewarding.

Jon



On 7/3/07, Tom Dell'Aringa <pixelmech at gmail.com> wrote:
>
> On 7/3/07, pauric <radiorental at gmail.com> wrote:
> >
> > I see this virtual IM as eliminating a number of barriers when compared
> > with initiating a conversation via local clients.  Its not hard to
> visualise
> > a potential student utilising this if they were browsing one of your
> sites
> > (another hunch) 'Its there, its easy, why not?'
>
>
> Good point, and a little more controlled than typical IM
>
> I do appreciate this takes a significant amount of financial commitment to
> > implement & support though.  As per point 8 in the recent UIEtips: Ten
> Ways
> > to Kill Good Design, it might not be "technically feasible".
>
>
> Yep, that would be my concern too. I don't know that we have the resources
> to have enough people on the other side of that widget, but it's worth
> exploring.
>
> Thanks!
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