Full Circle Associates

One of my oft-used lines these days is "take a community perspective." Well, in reading my pal Dave's blog in a flyby blog reading moment, I saw this post which documents a community perpsective on service. I love it!

Dave Burke : Community Server Second Shift Support Crew: "I'm geeking here at 11:30 PM Eastern Standard Time. Like always, I keep an eye on my Telligent 'We Never Close' Inbox to catch whatever is going on among the Telligenti. And since I am on the Community Server Support Team, I get copies of all Gold Support correspondences, even those I handle myself. Works great, and another example of the power of the CS Mail Gateway.

A new ticket comes through 40 minutes ago about a Single Sign-On license issue. Hm. I didn't have the answer personally so I went back to my geeking, knowing that there are others on the team with godlike knowledge of all-things-Community-Server who will answer when they can. And besides, the Gold Support Service Level Agreement clearly states that response is provided during business hours only.

Ten minutes after the first email, a response from Ken Robertson (around 8:00 PM Pacific Time) arrives with the answer. Less than 10 minutes after that, the client reports back that everything is jake and Ken's instructions were exactly what he needed."

Now, if I only had time to edit the other 30 partially written posts sitting in the queue! Not likely!

Tags: community_indicators