Measuring the Effectiveness of Digital Support
Many thanks to James Ayscue for inspiring this topic. We all know that support websites are important. But how do we know that they actually
Blog: Archives
Who owns the support website?
Many thanks to Tina Yarovsky for suggesting this topic. We’ve designed many support websites, and with every project comes the question of ownership of the
Do communities and social support work?
Many thanks to Tony Long for suggesting this inquiry on whether social support and communities really work. Many support organizations have rolled out social channels but few
The New ASP Top 10 Scoring System
After decades of holding its Top Ten Support Websites competition and months of concertation with judges, ASP just unveiled a new scoring system, which will
Love it or Hate it: Website User Tours
I’m starting a new theme for posts, “Love it or Hate it”, to present pros and cons arguments about various ideas, beliefs, and attributes
Are you proud of your support website?
ASP has opened its annual “Ten Best Support Websites” awards so you can get going with your application. There are awards for small, medium, and large
7 Ways Your Support Website Frustrates Users
You’re probably “too busy” to use your own support website, but do take a quick look. Do you experience one or several common user frustrations?
Ideation: A New (Better!) Way to Manage Enhancement Requests
For most support organizations, the enhancement request process is broken. It unfolds like this: The customer opens a case to request a new feature After
The Great Support Websites workshop returns in November
After a successful inaugural run this summer, the Great Support Websites workshop is back this fall, for five 2-hour sessions on November 29, 30, and December
Last Call for Website Makeovers!
Would you like to get an impartial, detailed critique of your website that highlights the top 2-3 changes that would make the most difference to