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Learning Pool, Craigslist and the Importance of Customer Service

17 Mar

One of the great things about working for Learning Pool is the vibrant community which has developed and is getting bigger every day. The community allows our subscribers to connect not only with each other but also the Learning Pool team. It’s a great way for us to find out how they are finding our services, provides a platform for them to post any questions they might have and creates a direct two way conversation between Learning Pool and the people who make our work possible.  Listening to our community is an integral part of our Customer Service delivery.  Although we have a dedicated customer service team, we feel that each and every staff member is also responsible for this, no matter what their job title is.

Craig Newmark, founder of Craigslist and CraigConnects is somone Learning Pool and in particular Mary McKenna, the company’s Co-Director, looks to as a hero in terms of not forgetting the importance of customer service, something which online companies in particular can sometimes overlook. Despite having set up the hugely popular online classifieds site over 10 years ago, he still interacts with customers at a very close level, describing his roles within the company as customer service representative and founder; in that order.

The very modest Craig kindly answered some quick questions for Learning Pool just after this year’s SXSW Interactive on the importance of customer service, democracy and online engagement, which you can read below.

Q. You define your positions at craigslist as Customer Service representative followed by founder, why do you think it’s important to maintain such a front-facing role with users of craigslist?

Doing customer service seriously keeps me permanently connected to our grassroots community, permanently anchored to reality.

Also, I’m publicly committed to doing customer service only as long as I live. After that, it’s over.

Q. Trusted Online communities are at the heart of craigslist sites. Learning Pool also provide an online learning community for the UK public sector, which is extremely active. Why do you think that when managed correctly, online communities can be so powerful?

Anytime you have people of good will working together, it’s really hard to stop them. Doesn’t matter offline or online.

Q. Alongside Craigslist you’re involved with organisations which promote public diplomacy and transparency within government, why do you think this is so important?

It feels really good to make a difference, and these groups strengthen
democracy and help people who really need a hand.

Q. Do you think that government organisations should engage more online with citizens to help improve their own customer service?

Very much so, and I’m doing so with a number of agencies in Washington.

Lots more needs to be done by people smarter than me; my contributions are, at best, modest.

Further Resources:

Checking into Clay Shirky’s Brain: Social Media as Revolutionary

17 Mar

Clay Shirky is a much respected writer, consultant and teacher on the social and economic effects of internet technologies.

Just how highly Shirky’s knowledge on this area is appreciated was seen during his keynote session at SXSWi with not only over 500 people turning up for this but some attendees checked into the session on Foursquare not under the venue name but rather as being present in Clay Shirky’s brain!

 

 

The focus of Shirky’s session was on how social tools such as blogging software, networking sites and online collaboration platforms support group conversation and group action in a way that previously could not be achieved through traditional institutions.

Shirky used the current situation in Egypt as an active example of social

Egyptian Christians join hands to protect praying Muslims in Tahrir Square. Photograph: Nevine Zaki

media being used to support political revolution. His inclusion a powerful photograph of Egyptian Christians joining hands to protect praying Muslims in Tahrir Square, and his call for “more responsive governments” resulted in loud applause from audience members.

He highlighted that any form of media which allows distribution of information, even as far back as the evolution of the printing press has the potential to evoke political change.

Shirky discussed key ways in which the internet has advanced this revolutionary potential-

  • It allows amateurs access to the public sphere.
  • Provides easy group formation and access to each other.
  • Allows not only access to information but more importantly access to conversations.
  • Unites people in a common goal which can then be synchronized into action.

The ideas discussed during his session are explored in more detail in Shirky’s book, Here Comes Everybody: The Power of Organizing without Organizations (2008).

Jeff Jarvis, What Government Could Do?

15 Mar

What Would Google Do? is the first book by Jeff Jarvis.

In the book, Jarvis looks at the one company that he feels truly understands how to succeed in the internet age and then take the lessons that google would do and apply them to a number of industries, companies, and institutions, from carmakers to restaurants to universities to government. I grabbed a very quick chat with Jeff about the latter, during his book signing at SXSW.

Read below where the idea for the book came from.

In July 2005 Jeff Jarvis posted on his BuzzMachine blog that Dell Sucks.

The post took the form of an open letter to Dell Chairman Michael Dell and Chief Marketing Officer Michael George, in which he recounted his struggles with their customer service department.

At the time BuzzMachine frequently received more than 5,000 visitors a day, within 24 hours Jarvis open letter was the third most linked-to post on the blogosphere.  It also triggered dozens of other bloggers and hundreds of commenters to publicly complain about the service they too had received from Dell, linking back to Jarvis’s original post in the process.  Through tagging and the power of search engines like Google to pick up these conversations, people wanting to talk about the same things, in this case, how much Dell sucked, were connected online.  The response to Jarvis’ post showed that the internet was giving customers a public platform in which to have their complaints heard. The viral spread of the criticism was made worse as at that time, Dell had yet to learn how they like their customers should be using the internet to listen to and respond to conversations which were taking place about them online.

What Would Google Do? is a great book that not only captures the massive changes the internet is having on marketing and advertising but in how people consume and respond to information and the effects of this on our culture.

SXSW Interview: David J. Neff and The Future of Nonprofits

13 Mar

I caught up with nonprofits innovator and author, David J. Neff during SXSW to discuss his forthcoming book, The Future of Nonprofits: Innovate and Thrive in the Digital Age.  David has written the book alongside Randal C. Moss and it explores  how the future of innovation, internal entrepreneurship, fundraising and social media communications are going to radically reshape the landscape of nonprofits in the next five years.

Neff has been helping nonprofits become more innovative for over 10 years. This includes launching the American Cancer Society’s first software program , building the first ever user-generated Web Site for those affected by cancer, and starting their Social Media, Online Giving and Film departments.

Currently Neff is working on setting up his own nonprofit called Lights. Camera. Help. which aids nonprofits to focus on good through film, education and the world’s first film focused volunteer program.

I spoke to Neff about how The Future of Nonprofits came to be written, the key ways the landscape of nonprofits is going to change over the next few years, how he defines an internal entrepreneur and how nonprofits can use these people to drive development within their organisations. Listen to the interview below.

Visit The Future of Nonprofits website to learn more about the book and the authors.

Check out My Learning Pool to see how Learning Pool are aiding nonprofits and anyone involved in the civil sector to become more efficient and respond positively to increasing budget cuts through a range of engaging, online training modules.

Teenage Kicks Comes to SXSW

11 Mar

Austin is roughly 4,600 miles from Northern Ireland but the natural gravitation or more accurately the organisational skills of Digital Derry means that on Day One of SXSW a few of us Maiden City natives (and honorary Derry folk) were able to catch-up.  It was great to see some of the city’s and Northern Ireland’s increasingly thriving digital sector make the trek to SXSW and also get the chance to meet some people whose paths I’d never even crossed at home!

Check out below a list of the diverse Northern Ireland organisations who alongside myself for Learning Pool are in attendance at SXSW.

Belfast Metropolitan College

BioSuite

Crafty Devil

Digital Derry

Ecliptic Labs Ltd

Exitoso

Filmtrip

Independent Music.com/Smalltown America

Learning Pool Ltd

Lookaly LLP

Maverick Renegade Productions

Michael Beattie Media Ltd

Origin Partners Ltd

Pierce Communications

Queens University

Score Draw Music

Seedups (UK) Ltd

South West College

The Nerve Centre

University of Ulster

urMuzic.com

And of course any excuse to post this…

Scheduling and Surviving SXSW

10 Mar

Like their burgers and soft drinks, when it comes to festivals Americans know how to do them big. The largest of these is undoubtedly SXSW. The music, film and interactive festival attracts roughly 12,000 registrants to its Austin home-base each year.

Alongside the great weather and renowned Texas hospitality the festival’s large draw is the diverse and jam-packed schedule which makes up each of its three parts. This year, I’m going along to the interactive section of SXSW.

Planning your schedule can be  over-whelming at first with hundreds of sessions on offer across its five days and the desire to get the most out of your money and air miles.

Given that this is  an interactive event an impressive amount of  online schedule planners and mobile apps have been developed to help registrants get to grips with the sessions and not pass out on day one. Even the most organised of attendees may find their planning levels lowered by over-indulging in the free parties and find themselveswandering aimlessly around the Austin Convention Centre in search of the session they knew they wanted to attend but can no longer remember what it was or when it was on.

I used austin2011.sched.org to plan my schedule which was great as it had not only the official sessions on offer but the unofficial parties and music events not covered on the SXSW Website.

Take a look below at some of the events I hope to attend at SXSW Interactive 2011, well if those parties don’t wear me out on day one…

Friday, 11 March

2.00pm-3.00pm Marketing Budgets Have Gone Social-Is it Working?

5.00pm-6.00pm Why Would We Think Social Media Is Revolutionary?

Saturday, 12 March

9.30am-10.30am The Future of Nonprofits: Thrive and Innovate in the Digital Age

11.00-12.00pm Marketing Lessons from the Grateful Dead

11.30-12.30pm What the Government Can Learn From Amazon

3.30pm-4.30pm Baby’s Gotta Face For Radio: Web Based Radio?

Sunday, 13 March

11.00am-12.00pm Getting Strategic with Social Media for Social Good

12.30pm-1.30pm Bloggers Fight Back: Legal Workshop for Music Bloggers

3.30pm-4.30pm Nonprofits and Free Agents in A Networked World

Monday, 14 March

11.00am-12.00pm Edinburgh, Austin & the Future of Festivals

5.00pm-6.00pm Better Living Through Cloud Computing

Tuesday, 15 March

12.15pm-1.15pm F***cking Old Spice Guy: Race, Sex, Micro-Celebrity

3.30pm-4.30pm Rockin’ the Check-in: Location Strategies for Musicians

And the above doesn’t even include my reserve list….Alongside the playful sessions names, what I like most about the interactive schedule is that it’s not only designed for web developers and  techies but offers something for everyone involved in the online world. It also connects our growing use of the web with traditional communications such as radio and shows the increasing importance of the web on the music industry; great for this media consultant working, music loving, radio addict.

View the full SXSW Schedule here.