Socially Enabled Information Structure: Understanding the Help 2.0 Revolution.
Traditional help files are passé, failing to serve customer needs and lagging behind the shift toward Web 2.0 interaction. Help 2.0 moves beyond repurposed static documents to integrate current strategies and capabilities for a more complete, engaging and satisfying customer experience. The approac...
| Publicado en: | Bulletin of the American Society for Information Science & Technology Vol. 37; no. 6; pp. 22 - 26 |
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| Formato: | Journal Article |
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Wiley-Blackwell
Aug/Sep2011
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| Acceso en línea: | Ver este registro en EBSCOhost |
| fields | @attributes: recordID: 1 pdfLink: plink: https://search.ebscohost.com/login.aspx?direct=true&db=ccm&AN=104704664&site=ehost-live header: @attributes: shortDbName: ccm uiTerm: 104704664 longDbName: CINAHL Complete uiTag: AN controlInfo: bkinfo: dissinfo: jinfo: jid: 19316550 BSI jtl: Bulletin of the American Society for Information Science & Technology issn: 19316550 maglogo: Y pubinfo: dt: Aug/Sep2011 vid: 37 iid: 6 pid: 480 pub: Wiley-Blackwell place: Malden, Massachusetts artinfo: ui: 104704664 2011323429 10.1002/bult.2011.1720370608 104704664 ppf: 22 ppct: 4 formats: fmt: @attributes: type: P tig: atl: Socially Enabled Information Structure: Understanding the Help 2.0 Revolution. aug: au: Abel, Scott sug: subj: Social Behavior Website Development Information Services Internet Social Networks Collaboration Feedback Web Search Engines Electronic Publications Guest Relations Documentation ab: Traditional help files are passé, failing to serve customer needs and lagging behind the shift toward Web 2.0 interaction. Help 2.0 moves beyond repurposed static documents to integrate current strategies and capabilities for a more complete, engaging and satisfying customer experience. The approach features the interaction of an online support community with collaboration and feedback opportunities. Support sites based on the 2.0 model can provide membership access, user generated content, incentives for contributing and personalization options. They can also contribute to search engine optimization. Content analytics reveal member, group and site metrics--business critical data that can drive sales and revenue. Help 2.0 provides information for current and prospective customers, building a community, enhancing satisfaction and proving the effectiveness of exceptional support. pubtype: Academic Journal doctype: Journal Article ougenre: Article language: English refInfo: holdings: @attributes: islocal: N |
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