Unless you were liking under the rock for last few years, I am sure you have heard about Web 2.0.

Tim O'Reilly coined the term Web 2.0 and the term has really has resonate very well.

What are your thoughts about how Web 2.0 can be applied to Support to create Support 2.0? Or do you believe Support already uses Web 2.0 concepts?

I am very interested in hearing your thoughts.

Here is why you need remote support!!

The Australian paper The Age has a great story about how Iveco is using WebEx Support Center to remotely trouble shoot issues in....no, not Knowledge Worker's PC.....in a truck. The march of computers in industrial machines continues and the downtime in this mission critical machines can cost lot more then downtime of a knowledge worker's PC. Interestingly, lots of computers in this industrial machines use standard OSs like Windows. This makes is easy to remotely support this machines wit ...     Read entire post

While working out yesterday, I was listening to podcast by Greg Ballard, CEO of Glu-Mobile. About half way into the podcast, Greg was talking about how his mom, before he went off to college,  told him to never try to save money on toilet paper and  peanut  butter. Having run various companies and having tried to save on customer service, with disastrous results, he has  slightly updated the advice he will give his kid when they go off to college: "Don't try to save m ...     Read entire post

If you are a typical knowledge worker or senior executive, you are highly mobile and 'on'24x7. Blackberry has solved the problem of giving you access to your email, calendar and contacts on the move. But, what about your documents on your PC? And, what if you don't have Blackberry....after all Blackberry is pretty expensive and rationed in most organizations to only senior executives. For those who are familiar with WebEx PCNow, you probably know PCNow as a service that allows you remote acce ...     Read entire post