Tuesday, June 24, 2014

We Did It! IBM is one of the Ten Best Web Support Sites of 2014!

We Did It!
IBM has been recognized as one of the Ten Best Web Support Sites of 2014 by the Association of Support Professionals!

One of my last projects I completed before leaving IBM was to lead the application team for IBM's entry in this year's Ten Best Web Support Sites competition. I can't begin to describe how proud I am of our team of writers, editors and reviewers - all whom ensured the judges were well aware of all the improvements IBM accomplished over the previous year. I must additionally praise the IBM web development team for giving us such a great support site to work with!

Award Background
Now in its 17th year, the annual "Ten Best Web Support Sites" competition is one of the most prestigious awards a company can receive for its online support efforts. It requires a 12 page paper as part of the application process, documenting your company's greatest challenge, how you overcame this challenge, the metrics process used to measure success of your support site and 3 feature highlights of your support site. Then volunteer judges, who are subject matter experts in support site design and functionality, take over a month to score the submitted websites based on 25 specific criteria.

What is the Association of Support Professionals?
The Association of Support Professionals (ASP) is an international membership organization for customer support managers and professionals. In addition to its annual "Ten Best Web Support Sites" awards, the ASP publishes research reports on a wide range of support topics, including support compensation, fee-based support, and services marketing. The ASP also provides its members with discounts and career development services. Visit asponline.com for complete association details.      

Next steps
In the near future, you'll see a press announcement from IBM. IBM will also place the following logo on its support site in various areas.

Additionally, the ten winning sites will be profiled in a book called "The Ten Best Web Support Sites of 2014", to be published by the ASP in July - I'm looking forward to seeing my name in that book! 
Also, I was one of the judges this year - no, I didn't judge IBM's site...

Overall, very exciting news for my friends at IBM - I can't wait to read the ASP book this summer!

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