Monday, April 27, 2009

NYT Article: Customer Service Volunteers

Enthusiastic power users are helping others for free. Check out the NYT article.

It's good to remember the 1-9-90 rule when it comes to online participation.

"About 1 percent of those in the community...are super-users who supply most of the best answers and commentary. An additional 9 percent are “responders” who mainly reply and rate Web posts, she said, and the other 90 percent are “readers” who primarily peruse and search the Web site for useful information."

2 comments:

Michael Wood-Lewis said...

Good point, Karyn. In one Front Porch Forum neighborhood that we studied in Burlington, we saw that 50% had posted in the past six months... very different than the standard 1:9:90 rule. Cheers. -Michael

Karyn Vogel said...

Maybe hyperlocal sites do better. Have you seen this article about New Voices grants given to hyperlocal sites?

http://www.placeblogger.com/blog/tish/eight-hyperlocal-startups-receive-new-voices-grants