Comments on: A Tale of Two Vendors http://ronamok.com/2008/08/21/a-tale-of-two-vendors/ Social Media for Executives Tue, 09 Mar 2010 01:30:33 +0000 http://wordpress.org/?v=2.9.1 hourly 1 By: Ron Fuller http://ronamok.com/2008/08/21/a-tale-of-two-vendors/comment-page-1/#comment-13631 Ron Fuller Wed, 10 Jun 2009 02:58:44 +0000 http://ronamok.com/?p=152#comment-13631 Ron, we are listening. http://www.mentor.com/blogs Ron Fuller Web Manager, Mentor Graphics Ron, we are listening.

http://www.mentor.com/blogs

Ron Fuller
Web Manager, Mentor Graphics

]]> By: Recent Links Tagged With "asic" - JabberTags http://ronamok.com/2008/08/21/a-tale-of-two-vendors/comment-page-1/#comment-12863 Recent Links Tagged With "asic" - JabberTags Sun, 02 Nov 2008 22:19:51 +0000 http://ronamok.com/?p=152#comment-12863 [...] public links >> asic A Tale of Two Vendors Saved by nalobi on Sat 01-11-2008 Will ASIC investigate all ‘alternative energy companies’, [...] [...] public links >> asic A Tale of Two Vendors Saved by nalobi on Sat 01-11-2008 Will ASIC investigate all ‘alternative energy companies’, [...]

]]> By: Ron http://ronamok.com/2008/08/21/a-tale-of-two-vendors/comment-page-1/#comment-12577 Ron Fri, 22 Aug 2008 22:02:38 +0000 http://ronamok.com/?p=152#comment-12577 Great points, Joel. I think of User Forums as different than blogging. In the Cadence New Media model, however, they've tied them together. I'd prefer to see rules like Synopsys has, that: a) anyone can read a blog posting or a forum posting, b) anyone can leave a comment on a blog, and c) you must register to leave a comment on a forum. Lastly, all user-generated content must conform to the TOS/guidelines setup by the community manager, or risk being taken down. As for the proprietary nature of chip design, you are right. If I'm Intel and my chip isn't simulating correctly, I don't want to blab that to the user community. Those type of conversations need to remain behind the firewall using the more traditional form of customer support. User Forums don't replace customer support, they augment it. Great points, Joel.

I think of User Forums as different than blogging. In the Cadence New Media model, however, they’ve tied them together. I’d prefer to see rules like Synopsys has, that: a) anyone can read a blog posting or a forum posting, b) anyone can leave a comment on a blog, and c) you must register to leave a comment on a forum. Lastly, all user-generated content must conform to the TOS/guidelines setup by the community manager, or risk being taken down.

As for the proprietary nature of chip design, you are right. If I’m Intel and my chip isn’t simulating correctly, I don’t want to blab that to the user community. Those type of conversations need to remain behind the firewall using the more traditional form of customer support. User Forums don’t replace customer support, they augment it.

]]> By: Joel http://ronamok.com/2008/08/21/a-tale-of-two-vendors/comment-page-1/#comment-12576 Joel Fri, 22 Aug 2008 21:41:55 +0000 http://ronamok.com/?p=152#comment-12576 Ron, As a previous Cadence Customer Support Director I'm sure part of the reason to restrict full open access in the new Forums is the issue/contention around using forums as a vehicle for technical support, so access is likely 'restricted' to customers under a software maintenance agreement of some kind. As for the number number of registered users, we may want to look behind the 'curtain' a bit. There may have been an automatic registration process for some of the very low cost (OEM) products with the intention to deflect 1:1 individual support costs from traditional support resources to a facilitated, what I call a "Customer self-help" resource through the forum. From an operational efficiency perspective a very smart move if the organization can enlist the customer community itself to answer questions from other customers lowering the net customer support costs. I'm sure this is the case with Jerry G. leading the poster list. What can I say about Jerry (he worked for me a one point in time....) is that is one of the best among the technical support team at Cadence and has a great passion to helping customers be successful. "Atta-boy" for Jerry indeed! Look for his continued leadership within the Cadence Forums. There a unique set of issues that I'm sure both Synopsys and Cadence share as they explore this first step in applying social media at the corporate level. These involve the potential of forum contributors exposing sensitive or competitive information. It's nice to have a vehicle where the community can share and help itself, but if I'm the designer of a leading edge chip or system and a competitor is having a problem, it's really not in my best interest to help my competitor nor is it my company's best interest to speak to openly about some of the techniques and issues I may be dealing with. So the technology presents a highly contentious situation that will be interesting to monitor as new media continues to become adopted. To be really successful this new media will require a give and take by all participants but it will be very interesting to assess what that net give/take ratio might be in a highly competitive environment compared to a non-competitive community. Ron, As a previous Cadence Customer Support Director I’m sure part of the reason to restrict full open access in the new Forums is the issue/contention around using forums as a vehicle for technical support, so access is likely ‘restricted’ to customers under a software maintenance agreement of some kind. As for the number number of registered users, we may want to look behind the ‘curtain’ a bit. There may have been an automatic registration process for some of the very low cost (OEM) products with the intention to deflect 1:1 individual support costs from traditional support resources to a facilitated, what I call a “Customer self-help” resource through the forum. From an operational efficiency perspective a very smart move if the organization can enlist the customer community itself to answer questions from other customers lowering the net customer support costs. I’m sure this is the case with Jerry G. leading the poster list. What can I say about Jerry (he worked for me a one point in time….) is that is one of the best among the technical support team at Cadence and has a great passion to helping customers be successful. “Atta-boy” for Jerry indeed! Look for his continued leadership within the Cadence Forums.

There a unique set of issues that I’m sure both Synopsys and Cadence share as they explore this first step in applying social media at the corporate level. These involve the potential of forum contributors exposing sensitive or competitive information. It’s nice to have a vehicle where the community can share and help itself, but if I’m the designer of a leading edge chip or system and a competitor is having a problem, it’s really not in my best interest to help my competitor nor is it my company’s best interest to speak to openly about some of the techniques and issues I may be dealing with. So the technology presents a highly contentious situation that will be interesting to monitor as new media continues to become adopted. To be really successful this new media will require a give and take by all participants but it will be very interesting to assess what that net give/take ratio might be in a highly competitive environment compared to a non-competitive community.

]]> By: Tom Diederich http://ronamok.com/2008/08/21/a-tale-of-two-vendors/comment-page-1/#comment-12563 Tom Diederich Thu, 21 Aug 2008 18:50:15 +0000 http://ronamok.com/?p=152#comment-12563 Hi Ron, Thanks very much for the kudos! I really appreciate it. But most of the credit goes to Jim Price, the project leader and originator of many of the ideas, and Suzie Im, our Web designer guru. These two rock stars deserve the glory. :) Hi Ron,

Thanks very much for the kudos! I really appreciate it.

But most of the credit goes to Jim Price, the project leader and originator of many of the ideas, and Suzie Im, our Web designer guru.

These two rock stars deserve the glory. :)

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