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Erschienen in:
2013 | OriginalPaper | Buchkapitel
Get Satisfaction: Customer Engagement in Collaborative Software Development
verfasst von : Renate Andersen, Anders I. Mørch
Erschienen in: End-User Development
Verlag: Springer Berlin Heidelberg
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This paper presents an empirical study of social media integrated in a product development process to support mutual software development. The case is Get Satisfaction, a company and crowd-sourcing community for customer engagement employed by many product development companies as an alternative to traditional customer relationship management (CRM) systems. We have studied user-developer interactions through the company’s public support tools to identify how the company enhances its own productivity tools. The method we employ is interaction analysis. We focus on some productive interactions and analyze them in detail, including: “User request and developer implementation” (a long term activity, involving many users, sometimes leading to a new version of the tool). We refer to this form of user involvement in collaborative software development as “distributed EUD,” and discuss the strengths and weaknesses of using social media to mediate the activities.