Given it says
TSIA defines social media support as providing support to customers via social media channels, including Twitter, Facebook, LinkedIn, YouTube, etc. This survey does not cover online communities and discussion forum, which are addressed by TSIA's Customer Community Benchmark survey.
Are you sure this is relevant?
Hi John - that distinction wasn't posted to me when they first sent me the link, so I apologize for the confusion. I will reach out to them to determine when we'll get the communities survey as my understanding was that they were one in the same in terms of gathering responses.
I just discovered your post (Dec 19 was deep in the heart of holiday preparations for me), and I'm interested in seeing what happens with this survey, and potentially helping out. I was interested in taking the survey, but it looks like it's now closed.
Our external community handles a lot of questions related to service and support, but the company maintains its traditional online support discussion mechanism (which has worked hand-in-hand with field engineers and in-house support for decades, and which is geared for one-on-one private discussions). Our site is about 9 months old now, and our coordination with the traditional service mechanisms continues to evolve.
We'd be very interested in seeing how others use Jive for formal support, especially if it applies to a combination of hardware, software, and applications.
Thanks. - Josh