Highlights from opening day of SSPA Best Practices Conference

After months of planning and preparation, today was the opening of our Spring Best Practices Conference, held at the Santa Clara Convention Center. We had several pre-conference workshops today, including mine:  “Web 2.0:  Key Elements for Success.”  I had a great group of members in the workshop, the majority of whom already have a discussion forum for customers in place, and are now looking at even more advanced concepts, including having customers author support content with Wikis.  I opened the session giving some stats on forum adoption as a support channel, which obviously differs greatly by age group.  I featured three guest presenters, as follows: