A while back I brutalized a Kipling classic in the name of Product Support. Well, now it’s Wordsworth’s turn. “I Wandered Lonely as a Cloud” gets a revamp in aid of the myriad of knowledge marketplaces and developer exchanges that are now prevalent across the globe… Talent and expertise are no respecters of creed, geography or race. And it may appear that I am no respecter of poetry either. Once again, I apologize unreservedly to anyone who may be offended by the butchery of this literary gem!
I pondered idly on the cloud
That floats on hype o’er sales and bills,
When all at once I spied the crowd,
A host, of “jobless” ne’er-do-wells;
Inside the app, beneath the code,
Muttering and cursing at their load.
Continuous refactoring that refines
Eating Twinkies through the day,
They program never-ending lines
Making margins on Pirate Bay:
Ten thousand saw I on eLance,
Posting their threads in far advance.
Wage slaves beside them pranced; but they
Out-did the shackled slaves in glee:
Ace coders cannot help but play,
In such an agile meritocracy:
I gazed–and gazed–but little thought
What wealth the crowd to me had brought:
For oft, when at my plans I peep
In vacant or in pensive mood,
They deliver fast and good and cheap
Which is the bliss of multitude;
And then my heart with pleasure fills,
And dances with the ne’er-do-wells.
Micro-sourcing to the crowd via global talent marketplaces is a reality. And yet the true power of the crowd remains untapped. What are the crowd-sourcing use cases within the support context? Provider’s who learn to leverage the power of the collective effectively will have real advantage. How can you embrace the unwashed un-blinkered masses? How can you harness and direct the raw intellectual power of the collective? How can you get the ne’er-do-wells to do your bidding? These are some of the big questions that every support provider needs to answer.