Kathy Sierra gives good insights on building User Communities over on “Creating Passionate Users.” Definitely New-you-can-use.

One, of the many, take-aways: Encourage users with intermediate skills to be answerers of inquiries; not just expertly skilled users. How to do this? Kathy outlines strategies in her article and her commenters expand on those from Kathy. Much on motorcycle support vs tech support ;->

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