One of the best examples I’ve seen of useful, relevant social media/community usage.
I was doing my taxes online using QuickTax and a community sidebar miraculously appeared (outlined in red below). Whenever I had a question, I just had to refer to the sidebar and lo and behold…someone had already asked the same question and several people had responded.
As I moved through the tabs and schedules, the sidebar responded to the context change and updated itself to show questions/answers for the current tab.
This was great for a couple of reasons:
1) It was a warm-and-fuzzy feeling to be part of a community of people that were having the same experience. (Likely an Intuit marketing team goal - good job)
2) It was gratifying to know I wasn’t the only one with questions, and to see answers from other users. I received instant feedback without having to call either Intuit or the Government of Canada with questions. The contextual nature of the sidebar was extremely helpful - saving me time and frustration.
[Click image to enlarge]
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