by Michael S. Kaplan, published on 2005/06/03 01:00 -04:00, original URI: http://blogs.msdn.com/b/michkap/archive/2005/06/02/424655.aspx
The following is a true story. I did omit one of the names to protect myself, though. :-)
I remember a conversation I had several years ago with ___ (then just a lowly product manager, now a director -- which I admit makes me feel quite old), just after the midnight eviction (for lack of a better term) when Microsoft left the CompuServe support fora....
Keep in mind that WAS a case of Microsoft completely dropping one support avenue in favor of another, before Product Support (then known as PSS!) even had tools to work with newsgroups. I was not really important enough then (nor frankly now) to know exactly what happened, but I am sure everyone had their reasons. I honestly do not know if Microsoft "quit or got fired" in that situation....
Anyway, this guy was going on about how impressed he was at the technical acumen of the customers in the new Microsoft newsgroups, and the fact that that they seemed so much more technically knowledgable than the folks did in the old CIS fora.
I pointed out to him that the reason for the change was almost certainly that many of those longtime customers could not even get online (which was very true, back then), let alone into newsgroups. With only a beta version of 'Athena' (an early Microsoft NNTP reader) as a tool, we were not giving customers a good way to get there. Unless they were more sophisticated.
stopped, looked thoughtful, and said "Oh yeah, you may have a point there. We should get the FAQ out right away about how to get to all of the new Microsoft resources online!"
"And where would we put that FAQ?" I asked, knowing he would fall into the small verbal trap I had just set.
"On the website!" he exclaimed.
I just looked at him quietly and waited. He did not understand what was making me try so hard not to smile, then suddenly he did. And he looked really embarassed when he realized the non-theoretical problems with posting the "how to get online" FAQ and then putting it online....
Not the most supportable position to be in, is it? :-)
# Steven Don on 3 Jun 2005 12:58 AM:
# Larry Osterman [MSFT] on 3 Jun 2005 1:14 AM:
# Michael S. Kaplan on 3 Jun 2005 1:17 AM:
# TAG on 3 Jun 2005 1:44 AM:
# Michael S. Kaplan on 3 Jun 2005 1:54 AM:
# TAG on 3 Jun 2005 6:20 AM:
# Michael S. Kaplan on 3 Jun 2005 6:31 AM:
# Maurits [MSFT] on 3 Jun 2005 5:56 PM:
# Michael S. Kaplan on 3 Jun 2005 10:14 PM:
# Maurits [MSFT] on 4 Jun 2005 12:57 AM:
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