I've received the first two reviews of my Thinkweek paper. One of them was posted to the paper site (http://thinkweek2/Details.aspx?subId=1299)  and the other submitted directly to me.  They were both positive and I thank you both.  No comments from Bill yet, but he's got a lot of submissions to go through. :-)

I'd like to thank those of you who've read my paper on "The Evolution of Customer Support" to date and encourage anyone else who works at Microsoft to read and send me feedback as well. 

Here is a quote from the first review that made me feel a lot better after submitting the paper.

"This is a great idea that draws a clear picture and provides specific data to support the claims. It recognizes the increasing prevalence and power of community developed content and the importance for Microsoft to empower the end user and allow him/her to share knowledge and help other members of the community. It’s a great way to simultaneously increase customer satisfaction while reducing support costs."