scooblog by josh ledgard

group manager | developer solutions | devdiv

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  • Blog Post: Merging Humans with Tools to Slow Down Trolls

    This was a great read that I found through Seth Godin's blog . Troll whisperers aren't necessarily very good at hacking tools, so there's always an opportunity for geek synergy in helping them to automate their hand-crafted techniques, giving them a software force-multiplier for their good sense. For...
  • Blog Post: 9 Challenges to Making Product Support Transparent

    Your customers have greatly evolved since the previous internet bubble, while most company’s customer support models have not grown with them. New, “Web 2.0” paradigms for content creation, publication, syndication, and consumption bring with them an enormous innovation opportunity for businesses needing...
  • Blog Post: Overheard from the MVPS: More specific Feedback on Forums and Other channels

    This is the last of the notes i took at the Summit that I was able to actually write down. On Forums… “After posting an answer to a question there should be a link that goes directly back to a the filtered “unanswered” page you started from instead of just back to the forum. “ I think this is just a...
  • Blog Post: MVP Learnings: User Groups, Web Sites, and Feedback

    User Groups We do great at participating in our conferences, but we don’t focus on the breadth of developer user groups like we should. One of the better ideas was that we provide “presentation kits” to user groups. We create a topic and a talk with additional materials that could be distributed to a...
  • Blog Post: Customer Support in Communities; From 0 to 761 in a Year

    Last week 761 developer customer questions were answered in our online communities by members of our customer support staff. These are the folks helping to bridge the knowledge transfer gap for .NET 2.0 and 3.0 that I talked about last week . The effort also represents a shift in our support strategy...
  • Blog Post: Facilitate Knowledge Transfer in Online Communities

    I'm often asked how products teams can best participate in their online communities. It would be simple to say "go talk to customers" and be done with it, but you can have a more targeted approach than that. They key to successful support communities is facilitating knowledge transfer between those...
  • Blog Post: Meet up at the MVP Summit? Call Josh

    I work on the Developer Division Customer connection team. I have no MVPs. There’s a bit of irony to that. This means that it is very hard for me to schedule ANY official time with MVPs at our annual MVP summit. What I can do is steal your unofficial time to talk about developer communities, forums,...
  • Blog Post: Having an open mind towards leaks

    Recently a blog post was made by a Microsoft employee who was excited about the new team he was joining. His post hinted at the new product by mentioning the potential competitors. Probably something that sholdn't have been done, but I don't really feel that it should be big news that we would be working...
  • Blog Post: Ship It

    Scoble is right . All the research, value proposition positioning, and market playbooks can't save you from looking like a copycat. Waiting that extra year or even months to perfect something for the web certainly doesn't win you any customer mindshare. The read write web means that people become more...
  • Blog Post: Testing Community Based Open Source projects for corporations

    John's blog postings on testing open source projects where recently picked up by Mary Jo . Not bad PR for the work our team has been doing and good lessons to read if your team is looking at taking components open. Our team has learned many lessons about the open source world since we released our first...
  • Blog Post: The Wii60 Expereince

    I alluded to my purchase of the Nintendo Wii but I really didn't talk about the system itself. The Wii is the ultimate party box as far as I'm concerned for those of you that still meet people in person. The innovation of the Wiimote controller gives the system a universal appeal for games in a way I...
  • Blog Post: Nobody Reads Your Internal Site

    I hate to be the one to tell you this, but it's probably true. You know that slick site you put together on the intranet? The one you spent time brainstorming about so that every bit of information conveys what you want your teams to know. The one you spent countless hours re-organizing information on...
  • Blog Post: First two reviews of my Thinkweek paper

    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...
  • Blog Post: My Thinkweek: The Evolution of Customer Support

    I've been doing a lot of writing lately. All that extra keytapping, however, was going towards a Thinkweek paper that was submitted just thirty minutes prior to the deadline at 4:30pm yesterday. My paper, entitled "The Evolution of Customer Support", is the sum of a body of work that myself and others...
  • Blog Post: What if the MSDN Forums where based on Live QnA?

    Just indulge my thought experiment here. This is not a commitment or even a direction, but more of a... "brain fart" if you will. What if the MSDN Forum site, instead of forum like, was more live QnA like? What if we just used Live QnA? If you haven't checked out Live QnA yet then you can try it out...
  • Blog Post: Browse and discover MSDN and Technet Blogs by Tags!

    Unfortunately it's not listed on the home page, but you can now navigate around our blogs by the tags being used by the bloggers. The new pages are located here: http://blogs.msdn.com/tags/ http://blogs.technet.com/tags/ You can also subscribe to feeds of posts for particular tags. Check out...
  • Blog Post: Live at OCS - A Tour of Innovation

    Topic: On the Horizon: A Tour of Innovation Description: What are the most significant trends in social software as we look ahead 24 months? Introductory comments: Danyel Fisher, Microsoft Research Community Technologies Group & Ross Mayfield, Socialtext Last year this session talked about the emergence...
  • Blog Post: Live at OCS - Online to Offline Interactions

    Again, this will be more notes that will grow and change over time rather than time based since it's not a presentation. 2:00: Second breakout session. What are effective ways to mobilize your online community offline? ACLU Problem - People will click easily, but congressmen don't care about e-mail and...
  • Blog Post: Live at OCS - Mobile Communities Breakout Session

    This is the first of two breakout sessions I'm going to attend. I'm skipping out on the "performance metrics" session since I'm tired of the metrics question. From a conversation last night. "Your performance metrics (for collaboration) depend on the business goals of each project."... and that about...
  • Blog Post: Live at OCS - Community Business Models

    9:50 Topic: Community Business Models What new opportunities and experience influence current online community business models. Introductory comments: Michael Sherrod, MyFamily.com & Michel Thouati, Lithium Technologies 9:52: Michael from MyFamily is talking. They promise no slides and low tech....
  • Blog Post: Live at OCS - Demo Time

    Good morning to all three of you interested in refreshing my blog regularly today! The day has started with some demos. 8:30: Forum One - Speak Out - Is a unique chatting service they offer to their clients. You can schedule a chat and questions can come in and be approved in advance. Then the transcripts...
  • Blog Post: Live at OCS - Internationalization of Online Communities

    4:00: Before this session starts... I had a good conversation with someone from Java.Net. Their team is currently helping teams at Sun push their projects into the open on Java.Net. Sound familiar? There were a lot of similarities and we agreed on some of the following keys to success. Teams willing...
  • Blog Post: Live Blogging - OCS 2006: Online Communities for Social Good

    9:30-10:30 Key Trends in Online Collaboration for Social Good Presenters : Chris Wolz, Forum One & Perla Ni, GreatNonprofits Update: Refresh for the latest information. 9:10: Introductions have started. Chris is "setting the stage". Scarce resources push non-profits harder than corporations into...
  • Blog Post: Live Blogging Begins from the Online Community Summit

    It's that time of year again and I'm stuck in Somona CA attending the 2006 Online Community Summit . It's a small event with an invite list that's a mix of big tech business (Sun, Microsoft, etc), non-profit groups (Gates Foundation, Omydiar network, etc), and more consumer driven companies (AOL, Consumer...
  • Blog Post: Orcas September CTP available for download

    I don't generally advertise each CTP release from our division, but there are some things that are cool about this one that I wanted to point out. 1. Thanks to customer feedback we've decided to release this as a VPC image. Simply download and run in Virtual PC or Virtual Server. 2. It's the first CTP...
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