Microsoft Platforms Global Escalation Services Community Jeff Dailey
Microsoft Platforms Global Escalation Services Community Jeff Dailey Principal Escalation Engineer
Why Build Community? �Establishes well defined group of industry experts. �Allows sharing of targeted content such as best practices in diagnostics. �Help set education standards. �Identify industry peers and leaders. �Increase the quality of customer partner engagement.
Why blog? �Blogs are pushed with RSS feeds �Blogs have dedicated segments of proactive readers �Blogs can target conceptual vs prescriptive knowledge �Blogs help in making a personal connection with your community
Blogging Mission. � Reduce incoming calls for common problems. � Reduce the cost if a customer contacts your company. � Produce content that is reusable and can be leveraged inside and outside of your company. (Internal training can be community content) � Market your groups brand, in our case (Global Escalation Services) to the industry. � Make our customers, and partners great debuggers and trouble shooters.
Knowing your market. Who do we blog for? �In-house IT professionals. � 3 rd party support professionals. (2 nd, 3 rd, and 4 th tier) �MVPs �Microsoft Engineers world wide.
Targeting Content by Cost �Identify top support issues by symptom type and time to resolve. Classification Hangs Leak High CPU Feature X Feature Y Feature Z Feature C Minutes to Solve XXXXX XXXXX Incidents YYYY YYYY Avg Cost ZZZZ ZZZZ
Platforms teams Blogging Procedure �Hosted on community server. �Post blog idea to internal distribution group. �Two peers edit and OK the content. �Then the content is posted by one of 3 blog admins. �If customers comment on a post it is sent automatically to our internal DL where our blog ideas are also received. �Search news group for problems that could be fixed by your blog post and author your link to the blog. �Try to maintain coherency with the rest of the blog. We currently have a series of blogs we are doing on hangs.
NTDebugging Blog Growth since Dec/2006
Methods to build community �Blogging �Live Chats with the Platforms Team �Debug puzzlers �Internals Certification �Training center content / courses �Debug learning exercises �Facebook groups �IT Pro magazine �MSDN Articles. �Talk Back Videos
NTDebugging Blog Chat �Talk live with our Escalation Engineers �Our last community chat was August was 13, 2008 �Our next community chat will be March 17, 2009 at 2: 00 pm. EST
Talk back videos �Adds a personal touch to a post �Allows for targeted on demand training for common diagnostics methods such as handle leaks, desktop heap etc. �Easy to develop and deploy �For a list of videos we have posted thus far http: //blogs. msdn. com/ntdebugging/archive/tags/video/default. aspx
Debug learning exercises & Debug Puzzlers Debug Learn: �Simple examples to target the development of core skills in our community. Puzzlers: �Challenge the community to test their skills with some of our tough scenarios. �Allows community to show their skills in resolving complex problems. �Drive interest in the over all content of the blog, people visit to get the next puzzler. �Provides and an interactive form for readers.
Facebook groups, social networking for Debugging Experts! �Windows Debugging group 329 members �Escalation Engineers group 144 members
IT Pro Magazine Column “What Would Microsoft Support Do? ” �GES Started publishing October 2008 �Get a Handle on Windows Performance Analysis �Resolve WMI Problems Quickly with WMIDiag �Troubleshooting the Infamous Event ID 333 Errors �Simplify Process Troubleshooting with �Debug. Diag �Say "Whoa!" to Runaway Processes �Resolve Memory Leaks Faster
Windows Internals Certification �How do we certify escalation engineers and Internals experts? �We asked our community for help �Windows Internals and Debugging SMEs from around the world answered. �Out of this effort the Windows Internals Technical Specialist Certification was created. �All Microsoft platforms EE are certified. � 70 -660 http: //www. microsoft. com/learning/en/us/exams/70 -660. aspx � Published October 13, 2008
Windows Internals Courses � Code Machine www. codemachine. com � Solomon Seminars www. solsem. com � Azius www. azius. com � Windows Internals courses are now available via the Microsoft Courseware Library. � 50155 A: Win Internals for IT author: SELA release date: 12/15/2008 Course Number: 50155 A-EN � 50154 A: Win Internals for programmers author: SELA release date: 12/16/2008 Course Number: 50154 A-EN � You can find a Certified Partner with Learning Specialty at http: //www. microsoft. com/learning/cpls/reasons/default. mspx � Software Assurance Vouchers can pay for the CPLS training
Our External Points of Contact �Blogging Site – Debugging techniques and training. http: //blogs. msdn. com/ntdebugging/ �IT Pro Articles – Handle leaks, Process Spikes, WMI, and Memory Leaks. http: //windowsitpro. com/authors/authorid/1822/michael-morales. html �MSDN – Learn about system PTE’s and IRP’s. � http: //msdn. microsoft. com/en-us/magazine/dd 420461. aspx � http: //msdn. microsoft. com/en-us/magazine/dd 420456. aspx
Q&A
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