Microsoft Platforms Global Escalation Services Community

Jeff DaileyPrincipal 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 feedsBlogs have dedicated segments of proactive

readersBlogs can target conceptual vs prescriptive

knowledgeBlogs 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.3rd party support professionals. (2nd,3rd,and 4th

tier) MVPsMicrosoft Engineers world wide.

Targeting Content by CostIdentify top support issues by symptom type

and time to resolve.Classification

Minutes to Solve Incidents Avg Cost

Hangs XXXXX YYYY ZZZZLeak XXXXX YYYY ZZZZHigh CPU XXXXX YYYY ZZZZFeature X XXXXX YYYY ZZZZFeature Y XXXXX YYYY ZZZZFeature Z XXXXX YYYY ZZZZFeature C XXXXX YYYY ZZZZ

Platforms teams Blogging ProcedureHosted 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.

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Methods to build communityBloggingLive Chats with the Platforms TeamDebug puzzlersInternals CertificationTraining center content / coursesDebug learning exercisesFacebook groupsIT Pro magazineMSDN Articles. Talk Back Videos

NTDebugging Blog ChatTalk live with our Escalation EngineersOur last community chat was August was 13,

2008Our next community chat will be March 17,

2009 at 2:00pmEST

Talk back videosAdds a personal touch to a postAllows for targeted on demand training for

common diagnostics methods such as handle leaks, desktop heap etc.

Easy to develop and deployFor a list of videos we have posted thus far

http://blogs.msdn.com/ntdebugging/archive/tags/video/default.aspx

Debug learning exercises & Debug PuzzlersDebug 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 DebugDiagSay "Whoa!" to Runaway ProcessesResolve Memory Leaks Faster

Windows Internals CertificationHow do we certify escalation engineers and

Internals experts?We asked our community for helpWindows 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 CoursesCode Machine www.codemachine.com Solomon Seminars www.solsem.com Azius www.azius.com

Windows Internals courses are now available via the Microsoft Courseware Library.

50155A: Win Internals for IT author: SELA release date: 12/15/2008 Course Number: 50155A-EN

50154A: Win Internals for programmers author: SELA release date: 12/16/2008 Course Number: 50154A-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 ContactBlogging 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/dd420461.a

spxhttp://msdn.microsoft.com/en-us/magazine/dd420456.a

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Q&A