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 Minutes to SolveIncidentsAvg Cost HangsXXXXXYYYYZZZZ LeakXXXXXYYYYZZZZ High CPUXXXXXYYYYZZZZ Feature XXXXXXYYYYZZZZ Feature YXXXXXYYYYZZZZ Feature ZXXXXXYYYYZZZZ Feature CXXXXXYYYYZZZZ

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.

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 2:00pmEST

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

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 DebugDiag 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 Published October 13, 2008

Windows Internals Courses Code Machine Solomon Seminars Azius Windows Internals courses are now available via the Microsoft Courseware Library A: Win Internals for IT author: SELA release date: 12/15/2008 Course Number: 50155A-EN 50155A: Win Internals for IT 50154A: Win Internals for programmers author: SELA release date: 12/16/2008 Course Number: 50154A-EN 50154A: Win Internals for programmers You can find a Certified Partner with Learning Specialty at Software Assurance Vouchers can pay for the CPLS training

Our External Points of Contact Blogging Site – Debugging techniques and training. IT Pro Articles – Handle leaks, Process Spikes, WMI, and Memory Leaks. MSDN – Learn about system PTE’s and IRP’s.

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