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.
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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)
 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
XXXXX
XXXXX
XXXXX
XXXXX
XXXXX
Incidents
YYYY
YYYY
YYYY
YYYY
YYYY
YYYY
YYYY
Avg Cost
ZZZZ
ZZZZ
ZZZZ
ZZZZ
ZZZZ
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.
9-Jan
8-Dec
8-Nov
8-Oct
8-Sep
8-Aug
8-Jul
8-Jun
8-May
8-Apr
8-Mar
8-Feb
8-Jan
7-Dec
7-Nov
7-Oct
7-Sep
7-Aug
7-Jul
7-Jun
7-May
7-Apr
7-Mar
7-Feb
7-Jan
Month
Bottom of Form
6-Dec
600000
500000
400000
300000
200000
100000
Web
0
Rss
Total
Web
Methods to build community
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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
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
 DebugDiag
 Say "Whoa!" to Runaway Processes
 Resolve Memory Leaks Faster
Windows Internals Certification
 How do we certify escalation engineers and Internals
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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.
 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 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/dd420461.aspx
 http://msdn.microsoft.com/en-us/magazine/dd420456.aspx
Q&A