musc@> $daniele.rant | Out-Blog

I usually don't like mentioning specific facts that happened to me at work. But work is part of life, so even if this is mostly a personal blog, I cannot help myself but write about certain things that make me think when they happen.

When I end up having conversations such as this, I get really sad: I thought we had finally passed the arrogant period where we had to spoon-feed customers, and I thought we were now mature enough to consider them smart people and providing cool, empowering technologies for them to use. I also thought that pretty much everybody liked Microsoft finally opening up and actually talking TO people… not only talking them INTO buying something, something - but having real conversations.

I get sad when I find that people still don't seem to be accepting that, and wanting back the old model, instead. Kinda weird.

The conversation goes as follows (words are not exactly those - we were speaking Italian and I sort of reconstructed the conversation - you should get the sense of it anyway):

[...]

Me: "The SDK service allows you to do quite a lot of cool stuff. Unfortunately not all of that functionality is completely or always easily exposed in the GUI. That is, for example: it is very EASY to define overrides, but it can get very tricky to find them back once set. That's why you can use this little useful tool that the developer of that SDK service has posted on his blog…"

Cust: "…but we can't just read blogs here and there!"

Me: "Well, I mean, then you may have to wait for the normal release cycle. It might be that those improvements will make it in to the product. That might happen in months, if you are lucky, or maybe never. What's wrong if he publishes that on his blog, bypassing the bureaucracy crap, and makes your life easier with it RIGHT NOW?"

Cust: "It is not official, I want it in the product!"

Me: "I see, and even understand that. But right now that feature just isn't there. But you can use this tool to have it. Don't worry: it is not made by some random guy who wants to trojan your server! It is made by the very same developer who wrote the product itself…"

Cust: "It is not supported, what if it breaks something?"

Me: "So are all resource kit tools, in general. written by some dev guy in his free five minutes, and usually unsupported. Still very useful, though. Most of them. And they usually do work, you know that much, don't you?"

Cust: "But why on a blog?"

Me: "What's wrong with this? People are just trying to make customer's life easier by being transparent and open and direct in their communication, just talking RIGHT to the customers. People talking to people, bypassing the prehistoric bureaucracy structure of companies… the same happens on many other sites, just think isatools.org for example… those are just tools that a support guy like me has written and wants to share because they might be useful…"

Cust: "But I can't follow/read all the blogs out there! I don't have time for it"

Me: "Why not? I have thousands of feeds in my aggregator and…"

Cust: "I don't have time and I don't want to read them, because I pay for support, so I don't expect this stuff to be in blogs"

Me: "Well, I see, since you pay for support, you are paying ME - in fact I am working with you on this product precisely as part of that paid support. That's why I am here to tell you that this tool exists, in case you had not heard of it, so you actually know about it without having to read that yourself on any blog… does that sound like a deal? Where's the issue?"

Cust: "Sgrunt. I want something official, I don't like this blog stuff"

[...]

I thought this was particularly interesting, not because I want to make fun of this person. I do respect him and I think he just has a different point of view. But in my opinion this conversation shows (and made me think about) an aspect of that "generation gap" inside Microsoft that Hugh talks about here:

"[...]4.30 Hugh talks about a conversation he had with a few people inside Microsoft- how there’s a generation gap growing within the company, between the Old Guard, and the new generation of Microsofties, who see their company in much more open, organic terms.[...]"

Basically this tells me that the generation gap is not happening only INSIDE Microsoft: it invests our customers too. Which makes it even more difficult to talk to some of them, as we change. Traditions are hard to change.

"I have not posted in a while" …well you certainly will have read tons of posts beginning this way, right?
But that's the truth. One of the reasons is that you can follow very well a lot of what I do and write elsewhere on the Internet by using my lifestream RSS feed, which includes much more than just what I post on this blog. Our minds are not stuck on one subject matter only, but our thoughs just go around in many different directions. I mentioned the integrated feed/lifestream in a previous post, but I found that the concept gets explained very well by Yongfook in this post:

"[...] We interact with various websites and create content on them - why should I then have to come to my own website and reconstruct, repost or repackage the same content? It already exists out there on the internet, and it’s grabbable and usable. This is not to say I think conventional blogging is dead. I do however think it is evolving. The pace at which we consume and create content - photos, videos, links etc - is getting faster, more frequent. If we wanted to republish everything manually on our blogs, we’d just run out of time. [...]"

So at least even if this SITE does not get updated often you can see I have quite a busy digital public life on the web.

Very interesting to also read this post by Scott Hanselman on the subject. He rather just focuses on twitter/microblogging as an evolved form of blogging which was getting boring and time-consuming to people:

"[...] The rise of blogs brought conversations on the 'net more out in the open. Blogging enabled conversation via essay, but as blogs have matured, posts have gotten longer and longer and threads more difficult to follow. Now, most posts are jumping off points for the more interesting conversations that inevitably move to the comments. [...]"

He then goes into more detailed/structured analysis of what you can or could do with Twitter. While his analysis is pretty good about the many ways you could use Twitter as a broadcasting tool (and in fact loads of companies do already), I rather use it as public instant messaging. Or maybe not just. I don't actually know and to be honest I am not too much into classifying things, really. For example, if classifying what this blog is… I really am not sure I know myself what this blog is. It has been very funny when other people have tried to classify it… one said it was about "programming" (that would be nice, if I really was a better developer!), other people said it was "personal", other thought it was just about "IT" in general… Heck, there is no classification possible I am afraid. Therefore, not knowing what this blog is, I at least think that I know what this blog is NOT:

• it isn't a marketing blog
• I am not here trying to sell anything
• I am not promoting anything, anyone, or any brand
• It isn't just focused on one subject, on one area of interest

…and so are all my other "expressions" on the Net. Just me. Sprinkles of me all around. No special industrial plan for it. Just be myself. You might like me sometimes. You might hate me. You might not care at all. It's all good, anyway. Sorry for wasting your time.

I read on Jeff Atwood's blog about most strong Captcha having been defeated. Also, on top of visitors getting annoyed by it, the Captcha plugin I am using has gone unmantained lately. And, one way or another, I am getting comment spam again. Which is something I really hate as you know what I would love to do to spammers…

I am seriously considering giving Asirra a try. It is an interesting project from Microsoft Research for an HIP (Human Interaction Proof) that uses info from petfinder.com to let users set apart pictures of dogs from those of cats. There is also a WordPress plugin, in the best and newest "we want to interoperate" fashion that we are finally getting at Microsoft (this has always been the way to go, IMHO, and BTW).

Anyway, what do you think ?