I posted Web 2.0 Democratizing Social Interaction about how Web 2.0 really allows access to and links people you might not normally have access.
I received an email from Jeremiah Owyang today, with a link to the following post from Connie Bensen, Microsoft becomes human thru Facebook. This is a perfect example of the type of interaction that I was referring to in my post. Connie documents the problems she was having with WLW. From her post:
I need to do a shout out to Microsoft for their AWESOME support! & explain how Facebook was integral in the connection. Facebook has provided me with incredible networking over the past month & 1/2. I had registered last May, but not really gotten involved until I noticed Jeremiah making Web Strategy groups & I played along for a couple of hours answering questions as he posted them. Sean O’Driscoll joined in the conversation & I disagreed with him on a point. (How was I to know that he was Microsoft’s GM of Marketing? If I had, I probably would’ve quietly moved on.) The random power of Facebook is here: Sean befriended me & saw a recent blog post that I had written on MS Live Writer which was a culmination of feedback from our readers. He messaged me saying that he would forward it to the development team. Since that time Sean & I have had our virtual paths cross many times.
So what does this have to do with support? Well, this past week I woke to a Facebook message from Joe Cheng, a Live Writer Developer letting me know that not only was the latest version of Live Writer available, but that they had fixed the bugs we had identified & he thought my readers would like to know! What a great personal touch.
This is the power of Web 2.0. Without Web 2.0 Connie would have had a much more difficult time getting in touch with Microsoft Support and getting her issues resolved. Without these types of tools, I think that Connie’s chances of contacting a developer would probably have been slim. Using Facebook Connie was able to access a Microsoft Developer directly to get her issues resolved. If you read her whole post, you will note that Joe, the Microsoft Developer helped her fix another issue she was having with her blog.
It is really nice to know that Microsoft as a company is listening, and is effectively using Web 2.0 to reach out to our customers to ensure that their needs are being met.