I’m Mike Kelly, Group Program Manager for Office Assistance – you probably know my team best as the team that manages http://office.microsoft.com. We also do all the assistance features for Microsoft Office – yup, we’re the team that gave you Clippy — and then killed him off! We also made Office search for help on our web site by default, which is either great or terrible, depending on where you sit – send me feedback on that!
We have the MVPs here on the Microsoft campus this week. This is a tremendous group of people who help Microsoft customers through volunteer participation in the newsgroups, communities, user groups, etc. Many are among the most knowledgable people I’ve met on Microsoft technology.
We got an earful today on connected help. We still think it’s the best thing in the long run since it enables us to update help content daily. In the past, we’d write the help for a version of Office – and then six months later, find that we know a LOT more about where people are having trouble, but without anything to do on it other than write KB articles for our support site. Now, we’re able to actually change the help content that people see right from the product when we identify a trouble spot. We have writers updating content and adding new articles every day.
Tell me what you think!