Microsoft has a long history of establishing newsgroups that channel users and issues into the newsgroup (NNTP) space where information is shared and problems can be addressed by the community. Currently, Microsoft hosts more than 2000 public newsgroups that cover virtually all of our products, along with more than 2,200 private newsgroups that reach specific audiences including Certgen, SBSC, Partner Programs, MVPs and Direct Access, among others.

Meanwhile, customers are turning online more and more for information and help. Microsoft is revamping its communities to make it easy for customers to find help and information when they need it. Using forums as the online support strategy will reduce the number of redundant resources and centralize content, making community contributions more broadly available and impactful.

Beginning in June 2010, Microsoft will begin closing newsgroups and migrating users to Microsoft forums that include Microsoft Answers, TechNet and MSDN. This move will centralize content, make it easier for contributors to retain their influence, reduce redundancies and make content easier to find. Overall, forums offer a better spam management platform that will improve customer satisfaction by encouraging a healthy discussion space.

Facilitated Transition Process

This phased approach will first focus on newsgroups with minimal volume. Microsoft will post notice in impacted newsgroups well in advance of the close date in order to give newsgroup participants ample notice. Newsgroup users will be directed to the equivalent forum for further participation in Microsoft's online communities. This migration will result in cost efficiencies and is in step with the broader industry trend toward support forums that fully leverage search and social media functionality.

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Microsoft Responds to the Evolution of Communities

Posted By: JMH
04 May 2010