Chapter 2 - Information Systems for CollaborationUsing MIS pg. 59MGS 3040.04

Group ECaleb Schlegel Brittany Scott

Rishi Shah John Sileo

1. Explain why the best customer support is none at all.

•Companies who believe this believe that the product always does what it is supposed to.

•The customer never calls to complain.•There is never a need for a service from

the company.

2. List the benefits and costs to Microsoft of support newsgroups.

Benefits• Microsoft learns about

product and documentation problems.

• Customers can help other customers with problems so Microsoft doesn’t have as many customer support employees.

Costs• Microsoft customers may

see problems that persist in computers and may decide not to buy.

3. Why do users bother to answer other users’ questions? What’s in it for them?

•If user’s answer other user’s questions, they may get their questions answered by another user.

•Microsoft may select the user as an MVP, and they would get invited to special meetings by Mircosoft.

3. Suppose you manage a group of technical personnel. How much time do you want them to spend each day solving other peoples’ problems? How can you control such activities?•I would want to have my personnel

helping others whenever they are needed.

•By always being available to help, it shows that the company is reliable.

4. What are the dangers to Microsoft in supporting a newsgroup? How can a newsgroup backfire on Microsoft? Do you think Microsoft edits or censors the newsgroup postings? Should it be able to do so?

•Microsoft could face the problems of users flaming their site and posting ads for other companies, or propaganda against Microsoft.

•I think they do monitor the site and edit posts. It is their site so they should be able to do this.

5. List the benefits and costs to Microsoft of supporting user groups. Consider both customer support and marketing benefits.

Benefits• Users stay up to date with

meetings• They learn about

upcoming issues before the public may learn about them

• It saves Microsoft money

Costs• Some members may

exploit Microsoft and spread the information about increasing problems that they learned.

6. What are the dangers to Microsoft in supporting a user group? How can a user group backfire on Microsoft? What control can Microsoft exert over such groups?

•The user group can use the information they learned about problems to hurt Microsoft’s reputation.

•Microsoft can control the groups by having them sign a contract and punishing them if they breech the contract.

7. How does an individual benefit from joining a user group?

•The individual may be in the computer repair industry.

•The information they learn, may help them become well-known around their area and increase the number of jobs they have thus increasing their profit.

8. List the benefits and costs to Microsoft in supporting the MVP program. Consider both support and marketing benefits.

Benefits• Microsoft has a set

number of users who are able to help fix problems without Microsoft having to pay them.

Costs• Microsoft must keep track

of the users to make sure they stay up to date, and want to continue to remain in the program.

• Microsoft spends money to hosts a dinner for the MVP’s.

9. Why, besides the chance to meet Bill Gates, would someone want to become an MVP? What benefits accrue with that status?

•Users, who are selected as MVP’s, may use this status on a resume to show they are highly educated in the field of computers.

•This could enable the MVP to get a better, or higher paying job.

10. Summarize the information systems that Microsoft uses to support these programs.

•Microsoft has user interactive newsgroups where customers may talk to other customers to solve problems.

•Microsoft has smaller selected user groups who meet to stay updated with Microsoft’s technology and news so they can better help other users.