Microsoft’s latest SaaS message is a step backwards

by Dennis Byron on October 4, 2007

Microsoft (MSFT) said Sep­tem­ber 30 that it had intro­duced “Online” ser­vices and “Live” ser­vices to “deliver con­nected com­put­ing options for peo­ple and busi­nesses.” I found the announce­ment one of the most con­fus­ing I ever received from a soft­ware sup­plier, from the odd Sun­day tim­ing, to the stark bifur­ca­tion the announce­ment made between “Live” and “Online,” to the sen­tence after the expla­na­tion of why a hard dif­fer­ence between Live and Online was impor­tant, which used both terms (“Office Live Work­space is among the first entries in the new wave of online ser­vices”). If Online ser­vices are some­thing dif­fer­ent than Live ser­vices, which is Workspace?

In the annual Research 2.0 review, I gave Microsoft high marks for under­stand­ing that peo­ple are peo­ple, whether or not they are in their per­sonal or pro­fes­sional roles at one instant in time. The future for IT-enabled ser­vice providers is one of a sin­gle com­pute struc­ture that sup­ports us all as our roles change dur­ing the day—from look­ing for direc­tions on the way to work, to our roles at work (be they indi­vid­ual con­trib­u­tor or man­ager), to pay­ing the bills at home, to look­ing for enter­tain­ment before leav­ing work, to shop­ping online (hope­fully not while work­ing), and so forth. The prin­ci­ple applies over longer time peri­ods as well. Scratch my favor­able analysis.

In a Q&A ses­sion pro­vided by Microsoft, where it both asks and answers the ques­tions, I think I learned some of the rea­sons for this mixed mes­sage:
• The left hand at Microsoft does not know what the right hand is doing. This is a Business-division-only announce­ment, per­haps not even dis­cussed with oth­ers in the com­pany. Either it is all about com­pany pol­i­tics or top man­age­ment does not really under­stand the impor­tance of Soft­ware as a Ser­vice (SaaS) as well as I thought.
• The Microsoft PR peo­ple had an inch of space left on the press release. So just for good mea­sure, Microsoft announced Dynam­ics CRM for the umpteenth time.
• Some of Microsoft’s prod­uct man­agers won­dered what “scale” meant in enter­prise com­put­ing. They there­fore announced that “par­tic­i­pat­ing… high-scale envi­ron­ments where stu­dents, fac­ulty, staff and alumni (in select uni­ver­si­ties and school dis­tricts) have unique require­ments that blend dig­i­tal work with dig­i­tal life” can par­tic­i­pate in a trial to see if they can fig­ure out any thing use­ful to do with Exchange. Scale refers to a degree of pedi­gree, right; as in select uni­ver­si­ties and school dis­tricts are not pedes­trian riff-raff uni­ver­si­ties and down-scale school dis­tricts? Couldn’t the Edu­ca­tion group afford a sep­a­rate press release?
• With the retire­ment of Doug Burghum from Microsoft, there is no one in top man­age­ment who was involved in mar­ket­ing to enter­prises in the 1990s. There­fore Microsoft didn’t know that the fol­low­ing word­ing pur­port­ing to under­stand new­ness has been used once or twice before: “… this new gen­er­a­tion of solu­tions can break through the bound­aries between the iso­lated islands of infor­ma­tion within many orga­ni­za­tions, while also enabling peo­ple to con­nect eas­ily and securely with part­ners and cus­tomers…” Talk about old news. Do I need an Online ser­vice or a Live ser­vice to get voted off these “islands of information?”

Oh well, with Microsoft it has always been two steps for­ward, one step back. This announce­ment was a step backwards.

–Den­nis Byron

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