The Blaster School of Hard Knocks
Blaster is teaching Microsoft how to better communicate. But there are other lessons Redmond could stand to learn.

Microsoft learned a lot from the Blaster worm that blasted onto the scene last month. But it could have learned more.
Thanks to Blaster, the Redmond software giant has come to realize:
It needed to make its emergency communications with its customers simpler and quicker. The recently rolled-out 1-2-3 Protect Your PC campaign shows Microsoft learned this lesson quite well — and quickly, to boot.

Security is a customer-satisfaction issue. Microsoft understands its current and future users might be less-than-thrilled to be approached if their Blaster pain isn't thoroughly acknowledged. The company has cautioned its sales force and partners to lead with an acknowledgement that Blaster has wreaked havoc on customers' businesses before pitching them on new business.


There's nothing wrong with saying you are sorry (even if you don't really believe something is your fault). Right after the Blaster attack, Redmond held a series of conference calls with key customers. (It even published the transcript of one of them.) The key message: We are sorry that Blaster blasted you. And we are pulling out all the stops to make sure this doesn't happen again.

Making Windows and other key infrastructure software more secure is Priority No. 1. No exceptions. It matters more to users than getting their hands on a Longhorn beta, receiving a sneak peek of a Motorola Smartphone, or being granted another round of Software Assurance licensing concessions. Accordingly, Redmond seems to be accelerating its schedule for patching its software-patching mechanisms as a key first step.

But school's not out for Microsoft on Blaster. There are a few lessons that Redmond seemingly hasn't taken to heart.…

http://www.microsoft.com/security/protect/default.asp

http://www.microsoft-watch.com/article2/0,4248,1237609,00.asp