The Blogging World Reacts.

FeedDemon has a Keyword Search feature that, using Technorati, finds for me all the blogs that mention Skype. Turns out that only a fraction of these blogs are in English; an indicator of the extent of Skype usage worldwide. Here is a sampling (with some being added to blogs I follow):

Mike McGrath, Dogpatch Dispatch: "Skype Says The Bug Has Been Squashed"

So what are the lessons?

First, make no assumptions about the problem unless you know the whole system. The definition of whole system now includes your application and everything else your users are plugged into. That’s an infinitely complex hairball.

Second, companies have a responsibility to keep their customers informed. Skype gets a C+ in this department given the lags in their explanations.

Third, everyone as a right to complain about anything. I don’t care if you paid for it, got it for free, or stole it. If it doesn’t do what it was designed to do you can bitch about it. Hell, as far as I’m concerned you can bitch about a clear blue sky. I may not agree, but I’ll stand by your right to say something.

And yes, I’m still using Skype!

Tony Hung, Deep Jive Interests: Skype Gives Back 7 Days for 2 Days Of Outage

However, the guys at Skype get a tip of the hat by doing something right in light of the outage. How it plans to address — if it ever does, perhaps behind the scenes — with business or institutions who may have lost real dollars to the outage, is another matter. And if anyone does happen to hear of that, I’d be happy to know what that is.

Rogers at MyVoIPProvider.com: Sick and Tired of Skype

No we are not sick and tired of Skype, just extremely tired of seeing thousands of articles flying around the internet in the past week trashing Skype in every conceivable manner.

…. We are by no means fans of Skype, but in the past 3 years we have been using them, besides other VoIP services, Skype was until last week the only service which was 100% reliable. We never experienced any problems whatsoever. Besides being 100% reliable it is extremely cheap and 220 million users cannot be lying.

Get a life!

Stuart Henshall in response to Brian Solis Crisis Communications 2.0 — The Skype is Falling post that Phil references in a previous post:

… Transparency is key. Real faces are key. Voices are key. Most PR companies don’t get social media. Skype’s should; it was built and sold on the basis of social media and community support. It was built on stories; by engineers who keep adding features and business development that created API’s and new product classes. It was built "urgently" and it peaked when sold to eBay. Make no mistake Skype is still a great company; the technology fantastic, and core stories still strong. However the Brand means less today. Mind control and rationality will be beaten by the heart of social media every time. When Skype really updates its home page to embrace community it may once again have the chance to move ahead.

Dan York over at Disruptive Telephony in a further post on the outage (Dan raised the question as to why this Microsoft Update was different):

Jim Courtney over at Skype Journal also offers his perspective on this statement. I join Jim in thanking Skype PR for recognizing that their initial responses were insufficient. I think a common thread in many responses to the initial communication was that we were looking for more transparency. Stuart Henshall, a very early Skype user and one of the founders of the Skype Journal, posted a good piece about communication and Skype: "Outing Skype Communications". Well worth a read.

With that, we can probably wrap up the outage coverage… it looks like Skype users are already back to using it.

:From Singapore, Kevn Lim of Theory.IsTheReason: What Skype’s Outage Reminds Us Of:

Yup, we’re still vulnerable…
Just as we’ve discover how vulnerable the global Internet is (remember Taiwan’s earthquake disrupting Singapore’s connectivity?), here’s an instance of a Peer-to-Peer network falling apart when it theoretically shouldn’t.

If you’ve trouble visualizing this, a chat with Su Yuen makes it easy:
Su Yuen: Its like how in the Atlanta olympics…
Su Yuen: Everyone flushed the toilet simultaneously, causing the piping system to burst and leak
Kevin: That is an interesting analogy
Kevin: do you have the link source for that? URL?
Su Yuen: No, I heard it on the Sydney Olympic park tour
Su Yuen: The tour guide told us about it
Su Yuen: and that’s why he said for the Sydney Olympics, they had everyone flush simultaneously a few times to ensure the piping system would be able to manage it.

Shel Holz (a frequent visitor to Toronto who uses Skype for his podcasts); Smart Skype Move.

… Some have asserted that the two-day outage (the first of its kind since Skype launched) calls the service’s reliability into question. (For me, I wonder how reliable Ma Bell was three or so years after it was launched compared to Skype.)

Tamas Henning: Sharing Good … Not Sharing Bad

Today after reading Villu’s post on the happenings (see here) I have to say almost all of my questions regarding this have been answered. It’s true that these questions should have been answered earlier but at least we aren’t completely kept in the dark about the incident. Better late than never? However I would like to end this blog post with a question especially those who criticized Skype for the outage: Do you know of a single operator (mobile, landline, VoIP, etc…) that didn’t have at least 1 (one) major outage during its life? If so which one?

Mark and Rose Taylor: Just Visiting This Planet: So Skype Was Down. Just read it.

Mark Evans, a heavy Skype user in his business activities, talks about the Freemium business model: What Do You Expect for Nothing?

Don’t get me wrong, having your service go down is a bad thing because if enough users get frustrated and decide to leave for a rival, it means advertisers could go away too. But the reality is this sense of entitlement among online users is unrealistic because expecting to get everything for nothing is just wrong.

Alan Stern responds; Andy Beal responds.

And from Andy Abramson at VoIP Watch: Leading From the Back.

Here’s the net-net. Skype built their user base being ballsy, with bravado and brashness. Now that things have hit the fan the once very free tongued types seem to have their tongues all tied.

I call this leading from the back of the pack. And in the 2.0 era that’s exactly where people will end up if they don’t change their habits and style and be true leaders.

As I close this post at 1220 GMT Wednesday, 8,264,990 Skype users are online.

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About Jim Courtney

Bringing over thirty years' experience in the sales, marketing and management of cutting edge technology businesses.
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