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A comment on We lost a customer. This is how we found out. Parent comment

Re:We lost a customer. This is how we found out by keithpeter on Saturday March 29, 2014 @08:37AM (#7492040)
"It's been observed many times that those who have the best appreciation for how a product works are those who use it directly, and secondly, those who either service it or support those using it."

Thanks for the book reference. Similar observations by Lave and Wenger in a more academic style

http://infed.org/mobi/jean-lave-etienne-wenger-and-communiti...

I do think you have a blog post here as others have suggested.

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Re:We lost a customer. This is how we found out by dredmorbius on Saturday March 29, 2014 @02:07PM (#7493188)
FYI: Wenger is mentioned in Brown's index and bibliography, it's similar work.
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