I remember about three years ago I was on a call with Microsoft support. As the tech is looking for support documentation to help me, he whispers after five minutes of fruitless searching with the MS search engine, "Let me Google this." Soon thereafter he had the answers I needed. In this case what would Microsoft have wanted the tech to do? I paid a flat rate for the support so the sooner I got my answers the sooner the tech could move on to help another paying customer. I have a feeling that unless it is a coporate mandate closely monitored, 80% Googling at MS is a low number.
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I remember about three years ago I was on a call with Microsoft support. As the tech is looking for support documentation to help me, he whispers after five minutes of fruitless searching with the MS search engine, "Let me Google this." Soon thereafter he had the answers I needed. In this case what would Microsoft have wanted the tech to do? I paid a flat rate for the support so the sooner I got my answers the sooner the tech could move on to help another paying customer. I have a feeling that unless it is a coporate mandate closely monitored, 80% Googling at MS is a low number.