"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 s

"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-communities-of-practice/ http://infed.org/mobi/jean-lave-etienne-wenger-and-communiti... I do think you have a blog post here as others have suggested.