At the time, there could not have been any better messenger than Powell: a well-respected Republican, a former secretary of state and an army general.

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Mr Papandreou has created an almighty mess, but he is better cast as the messenger than the villain.

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Focusing on integrating Windows Live Messenger into Skype and simultaneously providing a better user experience for chat could be a smart move for Microsoft, especially as Skype is so heavily integrated into Windows 8.

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There will always be businesses that think it may be easier to blame the messenger rather than respond directly to customer criticism, but this case reinforces our belief that the better option is constructive dialogue between consumers and businesses.

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