Why did Microsoft decide to support native PDF output in Office applications in its next version, code-named “12” and due out next year? Some analysts claim it`s a capitulation to Adobe`s domination of the electronic document space, while others guess it`s some kind of referendum on Microsoft`s own Metro or InfoPath technologies.

Turns out the answer is neither of those. Instead, says Microsoft general manager of information worker business strategy Alan Yates, end users drove the initiative.

The feature development process for Office, Yates says, works like this: Microsoft puts some features into Office that no one`s yet asking for, but that the company thinks end users will find useful. Others, he says, get written in because customers demand them. PDF support falls into the latter category, to the tune of 120 000 tech support queries per month.