I feel that Kevin Rose has a mixed-reputation in some circles. But I thought his advice was interesting and he has some good credentials in terms of building community-centered sites (Digg, Revision3, WeFollow (Pownce, not so much)), that can't be denied.
I haven't watched the video yet, but I'm sure he didn't mention one thing I did. I answered all the support emails, and I tried to personalize every one of them with a joke or something. And put my real name and email.