post

Customer Support Horror Stories

The last day of the year brought two Customer Support Horror Stories, from two Jeremies. 

Quite a reading, side by side….   I don’t know about Netgear, but Dell had enough time to learn from their Jeff Jarvis fiasco.  They lost measurable sales, let alone the intangible damage they caused to themselves. Perhaps 2006 will be the year companies realize that for every 100 or so mistreated customer there is a high-powered blogger who will publish their story?  Anything  less then excellent customer service is going to be very-very costly.

Update (12/31):  Gee, it must be really slow if this made it to Memeorandum šŸ™‚

Update (1/09): Customer Service, Dell, Yahoo, Flames and Blogs  

Tags: , , , , , ,

post

Tracking the Complete Conversation – Part 2.

This is a follow-up to my previous post on the subject. Michael Parekh posted a good summary of several related issues on his blog, also linking to other bloggers’ views.

One of his thoughts for a potential solution: ā€œImagine if every person who comments had a PRE-SET user name that worked on all blogs in the system. Then imagine is that user-name could be used, with the user’s permission of course, to construct a “virtual blog” for that user on the fly, listing their comments across various blogs, WITH the under-lying context. Voila…we’d have millions of new bloggers overnight with their own virtual blogs, WITHOUT them having to go through the EFFORT OF MAINTAINING A REGULAR BLOG AT ALL.ā€

Wow, Michael, I think we already have it – well, almost. The platform I use, Blogharbor (Blogware) has the concept of the ā€œReader Accountā€, which is a universal id/authentication system across ALL blogware supported blogs, and isn’t Typekey a similar solution for Typepad commenters? I believe both were conceived as anti-spam measures, but as a side-effect, created the foundation of what you’re suggesting. And of course clicking on an entry would bring up all other linked comments left by others šŸ™‚

Merry Christmas!

Tags: , , , , , , , , , ,

post

Tracking the COMPLETE CONVERSATION

This is a two-month-old article republished on occasion of Steve Rubel’s post today: 2006 Trends Part I: Comment Search. Steve predicts we’ll see a solution soon. I certainly hope so. After all.. we’ve seen communication, PR, Marketing, Tech gurus identify this as a need – it’s an open call for all the programming wizards out there šŸ™‚

Happy Holidays!

The original article:

There is an abundance of tagging / tracking / linking / stat’s tools to enhance the Blogosphere, but they are all one-directional, missing a major part of the ā€œConversationā€.

Steve Rubel talks about RSS being a passive ā€œreceive mediumā€, and how RSS is one-way, feeding info to those who passively consume it – but there is no ā€œactiveā€ feedback channel where a business / organization could subscribe to the feed of all those interested in their product, service, or simply those that expressed a particular interest.

I’ve been thinking about a similar problem, but specifically limited to why blogging is still an incomplete conversation. ā€œ You’re linked to me, I’m linked to you. That’s a conversation.ā€ – says Ethan at OnoTech. Well, almost. There is just the small issue of manageability.

If you’re a Technorati top 100 or even 500 blogger, most of the conversation happens around your own blog, in the form of comments and trackbacks from other blogs. However, for the the rest of us, the other 20 million bloggers, chances are the conversation really takes place outside our own blog, and I for one certainly can’t keep track of all comments I left on other blogs. An occasional Google search on my name reveals lots of these ā€œhalf-conversationsā€ where I left a comment, the blog owner or other readers responded, but I’ve never seen the response, since I forgot to go back and-re-read all those blog-post.

Jeff Clavier points out that Blogware, one of the lesser known platforms (which I happen to use) can send emails when comments are made on a post you have commented on but that is email, and that’s not great… what about the other platforms? The current crop of tracking / linking services all have a top-down publisher-centric view, everything revolves around a blog and related posts, totally missing this other, ā€œbottom-upā€ half of the conversation. Don’t we all need something that shows an integrated view of all conversations where we are participating per subject matter (blog title), whether we started it or someone else?

Jeff in his post quoted above invites creative minds to come up with a solution, and so does Steve Rubel: ā€œboy is that a business for someoneā€. At the recent TechCrunch BBQ I heard Dave Winer complain that he hasn’t seen a major breakthrough innovation around blogs for quite a while – I bet half the crowd at the event (200 techno-crazy minds) could create what we need here. C’mon guys, what are you waiting for?

Update (11/7) : Here’s a somewhat manual workaround. Still not quite the real thing šŸ™

Update (11/9) Jeremy Zawodny discusses comment tracking – some of the comments on his post are also worth reading.

Updates (12/25):

Tags: , , , , , , , , , , ,

post

YAHOO Becoming (del.icio.usly) Cool Again

Deliciouslogo200 just got acquired by Yahoo!, as reported by TechCrunch.  Wow!  Seemingly left in the dust by Google, Yahoo! is step-by-step becoming a cool company again:

  • Yahoo Mail Beta is comparable or better than Gmail (disclaimer: I’m still with Gmail)
  • Yahoo Maps Beta is probably better than Google Maps (again, I deserted to Google, and still am there, but who knows)
  • Yahoo picked up Flickr, which really should have gone to Google, if for no better reason just to be integrated with Picasa
  • Yahoo 360 isn’t that bad either ….
  • …and now del.icio.us

Something’s brewing at Yahoo!

P.S.  Is it now officially Yahoo 2.0?  Or Yah-tooo-ohhh! ?  šŸ™‚

Update (12/09):  This appears to be the ONLY subject in the blogosphere:

Tags: , , , , , , , , ,

post

SixApart Going Down?

As if all the extended technical problems were not enough, now this: “Mena Trott implodes on stage at Les Blogs: calls participant an Asshole after lecturing audience about the importance of civility” (via The Blog Herald).   

Yuck.  Their user community’s love isn’t endless … and in the meantime there are other good blogging platforms. Pretty bad form, IMHO:-(

Update (12/7-8):  This is now the juicy story of the Blogosphere:

  … etc… etc… I wonder how long before it becomes Technorati #1?  

Tags: , , , , ,

post

CourseCafe is Taking Off

I just profiled a week ago. ( CourseCafe, “the Other FaceBook“)  At the time they just went live with their first pilot at Pepperdine. 
Apparently a wildfire started: they are now live at Drexel, Pepperdine, Rose Hulman, RPI, SJSU, Stanford, UC Davis.
Wow… Congrat’s! šŸ™‚

Update (1/22):  Here’s the new CourseCafe Blog.

Tags: , , , , , , , , , , , , ,

post

Technorati Skips Indexing Tags Again

Dave Sifry claims  Technorati’s Search perfomance improved – I actually agree, it did.  But they are having problems indexing tags again… several of my properly tagged posts did not make their way into Technorati’s index, even though the posts were indexed long ago, I can find them in text search.  

I’ve had it .. playing Technorati Investigator has been too time-consuming, tiring,  I just don’t care where the problem originates anymore.

Here’s a sampling of my previous posts re. Technorati problems, with ample references to others: 

Update (12/02):  Blogging about the problems seems to have a “magic” effect  – my tags are properly indexed again:-)

Tags: , , , , , , , ,

post

Full Feeds or Nothing – but that’s just my vote

(updated)

The partial vs. full feed debate is back.  Duncan at Blog Herald provides an overview of the debate. 

I’ve always made my preference for full feed clear, yet I am still reading your partial feeds, Duncan šŸ™‚  Admittedly, it’s mostly scanning nowadays, I just don’t take the time to click and go to your site that often – in this respect I take Robert Scoble’s side.

Dave Winer adds his preference for full feeds, but notes that excerpts are OK, if they are intelligent summaries, not the first x words auto-truncated.  My sour point, exactly:  I don’t mind taking the extra step and edit the summary, but my blogging platform does not allow selective use of excerpts / summaries / full text the way I like:

  • Full post in the RSS feed
  • Auto-created excerpt (say, first 100 words) on the Blog Main Page, with manual override option
  • Hand-edited 2–3 line summary that other blogs can use in the trackback detail.

John Roberts votes for excerpts, since he likes to scan fast, and only occasionally read full posts.  Well, yes, but that’s what RSS Readers are for:  as James Robertson explains,  use one that shows summaries in one pane, full downloaded text in another – Tom Raftery joins in, and so do I.

At the end of the day it comes down to why we are blogging.  Those of us who want to share our views, want to be heard on certain subjects and look at blogging simply as a way to carry out a conversation, will likely prefer full feeds.  I am in that club and simply think that in this world of infoglut either you make reading your blog convenient, or expect to lose readers who will just move on to others serving up similar content in a more convenient way.   That said, I fully understand bloggers whose primary reason to blog is revenue-generation; content is secondary, just a means to attrack readers and get the click the ads.  Of course they will always want readers to come to their site, thus only providing a partial feed.   For them, it’s a business after all.

Update (12/8):  Excerpted Feeds are Evil

Update (12/30)Post full feeds. Please. (WeBreakStuff)

Update ( 2/21)

Tags: , , , , , , , ,

post

Resumercial: Another Business Process ReEngineered

(updated)

Just minutes after I posted “ Rebates: the Business Process that will Never be Re-engineered “ I’ve discovered Resumercial, a completely reenginered approach to the process of getting hired – or not.  Watch the video here.  (originally found on digg)

Kudos for creativity.  Too bad he applied for a Product Management position and failed to mention a single word of his qualification in that area.  Oh, well, perhaps this was just the beta, and he’ll fix it by Rel 1.0.   Actually, that might be smart when you apply to Google .. after all, most of their products are in permanent Beta…

Talk about releases… have you noticed how I use the term ReEnginered?  That’s the web-version (albeit 1.0), using the form Re-enginered would have been sooooo 90’s šŸ™‚ 

Update (12/8):  I don’t know if Resumercial worked or not, but here’s another approach, that apparently works: Hire Me, Google.

Tags: , , , , , ,

post

Sex (or Lack Of) Sells

Zipcars

(ad from SFGate.com)

Update (11/20):  Napster is using sex to sell, too. (hat tip: OM Malik)

Tags: , , , ,