ASW08 Looking Back at My New Friends at Affiliate Marketing Summit West

Apologies for the lack of posts during the conference. My Dell Inspiron, as well as several other people’s, could not connect to the Affiliate Summit Internet signals. This is Dell’s fault, not Affiliate Summit’s. On that note, Dell needs to finally take responsibility for the many flawed drivers and poorly designed hinges in these machines and do a complete and total recall. I’m gathering horror stories for a future post since Dell is not taking these problems seriously and correcting them fully and globally. If you have a Dell Inspiron horror story please drop me a note.

OK, back to my highlights of Affiliate Summit West 2008!

- On Saturday meeting Ned Farra from Zappo’s, Patrice Kaddatz from Scrapbook.tv, Heather Paulson, Chris Graham from Syntrx and Carsten Cumbrowski was great! Learned some great things.

- On Sunday at the Meet Market I had tons of great conversations! I met John Chow for the first time and he wasn’t anything like I expected him to be! He was amazingly down to earth and easy to talk to. I ran into Kevin Lee from Did-it, we had a nice catch up chat. I met Dominic Sofia from DGM, Richard Forster from Buy.at and George Hansen from Digital River about their quality offerings - really awesome people I’m glad to now call friends. Also had a great talk with Geofferson Marcy at Advaliant about how they uniquely manage publishers.

- Meeting Shawn Collins on Monday during Jason Calacanis’ speech. Shawn complimented me which was quite unexpected but a nice surprise. As you know I attend alot of Internet conference however this was my first time at Affiliate Summit. I was immediately struck at how difficult this conference community is to manage and program due to it’s highly fragmented and unstandardized nature. The accomplishment of not only satisfying this community but growing it in the way that they have is something that both Missy Ward and Shawn Collins should pause to appreciate. The use of Twitter in a group manner as they did at the conference is also brilliant (note to self - I need to get instructions on how to set up a group Twitter like that - maybe Shawn will point me in the right direction!). I look forward to building an outstanding long term relationship with Shawn and Missy over time.

- Speaking of Jason Calacanis and Mahalo, you see me asking a question of Jason in this photo after his speech. Regardless of whether you love and/or hate Jason, I’d highly urge anyone to listen to his speech in the Webmaster Radio link. It was highly thought provoking talk that replaced the word seo with affiliate spam. So what did you ask him Dave? Let me set some background first. Since meeting Jason Calacanis in December, 2006, he sent Linkedin invites to his whole address book while an entrepreneur in residence at Sequoia and then did not participate in the ecosystem there, he’s sent me dozens of Facebook invites, yet last year when I was in Santa Monica and gave him a jingle and he didn’t call me back. Jason has stated that Digg was “Brilliant” yet Digg is causing content to be recycled and stolen from small blogs and pushed to the lazy masses. Mahalo also has the Alexa toolbar installed on all of the machines at Mahalo, which games Mahalo’s Alexa rating.

So Jason what is your role in creating and contributing to Internet spam? You are certainly not a totally white clean angel virgin here. Listening back to the recording today though, I admit you acknowledged and didn’t deny anything I said when I stated and asked my question. I gotta respect that. I’m left mildly confused if that is the blogger in you that is taught to engage the one that questions you or whether it is truly how you feel. I’m conflicted. To me a friend means going beyond the surface level, I’m still not convinced you are fully capable of it. I’d love nothing more than for you to prove me wrong. I’d also like to thank the dozens of people who came up to me during the rest of the conference and stated that they appreciated my bringing up relevant examples of how Jason (and everyone else) participates in polluting the web, some are more guilty than others of course but nobody is completely innocent.

I’ll ask you another question Jason, “You mentioned how you you have ego alerts during your speech, then you attacked Seth Godin and Squidoo. How can you reconcile how you are urging the creation of content with your ego alerts and how that is terribly different than your personal views on Seth Godin’s creation?”

Alright enough about what I think, here are the other posts on Jason’s talk:

Mahalo’s Missing DNA back at you Jason Calcanis

Affiliate Summit West Thank You

Calacanis is and the Real Hurdles for for Affiliate Marketing

Live Blogging the Jason Calacanis Keynote at Affiliate Summit

Jason Calacanis Urges Affiliates to Think Big, Stop Holding Up Checks

Message board discussion of the keynote

“Don’t pollute the river”, affiliates told.

Jason Calacanis Keynote Recap (Affiliate Summit)

-Other people I met on Monday include Jamie Birch from Converseon, Mark Kirschner from Linkshare, Krissy Mitchell a Northwestern University Kellogg alum who works at Avon in New York City. Also met Gary Vaynerchuk from Wine Library TV who will be speaking at the TECHcoktail conference in May. Dan Murray at Ravenwood Marketing and Steve Schaffer from Vertive gave an truly educational talk about how to manage affiliate managers.

- Affiliate Bash - WOW!!! Daron Babin and Brandy really outdid themselves at this one! The Blue Man Group performance during party was amazing. The venue was awesome! Special thanks to Kris Jones at Pepperjam for being the primary sponsor of this event.

- On Tuesday, I sat at a table and there was a talk about Wordpress with Karen Jackie and Dana Rockel from Content Robot. Fun folks who know their Wordpress.

Attending Affiliate Summit was an outstanding experience, if you attend many other Internet conferences you’d benefit highly by attending the next Affiliate Summit and seeing how these folks fit into your existing web strategy - irregardless if you are a search or a brand marketer. See you in Boston in August! If you met me at Affiliate Summit, please feel free to add me on Twitter, Facebook or Linkedin. See you soon.

Andy Sernovitz: “It’s good to have a goofy name”

He’s right that having a distinct name online can be extremely helpful. It has plenty of search engine results implications. Not enough people think about this issue when naming a company or product.

This is a really smart tip.

Lee Odden’s Top Ten Online Marketing Tactics for 2008 Survey

Lee Odden has posted the results of his online marketing survey. The blog result is likely directionally correct, but is likely skewed on the high side a bit due to the survey being on a blog. Go figure.

Blogging (25%)
Search engine optimization (14%)
Email marketing (12%)
Pay per click (8%)
Blogger relations (6%)
Online public relations (5%)
Viral marketing (5%)
Corporate web site (4%)
Social networks (Facebook, LinkedIn) (4%)
Webinars/Teleconference (3%)

SES Chicago 2007 : Troubleshooting Dynamic Website

Moderator:
Anne Kennedy, Manager, Managing Partner, Beyond Ink
Speakers:
Laura Thieme, President and Founder, Bizresearch
Matt Bailey, President, SiteLogic

Begin Your Research Project:

URL Structure
Search Engine Indices
Current Rankings
Spider Activity (Net tracker gives great spider research…)
Determine Target Terms
Overcome technology, resource and/or political challenges
Index, Optimize
Monitor improvements

Your Page Titles: Are they Really Optimized?

Example: Wine racks (Pier 1)

Page title - is it right?

Dynamic versus static – do they need to be static? No.

Basic Optimization Tactics – keyword embedding

Home page title matters – a lot!!!

Relevant Page Title page, Footer – best first quick steps

Are pages titles enough? H1, H2, Intro optimized, URL optimized, page rank updated.

Hierarchy of a website – URL, how deep and often is the crawl?

What We Found

- We found minimum of 3 issues

- Additional reports and trending are important

When that isn’t enough?

Universal Search?

Update the robots.txt file to remove things.

Canonical issues, soft 404’s get it right!

301 redirects – are they still in place?

Matt Bailey, Sitelogic

IT for marketers

IT and marketing need to work together.

Robot.txt is the welcome mat to your house…

Redirects.

Use Webbug

Architecture – if you using JavaScript, it will not work properly

Duplicate content – avoid it!

Cannibalization problems

Legacy spam – invisible text links…

When Google finds pages though natural crawling, its’ better – Using Webmaster Central helps…

SES Chicago 2007 - Digital Shelf - The Search Marketing Opportunity for Packaged Goods (CPG)

Moderator:
Kevin Ryan, Vice President, Global Content Director, Search Engine Strategies and Search Engine Watch
Speakers:
Matt Wilburn, Senior Category Director, CPG, Yahoo!
James Lamberti, Senior Vice President, Search and Media, comScore, Inc
Dana Todd, Board of Directors, SEMPO
Randy Peterson, Search Marketing Innovation Manager, Procter and Gamble

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Everyone on this panel clearly put a lot of long, hard work into the concepts, thought and research into this panel and this blog post won’t do the great conversation the justice it deserves. It’s bleeding edge, this is fun and interesting stuff that will eventually transform the way consumers chose products and discover need brands that specifically meet their needs.

****************************************************************************

Does search help CPG? Comscore and Yahoo! provided the data for the SEMPO study.

James Lamberti, Comscore

The search marketing opportunity…100 million unique visitors in food alone, and babies

Who are these searchers? Average income, dramatically higher, 80% female

They enjoy cooking and entertaining.

Allergy sufferers are a prime underserved demographic. The opportunity to build brands via presences made through educational experiences.

Matt Wilburn, Yahoo!

Order of importance to searchers

- Information & Help

- Purchase Decision

- Promotion

- Company Website

Content matters more than a direct navigation. (I see a pattern developing here)

Consumers expect a digital shelf to be similar to a store shelf.

Out of stock, hard to find are issues.

Are you visible in paid and organic? Are you creating a nice impression?

Dana Todd, Sitelab

This is a compelling proposition. We believe in the promise of search for branding issues.

We need to think outside ROI. Back away from the spreadsheet. You need to get people thinking outside direct acquisition.

The first brand for cheese is on page three of the Google organic listings. Why?

Chinese toothpaste issue was a counter reaction to the ingredients article in Wired.

Develop problem and solution content.

If searchers are special, treat them as such!!!

End of session comments…

67% of searchers found a brand they weren’t aware of… (Kevin Ryan)

The term PPC is useless outdated and should be changed – Digital Point of Purchase? (Dana Todd).

Question by me in Chicago: Dana brought up the cheese in PPC and no brand organic terms, to use the Liz Strauss conversational blogging element, there are actually 10 posts on toilet paper on Technorati today, shouldn’t brand managers be engaging this, not only for the SEO benefits, but the innovation road map as well?

(all panel heads nod in agreement) Using the data during the planning process is the next frontier after this issue (which is still in the early days)…

This is certainly an area where the conversation will continue and evolve, it’s a challenging area due to the issues of massive change.

HR Technology Conference : Lehman Brothers Leverages Recruiting Beyond Talent Acquisition

Heather Redderson, VP, Global Talent Technologies, Lehman Brothers
Derek Mercer, CEO, Vurv Technologies

When I saw this description I knew I had to attend this session…

The HR systems at Lehman Brothers, the fourth-largest investment bank in the world, have traditionally been siloed, probably just like yours. But, competing with Goldman Sachs and Morgan Stanley, VP Heather Redderson knew she had to integrate them all so her 27,000 employees could collaborate around their careers and new opportunities for internal mobility. She’ll tell you how she aligns and compensates them and tries to leverage best practices, and fill you in on the internal community she’s created for employees with new tools and competitive intelligence on those other, bigger guys.

When Heather arrived, Lehman Brothers systems appeared disorganized. How disorganized? A Summer intern gets to give a presentation to a C-level team during the first month she is there. The intern’s presentation? Two slides. One basically system mapped out the systems Lehman has. The second with all demonstrating how many don’t talk to each other. The intern stated that “this was a problem that needed to be fixed” and then sat down.

I don’t know if the intern got a full time job at Lehman upon graduation. If they didn’t I’d love to hire this person at the next company I work at. Why? People who can point out the root cause of problems and say this is what needs to be fixed are all too rare. The intern likely created the vital executive sponsorship for the magnitude of the changes that Heather is now making.

In reference to internal mobility, internal employees were frustrated as they were applying and never got hired. Hiring managers were frustrated with volumes of people applying for roles at the wrong level. Employees were frustrated with lack of execution.

Using Vurv and Congos there is now rule driven reports and drivers. They now focus on the relevancy of resumes and are trying to add other data elements to the mix.

$12 million dollar savings in just four months by reducing outside contingency recruiter fees! Put all new initiatives for 2008 on hold and reallocated budget money. Focused on utilizing what we have better.

Discovered that there were many people in roles with job descriptions that didn’t match. Fixing that through transparent conversations is occurring at a rapid rate.

Lehman HR mantra:
To recruit talent
To protect our employees
To gage our landscape

They are also creating an alumni site. (I wish that BlackRock would create an Alumni site, it would bring me joy in so many ways.

It’s clear that Heather’s efforts are not only transforming HR, they are transforming the process and way the whole organization operates. That’s what it’s all about effective execution with what you have. Develop a data strategy and process then iterate and improvement. I’ve always loved Lehman Brothers scrappy style when I worked on Wall Street, it’s good to see them laying a foundation for future transformation and differentiation.

More on this when I have time to elaborate on an element I saw that fascinates me. Soon.

Jason Alba Author - I’m on LinkedIn — Now What???

Recently I blogged about how retained recruiting firm executive search activity on Linkedin was rising. Maybe they got an advance of Jason Alba’s new book, I’m on LinkedIn — Now What???, and started putting the concepts to immediate good use! I had this to say about the book:

“Jason has written a highly practical guide to Linkedin that will quickly allow a new user to understand and utilize Linkedin. It’s also a great guide to the Linkedin’s hidden gems - finding high quality people through endorsements and off Linkedin content such as groups and identifying thought leaders through blogs linked from profiles.”

I’m honored to have been asked by Jason to contribute ideas to the book as well as some Linkedin best practices at the end of some of the chapters. Jason is one of the people I’ve met via Linkedin and I know my life is much better for that as he always makes himself available to talk and help my goals in any way he can.

While certainly any Linkedin novice would benefit, Jason’s book most needs to be read by c-level executives, all HR executives and recruiters who don’t yet understand how to fully utilize Linkedin. There tools on Linkedin besides last company worked at and job title - the community would function better if people learned to use the community more wisely and this can happen quickly if people read Jason’s book.

SES San 2007 Jose Day 1 - Universal & Blended Vertical Search

Moderator:

Chris Sherman, Co-Chair, SES San Jose

Speakers:

Greg Jarboe, President and Co-Founder, SEO-PR
Sherwood Stranieri, Search Marketing Director, Catalyst online
Bill Slawski, seobythesea.com

Q&A Speakers:

Erik Collier, Director of Product Management, Ask.com
David Bailey, Engineer, Google
Tim Mayer, Vice President of Product Management, Yahoo! Search

Quite likely the busiest session of the day to the fullest house. One can’t help but notice that if Greg Jarboe had gone to Google and designed Universal Search himself he likely couldn’t have designed it to play into his strength areas in news and pr related issues. The implications and transformation for universal search are still evolving, but they are clearly changing the landscape. One other thing that became clear from this event was that Ask is becoming a serious contender in this marketplace.

Greg Jarboe –

Universal search is the biggest event since “Florida” update. 70% of what I used to know is now obsolete. The patterns are not yet clear in personalization.

News results ranked #4 if you searched for the term iPhone on June 29

In the #8 position, was a Youtube video. We don’t know if it was done on purpose.

July 17, Rupert Murdoch – news with image – brings up a whole new reputation management – be prepared to optimize images.

Early chapters of Henry Potter were leaked, the blog results are on page one of results

Investor relations now is moving to the front page of Countrywide. Few companies have complete control of their brands now on Google.

Unflattering images of Hillary Clinton and that vast right wing conspiracy is building links to unflattering results.

Blogs on Hurricane Dean already on front page. Images will likely come next.

All of the rules have been rewritten – how do I research this? Focus on the upper left links. News seems to be on the top left all the time. Search remains #1 way journalist find information about a company.

Newsknife and Google News Report – be checking this. Your PR people aren’t ready for that yet. If you are not giving a jpg file in a release, start now.

Google News right now doesn’t do video news. Likely to create that.

Social mapping tools can help identify most influential bloggers. In certain categories they show up.

A couple of years ago there was vertical creep session here at SES – I now rank for that term. Not a good thing.

You can’t afford to ignore Universal Search Today

Google is making specialized or vertical content more visible through Universal Search

Sherwwod Stranieri, Catalyst Online

This throws a lot of curves into the theme. Ask 3D and Google cut new paths.

Conventional web pages that once rank well are going to move around maybe down. Other things will move updates.

Number of videos is significant in the Youtube world. Are the search engines using comments as an indicator?

We are looking at it as search marketers. Showed client example.

How to look at it: Google PR, Y! Page links, keyword phrases in tags.

Videos ranking correspond well with views, comments, etc.

Bill Slawski

Why does news, images and video show up there.

I’m not sure I see this all as a revolutionary concept. How do we get out content into our results.

Showed examples of screen prints from each engine for the word spider.

Showed the Google patent, oddly looks quite different than Google’s universal search does now.

Google acquired several Infoseek patents.

Discussed Onebox and log file data.

Ranking in Vertical databases – how do you rank for that vertical?

User behavior – key value pairs, be certain definition and being defined. Questions and Answers work the same way. Html formatting may play a role.

Enhancing the user experiences.

David Bailey – Google
Technical lead for the vertical search.

What are our goals?

Make google.com the search box of first resort.

Display special features for special results

Keep it fast. Keep it simple. Above all, keep it relevant.

Showed example: origami crane

This will continually improve and extend to more result types.

It’s still about the web.

But: think about creating quality content in other forms. Expect similar SEO guidelines to apply.

Create quality content, describe it well and we’ll see what happens.

Tim Mayer, VP Product Management

We are transitioning to a better optimized user experience

Freshness and user intent became relevancy issues.

News, local and other verticals – the possibilities are infinite. Federation plays a role.

Some implantation examples:

Music Artist Shortcut

Movie Shortcut

Hotel Shortcut Inline

Consumer Electronics Shortcut

As we go forward, it’s going t be more about the intent of the searchers.

Eric Collier, Director of Product Management

“We are the scrappy innovator of search.”

Ask.com 3D: SERP Design

We moved the content up top and removed the top links.

Large jumps in user satisfaction seen in both the site analytics and surveys

Increase in vertical channel usage

Starting to see a reduction of multiple query sessions around the same keyword term.

Expect to see a larger percentage of SERPs with blended results

User location will play a larger roles in SERPs

Expect to see fewer web results in SERPs

Blogs, Images and Video results will take online reputation into account when ranking

Pay attention to other search drivers

Other coverage of this important session:

RB Digital Boots

Rustybrick

AIM Clear Blog

Lee Odden’s Toprankblog

Bonus coverage:

Lee Odden interviews Tim Mayer

Is Google Starting to Change Recruiting Methods?

Those of you who have read this blog for a long time know that I’ve been critical of Google VP of People, Laszlo Bock, due to lack of execution in the past. Things like placing an ad in a magazine and forgetting to launch the microsite or worse ignoring employee referrals that were highly relevant frustrating employees and creating brand damage externally.

Google held an event with several senior executives last night in Chicago. Eric Olson told me about the event, I recently spent a fun day serving as a volunteer website judge with Eric at the annual FBLA-PBL convention - you can read those details here.

I was told by one source that they wish to personalize the recruiting process more and make it less about numbers, keywords and passive candidate recruiting and more about soft skills, knowledge and passion. Time will tell if they succeed in this attempt at change but even stating this shows that they are listening to numerous types of stakeholder feedback and innovating from that. It’s a positive sign. So I have to acknowledge these communicated goals as they suggest that change is a priority.

NRA Show Danny Meyer of Union Square Cafe NYC on Enlightened Hospitality

During my time in the New York City area, few things outside the financial services industry affected me more than the restuarants. Of those, few bring back fonder memories than my time in NYC than the Union Square Cafe and the restuarants that followed. These include the Grammercy Tavern, Eleven Madison Park, Tabla (my second favorite after Union Square Cafe), Blue Smoke & Jazz Standard, Shake Shack, The Modern, Cafe 2, Terrace 5 and Hudson Yards Catering. The newsletter they send, a blog in paper form before there were blogs play a special role in building that bond.

What follows are the raw notes of Danny Meyer’s speech at the National Restuarant Association in Chicago on May 19, 2007. There are amazing insights in his speech and new book, Setting the Table, in regards to separating the concepts of service and hospitality, recruiting and how to life to it’s fullest. All lessons that can be applied to web 2.0 or any business in need of refined and high performance culture. Please note that the notes are raw and from his voice:

He let everyone know that it was his first time speaking at an NRA show. However, he attended the 1985 NRA convention. I wanted to learn about a POS system. We got a big presentation on it. I gathered the courage to ask a question. Is it really feasible to give a rolled thermal check instead of a proper check? If you give them good food at a fair price you can give them a check on toilet paper and they will come back someone chimed in.

Something dawned on me about five years ago. We focus on mistakes more than what is going right. My grandmother was proud of her garden. She taught me to garden at the age of 6. Ignore the weeds water the flowers. It dawned on me many years later that is what we should do in real life. A lot of things were going right.

Opening my restaurant was a passion. The strongest business decision I ever made was to fire myself as chef. In a city that has 22,000 restaurants, we have 6 in the top 42 Zagat Favorite Restaurants. People who are highly institutive make poor analysts. I do things that are intuitive. I employ over 1,500 now.

What does it mean to be my favorite (restaurant)? When you put those words in front of anything it is the highest compliment that can be paid. If I could figure out the secret sauce, Id have something. Location has ceased to be a critical fashion. The other 95% of the people say its’ service and not location, location, location. We needed a service economy. The car rental company didn’t have the convertible you wanted, the bank didn’t do what you wanted, etc. The Internet changed the rules. If you wanted to rise to the level of my favorite, you did if via performance. Performance used to be the thing that did it for you. I’ve always made a practice of asking why. You guys make the best roast chicken, you seat us on time, etc. We stopped hearing that when people started using the Internet. If you wanted to set yourself apart you could do things to differentiate, but replication happens much sooner now. Performance is a lot like air conditioning. Nobody has ever walked into the Grammercy Tavern and said this is great air conditioning, but if it doesn’t work, they don’t come back. Performance is now a lose proposition, it is not a win proposition. Nobody defined how hospitality is different than service. Did the waiter clear the table timely? Hospitality defines how you make someone feel. You have made them feel like you are on your side. Hospitality only occurs as we see it. Service is the technical delivery of product. You can write a manual to define the service and we have a different manual for hospitality. If you do something, do it consistently. Hospitality is not a monologue it’s a dialogue. The preposition for is involved in hospitality and the preposition to is there when you do something to somebody. It takes certain technical skills to open up a bottle of wine. We had been focusing 49% of skills training for technical skills. We spent the other 51% hiring for hospitality.

Hospitality IQ is the companies which are successful are the most successful in hiring the right hospitality. We need to hire people who derive pleasure from giving pleasure. What occurred to me is that you can’t teach it.

Kind, Intelligent and Curious, a high work ethic and integrity. These people were people with a high degree of empathy. Integrity is more than honesty. It is the judgment to do the right thing. More often than not they are life choices. Talked about leadership and the relationship to being a captain on a team. You get to be in a business of setting rules. Every single organization in the world have the exact same five stakeholders – customers, investors, community, employees and suppliers. We created a virtuous cycle of events. But if you believe in virtuous cycles, you can make more money by putting ourselves first, employees trust and put investors last. If I could raise my Hospitality IQ when hiring we’d be better. We put our community and suppliers ahead of investors to. Why would we have a community investment department? Why not help fix the park across the street. A rising tide lifts all boats. You might succeed at that. You can invest in the tide. Do your competitors go up with you? The niche of BBQ goes with the tide. Table is another example. We needed to create a new tide. We have been working to build community. In the same way that a championship horse is born with the DNA, it still needs to be trained. Make sure your staff needs to have the heart muscle worked hard. Birds of a feather flock together. The staff wants other people to work with that have a high hospitality quotient. People who have the same emotional need to learn pleasure. If you teach me more than the next guy, I’ll stay here. The biggest thing, please listen to my aspirations. We always want people to be part of a new opening of a new restaurant.

49% of a swans body mass is below water, 51% of the swan is above water doing the graceful stuff. My favorite chapter is the road to success is paved with mistakes well traveled. Waves are like mistakes, there is another one just behind it. My biggest mistake was back in 2002 and I found it hard to find the type of people. It took 35 minutes to get a drink on opening night at Blue Smoke. When I learned the swan theory, I never knew. Eye contact, a mile a hug and some pretty darn good food.

Question: Questions about putting staff ahead of customer.

What I’m saying is exactly that. If you have the best recipe, it’s not good if you don’t have good ingredients. Our hospitality will never rise to a higher level. The two things I look for in any business are focused on their work and enjoying each others company, I know it will work.

Question: When you were hiring for HQ, how do you train your managers.

Since you derive pleasure for making people for feeling comfortable, you can be blind to it. Have others help you. The prospect drops out that can be frustrating. I’ll ask someone, “Tell me how you used heart in your last job.” We tell people there are the skills that matter for you.

Question: Can you talk about the importance of the quarterly newsletter?

Listening is as important as expression. The fact that you think it’s quarterly when it’s twice a year is a testament to its’ effectiveness.

End.

It was a pleasure to listen to Danny speak. I’m glad I took the time to listen and learn from his wisdom about life and hospitality.

UPDATE: He had a book signing to go to at 2PM. At 4:45PM, I still saw him standing there with a line of people with books. Nothing short of amazing!

Facebook Spamming Your Identity To Drive Their Traffic

The other day I was highly surprised to learn that my Facebook profile was showing up in the top 10 for Google when you Google my name. In my opinion, turning on a feature like this without informing your users of the change to drive traffic using users’ identity to their social network via search engines is rather sleazy. After looking through their 89 zillion privacy options, I could not find a way to do it without excluding current community users which I did not want to do. This was their response to my question on how to do want I wanted.

Hi David,

I’m afraid there is currently no way to prevent your Facebook
account from appearing in a Google search. However, please
keep in mind that only users that are currently able to view
your profile will be able to view your listing in a Google search.
If you have any further questions, please feel free to let me
know.

Thanks for contacting Facebook

Let’s ignore the factual inaccuracies of that statement and just say that Facebook clearly doesn’t get it here. Or purposely chooses not to. I do want everyone who sees Facebook as a valuable tool and who has signed up to be able to search on me and find me. What I don’t want is for people outside this community, who often have misperceptions about these communities to see it when they do a search on me in Google or another search engine. What I don’t get is why it’s not already possible within the confines of the 89 zillion privacy options Facebook already has:

So Facebook, please give this user (and the thousands of others like me) what they want. Immediately add a noindex option for my profile so that community users can fully see and search my profile when inside the community while not allowing outside search engines to index it. I look forward to your prompt action and resolution of this request. Thanks.

Google Meets The Axis of Evil Comedy

Last week, I heard a comedian named Ahmed Ahmed, who is touring on the “Axis of Evil Comedy Tour”, via a radio interview in which he was asked what it was like having the same first and last name. Much to my surprise, he started talking about how a guy on the FBI’s most wanted list - Ahmed Mohanned Hamed Ali - shows up right next to his when you type - Ahmed Ahmed - into Google…notice the first and second entries in the first of the two photos below. Ahmed has a point when he states that when typing in Ahmed Ahmed twice he doesn’t find the result relevant as I don’t either. But the oddity of this doesn’t stop here…

At present if one types simply - Ahmed - into Google, Ahmed Mohanned Hamed Ali does not show up at all in the top ten results! Even more bizarre is that there are other Ahmed’s that show up prior to him Abdullah Ahmed Abdullah (page 4) and Sheikh Ahmed Salim Swedan (page 6).

So I’d like to ask Matt Cutts and Adam Lasnik, search evangelists at Google, just why does Ahmed Mohanned Hamed Ali show up for a search for Ahmed Ahmed and not Ahmed?

Google Disasterous with the Letter D

Apparently Google has considerable trouble in regards to the letter D.

First the Dmarc founders left Google.

Now Dodgeball founders, Dens Crowley and Alex Rainert (please drop me a note if you read this guys), not only have left Google but they posed for a thumbs down photo that they have posted on Flickr, a Yahoo! property. The photo already has over 26,000 views and appears to have a viral element based on the view count growth, the interesting comments on the Flickr photo and a lot of blogosphere reaction. I’m trying to imagine how frustrated someone must be to post of photo of this nature, announce new project associations and state that they are throwing a party “to celebrate our escape”.

Putting my investment management hat on, I’d like for independent analysts to be allowed on the earning call this Thursday. If allowed to do so, I’d like to ask the following question, “Why is Google having such a hard time with HR and staffing issues, whether it is regarding hiring new employees, retaining pre-IPO employees (see podcast) or integrating acquisitions? Has Laszlo Bock’s background proven not to be the right style of leadership and is it time for a change?” The “all big companies are always ineffective” is a major cop out as there are big companies that are admired and in fact some cases adored.

Ideas on what to do with Dodgeball are everywhere you look. The comments on the Flickr photo are fascinating to read. P.S. When searching for these entries on Google Blog Search I found considerable splog/spam (MFA Made for Adsense) sites - Google should work to solve that issue.

Dodgeball Founder Departure - April, 2007 post

My Yahoo! Suggestion Board Launched

Techcrunch reported today that Yahoo! launched a suggestions site.

If Yahoo! builds the appropriate mechanisms to utilize and respond to this feedback, it could easily be the most important thing they do all year. If Yahoo! does this, Peter Drucker would have been proud of it. I hope they do as this is would be a good way to build a customer focused organization. I like that the interface allows an anonymous entry, it could allow for people who are shy or don’t like making their name public to participate. I made my first wish regarding Yahoo Mail! in this manner just to test it, better email spam filtering! Please support the cause by giving it your vote!

As you know, I have made several suggestions in the past for improving e-mail.

Good luck with the Suggestion Board, Yahoo! This should be your moment to drive innovation and shine.

Sociable 2.0 Plugin Release Interview: Peter Harkins

Please bookmark as “Sociable 2.0 Interview” - Thanks!

I first met Peter Harkins in person at Barcamp Chicago in the Summer of 2006. As I’ve gotten to know him, he knows far more than just coding, as he appreciates and participates constructively in conversations about business strategy and monetization. It’s a winning combination.

The response has been incredible to the Sociable plugin, so you’ve been slammed with inquiries…

Peter: I’ve gotten dozens of mails about Sociable in the last week, from sites wanting to be included, users testing it out in unusual situations and last-minute feature requests. I’ve promised to get 2.0 out by Midnight February 1, so it’s been a race to the wire to get in new features.

Peter: I’ve added 26 sites at last count in this version. Just this morning a Hungarian programmer sent me at least a few more, so I may have as many as 60 sites in the next version.

You’ve add new language translations with this version, that is exciting…

Peter: Yes. It looks like this version will have support for Spanish, Czech, Italian, German and French with more to come. Before 2.0, interested users were just picking it up, translating it, and offering it for download on their blogs. It was a bit frustrating to track bug fixes between different branches of Sociable. Now we’ll have a unified project to share resources and drive development faster, I want to have releases at least every other month in 2007.

You keep the installation and interface pretty simple…

Peter: Deliberately, so, yes. As a programmer, it’s really easy to think of the UI as “that last bit I have to add so people can use my beautiful code” instead of what it truly is: the most important part of the application. So I spent a lot of time making sure that you can install Sociable just by unzipping and uploading it, rather than try to provide complicated install instructions. I spent time on a feature most people never see: when you install Sociable, it checks a manifest of files to make sure it was uploaded right, and it tells you what files go where if it’s not perfect. It provides help right when you need it most, and plainly enough that you understand it.

Peter: The drag-and-drop in the admin interface is just a delight to use, and deliberately so. I want blog owners to feel safe playing around with the different options to see what works on their site. So I’ve spent most of my time on making the UI really nice as well as fixing up the insides.

So you also reprogrammed the internals of the Sociable application for future development and expansion beyond Wordpress?

Peter: I want to start porting Sociable over to work on other blog engines like TypePad, Movable Type, Mephisto, and more. So I’ve cleaned up the internals of 2.0, laying the groundwork for 2.1 or 2.2 to support more engines. It’s also going to start doing a little stat reporting when it checks for updates. I know there are roughly 10,000 blogs out there using it, but I’d like to know more exactly and maybe cross-reference to traffic rating services to find out what kind of positive effect it has.

You have an alert system for updating?

Peter: Yes, Sociable checks for new versions when folks view the admin console and notifies the blog owner to go download it. Without it there’d still be people using Sociable 1.2 in five years, hopefully with it everyone will be upgraded in a month or two.

In the past you mentioned that there are three different types of users of Sociable…

Peter: First up, there’s beginning bloggers. They’ve just started a blog, and they’ve got stars in their eyes of being the next BoingBoing or something. Sociable is a tool they’ll use to get the word out about their new blogs, and I’m really glad to help out. As much trouble as some have had spelling “Sociable”, it’s been most rewarding to talk to them because they’re new to blogging and are so happy to be able to easily drop in Sociable.

Peter: Then there are the established bloggers. They’ve got an audience and they want to start leveraging it. Sociable makes it easy for their audience to start getting the word out and growing the blog. I get most of my feature requests from this group, and they’re the people who send me the code to add their favorite bookmarking site.

Peter: I get a lot of links from the SEO crowd, who really put the word out about Sociable. They’ve found Sociable to be a useful tool, so they turn around and install it for their clients. Oddly they’re group I hear the least from, they almost never mail me. But they’ll be the most unusual mails sometimes.

So how are the SEO emails unusual?

Peter: I’ve gotten a really bizarre feature requests like - “You should make Sociable automatically submit each blog post to every bookmarking site! And then vote it up!” - or other crazy schemes! It’s frustrating, Sociable is a tool to help blog owners by reminding readers to bookmark good content. “Sociable should make other blogs using Sociable link to mine with the link text I fill in!” Ugh! I should mention that this is a tiny minority of the SEO folks, I’ve only gotten a half-dozen “Help me spam!” mails.

Sounds like we could monetize a Sociable SEO Pro version together?

Peter: There are definitely a few customers waiting, but I’ve got plenty of other projects ahead of it.

Like what?

Peter: I just recently launched NearbyGamers, a social site for tabletop gamers to find other folks to play card, board, and role-playing games with. It’s been a real blast, but my to do list is as long as my arm so it’s eating up my free time. And I’ve been trying to keep updating my own blog with web coding tips but it’s easy to slip out of the habit.

Sociable has created great networking for you. What are some of the better stories?

Peter: I ended up doing CrunchBoard for TechCrunch because I met a guy via a guy via a guy who used Sociable, and that was a real fun project.

What are some of the underused or misunderstood features of the tool?

Peter: One minor frustration has been writing CSS for Sociable that can deal with all the odd things different blog themes do. I’ve had dozens of people mail me asking (sometimes quite forcefully) why Sociable doesn’t look right on their blog, and so far none have thought it’s their own site doing it.

What else should the people know about Peter Harkins?

Peter: You should never ask him to sing anything…

Good luck with the release Peter!

Good Tips for Building Blog Readership

This post gives some great tips!

Comcasted

The following is a first ever guest post by mother, Gloria Dalka, who recently had Comcast waste her time, miss numerous appointments and experienced other inconveniences. The largest of these involved a contract tech that visited the house to install a cable modem, said “he’d return later” (yet never did), then reported the job and cable modem installed (apparently to get paid). Comcast stated via phone that they wanted cable modem back (which she does not have due to the apparent fraudulent work order the tech input) and after numerous calls there is considerable concern the refund will not be properly processed and that the US Mail was used to send unauthorized bills which constitutes mail fraud.

Start guest blog post
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12/13/06
At this time, we had Comcast for cable TV, 2 lines of phone service and we had a 56K Internet service provider (much to our son’s dismay when he visited).

An uninvited Comcast sales rep, Mike, personally visits us late in the day, telling us that Comcast will not be able to support the technology that we are using for telephone services for much longer. He offers us unlimited phone @ $30 per month, high speed broadband internet @ $20 per month and leaving the existing Cable TV package unchanged. We signed a conditional contract accepting those services pending completed installation. Mike calls his office and sets up an installation for Dec 20th between noon and 4pm.

12/20/06
Service tech arrives in an unmarked vehicle at 3:15pm. He comes into our home with his clipboard and walks through the house looking at what we have both upstairs in the room where we keep the computer and in our basement to see what kind of box we have there. He checks our backyard and comes in saying that we have all old technology and that he doesn’t have what he needs to do the installation with him. He states that he will return first thing the following morning. My husband asked what time he’d arrive. Tech states that he leaves Palatine @ 7:00; my husband says we’ll expect you 7:30 to 7:40; the tech nods affirmatively and leaves. No equipment was brought into or installed in our home. No document was signed accepting any services or equipment.

12/21/06
No tech arrives. We are nervous and start calling Comcast.
8:45AM - Call 866-594-1234 to find out what’s going on since no tech has arrived and was told that we’re on the schedule for 8am to noon.
12:15PM - Call the above # again and Scott told us that someone will check and get back to us within 2 hours. Given reference # 899206. And no one calls back.
2:35PM - Spoke to Christine at X6321 at the Schaumburg center who said that someone would check and get back to us within an hour. Given reference # 427066. And no one calls back.
3:40PM - Called again, spoke to someone named OJ who said that he’d write it up and have someone get back to us. No ticket # given. OJ was anxious to leave since his shift ended @ 4:00. And no one calls back.
3:50PM - Called Mike, the sales rep from 12/13/06, who was at home with his kids. He said he’d check and get back to us.
3:55PM - Mike calls back and says he has seen how many times we called and that he couldn’t do anything, but that he’d have his supervisor call us. We did not get a call back from Mike’s supervisor or anyone else at Comcast.

We took the innocent viewpoint that everyone had the holidays on their minds and decided to wait until after the holidays to pursue the issue again.

1/2/07
Called Mike, our sales rep and told him how things had gone and that we were extremely unhappy with the way we had been treated. He again deferred to his supervisor asking what day would be all right for installation. I suggested Jan 5th or Jan 9th as the install date and told him that I would not allow a third party installer into my home. He said we would get a call back and, again, no one calls back.

1/8/07
10:00AM - Decided that Comcast didn’t care about retaining a customer that they had for many years and called AT & T to set up installation of services for phone, internet and DISH network satellite television. Installation date was to be Jan 17th.
10:45AM - Patrick Ellisworth, Mike’s supervisor, called to say that installation would be on the next day. I told him that it would not, that his failure to call in a timelier manner resulted in my choosing a different provider.

1/12/07
I received a call from AT& T saying that they had contacted Comcast and that Comcast said that they couldn’t make the change until after the 23rd. It did not seem strange at the time, I now wonder if they did this to attempt to fraudulently get past the 30 day satisfaction refund warranty.

1/19/07
Received a bill in the mail from Comcast showing that I had digital voice and high speed internet. Since no high speed Internet had been installed this now becomes mail fraud.

Called 866-594-1234 to contest that I had the services shown on the billing.
Initially I spoke to Neesha in billing who said that she needed to verify that I didn’t have the services; transferred Pan in technical services who transferred me to Brad in retention, who transferred me to Drake in retention who put me on hold while he conferred with someone and then came back to tell me I needed to speak to someone in a different department. I believe that he put me back in the queue and then the call was disconnected. So, after spending almost one hour telling the truth I was till being told that, no, I had the installation and had the services as well as their modem.

1/22/07
Called 866-594-1234 asking for a supervisor and got Sonia X6077 of the
Schaumburg, IL office. She stated that there was no problem since there is a 30-day satisfaction guarantee. She claims that a credit would be issued in the amount of $75.38, I told her that they needed to get after the tech that marked our install order as completed since he had probably entered a serial # to “verify” the completion. He either had it or sold it.

1/26/07
Called Comcast to cancel the second phone line; the primary line was handled by AT&T on the 24th. Internet is up and running so we are no longer using the second line which we had used exclusively as our internet line. They still think we have their service and modem. I’m tired of being called a liar by them

So, Comcast still asserts that we owe for services not received and Comcast believes that they completed the install and that I have a modem that they supplied.

My requests of Comcast:
- Refund of all high speed internet charges for services not received.
- A letter verifying voidance of the contract (requested on 1/12/2007) and refund for all services (phone & cable) provided past the date AT&T requested transfer.
- Compensation for the numerous missed visits and a formal apology.
- Issuance of the refund check that my son David is owed when he changed to RCN earlier after hearing about our recent Comcast experience and other service problems.

End Guest Blog post
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For me this is a frustrating example of a poor customer experience that is driven by management desire to cut costs by using contractors. This often does not take into cost of lack of execution, lack of process accountability and customer dissatisfaction.

Selling via a house visit to upsell due to a technology change is an aggressive tactic, was the fact this occurred so close to year end meaningful and an attempt to “cook books”?

It’s my second run in with the modem issue. When Comcast bought AT&T’s cable system, I owned my own modem. After moving to a non-Comcast area, it took over a year and calls from a collection agency to fix the error.

Why does Comcast outsource things with a poorly defined process that leads to a bad customer experience?

What if Wikipedia Added Noindex tags?

The Wikipedia controversy keeps raging. David Ogletree has an thought provoking post calling for Google to remove Wikipedia from it’s index.

It might be interesting to think about it from the other direction. What if Wikipedia added noindex tags? With the amount of traffic it gets now, does Wikipedia need to be indexed in Google to survive? Does Google need it more as an index the way it uses DMOZ? If Wikipedia added noindex and Google ignored it, would that be evil?

So many interesting and controversial things to be worked out in the next few years. I wonder what Matt Cutts is thinking on this issue.

Cisco’s iPhone Trademark Post

If what they are saying is true, that this was not about money but an attempt to parter, Apple’s actions are surprising. Why would you launch a product publicly without having an issue like this resolved?

It will be interesting to see how this plays out. Props to Cisco for posting about this in non-lawyer speak.

Banana Republic

I recently had an issue with an experience with Banana Republic (a division of the Gap). While they were nice enough to send me a gift card for my inconvenience, I was surprised that the letter sent with it wasn’t personalized describing the measures they would be taking to prevent it from occurring with another Banana Republic customer in the future.

keep looking »