We all know that the iPhone is tough to work on but is the iPad 2 a bit too hefty? Apple’s next generation iPhone and the rumored iPad mini will debut this fall, starting at a mystery event on September 12, according to blogger John Paczkowski.
Facebook’s new streamlined design seems to be tricking users into exposing personal data unintentionally.
First it was vision with Google Glass — could Google Hands be next? The search engine giant patented a smart glove design last week.
What’s the first thing successful CIOs do in the morning? If you think that you should check your email, you might be doing it wrong.
Is The Oatmeal’s Michael Inman the next technology wunderkind? He’s singlehandedly defeated the “world’s silliest tech lawsuit” and now Inman has raised a million dollars for a Nikola Tesla museum in New York. Let’s hope he continues to use his powers for good.
The world’s largest oil producer Saudi Aramco got nailed by a cyber-attack that is putting its 30,000 workstations at risk of being completely wiped. One would hope that such a large enterprise has a brilliant disaster plan in place.
Will law enforcement agencies use their new facial recognition technology to access newly available Facebook photos?]]>
As only 8,000 sets of the 2010 print edition of Encyclopaedia Britannica have been sold and another 4,000 are sitting in a warehouse, one has to wonder why the company took so long to devote itself to the Britannica online edition. Wikipedia, the free online encyclopedia, has been around for over a decade, has more than 16 million authors and is the sixth-most visited website in the world. Meanwhile, Britannica.com is ranked 6,509th most-visited website in the world. Ouch.
For more than 200 years, the Britannica was the trusted source for facts in the world. In the span of two decades, the world changed — and Britannica’s business model didn’t change fast enough. It may have gotten along with the $70 annual Britannica online edition in 1995, but once Wikipedia hit the scene as a free online encyclopedia, it was a wake-up call that the Britannica business model was being challenged.
While library lovers may moan for the loss of those beautiful gilded volumes on bookshelves, CIOs can take a reminder that innovation is not an option but a necessity. Obviously someone at Britannica had read the signs — the Britannica online edition was definitely a step in the right direction — but the corporate culture at Britannica is steeped in tradition. And every CIO knows — tradition can be the death by a million cuts.]]>
First, maybe I’m pessimistic, but I’m kind of shocked that Google hasn’t been combining its information about users all along. I mean, it’s 2012, right? Facebook basically knows enough about me to successfully predict what I’m going to wear tomorrow, yet we all grudgingly accept Zuckerberg’s evil empire and go on with our status updates. But Google makes one tweak with how its own products manage a user identity and everyone is up in arms? Face it, the war was over a long time ago when it comes to online identity. You want to be mad at a company, it’s not Google — not this time, anyway.
Of course, there’s the new Google Personal Search, which I’ll admit is a little disarming, but then again, I am somewhat surprised that there are still people who believe that the stuff you put on the Internet is somehow hidden from the world. This naïveté might have been appropriate in 1996, but at this point, how can people not understand how the Internet works?
Back in the day, the primary recourse a consumer had was reporting a business to the Better Business Bureau or writing a letter to the head of a company. And in the early days of the Internet, complaints on community blogs were pretty much ignored by businesses, or were ripe areas for a business to post its own accolades. In other words, they weren’t considered a real threat or boost to a business’ reputation.
These days, customer frustrations are broadcast across YouTube, MySpace, Facebook, blogs and Twitter. And, lo and behold, you now have an online reputation to deal with.
Take United Breaks Guitars, a Youtube video by Dave Carroll. Baggage handlers broke his band’s guitars, and he wrote a song about it when United didn’t respond to his complaints. The video went viral. United apologized and donated $3,000 to a charity, but it was too little, too late. Millions of people watched the video and many made complaints of their own against airline practices, in general.
But there are ways that businesses can make it all go away, or at least bury complaints.
Services like ReputationDefender, based in Redwood City, Calif., help businesses control what customers see when they search online. The service essentially crawls social networking sites and pushes down unfavorable information, so that more positive information appears higher up in search.
This is a snippet of how the service works, according to the company’s website:
After identifying existing positive and neutral content about you and pushing to the top of your search results, our professional writers and editors create new, personalized, truthful internet content that’s consistent with the image you want to promote.
You review the content and have final say on its substance and tone — it’s your reputation after all.
Along with your new content, you’ll have direct access to a personal portfolio of web rankings, trend reports and monthly profile progress statements — all of which will be monitored by a dedicated image agent available by phone or email to answer questions, offer advice or simply marvel at how damned good you look online.
Then there is a crop of customer feedback management vendors and social media analysis tools that are starting to develop features that crawl social networking sites for mentions of your company name, with the goal of redirecting the destiny of your online reputation.
When a mention is found, you receive an alert, and what you do with this information is up to you.
The mainstay customer feedback survey vendors (Vovici Corp., Confirmit Inc., MarketTools Inc., Medallia Inc., Mindshare and Allegiance Inc.) and text-mining applications like Attensity are a few years out when it comes to developing modules that gather information from social media networks, according to Gartner analyst Jim Davies.
The primary way many businesses are still dealing with their online reputation is by feeding online complaints to the help desk, or tweeting the customer back — as is the case at companies like Comcast.
Moving into 2011, I think online reputation management is going to become more of a priority, and tools and services will become more readily available to address it.
But social networking sites just might incent more businesses to address problems up front, to avoid being the punch line of some hilarious customer complaint videos.
And while videos may be a more entertaining format, don’t downplay the power of Twitter.]]>