Internet Tips

Search for Newbies... Ask Questions That Matter

Getting the most of the Web starts with searching.

 

It's all about asking the right questions. What questions are you asking?

 

 

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Is Twitter Just a Back Channel or a Primary Customer Service Tool?

The Practical Travel section over on the New York Times web site has an interesting article today titled Twitter to the Rescue. The author talks about the impact of Twitter on customer service in the travel industry -- with several examples, of course -- then wonders if responding to Twitter mentions really improves customer service:

Whether or not the special treatment will continue as Twitter becomes more popular is another thing. Mr. Johnston of JetBlue said he didn’t want its Twitter account to become a “back channel” for passengers to “sneak around” customer service. Rather, he views JetBlue’s Twitter profile as an “information booth” to point customers in the right direction.

Whoa there! Why think of Twitter as a back channel, a way around official procedures? Why not think of Twitter as a primary communications tool?  The companies who are using Twitter full-face, straight-on are those who will get the most out of it. They know that it's a way to leverage one-on-one communication into effective marketing.

If you are nervous about using Twitter as part of your business plan, consider why. Worried about complaints becoming too public? Then work on filling holes in your customer service. Worried about losing control? Remember that people are going to talk about you anyway. Be involved. Respond carefully. And most of all -- listen!

The Times article also has great tips for consumers:

  • To get noticed, start with "@" and company's name.
  • Build a following for impact.
  • Be specific about your grievance.
  • Be polite.

Big thumbs up on the last one!

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Twitter for Newbies

I love Twitter. In fact, I have two personal twitter accounts ... anneeasterling and WDWtips ...  and I tweet for my job at internet_safety.

But Twitter takes some getting used to. What is Twitter exactly? Check out this video Twitter in Plain English from the really smart folks at Common Craft:

So how do you get started? Start by creating an account. Go to the Twitter sign up page. Then fill it out:

  1. Enter your real name.
  2. Pick a username ... it might be your real name or something that reflects your personality or interests. It's possible to change it later, but you'll lose all your followers, so pick wisely.
  3. Pick a password. (Be sure to write down your username and password.)
  4. Enter your real email address.
  5. Prove that you're a real person by filling in the letters or numbers from the image.
  6. And click "Create my account."

Next you'll see a page where you can find people you already know. Twitter can check your Gmail, Hotmail, Yahoo, AOL or Hotmail accounts to see if any email addresses match existing Twitter accounts. If you let Twitter see your email contacts, you'll then have the option of following those who have Twitter accounts. If you prefer, just skip this step (look for the "Skip this step" link at the bottom of the page).

On the next page (it's the last one, I promise), you'll see a list of popular Twitterers. If you want to follow them, you don't need to do anything. If you don't uncheck the ones you want to skip. Then... click FINISH and you're officially "on Twitter."

Notice the page that you're on... create a bookmark so you can come return easily. Enter your first twitter update... Try to be more creative than just saying "Wow, I can't believe I'm really on Twitter."

The next time you login, enter your username and password. If you check "Remember me," you'll be automatically logged in the next time you go to Twitter. That makes it easier to follow people quickly when you click on a "follow me" link anywhere on the web.

There are many, many other things you could learn about Twitter. I'm stopping here to keep things simple for newbies. Got a specific question? Leave a comment, and I'll make that my next Twitter topic.

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Baby Boomers and Technology: Why We Lag Behind Gen Y-ers

So what is it with the Baby Boomers and technology? I mean, I was among the first generation to use computers to compose stories and layout publications. Computers saved time and were so much easier to use than paper, typewriters, carbon paper and correction tape. Working on main frame workstations, then the first desktops that took 15 minutes to load the operating system and programs from diskettes was a bit tedious at times, but I never wanted to go back to clunky typewriters and hand-drawn layout sheets.

I figured that everyone in my generation embraced the new technology with the same eager excitement. Boy, was I wrong. Looking around today, I am amazed that many of my Baby Boomer family members and friends are still reluctant technology users. To use pop slang: #boomerfail.

I decided to do some research and find out if the phenomenon exists outside my little world. Guess what? It does. (It's probably something you already knew ... and that's why you're here.) So I decided to refocus my blog on making some of the new technology ... especially the Internet and web-based communication tools like social networks ... more easily understood by my generation.

What keeps nagging at me is this: Why are Boomers reluctant to dive into the technology world? The researchers at Deloitte, an international management consulting firm, might have one answer. Last fall, they published a paper titled Gen Y-ers, Baby Boomers & Technology: Worlds Apart?

It’s a common perception that older workers don’t understand new communication technologies such as e-mail, instant messaging and intranet. The conventional wisdom is that these workers simply are too rooted in traditional technologies to adopt something new.

However, research findings indicate it is geography more than age that influences an employee’s technological preferences. Older workers in emerging nations are quicker to embrace technology communications than their counterparts in industrialized nations.

Now wait a second! Maybe the older workers in emerging nations aren't rooted in traditional technologies as much as we Americans are. The report doesn't address that. (It does have some good tips on using the communication tools that worker prefer, but that's another topic.)

Searching more, I found a study done by TV Land called the Joy of Tech. The thesis is that Boomers want technology to simplify their lives, especially entertainment. Hmmm, seems like a lot of the new web-based technologies are anything but simple. Here's a typical social network: Create your account, verify your account, change the default password, set up your profile, find your friends, set up mobile devices, find groups, join groups.

So perhaps, the complexity of much of the new technology is the stumbling block.

Armed with this insight, a recent study by Forrester Research (summarized quite well by ReadWriteWeb) makes much more sense to me. Sarah Perez at ReadWriteWeb summarizes it this way:

A new report from Forrester Research revealed some surprising information: apparently Baby Boomers aren't exactly the technology Luddites that people think they are. In fact, more than 60 percent of those in this generational group actively consume socially created content like blogs, videos, podcasts, and forums. What's more, the percentage of those participating is on the rise. ...

The best bets for getting Boomers interested in your content is to create blogs or videos that relate to the life or work-style of Boomers, Forrester suggests. And if you're looking for feedback and contributions from the Boomers themselves - like comments or criticisms - make that process dead simple. Don't introduce overly complex sign up forms or processes. Instead, encourage low-effort contributions such as star ratings.

So that's when I had a clear vision of what The Tech World According to Anne could be... a place where Boomers can get simplified introductions, help and hand-holding on getting the most from the Web 2.0 world. You might not need or use everything here. That's okay. Our mission is to make all those buzz words bouncing around today ... like Twitter and Facebook and blogging and more ... easy and accessible.

I have lots of tweaking to do to make the site more aligned with my vision. Looks like my helping you is going to help me too!

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Two enhanced features on Google Search

Call me a Pollyanna, but I believe that Google's concern about providing the best search has our best interest at heart. Some folks think that changes in Google's search algorithms are just to keep Internet marketers on their toes... well, that may be a result, which isn't necessarily a bad (or even good) thing. The goal is to make search results more relevant to us, their humble readers.

Two changes in Google's search engine and search results page went into action this week.

First... word associations. Ever get stuck trying to find the best words to use in search phrase? Did you ever notice that Google offers alternate search terms at the bottom of the search results page? Google says that they've enhanced their related terms and alternatives to give you even better suggestions, just in case you haven't found what you're looking for.

Second ... longer snippets. If you type in a search phrase that's longer than three words, Google will return a longer description to help you evaluate that result more easily. In theory, they are providing three (maybe four) lines instead of two. In all of the tests I did, all of the search results were only two lines so apparently this feature isn't either (1) what I expected or (2) being fully implemented yet. I'll keep watching to see if this improves in upcoming weeks.

For all the talk, it doesn't seem like a big difference to me ... yet. I'd love to hear what you think.

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Why the 3-Minute Retreat from Loyola Press Works

Screen shot: 3-Minute Retreat from Loyola Press.(The subtitle is "And how it could work a little bit better." More on that later.)

I'm a Catholic convert, which means that while I grew up in a Christian family, I didn't come to the Catholic faith until I was an adult. And it means that I never really learned the disciple of prayer. I'm on a constant search for tools to help me in my prayer life.

A few months ago, I found the Loyola Press web site and their 3-Minute Retreat. The 3-Minute Retreat is an online flash presentation that begins with calming your mind, then presents a scripture reading and reflection. It ends with words for a prayer and a suggestion to add your own refection or intentions. Peaceful music plays in the background. Read more >

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Facebook Today (or How I Overcame Social Networking Phobia)

Screen shot of Anne's facebook home page.First, a little background: I've always considered myself forward thinking. Way back in high school, I was the first girl to take mechanical drawing. (It was the only "art" related class at our school. Yes, it was that long ago.) We bought our first desktop computer before desktop computers were common on office desktops. My husband tinkers with all kinds of gadgets and built and rebuilt so many electronic things (including computers) around the house that I've lost track. I used the first generation of MS FrontPage, and my first web page dates back almost 15 years.

But I just couldn't get into social networking. Read more >

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Web Catholic Blog Site of the Year

Screen shot: Christ Light of the World Parish.The folks over at Web Catholic Blog recently announced their pick for the 2007 web site of the year. Here's what they said about their criteria: Read more >

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Relevancy, Search Engines and Human Visitors

It has been a while since I posted on this blog... But that doesn't mean I haven't been writing up a storm in the last two months! In fact, I've been writing more regularly than I have in quite a few years. The reason: I was participating in a program taught by one of the most recognized Internet marketing teams on earth.

No, I have not fallen down into the world of spammers and black hats... although I have seen a few of them. I wanted to learn more about how some web developers are able to pull in hundreds, thousands, even millions of visitors using some very specific techniques. Read more >

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How to Stop Spam In Outlook

In the work that I do for clients, the question of spam comes up almost every week. It's actually a simple question: "What can I do to stop unwanted email?" I wish that I could install a program on the email server that would make the spam stop. We do use some filtering programs, but it's not enough. Read more >

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