Archive for the ‘social networking’ Category

A Web Site is No Longer Enough

Friday, February 26th, 2010

The way in which we interact with technology has changed dramatically over the past few years. The era of light computing has begun, and social media is big enough that the average person can shape perceptions. A Web site is no longer the most meaningful way for us to interact to tell companies about their products or to use online services.

Smartphones are selling in droves, and people are using apps rather than visiting Web sites for everything from buying movie tickets to checking stocks. At any given time, it is likely that conversations about big businesses are happening on Facebook, Twitter and other social media, and those conversations can be initiated by anyone from anywhere.

This week, Apple announced that a 13 year old from Connecticut had downloaded the billionth iPhone app. Over 34 million iPhones have been sold to date, and sales of Android smartphones are surging.

What’s more, smartphones have become more affordable, as economies are scale are reached and competition heats up among platforms.

Developers are focusing on Android and the iPhone, which provide excellent tools for writing apps. Microsoft is reinvesting in Windows Mobile in a big way, Symbian has become open source, and an industry effort has begun to deliver standardized Web apps that work across platforms.

The momentum of smartphones has become irreversible, and so has the resulting change in consumer behavior. I use a Twitter app to tweet on my iPhone instead of logging into the Twitter Web site. If I’m in a rush, I’ll buy movie tickets with Fandango’s app– it’s a lot easier than zooming in to see the tiny buttons and fields on its Web site.

Web sites don’t cut it functionally, nor are they longer the best way for businesses to reach people on the Web. A mobile Web site is not the answer either, and here’s why –they limit imagination, and hence the potential to interact with customers.

One of the top selling iPhone apps is “I Am T-Pain.” T-Pain is a musician who is famous for using the auto-tune to distort his voice. The app lets people sing into their iPhones so that their voice sounds like his. A Web site gives T-Pain a presence on the Internet, but it couldn’t offer T-Pain the same recognition that his app provides.

It is also shortsighted for businesses to assume that a Web site will offer a clear picture of customers’ desires, or that the world’s greatest experts on your products are working for it. Sometimes we know better as consumers. Businesses can’t and should not prevent it from happening, but they can join the dialog.

Social CRM is an emerging discipline that recognizes that the traditional two-way channel of communication between business and customer should include interactions among customers themselves. Numerous start ups including Bantam Live and established vendors such as Salesforce offer solutions to make that possible.

Good luck having that same interaction on a company’s Web site. It likely won’t happen in corporate-run forums. Companies including Comcast recognize this, and have begun to address customers through Twitter. We can only hope that they are really listening.

How people access information is changing. It’s time for businesses to think big while thinking small to provide us with the best possible service.


A Better Technologizer Presence on Facebook

Wednesday, February 24th, 2010

If you’ve ever hung out with me at Twitter (where I’m harrymccracken), you know that it’s a kind of extension of Technologizer–an ongoing conversation among 16,000 people that’s mostly about tech-related matters. And if you ever joined Technologizer’s Facebook Group, you may have noticed that it’s…kind of quiet. Very quiet, in fact. Aside from the occasional note from me or another member, there hasn’t been much going on there.

Which is why we’re retiring the Technologizer group on Facebook and launching something much better: a Facebook page at http://facebook.com/technologizer. (I don’t completely understand why Facebook maintains a distinction between groups and pages, but pages are much more flexible and powerful.) Our page will be a central clearinghouse for Technologizer-related stuff: It’ll have links to every story here, plus all of my tweets, and you can comment on them or share them right there if you feel like it, or post a new question or idea on our wall. It’s also got some photos from our live events, plus discussion boards. Basically, it’s the sort of presence  we always wanted but couldn’t implement in the group, and we plan to add more features as time goes on.

Three hundred folks have already joined the page during our quiet beta period. I hope you’ll join them by visiting us on Facebook and clicking the Become a Fan button. See you there…

Coming Soon: Ads on Twitter?

Tuesday, February 23rd, 2010

Looks like Twitter may get ads soon, and may talk about it at next month’s South by Southwest conference.

The Buzz on Google Buzz

Sunday, February 21st, 2010

(Here’s another column I wrote for FoxNews.com. This one attempts to explain Google Buzz’s pros and cons to non-geeks.)

From Facebook to MySpace to Twitter to LinkedIn and beyond, the Web circa early 2010 is a surging sea of social networks. The last thing it needs is yet another one to discover, join, and use. Especially since any social network is only interesting if the people you care about are also active members.

But what if someone took the Internet’s original social network — the pals, family members, coworkers and acquaintances in your e-mail address book — and turned it into a Twitterlike way to quickly share your whereabouts, thoughts, links, photos, and more, either publicly or privately?

Enter Google Buzz, which the Web behemoth rolled out last week. Rather than starting out as an all-new service, Buzz is debuting as a feature inside Gmail, making it instantly available to tens of millions of people. Gmail users get a link right under their inbox, letting them post to Buzz and peruse others’ activity right from within Gmail’s familiar environs. Interacting with people you’re already in touch with via e-mail is especially easy.

It’s a powerful idea. In fact, as Google discovered when Buzz came under instant attack as a threat to Gmail users’ privacy, it might be too powerful.

What’s good about Buzz is downright terrific. Unlike Twitter, it imposes no 140-character limit to get in the way of expressing yourself. Like Facebook’s Wall, if you paste a link to another Web site into a post, Buzz adds a summary to your post, complete with images. The photo-sharing feature, which works with images you upload directly into Buzz as well as Flickr and Picasa albums, is stupendously slick and simple. And you can make any post public or restrict it to a group of people you specify — “Family Members,” say, or “College Buddies.”
Buzz is also available on wireless phones: Apple’s iPhone and models that uses Google’s Android software at first, with more to come. This mobile version, which resembles services such as Foursquare and Gowalla, uses your phone’s GPS and Google Maps’ mammoth database of local businesses to figure out where you are. That makes it a snap to share opinions about restaurants, stores, and other establishments.

Here’s where things got controversial. Google thought it would do new Buzz users a favor by helping them find other Buzz users to follow, so the service would be instantly useful. It did so by automatically making newbies followers of the people they contacted most via Gmail and the Google Talk chat service.

Handy, right? Sure — but in Buzz, your list of followers is public unless you choose to conceal it, or don’t create a public Google Profile at all. That wasn’t entirely clear. And Google didn’t anticipate that some people might be sensitive about a list of their closest Gmail confidantes being openly available. The most striking real-world example: One blogger with an abusive ex-husband realized that her former spouse could use Buzz to identify who she was in contact with.

In many cases, however, having information about your Gmail activity become public was no big whoop. My only gripe about the initial list that Buzz created for me was that it wasn’t very relevant: It consisted mostly of business contacts who I had no particular desire to keep tabs on. Oh, and my mom. If she so much as touches Buzz, I’ll eat my keyboard.

The alarm over Buzz’s autofollowing feature seemed to take Google by surprise. (It had tested the new service mostly by using it internally, not by letting a small group of Gmail users try it out.) To its credit, the company moved swiftly. Two days after it unveiled Buzz, it tweaked it to make it easier to hide the list of people you were following. It also permitted users to block any person from following their activity on Buzz.

When that didn’t calm everyone down, Google went further by terminating the autofollowing process altogether. Instead, it now suggests people from your Gmail contact list: You can follow all of them, none of them, or pick and choose. The company also patched up some other potential privacy leaks, such as Buzz’s auto-publishing of users’ Picasa and Google Reader activity. (It had only been publishing items that were themselves public, but it turned out that some folks didn’t like Buzz connecting the dots between multiple Google Services.)

Even without any security leaks, Buzz feels like a rough draft. When an old post gets new comments, it rises to the top of your list — which sounds logical, but leaves you reading popular posts over and over. It uses a yellow stripe to highlight new comments, but it’s so subtle that it’s easy to miss. The service also puts Buzz discussions it thinks you’ll want to read directly in your Gmail inbox, but gives them cryptic subject lines. Bottom line: It’s often tougher to find interesting stuff than it should be.

And although you can tell Buzz to automatically grab and republish your 140-character Twitter tidbits, it does so at an amazingly sluggish pace. One item I posted on Twitter took nine hours to make its way over.

Like I say, though, there’s much that’s already nifty about Buzz. I hope that its bumpy start doesn’t permanently damage its reputation, and that Google continues to refine it at the same rapid clip it’s established so far. I’m having fun Buzzing at www.google.com/profiles/harrymccracken — stop by and say hi if you’re so inclined.

Outlook Gets LinkedIn (and I Get Frustrated)

Thursday, February 18th, 2010

Last November, Microsoft announced an add-on for Outlook called the Social Connector. At first, it only worked with new social networking features in the company’s SharePoint 2010 intranet platform. On Tuesday, it got interesting even for Outlook users who aren’t on SharePoint, as Microsoft and LinkedIn announced LinkedIn for Outlook, which uses the Social Connector to weave together the Outlook and LinkedIn experiences. (Microsoft says that similar features for Facebook and MySpace are on their way.)

LinkedIn for Outlook brings everyone you’re connected to on LinkedIn into Outlook in the form of a contact list that auto-updates itself as folks change their information on LinkedIn. Outlook’s new People Pane lets you view info about people (and their LinkedIn photo) as you view e-mail from them. It’s all very handy, and it instantly increases the value of LinkedIn (a service I’ve belonged to for years without benefitting much). It’s especially nifty when you don’t know a LinkedIn contact very well and could use a refresher on just who he or she is.

LinkedIn for Outlook and the whole idea of bringing social-network contacts into Outlook are promising, but getting the beta version to work is weirdly and needlessly complex. Some people who installed it–such as my friend Sam Diaz–found that Outlook crashed after installing LinkedIn. By the time I tried this evening, Microsoft had updated its blog post, explaining that users of the beta version of Outlook 2010 needed to uninstall the version of the Social Connector that came with the Office 2010 beta and install a new update before installing LinkedIn.  (The Social Connector and LinkedIn also work in Office 2003 and Office 2007.)

The download page at LinkedIn’s site still doesn’t mention this gotcha. In fact, it seems to say that Office 2010 users don’t need the Social Connector at all. And both the LinkedIn download page and the installation program are vague about exactly how to use LinkedIn once it’s installed within Outlook. A quick tutorial would help a lot.

Come to think of it, I’m foggy on why Outlook users need to worry about a separate piece of software called the Social Connector at all, and why the LinkedIn functionality can’t be added from within Outlook itself. Of course, Outlook, the Social Connector, and LinkedIn for Outlook are all still in beta. Maybe by the time Office 2010 ships this summer, all of this will be a lot closer to seamless.

Google Responds to Buzz Privacy Issues. Again

Sunday, February 14th, 2010

Google has taken another pass at addressing privacy concerns over its new Buzz service. The big change involves the autofollowing feature that made lists of Buzz users’ most-contacted e-mail acquaintances public: The following is no longer quite so automated. Instead, Google will show new Buzz users a suggested list of people to follow, allowing users to follow all of them, some of them, or none of them.

I haven’t seen the revised Buzz startup process in action yet, but judging from the above screenshot, I’m not sure that Google’s done everything in its power to ensure that nobody will be startled by the contents of their public list of followers. Google still seems to pre-select people to follow rather than making you check them off yourself one by one. And it doesn’t explain on this screen that the list of people you follow will be public unless you suppress it.

Still, this is close to the solution I suggested in a post yesterday: Making the whole follow-your-friends process optional. The company says it’s also ending Buzz’s initial practice of automatically linking to activities in users’ Google Reader and Picasa accounts; from now on, you’ll have to turn on these options. And it’s adding a Buzz tab to Gmail’s settings to make it easier to tweak Buzz-related options.

It’s good to see Google prove so willing to perform major surgery to a new service so quickly. I’m not sure if this will quell all reasonable concerns about Buzz, but I hope so: The service is both promising and full of other quirks which I’d love to see Google get to work addressing.

Gmail Controversies: 2010 Isn’t 2004 All Over Again

Friday, February 12th, 2010

“On the surface, it sounds like a wow idea…Truth be told, however, this is the kind of technology advance that gives me the creeps…That’s why the big thinkers at Google should go back to the drawing board and correct a big mistake, before it’s too late.”–Charles Cooper, Cnet

“I think this whole thing could be an electronic noose…The more defined you are, the more definable you are, the more you’re exposed [to possible security problems].”–analyst Roger Kay as quoted in a Washington Post article

“The interplay between the creation of an inalienable right to privacy and the application of this right to the private sector is important. It requires Google to obtain the affirmative consent of individuals before violating their privacy.”–an open letter to the California Attorney General signed by privacy advocates

What do the above three comments have in common? Nope, it’s not that they’re expressing angst over Google Buzz’s privacy issues. They all date from almost six years ago, when Gmail was brand new and plenty of intelligent people were freaked out over the idea of an e-mail service scanning messages for keywords and displaying relevant advertising. As far as I can remember, it was the biggest privacy-related furor Google had encountered until this week.

Today, I don’t know of anybody who’s terrified of Gmail. (Okay, there are probably people who still don’t like the idea, but–this may shock you–they probably solved the problem by deciding not to become Gmail users.)

In retrospect, the original Gmail kerfuffle seems silly, and Google’s response back in 2004–which was to pretty much hunker down and deploy the service without changes–feels like the right one. The company was doing something new and inventive, and it took the world a while to get its head around it.

So can Google draw any lessons from the Mother of All Gmail-Related Controversies as it figures out what to do about Buzz? Yes, but I worry that it might draw the wrong ones. The concern over Gmail and the concern over Buzz’s conversion of e-mail contacts into public lists of who Buzz users are following don’t have much in common with each other. With Buzz, the hubbub has nothing to do with fear of the unknown. It’s just that lots of people consider information about who they converse with via e-mail to be a private matter, and that a company that has access to that info should treat it gingerly.

I think that Google can make some fairly minor (additional) changes to Buzz that would instantly satisfy almost everybody. And I hope it does, rather than trying to ride this out. Because the people who are upset now are fundamentally different from the 2004 alarmists in one important way: They have a good point.

The Promising, Confusing World of Google Buzz

Friday, February 12th, 2010

It’s now been 72 hours since Google launched its Google Buzz social-sharing service and started rolling it out to Gmail users. Much of the coverage so far has been grumpy–especially when it comes to the fact that the initial list of people you autofollow on Buzz is based on who you talk with most often in Gmail, and that list is public unless you choose to make it private.

To its credit, Google has responded swiftly to complaints: It’s already tweaked Buzz to make it more obvious what information the service is making public, and to help you crank up the privacy settings.

(Side note: I kinda wish that Google’s blog post hadn’t talked about users who “thought their contacts were being made public without their knowledge (in particular the lists of people they follow, and the people following them).”If Google is making this information public, I don’t see how users can think it’s being done “without your knowledge.” If you think you don’t know something, then…you don’t. I think Google meant something along the lines of “thought their contacts were being made public without any disclosure…”)

Google’s explanation of the post-release changes points out that millions of people are now using Buzz…and maybe that’s part of the issue. Rather than let a sizable pool of testers outside of Google try the service out before opening up the floodgates, it’s gone straight to a full-blown launch. Sounds like the company didn’t expect some of the confusion that’s happening.

Me, I’m finding much to like in Buzz. For instance, it has one of the nicest photo-album viewers I’ve ever seen anywhere:

I’m not going to dump Twitter and Facebook anytime soon, but Buzz is full of potential and I can see it becoming the third major service of this sort. Given Google’s spotty history with social stuff, that’s impressive in itself.

But multiple aspects of Buzz in its current form are frustrating. And quite frequently, the service leaves me just plain confused.

Consider the following points:

* If you’re on a PC or Mac, Buzz is a feature within Gmail and therefore requires that you be a Gmail user to use all its features. But if you’re on a mobile phone, it’s a separate service, not a Gmail feature. Odd! (I assume the chances are 100% that Google will introduce a completely de-Gmailed version, maybe very soon.)

* Even in a desktop browser, the Google Public Profiles that are part of the privacy concerns over Buzz don’t live in Buzz. I understand why, since the Profiles provide personal info that goes beyond Buzz-specific stuff. But it’s still confusing and ungainly–if you’re in Buzz and want to figure out who somebody is, you’ll probably have to click out of Buzz and into his or her Profile…and then back into Buzz.

* I stared at the yellow strip alongside the left-hand side of Buzz posts for 24 hours before I figured out what it was trying to tell me. It’s saying that the posts to its right are new since the last time I checked Buzz. I think.


* I’m really confused by Buzz’s Buzz-in-your-Gmail-inbox feature. When someone comments on one of my posts, I get a thread in my inbox, but it starts with a message that looks like it’s coming from me, listing my own post–the one I’m well aware is there, since I posted it. It’s especially unhelpful when I’m looking at the message in my iPhone’s inbox, since the subject line is the pointless “Buzz from Harry McCracken,” and I have to open the message to see if I care–otherwise, I can’t even tell which post someone has commented on. (In Gmail itself, I at least see a snippet of the post and the names of commenters.

* When I heard that I could pump my Twitter feed into Buzz, I got excited. But it takes hours for Tweets to arrive in Buzz, and Buzz clumps them together so you can’t see all of them without an extra click. I’d much rather that Buzz treated an incoming Tweet exactly the same as it did an item posted in Buzz.

I want to like Buzz. There are numerous things about it that I do like. But it’ll be far easier to like if Google does some serious streamlining of the user interface. Let’s hope that it gets simpler before it gets more complicated. (Google is already talking about all the features it wants to add to the service–an API, Wave integration, etc., etc….)

We’re All Google Buzz Virgins Right Now

Tuesday, February 9th, 2010

What’s the most common first tweet that Twitter newbies make? That’s easy: “Trying out Twitter” and variants thereof. Nearly everybody who joins the service starts out in a mode that’s experimental, confused, and–for the rest of us–tedious. Which is okay, because on any given day, only a small percentage of tweets come from beginners.

Google Buzz, however, is different. Google could have launched it as a closed beta a la Google Wave or Google Voice, Instead, it skipped tryouts and went straight to Broadway, by opening the service up to every Gmail user over the next few few days. To a degree that’s really unusual in the history of the Web, Buzz will be chockablock with millions of confused newcomers all at once. Expect “trying out Buzz” and similar sentiments to be the primary form of Buzzing at first.

I still have access to Buzz only on my iPhone, not via Gmail. I’m only following a few people, and the majority of them haven’t buzzed at all yet. So almost all the buzzes I’ve read so far have been on the Web version’s “Nearby” tab, which simply uses your coordinates to show you updates from people in your general vicinity. A few of them are saying things that are at least vaguely interesting–or, at least, are alerting us to their eating activities. But yup, buzzing at the moment seems to mostly be about Buzz.

(Side note: Yes, that’s my iPhone–most people aren’t aware that the “S” in iPhone 3GS stands for “Short.” I special-ordered an iPhone 3GL…)

Wonder how long it’ll be until enough Buzz users have the knack of the thing that reading it can be as enjoyable a way to waste spend time as perusing Twitter?

Ten Questions About Google Buzz

Tuesday, February 9th, 2010

I’m through with declaring any tech product or service to be a “killer” of any other tech product or service. But I will say this: If Twitter is found dead anytime in the next couple of years, someone’s going to need to hide Google Buzz, which debuted this morning, from the police.

Buzz seems to have most all the features that Twitter is missing, and Google is clearly going to take advantage of all the benefits of being Google to make it popular–most notably the inboxes of unspecified millions of Gmail users who’ll get Buzz as a service-within-the-service. My impression is that Google really, really wants this to be the dominant service in the still-evolving category of “that thing that Twitter does that doesn’t have a good name yet.”

I’m still figuring out Buzz’s implications, and so far I’ve been able to try it out only briefly, and only on my iPhone. (Google is rolling out Buzz to Gmail users over the next few days, and I’m not one of the very first people to get in.) In a moment, a few of the questions that are popping into my head about the service–but first, here’s Google’s blog post about Buzz, and a little movie it made about Buzz:

1. Will more features matter this time? As lots of folks are pointing out, Buzz bears a striking resemblance to FriendFeed, a service that was widely hailed as a potential Twitter killer until Facebook bought it and more or less put it into suspended animation last August. Like FriendFeed, Buzz has none of Twitter’s innumerable limitations and irritations. But being more powerful than Twitter hasn’t helped any site compete with Twitter to date. (Exception: Facebook, which feels more and more like PowerTwitter these days–but which had the advantage of being far larger than Twitter in the first place.)

I don’t think being more powerful than Twitter is enough in itself to give Buzz an edge. (Then again, I think of Twitter’s 140-character limit as a pro, not a con.) But more features+e-mail integration gives Buzz a distinct identity. And Google will be able to plug away with the service forever if it feels like it, unlike FriendFeed or almost any other previous Twitter competitor.

2. How big is the potential market for Buzz? In theory, at least as big as the total number of Gmail users, I guess. But we know that there are plenty of perfectly sensible people who are aware of Twitter but can’t understand why anyone would use it. Will they be more open-minded about Buzz? It’s also obvious that plugging a new Google service into Gmail isn’t a guaranteed road to sucess–if it were, Google Talk have a far higher profile than it did.

3. Will “PageRank for Buzz” work? The single worst thing about Twitter isn’t the Failwhale, or spam, or people announcing that they’ve just eaten a poached egg. It’s that Twitter does so very little to help me find interesting people, updates, and links. Actually, it’s never done much of anything in that regard other than suggest that I follow a bunch of famous people.

4. What will the ads be like? Twitter’s ongoing disinterest in putting traditional ads next to tweets means that we don’t completely understand the implications of sophisticated ad targeting of status messages. If you mention bocce will Buzz give you ads for bocce balls? Will that annoy and/or creep anyone out any more than people are annoyed and/or creeped out by Gmail’s ads?

Google, which is really good at using computers to identify relevance and quality, is at least going to try to apply such techniques to Buzz.  If it works, Twitter runs the risk of becoming AltaVista–a service that was widely beloved until Google came along and proved that AltaVista’s results were a largely undifferentiated pile of links.

5. What does Buzz mean for Facebook? I’m still not clear on whether Buzz is going to feel like a loosely-knit, somewhat impersonal network of friends, acquaintances, celebs, and people I’ve forgotten I’m following (like Twitter) or a true replication of my social world online (like Facebook). I’m not even sure if Google knows–maybe it’ll sit back and let Buzz users decide.

If Buzz does end up feeling like a truly personal social network it’ll be Google’s second major pass at social networking after the popular-in-Brazil Orkut. And it’ll be the competition with Facebook that”ll be more interesting than the one with Twitter.

6. What does Buzz mean for Google Wave? On the surface, it’s aimed at consumers and Wave is meant for business users. No major conflict, right? Um, not: Google stressed today that it thinks Buzz is great for the workplace, too, and therefore intends to launch a corporate version at some point. There are any number of ways in which Buzz and Wave are different, but the situation reminds me a little of Google’s simultaneous development of Android and Chrome OS. Clearly, Google isn’t a company that’s afraid of competing with itself or coming at a big challenge from two different directions.

7. What does Buzz mean for Foursquare? It features a checking-in feature that’s decidedly similar to the trendy local-doings service. I’m not going to check in to both Buzz and Foursquare, but if there were a way to push Buzz to Foursquare or vice versa, I’d consider it.

(Side note: I’ve tried Buzz’s check-in feature, which tries to determine the business or other location you’re at automatically, twice so far. The first time it didn’t figure out I was at Google; the second time it guessed that I was at the Computer History Museum rather than the nearby Starbucks where I am right now.)

8. How fully-baked is Buzz? I can’t judge that until I’ve used it in Gmail. So far, though, it’s slick in some ways: The iPhone/Android version is, like Gmail, one of the most applike browser-based services I’ve ever seen. But it’s oddly slapdash in others: buzz.google.com invites me to go to Gmail to try Buzz even though it’s not enabled there yet, and when I try to post a Buzz on my iPhone it fails every time. And for all the things Buzz does, it’s launching without numerous obvious features, such as the ability to send Buzz updates to Twitter.

9. How patient will Google be with it? There are two kinds of Google products: The ones that get so much TLC that they improve at a dizzying rate (Gmail, Google Chrome) and the ones that either die or fester (Google Groups, Google Lively, Froogle/Google Product Search, Google Groups).  Buzz will be an example of the first type of Google product. Won’t it?

10. What does Yahoo think about the name? It’s already got a service with the same moniker. Then again, Yahoo’s Buzz is a shameless knockoff of Digg, so Yahoo might want to be careful about accusing anyone of copying anyone else.

More thoughts once I’m fully into the service. I’d love to hear yours, especially if you’re already buzzing and being buzzed…