Companies and individuals alike should be monitoring what is being said about them on the internet and social media. One of the tools that is available for personal use and that can be adapted for small business use is from Google and it is called ‘Me on the Web’. Google provides guidance on how to manage your identity including how to remove personal data from the web and how to remove a page from Google’s search results.

Google is discontinuing Sidewiki. an annotation service that appears next to your website with comments from users. When Google Sidewiki was first announced in September 2009, it was intended as a way for Google users to share good and bad experiences with a company on the same page as the company’s website. This led to a backlash from organizations. Some web owners were upset that they no longer owned all the space on the browser when a customer accesses their webpages and two other major issues. Will Sidewiki be missed?

Product Requirements gathering by Google

Thursday, September 15th, 2011

One of the key ways to keep customers satisfied is to meet their expectations for improvements to your products and services. Some companies do focus groups, or gather data about what their competitors are doing and industry trends, and then decide what products, or improved features in a product or service should be developed. One of the best practices is to gather product requirements from your customers. Google is doing just that with their Google Places for business offering. There have opened the opportunity for their community to ask questions and provide ideas. They make no commitments but it is interesting to see how a large powerful organization like Google is using a customer satisfaction best practice as it develops its new products.

Google+ is a new social media initiative started by Google and somewhat in competition with Facebook. While Google+ isn’t rolled out everywhere, due to its popularity, there are some studies of the new features assessments of how they could be used or impact Customer Service. Specific features such as Circles, Hangouts, Instant upload, and Huddle, are explained. Customer Service organizations will need to learn about the new features and how they might impact them or be used productively.

Google has just added a new tool for it’s Google users called ‘Me on the Web’ to help with personal reputation and identity management. Google has recognized that people don’t always want to be identified when they post things on the web or search for things on the web, as they may be in physical danger, looking for help, or have a condition they don’t want people to know about or are unsure of who the readers are. They have created 3 different identity options: unidentified, pseudonymous and identified. Me on the Web makes it easier to monitor your identity on the web and provides easy access to resources describing ways to control what information is on the web. It also provides links to resources to manage your reputation and on how to control what third-party information is posted about you on the web. These include common tips like reaching out to the webmaster of a site to ask for the content to be taken down, or publishing additional information on your own to help make less relevant websites appear farther down in search results. Some of the tools in this post may also be useful to businesses who uncover unflattering posts about their organization or products on the web.

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