Quick update: Google woes, cont… from Michael Arrington. Back to my original post —
Strike 1, Strike 2, and Corporate Blog Blues
After all the love…Gmail is starting to bug me with its incessant problems. Not a great way to start the New Year. Here are 8 reasons I switched from Yahoo! Mail to Gmail, and here is why it doesn’t seem like a great idea!?
And now another issue — Gmail bug exposes your mail account to spammers
Like your Gmail account? Consider it a sacred place which must be protected from spammers at all cost? Yeah, us too. Well, we hate to break the bad news at the dawn of the new year but there’s a weakness in Gmail which exposes your email address to any web site capable of exploiting the bug – Engadget
However, I was able to find a counter point to that at another great google blog (this is how their corporate blog should be), which says:
Google can fix this in many ways and will certainly fix it. Until then, it’s a good idea to sign out of Gmail when you’re not using it.
The bottomline is — don’t leave gmail signed on while browsing other sites!? That’s just great. Strike 2.
Corporate Blog blues:
My first reaction, as a user, would be to read the official Google blog about all these issues. Why? Because you want answers from the real source. From Google’s point-of-view, it’s a great way to:
1. Reassure users that either (a) this is an unwarranted concern, or (b) this is being effectively dealt with and will have a solution by a specific day. Particularly when they already have an official blog, it beats me as to why Google is unwilling to use it to effectively engage with the customer.
It’s like you’re in a relationship and are concerned your partner is cheating on you (I know — bad analogy, nevertheless bear with me). Your partner’s silence and increased chatter from your friends is going to make you feel nervous about the relationship. However, if your partner is the first to assuage your concerns AND take remedial measures, not only does he/she earn your confidence but also effectively nullifies all the chatter.
2. Converse & truthfully engage with your users by allowing comments on your blog and responding to complaints aggressively and effectively. Squash all this blog talk on your blog by inviting user comments and addressing them. Instead all you see on the official blog is Google PR Spiel on “A year in Google blogging” or “Where on earth is Santa?“, nothing more than self-laudatory fluff posts. As a corporation, think more about “We” and less about “Me”.
3. Speak Up when your BRAND IS AT STAKE. All you have to do is to convert the negative chatter into a positive as to how quickly you have been able to address your user concerns, thereby enhancing brand loyalty. This is the same in the political arena — remember the swift boat crisis that doomed Kerry’s campaign. If only he had been more aggressive in quashing all that chatter…
Is Google up to the task?