The Microsoft 311 Service Center with Bing Maps

 

Microsoft now has an all-in-one fully integrated solution for city governments with the 311 Citizen Services Center. It combines the power of several Microsoft technologies and has both a citizen-facing portal and a back-end management module, including interactive Bing Maps for both components. When cities use the 311 service center, citizens can easily report outages, potholes, etc. by locating them on a map. City workers and contractors can use Bing Maps for service request information and updates. 311 Service Center is another great example of how Bing Maps integrates with

Microsoft Dynamics® CRM to show the data the customer is managing, and to speed up the decision process.

To learn more about how your city can benefit from the Citizen Services Center (311), visithttp://www.microsoft.com/gov311 and watch this video.

 

Citizen-facing portal with self-service and multi-access channels


 

 

Share|

Maximize Your Branded Presence

 

With the rollout of the new grey pin local search results, Google has continued to increase the amount of information from your Places page that is visible in the main search results.

Google is prepared to turn over to your company the better part of the information above the fold and with a little work and some luck you can maximize what the searcher sees about your business.

Click to view larger:

Here are 8 tips that help you maximize “your ad” on the front page of Google:

1)Select the title tag of your home page with care. If you service only one city, it is no longer necessary to include the city in your title tag of your home page. Google is using other location signals to ascertain this information. Personally, I think that brand often trumps keywords in local markets. When that is the case I put I put the company name first which creates a strong, clean branded visual for the user. The brand is front and center in the results.

2)With the addition of Sitelinks Google provides 6 (it can be 12 but I have yet to see that many in local) or more additional opportunities to engage the customer. It is important for the pages that display to front load the description tags with the call to action and keep them short as there are very few characters (54?) that actually display.

3)Which pages show and title tags show and why is a bit of mystery so you want to be sure to monitor what is actually showing. It means that you want to be sure to NOINDEX pages that you definitely don’t want Google to have, like your 404 page. If a page does show up that you don’t want showing in this display but you don’t want to NOINDEX the page it might be necessary to demote the page from Sitelinks via the Webmaster tools. REGARDLESS, it means that even pages that you didn’t think would see much light might need to be updated with more relevant Titles and Description tags. Google changes what shows so review the display periodically.

4)Know what other IYP or Local Directories are doing a good job on the long tail branded search for your business name and be sure that you have maximized your presence with them. That might include data, photos and if appropriate reviews.

5)Google puts their reviews front and center so including Google in your review management process goes without saying. But since Google will be showing other review sites as well it makes sense to include them in your process.

6)Google also might surface rich snippet testimonials from your site. If you have testimonials be sure that they are marked up and the testimonial page has enough internal links that Google sees the page as a prominent one.

 

Share|

Google Places: Onsite “Review Stations”

 

Onsite “Review Stations” AOK with Google

Several weeks ago, I attended a Google GetYourBusiness online seminar and I was surprised to hear the speaker strongly encouraging SMBS to install a computer at their places of business to use as a station where clients, immediately upon completing a transaction, could easily leave a review on their Google Place’s page.

Clearly if training, sales and support at Google all say it is OK, then it must be OK to have on site workstations for the purpose of generating reviews. And one can infer from all of this is that the review filter would not block the review based on location (IP) alone.

Implications

Yelp and Tripadvisor long ago put in place bans on reviews generated onsite from the place of business. In the case of Yelp, the reviews get filtered. TripAdvisor goes so far as to flag/punish the business with a Red notice questioning the integrity of the hotel. Avvo will allow the practice by prior approval and an explanation as to the need. Google’s policy is clearly contrary to the industry norms. Allowing and even encouraging the behavior of using a review station is questionable at best.

While there is nothing against practice in the Google Places review guidelines it is a practice that I have discouraged in my consulting and writings.

Firstly it seems coercive. If a customer is in your store, they can’t very easily say no and more importantly, they might not feel free to leave a fully honest or negative review. It is on the business owners turf and it creates an unequal power dynamic that seems contrary to the spirit of fair, honest and useful reviews.

Secondly, the practice of allowing these reviews make abuse by business owners even easier and more likely.

Apparently, Google doesn’t agree with me. For now, at least with Google, you can solicit reviews in your place of business without worry of losing them to the filter if they are otherwise ok.

Your business

Should you gather reviews from a work station on your premises? That depends on a number of factors specific to your business. Despite Google allowing the practice, I am not comfortable with it in many situations. Because of ethical concerns and the obvious, location centric footprint I have never suggested the idea to clients.

There may be reasons why it makes sense for your business. Here are some things to consider:

-Certainly all of the ethical issues are at play and if you do encourage the use of an internal workstation you need to take them into consideration.

-There will still be logistic issues with user accounts and the likely need for the business to provide many users with help.

-I have said it before and I will say it again, DO NOT put all of your review eggs in one basket. This should not be the only way you gather reviews and Google should not be the only site you ask for reviews on. They could easily change their mind on this policy and all of the reviews gathered this way could disappear in a puff of smoke.

Conclusion

I think it an error on the part of Google to encourage reviews be captured in this way. Regardless of whether it is an intentional act on their part or an oversight in their policy, I think it will further degrade the quality of reviews in Google Places and make spamming easier and more likely to occur.

Neither you nor I have the ability to change which way the winds blow. If at the end of the day it makes sense for your business to implement the practice, do so cautiously. Recognize that any benefit may be short lived and the reviews may go more quickly than they came. Most importantly of all, respect the customer and their needs in the transaction.

Share|

Garmin: Instructions for graphical flight plan editing on the GTN

 

Instructions for graphical flight plan editing on the GTN:

1. On the Map, touch the Map to activate the Map Pointer and enter the Graphically Edit Flight Plan Mode.
2. Touch the Graphically Edit FPL key.
3. Touch and hold the leg of the flight plan you wish to edit.
4. Drag it to a new waypoint and release your finger.
5. Touch the Done key.
Detailed instructions can also be found in the Pilots’ Guide on page 9-29.

Share|

Google Places: Tips on Avoiding Bad Reviews

 

There are three simple elements to a review management plan:

  • Great customer service
  • Ask for reviews
  • Avoid Negative reviews

It used to be said that an unhappy customer would tell 10 people. Today an unhappy customer can influence hundreds if not thousands of people by leaving a bad review. It is common wisdom that, in the age of the internet, providing excellent customer service is the secret to review success.

While that is certainly true it is also a bit of cliche. What business doesn’t strive to provide excellent customer service? Sooner or later something will happen, despite your every intention. Things will go wrong and you will have an unhappy customer. As Matt McGee says, we don’t live in a five star world. Your client’s business is no exception.

There are two kinds of businesses in todays world. Those that have received a negative review and those that will. Bad reviews sting. Much has been written about ways to garner reviews from your clients. Less has been written about dodging the stinkers. It is equally important in generating a review profile that reflects the mostly positive range of your customer’s experiences to AVOID BAD REVIEWS.

Sooner or later you will have an unhappy customer and you want plans in place to deal with that eventuality. If you assume that your systems will fail, you can be ready to deal with the customer all too ready to trash you in a way that doesn’t drive them to the desperate act of expressing their frustration in the public commons.

Here are some tips on how to avoid bad reviews:

1- Follow up with customers immediately after the sale with a call and/or an email to be sure that all went as planned. Identify problems early on in the cycle so that you can correct them before they become complaints.

2- Make complaining easy. Build a culture that is truly ready to receive the complaint at every level of your business from the cashier to the president. Train your staff and train them well to not be defensive and to solve most problems immediately.

3- Make a complaint form very obvious on your site, perhaps on every page. This not only allows unhappy customers to complain, it makes it clear to potential customers that you are ready to listen. If you title the page “Your company name |Complaints” it will have the added benefit of appearing high on the main search results. This not only telegraphs to your customer your willingness to deal with complaints, it pushes other perhaps less flattering chatter down the page.

4- When you do receive a complaint, follow up quickly and try to resolve it. Nothing rankles like a customer stewing about your bad service and waiting for a return phone call.

5-Respond to negative reviews online. Once the issue is resolved circle back with the customer about the review. A recent survey has shown that an appropriate response to a negative review can get the negative review removed in a third of the cases. A roughly an equal number of consumers posted a positive review after receiving a response to their bad review. Having a plan and responding appropriately to a negative review is critical to this process.

6-Never fake reviews or enter them on behalf of your clients. It is imperative that you not provide reviewers with any trace that you are abusing your review corpus. Getting slammed by a customer review that questions your ethics calls into question your trustworthiness and integrity. It is the most difficult type of negative review to deal with even if it is not true. Responding online to the question do you beat your wife with a stick or a club creates a no-win situation.

7- Communicate with your local competitors. Competitor spam reviews are becoming more common than ever. If you are on speaking terms with them you are much less likely to fall victim to a puerile spam review attack.The reality is that other similar local businesses are not the long term determinant of your success nor really your major competition. In Barbara Oliver’s recent case, she immediately contacted the two other jewelers affected by competitor spam and established communication and rapport to make it less likely in the future.

Share|