Jessica Cox
10.28.2009
Marketing Alchemy

Google Launches Social Search

After signing a deal with Twitter last week to display Tweets in search results, Google launched another surprise experiment in Google Labs: Social Search.

It’s long been said that success in business depends on who you know. Now, success on the search engine results pages will also depend on who you know, now that Google has launched its Social Search product into its experimental Google Labs.
- Kevin Newcomb at ClickZ reports

As Google VP Marisa Mayer explained at the Web 2.0 Summit, the Social Search highlights content created by friends of the searcher, or content from sites that the user follows via RSS feed. Social Search will put more weight on a user’s social graph when determining what results are relevant.

Our objective is to bring content authored or endorsed by your social circle right to your Google search results.
- Amit Singhal, Google Fellow

Social Search results will reference content created by the user’s Google contacts, (Gmail, Google Talk, etc.), including Friendfeed and Twitter accounts linked in the user’s Google Profile. RSS feeds linked in Google Reader, and sites linked in a user’s Google Profile will also weigh heavily in Social Search results.

Those results will appear in a separate section at the bottom of the search results page, at least for now, Singhal said. Google will return blog posts, Twitter and FriendFeed entries, or other content created by the searcher’s social connections, or from blogs the searcher has subscribed to in Google Reader, under the heading “Results from people in your social circle,” as depicted below.

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Singhal emphasized that all content included in these results is already publicly available to anyone, so nothing the creator hasn’t already shared publicly will be revealed. Facebook might be on the outs for this deal, since much of their content is viewable only to friends.

So what does it all mean?

My take: Brilliant move to blur the line between search and social media. Google is tailoring Google profiles as a social hub, leveraging their search algorithms to pull relevant data from a user’s social media network.

Marketers and SEO buffs take note. Google is considering social media networks to determine relevancy for search results. As major search engines begin to weigh social media relevancy, you can expect to see companies focus intently on building these crucial connections.

Michelle Pierce
8.12.2009
Naked Writing

Do You Just Work Here?

Seth Godin had an excellent blog post recently about passing the buck.

How many times have you said, “I just work here”?

I was in a sorority in college, and one of the things that always baffled me were the rules we had. If you were wearing your sorority letters, you couldn’t smoke or drink. If you had your letters on your car, you couldn’t smoke or drink in your car. Obviously, drinking and smoking wasn’t allowed in the house or anywhere on sorority property.

At the time, I thought it was all about conformity. Now, after nearly three years of working in marketing, I realize it was about protecting their brand. The sorority didn’t want to be associated with certain behaviors. Even if you’re not the one smoking or drinking, if you wear the same letters as somebody who is, people will have the same perception of you.

Anybody who “wears your letters,” so to speak, is a representative of your company, and their actions reflect on you. It doesn’t matter if they’re your boss, your assistant, your co-worker, or that new guy from the California office. You may not have any influence over what another employee does, but that’s not going to matter to customers.

If your sales department is rude to customers, don’t be surprised if they refuse to give the marketing department a glowing testimonial. If the IT department is sluggish with handling support requests, don’t be surprised when it starts to affect your ability to sell.

As far as customers are concerned, you’re all under the same umbrella. And even if you’re not part of the problem, you don’t get the luxury of the “I just work here” excuse.

What can you do about it?

Don’t try to shift the blame. Try to fix the problem.

Don’t say, “I just work here,” and then expect the customer to help you out when you’ve just dismissed their problems.

If a customer’s angry because of the way they were treated, help them file a complaint and make sure it gets to the right people. If somebody’s annoyed because they’re being bombarded by unsolicited messages, make sure their email gets taken off the list. Tell others in the company what’s going on and how it’s affecting the business. Take responsibility in finding a solution.

Nobody “just works here.”

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