Posts Tagged ‘domain’

Mistaking the Context for the End Game

This is a post about location (for a change); but it doesn’t have to be about location as it’s all about mistaking a vital element for the end game itself. I should explain.

I recently got contacted by a gentleman in the US who was looking to register a lot of domain names, in a manner which recalled the rush to buy domain names in order to make a profit as the dot com boom rushed headlong to become the dot bomb bust and which resulted in the unlovely pass-time of domain squatting.

After seeing a lot of mention of location, location based services and location based mobile services in the media, the position of location based services on Gartner’s most recent hype curve and seeing a lot of acquisition activity in the location space, he was looking to register domain names with LBS in them.

The reasoning went that what he termed geo domains, such as london.com and newyork.com command a high premium then, given that location’s star is in the ascendent, adding the three magic letters of LBS to such domains, such as londonlbs.com or newyorklbs.com, will also command a premium, albeit a slightly lower one.

In agreement: Some macro experiments: Gummi Bears

Let me count the number of ways that this reasoning holds a degree of water, however small. We were certainly in agreement that location, geo, place and semantic understanding of these concepts, via techniques such as entity extraction, are going to be significantly important in 2010, for several reasons:

  • The economic downturn has either bottomed out (if you’re cynical) or is starting a tentative upturn (if you’re optimistic) and history has shown that investment starts to turn to new and promising areas in such circumstances.
  • Gartner have flagged LBMS as just cresting from the “slope of enlightenment” to the “plateau of productivity” in their last hype curve (see slide 14 of one of my recent decks), although I’d argue that Gartner should really be flagging the concept of location rather than just LB(M)S as there’s far more to location than just the services that fall under the LBS or LBMS umbrella.
  • While only with 21% of total market share for mobile handsets, smartphones are benefiting from the headlong convergence of location sensor enabled devices, although the forecasts for such devices reaching critical mass in market share have so broad a range of timelines as to be pretty much useless for making any concrete projections.
  • The public’s approach to location is moving away from Big Brother style hysteria and knee jerk reactions to acceptance of revealing one’s location providing a suitable value proposition is made; the check-in phenenomena that is Gowalla and FourSquare are good exemplars of this in action.

Disagreement

However, let me also count the number of ways in which we differ significantly on the importance of the keywords “geo“, “lbs” and “lbms” in domain names.

  • For the purposes of branding and marketing, a good domain name is still an essential facet of a company’s digital engagement strategy. We’re seeing a similar rush towards securing the right name on social networks such as Facebook and Twitter as we saw in the glory days of the .com boom, though by no means to the same degree and by no means as blindly headlong.
  • But for the purposes of informing the type of information a user is looking for location is a key context and not the end game in itself, indeed I’d be happy to see the LBS and LBMS acronyms go away as they focus attention far more on the technology and far less on the context, experience and results that a user craves.
  • A significant percentage of online users equate the browsers icon on their desktop with the internet (hence the longevity of Internet Explorer 6 as a dominant browser). In the same vein, their prime source of searching for information is frequently a search engine, which is typically their browser’s home page.
  • People tend to use a search engine to look for information rather than by typing a domain name into their browser’s address bar (which explains why one of the dominant queries that Google handles is “google” or “google.com”); the search engine is becoming the internet in much the same way as the desktop browser icon used to be “the internet”.
  • Whilst a user may type a well known brand name into their browser’s address bar, frequently without the TLD, this still equates to a search as the browser either appends .com automagically or examines the entered URL for syntax and passes it onto the user’s default search engine for handling.
  • Again, whilst geographical keywords are much sought after for search marketing purposes and command a high bid price as a result, I’ve not seen any evidence, either from research or anecdotally, to show that a geographical URL has benefit in the same way. Indeed from looking at www.london.com, the site is a hotel booking aggregator, with suspect use of Transport for London’s Tube roundel logo and in the small print warns “This site and domain are not affiliated with or owned by any government or municipal authority“. It’s not a site I’ve even even been aware of nor known anyone use, ditto www.sanfrancisco.com and www.sanjose.com, two cities I frequently visit both as a tourist and for business.

So while the location industry may have embraced the terms geo, location based service, location based mobile service and their acronyms, these are vague and not well known outside of the industry, which is the target demographic. I can’t see a need for use of the domain name system in this way.

Location is a key context that informs the user and helps to provide relevance, it’s not the end game both in function or in the names and terms that describe it. I think Ed Parsons, Google’s Geotechnologist summed it up rather neatly when he recently described location as equivalent to DNS … “normal people use it every day but they (don’t have to understand it) or see it’s value” and I find the comparison to DNS particularly apt in this circumstance.

Photo Credits: hypercatalecta and Werner Kunz on Flickr.
Written at home (51.427051, -0.333344) and posted from the Yahoo! London office (51.5141985, -0.1292006)

Threaten Your Customers With Legal Action; That’ll Make Them Feel Valued And Want To Renew

We’re all familiar with the scene. You’re stuck on the end of the phone, to yet another call centre, you’re on hold due to “significantly high call volume“, you’re paying premium rate for the privilege of being on hold and a disembodied voice interrupts the on hold musak to say “your call is important to us, please continue to hold“.
Well, obviously not that important, because if it was that important than there’d actually be someone to answer the phone. Add into the mix that it’s way outside of normal peak hours and you realise that “significantly high call volume” really means “we’ve only employed two people, one of them is on holiday and the other is taking their only toilet break of the day“.
So far, so familiar. The curse of the non specific, applies to everyone, on hold experience. But oddly nowhere near as bad as when the non-specific, applies to everyone approach transfers to email and a company threatens to sue you if you don’t renew.
So some background. My domain names are registered through one company, easyspace.com. They’re not the best, they’re not the cheapest, they’re a bit impersonal and corporate but they’re a case of better the devil you know and they’ve never threatened me and over reacted. My web hosting and email hosting are through another company, justhost.com. They’re not the best, they’re pretty cheap, they’ve had a few outages but overall they’ve been … OK. I should probably have shopped around a bit more but when I moved from self hosting to the cloud they fitted the bill.
And then this gem dropped into my Inbox …
To: Gary Gale
Subject: Just Host Payment Overdue
Date: Sun, 15 Nov 2009 04:22:23 -0600
From: Just Host
Your Just Host account has an overdue invoice. If your invoice is for hosting services you are in danger of losing access to your site and your domain.YOUR ACCOUNT WILL AUTOMATICALLY SUSPENDED WHEN YOUR HOSTING INVOICE IS 7 DAYS OVERDUE.

Please use the link below to make the owed payment to ensure you keep your website, domain and any upgrades active:

https://billing.justhost.com/r/?c=nnnn&i=nnnnnnnnnnnn

**REMEMBER WHEN THIS INVOICE IS 7 DAYS OVERDUE YOUR ACCOUNT OR SERVICE WILL BE AUTOMATICALLY SUSPENDED.**

If your account has not been paid in full after 21 days, we will refer your account to our debt collection authority to investigate and your services will be cancelled. Please reply to this email immediately in order to avoid further charges and/or cancellation of your account.

If you are having trouble paying your account, please inform us and we will do our best to consider payment options that suit both parties.

Kind Regards,

Brooke Bryan
Co-Founder, Just Host
www.justhost.com

Introduce a Friend to Just Host and receive $60!
http://www.justhost.com/affiliates

Let’s just look at this in detail …
Your Just Host account has an overdue invoice.
Really? I’ve already paid for last year’s hosting and got the bank statements to prove it. So the only interpretation I have of this is that you’ve automatically created an invoice for next year and your automated system has automatically lumped me in the same bucket as everyone else so you’ve sent me this mail to remind me to renew and to pay up. Funny. I don’t actually recall asking to renew and this is the first I’ve heard of this. But let’s read on …
If your invoice is for hosting services you are in danger of losing access to your site and your domain.
Losing access to my site? Well fair enough, I’m supposed to be renewing web hosting here so let’s keep reading.
Losing access to my domain? A generous interpretation would be that web hosting and my domain are synonymous. A less generous interpretation would be that I’d lose access to the registration of my domain, which can’t be the case as it’s not registered with Just Host but this is obviously a generic, one-size-fits-all mail so I’ll just mutter “tsk tsk” under my breath and let it pass without further comment.
YOUR ACCOUNT WILL AUTOMATICALLY SUSPENDED WHEN YOUR HOSTING INVOICE IS 7 DAYS OVERDUE.
OK, I can read. Not really any need for the caps lock to be on here. I’m an existing customer, one you want to renew with you, remember?
**REMEMBER WHEN THIS INVOICE IS 7 DAYS OVERDUE YOUR ACCOUNT OR SERVICE WILL BE AUTOMATICALLY SUSPENDED.**
Now listen, you mentioned the 7 days two lines ago. My short term memory is fine, and like I said, I’m a customer, so lay off on the caps lock and the stars.
If your account has not been paid in full after 21 days, we will refer your account to our debt collection authority to investigate and your services will be cancelled. Please reply to this email immediately in order to avoid further charges and/or cancellation of your account.
Whoah …. now hang on just a second. My account, as you term it, is at zero balance. I paid for a year’s hosting, in advance, last year. I owe you nothing. Not one single penny. So to revisit my earlier wording, a generous interpretation would be that this mail is sent out to anyone whose account is overdue and yet again, this is a generic, one-size-fits-all mail.
But a more realistic interpretation would be in the form of a question. So Just Host, do you really think that threatening a customer who’s up for renewal with legal action and with a debt collection agency is going to make me want to renew with you? Really?
But then comes the finale …
Introduce a Friend to Just Host and receive $60!
http://www.justhost.com/affiliates
So, after being shouted at in cap lock, not once but twice, after being threatened with legal action for money I can’t possible owe as I haven’t renewed and this was a renewal notice after all, after all of that you want me to refer a friend. Really?
After all of this I still can’t quite work out whether this is breathtaking arrogance or touching naivete on the part of Just Host and of Brooke Bryan, the co founder. Whichever it is, it shows just how little the customer is valued at this certain hosting establishment.

Posted via email from Gary’s Posterous