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Have We Reached the Privacy Frontier?

Does it seems like news of companies overextending their welcome to user data and the resulting consumer backlash is reaching the boiling point?

In December, Google’s CEO, Eric Schmidt said “If you have something that you don’t want anyone to know, maybe you shouldn’t be doing it in the first place.” Google chief: Only miscreants worry about net privacy

That’s a bold statement for the CEO of any major company, especially Google, which has a history of criticism for their privacy practices.  Google was also recently criticized for their handling of a privacy problem with the widely used Google Toolbar.

By now, everyone knows about the famous Facebook Beacon incident.  In December, Facebook made another attempt to make user information more public with their new privacy settings.  Facebook tried to spin the news as a win for users.  However, the changes were really designed to give Facebook evidence that users consented to sharing their information with the world even if users didn’t pay attention and selected Facebook’s “share with everyone” setting, the default if the user had not previously adjusted their privacy settings.

Many other major internet companies are employing similar strategies as they all struggle with the balance between keeping users happy and running profitable businesses. I respect that balance.  However, I have a problem with companies knowingly taking advantage of people who don’t read or understand their terms or bundle tracking software with other products in a misleading way.

I’m all for personal responsibility, but the fact is, most internet users don’t understand online privacy. The average person doesn’t know very much about what information is tracked, how companies use it, or how to control information collection on their computer through browser settings, add-ons, and software.

What’s next? Are we approaching the limit of tolerance for these practices?  Will there be legal action?  Will consumers stop using some of these major services?  What do you think?

Is Your Email Ready for Mobile?

When was the last time you looked at your emails on a mobile device?  According to a 2007 Marketing Sherpa study, 64% of key decision makers read their email on mobile devices.  You can bet that number has gone up since 07.  If you’re email isn’t easy to use on a mobile device, you’re losing readers and money.

Mobile web and email is a throwback to the early days of the internet.  Users have a small screen and limited functionality, so usability is extremely important.  The solution is to test your emails on a number of different devices and incorporate features like a “view mobile version of this email” link in your header.

Here is a more comprehensive list of mobile email considerations from September:
http://theemailwars.com/2009/09/29/mobile-should-you-care/

Call me if you need help making your email mobile friendly.  Otherwise, happy holidays!

How much of your website traffic arrives on your homepage?

I often see discussions about improving website conversions start with the homepage.  However, in many cases that is not where visitors start their process with the site.  If secondary pages are indexing well on search engines, visitors may enter your site through a wide range of pages.  In fact, some websites have less than 20% of their visitors arrive on the homepage! Obviously, it is essential to closely monitor your analytics to understand how people find and use your website.

Here’s three tips for making the most of your entry pages:

- Make people feel comfortable about being in the right place.
Every page on your website should have consistent branding and be clear about what your company does.  You’d be surprised how many sites miss that second part.

- Provide navigational orientation that indicates where users are on your site.

Is it easy for the user to know how deep they are in your site structure and move up to a category level or homepage?  You can easily handle this by using a main navigation that clearly indicates the active page and using a crumb trail on more complex sites.

- Properly target your search terms and make sure your landing pages have all relevant information.
Nothing frustrates users more than irrelevant search results.  Make sure your site isn’t contributing to the problem by paying close attention to the search terms that drive traffic to your site and adjusting content accordingly.

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