Web Worker Daily

As web workers, we are at the end of a supply line that brings together Internet connections, software, services and operating systems produced by large multinational corporations. We’re the 21st-century equivalents of the general store proprietors of an earlier age: we choose from a vast array of products and services, and offer those that will best meet our customers’ needs. We repackage those products, add our own creativity, and, importantly, include the service and support that large corporations can’t, or won’t, provide.

Many technology companies have come to the end of the line on providing personal customer service. I won’t point any fingers, but some of the biggest names in software, web sites and online services have no way for customers to contact them by phone or even online chat; even email forms go unanswered. Instead, users must rely on volunteer help on bulletin boards, discussion groups and the like.

We should be taking advantage of our “end-of-the-line” position. Web workers and small businesses can maintain professional relationships with customers in ways that large companies cannot. Clients should know that they can get help from us, and we should make clear what support services we offer. Service is how we can differentiate ourselves, compete with larger businesses, and thrive in difficult economic times. Read the rest of this entry »

In the astonishing time surrounding the news of Michael Jackson’s death, there were several false rumors that other celebrities had died. I started wondering how I would react if someone posted false information about me and my business.

Now, I’m not famous, so I doubt that any news about me would cause a spike in Internet traffic, or get me invited to appear on “The Colbert Report.” But recent events made me realize that I still needed to have a plan in place to be able to respond to news (both real and false) posted online about me. Here’s what I came up with. Read the rest of this entry »