Annette Riley Web Design

Net Talk

October 2004

 

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Net Talk is a newsletter about what the Internet can do for you and your business.

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This month's features:

·  3 Things I Learned About Customer Service

·  5 Top Trends from Internet's First 10 Years

·  Link of the Month



5 Top Trends from Internet's First 10 Years

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It is hard to believe that the Web has only been around for 10 years. At first, it was primarily used by academics and scientists. Now - every day - all around the country, millions of people of every age communicate, search for information, conduct business, buy things, listen to music and play games on the Internet.

A recent study by the USC Annenberg Center for the Digital Future illustrates how the Internet affects America today. Here are some significant trends that have emerged:

1. About three-quarters of Americans now go online. The number of hours spent online continues to increase, rising to an average of 12.5 hours per week. - The Internet is reaching a wider audience - with the fastest-growing user populations being African Americans, Hispanics and Seniors. Nearly 99% of schools have Net access. E- mail and IM have helped build relationships and make the Internet seem more user-friendly. Also, people are increasingly replacing time they used to spend watching TV with time spent online.

2. The Changes in Buying Online Are Just Beginning - The intensity of credit card concern is declining and Internet users are buying more frequently online. Even though people still prefer buying products offline, a growing number are researching their purchases online. A recent survey by the Online Publishers Association (OPA) shows that 76% of people say they prefer finding product information online rather than in offline media, like magazines.

3. The Internet Has Become the #1 Source of Information for Users - Interestingly, the credibility of the Internet is dropping, but over 70% of Net users consider "most" information online to be reliable and accurate.

4. Privacy and Security Concerns Remain High - Net users worry about their personal and financial information online, but they are also concerned about their time online being monitored. Issues with viruses, spam and phishing do nothing to allay these fears. Email is the most important reason why people go online and there are concerns about spam, inbox overload and time commitments.

5. Broadband Will Change Everything - Again - High Speed Internet access will continue to influence how often users go online, how long they spend online and what they do online. The changes are going to keep coming - faster and faster.

Imagine what the next 10 years will bring!



Link of the Month

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Art Linkletter used to say that kid's say the darndest things. Their innocent minds believe the darndest things too.

The Website, iusedtobelieve.com, is a place for people around the world to share their own childhood memories. The author has collected silly, strange and astonishing things that kids believe about the way the world works.

My own memory: Since I am fair skinned, I bruise easily. When I was 4 years old, my cousin told me that my black and blue marks were not bruises, but my true skin color because I was actually from outer space. She went on to say that on my 5th birthday, my "real" parents would come to earth in a space ship to take me back to my home planet. I was very gullible. It was my worst birthday ever.

Check out the site for some good old- fashioned zany kid logic.

I Used to Believe .com

3 Things I Learned About Customer Service

I had my own March Madness during the NCAA basketball playoffs this Spring when my sewer line clogged and flooded my basement with raw sewage.

I called the plumbing company we have done business with in the past. The young kid, who was on call hesitated, then asked, "Do you realize that Syracuse is playing tonight?" After asking me if the situation could wait until after the game and pointing out that I would be paying "big overtime" because it was a weekend, I told him to forget it and called another plumber.

The competition returned my call promptly and said he had two other emergencies to take care of before me, but he would be there as soon as possible.

Monday morning I called the first company to complain. The office manager knew of the situation because the young fella joked about it that morning. He said it was okay "because the customer was cool with it." I mentioned that I was unfortunately neither "cool" nor "cool with it." She listened to my venting and apologized. I said I appreciated that but definitely would like to speak to the owner also. She said would give him the message.

I did eventually get a call a few days later, but by that time there was nothing that would have kept me as a customer. I was painfully aware that I was not important to his business. Over 6 months have gone by and I still shake my head in disbelief when I think of it - and so does everyone I tell.

What did I learn from this?

1. Was it a coincidence that the first company was free to kick back and watch the basketball game and the other company had a waiting list? No, I don't think so!

2. When I make a mistake, and I know I will, I will own up to it. I've been on the other side.

3. I want all my customers to feel they are my first priority - because they are!

 

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