The Pain of Being Down and Out

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A necessary evil for many online businesses is having service outages so they can perform scheduled maintenance. For most companies, this is pretty dull stuff that few, if anyone, notices.

There are times, however, when routine maintenance is far from routine. Twitter discovered this the hard way earlier this week when scheduled maintenance to upgrade its infrastructure went terribly astray. In the process, Twitter’s goodwill took a major hit at a time when it is starting to be embraced as the hot new communications tool.

Whether Twitter fell victim to its own success or simply was unprepared is neither here nor there, although Twitter’s hosting provider, Joyent, has been released of its duties.

More important is how Twitter handled the maintenance crisis. Truth be told, it didn’t do well – leaving many users extremely, well, pissed. (Here’s a we’re-really-sorry blog post by Twitter’s Evan Williams.)

Twitter may have failed another major goodwill test but few companies really handle unexpected service outages well. Another example is Performancing Metrics, which saw a 24-hour maintenance cycle last nearly four days.

It wasn’t so much that the online statistics service was down as much as the cavalier attitude the company seemed to have for its customers. After the 24 hour-perod expired, there were no apologies, no offers to make up for it in some way, no detailed explanation about what happened. Not impressive.

There’s no lack of competition in every online market. Customers can empathize when things stop working. But if they happen too often or without a company being straightforward about what’s happening, you can lose goodwill and customers pretty quickly.

More: VentureBeat talks about how Twitter’s problems are impacting other Twitter-related companies, while Dave Winer wonders why Twitter keeps going down. TechCrunch has an intriguing post that Twitter’s problems may be linked to a move to a new host called Verio, which is owned by Japan’s NTT, which could be making an investment in Twitter.

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InstaPaper: A Stroke of Bookmarking Brilliance

It’s not that often these days that an online service jumps out and demands to be embraced but Instapaper is a pleasant exception to the rule.

Instapaper is a simple tool that lets you “bookmark” articles, blog posts, etc. that you find interesting but want to read later. After dragging a booklet widget to your browser, you simply hit the “Read Later” button when you run across something good, and a link gets sent to your Instapaper home.

Before installing Instapaper a couple of days ago, I used two methods to handle things that I wanted to read later – I would either bookmark them in del.icio.us or save multiple tabs in Firefox. The problem with del.icio.us is I never actually went back to read any of the articles, while keeping 20 Firefox tabs open all the time is a waste of resources.

Instapaper is one of those online services that should be enthusiastically adopted because it fills a need in a simple, elegant way. Congrats to developer Marco Arment, who works at Tumblr, for this stroke of brilliance.

For more views on Instapaper, check out Paris Lemon, who calls it a “beautifully simple bookmarking tool”, while TechCrunch describes it as a “cool new service taking bookmarks back to basics”.

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Taking Twitter Seriously

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Twitter can be easily dismissed as IM-Lite or a tool for people with short attention spans but, interestingly enough, it is also starting to gain traction as a serious communications tool for people to communicate about serious stuff…like politics.

ReadWriteWrite’s Josh Catone has a great post looking at Twitter’s pros and cons, and how it is started to be used even by the mainstream media to distribute content in a quick and efficient manner.

There’s no doubt Twitter has come a long way in a short period of time while its status and image has been upgraded from toy to tool.

The next interesting development will be whether Twitter can take the leap from being a tool used by a small, enthusiastic group of tech-savvy people to the mainstream. At some point will Twitter become as ubiquitous as blogging? Remember, it was only a couple of years ago that blogging was a pretty niche-y activity, while today everyone’s got one.

Another thing to look for is how the Twitter ecosystem will follow in the wake of Twitter’s growing popularity. There’s already demand for plug-ins that will make Twitter more effective and useful. If this area flourishes, it will provide Twitter will another push into the mainstream.

For more, check out techPresident, which suggests “Twitter could be the breakout technology tool of Election 2008″.

More: Speaking of Twitter and politics, the next big test for the platform (technology as opposed to political) is Feb. 5 when Super Tuesday happens. Let’s see how Twitter fares with all the political types pounding out messages as 24 U.S. states hold presidential primaries.

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Would You Pay for Online Applications?

A few days ago, CenterNetworks asked whether anyone would pay $1/month to subscribe to an RSS feed or, perhaps, $4.95 for a package of 10 feeds.

Not surprisingly, the response was unenthusiastic. With so much content being pumped out every day, how many blogs are worth $1 – especially when many people are reluctant to pay for “professional” editorial content from the New York Times, Wall St. Journal, et al.

But what about online applications, particularly those you use on a regular basis? Would you pay $1 to $2/month to use Google Reader, for example. What about WordPress? After raising $29.5-million, WordPress will probably be looking to create new sources of revenue, so would you balk if they instituted a $1/month service fee for something you use every day?

What about $3/month for a package that included WordPress, Google Reader, del.icio.us, Google Docs, Facebook and Twitter?

And what about one-time fees? Earlier this week, I was looking for a way to convert a Word document into a PDF. After a quick search, I found PDFOnline, which offers a free conversion service. It worked so well that I would have gladly paid 50 cents or $1 if it was required.

Unfortunately, there are probably few people would actually pay for online applications, even if they really liked them. We live in a world of free with the idea of freemium (the concept of paying for premium services) looming in the background but sadly ignored.

At this point in the game, getting people to change their behavior would be extremely difficult, if not impossible, unless many of the major service providers (Yahoo, Google, Microsoft, etc.) got together and decided free wasn’t working any more. Of course, this scheme would quickly stop working as opportunistic players offered free services.

Still, you have to wonder an ad-supported service marketplace can continue to stay vibrant. Sure, development and server costs have dropped dramatically but there’s no such thing as a free lunch any more right?


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DEMO, Alright Already

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DEMO has barely started but the incessant coverage of every single development has already become aggravating – and there’s still another day to go.

It’s like the blogosphere feels compels to cover this conference the same way that reporters are covering the Super Bowl, which coincidently happens just 260 miles away this Sunday in Phoenix.

Don’t get me wrong, DEMO is a pretty impressive event and an even more impressive business but the coverage is heavily reactionary – e.g. “Oh my god, isn’t this service/product super-duper cool” – as opposed to offering some insight into what need the service/product is actually trying to meet, the competitive landscape, etc.

And let’s be honest, how many absolutely new stories are coming out of DEMO anyway? Sure, there’s some news (e.g. Standout Jobs announcing a $2-million financing) but most of the companies presenting have already been noticed and covered.

There, rant over. I feel much better.

Update: If you really need a DEMO fix, check out AppScout, which is rating the companies doing presentations.

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Automattic’s Aggressive Ambitions

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Hot on the heels of snagging $29.5-million in venture capital, Automattic made another announcement – this time unveiling a Twitter-like service called Prologue in which WordPress users can exchange short, Twitter-like messages.

Matt Mullenweg claims Automattic isn’t going after Twitter but that’s just his Texas charm at work because it’s increasingly difficult not to get the idea Automattic has big strategic plans that are just starting to emerge.

For one, WordPress has much more potential than just being a blog publishing tool or even a content management platform. There’s been a lot of talk about it becoming a social networking platform with all kinds of applications bolted on to it. Now, that’s a lot more exciting than being confined to blogging.

With 2.2 million blogs hosted on WordPress.com, 114 million global uniques and 482 million page views overall, WordPress has tremendous reach and a great brand, which sets the stage for Automattic to start leveraging its market position.

In the scheme of things, Prologue is a relatively minor strategic foray – call it a trial balloon to see if Automattic can gain some traction with developers. My sense is there’s much more ambitious and interesting things around the corner – maybe some acquisitions, maybe the launch of an advertising network, maybe some social networking tools. All I know is Automattic isn’t using the entire $29.5-million to buy servers.

More: Like me, CenterNetworks wonders if Prologue “could be a game changer”, while Venture Beat suggests WordPress could become an open platform.

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