I received the following email last night, and it still has my fur standing-on-end (defensive rage).

Subject: Google AdSense ad serving has been disabled to your site

This message was sent from a notification-only email address that does not
accept incoming email. Please do not reply to this message.
-------------------------------------------------------------------------------------------------------------------------------

Hello,

During a recent review of your account we found that you are currently
displaying Google ads in a manner that is not compliant with our program
policies
(https://www.google.com/support/adsense/bin/answer.py?answer=48182&stc=aspe-1pp-en).

--------------------------------------------------
EXAMPLE PAGE: http://foolswisdom.com/

Please note that this URL is an example and that the same violations may
exist on other pages of this website or other sites in your network.

VIOLATION(S) FOUND:

It is important for a site displaying AdSense to offer significant value
to the user by providing unique and relevant content, and not to place ads
on auto-generated pages or pages with little to no original content.

Your site should also provide a good user experience through clear
navigation and organization. Users should be able to easily click through
your pages and find the information they are seeking.

Please review Google's Webmaster Quality Guidelines (
http://www.google.com/support/webmasters/bin/answer.py?answer=66361 ) for
more information.

ACTION TAKEN: We have disabled ad serving to your site.

ACCOUNT STATUS: ACTIVE
Your AdSense account remains active. However, please note that our team
reserves the right to disable your account at any time. As such, we
encourage you to become familiar with our program policies and monitor
your network accordingly.

Issue ID# 3227412

--------------------------------------------------
Thank you for your cooperation.

Sincerely,

The Google AdSense Team
----------------
For more information regarding this email, please visit our Help Center:
https://www.google.com/adsense/support/bin/answer.py?answer=113058&stc=aspe-ai4-en.

Emphasis was mine.

The only pieces of useful information would seem to be “EXAMPLE PAGE: http://foolswisdom.com/“. The reason is provided as an exercise for the reader to solve, and the status of disabled, but active almost makes the whole thing humorous. The email also has the feel of treating good customer’s like criminals, because of how “bad” customers behave.

So what do I do with this information? “Please do not reply to this message.” That’s the real problem, not my AdSense account. I’ve received an anxiety causing email, and I’m helpless.

Don Dodge, then at Microsoft, now at Google(!), wrote October 27, 2007 what still resonates with me today “Will Google Docs and Spreadsheets succeed in the enterprise? I don’t think Google will succeed in the enterprise. Why? Customer Support.”

“Google doesn’t understand people,” [Don Norman] said. “Have you ever spoken to a Google support person on the phone? They don’t have them. Sure, they’ll direct you to their blogs — where you’ll be lucky if you can find the answer you’re looking for — or they’ll let you give feedback. But do they ever give you feedback on your feedback?”
FROM “DON NORMAN: GOOGLE DOESN’T GET PEOPLE, IT SELLS THEM” BY BOBBIE JOHNSON ON GIGAOM.COM, SEPT 5, 2011

I think they do understand people, and have a stubborn resolve to demonstrate that machines can be programmed to help man better than man can help herself.

They’ll tell you it’s a scalability problem:

If you have a billion users, and a mere 0.1% of them have an issue that requires support on a given day (an average of one support issue per person every three years), and each issue takes 10 minutes on average for a human to personally resolve, then you’d spend19 person-years handling support issues every day.

If each support person works an eight-hour shift each day then you’d need 20,833 support people on permanent staff just to keep up.

That, folks, is internet scale.

That is cold, machine cold, comfort.

Customer support isn’t the 1 in a 1000, 10 minute on average problem, customer support is the support you receive under exceptional circumstances. This is when you need support, and when most companies fail to deliver.

So what do you do when you need support from Google? Either you know a Matt Cutts (there is only one!), or you hope your friends, like Chris Messina, working on Google+ and other promising tools with warmth, will help Google find balance and treat their customers, like you know, people.

Oh, and if there is anyone on the Google AdSense team reading this, I suspect that there is a bug in your “review of your account” software, as you probably should have terminated CloudFlare’s account, not mine.

Don’t Downgrade the Experience

He quotes Rick Spencer, Canonical:

No, this will effect [sic] upgrades if the computer is currently set to Google. This is not because of anything special for this particular change. This is because Ubuntu always changes to new defaults for users who are on old defaults.

Once I’ve installed software, it’s no longer “defaults”, it’s my experience. Any change to the experience better be to improve the experience, otherwise you jeopardize alienating me and your other customers.

It Can’t be About Money

The search engine in Firefox is Google because it’s the best (of the infants).

In my co-worker Noël Jackon’s post today “Art First”

I respect Jay-Z for his music, but love the man for his words.

via YouTube - “NY-Z” – An ABSOLUT Collaboration with Jay-Z.

At the Jay-Z saysat the 11:30 mark “it can’t be about money. There has to be something in there that is true to both sides. … when the align … At the end of the day no one loses when it’s like that.”

Stay true to yourself, and true to your customers.

I’m Staying Hopeful

Ubuntu has hugely help make Linux and open source flavors many more people can enjoy.

I’m staying hopeful that Ubuntu will stay focus on their customers’ experience!

In the meantime, I’m also staying pragmatic and swallowing bitter proprietary medicine everyday.

Having Fun

My co-worker Alex “Viper” today shared this parody of Jay-Z “Empire State of Mind” titled “Galactic Empire State of Mind” by College Humor:

Customers’ care about one thing, a good experience.

April 8th Update: Yahoo will not be the default search engine in Ubuntu 10.04 Lucid Lynx. Related article “Ubuntu Linux Still Searching Google“

I missed the news about the Apple-HTC Patent Lawsuit (Google Android) until tonight when I found out about it on Mark Jaquith’s blog.

I’m happy that these cards of Apple are finally on the table. I think Apple’s Multi-touch related patents have been hanging over the heads of other hardware and software developers.

I don’t think I’ve ever found myself agreeing with John Gruber more:

“No doubt some of you are nodding your heads and see this as justification for Apple’s suit. But life isn’t fair. Great ideas make the world better. Apple can rightly expect to benefit greatly from the ideas embodied by the iPhone, but they can’t expect to reap all of the benefits from those ideas.

That’s the nature of implementing insanely great ideas. The bar has been raised, and, yes, Apple did most of the lifting. That’s how it goes.”

John Gruber, “Daring Fireball: This Apple-HTC Patent Thing“, Wednesday, March 3rd, 2010

Right now people are in their venting phase. What comes next?

Is there an effective protest against the Apple-HTC patent lawsuit? Particularly something that Apple customers should do?

I can’t see enough people caring, particularly on the eve of the iPad.

May 5th quotes from the comments:

Ian wrote “I think Apple customers should use one finger at a time in protest.”

Mark wrote “Apple has to operate in the system as it exists.”

Terry — how can I just choose one of his tasty insights — wrote “I do think that holders of software patents should be forced to do some sort of licensing because of the chilling effect they’re having on innovation.”

These attacks and the surveillance they have uncovered–combined with the attempts over the past year to further limit free speech on the web–have led us to conclude that we should review the feasibility of our business operations in China. We have decided we are no longer willing to continue censoring our results on Google.cn, and so over the next few weeks we will be discussing with the Chinese government the basis on which we could operate an unfiltered search engine within the law, if at all. We recognize that this may well mean having to shut down Google.cn, and potentially our offices in China.David Drummond, A New Approach to China, Official Google Blog, Jan 12th, 2010

Reading some of the comments there is some confusion about whether this allows an offline mode of WordPress and also about the privacy of using this Google browser add-on.

People wonder if Gears will allow them to use the WordPress Dashboard to write posts while offline. We’re not quite there yet. Gears for WordPress 2.6 (coming soon!) uses Gear’s LocalServer API which basically is a persistent, smart cache allowing the static files to always be loaded from your local computer — turbo!

That takes me to the second concern I see in the blog posts and comments about this feature, specifically on the Weblog Tools Collection post. Some people are really concerned with the privacy of Gears. Understandably, they are leery of providing Google even more personal data. Gears isn’t a web service. It only talks to the mother ship to check for updates, unless you allow anonymous usage statistics:

• Your copy of Gears includes a unique application number. The unique application number and information about your installation of Gears (e.g., version number, language) will be sent to Google when Gears automatically checks for updates.
• If you choose to enable Usage Statistics for Gears, it allows Gears to send crash reports and to collect a limited amount of non-personal information about your use of Gears and send it to Google.
• If you use Gears for Mobile, we may collect certain information such as your device and hardware IDs and device type, the browser type, the request type, your carrier, your carrier user ID, and the content of your request, which does not by itself identify you to Google, though it may be unique or consist of or contain information that you consider personal.

If you still are concerned about the privacy of Gears, here are two more reasons to have confidence: open source and Brad Neuberg. Gears is open source. This means that anyone can pop the hood and scrutinize the code — and people do. A very highly regarded open source developer Brad Neuberg is very involved in Gears. He is a leader in web development, open source, and collaborative development. He’s a person that I admire greatly, and trust through associations.

Wrapping this up. There is no WordPress dependency on Gears. It’s an optional browser plugin that can make for a faster experience. If you choose to use it, you should feel confident your privacy is respected.

Monday Update: Jeremy Bicha asks an astute question, why WordPress warns not to use on public or shared computers. The answer is that in a future version of WordPress we want to allow you to write and edit posts, and maybe even manage your blog without being connected to the Internet. That’s why Andrew decided (and I agree) it is better to warn against public/shared computers from the beginning.

Sorting back through my tabs, I discovered how I ended up on 2luo.com . I had done a Google search for “youtube floyd wall remix”

Visiting the result which I have underlined in red, I’m now at a site that looks like YouTube and behaves like YouTube in every way, except the URL isn’t YouTube. I have reason to worry about anything I submit to the site.

I can hope that it is a harmless reverse proxy, but the whois for that site isn’t reassuring:

kdkkdk
lg ggg (lgvcd@hotmail.com)
+1.90383920
Fax: +1.90383900
kdkk
dkdkkkk, DJ 47738
US

For some reason, I don’t think that they are really in the USA.

I checked at PhishTank and this site hasn’t been reported yet.

I don’t really know how to further investigate, so I will take my fresh minted passwords and get back to other things.

How did it come about that I made this mistake?

I was absent minded and admit to relying on Google and Firefox’s anti-phishing protection. YouTube is a Google property, so there is some irony.

How much was human error?

Recently, human error has been reconceptualized as resiliency to emphasize the positive aspects that humans bring to the operation of technical systems (see Hollnagel, Woods and Leveson, 2006)

Within the broad domain of industrial safety, the term resilience has come into use to emphasise that safety must be proactive as well as reactive.

So, I take ownership for the mistake, and for quickly minimizing the damage of the mistake. My error was distraction. Like everyone else, I’m not particularly good at staying vigilant. That is why as well as reasonable personal responsibility and consideration of habits, we need better tools.