Disabled by the Facebook virus

I was recently disabled by Facebook. No reason given and no way to contact them except through their Q&A, then email.

I followed the instructions, but was informed I had a fake account and was permanently barred with no appeal.

Because I don’t take “no” for an answer, I immediately opened another Facebook account with a different email address, a placeholder account. (I later learned this is typical of teenagers: one for friends, another for family.)

The situation was frustrating, annoying and time-consuming. Was someone targeting me? Or, worse, was someone trying to steal my identity?

A few days later, I learned of the virus that targeted women—and asked them to send a copy of a government-issued I.D. to prove who they were to a “Facebook” customer support site.

Even though I got my account back, I couldn’t help questioning what was going on. How many women had given vital information about themselves to a hacker, an identity thief or worse?

Executives at Facebook said only a “small percentage” of its 500 million users were targeted, but even one percent could have been 5 million women.

Don’t get me wrong. I love connecting with the real world through the virtual one. Because I created a network of bird guides worldwide through Facebook, I not only enjoy stunning photographs daily, I know where my next big bird-watching trip will be.

Even before this latest virus, Facebook and other gargantuan social networking sites were becoming the domain of spammers, viruses and malware.

Now we have a virus that disables accounts and asks for personal identification. As far as I know, there has been no explanation of who received the identification papers. Facebook or someone else?

Ironically enough, Facebook executives announced they were creating a platform for email, etc. on the same day they had to admit there was a virus. Given the timing, perhaps Facebook itself was the target.

Being disabled from virtual friends for a few days was bad enough and cut off from the Dell Richards Publicity page for a few hours was unnerving.

But being cut off from email by a virus—with no way to phone customer support and get it fixed immediately—is my worst nightmare.

For more information, contact Dell Richards Publicity at 916. 455.4790 or visit our website at www.dellrichards.com

The little things make a big difference in customer service

In the past, when someone was unhappy with a business, they told 10 people.

Not anymore. When someone is unhappy now, they post it on facebook, twitter tons of followers, rail about it in a blog and visit a website specially designed for complaints that hundreds, if not thousands, of people see.

If you think that service has to be really bad for someone to get riled up, think again.

A series of little snafus can cause as much anger as a big one--the work order that doesn't go through, so the system crashes almost as soon as it goes up. Or the tech guy who doesn't know there will be downtime during the transition.

Or take doctors. At most offices, you sign your name and wait until called 10-15 minutes later.

The receptionist who doesn't look up, smile or even acknowledge your presence is taken for granted in healthcare.

Nevertheless, I left a dentist who ran late for one who doesn't. Quite frankly, the new dentist may not be as good as the old, but I don't care.

My time is as important as my teeth. When they say it will take 30 minutes, I can plan on spending 30 minutes there--and no more.

In the end, it's the little things that make all the difference.

For more information, please call Dell Richards Publicity at 916-455-4790 or visit our website at http://www.dellrichards.com/.

Using "personality" in your PR

I’ve been using “personality PR” for male clients for years because:
• We tend to think men are good at what they do, but we don’t trust them.
• You can only get so many stories on the same practice and services.

At the same time, I tend to push women’s expertise, whenever possible. We trust them, but we aren’t sure they're good what they do.

Unfortunately, women still have to prove themselves. By telling their story, the audience also gets to know them better.

I wasn’t sure about using personality PR for myself until recently. Once I tried it—and got a job from someone I hadn’t worked with in 10 years—I knew it worked.

Publicity has changed. With viral marketing and social networking, we no longer sell or even educate. We connect, create relationships—and invite people into our world.

To do so, we have to make that world as interesting as possible and be willing to share it.

It’s a huge change for professionals who are using to being their expertise. But, even hospitals have created ad campaigns about doctors’ hobbies and interests.

It’s a whole new world—one with less privacy, but a whole lot more fun.

For more information, check out our website at www.dellrichards.com or call us at
916. 455.4790.