As anyone can tell you, customer service is everything. It's a sentiment that all too often today has become a cliche. But, I founded Dovetail on the desire to work as a partner with our clients. In fact one of our core values is wrapped around that very concept.

I recall seeing one of those office inspirational posters that said "Relationships take a lifetime to build and a moment to lose." I'm paraphrasing, but the statement is very true, and very powerful.

At Dovetail, one of the key ways we differentiate our products is by the myriad of complementary services we bring to the table. I've always known that without one, the other would be neither as potent nor appealing. And while we've never lost site of that, I have to say candidly, that over the year's there have been times when we've done a better job than others when it comes to service.

My goal, then with this post and those to follow is to openly discuss some of our challenges; both successes and failures. How we intend to learn from them, and ensure that you receive the service that keeps you coming back, that allows you to trust your company's vision with ours.

I promise therefore, our best effort... always; open communication as quickly as possible; and a true spirit of cooperation to achieve your goals.

Thanks for reading, and be sure to check back.

My blogging is not intended to be a one-way conversation, I encourage you to post comments as we go. I'll respond to each and every one publicly, right here.

-- Mike

Today, while you were quietly doing your job, living your life, maybe surfing the web you were most likely completely unaware that the single largest security patch effort in history was underway. It was revealed today that a serious flaw exists in all Domain Name System (DNS) servers. This flaw, which has been explained to be present since the earliest versions of the DNS protocol, could allow an unauthorized person to gain access to unique DNS information and effect a change to the server's DNS records. As a result a DNS poisoning would be in effect and the malicious entity could redirect traffic to alternate web sites.

Here's a link to the notification we saw today from US CERT.

Here's how it could have impacted you. For example someone could visit cnn.com and actually be redirected to some other site. A good hacker would make the alternate site a dead ringer for the original except perhaps ask for personal information. Imagine visiting your online banking site only to find out that you gave your personal information to an unknown person. That's the risk potential.

This flaw was discovered by Dan Kaminsky, the director of penetration testing for IOActive. Department of Homeland Security became involved and coordinated along with Kaminsky an unprecedented sharing of information with DNS vendors ensuring that a unified patch effort could be established. Those patches began rolling out as early as April, but this week, Microsoft included patches in yesterday's update cycle.

Currently the details on the flaw and how to abuse it are being held in tightest confidence by DIH, Kaminsky and the vendors, but a details are expected to be revealed during the Black Hat Security Conference in August.

For our part, Dovetail was alerted early today about the flaw and our Team is actively applying the patches to all of its systems.

This story is significant on so many fronts, but I think mainly because of the potential wide reaching havoc if the flaw had been discovered by someone else. Or if the coordinated effort failed, who knows, today could have been the day the Internet stood still.

-- Mike

Many people experience a bit of a slowdown this week. As vacations hit a peak, and Fourth of July weekend events take a bit of time to recover from, you may find that the phone is ringing a bit less and your to-do list isn't quite as out of control.

You may naturally feel like sitting back a little yourself, but this is a great time to take advantage of a little available time and take stock of your web goals.

So here's a few suggestions on the top 5 things to look at.

1. Design - Take a hard look at your website's design and branding. Is it still in sync with your overall efforts? If not, make a list of the top 5 things you'd like to address.
    
2. Navigation - Pretend you know nothing about your company and start a web visit. Can you easily navigate  your site? Is it intuitive? Are you reaching the pages you want your visitors to find? If not, make a bullet list of the top 5 areas in order of importance and then think about how you can re-tool your navigation to help people get there.
    
3. News - Remember we don't call these items "Olds" so why is your newest item so old? Take 10 minutes and jot down 5 recent newsworthy items. These could include new hires, new offerings, a new location, a trade show you're attending, anything can be news. Take the time to make it newsworthy.
    
4. Use - How are people using your site? How would people like to interact with your company's web site? Pick up the phone and call 5 customers and ask them. And pick ones that you aren't as likely to talk to on a day to day basis. Not only will you be less likely to know exactly what they are going to say, but you may just convert the call into a sales opportunity.
    
5. Explore - Choose 5 websites that you enjoy, or find to be well done. Explore them. Understand why you feel these sites are winners. Make a list of these features and ask if you may be able to emulate them in some way.

Give my top 5 a try, but remember you should work this exercise into your routine once a quarter to maximize your web site's success.

-- Mike

If you read my post from earlier this week you know I had a quandary. I was trying to post status updates to Twitter, Facebook and LinkedIn at once.

So I posted a question to LinkedIn and sure enough got several responses. Two folks suggested a site called www.ping.fm. The service does just what many others said I could do, write an application to link to their API's and post at once. Of course, thanks to Mike from LinkedIn, I don't have to.

Want to check out ping.fm yourself, it's in beta so you'll need an invite code. So go to the signup form and use the code "pingyoulater" to get in.

Enjoy. And Happy 4th everybody!

-- Mike

As I was going through my mail yesterday after returning from a week away, I was skimming through the Worcester Business Journal and saw an article by Christina Davis called "An Editor Gets Hooked On LinkedIn." It was pretty much a primer, a business persons course in Online Social Networking 101. And as I read it I can't say I learned anything new but it was intriguing none the less. I've had a LinkedIn account for about 5 years now, and it laid dormant for about 4 of them, but in the last year I've been slowly building a network.

But the thing that's frustrating about the suggestions in the article were that one of the people interviewed talked about how important it is to keep your status up to date; to tell everyone what you're doing every day. Sounds great, but I also have fledgling profiles on Facebook and Twitter as well, so who's micro-blog is best? I don't want to, and really can't practically update all three together. I can't seem to get them to read off each other's RSS feeds and I've only downloaded one of their plug-ins for my Blackberry. So do I have to choose one network?

I think I'll post a message to my LinkedIn network and see if anyone has any suggestions...

-- Mike