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BlogdeBori: A community manager working with Web 2.0 tools

In Presentations,Uncategorized on July 9, 2010 by tecnologyantivirus Tagged: , , ,

Published by Álvaro Bohórquez, July 9, 2010

I’ve never been particularly good at describing myself, in fact I find descriptions unnecessary in most cases. At school this was the thing I most hated; I’ve always been more interested in narration, telling the facts rather than dressing up the story with endless descriptions. Perhaps that’s the reason I’ve never managed to finish a novel; they say that all journalists end up writing one. And this is what I want to get into, journalism, which is why I’m studying at the University of the Basque Country. It’s close to home, why travel if you don’t have to?

blog_de_bori__blog_lapiazza1But forgive my manners, I haven’t introduced myself yet. My name is Álvaro Bohórquez, although perhaps better known in Web circles as blogdebori (Spanish).

I’m currently immersed in a new project, called Indian Red Netgames &LAI S.L., aimed at creating games and apps, initially for iPhone. This is my new discovery and current occupation, while I’m studying. With Web 2.0 issues as they are, I have become the community manager at Indian Red. For the moment, I’m running the company’s Twitter and Facebook presence, along with the first project, iOSO, our first game. It’s straightforward, yet enjoyable at the same time, I spend much of the day on Twitter. I’m hooked on a 140-character lifestyle, in fact I think I’m going to apply this parameter to everything I say. This is an obsession that has led me to my first job on the Web.

How does a student of journalism become a community manager?
The work of a community manager is not that far removed from the work of a typical communication department, so anyone who has a general idea of how information flows work already has something in their favor. In fact running a corporate blog should be their responsibility anyway. This is where being able to write well and generate good posts comes into play. The work of a community manager is not so different from that of a journalist working in the communication department of a company.

What I most like about this profession is the craic, the great atmosphere between the people that work in it. Going from one event to another, meeting new people that can really contribute to your work is a real bonus, in contrast to staying in the office all day running your social networks. These ‘real’ events are a great meeting place for Internet professionals, and it’s another way of working, because despite what you might think, the time is not wasted, quite the opposite.

How did you get to know the Panda team?
As I’m from Bilbao it would practically be a crime not to know about Panda Security, perhaps the most famous Bilbao company in the world, even more so than Athletic Club, and that’s saying something. My experience with computers has always gone hand-in-hand with Panda’s antivirus, at least in the beginning. I remember my first computer, running under Windows 95, with the ‘Panda bear’ installed and protecting me from viruses.

Some years later, after some time in the wilderness, changing operating systems, trying different antiviruses and other such stuff, I have succumbed to Panda Cloud Antivirus, a free antivirus, fast and light, it works perfectly without slowing down my computer.

The contact with the Panda team was by chance over Twitter. I tend to put all users located in “Bilbao” or “Vizcaya” or simply “Euskadi” as followers, so when I come across people from Panda I can’t help but follow them. After that, everything was based on a warm, friendly relation across this social network, which is what it’s all about.

What caught your attention during your visit to PandaLabs?

The visit to PandaLabs was genuinely rewarding, I’d never been in a lab like this, and I was impressed. The fact that 99% of the viruses are detected automatically and the remaining 1% are processed by technicians says a lot about the extent of Panda’s databases. The idea I had was that IT labs were like in the films, loads of pale geeks, obsessed with their computers. The visit to PandaLabs made it clear that they are just normal people, with a very rewarding job.

I can say now, to quote Iker Casillas, that “I feel safe”.

How did you end up writing this blog?
I heard about the blog, I enjoy writing and I’m from Bilbao, it’s a question of symbiosis.

Moreover, Panda Security has a clear commitment to Communication 2.0, so I hope to continue collaborating with my articles and my presence at events about social networks, etc.

So, let’s talk, tell me about your experiences with 2.0 tools 🙂

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Who owns my brand?

In Presentations,Uncategorized on June 30, 2010 by tecnologyantivirus Tagged: , , , , ,

Published by Enrique Aguilera, June 30th, 2010

This is an interesting name for a post, which coming from a security company, you’d expect to talk about domain hijacking, server hacking or issues about property and brand ownership rights. However, it’s not about that, it’s about much more.

Who is the true owner of a brand, its legal owner or the people who use, enjoy and ‘support’ it?

As well as replying “it depends”, a lawyer would probably cite legal clauses -unintelligible to human beings-, enrique_aguilera_lapiazza_blog1explaining that the owner of a brand  is the person who registers it, pursues some kind of activity (commercial or not) related to the brand… all perfectly argued, of course.

Coming from a technical background yet having worked in the marketing area for many years, in my opinion, the brand owners are those who enjoy it, i.e. its ‘users’.  Companies that legally own brands are merely ‘managers’, but it is users who truly possess the brand.

It is therefore our clients/users who have the power, it is they we must listen to and talk with. That is what the new marketing paradigms are telling us.

So how can you measure your brand health?

By asking users what they think about it, and most of all by asking them ‘The Ultimate Question, would you recommend this brand to a friend?

This question is the basis for a management tool that helps determine the loyalty of users, the true brand owners. The tool is Net Promoter, which has been used by hundreds of companies for years, mostly new generation companies or companies that have adapted to new marketing.

Other market investigation methods such as the Voice of the customer (VOC) corroborate this hypothesis: brand users are its owners and they must be heard.

Henry Ford would probably be against this, as he believed brand users are little able to innovate, which is why one of his most famous quotes is: “If I’d asked my customers what they wanted, they’d have said a faster horse”.

There are also cases like Apple and its iPad. Apple has created a magic product, the Ipad, which even they don’t know what it’s for. One of their first initiatives was to ask users how and what they used the magic device for.

I have no doubts; my company manages your brand.
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I am Enrique Aguilera, a dreamer and learner, as well as a teacher, but above all, I’m enthusiastic about everything I do and say. For almost two years I have been dedicating the part of my life and heart which I don’t dedicate to my family to Panda Security, trying to help develop the Online Business Department and managing it from Panda headquarters for everyone around the world.

Twitter http://twitter.com/eaguilera

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Those times when there is nothing else to do but call Tech Support…

In Presentations on June 10, 2010 by tecnologyantivirus Tagged: , , ,

Published by Aitor Marro, June 10th 2010

“I” am a user myself, but “I” also work in a Tech Support Dept.

“I” understand perfectly well that users sometimes would rather slit their wrists that contact a call-center. It happens to me as well.

“I” have been providing technical support to users for three years now and to be honest with you, sometimes I’d rather slit my wrists too.

As you can see, life is not easy for any of the two “MEs”. However, I do believe it can be a little bit better just by following a few simple tips.

Let’s start…

  • Before you call, restart your computer. Actually, this is the first thing that I will ask you to do, so why waste time?
  • If you are experiencing some strange error with your browser or similar, just don’t call us explaining that you get a message with the word “ERROR” and some strange numbers. Write them down!  You’ll have to do it sooner or later as this is the second thing that I will ask from you…
  • Please remember that “I” can’t see what is going on on your PC. I need data, really. It is not curiosity or the desire to bother you. And finally, one important thing. I can’t always give you a straight answer right away…

forum_panda_security1

If, despite all this, you are still one of those who hate calling me, try the forum. It will probably be “ME” who is answering you, although in this case it might as well be another user. Judging from the visits we get we know it works!
Ah, one last thing.  If you don’t call me again, my two “MEs” will regret having written this post an awful lot.   ‘Cause in the end.. I can’t live without you!!!

If you have ever felt like this, either as users or support technicians, I’d love to have you share your comments with us.

Note: the source idea of this article is this one Get fantastic tech support that I hope you like.

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Aitor Marro introduces himself: I’ve been working in Panda since April 2000. I am presently the head of all the Tech Support Departments across all Panda Security subsidiaries, which gives me a global perspective of users’ support needs everywhere in the world. My passions in life are my son, my family, spending as much time as I can on the beach…and of course the Athletic de Bilbao football team

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New Panda Cloud Antivirus version 1.1 available!

In Presentations,Security on June 8, 2010 by tecnologyantivirus Tagged: , , , , ,

Published by José Manuel Bernal, June 8th 2010

My name is José Manuel Bernal and, like William Diggiglio, I am one of the Panda Cloud Antivirus forum moderators.

I have some very good news to share with you. We have made available a new version of this cloud-based, lightweight, free antivirus, the fastest detecting new threats.

panda_cloud_av_blog_lapiazzaWhat’s new at the latest Cloud Antivirus version?

The new Cloud AV version includes:

  • Behavioural blocking. Proactive, signature-less, protection against malicious actions typically used by malware. Generic blocking of malicious PDF/DOC/XLS/PPT/WMV/etc. droppers. Compatible with both 32 and 64bit Operating Systems.
  • Behavioural analysis (PRO only). Runtime analysis and blocking of running processes. Compatible with 32bits Operating Systems as well as for 32bit processes under 64bit systems.
  • Advanced configuration. Ability to turn on/off and tweak each technology and exclusions.
  • Self-protection of the AV processes and configurations.
  • Automatic upgrades (PRO only) to new engine versions and new features automatically and transparently.
  • Improved offline protection. Default deactivation of Windows Autorun.
  • USB vaccination (PRO only) Automatic vaccination of USB memory keys and hard drives.
  • Ability to run alongside other AVs and Anti-Spyware. Can now be run alongside other security tools and scanners.
  • More languages. Added 9 new languages. PCAV is now available in a total of 20 languages.

Are there two versions: free & paid?

Yes, the basic version will remain free, and those who wants to buy superior version with more features and tech support can pay for the Pro one for 29,95.

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José Manuel Bernal introduces himself: I have a degree in Computer Science and joined Panda Security as an intern just after completing my studies. I am currently working as Issues Resolution Manager. I love technology and music.

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Why do we act so differently in our virtual worlds?

In Presentations,Uncategorized on May 19, 2010 by tecnologyantivirus Tagged: , , , , , ,

Published by Darragh Kelly, May 19th 2010

Social media is being embraced by individuals and companies in all industries and internally across all company silos. Whether companies are adapting to or embracing new media correctly is up for discussion what is not however is the ever increasing use of this new media which is gradually becoming more integrated in today’s business communication processes.

So we are all, the business and individual, starting to leverage the many benefits of being connected to the masses in this new form. However, there are also other not so positive aspects to this connectivity; whilst minimal they must not be discarded.

security_lapiazza_support_blog_75

  • Anything that connects or congregates the masses has a certain element of risk and this risk must be managed. We can see this quite clearly in airports, train stations, sports stadiums, etc. In these physical spaces we can see that security is implemented to counter act the probable risks.  In these situations we can see how the officials at these physical spaces (airports,…), take these security precautions on our behalf and for the overall integrity of the environment.
  • As individuals this security is comforting, even though we may complain about long queues, etc. we understand that it is necessary. However, we also know that this security is not all inclusive. When we are in crowded areas, even though official security exists, we are always more conscious of our vulnerabilities. For the same reason we take certain precautions in order to protect ourselves. Such precautions could include making sure our bags are closed, that are wallets are in our inside jacket pockets and difficult to access. My wife, for example, will wear specific hand bags which she wears closer to her person.
  • In addition, if we see posters like “Beware of pickpocketers” we are even more cautious, this makes us recheck our personal security protocol: our wallets, money, passports, etc. and we do this almost sub consciously.

So we know that there are inherent risks in crowded areas and generally speaking we act accordingly and if we are additionally warned we will become even more cautious.

So, why then do we congregate through social media without taking any precautions? And why do we not pay any attention to the security warnings? I know that all IT security companies, including my own Panda Security, are trying to get those “posters” everywhere they can but apparently it is proving to be an uphill battle.

I am no anthropologist but I have a theory as to why this happens, and like all theories I cannot prove it and I don’t claim that it is right, it’s just my theory…in which I think the following 3 factors are part of the problem: environment, pain (cause and effect) and social fabric.

Before I go into each point above I would also mention that there is an obvious variable in this equation and that is the novelty of the threat. It is all so relatively new, we still have not been affected enough to internalize the situation as we have with other threats so I believe there is a learning curve here in which we must mature and the socialization of this information is key. However, that being said I still feel there are other factors which are not so tangible and they are as follows:

Environment:

  • Physical: In the physical crowd we are more cautious in unfamiliar spaces. This is a basic defense mechanism in which we constantly look for the known and when we do not find it we know that there is a variable of risk. The risk variable causes uncertainty and influences our actions, as such we take precautions.
  • Virtual: We congregate in our virtual worlds (networks, communities) whilst, obviously, being physically in our safe, familiar physical contexts, such as our homes or work places. As such we do not perceive the danger associated with our virtual surroundings, it gives us a false sense of security.

Pain (cause and effect):

  • I  am outside my knowledge area here, however I will try. In the physical world if you get pick pocketed this would be a horrendous ordeal for the person involved. I would imagine that this creates a feeling of personal vulnerability and sense of violation. This has never happened to me; however it is pretty clear in my mind that there are serious consequences if I am not careful. You can visualize the consequences and as such internalize what could happen.
  • In the virtual world, however, it all seems to be a lot of harmless clicks. You cannot visualize the actual attack as it is all a lot of 101110011001. Also we do not associate The negative consequences, and believe me they exist, with our actions. Our PC runs slower, Internet connection is slower, PC blocks completely. At a business level, mail servers running slow, staff complaining about IT problems etc. However, we do not have that same clear cause and effect as we mentioned in the real world, it is obviously annoying what is happening but…. these things happen, …after all its IT, right?

Trust / Social Fabric:

  • It has been seen at least in virtual gaming worlds that gamers have an instinct to trust.  The attitude of gamers in virtual online worlds is to trust and share resources and challenges with unknown strangers. I am sure this can be extrapolated to nearly all virtual networks. Personally I am more trusting in a virtual environment due to the two points mentioned before, I do not perceive danger and I see so negative consequences that could be associated with my actions.
  • I have no doubt that the socialization of these real risks will have a direct impact on the points mentioned above but it seems that progress is slow. This is a huge challenge for the entire online community as a whole and this is my small contribution to an improved understanding of the risks that are out there.

So the take away here is be informed of the risks, be aware and take the necessary precautions. This is not rocket science by the way; there are very simple steps to take which can reduce the risk dramatically.

To get informed I would recommend that you sign up to a security feed which gives updated information about IT security issues and good practical examples on what you should do to protect yourself and data. There are plenty of excellent blogs and sites out there that are endeavoring to socialize this information. I can share the ones I use.

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My name is Darragh Kelly, I am a native of Dublin but have lived in Spain since 2000. I have worked in Panda since 2001 and have been fortunate to have been able to have work in many areas within the company; QA, Tech Support, Training and shortly I will begin a new career challenge in Product Marketing. I find all forms of communication fascinating.

If you want to contact me please check out my blog http://www.darraghkelly.me or follow me on Twitter http://twitter.com/D_P_Kelly.

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We all like being treated nicely

In Presentations,Security,Uncategorized on April 22, 2010 by tecnologyantivirus Tagged: , , , ,

Posted by Yolanda Ruiz Hervas, April 22th, 2010

My friend and colleague Ana Etxebarría (head of the company’s Support Division, and responsible for this blog and many other things) has been chasing me over the last few days to get me to write something for the blog. And it’s not that I didn’t feel like it -as Head of Communications for the Panda Group I spend my time writing-, but I just felt that given the time it has taken me to actually put myself to the task, I wanted to produce something worthwhile.

yolandaruizpandasecurityInspiration finally came from an interview about innovation I recently gave at a top Spanish university. Even though the meeting was video-recorded and seemingly never-ending, it was certainly worth the effort, not just considering the amount of material I gave them for their case study, but also because it made me think a great deal about innovation and differentiation.

Yet first let me talk a little bit about our company, just for the sake of contextualizing the issue for the subsequent sections of the post… so, please keep reading.

As many of you already know, Panda Security is celebrating its 20th anniversary, something that unfortunately not all technology companies manage to do. The IT sector evolves so quickly that you need considerable vision to stay in the market and grow, something our company has been doing since the very beginning. However, Panda has gone one step further: it has managed to grow while setting itself apart from other companies by developing world-renowned, cutting-edge technologies.

When, during the interview, I was asked about Panda’s differentiation strategy, I immediately pointed out the company’s ground-breaking innovation in all fields and the vision of the Panda team in taking often unknown paths that are eventually followed by other companies… Then, when asked about the keys to the company’s success, I mentioned a few -leaving the most important one until last-: the list is topped by technology, the result of our innovation effort; then, the maximum protection we offer to our clients thanks to cutting-edge solutions that adapt to the market needs, etc. But especially, excellent customer care.

The people from the university stared at me, nodding and saying that even though they had interviewed many people from some top companies, none of them had mentioned this aspect as a key to success. That’s strange, as most of us follow recommendations when buying things, and many of those recommendations are based on the way companies treat clients.  Many studies demonstrate that getting a new client is much more expensive than keeping a current one. Actually, keeping current clients is not so difficult. It does require, however, for the team of professionals dealing with this to put all their know-how into practice so that every client feels like they are being taken care of at all times.

In our case, this is even more evident. Do you know any software that is completely error free?  It just doesn’t exist. Do you know any security software with 100% reliability? We always say that 100% security doesn’t exist. What can you ask then from a security system installed on your computer? Well, you should obviously ask it to protect you of course, but it should also help you resolve any question or problem you might have as quickly, effectively and ‘nicely’ as possible. We all like being treated nicely.

support_community_panda_security

And this is what I wanted to get to: in every company, a good Customer Care department is as important as any other department. This is precisely what Ana does day in and day out, as the leader of a team of hundreds of technicians all over the world:  resolving our clients’ queries with the best know-how and always with a smile. This is no simple task, believe me: We have clients in 195 countries, with the complexity this entails regarding different time zones, cultures, languages… Our client profile ranges from home users without technical knowledge to highly specialized corporate users, partners of all kinds…

And to make matters even more complicated, the Support and Customer Care departments operate a service via email, the Web, online forums, Twitter, Facebook and other social networking sites… I don’t want to bore you, just give you a glimpse into the day-to-day activities of the team. Always with a smile on their face.

Thank you all for making our life easier and contributing so much to the company’s success.

Yolanda Ruiz Hervas introduces herself  “I have worked in Panda Security Group as  Communication Manager since joining the company in 2001. Also, I confess I am passionate about technology, my work, motorbikes and cars and good company (and not in order). ‘Carpe Diem!’ is my motto. You can contact me on http://twitter.com/yolandaruiz or  yolanda.ruiz@pandasecurity.com

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I have finally learnt to love my Antivirus and it’s reciprocal

In Presentations,Security on April 20, 2010 by tecnologyantivirus Tagged: , , , , ,

Posted by Mikel Gómez Urkijo, April 20th, 2010

I don’t work in the computer world and my technical knowledge of these machines is close to zero. Yes, I’ve been working with computers my whole life, I even had a Sinclair Spectrum and then those 286, 386,etc… dinosaurs, but how they work is a mystery to me (as a telephone or a TV, for instance). I just like to turn it on and do its job, which is mainly navigating on the Internet. And I want to do it on a safe way, even if, surely by mistake, one of those web sites with barely dressed humans appears on screen. Now that I have kids, it’s also of utter importance to prevent them to navigate on the many menacing web pages that have invaded the Internet. So I’ve always had an antivirus installed (yes, the one with the little bear face on the bottom right).

blog_soporte_pandasecurityI have to admit that the first ones were not that easy to install and I had a number of problems, mainly due to:

* My firewalls and their mutual hate.

* Having other previous versions installed and not totally uninstalled

* My love for deletion of basic files in the registry for the correct working of a computer

* The fact that some programmers may have thought that I was a computer geek when developing their AV.

Well, I have learnt to keep my hands off the computer registry and programmers have developed user friendly versions. I feel now at ease installing my antivirus and forgetting about everything. I wanted a smiling bear face at the bottom right, telling me that everything was fine and under close control, that the computer speed would not be affected and that pop-up messages would not interfere in my navigation. It took some versions to get used to and understand each other, but what I have now is just what I was expecting. And coming for a computer illiterate as myself, as most of average users are, it’s the best that can be said about a product.

Mikel Gómez Urkijo introduces himself  “I like (and not in order) reading, iberian ham, biking, visiting new places, surfing on the net and playing with my kids. I also have a couple of blogs in English, www.mugalari.wordpress.com and www.blogseitb.us/basquetourism, on the off the beaten path places in the Basque Country that I like. And I sometimes tweet on http://twitter.com/mugalari