Posts Tagged ‘Community’


How web 2.0 are you?

In Tech Support Tutorials,Uncategorized on February 9, 2012 by tecnologyantivirus Tagged: , , ,

Published by Leyre Velasco

A couple of years ago we explained how Technical Support had evolved and adapted to the web 2.0 trends. The term Web 2.0 is associated with web applications which facilitate interactive exchange of information, data sharing, and collaboration on the world wide web. It is thought to have been coined after a conference held by O´Reilly Media in 2004. The web 2.0 philosophy promotes web-based communities, hosted services, web applications, social-networking sites, video-sharing sites, wikis, blogs, not to mention social networks aimed at various sociological profiles.

Companies are more and more implementing community knowledge bases enabling users to solve product and customer service issues on their own. In Panda Security, we are particularly sensitive to this issue and have deviced additional means of Support such as forums, multimedia tutorials, blogs, etc. Check out the Homeusers Support website for proof! The Panda Security International Technical Support Forum for example, enables not only moderators, but users to directly help one another.

These new sources improve the quality of support as massive feedback is obtained directly from the users themselves. Community knowledge bases create smarter, more informed customers and users. Content can be authored by both internal and external resources providing a rich source of information relating to the company’s products and services. What´s more, collaboration is a key issue: It improves decision-making, and enables knowledge workers to meet mission objectives with the best information available. However, for an average user, technology in this regard may have already gone too far, and the user finds himself not really prepared to face the trend in technology, some users even questioning the validity of all these tools.

So, before web 3.0, the natural evolution of web 2.0, spreads, let´s test how web 2.0 you are!!  Simply fill in this quiz on social media and web 2.0 by Quizible and check how many of the 32 icons you recognize!!

Which form of interactive 2.0 means do you prefer? Blogs? Forums?Social networks?



Kids and technologies: 6 basic tips to bear in mind

In Security,Teenagers,Uncategorized on January 3, 2012 by tecnologyantivirus Tagged: , , , , , , ,

Published by Ana Etxebarria

Continuing our series of articles on children and new technologies, today we give you some simple tips to make sure your children stay safe on the Internet.

Last week I posted an article describing two different approaches to parenting in the digital age: controlling and permissive; and despite I am clearly in favor of the latter approach, I am also aware that you cannot lower your guard when dealing with Internet risks.

I still believe that interaction on the Internet is not very different from real-world interaction, and people who manage well in real life do at least equally well in the virtual world. In any event, I must admit the online world may pose additional risks due to the Internet’s immunity and anonymity.

How can you help your children deal with that threat?

  1. Just as you know about your children’s friends, you better also know who your child contacts on the Internet.
  2. Keep an eye on how much time your children spend online, including other points of Internet access too, like smartphones and gaming consoles.
  3. Just as you teach your children never to talk to strangers or accept gifts from them, remind them never to physically meet anyone they’ve only become friends with online. If they decide to meet a cyber-friend in person, go with them.
  4. Talk to kids about the types of information they post online and how it can impact their reputation and future. Kids can unknowingly give out personal details about their life that could be maliciously used… And embarrassing and inappropriate photos and comments can stay with you forever.
  5. Teach them to be cautious with giving too much personal information, such as their location, their parents’ working hours, hobbies, etc. The less potential ‘unfriends’, the better.
  6. As Facebook makes frequent changes to its privacty policy, it is a good idea to sit with your kids and check out their online profiles with them. Pay special attention to their privacy settings and which messages, photos and personal details are accesible to whom.

Are you comfortable monitoring your child’s online world? What are your family’s technology ground rules?


Twitter Etiquette

In Twitter,Uncategorized on November 23, 2011 by tecnologyantivirus Tagged: , , ,

Posted by Leyre Velasco

As we have previously said in many posts, social networks enable communication among millions of users from around the globe. And, just like any form of communication, the Internet is a community that has its own form of etiquette. In my own case, I just have to look at how my Facebook friends or the people I follow on Twitter behave to know how to act, as it is users themselves that have made these rules.

Today, we’ll help you avoid the biggest etiquette pitfalls with these tips:

  1. Thank people for their retweets. On Twitter, a ‘retweet’ (or RT) is a previously tweeted message that you share with your followers. It is important to thank for RTs on social media. There are several ways to thank someone for a retweet, and some of them are really funny, as you can see in the following article: 30 Ways to Say Thank You for a Re-Tweet.
  2. Use #FF: On Twitter, keywords are preceded by # symbols (or hashtags). If you tag a user name and then the hashtag #FF or Follow Friday, you are signaling to your followers that you endorse those people and they are worth being followed. Now, if someone has included you in a #FF list, you should give them a #FF recommendation as well, thank them for doing so, or both.
  3. Attempting to follow someone and then unfollow them before they can follow you is considered rude.
  4. Don’t ask your friends for a RT of your tweets. Retweeting a message should be a personal option. If someone likes your tweets, they will retweet them, don’t worry.
  5. Don’t use Twitter to promote yourself. Some people only tweet their own blog posts or use Twitter for their own professional gain only.
  6. Avoid bombarding your followers with tweets that will flood their timeline. Even if you think your tweets are irresistible…

Well, these have been a few tips on Twitter etiquette. I must admit I don’t always follow them and it is not out of rudeness, as I am truly convinced of the value of good manners, but sometimes I don’t have as much time as I’d like to fulfill the protocol to return mentions, retweets or follow fridays. And on the social networks just like outside the net, I don’t think an untimely response is considered good manners 😉

How do you act on the Web?


Parents help underage children lie to get on Facebook

In Uncategorized on November 16, 2011 by tecnologyantivirus Tagged: , ,

Published by Ana Etxebarria, November 2011

I have recently read an article claiming that millions of preteens have signed up for Facebook, as indicated by a recent survey carried out in the US which showed that parents actually helped them lie to do it. I have 4 kids under age 12 and all of them have Facebook accounts, so I feel very much related to this issue.

Facebook sets the minimum age for using its service at 13 to comply with US federal laws that protect children’s online privacy.

However, a new survey from Microsoft and such top universities as Berkeley and Harvard has found that half of all parents with 12-year-olds and 1 in 5 parents of 10-year-olds knew their kids were using Facebook.

Asked how the children signed up for the service, thus violating the site’s terms of service, nearly 7 in 10 parents admitted they helped their kids set up the accounts.
The survey, conducted by Harris Interactive, drew from a random sampling of 1,007 parents with children ages 10 to 14.

The survey comes amid a debate over children’s online privacy protection in a new era of mobile apps and other technologies. Consumer reports recently reported that 7 million underage users were on Facebook.

Do age limits for Internet services really stop children from using age-restricted sites? Should companies be allowed flexibility to experiment with new services and technologies without new regulations?

Most parents, me included, want our kids online as early as possible. We don’t want to be told how to be a parent. We want our children to be part of the digital world and be able to communicate with relatives and friends using current technology tools.

But, what do privacy advocates say? Well, they say that parents are not fully aware of what data is being collected about their children. If parents knew that sites such as Facebook collect information to deliver customized ads, they would be more cautious. This is total nonsense in my opinion. Or is that TV stations don’t bombard our kids with advertising in children’s networks?

Now, the question is: Is it really good for Facebook to have those underage users illegally? Well it must be, otherwise they would do something about it.

What do you think?


Customer Experience for 2012

In Security,Uncategorized on November 3, 2011 by tecnologyantivirus Tagged: ,

Published by Ana Etxebarria, November 2011

Customer experiences are on the brink of a new era. Web sites have become critical to influencing decision making and building a stronger relationship between the brand and the end-customer. And already the sheer number of devices consumers have at their disposal – and the types of interactions they expect- quickly make today’s “be4st practice” tomorrow’s old news.

Let’s have a brief look at some impressive figures provided by Gartner:

  • 30 billion pieces of content were added to Facebook this past month.
  • Worldwide IP traffic will quadruple by 2015.
  • More than two billion videos were watched on YouTube … yesterday.
  • The average teenager sends 4,762 text messages per month.
  • 32 billion searches were performed last month … on Twitter.

So, the question is, how is Social Media paving the way for the future of Customer Service & Support Centers?

Like in the majority of areas within an organization, social media is changing the way customer interacts with the software vendor.

YouTube, Facebook, Twitter, blogs, etc. have taken the CRM world by storm and now it is a business norm to interact with customers in real time utilizing this modern technology. Customers that follow companies on social networking sites expect that we will be able to get a fast response. If that need for a response is not met, this has the potential to escalate into increased complaints on social networks and a poor public impression of a company. If customers are pleased with companies, however, they can also use Facebook or Twitter to praise those companies, leading to a more positive public perception.

Panda has already an official Twitter account for Technical Support and Customer Service @PandaTechSup and a Facebook fan page: In 2012, we can expect to have to do more customer service online and dedicate resources to staying on top of online commentary and responding to it in a timely manner. The old saying, “the customer is always right” is more important than ever in a competitive and difficult economy. Customer loyalty and satisfaction is a key component to any organization’s success and bottom line.


Social networking safety tips

In Security,Uncategorized on October 21, 2011 by tecnologyantivirus Tagged: , ,

Written by Benjamín Kroitoro, October 2011

At La Piazza we are always committed to giving you the best advice on how to protect yourself from the dangers of social networks and the Internet.

On this occasion, we are giving you a summary of the article published by Benjamín Kroitoro, General Manager of Panda Mexico, in the PC World Mexico magazine

Social networks are fantastic. They allow you to interact with old friends, meet new ones, stay in touch with people from all over the world… but they can also pose serious risks and dangers.
Avoid risks and enjoy social networking sites by following these simple tips:

  • Don’t share sensitive personal information: your phone number, your address or other private information. 
  • Just as you wouldn’t accept a gift from a complete stranger on the street, don’t accept files or anything else you might be offered by email, on the Internet or social networking sites
  • If you have been using email for any length of time, I am sure at some point you have probably received a message from a friend with a text similar to “Just saw this picture of yours. It’s so funny!”. The best thing to do is make sure that the email you have received is legitimate. Ask your friend whether they have actually sent you the message before opening it.
  • Never accept to be friends with people you don’t know. Avoid chatting with strangers. 
  • If you are using a shared computer, make sure you log off completely from any programs you have accessed using a user name and a password. Otherwise, other users could easily access your professional, Facebook or Twitter profiles, etc., get private information like addresses, account numbers or passwords and use them to steal money from you or carry out other malicious activities.  

This may seem a bit repetitive, but remember, prevention is better than cure 🙂

For more tips like these, go to the ‘Internet in Safe Hands’ campaign website:

Read the full article here (in Spanish): Consejos de seguridad para las redes sociales.


Take charge of your online reputation

In Security,Uncategorized on September 28, 2011 by tecnologyantivirus Tagged: , ,

Published by Blanca Carton, September 2011

In the past, looking for a job basically involved checking out the classified ads in the local newspaper or handing your resume out to relatives and friends in case any of them knew of a job you could fill. Today, in addition to this, you must also post your resume on the top job sites: InfoJobs (, Monster (, LinkedIn (,… 

Companies turn to these sites to select candidates quickly and easily. During the selection process they gather both ‘traditional’ information on applicants (education, work experience, etc) and also data regarding their online reputation. 

Bear in mind that “First impressions are now shaped by the digital footprint you leave online, long before you meet someone in person”. “When you consider search engines are the first place people go to search for information, you can see that understanding your online reputation, as well as the techniques to protect, manage and enhance it has never been more important” (source: Ben Cotton “5 basic things you should be doing to manage your online reputation”).

Just like in real life, your online reputation will follow you everywhere, for good or bad: the way you interact on the Web with companies, teachers, students, friends, relatives…, your posts and tweets (your interests, what you share and who you share it with), etc.

What are the conclusions that a recruitment agency tracking you online might reach? Maybe you want companies interested in hiring you to see that you are someone who likes solving problems, researching or sharing information, etc.

Having a good professional online reputation will work in your favor. Keep protecting it. If, however, you have spent all these years posting inappropriate comments, photos or content, don’t sweat it, you can still restore it.  

Here are some basic tips to manage your online reputation:

Understand your current online reputation

  • Discover what websites the Internet equates with you. Begin with a simple search of Google, Bing or Yahoo for your name. Don’t just look for your first name and last name. Enter your first and last name, the + symbol and the place you study or work at… You can also perform searches on people search engines, like or for more information.
  • If, during your search, you discover that your identity has been stolen without your knowledge, report it. It is a crime.
  • Remember that in order to prevent identity theft you must keep a good antivirus installed on your PC. Don’t forget this when you surf the Web or interact on social networks.
  • If, once you have analyzed the results, you realize that you need to clean up your online reputation, you can request to cancel inactive or inappropriate profiles, delete certain content or hire the services of a company specialized in cleaning up online profiles. Wipe the slate clean as they say.

What to do next:

  1. Don’t lie. When you are interacting with people online, be honest and never pretend to be someone else.
  2. Keep your ‘professional’ identity (sites dealing with your professional life) separate from your ‘personal’ identity (sites where you interact with friends, etc in a more relaxed way).
  3. Pay attention to your privacy settings on the different sites (LinkedIn, Facebook, or Twitter). Set proper restrictions and permissions. Bear in mind that anything you post on the Internet with public permissions will be immediately made public for everybody to see.
  4. Take part in social media regularly and create constructive content (blogs, podcasts, videos or photo albums). This will improve your reputation in recruiters’ eyes, as they will see that these contents take planning, creativity and compromise.
  5. Finally, monitor how often your name is mentioned on the Web. How? You can use free tools like Google Alerts. This tool will send you an email whenever your name is mentioned on the Internet.

I hope you find these tips useful to avoid any nasty surprises with your online reputation :-).