Tag Archives: comedy

Global Blacklisting Results in Undeliverable Email

Yesterday (August 22nd, 2013) a massive number of IP addresses used for email gateways on virtually every webhost in the world became blacklisted on multiple networks.  This resulted in a global inability for email to be received (any time the email originated from one of the blacklisted IPs and was “received” on one of the blacklisting networks). The issue is on-going at the time of this writing, and some customers are still being affected at this moment, however HostGator was one of the first companies to successfully mitigate the situation and we have since been assisting other companies with this issue.  As it stands, we are presently working to now get our IPs removed from the blacklists and restore full worldwide email deliverability from our network. This situation resulted from a combination of multiple factors stretching back a few months.  Before we explain the circumstances, we want to once again stress the importance of keeping all scripts on all hosting accounts updated.  Failure to update scripts, as well as  not exercising basic security practices, is what allows situations like this to continue to occur.  An out-dated script on a hosting account is akin to an unlocked car left in a parking lot… it’s an invitation for maliciousness by unscrupulous individuals. Unlike the situation back in April that affected WordPress , this time the target was Joomla.  Back in May, there was a string of exploits against known vulnerabilities in Joomla.  These vulnerabilities, related to a component called JCE, had been previously addressed via certain mod_sec rules.  However, a workaround was discovered that allowed malware to be installed, and later activated, to allow the uploading and execution of mailing scripts. These mailing scripts were activated en masse yesterday, beginning a massive spamming campaign resulting in the blacklisting of email gateway IPs worldwide.  One of the largest networks with users reporting issues initially was AOL, resulting in us creating this forum post . As with all issues of this nature, there are lessons to be learned.  The most important lesson here is to (again) keep all scripts on your hosting account up-to-date.  Most scripts have a one-click feature to update them anytime a new version is released.  Keeping scripts up-to-date is paramount in ensuring a secure hosting account. HostGator has now added additional monitoring capability to our systems which will alert us to situations like this even faster than yesterday.  Our work in on-going, though we should have the majority of the blocks resolved by tomorrow (spam lists move slow, with good reason).  But remember, there is no better way to keep your car safe than to lock it.  Please take this moment to log into your hosting script back-ends and ensure they are up-to-date.  Don’t give the bad guys an open door to walk through. Continue reading

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HostGator Visits The Houston Food Bank

The entire HostGator training staff recently took a day off from training and instead spent it volunteering at The Houston Food Bank , which was founded in 1982 and provides food and other products to more than 500 hunger relief agencies in southeast Texas. The Houston Food Bank is the nation’s largest-size Feeding America food bank, operating in an impressive 308,000 square foot facility. Before we could begin, an orientation was necessary to ensure we knew exactly what and how we were to accomplish the day’s work. Having now been oriented, it was time to get down to work.  Although, in the case of Jorge here, work highly consists of photobombing. As work continued for the vast majority of the staff, Jorge continued to excel at his particular style of “work.” The day ended successfully, and we want to sincerely thank The Houston Food Bank for the opportunity!  If you are in the Houston area and would like to volunteer, please find the information here .  When you do volunteer, be sure to wear closed-toe shoes.  One of our staff, who shall remain nameless (*cough*David*cough*) had to borrow a mis-matched pair of shoes from the food bank in order to work. Fortunately, for the aforementioned un-named Gator (*sneeze*DAVID!*sneeze*), mis-matched grey is the new black.  Thank you again to The Houston Food Bank for the opportunity to have volunteered for the day. Continue reading

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Keep it Classy: How to Handle Negative Social Mentions

Social media is a powerful tool for engaging your customers, but it can also be a double-edged sword. Web 2.0 has largely put the fate of businesses’ reputations in the hands of the consumers. Arizona restaurant Amy’s Baking Company learned this the hard way when they engaged in perhaps the most out-of-control brand meltdown in Facebook history. Take some cues from the fiery owners of Amy’s so that you know what not to do in response to negative social mentions.   What NOT to Do Never reply in all caps The owners, Amy and Samy, posted quite a few of their status updates in all caps, no doubt to add emphasis. This is basic online etiquette and should go without saying, but on the internet, typing in all caps is considered shouting. Not only that, but readers don’t take you seriously when you do it. You don’t need to add extra emphasis to your message. Let the words carry themselves. Do not reply to everyone Amy’s Baking Company quickly gained popularity on Reddit when a member posted a video of the restaurant when it was featured on Ramsay’s Kitchen Nightmares. The video drew a slew of comments, which the owners drew attention to on Facebook. This in turn drew a slew of Facebook comments, which drew more responses from the owners. You can see how this can escalate quickly. Not all negative comments warrant a response. Do not name call The owners called respondents names like “idiots,” “little kids,” and even went so far as to use profanity in their Facebook updates. This should also go without saying, but don’t call your customers names. Even if they insult your product, insult your wife, and question your parenting abilities, just don’t do it. Leave out your personal views The Amy’s rants contained quite a few uncomfortable comments about religion. Your goal should be to resolve the problem, not to have a rousing debate or convince others of your beliefs. Even if the customer is the one trying to engage you in discussions about religion or politics, stick to the issue at hand. Do not engage in public arguments As Amy and Samy have proven, public disputes tend to draw attention. You don’t want your customers to see you as unprofessional and combative. Avoid hashing out disagreements for all of your followers to see. Do not blame the customer Samy ended one status update in which he was defending the restaurant’s prices with “Do not blame us because you cannot afford quality.” Even if the customer is scathing in their rebuke of your practices, avoiding putting the blame back on them. You don’t want to come off as a business owner who responds to criticism by avoiding responsibility. Do not go on television and behave badly Viral video is real. If ever your business is featured on television, put your best face forward and avoid unprofessional behavior. Otherwise, you could find yourself with more negative social mentions than you can handle.   What to Do Instead Reply with empathy Put yourself in your customer’s shoes and try to understand why they’re upset. Try to imagine how you would want a business owner to respond in that situation. Ask questions Amy and Samy are also notorious for their indignant replies to negative restaurant reviews on Yelp. Instead of being defensive, try to clarify on the situation and why the customer is unhappy. This also shows that you’re serious about getting the issue resolved. Stay professional Avoid injecting your personal opinions and beliefs into the conversation. Make the goal to resolve the conflict at hand, not to win an argument. Hold conversations privately Instead of handling the negative mention in the comments section, invite the customer to call or email your customer support department. If necessary, encourage them to contact you directly. Moderate your social media Trolls do exist. Just because someone is dissatisfied with your business doesn’t give them permission to post spam and flame your Facebook page. Create a social media policy, make it available to the public, and boot those who violate it. Take advantage of constructive criticism Sometimes a customer’s negative social mention can help you to improve your products and services for the future. Use feedback to your advantage when it is constructive instead of dismissing it. Apologize when needed Never act too big to apologize if the problem was on your end. A simple apology can do a lot to diffuse the situation.   For the most part, social media is meant to yield positive results for businesses. However, as in the real world, businesses should be prepared to deal with unhappy customers from time to time. This isn’t always a bad thing. Constructive feedback can help you improve your business in the future. As for destructive feedback, you can always hit the block button. Continue reading

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Google Issues New Info on Backlinks: Is Your Site Safe?

Backlinking is somewhat of a touchy subject in search engine optimization, especially since Google launched its much-publicized crack down on blackhat SEO last year. The search leader encourages a “proceed with caution” approach when it comes to backlinking, and understandably so, given the history that Google and backlinking have with each other. Last month, Search Engine Journal published a story on Google’s recent cautioning on using unnatural backlinks, particularly in “advertorials,” massive guest posting, and optimized anchor text in press releases.   A Brief History of SEO Back in the “Wild West” of the internet age – the mid 1990s – websites started popping up faster than people could keep up with them. Search engines were invented to help web users find what they wanted quickly and efficiently. Back then, all a webmaster had to do to get his or her site indexed was to submit their URL to a search engine. A spider would be sent out to crawl the website, searching for any and all outgoing links as well as relevant keywords to report back to the search engine for indexing. Eventually, people started to see the value in getting higher up in search results, and the term “search engine optimization” was coined. Since search engine algorithms relied so heavily on backlinks and keyword density, people began to come up with all sorts of ways to trick the system. One notably underhanded technique was the use of link farms. Link farms were networks of websites created with the sole purpose of hosting backlinks. Webmasters and internet marketers would commonly buy and trade backlink space. Search engines responded to such tactics by developing more complex algorithms to determine the relevance of a website. Google PageRank is one such example. While employing PageRank brought some much needed order to things, Google’s subsequent algorithm updates were what made the biggest difference. In 2011, Google released the Panda algorithm update, which lowered the ranking of low-quality websites. In 2012, Google unleashed the Penguin update to penalize websites that violated Google’s webmaster guidelines. Recently, changes made to Google’s Webmaster Guidelines provides even more insight into how Google is continuing to work on creating an environment in which natural backlinking is rewarded and unnatural backlinking is penalized.  Specifically, the changes addressed concerns about guest posting, article directory marketing, advertorials and more.   How Much Guest Posting is Too Much? In its recent update, Google didn’t specify how often a blogger should or shouldn’t guest post. A better approach would be to consider the reasons for the guest posting. To clarify, Matthew Cutts, Google’s Head of Webspam, released a video on the topic in October of last year. Basically, he says that there is a difference between guest blogging to add value to a blog and guest blogging to get backlinks. Generally, tactics like spinning and distributing the same blog post to multiple websites for the sake of backlinks is a no-no. Cutts advised to use the rel=nofollow attribute for backlinks included in guest blog posts.   What is “Rel=nofollow?” “Rel=nofollow” is an HTML tag used in links to tell a web crawler not to crawl that particular link. It was originally developed to discourage spammy blog comments. When you use this attribute, the backlink won’t count toward PageRank. You’re essentially saying that the link is for human eyes only, not for search engine consideration.   Backlinking from Advertorials Advertorials, also know as native content, is content containing backlinks that a company pays a webmaster to publish. In essence, this is paying for backlinks, and it’s also an SEO no-no. The reason is two-fold: It’s misleading to the reader, and It’s misleading to Google, which has always used “editorial votes” as a way to rank websites. If a piece of content is an advertorial, it’s best to disclose this, and also use the nofollow attribute for outgoing links. Again, not using the attribute could work against you.   Optimized Anchor Text in Press Releases Optimized anchor text is anchor text that includes keywords that you want to rank for. Google considers “links with optimized anchor text in articles or press releases distributed on other sites” to be in violation of their webmaster guidelines. Since the links within the press release or article aren’t a true indication of your website’s relevance or popularity, make sure you nofollow them. What all comes down to is this: It’s fine to use online content as a promotional tool, but you should use the nofollow attribute if you’re using backlinks in said content. Backlinks within your content should only be used to drive readers to your website, and if the readers like your content, hopefully they’ll link to it themselves. Yes, it sounds like a long workaround, but anyone in search marketing will tell you that building a great online reputation takes time. Ultimately, your goal should be to get your readers to like you. If readers like you, then they will leave a trail back to you for search engines to follow creating an optimum SEO experience without the manipulation that Google loves to penalize. Continue reading

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Infographic: The Secret Art of Digital Marketing

Properly marketing something in the digital realm can seem elusive and mysterious.  There’s multiple avenues that must be simultaneously tracked and measured in order to ensure you are doing an optimal job, and getting the most bang for your buck.  The following infographic reveals The Secret Art of Digital Marketing: Click image to see a larger version The Secret Art of Digital Marketing via HostGator Continue reading

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