Ev’s entire talk is below, but I want to explain a bit about why I, Kristi, and all of us really at Fresh ID, are more excited about Twitter than ever before. First of all, there’ve been some grumblings and murmerings because Twitter is starting to do things it feels it must, like buy or partner with mobile phone developers to make official Twitter clients for various, oft-used smartphones (such as iPhone, Droid and Blackberry.) If you watch Ev’s talk you’ll see why they’re doing this – there’s an awesome clip of a real user experience of a woman trying to find a Twitter app in the iPhone App Store. It thrills us, as user experience people, that Twitter’s doing this kind of real-world research.

But the reason why we feel excited, despite learning we are going to have to make product architecture changes as every app must use oauth and not store Twitter account data as of June 2010, is because of the number of announcements and steps they have taken that show REAL caring for the Twitter ecosystem and all of the millions of people that make up our Twitter community of users, developers, stakeholders and their own company employees. Twitter aims to grow to hundreds of millions of users, creating significant opportunities for us all. Ev made it clear throughout the week, that Twitter is not looking to take out third-party apps, but they need to do what they must for new and existing users and and rather than rehash their features or worry about what they’re doing, we as developers and marketers and entreprenuers need to step up and use their tools to innovate, not imitate. And they are in the process of giving us MORE tools than ever. http://dev.twitter.com was launched during the conference and they are just beginning to give us api’s for virtually everything they do, and in some cases with less limits and better results (something called user streams.) They’re doing this for themselves and the third-party apps, to enable greater creativity and more exploration of what we can do with the base architecture.

We set up a Twitterface page at the last minute, and you can still see tons of tweets from people who attended the conference and people with questions. I encourage you to check it out and watch Ev’s talk there, or below. There are some more great links below about the content and news that’s come out of Chirp, so you might want to check those out too.

• Watch all the recorded videos from the Chirp conference at Justin.tv
• Watch our developer Joe Taylor talk about changes we’re making with our product from the conference (about 5 min. in)
• Crib sheet for what happened at Chirp
• Ryan Sarver (director of Twitter’s api platform) Talks Developer Happiness
• Music from the conference (seriously awesome mix)

If I missed any great coverage, please leave it in the comments. We’re excited our dev Joe got to take part in the event… it’s obvious he’s really energized by being with the other smart, creative people at the conference because he’s full of ideas and energy, which is yet another reason we’re more excited about the work we are doing around Twitter than ever!

Bonus Guest/Coverage/Coolness

Will.i.am, of Black Eyed Peas fame, showed up as an unexpected guest at Chirp. Several things were neat about his appearance: first of all, he did a darling interview in which he used the word “dope” a lot and said he had to get into music so he didn’t end up like “these cats” – as he pointed to the overwhelmingly geeky developer audience. (It was funny!) Then he stayed the rest of the day, sitting and learning with everyone else, and apparently spun tunes and tweeted at an after-party as well. Here’s an interview he did with Scobleizer at the conference:

As third-party developers of a twitter-based product, all of us at Fresh ID would have loved to attend the conference, but it just wasn’t a viable option. However, our developer Joe happens to live in California, so we decided to foot the bill to send him to the conference and do a little recon. To make it even more exciting, we decided this would be a great way to use Twitterface for ourselves and others who aren’t able to physically attend. Fortunately, Twitter decided to live stream the entire conference via justin.tv, allowing Kristi to setup an Intefy (new name for Twitterface) page for Chirp at www.twitterface.com/chirp. Thus, we have been able to sit in the office and watch the entire conference (and, of course, get nothing else done).

Having Joe on the ground at the conference has also provided a “non-Twitter official” view of the conference. When the official live stream goes off-air, we are able to switch the feed over to our developer and watch what is going on in between presentations. We also got to watch some interviews with other attendees. During the lunch break, Joe was able to interview Tyson Lundbech (@tysonlundbech) and learn more about ecoVouch, a project he is working on. It’s as if we are actually at the conference.

Though being able to attend the conference virtually is extremely cool and convenient, more important is what we are learning from the conference.  What valuable information have we gleaned from listening to Twitter Execs and fellow developers talk about the history and future of the platform?  Good question.

Yes, we are learning a lot about the history of Twitter, including the terrible design of the first home page, and the future of the service, such as improvements that are being made to the system.  However, there is more important information to gain from this conference than how Twitter was created and how it’s being improved.  It’s a little too early in the conference to make conclusions about the future of third-party Twitter development, but a few things have become quite clear.  Based on the first wave of speeches and presentations, it is clear that Twitter wants to be upfront about the challenges that face a company valued at over a $1 Billion. Though many will be sad to see Twitter start acting like the large-scale company it has become, the fact of the matter is that there is business to be done and money to be made.  There is no doubt that Tweetie will not be the last acquisition, as Twitter has to find some way to justify the massive investments that have been made to the company.  This is simply something that developers are going to have to swallow.

In the midst of all the uncertainty, Ryan Sarver (@rsarver), Director of Platform for Twitter, offered a ray of hope for those of us who want to continue customizing Twitter through third-party development.  Sarver, in presenting the future of Twitter and updates to the service, stated multiple times how important third-party development is to Twitter. Sarver said, “We want to learn how to work together as opposed to working against.”  Twitter thrives off third-party development that only extends the reach and capability of the service, and it is clear that Twitter Execs don’t want to see that disappear.

Hopefully, as the conference continues and the after parties kick off, the conversation will revolve around the opportunity in the future for third party developers to continue to work with Twitter and extend the value of the service with innovations and features, rather than continue to focus on the debate over Twitter’s corporate policy.

If you are sitting at work or home and want to catch the rest of the conference, you can do so at the Chirp Twitterface page.  It will be live for the rest of the conference today and tomorrow.

-Matt

What we learned, was more than we bargained for. Things blew up. We had to make adjustments, there were issues and confusion. And of course, all of it happened in front of everyone watching… talk about exposing yourself! It’s a bit nerve-wracking to do these experiments in the social space where things could go horribly wrong and people may jump all over you about it. But it gave us so much real experience, and mostly worked well, so I am thankful we are offering this now. I wanted to recap what was going on behind the scenes of this fantastic conference and tell you what we’re doing to make these events better in the future.

The Twitterface page for Like Minds had the aim of using an assortment of services, and whenever you combine technologies, mayhem often ensues before you get it totally right. Our goals were:

• Live Streaming of the Conference
• Watching Real-Time Conference Conversations
• Tweeting from the Page
• Links to Conference Information
• Delivering Live Blog Feeds
• Providing an Online Experience that Extended the Live Experience

Live Streaming

Our partner and developer Joe Taylor did an amazing job of coding the video feature for Twitterface pages so that it’s easy for someone to embed a video on the page. It is super-easy to use the embed code from Ustream, YouTube or anywhere you have embed code offered and put it on the video page. It’s not as flexible as it hopefully will be in the future though – the pane that shows up beneath the video, does not automatically adjust to fit the video width, so we need to work on that. However, we can adjust that pane width after the chosen video (or service you will use) is added, to make the page look more polished. So that’s a minor inconvenience for now. Overall, I was thrilled with how adding a video and changing video codes work.

Watching Real-Time Conversations

A lot of people like to read and watch conversations without joining in, or they like to hop in and participate. We wanted this to be easy and so we added an auto-refreshing of the panes feature to Twitterface a few weeks ago. In reality, something we did not anticipate was our product producing api overage errors. We are going to have to work with Twitter to see what we can do about that. When an unknown number of people are hitting the page, and panes are refreshing every 20 seconds (or longer) it caused our limits to be hit quickly. I didn’t really know we had limits, as Twitterface is a whitelisted product, so to see this happen as the conference opened, at 4 am our time (Joe and I were up to make sure all went smoothly) nearly caused us a heart attack. What was frustrating is that we had tested this on Twitter the night before and this never happened – of course, there weren’t as many people hitting the page. Doh! We figured out that having a profile name up, instead of searches, would give tweets and not api errors so everytime we saw the api errors happening, we switched to a profile name. We’d like to thank @thebrandbuilder and @adders for being such great live tweeters as they saved our necks because we put their profiles on and still had some coverage.

Tweeting from the Page

Our product has its own login (it does not use oauth) and is meant for one person to use, like your Twitter account on the web works. But we wanted people to be able to send tweets from this page without having to leave it, and we wanted it to be secure as possible and use Twitter’s oauth mechanism. So hooking that up, in conjunction with our tool being architected like it is, was a hurdle we had to get over. With the help of our developer Tom Jenkins, who now has a dayjob but graciously did work for us in his spare time on this, we managed to get a working oauth widget on the page, and though it had a few display bugs (the page had to be refreshed if the widget box didn’t work right) it worked and you could tweet from the page.

Links to Conference Information

One of the initial features of Twitterface was links to real sites in the footer, to make navigating to other places easy. The conference organizers added their schedule, a link to ways to participate, a link to add photos to a Flickr pool and links to their sites at the bottom of the page, and we used that Schedule link constantly to adjust the page settings… we put the speaker’s name beneath the video as they were about to speak and changed that pane when they went to lunch to keep people in the loop about what was going on in Exeter.

Delivering Live Blog Feeds

Like Minds had two official live bloggers using a service called CoveritLive to do real-time coverage of the day. Our dream was to drive these feeds, since they had an RSS feed, into the page but we needed a way to do it. The awesome @dlvrit service saw my pleas for help on Twitter and gave us the PERFECT solution. I was so happy. Unfortunately, you can’t test CoveritLive without them going live, so what we did not know was that our solution was not going to work. Until we were Live and in front of thousands of people, of course. The RSS feed produced only some sort of timestamp, not actual coverage, so later in the day we discovered @adders was blogging live, and tweeting also about his live posts, and so we switched to his tweets and it helped so much. We love http://dlvr.it and will work with them in the future on live event feeds though – they supported us above and beyond what we anticipated and their tool is excellent.

Providing an Online Experience

Despite all the technical problems and glitches, one thing we seemed to actually deliver on was providing a great online experience for virtual attendees. This is important, because Like Minds and we at Fresh ID want to come up with ways to do paid attendance to certain events in the future. So a good experience is very key to this working at all. Throughout the day, attendees watching the Twitterface page seemed to have good things to say about it – like they felt like they were in Exeter, that they loved watching it online, that it was so good to be able to watch it live they felt they could cry. In reality, you can go to Ustream and watch a live event. And of course you can set up hashtags and things in your own Twitter client and keep an eye on things that way. But what we wanted to create was an extension of the Live Event, and that means branding. That means attention to detail, and focused conversations, and cutting out the noise. So I think what worked for people, and the reason we’ve created the product, is that they were attending a branded experience online, because they couldn’t be at the real event in person, and they felt the connection because it was planned, branded and constantly monitored to ensure a smooth experience and really, the best one we could give them despite technical issues that gave the Fresh ID team headaches all day long.

So, the net result of the day was pretty positive, both at the event, and on Twitter from what we could tell. Here are some things we’ve learned, that will affect our product offering and future events:

• Events must be monitored every single minute, by someone. I got up at 4 am because in the UK they were going to start around 10 am. Joe had stayed up – it was 2 am his time in California, and thank goodness we did get up/stay up because the api limit issue would have made this page unusable had we not started making changes to refresh times and adjusting pane settings to not display the error when it happened. The opening of Like Minds was smooth and fun there it seemed, but it was a nightmare for us and drove home the continual monitoring issue, which we had not planned for. I’d had two hours sleep because of getting the page finished Thursday night, so though I didn’t plan to stay up, it wasn’t optional. My team was also not around – Joe eventually went to bed and Lisa and Matt were en route to meetings and the office. So during their lunch, I got ready very quickly and drove to my office to continue monitoring until Matt got there, and then he took over the rest of the day. We will be offering this as a service to companies who need it, but people who do not hire us to do this DEFINITELY need to plan to have a person attending the page and making constant adjustments to keep things flowing.
• One of the things Like Minds did to us was use video from two different ustream channels, which I sort of figured out on my own. LOL! We did not have a member of their web team on a phone speed dial or even Twitter.  I mostly worked with Scott Gould to set this up, one of the founders and event organizers, and I didn’t want to bother him because I knew he was busy at the event. Fortunately, I happened to notice he had streamed from both a LikeMinds and a ScottGould ustream channel, so if one went off-air we checked the other to make sure we weren’t missing something. But we needed communication with a member of the tech team there – it would have helped us know what was going on and when they were going to stream or not stream.
• We have to talk to Twitter directly about these api issues, and we’ve never worked with them directly. Fortunately for me, I am making that Lisa’s job. Haha! I hope we can get that improved, but if not, we know how to get around it during an event.
• The official hashtag for Like Minds is @wearelikeminds, but no one tweeted from it all day and we needed it when we had to switch from a search to profile views only because of api issues. I really recommend that you assign someone to tweet from the official account – even if you have to ask a participant to do it and hand over the login temporarily. For people wondering what is going on, that would make a big difference and it would have solved some of our problems doing this live offering also.
• The presentations could not be viewed behind the presenter, but with some adjustments they could have been. We are going to design a combo video/slideshare page I think, but it would have been very nice if the presentation had been dropped down behind the presenter (almost even with his feet) so online viewers could see the slides and hear the person talk at the same time – in fact, that would totally rock!
• Organizing the remote event team, with the team on the ground, for fast communication via skype or twitter makes sense. We will make sure to do this in the future. I actually think it helps for the remote monitoring team NOT to be at the event, to minimize distractions. It is too easy to have to put out fires at the event and lose track of monitoring this page – for us, our sole job was to watch the page, fix issues and keep things flowing online, and we were not hit up with other issues that took focus off of that task by being in the building where it was happening.
• When Like Minds broke for lunch, there was no Ustream feed for at least an hour and a half. I think we lost some online viewers then. I know that in the future Scott wants to enable video at the lunchtime talk sessions – that would have helped, or even having an event take place on stage (maybe one of the lunches is done there) would have helped not break the momentum of online viewing. I loved the lunch idea though – they had numerous mini-sessions over lunch at different restaurants around the city! Such a cool idea. Attendees got to choose the type of food, speaker and type of conversation they wanted to have.
• One of the things I noticed, was that this conference WAS very pleasant to attend online. When I got up at 4 am I was still in bed. So here I was in my jammies, comfortably propped up on pillows in the dark, while everyone in England was looking dapper and had makeup on and their hair done. Yet I was learning the same cool information they were – it was REALLY pleasant! And watching the tweets from people actually there, plus being able to tweet without leaving the page was very nice. This is an experience I would want to repeat at tons of other events… not just conferences, but musical events or education of some type – it really did work like I envisioned it, aside from our little issues (which we will find a way to make better!)

We were very pleased with the analytics behind spreading the word about the event Twitterface page. One thing we did at the 11th hour was a press release, informing folks that this would be a live event online. We definitely want to do that earlier than midnight before the event, next time. LOL! Because that press release was picked up by numerous sources – Lisa has the exact count. We’ve had over half a million potential tweet impressions of the twitterface.com/likeminds2010 link, and 75o of the aggregated bit.ly link for that url, and it was mentioned online in blogs, on Twitter and on Facebook in more conversations that I don’t have a number count for. We had over 660 people watching the page it seems, from Google Analytics. That number is important, because only 300 people or so could attend the actual event in Exeter before it was sold out (and it was sold out.) So they increased attendance twice over in online attendees – pretty cool!!

I want to thank all of the people on Twitter who helped us test this page with a live ustream video of race cars in the wee hours Thursday night. I wish I could give you all a present – you helped us so much and we’re very grateful you took the time to test the tweeting and video watching for us.

We have had many inquiries about doing this for other events, including SXSW which is coming up soon. Contact us and let’s talk about hooking this up for your event! We’d love to keep experimenting with what we’re doing and perfect the kinks in the process.

In the coming days we’ll be hearing from someone who attended the event virtually (@brandguardian is writing a blog post) and I am eager to hear what others thought, so if you watched our Twitterface page during the event Friday and want to share your experience, please let us know in the comments!

Some of the most interesting content in the article is from comments made during an afternoon conference session, from panelists (such as Tim O’Reilly) and attendees. This conversation particularly caught my attention:

From the floor, Oliver Marks argued that Ashton Kutcher (@aplusk on Twitter) was using an outdated mass media paradigm because he follows 274 people and has 4 mil­lion followers.

Nonsense. Even Twitter’s founders have said that following everyone who follows you is a fool hardy approach –  you should only follow those whose tweets bring value into your life. Any one who follow more than 1,000 people knows how difficult it is to keep up a gen­uine conversation. Now, multiply that by 4,000 times.

I am inclined to agree with Oliver (whoever that is!) and here’s why: the problem is not with Twitter followers (or Facebook friends, or LinkedIn connections, or number of people on a discussion board, etc.)

The problem is filtering the available information and content to make it applicable and relevant to you. And hopefully we will make greater strides toward doing that in the next couple of years.

Already there are methods of filtering that, if I were Ashton and intent on ruling the interwebs as he is reportedly desiring to do, I’d definitely be following folks and taking advantage of all they they have to offer – it makes you smarter.

Want to know how I found the link I mentioned above? I used a tool to create my own “Twitter newspaper”, which shows me the cream of the crop in links the people I follow are talking about. You can see it at http://www.twittertim.es/kriscolvin and I recommend you create one for yourself, especially if you follow a lot of people. I was reading Tim O’Reilly’s newspaper and found the link above. Tim only follows 602 people – imagine how much more stout his newspaper might be if it were culling from thousands of folks and what they’re exchanging and not just 600? I follow about 22,000 people right now, and I wouldn’t change that for anything. These folks are exchanging information all day, every day, that make me smarter when I happen to catch it. My Twitter newspaper enables me to find a lot of good things I may have missed.

As to the argument of it being too difficult to follow too many people, I have no problem with it. I use a combination of Twitter’s saved searches and the new Lists feature to keep up with the people I most frequently talk to. Using things like this Twitter Times newspaper and Lists, I can filter down content that suits my tastes and educational needs, while still chatting with tons of folks I know well or don’t know at all. Lists being searchable would make this even smarter. For example, I could put a lot of financial experts in a list now, but they won’t always talk finance. If I could filter that down to just financial topics my List has now become a highly valuable source of real-time information.

And all of that is coming, but you have to locate the raw sources to filter from and you can do that now, by finding and following more smart people, blogs and sources of content. You know how many smart, even brilliant people there are, sharing ideas and exchanging information on cool topics you find relevant, daily??? A HUGE number, so instead of thinking about how you can limit interactions, start to think about how you can filter and find information whenever you want to. That’s what I’m going to be doing… these are really exciting times to be playing on the internet!

How do you filter and find information? Share your tips in the comments and let’s discuss.

But that means having to speak up, be confrontational at times, and be as persistent as you can possibly be when you passionately feel bad decisions are about to be made without being fired.

So this Twitter issue of removing a certain setting regarding seeing your friends reply to folks you don’t know, and the subsequent user experience fallout is the most beautiful train wreck a girl like me could ever witness. And it offers free lessons to anyone who will pay attention.

I have long been vocal about the fact that the one role not offered or filled at Twitter, is the role of a User Experience professional. They recently hired a Creative Director and front-end UI developer away from Google, to much fanfare. But those roles and those types of skill do not typically include enough understanding of human factors and behavior to have averted a UXP crisis of this magnitude. Obviously.

Here’s how the meeting would have gone at Twitter, had I been (for example) their User Experience Director:

Engineering Type: “We need to remove the ability for people to see other people’s @replies if they’re not following them anyway, because of….. (insert reason here. I don’t know why they felt the need to do this and Twitter has not explained.)

Creative Director: Cool. It’s just a checkbox on the Notices tab so we just take it off and we’re done.

Manager Type: Someone might need to post something for the damn users so we won’t get a million support questions. Gotta run… sales needs me.

Marketing: Hey! I’ll write a cute blog notice and talk about how it was confusing anyway, so we just helped everybody out!

Me: Are you freaking crazy??? A LOT of people use that feature because that’s how they find people they don’t know, to follow. Plus, they like to see what their friends are saying to each other. You can’t just yank that from the screen and write a cute blog notice! No way. We need to find another solution to address the (engineering issue reason) and not take away a well-used feature. You need to fix this on the back end. This is not the answer.

Much argument and debate would then ensue. History indicates I would eventually either win this battle, or a change would be made in a much different manner than it was with the #fixreplies debacle.

I am not saying this to be arrogant or tout my own user experience prowess. This is what a good user experience professional, in a position of influence, can do for your companies. It is a critical role… much more critical than software companies and product manufacturers realize. 

Right now, every 20 seconds on Twitter, there are about 50 more comments being made, mostly by outraged users, with the hashtag #fixreplies in it. Comments with “#twitterfail” and “Options Back” are also part of this user outcry. Thousands upon thousands of comments are being made by I don’t know how many users. But this bad user experience train wreck never had to happen.

From the removal of the feature with no warning or choice, to the subtly offensive tone of the notice regarding it “this is undesirable, and you all were confused” to the sheer chaos and confusion of many users who aren’t even quite sure what the issue is, to the aftermath of at least 16 hours or more and counting of vocal user upset, this feature removal has been handled badly in every particular.

8 hours ago at this writing, Evan Williams, CEO of Twitter, tweeted “Reading people’s thoughts on the replies issue. We’re considering alternatives. Thanks for your feedback.” He knows people will see that and spread it around and some people will get the message. But that is not hardly enough, when your users are spending their valuable time complaining, in an attempt to elevate the noise so you will hear it. Because that is the point and the heart of the #fixreplies movement. Twitter’s users want to be heard.

So what does being heard mean? Ev acknowledged they are seeing the tweets, for anyone who happens to catch it. I would have preferred they make a status notice, as they have one up about maintenance and downtime later today. He also posted a year old blog post about this feature because it apparently has confused some people. The detail and communication in that post is better than the “Small Settings Update” blog post that accompanied this sudden feature loss last night. 

It’s never a good idea to completely remove a used feature without warning. You must always consider the purpose, tasks and emotions of the user if you want to take away a feature previously offered. Their feelings about it, are your problem. So like in any relationship that matters to you, if you need to make a change, it must be handled with the utmost tact, diplomacy and fairness as humanly possible.

Numerous problems with the update notice have fueled the #fixreplies outrage. Twitter won’t even tell us the reason behind the change. They said it was “confusing” but with tons of people having selected to use it, it cannot be that confusing. People aren’t dumb and have noticed this.

They spoke “down” to users by making this Big Brother-like statement: “Based on usage patterns and feedback, we’ve learned most people want to see when someone they follow replies to another person they follow—it’s a good way to stay in the loop. However, receiving one-sided fragments via replies sent to folks you don’t follow in your timeline is undesirable.” The contradictions in that sentence slay me. They could have also said, ”We know you like to follow along with conversations and actually have the real data to prove it, however, we have decided that you are all wrong. Denied!” Never, ever insult your user’s intelligence or ability to make choices for themselves in your documentation, errata in blog posts or in guiding text on the screen. NEVER.

The behavior of users is really fascinating to watch. Twitter is lucky to have all of this free feedback. I would have killed to have it for products I’ve launched or had to roll changes out for in the past. What they will do with it, I have no idea. They continue to baffle me as a company, so I’m watching, with thousands of other PR folks, marketing people, brand and community managers to see how they’ll exit this scrape.

Twitter is the best way for visible brands and companies to get feedback on their products, services, campaigns and decisions. I’ll say that again, in case the point was missed… Twitter is the best way for visible brands and companies to get feedback on their products, services, campaigns and decisions. Do they understand this, for themselves?

Yesterday the phenomenal Brains on Fire company in Greenville, SC held its apparently legendary “Fire Sessions.” In a post written by Olivier Blanchard on the event, he pointed out that “internal culture” was the predominant theme, and that if you “build the right company culture, the tools pretty much become peripheral.” I think, from what I have seen and read, Twitter does have a strong company culture. But from a total outsider’s perspective, they seem to live in a bubble of their own making. They are far smaller than their user base. It is the users they do not seem to connect with (unless they’re celebrities.) 

Where is the User Experience advocate? Where is the Community Manager? Where is the team of people, working under the community manager, in different parts of the world because cultures and language and usage might be different, whereas the universal point of Twitter is the same: it is a connector. Where are the people, inside Twitter the company, who understand this, care about it and want to change the way they interact with their own users? Why is the Get Satisfaction support site, more lip-service than really utilized to communicate with people who take the time to write to Twitter in an attempt to share their frustrations and help them understand how to be better? These are my questions.

But my questions are not as important as this one… today, the number one question of Twitter’s user base, is “Will you please fix my @replies back the way I had them? I liked it that way.”

Are you going to not just listen, but take action, Twitter? We’re all waiting to hear from you.

Some time back I wrote a post about how to launch a product. This one is about what to do when things go horribly wrong (and they will sometimes.) I’ve made up a new little term that I hope people will remember: CIA. When things go wrong, if you have even ONE user (and Twitter has hundreds-of-thousands active, millions registered), you are duty-bound to enact a policy of CIA to help the user base remain stable and calm.

CIA stands for “Communicate, Inform & Address” – I am borrowing it from the Central Intelligence Agency without permission because the sentiment is the same. But instead of keeping information private, in this case I am advocating sharing it with the people that matter most to your bottom line: your users.

This weekend, a totally stupid individual has decided to conduct phishing attacks on innocent Twitter users. The intent is to expose a Twitter vulnerability and publically humiliate people, from my vantage point. Other reasons could be to knock Twitter down, give it a bad name, or hurt its chances to earn revenue in early 2009, as they announced. The phishing attacks began last night and quickly escalated. Bloggers from news sites immediately began posting articles so that Twitter users could point others to them for information, which was helpful. But I wanted more information from Twitter about what they were doing, and what we could, as users, expect.

Here’s what they did last night:

A. They posted a “Warning” message in small text yesterday on the site, and linked to a short status update. Within a couple of hours they linked to this blog post which gave a bit more information. (It could have used an icon for attention & much larger text. This only appeared on the Twitter website itself, so those using clients did not see it.)

B. They sent 3 tweets from the @twitter account:

1. ! be careful of DMs with a link to blogspot.com that seemingly redirects to Twitter.com and asks for your credentials (we’re on the case) about 20 hours ago from Power Twitter
2. Don’t Click That Link! http://tinyurl.com/9sste4 about 19 hours ago from twitterfeed
3. Check out our blog post about “Phishing” http://tinyurl.com/88mas4 about 16 hours ago from web

C. They did something to their app or the server, which seemed to make things better overnight at least.

Today, the phishing scam picked up steam again, with new and different messages and url’s. Some reported it on their blogs, but Twitter has done NOTHING visible to users. For the last several hours, I have been on Twitter communicating with concerned users and trying to track down information and piece together why this issue is still occuring.

A post went up today at a SANS security site that states: “It looks like the Twitter folks have it well under control” – I got this link from the list at yesterday’s blog post, which it points to, so they must have added it today. The problem is, yesterday’s news is no longer comforting when TODAY there is more stuff going on in your application. When this is extent of the security news coming out, how much can we trust that source for security information?

I am angry. Twitter has grown mighty fast, and they provide a great service for free, but the congratulations and revenue-generating plans are mighty premature when the site is notoriously buggy for basic functions, the free use of the api has created havoc, and users are largely ignored in times of crisis.

Why hasn’t anyone from Twitter responded to the Get Satisfaction question regarding this issue today? What is more important than this issue for the company? A football game? Frisbee in the California sunshine? Margarita’s on the patio? Shopping at the mall?

I could go on (and on), but Twitter’s problem and chaos surrounding it have sucked away too much of my life last night and today. Here is what I recommend for other web applications who face an issue of this type:

COMMUNICATE EARLY & OFTEN

When things are bad, your users NEED to hear from you, and if your brand does not contain the promise that you will be there for them, then you need to re-examine every single thing about your business. Don’t be a fairweather friend. The last communication from the @twitter account was 19 hours ago, and that is unacceptable. You better have your friendliest, most personable employee – I don’t care if it’s the receptionist or the CEO’s mother – out on the front lines, available and responsive, FOR THE DURATION OF THE CRISIS.

INFORM YOUR USERS – KEEP THEM IN THE LOOP

Having worked with numerous security companies, I know there are things you just don’t want to say. But you can keep your users informed with non-critical pieces of information that will provide the comfort they need to have some peace of mind. And their comfort levels affect your bottom line and brand reputation, so I don’t consider it optional.

ADDRESS USER’S CONCERNS

Even at the risk of repeating yourself and the tedium that goes with that, you have got to be willing to address user’s concerns if you operate a web application – free or not. This phishing incident is important to users… they are concerned about a number of things: the followers they have lost, the password they gave out, where the source of this problem is, what they can do about it next. If you don’t have all the answers, don’t be too damn proud and arrogant to admit it! In Twitter’s case, surely they could say who they are working with and what they are trying to do to STOP the messages from coming through on their system, as Matt Cutts did from his Twitter account regarding Google’s attempts to do what they can from their side.

Every single employee of Twitter, no matter what their role, EXCEPT those developers working round the clock to block the bad guys, should be visible and available today, on Twitter, making blog posts, sending an email out with info, and at the Get Satisfaction site responding to questions. This is what I would be rallying the troops to do if I worked for Twitter today, in any capacity.

I am horribly disappointed in them right now. I am EXTREMELY concerned about releasing a Twitter-related app that I have worked so hard to design because my company and my users may be on their own when it comes to big problems. I want the security of knowing Twitter is not too egotistical to learn from grave mistakes. Many users will give them a lot of license here, because they feel they get the service for free and they don’t deserve much else. I give them no room for error, because talking to users is relatively cheap and easy! I admire the product and community a great deal, so my standards are high for them now, because they have done a lot that is right. This weekend, my admiration is dropping by the hour, and it saddens me. I love the cottage industry that has sprung up around them… books, games, applications, niche information. I have great plans and ideas for my product, Twitterface. But I am worried about Twitter’s priorities and perception of themselves, if what I have been witnessing in the media and this weekend is the best they can do.

If you design, sell or develop web apps, is this how you want your users to feel?

Additional links:
Advice on What to Do if Phished
Visual of Tweets
One User’s Experience

Comments are welcome. I know everyone will not agree with me on this issue. I wish everyone a totally phish-free week. I just don’t know that we will get it.