New first stop for hacked site recovery

Webmaster Level: All

We certainly hope you never have to use our new Help for hacked sites informational series. It's a dozen articles and over an hour of videos dedicated to helping webmasters in the unfortunate event that their site is compromised.

Overview: How and why sites are hacked

If you have further interest in why cybercriminals hack sites for spammy purposes, see Tiffany Oberoi’s explanation in Step 5: Assess the damage (hacked with spam).

Tiffany Oberoi, a Webspam engineer, shares more information about sites hacked with spam

And if you’re curious about malware, Lucas Ballard from our Safe Browsing team, explains more about the topic in Step 5: Assess the damage (hacked with malware).

Lucas Ballard, a Safe Browsing engineer, and I pretend to have a totally natural conversation about malware

While we attempt to outline the necessary steps in recovery, each task remains fairly difficult for site owners unless they have advanced knowledge of system administrator commands and experience with source code. For helping fellow webmasters through the difficult recovery time, we'd like to thank the steady members in Webmaster Forum. Specifically, in the subforum Malware and hacked sites, we'd be remiss not to mention the amazing contributions of Redleg and Denis Sinegubko.

How to avoid ever needing Help for hacked sites
Just as you focus on making a site that's good for users and search-engine friendly, keeping your site secure -- for you and your visitors -- is also paramount. When site owners fail to keep their site secure, hackers may exploit the vulnerability. If a hacker exploits a vulnerability, then you might need Help for hacked sites. So, to potentially avoid this scenario:

• Be vigilant about keeping software updated
• Understand the security practices of all applications, plugins, third-party software, etc., before you install them on your server. A security vulnerability in one software application can affect the safety of your entire site
• Remove unnecessary or unused software
• Enforce creation of strong passwords
• Keep all devices used to log in to your servers secure (updated operating system and browser)
• Make regular, automated backups of your site

Help for hacked sites can be found at www.google.com/webmasters/hacked. We look forward to not seeing you there!

Written by Maile Ohye, Developer Programs Tech Lead

New Crawl Error alerts from Webmaster Tools

Webmaster level: All

Today we’re rolling out Crawl Error alerts to help keep you informed of the state of your site.

Since Googlebot regularly visits your site, we know when your site exhibits connectivity issues or suddenly spikes in pages returning HTTP error response codes (e.g. 404 File Not Found, 403 Forbidden, 503 Service Unavailable, etc). If your site is timing out or is exhibiting systemic errors when accessed by Googlebot, other visitors to your site might be having the same problem!

When we see such errors, we may send alerts –- in the form of messages in the Webmaster Tools Message Center –- to let you know what we’ve detected. Hopefully, given this increased communication, you can fix potential issues that may otherwise impact your site’s visitors or your site’s presence in search.

As we discussed in our blog post announcing the new Webmaster Tools Crawl Errors feature, we divide crawl errors into two types: Site Errors and URL Errors.

Site Error alerts for major site-wide problems

Site Errors represent an inability to connect to your site, and represent systemic issues rather than problems with specific pages. Here are some issues that might cause Site Errors:

• Your DNS server is down or misconfigured.
• Your web server itself is firewalled off.
• Your web server is refusing connections from Googlebot.
• Your web server is overloaded, or down.
• Your site’s robots.txt is inaccessible.

These errors are global to a site, and in theory should never occur for a well-operating site (and don’t occur for the large majority of the sites we crawl). If Googlebot detects any appreciable number of these Site Errors, regardless of the size of your site, we’ll try to notify you in the form of a message in the Message Center:

Example of a Site Error alert

The alert provides the number of errors Googlebot encountered crawling your site, the overall crawl error connection rate for your site, a link to the appropriate section of Webmaster Tools to examine the data more closely, and suggestions as to how to fix the problem.

If your site shows a 100% error rate in one of these categories, it likely means that your site is either down or misconfigured in some way. If your site has an error rate less than 100% in any of these categories, it could just indicate a transient condition, but it could also mean that your site is overloaded or improperly configured. You may want to investigate these issues further, or ask about them on our forum.

We may alert you even if the overall error rate is very low — in our experience a well configured site shouldn’t have any errors in these categories.

URL Error anomaly alerts for potentially less critical issues

Whereas any appreciable number of Site Errors could indicate that your site is misconfigured, overloaded, or simply out of service, URL Errors (pages that return a non-200 HTTP code, or incorrectly return an HTTP 200 code in the case of soft 404 errors) may occur on any well-configured site. Because different sites have different numbers of pages and different numbers of external links, a count of errors that indicates a serious problem for a small site might be entirely normal for a large site.

That’s why for URL Errors we only send alerts when we detect a large spike in the number of errors for any of the five categories of errors (Server error, Soft 404, Access denied, Not found or Not followed). For example, if your site routinely has 100 pages with 404 errors, we won’t alert you if that number fluctuates minimally. However we might notify you when that count reaches a much higher number, say 500 or 1,000. Keep in mind that seeing 404 errors is not always bad, and can be a natural part of a healthy website (see our previous blog post: Do 404s hurt my site?).

A large spike in error count could be because something has changed on your site — perhaps a reconfiguration has changed the permissions for a section of your site, or a new version of a script is crashing regularly, or someone accidentally moved or deleted an entire directory, or a reorganization of your site causes external links to no longer work. It could also just be a transient spike, or could be because of external causes (someone has linked to non-existent pages), so there might not even be a problem; but when we see an unusually large number of errors for your site, we’ll let you know so you can investigate:

Example of a URL Error anomaly alert

The alert describes the category of web errors for which we’ve detected a spike, gives a link to the appropriate section of Webmaster Tools so that you can see what pages we think are problematic, and offers troubleshooting suggestions.

Enable Message forwarding to send alerts to your inbox

We know you’re busy, and that routinely checking Webmaster Tools just to check for new alerts might be something you forget to do. Consider turning on Message forwarding. We’ll send any Webmaster Tools messages to the email address of your choice.

Let us know what you think, and if you have any comments or suggestions on our new alerts please visit our forum.

Written by Brian Malcolm, Webmaster Tools team

Webmaster forums' Top Contributors rock

Webmaster level: All
The TC Summit was a blast! As we wrote in our announcement post, we recently invited more than 250 Top Contributors from all over the world to California to thank them for being so awesome and to give them the opportunity to meet some of our forum guides, engineers and product managers in person.
Our colleagues Adrianne and Brenna already published a recap post on the Official Google Blog. As for us, the search folks at Google, there's not much left to say except that we enjoyed the event and meeting Top Contributors in real life, many of them for the first time. We got the feeling you guys had a great time, too. Let’s quote a few of the folks who make a huge difference on a daily basis:
Sasch Mayer on Google+ (Webmaster TC in English):

"For a number of reasons this event does hold a special place for me, and always will. It's not because I was one of comparatively few people to be invited for a Jolly at the ‘Plex, but because this trip offered the world's TCs a unique opportunity to finally meet each other in person."

Herbert Sulzer, a.k.a. Luzie on Google+ (Webmaster TC in English, German and Spanish):

“Hehehe! Fun, fun fun, this was all fun :D Huhhh”

Aygul Zagidullina on Google+ (Web Search TC in English):

“It was a truly fantastic, amazing, and unforgettable experience meeting so many other TCs across product forums and having the chance to talk to and hear from so many Googlers across so many products!”

Of course we did receive lots of constructive feedback, too. Transparency and communication were on top of the list, and we're looking into increasing our outreach efforts via Webmaster Tools, so stay tuned! By the way, if you haven’t done so yet, please remember to use the forwarding option in the Webmaster Tools Message Center to get the messages straight to your email inbox. In the meantime please keep an eye on our Webmaster Central Blog, and of course keep on contributing to discussions in the Google Webmaster Forum.
On behalf of all Google guides who participated in the 2011 Summit we want to thank you. You guys rock! :)

That’s right, TCs & Google Guides came from all over the world to convene in California.

TCs & Google Guides from Webmaster Central and Search forums after one of the sessions.

After a day packed with presentations and breakout sessions...

...we did what we actually came for...

...enjoyed a party, celebrated and had a great time together.

Posted by Esperanza Navas, Yves Taquet, Uli Lutz, & Kaspar Szymanski, Google Search Quality

Reconsideration requests get more transparent

Webmaster level: All

If your site isn't appearing in Google search results, or it's performing more poorly than it once did (and you believe that it does not violate our Webmaster Guidelines), you can ask Google to reconsider your site. Over time, we’ve worked to improve the reconsideration process for webmasters. A couple of years ago, in addition to confirming that we had received the request, we started sending a second message to webmasters confirming that we had processed their request. This was a huge step for webmasters who were anxiously awaiting results. Since then, we’ve received feedback that webmasters wanted to know the outcome of their requests. Earlier this year, we started experimenting with sending more detailed reconsideration request responses and the feedback we’ve gotten has been very positive!

Now, if your site is affected by a manual spam action, we may let you know if we were able to revoke that manual action based on your reconsideration request. Or, we could tell you if your site is still in violation of our guidelines. This might be a discouraging thing to hear, but once you know that there is still a problem, it will help you diagnose the issue.

If your site is not actually affected by any manual action (this is the most common scenario), we may let you know that as well. Perhaps your site isn’t being ranked highly by our algorithms, in which case our systems will respond to improvements on the site as changes are made, without your needing to submit a reconsideration request. Or maybe your site has access issues that are preventing Googlebot from crawling and indexing it. For more help debugging ranking issues, read our article about why a site may not be showing up in Google search results.

We’ve made a lot of progress on making the entire reconsideration request process more transparent. We aren’t able to reply to individual requests with specific feedback, but now many webmasters will be able to find out if their site has been affected by a manual action and they’ll know the outcome of the reconsideration review. In an ideal world, Google could be completely transparent about how every part of our rankings work. However, we have to maintain a delicate balance: trying to give as much information to webmasters as we can without letting spammers probe how to do more harm to users. We're happy that Google has set the standard on tools, transparency, and communication with site owners, but we'll keep looking for ways to do even better.

Posted by Tiffany Oberoi and Michael Wyszomierski, Search Quality Team

Help us improve Google Search

Webmaster level: Advanced

Yes, we're looking for help improving Google search—but this time we're not asking you to submit more spam reports. Although we still appreciate receiving quality spam reports, today we've got a different opportunity for you to improve Google Search: how about YOU join our team and do the webspam fighting yourself?

Interested? Here's what we're looking for: open-minded academic graduates willing to work in a multinational environment in our Dublin office. Looking at a site's source code should not scare you. You should be excited about search engines and the Internet. It’s also essential that you share our aversion to webspam and the drive to make high-quality content accessible. PlayStation or foosball skills are a plus.

This is an actual work environment photo taken at the Dublin Google office.

If you'd like to know more about the positions available, here's the full list of requirements and responsibilities. Great candidates should be able to email the recruiter directly.

Posted by Kaspar Szymanski, Search Quality

New webmaster tutorial videos

Webmaster level: All

Over the past couple of years, we’ve released over 375 videos on our YouTube channel, with the majority of them answering direct questions from webmasters. Today, we’re starting to release a freshly baked batch of videos, and you might notice that some of these are a little different. Don’t worry, they still have Matt Cutts in a variety of colored shirts. Instead of only focusing on quick answers to specific questions, we’ve created some longer videos which cover important webmaster-related topics. For example, if you were wondering what the limits are for 301 redirects at Google, we now have a single video for that:


Thanks to everyone who submitted questions for this round. You can be the first to hear about the new videos as they’re released by subscribing to our channel or following us on Twitter.

Posted by Michael Wyszomierski, Search Quality Team

"It's on Google! YAY!" - Getting webmaster help in our forum

Webmaster level: all

It's been a bit more than five years now that our Webmaster Help Forum has been up and running, helping webmasters around the world. Over the years, over tens of thousands of users have discussed various topics in well over 100,000 threads, helping each other to improve their websites and to solve a variety of issues that web publishers are confronted with. Among those users is a group that we call the "Bionic Posters," users who have proven to be consistently helpful and knowledgeable, selflessly helping others to tackle seemingly insurmountable problems.

It's great to have such an awesome community -- but thanks is best said by those who are helped. Here is some of the feedback that we collected this year:

• "Thank you for the time you have spent helping me. It is genuinely appreciated."
• "Thank you to everyone who helped with my problem! My creaky old 1996 era website is all cleaned up and doing just fine now! Good Guys Rule!"
• "WOW!!!!!!!! Thank you so much for your help! I was reluctant to post because I thought you guys might think my site is too small, too insignificant, etc. Thanks so much! To me, it's a BIG deal!"
• "My traffic has doubled and I am now either top or close to the top in search terms"
• "Thanks. Hopefully my late night paid off then, all the help and information has been great!!!!!!!"
• "Wow Webado Thank You Again.. You Really Know Your stuff! (…) You Are a True professional and Seriously The Only Person That Could Even Figure This out. I even Spoke to Other Top Specialists and YOU were the Only one who told me what to do and what was wrong."
• "You are AMAZING! Thank you so much!"
• "Finally, thanks so much for your concern and prompt reply, Squibble. Can't imagine a person would deligated his efforts to someones you don't even know and met. (…) Thanks for your help!! It means everything to me!"
• "Wow thanks so much! I have just been to the hot springs in Banos Ecuador, the volcano is rumbling and the town has evacuated but I am still here talking Apache, now that is dedication, I will test your helpfulness out 2moro! Thanks so much!!!"
• "THANKYOU THANKYOU THANKYOU! YOU ARE SOOOO AMAZING! MY BLOG IS GONE FROM GOOGLE AND ALL THE OLD POSTS ASSOCIATED WITH THAT TOO! THANK YOU! I LOVE YOU!"
• "It worked! Thank you very much for your help Cristina :)"
• "I could NEVER have seen what's possible without this forum. I am so grateful."
• "Thank you so much for your detailed response to my questions. In 10 years of me having a website, no one has explained these concepts better to me than you did."
• "IT WORKED!!! Thank you so much for saving me the grief and embarrassment of this problem. I truly appreciate both your knowledge and guidance."
• "Thank you so much for such a detailed answer and putting into terms I can easily understand. (…) Where shall I send the batch of brownies?"
• "Thank you so much Squibble you are a hero. I have done what it says and i will check to see if i appear in google! Thanks again!"
• "you guys are amazing! thank you so much redleg! (…) and if you happen to ever be in san carlos give me a shout - you deserve at least a beer and a lunch! "
• "Thank you Squibble, Vanessa, Cristina, and Ishigaki for weighing in on this and helping me. I hope I can pay it forward one day."
• "Great info Guys. I really appreciate it. It was awesome of y'all to help me out. I really appreciate it. Thank you."
• "Your amazing :-) i love you lol xx im sorted now thanks and never in a million years would i have found that out!"
• "THANK YOU! I love Google and appreciate that they have these safety precautions in place for those nasty hackets - especially when we can fix the problem! Thanks so much for your help. Whew."
• "Thank you very much, Robbo! With a little tweaking it worked perfectly!"
• "yay!!! I think it finally went through - THANK YOU SO MUCH!!!"

If you have a question that you would like to ask, a problem that you need help with, we'd love to see you in the forums! We just ask that you please take the time to read through our frequently asked questions, and search the forum before posting. Chances are high that a question like yours has already been answered. Tell us a little bit about yourself and then join us to learn more and help others!

Posted by John Mueller, Webmaster Trends Analyst

Improving our help content: stocking stuffers in our Help Center

Webmaster Level: All

We provide lots of information for webmasters across many different channels — you can stay up to date with the latest features here on our blog, browse articles in our Help Center, have discussions in our forums (in 17 languages!), watch videos on our YouTube channel, or even read in-depth interviews (in English, Portuguese, and other languages).

There’s no shortage of useful information, but sometimes the relevant bits may be a bit difficult to locate, especially for novice webmasters. We see the same questions popping up over and over again, so we’ve tried to make our most frequently searched information as accessible and visible as possible:

We analysed the questions asked over the past year and a half and identified the issues you are most interested in. We then picked out the relevant bits from across our different resources and collected the answers to those questions in one new convenient FAQ page in our Help Center (available in 20 languages).

We also frequently get questions on how to get in touch with us, so we’ve put together all the different ways you can:

...tell us about a page you want to remove from our search results;

...tell us about spam you found;

...let us know when you’ve fixed issues on your website;

...and many more! All of these contact channels are now listed conveniently in one article with direct links to the relevant forms: Webmaster help and contacts (available from the homepage of our Help Center, also in 20 languages).

Now isn’t that a nice stocking stuffer (-:?

Happy webmastering in 2011, and keep the feedback coming!

Posted by Mariya Moeva, Search Quality Team, Dublin

New hacked site notifications in search results

Webmaster level: All

Today we’ve added a new notification to our search results that helps people know when a site may have been hacked. We’ve provided notices for malware for years, which also involve a separate warning page. Now we’re expanding the search results notifications to help people avoid sites that may have been hacked and altered by a third party, typically for spam. When a user visits a site, we want her to be confident the information on that site comes from the original publisher.

Here’s what the notification looks like:

Clicking the “This site may be hacked” link brings you to an article in our Help Center which explains more about the notice. Meanwhile, clicking the result itself brings you to the target website, as expected.

We use a variety of automated tools to detect common signs of a hacked site as quickly as possible. When we detect something suspicious, we’ll add the notification to our search results. We’ll also do our best to contact the site’s webmaster via their Webmaster Tools account and any contact email addresses we can find on the webpage. We hope webmasters will also appreciate these notices, because it will help you more quickly discover when someone may be abusing your site so you can correct the problem.

Of course, we also understand that webmasters may be concerned that these notices are impacting their traffic from search. Rest assured, once the problem has been fixed, the warning label will be automatically removed from our search results, usually in a matter of days. You can also request a review of your site to accelerate removal of the notice.

If you see this notification appearing on your site’s listing, please take a look at the instructions in our Help Center to learn how you can begin to address the problem. Together, we can make the web a safer place.

Update (2:50pm PT, September 19th 2013): We've updated this post to reflect the change in the notification wording.

Posted by Gideon Wald, Associate Product Manager

A Chrome extension for reporting webspam

Webmaster Level: All

At Google, we continually strive to improve our algorithms to keep search results relevant and clean. You have been supporting us on this mission by sending spam reports for websites that violate our Webmaster Guidelines, using the spam report form in Google Webmaster Tools. While you might not see changes right away, we take your reports seriously and use them to fine-tune our algorithms -- the feedback is much appreciated and helps us to protect the integrity of our search results. We also take manual action on many of these spam reports. A recent blog post covers more information on how to identify webspam.

For those of you who regularly report spam, or would like to do so, we’ve now published a Chrome extension for reporting spam that makes the process more convenient and simple. The extension adds “Report spam” links to search results and your Web History, taking you directly to the spam report form and autocompleting some form fields for you. With this extension, Google’s spam report form is always just one click away.

The Google Webspam Report Chrome extension provides further tools to help you quickly fill out a spam report:

• a browser button to report the currently viewed page
• an option to retrieve recent Google searches from your Chrome history
• an option to retrieve recently visited URLs from your Chrome history

As before, you need to be logged into your Google Account to report spam. You can find a more detailed walkthrough of the use cases and features in this presentation and on the Chrome Extensions Gallery page, where you can also provide feedback and suggestions. We hope that you find this extension useful and that you continue to help us fight spam.

The extension is available in 16 languages. If your Chrome browser is set to a language supported by the extension, it will automatically use the localized version, otherwise defaulting to English.

Note: We care about your privacy. The Google Webspam Report Chrome extension allows you to access your personal Chrome history for the purpose of reporting spam, but does not send data retrieved from it to our servers. The source code of the extension has been published under an open source license.

Posted by Manuel Holtz, Support Engineer, Search Quality team

How to help Google identify web spam

Webmaster level: All

Everyone who uses the web knows how frustrating it is to land on a page that sounds promising in the search results but ends up being useless when you visit it. We work hard to make sure Google’s algorithms catch as much as possible, but sometimes spammy sites still make it into search results. We appreciate the numerous spam reports sent in by users like you who find these issues; the reports help us improve our search results and make sure that great content is treated accordingly. Good spam reports are important to us. Here’s how to maximize the impact of any spam reports you submit:

Why report spam to Google?

Google’s search quality team uses spam reports as a basis for further improving the quality of the results that we show you, to provide a level playing field for webmasters, and to help with our scalable spam fighting efforts. With the release of new tools like our Chrome extension to report spam, we’ve seen people filing more spam reports and we have to allocate appropriate resources to the spam reports that are mostly likely to be useful.

Spam reports are prioritized by looking at how much visibility a potentially spammy site has in our search results, in order to help us focus on high-impact sites in a timely manner. For instance, we’re likely to prioritize the investigation of a site that regularly ranks on the first or second page over that of a site that only gets a few search impressions per month. A spam report for a page that is almost never seen by users is less likely to be reviewed compared to higher-impact pages or sites. We generally use spam reports to help improve our algorithms so that we can not only recognize and handle this particular site, but also cover any similar sites. In a few cases, we may additionally choose to immediately remove or otherwise take action on a site.

Which sites should I report?

We love seeing reports about spammy sites that our algorithms have missed. That said, it’s a poor use of your time to report sites that are not spammy. Sites submitted through the spam report form are reviewed for spam content only. Sites that you think should be tackled for other reasons should be submitted to us through the appropriate channels: for example, for those that contain content which you have removed, use our URL removal tools; for sites with malware, use the malware report form; for paid links that you find on sites, use the paid links reporting form. If you want to report spammy links for a page, make sure that you read how to report linkspam. If you have a complaint because someone is copying your content, we have a different copyright process--see our official documentation pages for more info. There’s generally no need to report sites with technical problems or parked domains because these are typically handled automatically.

The same applies to redirecting legitimate sites from one top level domain to another, e.g. example.de redirecting to example.com/de. As long as the content presented is not spammy, the technique of redirecting one domain to another does not automatically violate the Google Webmaster Guidelines.

If you happen to come across a gibberish site similar to this one, it’s most likely spam.

The best way to submit a compelling spam report is to take a good look at the website in question and compare it against the Google Webmaster Guidelines. For instance, these would be good reasons to report a site through the spam report form:

• the cached version contains significantly different (often keyword-rich) content from the live version
• you’re redirected to a completely different domain with off-topic, commercial content
• the site is filled with auto-generated or keyword-stuffed content that seems to make no sense

These are just a few examples of techniques that might be potentially spammy, and which we would appreciate seeing in the form of a spam report. When in doubt, please feel free to discuss your concerns on the Help Forum with other users and Google guides.

What should I include in a spam report?

Some spam reports are easier to understand than others; having a clear and easy-to-understand report makes it much easier for us to analyze the issue and take appropriate actions. Here are some things to keep in mind when submitting the spam report:

• Submit the URLs of the pages where you see spam (not just the domain name). This makes it easy for us to verify the problem on those specific pages.
• Try to specify the issue as clearly as possible using the checkboxes. Don’t just check every single box--such reports are less likely to be reviewed.
• If only a part of the page uses spammy techniques, for example if it uses cloaking or has hidden text on an otherwise good page, provide a short explanation on how to look for the spam you’re seeing. If you’re reporting a site for spammy backlinks rather than on-page content, mention that.

By following these guidelines, your spam reports will be reproducible and clear, making them easier to analyze on our side.

What happens next?

After reviewing the feedback from these reports (we want to confirm that the reported sites are actually spammy, not just sites that someone didn’t like), it may take a bit of time before we update our algorithms and a change is visible in the search results. Keep in mind that sometimes our algorithms may already be treating those techniques appropriately; for instance, perhaps we’re already ignoring all the hidden text or the exchanged links that you have reported. Submitting the same spam report multiple times is not necessary. Rest assured that we actively review spam reports and take appropriate actions, even if the changes are not immediately visible to you.

With your help, we hope that we can improve the quality of and fairness in our search results for everyone! Thank you for continuing to submit spam reports and feel free to post here or in our Help Forum should you have any questions.

Written by Kaspar Szymanski, Search Quality Strategist & John Mueller, Webmaster Trends Analyst

Tips for getting help with your site

Webmaster Level: All

As a search company, we at Google try to develop scalable solutions to problems. In fact, Webmaster Tools was born out of this instinct: rather than fighting the losing battle of trying to respond to questions via email (and in multiple languages!), we developed an automated, scalable product that gives webmasters like you information about your sites and lets you handle many requests yourself. Now you can streamline the crawling of your site, improve your sitelinks, or clean up after a malware attack all on your own.

Of course, our Help Forum still gets hundreds of questions from site owners every week — everything from "Why isn't my site in Google?" to very specific questions about a particular API call or a typo in our documentation. When we see patterns—such as a string of questions about one particular topic—we continue to use that information in scalable ways, such as to help us decide which parts of the product need work, or what new features we should develop. But we also still answer a lot of individual questions in our forum, on our blog, and at industry events. However, we can't answer them all.

So how do we decide which questions to tackle? We have a few guiding principles that help us make the most of the time we spend in places like our forum. We believe that there are many areas in which Google’s interests and site owners’ interests overlap, and we’re most motivated by questions that fall into these areas. We want to improve our search results, and improve the Internet; if we can help you make your site faster, safer, more compelling, or more accessible, that’s good for both of us, and for Internet users at large. We want to help as many people at a time as we can, so we like questions that are relevant to more than just one person, and we like to answer them publicly. We want to add value with the time we spend, so we prefer questions where we can provide more insight than the average person, rather than just regurgitating what’s already written in our Help Center.

The reason I tell you all this is because you can greatly increase your chances of getting an answer if you make it clear how your question helps us meet these goals. Here are some tips for increasing the likelihood that someone will answer your question:

1. Ask in public.
   If you post your question in our forum, the whole world gets to see the answer. Then when Betty has the same question a week later, she benefits because she can find the answer instantly in our forum, and I benefit because it saves me from having to answer the same question twice (or ten times, or fifty times, or...). We have a very strong preference for answering questions publicly (in a forum, on a blog, at a conference, in a video...) so that many people can benefit from the answer.
2. Do your homework.
   We put a lot of effort into writing articles, blog posts and FAQs to help people learn about search and site-building, and we strongly encourage you to search our Help Center, blog and/or forum for answers before asking a question. You may find an answer on the spot. If you don’t, when you post your question be sure to indicate what resources you’ve already read and why they didn’t meet your needs: for example, “I read the Help Center article on affiliate websites but I’m still not sure whether this particular affiliate page on my site has enough added value; can I get some feedback?” This shows that you’ve taken the time to try to help yourself, it saves everyone from reiterating the obvious solutions if you’ve already ruled those out, and it will help get you a more specific and relevant answer. It can also help us improve our documentation if something’s missing.
3. Be specific.
   If you ask a vague question, you’re likely to get a vague answer. The more details and context you can give, the more able someone will be to give you a relevant, personalized answer. For example, “Why was my URL removal request denied?” is likely to get you a link to this article, as removals can be denied for a variety of reasons. However, if you say what type of removal you requested, what denial reason you got, and/or the URL in question, you’re more likely to get personalized advice on what went wrong in your case and what you can do differently.
4. Make it relevant to others.
   As I said earlier, we like to help as many people at a time as we can. If you make it clear how your question is relevant to more people than just you, we’ll have more incentive to look into it. For example: “How can site owners get their videos into Google Video search? In particular, I’m asking about the videos on www.example.com.”
5. Let us know if you’ve found a bug.
   As above, the more specific you can be, the better. What happened? What page or URL were you on? If it’s in Webmaster Tools, what site were you managing? Do you have a screenshot? All of these things help us track down the issue sooner. We appreciate your feedback, but if it’s too vague we won’t understand what you’re trying to tell us!
6. Stay on-topic.
   Have a question about Google Analytics? iGoogle? Google Apps? That’s great; go ask it in the Analytics / iGoogle / Apps forum. Not every Googler is familiar with every product Google offers, so you probably won’t get an answer if you’re asking a Webmaster Central team member about something other than Web Search or Webmaster Tools.
7. Stay calm.
   Trust me, we’ve heard it all. Making threats, being aggressive or accusatory, YELLING IN ALL CAPS, asking for “heeeeeeeeeeeeeeelp!!!!!1!!,” or claiming Google is involved in a mass conspiracy against you & your associates because your sites aren’t ranked on page one... Rather than making others want to help you, these things are likely to turn people off. The best way to get someone to help is by calmly explaining the situation, giving details, and being clear about what you’re asking for.
8. Listen, even when it’s not what you wanted to hear.
   The answer to your question may not always be the one you wanted; but that doesn’t mean that answer isn’t correct. There are many areas of SEO and website design that are as much an art as a science, so a conclusive answer isn’t always possible. When in doubt, feel free to ask people to cite their sources, or to explain how/where they learned something. But keep an open mind and remember that most people are just trying to help, even if they don’t agree with you or tell you what you wanted to hear.

Bonus tip: Are you more comfortable communicating in a language other than English? We have Webmaster Help Forums available in 18 other languages; you can find the list here.

Posted by Susan Moskwa, Webmaster Trends Analyst

New ways to view Webmaster Tools messages

Webmaster Level: All

Now there’s a new way to see just the messages for a specific site. A new Messages feature will appear on all site pages. The feature is just like the Message Center on the home page, except it‘ll show only messages for the currently selected site. This gives you more freedom to choose how you want to view your messages: either for all your sites, or for just one site at a time.


Alerts (formally known as SiteNotice messages) will now be more prominent in the Message Center. These messages tell you about significant changes we’ve noticed related to your site which may indicate serious problems. For instance, alerts may warn you about an increase in crawl errors, an increase in 404 errors, or about possible outages. With their newfound prominence comes a new name: what used to be “SiteNotice messages” will now simply be known as “alerts.”

Messages containing alerts will be marked with an icon to make them quickly distinguishable from other messages. Each site’s Dashboard will display a notification whenever the site has unread alerts. The Dashboard notification will lead to the new site Message Center with a filter enabled to show only alerts for the current site.


You can also enable the alerts filter yourself. On the home page, enabling the alerts filter across all your sites is a great way to see alerts you may have missed and may help you find problems common across multiple sites. Even with these changes we recommend you use the email forwarding feature to receive these important alerts without having to visit Webmaster Tools.

We hope these new features make it easier to manage your messages. If you have any questions, please post them in our Webmaster Help Forum or leave your comments below.

Written by Steve Geluso, Software Engineering Intern

Grab bag videos are back!

We’re kicking off June with the start of a new round of webmaster Q&A on the Webmaster Central YouTube channel. You submitted and voted on questions for Matt Cutts to answer, and Matt sat in the studio for a full day sharing advice for webmasters.

For those of you who watch each video (and who doesn’t?), we’ve worked hard to keep things interesting. Not only did Matt wear different colored shirts, we changed the backgrounds as well! Just don’t submit any screen grabs to We Have Lasers, okay?

To get you started, here’s the first video, which addresses a question about geographic targeting in Webmaster Tools:

We’ll be posting links to new videos as they’re posted on our Twitter account, so follow us there or subscribe to our YouTube channel to be notified of new answers.

Posted by Michael Wyszomierski, Search Quality Team

Call for webspam reports in Thai, Indonesian, Romanian, Czech and Farsi

Webmaster Level: All

Update on May 19, 2010: We have several translated versions of this post! If you're more comfortable reading Thai, Indonesian, Romanian, Czech, or Farsi, the links above will take you to your preferred version. Thanks again for your help.

We pay attention to dozens of different languages in our spam fighting, but sometimes we really want to drill down and concentrate on a small number of languages. We’d like to ask for your help to identify webspam in Thai, Indonesian, Romanian, Czech and Farsi. If you know of sites that violate our webmaster guidelines in these languages, please send us a spam report. We use this information not only to look at the sites listed in reports, but also to improve our effectiveness in the rest of your language on the web.

Thanks in advance for any data you send our way about spam in these languages. Of course, you’re always welcome to submit spam reports in other languages too!

Written by Viktor Nebehaj and Matt Cutts, Search Quality Team

A word on site clinics

Webmaster Level: All

We try to communicate with webmasters in lots of different places. For example, when we send representatives to conferences we’re happy to participate in public site clinics where we share best practices on how to improve the crawlability and site architecture of websites suggested by the audience.

However, we also want to help users who can’t or don’t want to attend search conferences. To reach more people, we started doing free virtual site clinics in languages other than English. These site clinics help site owners make websites in such a way that they are more easily crawled, indexed, and returned by search engine crawlers, which in turn helps webmasters gain more visibility on the web.

We did a series of free virtual site clinics in Spanish last year which spanned 5 blog posts. The clinics covered real problems on real sites, and we posted the results on the Spanish Webmaster Central blog. If you read Spanish, I recommend you go read the different posts covering everything from issues with framed sites, to more technical domain setup.

In some countries we don’t have dedicated webmaster-focused blogs, but we still want to help webmasters in those countries. That means that you might occasionally see site clinic or webmaster-related posts on AdWords blogs such as the forthcoming ones on the Nordic AdWords blogs (which cover Danish, Finnish, Norwegian and Swedish). Recently when we posted some advice for webmasters on one of our AdWords blogs, we received questions about the relationship between Google’s search and advertising programs. We wanted to again reassure our users that the ranking of Google’s organic search results is entirely separate from our advertising programs. Furthermore, we do not give any preference to AdWords customers in our site clinics - everybody is welcome to participate. We’re simply posting this on local “AdWords” blogs because it’s the best way for us to reach webmasters in those communities and languages.

Written by Jonas Voss, Search Quality Team

Google's SEO Report Card

Webmaster Level: All

How many of Google's web pages use a descriptive title tag? Do we use description meta tags? Heading tags? While we always try to focus on the user, could our products use an SEO tune up? These are just some of the questions we set out to answer with Google's SEO Report Card.

Google's SEO Report Card is an effort to provide Google's product teams with ideas on how they can improve their products' pages using simple and accepted optimizations. These optimizations are intended to not only help search engines understand the content of our pages better, but also to improve our users' experience when visiting our sites. Simple steps such as fixing 404s and broken links, simplifying URL choice, and providing easier-to-understand titles and snippets for our pages can benefit both users and search engines. From the start of the project we also wanted to release the report card publicly so other companies and webmasters could learn from the report, which is filled with dozens of examples taken straight from our products' pages.

The project looked at the main pages of 100 different Google products, measuring them across a dozen common optimization categories. Future iterations of the project might look at deeper Google product web pages as well as international ones. We released the report card within Google last month and since then a good number of teams have taken action on it or plan to.

We hope you find our SEO Report Card useful and we'd love to hear your feedback in the comments below or in the Webmaster Central Help Forum. And if you'd like to do your own SEO tune up, a good place to start is by reading our free SEO Beginner's Guide.

Written by Brandon Falls, Adi Goradia, and Charlene Perez, Search Quality Team

Is your site hacked? New Message Center notifications for hacking and abuse

Webmaster Level: All

As we crawl the web, we see bad content inserted on to thousands of hacked sites each day. The number of sites attacked is staggering and the problem is only getting worse. Hackers and spammers target and successfully compromise any sites they can - small personal sites, schools and universities, even multinational corporations. Spam attacks against forums and user content sections of sites, though not as shocking, are even more widespread.

You may have read in an earlier post that we've begun notifying webmasters about new software versions via Webmaster Tools to help protect their sites. Continuing with our effort to provide more useful information to webmasters, we're happy to announce that we'll soon be sending even more notifications to the Message Center.

Starting this month, we will notify more webmasters of more potential issues we've detected on their websites, including:

• Spammy or abused user-generated content
• Abused forum pages or egregious amounts of comment spam
• Suspected hacking

These notifications are meant to alert webmasters of potential issues and provide next steps on how to get their sites fixed and back into Google's search results. If it pertains to a hacking or abuse issue, the notification will point to example URLs exhibiting this type of behavior. These notifications will run in parallel with our existing malware notifications.

A notice of suspected hacking, for example, will look like this:

We've been notifying webmasters of suspected hacking for years, but a recent upgrade to our systems will allow us to notify many more site owners that have been hacked. We hope webmasters will find these notifications useful in making sure their sites are clean and secure, ultimately providing a better user experience for their visitors. In the future, we may extend this effort even further to include other types of vulnerabilities or abuse issues.

Just as before, webmasters who have not already signed up for Webmaster Tools may still do so and retrieve previously sent messages within one year of their send date. And if you don't want to miss out on any important messages, remember to use the email forwarding feature to receive these alerts in your inbox.

If you have any questions, please feel free to ask in our Webmaster Help Forum or leave your comments below.

Posted by Jessica Wong and Jason Morrison, Search Quality Team

State of the Index 2009

Webmaster Level: All

At PubCon in Las Vegas in November 2009, I gave a "State of the Index" talk which covers what Google has done for users, web developers, and webmasters in the last year. I recently recreated it on video for those of you who didn't make it to the conference. You can watch it below:

And here are the slides if you'd like to follow along:

Posted by Matt Cutts, Search Quality Team

Answering your December Grab Bag questions

Webmaster Level: All

You asked and Matt Cutts answered. It's time to answer the latest round of Grab Bag questions! Here's the first answer, complete with Matt's new hairstyle:

We have a lot of videos ready to share, so we're not currently taking new questions for the Grab Bag. If you have a question that you would like answered, your best bet as always is to head to our Webmaster Help Forum, where you'll find plenty of knowledgeable webmasters, including some Bionic Posters!

To be kept up-to-date on our latest video releases, you can follow @googlewmc on Twitter, where we'll announce new videos and blog posts as they're published.

Posted by Michael Wyszomierski, Search Quality Team