When will there be official Google support for webmaster questions? I only ever receive automated responses after submitting reconsideration requests despite going to length to write in detail with regards to my issues and what I have done.
Phil, Bedfordshire, UK
Today’s question comes fromthe United Kingdom.
Phil asks, “When will there beofficial Google support for
I only ever receive automatedresponses after submitting
reconsideration requests despitegoing to length to
write in detail with regards tomy issues and what I have
So the problem is fundamentallya scale issue.
There’s 250 milliondomain names.
I think the most recent datathat we’ve provided says that
we took action on 400,000 sitesto the degree that we
sent them a manual messagein January of 2013.
And we get about 5,000reconsideration reports each
week, so about 20,000 a month.
And the problem is our primarygoal has to be returning the
highest quality setof search results.
So that’s what we reallyneed to work on.
And then our secondary goal isto talk to webmasters about
actions that we’vetaken on sites.
So the problem primarilyis that there’s so many
webmasters on the web, and ourindex is really big, and we
get over 2 billionqueries a day.
And so we don’t really have agreat way to talk one-on-one
with individual webmasters.
So we try to come up withscalable ways, like webmaster
videos like these that can getseveral thousand views.
But it is really tricky tohave a conversation,
especially a prolonged, detailedconversation, about a
We’ll keep looking for newways to do better.
We’ll keep looking for waysto communicate scalably.
But that’s the fundamentaldilemma.
That’s the issue that we face.
And so the reconsiderationrequest process, for example,
you’ll typically get back, “yes,you’re doing OK,” or
“no, you still have work to do.”Or in some cases, “we’ve
processed your request,” whichmight mean, hey, you had
multiple issues and maybe oneis now resolved, but there’s
still more issues thatneed to be resolved.
But the standard reconsiderationrequest reply
doesn’t have a free text areawhere someone could just type
in extra advice or somethinglike that.
We have experimented with doingsome communication above
and beyond for peoplewho are doing
But it is tricky, because everybit of time we’re taking
away to spend on that, we’retaking away from spam
fighting right now.
And so we’re trying to find theright balance, and trying
to find ways that willbe scalable.
We are looking at ways that wecan provide more information,
for example in the messagesthat we send out.
And so I think we’ll keepmaking progress on that.
But it’s fundamentallya very hard problem.