Beyond Binary

Microsoft said that a configuration change that was mistakenly moved from testing onto the live Bing.com site was to blame for an outage Thursday that left Microsoft's search engine completely inaccessible for more than half an hour.

A Microsoft representative told CNET on Friday that the problem appears to have come when something being tested was moved onto the live site.

"A configuration change was mistakenly propagated to production from staging," the representative said. "It was supposed to stay in the test environment--it was a mistake."

In a blog posting that went up late on Thursday night, Microsoft Senior Vice President Satya Nadella said that a change made during testing had "unfortunate and unintended consequences."

"As soon as the issue was detected, the change was rolled back, which caused the site to return to normal behavior," Nadella said. "Unfortunately the detection and rollback took about half an hour, and during that time users were unable to use bing.com."

And here I thought Microsoft was just trying to be energy efficient by running Bing only 23 hours a day.

Nadella said that Microsoft is exploring what went wrong to make sure it doesn't happen again. The outage came just a day after Microsoft announced a variety of changes to Bing, including added detail for some results and improved mapping tricks.

On the plus side, though, as ZDNet colleague Larry Dignan pointed out, at least people noticed there was an outage. It's all about mindshare, right?

In what could be a blow to its image, Microsoft's main Bing search site suffered through an outage on Thursday evening.

Visitors to Bing.com were getting a browser error message rather than a search bar. Service was down for at least 45 minutes before being restored around 7:10 p.m. PST.

Microsoft acknowledged the issues on its Twitter feed and said it was looking into the matter. It later offered the following explanation, posted to a Bing blog by Satya Nadella, senior vice president of the Online Services division:

The cause of the outage was a configuration change during some internal testing that had unfortunate and unintended consequences.

As soon as the issue was detected, the change was rolled back, which caused the site to return to normal behavior. Unfortunately the detection and rollback took about half an hour, and during that time users were unable to use bing.com.

We strive to maintain a high standard of operational excellence at Bing. We are running a post mortem to find out how our software and processes need to be improved to prevent anything like this from happening again.

A Microsoft representative did not immediately return an e-mail seeking comment.

The outage comes after a big week in which Microsoft announced new search abilities for Bing as well as improved mapping.

Updated at 7:13 p.m. PST to reflect site's return. Updated at 11:13 p.m. PST with Microsoft statement.

SAN FRANCISCO--Although Microsoft would rather everyone ran out and bought a Windows Mobile phone, the software maker is aware of reality. And, since it wants people to use Bing on their phones, it knows it needs to have software that works on other devices.

"Everyone understands the popularity and the pervasiveness of the platform," said Microsoft principal group program manager David Raissipour, following a Bing event Wednesday. "We are actively working on it."

Raissipour confirmed Microsoft is working on a mobile Bing application that will combine a number of features--more than just mapping and search. However, he declined to say what all of those features are or when the software will be ready.

I probed as to whether some of the cool mapping technology Microsoft showed on Wednesday might make it onto phones. Raissipour said such mapping requires a rich platform, but could potentially be done without Silverlight, if necessary. So, what about the iPhone?

"It's certainly possible," Raissipour said. "That's a rich platform."

Microsoft already has native mobile applications for many Windows Mobile phones, BlackBerry devices, and a number of Verizon feature phones. The company is also exploring what it might be able to do on Android, particularly on non-Google branded Android devices. In the meantime, the company has its mobile m.bing.com Web site.

I also had a chance to catch up with overall search engineering chief Satya Nadella to ask some overall Bing questions.

In particular, I wanted to see just how many people are actively choosing to go to Bing.com, as opposed to just searching via MSN or a browser tool bar. With Bing's predecessor, Live Search, very few people actually went to the Live.com page.

"It's still a small percentage," Nadella said, but noted that it has succeeded in getting a fan base, which was a key early goal of the product.

When it comes to the data that Microsoft is including at the top of some search results, in general, Nadella said Microsoft is not paying for the content, nor are companies paying to get their information included.

The benefit to Microsoft is that it displays more useful results while content providers get a link high up in the results page. "It's kind of like SEO [Search Engine Optimization] for structured data," Nadella said. As for those new mapping abilities, I encourage you to check them out for yourself and read . In addition, though, here's a video I did with Microsoft's Blaise Aguera y Arcas, where he walks through the new features.

Although Microsoft and Yahoo have only just inked their final search deal and still need regulatory approval, Microsoft's Yusuf Mehdi talked on Tuesday about the economics that the deal will bring.

Speaking at a Credit Suisse technology investor conference in Arizona, Mehdi said that both Microsoft and Yahoo should see a double-digit increase in revenue per search, once the two companies have a single paid search system.

Putting their two separate paid search systems together will take longer than just setting up Yahoo to use Bing's algorithmic search.

"That is going to take some time," Mehdi said in the speech, which was Webcast on Microsoft's investor site. Just closing the deal has taken quite awhile. There was the months of talks of an outright acquisition, then the eventual search deal announced in July, and then several more months spent ironing out the final details.

Now Microsoft is waiting on regulatory approval on the deal, but Mehdi said he remains optimistic that it will get the nods it needs in time to close the deal early next calendar year.

The integration is also going to be expensive Mehdi acknowledged, reiterating a past estimate that Microsoft will spend $100 million to $200 million in transition costs during the first year. Mehdi said the company has not said how much it expects to spend in the second year, but said that after that, the deal should be a boon to Microsoft's financial results.

As for Bing, Mehdi said executives are pleased with the results for its first six months, citing ComScore U.S. search query market share figures that show Microsoft growing from 8.4 percent to 9.9 percent over that period. That said, Mehdi acknowledged that "we have a very long ways to go against a tough competitor."

Several Microsoft executives will be in San Francisco on Wednesday to talk about some new moves in search, including some developments in mobile and mapping. Google, meanwhile, is planning a search event of its own on Monday.

Unlike when you stand over your coworker's desk, Microsoft's Bing search engine actually works better when you hover.

One of the key features of the would-be rival to Google is that when you hover to the right of a result, you can get a preview of what to expect. As part of an update this week, Bing's hover result will now feature more information including a thumbnail preview of the site in question.

One of the ongoing challenges for Bing, besides just getting more people to use the site, is letting them know that the hover feature is there. Microsoft's research has shown it gets high usage from those who know about it, but also finds that lots of people don't know the feature is there. Microsoft has been experimenting with some different visual cues that might make it easier to stumble upon the previews.

The hover feature was developed by the San Francisco-based team that Microsoft acquired as part of last year's acquisition of Powerset. Powerset, which developed a semantic search technology, also powers Bing's index of Wikipedia.

Bing's fall update update also includes the first fruits of a deal with Wolfram Alpha. As part of that arrangement, certain health related searches, such as "how many calories in a hamburger" will now feature information from Alpha. Bing will also rely on Alpha for some math calculations, Microsoft said in a blog posting on Wednesday. Wolfram noted that Microsoft is one of the first customers for a commercial licensing program that was formally announced several weeks ago.

Other changes to Bing include improved local results for topics such as weather and events.

It's all part of a wave of updates Microsoft is making to Bing this week. On Tuesday, Microsoft said it is moving its MSN Video site under the Bing umbrella, with a new video page that can be used to watch videos from places like Hulu and elsewhere.

The company also announced some enhancements to Bing Maps, including the ability to use the mouse to alter a suggested route and have one's directions re-calculated.

The improvements come as Microsoft is looking for ways to stand out from Google as it tries to wrest share from its much larger rival. The software maker has seen a modest uptick but faces steep hurdles in trying to make more significant gains.

Experian Hitwise said Wednesday that Bing's share reached 9.57 percent in October. That's up from 8.96 percent in September, but still well behind Google, which had more than 70 percent and Yahoo, with 16 percent of the U.S. search query market.

While adding features is clearly important, trying to stay ahead in the search game can be quite a challenge. Just hours after Microsoft announced a deal last month to index real-time tweets from Twitter, Google announced plans to do the same.

Microsoft has also gotten some unwanted attention for one of its features--the Bing Cashback program--where users can get a portion of their online transactions rebated by starting off on Bing. A blog posting outlined a flaw in the mechanism that could allow people to get cash back without ever spending money via Bing.

That posting was pulled after a demand from Microsoft's lawyers.

Why would anything between Microsoft and Yahoo go quickly?

After months of awkward teenage romance, the two companies finally announced that they had reached a deal in July.

However, the two sides are apparently still working out the terms of what they agreed to in the "binding letter agreement" reached in July. In a regulatory filing on Wednesday, Yahoo said it and Microsoft need more time to iron out a definitive accord.

"The Letter Agreement specified that the parties would execute definitive agreements by October 27, 2009, but given the complex nature of the transaction, there remain some details to be finalized," Yahoo said in a filing with the U.S. Securities and Exchange Commission.

They have time, as regulators are still pouring over the deal.

In a statement, Microsoft said the two companies remain committed to their arrangement.

"Given the complex nature of this transaction, there remain some issues that need some additional clarity and definitive details," a Microsoft representative said in a statement. "So the teams at Yahoo and Microsoft are continuing to work on the remaining details, and we have mutually agreed to extend the period to negotiate and execute the agreement."

Microsoft said "both companies are optimistic that we will be able to close this deal by early 2010."

REDMOND, Wash.--In the wake of Microsoft's search deal with Yahoo, online chief Qi Lu outlined why the business is so important to Microsoft and how the company hopes to make headway.

For one thing, he promised the crowd of financial analysts, it can be a huge money maker.

"When you are at scale it can be a hugely profitable business," Lu said.

The problem is that many of the costs are the same even if you are not operating at scale, which is the place Microsoft has found itself. "Even if you have one user you have to crawl the whole Web."

But the challenge goes further, he said, noting that smaller players, by their nature, have fewer ads to show, meaning those ads are less relevant and the search experience is not only less profitable, but less desirable for users.

The Yahoo deal will help Microsoft in the scale arena. Combined, the two companies would have more than triple the search share that Microsoft has on its own. That said, the combined entity still has less than half of Google's share.

"With larger scales there are several important advantages," Lu said. "There is an almost immediate lift in the quality of user experience."

For example, suggested searches are based on a fairly simple algorithm, but one that gets much better the more queries a search provider sees.

But, even beyond the scale issues, Lu acknowledged that Microsoft also faces a brand challenge. He said that studies show that given a choice between Google's brand with another provider's results and Google's results with another provider's brand--users will choose the Google name, which has become synonymous with search.

"People will prefer the Google brand because of the strength it has," said Lu, who joined Microsoft from Yahoo at the end of last year.

Answering those challenges won't happen overnight, he said.

"We want to be brutally honest about where we are," he said. "It's going to take time."

Microsoft relaunched its search engine as Bing in June and has seen a slight bump in market share, though it remains to be seen whether it can hold onto and build on that initial interest.

"Overall the early feedback from the market has been encouraging," Lu said. "It's a good step, but it's the first step in a long, long journey."

Microsoft's search deal with Yahoo is the culmination of months of well documented negotiations, but in many ways, it is just the beginning of the long road ahead.

In the coming months, Microsoft and Yahoo will not only have to win regulatory approval for the deal, but also figure out how to bring together disparate approaches to the search market.

Microsoft has spent much of its energy in the last couple years refining its core technology, improving in vertical categories, and rebranding its Web search under the Bing moniker. Yahoo, meanwhile has put a lot of energy into tools that allow others to build on its technology, including the BOSS (Build your Own Search Service) and SearchMonkey efforts.

As part of the deal announced on Wednesday, Microsoft will now be responsible for trying to merge those efforts. In an interview, Microsoft Senior Vice president Yusuf Mehdi said Microsoft hasn't looked at the specific lines of code in that area, but is open to trying to take Yahoo's best ideas and integrate them into Bing.

"We like the approach that Yahoo has done," he said, referring to SearchMonkey and BOSS.

Both Mehdi and Yahoo Executive VP Schneider acknowledged that there are integration challenges, but Schneider said there is a clear delineation of who is responsible for what.

"At the same time we are integrating, we are really divide-and-conquering," Schneider said in the joint interview with Mehdi. "The reality is in the way we structured (the deal), it allows each of us to innovate in the areas that will jointly bring advantage."

The fact that the companies have already spent time thinking about these issues reflects the different nature of the discussions this time around.

Whereas last year's negotiations were done with Yahoo's board and a keen eye on Wall Street, the deal announced on Wednesday is much more focused on how to build a search business for the long term.

CEO Steve Ballmer noted on the conference call earlier Wednesday that the two sides have a 100-page playbook as opposed to a two-page term sheet and also noted that the negotiations were handled by management as opposed to representatives of the company's boards.

In addition to being run by the top management from Microsoft's online group, including Mehdi, Senior Vice President Satya Nadella, and online unit President Qi Lu (a former Yahoo executive), Mehdi and Schneider said the negotiating teams routinely called on the companies' engineering and sales ranks to make sure the deal they were structuring made operational sense.

It wasn't just the typical few business development executives in a room hashing out financial details, the pair said. "We really have got a great vibe with Yahoo's operating team," Mehdi said.

The two companies will be able to do some work on their joint plans while the deal is pending, but there are limits as to how much collaboration can take place.

"We will do all of the pre-work that we are allowed to do in terms of preparing," Mehdi said. "We feel like we can make a lot of progress."

Ultimately, though, the two companies said they expect just integrating Bing's results into Yahoo in the U.S. will take several months, while moving from Yahoo's Panama ad-serving technology to Microsoft's AdCenter could take a year. It could be two years from the deal close before the two companies can fully implement the deal across the globe.

Microsoft's Mehdi didn't close the door on an eventual expansion of the deal into some of the areas the two companies had at one point considered, such as joint work on display advertising.

"Today is a start on a fantastic partnership which we are very excited about," Mehdi said. "By starting this partnership it allows us to over time build greater and deeper relationships. Right now the focus is on getting to a credible No. 2 player in search and paid search."

One of the open questions is what will happen to each company's business and workforce during the time that the deal is pending. Schneider said the companies have a communications plan for employees as well as the sorts of retention bonuses planned to keep key employees in place.

"We believe this is a winning plan," she said. "People want to be part of a winning vision."

Ultimately, Yahoo CEO Carol Bartz said some of Yahoo search employees will move to other parts of the company, some will be offered jobs at Microsoft, while others will eventually lose their jobs.

For his part, Mehdi said the company will continue to beef up its search staff while the deal is pending. "We are continuing to hire and invest in search."

Roughly 18 months after the word Microhoo entered the technology lexicon, the two companies finally have a partnership to speak of.

As part of a 10-year pact announced early Wednesday, Microsoft's technology will power the two companies' search sites, while Yahoo will handle ad-selling duties.

Executives from both companies will discuss the deal in a conference call from Yahoo's headquarters in Sunnyvale, Calif., at 5:30 a.m. PDT. Follow the live coverage here.

5:32 a.m.: Still listening to meditative hold music. They really could use something more upbeat.
5:33 a.m.: Getting the details on how conference calls work. Apparently we'll be in some sort of "listen-only mode."
5:34 a.m.: There will be some forward-looking statements. (Stuff they predict may or may not happen.)
5:35 a.m.: Yahoo CEO Carol Bartz says deal is a game changer "and I'm glad to finally be able to talk about it." She added: "We face a formidable competitor in one area and that area is search."
5:37 a.m.: Yahoo's sales force will handle sales of both sites' search. Self-serve ads will be fulfilled via Microsoft's AdCenter.

"What this deal is really about for everyone is scale," Bartz said. By combining, they can deliver a viable alternative.

Funny how it's all about Google, but she's not naming Google.

"Everyone wants a real alternative and advertisers are no different," Bartz said.

"Powered by Bing" will appear at the bottom of the Yahoo search results.
5:40 a.m.: "This agreement has been a longtime coming," CEO Steve Ballmer said. Um, yeah.

Ballmer continues: the bottom line is the agreement will enable us to create more innovation in search, better value, and world peace. (Maybe not the latter. Remember, these are forward-looking statements.)

It's apparently a win-win.

"Both companies benefit from scale and better economics. Consumers really will get better products," Ballmer said.
5:42 a.m.: Bartz talking nitty-gritty details. Both companies will have separate display-ad sales forces. Microsoft will pay Yahoo 88 percent of revenue for search ads on Yahoo sites.

"Our revenue will come down a bit due to revenue sharing," Bartz said, but added that operating income should rise, expenses drop, etc.

"This deal won't happen overnight," Bartz said. First, the companies will have to convince regulators it's a good thing.

Assuming they get the OK, the companies will start with major markets, including the U.S., which will transition to using Bing results in 3 to 6 months. Shifting from Yahoo's Panama paid search tool to Microsoft's AdCenter will take 12 months. Full global roll-out should take 24 months.
5:46 a.m.: On to the Q&A.

So why not display advertising? "We wanted to keep this as simple and straightforward as possible," Bartz said.

"We're taking a big bite here," Ballmer said. "Search is a more well-known thing" when it comes to automating the ad-selling.

How big is the revenue-per-search gap? (Microsoft is guaranteeing a certain amount of revenue for each search query to Yahoo.

"We and Yahoo are sort of close and we both lag Google," Ballmer said. Some of that is scale, he said which will be helped by deal.
5:49 a.m.: Why no "boatloads of cash" from Microsoft. Why wasn't there an up-front payment?

"Having a big cash payment up front doesn't really help us from an operating standpoint," Bartz said. As far as we're concerned, she said, the "boatloads of cash" is preserving our revenue line.
5:51 a.m.: The two companies have talked about the financial impact to Yahoo, but what about Microsoft?

Ballmer acknowledges that most of the revenue from Yahoo's search results will go back to Yahoo. "We paid a high TAC rate," he said, referring to traffic acquisition costs and the 88 percent of revenue that Yahoo will get.

Microsoft will spend "a couple of hundreds of millions" of dollars for implementation and transition costs "We're sort of betting into the future," Ballmer said. The upside, he said, is better relevance. "Ads are part of being relevant and we have a better chance of being relevant." Ballmer said it should improve relevance on both sites. The upside comes as execution really builds.

"There's a lot of work involved in this transition to our platform," Ballmer said.
5:56 a.m.: Any opposition in Washington?

"We expect we will face some opposition from...the competitor," Ballmer said. (Assuming he is talking about Google and not Ask.com)

Ballmer said that the deal benefits advertisers, publishers, and consumers.

"Obviously, we will be called to present that case in D.C. and Brussels and other places," Ballmer said.
5:58 a.m.: What about impact on jobs?

"There are certainly many Yahoo search employees that will be asked to take jobs at Microsoft as they integrate the technology," Bartz said. "There will also be search employees that we look to help us on the display side... And then unfortunately, there will be some redundancies in Yahoo."

Nothing will change until we get regulatory approval, which we hope is in early 2010, Bartz said. "There will be redundancies, but it will be in the future." Bartz didn't give an estimate of how many jobs will be lost.
6:01 a.m.: The most complex part of the deal, Ballmer said, is around protecting privacy and allowing both companies to build their products around search.

"You really have to say what data gets shared and how does it get shared," he said.

6:03 a.m.: How can Yahoo innovate if Microsoft is in charge of the technology?

"There is a lot of innovation that happens above the search results," Bartz said.
6:04 a.m.: What does this mean in terms of mobile and platforms beyond the Web?

"We spent time talking about mobile," Bartz said. "We have the option of using the Microsoft technology for the mobile Web experience. It's not exclusive as it is on the PC. The only difference is it is not exclusive. If somewhere down the road we wanted to switch, we could."
6:06 a.m.: What is the rate when Yahoo sells on Bing.com? What is the risk and impact on Yahoo's affiliates? What about all of the 800,000 advertisers that are running their campaigns only on Google.

Yahoo actually doesn't get split of Bing revenue.

"When the Yahoo sales people sell (they) don't know whether will sell on Yahoo or Bing," Ballmer said. "You are buying the keyword in both environments."

As for Google-only advertisers, Bartz said that combining Panama and AdCenter will help. "Smaller advertisers want to make sure there's a meaningful market, and they don't want to learn three platforms."

Ballmer said that the bulk of Google-only advertisers are outside the U.S. where the companies have even less share. Google has 78 percent of the paid search market here, but in Western Europe, Ballmer said, it is more like 92 percent.
6:12 a.m.: How much code will come from Yahoo vs. Microsoft's Bing. Our engineers know Bing, Ballmer said, but he added that Microsoft will be getting access to any technology from Yahoo. "We have a license to code."

Ultimately, though, Ballmer said, Microsoft will have to make those choices and build a product that is financially more successful than its current search effort. "The burden is on us to deliver the goods."
6:17 a.m.: Why is this deal better than one on the table last year.

"I've done some exploring of that," Bartz said. "There's actually more fiction in the market than there is fact."

The search partnership discussed last year would have had a big up-front payment, but would have generated less revenue over the long term for Yahoo.

"We really are trying to run a long-term business here," Bartz said.

Ballmer noted that last year's deal was negotiated more by the boards than by the operating management.

"The deal is different...For Microsoft, this deal is not better, but this deal is different," Ballmer said.
6:21 a.m.: Who will be in charge of execution?

There will be a team from both sides, Bartz said.

"This is not a minor project," Ballmer agreed. "This is a major execution (challenge)," he said, noting that for Microsoft, the team will include the top leadership of the online business, including former Yahoo executive Qi Lu.

"It's not like we come here with a two-page term sheet," Ballmer said. "I think we have well over 100 pages written to describe what we are doing."

Bartz acknowledged that a partnership is harder in some ways than going it alone. That's why the companies wanted to make sure they were really committed to one another.

"Dating is one thing," she said. "Having a partnership is another."
6:28 a.m.: Call ends, with a pitch for the companies' joint Web site www.choicevalueinnovation.com. (I guess ButItsNotGoogle.com was taken.)