Respect customer confidentiality in online conversations

Shel Israel has interesting post, here, where he comments on the current Scoble/Facebook imbroglio. Long story short, Scoble was using a script from Plaxo (which I’m not a fan of) to scrape data from his user account at Facebook. This violated their TOS and his account was suspended.

Of course, the blogosphere is in an uproar since this is the most important thing of the day, Iowa anyone?

So, Shel commented “Facebook has not yet joined the conversation but the day is early. It will be interesting to see how long it takes them to join a conversation that is most relevant to them. It will also be interesting to see who responds from Facebook.”

Here’s my thought, a question needs to be asked, should a company publicly talk about a dispute with one of its users or communicate directly with that person?

In this case, the user is someone who has chosen to be make their online life an open book, but that may not always be the case.

Think of your customers, not of the angry mob of the blogosphere. Do what is right for the long term, not what the unruly masses pounding on your door are shouting at you to do.

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2 thoughts on “Respect customer confidentiality in online conversations

  1. the blogosphere is much bigger the the minds and egos of those in the silicon valley. i doubt many are interested in the scoble issue beyond the social media bloggers. let me know when it reaches folks in the real world who care about more than widgets and applications.

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