We heard you. We fixed it. We'll do better. Here's how you can help.
I’m no Facebook expert and I didn’t particularly care for the recent change in the TOS. However, I do like that they have the ability to contact their community directly, and tell them that they have been heard and that as a result of their concerns, Facebook is making a change. Facebook then invited the community to talk openly about their issues with the Facebook team – here’s the forum.
It could be argued that the TOS idea should have been tested first before being announced. Fair point. There are, however, far too few companies that know how to respond in a timely way or how to reach out to their customers and encourage them to participate in making things better. For this quick and thoughtful response, Facebook should be applauded.
UPDATE: Facebook went further today (Feb 26, 3009) in terms of including users in governance. While they provided a forum initially, they have now they have invited users to help them define governance of the community.
Where is this going? We think smart companies are not just finding was to converse with their customers, but going further by giving them more formal roles in shaping the organization.
Posted in: Leadership | Tagged: co-creation, co-leadership, co-management, community management, customer service, facebook, reputation management, terms of service. social media | 2 Comments
2 Comments to “We heard you. We fixed it. We'll do better. Here's how you can help.”
Great to highlight a company that takes action – if only forced to do so because of an active user base. This reminds me of when Johnson & Johnson pulled their Motrin ads due to an uproar from mothers on Twitter – check out the story and the original ad: http://blogs.forbes.com/sciencebizblog/2008/11/twitter-moms-si.html.
Let me just add to this that now someone from J&J is dedicated to following Twitter, Facebook and other social media outlets because they do matter.