Responses to Six Apart's Response
To provide you with an idea how much publicity the issue is getting, here are the numbers of unique users who've visited this blog each day from my logs since Sunday.
Wednesday May 24, 2006 962
Tuesday May 23, 2006 643
Monday May 22, 2006 423
Sunday May 21, 2006 104
The petition organizers report that over 1500 emails were sent through their page.
I'm going to quote from some comments to Doug's post I think Six Apart should listen to.
becke1084 : If LJA screws up, there needs to be a higher appeal option; this "we're right, you're wrong, the end, you're suspended" approach from LJA is totally inappropriate, especially for paying customers such as myself... In close, I am a five-year member of the LJ community, and I have been a paid member for nearly 4 years. I am not yet a mother, and I have never breastfed a child, but I am very much an advocate. I applaud all of the women who have given their time and their voice to this issue, and I can only hope that LJ and Six Apart will do what is RIGHT and put this issue to bed before the end of the week."
dreamalynn : "I don't see sensitivity here, I see pandering. And since your time is supposed to be spent dealing with the customers of your company and meeting their needs, I'm not going to thank you for doing your job for which I'm sure you're well paid. And by no means will I thank you for a response that does nothing new to address our concerns at all. There is nothing here but the same stack of non-answers, the same put offs, the same offensive analogies, the same mischaracterizations of our argument, the same suggestions that there are "grey areas" in need of clarity and the same promises of discussion and progress that we've been seeing all week."
thegoddesschaos: "this is not an apology- nothing has changed. you are attempting to placate us and drag this out so that we give up and go away. i am not buying into it. THOUSANDS others are not buying into it either."
tamago23: "First, let me say that was a lovely apology... for you. It did an excellent job of making it appear that the problem was our perceptions, not the actual behavior of the LJ Abuse Team and Denise P. There is a difference between "appeared to show" and "showed". The former makes it the fault of the person complaining - we weren't really at fault, you just perceived it that way! The latter admits wrongdoing on the part of the entity being complained against. Is there really any way you can review the letters sent by LJ Abuse and then honestly say that it was just our perception that they were insulting and hostile? ... Don't get me wrong, I am grateful that we're being acknowledged by Six Apart. I'm just currently not getting the sense that we're being *listened* to."
Elsewhere there is speculation that Six Apart may be toughening up on their TOS because they're now selling advertising.
dstroy: "There was an article in Wall Street Journal recently talking about how advertisers are super adamant about having nudie-bits associated with their ads, so places like Six-Apart, Myspace, Flikr, and other traditional Second Generation web communities are suddenly finding themselves hiring huge teams of content censors to eliminate stuff that might scare away their money source."
From the abuse team side, Shamanix steps in with a classic response to the contradiction I referred to.
Shamanix: "What people report and what actually happen are sometimes two very different things, as I'm sure you're well aware. As you've quoted from my comment to [info]abuse_lj_abuse, I feel I should point out that all abuse cases are confidential and that team members cannot comment on specific cases."
In other words, the user was lying but we can't tell you the truth because it's confidential... even though the user was the one who brought it up and says she'd like to know "what violation of the US law they were investigating."
Some LiveJournal users have said they think the whole system of using volunteers is flawed.
Commenting here, cdaae13 says "But really, the fish rots from the head. Getting a new head of abuse won't solve *every* problem, but it would certainly be a step in the right direction. An even better step would be to no longer use volunteers... Paid employees would be much more accountable for their actions. LJ/6A is earning more money with advertisements. Use that money to fix the existing problems with the service."
Panda Cookie: "I used to be a Support volunteer for LJ. I didn't care for the way they handled thier customers, so I left. I've NEVER thought highly of the Abuse team, even when I was a Support volunteer. This whole thing with breastfeeding just makes me dislike them more."
HidingMyself: "My problem with abuse is that they use volunteers, so there can't be any consistency... SA really should take some of the money that has been flowing into their coffers to professionalize abuse. It'd help clear up a lot of the problems and confusion."
Do you have a Digg account? Digg this story.
Tags: livejournal, six apart, blogging, customer service, lj abuse