Comments on: Amazon and The Power of Social Media http://www.hrbartender.com/2009/strategic/amazon-and-the-power-of-social-media/ HR RESPONSIBLY Mon, 15 Mar 2010 23:51:29 -0400 hourly 1 By: Kerry http://www.hrbartender.com/2009/strategic/amazon-and-the-power-of-social-media/comment-page-1/#comment-723 Kerry Wed, 15 Apr 2009 16:01:30 +0000 http://www.hrbartender.com/?p=1240#comment-723 This seems to have unfolded over Easter weekend (which is typically a time when a lot of people are traveling and/or visiting family). Is it possible that they just didn't have enough time to figure out what the problem was and decide how to address it? I'm not necessarily defending Amazon. I'm just a little uncomfortable with how quickly a very large pool of negativity developed, before the company had had a business day or so to find, correct and address the problem. The stuff we put out there about companies lives on the internet forever. I'm concerned that social media has made it really easy for us to schedule the hanging before the trial is over. I think it's also made us so hungry for now now NOW responses that we're maybe a little unreasonable in what constitutes "punctuality." In my experience, some snafus can't be figured out in the space of a day (especially if it's a major holiday). This seems to have unfolded over Easter weekend (which is typically a time when a lot of people are traveling and/or visiting family). Is it possible that they just didn’t have enough time to figure out what the problem was and decide how to address it?

I’m not necessarily defending Amazon. I’m just a little uncomfortable with how quickly a very large pool of negativity developed, before the company had had a business day or so to find, correct and address the problem.

The stuff we put out there about companies lives on the internet forever. I’m concerned that social media has made it really easy for us to schedule the hanging before the trial is over. I think it’s also made us so hungry for now now NOW responses that we’re maybe a little unreasonable in what constitutes “punctuality.” In my experience, some snafus can’t be figured out in the space of a day (especially if it’s a major holiday).

]]> By: hr bartender http://www.hrbartender.com/2009/strategic/amazon-and-the-power-of-social-media/comment-page-1/#comment-722 hr bartender Wed, 15 Apr 2009 15:53:03 +0000 http://www.hrbartender.com/?p=1240#comment-722 Thanks for all the great comments! It looks like Amazon has fessed up (sort of) and is trying to fix the problem. Regardless, they could have and should have handled the whole thing much better. To quote <a href="http://www.pbs.org/mediashift/2009/04/amazons-fail-not-using-social-media-to-react-to-amazonfail-meme104.html" rel="nofollow">Mediashift</a>: "(Amazon's) statement is thoughtful and well-crafted but lacked both punctuality and contrition." It's inexcusable for a company such as Amazon to have this kind of problem. Let's see if they can recover. Thanks for all the great comments! It looks like Amazon has fessed up (sort of) and is trying to fix the problem. Regardless, they could have and should have handled the whole thing much better. To quote Mediashift:

“(Amazon’s) statement is thoughtful and well-crafted but lacked both punctuality and contrition.”

It’s inexcusable for a company such as Amazon to have this kind of problem. Let’s see if they can recover.

]]> By: MLDina http://www.hrbartender.com/2009/strategic/amazon-and-the-power-of-social-media/comment-page-1/#comment-721 MLDina Wed, 15 Apr 2009 15:31:20 +0000 http://www.hrbartender.com/?p=1240#comment-721 I'm a bit shocked that a huge online presence like Amazon wouldn't be searching the social media sites on a frequent basis and responding to issues. The problem you brought up is also disappointing to me (ranking Ron Jeremy but not Ellen, dog fighting books v. adult content), because it's completely inconsistent- an essential to customer service! If you're selling shoes, for instance- and you have one pitch about high fashion, low comfort, and another focusing on comfort, what does that say to your customer? You're just making it up as you go along? I'm interested to see the follow up from Amazon, but that definitely loses points in my book. I want comfort and style- and consistency. I’m a bit shocked that a huge online presence like Amazon wouldn’t be searching the social media sites on a frequent basis and responding to issues. The problem you brought up is also disappointing to me (ranking Ron Jeremy but not Ellen, dog fighting books v. adult content), because it’s completely inconsistent- an essential to customer service!

If you’re selling shoes, for instance- and you have one pitch about high fashion, low comfort, and another focusing on comfort, what does that say to your customer? You’re just making it up as you go along? I’m interested to see the follow up from Amazon, but that definitely loses points in my book. I want comfort and style- and consistency.

]]> By: Puf http://www.hrbartender.com/2009/strategic/amazon-and-the-power-of-social-media/comment-page-1/#comment-718 Puf Tue, 14 Apr 2009 22:11:03 +0000 http://www.hrbartender.com/?p=1240#comment-718 I've heard the hacker take on this, and a part of me really hopes that's true, Amazon can't be that messed up, but even if that is the case you have to respond publicly quickly. The world moves too fast, and you must be nimble. Damage progresses at an exponential pace here on the intergoogles! I’ve heard the hacker take on this, and a part of me really hopes that’s true, Amazon can’t be that messed up, but even if that is the case you have to respond publicly quickly. The world moves too fast, and you must be nimble. Damage progresses at an exponential pace here on the intergoogles!

]]> By: Brian Batchelder http://www.hrbartender.com/2009/strategic/amazon-and-the-power-of-social-media/comment-page-1/#comment-716 Brian Batchelder Tue, 14 Apr 2009 12:46:23 +0000 http://www.hrbartender.com/?p=1240#comment-716 I think you said it perfectly here: "When you blog or tweet or publish anything, consider the damage you could be causing. Yeah, I must admit there are plenty of times that I’ve wanted to tell the world about something I don’t like…but I would much prefer to tell you about the great stuff going on in the world." As a new blogger, I keep that in mind with every post I write. Brian www.brianbatchelder.com I think you said it perfectly here: “When you blog or tweet or publish anything, consider the damage you could be causing. Yeah, I must admit there are plenty of times that I’ve wanted to tell the world about something I don’t like…but I would much prefer to tell you about the great stuff going on in the world.”

As a new blogger, I keep that in mind with every post I write.

Brian
http://www.brianbatchelder.com

]]> By: Michael Long (The Red Recruiter) http://www.hrbartender.com/2009/strategic/amazon-and-the-power-of-social-media/comment-page-1/#comment-715 Michael Long (The Red Recruiter) Tue, 14 Apr 2009 07:54:09 +0000 http://www.hrbartender.com/?p=1240#comment-715 It really comes down to our new ability to organize so quickly. Something like this would have been next to impossible even five years ago! This is one of the many reasons why social media is so fascinating to me. Like you, I hope that it's a power more frequently harnessed for good than negativity as it evolves. While I think that the situation with Amazon is unfortunate, it sounds as if they are going to be fixing the issue... and quickly! Go figure ;-) "I can respect companies that admit when they’ve botched something up." Accountability is the future of business. Those companies who understand and accept this will thrive - those who do not, will not. I think I need you to pour me another shot of reality so that I can get back to work! Thanks for the post! Looking forward, Michael (The Red Recruiter) It really comes down to our new ability to organize so quickly. Something like this would have been next to impossible even five years ago! This is one of the many reasons why social media is so fascinating to me. Like you, I hope that it’s a power more frequently harnessed for good than negativity as it evolves.

While I think that the situation with Amazon is unfortunate, it sounds as if they are going to be fixing the issue… and quickly! Go figure ;-)

“I can respect companies that admit when they’ve botched something up.”

Accountability is the future of business. Those companies who understand and accept this will thrive – those who do not, will not.

I think I need you to pour me another shot of reality so that I can get back to work! Thanks for the post!

Looking forward,
Michael (The Red Recruiter)

]]> By: Kerry http://www.hrbartender.com/2009/strategic/amazon-and-the-power-of-social-media/comment-page-1/#comment-714 Kerry Mon, 13 Apr 2009 21:31:53 +0000 http://www.hrbartender.com/?p=1240#comment-714 The Consumerist is reporting that this is apparently the work of a hacker, not Amazon. I don't have any affiliation with Amazon (other than as a customer), but I imagine they were scrambling to figure out what had happened, and that's why we didn't hear from them immediately. The Consumerist is reporting that this is apparently the work of a hacker, not Amazon.

I don’t have any affiliation with Amazon (other than as a customer), but I imagine they were scrambling to figure out what had happened, and that’s why we didn’t hear from them immediately.

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