Journal Archives

  1. [For background on #AmazonFAIL, see my article at the Women’s Media Center, and this post from yesterday.]

    Amazon is blaming their PR nightmare on their French brethren. While this still sounds sort of suspicious to me — it reeks of, “I totally have a girlfriend; you just haven’t met her because she lives in FRANCE” — I’ll run with it for the sake of the teaching moment that we have. Let me sooth my own inner conspirist, though, by saying that I find it extremely bizarre that this swath of books were all taken down together, at the same time.

    So, you’re a global corporate giant, and you’ve got a PR nightmare on your hands. You learn quickly that the storming of your castle is happening on social networks and media like Twitter and Facebook. If you’re looking to make the situation exponentially worse, here’s what you should do:

    • Stay silent. You know that you have a corporate blog, and a Twitter feed, and pages on Facebook, but you should ignore them. People aren’t there to talk to you, they’re there to wait patiently for your pearls of wisdom when you deem it time to do so. Preferably wait at least 36 hours before making any kind of statement.
    • Go old-school. When you’ve finally got something to say, choose old PR strategies and apply them to new media. Get your entire communications team to talk to “authoritative” voices that the masses will clearly listen to, and be quieted by.
    • Make it up. Don’t know have any control over your inner situation, or have any idea what’s happening? Come up with a really flimsy excuse, like, I don’t know, a “glitch.” Your consumer base, especially the sector that’s raving luny, is clearly not savvy enough to understand the complicated nature of your big business. Don’t admit, ever, that you are not 100% in control of the situation.

    There ya have it. And for you folks working the #sorryamazon hashtag? Please. Don’t let those jokers off the hook so easily. This is a  giant FAIL on the part of Amazon– everyone makes mistakes (though again, mistakes that affect LGBT, feminist and disability-themed books? I don’t know), but there are a myriad of things Amazon could have done to remedy the ripple effect.

  2. [For background on what AmazonFAIL is, see my article at the Women’s Media Center. UPDATE: See my final post on this topic, after the hacker theory was refuted by Amazon.]

    As the day has worn on, more parts of the story are unfolding, and all these little tidbits at the intersection of tech, culture, media and commerce are more than fascinating. This is the kind of story that sends me down the rabbit hole of musing for days.

    Let’s start with the tech side of things

    According to Jessica Valenti (and her publisher, Seal Press), Amazon reps are claiming that this is a purely internal issue caused by the mysterious “glitch” spoken of last night. I don’t think the reps know what they’re talking about, frankly. What I think is going on: there is a severe vulnerability in the Amazon flagging-for-inappropriate system, and it’s been found and exploited by one or more nerds with too much time on their hands. Amazon’s mistake, vis a vis the brave new world of social media, is two-fold:

    • Refusing to acknowledge a vulnerability. People are reaching the point not just that they like transparency in dealing with people who hold lots of important info on their behalf, but they are coming to demand it. Amazon’s “nothing more to see here” approach is damaging to the relationship they have with those outraged by the exploit.
    • Refusing to acknowledge the pain of affected people. If you have an entire relationship built on trust (with personal info, with commitments to move products, with referrals and wishlists, etc), you have the obligation to have that uncomfortable sit-down when a betrayal is introduced to the relationship. Amazon hasn’t done that yet. Yikes.

    There’s a livejournal blogger out there now claiming responsibility for the exploit. I won’t link over, because I actually think he’s full of crap, as do those who’ve attempted to reproduce his exploitative code. It’s a well known practice for those with no skillz to take responsibility for things they have no part of to build up their hacker cred. Please. You know what tipped me off, for the record? The references to wanting to have anonymous sex with women and heroin from Craigslist. Fetishy-objectifying of women is common in the hacker community, for sure, but this guy is just… silly.

    Read more →

  3. I wrote a quick article about what the deal with Amazon is:

    Over the holiday weekend, a firestorm let loose on the Internet: For no apparent reason, books on Amazon.com with feminist, LGBT and sexual-empowerment themes were removed from the sales rankings, numbers that show how well a product is performing on the website.

    Angry authors and readers responded by launching a full-on social media assault, using blogs, Facebook and Twitter to raise awareness and to collect signatures on a petition.

    Rapid response campaigns not affiliated with any one organization are increasingly becoming the norm in the age of free communication tools.  The Amazon incident (dubbed "AmazonFAIL," drawing on usage of "fail" as an indicator of strong disapproval in online cultures) is a fascinating example in part because of the cultural motivation behind and the mechanics of the removal and the implications for sales of "banned" books.

    Read the full article here.


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