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For many years I have been a fervent Google supporter. I prefer Gmail over any other email client, the Ferret and I share all our budget and household spreadsheets on Google Docs, all our wedding photos are stored on Picasa, we have our own and mutual Calendars and love how it integrates Maps. I occasionally rely on Google to Translate, like the News, and recommend iGoogle to many.
My love and admiration for Google has unfortunately taken a steep dive. I shrugged when Wave was launched, but with Buzz they’ve really killed mine.
The reason I’ve always liked Gmail is because I’m a control and a neat freak and Gmail provides me with the clutter-free, sleek environment I demand. I am also a privacy nut. I don’t post loads of pictures on Facebook and don’t post my real name on this blog. So when Buzz decided to automatically follow everyone in my “all contacts” list, I was less than impressed. When I noticed I cannot change my public name, and that the buzz comments for me aren’t just listed in Buzz but generate additional emails, I quickly hit the hide button. One blogger made the news with her rant about Buzz, but I noticed her blog is now no longer available. Just like her though, I am still concerned about the privacy issues Buzz has brought along.
I work for a company that has been bogged down in privacy issues for years. Here are a few tips for Todd Jackson, product manager at Google:
Before launching a new product, consult with both your PR and Legal departments. If you did, Todd, I can only assume you either ignored their advice, or they are incompetent and did not advise you well.
I know that in the meantime you’ve been working hard to address our “concerns”, but an information paper and a Q&A with your PR should have raised these issues before the launch. Launching a faulty product turns people off and it becomes much more difficult to convince them that the next version does a better job.
As a PR pro, I often face these situations where product managers can’t wait to launch their latest and greatest, no matter how much more testing, piloting and scrutinizing the product still needs. They don’t ask PR to help them out from the bat off, but insist we promote the thing with a bang it does not necessarily deserve. A thorough test phase and a well thought through Q&A can solve a lot of issues, and keep your customer base happy.
Google, take some lessons from a communicator who has seen how brittle a company’s reputation really is.
