Showing posts with label ethics. Show all posts
Showing posts with label ethics. Show all posts

Monday, August 16, 2010

Company forums, personal information and the World of Warcraft

Those of you who have forums on your Web site understand that spammers and trolls can be a real nuisance. Perhaps you can relate to the trouble Activision Blizzard has with dealing with the multitude of undesirable posts on their official World of Warcraft forums.

On July 6th, Activision Blizzard, Inc. unveiled a controversial plan to help regulate the forums: Anyone posting on forums would have their real name displayed. The philosophy is that with real names associated with each posting, personal accountability will come into play and subscribers will be more civil. There was immediate backlash from WOW subscribers and users concerned about this proposed policy change. Personal privacy advocates were particularly concerned about publicly displaying real names in connection with Warcraft. Posters also worried about the possibility of cyberstalking and out-of-game harassment.

In an attempt to show how "harmless" the proposed change would be, a forum moderator posted his real name in the Blizzard Forum discussion on this topic.
Within minutes, community members posted all matter of personal information on him. Using only Google searches and his real name, they found and posted such info as his:

  • Cell phone number
  • Twitter and Facebook accounts
  • Personal photos
  • Mailing address
  • Maps to his house.
The community used this opportunity to illustrate how much information can be easily gathered, and how it could be dangerous when your real name is displayed in the forums.


There are simpler ways to combat undesirable posters than by publicly displaying personally identifying information. In her post, forum moderator Nethaera provides the basic methods used in forums to ensure that useful information will be seen and found by users:
  • Having the community rate posts (the Slashdot commenting model)
  • Highlighting posts based on rating (YouTube's "highest rated comment" model)
  • Improving forum search

    YouTube has successfully adopted most of these methods to improve the comments on their videos (highest rated comments, voting up/voting down and automatically hiding spam/comments with a low rating).
The lesson is that spammers and trolls will make it on to your company forums, as they find their way onto EVERY board. The undesirable posters can manage to defeat almost any automated security precautions you can set up. The presence of an active group of forum moderators (employees of your company or a trusted enthusiast of your brand) goes a long way to creating an active, safe community. Even though forum trolls and spammers are a nuisance on forums, you do not need to take the drastic measures of posting your customer's personal information to combat them.

-by Kyle Kulakowski

Wednesday, June 2, 2010

Stock photography vs. reverse image searches

For companies with respected online brands using stock photography can be a terrible disservice to all Web site visitors and your online reputation. In user tests at Interface Guru, we have found the more tech-savvy users (like engineers and programmers) are particularly intolerant of stock photography and will think less of a brand if they see it used on a Web site.

Stock photography recognition is no longer a skill limited only to the more fluent Web users. There are now tools called reverse image search engines available to all users. With these specific search engines, users can instantly discover the source of an image on a Web site as well as find other Web sites using a particular image.

Here is a quick breakdown of the more popular reverse image search engines:
1) TinEye (http://www.tineye.com/) - Exact match of an image uploaded or image URL linked by the user. Arguably the most popular of the reverse image searches, it even provides plugins for Firefox and Chrome browsers. With a simple right-click on an image, users can check to see if your graphics are used elsewhere on the Web.
2) Byo (http://labs.ideeinc.com/) - Searches for images based on similar colors.
3) Gazopa (http://www.gazopa.com/) - This engine will search based on color and shape similarity.
4) RevIMG (http://www.revimg.net/) - This reverse image search is focused more on art and architecture. It looks for the exact image (just like TinEye), but users must specify the artistic category that applies to the image before they can conduct the search.
5) Google's Similar Image Search (http://similar-images.googlelabs.com/) - While less robust than specific reverse image search images, this functionality is now built right into Google Image search returns.



Chris Barton, photography blogger, has an entry where he uses a reverse image search to find all instances of sites using a particular employee stock photograph: http://fairtradephotographer.blogspot.com/2010/03/microstock-why-would-reputable-company.html

In a follow-up entry Chris provides a risk assessment breakdown of all your available options for providing images on your Web site:
http://fairtradephotographer.blogspot.com/2010/04/microstock-how-to-avoid-poisonous.html
He rates stock photography as the highest risk to your organization and creating your own images as the lowest risk.

At Interface Guru, we agree that using stock photography is a risk - you do not know what other Web sites have purchased the image and are using it on their site. Your images on your Web site should be as unique as your company; create your own graphics and images on your Web site and tailor them to match your content.

- by Kyle Kulakowski

Tuesday, December 8, 2009

Coda: When should you worry about your reputation?

I was expecting blowback from yesterday's post on younger tech workers and ethical behavior.

It came.

When should you be concerned about your reputation and professionalism in a close-knit community?

BEFORE you take a action that will - rightly - make you look bad later.

My advice stands. Apologize.

As I stated in an earlier post: there can be no daylight between your policy (the way you act) and your PR (the way you want others to see you.)

Monday, December 7, 2009

Ethics and knowledgework: Do younger staff need a lesson on the Golden Rule?

This fall, I gave a talk at Tucson Startup Drinks on the need for legal formalities in small businesses. Those who own a business (i.e., incorporated, with employees and real obligations) knew exactly where I was coming from. Those who are currently employees had a different take - in my view, because they have never faced the painful and costly experience of having an employee or contractual agreement go bad, with all the attendant drama and chaos.

Recently, our good friends at Company A were compelled to terminate four employees who were conspiring - on company time and equipment - to start a competing firm.

Employees 1, 2, 3, and 4 are talented people. I liked them. They're also very young, and arguably got their start at Company A.

That start - and the visibility they began to acquire in a professional realm - was provided by Company A, whose president and owner has invested years of the sort of hard work that only other business owners understand. Taking risks, paying taxes, footing legal services, rent, insurance, and all the myriad not-fun chores that go into running a business.

The necessary termination of Employees 1, 2, 3, and 4 left Company A in the lurch during production of a very large project. (To its credit, Company A's remaining loyal staffers pitched in and made sure the project delivered successfully.)

Employees 1, 2, 3, and 4 immediately started Company B. As a parting shot, one of them posted a tweet slamming his ex-employer's blog with a link to a porn site.

Company B is now gleefully pursuing business, making nice to those who don't know the sordid details.

Interface Guru will never recommend Company B, no matter how good its future work may be, because they broke rule one: Do no harm.

Legal contracts and agreements - such as noncompetes and non-disclosure agreements - must be executed and enforced. But they are only as good as the ethics of those who sign them.

More seasoned employees are less likely to engage in this sort of nonsense because they know better. Enlightened self-interest, at a minimum, keeps more mature workers from burning bridges. Younger staff may feel immune. In time they will learn that, as that great philosopher Justin Timberlake would say, "what goes around comes back around."

This story could have had a happy ending. The future employees of Company B could have respected their employer - and themselves - enough to depart on good terms. They could have built on that relationship into the future.

Instead, they have insulted and damaged the company that gave them their start. And they've proen that they don't understand the sort of relationships that are the heart of sustainable, long-term businesses.

If Employees 1, 2, 3, and 4 were willing to deceive their employer, then start a competing business, how will they treat their clients? We're not about to let any of our clients, who we value for more than just the value of a contract, find out.

My advice to Company B: Apologize. And resolve to act ethically from now on. Else, one day you may well find the shoe on the other foot.

Life is full of hit-and-run types who seem successful. They may make money, but their consciences - if they have them - will never be clear. And at some point, everyone will know about the bodies they buried.

Ethics may not mean anything to some people, but they means the world to me, and to the good people that work for and with me.

Thursday, December 3, 2009

Tony Silber on corporate culture: What most of US business needs to hear

I was blown away by Tony Silber's blog post, "When Corporate Cultures Break, They Can’t Be Easily Fixed" (12/02/09). Using publishing company fiascos to illustrate his points, Tony outlines the wrongheadedness that is destroying businesses across America. Sound too strong? I personally see this far too often. Decisionmakers are laying the groundwork for failure by refusing to adapt to post-Web transparency while retaining the worst practices of the brick-and-mortar days.

The Web has removed the emperor's clothes entirely. Poor business practices that hid behind PR companies are now exposed. Your policy IS your PR.

Notable quotes:

"These companies have been through too many cycles of change in ownership, changes in management, downsizings, layoffs, salary cuts, loss of talent, loss of spirit, loss of camaraderie."

"Job one should be fixing the culture."

"He fell into the idea of protecting his turf rather than working for everyone else."

"...firing a lot of experienced, talented, knowledgeable people..."

And the saddest part, from our perspective: These problems manifest themselves in the Web presence.

Truly, collaborate or die.

Thursday, November 5, 2009

Privacy policies: Impacting conversion and online sales?

The last few years have yielded discussions of the role of text in interface, or text as interface. Stepping away from conventional interface design for a moment, we applied the principle of text as interface to an evaluation of the privacy policies on Amazon.com and Yahoo.com.

What did we find?
We learned that Amazon's privacy policy is highly specific about the type of information it harvests about its users, whereas Yahoo glosses over much of the same information. The end result is the appearance of a lack of transparency on the part of Yahoo, compared to Amazon's extremely specific and open policy statement.



Why does this matter?
Our usability studies have shown that privacy policies and clarity of how well they're stated directly impacts a user's likelihood to complete an interaction.
Amazon and Yahoo both admit to collecting the following information:

  • Email address
  • Login, name and password
  • Cookie information
  • Address
  • Occupation
  • Social Security number
  • Personal descriptions/interests
  • Software and hardware attributes
  • IP address

What else is collected?
Yahoo remains vague, whereas Amazon specifies that the following information is collected and why:

  • Computer and connection information such as browser type, version, and time zone setting
  • Browser plug-in types and versions, operating system, and platform
  • The full Uniform Resource Locator (URL) clickstream to, through, and from our Web site, including date and time
  • Content of reviews and e-mails to us
  • The phone number you used to call our 800 number
Who else gets my information?
While both companies state that your information is shared with third parties and trusted partners, only Amazon lists names, which include:
  • Target
  • CD Now
  • Verizon Wireless
  • Sprint
  • AT&T
Google Dashboard - a move in the right direction

Google DashboardGoogle's announcement today of Google Dashboard is a start in creating greater transparency. It allows you to view and manage information that Google is currently capturing. For example, you can view privacy policies and manage setting for all your Google accounts such as Blogger, GMail and Chat, view which of your data is private and which is visible to others, and remove items from your Web history.

We at Interface Guru encourage you to make use of tools and services that openly declare their usage of your personal data. Facebook's lack of transparency has been a recent hot topic - and rightfully so. Stand up for your digital rights!

Sunday, October 4, 2009

Relationships, ethics, and collaboration

Are attitudes about ethics and relationship changing - or are they just more visible in the Net-enabled world? Take this quiz and see how you score. In my world, relationships must be based on the presumption of ethical behavior. You may say I'm a dreamer... but there is a business consequence to ethics or the lack thereof.