Justin Rubner

Posts Tagged ‘anonymous posters’

The Sad Saga of Golden Beach Hotel and Why Anonymous Postings Should Disappear

In business communications, social media on 09/22/2010 at 11:39 am

A story broke Sept. 20 about a British couple kicked out of a hotel because of an allegedly negative anonymous review on the popular site TripAdvisor.

Two days into their three-day stay at Golden Beach Hotel in Blackpool, England, a manager apparently told the couple to leave…without even giving them a refund, according to this story in USA Today. The manager was so barmy (couldn’t resist) over their review that he supposedly called the cops to escort them out!

This is how not to win customers

Undoubtedly, the PR and social media world will tar and feather the hotel, and rightly so. Clearly, the better solution would have been to respond to the review online in a constructive way and try to fix the problem the couple was disappointed in. Even more clear, kicking the couple out was a bad business decision, an even worse PR move, and gives the impression the hotel isn’t too interested in changing its ways.

The hotel’s reward for the bad decision–going from a harsh review that might be read by a few hundred users to harsh headlines in major publications worldwide that will be read by hundreds of thousands.

By the way: The guy who was kicked out is recovering from cancer.

With that out of the way, does the hotel have any valid point worth mentioning? I think so: Anonymous posts.

BBC is reporting that other hoteliers in the area are now joining in a fight against TripAdvisor and anonymous reviews. Their argument–that harsh negative attacks accompanied with no identity is cowardice. I agree completely, but would venture a guess that many don’t want any negative comments. I would also say that for every person who was turned away by an anonymous posting, there are 10 others who became customers. So, by potentially suing TripAdvisor, they are biting the hand that feeds them.

Several months ago, I wrote a post, An Injured Duck, a Tragic Death and Anonymous Posters, about the absurdity of allowing nameless readers to post trashy comments on news stories. The post mentions the elaborate process of getting a letter to the editor published in contrast to the ridiculously easy process of getting an online comment published. Online, all it takes is a few seconds, and your anonymous comments–smart, silly or hateful–are published…sometimes in the biggest publications in the world!

If interactive media really is all it’s cracked up to be–I believe it is–then why don’t we give it equal treatment with print media?

With all the good that social media has brought us, it has also brought us a flood of thoughtlessness and hate in the guise of anonymity. Do you ever read the comments in news stories or YouTube? I often wish I could watch YouTube videos without any comments. One anonymous zombie comment always seems to beget other anonymous zombie comments.

This practice does nothing for brand engagement, or freedom of speech for that matter. Instead, it sullies the reputation of websites that pride themselves on quality content. It also makes it difficult for businesses to effectively defend themselves.

Why not require users to set up accounts with full names and put in some system to help ensure they’re legit? Yes, fewer users would do it. But as a user of these sites myself, I would be far more interested in reading 20 thoughtful, by-lined reviews–positive and negative–than 200 mindless ones. In addition, if a business were serious about customer service, it could offer incentives to negative reviewers to try to win them over.

This is not possible on the nameless Web.

Requiring posters to use their real names would enhance brand engagement. As a fully identified member of an online community, I take pride in my posts. I bet most others do too. Conversely, if I’m using the handle zombie112, I’m not going to feel like I’m a real member. And I’m not going to take the extra time to ensure my thoughts are as fair or as logical as they should be. Others, frankly, will be far more hateful. In addition, enacting identification measures would substantially lessen the highly unethical, and somewhat common, practice of competitors illegitimately trashing your company on review sites.

However…the part about anonymous posts is where I draw my line for support of this hotel. In the picture, you can clearly see management’s alleged responses to users as aggressive, unapologetic and downright combative.

Sites such as TripAdvisor are a boon to businesses and consumers. They convert cold leads, deliver unfiltered feedback so businesses can better serve customers, and offer the collective power of past customers’ experiences so new ones can make better decisions.

These sites, however, require that businesses engage posters in a positive way. Be genuine. Be humble. Often, that is all it takes to win an angry poster over. Certainly, not being apologetic and calling posters names isn’t going to win you any points with anyone reading the reviews.

I hope interactive media sites are seriously exploring having some ID systems in place down the line.

Until we apply the same discipline to the social Web as we do traditional media, I fail to see how they ever could be on the same level.

-Justin Rubner

An Injured Duck, a Tragic Death, and Anonymous Posters: Part II

In news media, social media on 08/25/2009 at 9:21 pm

A crucial issue is being debated right now in multiple courts and in public opinion: Anonymity on the Web.

An aging model who was called a “skank” by a blogger on Google’s Blogger service, for example, recently won a legal battle to unmask the anonymous poster. And just recently, an anonymous and controversial blogger by the name of PittGirl lost her job after her identity was revealed.

I do believe that if you’re going to attack anyone online, you should at least be identified. Many courts disagree with this however. The right to free speech is “construed as also protecting the anonymity of the person doing the speaking, provided that the content, be it spoken or written, violates no laws,” according to this article in ars technica.

Is it time to take our masks off?

Is it time to take our masks off?

OK. But what about other people’s publications and blogs? In my previous post, I wrote about a boy who had been killed while rescuing a duck on a rural road. In the comments section were an array of side arguments and nasty religious / political posts. Comments that had absolutely nothing to do with the story.

Is that speech protected? Absolutely. As it should be.

But why do respected newspapers like the St. Louis Post-Dispatch let readers go wild? If a reader wants to submit a letter or opinion column for the print edition of almost any publication, he or she has to go through a gauntlet of preconditions. But to submit an online comment, all that same reader has to do is make up a fake name.

I’m reminded of a hasty, half-true, half-incorrect comment I recently made on a friend’s marketing blog. My handle was my real name, Justin Rubner. Not some made-up name like SpyderWeb. Or even justin87645.

My (real) picture was even attached to the profile.

The commenter who razed me, however, had neither. Just a fake name to hide behind. He called me “insane” among other things.

I’ve been called worse. I didn’t lose sleep over it. But this does raise an interesting point.

Would this person have called me names if his comments were published with his real picture and his real real name? Probably not. At the least, he (or maybe she) would have been more tempered.

But this was just a blog. What about a major urban daily newspaper? Well, the same nonsense goes on. Much worse, actually.

I recently saw some unbelievably racial comments written about Mike Vick in the Atlanta-Journal Constitution. It took a while for them to be removed, likely in response to a reader’s complaint.

I’m no Vick fan; I love my dog. But the racially-charged comments on that particular story sullies the AJC. And the comments on the duck story makes the Post-Dispatch appear second-rate. Ditto for any other publication that allows carte blanche, laissez-faire access to everyone with keyboards…and grudges.

As the news industry prepares to eliminate the use of dead trees so that it can fully enter the online world–that day is nigh–the industry will have to deal with interactivity in a much smarter fashion than it has already. It cannot simply not provide this interactivity. (I’ve increasingly noticed that publications have abandoned their comments sections, most likely because the comments  require too much policing.)

Conversely, the news industry cannot provide unlimited access for readers to publish silly, hateful or nonsensical comments. It belittles any publication. As much as I dislike what Vick did, to see posters calling him a “monkey” (and worse)–in one of the biggest metro dailies in the country–is mind boggling. Again, how many people would say those things if those things were right next to their names, locations and pictures?

Any major media entity–whether a high-subscription blog, a daily newspaper or a weekly magazine–ought to start developing systems that:

  • Require all posters to use real names and locales–just like the print edition.
  • Verify e-mail addresses and identities–yep, like the print edition.
  • Encourage the addition of real pictures. I don’t know how real pictures can be verified, but it’s worth a try for smarter people than me to figure it out.
  • For larger publications with the manpower to do so, once the computers do the filtering, then humans should do some editing themselves. Some already do this. But not enough.

Yes, I said it. I know a lot of people will disagree, especially those who feel that social media is the solution to all of society’s ills. But my answer to this?

Publishing your thoughts in someone else’s publication is a privilege. Not a right.

I also know that as publishers, we all crave reader comments. We may get a lot of readers. But when our stories or opinions elicit responses, it… somehow…validates us.

So, I know that providing these restrictions will hamper some readers to make the effort. But these restrictions also will make your content that much better.

I also know that there are some instances that require anonymity for the safety of the source or reader. But these instances are few and far between.

I’ll end with one smart Post-Dispatch reader, David11:

“StlToday.com/moderator/whomever – WHY are stories like this even open for comment??? These tragedies are NOT political issues and families/friends of victims should NOT be subject to idiotic, judgemental, insulting, and just plain insane comments. Just report the story and leave the comments off.”

An Injured Duck, a Tragic Death, and Anonymous Posters: Part I

In news media, social media on 08/21/2009 at 1:32 am

When you want your letter to the editor to be published in almost any newspaper or magazine, your letter is screened–often edited–and your identity is verified before your views grace the pages.

We have a right to free speech, not anonymity

We have a right to free speech, not anonymity

When you want to publish your thoughts online in the same publication, however, you make up a fake name and write anything you want. Many times, your comment isn’t even screened first–it instantly pops up for thousands to read. Smart comments. Stupid comments. Vulgar comments. Untrue comments. It doesn’t matter.

Seem weird?

Well, today, I found a sad story that caught my eye and captured this disparity perfectly:

Boy, 9, killed while rescuing duck from the road.”

Hardly a story that would attract profanity, mean-spirited theological debates, and name-calling, right? Well, read on.

The story, published online in the St. Louis Post-Dispatch, goes like this. The boy was driving down a rural road with his mom. He sees an injured duck in the middle of the road. He asks his mom if he could rescue it. She pulls over. He picks the duck up and finds a safe spot to lay it down.

But when he crosses the rural two-lane road to return to his mom, he’s killed by an 18-year-old driver. The driver, the police said, was not at fault. Just a tragic accident.

Then I take a look at some of the 80-plus online comments. I couldn’t believe the very first one, from a reader with the handle “SpyderWeb.”

“you would have “lost her to god”? What the hell? Just exactly WHERE was god? Protecting the duck? The kid? Or creating a scenario where everyone loses? Leave “god” outta the picture…”he” ain’t worth mentioning under the best of circumstances.”

His rants–apparently there were more with profanity that were removed after reader complaints–came after a bunch of people wished God’s blessings on both families. Well, Spidey’s rants caused others to rant.

“Spyderweb, it is scum like you that is not worth mentioning under any circumstance, so let this be the last time you are mentioned. Your thoughts and opionions are irrelevant to decent people, and your “what the hell” question should be “whose in hell”? That will be you, soon enough.”

Another:

“SpyderWeb: You are really some kind of low-life, pond scum.”

I could go on.

Other readers lashed out at the mom. A few lashed out at the driver, claiming, incorrectly, that the teen was speeding. Some readers actually lashed out at God. There were also political comments that were removed for being “off topic.”

“What’s wrong with these people?” you might ask. “This is a touchingly sad story about a boy whose compassion got the better of him. Why are so many readers so angry?”

The question you should be asking, however, is “What’s wrong with the Post-Dispatch?

Seriously. These comments disparage that newspaper more than the anonymous posters disparage themselves.

That’s because they’re anonymous!

If you’ve read anything online lately, you’ve been bombarded by much worse stupidity and hate. Especially political stories. Forget about YouTube. Sometimes I don’t even want to go on that site, as cool as some of the videos are, because the comments sections are filled with so much mindless trash.

So, what’s wrong with the Post-Dispatch?  The same thing that’s wrong with many other publications.

They have no idea how to implement social media.

When people are anonymous, they can get crazy. They talk to others in a manner they never would if they were identified. They say things they never would normally in person. They write things without thinking. They write things that aren’t well written. They respond to stories they don’t fully read. Or understand.

They slash, poke, incite–mindlessly.

Cowardly.

It’s time to radically re-think online interactivity.

Yes, it’s (gasp!) time to examine whether social media in the newsroom is all it’s stacked up to be.

In the next post, I’ll explore this topic as well as give some solutions.

In the meantime, can I ask one favor? Whether you’re on TechCrunch, The Wall Street Journal…or your favorite celebrity gossip mag, talk online as if the recipient of your comments was right in front of you. Talk online as if you knew there was a chance that anyone could attach your words to you, the person, not the avatar.

And if you’re responsible for reader interactivity at a publication, well, I hope you’re smarter than the Post-Dispatch and the countless other publications that let readers run wild–all over those mastheads’ reputations.

Until next time.

-Justin Rubner

Follow

Get every new post delivered to your Inbox.