- Grr. Amazon wants to stop paying me because they think I’ve been buying search keywords to link to them. No, I haven’t. Update: Two days later, they responded: it’s a bad form letter, and even if I were buying keywords, they’d only stop paying referral fees on those links.
- More concerned than usual about person sneezing in stairway.
- Bad idea: leaving your pay stub in the brochure holder by the ATM. WTF? Someone’s asking for identity theft.
- Good deed for the day: tearing it into tiny pieces and tossing the confetti in the trash.
Tag: Amazon
Thoughts on #AmazonFail (or is that #SorryAmazon?)
At this point, the only (useful) official word from Amazon as to why thousands of books with LGBT themes disappeared from search results over the weekend is the “embarrassing and ham-fisted cataloging error” statement sent to Seattle Post-Intelligencer and other sources, also mentioning a number of other categories impacted. This article also has the unconfirmed word from former Amazon employee Mike Daisey that it was a matter of user error where someone mixed up some tags while working on the site, and the change just propagated globally.
Before Amazon finally spoke, tehdely posted an interesting theory that it might be might be astroturfing or a Bantown-style troll, deliberately pitting Amazon against the LGBT community to watch them fight each other for the lulz. A writer at Feministing asked her editor to call up Amazon and was told that it was not a glitch, but an automatic policy to hide “offensive” search results. Patrick Neilsen Hayden attributed it to bureaucratic incompetence.*
Now, some thoughts:
1. If this was intentional, on anyone’s part, it was both wrong (as discrimination) and stupid (as bad PR and as throwing away potential sales). If it was unintentional, it was still stupid.
2. Amazon really dropped the ball on PR. They should have responded much sooner (yes, it was a holiday weekend), and with something more detailed than “It was a glitch.” Something like, “We’re sorry, it was an unintentional error and we’re trying to fix it” would have gone a long way toward preventing the outrage from spiraling out of control. And we still don’t have anything more detailed than “ham-fisted cataloging error,” or (as has been pointed out) an apology to the authors and communities affected.
2a. And seriously, you’re an internet pioneer: use the Internet. You have email, you have official Twitter accounts, you have a space to put messages on your home page. Use them.
3. Twitter demonstrates that the internet is now fast enough and ubiquitous enough that people can develop a mob mentality without actually being in close proximity to one another. This includes not just people whipping each other into a frenzy, but people taking more permanent actions (deleting accounts) based on incomplete information.
4. No matter how many times something has been debunked (i.e. the “hacker” who claimed to have hacked the site), someone will see it who hasn’t seen the response and repost it as true. (You’d think I would have learned this from comics discussion forums by now.)
5. Canned responses from customer service are not authoritative statements of company policy. Half the time they’re not even answering the question you asked.
6. There are really two issues: (A) Adults-only books are being hidden from search results. (B) LGBT books were being misclassified as adults-only.
7. Combining #5 and #6, when a CSR monkey answers A, that’s not an official statement of policy on B.
8. Removing adults-only books from sales rankings is a dumb way to hide them from search results. Add a flag and let the user choose whether or not to include them like Google, Flickr, etc.
*The second-paragraph links were originally in a separate post, in the form of a collection of tweets. I’ve since combined the two into a single post.
Blocking the Impulse Buy: Shazam, Amazon MP3 Store and Android
On my way to a doctor’s appointment before lunch, I heard a song on the radio that I liked and wanted to find out more about. I never assume that the DJ will actually identify the song, but I remembered I had Shazam on my G1, and for once it actually managed to identify the song! (Usually I’m trying to ID background music in a restaurant or shopping mall or someplace where half the time I can’t even recognize the song if I do know it). Thankfully for my dignity, it wasn’t Paris Hilton, but rather “What’s In The Middle” by The Bird and the Bee, from their new album Ray Guns Are Not Just The Future. (As it turns out, since it was Morning Becomes Eclectic, the DJ did name the song afterward. But still.)
Now, Shazam is very smart in that it offers a link directly to the song on the Amazon MP3 Store. So I could easily have just bought the song for 99¢ when I parked the car, except…
With unfamiliar artists, I like to at least check out the rest of the album and see whether I want just the one song, or more. And whether it’s a failing in Shazam’s app or the Amazon MP3 app, I could not find a way to go from the song to the album. So I shelved it until later.
Afterward, I opened the Amazon MP3 app by itself, searched for the group, and opened up the album. Another smart thing: If you preview a song on an album, it will go down the whole list playing a clip from each song. I turned up the volume, started the car, and listened to a summary of the whole album on my way to lunch. I decided I liked enough of it to hand over $9 for the lot and see if the remaining songs grew on me, so after I parked the car, I tried to buy the album.
Then I was told that MP3 purchases had to be downloaded over WiFi. WTF? I had a strong 3G signal, and I’ve downloaded large apps (iVerse’s comics and some games are on the order of 5 MB, comparable to a song in MP3 format) over 3G before. Sure, it takes a while, but it’s on the order of minutes, not hours. Naturally the place I’d gone to didn’t have WiFi, and I’m not at the point where I trust it to hold the downloads until the next time I connect to a wifi network. Which will probably be when I get home.
The end result was that I had an entire afternoon to second-guess my decision to purchase the album.
In summary:
- Good: Shazam makes it easy to buy the song you’re hearing right now from Amazon.
- Bad: Shazam doesn’t make it easy to buy the album on which that song appears.
- Good: Amazon makes it easy to listen to samples of an entire album.
- Bad: Amazon won’t let you download an album unless you’re at a WiFi hotspot.
Firefox, Kindle(ing) and more
Firefox 3 Beta 1 is out. Nice so far. Oddly enough, it runs better than the current Opera 9.5 previews on my old Linux box at work, though that mostly seems to be the fault of the find-in-history option.
I usually avoid any sort of shopping on the day after Thanksgiving, online included, but I’ve been getting email from various online stores that are trying to get into Black Friday. Amazon is advertising a Black Friday Sale, and Apple is promoting a “special one-day shopping event” on their website—and annoyingly, neither of them is giving any clue as to what sort of deals are involved. Amazon keeps forwarding me to today’s deals, and Apple just says something’s coming. And neither site lists actual hours. Is it midnight to midnight? What time zone?
Speaking of Amazon, their entire home page is currently taken up by the announcement of their new eBook reader, Kindle. At $400 I’m not going to rush out and buy one, but it looks like they’ve solved some of the main e-book problems: it’s small, light and wireless, and they even bring up the reading-in-bed issue in the intro. The real question is going to be compatibility & openness: It’ll read plain text, HTML, Word, and a few other document formats (and they’re promoting its access to Wikipedia), so it should be possible for other stores to sell books for the device. And what about the e-book offerings themselves? Will they be loaded down with draconian digital rights management like the Adobe ebooks of a few years ago, or are they following the model of Amazon’s MP3 store?* In a nice change, their music downloads are entirely DRM-free and they use it as a selling point. Edit: Per Andrea’s comments and further research, Kindle ebooks are locked down with DRM. No, thanks!
The name, however, makes me wonder how soon they’ll offer Fahrenheit 451.
Finally, the Internet Storm Center has an insightful response to the statement, “There is nothing on my computer that a hacker would be interested in.” Let’s leave aside the question of your personal data for the moment. Just the fact that you’ve got a computer with an internet connection could prove very useful to someone who wants to cover their tracks or just add more power to their own distributed system.
* Amazon’s MP3 store is also surprisingly cheap. I replaced my old tapes of the original cast recordings of Les Misérables (Broadway) and Phantom Of The Opera for $9 each—they run upwards of $30 on CD.
Based on WHICH recent purchases?
I let Amazon.com send me notices every once in a while, just in case something interesting pops up. This qualifies, though not in the way I expected:
Based on your recent purchases, we thought you might like to know that you can save up to 65% on summer favorites in men’s, women’s, children’s, and shoes.
The thing is, I’ve never bought clothing from Amazon! Books, CDs, the occasional DVD, some computer software. But no clothing, though they’ve tried to convince me. T-shirts aside, I prefer to be able to try something on before I buy it.
Assuming they actually are using their recommendations system, I think they must have just checked the clothing category for the mailing, and left the “based on…” phrase in the template. Though sometimes cross-category recommendations can be strange. I’m often amazed at things I find in my rec list that have no relation to the things I bought or rated that supposedly triggered the recommendation, simply because those items are popular enough to cut across multiple interests. Of course, right now the only thing they recommend for me in “apparel” is a Darth Vader mask, which I find somewhat disturbing…