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E.B. › Likes
Why Facebook has never listened to you and why it should NOT start now: http://scobleizer.com/2009...
Robert Clockedile, Ann Hudspeth, Michael Kacer and 81 other people liked this
I think you're right on the money about Zuckerberg: just imagine if Apple started listening to the peanut gallery. I don't think having companies try to pitch us every time we make a move online is the answer, and I think companies already know it (which is why you weren't contacted, among other reasons): if anything would cause a mass migration it would be that. People cannot stand...
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- Mark Trapp
Glad to see someone gets it. It's not about early adopters now for Facebook.
- LinkingIndiana
Yeah, Apple does some really anti-user things once in a while. Rocky just got his new MacBookPro and said "where's the firewire 400 port?" Anti user. But, in the long run, probably the right thing to do.
- Robert Scoble
Mark: friendfeed is showing how to do the "better search" part. Already I can tell friendfeed "show me all items that have the word 'stroller' in them that have two or more 'likes'". That's not yet possible on Facebook, but I bet it will be by the end of the year.
- Robert Scoble
Brilliant article; right to the point.
- Pavel Senko
Similar to this is the story about Google currently testing around 50 shades of blue. It might seem crazy, but when you have Google's traffic volume, a miniscule change could significantly improve the user experience, even if only subconscious. Nightmare for a designer perhaps. But in the larger scheme of things, a good move.
- Graham English
Zuckerberg is smart. An insightful business machine with clarity! Excellent listing of the 7 phases of FB. It's easy to see the growth thus far and where the potential is. Thanks Robert! And congrats to you and Maryam!
- Amy Flynn
If Facebook did listen then nothing would have ever changed.
- Mathew™ aka Youngblood
By the way, Facebook hasn't listened to me, either. If it did, I'd have more than 5,000 friends. :-)
- Robert Scoble
Robert: if they do that, then they have it made. FriendFeed is nice, but its missing the information about who I am as a person, instead favoring to define me by what I do or like online. After a year of using FriendFeed, I'm not sold on that being the best approach, especially when things like "like" require other people to feed the engine. I'm really into philosophy of language,...
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- Mark Trapp
I get why people don't like the new layout on facebook but I actually like it. It seems more interesting. It seems like a lot more people on my friend list are engaging with it and sending out more missives. There is more of a stream of stuff. And I like that.
- Aidan Mann
Mark: yup, and I've told the friendfeed team they should let me skin my profile and add more data to everyone. Facebook is way ahead there and I'm not sure friendfeed will catch up. Friendfeed, though, is far better for creating public conversations and I don't see Facebook going there and Twitter has no leadership willing to piss off its current users to go there.
- Robert Scoble
Aidan: have you ever wondered why Twitter is getting more hype than Facebook despite Facebook growing in #s of people far faster? I have. Easy: Facebook doesn't yet allow public entities. IE, celebrities, news organizations, etc. That's going to change pretty quickly. Then what will happen to Twitter's hype machine? It will shut down.
- Robert Scoble
It's true. The great Business prof and writer Clayton Christenson always says one of the worst things you can do is listen to your customers. They will drive you right out of business. If they listen to their customers' demands they will leave themselves vulnerable to what he calls "disruption from below" ie, in this case FriendFeed and Twitter.
- Stephen Pickering
Steven, I don't think Christensen said that at all. You aren't vulnerable to disruption from below until you've actually risen, and you don't rise far if you are always chasing new sales and ignoring your current customers. The mistake is only listening to your best customers at the expense of marginal customers. That cedes fertile ground to upstarts. That doesn't mean that it is smart to alienate much of your existing customer base, as FB seems to have done, trying to crush an upstart.
- Erik S
No offense to anyone :-D but the comparisons to Apple? I mean, come ON. Apple is *visionary.* Jobs said "I see a smartphone that people enjoy using," and lo, it was done. Jobs said "I see a day when music will be DRM-free," and lo, it came to pass. That's *vision.* Facebook is *imitative.* They are borrowing from Twitter and Friendfeed. Imitation is in their DNA, going back to Facemash...
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- Karim
I don't agree with part of what you say in your post, Robert. I think Facebook does listen to what its users say even if that doesn't always translate into doing what those users want. The terms of use issue is a great example of this as is its promise to incorporate user feedback if enough people demand a particular change to its future terms of use. Where I agree with you is that Zuckerberg must press ahead with what he and his team feel is the best direction for Facebook despite minority protest.
- Paul Jacobson
"Then what will happen to Twitter's hype machine? It will shut down" That is pretty bold :-)
- Edwin Khodabakchian
Great food for thought. But I strongly disagree. The previous changes to FB added to the site's functions, but in many ways the latest round of changes have changed the fundamentals of the way FB works. It smells to me of a company desperate to find a real revenue stream ... the ad network just doesn't work effectively, the applications and API are all but dead, and now the useful tools like events and groups have been pushed into the background in favour of a suite of copycat Twitter-alike functions.
- Toby Hede
I strongly disagree with you on this topic Robert. I have been a part of social networks in Turkey for a very long time now and I have seen why and how the trend shifted from one network to an other. The reason people settled on Facebook was because it was mainstream and appealed to the casual user. You and I can filter a massive feed from networks to see only what we need to see but the casual user can`t. Many will switch to an alternative if Facebook insists on its new model.
- Tuna
I actually think the outrage over this new design is less than the last time... and I hear everyone always threatening to leave if they don't switch back... please, it may happen one day but the very nature of facebook keeps them safe from people just leaving... people will whine, they'll threaten to leave, and then they'll get over it...
- Shawn Duffy
from twhirl
how to eat a big cake?!!a part at once. this is what FB are making they are trying to make the user adapt to change in a progressive way, many change are to come personally I enjoyed robert post, it is very instructive, and I agree at a point you may not listen to your costumer, but there is no reason to say it to them. leader some time have to keep some observation for themselves, and to not comment on any thing.
- abdellah
@Jim: I wish I could bottle that motto and make sure everyone understood it. Too many take qualitative research and let it guide decisions and then become confused when the product isn't effective.
- AJ Kohn
Because in the end it is about making Mark Zuckerburg (even more) rich off of our information. Recording each and every like, click, and post to better help target our eyes towards a bunch of useless garbage and trying to own our images, thoughts, and ideas along the way. I suppose knowing that might help avoid being played.
- Tim
I will wait. I like that you predict such nice things, but I am not sure that a bad user interface is what will bring in the business. On the other hand, I am still waiting for the revolution predicted in Naked Conversation and the Long Tail to happen, so a bit more wishful thinking won't hurt. I agree that FB has to move forward and they should go the way they want to go, otherwise it will end up in a mess.
- Roland Hesz
Reread the post, and yes, I am positive that the current user interface mess up has not much to do with the bring in the business. Making it harder for people to find anything will make it harder to move forward I think. But it Zuckenberg's toy, he should do it the way he wants. Probably has a long range plan.
- Roland Hesz
Robert, hadn't actually stopped to think why twitter was getting so much hype. I have a touring bicycle. It's inspirational to get tweets from Lance Armstrong. How this will translate to Facebook in the future will be interesting to say the least. My daughter works as a graphic designer, is more a myspacer than a facebooker, she tweets but mainly as a device to communicate with me. Her comment to me recently was that she has noticed business everywhere including twitter handles. Congrats by the way! ;]
- Aidan Mann
just think people don't like changes, so that's why they keep arguing bout the new design. Even if the changes are for good, people dont like it so they complain... not leaving, but complaining all time.
- Dani Martínez
Henry Ford said "if I'd given customers what they want, I would have invented a faster horse."
- Tom Landini
I'm not getting the "objects in the social graph" part of the later phases in Robert's post. Can someone provide an example? How about where to find out more?
- Tom Landini
people didnt like the fb change, yes, including me. After reading above blog i came to know the intent & agreed also. So, people could be making opinion just based on UI changes, without knowing the reason, like me? Was it possible for fb to handle it better?
- Roshan Ramachandran
from twhirl
Tom, I took that to mean things like, "You are now following @MarsPhoenix," "The U.S. Government is now following you," "You have a new friend request from the 2nd Floor Break Room Coffee Pot."
- Karim
Will Facebook listen to the public and change it's frontend, probably not until user numbers vastly drop. Do I like the new look? No. Will I stop using Facebook? No. Why? Well I know how facebook works enough that I can get the information that I used to get from the frontend other ways. It's just harder to get. It's for this very reason I believe the users will carry on using Facebook. They don't like it, but they can get by. Hence facebook will think the majority like it & it's the minority moaning
- Paul Bainbridge
@Karim: Thanks. So that means the US Gov't and the Coffee Pot can see all my posts etc. on Facebook, I guess. But if it also means I can see all of the stuff on their networks, that opens things up pretty wide. And I guess I can see who's been drinking coffee on the 2nd floor when I'm away.
- Tom Landini
sadly, the US Government almost never posts pictures from that wild party where it got drunk and destablized a foreign government. also, the Coffee Pot just tends to whine a lot about how you haven't refilled it lately (despite location awareness showing you were in the same room twice today), and it complains when you don't fill it up with the "right" brand of expensive coffee and then gets all petulant and moody because it thought you and it were friends.
- Karim
Pity people without Facebook; they never know what the gov't is doing and have to suffer the coffee pot's silence. Hey, wait and minute ....
- Tom Landini
....They get news from other places? Facebook seems useless from my point of view.
- ralphsaunders
@Karim - The Poor Coffee pot, will it ever learn? ;)
- Tyson Key
@Karim - i'm fairly certain the gov't can see what you're doing whether on FB or not. wave to the g-men!
- .LAG liked that
ErikS Facebook hasn't risen already? Are you kidding me? If nothing else he simply couldn't stand still while everyone was spending their time on Twitter or his business would die. He had to shake things up, even if it were just for the sake of shaking things up. I like it. Competition is fun and healthy and gives us more valuable products and services.
- Stephen Pickering
Stephen,are you kidding me? You said that "Clayton Christenson always says one of the worst things you can do is listen to your customers. They will drive you right out of business." That's a mischaracterization, I explained why. Taking it on your own terms, you're suggesting Facebook got as far as it did without listening to customers? I don't buy it, given that there are multiple examples to the contrary. True, sometimes businesses have to risk alienating customers. We'll see how it turns out this time.
- Erik S
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