Technology As Innovator

Recently Yahoo!’s strategy has been questioned when they declined to sell to Microsoft or offered their market-leading product Yahoo! Answers.

On product level, although Yahoo! lost 0-4 on social media, the company still has the advantage their teams can take advantage of: branding power and customer loyalty. And they can exploit the advantage to boost their product engagement simply by cloning other services.

For example, Tu has really sharp eyes when he noticed the hints of Yahoo!’s next products: they might try to clone Blogger or Facebook.

In fact, Yahoo!’s recent blogging platform for Hongkong and Vietnam imitated different features from Facebook (friend tagging), WordPress, Windows Live Spaces or Twitter (”Follow” concept under the old name “Add friend”).

With the new Facebook design disliked by somewhat millions users, Yahoo! can attempt to win back their user base by cloning only the simplest features (of course, less effective in data mining) of an advanced social network to target the non-tech-savvy users.

When innovation like Yahoo! Platform still has a long way to go, doing quick fixes on simple things might help Yahoo! in their identity crisis.

The Context

This is a true story of my experience of trying out testing a Vietnamese web service. There are many things to improve about its business model, PR strategy, usability, security. In the context of this entry, I only focus on Privacy and Customer Support which raised much concerns in me.

I could have named the service with all screen shots, but eventually I decided to keep it confidential to save space for them to improve on what I have to say here.

The Story

I paid to be trapped!

Company C launched a revamped version of their web service W.

Deciding to try it out, I paid the activation SMS and went to my profile only to end up in horror:

My profile was completely public:

• My email was NOT masked. Full mailto: link
• My phone number which had been used for activation was public
• Postal address was mandatory

I felt like was accurately trapped:

• There was NO option to hide profile from public view (let alone hide from other users)
• There was NO option to change email as it was login credential
• There was NO option to change phone number as it was registered as credential
• There was NO option to delete or deactivate my account
• The only thing I could do was change my postal address, which I had been carefully enough not to put my real postal address in the first place

Bare-naked, trapped, public my profile lay.

Gotta find my way out

Horrified, I looked around the site for a cure and there was 3 options to contact them: email, phone or IM

I emailed them via a form… to receive a script error. I switched from Firefox 3 to IE 7, the form hung. I tried Safari, no help either. There was no sign my email had reached them. No email was given either.

I picked up the phone and dialed their numbers one by one… no answer.

I buzzed their IM… no sign of living.

…helpless…

After two months of continually buzzing them through IM, eventually I was served.

And this is the show conversation:

Translation:

Tai Tran: hello. Ciao

Customer Support: Ciao

Tai Tran: I’m the user of W. I have a request for W to remove my account. I wonder how do I do this?

Customer Support: please provide me your username

Tai Tran: username: <censored>

Customer Support: I deleted it for you

Tai Tran: oh, please let me check it. <verified that my account was deleted from the site> Thanks a lot Have a nice day

When I saw this SQL error upon refreshing, I knew my account was deleted. An SQL command, Run. Simple. Quick. Painless.

I shifted from horrified to stunned:

• S/he should have and could have asked for credentials: email, phone number, secret question, other details. S/he did NOT.
• The Yahoo! account I used had NOTHING relating to my account at W.
• So it means ANY one can delete ANY account just by giving a username which is public.
• On the sale perspective, s/he should have and could have asked the reason why I decided to stop using their service. S/he did NOT.

Shocked. Stunned. Speechless.

Morals Well I understand

I understand that privacy feature consumes their money and time.

I understand that the number of users with very strict requirements for privacy like me isn’t that many.

I understand that the number of users willing to stop using the service after paying isn’t that many.

I understand that Customer Support / Contact Center department is always busy it’s best to solve an issue as quickly as possible.

… so it leaves room, way too much room for improvements.

With growing enthusiasm as well as concerns, it’s high time the alarm was on for media providers and media consumers.

My suggestions

I have some tips to give away on this

1. Provide privacy options. To save web service providers efforts to analyze, I give away a high-level specification on privacy for free below
2. Do NOT enforce poor privacy on users. If it’s your policy not to allow certain amendment, speak it out before registrants hit Submit on registration form.
3. Start training programs for your crew so each could do the sale.

FREE specification of Privacy Options

What do you think of this story? How do you react when realizing that your privacy was not guaranteed?

Some points to note when reading this statistics:

1. It’s from a survey on a VNExpress, Vietnam’s number 1 online newspaper. Readers from other news don’t see this poll. [Addendum: this poll being on an online newspaper helps attributing the dominating portion of "news" in the result. I thought this deduction was too obvious but certain response proved me wrong]
2. Readers using a RSS Reader who are more tech-savvy don’t see this poll
3. The poll only asks for the most usage from voters, no multiple-choice. Consequence: the result doesn’t reflect the actual time people spend on web
4. Perception: some voters might confuse “activities that take most time” with “activities that add most values”
5. Readers interested in other columns might totally skip this article, let alone scroll down, click and fill in the capcha to vote
6. The survey is not done officially but is only a side poll on a very different article
7. Many people might have voted on “News” to show their support for VNExpress, like the behavior of bookmarking Google
8. I’m quite surprised Online Game was not in the list
9. If VNExpress’ intention for this survey to show that Social Networking is depressing Porn, they might have failed because
   • Porn percentage is 2.4 times that of Social Networking plus Blogging
   • No historical data (i.e. the same survey in 2007) were shown to indicate that Social Networking is really growing over porn
   • Even if (I say if) percentage of porn surfing in 2008 is less than the volume in previous years, absolute number or ‘quality’ of porn surf might not have decreased because obviously there are more Internet users in Vietnam than in previous years
10. Is FPT spreading the good words on social networking to pave the way for its new Social Network? If yes, I wonder why the article misses Online Game - one current FPT business - though.
11. While the scientific validity and reliability of this survey are highly questionable, it can be read in certain ways that prove certain arguments.