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Jun 1
LiveJournal Members' Feedback Is Not Important...

...is what I took away from a press release titled "POPULAR BLOGGING SITE IN HOT WATER OVER CUSTOMER SERVICE, PRIVACY CONCERNS" that Dan Smith so kindly forwarded to me yesterday.  (Thanks, Dan!  Great customer service as usual...)

According to the article, there are some serious issues with how the LiveJournal's Volunteer Abuse Team is being managed.  In case you don't know, LiveJournal is a blogging website that is part of the Six Apart network of companies.

It seems that the "abuse team" is an unprofessional bunch who suspends users with no explanation of why they're being suspended, they don't give members the chance to appeal the suspension, and are very "discourteous" when questioned about the rules and Terms of Service. 

Well, they are called the "Abuse Team" - what do you expect?  Why would you name a team "Abuse" anyways?? Read this blog that exposes "LJ's Abuse".

Breastfeeding pictures at "Boob Nazis" (chuckle, chuckle) was what spawned this whole controversy, I believe.  Doug Bryan, the VP of Business Operations at Six Apart, posted his response regarding the issue.

I don't really have an opinion about the whole thing except - what person hasn't seen a mother breastfeeding before? 

However, in regards to customer service, the LJ team should have been more professional in communicating with its members. Isn't that common sense in business anymore?  But since you're just a volunteer, perhaps you don't take the job as seriously...


3 Comments/Trackbacks




Interesting reading, though it seems that most of the folks who have problems with LJ Abuse's actions -- regardless of what we may think the merit of those actions may be -- also tend to have reputations of people who have a big problem being told NO. The entire breastfeeding incident reads like an extended tantrum from someone who couldn't have her way.

The entire breastfeeding incident reads like an extended tantrum from someone who couldn't have her way.

Not quite. It started when LJAbuse made a strange decision regarding artwork. The response from the LJ user was: 'If artwork is out of bounds (despite being protected by U.S. law), what about breastfeeding icons?' LJAbuse, in an attempt to be consistent, decided that if artwork can be out of bounds, breastfeeding can be out of bounds also.

This has recently developed to include religious iconography! A person was sent a warning from LJAbuse regarding a Byzantine painting depicting Mary breastfeeding Jesus.

If LJAbuse could say: 'Oh, hell. We buggered up here. We apologise.' The problem would go away. They won't, of course, because they don't want to appear to make mistakes. Solidarity and all. Onwards and faster.

- M.

A lot of people have problems with LJ Abuse's actions in general, and don't particularly care about the breastfeeding case. LJ abuse too often refuses to answer legitimate questions from users. There needs to be an open appeals process for suspensions at the very least.

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