Earth to Facebook: Talk to your users
September 24, 2011 7 Comments
Facebook has a major communications problem on its hands. It regularly and consistently makes changes to its platform to the ire of its 800 million users.
Last week, Facebook launched a new news feed that automatically tells people what their top news is. The change is causing many people in my circles to threaten to cancel their Facebook accounts all together. And I’m sure they’re not alone.
And the changes, they keep a coming. Yesterday, Mark Zuckerberg announced Facebook Timeline at a tech conference which will virtually change the users’ experiences for good.
Now this could be the next best thing since sliced bread, but here’s my problem. It’s too much change at once. The news feed, the subscriptions option, the continual changes to the look and feel of Facebook,and now Timeline; it’s too much Zuck.
You’re confusing people and each of these changes you make forces people to relearn Facebook. More importantly, the changes are pissing people off!
If it’s making John and Jane upset, businesses that interact with them should be concerned too. Businesses could be losing potential customers all because Facebook is moving too fast and with little communication.
This could all be solved with just a little engagement by Facebook. Rather than making a speech in front of a bunch of techies at the f8 conference (I don’t even know what that is) talk to your customers.
Instead of interrupting our experiences after the fact, tell us ahead of time. Every time I log on and see a change there’s also a message telling me what happened. If I also had just a little heads up it would go along way to making me prepare for what’s coming. I don’t want to go searching the Facebook dungeon to find the answers I need to your latest and “greatest” evolution. It still might not satisfy everyone, but it definitely can go a long way with many people.