FB Admits Mistakes and Makes Promises
After five days of silence, Facebook CEO Mark Zuckerberg is addressing new criticism about privacy issues. Recent reports describe how Cambridge Analytica used data from about 50 million FB users without their permission, possibly to influence voters during the 2016 presidential campaign. Although some users gave permission for their information to be shared, their "friends" didn't, and this gave developers enormous amount of data about people's preferences. In addition, Cambridge claimed it had deleted data in 2014, but new reports indicate it did not.
Now Zuckerberg is visible in the media and has issued a statement that included the company's responsibility and failings:
We have a responsibility to protect your data, and if we can’t then we don’t deserve to serve you. I’ve been working to understand exactly what happened and how to make sure this doesn’t happen again. The good news is that the most important actions to prevent this from happening again today we have already taken years ago. But we also made mistakes, there’s more to do, and we need to step up and do it.
He also told CNN, "I'm really sorry that this happened." He promised to limit developers' access to data in the future.
Facebook also published a full-page newspaper ad in the New York Times on March 25.
Discussion:
- How does this situation represent issues of integrity and trust?
- Read Zuckerberg's full statement. Which parts do you find most and least convincing?
- How is the statement organized? Is this the best approach, or could other organizational strategies have worked better?
- Assess Zuckerberg's writing style. Which principles of business writing are followed, and which are not?
Turnaround for Martin Shkreli
We see a different Martin Shkreli from the one criticized for smirking during a congressional hearing on Capitol Hill in 2016. Shkreli ran Turing Pharmaceuticals when the company was accused of raising drug prices 5,000% in 2015. At the time, he was only 28 years old and was called "the most hated man in America."
Last week, Shkreli was sentenced to seven years in prison for fraud committed while he was a hedge fund manager and while running another drug company, Retrophin.
Shkreli pleaded for leniency. According to a CNBC report, he "broke down in tears." Another article summarizes his statements in court:
"The one person to blame for me being here today is me," a choked-up Shkreli told a judge before she imposed the prison term in Brooklyn, New York, federal court.
"Not the government. There is no conspiracy to take down Martin Shkreli."
"I took down Martin Shkreli with my disgraceful and shameful actions."
"This is my fault. I am no victim here," Shkreli said, before breaking down into tears as he promised not to let his lawyer Benjamin Brafman down in his efforts to contribute to society.
"Do not feel bad for me," Shkreli told a packed courtroom that included supporters and family members, many of whom had written letters asking Judge Kiyo Matsumoto to spare him from a harsh sentence.
And he had a message for the investors he duped: "I am terribly sorry I lost your trust. ... You deserve far better."
"I was never motivated by money," Shkreli said. "I wanted to grow my stature and my reputation."
"I am here because of my gross, stupid and negligent mistakes I made."
Discussion:
- Let's assume Shkreli's statements are sincere. How could you explain Shkreli's smirking in 2015 at such as serious hearing and his behavior more recently?
- Do you believe Shkreli's statements are sincere? Why or why not?
More Companies Take Action to Curb Gun Sales
Dick's Sporting Goods has taken a strong stance on gun control. In a statement, the company announced it will no longer sell assault-style rifles and will no longer sell firearms to people under 21 years of age. The statement dances the fine line between both sides of the gun control debate:
We support and respect the Second Amendment, and we recognize and appreciate that the vast majority of gun owners in this country are responsible, law-abiding citizens. But we have to help solve the problem that’s in front of us. Gun violence is an epidemic that’s taking the lives of too many people, including the brightest hope for the future of America – our kids.
Walmart also announced it will no longer sell to people under 21 years of age. The company ended some firearm sales in 2015, so this policy further restricts what people can purchase when.
Companies are in a tough spot. Dicks, Walmart, Delta, and other companies have suffered backlash for their decisions, including people promising to boycott.
Discussion:
- Compare Dick's and Walmart's statements. How do they differ? Which is more effective and why?
- Describe Dick's choices. What are the risks and rewards of the announcement?
- Should other CEOs jump into the controversy? How might the decision depend on industry, customer base, or the leader him- or herself?
Companies Distance Themselves from the NRA
Following the school shooting in Florida, several companies are distancing themselves from the National Rifle Association. The organization lists many member benefits on its website, including travel and insurance discounts, but these are shrinking as more companies are discontinuing services.
For example, several major car rental companies—Enterprise Rent-A-Car, Alamo Rent a Car, National Car Rental, Avis, Budget, and Hertz—and major airlines, such as United Air Lines and Delta, will eliminate discounts for NRA members.
The NRA posted a statement on its website to deflect blame, reinforce its mission, and deny the impact of these companies' actions:
FAIRFAX, VA – The more than five million law-abiding members of the National Rifle Association have enjoyed discounts and cost-saving programs from many American corporations that have partnered with the NRA to expand member benefits.
Since the tragedy in Parkland, Florida, a number of companies have decided to sever their relationship with the NRA, in an effort to punish our members who are doctors, farmers, law enforcement officers, fire fighters, nurses, shop owners and school teachers that live in every American community. We are men and women who represent every American ethnic group, every one of the world’s religions and every form of political commitment.
The law-abiding members of the NRA had nothing at all to do with the failure of that school’s security preparedness, the failure of America’s mental health system, the failure of the National Instant Check System or the cruel failures of both federal and local law enforcement.
Despite that, some corporations have decided to punish NRA membership in a shameful display of political and civic cowardice. In time, these brands will be replaced by others who recognize that patriotism and determined commitment to Constitutional freedoms are characteristics of a marketplace they very much want to serve.
Let it be absolutely clear. The loss of a discount will neither scare nor distract one single NRA member from our mission to stand and defend the individual freedoms that have always made America the greatest nation in the world.
Discussion:
- Did these companies make the right decision? Some NRA members are boycotting them as a result.
- In its statement, the NRA refers to companies' "shameful display of political and civic cowardice." Do you see their actions as cowardice, courageous, or something else? What is the difference?
Students Fight for Gun Control
After the school shooting that killed 17 people in Florida, students across the country are protesting for tighter gun control laws. High schoolers left their classes to confront politicians on their failure to change laws and for taking money from the National Rifle Association. Delaney Tarr was one of the vocal students:
"We've had enough of thoughts and prayers. ... If you supported us you would have made a change long ago and you would be making change now. So this is to every law maker out there. No longer can you take money from the NRA ... because we are coming after you."
Adding fuel to the controversy, some GOP members have accused students of being hired actors. Rep. Daryl Metcalfe criticized the protests:
“This morning I was working out and listening to the news about ‘students’ being bussed in to the Florida Capitol. The hypocrisy of the left struck me! They expect lawmakers to listen to the policy advice of 18 year old and younger ‘students’ who are advocating for gun control, but they do not believe 18 year olds who are old enough to serve on the battlefields of Afghanistan are old enough to purchase a rifle.”
Other Republicans, such as Marco Rubio, contradicted such messages, calling claims that students are actors “the work of a disgusting group of idiots with no sense of decency.”
Discussion:
- In what ways are students demonstrating courage? What obstacles do they face as they protest for greater gun control?
- Assess students' messaging. How do they balance emotional appeals and logical arguments? Which are most effective in this situation?
- What do Republicans want from this controversy? In other words, what are these lawmakers' interests? How do their criticisms of the students help or hurt their case?
Adam Rippon Demonstrates Authenticity and Questions Pence
U.S. Olympic figure skater Adam Rippon has been public about being gay and having a history of an eating disorder. Rippon says he felt pressure to fit a particularly body image and sometimes starved himself to achieve it.
In January, Rippon said he would refuse a meeting with Vice President Mike Pence because of his support of "conversion" therapies, attempts to change someone's sexual orientation or gender identity. Pence denied the claim and expressed support for all athletes:
“The accusation is totally false with no basis in fact," Alyssa Farah, Pence's press secretary, stated. "But despite these misinformed claims, the Vice President will be enthusiastically supporting all the U.S. athletes competing next month in Pyeongchang.”
However, an NBC article identifies a message on Pence's website that supports Rippon's claim:
Under the headline "Strengthening the American Family" and just below his stated opposition to same-sex marriage and anti-discrimination laws protecting "homosexuals," Pence's platform advocates that resources "be directed toward those institutions which provide assistance to those seeking to change their sexual behavior."
Discussion:
- What's your view of Rippon's statement?
- Explain VP Pence's statement given his documented platform? How do you reconcile the claims?
- In what ways does Rippon demonstrate authenticity?
Critics Say Bank of America Fees Hurt People with Less Income
Customers want Bank of America to stop charging fees for accounts with low balances. The company ended its free checking account and will start charging $12 per month.
Critics say the decision disproportionately hurts low-income consumers. The president of a financial advocacy organization explains the consequences:
“The debate over Bank of America’s accounts and fees points to a larger economic justice issue — people with less income pay more to get cash, make payments, and conduct their business. Without access to safe and affordable bank accounts, low-income consumers often turn to costly alternative financial services, such as currency exchanges or check-cashers. The bottom line is: the most financially vulnerable need more and better options to transact their business and participate in the financial mainstream.”
Few big banks still have free checking options because they are expensive to maintain. Banks prefer to move customers to digital solutions. But many low-income people don't have smartphones or reliable internet access. More than 287,000 people have signed a Change.org petition.
Discussion:
- What's your view? Is Bank of America being unfair, or is this just a good business decision?
- What is the value of a petition? On what principles of persuasion does a petition rely?
- How well does the image on the petition site, shown here, work? The emotional appeal is obvious. Does it help or detract from the message?
Best and Worst Super Bowl Commercials
The Washington Post published its list of best and worst commercials in the 2018 Super Bowl. As usual, all ads were heavy on humor and other forms of emotional appeal.
The most popular ad seems to be "It's a Tide Ad," which pokes fun at Super Bowl ads for beer, jewelry, cars, and so on.
"Alexa Loses Her Voice" was also popular. Alexa is sick (with the flu?), and replacement Alexas don't live up to her standards, failing to give directions, set the mood appropriately, and play country music.
In the Post's worst list is a Dodge Ram ad that used a Martin Luther King quote. The company confirmed that it worked with his estate for the appropriate approvals, but not everyone thinks it's wise to use MLK's words to sell cars.
Discussion:
- Which were your most and favorite Super Bowl commercials? On what do you base your assessment?
- What's your view of the Dodge Ram ad?
Questions of Transparency
The long-awaited memo written by Republican staff members about potential impropriety from the Justice Department and F.B.I in the Russia investigation has been revealed. Now, The New York Times editorial board is calling, once again, for President Trump to reveal his tax returns:
Since the Republicans are now on board with greater transparency, they will no doubt push President Trump to release his tax returns, as every other major-party presidential nominee has done for the past four decades, won’t they?
How about the White House visitor logs, which the Trump administration started hiding from the public last year? Or, say, the names of all foreign governments and officials who have stayed — at their own or at American taxpayers’ expense — at Mr. Trump’s Washington hotel, at his Mar-a-Lago resort in Florida or at his golf courses and his other businesses since he became president? Or the names of every foreign business with which the Trump Organization has a financial relationship, especially in countries where America has sensitive foreign policy interests, like China, India, Russia, Turkey or Saudi Arabia?
The reasoning sounds like reciprocity, but the argument may not get no more traction now than it did during the presidential campaign. A Pew research study in January 2017 showed that 60% of those surveyed believed Trump "has responsibility" to release his returns. Although some were adamant about the release at the time, the Wall Street Journal, for example, reported that the returns wouldn't tell us much anyway.
Discussion:
- What are the advantages and downsides of President Trump revealing his tax returns?
- Read the entire opinion piece. What other arguments do the authors make?
- Do you agree with their reasoning? Why or why not?
- How would you describe the tone? Does the approach help or hurt the argument?
Controversy About Apple's "What's a Computer?" Ad
Apple's upbeat "What's a Computer?" commercial isn't winning a lot of fans. The long version on YouTube shows a child using an iPad to video chat with a friend, send a picture, type a paper, take a picture, pay for food, draw, and read a comic book. When asked by a woman we assume is the mother, "What you doing on your computer?," the child responds, "What's a computer?"
Cute? Many people think not. According to a Business Insider article, some find the ad "infuriating."
Discussion:
- What did Apple hope to accomplish with this ad? To what extent did the company achieve its purpose?
- We might say this is a lesson in humility for Apple. How do you see it?
- Why do you think people are so angry about it?
Morgan Stanley Clarifies a Termination
In December, a female reporter accused a former congressman who was hired as a managing director at Morgan Stanley of sexual harassment. Morgan Stanley fired Harold Ford Jr., and he lost his gig as a frequent commentator on MSNBC.
Ford had maintained his innocence, and now, the company is saying Ford was not terminated for sexual harassment but was let go because of other misconduct:
" Morgan Stanley would like to clarify the circumstances of Mr. Ford’s departure. We take allegations of inappropriate conduct seriously, The press has reported that Mr. Ford was terminated for sexual misconduct. He was not. We have not received any internal allegations of sexual harassment or misconduct involving him either before or after his separation became public. As previously stated, his separation was based on corporate policy.”
The statement is curious because it mentions only internal allegations—or maybe I'm reading into it too much.
Discussion:
- How do you read the statement and possible distinction between internal and external?
- Why would Morgan Stanley issue such a statement two months after Ford's termination?
Shark Tank Episode Illustrates Lack of Listening and Humility
The owners of Birddogs didn't do very well on Shark Tank. In Season 9, Episode 14, investors grilled the makers of gym shorts with built-in underwear and were skeptical about their responses.
At some point, Kevin O'Leary stopped the discussion to ask how they thought things were going. They didn't say much at that point, but viewers knew the answer: they probably wouldn't get a deal. At the end, Daymond John, the clothing expert and most likely partner, said, "You were also telling us about how you're better than everybody else. . . . I think it's a very elitist attitude, and I just wouldn't be able to work with you."
The entrepreneurs spoke in generalities about how their marketing was better than that of anyone else. They also claimed a 40% email marketing open rate, while their competitors had only 4%, which the sharks didn't believe.
When Lori Greiner was asking questions, one of the owners kept trying to jump in. He didn't demonstrate good listening skills.
Perhaps the worst of it was at the end. In closing, one of the men was incredulous about why they didn't get a deal.
Discussion:
- Watch the episode (available on Hulu). How well do you think the team handled the pitch? Do you share the sharks' view that they were arrogant and that their numbers "didn't add up"?
- How do you assess their presentation skills? What would have improved their delivery?
- How could they have listened and demonstrated humility? Try to give specific examples.
Amtrak Leaders Take Responsibility
Amtrak's leaders have apologized for a train crash in Washington that left three people dead and about 100 more injured. Two of the men who died were train enthusiasts who traveled together to experience the new route.
In the past, Amtrak has been slow to apologize. This time, the response is better, yet not enough for some, as you see in this response on Twitter.
The president and CEO's full message is below:
To our customers,
On behalf of everyone at Amtrak, I want to share that we are deeply saddened by the tragic event involving train 501 on December 18th. We are profoundly sorry for those who have lost a loved one, were injured, or are otherwise impacted by this horrible event. At this time, our primary concern continues to be caring for our customers and employees, and we are using every available resource to assist those affected. We share everyone’s sense of urgency to identify exactly what caused this to happen, and we continue to fully cooperate with the investigation being led by the NTSB.
If you are traveling with us during the holiday season, I want to assure you that Amtrak remains committed to your safety. Our primary focus is and will always be getting you to your destination safely, comfortably, and efficiently. We are truly privileged to serve you and thank you for your continued patronage.
Richard Anderson
As always in these situations, Amtrak provided regular service updates on its website, and this apology is an improvement. But, after several similar crashes, including those involving MTA trains, people want to know what will be done to prevent this from happening again.
Discussion:
- What's your view of the president's message? How well does the message meet principles of apologies?
- What else should the organization do now? How can it rebuild its image and assure people that Amtrak trains are safe?
Persuasive Letter from Scholars to NYC Mayor
New York City Mayor Bill de Blasio is under pressure to remove four statues that a group considers racist. More than 120 academics and artists signed a letter to persuade the mayor.
The letter assumes that two monuments "have no place on City property" and have "no defenders." They describe them as follows:
- The Dr. J. Marion Sims statue in Central Park, commemorating a doctor who performed surgical experiments on enslaved African American women, including children, without anesthesia or consent. Momentum for its removal has spurred a remarkably broad coalition in support of the long-standing demand from Black and Latinx Harlemites that this affront be removed.
- Historic markers of Vichy France’s Nazi collaborators, Philippe Pétain and Pierre Laval, are located in the Canyon of Heroes. Lest anyone need reminding, Vichy organized its own deportation to Auschwitz of over 70,000 Jewish French citizens.
The other two are more controversial, and the authors identify several arguments to support removing them. One is of Theodore Roosevelt, and the other is of Christopher Columbus.
In closing the letter, the group suggests alternatives:
In calling upon the Commission to recommend the removal of the aforementioned monuments, we also endorse any forward-looking post-removal initiative to advance understanding of these histories and make creative use of the vacated city property. These statues could be placed in dedicated museum spaces or memorial gardens, as has happened in Germany, India, South Africa and across Eastern Europe. The Roosevelt monument by James Earle Fraser could be profitably displayed alongside Fraser’s The End of the Trail in the Metropolitan Museum, for example, so that viewers could explore how race and eugenics were visualized in the period. The empty sites could be used as the subject for artistic competitions, as with London’s Fourth Plinth in Trafalgar Square. In short, we see the outcome of the Commission not as destroying heritage, let alone the purported erasure of history, but as the beginning of an exciting new set of possibilities for public art and museums in New York City, one finally devoted to an inclusive and reparative vision of the difficult histories of settler colonialism and the Indigenous peoples of this land.
Discussion:
- How would you describe the writing style in the letter? In what ways is it similar to and different from business writing?
- How is the letter organized? How could the organization be improved?
- Assess the argument for the two monuments in question. How do the authors use logical arguments, emotional appeals, and credibility? Which are their strongest and weakest arguments?
Chipotle Announces Search for New CEO
After founding the first Chipotle restaurant in 1993, Steve Ells will leave his position as CEO and become executive chairman. Chipotle locations have struggled with food safety issues since 2008, when customers at a La Mesa, California, restaurant came down with hepatitus, and 54 Kent State students were affected by norovirus at a local restaurant. Since then, other locations have been affected by these illnesses as well as Salmonella and E. Coli.
Company stock has suffered, and this move signals a hopeful change. It's a tough spot for the company's board because Ells has been the face of Chipotle for so long, but the situation has not improved despite efforts for better food safety and new menu items, such as queso dip, which was not well received.
In a company press release, Ells is quoted:
“I am incredibly proud of Chipotle and our people – and grateful to our loyal customers – and while we are continuing to make progress, it is clear that we need to move faster to make improvements,” said Ells. “Simply put, we need to execute better to ensure our future success. The Board and I are committed to bringing in an experienced leader with a passion for driving excellence across every aspect of our business, including the customer experience, operations, marketing, technology, food safety, and training.”
Added Ells, “Bringing in a new CEO is the right thing to do for all our stakeholders. It will allow me to focus on my strengths, which include bringing innovation to the way we source and prepare our food. It will ultimately improve our ability to provide our guests with delicious food that is prepared with high quality ingredients that are raised responsibly and served in a way that is accessible to everyone. I am confident that this will allow us to deliver value for our shareholders, and provide rewarding opportunities for our employees. Chipotle has vast unrealized potential. As we work hard to restore our brand, I believe we can capitalize on opportunities, including in areas such as the digital experience, menu innovation, delivery, catering, and domestic and international expansion, to deliver significant growth.”
The board chair is also quoted, speaking highly of Ells:
“Steve is a visionary leader and one of the most successful restaurateurs in history, having grown Chipotle from a single restaurant in Colorado to more than 2,350 restaurants today. Steve made the decision, and the Board agreed, that now is the right time to identify a new CEO who can reinvigorate the brand and help the company achieve its potential. We are committed to recruiting a world-class CEO for this incredible opportunity.”
Discussion:
- Read the entire press release. What is not said? Should the release include anything else?
- How well does Ells's quote inspire confidence in the future of the brand? What parts do you find most and least convincing?
- Who are the audiences for the press release? What are the company's objectives?
- In a sense the board is demonstrating vulnerability. How would you describe their approach, and how effective do you think this is?
Indiana University Is Next to Suspend Greek Life
Indiana University is following what is starting to be trend: suspending campus Greek life. University officials say activities are banned until at least the spring. The decision follows similar recent actions by Texas State University, Ohio State University, Ball State, and the University of Michigan after various charges of hazing, drug and alcohol abuse, and a death at Penn State.
Indiana's Interfraternity Council President wrote, "We are looking forward to working with our partners on campus as well as national headquarters and alumni to achieve our common goal of creating a sustainable environment for all our chapters to excel in future endeavors."
Indiana is trying to enforce its standards for fraternities and sororities, which is detailed in a "Agreement for Greek Organizations." The agreement focuses on providing and maintaining a safe environment, including not participating in hazing and controlling events where alcohol is served.
Discussion:
- What effect do you think these suspensions will have on Greek life?
- What actions, if any, has your university taken? What do you think should happen?
- I can't find a statement from Indiana University. Should the administration issue one?
"Happily Gentrifying" Isn't Well Received
A Denver coffee shop is facing backlash from neighbors after posting a sign outside the building: "Happily Gentrifying the Neighborhood Since 2014."
Not everyone is a fan of gentrification, which typically means higher-income shops coming into a neighborhood with increasing rents. Often the result is that people of color and with lower incomes get driven out.
The coffee shop faced a broken window, graffiti outside the building that read "White Coffee," and about 200 protestors.
After initially dismissing the complaints and calling the sign a joke, the company founder said he didn't "fully appreciate the very real and troubling issue of gentrification." He also said, "I recognize that we had a blind spot to other legitimate interpretations. I sincerely apologize—absolutely and unequivocally."
Discussion:
- Should the founder or store manager have know better than to post such a sign? Or was it a careless mistake? Or something else?
- How do you assess the founder's initial and follow-up responses? How could he have demonstrated more humility?
Uber's Recovery Problem
Uber's new CEO Dara Khosrowshahi may be having a tougher time than he anticipated. New charges have been issued against the company, including paying off a hacker to keep quiet about stolen customer information.
An analyst on Bloomberg said, "The payment of ransom is egregious, and the lack of investment in proactive cybersecurity measures...was beyond the pale." Other industry experts agree. “I was shocked,” a CTO officer at Menlo Security Inc. “Companies need to own up.” The board recently began an investigation into the $100,000 payment, and they terminated the chief security office and another employee as a result.
Before this incident, Bloomberg reports that Khosrowshahi was already apologizing for the company's past actions:
Since he took over, London moved toward outlawing the service, citing “a lack of corporate responsibility.” Uber is appealing. (“I apologise for the mistakes we’ve made,” Khosrowshahi said in response.) He then traveled to Brasilia to meet with officials there and ward off restrictions on Uber’s business. (“In the past, we were a bit aggressive,” he told a Brazilian newspaper.) And now the mishandled data breach. (“We will learn from our mistakes.”)
I will argue what I have in the past on this blog in my new book on Building Leadership Character: Travis Kalanick lacked humility. He believed he was above the law and therefore wouldn't be help accountable for anything.
Discussion:
- Do you agree with my assessment of Kalanick? Why or why not?
- What can Khosrowshahi do to rebuild the company image?
Wells Fargo's Stiff CEO Video
Wells Fargo is still trying to rebuild trust after several scandals, including creating millions of fake accounts for customers. The company sent emails to customers and included a link to a new video featuring CEO and president Tim Sloan.
The email starts with a sort-of apology, indicating that they haven't communicated enough.
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Sloan's messages are consistent: they take responsibility, and they are trying to "make things right." But Sloan is as stiff as he was in another video, created in April.
Discussion:
- Do you agree or disagree with my criticism of the email and video? Why or why not?
- How else would you evaluate the email and video?
- Sloan also isn't giving many specifics. What else, if anything, should he say?
TripAdvisor Identifies Issues at Hotels
TripAdvisor has decided to identify hotels where issues about "healthy, safety, and discrimination" have been reported. Given the increasing conversations about sexual harassment, the company is stepping up, but the notice raises serious concerns for hotels.
Related to this move, TripAdvisor has apologized for removing a post reporting a rape by a hotel security guard. Turns out, other women posted similar reports, and there is a pattern. In a statement, the company also explained its plan to use badges:
NEEDHAM, Mass., Nov. 1, 2017
The following is the official statement from TripAdvisor concerning the article by Raquel Rutledge of the USA Today network:
"TripAdvisor's site includes more than 535 million reviews and opinions from global travelers who write about their experiences at hotels, with airlines, restaurants and local attractions. Like any other content business, we work to adhere to publishing guidelines that are in place to ensure the accuracy and integrity of those reviews.
TripAdvisor has always maintained - since our founding - a strict separation between our commerce and content businesses. Despite assertions and statements made by a recent USA Today article, there is no tie between commercial relationships with our partners and how our content guidelines are applied to reviews or forum posts published on the site.
We apologize to the sexual assault victim reported on in the article, who had her forum post removed seven years ago on TripAdvisor. At the time, we had a policy whereby we judged content to be in breach of our guidelines if it did not adhere to family-friendly language. More than seven years ago that meant all language needed to be G-rated. A few years ago, we changed that policy to allow more descriptive reviews on the site about first-hand accounts of serious incidents like rape or assault. We recognized then that our previous guidelines went too far in preventing information like this from being shared.
Over the last several years, this policy change has yielded many first-hand accounts of serious incidents being published on the platform. A simple search of TripAdvisor will show numerous reviews from travelers over the last several years who wrote about their first-hand experiences that include matters of robbery or theft, assault and rape. We believe any first-hand experience should be posted to our site as a means to communicate to other consumers looking for information on where they should travel.
When we were made aware that this post had been removed under our previous guidelines, we republished it in line with our revised policy.
We are horrified that this victim experienced this assault on her vacation in Mexico, and other travelers should be aware of this incident.
In order to better inform consumers and provide them with even more information about their travels, TripAdvisor is creating a "badge" notification to apply to businesses to alert consumers of health and safety or discrimination issues at that business reported on within the media or other credible sources of information.
We will continue to work to improve and evolve our moderation and publishing guidelines as we work to provide the most accurate information in the travel industry available online."
The new badge will read as follows:
Discussion:
- What ethical issues and communication challenges are raised by this decision? Consider perspectives of hotel guests, managers, and staff. What are the potential advantages and potential negative implications?
- If you owned a hotel that received this badge, what would you do?
- In what ways does TripAdvisor's statement demonstrate compassion? Where does it fall short?