Apple Fires Discussion Forum Staff - Forums Degrade

Apple Disbands Forum Support Team

We > Me: Joe Morel's Blog — Wed, 02 Aug 2006 21:56:23 GMT

Yikes...this wasn't an article I expected to see coming:
http://www.appleinsider.com/article.php?id=1923...

re: Apple Fires Discussion Forum Staff - Forums Degrade

msnsearch — Wed, 02 Aug 2006 23:18:03 GMT

This bums me out mostly because with Guy Kawasaki, Apple became the gold standard for customer evangelism and community outreach.

Speaking from my Gotdotnet experience, you have to hear the griping to get the gold...and even the crabbiest members of the public can be your best advocates if you listen.

--Betsy Aoki

re: Apple Fires Discussion Forum Staff - Forums Degrade

Jim Glass — Wed, 02 Aug 2006 23:52:14 GMT

Ya got to wonder if it's a people thang or a strategy shift. It can be only (horrors) about the bottom line...

re: Apple Fires Discussion Forum Staff - Forums Degrade

Norman Diamond — Thu, 03 Aug 2006 03:40:54 GMT

> So now they've decided that it was time to cut out the
> one olive branch they had to their customers. But was it
> really much of an olive branch anyway when part of their
> job involved censoring posts...

Nikon did the same thing near the end of a previous millennium. I don't know if they fired their censors but they did censor posts and cut their olive branch. I'm sure glad it was easy to stop buying Nikon stuff, and I haven't even looked to see if Nikon ever relearned what good customer relations used to be like.

> I've even fielded complaints from MS folks about
> customers that have deleted their posts. Then, when I
> read the posts that were deleted, had to tell the MS
> folks that the moderators were justified according to the
> guidelines they helped create.

Wow, that is astounding. It is refreshing to see honest unbiased activity. Though in general[*] I'd prefer to see posts remain uncensored but labelled as "highly inaccurate" and/or "does not solve problem" and/or "apparently didn't even read the problem" or whatever.

[* Spams being the biggest exception.]

Apple Throws Discussion Boards to the Snakes

Korby Parnell's CodePlex Wunderkammer — Fri, 04 Aug 2006 19:14:26 GMT

Where has Apple been since the second invasion of Iraq??? Recently, Apple decided to jettison its forum...

re: Apple Fires Discussion Forum Staff - Forums Degrade

jledgard — Fri, 04 Aug 2006 23:49:25 GMT

The post in question from MSFT was essentially SPAM. :-)

re: Apple Fires Discussion Forum Staff - Forums Degrade

Andreas Johansson — Sat, 05 Aug 2006 03:39:31 GMT

I don't think it is about censoring, it is about keeping the site and forums on topic.

Moderators are not working for MSFT but the community and it is really what is done. Moderating is done to help other developers, not to promote MSFT.

It definatly adds to the value of beeing a developer using microsoft products.

The MSDN forums just rocks and the partipaction seen by MSFT employees working on the actual products are raising the value to these forums I never imagined.

re: Apple Fires Discussion Forum Staff - Forums Degrade

Norman Diamond — Mon, 07 Aug 2006 03:20:16 GMT

Friday, August 04, 2006 4:49 PM by jledgard
> The post in question from MSFT was essentially SPAM. :-)

Oooooh. Yet one more feature that the maker of VMS++ inherited from the maker of WNT-- ^_^

re: Apple Fires Discussion Forum Staff - Forums Degrade

Chose not to disclose — Wed, 09 Aug 2006 15:25:36 GMT

It is tough to manage a community forum that gets several thousand posts a day. For the most part, if you kept it clean and asked for help, Apple Moderators left your post (unless the thread got out of hand), but if you only complained, it probably disappeared. Afterall, they are peer-to-peer technical support forums, where people look for and offer assistance, not comiseration.

Apple has lost a significant amount of information direct from their customers. By laying off the team that analyzed the posts and fed the data to the appropriate teams, issues were resolved and fixes were released much quicker than could be identified via phone data. Not so anymore.

re: Apple Fires Discussion Forum Staff - Forums Degrade

jledgard — Wed, 09 Aug 2006 19:56:32 GMT

It's a good point to realize that they are now snubbing thier nose at feedback from that community now as well.

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