Phase.org

#Amazonfail - an apology is not an answer

2009-04-14 11:34:00
I'll assume, for now, that you've been following the #amazonfail fiasco, as I don't have time right now to explain what happened. For now, I just need somewhere to post the following observations:

Amazon still have a lot to explain, and seem to think that if they (finally) issue a big apology, everyone will be so impressed with it that they won't need to give any more answers.

But we still don't know:

- If there's a real "No adult content" policy, or some variant thereof.

- Which state, nation or market they are implementing this for; it *seems* to be one at least as "conservative" as the christian right, and I wonder if it's an arab or asian market. Or possibly China?

- At what level this policy decision was made

- What criteria they are using to select "bad books" (both the "moral" criteria and the technical parameters to which they seem to match so badly)

- What form of crack their book taxonomy system is based on, anyway

- Quite how this big a technical fuck-up (presuming it really is a localised policy change that escaped into the wider world) happened

- How long this policy has been going on for

- Why it took them so long to respond coherently (and of course whether the "most official" response is any more true than the rest)

- How long it took them to work out what was wrong themselves, assuming they even have

When they explain that, preferably on the front page of Amazon.com, it *may* be time to say #sorryamazon instead of #amazonfail, but I very much doubt it.

Comments

If there's a real "No adult content" policy, or some variant thereof.

Richard Clegg
2009-04-14 12:32

Um... I thought that they were pretty clear that they wanted adult content to not appear in general searches which were not for adult content. This is fairly reasonable behaviour IMHO.

Except that doesn't match the facts

Ben
2009-04-14 02:39

Several gay and lesbian-themed romances were included, including one with absolutely zero sex content.

Let's clear this up

Darren
2009-04-14 09:04

So, I've worked at Amazon.com, and I was able to get an account of what went down from some former co-workers of mine.

"If there's a real 'No adult content' policy, or some variant thereof."

Yes, there is, and has been for quite some time now. The feature has always been there, but just hasn't been featured too prominently until now.

"Which state, nation or market they are implementing this for; it *seems* to be one at least as "conservative" as the christian right, and I wonder if it's an arab or asian market. Or possibly China?"

The implementation was for all their sites worldwide.

"At what level this policy decision was made"

Don't actually know, but it was accepted. I think the spirit of the policy was so that kids searching for "Harry Potter" wouldn't find vibrators in the search results. But I don't think that part had been completed yet when this whole thing blew up.

"What criteria they are using to select 'bad books' (both the
'moral' criteria and the technical parameters to which they seem to match so badly)"

"What form of crack their book taxonomy system is based on, anyway"

"Quite how this big a technical fuck-up (presuming it really is a localised policy change that escaped into the wider world) happened"

All of this is because someone working on amazon.fr didn't realize that the "adult" tag was special compared to tags like "erotic" and "sexuality." And because all items are the same worldwide, it affected the main amazon.com site as well. This summarizes everything pretty accurately: http://blog.seattlepi.com/amazon/archives/166329.asp

"Why it took them so long to respond coherently (and of course whether the 'most official' response is any more true than the rest)"

"How long it took them to work out what was wrong themselves, assuming they even have"

I imagine that Amazon.com came out with a statement once the PR department had a pretty clear understanding of what happened. Amazon.com employees were paged to the office from their Easter celebrations and ended up working for a large part of Sunday.

The entire fiasco was basically intense overreaction to a single accident.

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