The Hypocrisy Weblog

Many of you readers also active on email-lists on the mesh, err… Internet, can’t have missed the stir which the new design on Yahoo! Groups caused.

Numerous users scream out “I want the old design back”, “my group’s messages gets sorted in the wrong order”, “everything is harder to find”

Though, I can’t seem to understand this. It took a while to grip the new design, after being so used to the old look, but I really don’t have any complaints about this new, blue:ish style of Yahoo! Groups! Maybe I am one of those who should be counted into the “ignorance is bliss”-type of people, but I can actually say that I like the new design!!!

My own reflections on the issues users have on the design-change aside – there is a much more important issue at hand; and this is related to how Yahoo! are handling this onslaught of users wanting to speak their minds of the changes of their beloved website that these individuals use every day. A picture has been growing on me the past couple of days, and this picture says that Yahoo! aren’t dealing and communicating with their disgruntled users as they should, I’d dare to say that Yahoo! aren’t dealing and communicating at all!

Sending out corporate answers (if any) to a user who has specific issues that he / she wants rectified just doesn’t cut it! The product of this behaviour is that many administrators of Yahoo!’s Group-service are thinking about moving to an alternative service, and here Google Groups seem to be their primary choice.

Want I want to say with all of the above is that you can’t drastic changes in your website, and not put away a budget large enough to handle the customer care need that might surface due to this change. What will happen in the long run, is that by showing negligence towards your users, thus saving money in a short term perspective, you will lose money in the long term.

Tags: PR

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