A Fine Summary

Last word on the Blackadder Affair must go to Allison Fine of ‘A. Fine Blog‘, with a great in-depth look at what happened in this and similar cases, and how they highlight an important difference between those Web2.0 sites which are genuine communities and those which are commercial community platforms:

Who’s the Customer on Facebook? Facebook is no Wikipedia, and not just because their functions are so different, but because their ethnology, the very essence of their being, is so different. Facebook is a commercial site, meaning it serves advertisers and users in equal measure. Its users are its customers only to the extent that their eyeballs on ads serve as their commerce. Wikipedia is a community of users that largely monitors itself for the benefit of all.

Unfortunately, Facebook seems to have taken the opposite tack … Wall Street isn’t interested in customer service per se, only in profits and, more importantly, future profits. While users on Facebook may have a community, or belong to many mini-communities, they don’t have a clear relationship with the company.

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2 thoughts on “A Fine Summary

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