Fifth Estate Best Practices and Democracy

Fifth Estate Best Practices and Democracy
Location
Doylestown, Pennsylvania, USA
Birthday
August 17
Title
Truth Seeker
Company
Fellow Citizens
Bio
The Fifth Estate extends from the blogosphere to the community and the ways participants hold the powers accountable. The Fourth Estate, the media, held some of that responsibility, but communications is now more in the hands of the people. So how can the Fifth Estate use the best of Fourth Estate with new challenges faced by community and social media? Compelling stories will showcase technological innovations and where there are concerns about best practices needs. Stories reach from the regular user to business to government, policy and law.

JULY 19, 2010 11:21AM

Apple Resorts iPhone 4 Solutions, not "Friending"

Rate: 1 Flag

The press conference for Steve Jobs and Apple helped.  If they are lucky, maybe the lawsuit will go away too.

 

                        iPhone 4 taped

 

 

Jobs is correct in that other competitive smart phones have issues.  Blackberry is upset about that comment.  Some Apple customers had already taken matters into their own hands and used masking tape on the iPhone 4 after purchase to fix the antenna problem. 

 

This doesn’t mean that Apple gets a pass for a defective device.  But it does mean that the company used classic corporation crisis management in a shift away from the social media style of  “friending” customers by telling them to use tape. Now Apple is offering free iPhone cases and refunds.  

 

Yes, friending customers through p.r. efforts can be duplicitous but appears to be useful. Some of the customers who resorted to using masking tape say they didn’t want to sue Apple just to make lawyers rich.  

 

Journalism helps when there is a wrongdoing.  A wrongdoing and a mistake are two different things.  Mistakes are bad, but less egregious.  As everyone learns to navigate social media there will be mistakes.  Classic corporate crisis communications techniques should disclose everything and admit where you have erred.  

 

If companies have abused customer's rights by selling faulty equipment, the laws that protect the Fifth Estate kick in -- hence the developing class action suit against Apple and AT&T, corporate partners for iPhone 4.  

 

As Apple demonstrates, the only remedy is to make the customer whole.  Looks like Apple and Steve Jobs learned that lesson.

 

 

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Comments

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It never ceases in to amaze me of late precisely how much false representation of the truth goes on in these corporations. To a degree, we've all known it 'was there,' still - somehow - it seems to have become more commonplace. I'm starting to wonder if there is a degree of both: 1) Our being desensitized to these wrongdoings - vs. mistakes and - 2) Being so "addicted" to the technology of the past several years that we've gotten so accustomed to that there is borderline desperation to have and to hold? Forget a life of "quiet desperation" - The old term that was used when a TV advertisement was messed up was "a make good." This, is to some degree in tandem with being made whole. These days "old" is relative too - it can a few months with the tech sector - which I also believe is part of the etiology of the problem here. If I were to buy one of these phones - and I'm not going to - I'd carefully weigh out every aspect of them. Apple in essence - in the mad scramble to be the first / cutting edge etc. - tripped over itself. Like Toyta (floor mats was their excuse at first) and BP (who knows what their excuse is) this dodging what is indeed self evident - the truth - is more the exception than the rule. They would clearly garner more respect in the long run if indeed they stepped up to the plate from the get go. The bottom line is: who on earth is keeping these entities in check in reality ? Given the patch job approach and (perhaps commendable) lack of desire to litigate - where and who does the onus rest with to keep these folks simply honest? This is a pivotal concern and question I have...in a time when confidence levels themselves are a major issue. Something to seriously think about and problem solve vs. cover up.