In a San Francisco Chronicle article today about the contact management Internet firm, Plaxo, co-founder Todd Masonis nails the description of the tech-savvy nattering negative nabobs who reflexively distrust Plaxo's helpful service (they feel that giving up their contact information is one step away from a privacy disaster):
"You'd expect early adopters to be most accepting. There's almost a nouveau-techno-Luddite-ism out there."
Beautiful.
Having had a chance to work with Plaxo in its first couple years and also knowing their new CEO Ben Golub through his long term as a VeriSign executive (yes, our bias is showing); we know that the Plaxo team is well aware that their credibility is critical to their success. That's why even many privacy experts call Plaxo's privacy policy strong. In fact, the Chronicle's normally snarky Alan Saracevic says in his article that:
"Your information appears pretty safe to me with this company. Many in the business consider the policy state of the art."
Yes, it's true that the Nouveau-Techno-Luddite's did help Plaxo (belatedly) make the active and loud communication of their privacy policy the company's top priority after the rumor mill about Plaxo's intentions became pervasive on blogs and in uninformed columns. (Soon after, some opinionated columnists like David Coursey started changing their minds.)
Still, without a forceful effort to combat the "NTLs", Plaxo could have been dead on the vine. Jobs would have been lost. Investments squandered. And, Internet users would have lost out on using an innovative service.
Yes, privacy and trust is essential in a networked, converged world. And, yes, it's a profit-seeking company's onus to prove that they are worthy to gain and retain customers. But, you have to wonder what opportunities might be lost (or already have been lost) because of the cynical, mistrusting pack of the holier-than-thou Internet users who shoot first and ask questions later (if ever).
Posted by Sean Garrett.
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