The 463: Inside Tech

Spokeo Complaint Before FTC

Katie Hallen -- Readers of this blog will know that this writer is no fan of Spokeo, the website that aggregates the personal information of millions of Americans and makes it searchable through a simple interface. It's worth mentioning that by far and away most of this data is highly inaccurate.

Spokeo claims to be a modern-day phone book for the social-networking age, but anyone who visits the site can see it for what it is: a start-up desperately trying to make money by brokering what many would consider to be private data.  Are Spokeo's actions illegal?  That is up for debate.  Are they unethical?  Absolutely.

Religion, ethnicity, age and shopping preferences are among the items that Spokeo publishes on nearly everyone with an address. Mortgage value, investments and income are available by subscription. If all of this makes you a little bit uncomfortable, Spokeo directs you to so-called "privacy company" ReputationDefender so that you can enlist their services for a charge to remove your personal information from web databases.  I'm not a lawyer, but that sounds like racketeering. 

Last month, I predicted a Federal Trade Commission investigation into Spokeo. It was refreshing to learn today that the Center for Democracy and Technology has filed a complaint and request for investigation against Spokeo with the FTC.  CDT's complaint (found here) argues that Spokeo's business practices violate the Fair Credit Reporting Act. 

We'll continue to monitor this issue to see what happens next. 

Unrealistic Expectations?

(David Mack) In a recent interview with The Register, Chris Hoofnagle injected some common sense into the increasingly heated privacy debate.  His message – some privacy advocates’ demands are going too far.  

Chris is director of the Berkeley Center for Law and Technology’s information privacy program and a well-regarded expert who doesn’t pull punches.  That’s why his comments were both interesting and a welcome break from an increasing tide of privacy lawsuits targeting tech companies.  

From the article:  

"The privacy advocates have been less than pragmatic on these issues and they're calling for interventions that I don't think will protect privacy," he said, speaking of criticisms expressed by various organizations in recent months. "[They also] might be commercially impossible to put into play."  

The comment specifically addressed calls for Facebook to adopt an opt-in strategy for a variety of services.  

Others have gone further, with groups like NetChoice warning that a slew of lawsuits and over-regulation could hamper innovation and kill the golden technology goose.    

There is an important role for consumer advocates and privacy watchdogs, but Chris’ message of moderation and realistic goals offers the most productive path forward.  Ultimately, we’re all better off in an atmosphere where parties rate solutions higher than headlines.

Hey Adults, Let's Practice What We Preach

(Stephanie Tackach) A new report from the Pew Research Center’s Internet & American Life Project found that adults and teens equally text while driving. According to their survey, one in four adults reported they have texted while driving, not far from the 26% of teens who say they’ve texted while driving.

The report also found adults are more likely to talk on their cell phones while driving compared to 16 and 17 year-olds drivers.  61% of adults said they have talked on the cell phones while driving while 43% of teens say they have.

Looks like the digital society has got people of all ages communicating with others while behind the wheel. Becareful, law enforcement agencies are cracking down and handing out pricey tickets in order to keep citizens safe from distracted drivers. Currently, 28 states have a ban on texting while driving, and 9 states have a full ban on talking while using a hand-held cellphone. Check out the Insurance Institute for Highway Safety's site for the list of states and their current bans. 

Apple May Need a Thicker Skin

(Stephanie Tackach)- When I was debating making the switch from a PC to a Mac, one of the most compelling arguments made by my friends was you wouldn't have to worry about viruses or remember to renew your anti-virus subscription each year. Well, that may be true but Apple is experiencing a bruise at the moment.

As Apple's revenue continues to rise, so does attacks on its products. Recently, the Hacker group Goaste Security was able to obtain email addresses and SIM card ID numbers for over 100,000 iPad 3G users.

On the recent score, David Goldman of CNNMoney writes:

“It's not surprising that Apple is becoming a growing target -- it's simply a matter of scale.         Cybercriminals try to hack the software that most people use to access the Internet, and increasingly, that software is made by Apple. While Apple's PC market share is still in the single  digits, Apple is now the second largest smart phone maker in the United States, behind only BlackBerry maker Research in Motion.”

Goldman also recognizes that this vulnerability came from AT&T but affecting Apple products, the company should be ready to respond with a position on security. This goes to show the importance of staying protected, no matter what device or software. No one device is untouchable.

BP Equals Bad Communications Protocol

(Krista Strum) Note to BP’s corporate communications team: advise your talking heads to tell the facts (or don’t give them off-base talking points) and stop letting your CEO Tony Hayward speak to press, period.  That way, he can have his life back...just like he recently stated.  
 
This is a tragic case in which lives were lost and our environment and the way of life for so many of our fellow citizens threatened.  But when it comes to how BP handled this case, there’s no doubt that their early crisis management practices will be a textbook case study for years to come.  And, it will certainly take a while to count up all of its mishaps. So what are the key takeaways considering what we currently know?
 
First, and foremost, always…always rapidly respond to the public and own up to it.  And, don’t point fingers in order escape scrutiny and take responsibility.  In BP’s case, this was not clear early on and their early days’ spent on Capitol Hill blaming Transocean and Halliburton certainly created additional toxic tension for the trio now collaborating to fix the leak – an awkward partnership that could last for years.  
 
Second, don’t gravely understate facts when you can’t confirm or deny them.  Case in point: in April Hayward cited that with so much water in the ocean, “the spill will have a modest impact.” I guess that was when the hole was estimated to be leaking only 5,000 barrels a day when it was really leaking nearly 14 times as much…and the moon was made of yellow cheese. 
 
Third, never allow your CEO to make personal statements about how the catastrophe is consuming his/her life during a crisis that has claimed lives.  For even the most stone-faced spokespeople, publicly faking empathy is better than making a completely desensitized statement that further enrages folks.  
 
As for the rest of the takeaways, unfortunately we’ve got several months/years of note taking before we can tally up all the lessons learned.  One thing’s for certain, a publicly-traded company with gazillions of dollars should invest enough effort into conveying the truth, focusing on the problem first and then fixing it. Plain and simple, BP has failed miserably in this regard.
 
P.S. A special shout out to all BP gas station protestors. 

Gadgets: Your Digital Fix and Mental Detriment All in One

(Krista Strum) Does your “crackberry” really get you high? And, can you become addicted to a phone anyway? Sources say yes.  According to a recent New York Times report about Americans’ growing reliance on gadgets, and the constant need to be “plugged in,” frequent use of a digital device can stimulate brain activity in small bursts…giving somewhat of a mental high.  
 
Problem is: being too reliant on digital devices can actually re-pattern the way people think.  Instead of organically processing thoughts, “crackberry addicts” and the likes, have a hard time fully thinking things through.  According to researchers quoted in the article, “our ability to focus is being undermined by bursts of information;” a pattern that hinders linear thinking and sometimes makes it hard to finish tasks.  
 
Aside from altering the way people think, devices can be tough on relationships as well. We all know that texting, or surfing the Internet, while interacting with spouses, children, and pets can: A) land you on the couch for a night, and/or B) make your loved ones feel unimportant and overlooked. Who wants to play second best to an iPhone?  
 
So, why should you make it a priority to draw strict boundaries between your personal space and your laptop (or other digital device)?  Well first, no one should want to inadvertently re-pattern a God given way of thinking. Second, too many people have already lost their lives due to quick urges to text or surf the Internet while driving.
 
In all, I don’t know any human who wishes they could process information like Google; so let’s recognize that we’re not wired to do so and develop strict boundaries between digital devices and our personal lives. You can start by repeating after me: “I will not sleep with my phone next to my pillow tonight,” —or any other night for that matter!  

Communications Lesson Learned From Imperfection

By Josh Zecher

As a kid, one of the first mantras that my parents tried to drill into my head was "honesty is the best policy."  The more truthful and open you are, the less trouble you can get into.  In the world of corporate communications, it is still amazing how often "spin" is interpreted as "lets lie to cover the truth." 

If a mistake is made, communications should be about moving the story away from the mistake and onto the solution.  The only way to do that is to admit error.

Last night, the world of sports showed us how the admission of a mistake can move a story forward.  For some background, last night Detroit Tiger pitcher Armando Galarraga was one out away from a perfect game.  A perfect game means 27 batters and 27 outs, no hits, errors or walks.  A perfect game has only been accomplished 20 times in more than 100 years.  On what would be the final out of the game, first base umpire Jim Joyce called a Cleveland Indian batter safe at first base.  He blew the call.  Replays showed the batter was definitely out but the damage was done and perfection was lost.

Too many times, authority figures hide behind their uniform and won't admit a wrong.  Facebook, Twitter and the blogosphere were calling for Joyce's head minutes after the blown call.  So, how did he handle?  Joyce visited the Tigers clubhouse after the game to apologize to Galarraga and his team.  Joyce then met with the media and fell on his sword.

But quickly the online avalanche of criticism turned to praise for how Joyce handled the situation.  Articles abound with sympathy for Joyce and admiration for his character.

Granted, last night's events were not life and death and was only a baseball game but it can be used as a textbook example of how to handle a crisis situation.  Call it the communications perfection of the imperfect umpire.

UPDATE:  A great scene at the ballpark today to highlight how Jim Joyce took the story to a positive ending.