Evernote CEO Phil Libin penned a response to my post re: the product’s bugginess, and its plans to improve in 2014: http://t.co/V1xgmvhePj
— Jason Kincaid (@jasonkincaid) January 5, 2014
Here’s a unique case of damage control in the tech world.
As you can see from the tweet above, popular tech journo Jason Kincaid wrote a blog post laying out his complaints with Evernote‘s performance and calling it “the bug-ridden elephant”. While Kincaid wrote that he loves the service enough to be “familiar with [its] warts”, he also can’t handle certain shortcomings in terms of memory and customer service. Fair enough.
In a move that reflects the way tech does things, Evernote CEO Phil Libin contacted him personally and then responded in a shockingly respectful post promising better software quality in 2014.
Libin’s opening paragraph sets the humble tone:
“I could quibble with the specifics, but reading Jason’s article was a painful and frustrating experience because, in the big picture, he’s right. We’re going to fix this.”
He essentially uses Kincaid’s post as the starting point for a “state of the company” press release, but the two stories make for a good PR read because they provide an example of a new tech-focused damage control model: respected blogger writes critical post, executive responds in a reasonable way in a public forum, and no one’s feelings are hurt.
See, we can all get along!
Libin would almost certainly prefer that Kincaid list his complaints in email form rather than in a public forum read by thousands, but that’s not how the game works.