Company tables lawsuit to remove online comments by what is believed to be unhappy customers

Gee, the mind-boggling lawsuits this brave new world of ours throws up:

An Australian accounting software developer blames a "severe downturn in sales" on people who bad-mouthed its products in online user forums. It wants a judge to muzzle their comments. The company is also seeking about $125,000 in damages from the operator of the website which hosted the forums (full story here)

Yes, people do (shock, horror) talk together online, and, yes, it often has ramifications for brands, reputation and ultimately earnings. Too many companies have yet to wake up to the fact that the Internet enables people to have the conversations they once had in the pub or coffee house online: leaving permanent electronic footprints which enable disenchanted customers to find each other and exchange experiences regardless of geographic locations or distances.

And then of course, when commenters do wade into the minefield of 'infringing' on a product's reputation you get these interesting discussions of how we can be sure that these folks are who they claim to be, have reasons to say what they mean, or mean what they say, or... how did that one go again?

Not to mention all the challenges of distributed conversations. As for this story, I got it from Adriana, who got it from Leo, who by the way happen to be the man behind this blog's banner (based on a shot from Muswell Hill, where I shall be returning next week).

Next Thursday's lunch:

Disclaimer: I would of course never dream of writing
a 15-word long headline in any of my day jobs.

Comments

[delmer]

It seems, to me anyway, that lawsuits like this (or cease and desist orders) often create a larger problem for a company that feels it's been harmed in some way.

I've lost track of times I've learned of a bad product or service only after a company has taken legal action against someone or another company who has somehow, supposedly, slighted said company.

News of the idiotic lawsuit hits the web and spreads like wildfire.

[Kristine]

Indeed. I don't understand how companies dare to ignore the basic rules of engagement online. I couldn't find the original link right now, but here's a great example of a company that does get it right:

http://mediainfluencer.co.uk/media_influencer/2007/05/instead_of_ceas.html