This topic has been closed.
It seems that everyones favorite collective is gone...
You know, face saving is everything. If the noise had not been so loud requiring defense, it might have happened much faster.
Oh, I (respectfully) disagree. I think they could have (and should have) saved face right for the start by issuing a simple statement such as:
"We recognize that important issues have been raised in this matter. Rest assured that we are carefully examining all the issues in accordance with our standard procedures. Please remember that we are sensitive to the privacy needs of all Etsy community members and as such, our internal discussions and any resulting decisions will not be shared publicly."
Crisis Communications 101: When you find yourself at the center of an emerging controversy, do *not* create a communications vacuum. Get your story out there first and frame the debate.
In Etsy's case, the framing they needed was "We share your concerns. We take these matters seriously. We will not speak about this publicly out of concern for the rights of all community members."
Instead, the framing they got was "Etsy doesn't care. Etsy is incompetent. Etsy is deceptive."
If they had framed this correctly from the beginning, there wouldn't have been such an uproar.
This whole episode would make a great PR / crisis communications case study.
For those who don't know what the fuss is about, start here: www.regretsy.com/2012/04/21/the-etsy-featured-reseller-ecologica-ma...