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Google: “endemic threat to privacy”

Life gets uglier for Google today (bold added):

In a report released Saturday, London-based Privacy International assigned Google its lowest possible grade. The category is reserved for companies with “comprehensive consumer surveillance and entrenched hostility to privacy.

Google had this to say:

“We are disappointed with Privacy International’s report, which is based on numerous inaccuracies and misunderstandings about our services,” said Nicole Wong, Google’s deputy general counsel. “It’s a shame that Privacy International decided to publish its report before we had an opportunity to discuss our privacy practices with them.”

Of course we know the real reason it got this far :

Privacy International contacted Google earlier this month, but didn’t receive a response, said Simon Davies, the group’s director.

Google, Google, Google. When will you wake up? You give good answers when you respond, but you really need to learn to respond!

Here’s an example of what you could have sent to Privacy International as soon as you received their inquiry:

Dear Concerned Citizen. Thank you for your inquiry. We are reading it carefully, and taking it very seriously. We are very privacy conscious. We know we have a great responsiblity, given the authority our users and Internet users in general have granted us. We also know that we have great opportunity, and hope to use our authority to improve privacy practices worldwide as well as within Google. In fact, we would appreciate you giving us an opportunity to respond to your inquiry. We are confident we can share with you key privacy insights that demonstrate our sincere commitment to protecting consumer privacy. We know you will be impressed, and we hope you will recognize us as an ally in the fight to protect consumer privacy. Give us a few days to respond. It will be much appreciated, and worth your patience.”

One Comment

  1. Dave L wrote:

    Nail–>head: Google’s biggest problem is their lack of a service or support or customer-centric culture. They are an engineering-problem centric culture.

    Sunday, June 10, 2007 at 11:49 am | Permalink