“Apple’s recent rejection of the Podcaster iPhone app from its App Store has software developers in a tizzy—because, except for games and enterprise apps, it seems that developers can’t guess in advance whether their apps will be accepted or not,” Sascha Segan writes for PC Magazine.
“The rejections aren’t the actual problem here, just as the iPhone’s reception problems weren’t the actual problem when they popped up in July. The problem is Apple’s lack of communication with developers or the press when things go wrong. People want true explanations and clear guidelines. Needless to say, Apple didn’t comment for this story; in fact, its representatives refuse to talk to me at all,” Segan writes.
“It’s amazing how forgiving consumers can be when companies treat them like grown-ups. Corporate PR often seems to be driven by secrecy and fear, which engenders wild conspiracy theories and a double helping of resentment. But when companies clear the air, people are usually more relieved than angry. Apple’s apologies somewhat defused the MobileMe launch disaster, for instance. Consumers just want to feel like they’re in the loop,” Segan writes.
“In the past month, I’ve run into Apple-style corporate miscommunication four times,” Segan writes. “In three of those instances, I walked away with a very negative opinion of the company in question. Then I talked to a front-line tech, who gave me the real answer for the problem, making me feel a lot morepositive about the company. I don’t think I’m alone in forgiving people who are clear with me, so why don’t tech companies do that more often?”
Full article – recommended – here.