“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.
@bitjockey
I agree.
John
“The problem is Apple’s lack of communication with developers or the press when things go wrong. “
How would this guy know what developers think. More like a couple of vocal developers. Too bad so Sad! Apple has made no secret that Apple controls what Apps will be sold through the App store. So where is the miscommunication???
This writer is PO’d that Apple executives won’t talk to him… maybe he should get over it and talk to someone who gives a $hit. Or write an article about the awesome PC products on the market… ahum ahum
The zune boys hate us so bad yet they spend all day every day raiding sites like this one making stupid anti Apple claims. Why wander over here just to be bung holes?
My .mac email wouldn’t be working and the .mac website would say “all is well.” I agree with other posters above who say, just be upfront with us, Apple.
There is no bigger fan of Apple’s computers than me, but I’ve never been a huge fan of Apple or SJ. When Steve came back I really thought it would be the end of Apple, but the fact that Apple is much stronger than it has ever been is a testament to whatever growing up Steve had to do while he was away.
One of the things that has always bugged me about Apple, Inc. is their refusal to communicate at a deeper level, with customers, like when something goes wrong, and with the general public as with their ongoing Get-a-Mac ad campaign. Because I really like many of Apple’s products, notably their computers and the iPod Touch, I do think that they need to realize how arbitrary some of their App store pulls look to joe and jane consumer.
The other thing is their ad campaigns. Granted, this latest one does seem to be effective, I guess, but all of the ad campaigns that Apple has done, including this one, are so juvenile, so tit-for-tat. Why never any serious ads about the Macintosh, not compared to other pcs, but a full 30-60 seconds showing the Mac being used at home and in the work place, standing on its own and demonstrating what personal computing was destined to be and what it is destined to become. Using the Mac, show happy people, creative people, business people, people getting things done. But no, we have to be lite and witty and cool, which is cool, but it’s not all that the Mac has to offer – by a long shot.
So yes, in spite of the apparent success of the Apple commercial to be entertaining, it still, as usual, sells the Mac short. And as for the App store wanna-be fiasco – It’s a nice clean on-stop-shop, but I would feel very constricted as developer to be able to release only what Apple [arbitrarily?] decided I could. Quite upset in fact. There’s got to be a way for Apple to be candid with its developers and customers while minimizing risk of lawsuits. But then, what other multi-billion dollar/year corporation does what we wish Apple would do in this regard – – Let’s see… Ummmmm…. Uhhhhh… Yeah – none. Still doesn’t mean Apple couldn’t set the precedent though.
“Needless to say, Apple didn’t comment for this story; in fact, its representatives refuse to talk to me at all,” Segan writes.”
Maybe Apple knows this bone lick is just like all the rest of the ‘pc’ idiots.
Daniel Eran Dilger over at roughlydrafted.com had some discussions about that. There’s an agreement that developers have to sign. As I understand, it’s not public, but the one that was released with the beta of the iPhone SDK is.
The main discussion is what some of the points in this agreement mean. It seems that Apple has communicated the limits and obligations fairly well, albeit in legalese. Those limits and obligations for developers were pretty strict, so some of them chose to interpret them in a more liberal fashion. And then they cry foul when Apple takes them literally.
Another thing is that those developers have a different idea what the platform should do than Apple. I side with Apple, since they developed that platform. It’s theirs. It’s not an ‘open’ computing platform, not should it be, IMO. If people are too stupid to understand the legal agreement, or too lazy to ask Apple or get legal counsel for clarification before they start working, that’s not really Apple’s fault.
Action: Microsoft screws up 90 % of time.
reaction: Well, that is just life, lets learn to live with it.
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Action: Apple screws up 10% of the time.
reaction: Well, that sucks. I hate Apple cause it is right 90% of the time.
Why can’t they be perfect?
Why can’t they do it the way I like?
How dare Apple accept program A and reject B???/
(second person, How dare Apple accept program B and reject A?)
Apple ONLY has 20 Billion in the bank. Whats wrong with them???
Apple has a HUGE 20 Billion in the bank and they are not spending it. Whats wrong with them?????
Like Apple, Hate Apple. I don’t care. Life has choices. But when people yack on and on and on about Apple and its lack of kissing their private asses, well, It just time for me to go for a while.
Sorry and have fun.
Just a thought.
en
Apple needs to understand that it is no longer a small, niche player. Its Mac business has grown tremendously, the iPhone is grabbing massive market share, and it is the market leader in portable music players. Plus, Apple is in the spotlight, whether it wants to be or not.
Apple needs to have better communication with developers and set some minimum standards for apps. Apple needs to address problems with products promptly and explain to people why something has happened, or at least acknowledge an issue and say that they’re working on it.
That alone would go a long way toward avoiding these iPhone class action lawsuits, which certainly costs Apple more money than missing a few more sales. It also would go a long way toward making people feel even better about Apple, that it is a company which truly cares about its customers.
We know Apple cares about its’ customers’ experiences. That’s why Apple products are as good as they are. However, the lack of communication moves Apple from being that warm, fuzzy brand to being a cold, steely corporation which just wants to make money.
People are much more forgiving of a cute puppy peeing on the carpet than a full grown doberman doing the same.
@winthrop
which ship would that be? the USS Bad Economy ?
What would happen if we treated corporations the way we treat people? We don’t expect people to be perfect, for example, because nobody’s perfect. So why are the so-called “analysts” so quick not just to criticize Apple, but to bury Apple the moment it makes the slightest mistake? If we treated other people like this, we would most assuredly alienate everyone we meet. How much sense would that make?
@bizlaw
“Apple needs to have better communication with developers and set some minimum standards for apps.”
Are you kidding? Do you even own a Mac? You pretentious prick!
When it comes to standardization of both the UI and application software, no other tech company comes close to Apple’s achievements.
Our Macs run some pretty amazing applications, the majority of which are the crowning achievements of the hard-working developers who have staked their reputations and their livelihoods on Apple, Inc. They are quite content to be working with the professionals of Apple.
Since the Macintosh’s inception and introduction, standardization has been a cornerstone of its success and a key reason why Apple is one the largest tech company’s in the world. They do more with fewer people too and need I remind you Apple leads in customer satisfaction.
In contrast to Apple’s success, we have Microsoft, who changes their interfaces arbitrarily with no explanation whatsoever. Remember Word with all those butt-ugly menus and options?! Remember Ballmer and his flop-sweat dance around the stage chanting developers, developers, developers? Is that what you had in mind for Apple and SJ?
Piss is piss, no matter where it comes from and when you’re done admiring the puddle, you still have to clean it up. Perhaps you’ve been licking it up? Mmmmm….