Tuesday, September 30, 2008

problem resolution message from MySpace

So seldom does one see well-written user messages and member updates, it's shocking when you eventually do see one. This one from MySpace Music jolted me this morning. It's a model that other Web 2.0 companies should use as an example.

For the sake of analysis, I've added large red numbers to each concept expressed in this message, concepts that I will make clear as I show you why this message is a true gem of customer communications.

At the outset, let me sadly state that, as perfect as this problem resolution message is, ultimately the communication goal, user satisfaction, is not achieved.

There are more problems at MySpace Music, and they're not being addressed. I've been unable to upload successfully any new tunes to the players, nor have I been able to upload new videos. And I'm unable to reposition the tunes in the players, as the Up and Down buttons have vanished.

Latest Update:
Sep 25, 6:00am PDT

1 Attention artists: 2 We are still working on the play count issue. 3 We are re-loading all your stats and plays (including songs you deleted in the past), 4 so that your total plays will be accurate.

5 I know this is very frustrating to not have them accurate at this moment, but please be patient. 6 Your plays will be restored. The plays that have happened since the new changeover will also eventually appear.

Everything is being recorded, the problem is what is displayed on your music players.

7 Just wanted to let you know that I have not forgotten you, and we are working on this issue. 8 It is just a slow process as we have 5 years of data to reload and synch up with your profiles.

9 Thanks for your patience and support!

Analysis of MySpace Music
Problem Resolution Message:

1 States specifically to whom this message is addressed.

2 Identifies specific problem, with assurance that they're solving it.

3 Explains specifically what they're doing to solve it.

4 Defines specific goal, in terms of user benefit, of the fix.

5 Acknowledges the emotional side of the issue: frustration.

6 Makes specific promise in terms of end result users desire and deserve.

7 Soothes the emotional side with friendly warmth and assurance, in terms of what the users are probably thinking and what they need to hear.

8 Explains why the fix is not instantaneous, without blaming users or evading accountability.

9 Ends on a friendly human note expressing appreciation.

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