Lots of pixels being killed on the deletion of some Kindle books by Amazon. They screwed up, big time, and are now in the midst of a communications crisis. Importantly, it’s one that strikes at the heart of their brand – built on trust and customer service. That’s why it is so important they get their voice out there, quickly in a sustained way. I saw the coverage yesterday, woke this morning sure (as a Kindle owner) I’d have an email from the company in my inbox. Nope. Then I was sure there’d be link or a note from the Amazon home page. Nope. Then something on the Kindle blog. Nope. Then on the main Amazon blog. Nope. In their press site. Nope.
Amazon: Communicate. You made a mistake, it appears you told InformationWeek you made a mistake, you said you wouldn’t do it again. Be thoughtful, be open, tell me directly.