NY Observer on Flickr Deleting Accounts

The lack of attention being paid to Flickr, whose customer service reps appear to lack technical expertise as well as graciousness, seems like another example of Yahoo neglecting a service it bought despite that service having a large, loyal userbase. After news leaked that Yahoo planned to sunset or get rid of the social bookmarking service Delicious, fear spread that Yahoo would nix Flickr next.

Yahoo’s ultimate response to the recent Flickr drama is a good sign for fans of the service. While it was about a day late, Yahoo/Flickr did the necessary things: apologized, fixed the problem, arguably overcompensated Mr. Wilhelm, and are working on a solution to prevent the same mistake in the future. But we appreciate the reminder that the internet is not written in ink.

http://www.observer.com/2011/tech/flickr-deleting-user-accounts

Flickr Nukes LEGO Group

Politics as Usual

The Flickr Censorship Division must be working overtime this week. The latest comes to us courtesy of The Brothers Brick, a blog devoted to, well, of all things, LEGO.

Apparently they had a successful little group on Flickr devoted to all things LEGO. According to the group’s creator and adminstrator he went on to his Flickr group Jan 29th only to find that it had been deleted by Flickr. He’s not sure why, but best he can tell Flickr deleted it because someone had posted a thread in the “leaks” thread about LEGO products. Rather than contact him and try to resolve whatever issue there may have been with LEGOs they just simply nuked their entire group. No warning, no explanation, just KAAABOOOOOM!!!!!! Sayonara LEGO boy.

From “The Brothers Brick”:

As the creator and an administrator of the group I was first in line to hear about it if something had gone wrong. I’d heard nothing. Over the following six days I’ve pieced together what happened. In LEGO 16+ we had a thread for leaks. All discussion in the group was only available to members of the list and one of those members had reported this thread to TLG. They had taken their usual action (lawyerly email) to flickr and Yahoo! (who are directly responsible for these issues) had decided to simply delete the entire group. Not the thread, not the links but the entire group.

I wonder if adults playing with LEGOs might have somehow violated the Flickr don’t be “that guy, you know, that guy” rule, that don’t be creepy rule?

Check out my lego set on Flickr here. Please flickr don’t delete me for having a LEGO set.

Another Bad Flickr Delete? Two Days in a Row? Say It Ain’t So Blake

An interesting comment over at the NY Observer’s story on yesterday’s “accidental” account deletion of Micro Wilhelm from Flickr user Jolengs.

Jolengs claims in the comments: “i just lost my 3200 plus photos today when i tried logging in it says – this member is no longer active…boo to yahoo, it should have been my 6th year this feb.22! ;(“

A quick look at the Jolengs account on Flickr shows that indeed it would appear to be deleted. You can see the Google cache of his page prior to yesterday here. The cache of his profile page shows that he had indeed been a long-term member of the site since 2005.

If I were Blake Irving or Carol Bartz or Matthew Rothenberg I’d probably instruct Flickr staff to stop deleting any more accounts until they can get their house in order in terms of undo delete functionality. Seriously, this situation is going from bad to worse and the story has hit the mainstream press now in a big way appearing in stories at the Los Angeles Times, TechCrunch, The Telegraph, etc.

Maybe Flickr should have actually listened to the community almost a year and a half ago when we were clamoring for this sort of functionality rather than just locking the thread of those of us who were complaining.

Another interesting update on Micro Wilhelm’s case. An anonymous commenter who claims to be a “Yahoo employee” left a comment on my other post on this story saying that Yahoo is actually working on restoring Wilhelm’s account and will have it back up in the next few days.

“Iam an yahoo employee and right now we have a backup of the data that we are restoring the photos from. The user should have all the photos back in the next day or so.”

No word if that means just that his photos are back or if all of his faves/comments/tags/etc. will also be there. But I suspect that the comment is legit as the IP address that generated it came from Yahoo Inc. in Santa Clara.

Update #1: PC World is now reporting that Flickr has increased his compensation to 25 years of Pro account, up from 4.

Yahoo statement from PC World: “Yesterday, Flickr mistakenly deleted a member’s account due to human error. Flickr takes user trust very seriously and we, like our users, take great pride in being able to take, post and share photos. Our teams are in touch with the member and are currently working hard to try to restore the contents of his account. In addition, we are providing the member with 25 years of free Flickr Pro membership. We are also actively working on a process that will allow us to easily restore deleted accounts and will roll this functionality out soon.”

Update #2: It looks like Flickr has restored Wilhelm’s account now.

Did Flickr “Accidentally” Delete Mirco Wilhelm’s Account?

In a blog post entitled “You have to be f****ing kidding Yahoo” Flickr user Mirco Wilhelm is claiming that Flickr “accidentally” deleted his own account when he reported another user for copyright violation. From Wilhelm:

Today I was a bit surprised when trying to log into my Flickr account. It didn’t remember I was logged in, but asked me for my password, knowing who I am. Then I was asked to “create” a Flickr account.

Strange, because I already had an account … for the last 5 years with about 4000 pictures in it!

The it came to me. I did report on a user account that had added me as a contact on sunday only containing obviously stolen material and complaints about having an older deleted account with similar content.

I checked the email I received from the Flickr staff. It only stated, that the account will be checked for irregulations, so I asked if they, by mistake had deleted my account.

Well, it turned out, they actually had.

Wilhelm goes on to state that he actually got an apology note back from Flickr staff for nuking the wrong account.

Hello,

Unfortunately, I have mixed up the accounts and accidentally deleted yours. I am terribly sorry for this grave error and hope that this mistake can be reconciled. Here is what I can do from here:

I can restore your account, although we will not be able to retrieve your photos. I know that there is a lot of history on your account–again, please accept my apology for my negligence. Once I restore your account, I will add four years of free Pro to make up for my error.

Please let me know if there’s anything else I can do.
Again, I am deeply sorry for this mistake.

Regards,

Flickr staff

Unfortunately f you look at Wilhelm’s Flickr account, all of the photos in fact now do appear to be deleted. You can see the Google cache copy of what Wilhelm’s account used to look like (including over 3,400 photos) here for the time being.

If Wilhelm’s claims are true, this is yet another troubling example of bad account deletions at Flickr. It’s terrible to think that as a user I could put thousands of hours into my Flickrstream and have it all disappear one day because a flickr staffer did an oppsie. Not backing up our data upon deletion is irresponsible on Yahoo’s part. It would be very easy for Yahoo to simply code accounts as private for one week prior to permanent deletion in order to avoid these sorts of unfortunate mistakes. Giving someone 4 years of free Flickr Pro does not make up for the destruction of over 3,400 photos and it’s irresponsible for Yahoo to continue operating Flickr in this manner.

I wonder if the Flickr staffer who nuked Mirco’s account had any of those Blake Irving Flickr margaritas prior to pressing the nuke button and if so how many?

Thanks for the heads up Nils!

Update: Wilhelm confirms his account deletion in the comments and adds, “there where close to 4000 photos in there at total, not all of them public, but still it will be a lot of work to rebuild all the web content that used these picture (like my own blogs).”

Update #2: NY Observer picks up the story here.

Update #3: On digg here and here. If you think that Flickr needs to build in a way to restore our accounts over bad deletions vote up there.

Update #4: Flickr Staffer Zack Sheppard says a new feature is coming to Flickr to enable them to restore deleted accounts. It’s about f***ing time. Hopefully they also implement a sane policy of allowing users to take self corrective action regarding Flickr problems with accounts in the future in lieu of permanent deletion.

From Zack:

“We’ve been working on the ability to restore accounts for a while and hope to have it completed early this year.

We have been in contact with Mirco and may be able to restore his account. The partial work that has been done so far may make it possible to retrieve the account. It’s only a maybe but we want to try and do everything we can to rectify this mistake.

Just as people have stated above, we also believe this is an important feature to have in place for cases like this when there was an error. As many of you know we usually do not discuss features before they are released but because of the community concern we wanted to let you know in this case. ”

Flickr also has reached out with similar statements to both the L.A. Times and NY Observer.

Update #5: The story is also now on TechCrunch here and PetaPixel here.

It’s worth noting that a strong push was made for an undo delete function back in August of 2009. At that point though Flickr just locked the thread where people were complaining and dismissed it saying that they were not working on such a feature. Why does it take a major Yahoo/Flickr PR Blunder to get them to finally give a damn?

Update #6: An anonymous commenter claiming to work for Yahoo left the following comment in the comments section of this post. “Iam an yahoo employee and right now we have a backup of the data that we are restoring the photos from. The user should have all the photos back in the next day or so.”

The IP address that they commented from reconciles as coming from headquarters at Yahoo Inc.

Initial Thoughts On Flickr’s Community Guidelines Changes Today

Flickr modified their community guidelines today. I detailed the changes in the post just previous to this. My initial thoughts:

1. Flickr’s traffic has been down year over year and they need to try and get more traffic to appease the Yahoo boss. Allowing commercial accounts should result in a traffic increase to flickr as these accounts are added.

It’s been stupid that they haven’t already allowed these. Facebook, Twitter, etc. all allow businesses, brands, etc. on their services. Many, many businesses are already on Flickr anyways. It’s a no brainer and should have been done years ago.

2. It’s disappointing that Flickr still refuses to address their practice of deleting accounts willy nilly and arbitrarily and have held on to the "that guy" clause. It’s disappointing that someone like Deepa can have her account deleted and have no recourse whatsover and not even be entitled to an explanation. This clause ensures that Flickr staff can essentially do whatever the hell they want as "that guy" is the ultimate subjective clause. It puts every single Flickr account at potential risk.

3. It’s telling that they took out the passage "in most circumstances we like to give second chances." This is a bad sign and means that they are already (and will likely in the future) continue their practice of deleting accounts without any warning or recourse. At least they paid lip service to trying to warn people before. This is a big screw you to the users.

It sucks that they link the discussion to the changes in a forum where they simply ban people who might object (like me). It’s easier for them to try to sell their guidelines to the community when they are able to silence people who might be critical. The best communities are run transparently. By banning people from the help forum discussion Flickr prohibits an open and honest conversation about their changes.

Flickr should incorporate into their community guidelines a system whereby potentially offending accounts are made completely private for one week prior to permanent deletion. If an account does not object, it then would automatically be deleted after one week. If a user does object, however, they could be given an opportunity to remove whatever content Flickr objects to in order to bring their account in line with Flickr’s objection. This would be a far more responsible, sane and user friendly way to deal with customers and their data. Paying customers especially should be given this opportunity.

Flickr’s Modifications to Their Community Guidelines

Editor’s Note: Flickr updated their community guidelines today, items removed are stricken out and items added are bolded.

Flickr Community Guidelines

Flickr accounts are intended for personal use, for our members to share photos and video that they themselves have created.

The following Community Guidelines are here to help you understand what it means to be a member of Flickr. Don’t forget that your use of Flickr is subject to these Guidelines and our Terms of Use.

What to do

Do play nice.
We’re a global community of many types of people, who all have the right to feel comfortable and who may not think what you think, believe what you believe or see what you see. So, be polite and respectful in your interactions with other members.

Do upload content that you have created.
Respect the copyright of others. This means don’t steal photos or videos that other people have shared and pass them off as your own. (That’s what favorites are for.)

Do moderate your content.

You need to take responsibility for ensuring that what you upload is appropriately flagged. If your judgment proves to be poor, we’ll moderate your account to match appropriate ratings for safe search and/or content type and send you a warning.

Photo content must be flagged as “safe”, “moderate” or “restricted.” Video on Flickr may only include “safe” or “moderate” content — “restricted” video content is not allowed on Flickr and will be removed.

Please note that although you may upload “safe”, “moderate” or “restricted” content, some countries may only allow you to view “safe” or “safe” & “moderate” content. There’s more about this in our FAQs.

All content on Flickr, public and private, has to be appropriately moderated as “safe,” “moderate,” or “restricted” using our safety and content filters. If your judgment proves to be poor, we’ll moderate your account to match appropriate ratings for safe search and/or content type and send you a warning.

Do link back to Flickr when you post your Flickr content elsewhere.
The Flickr service makes it possible to post content hosted on Flickr to outside other web sites. However, pages on other web sites that display content hosted on flickr.com must provide a link from each photo or video back to its page on Flickr.

Do enjoy Flickr!
See the world through others’ eyes, participate, find your muse, and expand your horizons!

What not to do

Here’s the deal: In most circumstances, we like to give second chances,so we’ll send you a warning if you step across any of the lines listed below. Subsequent violations can result in account termination without warning.

We like to give second chances. However, stepping across any of the lines listed below may result in account deletion with or without warning.

Don’t upload anything that isn’t yours.
This includes other people’s photos, video and/or stuff you’ve collected from around the Internet. Accounts that consist primarily of such collections may be terminated deleted at any time.

Don’t forget the children.
Take the opportunity to filter your content responsibly. If you would hesitate to show your photos or videos to a child, your mum, or Uncle Bob, that means it needs to be filtered. you need to set the appropriate content filter setting. If you don’t, your account will be moderated and possibly deleted by Flickr staff. So, ask yourself that question as you upload your content and moderate accordingly. If you don’t, it’s likely that one of two things will happen. Your account will be reviewed then either moderated or terminated by Flickr staff.

Don’t show nudity in your buddy icon.
Only content considered “safe” is appropriate for your buddy icon. If we find that you’ve uploaded a buddy icon that contains “moderate” or “restricted” content, we’ll remove the buddy icon, moderate your account as “restricted” and send you a warning. If we find you doing it again, we’ll terminate delete your account.
Don’t upload content that is illegal or prohibited.

If we find you doing that, your account will be deleted and we’ll take appropriate action, which may include reporting you to the authorities.

Don’t vent your frustrations, rant, or bore the brains out of other members.
Flickr is not a venue for you to harass, abuse, impersonate, or intimidate others. If we receive a valid complaint about your conduct, we’ll send you a warning or terminate your account.

Don’t be creepy.
You know the guy. Don’t be that guy.

Don’t use your account to host web graphics like logos and banners.
Your account will be terminated if we find you using it to host graphic elements of web page designs, icons, smilies, buddy icons, forum avatars, badges, and other non-photographic elements on external web sites.

Don’t use Flickr for commercial purposes.
Flickr is for personal use only. If we find you selling products, services, or yourself through your photostream, we will terminate your account. Any other commercial use of Flickr, Flickr technologies (including APIs, FlickrMail, etc), or Flickr accounts must be approved by Flickr. For more information on leveraging Flickr APIs, please see our Services page. If you have other open questions about commercial usage of Flickr, please feel free to contact us.

Don’t use Flickr to sell.
If we find you engaging in commercial activity, we will warn you or delete your account. Some examples include selling products, services, or yourself through your photostream or in a group, using your account solely as a product catalog, or linking to commercial sites in your photostream. If you engage in commercial activity elsewhere on the internets or in the real world, you’re still welcome on Flickr—in fact, we’ve even set up some best practices especially for you.

Here are some other things to keep in mind:

Other People (their content, their behavior)
You will see all sorts of things on Flickr, some of which may offend you. If you are offended by a photo or video you can either click away or you can mark it as poorly moderated by clicking on the “Flag this photo” link on a photo page under “Additional Information”. If you think there’s immediate cause for concern, you can report content and/or someone’s behavior to Flickr staff via the “Report Abuse” link that’s available in the footer of every page.Note: Please report from the specific page that the offensive content appears—this gives us all the information we need to take action.

Copyright Infringement
If you see photos or videos that you’ve created in another member’s photostream, don’t panic. This is probably just a misunderstanding and not malicious. A good first step is to contact them via flickrmail and politely ask them to remove it. If that doesn’t work, please file a Notice of Infringement with the Yahoo! Copyright Team who will take it from there. Check out the “Copyright/IP Policy” link in the footer of every page for more information.

You may be tempted to post an entry on your photostream or in our public forum about what’s happening, but that’s not the best way to resolve a possible copyright problem. We don’t encourage singling out individuals like this on Flickr as it could be seen as harassment which is against our guidelines.

In Conclusion
We’ve crafted these guidelines to ensure that everyone within the community has the experience they want. It’s important that you understand the importance of moderating your content responsibly. If you don’t feel that you can abide by our Community Guidelines as outlined above, maybe Flickr isn’t for you.

If you don’t feel that you can abide by our Community Guidelines as outlined above, maybe Flickr isn’t for you. We’ve crafted these guidelines to ensure that everyone within the Flickr community has the experience they want.

If you ever have any questions or comments, we’d love to hear from you. Please feel free to drop us a line through Help by Email.

The Flickreenos