Systrom: Instagram account deletions dropped to zero after apology blog post
Kevin Systrom · Instagram: Kevin Systrom & Mike Krieger (2017) · Nov 13, 2017 · at 24:41
Instagram co-founder Kevin Systrom explains how addressing the 2012 Terms of Service controversy directly through a public apology halted user account deletions.
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“And Mike and I sat down and we were like, what do we do? And we felt helpless. I mean, it was like all over, it was that first day all over again. It's like, we've screwed this up. How do we make sure people know? And I went back in my head. I was like, why don't we just apologize and say we're wrong? And I posted this blog post on our blog. You can probably still find it online. And I was like, we're sorry. Like we didn't mean this. That's absolutely not what we're trying to do. And we tweeted about it. And actually the graph of deletions at that moment drops to zero.”
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