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May
19
2008
How the Washington Post is Ruining its Brand Online

Note: Please be aware that this post contains some disturbing quotes to make its point.

Last week I wrote about how some newspapers are working out how to grow their brand online. Today, I've an article about how one newspaper is rapidly moving in the opposite direction.

The Washington Post is one of the oldest newspapers in the U.S. and one of the most important because it's read by D.C.'s powerbrokers. It's famous for numerous stories from the Spanish-American war to Watergate.

So why is it negligently allowing its reputation to be destroyed online? The problem is their blogs and the problem is so serious it could be a case study for how not to protect your brand.

The Post's blogs have already been in trouble for posting spurious chain-emails as facts, but it seems as if they're sinking even lower at the moment.

How the Post is Allowing Trolls To Run Free

This article has around 3000 comments. Their technical staff should certainly break those into different pages so I don't need to load each and every one, but the lack of any moderation is shocking. I'd estimate that 9 out of every 10 comments should not have been published. Here are some examples of those the Post should not have published. They are far from the worst examples ... many others were simply too crude or abusive to repost here.

1) Blatant Trolling (Racism in this case)

racist

2) Posting Only Self-Promotional Links

links

3) Copying and Pasting Large Chunks of Text

bills

4) So Far Beyond Inappropriate Its Hard to Know Where to Start

picture


I counted this image posted at least a dozen times.

Finally Someone Calls the Post Out

sensible

The sad fact is that nearly all the Post's blogs are defaced in this way. How can a prestigious organization get it so very wrong?

 

Comments  

 
#1 Cory Webb 2008-05-19 08:33
It seems like it would be a tough balancing act for a site like Washington Post. The real debate would be over where you draw the line between protecting your brand and censorship. Who is the arbiter of what is appropriate and what is inappropriate?

On a different note...I'm surprised I haven't read a re-cap of how this weekend's event in Chicago went. Can we expect a blog post soon? ;-)
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#2 Steve Burge 2008-05-19 08:38
Hey Cory - I would say that the Post is. We get a lot of those kinds of comments posted here but we don't publish them. Its a business and they have standards to keep up.

Working on the Chicago stuff now ... It was a really big success! I've a whole bunch of stuff to post over the coming week from Powerpoints, handouts, Expo recaps and news of big Joomla projects.
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#3 Cory Webb 2008-05-19 08:49
Great! Looking forward to it...sorry for hijacking the comments to discuss the Chicago stuff...

Back on topic... I agree that the Post is the arbiter, but where do you draw the line? There are clear violations like some of the examples you posted above, but then there are not-so-clear violations. Also, what happens if you have a politically biased editor who deletes all comments critical of his or her candidate of choice because he or she deems them "inappropriate"?
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#4 Bernard 2008-05-19 09:08
It seems to me you should just have a clear comments policy, and if it is stated as allowing freedom of speech, but excluding spam or abusive comments, that should be fine. If one of your comments is then deleted by a moderator, you can lodge a complaint with the editors.
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#5 Steve Burge 2008-05-19 09:13
A very good point Bernard

Nowhere on the Post's site is there a clear comments policy.
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#6 David Towers 2008-05-19 09:40
Wow, great find of bad practice!!! It is shocking that such a newspaper has got this so wrong. As Cory mentioned, it is difficult to know what should and what should not be edited out, but its clear that the examples you've shown should be deleted.
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#7 Steve Burge 2008-05-19 12:33
Quote:
its clear that the examples you've shown should be deleted.


Absolutely. I think the simple answer is that they have no moderation at all.

Compare that to Guardian.co.uk or NYTimes.com (often cited as the two best online newspapers) and you'll often see "Deleted by moderator", plus a "report this comment" button.
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#8 Steve Burge 2008-05-19 15:28
I think the Washington Post has just become the new Yahoo Answers.

Free links from a site as reputable as the Post's ...
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#9 presretac 2009-02-04 11:09
nice post, and my post is not to short
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#10 yarismak 2009-07-17 12:41
Wow, great find of bad practice!!! It is shocking that such a newspaper has got this so wrong. As Cory mentioned, it is difficult to know what should and what not be edited out, but its clear that the examples you've shown should be deleted.
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