Tag Archives: Help Center

More On Plaxo, Privacy and Opting Out

This is likely to be the last exchange on Plaxo: Hopefully some of the issues that have concerned me and readers have been cleared up by this and other recent posts.

Plaxo have kindly added a comment in reply to my posting on how to avoid Plaxo, in which they’ve pointed out that they have added an opt-out feature, meaning that instead of receiving endless ‘reminders’ to update your contacts from users, you can avoid either specific or all such requests via a link in the update email. (This link takes you to a page offering three options: Blocking all update requests from that person, using an auto-reply feature I mentioned in the previous posting, or a ‘permanent opt-out’.)

This is good news, and thanks for pointing this out. Plaxo says in the comment, ”It’s right there in every Update Request sent and has been provided by Plaxo for some time now.” However, I’ve gone back through Plaxo updates requests and readers’ mail on the issue and can only find Plaxo update requests sent to me in December to have included this feature. Unless I’m mistaken, prior to that there was no readily obvious way to opt out, and I have received complaints as recently as October of readers receiving multiple update requests with no visible method of avoiding future ones. (The webpage that refers to this feature does not indicate when the option was added, but says the page was updated on December 23.) In emailed responses to questions, Plaxo’s Stacy Martin says this opt-out became a standard option in November.

I accept that Plaxo now makes it easier to non-users to opt out of future requests, and I can readily understand that it’s difficult to find the right balance. On the one hand you don’t want to bug people who don’t want to be bugged; on the other, the only way to do this is for those who want to opt out to register all their known email addresses with Plaxo, since the company has chosen to use email addresses as the best way to recognise and store individual records. If users want to opt out, some sort of record needs to be kept of their wanting to opt out, in the same way a spammer is (supposedly) bound to keep a record of people who don’t want to receive more spam from them.

That said, this opt-out feature could be easier to find on the Plaxo website. It’s not mentioned on the front page, as far as I can see. On the support page linked by Plaxo’s Trust Officer I could find no mention of it, or direct link there. It was not on the page of frequently asked questions. You can find information about the opt-out feature by, among other possible ways, typing in ‘opt-out’ or ‘optout’ into the search support box selecting either in the ‘all search topics’ option or the ‘Information for IT departments’ option. Performing the same search in the (more logical, in my view) ‘Troubleshooting’ or ‘Security and Privacy’ categories will not provide this link — except tangentially, for example at the bottom of one page referring to the question ‘Does Plaxo send spam to my contacts?‘. (Plaxo’s Martin demurs, saying “In looking at the traffic flow on our web site, we’ve found the large number of users looking for assistance go straight to using the search within the Help Center and search on all topics rather than browsing around or searching on a subset of topics… Searching for “opt-out”, “stop”, “opt”, “no mail”, “out”, “optout” all provide users the proper information on how to stop receiving update requests.”)

Finally, if you’ve made it to the opt-out page – or clicked on the opt-out link provided in the update requests I mentioned at the start — you’ll be warned against using this feature. Click on the link in an email and you’ll be told ‘If you choose this option, friends and contacts with important update e-mails will no longer be able to contact you using Plaxo’. On the opt-out page itself, you’ll be told, in bold:  ’Note that by permanently opting-out, friends and business associates can no longer request your latest information or send you their latest contact information’.

I find the wording of both messages somewhat alarmist to the casual user: Both seem to suggest that somehow people will not be able to contact anyone who accepts this option. I believe the wording could be better constructed to make clear that accepting this option is ONLY going to remove them from future Plaxo emails and not have any more disastrous impact on their social, business or family life. If someone has gotten this far to opting out, I think Plaxo have probably lost them as a potential customer and they should give up gracefully.

All this said, and despite some residual concerns about Plaxo’s practices, I remain a Plaxo user and have, on balance, found it to be very useful. It appears that Plaxo has been responsive to user concerns and tried to hone its approach. But there’s clearly some ways to go, and, at least on the opt-out issue, I think Plaxo could be clearer, by at least

  • posting a link on the home page,
  • marking it clearly on the support page and
  • by avoiding language on the opt-out page itself that may confuse or deter the casual user.

Plaxo’s Martin says they’ve already made some changes to accomodate these suggestions, which I emailed to her before posting here. It’s good to see that they are responsive to these and other concerns: Another feature that bugged readers, if my mailbag is anything to go by, was the way Plaxo kept a record of how many update requests were sent to any non-user, even if they weren’t from the same source. This kind of intrusiveness raised hackles, understandably, in that Plaxo appeared to be targetting prospective users and keeping tabs on them. Stacy says this feature was dropped last November.