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• michael crook sent a DMCA takedown notice to take out his photo from fox.

• what would that do?
• think about that
• he’s stopping for any questions

The answer to speech you don’t like is more speech.

• He had some stuff stolen and posted this video
• He was robbed at a great party
• At the end of the night the coat was stolen with his passport and the coat area
• He goes on to share this video with friends
• Tons of people call him a jerk for this !

• based in san francisco
• grew up with adobe
• one of the first product companies adobe used as an example
• way more exposure than we deserved early
• this company came up on the back of working messengers
• weird investor
• now we have a fanbase that loves the bags
• quality product and customization has helped us tons
• if you build your bag it’s more yours than anything off a shelf
• this has kept us active in the community
• all the images on the site are community-sourced
• we’re selling patches by artists they like
• you start to be more available to your customers
• we’re not that controversial beyond that though.

• you have to respond fast to the other candidate’s issues
• timeliness is critial
• not a contradiction but a challenge

• being proactive is good isn’t it ?
• patti’s point is that you need to know yourself.
• sarah lacy needs more time to collect her mind
• it wasn’t fair to corner her but she let it happen too
• be aware of your cooling-down period

• the copyright violation idea was used to protect his reputation
• EFF saw this as a “chilling effect”
• Michael Crook’s image now got even worse as random users start hacking his image

THEN he apologizes.

• i’ll just wait for 24 hours until I’m calmer and have more perspective.

• Bitgravity’s Brian Shaler
• he can take a joke
• why not try some negative publicity?
  • “there’s no such thing as bad publicity”
• by celebrating it, it turns criticism into a bad joke
• critics get pulled into the bad joke and that ends up being all there is to it.

• he was of the impression that you could control your image if you disagreed with the intent.
• He Was Wrong.

• Nobody took the apology that seriously
• But it still changed the terms of conversation around MC
• Openness can be used as a legal tool.

• Michael Crook
• he shows the interview from hell
• he’s on hannity
• hannity keeps on picking quotes like “the us military is retroactive abortion”
• this guy has now destroyed his own reputation
• he’s done all the work for hannity
• the image on fox news becomes fodder for critical bloggers

and then it gets WORSE

• Is it OK to make someone wear a scarlet C for copyright-abuser?
• EFF really nailed him to the wall for this
• “If you put yourself out there on the net you have a responsibility to own up to that.”
• We thought it was appropriate that he would have to own up for that on the video
• But if anything happens online you can make that fall away by doing good things
• It’s an incentive to do good and productive things
• Jason goes on to talk about how he believes that openness accrues to his benefit.

• This can really damage your standing with the bar
• Try not to say bring it on
• Because he stood for free speech with the EFF he got criticized by big companies.

• Miller shows an avatar instead of her on video
• She does not want to be interviewed on video
  • Openness would make her less effective in her job
• She doesn’t take it to an extreme
• “I would prefer to be an open person but there’s no doubt that some poeple in the social justice arena are more conservative…
  • ...she likes to wear outrageous things that get on blogs”
• I don’t like it when people google my name
• Being open in her professional life would suck

• Use a different name – or at least just my initials
• Separate those two worlds of professional and private
• Open herself up personally to people who are total jerks
• She doesn’t want to be on the firing line
• There’s actually a safety issue

• “You would tend to look at all my other work first”

• HOW CAN WE BE CALM AND CENTERED DESPITE THE ANGER
• A great question.
• These are extraordinary people
• Others are afraid to come near the toxic sludge of ugliness
• Often it just fades away
• But the emotional stuff is the most mystical part
• Clearly Michael the filmmaker has a thick skin
• He’s been doing it a long time
• Every time we get a critical comment on our business it hurts.
• But the act of responding and engaging is actually transformative.
• The act of engaging does act as a salve for the emotional hurt

• Wasn’t really aware of the DMCA or any of the implications
• DMCA is used by big corporations to go against the little guy
• A person in her situation would be considered a littleguy
  • but these art dumbasses called her a big corporation
  • techcrunch was against her
• She represented her side of the story well
• Other artists came to her defense eventually
  • They also felt their work was being stolen
• Despite that rocky three weeks she has so many clients now

Her willingness to stand up for her rights made her very popular as a photographer.

• The world has become a very hostile place
• I put together a mashup with an acoustic guitar
• it’s hysterical – he took quotes from haters and made a song of it

he totally transformed it = a JUDO MOVE.

• Lane Hartwell the photographer goes to lots of conferences and parties and takes photographs
• She was just trying to deal with a copyright violation in a private way
• It became very public because everything in the artistic arena is directed at the public arena
• This was supposed to be a private negotiation but that’s impossible
• She was forced to give up her privacy in the pursuit of protecting her reputation

• Some people need to be chastised.
• GetSatisfaction has given this a lot of thought.
• Part of it is tone, part of it is creating a responsive context

• If they’re under true attack like a celebrity.
• NO ANSWER.

• your mission as a company can be engaging with customers
• use getsatisfaction
• start using your voice again
  • 7 year hiatus
• when I came back we used to be snarky and we had lost that in those seven years
• start being snarky again
• timbuk2 had no point of view in the interim
• she sent out funny emails
  • “here today gone tomorrow just like that jerk who stole your virginity”
• there was a lot of heat
• there is 110,000 ppl who have opted in for us
  • they register and become evangelists
• it just exploded via netnewsaggregator
  • timbuk2 got this “it is not funny to joke about rape” anger
• correspondence with her directly
• of course i don’t want rape!
• but on the blogs
  • other people who were evangelists responded “chill out folks!”
• we’ve seen that kind of defense happen on getsatisfaction
• she’s amusing but more conscious and careful about what I think is funny.
• unless you’re in the presence of someone who knows the real story you must be more sensitive
• other people have never heard of you
• use a much more casual voice with customers
• unofficial – conversations going back and forth
• we do make a lot of mistakes
• when you decide to be vocal and give your people the chance to talk with consumers you make mistakes
• be honest
• don’t speak from a defensive point of view…