16. Last person on
Earth who would
ban anybody
Literally, I woke up in a bad mood and
decided someone shouldn’t be allowed on
the Internet.
@Nandoodles
👑
25. You publicly answer for what you...
ENABLE
DISTRIBUTE
MONETIZE
AMPLIFY
✨ANSWERABILITY✨
@nandoodles
26. SPECTRUM OF CONSEQUENCES
(Real-life business risk & reward!)
Lawsuits
Reputational harm
Brand equity
Positive PR
LIABILITY EQUITY
Quietly move on
@nandoodles
27. CLOUDFLARE’S PRE-IPO FILING 👀
“We are aware of some potential customers that have indicated their decision
to not subscribe to our products was impacted, at least in part, by the actions
of certain of our paying and free customers.
We may also experience other adverse political, business and reputational
consequences with prospective and current customers, employees, suppliers,
and others related to the activities of our paying and free customers,
especially if such hostile, offensive, or inappropriate use is high profile.”
@nandoodles
28. TRANSLATION:
“We’ve put our customers in a position
where they can’t trust us, because we say
one thing and do another under activist
pressure.”
@nandoodles
33. @nandoodles
WHAT HOTJAR DID
“We thought, ‘Hey let’s take a second to think about how
we want to act as an organization, as a team and as
individuals.’ This is when we started to have a more
organized response and leadership discussion.”
34. @nandoodles
START WITH THE OUTCOME
Who do we
want to be?
What is our
mission?
How do we want
to show up in the
world?
35. @nandoodles
“DOUBLE DEGREE ACCEPTABLE
USE POLICY”
✋🏽No sites that directly promote or condone hate
✋🏽No sites that promote or support people or
organizations that promote hate
36. HOW DO WE PROVE IT?
Manifest Observable Behavior
@nandoodles
What has audio
captured?
What has a
camera seen?
What is the person
writing or saying to
the public?
37. GET INTERNAL BUY-IN
@nandoodles
Mohannad Ali, CPO
@ Hotjar
We wanted to explore
different opinions & surface
all the arguments and bring
the team with us on this
journey.
39. WHAT THEY’RE SAYING
@nandoodles
Now *this* is how
you live out
company values.
I was an advocate for Hotjar
before this. Now, I will never
recommend any other tool. Like
wtf, this is fantastic
This is very thoughtful
and well written.
Perfect execution of a
difficult position to
take.