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Tell the truth to your user

Recently government banned couple of sites (including blogspot.com, geocities.com etc). Government send noticed to more than 150+ ISP to block these sites. Now these sites were not accessible from India (since last Friday).

Since I work at one of the leading Indian ISP, we started to receive call from angry users. This is the one of those time, you need to tell the truth immediately about the problem.

We provide them a reasonable explanation of why sites are blocked. Most users appreciate this. We told them it was not our fault we are just following governments order.

I think one need to always tell the truth. For example, network is down because of router crashed or server crashed etc. Never ever drop bomb on your user. Users are smart enough to find out exact cause of problem these days :)

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Comments on this entry are closed.

  • bayoujim January 29, 2008, 2:29 pm

    I am sorry to hear that the Indian Government is doing censorship. Censorship is bad for the people and bad for the government. It creates more problems over the long term.

    The Indian government should learn that natural evolution of the internet is best, what is good survives, what is bad doesn’t survive. The people make these choices and cannot be stopped.

    When I was younger I refused several job offers where I would have to work in a government job that was not in the best interest of the people.

  • marco September 12, 2008, 9:18 pm

    There’s alyways a way to go around censorship:

    Psiphon:
    http://psiphon.ca/

    psiphon is a human rights software project developed by the Citizen Lab at the Munk Centre for International Studies that allows citizens in uncensored countries to provide unfettered access to the Net through their home computers to friends and family members who live behind firewalls of states that censor.

    Torchat:
    http://code.google.com/p/torchat/

    TorChat is a peer to peer instant messenger with a completely decentralized design, built on top of Tor’s location hidden services, giving you extremely strong anonymity while being very easy to use without the need to install or configure anything.