Why LinkedIn continually restricts its service
Discuss
To discuss this and other LinkedIn issues join the MyLink Network Yahoo discussion group at http://finance.groups.yahoo.com/group/MyLinkNetwork .
Why ask why
LinkedIn has been significantly restricting, limiting, and preventing various uses of its service since 2004 (or so), not long after its beginning. See LinkedInSurprises . Many of the top LinkedIn users are long gone because of such cutbacks. And LinkedIn was happy to see them go. If you're a new user or haven't seen this, just wait a while.
Every few months when there is a new restriction there is a cry from members. Am I the only one upset? Why do they do it? Why don’t they give more notice? Why don’t they get community feedback first? What can I do about it?
The following provides some insight into these questions, as well as the nature of the universe as we know it. I'm still working on that time travel thing.
Am I alone?
You probably are if you spend lots of time in online networking, have no friends, and still wear that beanie on your head. But that's your own problem.
LinkedIn restrictions on the other hand affect:
- A thousand members if affecting top networkers
- Tens of thousands if affecting active networkers who get a lot of use out of groups, Answers, invitations, or whatever LinkedIn is screwing with that month.
- Hundreds of thousand members if targeted at open networkers
Can they do this?
What Internet fantasy world do you live in? Network limitations exist in all social networks. All of them have their own mix of features and restrictions. LinkedIn is a private business. They can do whatever they want within the limit of the law. It’s as simple as that.
Have they ever backed down?
LinkedInSurprises lists one restriction out of a hundred that they rescinded. Don't count on it.
What makes LinkedIn tick?
It's not networking
The core networking service has not changed since it's launch several years ago. The only real expansion was the addition of the InMail a few years after launch. Aside from that there is the occasional tweaking of the UI and Introduction workflow, trivial additions like member status updates, web links, and content, and, of course, the ongoing process of new restrictions. Much of their tech work supports recruiters, not networkers.
Corporate culture
LinkedIn is not a tech-driven company like Google. They were slow to add an API and it's limited compared to other social networks with virtually no third party ecosystem. When they add services like Q&A, groups, status updates, and contact annotation, they're me-too features. They do not delight in and provide real innovation.
LinkedIn is not a marketing company. It took them four years just to start an official blog and that's filled with their propaganda. Their internal company evangelist works mostly in the industry and not with users. They have no support for user evangelists and third party LinkedIn groups, and typically act adversely to them. They hardly ever respond to complaints in public forums. They don't do user surveys or have an advisory council. They don't tell users about service downgrades and don't grandfather affected users. They make important changes with no warning or notice.
LinkedIn has been and continues to be run by and for venture capitalists. They have no scruples that prevent them from taking away features that have been a standard part of their service.
Their primary goals are to
- Position the company for IPO or acquisition. (DONE! Went IPO in 2011)
- Defend LinkedIn against Facebook (as of about 2008)
- Generate revenues. Their largest revenue stream is Recruiting services.
- Increase visitor and member time on site, primarily through news integration.
Customer Relations
LinkedIn's only form of user marketing is through their Customer Service group, which didn't even exist for the first few years. LinkedIn has hundreds of millions of users to worry about. They designed LinkedIn for and focus on the typical member who is a light user with limited contacts. Such users have high expectations about not being contacted in any way from anyone they don't know well. This includes not just LinkedIn itself (invitations, messages, groups, etc.), but even email (outside of LinkedIn) from other LinkedIn members.
When LinkedIn see complaints from thousands of such users they weigh that against the interests of a handful of active networkers or group owners. Which side do you think is going to win?
Why does LinkedIn hate active networkers?
See What makes LinkedIn tick. Disinterest may be more accurate a word than hate. Active and supernetworkers are a tiny part of the user base. They use the network in extreme ways and cause a lot of friction with typical members who have different expectations about the service. It's a tiny group that causes a lot more grief than gain from LinkedIn's perspective.
LinkedIn's attitude is arrogant and inflexible.
Yes it is. But again it's their party. That may be counterintuitive in a Web 2.0 world where evangelists and top users are your lifeblood. But it works for LinkedIn. ... And no new company has arisen to challenge them.
What can I do?
After several years I have seen all kinds of ideas and programs for members to complain and protest. People have left. They've dropped their paid subscriptions. They've cried a river. They've written petitions. But none of that has had any impact.
If you disagree with changes, write to Customer service. For the most part Customer Service does not respond. But at least they'll know of your displeasure.
While the company often deserves your scorn, it does no good sharing that pain with Customer Service. Customer Service has no power or influence. They do the best they can. They and other employees have occasionally gone out of their way for me. Your only hope is to win their support, not piss them off.
DON'T be nasty. Don't call LinkedIn names. Don't talk about the effect on you as a large networker. They never have cared about such members. All that may blow off steam and make you feel better. But it also makes it all that easier to delete your message and targets you as someone to ignore.
DO be professional. Let them know how their changes adversely impact your business, networking, and use of LinkedIn.
Is life worth living?
Barely. ... All you can do is adapt. You have little choice. While such restrictions can truly be painful, LinkedIn remains the only real game in town and delivers great value. You should be reviewing your networking processes, stationary, and properties regularly anyway. Update them as needed based on the latest changes. Continue to improve and fine-tune how you conduct your business online and use LinkedIn ... no matter how restrictive they make it.
To Your NetWORKing Success,
MarcFreedman
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