In this post, a follow up on my last post regarding Amazon's review policy and how that policy is enforced. Whether you are an author puzzled by disappearing reviews or just a casual Amazon shopper, you should be troubled by Amazon's practices.
Longtime readers of this blog know that sometimes I get a little hung up on a topic, and when I do I have to write successive blog posts in order to sort the whole thing out and move on with my life. Thus, another post on my recent experience of learning that Amazon rejected a reader review of one of my books because its computers concluded the reviewer knew me personally.
Let's start with Amazon's goal in policing reader reviews. According to the Email my colleague received from Amazon about why his review had been rejected, "Customer Reviews are meant to give customers unbiased product feedback from fellow shoppers. Because our goal is to provide Customer Reviews that help customers make informed purchase decisions, any reviews that could be viewed as advertising, promotional, or misleading will not be posted."
This is a slightly different way of stating the sentiment on
Amazon's review FAQ page: "Customer Reviews are meant to give customers genuine product feedback from fellow shoppers. Our goal is to capture all the energy and enthusiasm (both favorable and critical) that customers have about a product while avoiding use of reviews to outright advertise, promote and especially mislead."
As someone who hopes that prospective readers will be enticed by my product page to buy my books and to then enjoy and favorably review them,I definitely want my product page to be populated with
genuine, energetic, and enthusiastic feedback. I absolutely do not want the reviews there to mislead prospective readers, because, if they buy my book with wrong ideas it, they will be disappointed and will review it negatively. So it seems that I, as an author, believe that Amazon's policy suits my interests.
Unfortunately, when enforcing the policy, the objective apparently shifts from ensuring genuine feedback to giving unbiased feedback. Let's parse some definitions, shall we?