One thing I’ve learned about starting and growing a business is that all the important decisions are tradeoffs between two different goals (as opposed to choosing between two ways to achieve one goal). The most recent example of this is a set of changes we made to our Terms of Service, which we announced on Sunday. We haven’t updated our TOS in quite a while so there were a fair number of small language tweaks to make; those were easy. There was one change that led to an interesting tradeoff – the decision of whether we should plan to email all users for any further changes to the TOS.
On the one hand, we’re strong believers in openness and communication, because we know that our customers trust us with some of their most important data. On the other hand, as individuals we get a lot of email from services we’ve signed up for and it’s sometimes hard to sort out what’s important. And we’ve heard from users that many of them share this sense of “email overload,” which suggests we should be judicious about when we send out emails.
We think this approach is the right tradeoff, though we expect that there will be users who still feel we email too much, and others who would prefer to be notified for every change. As always, feel free to leave a comment or email us with your feedback or questions about this issue.