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Customer Policy in the Age of Conversation

AT&T has a TOS for its customers which, implemented strictly, would be an indefensible limitation on freedom of speech (and would create a shitstorm for the company if enforced). I’m very interested to see how long it takes for AT&T to listen to the howling in the blogosphere, and revise that TOS. My take: Companies who don’t listen, respond, and iterate are doomed to fail in the conversation economy.

The language:

5.1 Suspension/Termination. Your Service may be suspended or terminated if your payment is past due and such condition continues un-remedied for thirty (30) days. In addition, AT&T may immediately terminate or suspend all or a portion of your Service, any Member ID, electronic mail address, IP address, Universal Resource Locator or domain name used by you, without notice, for conduct that AT&T believes (a) violates the Acceptable Use Policy; (b) constitutes a violation of any law, regulation or tariff (including, without limitation, copyright and intellectual property laws) or a violation of these TOS, or any applicable policies or guidelines, or (c) tends to damage the name or reputation of AT&T, or its parents, affiliates and subsidiaries.

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